CN114979381A - Intelligent outbound method and device - Google Patents
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Abstract
Description
Translated fromChinese技术领域technical field
本发明涉及计算机技术领域，尤其涉及一种智能外呼的方法和装置。The present invention relates to the field of computer technology, and in particular, to a method and device for intelligent outbound calls.
背景技术Background technique
随着市场竞争的加剧，客户服务的个性化和多层化凸显，外呼系统已经成为企业和客户之间的沟通互动的桥梁，企业想要通过外呼系统进行市场营销活动，包括产品满意度调查、定期的客户关怀、针对性的客户挽留、欠费催缴、新品推荐、品牌宣传、重大市场信息发布等，一款优秀的外呼系统是企业销售必胜的法宝。With the intensification of market competition, the individualized and multi-layered customer service has become prominent, and the outbound call system has become a bridge of communication and interaction between enterprises and customers. Enterprises want to use the outbound call system to carry out marketing activities, including product satisfaction. Survey, regular customer care, targeted customer retention, arrears payment, new product recommendation, brand promotion, major market information release, etc., an excellent outbound call system is a magic weapon for a company to win sales.
但是在大数据时代，传统的外呼系统有以下缺点：However, in the era of big data, the traditional outbound call system has the following shortcomings:
1、传统的外呼系统，话务员手动输入客户电话号码进行外呼，这种方式存在效率低下，容易出错，且浪费人力资源等缺点；1. In the traditional outbound call system, the operator manually enters the customer's phone number to make outbound calls. This method is inefficient, prone to errors, and wastes human resources.
2、基于客户关系管理系统的外呼系统是在客户关系列表中，对目标客户进行外呼操作，这种方式存在客户分配复杂，外呼步骤不够简化，以及难以对有效客户形成闭环的跟进而造成客户丢失等缺点。2. The outbound call system based on the customer relationship management system is to perform outbound operations on target customers in the customer relationship list. In this way, there are complex customer assignments, the outbound call steps are not simplified enough, and it is difficult to form a closed-loop follow-up for effective customers. Loss of customers and other disadvantages.
发明内容SUMMARY OF THE INVENTION
有鉴于此，本发明实施例提供一种智能外呼的方法和装置，能够对于海量的客户数据，将客户数据包装成任务，以任务为流转导向，完成海量客户的自动分配、自动流转、自动外呼、连续外呼等操作，无需坐席人工干预，自主智能化完成整个外呼流程，外呼效率和准确性高，节约了人力成本，且客户信息呈现直观全面。In view of this, the embodiments of the present invention provide a method and device for intelligent outbound calling, which can package the customer data into tasks for massive customer data, and take the task as the flow orientation to complete the automatic allocation, automatic circulation, automatic Operations such as outbound calls and continuous outbound calls do not require manual intervention by the agent, and the entire outbound call process is completed autonomously and intelligently. The outbound call efficiency and accuracy are high, saving labor costs, and the customer information is intuitive and comprehensive.
为实现上述目的，根据本发明实施例的一个方面，提供了一种智能外呼的方法，包括：In order to achieve the above purpose, according to an aspect of the embodiments of the present invention, a method for intelligent outbound calling is provided, including:
获取待分配的外呼任务，所述外呼任务是根据客户数据生成的，且具有任务属性，所述客户数据包括客户标签；Obtaining an outbound call task to be allocated, the outbound call task is generated according to customer data and has a task attribute, and the customer data includes a customer tag;
根据所述任务属性将所述外呼任务分配给对应的坐席；Allocate the outbound call task to the corresponding agent according to the task attribute;
对每个坐席对应的外呼任务，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将所述外呼任务推送给所述坐席进行外呼。For the outbound call task corresponding to each agent, the outbound call task is sorted according to the task push policy of the agent and the customer tag corresponding to each outbound call task, and the outbound call task is pushed to the agent according to the sorting result. breathe.
可选地，所述任务属性包括任务对应的技能组、任务分配策略和任务分配阈值，所述技能组由一个或多个坐席组成，所述任务分配阈值为每个坐席每次分配的任务数阈值；根据所述任务属性将所述外呼任务分配给对应的坐席包括：根据所述技能组对所述外呼任务进行分组；对每组外呼任务，根据所述任务分配策略和所述任务分配阈值将所述外呼任务分配给对应的坐席。Optionally, the task attribute includes a skill group corresponding to the task, a task assignment strategy and a task assignment threshold, the skill group is composed of one or more agents, and the task assignment threshold is the number of tasks assigned each time by each agent. threshold; allocating the outbound call task to the corresponding agent according to the task attribute includes: grouping the outbound call task according to the skill group; for each group of outbound call tasks, according to the task allocation strategy and the The task assignment threshold assigns the outbound call task to the corresponding agent.
可选地，所述方法还包括：保存所述坐席根据外呼过程中的沟通内容对所述客户标签进行的更新。Optionally, the method further includes: saving the update of the customer label by the agent according to the communication content during the outbound call.
可选地，所述任务推送策略是由所述坐席登录外呼工作台时进行设置的，且包括是否开启连续外呼。Optionally, the task push policy is set when the agent logs in to the outbound call workbench, and includes whether to enable continuous outbound calls.
可选地，所述任务属性包括任务回收策略；所述方法还包括：在所述坐席进行外呼之后，获取外呼任务执行结果，所述外呼任务执行结果包括任务完结、任务未完结和任务需预约；在所述外呼任务执行结果是任务需预约的情况下，建立预约任务，并将所述预约任务添加到所述坐席对应的外呼任务中；在所述外呼任务执行结果是任务未完结的情况下，根据所述外呼任务的执行记录判断所述外呼任务是否符合任务回收策略；若符合，则将所述外呼任务进行回收并添加到回收任务池中；否则，将所述外呼任务添加到所述坐席对应的外呼任务中。Optionally, the task attribute includes a task recovery strategy; the method further includes: after the agent makes an outbound call, acquiring an outbound task execution result, where the outbound task execution result includes task completion, task unfinished and The task needs to be reserved; when the execution result of the outbound call task is that the task needs to be reserved, create a reservation task, and add the reservation task to the outbound call task corresponding to the agent; in the execution result of the outbound call task If the task is not completed, determine whether the outbound task conforms to the task recovery strategy according to the execution record of the outbound task; if so, recycle the outbound task and add it to the recovery task pool; otherwise , and the outbound call task is added to the outbound call task corresponding to the agent.
