Implementation method and device based on power industry outbound call, computer equipment, storage medium and program product

Abstract

The invention relates to an implementation method and device based on power industry outbound, computer equipment, a computer readable storage medium and a computer program product, and relates to the technical field of computers. Under the condition that a voice outbound request is received, an outbound work order corresponding to the voice outbound request is formed; the outbound work order comprises an outbound language, a call type, call time and a call function demand of the voice outbound request; calling time in the outbound work order is extracted, and the calling time is monitored; when it is monitored that the call time arrives, obtaining an outbound voice generated based on the outbound work order, and sending the outbound work order and the outbound voice to the communication call terminal to realize outbound of the voice outbound request; the communication calling end is used for calling out a target user indicated by the call-out work order based on the call-out voice; according to the invention, the call-out work of the client can be automatically realized without manual dialing, rapid batch voice notification service is realized, and the efficiency of the call-out work is improved.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to an implementation method, device, computer equipment, storage medium and program product based on outbound calls in the power industry. Background Art

[0002] Smart outbound calling is a type of outbound calling method based on artificial intelligence technology, which provides users with real-time outbound call notifications and information sharing needs.

[0003] The customer service of the power industry mainly reflects a value oriented towards customer satisfaction in the power industry. It is divided into internal services and external services. Internal services are to provide consultation, answer questions, and operate for the personnel of power management enterprises; external services are to use electric energy commodities as a carrier for transactions and to meet the needs of customers.

[0004] Due to the particularity of the power business, the current customer service in the power industry is still mainly based on traditional manual calls of telephone customer service for external customer notifications, business consultations, satisfaction surveys, etc., which have shortcomings such as low processing efficiency, inability to coordinate online and offline data, and low personnel utilization rate. For internal information scheduling and IT service type work, a large amount of manpower is required to notify problems and operating conditions in real time. Traditional SMS, group chat, and telephone communication methods have problems such as possible omissions and inefficient manual point-to-point notifications. The timeliness of notifications and processing efficiency need to be improved.

[0005] Therefore, there is an urgent need to provide a method that can automatically realize outbound calling tasks such as customer notification, business consultation, and satisfaction survey. Summary of the invention

[0006] Based on this, it is necessary to provide an implementation method, device, computer equipment, computer-readable storage medium and computer program product based on power industry outbound calls, which can determine the work plan with risk assessment and classification errors among multiple work plans, in response to the above-mentioned technical problems.

[0007] In a first aspect, the present application provides an implementation method based on an outbound call in the power industry, which is applied to an outbound call system in the power industry; the method comprises:

[0008] When a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request;

[0009] Extracting the call time in the outbound call work order and monitoring the call time;

[0010] When it is monitored that the call time has arrived, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0011] In one embodiment, before obtaining the outbound call work order for the voice outbound call request, the method further includes:

[0012] An outbound call work order is formed based on the outbound call language, call type, call time and call function requirements included in the voice outbound call request.

[0013] In one embodiment, after forming the outbound work order, the method further includes:

[0014] Input the outbound call work order into a waiting-to-call task queue based on the call time;

[0015] After the monitoring detects that the calling time has arrived, the method further comprises:

[0016] The outbound call work order associated with the outbound call time is extracted from the waiting-to-call task queue.

[0017] In one embodiment, it also includes:

[0018] When a callback request of the target user input by the communication calling end is received, the callback request is broadcasted in the outbound calling system of the power industry.

[0019] In one of the embodiments, upon receiving a call back request from the target user input by the communication calling end, the method further includes:

[0020] Determine the outbound call record corresponding to the target user, and obtain the outbound call work order associated with the target user based on the outbound call record;

[0021] The broadcasting of the callback request in the outbound calling system of the electric power industry includes:

[0022] The outbound call work order corresponding to the callback request is displayed in the outbound call system of the power industry.

[0023] In one of the embodiments, the outbound call system of the electric power industry communicates with the communication call end based on a gateway and a route; wherein the communication call end includes any communication operator.

