Call-out failure processing method and device, storage medium and computer equipment

Abstract

The invention discloses a call-out failure processing method and device, a storage medium and computer equipment, and relates to the technical field of computers and the technical field of financial science and technology, and the method comprises the steps: obtaining a call-out failure work order; based on an outbound operation log corresponding to the outbound failure work order, decomposing to obtain a plurality of log keywords; in a preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on log keyword matching, a solution template corresponding to the failure type is obtained, the preset outbound call failure type library comprises multiple failure types, and each failure type corresponds to at least one solution template; and obtaining the target solution based on the solution template and the log keyword, and pushing the target solution to the call operation terminal corresponding to the outbound failure work order, so that an outbound operator obtains the target solution through the call operation terminal to re-execute the outbound operation, and the processing efficiency when the outbound operator fails is improved.

Description

Technical Field

[0001] The present application relates to the fields of computer technology and financial technology, and in particular to a method and apparatus for processing outbound call failures, a storage medium, and a computer device. Background Art

[0002] The outbound call system is a relatively important system in the daily external communication of insurance and other financial companies. However, at present, most outbound call systems have large gaps in the processing of outbound call failures and re-dispatching. Manual reporting is required, and the reasons are manually investigated at each level, and then the orders are manually re-dispatched. The processing time is long and the efficiency is low. It often results in the situation where orders are forced to be lost due to timeliness issues and lack of operational suggestions, which affects the efficiency of outbound call operators in handling insurance-related business and also reduces the efficiency of handling outbound call failure work orders. Summary of the invention

[0003] In view of this, the present application provides an outbound call failure processing method and device, storage medium, and computer equipment to obtain an outbound call failure work order, wherein the outbound call failure work order corresponds to an outbound call operation log; based on the outbound call operation log, multiple log keywords are decomposed; in a preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on log keyword matching, and a solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound operator obtains the target solution through the call operation terminal and re-executes the outbound operation, thereby improving the processing efficiency of the outbound operator when an outbound call fails.

[0004] According to one aspect of the present application, a method for processing an outbound call failure is provided, the method comprising:

[0005] Obtain an outbound call failure work order, wherein the outbound call failure work order corresponds to an outbound call operation log;

[0006] Decomposing the outbound call operation log to obtain a plurality of log keywords;

[0007] In a preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and a solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template;

[0008] Based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation.

[0009] Optionally, the log keyword includes an error code; and obtaining the failure type of the outbound call failure work order based on the log keyword matching in the preset outbound call failure type library includes:

[0010] An error code in the log keyword is identified, and a failure type corresponding to the error code is matched in a preset outbound call failure type library, wherein the failure type in the preset outbound call failure type library corresponds to an error code.

[0011] Optionally, the decomposition based on the outbound call operation log obtains multiple log keywords, including:

[0012] The outbound call operation log is semantically analyzed to obtain a plurality of words to be identified, and the words to be identified are identified to obtain a plurality of log keywords, wherein the log keywords include error code, outbound call time, model of the call operation terminal, and network status of the call operation terminal.

[0013] Optionally, the solution template corresponds to a push priority, and obtaining a target solution based on the solution template and the log keyword includes:

[0014] When there are multiple solution templates, the target solution template is determined based on the push priorities corresponding to each solution template;

[0015] A plurality of target solution parameters corresponding to the target solution template are determined based on the log keyword, and a target solution is obtained based on the target solution parameters and the target solution template.

[0016] Optionally, after pushing the target solution to the call operation terminal of the outbound call failure work order, the method further includes:

[0017] When the outbound operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure ticket is marked as resolved;

[0018] If the operation is unsuccessful, a replacement solution is generated in order of push priority, based on the solution template corresponding to the next lower push priority of the current push priority, and the replacement solution is pushed to the call operation terminal of the outbound call failure work order until the outbound call operator succeeds in operating the outbound call operation based on the pushed replacement solution. Specifically, when the outbound call operator still cannot re-execute the outbound call operation based on all the pushed replacement solutions, an outbound call processing exception information is sent to the preset receiving terminal, and a new solution template is obtained based on the feedback information of the outbound call processing exception information and added to the preset failure type library. The initial setting push priority of the new solution template is the lowest, and the feedback information includes the new solution.

[0019] Optionally, before obtaining the outbound call failure work order, the method further includes:

[0020] When an outbound call operator fails in a call operation, the outbound call operator creates an outbound call failure work order, or periodically queries the outbound call operation log in the log system. When the query result shows that the number of outbound call operation logs containing error codes within a preset time period is greater than a preset warning threshold, an outbound call failure work order is generated based on the outbound call operation logs containing the error codes, wherein each outbound call operation corresponds to an outbound call operation log, which is stored in the log system.

[0021] Optionally, before obtaining the failure type of the outbound call failure work order based on the log keyword matching in the preset outbound call failure type library, the method further includes:

[0022] Acquire multiple historical outbound call failure work orders, wherein each of the historical outbound call failure work orders corresponds to a historical outbound call operation log and a historical solution;

[0023] Based on the historical outbound call operation logs corresponding to each historical outbound call failure work order, the failure reasons of the historical outbound call failure work orders are extracted, multiple failure types are determined based on the failure reasons, and based on the historical solutions of each historical outbound call failure work order, a solution template for each failure type and the push priority of each solution template are determined;

[0024] Based on the determined failure type, solution template and push priority, an outbound call failure type library is established, wherein the outbound call failure type library includes multiple failure types, each failure type is marked with an error code, each failure type corresponds to at least one solution template, and each solution template corresponds to a push priority.

