A multi-mode intelligent switching method in a human-computer cooperative outbound call scene

By recognizing user intent and emotional state in real time, and combining interaction thresholds and state locking mechanisms, the system performs scenario tag classification and customer profile matching, dynamically adjusts human-machine processing weights, and establishes an adaptive switching judgment model. This solves the problems of lagging switching and resource waste in human-machine collaborative outbound calling modes in existing technologies, realizes efficient and personalized outbound calling interaction strategies, and improves customer experience and system efficiency.

CN122179508APending Publication Date: 2026-06-09SHANGHAI WANGCHAO DATA TECH CO LTD
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Patent Information

Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
SHANGHAI WANGCHAO DATA TECH CO LTD
Filing Date
2026-03-20
Publication Date
2026-06-09

AI Technical Summary

Technical Problem

In existing human-machine collaborative outbound calling scenarios, there are delays in mode switching, low accuracy in mode matching, poor continuity of interaction, and a lack of tagging and classification for multiple scenarios and matching mechanisms for customer profiles. This results in insufficient generalization ability of intelligent outbound calling, waste of resources, and a decline in customer experience.

Method used

By acquiring real-time voice and semantic information to identify user intent and emotional state, and combining interaction thresholds to determine human-machine compatibility, a state-locking mechanism is used to maintain mode switching. Outbound call tasks are classified by scenario tags, and interaction processing strategies are matched with customer profiles. Interaction fluency and problem complexity are dynamically monitored, an adaptive switching judgment model is established, interaction stages are divided and switching conditions are set, and time-series feature weighted statistics and interaction quality fitting algorithms are used to verify response effects.

Benefits of technology

It achieves precise real-time and continuous interaction in mode switching, improves the system's generalization ability, adapts to the diverse outbound calling needs of multiple industries, enhances customer interaction satisfaction, reduces resource waste, and improves outbound calling efficiency.

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Abstract

This invention relates to a multi-mode intelligent switching method for human-machine collaborative outbound calling scenarios, belonging to the field of artificial intelligence technology. The method includes: acquiring voice semantic information during the outbound calling interaction process, determining the human-machine interaction adaptability, maintaining an intelligent outbound calling mode and triggering a switching command for a manual outbound calling mode; classifying outbound calling tasks by scenario tags, matching corresponding interaction processing strategies, dynamically monitoring interaction fluency and problem complexity, adjusting human-machine processing weights, and switching outbound calling modes; acquiring historical interaction data and real-time interaction information, establishing a human-machine collaborative switching judgment model, generating human-machine mode judgment results, and autonomously switching between intelligent and manual outbound calling modes; dividing outbound calling interaction stages, setting switching conditions, verifying the interaction response effect in real time, and switching outbound calling modes based on the verification results. This invention can achieve stable, intelligent, and adaptive switching of outbound calling modes, improving the efficiency and interaction effect of human-machine collaborative outbound calling.
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