可选地，所述方法还包括：在所述坐席具有预约任务的情况下，根据所述预约任务的预约信息将所述预约任务优先推送给所述坐席。Optionally, the method further includes: when the agent has a reservation task, preferentially pushing the reservation task to the agent according to reservation information of the reservation task.
可选地，所述方法还包括：将坐席主动回收的外呼任务添加到回收任务池中，并根据任务再分配策略对所述回收任务池中的任务进行再分配。Optionally, the method further includes: adding outbound call tasks actively recovered by the agent to a recovery task pool, and redistributing the tasks in the recovery task pool according to a task redistribution policy.
可选地，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，包括：根据所述坐席的任务推送策略得到所述坐席的拨打喜好特征；根据所述坐席的拨打喜好特征与每个外呼任务对应的客户标签的相似度，进行外呼任务排序。。Optionally, sorting the outbound call tasks according to the task push policy of the agent and the customer tag corresponding to each outbound call task includes: obtaining the call preference feature of the agent according to the agent's task push policy; Based on the similarity between the call preference feature of the agent and the customer label corresponding to each outbound task, the outbound task is sorted. .
根据本发明实施例的另一方面，提供了一种智能外呼的装置，包括：According to another aspect of the embodiments of the present invention, a device for intelligent outbound calling is provided, including:
任务获取模块，用于获取待分配的外呼任务，所述外呼任务是根据客户数据生成的，且具有任务属性，所述客户数据包括客户标签；a task acquisition module, configured to acquire an outbound call task to be allocated, the outbound call task is generated according to customer data and has task attributes, and the customer data includes a customer tag;
任务分配模块，用于根据所述任务属性将所述外呼任务分配给对应的坐席；a task assignment module, configured to assign the outbound call task to a corresponding agent according to the task attribute;
任务推送模块，用于对每个坐席对应的外呼任务，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将所述外呼任务推送给所述坐席进行外呼。The task push module is used to sort the outbound call tasks corresponding to each agent according to the task push policy of the agent and the customer tag corresponding to each outbound task, and sort the outbound tasks according to the sorting result. Push it to the agent for outgoing calls.
根据本发明实施例的又一方面，提供了一种智能外呼的电子设备，包括：一个或多个处理器；存储装置，用于存储一个或多个程序，当所述一个或多个程序被所述一个或多个处理器执行，使得所述一个或多个处理器实现本发明实施例所提供的智能外呼的方法。According to another aspect of the embodiments of the present invention, an electronic device for intelligent outbound calls is provided, including: one or more processors; and a storage device for storing one or more programs, when the one or more programs Executed by the one or more processors, so that the one or more processors implement the intelligent outbound call method provided by the embodiment of the present invention.
根据本发明实施例的再一方面，提供了一种计算机可读介质，其上存储有计算机程序，所述程序被处理器执行时实现本发明实施例所提供的智能外呼的方法。According to yet another aspect of the embodiments of the present invention, a computer-readable medium is provided on which a computer program is stored, and when the program is executed by a processor, the method for intelligent outbound calling provided by the embodiments of the present invention is implemented.
上述发明中的一个实施例具有如下优点或有益效果：通过获取待分配的外呼任务，外呼任务是根据客户数据生成的，且具有任务属性，客户数据包括客户标签；根据任务属性将外呼任务分配给对应的坐席；对每个坐席对应的外呼任务，根据坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将外呼任务推送给坐席进行外呼的技术方案，对于海量的客户数据，将客户数据包装成任务，以任务为流转导向，完成海量客户的自动分配、自动流转、自动外呼、连续外呼等操作，无需坐席人工干预，自主智能化完成整个外呼流程，外呼效率和准确性高，节约了人力成本，且客户信息呈现直观全面。An embodiment of the above invention has the following advantages or beneficial effects: by acquiring outbound call tasks to be allocated, the outbound call tasks are generated according to customer data and have task attributes, and the customer data includes customer tags; Assign the task to the corresponding agent; for the outbound call task corresponding to each agent, sort the outbound call task according to the task push policy of the agent and the customer tag corresponding to each outbound call task, and push the outbound call task to the agent according to the sorting result The technical solution for outbound calls, for massive customer data, package the customer data into tasks, and take the task as the flow orientation to complete the automatic allocation, automatic flow, automatic outbound call, continuous outbound call and other operations of a large number of customers, without the need for manual intervention by agents , the entire outbound call process is completed independently and intelligently, with high efficiency and accuracy of outbound calls, saving labor costs, and the presentation of customer information is intuitive and comprehensive.
上述的非惯用的可选方式所具有的进一步效果将在下文中结合具体实施方式加以说明。Further effects of the above non-conventional alternatives will be described below in conjunction with specific embodiments.