[0025] According to another aspect of the present application, a device for processing an outbound call failure is provided, the device comprising:

[0026] A failed work order acquisition module is used to acquire an outbound call failed work order, wherein the outbound call failed work order corresponds to an outbound call operation log;

[0027] An operation log decomposition module, used for decomposing the outbound call operation log to obtain multiple log keywords;

[0028] A failure type matching module, used to obtain the failure type of the outbound call failure work order based on the log keyword matching in a preset outbound call failure type library, and obtain a solution template corresponding to the failure type, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template;

[0029] The solution push module is used to obtain the target solution based on the solution template and the log keyword, and push the target solution to the call operation terminal of the outbound call failure work order, so that the outbound call operator can obtain the target solution through the call operation terminal and re-execute the outbound call operation.

[0030] Optionally, the log keyword includes an error code; and the failure type matching module is further used to:

[0031] An error code in the log keyword is identified, and a failure type corresponding to the error code is matched in a preset outbound call failure type library, wherein the failure type in the preset outbound call failure type library corresponds to an error code.

[0032] Optionally, the operation log decomposition module is further used to:

[0033] The outbound call operation log is semantically analyzed to obtain a plurality of words to be identified, and the words to be identified are identified to obtain a plurality of log keywords, wherein the log keywords include error code, outbound call time, model of the call operation terminal, and network status of the call operation terminal.

[0034] Optionally, the solution template corresponds to a push priority, and the device further includes: a solution generation module, configured to:

[0035] When there are multiple solution templates, the target solution template is determined based on the push priorities corresponding to each solution template;

[0036] A plurality of target solution parameters corresponding to the target solution template are determined based on the log keyword, and a target solution is obtained based on the target solution parameters and the target solution template.

[0037] Optionally, the solution push module is further used to:

[0038] When the outbound operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure ticket is marked as resolved; if the operation is unsuccessful;

[0039] Then, in order of push priorities, replacement solutions are generated based on the solution templates corresponding to the next lower push priority of the current push priority, and the replacement solutions are pushed to the call operation terminal of the outbound call failure work order until the outbound call operator succeeds in operating the replacement solution based on the push. Specifically, when the outbound call operator still cannot re-execute the outbound call operation based on all the pushed replacement solutions, an outbound call processing exception information is sent to the preset receiving terminal, and a new solution template is obtained based on the feedback information of the outbound call processing exception information and added to the preset failure type library. The initial setting push priority of the new solution template is the lowest, and the feedback information includes the new solution.

[0040] Optionally, the device further comprises: a failed work order creation module, configured to:

[0041] When an outbound call operator fails in a call operation, the outbound call operator creates an outbound call failure work order, or periodically queries the outbound call operation log in the log system. When the query result shows that the number of outbound call operation logs containing error codes within a preset time period is greater than a preset warning threshold, an outbound call failure work order is generated based on the outbound call operation logs containing the error codes, wherein each outbound call operation corresponds to an outbound call operation log, which is stored in the log system.

[0042] Optionally, the device further comprises: a failure type library building module, configured to:

[0043] Acquire multiple historical outbound call failure work orders, wherein each of the historical outbound call failure work orders corresponds to a historical outbound call operation log and a historical solution;

[0044] Based on the historical outbound call operation logs corresponding to each historical outbound call failure work order, the failure reasons of the historical outbound call failure work orders are extracted, multiple failure types are determined based on the failure reasons, and based on the historical solutions of each historical outbound call failure work order, a solution template for each failure type and the push priority of each solution template are determined;

[0045] Based on the determined failure type, solution template and push priority, an outbound call failure type library is established, wherein the outbound call failure type library includes multiple failure types, each failure type is marked with an error code, each failure type corresponds to at least one solution template, and each solution template corresponds to a push priority.

[0046] According to another aspect of the present application, a storage medium is provided, on which a computer program is stored, and when the program is executed by a processor, the above-mentioned outbound call failure processing method is implemented.

[0047] According to another aspect of the present application, a computer device is provided, including a storage medium, a processor, and a computer program stored on the storage medium and executable on the processor, wherein the processor implements the above-mentioned outbound call failure processing method when executing the program.

[0048] By means of the above-mentioned technical scheme, the present application provides an outbound call failure processing method and device, storage medium, and computer equipment, which obtain an outbound call failure work order, wherein the outbound call failure work order corresponds to an outbound call operation log; based on the outbound call operation log, multiple log keywords are decomposed; in a preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and a solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound operator obtains the target solution through the call operation terminal and re-executes the outbound operation, thereby improving the processing efficiency of the outbound operator when the outbound call fails.

