Intelligent scheduling method, system and device for telemarketing tasks and storage medium

Abstract

The invention relates to an intelligent scheduling method, system and device for telemarketing tasks and a storage medium, and belongs to the technical field of telemarketing management.The method comprises the steps that a scheduling instruction is received, and customer information of a customer corresponding to the scheduling instruction is obtained and analyzed; predicting a telemarketing range of the corresponding customer based on the customer information; based on the pre-stored service range of all telemarketing personnel, matching docking personnel for the corresponding clients; wherein the docking personnel refer to telemarketing personnel of which the corresponding service range covers the telemarketing range of the corresponding customer; and establishing a call between the customer corresponding to the scheduling instruction and the determined docking personnel. The method and the device have the effects of realizing intelligent scheduling and distribution of the marketing tasks and improving the order forming rate.

Description

Technical Field

[0001] The present application relates to the field of telephone marketing management technology, and in particular to an intelligent scheduling method, system, device and storage medium for telephone marketing tasks. Background Art

[0002] In today's business model, a large amount of customer discovery and maintenance work relies on direct communication with customers over the phone. Especially for industries such as finance and education that face a large customer base, efficient and targeted telephone marketing management is needed.

[0003] Marketers generally increase the frequency of telephone communications to improve their sales conversion rate, but this method can easily result in marketers not spending too much time obtaining customer information before calling the customer, which can lead to lost sales opportunities due to limited customer information and insufficient marketing preparation for the customer. Summary of the invention

[0004] In order to solve the technical problem of low marketing order conversion rate due to limited customer information and insufficient marketing preparation for customers, the present application provides an intelligent scheduling method, system, device and storage medium for telephone marketing tasks.

[0005] In the first aspect, the present application provides an intelligent scheduling method for telephone marketing tasks, which adopts the following technical solutions: Receiving a dispatch instruction, and acquiring and analyzing customer information of a customer corresponding to the dispatch instruction; Based on the customer information, the telemarketing scope of the corresponding customer is predicted; Based on the pre-stored service scopes of all telemarketers, matching a matching person for the corresponding customer; wherein the matching person refers to a telemarketer whose corresponding service scope covers the telemarketing scope of the corresponding customer; Establish a call between the customer corresponding to the dispatch instruction and the determined contact person.

[0006] By adopting the above technical solution, firstly, the customer information is analyzed and the telemarketing scope is predicted. This operation is used to replace the telemarketing personnel to arrange marketing preparations for specific customers in advance, which shortens the time of marketing personnel's preparation work and can also replace manual work to improve the comprehensiveness of customer information analysis, thereby improving the telemarketing order success rate. Then, the telemarketing personnel are matched in a targeted manner based on the telemarketing scope to further improve the telemarketing order success rate.

[0007] Optionally, the scope of telemarketing at least includes key marketing topics; The matching of the corresponding customer with the corresponding person based on the pre-stored service scope of all the telemarketers includes: Determine customer qualifications based on customer information, and select telesales personnel whose marketing capabilities match customer qualifications as candidates based on the marketing capabilities of each telesales personnel; Based on the pre-stored service scopes of all the candidate personnel, a matching person is obtained from the candidate personnel for the corresponding customer; and it satisfies: the advantageous marketing themes in the service scope corresponding to the matching person include the key marketing themes, and the corresponding service scope has the highest degree of overlap with the telemarketing scope.

[0008] By adopting the above technical solution, telemarketers whose marketing capabilities match the customer qualifications are screened out in advance as candidates based on the customer qualifications, and then candidates with key marketing themes are further screened out based on the candidates' advantageous marketing themes. Then, from the candidates obtained from the secondary screening, the candidates whose service scope and telemarketing scope overlap the most are selected as docking personnel, so as to match the best telemarketer for the customer and improve the telemarketing order success rate.

[0009] Optionally, the method further includes: During the conversation between the customer and the contact person, the customer's intention is monitored and determined in real time, and the probability of closing an order is determined based on the customer's intention. If the probability of closing an order is higher than the preset probability value, it is determined in real time whether the marketing theme corresponding to the customer's intention is included in the service scope of the contact person; If not, a scheduling plan is output for the docking personnel to select, and the scheduling plan selected by the docking personnel is executed; wherein the scheduling plan at least includes: redetermining the docking personnel so that the service scope of the redetermined docking personnel covers the marketing theme corresponding to the customer's intention, and establishing a call between the customer and the redetermined docking personnel.