附图说明Description of drawings
附图用于更好地理解本发明，不构成对本发明的不当限定。其中：The accompanying drawings are used for better understanding of the present invention and do not constitute an improper limitation of the present invention. in:
图1是本发明实施例的智能外呼系统的实现原理示意图；1 is a schematic diagram of the implementation principle of an intelligent outbound call system according to an embodiment of the present invention;
图2是本发明实施例的智能外呼系统的外呼处理过程示意图；2 is a schematic diagram of an outbound call processing process of an intelligent outbound call system according to an embodiment of the present invention;
图3是本发明实施例的智能外呼的处理流程示意图；3 is a schematic diagram of a processing flow of an intelligent outbound call according to an embodiment of the present invention;
图4是根据本发明实施例的智能外呼的方法的主要步骤示意图；4 is a schematic diagram of main steps of a method for intelligent outbound calling according to an embodiment of the present invention;
图5是本发明实施例的推送引擎的实现原理示意图；5 is a schematic diagram of an implementation principle of a push engine according to an embodiment of the present invention;
图6是本发明实施例的任务回收过程示意图；6 is a schematic diagram of a task recovery process according to an embodiment of the present invention;
图7是根据本发明实施例的智能外呼的装置的主要模块示意图；7 is a schematic diagram of main modules of an apparatus for intelligent outbound calling according to an embodiment of the present invention;
图8是本发明实施例可以应用于其中的示例性系统架构图；FIG. 8 is an exemplary system architecture diagram to which an embodiment of the present invention may be applied;
图9是适于用来实现本发明实施例的终端设备或服务器的计算机系统的结构示意图。FIG. 9 is a schematic structural diagram of a computer system suitable for implementing a terminal device or a server according to an embodiment of the present invention.
具体实施方式Detailed ways
以下结合附图对本发明的示范性实施例做出说明，其中包括本发明实施例的各种细节以助于理解，应当将它们认为仅仅是示范性的。因此，本领域普通技术人员应当认识到，可以对这里描述的实施例做出各种改变和修改，而不会背离本发明的范围和精神。同样，为了清楚和简明，以下的描述中省略了对公知功能和结构的描述。Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, which include various details of the embodiments of the present invention to facilitate understanding and should be considered as exemplary only. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted from the following description for clarity and conciseness.
现有的外呼方式主要有坐席输入号码进行外呼和基于客户关系管理系统的自动外呼，但是坐席输入号码进行外呼存在效率低下、容易出错，且消耗大量人力等缺陷，同时若坐席话务员离职可能会带走重要客户，造成重大损失；基于客户关系管理系统的自动外呼，存在客户分配复杂、外呼步骤复杂以及难以对有效客户形成闭环跟进而造成客户丢失，以及客户信息呈现不够直观全面等缺陷。The existing outbound call methods mainly include the agent entering the number to make an outbound call and the automatic outbound call based on the customer relationship management system. However, the agent enters the number to make an outbound call, which is inefficient, error-prone, and consumes a lot of manpower. Resignation may take away important customers and cause heavy losses; automatic outbound calls based on the customer relationship management system have complex customer allocation, complicated outbound call steps, and difficulty in forming a closed-loop follow-up for effective customers, resulting in loss of customers, and customer information presentation is not intuitive enough Comprehensive and other defects.
为了解决上述现有技术中存在的技术问题，本发明提供了一种智能外呼的方法，对于海量的客户数据，将客户数据包装成任务，以任务为流转导向，完成海量客户的自动分配、自动流转、自动外呼、连续外呼等操作，无需坐席人工干预，自主智能化完成整个外呼流程，节约成本。本发明的智能外呼的方法在实现时，主要由管理端和坐席端两方配合执行，其中，在任务生成时，由管理端根据客户数据生成任务，同时为任务设置基本属性，例如：任务分配策略、任务回收策略、任务对应的技能组等等；在任务的分配流转过程中，可以基于坐席端自定义的任务推送策略(用于表征坐席的拨打喜好)以及客户标签来对任务进行排序并推送给坐席，可以秒级推送至坐席，坐席无须任何操作；在任务执行时，坐席端根据坐席登陆工作台时设置的任务推送策略进行外呼，任务推送策略例如包括多级优先级策略、开启连续外呼等；最后，对于多次执行无果的任务还可以进行自动回收，防止任务无限次执行。In order to solve the technical problems existing in the above-mentioned prior art, the present invention provides a method for intelligent outbound calling. For massive customer data, the customer data is packaged into tasks, and the tasks are the flow orientation, so as to complete the automatic allocation of massive customers, Automatic flow, automatic outbound calls, continuous outbound calls and other operations do not require manual intervention by agents, and complete the entire outbound call process autonomously and intelligently, saving costs. When the intelligent outbound call method of the present invention is implemented, it is mainly performed by the management terminal and the agent terminal. When a task is generated, the management terminal generates a task according to customer data, and sets basic attributes for the task at the same time, for example: task Assignment strategy, task recovery strategy, skill group corresponding to the task, etc.; in the process of task assignment and flow, tasks can be sorted based on the task push strategy customized by the agent (used to represent the agent's calling preference) and customer tags And push it to the agent, it can be pushed to the agent in seconds, and the agent does not need any operation; when the task is executed, the agent makes outbound calls according to the task push policy set when the agent logs in to the workbench. Turn on continuous outbound calls, etc.; finally, automatic recovery can be performed for tasks that have been executed multiple times without results, preventing the task from being executed infinitely.
图1是本发明实施例的智能外呼系统的实现原理示意图。如图1所示，本发明实施例的智能外呼系统分为坐席端和管理端，坐席端在接入外呼工作台时，会设置拨打喜好、外呼模式等，在接收到分配的外呼任务后，可以进行自动外呼、连续外呼等，同时可接收任务提醒、其他通知等；管理端可以管理客户数据、生成外呼任务、设置任务分配策略、任务回收策略等；推送引擎通过坐席端的喜好设置实现外呼任务的秒级推送，同时也会把管理端对外呼任务的变更及时的推送到坐席端，始终保持坐席端数据的准确和敏感。FIG. 1 is a schematic diagram of an implementation principle of an intelligent outbound calling system according to an embodiment of the present invention. As shown in FIG. 1 , the intelligent outbound call system according to the embodiment of the present invention is divided into an agent terminal and a management terminal. When the agent terminal accesses the outbound call workbench, it will set dialing preferences, outbound call modes, etc. After calling a task, it can make automatic outbound calls, continuous outbound calls, etc., and can receive task reminders and other notifications at the same time; the management terminal can manage customer data, generate outbound call tasks, set task allocation strategies, task recovery strategies, etc.; The preference setting of the agent side realizes the second-level push of outbound call tasks, and at the same time, the changes of the management side of the outbound call task are pushed to the agent side in a timely manner, and the data of the agent side is always kept accurate and sensitive.