[0024] In a second aspect, the present application also provides an implementation device based on an outbound call in the power industry, which is applied to an outbound call system in the power industry; the device comprises:

[0025] An outbound call service application module, configured to, upon receiving an outbound voice call request, form an outbound call work order corresponding to the outbound voice call request; wherein the outbound call work order at least includes the outbound language, call type, call time and call function requirements of the outbound voice call request;

[0026] An outbound call service processing module is used to extract the call time in the outbound call work order and monitor the call time; when monitoring that the call time has arrived, obtain the outbound call voice generated based on the outbound call work order, and send the outbound call work order and the outbound call voice to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound call work order based on the outbound call voice.

[0027] In a third aspect, the present application further provides a computer device, including a memory and a processor, wherein the memory stores a computer program, and when the processor executes the computer program, the following steps are implemented:

[0028] When a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request;

[0029] Extracting the call time in the outbound call work order and monitoring the call time;

[0030] When it is monitored that the call time has arrived, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0031] In a fourth aspect, the present application further provides a computer-readable storage medium having a computer program stored thereon, wherein when the computer program is executed by a processor, the following steps are implemented:

[0032] When a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request;

[0033] Extracting the call time in the outbound call work order and monitoring the call time;

[0034] When it is monitored that the call time has arrived, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0035] In a fifth aspect, the present application further provides a computer program product, including a computer program, which implements the following steps when executed by a processor:

[0036] When a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request;

[0037] Extracting the call time in the outbound call work order and monitoring the call time;

[0038] When it is monitored that the call time has arrived, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0039] In the implementation method, device, computer equipment, computer-readable storage medium and computer program product based on outbound calls in the power industry provided by the present application, the implementation method based on outbound calls in the power industry is applied to the implementation device based on outbound calls in the power industry. The method forms an outbound call work order corresponding to the voice outbound call request when a voice outbound call request is received; wherein the outbound call work order at least includes the outbound language, call type, call time and call function requirements of the voice outbound call request; extracts the call time in the outbound call work order and monitors the call time; when the arrival call time is monitored, obtains the outbound voice generated based on the outbound call work order, and sends the outbound call work order and the outbound voice to the communication call end to realize the outbound call for the voice outbound call request; wherein the communication call end is used to make an outbound call to the target user indicated in the outbound call work order based on the outbound voice; through this method, outbound calls for customer notifications, business consultations, satisfaction surveys, etc. can be automatically realized without manual dialing, realizing a fast and highly responsive batch voice notification service, which is conducive to improving the efficiency of outbound calls. BRIEF DESCRIPTION OF THE DRAWINGS

[0040] In order to more clearly illustrate the technical solutions in the embodiments of the present application or related technologies, the drawings required for use in the embodiments of the present application or related technical descriptions will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other related drawings can be obtained based on these drawings without paying creative work.

[0041] Figure 1 It is an application environment diagram of an implementation method based on an outbound call in the electric power industry in one embodiment;

[0042] Figure 2 It is a flowchart of an implementation method based on outbound calls in the power industry in one embodiment;

[0043] Figure 3 A cloud service technology architecture diagram corresponding to an implementation method for outbound calls in the power industry in one embodiment;

[0044] Figure 4 It is a flowchart of an implementation method based on outbound calls in the power industry in another embodiment;

[0045] Figure 5 It is a structural block diagram of an implementation device based on an outbound call in the electric power industry in one embodiment;

[0046] Figure 6 FIG. 4 is a diagram showing the internal structure of a computer device in one embodiment. DETAILED DESCRIPTION

[0047] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0048] The implementation method based on the outbound call in the power industry provided in the embodiment of the present application can be applied to Figure 1 In the application environment shown. Among them, the terminal 102 communicates with the server 104 through the network. The data storage system can store the data that the server 104 needs to process. The data storage system can be integrated on the server 104, or it can be placed on the cloud or other network servers. The data storage system can be used to store outbound work orders. Among them, the terminal 102 can be but is not limited to various personal computers, laptops, smart phones, tablets, etc. The server 104 can be an independent physical server, or it can be a server cluster or distributed system composed of multiple physical servers, or it can be a cloud server that provides cloud computing services.

[0049] In an exemplary embodiment, Figure 2As shown, a method for implementing outbound calls based on the power industry is provided. The execution of this method can be based on Figure 1 The method is implemented by taking the terminal 102 in the example as an example, and the method can be specifically applied to the outbound call system of the power industry. The implementation method based on the outbound call of the power industry includes the following steps 201 to 203. Among them:

[0050] Step 201, when a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request.

