Method for improving call completing rate

Abstract

The invention relates to a method for improving call completing rate, which belongs to the field of voip voice data communication, and comprises the following steps of: storing signaling meeting a preset condition in sip temporary response information of a called side in a signaling database when a call is requested; intelligent reasoning analysis is carried out according to the answering behavior of the customer on the incoming call to obtain sensitive number information, and the analyzed sensitive number information is stored in a sensitive number information base; desensitization number information extraction: extracting the number of the complaint customer as sensitive number information and storing the sensitive number information in a sensitive number information base; writing the sensitive customer number information into a sensitive number information base, and adding a cache at the front end of the sensitive number information base; establishing a bloom filter at the front end of the cache when the platform service is idle; and realizing call behavior control according to query results of the Bloom filter, the cache and the sensitive number information base. According to the method, the call connection capability and the call completing rate of the voice call platform can be improved, and the complaint rate of clients on the called side is reduced.

Description

Technical Field

[0001] The invention belongs to the field of voip voice data communication, and in particular relates to a method for improving a call connection rate. Background Art

[0002] The current voice call platform is an AS (Application Server) role in the IMS network, which implements the call number change service. Figure 1 As shown in the figure, the technical process is as follows: when the platform receives a call request sent by the core network device, it extracts the called number and queries the local external virtual number associated with the called number. According to the call indication information returned by the query, partial signaling conversion is performed to realize the number change outbound call, so that the incoming call number displayed on the called terminal is a virtual number. At the same time, according to the routing information associated with the real called number in the call indication information, the call is sent to the called side network element and then to the called user terminal, so as to protect the privacy of both the calling and called parties while improving the call connection rate.

[0003] The existing platform number change and virtual number display technology solution has the following problems:

[0004] (1) The growth of platform business volume resulted in a large number of outbound calls with changed numbers, and the capacity caused a large number of complaints from called users;

[0005] (2) When the platform is operating, a large number of outbound calls result in repeated calls to sensitive called users, which are easily disconnected, resulting in a low call connection rate;

[0006] (3) The platform’s business numbers can easily be blacklisted or disabled by third parties, resulting in unavailable number resources.

[0007] (4) When enterprise customers based on the voice cloud capability platform use virtual number change to implement value-added services, frequent calls from users during business operations may cause customer complaints, resulting in blacklisting or complaints against the calling number, resulting in a waste of platform service numbers and a reduction in the connection rate. Summary of the invention

[0008] In view of the above deficiencies in the prior art, the purpose of the invention is to provide a method for improving call connection rate, which can improve the call connection capability and telephone call connection rate of the voice call platform, reduce the complaint rate of called customers, and maximize the guarantee of the company's call needs.

[0009] The present invention proposes a method for improving a call connection rate, comprising:

[0010] S1, call signaling collection: the signaling that meets the preset conditions in the SIP temporary response information of the called side during the call request is stored in the signaling database;

[0011] S2, intelligent reasoning analysis of call behavior: intelligent reasoning analysis is performed on the customer's answering behavior to obtain sensitive number information, and the analyzed sensitive number information is stored in the sensitive number information database;

[0012] S3, extraction of desensitized number information: For the desensitized number information of the complaint platform, an intelligent analysis model is established based on the known information of the calling customer, and the call record database is matched and analyzed using the traffic model and rules. If the complaint is matched to the corresponding call record according to the intelligent analysis model, it indicates that the call is real. The complaining customer number is extracted and stored as sensitive number information in the sensitive number information database;

[0013] S4, build sensitive number data: write sensitive customer number information into the sensitive number information database, and add a cache at the front end of the sensitive number information database. Each call to the platform first accesses the cache when querying whether the called number is a sensitive number. If the cache does not exist, the sensitive number information database is accessed for matching and comparison;

[0014] S5, establish a Bloom filter: when the platform service is idle, establish a Bloom filter at the front end of the cache. When a call request comes to query and verify a sensitive customer number, if the Bloom filter does not contain the called number, directly return the call connection; if the Bloom filter contains the called number, further query the cache;

[0015] S6, platform outbound call behavior processing: call behavior control is implemented based on the query results of the Bloom filter, cache and sensitive number information library, including: for calls that do not exist in the Bloom filter, the number is directly changed to an outbound call; for calls that exist in the Bloom filter, if the called number matches the corresponding result in the cache and sensitive number information library, the call is hung up and a prompt tone is played to inform the calling user.