[0010] By adopting the above technical solution, during a call with a customer, the probability of closing a deal can be judged based on the customer's intention. If the deal is likely to be closed, it can be determined whether the marketing theme corresponding to the customer's intention is within the service scope of the current contact person. If not, the contact person can be re-determined to ensure that the contact person's service scope can cover the marketing theme corresponding to the customer's intention, so as to adjust the marketing strategy as the customer's intention changes during the call, and adjust the contact person if necessary to increase the probability of closing a deal.

[0011] Optionally, the method further includes: During the conversation between the customer and the contact person, the conversation content between the customer and the contact person is obtained, the question and answer script is extracted from the conversation content, a question and answer template is generated and stored in a question and answer reference library; The scheduling plan also includes: retrieving and outputting all question and answer scripts related to the customer's intention from the question and answer reference library so that the contact personnel can know them.

[0012] By adopting the above technical solution, based on the historical call process, the question and answer scripts are extracted from the call content between the customer and the contact person and a question and answer template is generated. In the subsequent call process, if the marketing topic corresponding to the customer's intention exceeds the service scope of the current contact person, all question and answer scripts related to the customer's intention can be retrieved and output from the question and answer reference library for the contact person to know and refer to, helping the contact person to deal with customer problems outside the corresponding service scope.

[0013] Optionally, the service scope includes several marketing themes, each of which corresponds to a label level, and the higher the label level, the more advantageous the corresponding marketing theme; the advantageous marketing theme refers to a marketing theme with a label level of a specified level; The method further comprises: During the conversation between the customer and the contact person, the corresponding marketing theme and the call duration of the corresponding marketing theme are obtained in real time; At every designated period, the number of times all marketing topics appear in the corresponding call content of the target contact person within the designated period is collected, and the total call duration of each marketing topic obtained is calculated; wherein the target contact person refers to any contact person; Add the marketing topics whose total call duration is longer than the first preset duration to the service scope corresponding to the target contact person; The label levels of all marketing topics within the service scope corresponding to the target contact person are updated according to the preset corresponding relationship between the total call duration and the label level.

[0014] By adopting the above technical solution, the label level of each marketing topic within the service scope corresponding to the contact person is regularly updated according to the total call duration of each contact person for different marketing topics within a specified period, so as to regularly adjust the service scope of each contact person.

[0015] Optionally, the scope of telemarketing at least includes marketing topics; The method further comprises: Whenever a call is established between the customer corresponding to the dispatch instruction and the determined contact person, a call log is generated, the marketing theme during the call is monitored in real time, the marketing theme and the corresponding call time period are added to the call log, and when the call is ended, the call log is saved; each call log also corresponds to a marketing result; For call logs with successful marketing results, a marketing chain with all marketing topics in the call logs is regularly determined, and the marketing chain is output so that marketing personnel can be aware of the marketing chain.

[0016] By adopting the above technical solution, since the marketing chain contains all marketing topics contained in the call log whose marketing results are orders, all marketing topics contained in the marketing chain can be used as teaching plans for talent training, so as to provide learning directions for marketers to expand their learning of marketing topics.

[0017] Optionally, the call log and the marketing chain both further include customer information, the customer information further includes marketing attributes, and the marketing result further includes a single-order topic, which refers to any marketing topic in the corresponding marketing chain; The matching of the candidate personnel for the corresponding customer from the candidate personnel based on the pre-stored service scope of all the candidate personnel includes: When establishing a call between the customer corresponding to the dispatch instruction and the determined contact person, based on the customer information, a marketing chain consistent with the marketing attribute of the current customer is determined from all the marketing chains stored in history; Based on the determined marketing chain, the telemarketing scope corresponding to the current customer is adjusted so that the telemarketing scope covers all marketing themes in the marketing chain, and the key marketing themes included in the telemarketing scope cover the order-making themes in the marketing chain.

[0018] By adopting the above technical solution, marketing attributes can be considered to be used to distinguish whether customers are in the same industry. For customers with the same marketing attributes and who have successfully reached cooperation (i.e., customers corresponding to the marketing chain with successful orders as marketing results), the marketing themes and order themes contained in their successful marketing chain can be used to adjust the telemarketing scope, so as to improve the accuracy of the prediction of the customer's telemarketing scope and at the same time increase the probability of successful orders.