[0051] The data storage system of the server may store relevant information of multiple power users, and the relevant information of each user may include user information and call restriction conditions of each user, for example. The user information of each user includes at least one of language information, behavior information and attribute information; the call restriction condition includes at least one of the number of times the target user is called is greater than the call threshold, the location area of ​​the target user belongs to the restricted area, and the call frequency of the target user is greater than the frequency threshold.

[0052] Optionally, the user information of each user can be collected through the user's browsing records, call records, etc. of the power system within a reference time. The reference time can be flexibly adjusted according to needs, for example, the reference time is within the past month, or within the past ten days.

[0053] Exemplarily, the language information is the language type used in the comment text posted by the user in the power system, or the language type used in the call voice when the user answers a call; the behavior information is the record information left in the power system through the user's click data, exposure data, etc.; the attribute information is the basic attribute information left by the user when registering, such as the user's name, contact number, age, gender and other attribute information.

[0054] Among them, the language types may include Chinese, English, Japanese, Korean, German, etc.; further, Chinese may further include Mandarin, Cantonese, Tibetan, etc.

[0055] In an exemplary embodiment, step 201 is performed so that when the power industry outbound call system receives at least one voice outbound call request, at least the language type that the user is accustomed to using can be extracted from the user information of multiple power users stored in the server based on the voice outbound call request, so as to form an outbound voice in the outbound call work order corresponding to the voice outbound call request based on the determined language type, and obtain the call type, call time and call function requirements of the voice outbound call request based on the voice outbound call request.

[0056] Among them, the call type can be, for example, concurrent outbound calls and sequential outbound calls; the call time can include, for example, a specified outbound call time, wherein the call time type can include scheduled outbound calls and real-time outbound calls; the call function requirements can include, for example, the number of replays, key-press relistening, IVR (Interactive Voice Response) data interactive broadcasting, etc.

[0057] Step 202: extract the call time in the outbound call work order and monitor the call time.

[0058] When an outbound call work order corresponding to the voice outbound call request is obtained by executing step 201, step 202 may be further executed to extract the outbound call time in the outbound call work order to find out whether the outbound call work order requires a real-time outbound call or a scheduled outbound call based on a set time; and then the call time of the acquired outbound call work order is monitored to ensure that the voice outbound call request corresponding to the outbound call work order can execute the outbound call work within the specified outbound call time.

[0059] Step 203, when the call arrival time is monitored, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0060] Specifically, when it is detected that the time of the outbound call system of the power industry reaches the call time of the outbound call work order, it is necessary to make an outbound call to the target customer corresponding to the outbound call work order. This action can be performed by first generating an outbound call voice based on the outbound call work order, where the language type of the outbound call voice is the language type that the user is accustomed to using, and then sending the outbound call work order and the outbound call voice to the communication call end, so that the communication call end makes an outbound call to the target user indicated by the outbound call work order based on the outbound call voice.

[0061] In the above-mentioned implementation method based on outbound calls in the power industry, an outbound call work order corresponding to the voice outbound call request is formed when a voice outbound call request is received; wherein the outbound call work order at least includes the outbound language, call type, call time and call function requirements of the voice outbound call request; the call time in the outbound call work order is extracted, and the call time is monitored; when the arrival call time is monitored, the outbound voice generated based on the outbound call work order is obtained, and the outbound call work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein the communication call end is used to make an outbound call to the target user indicated in the outbound call work order based on the outbound voice; through this method, outbound calls for customer notifications, business consultations, satisfaction surveys, etc. can be automatically realized without manual dialing, and a batch voice notification service with fast and highly responsive scenarios is realized, which is conducive to improving the efficiency of outbound calls.

[0062] In addition, the present application also provides an optional embodiment, that is, after sending the outbound call work order and the outbound call voice to the communication call end to implement the outbound call to the target user pointed to by the outbound call work order, the outbound call result and status returned by the communication call end can also be obtained in real time, so that the power industry outbound call system can be informed of the execution result of the relevant outbound call work order in real time. The outbound call result and status will also be synchronously stored in the data storage system corresponding to the outbound call result and status, which is convenient for the management personnel or customer service personnel of the power industry outbound call system to query the outbound call results of each voice outbound call request.