[0049] The above description is only an overview of the technical solution of the present application. In order to more clearly understand the technical means of the present application, it can be implemented in accordance with the contents of the specification. In order to make the above and other purposes, features and advantages of the present application more obvious and easy to understand, the specific implementation methods of the present application are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0050] The drawings described herein are used to provide a further understanding of the present application and constitute a part of the present application. The illustrative embodiments of the present application and their descriptions are used to explain the present application and do not constitute an improper limitation on the present application. In the drawings:

[0051] Figure 1 A schematic diagram of a process for processing an outbound call failure provided in an embodiment of the present application is shown;

[0052] Figure 2 A schematic diagram of a process of another outbound call failure processing method provided in an embodiment of the present application is shown;

[0053] Figure 3 A schematic diagram of a process flow of another outbound call failure processing method provided in an embodiment of the present application is shown;

[0054] Figure 4 A schematic diagram of a process flow of another outbound call failure processing method provided in an embodiment of the present application is shown;

[0055] Figure 5 A schematic diagram of the structure of an outbound call failure processing device provided in an embodiment of the present application is shown;

[0056] Figure 6 A structural schematic diagram of another outbound call failure processing device provided in an embodiment of the present application is shown. DETAILED DESCRIPTION

[0057] The present application will be described in detail below with reference to the accompanying drawings and in combination with embodiments. It should be noted that the embodiments and features in the embodiments of the present application can be combined with each other without conflict.

[0058] In this embodiment, a method for processing an outbound call failure is provided. Figure 1 As shown, the method includes:

[0059] Step 101, obtaining an outbound call failure work order, wherein the outbound call failure work order corresponds to an outbound call operation log.

[0060] Currently, when an outbound operator encounters an outbound call problem, they need to go through the following steps:

[0061] 1. Feedback to the organization administrator, who collects information and feeds it back to the IT operations staff;

[0062] 2. IT operations personnel try to find useful information from the log system. If they cannot determine the information, they hand it over to developers.

[0063] 3. After the developers locate the problem, they will provide feedback to the outbound call operators step by step and re-perform the outbound call operation.

[0064] The longest link in this process requires eight steps to return to the outbound call operator's node, and the discovery of problems is mostly reported manually by the outbound call operator, which has low efficiency and timeliness, seriously affecting the development of business.

[0065] In the above embodiments of the present application, it can be applied to the field of financial technology, such as the intelligent processing system for outbound call problems in the insurance industry. Under normal circumstances, when an outbound call operator performs an outbound call operation in the insurance industry, he logs in to the outbound call operation platform through his own call operation terminal (mobile phone, computer, etc.), and then performs the outbound call operation based on the outbound call operation platform to achieve insurance business communication with the user. In particular, in order to protect the rights and interests of the called user, when performing an outbound call operation through the outbound call operation platform, the outbound call operator cannot obtain the specific called user information, that is, the number dialed through the outbound call operation platform is a "virtual number". During the outbound call operator's outbound call operation, when the network status of the call operation terminal used by the outbound call operator is abnormal, the call signal is abnormal, or the outbound call operation platform is abnormal, resulting in an incorrect dialed number, etc., the outbound call operation will fail, that is, it cannot be dialed normally. At this time, an "outbound call failure work order" can be created. For this purpose, the outbound call failure work order is obtained through the outbound call problem intelligent processing system, and then "autonomous analysis" is performed to provide a solution, which can improve the outbound call operation success rate of the outbound call operator. Specifically, the outbound call failure work order corresponds to an outbound call operation log, which is used to record relevant information during the outbound call operation, such as the model of the call operation terminal (such as the model of the mobile phone used by the outbound call operator), the outbound call time, the network status of the call operation terminal, and the error code recorded during the outbound call operation.

[0066] Step 102: Decompose the outbound call operation log to obtain a plurality of log keywords.

[0067] Next, based on the outbound call operation log, multiple log keywords are decomposed to extract "useful" key information. Log keywords include the model of the call operation terminal, the outbound call time, the network status of the call operation terminal, and the error code recorded during the operation.

[0068] Step 103, in the preset outbound call failure type library, obtain the failure type of the outbound call failure work order based on the log keyword matching, and obtain the solution template corresponding to the failure type, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template.

[0069] Next, in the preset outbound call failure type library, the failure type of the outbound call failure ticket is obtained based on the log keyword matching, and the solution template corresponding to the failure type is obtained. The preset outbound call failure type library includes multiple failure types, and each failure type also corresponds to one or more solution templates. For example, the failure type and solution template are:

[0070] When the failure type is "zero configuration access not possible", the solution template can be to try to switch the call operation terminal to flight mode and then reopen the network. In particular, the specific method of switching modes needs to be determined according to the model of the call operation terminal, that is, the model of the call operation terminal and the switching method corresponding to the model are solution parameters. After the solution parameters are determined, they are filled in the template to form a final solution.

[0071] When the failure type is "softphone is in call", the solution template can be to retry dialing later. At this time, the content that needs to be supplemented in the template (ie, solution parameters) such as the virtual number to be dialed and the link to be clicked to dial, etc.

[0072] When the failure type is "the work number is already occupied", the solution template can be to reallocate the work number. The template needs to supplement content such as the reallocated work number.

[0073] When the failure type is "invalid called number", the solution template can be to reallocate the virtual number to be dialed. The template needs to be supplemented with content such as the reallocated virtual number to be dialed, the link to be clicked and so on.

[0074] When the failure type is "number of calls exceeds the limit", the solution template can be to call again tomorrow or to increase the limit. The content that needs to be supplemented in the template may include the current number of calls, the limit to be adjusted, or the date for calling again.