[0019] In a second aspect, the present application provides an intelligent scheduling system for telephone marketing tasks, including: a customer information analysis module, for receiving a scheduling instruction, and obtaining and analyzing customer information of a customer corresponding to the scheduling instruction; An electric sales scope determination module, used to predict and derive the electric sales scope of the corresponding customer based on the customer information; A matching personnel matching module is used to match matching personnel for corresponding customers based on the service scopes of all pre-stored telemarketers; wherein the matching personnel refers to telemarketers whose corresponding service scope covers the telemarketing scope of the corresponding customer; The call mode establishment module is used to establish a call between the customer corresponding to the dispatch instruction and the determined docking person.

[0020] In a third aspect, the present application provides an intelligent scheduling device for telephone marketing tasks, comprising a memory and a processor, wherein the memory stores a computer program that can be loaded by the processor and execute any one of the methods described in the first aspect.

[0021] In a fourth aspect, the present application provides a computer-readable storage medium storing a computer program that can be loaded by a processor and execute any one of the methods described in the first aspect.

[0022] In summary, the present application includes at least one of the following beneficial technical effects: 1. In this application, customer information is analyzed and the telemarketing scope is predicted. This operation is used to replace telemarketers to arrange marketing preparations for specific customers in advance, shortening the time spent on preparation by marketing personnel and replacing manual work to improve the comprehensiveness of customer information analysis, thereby increasing the telemarketing order success rate. Then, telemarketers are matched in a targeted manner based on the telemarketing scope to further increase the telemarketing order success rate; 2. Furthermore, in advance, screen out telesales personnel whose marketing capabilities match those of the customers as candidates based on their qualifications, and then further screen out candidates with key marketing themes based on their advantageous marketing themes, and then select candidates whose service scope and telesales scope have the highest overlap from the candidates obtained through the secondary screening as docking personnel, so as to match the best telesales personnel for the customers and improve the telesales order success rate. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the following briefly introduces the drawings required for use in the description of the embodiments. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work.

[0024] Figure 1 It is a flow chart of the intelligent scheduling method for telephone marketing tasks disclosed in the embodiment of the present application.

[0025] Figure 2 It is a structural block diagram of the intelligent scheduling system for telephone marketing tasks disclosed in the embodiment of the present application.

[0026] Explanation of the accompanying drawings: 1. Customer information analysis module; 2. Telemarketing scope determination module; 3. Contact personnel matching module; 4. Call mode establishment module. DETAILED DESCRIPTION

[0027] The following is combined with Figure 1-2 This application is described in further detail.

[0028] The embodiment of the present application discloses an intelligent scheduling method for telephone marketing tasks. The intelligent scheduling method for telephone marketing tasks is used to comprehensively analyze customer information, and after the analysis, match the best telephone marketing personnel (i.e., contact personnel) for the customer to achieve the allocation of telephone marketing tasks, so that the contact personnel can conduct telephone marketing to the corresponding customers, thereby increasing the probability of marketing success. The execution subject of the intelligent scheduling method for telephone marketing tasks of the present application is an intelligent scheduling system for telephone marketing tasks (hereinafter referred to as the intelligent scheduling system). Telemarketers can access the intelligent scheduling system in the form of a web page or an APP on a smart mobile terminal to obtain the assigned telephone marketing tasks. The following will be combined with Figure 1 The specific process steps of the intelligent scheduling method for telephone marketing tasks are explained in detail.

[0029] S101, receiving a dispatch instruction, obtaining and analyzing customer information of a customer corresponding to the dispatch instruction; S102, predicting the telemarketing scope of the corresponding customer based on the customer information.

[0030] In implementation, the dispatch instruction can be triggered manually by accessing the intelligent dispatch system, such as by a superior leader, to assign telemarketing tasks to subordinate telemarketing personnel. The dispatch instruction includes at least customer information, and the customer information includes at least the customer name. The intelligent dispatch system is pre-communicated with a third-party platform. The intelligent dispatch system is used to use the customer name as a search term to retrieve other information about the corresponding customer from the third-party platform, such as the industry in which the customer is located, information about the customer's peers, customer qualifications (such as registered capital), business scope, etc.; and then add the aforementioned other information about the customer to the customer information. Several customer groups are pre-stored in the intelligent dispatch system. Different customer groups correspond to different marketing attributes. Marketing attributes can be considered as the basis for clustering customers. In this embodiment, marketing attributes specifically refer to industry categories.