[0063] In an exemplary embodiment, before obtaining the outbound call work order of the voice outbound call request in step 201, it also includes: forming an outbound call work order based on the outbound call language, call type, call time and call function requirements included in the voice outbound call request.

[0064] Specifically, after receiving the voice outbound call request in step 201, the outbound call language, call type, call time, call function requirements and other information corresponding to the voice outbound call request can be obtained in the data storage system based on the voice call request, and an outbound call work order corresponding to the voice outbound call request is formed based on this information, thereby realizing automatic generation of outbound call work orders based on voice outbound call requests, which is beneficial to improving the generation efficiency and accuracy of outbound call work orders; and is also beneficial to improving the accuracy of the language type used in subsequent outbound calls to target users and the accuracy of the information conveyed based on the data included in the outbound call work order, thereby improving the user experience.

[0065] In an exemplary embodiment, after forming an outbound call work order by executing step 201, it also includes: inputting the outbound call work order into a waiting-to-call task queue based on the call time.

[0066] Specifically, after obtaining the outbound call work order corresponding to the voice outbound call request, the outbound call work order can be further input into the waiting-for-call task queue based on the call time to queue and wait in line. The waiting-for-call task queue here includes multiple waiting-for-call tasks (outbound call work orders) arranged according to a preset queuing order. The preset queuing order can be, for example, the above-mentioned queuing according to the call time of the outbound call work order. However, the present application is not limited to this for the queuing method of the outbound call work order in the waiting-for-call task queue, and it can also be sorted based on the urgency of each waiting-for-call task (outbound call work order). In this way, it can facilitate the management of multiple waiting-for-call outbound call work orders. When the outbound call work order needs to execute the corresponding outbound call work, the call work order can also be extracted from the waiting-for-call task queue as soon as possible, which is conducive to the clear and accurate management of multiple outbound call work orders.

[0067] In an exemplary embodiment, after the arrival of the call time is monitored, the method further includes: extracting an outbound call work order associated with the outbound call time from a waiting-for-call task queue.

[0068] Specifically, after an outbound call work order is formed, the outbound call work order is entered into the waiting-for-call task queue and queued. Then, when it is monitored that the time of the outbound call system in the power industry has reached the call time of the outbound call work order, it is necessary to first extract the outbound call work order to be executed at that time (outbound call time) from the waiting-for-call task queue to wait for the subsequent execution of the outbound call work for the outbound call work order.

[0069] In this way, the outbound call time based on different outbound call work orders is realized, and the outbound call work orders are extracted at the corresponding time, which improves the management accuracy of the outbound call work corresponding to the outbound call work orders.

[0070] In an exemplary embodiment, the implementation method based on outbound calls in the power industry provided in the present application also includes: upon receiving a callback request from a target user input by a communication call end, broadcasting the callback request in the outbound call system of the power industry.

[0071] Specifically, when the communication call end makes an outbound call to the target user indicated by the outbound call work order, if the target user does not answer the outbound call for various reasons, when the target user finds that there is a missed call, he or she may call back the missed call. When the communication call end receives the user's callback call, it will input the target user's callback request into the power industry outbound call system to let the power industry outbound call system know that a user has issued a contact request, and then can choose to broadcast the callback request in the power industry outbound call system to let the management personnel of the power industry outbound call system know about the matter, so that the relevant management personnel or customer service personnel can contact the user who initiated the callback request in time, so as to improve the user experience of the power industry users.

[0072] In an exemplary embodiment, when a call-back request from a target user inputted by a communication call end is received, the method further includes: determining an outbound call record corresponding to the target user, and acquiring an outbound call work order associated with the target user based on the outbound call record.

[0073] Specifically, when the outbound call system of the electric power industry receives a callback request from a target user input by the communication call end, the outbound call record of the relevant target user can be found based on the callback request, and then the outbound call work order corresponding to the target user can be obtained based on the callback record. The outbound call work order records at least information related to the user's outbound call language, call type, call time, and call function requirements, so that the managers of the outbound call system of the electric power industry can know what information the target user wants to know about the outbound call previously initiated to the target user.