[0016] Furthermore, in the S1, the preset condition is: 18X temporarily responds to the sip message and carries a signaling indicating call rejected or user busy in the reason header field.

[0017] Furthermore, in S2, intelligent reasoning analysis is performed based on the customer's answering behavior of the incoming call, including:

[0018] Establishing analysis rules and models for the signaling database, when detecting that the platform changes the number of outbound calls to the same called number multiple times and the result is direct hanging up, it indicates that the customer is sensitive or unwilling to answer unfamiliar calls, and the number of the called customer is set as sensitive number information;

[0019] Data is extracted from the call record database. If the same called customer answers the platform's number-changing calls multiple times and hangs up within the first preset time, it means that he is unwilling to answer the call or is not interested. The called customer's number is set as sensitive number information.

[0020] Furthermore, the first preset time length is 1 to 3 seconds.

[0021] Furthermore, in S3, the known information of the calling customer includes: the calling customer's industry, business type, call date and the call record of the day.

[0022] Furthermore, in S3, when the complaint platform receives the complaint content from the customer, it sends the complaint content to the platform for verification. At this time, the complaining customer number in the complaint content has been desensitized. An intelligent analysis model is established based on the known information of the calling customer, and matching analysis is performed using the call model and rule-based dialogue database, including:

[0023] S31, determine whether the complaint content contains the complaining customer number, if yes, further determine whether there is a call date, otherwise go to step S39;

[0024] S32, determine whether the complaint content contains the call date, if yes, go to step S33, otherwise go to step S39;

[0025] S33, determine whether the complaint content includes the call time, if yes, go to step S34, otherwise go to step S35;

[0026] S34, determine whether the incoming call time is valid, if so, go to step S36, otherwise go to step S35;

[0027] S35, query the call bill of the day, if the call bill of the day is found, execute step S38, otherwise go to step S39;

[0028] S36, querying the call records within a second preset time period before and after the incoming call;

[0029] S37, if the query is a call record within the second preset time period before and after the incoming call time, execute step S38, otherwise go to step S35;

[0030] S38, determining whether the complaining customer number matches the first 3 digits and the last 2 digits, and if so, extracting the desensitized number;

[0031] S39, determining that the desensitized number has not been extracted.

[0032] Furthermore, the second preset time length is 10 minutes.

[0033] Furthermore, in S4, if the sensitive number information database matches a sensitive number, the query result is returned, and the sensitive number queried from the sensitive number information database is stored in a cache for subsequent call query use.

[0034] Furthermore, in S5, if the cache matches the query result, it is returned; if the cache does not match the result, the sensitive number information library is queried and the matching result is returned, and the matching result in the sensitive number information library is stored in the cache.

[0035] Further, in said S6,

[0036] If the called number does not exist in the Bloom filter, it is determined that the called number is not in the sensitive number information database, and the outbound call is made directly according to the original number change process of the platform;

[0037] If the called number exists in the Bloom filter, the cache is queried again to determine whether the number exists in the sensitive number information database; if the called number exists in the cache, the call is hung up and a risk warning tone is played to the calling side; if the called number does not exist in the cache, the outbound call is continued according to the original number change process of the platform.

[0038] The beneficial effects of the present invention are as follows:

[0039] (1) Incorporating intelligent analysis models for complaint information, intelligent perception of call behavior, high-speed caching of massive data, efficient Bloom retrieval, and decoupling of number-changing outbound paging into voice calls, thus achieving almost zero-delay, high-efficiency, and high-connectivity number-changing paging on the platform;

[0040] (2) Combining the advantages of platform number change paging and intelligent reasoning for sensitive customers, in addition to ensuring the normal number change paging of the voice cloud platform, the intelligent analysis of large model numbers to perceive sensitive customers, efficient retrieval of massive data, and the platform's powerful number change outbound paging capabilities are used to improve the service call answering rate of the voice cloud platform and ensure the efficient and safe operation of the platform;

[0041] (3) Improve the call connection capability of the voice call platform and increase the call connection rate of the platform;