[0031] The intelligent dispatching system is used to first determine whether the customer corresponding to the dispatching instruction exists in any customer group. If not, it means that it is a new customer. At this time, the intelligent dispatching system classifies the corresponding customer into the corresponding customer group according to the customer's industry and customer peer information, and then finds the telemarketing range corresponding to the customer with successful marketing in the customer group where the customer is located, and combines all telemarketing ranges to form the telemarketing range of the customer corresponding to the current dispatching instruction. Among them, each customer included in each customer group stores customer information and call logs generated by the marketing personnel's telephone communication with the customer in the historical period. The call log includes the telemarketing time period when the marketing personnel communicated with the customer, as well as the telemarketing range and marketing results corresponding to the telemarketing time period.

[0032] The scope of telemarketing can be considered as a collection of any one or more preset marketing themes. The marketing results include whether the marketing is successful (such as: order or failure) and the marketing chain. If the marketing result is an order, the marketing result also includes the order theme. The marketing chain refers to all marketing themes involved in the conversation between the marketing personnel and the customer, as well as the call period when each marketing theme is mentioned. Therefore, the marketing chain can be considered to refer to the changes in the marketing theme corresponding to the change in communication time during the corresponding telemarketing period, that is, the timeline of the marketing theme changing over time, which includes the marketing theme and the time point when the marketing theme changes. The order theme refers to the marketing theme for reaching a cooperation, and the order theme belongs to the marketing theme in the marketing chain corresponding to the customer.

[0033] If it exists, it means that the customer is an old customer, and the current telemarketing range of the customer is generated by taking the union of the historically stored telemarketing ranges of the customer.

[0034] S103, matching a matching person for a corresponding customer based on the pre-stored service scopes of all the telemarketers; wherein the matching person refers to a telemarketer whose corresponding service scope covers the telemarketing scope of the corresponding customer.

[0035] Specifically, the scope of telemarketing at least includes key marketing topics; S103 includes the following sub-steps: S1031, determining the customer qualifications based on the customer information, and selecting the telemarketers whose marketing capabilities match the customer qualifications as candidates based on the marketing capabilities of each telemarketer; S1032, based on the service scope of all pre-stored candidate personnel, match the corresponding customer with a matching person from the candidate personnel; and satisfy: the advantageous marketing themes in the service scope corresponding to the matching person include key marketing themes, and the corresponding service scope has the highest degree of overlap with the telemarketing scope.

[0036] In implementation, the key marketing theme refers to the marketing theme with the highest order success probability within the scope of telemarketing, and the order success probability of a marketing theme can be determined by finding the order success theme with the highest number of occurrences from the customer group to which the customer belongs, and making it the key marketing theme.

[0037] The first correspondence table is pre-stored in the intelligent scheduling system. The correspondence between customer qualifications and required marketing capabilities is stored in the first correspondence table. Customer qualifications and required marketing capabilities can be represented by grades (such as first, second, and third). The better the customer qualifications are, the stronger the corresponding required marketing capabilities (i.e., the marketing capabilities of the required matching marketing personnel), and the higher the corresponding grade; the first grade is the grade with the strongest customer qualifications and marketing capabilities. The grade of customer qualifications can be determined as follows: different grades of customer qualifications correspond to different numerical ranges, and the corresponding customer qualification grade is determined according to the numerical range of the customer's registered capital / annual profit.

[0038] After determining the required marketing capabilities, select telemarketers who are consistent with the required marketing capabilities determined as candidate personnel according to the pre-stored personnel information table. The personnel information table includes at least the identity information (such as name) of all telemarketers, the service scope, and the label level corresponding to each preset marketing theme included in the service scope. The higher the label level, the greater the service advantage of the marketing personnel for the corresponding marketing theme; the marketing theme with a specified label level in the service scope is an advantageous marketing theme. The service scope refers to the set of all marketing themes that the corresponding telemarketer is good at, and the marketing capability level corresponding to each marketing theme can be manually assessed, or the number of orders for each marketing theme by the telemarketer can be used as the standard for grading, and different label levels correspond to different ranges of the number of orders.

[0039] The alternative personnel meet the following requirements: the service scope includes the key marketing themes within the current customer's telemarketing scope, and the label level of the corresponding key marketing themes is consistent with the level of required marketing capabilities corresponding to the customer's qualifications.