图2是本发明实施例的智能外呼系统的外呼处理过程示意图。如图2所示，在本发明的实施例中，根据功能实现，可将管理端划分为：任务管理模块、推送引擎、外呼工作台、任务回收模块几个部分。任务管理模块主要负责外呼任务的创建、管理和分配等，推送引擎主要负责根据坐席设置的拨打喜好按需实时智能推送外呼任务(包含预约任务)到外呼工作台；外呼工作台主要用于帮助坐席完成任务的外呼、预约、推送、连续外呼等操作；任务回收模块可以看作一个“保护装置”，它的作用是结束无果任务的生命周期，使其再重新分配。FIG. 2 is a schematic diagram of an outbound call processing process of an intelligent outbound call system according to an embodiment of the present invention. As shown in FIG. 2 , in the embodiment of the present invention, according to function realization, the management terminal can be divided into several parts: a task management module, a push engine, an outbound call workbench, and a task recovery module. The task management module is mainly responsible for the creation, management and distribution of outbound call tasks. The push engine is mainly responsible for intelligently pushing outbound call tasks (including reservation tasks) to the outbound call workbench in real time according to the dialing preferences set by the agent. It is used to help agents complete tasks such as outbound calls, reservations, pushes, and continuous outbound calls; the task recovery module can be regarded as a "protection device", which is used to end the life cycle of unsuccessful tasks and reassign them.
图3是本发明实施例的智能外呼的处理流程示意图。如图3所示，智能外呼的处理流程主要包括：FIG. 3 is a schematic diagram of a processing flow of an intelligent outbound call according to an embodiment of the present invention. As shown in Figure 3, the processing flow of intelligent outbound calls mainly includes:
1、任务管理模块创建任务时，可根据客户模块中保存的客户数据来创建，也可以直接输入客户数据来创建任务，同时，需选择要执行当前任务的技能组、外呼日期、外呼时段、分配策略、回收策略等任务属性核心参数。其中，技能组是根据一个逻辑划分的特定的功能组织。可以分为咨询、订单、售后、投诉以任务为目标的技能组，也可以分为不同区为特点的地区技能组；也可按时间分为时间技能组；坐席是技能组组成的重要单元，技能组由一个或多个坐席构成，最终的电话外呼是由坐席来完成的。外呼日期和外呼时段限定了坐席的工作时间，分配策略规定了把任务分配给坐席的方法和阈值，回收策略则进一步对任务流程进行兜底。通过设置这些任务属性，可以在智能外呼的情况下更符合坐席的拨打需求，使系统更加人性化；1. When the task management module creates a task, it can be created according to the customer data saved in the customer module, or it can directly input the customer data to create a task. At the same time, it is necessary to select the skill group, outbound call date, and outbound call period to perform the current task. , assignment strategy, recycling strategy and other core parameters of task attributes. Among them, the skills group is a specific functional organization according to a logical division. It can be divided into consulting, ordering, after-sales, and complaint task-oriented skill groups, and can also be divided into regional skill groups characterized by different areas; it can also be divided into time skill groups according to time; agents are an important unit of skill groups. A skill group consists of one or more agents, and the final outgoing calls are made by the agents. The outbound call date and outbound call period limit the working hours of the agents, the assignment strategy specifies the method and threshold for assigning tasks to the agents, and the recycling strategy further outlines the task process. By setting these task attributes, in the case of intelligent outbound calls, it can better meet the dialing needs of the agents, making the system more user-friendly;
2、任务管理模块根据任务属性，会自动将任务分配给技能组下的所有坐席，然后将分配给坐席的任务发送给推送引擎，此过程无需人工干预，分配策略决定了分配的方式方法，阈值决定了坐席每日的最大工作量。此处需注意，任务管理模块在进行任务分配时，需要先获取已登录外呼工作台的在线坐席，坐席在登录外呼工作台时，会和推送引擎建立了一个通信管道，并设置拨打喜好、是否开启连续外呼等推送策略，然后开始准备接收推送的任务；2. The task management module will automatically assign tasks to all the agents under the skill group according to the task attributes, and then send the tasks assigned to the agents to the push engine. This process does not require manual intervention. The assignment strategy determines the method and threshold of assignment. Determines the maximum daily workload of an agent. It should be noted here that when the task management module performs task assignment, it needs to obtain the online agent who has logged in to the outbound workbench. When the agent logs in to the outbound workbench, it will establish a communication channel with the push engine and set the dial preference. , whether to enable push policies such as continuous outbound calls, and then start preparing to receive push tasks;
3、推送引擎根据坐席的拨打喜好进行任务推送，将任务推送给外呼工作台；3. The push engine pushes the task according to the agent's dialing preference, and pushes the task to the outbound call workbench;
4、外呼工作台接收到任务后，会自动调用坐席进行外呼操作，坐席记录外呼过程，并记录任务执行结果，还可对客户进行打标等。其中，任务执行结果可分为任务已完结，任务未完结和任务需预约3种，其中，任务已完结指的是外呼任务的目的已达成、目的无效或者目的被拒绝；任务未完结指的是外呼任务未能拨打成功(客户未接听)或客户考虑中；任务需预约指的是客户当前不方便沟通，且与客户预约了下次呼叫的时间。之后，将结果推送给外呼工作台；4. After the outbound call workbench receives the task, it will automatically call the agent to perform the outbound call operation. Among them, the task execution results can be divided into three types: task completed, task uncompleted and task need to be reserved. Among them, task completed means that the purpose of the outbound task has been achieved, the purpose is invalid or the purpose is rejected; It means that the outbound call task failed to dial successfully (the customer did not answer) or the customer is considering it; the task needs to be scheduled means that the customer is currently inconvenient to communicate and has made an appointment with the customer for the next call. After that, push the result to the outbound workbench;
4、外呼工作台接收到任务执行结果后，记录结果，并根据结果进行判断，任务是否已完结，若已完结，则该任务的处理结束；否则，判断该任务是否需预约，若是，则建立预约任务，并添加到推送引擎中该坐席的任务队列中；否则，该任务为未完结的任务，判断该任务是否满足回收策略，若满足则执行下面的步骤5，否则执行步骤6。其中，对于不方便沟通的客户，可以设置预约时间，到点弹屏提醒，点击可加载预约客户信息；4. After the outbound workbench receives the task execution result, it records the result and judges according to the result whether the task has been completed. If it has been completed, the processing of the task ends; Create a reservation task and add it to the task queue of the agent in the push engine; otherwise, the task is an unfinished task, and it is judged whether the task satisfies the recycling policy, and if so, go to step 5 below, otherwise go to step 6. Among them, for customers who are inconvenient to communicate, you can set an appointment time, and a pop-up reminder will pop up at the point, and click to load the appointment customer information;
5、对于多次执行仍无法完结的任务，会触发系统的回收机制，根据回收策略将任务回收到任务池中进行再次分配，坐席也可以手动直接将任务退回到任务池。5. For tasks that cannot be completed after multiple executions, the system's recycling mechanism will be triggered, and the tasks will be recycled to the task pool for re-allocation according to the recycling strategy. The agent can also manually return the task to the task pool directly.