[0042] (4) Reduce the complaint rate of called customers and maximize the company's call needs;

[0043] (5) Improve the effective utilization rate of contracted numbers on the voice cloud platform and reduce unnecessary loss of number resources;

[0044] (6) Strengthen the compliance and security of the platform, improve the paging experience of enterprise users, and protect the legitimate rights and interests of users on the called side;

[0045] (7) As the average daily call volume of the voice cloud platform reaches nearly 200 million, a high-speed cache mechanism is introduced at the front end of the sensitive number information database and a Bloom filter is established when the platform is idle to improve the call connection rate of the platform and meet the requirements of high-concurrency call processing. BRIEF DESCRIPTION OF THE DRAWINGS

[0046] The accompanying drawings are only used to illustrate specific embodiments and are not considered to limit the present invention. In the entire drawings, the same reference symbols represent the same components. Obviously, the drawings described below are only some embodiments recorded in the embodiments of the present invention. For those of ordinary skill in the art, other drawings can also be obtained based on these drawings.

[0047] Figure 1 This is the existing normal call processing flow chart;

[0048] Figure 2 A flow chart of a method for improving call connection rate according to an embodiment of the present invention;

[0049] Figure 3 A schematic diagram of a temporary response 18X message according to an embodiment of the present invention;

[0050] Figure 4 This is a flow chart of desensitized number extraction according to an embodiment of the present invention;

[0051] Figure 5 A flowchart of querying sensitive numbers according to an embodiment of the present invention;

[0052] Figure 6 A schematic diagram of establishing a Bloom filter according to an embodiment of the present invention;

[0053] Figure 7 This is a logic flow chart of Bloom filter processing according to an embodiment of the present invention;

[0054] Figure 8 This is a flow chart of an outbound call according to an embodiment of the present invention;

[0055] Fig. 9 The present invention is a flowchart of a method for improving a call connection rate according to an embodiment of the present invention. DETAILED DESCRIPTION

[0056] In order to enable those skilled in the art to better understand the technical solutions in the embodiments of the present invention, the technical solutions of the present invention will be clearly and completely described below in conjunction with the accompanying drawings. Obviously, the described embodiments are part of the embodiments of the present invention, rather than all of the embodiments. It should be understood that these descriptions are only exemplary and are not intended to limit the scope of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in the field without making creative work should fall within the scope of protection of the present invention.

[0057] Furthermore, in the following description, descriptions of well-known structures and technologies are omitted to avoid unnecessarily obscuring the concepts disclosed in the present invention.

[0058] In the description of the present invention, it should be noted that, unless otherwise clearly specified and limited, the orientation or position relationship indicated by the terms "center", "upper", "lower", "left", "right", "vertical", "horizontal", "inside", "outside", etc. is based on the orientation or position relationship shown in the drawings, which is only for the convenience of describing the present invention and simplifying the description, and does not indicate or imply that the device or element referred to must have a specific orientation, be constructed and operated in a specific orientation, and therefore cannot be understood as a limitation of the present invention. In addition, the terms "first", "second", and "third" are only used for descriptive purposes and cannot be understood as indicating or implying relative importance. The terms "installed", "connected", and "connected" should be understood in a broad sense, for example, it can be a fixed connection, a detachable connection, or an integral connection; it can be a mechanical connection or an electrical connection; it can be a direct connection, or it can be indirectly connected through an intermediate medium, or it can be a connection between the two elements. For those of ordinary skill in the art, the specific meanings of the above terms in the present invention can be understood according to specific circumstances.

[0059] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, unless otherwise indicated, the same numbers in different drawings represent the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present invention. Instead, they are merely examples of methods and systems consistent with some aspects of the present invention as detailed in the appended claims.

[0060] The technical terms involved in the present invention are explained below:

[0061] Sip (Session initialization Protocol): Session Initiation Protocol, refer to Rfc3261. RFC3261 is the core specification of SIP, which defines various aspects of the SIP protocol in detail.

[0062] IMS (IP Multimedia Subsystem): IP multimedia system, which integrates mobile and fixed networks into the network architecture of voice, data and video convergence solutions.