[0075] Step 104, based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation.

[0076] Next, based on the solution template and log keywords, the content that needs to be supplemented (solution parameters) is added to the solution template to form the final target solution, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound call operator can obtain the target solution through the call operation terminal and re-execute the outbound call operation. In particular, when the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation, if the call is successful, the successful work order will be marked as resolved. After that, the solution will no longer be pushed to the "resolved" outbound call failure work order, thereby improving efficiency.

[0077] By applying the technical solution of the present embodiment, an outbound call failure work order is obtained, wherein the outbound call failure work order corresponds to an outbound call operation log; based on the outbound call operation log, multiple log keywords are decomposed; in the preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and a solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound operator obtains the target solution through the call operation terminal and re-executes the outbound operation, thereby improving the processing efficiency of the outbound operator when the outbound call fails.

[0078] Further, as a refinement and extension of the specific implementation of the above embodiment, in order to fully illustrate the specific implementation process of this embodiment, another outbound call failure processing method is provided, such as Figure 2 As shown, the method includes:

[0079] Step 201, when an outbound call operator fails in a call operation, the outbound call operator creates an outbound call failure work order, or periodically queries the outbound call operation log in the log system. When the query result shows that the number of outbound call operation logs containing error codes within a preset time period is greater than a preset warning threshold, an outbound call failure work order is generated based on the outbound call operation logs containing the error codes, wherein each outbound call operation corresponds to an outbound call operation log, and the outbound call operation log is stored in the log system.

[0080] In the above embodiment of the present application, the outbound operator logs in to the outbound operation platform through the call operation terminal to perform outbound operations. Each outbound operation corresponds to an outbound operation log, which is stored in the log system. When the outbound operator fails to make an outbound call, an outbound failure work order can be created independently. In addition to the active reporting by the outbound operator, a threshold of the number of errors within a specified time period for a single outbound operator can also be added. When the threshold is exceeded, it will also be actively reported, that is, the outbound call problem intelligent processing system periodically queries the outbound operation log in the log system. When the query result shows that the number of outbound operation logs containing error codes within the preset time period is greater than the preset warning threshold, an outbound failure work order is generated based on the outbound operation log containing the error code. Specifically, the outbound call operation log in the log system can be queried every hour, every 2 hours, or other preset intervals. For example, when the number of outbound call operation logs containing error codes is greater than 10 within 1 hour, an outbound call failure work order is generated based on the outbound call operation logs containing the error codes. To this end, two work order generation methods can be implemented, which can reduce the missed detection rate of "failure processing" and improve processing efficiency. Failed work orders can be discovered and processed in a timely manner, which can efficiently replace the related work and lengthy processes originally performed manually.

[0081] Step 202, obtaining an outbound call failure work order, wherein the outbound call failure work order corresponds to an outbound call operation log.

[0082] Step 203, performing semantic analysis on the outbound call operation log to obtain a plurality of words to be identified, identifying the words to be identified to obtain a plurality of log keywords, wherein the log keywords include error code, outbound call time, model of the call operation terminal and network status of the call operation terminal.

[0083] Next, obtain the outbound call failure work order, which corresponds to the outbound call operation log. Perform semantic analysis on the outbound call operation log to obtain multiple words to be identified, identify the words to be identified, and obtain multiple log keywords. The log keywords include error code, outbound call time, call operation terminal model, call operation terminal network status, etc. The error code is a "digital code" set by the insurance provider. Different digital codes represent different "error conditions", that is, failure types.

[0084] Step 204, identify the error code in the log keyword, match the failure type corresponding to the error code in the preset outbound call failure type library, and obtain the solution template corresponding to the failure type, wherein the failure type in the preset outbound call failure type library corresponds to the error code, and the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template.

[0085] Next, the error code in the log keyword is identified, the failure type corresponding to the error code is matched in the preset outbound call failure type library, and the solution template corresponding to the failure type is obtained to prepare for the subsequent push of the target solution. In particular, the failure type in the preset outbound call failure type library corresponds to the error code, and the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template.

[0086] Step 205, when there are multiple solution templates, determine the target solution template based on the push priority corresponding to each solution template, determine multiple target solution parameters corresponding to the target solution template based on the log keyword, and obtain the target solution based on the target solution parameters and the target solution template, wherein the solution template corresponds to a push priority.

[0087] Step 206: Push the target solution to the call operation terminal corresponding to the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation.

[0088] Next, when there are multiple solution templates, the target solution template is determined based on the push priority corresponding to each solution template. The push priority reflects the push priority of each solution. For example, it can be set to level one, level two, level three, etc. from high to low. When setting the push priority, it can be set according to the processing success rate of historical solutions. The higher the processing success rate, the higher the set push priority. Specifically, when there are three solution templates, the solution template with the highest push priority can be used as the target solution template first, and multiple target solution parameters corresponding to the target solution template can be determined based on the log keywords. Finally, the target solution is obtained based on the target solution parameters and the target solution template. For example, when the failure type is "zero configuration access not possible", the target solution template determined according to the push priority is to try to switch the terminal to flight mode and then reopen the network. At this time, it is necessary to obtain the "model of the call operation terminal and the network status of the call operation terminal". The solution parameters are "model of the call operation terminal and the network status of the call operation terminal". According to the model of the call operation terminal and the network status of the call operation terminal, the content that needs to be supplemented in the solution template (the method of reopening the network for the model of the call operation terminal) is determined. For this reason, the outbound call operator can directly reopen the network for the call operation terminal through the target solution, and then try to re-execute the outbound call operation.