6、将该未完结的任务添加到推送引擎中该坐席的任务队列中，点击下一步可获取后续任务，直到当天任务全部完成。6. Add the unfinished task to the task queue of the agent in the push engine, and click Next to get the follow-up tasks until all the tasks of the day are completed.
图4是根据本发明实施例的智能外呼的方法的主要步骤示意图。如图4所示，本发明实施例的智能外呼的方法主要包括如下的步骤S401至步骤S403。FIG. 4 is a schematic diagram of main steps of a method for intelligent outbound calling according to an embodiment of the present invention. As shown in FIG. 4 , the method for intelligent outbound calling according to the embodiment of the present invention mainly includes the following steps S401 to S403.
步骤S401：获取待分配的外呼任务，所述外呼任务是根据客户数据生成的，且具有任务属性，所述客户数据包括客户标签。根据客户数据生成外呼任务，并且为外呼任务设置任务属性，任务属性例如包括外呼任务对应的技能组、任务分配策略和任务分配阈值、外呼日期、外呼时段、任务回收策略等，其中，技能组由一个或多个坐席组成，任务分配阈值为每个坐席每次分配的任务数阈值。Step S401: Acquire an outbound call task to be allocated, the outbound call task is generated according to customer data and has a task attribute, and the customer data includes a customer tag. Generate outbound tasks based on customer data, and set task attributes for the outbound tasks. The task attributes include, for example, the skill group corresponding to the outbound task, task assignment strategy and task assignment threshold, outbound call date, outbound call period, task recovery strategy, etc. The skill group is composed of one or more agents, and the task assignment threshold is the threshold of the number of tasks assigned each time by each agent.
步骤S402：根据所述任务属性将所述外呼任务分配给对应的坐席。在本发明的实施例中，任务属性包括任务对应的技能组、任务分配策略和任务分配阈值，技能组由一个或多个坐席组成，所述任务分配阈值为每个坐席每次分配的任务数阈值。并且，根据所述任务属性将所述外呼任务分配给对应的坐席，具体可以包括：根据所述技能组对所述外呼任务进行分组；对每组外呼任务，根据所述任务分配策略和所述任务分配阈值将所述外呼任务分配给对应的坐席。Step S402: Allocate the outbound call task to the corresponding agent according to the task attribute. In an embodiment of the present invention, the task attribute includes a skill group corresponding to the task, a task assignment strategy and a task assignment threshold, the skill group is composed of one or more agents, and the task assignment threshold is the number of tasks assigned by each agent each time threshold. In addition, allocating the outbound call task to the corresponding agent according to the task attribute may specifically include: grouping the outbound call task according to the skill group; for each group of outbound call tasks, according to the task allocation strategy and the task assignment threshold to assign the outbound call task to the corresponding agent.
任务分配策略例如包括定量平均、定量配额、自定义分配等。定量平均是指把外呼任务平均分配给坐席，例如：有10万个外呼任务，有一个技能组A，技能组A下有三个坐席，且每个坐席的任务分配阈值设置为200，则外呼系统每天会自动给三个坐席各分配200个外呼任务作为当日任务。定量配额是把外呼任务放到一个集中的池子中并未分配给具体的坐席，而是仅为每个坐席分配一个任务名额，具体任务由坐席去申领。例如：10万个外呼任务，有一个技能组A，技能组A下有三个坐席，且每个坐席的任务分配阈值设置为200，则外呼系统会从10万个外呼任务中取出600个放在一个“任务池”里，三个坐席可以根据自己的拨打喜欢从“任务池”中申领任务，每天每个坐席可最多处理200个。而在客户数量庞大的情况下，如果是坐席拉取的方式，会造成服务器压力大、资源消耗高的问题，坐席对外呼配置项变更的感知也不够灵敏，而基于双通道的任务推送可以很好的解决这种情况，并且像预约任务这种实时性要求高的场景也能很好的满足，故而，在本发明中，均是由推送引擎来进行任务推送的。Task allocation strategies include, for example, quantitative averaging, quantitative quotas, custom allocation, and the like. Quantitative averaging refers to evenly assigning outbound calling tasks to agents. For example, if there are 100,000 outbound calling tasks, there is one skill group A, there are three agents in skill group A, and the task assignment threshold of each agent is set to 200, then The outbound calling system will automatically assign 200 outbound calling tasks to each of the three agents as tasks of the day. Quantitative quota is to put outbound call tasks in a centralized pool and not assign them to specific agents. Instead, only one task quota is allocated to each agent, and specific tasks are applied for by the agents. For example, if there are 100,000 outbound calling tasks, there is one skill group A, there are three agents in skill group A, and the task allocation threshold of each agent is set to 200, then the outbound calling system will take 600 out of the 100,000 outbound calling tasks. Each agent is placed in a "task pool", and three agents can apply for tasks from the "task pool" according to their own dialing preferences, and each agent can process up to 200 tasks per day. In the case of a large number of customers, if it is the method of agent pulling, it will cause problems of high server pressure and high resource consumption, and the agent's perception of changes in outbound configuration items is not sensitive enough, and the task push based on dual channels can be very It is a good solution to this situation, and a scenario with high real-time requirements such as a scheduled task can also be well satisfied. Therefore, in the present invention, the task is pushed by the push engine.