[0074] In an exemplary embodiment, broadcasting a callback request in an outbound calling system of the electric power industry includes: displaying an outbound calling work order corresponding to the callback request in the outbound calling system of the electric power industry.

[0075] Specifically, when an outbound call work order associated with a target user is obtained based on outbound call records, the outbound call work order corresponding to the callback request can be displayed in the outbound call system of the power industry, so that the managers of the outbound call system of the power industry can be aware of the matter, so that the relevant managers or customer service personnel can contact the user who initiated the callback request in a timely manner, and clarify the information to be notified to the relevant users before making contact, so as to enhance the user experience of the power industry users.

[0076] In an exemplary embodiment, the outbound call system of the electric power industry communicates with a communication call end based on a gateway and a route; wherein the communication call end includes any communication operator.

[0077] The communication operators include, for example, China Mobile, China Telecom, China Unicom and other communication operators.

[0078] For the implementation method based on the outbound call of the power industry provided in this application and applied to the outbound call system of the power industry, this application also provides an optional implementation method. Figure 2 Reference Figure 3 and Figure 4 , including:

[0079] In order to provide users with real-time outbound call notifications and share information, this method is based on intelligent voice interaction technology in the power business scenario of calls, combining artificial intelligence technology and voice communication soft switching technology to realize batch automated calls and complete human-computer intelligent voice interaction.

[0080] For this reason, Figure 3 As shown, the process service, statistics service, work order service, queue service, and voice TTS (Text To Speech) service are designed through the cloud service technology architecture, including:

[0081] Process service, used to record voice interaction solutions for different business needs;

[0082] Work order service, used to record and trace voice interaction data;

[0083] Statistical services for decision analysis;

[0084] Queue service, designed a queue mode suitable for SIP (Session Initiation Protocol) soft switch system to avoid outbound call failure due to channel occupation;

[0085] The voice TTS service is used to manage and process the speech synthesis technology used in the system to ensure that outbound call tasks are efficient and error-free. At the same time, the voice TTS module needs to support a variety of voice encoding and decoding technologies and be able to automatically adapt to various voice environments to ensure the quality and accuracy of outbound call tasks.

[0086] This method first adopts cloud service to synchronize information data through the middle platform, uses TTS speech synthesis technology to synthesize data into speech as needed and push it to the operator to make outbound calls to the target users, and updates the outbound call results and status in real time. Through the design of interface management, an interface is provided internally to support ordering and result query in the background of each business system, meeting the needs of highly responsive automation throughout the entire process.

[0087] It needs to be further explained that Figure 3 The technical architecture diagram shown in the figure includes the front-end framework, the back-end technical framework and the data persistence module, among which the front-end framework (front-end technical framework) includes the Vue framework (a progressive framework for building user interfaces), ECharts or D3 (two front-end visual libraries), and ElementUI (desktop component library). The back-end technical framework includes Gateway Spring Cloud Zuul (gateway solution) that uses HTTP protocol (a network protocol) and RESTFUL style to communicate with the front-end technical framework; among which RESTFUL is a design style and development method for network applications. The gateway solution includes Auth (authentication), Route (routing) and Limit (current limiting). The back-end technical framework also includes the registration center (Eureka). The specific back-end services in the back-end technical framework can use SpringBoot and Mybatis (two development frameworks), which specifically include the above-mentioned process services, statistics services, work order services, queue services, voice TTS services, as well as interface management and background management services. The data persistence module may include Redis (storage database) cache, MariaDB (data management system) and local file server.

[0088] Please refer to Figure 4In terms of data flow design, in the outbound call demand layer, after the user triggers an alarm through the system interface or business system, a voice outbound call demand (outbound call request) is generated. The outbound call service application layer generates an outbound call work order for the received outbound call demand according to the outbound call language (Mandarin, Cantonese), call type (concurrent outbound call, sequential outbound call), time (scheduled outbound call, real-time outbound call), and call function requirements (number of replays, key replay, IVR data interactive broadcast, etc.) and queues them. When the outbound call time is up, the outbound call work order and the outbound call voice generated synchronously by TTS will be submitted to the outbound call service processing layer. The service processing layer sends data from the communication center to the operator through the gateway and routing to make an outbound call to the target user. When the user calls back, the voice access layer receives the user's message, and the outbound call service application layer queries the user's outbound call record and re-broadcasts the user's call back to listen to the information.