[0040] After the candidates are determined, a unique candidate is screened out from the candidates as the liaison officer, and the liaison officer meets the following requirements: the marketing topics covered by the liaison officer's service scope have the highest degree of overlap with the marketing topics covered by the customer's telemarketing scope, and among all marketing topics except the key marketing topics, the number of marketing topics whose label levels are consistent with the level of required marketing capabilities corresponding to the current customer qualifications is the largest.

[0041] S104, establishing a call between the customer corresponding to the dispatch instruction and the determined contact person.

[0042] In implementation, the customer information also includes the customer's contact number. The intelligent dispatching system will dial the customer's contact number, and the liaison personnel can make a voice call with the customer through an audio recording device (such as headphones and microphones) connected to the intelligent dispatching system. During the call, the intelligent dispatching system is used to obtain the call content in real time, and the call content can be an audio file in the form of a recording.

[0043] Optionally, the intelligent scheduling method for telephone marketing tasks further includes the following steps: Whenever a call is established between the customer corresponding to the dispatch instruction and the determined contact person, a call log is generated, the marketing theme during the call is monitored in real time, the marketing theme and the corresponding call time period are added to the call log, and when the call is ended, the call log is saved; each call log also corresponds to the marketing result; Regularly determine the marketing chain with all marketing topics in the call logs with marketing results of orders, and output the marketing chain so that marketing personnel can know the marketing chain.

[0044] The following steps are also included before S1032: When establishing a call between the customer corresponding to the dispatch instruction and the determined contact person, based on the customer information, a marketing chain consistent with the marketing attributes of the current customer is determined from all the marketing chains stored historically; Based on the determined marketing chain, the telemarketing scope corresponding to the current customer is adjusted so that the telemarketing scope covers all marketing themes in the marketing chain, and the key marketing themes included in the telemarketing scope cover the order-making themes in the marketing chain.

[0045] In implementation, the marketing chain can be used to characterize the marketing ideas of marketing personnel when conducting telephone marketing with customers, especially the marketing chain with the marketing result of a single sale, which can be used as a fixed thinking template for subsequent marketing personnel to learn and apply. Therefore, when a marketing chain with the marketing result of a single sale appears, the intelligent scheduling system will regularly (such as every 24 hours) output and display the corresponding marketing chain with the marketing result of a single sale within the period, so that all marketing personnel can know the aforementioned marketing chain. In other embodiments, the intelligent scheduling system is also used to retrieve all marketing chains with the marketing result of a single sale within a specified time period (such as within 1 month before the current time) from the customer group of the corresponding customer when establishing a call between the customer and the contact person, so that the contact person can select and view them.

[0046] In addition, after the telemarketing scope is preliminarily determined according to the aforementioned method, before the telemarketing scope is used to match the customer with the docking personnel, a marketing chain that is consistent with the marketing attributes of the current customer will be determined from all historically stored marketing chains, that is, all marketing chains in the customer group in which the corresponding customer is located will be retrieved, and the marketing themes corresponding to the marketing chains will be taken as the union, and then the union will be taken with the telemarketing scope preliminarily determined for the current customer, so that the final telemarketing scope covers all marketing themes in the retrieved marketing chains, and the order themes corresponding to all marketing chains with the marketing results of successful orders in all the retrieved marketing chains will be used as the key marketing themes of the telemarketing scope of the current customer.

[0047] Optionally, the intelligent scheduling method for telephone marketing tasks further includes the following steps: During the conversation between the customer and the contact person, the customer's intention is monitored and determined in real time, and the probability of closing an order is determined based on the customer's intention. If the probability of closing an order is higher than the preset probability value, it is determined in real time whether the marketing theme corresponding to the customer's intention is included in the service scope of the contact person; If not, a scheduling plan is output for the docking personnel to choose, and the scheduling plan selected by the docking personnel is executed; wherein the scheduling plan at least includes: redetermining the docking personnel so that the service scope of the redetermined docking personnel covers the marketing theme corresponding to the customer's intention, and establishing a call between the customer and the redetermined docking personnel.

[0048] During the conversation between the customer and the contact person, the conversation content between the customer and the contact person is obtained, the question and answer script is extracted from the conversation content, and a question and answer template is generated and stored in the question and answer reference library; The scheduling plan also includes: retrieving and outputting all question and answer scripts related to customer intentions from the question and answer reference library so that the contact personnel can be informed.