步骤S403：对每个坐席对应的外呼任务，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将所述外呼任务推送给所述坐席进行外呼。根据本发明的实施例，任务推送策略是由所述坐席登录外呼工作台时进行设置的，且包括是否开启连续外呼。通过开启连续外呼，可以进一步简化外呼流程，连续外呼在外呼工作台通过开关控制，开关由坐席自行开启或关闭，充分体现其开放性和灵活性，外呼工作台在接收到下一条推送的外呼任务后会自动触发外呼操作，省去坐席点击拨打的操作，简化坐席外呼流程，坐席可利用呼叫中的时间浏览客户基础信息，根据客户标签了解客户偏好，通过联系历史了解历史沟通情况，为正式沟通做好准备。Step S403: For the outbound call task corresponding to each agent, sort the outbound call task according to the task push policy of the agent and the customer tag corresponding to each outbound call task, and push the outbound call task to all the outbound call tasks according to the sorting result. The said agent makes an outbound call. According to the embodiment of the present invention, the task push policy is set when the agent logs in to the outbound call workbench, and includes whether to enable continuous outbound calls. By enabling continuous outbound calls, the outbound call process can be further simplified. Continuous outbound calls are controlled by switches at the outbound call workbench, and the switch is turned on or off by the agent, which fully reflects its openness and flexibility. The outbound call workbench receives the next call. After the outbound call task is pushed, the outbound call operation will be automatically triggered, eliminating the need for the agent to click to dial, simplifying the agent outbound call process, and the agent can use the time during the call to browse the basic customer information, learn about customer preferences according to customer tags, and learn through contact history. Historical communication situation to prepare for formal communication.
根据本发明的一个实施例，保存所述坐席根据外呼过程中的沟通内容对所述客户标签进行的更新。在坐席进行外呼的过程中，根据与客户的沟通内容，可以进行客户打标。客户标签是对客户构建的画像，良好的客户标签可以帮助坐席节省沟通时间，促成任务达成。客户标签例如有：老客户，新客户，推荐客户，优质客户，潜在客户，易沟通，易投诉，专业人士，性别，职业，年龄段等；或者还可以包括此次沟通后的客户意愿。通过根据沟通内容来对客户标签进行完善，可以更准确地进行外呼任务的推送。According to an embodiment of the present invention, the update of the customer tag by the agent according to the communication content in the outbound call process is saved. In the process of outbound call by the agent, customer marking can be carried out according to the communication content with the customer. A customer label is a portrait of a customer. A good customer label can help agents save communication time and facilitate task achievement. For example, customer tags include: old customers, new customers, recommended customers, high-quality customers, potential customers, easy to communicate, easy to complain, professionals, gender, occupation, age group, etc.; or it can also include customer wishes after the communication. By perfecting the customer label according to the communication content, the outbound task can be pushed more accurately.
根据本发明的另一个实施例，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，具体可以包括：根据所述坐席的任务推送策略得到所述坐席的拨打喜好特征；根据所述坐席的拨打喜好特征与每个外呼任务对应的客户标签的相似度，进行外呼任务排序。任务推送策略例如是包括不同优先级的任务筛选规则，例如：老客户、性别为男的客户对应的外呼任务优先级最高，新客户、易投诉的客户对应的外呼任务优先级最低，等等。根据坐席登录外呼工作台时设置的任务推送策略即可得到坐席的拨打喜好特征。每个外呼任务对应的客户标签例如可以是对客户标签库中的客户标签进行标签处理后得到的。通过计算坐席的拨打喜好特征和客户标签的相似度，即可对外呼任务进行排序。According to another embodiment of the present invention, sorting the outbound call tasks according to the task push policy of the agent and the customer tag corresponding to each outbound call task may specifically include: obtaining the agent's task push policy according to the agent's task push policy. Dial preference feature; according to the similarity between the dial preference feature of the agent and the customer tag corresponding to each outbound task, the outbound call task is sorted. For example, the task push strategy includes task screening rules with different priorities, such as: old customers and customers whose gender is male have the highest outbound task priority, new customers and customers who are prone to complaints have the lowest outbound task priority, etc. Wait. According to the task push policy set when the agent logs in to the outbound call workbench, the dialing preference characteristics of the agent can be obtained. The customer tag corresponding to each outbound call task may be obtained by, for example, performing tag processing on the customer tag in the customer tag library. Outbound calling tasks can be sorted by calculating the similarity between agents' dialing preference characteristics and customer tags.
图5是本发明实施例的推送引擎的实现原理示意图。如图5所示，客户标签库是对客户标签的分类管理，包括客户属性标签，客户意愿标签和其他标签等，坐席在外呼工作台可对客户标签进行修改完善。客户标签作为客户数据的一部分保存，故而在根据客户数据生成外呼任务时，每个外呼任务即对应有客户标签。在对客户标签库中的客户标签进行聚合、建模、提炼等标签处理，并与坐席的拨打喜好特征进行相似度比较，即可将符合坐席拨打喜好的外呼任务最优先推送到外呼工作台。另外，根据本发明的技术方案，在所述坐席具有预约任务的情况下，根据所述预约任务的预约信息将所述预约任务优先推送给所述坐席。如果有即将到期的预约任务，会将预约任务插入到推送引擎的任务队列的头部以保证优先推送。FIG. 5 is a schematic diagram of an implementation principle of a push engine according to an embodiment of the present invention. As shown in Figure 5, the customer tag library is the classification management of customer tags, including customer attribute tags, customer willingness tags and other tags, etc. The agent can modify and improve the customer tags at the outbound call workbench. Customer tags are stored as part of customer data, so when outbound tasks are generated based on customer data, each outbound task corresponds to a customer tag. Aggregate, model, and refine the customer tags in the customer tag library, and compare the similarity with the dialing preferences of the agents, so that the outbound call tasks that meet the agent's dialing preferences can be pushed to the outbound work first. tower. In addition, according to the technical solution of the present invention, when the agent has a reservation task, the reservation task is preferentially pushed to the agent according to reservation information of the reservation task. If there is an upcoming scheduled task, the scheduled task will be inserted into the head of the task queue of the push engine to ensure priority push.