[0089] It should be added that Figure 4 As shown, the outbound call demand layer may include a customer service center, a monitoring system, a service platform and users; the outbound call service application layer may include a voice management system and an outbound call management system; the outbound call service processing layer may include a voice outbound call service application and a call center service application, wherein the voice outbound call service application may interact with the voice management system for voice services, and the voice outbound call service application may interact with the outbound call management system for outbound call data; the voice outbound call service application and the call center service application may both interact with the communication operator based on the media server and the communication gateway in the voice access layer.

[0090] Through the implementation method of this intelligent outbound call in the field of power customer service, the current problems in the power industry, such as omissions and inefficient point-to-point notifications due to manual phone calls or group chat notification modes in fast and highly responsive scenarios, are solved, meeting the needs of real-time notification and information sharing. This method uses AI (Artificial Intelligence) technology to digitally access outbound calls, without manual dialing, instead of customer service and operation and maintenance personnel to actively notify the target users of power services, ensuring the timeliness of messages and providing an efficient, real-time and traceable notification channel for power industry customer service. At the same time, through the private deployment of the intranet, business data is connected with the power business system, supporting online and offline data collaboration, and complying with data confidentiality and security to the greatest extent. For external users, the business handling efficiency and high-quality services are improved, and comprehensive support for refined customer services is achieved; for internal users, the timeliness and traceability of information notifications have been significantly improved, achieving quality improvement and efficiency while saving operating costs.

[0091] It can be seen that the present invention proposes to combine intelligent voice interaction technology with the business process of the power system to create an intelligent outbound call system. It can replace customer service and operation and maintenance personnel to actively notify users, realize a highly responsive service closed loop internally in the process of customer service business in the power industry, and create an intelligent and automated user experience externally, effectively improving the efficiency and quality of the overall power service industry.

[0092] It should also be added that the implementation method based on the outbound call in the power industry provided in the present application and applied to the outbound call system in the power industry can achieve the following four specific beneficial effects, among which:

[0093] First, the coverage of power business scenarios: no manual dialing is required, and batch voice notification services with fast and highly responsive scenarios are realized. The business covers the administrative, production, operation, and service businesses in the power bureau, and is suitable for multiple business scenarios such as emergency command, operation dispatch, work notification, monitoring alarm, and employee care.

[0094] Second, the whole process tracking of outbound calls for power business: through real-time tracking of outbound calls, confirming the user's answering situation, supporting full-process management, and ensuring 100% outbound call communication rate. At the same time, it is convenient to centrally control the business situation of outbound call services, improve work efficiency, and help improve the efficiency of business system information services.

[0095] The third point is to reduce labor costs: the access communication center submits data to the operator for voice notification through outbound calls. Compared with SMS and manual outbound calls, digital access and outbound calls can effectively communicate and reduce labor costs, greatly reduce the cost of sending traditional old SMS methods, and increase outbound call volume.

[0096] Fourth, staff efficiency is improved: notifications can be issued in real time or on a scheduled basis through the application, and the internal system background can be automatically generated for notification release, and the on-duty staff can view the notification results in real time. It supports 24-hour scheduled and early warning response outbound calls, which is more timely than SMS, group notifications and other channels. The on-duty staff of each department can supervise multiple types of work at the same time, and the staff efficiency is improved.

[0097] It should be understood that, although the various steps in the flowcharts involved in the above-mentioned embodiments are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence according to the order indicated by the arrows. Unless there is a clear explanation in this article, the execution of these steps does not have a strict order restriction, and these steps can be executed in other orders. Moreover, at least a part of the steps in the flowcharts involved in the above-mentioned embodiments can include multiple steps or multiple stages, and these steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a part of the steps or stages in other steps.

[0098] Based on the same inventive concept, the embodiment of the present application also provides an implementation device based on outbound calls in the power industry for implementing the implementation method based on outbound calls in the power industry involved above. The implementation solution for solving the problem provided by the device is similar to the implementation solution recorded in the above method, so the specific limitations in one or more implementation device embodiments based on outbound calls in the power industry provided below can refer to the limitations of the implementation method based on outbound calls in the power industry above, and will not be repeated here.