[0049] In implementation, customer intent can be specifically expressed as order probability and intent content. Intent content refers to the marketing topics that the customer mentions or is interested in during the communication process, and order probability specifically refers to the customer's interest level in any marketing topic mentioned by the contact person. Customer intent can be determined by the contact person in real time during the call and entered into the intelligent scheduling system.

[0050] The intelligent scheduling system obtains the customer intentions entered by the liaison personnel in real time, and compares the order probability with the preset probability value. When the order probability is higher than the preset probability value, the marketing theme corresponding to the intention content is compared with the service scope of the current liaison personnel. If the marketing theme corresponding to the intention content is not included in the service scope of the current liaison personnel, then the scheduling visit is executed.

[0051] The above article gives two specific plans included in the scheduling plan. The intelligent scheduling system will display these two specific plans for the docking personnel to choose from and execute the specific plan selected by the docking personnel. One specific plan is to re-determine the docking personnel so that the service scope of the re-determined docking personnel covers the marketing theme corresponding to the customer's intention, and establish a call between the customer and the re-determined docking personnel; the other specific plan is to retrieve and output all Q&A scripts related to the customer's intention from the Q&A reference library so that the docking personnel can know them; the Q&A scripts and Q&A templates here can be manually sorted and refined according to the call content.

[0052] Optionally, the intelligent scheduling method for telephone marketing tasks further includes the following steps: During the conversation between the customer and the contact person, the corresponding marketing theme and the call duration of the corresponding marketing theme are obtained in real time; At every designated period, the number of times all marketing topics appear in the corresponding call content of the target contact person within the designated period is collected, and the total call duration of each marketing topic obtained is calculated; wherein the target contact person refers to any contact person; Add the marketing topics whose total call duration is longer than the first preset duration to the service scope corresponding to the target contact person; The label levels of all marketing topics within the service scope corresponding to the target contact person are updated according to the preset correspondence between the total call duration and the label level.

[0053] In implementation, every designated period, the call logs of each marketing staff member as a contact person are collected, and the number of times each marketing theme appears and the total call duration in all call logs corresponding to the marketing staff member in the designated period are calculated. The total call duration = the number of times * the duration of the call period corresponding to each call. The marketing themes with a total call duration longer than the first preset duration are added to the service scope of the contact person, and then the label levels of all marketing themes included in the service scope of the contact person are adjusted according to the preset correspondence between the total call duration and the label level.

[0054] The present application also discloses an intelligent scheduling system for telephone marketing tasks. Figure 2 , the intelligent scheduling system for telemarketing tasks includes: The customer information analysis module 1 is used to receive the dispatch instruction, obtain and analyze the customer information of the customer corresponding to the dispatch instruction; The telemarketing scope determination module 2 is used to predict and derive the telemarketing scope of the corresponding customer based on the customer information; The docking personnel matching module 3 is used to match docking personnel for the corresponding customer based on the service scope of all pre-stored telemarketers; wherein the docking personnel refers to the telemarketers whose corresponding service scope covers the telemarketing scope of the corresponding customer; The call mode establishing module 4 is used to establish a call between the customer corresponding to the dispatch instruction and the determined contact person.

[0055] Optionally, the docking personnel matching module 3 is also used to determine customer qualifications based on customer information, and to screen out telemarketing personnel whose marketing capabilities match customer qualifications as candidate personnel based on the marketing capabilities of each telemarketing personnel; it is also used to match docking personnel for corresponding customers from the candidate personnel based on the service scope of all pre-stored candidate personnel; and it satisfies: the advantageous marketing themes in the service scope corresponding to the docking personnel include key marketing themes, and the corresponding service scope has the highest overlap with the telemarketing scope.

[0056] Optionally, it also includes a docking personnel adjustment module, which is used to monitor and determine the customer's intention in real time during the call between the customer and the docking personnel, determine the probability of closing an order based on the customer's intention, and if the probability of closing an order is higher than a preset probability value, determine in real time whether the marketing theme corresponding to the customer's intention is included in the service scope of the docking personnel; if not, output a scheduling plan for the docking personnel to choose from, and execute the scheduling plan selected by the docking personnel; wherein the scheduling plan at least includes: redetermining the docking personnel so that the service scope of the redetermined docking personnel covers the marketing theme corresponding to the customer's intention, and establishing a call between the customer and the redetermined docking personnel.