任务属性包括任务回收策略，任务回收策略例如包括无联系回收、无结果回收、有投诉回收和风险预警回收，等等。其中，无联系回收是指定时长内坐席未联系客户的外呼任务的回收；无结果回收是指定时长内未完结的外呼任务的回收；有投诉回收是指在接收到客户对该坐席的投诉后，将该客户对应的外呼任务进行回收；风险预警回收是指当预测到有风险时，将对应的外呼任务进行回收。The task attribute includes a task recovery strategy, and the task recovery strategy includes, for example, no-contact recovery, no-result recovery, complaint recovery, and risk early warning recovery, and so on. Among them, no-contact recovery is the recovery of outbound call tasks that the agent has not contacted the customer within the specified time period; no-result recovery is the recovery of the outbound call task that has not been completed within the specified time period; complaint recovery refers to the recovery of the customer's complaint about the agent Afterwards, the outbound call task corresponding to the customer is recovered; risk early warning recovery means that when a risk is predicted, the corresponding outbound call task is recovered.
根据本发明的实施例，智能外呼的方法还可以包括：在所述坐席进行外呼之后，获取外呼任务执行结果，所述外呼任务执行结果包括任务完结、任务未完结和任务需预约；在所述外呼任务执行结果是任务需预约的情况下，建立预约任务，并将所述预约任务添加到所述坐席对应的外呼任务中；在所述外呼任务执行结果是任务未完结的情况下，根据所述外呼任务的执行记录判断所述外呼任务是否符合任务回收策略；若符合，则将所述外呼任务进行回收并添加到回收任务池中；否则，将所述外呼任务添加到所述坐席对应的外呼任务中。其中，外呼任务的执行记录例如包括外呼任务的执行时长、执行次数、执行结果，等等。另外，根据本发明的技术方案，还可以将坐席主动回收的外呼任务添加到回收任务池中，并根据任务再分配策略对所述回收任务池中的任务进行再分配。在具体执行过程中，对于一些欠款催收、新品推荐类的要求必须完成的外呼任务，存在坐席多次执行仍未完成的情况，这时将触发回收机制将外呼任务自动回收。回收机制是一个保护机制，目的是防止任务连续重复执行最终形成“僵尸”任务，坐席在工作台也可以手动退回任务，退回的任务进入任务池后等待重新分配。According to an embodiment of the present invention, the method for intelligent outbound call may further include: after the agent makes an outbound call, acquiring an outbound call task execution result, where the outbound task execution result includes task completion, task unfinished, and task reservation required ; Under the situation that the task needs to be reserved as a result of the execution of the outbound call task, establish a reservation task, and add the reservation task to the outbound call task corresponding to the seat; When the execution result of the outbound call task is that the task has not been In the case of completion, according to the execution record of the outbound call task, it is judged whether the outbound call task complies with the task recovery policy; if so, the outbound call task is recovered and added to the recovery task pool; otherwise, the The outbound call task is added to the outbound call task corresponding to the agent. The execution record of the outbound call task includes, for example, the execution duration, the number of times of execution, and the execution result of the outbound call task, and the like. In addition, according to the technical solution of the present invention, the outbound call tasks actively recovered by the agent can also be added to the recovery task pool, and the tasks in the recovery task pool are redistributed according to the task redistribution strategy. In the specific implementation process, for some outbound call tasks that must be completed for collection of arrears and new product recommendations, there is a situation that the agent has not completed the execution for many times. At this time, the recovery mechanism will be triggered to automatically recover the outbound call tasks. The recycling mechanism is a protection mechanism to prevent the continuous and repeated execution of tasks from eventually forming a "zombie" task. The agent can also manually return the task at the workbench, and the returned task enters the task pool and waits for reassignment.
图6是本发明实施例的任务回收过程示意图。如图6所示，推送引擎将外呼任务推送给外呼工作台后，满足任务回收策略的外呼任务会触发回收，由回收模块将该外呼任务回收到回收任务池中，另外，也可以由坐席对外呼任务进行主动回收，被主动回收的任务会直接退回到回收任务池中。回收任务池可以对所有回收任务进行管理和一键再分配。回收任务池和任务池可以是相互独立的，且两者数据隔离。回收任务池中的外呼任务通过指定的任务再分配策略，例如随机分配、跳过原坐席分配、指定坐席分配等，一键分配，重新进入任务池，等待推送引擎再次执行任务推送。推送引擎将任务池中回收的外呼任务优先分配到坐席，坐席在外呼工作台加载外呼任务后进行外呼操作。FIG. 6 is a schematic diagram of a task recovery process according to an embodiment of the present invention. As shown in Figure 6, after the push engine pushes the outbound call task to the outbound call workbench, the outbound call task that meets the task recycling policy will trigger the recycling, and the recycling module will recycle the outbound call task into the recycling task pool. Outbound tasks can be actively recycled by agents, and the actively recycled tasks will be directly returned to the recycling task pool. The recycling task pool can manage and redistribute all recycling tasks with one click. The recycling task pool and the task pool can be independent of each other, and the data of the two are isolated. The outgoing tasks in the recycling task pool are re-entered into the task pool through the specified task re-assignment strategy, such as random assignment, skipping the original agent assignment, and assigning agent assignment, etc. The push engine preferentially assigns the outbound call tasks recovered from the task pool to the agents, and the agents perform outbound call operations after loading the outbound call tasks on the outbound call workbench.