[0099] In an exemplary embodiment, Figure 5 As shown, a device 300 for implementing outbound calls in the power industry is provided, comprising: an outbound call service application module 81 and an outbound call service processing module 82, wherein:

[0100] The outbound call service application module 81 is used to generate an outbound call work order corresponding to the outbound voice call request when receiving the outbound voice call request; wherein the outbound call work order at least includes the outbound language, call type, call time and call function requirements of the outbound voice call request;

[0101] The outbound call service processing module 82 is used to extract the call time in the outbound call work order and monitor the call time; when the call arrival time is monitored, the outbound call voice generated based on the outbound call work order is obtained, and the outbound call work order and the outbound call voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound call work order based on the outbound call voice.

[0102] In an exemplary embodiment, the outbound call service application module 81, before being used to obtain the outbound call work order of the voice outbound call request, is also used to form an outbound call work order based on the outbound call language, call type, call time and call function requirements included in the voice outbound call request.

[0103] In an exemplary embodiment, after the outbound call service application module 81 is used to form an outbound call work order, the outbound call service processing module 82 is used to input the outbound call work order into a waiting-for-call task queue based on the call time; and after monitoring the arrival of the call time, extract the outbound call work order associated with the outbound call time from the waiting-for-call task queue.

[0104] In an exemplary embodiment, the outbound call service processing module 82 is further configured to, upon receiving a call-back request from a target user input by the communication call end, broadcast the call-back request in the outbound call system of the power industry.

[0105] In an exemplary embodiment, the outbound call service processing module 82 is also used to determine the outbound call record corresponding to the target user when a callback request from the target user input by the communication call end is received, and to obtain the outbound call work order associated with the target user based on the outbound call record; and to display the outbound call work order corresponding to the callback request in the outbound call system of the power industry.

[0106] In an exemplary embodiment, the outbound call system of the electric power industry communicates with a communication call end based on a gateway and a route; wherein the communication call end includes any communication operator.

[0107] Each module in the above-mentioned implementation device 300 based on the outbound call of the power industry can be implemented in whole or in part by software, hardware and a combination thereof. Each of the above-mentioned modules can be embedded in or independent of the processor in the computer device in the form of hardware, or can be stored in the memory of the computer device in the form of software, so that the processor can call and execute the operations corresponding to each of the above modules.

[0108] It should also be added that the implementation method and device based on the outbound call in the power industry provided by this application have high requirements on the reliability of the engine service and platform system, the stability of the audio call data and the expansion capability of the service capability of the power industry, among which:

[0109] Reliability of engine services and platform systems: Due to the particularity of the power industry and taking into account the confidentiality and security requirements of information data, it is necessary to carry out business data archiving management, engine services and platform system privatization disaster recovery, hot standby and other related deployment designs.

[0110] Stability of audio call data: To ensure normal business communication in the power customer service industry, it is necessary to ensure the clarity, latency, and real-time changes in call status of one-way and two-way voice calls.

[0111] Expansion of service capabilities in the power industry: Deep integration of outbound call data with power customer service services requires the platform system to support voice calls and outbound call data recording, and to support access to various business system event data of power customer service, such as power accident repair events, work order status change events, service overdue warning events, information system monitoring abnormal events, etc.

[0112] In an exemplary embodiment, a computer device is provided. The computer device may be a terminal, and its internal structure diagram may be as shown in FIG. Figure 6As shown. The computer device includes a processor, a memory, an input / output interface, a communication interface, a display unit and an input device. The processor, the memory and the input / output interface are connected through a system bus, and the communication interface, the display unit and the input device are connected to the system bus through the input / output interface. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The input / output interface of the computer device is used to exchange information between the processor and the external device. The communication interface of the computer device is used to communicate with an external terminal in a wired or wireless manner, and the wireless manner can be implemented through WIFI, a mobile cellular network, near field communication (NFC) or other technologies. When the computer program is executed by the processor, a method for implementing outbound calls based on the power industry is implemented. The display unit of the computer device is used to form a visually visible picture, which can be a display screen, a projection device or a virtual reality imaging device. The display screen can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer device can be a touch layer covering the display screen, or a button, trackball or touchpad set on the computer device shell, or an external keyboard, touchpad or mouse.