[0063] Bloom Filter: A very long binary vector and a series of random mapping functions. This algorithm is superior to ordinary algorithms in terms of space and time.

[0064] like Figure 2 and Fig. 9As shown, the present invention proposes a method for improving call connection rate, comprising:

[0065] S1, call signaling collection

[0066] The signaling that meets the preset conditions in the SIP temporary response information of the called side during the call request is stored in the signaling database.

[0067] In this step, the preset condition is: 18X temporarily responds to the sip message and carries the signaling of call rejected or user busy in the reason header field, such as Figure 3 shown.

[0068] Specifically, the voice call platform is an AS service application of the IMS network, which is implemented based on the SIP protocol. When the calling party sends a call request to the called party using an INVITE message, the called party will directly hang up the call if it receives the request and it is displayed as an unfamiliar call or marked as a nuisance call and does not want to answer the call. At this time, the called party will return an 18X temporary response sip message with a reason header field indicating "call rejected" or "user busy". The platform signaling media soft switch will store such signaling in the signaling storage database.

[0069] S2, intelligent reasoning analysis of call behavior

[0070] Based on the customer's answering behavior and the call duration in the call record database, intelligent reasoning analysis of call behavior is performed, and the analyzed sensitive number information is stored in the sensitive number information database.

[0071] Specifically, analysis rules and models are established for the signaling database. When it is detected that the platform changes the number of outbound calls to the same called number multiple times and the result is that the called number is directly hung up, it indicates that the customer is sensitive or unwilling to answer unfamiliar calls, and the called customer's number is set as sensitive number information;

[0072] Data is extracted from the call record database. If the same called customer answers the platform's number-changing calls multiple times and hangs up within the first preset time, it means that he is unwilling to answer the call or is not interested. The called customer's number is set as sensitive number information.

[0073] In this step, the first preset time length is 1 to 3 seconds, which is set as needed.

[0074] S3, extraction of desensitized number information

[0075] For the desensitized number information on the complaint platform, an intelligent analysis model is established based on the known information of the calling customer.

[0076] The known information of the calling customer includes: the calling customer's industry, business type, call date, and the call record of the day.

[0077] Then, the call model and rules are used to match and analyze the call record database. If the complaint is matched to the corresponding call record according to the intelligent analysis model, it means that the call is real. The complaining customer number is extracted and stored as sensitive number information in the sensitive number information database.

[0078] When the complaint platform receives the complaint content from the customer, it sends the complaint content to the platform for verification. At this time, the complaining customer number in the complaint content has been anonymized. An intelligent analysis model is established based on the known information of the calling customer, and the call model and rule-based dialogue database are used for matching analysis. Figure 4 As shown, the following steps are included:

[0079] S31, determine whether the complaint content contains the complaining customer number, if yes, further determine whether there is a call date, otherwise go to step S39;

[0080] S32, determine whether the complaint content contains the call date, if yes, go to step S33, otherwise go to step S39;

[0081] S33, determine whether the complaint content includes the call time, if yes, go to step S34, otherwise go to step S35;

[0082] S34, determine whether the incoming call time is valid, if so, go to step S36, otherwise go to step S35;

[0083] S35, query the call bill of the day, if the call bill of the day is found, execute step S38, otherwise go to step S39;

[0084] S36, querying the call records within a second preset time period before and after the incoming call time; wherein the second preset time period is 10 minutes;

[0085] S37, if the query is a call record within the second preset time period before and after the incoming call time, execute step S38, otherwise go to step S35;

[0086] S38, determining whether the complaining customer number matches the first 3 digits and the last 2 digits, and if so, extracting the desensitized number;

[0087] S39, determining that the desensitized number has not been extracted.

[0088] In summary, when the called customer receives a changed-number outbound call from the platform, such as a marketing call, if he is sensitive, he will report it to the complaint platform. The complaint platform will send the complaint content to the platform for verification, but the number of the complaining customer included in the complaint content has been anonymized (only the first three digits and the last two digits are displayed, and the rest of the number is invisible, such as 181******31).

[0089] At this time, the massive call record database is matched and analyzed using the call model and rules based on known information such as the call date, the day's call record, and the user's industry. If the complaint is matched to the corresponding call record according to the analysis model, it means that the call is real, and the complaining customer number is added to the sensitive number information database.