[0089] Step 207: When the outbound call operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure work order is marked as resolved.

[0090] Step 208, if the operation is unsuccessful, generate a replacement solution based on the solution template corresponding to the next lower push priority of the current push priority in order of push priority, and push the replacement solution to the call operation terminal of the outbound call failure work order until the outbound call operator succeeds in operating the outbound call operation based on the pushed replacement solution. When the outbound call operator still cannot re-execute the outbound call operation based on all the pushed replacement solutions, an outbound call processing exception message is sent to a preset receiving terminal, and a new solution template is obtained based on feedback information of the outbound call processing exception message and added to the preset failure type library. The initial setting push priority of the new solution template is the lowest, and the feedback information includes the new solution.

[0091] Next, when the outbound operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure work order will be marked as resolved. If the operation is not successful, for example, the outbound operator finds that the outbound call operation cannot be performed after trying to reopen the network, then in order of push priority, a replacement solution is generated based on the solution template corresponding to the next lower push priority of the current push priority. For example, the push priority of the target solution sent for the first time is level one, then the level two solution template corresponding to the "zero configuration accessibility" failure type is obtained from the preset failure type library to form a replacement solution for push. The newly generated replacement solution, such as restarting the machine, pushes the solution in sequence according to the push priority until the outbound operator succeeds in the operation based on the pushed replacement solution. In particular, when the outbound operator still cannot re-execute the outbound call operation based on all the replacement solutions pushed, the outbound call processing exception information is sent to the preset receiving terminal. The preset receiving terminal can be set as the developer's operation terminal. After receiving the outbound call processing exception information, the developer can provide a new solution that is different from the "original solution" in the preset failure type, that is, feedback information. After obtaining the new solution template through the feedback information, it is added to the preset failure type library and the push priority is set to the lowest. To this end, the new solution can continue to be pushed to the outbound call operation terminal in the push order to realize the re-execution of the outbound call operation. After that, the new push priority can be determined according to the processing success rate of the new solution. The new solution is used to provide more selectivity in the subsequent solution push, which can further improve the success rate of reprocessing, thereby avoiding the inefficiency caused by manual input errors.

[0092] By applying the technical solution of this embodiment, Figure 3 As shown, the outbound operator logs in to the outbound operation platform through the call operation terminal and performs the outbound operation. When the outbound operation fails, the outbound operator creates an outbound failure work order. Since the outbound operator will record the outbound operation log each time it performs an outbound operation, and the outbound operation log is stored in the log system, in addition to being actively reported by the outbound operator, when the outbound operation log in the log system shows that the number of outbound operation logs containing error codes within a preset period exceeds the preset warning threshold, an outbound failure work order is generated. At this time, the outbound failure work order is obtained and decomposed to obtain the log keyword, and the log keyword is matched with the preset failure type library to obtain the failure type and the target solution corresponding to the failure type and push it to the call operation terminal of the outbound operator so that the outbound operator can re-execute the outbound operation. The processing efficiency of the outbound operator when the outbound call fails is improved.

[0093] Further, as a refinement and extension of the specific implementation of the above embodiment, in order to fully illustrate the specific implementation process of this embodiment, another outbound call failure processing method is provided, such as Figure 4 As shown, the method includes:

[0094] Step 301, obtaining a plurality of historical outbound call failure work orders, wherein each of the historical outbound call failure work orders corresponds to a historical outbound call operation log and a historical solution.

[0095] Step 302, based on the historical outbound call operation logs corresponding to each historical outbound call failure work order, extract the failure reasons of the historical outbound call failure work orders, determine multiple failure types based on the failure reasons, and based on the historical solutions to each historical outbound call failure work order, determine the solution template for each failure type and the push priority of each solution template.

[0096] Step 303, based on the determined failure type, solution template and push priority, establish an outbound call failure type library, wherein the outbound call failure type library includes multiple failure types, each failure type is marked with an error code, each failure type corresponds to at least one solution template, and each solution template corresponds to a push priority.

[0097] In the above embodiment of the present application, developers can classify and label the error types in advance and enter them into the database, thus forming a preset outbound call failure type library. After that, the outbound call problem intelligent processing system can automatically match the failure type and solution from the preset outbound call failure type library and push them to the outbound call operator, thereby realizing efficient processing of outbound call failure work orders.

[0098] Specifically, multiple historical outbound call failure work orders are obtained, each of which corresponds to an outbound call operation log and a historical solution. Based on the historical outbound call operation log corresponding to each historical outbound call failure work order, the failure reasons of the historical outbound call failure work orders are extracted, and the failure reasons may be network reasons, number errors, number limits, etc. Based on multiple failure reasons, multiple failure types are determined, such as: "zero configuration cannot be accessed", "soft phone is in a call", "work number is already occupied", "invalid called number" and "number of calls exceeds the limit", etc. At the same time, combined with the historical solution of each failure type, the solution template of each failure type is determined, and then combined with the historical processing success rate of the historical solution corresponding to each failure type, the push priority of each solution template is set. Finally, based on the determined failure type, solution template and push priority, an outbound call failure type library is established for subsequent autonomous solution matching.