[0057] Optionally, it also includes a scheduling plan execution module, which is used to obtain the conversation content between the customer and the contact person during the call between the customer and the contact person, extract the question and answer script from the call content, generate a question and answer template and store it in a question and answer reference library; the scheduling plan also includes: retrieving and outputting all question and answer scripts related to the customer's intention from the question and answer reference library so that the contact person can be informed.

[0058] Optionally, it also includes a label level update module, which is used to obtain the corresponding marketing topics and the call duration of the corresponding marketing topics in real time during the call between the customer and the docking personnel; every specified period, collect the number of occurrences of all marketing topics obtained in the corresponding call content of the target docking personnel within the specified period, and calculate the total call duration of each marketing topic obtained; wherein, the target docking personnel refers to any docking personnel; it is also used to add marketing topics whose total call duration is higher than a first preset duration to the service scope corresponding to the target docking personnel; according to the preset correspondence between the relevant total call duration and the label level, the label level of all marketing topics within the service scope corresponding to the target docking personnel is updated.

[0059] Optionally, it also includes a marketing chain determination module, which is used to generate a call log every time a call is established between the customer corresponding to the scheduling instruction and the determined contact person, monitor the marketing topics during the call in real time, add the marketing topics and the corresponding call time period to the call log, and save the call log when the call ends; each call log also corresponds to a marketing result; for call logs with a marketing result of a successful order, the marketing chain with all the marketing topics in the call log is regularly determined, and the marketing chain is output so that marketing personnel can be aware of the marketing chain.

[0060] Optionally, the docking personnel matching module 3 is also used to determine, based on customer information, a marketing chain that is consistent with the marketing attributes of the current customer from all historically stored marketing chains when establishing a call between the customer corresponding to the scheduling instruction and the determined docking personnel; and is also used to adjust the telemarketing scope corresponding to the current customer based on the determined marketing chain, so that the telemarketing scope covers all marketing themes in the marketing chain, and the key marketing themes included in the telemarketing scope cover the order-making themes in the marketing chain.

[0061] An embodiment of the present application also discloses an intelligent scheduling device for telephone marketing tasks, which includes a memory and a processor, and the memory stores a computer program that can be loaded by the processor and execute the intelligent scheduling method for telephone marketing tasks such as the above-mentioned.

[0062] The embodiment of the present application also discloses a computer-readable storage medium, which stores a computer program that can be loaded by a processor and executes the intelligent scheduling method for the above-mentioned telephone marketing tasks. The computer-readable storage medium includes, for example: a USB flash drive, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk, and other media that can store program codes.

[0063] It should be noted that, in this document, relational terms such as first and second, etc. are merely used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations.

[0064] The above embodiments are only used to illustrate the technical solutions of the present application, rather than to limit the protection scope of the application. Obviously, the described embodiments are only some embodiments of the present application, rather than all embodiments. Based on these embodiments, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present application.

Claims

1. An intelligent scheduling method for telephone marketing tasks, characterized in that: include: Receiving a dispatch instruction, and acquiring and analyzing customer information of a customer corresponding to the dispatch instruction; Based on the customer information, the telemarketing scope of the corresponding customer is predicted; Based on the pre-stored service scopes of all telemarketers, matching a matching person for the corresponding customer; wherein the matching person refers to a telemarketer whose corresponding service scope covers the telemarketing scope of the corresponding customer; Establish a call between the customer corresponding to the dispatch instruction and the determined contact person.

2. The intelligent scheduling method for telephone marketing tasks according to claim 1, characterized in that: The scope of telemarketing at least includes key marketing topics; The matching of the corresponding customer with the corresponding person based on the pre-stored service scope of all the telemarketers includes: Determine customer qualifications based on customer information, and select telesales personnel whose marketing capabilities match customer qualifications as candidates based on the marketing capabilities of each telesales personnel; Based on the pre-stored service scopes of all the candidate personnel, a matching person is obtained from the candidate personnel for the corresponding customer; and it satisfies: the advantageous marketing themes in the service scope corresponding to the matching person include the key marketing themes, and the corresponding service scope has the highest degree of overlap with the telemarketing scope.