[0113] Those skilled in the art will understand that Figure 6 The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0114] In an exemplary embodiment, a computer device is provided, including a memory and a processor, wherein a computer program is stored in the memory, and when the processor executes the computer program, the following steps are implemented:

[0115] Step 201, when a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request.

[0116] Step 202: extract the call time in the outbound call work order and monitor the call time.

[0117] Step 203, when the call arrival time is monitored, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0118] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, the following steps are implemented:

[0119] Step 201, when a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request.

[0120] Step 202: extract the call time in the outbound call work order and monitor the call time.

[0121] Step 203, when the call arrival time is monitored, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0122] In one embodiment, a computer program product is provided, comprising a computer program, which, when executed by a processor, implements the following steps:

[0123] Step 201, when a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request.

[0124] Step 202: extract the call time in the outbound call work order and monitor the call time.

[0125] Step 203, when the call arrival time is monitored, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

[0126] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant regulations.

[0127] A person of ordinary skill in the art can understand that all or part of the processes in the above-mentioned embodiment method can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to the memory, database or other medium used in the embodiments provided in the present application can include at least one of non-volatile memory and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in each embodiment provided in this application may include at least one of a relational database and a non-relational database. Non-relational databases may include distributed databases based on blockchains, etc., but are not limited to this. The processor involved in each embodiment provided in this application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, an artificial intelligence (AI) processor, etc., but are not limited to this.

[0128] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this application.

[0129] The above-described embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the present application. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the present application shall be subject to the attached claims.

Claims

1. A method for implementing outbound calls based on the power industry, characterized in that: Applied to the outbound call system of the power industry; the method comprises: When a voice outbound call request is received, an outbound call work order corresponding to the voice outbound call request is formed; wherein the outbound call work order at least includes the outbound call language, call type, call time and call function requirements of the voice outbound call request; Extracting the call time in the outbound call work order and monitoring the call time; When it is monitored that the call time has arrived, the outbound voice generated based on the outbound work order is obtained, and the outbound work order and the outbound voice are sent to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound work order based on the outbound voice.

2. The method according to claim 1, characterized in that Before obtaining the outbound call work order for the voice outbound call request, the method further includes: An outbound call work order is formed based on the outbound call language, call type, call time and call function requirements included in the voice outbound call request.

3. The method according to claim 2, characterized in that After the outbound work order is formed, the method further includes: Input the outbound call work order into a waiting-to-call task queue based on the call time; After the monitoring detects that the calling time has arrived, the method further comprises: The outbound call work order associated with the outbound call time is extracted from the waiting-to-call task queue.

4. The method according to claim 1, characterized in that: Also includes: When a callback request of the target user input by the communication calling end is received, the callback request is broadcasted in the outbound calling system of the power industry.

5. The method according to claim 4, characterized in that In the case of receiving a call-back request from the target user input by the communication calling end, the method further includes: Determine the outbound call record corresponding to the target user, and obtain the outbound call work order associated with the target user based on the outbound call record; The broadcasting of the callback request in the outbound calling system of the electric power industry includes: The outbound call work order corresponding to the callback request is displayed in the outbound call system of the power industry.

6. The method according to any one of claims 1 to 5, characterized in that: The outbound call system of the electric power industry communicates with the communication call end based on a gateway and a route; wherein the communication call end includes any communication operator.

7. A device for implementing outbound calls in the power industry, characterized in that: Applied to the outbound call system of the power industry; the device comprises: An outbound call service application module, configured to, upon receiving an outbound voice call request, form an outbound call work order corresponding to the outbound voice call request; wherein the outbound call work order at least includes the outbound language, call type, call time and call function requirements of the outbound voice call request; An outbound call service processing module is used to extract the call time in the outbound call work order and monitor the call time; when monitoring that the call time has arrived, obtain the outbound call voice generated based on the outbound call work order, and send the outbound call work order and the outbound call voice to the communication call end to realize the outbound call for the voice outbound call request; wherein, the communication call end is used to make an outbound call to the target user indicated by the outbound call work order based on the outbound call voice.

8. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 6 are implemented.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 6 are implemented.

10. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 6 are implemented.

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