[0099] Step 304, obtaining an outbound call failure work order, and decomposing a plurality of log keywords based on the outbound call operation log, wherein the outbound call failure work order corresponds to an outbound call operation log.

[0100] Step 305: In the preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and the solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template.

[0101] Step 306, based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation.

[0102] Next, an outbound call failure work order is obtained, wherein the outbound call failure work order corresponds to an outbound call operation log; based on the outbound call operation log, multiple log keywords are decomposed; in the preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and a solution template corresponding to the failure type is obtained, the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound operator obtains the target solution through the call operation terminal and re-executes the outbound operation, thereby improving the processing efficiency of the outbound operator when the outbound call fails.

[0103] By applying the technical solution of this embodiment, multiple historical outbound call failure work orders are obtained, and based on the historical outbound call operation logs corresponding to each historical outbound call failure work order, the failure reasons of the historical outbound call failure work orders are extracted, and multiple failure types are determined based on the failure reasons, and based on the historical solutions of each historical outbound call failure work order, the solution template for each failure type and the push priority of each solution template are determined. Based on the determined failure type, solution template and push priority, an outbound call failure type library is established, and the outbound call failure work order is obtained. In the preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and the solution template corresponding to the failure type is obtained. Based on the solution template and the log keyword, the target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound operator obtains the target solution through the call operation terminal and re-executes the outbound call operation. By pre-classifying and labeling the error types, entering them into the database, and then performing log analysis and processing by the outbound call intelligent problem processing system, the original related work and cumbersome processes performed manually can be efficiently replaced, thereby improving the outbound call processing efficiency.

[0104] Further, as Figure 1 The specific implementation of the method, the embodiment of the present application provides an outbound call failure processing device, such as Figure 5 As shown, the device comprises:

[0105] The failed work order acquisition module 401 is used to acquire an outbound call failed work order, wherein the outbound call failed work order corresponds to an outbound call operation log;

[0106] An operation log decomposition module 402, configured to decompose the outbound call operation log to obtain a plurality of log keywords;

[0107] The failure type matching module 403 is used to obtain the failure type of the outbound call failure work order based on the log keyword matching in the preset outbound call failure type library, and obtain the solution template corresponding to the failure type, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template;

[0108] The solution push module 404 is used to obtain a target solution based on the solution template and the log keyword, and push the target solution to the call operation terminal of the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation.

[0109] Optionally, the log keyword includes an error code; the failure type matching module 403 is further used to:

[0110] An error code in the log keyword is identified, and a failure type corresponding to the error code is matched in a preset outbound call failure type library, wherein the failure type in the preset outbound call failure type library corresponds to an error code.

[0111] Optionally, the operation log decomposition module 402 is further used to:

[0112] The outbound call operation log is semantically analyzed to obtain a plurality of words to be identified, and the words to be identified are identified to obtain a plurality of log keywords, wherein the log keywords include error code, outbound call time, model of the call operation terminal, and network status of the call operation terminal.

[0113] Optionally, the solution push module 404 is further used to:

[0114] When the outbound operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure ticket is marked as resolved;

[0115] If the operation is unsuccessful, a replacement solution is generated in order of push priority, based on the solution template corresponding to the next lower push priority of the current push priority, and the replacement solution is pushed to the call operation terminal of the outbound call failure work order until the outbound call operator succeeds in operating the outbound call operation based on the pushed replacement solution. Specifically, when the outbound call operator still cannot re-execute the outbound call operation based on all the pushed replacement solutions, an outbound call processing exception information is sent to the preset receiving terminal, and a new solution template is obtained based on the feedback information of the outbound call processing exception information and added to the preset failure type library. The initial setting push priority of the new solution template is the lowest, and the feedback information includes the new solution.

[0116] Furthermore, the embodiment of the present application provides another outbound call failure processing device, such as Figure 6 As shown, the device comprises:

[0117] A failed work order acquisition module 501 is used to acquire an outbound call failed work order, wherein the outbound call failed work order corresponds to an outbound call operation log;

[0118] An operation log decomposition module 502, configured to decompose the outbound call operation log to obtain a plurality of log keywords;

[0119] A failure type matching module 503 is used to obtain the failure type of the outbound call failure work order based on the log keyword matching in a preset outbound call failure type library, and obtain a solution template corresponding to the failure type, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template;

[0120] A solution push module 504 is used to obtain a target solution based on the solution template and the log keyword, and push the target solution to the call operation terminal of the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation;

[0121] A solution generation module 505 is used to determine a target solution template based on the push priorities corresponding to the solution templates when there are multiple solution templates, determine multiple target solution parameters corresponding to the target solution template based on the log keyword, and obtain a target solution based on the target solution parameters and the target solution template, wherein the solution template corresponds to a push priority;

[0122] A failure type library establishment module 506 is used to obtain multiple historical outbound call failure work orders, wherein each of the historical outbound call failure work orders corresponds to a historical outbound call operation log and a historical solution; based on the historical outbound call operation log corresponding to each of the historical outbound call failure work orders, the failure cause of the historical outbound call failure work order is extracted, multiple failure types are determined based on the failure cause, and based on the historical solution of each historical outbound call failure work order, a solution template for each failure type and a push priority for each solution template are determined; based on the determined failure type, solution template and push priority, an outbound call failure type library is established, wherein the outbound call failure type library includes multiple failure types, each failure type is marked with an error code, each failure type corresponds to at least one solution template, and each solution template corresponds to a push priority;

[0123] The failed work order creation module 507 is used for the outbound call operator to create an outbound call failure work order when the outbound call operator fails in the call operation, or to periodically query the outbound call operation log in the log system. When the query result shows that the number of outbound call operation logs containing error codes within the preset time period is greater than the preset warning threshold, an outbound call failure work order is generated based on the outbound call operation logs containing the error codes, wherein each outbound call operation corresponds to an outbound call operation log, and the outbound call operation log is stored in the log system.