[0090] S4, build sensitive number data

[0091] like Figure 5 As shown, a database and cache capable of processing massive amounts of sensitive number information is established, sensitive customer number information obtained through intelligent analysis is written into the sensitive number information database, and corresponding labels are added according to rules for persistent storage.

[0092] At the same time, a high-speed cache is added to the database front end to improve the platform's concurrent processing capabilities. Each call to the platform first accesses the cache to query whether the called number is a sensitive number. If the cache does not exist, the sensitive number information database is accessed for matching. If the sensitive number information database matches the sensitive number, the query result is returned, and the sensitive number queried from the information database is stored in the cache for subsequent call queries, so as to improve query efficiency and concurrent capabilities.

[0093] S5, create a Bloom filter

[0094] When the platform service is idle, multiple hash algorithms are used to build Bloom filters at the cache front end, such as Figure 6 shown.

[0095] like Figure 7 As shown, when a call request comes to query and verify a sensitive customer number, the called number is used as a keyword to query the Bloom filter. According to the algorithm characteristics of the Bloom filter, if the number does not exist in the Bloom filter, the call connection is directly returned; if the Bloom filter exists, the cache is queried, and the query result is returned if the cache matches; if the cache does not match the result, the sensitive number information database is queried, and the matching result is returned, and the matching result in the database is stored in the cache.

[0096] S6, platform outbound call behavior processing

[0097] Call behavior control is implemented based on the query results of the Bloom filter, cache and sensitive number information database, including: for calls that do not exist in the Bloom filter, the number is directly changed to an outbound call; for calls that exist in the Bloom filter, the call is hung up when the called number matches the corresponding result in the cache and sensitive number information database, and a prompt tone is played to inform the calling user, thereby achieving the purpose of improving the connection rate of the platform's number-changing calls, reducing the customer complaint rate and improving the platform resource rate.

[0098] like Figure 8 As shown, when the called number does not exist in the Bloom filter, it is determined that the called number is not in the sensitive number information database, and the outbound call is made directly according to the original number change process of the platform;

[0099] If the called number exists in the Bloom filter, the cache is queried again to determine whether the number exists in the sensitive number information database; if the called number exists in the cache, the call is hung up and a risk warning tone is played to the calling side; if the called number does not exist in the cache, the outbound call is continued according to the original number change process of the platform.

[0100] The method provided by the present invention extracts sensitive customer numbers and puts them into a sensitive number information library based on the reason field in the temporary response signaling 18x message when the called side refuses to answer and the call duration after answering in the call record when the voice cloud platform changes the number for outbound calls. At the same time, for the desensitized number information of the complaint platform, the sensitive number information library is extracted based on the industry, call time, call content, etc. of the corporate user. In combination with the platform's requirement for a large number of number-changing calls, a high-speed cache and a Bloom filter are added in front of the sensitive number information library, which improves the platform's high-concurrency call processing performance, connection efficiency, and security.

[0101] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the embodiments of the present invention, rather than to limit them. Although the present invention has been described in detail with reference to the above embodiments, those skilled in the art should understand that they can still modify the technical solutions recorded in the above embodiments, or replace some of the technical features therein by equivalents; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions of the embodiments of the present invention. Any changes or replacements that can be easily thought of by those skilled in the art within the technical scope disclosed in the present invention should be covered within the protection scope of the present invention.