3. The intelligent scheduling method for telephone marketing tasks according to claim 1, characterized in that: The method further comprises: During the conversation between the customer and the contact person, the customer's intention is monitored and determined in real time, and the probability of closing an order is determined based on the customer's intention. If the probability of closing an order is higher than the preset probability value, it is determined in real time whether the marketing theme corresponding to the customer's intention is included in the service scope of the contact person; If not, a scheduling plan is output for the docking personnel to select, and the scheduling plan selected by the docking personnel is executed; wherein the scheduling plan at least includes: redetermining the docking personnel so that the service scope of the redetermined docking personnel covers the marketing theme corresponding to the customer's intention, and establishing a call between the customer and the redetermined docking personnel.

4. The intelligent scheduling method for telephone marketing tasks according to claim 3 is characterized in that: The method further comprises: During the conversation between the customer and the contact person, the conversation content between the customer and the contact person is obtained, the question and answer script is extracted from the conversation content, a question and answer template is generated and stored in a question and answer reference library; The scheduling plan also includes: retrieving and outputting all question and answer scripts related to the customer's intention from the question and answer reference library so that the contact personnel can know them.

5. The intelligent scheduling method for telephone marketing tasks according to claim 2, characterized in that: The service scope includes several marketing themes, each of which corresponds to a label level, and the higher the label level, the more advantageous the corresponding marketing theme; the advantageous marketing theme refers to a marketing theme with a label level of a specified level; The method further comprises: During the conversation between the customer and the contact person, the corresponding marketing theme and the call duration of the corresponding marketing theme are obtained in real time; At every designated period, the number of times all marketing topics appear in the corresponding call content of the target contact person within the designated period is collected, and the total call duration of each marketing topic obtained is calculated; wherein the target contact person refers to any contact person; Add the marketing topics whose total call duration is longer than the first preset duration to the service scope corresponding to the target contact person; The label levels of all marketing topics within the service scope corresponding to the target contact person are updated according to the preset corresponding relationship between the total call duration and the label level.

6. The intelligent scheduling method for telephone marketing tasks according to claim 2, characterized in that: The scope of telemarketing at least includes marketing topics; The method further comprises: Whenever a call is established between the customer corresponding to the dispatch instruction and the determined contact person, a call log is generated, the marketing theme during the call is monitored in real time, the marketing theme and the corresponding call time period are added to the call log, and when the call is ended, the call log is saved; each call log also corresponds to a marketing result; For call logs with successful marketing results, a marketing chain with all marketing topics in the call logs is regularly determined, and the marketing chain is output so that marketing personnel can be aware of the marketing chain.

7. The intelligent scheduling method for telephone marketing tasks according to claim 6, characterized in that: The call log and the marketing chain both include customer information, the customer information also includes marketing attributes, and the marketing result also includes order topics, which refer to any marketing topics in the corresponding marketing chain; The matching of the candidate personnel for the corresponding customer from the candidate personnel based on the pre-stored service scope of all the candidate personnel includes: When establishing a call between the customer corresponding to the dispatch instruction and the determined contact person, based on the customer information, a marketing chain consistent with the marketing attribute of the current customer is determined from all the marketing chains stored in history; Based on the determined marketing chain, the telemarketing scope corresponding to the current customer is adjusted so that the telemarketing scope covers all marketing themes in the marketing chain, and the key marketing themes included in the telemarketing scope cover the order-making themes in the marketing chain.

8. An intelligent dispatching system for telephone marketing tasks, characterized in that: include, A customer information analysis module (1), used to receive a dispatch instruction, and obtain and analyze customer information of a customer corresponding to the dispatch instruction; An electric sales scope determination module (2) is used to predict and derive the electric sales scope of the corresponding customer based on the customer information; A matching personnel matching module (3) is used to match a matching personnel for a corresponding customer based on the service scopes of all pre-stored telemarketing personnel; wherein the matching personnel refers to a telemarketing personnel whose corresponding service scope covers the telemarketing scope of the corresponding customer; A call mode establishing module (4) is used to establish a call between the customer corresponding to the dispatch instruction and the determined contact person.

9. An intelligent dispatching device for telephone marketing tasks, characterized in that: The method comprises a memory and a processor, wherein the memory stores a computer program that can be loaded by the processor and execute any one of the methods according to claims 1 to 7.

10. A computer-readable storage medium, characterized in that: A computer program is stored which can be loaded by a processor and execute any one of the methods as claimed in claims 1 to 7.

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