[0124] Optionally, the log keyword includes an error code; the failure type matching module 503 is further used to:

[0125] An error code in the log keyword is identified, and a failure type corresponding to the error code is matched in a preset outbound call failure type library, wherein the failure type in the preset outbound call failure type library corresponds to an error code.

[0126] Optionally, the operation log decomposition module 502 is further used to:

[0127] The outbound call operation log is semantically analyzed to obtain a plurality of words to be identified, and the words to be identified are identified to obtain a plurality of log keywords, wherein the log keywords include error code, outbound call time, model of the call operation terminal, and network status of the call operation terminal.

[0128] Optionally, the solution push module 504 is further used to:

[0129] When the outbound operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure ticket is marked as resolved;

[0130] If the operation is unsuccessful, a replacement solution is generated in order of push priority, based on the solution template corresponding to the next lower push priority of the current push priority, and the replacement solution is pushed to the call operation terminal of the outbound call failure work order until the outbound call operator succeeds in operating the outbound call operation based on the pushed replacement solution. Specifically, when the outbound call operator still cannot re-execute the outbound call operation based on all the pushed replacement solutions, an outbound call processing exception information is sent to the preset receiving terminal, and a new solution template is obtained based on the feedback information of the outbound call processing exception information and added to the preset failure type library. The initial setting push priority of the new solution template is the lowest, and the feedback information includes the new solution.

[0131] It should be noted that for other corresponding descriptions of the functional units involved in the outbound call failure processing device provided in the embodiment of the present application, reference can be made to Figure 1 , Figure 2 and Figure 4 The corresponding description in the method will not be repeated here.

[0132] Based on the above Figure 1 , Figure 2 and Figure 4 The method shown in the embodiment of the present application is accordingly provided with a storage medium on which a computer program is stored, and when the computer program is executed by a processor, the above-mentioned Figure 1 , Figure 2 and Figure 4 The method for handling outbound call failure is shown.

[0133] Based on this understanding, the technical solution of the present application can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, a USB flash drive, a mobile hard disk, etc.), and includes a number of instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each implementation scenario of the present application.

[0134] Based on the above Figure 1 , Figure 2 and Figure 4 The method shown, and Figure 5 , Figure 6 In order to achieve the above-mentioned purpose, the embodiment of the present application further provides a computer device, which can be a personal computer, a server, a network device, etc. The computer device includes a storage medium and a processor; the storage medium is used to store a computer program; the processor is used to execute the computer program to achieve the above-mentioned Figure 1 , Figure 2 and Figure 4 The method for handling outbound call failure is shown.

[0135] Optionally, the computer device may further include an outbound operator interface, a network interface, a camera, a radio frequency (RF) circuit, a sensor, an audio circuit, a WI-FI module, etc. The outbound operator interface may include a display, an input unit such as a keyboard, etc., and the optional outbound operator interface may also include a USB interface, a card reader interface, etc. The network interface may optionally include a standard wired interface, a wireless interface (such as a Bluetooth interface, a WI-FI interface), etc.

[0136] Those skilled in the art will appreciate that the computer device structure provided in this embodiment does not limit the computer device, and may include more or fewer components, or a combination of certain components, or different component arrangements.

[0137] The storage medium may also include an operating system and a network communication module. The operating system is a program that manages and saves the hardware and software resources of the computer device, and supports the operation of information processing programs and other software and / or programs. The network communication module is used to realize communication between the components inside the storage medium, and communication with other hardware and software in the physical device.

[0138] Through the description of the above implementation methods, technical personnel in this field can clearly understand that the present application can be implemented by means of software plus necessary general hardware platforms, and can also be implemented by hardware to obtain outbound call failure work orders, wherein the outbound call failure work orders correspond to outbound call operation logs; based on the outbound call operation logs, multiple log keywords are decomposed; in the preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and the solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; based on the solution template and the log keyword, the target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound operator obtains the target solution through the call operation terminal and re-executes the outbound operation, thereby improving the processing efficiency of the outbound operator when the outbound call fails.

[0139] Those skilled in the art will appreciate that the accompanying drawings are only schematic diagrams of a preferred implementation scenario, and the modules or processes in the accompanying drawings are not necessarily necessary for implementing the present application. Those skilled in the art will appreciate that the modules in the devices in the implementation scenario can be distributed in the devices of the implementation scenario according to the description of the implementation scenario, or can be changed accordingly and located in one or more devices different from the present implementation scenario. The modules of the above-mentioned implementation scenario can be combined into one module, or can be further split into multiple submodules.