Claims

1. A method for improving call connection rate, characterized in that: include: S1, call signaling collection: the signaling that meets the preset conditions in the SIP temporary response information of the called side during the call request is stored in the signaling database; S2, intelligent reasoning analysis of call behavior: intelligent reasoning analysis is performed on the customer's answering behavior to obtain sensitive number information, and the analyzed sensitive number information is stored in the sensitive number information database; S3, extraction of desensitized number information: For the desensitized number information of the complaint platform, an intelligent analysis model is established based on the known information of the calling customer, and the call record database is matched and analyzed using the traffic model and rules. If the complaint is matched to the corresponding call record according to the intelligent analysis model, it indicates that the call is real. The complaining customer number is extracted and stored as sensitive number information in the sensitive number information database; S4, build sensitive number data: write sensitive customer number information into the sensitive number information database, and add a cache at the front end of the sensitive number information database. Each call to the platform first accesses the cache when querying whether the called number is a sensitive number. If the cache does not exist, the sensitive number information database is accessed for matching and comparison; S5, establish a Bloom filter: when the platform service is idle, establish a Bloom filter at the front end of the cache. When a call request comes to query and verify a sensitive customer number, if the Bloom filter does not contain the called number, directly return the call connection; if the Bloom filter contains the called number, further query the cache; S6, platform outbound call behavior processing: call behavior control is implemented based on the query results of the Bloom filter, cache and sensitive number information library, including: for calls that do not exist in the Bloom filter, the number is directly changed to an outbound call; for calls that exist in the Bloom filter, if the called number matches the corresponding result in the cache and sensitive number information library, the call is hung up and a prompt tone is played to inform the calling user.

2. A method for improving call connection rate according to claim 1, characterized in that: In S1, the preset condition is: 18X temporarily responds to the sip message and carries a signaling indicating call rejected or user busy in the reason header field.

3. A method for improving call connection rate according to claim 1, characterized in that: In S2, intelligent reasoning analysis is performed based on the customer's answering behavior of the incoming call, including: Establishing analysis rules and models for the signaling database, when detecting that the platform changes the number of outbound calls to the same called number multiple times and the result is direct hanging up, it indicates that the customer is sensitive or unwilling to answer unfamiliar calls, and the number of the called customer is set as sensitive number information; Data is extracted from the call record database. If the same called customer answers the platform's number-changing calls multiple times and hangs up within the first preset time, it means that he is unwilling to answer the call or is not interested. The called customer's number is set as sensitive number information.

4. A method for improving call connection rate according to claim 3, characterized in that: The first preset time length is 1 to 3 seconds.

5. A method for improving call connection rate according to claim 1, characterized in that: In S3, the known information of the calling customer includes: the calling customer's industry, business type, call date and the call record of the day.

6. A method for improving call connection rate according to claim 5, characterized in that: In S3, when the complaint platform receives the complaint content from the customer, it sends the complaint content to the platform for verification. At this time, the complaining customer number in the complaint content has been anonymized. An intelligent analysis model is established based on the known information of the calling customer, and matching analysis is performed using the call model and rule-based dialogue database, including: S31, determine whether the complaint content contains the complaining customer number, if yes, further determine whether there is a call date, otherwise go to step S39; S32, determine whether the complaint content contains the call date, if yes, go to step S33, otherwise go to step S39; S33, determine whether the complaint content includes the call time, if yes, go to step S34, otherwise go to step S35; S34, determine whether the incoming call time is valid, if so, go to step S36, otherwise go to step S35; S35, query the call bill of the day, if the call bill of the day is found, execute step S38, otherwise go to step S39; S36, querying the call records within a second preset time period before and after the incoming call; S37, if the query is a call record within the second preset time period before and after the incoming call time, execute step S38, otherwise go to step S35; S38, determining whether the complaining customer number matches the first 3 digits and the last 2 digits, and if so, extracting the desensitized number; S39, determining that the desensitized number has not been extracted.

7. A method for improving call connection rate according to claim 6, characterized in that: The second preset time length is 10 minutes.

8. A method for improving call connection rate according to claim 1, characterized in that: In S4, if the sensitive number information database matches a sensitive number, the query result is returned, and the sensitive number queried from the sensitive number information database is stored in a cache for subsequent call query.

9. A method for improving call connection rate according to claim 1, characterized in that: In S5, if the cache matches the query result, it is returned; if the cache does not match the result, the sensitive number information library is queried and the matching result is returned, and the matching result in the sensitive number information library is stored in the cache.

10. A method for improving call connection rate according to claim 1, characterized in that: In said S6, If the called number does not exist in the Bloom filter, it is determined that the called number is not in the sensitive number information database, and the outbound call is made directly according to the original number change process of the platform; If the called number exists in the Bloom filter, the cache is queried again to determine whether the number exists in the sensitive number information database; if the called number exists in the cache, the call is hung up and a risk warning tone is played to the calling party; If the called number does not exist in the cache, the outbound call will be connected according to the original number change process of the platform.

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