[0140] The above serial numbers of this application are only for description and do not represent the advantages and disadvantages of the implementation scenarios. The above disclosure is only a few specific implementation scenarios of this application, but this application is not limited to them, and any changes that can be thought of by technicians in this field should fall within the scope of protection of this application.

Claims

1. A method for processing an outbound call failure, characterized in that: The method comprises: Obtain an outbound call failure work order, wherein the outbound call failure work order corresponds to an outbound call operation log; Decomposing the outbound call operation log to obtain a plurality of log keywords; In a preset outbound call failure type library, the failure type of the outbound call failure work order is obtained based on the log keyword matching, and a solution template corresponding to the failure type is obtained, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; Based on the solution template and the log keyword, a target solution is obtained, and the target solution is pushed to the call operation terminal corresponding to the outbound call failure work order, so that the outbound call operator obtains the target solution through the call operation terminal and re-executes the outbound call operation.

2. The method according to claim 1, characterized in that The log keywords include error codes; The failure type of the outbound call failure work order is obtained based on the log keyword matching in the preset outbound call failure type library, including: An error code in the log keyword is identified, and a failure type corresponding to the error code is matched in a preset outbound call failure type library, wherein the failure type in the preset outbound call failure type library corresponds to an error code.

3. The method according to claim 1, characterized in that: Based on the outbound call operation log, multiple log keywords are decomposed, including: The outbound call operation log is semantically analyzed to obtain a plurality of words to be identified, and the words to be identified are identified to obtain a plurality of log keywords, wherein the log keywords include error code, outbound call time, model of the call operation terminal, and network status of the call operation terminal.

4. The method according to claim 1, characterized in that The solution template corresponds to a push priority, and obtaining a target solution based on the solution template and the log keyword includes: When there are multiple solution templates, the target solution template is determined based on the push priorities corresponding to each solution template; A plurality of target solution parameters corresponding to the target solution template are determined based on the log keyword, and a target solution is obtained based on the target solution parameters and the target solution template.

5. The method according to claim 4, characterized in that After pushing the target solution to the call operation terminal of the outbound call failure work order, the method further includes: When the outbound operator re-executes the outbound call operation based on the pushed target solution, if the operation is successful, the outbound call failure ticket is marked as resolved; If the operation is unsuccessful, a replacement solution is generated in order of push priority, based on the solution template corresponding to the next lower push priority of the current push priority, and the replacement solution is pushed to the call operation terminal of the outbound call failure work order until the outbound call operator succeeds in operating the outbound call operation based on the pushed replacement solution. Specifically, when the outbound call operator still cannot re-execute the outbound call operation based on all the pushed replacement solutions, an outbound call processing exception information is sent to the preset receiving terminal, and a new solution template is obtained based on the feedback information of the outbound call processing exception information and added to the preset failure type library. The initial set push priority of the new solution template is the lowest.

6. The method according to claim 1, characterized in that Before obtaining the outbound call failure work order, the method further includes: When an outbound call operator fails in a call operation, the outbound call operator creates an outbound call failure work order, or periodically queries the outbound call operation log in the log system. When the query result shows that the number of outbound call operation logs containing error codes within a preset time period is greater than a preset warning threshold, an outbound call failure work order is generated based on the outbound call operation logs containing the error codes, wherein each outbound call operation corresponds to an outbound call operation log, which is stored in the log system.

7. The method according to any one of claims 1 to 6, characterized in that Before obtaining the failure type of the outbound call failure work order based on the log keyword matching in the preset outbound call failure type library, the method further includes: Acquire multiple historical outbound call failure work orders, wherein each of the historical outbound call failure work orders corresponds to a historical outbound call operation log and a historical solution; Based on the historical outbound call operation logs corresponding to each historical outbound call failure work order, the failure reasons of the historical outbound call failure work orders are extracted, multiple failure types are determined based on the failure reasons, and based on the historical solutions of each historical outbound call failure work order, a solution template for each failure type and the push priority of each solution template are determined; Based on the determined failure type, solution template and push priority, an outbound call failure type library is established, wherein the outbound call failure type library includes multiple failure types, each failure type is marked with an error code, each failure type corresponds to at least one solution template, and each solution template corresponds to a push priority.

8. An outbound call failure processing device, characterized in that: The device comprises: A failed work order acquisition module is used to acquire an outbound call failed work order, wherein the outbound call failed work order corresponds to an outbound call operation log; An operation log decomposition module, used for decomposing the outbound call operation log to obtain multiple log keywords; A failure type matching module, used to obtain the failure type of the outbound call failure work order based on the log keyword matching in a preset outbound call failure type library, and obtain a solution template corresponding to the failure type, wherein the preset outbound call failure type library includes multiple failure types, and each failure type corresponds to at least one solution template; The solution push module is used to obtain the target solution based on the solution template and the log keyword, and push the target solution to the call operation terminal of the outbound call failure work order, so that the outbound call operator can obtain the target solution through the call operation terminal and re-execute the outbound call operation.

9. A storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method for handling outbound call failure described in any one of claims 1 to 7 is implemented.

10. A computer device comprising a storage medium, a processor, and a computer program stored in the storage medium and executable on the processor, characterized in that: When the processor executes the computer program, the method for handling outbound call failure described in any one of claims 1 to 7 is implemented.

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