图7是根据本发明实施例的智能外呼的装置的主要模块示意图。如图7所示，本发明实施例的智能外呼的装置700主要包括任务获取模块701、任务分配模块702和任务推送模块703。FIG. 7 is a schematic diagram of main modules of an apparatus for intelligent outbound calling according to an embodiment of the present invention. As shown in FIG. 7 , the
任务获取模块701，用于获取待分配的外呼任务，所述外呼任务是根据客户数据生成的，且具有任务属性，所述客户数据包括客户标签；A
任务分配模块702，用于根据所述任务属性将所述外呼任务分配给对应的坐席；A
任务推送模块703，用于对每个坐席对应的外呼任务，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将所述外呼任务推送给所述坐席进行外呼。The
根据本发明的一个实施例，所述任务属性包括任务对应的技能组、任务分配策略和任务分配阈值，所述技能组由一个或多个坐席组成，所述任务分配阈值为每个坐席每次分配的任务数阈值；任务分配模块702还可以用于：According to an embodiment of the present invention, the task attribute includes a skill group corresponding to the task, a task assignment strategy, and a task assignment threshold, the skill group is composed of one or more agents, and the task assignment threshold is each agent per time The number of tasks allocated threshold; the
根据所述技能组对所述外呼任务进行分组；grouping the outbound call tasks according to the skill group;
对每组外呼任务，根据所述任务分配策略和所述任务分配阈值将所述外呼任务分配给对应的坐席。For each group of outbound call tasks, the outbound call tasks are allocated to corresponding agents according to the task allocation policy and the task allocation threshold.
根据本发明的另一个实施例，智能外呼的装置700还可以包括客户标签管理模块，用于保存所述坐席根据外呼过程中的沟通内容对所述客户标签进行的更新。According to another embodiment of the present invention, the
根据本发明的又一个实施例，所述任务推送策略是由所述坐席登录外呼工作台时进行设置的，且包括是否开启连续外呼。According to another embodiment of the present invention, the task push policy is set when the agent logs in to the outbound call workbench, and includes whether to enable continuous outbound calls.
根据本发明的又一个实施例，所述任务属性包括任务回收策略；智能外呼的装置700还可以包括外呼任务处理模块(图中未示出)，用于：According to another embodiment of the present invention, the task attribute includes a task recovery strategy; the
在所述坐席进行外呼之后，获取外呼任务执行结果，所述外呼任务执行结果包括任务完结、任务未完结和任务需预约；After the agent makes an outbound call, obtain the execution result of the outbound call task, and the execution result of the outbound call task includes the task completed, the task not completed, and the task requiring reservation;
在所述外呼任务执行结果是任务需预约的情况下，建立预约任务，并将所述预约任务添加到所述坐席对应的外呼任务中；When the execution result of the outbound call task is that the task needs to be reserved, create a reservation task, and add the reservation task to the outbound call task corresponding to the agent;
在所述外呼任务执行结果是任务未完结的情况下，根据所述外呼任务的执行记录判断所述外呼任务是否符合任务回收策略；In the case that the execution result of the outbound call task is that the task is not completed, determine whether the outbound call task conforms to the task recovery policy according to the execution record of the outbound call task;
若符合，则将所述外呼任务进行回收并添加到回收任务池中；否则，将所述外呼任务添加到所述坐席对应的外呼任务中。If so, the outbound call task is recovered and added to the recovery task pool; otherwise, the outbound call task is added to the outbound call task corresponding to the agent.
根据本发明的又一个实施例，任务推送模块703还可以用于：According to yet another embodiment of the present invention, the
在所述坐席具有预约任务的情况下，根据所述预约任务的预约信息将所述预约任务优先推送给所述坐席。When the agent has a reservation task, the reservation task is preferentially pushed to the agent according to reservation information of the reservation task.
根据本发明的又一个实施例，外呼任务处理模块(图中未示出)还可以用于：According to yet another embodiment of the present invention, the outbound call task processing module (not shown in the figure) can also be used for:
将坐席主动回收的外呼任务添加到回收任务池中，并根据任务再分配策略对所述回收任务池中的任务进行再分配。The outbound call tasks actively recovered by the agent are added to the recovery task pool, and the tasks in the recovery task pool are redistributed according to the task redistribution policy.
根据本发明的再一个实施例，任务推送模块703还可以用于：According to yet another embodiment of the present invention, the
根据所述坐席的任务推送策略得到所述坐席的拨打喜好特征；Obtain the call preference feature of the agent according to the task push strategy of the agent;
根据所述坐席的拨打喜好特征与每个外呼任务对应的客户标签的相似度，进行外呼任务排序。According to the similarity between the call preference feature of the agent and the customer tag corresponding to each outbound call task, the outbound call tasks are sorted.
根据本发明实施例的技术方案，通过获取待分配的外呼任务，外呼任务是根据客户数据生成的，且具有任务属性，客户数据包括客户标签；根据任务属性将外呼任务分配给对应的坐席；对每个坐席对应的外呼任务，根据坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将外呼任务推送给坐席进行外呼的技术方案，对于海量的客户数据，将客户数据包装成任务，以任务为流转导向，完成海量客户的自动分配、自动流转、自动外呼、连续外呼等操作，无需坐席人工干预，自主智能化完成整个外呼流程，外呼效率和准确性高，节约了人力成本，且客户信息呈现直观全面。According to the technical solution of the embodiment of the present invention, by acquiring outbound call tasks to be allocated, the outbound call tasks are generated according to customer data and have task attributes, and the customer data includes customer tags; the outbound call tasks are allocated to corresponding Agents: For the outbound call tasks corresponding to each agent, the outbound call tasks are sorted according to the agent's task push strategy and the customer tags corresponding to each outbound call task, and the outbound call tasks are pushed to the agents for outbound calls according to the sorting results. The solution, for massive customer data, packs the customer data into tasks, takes the task as the flow orientation, and completes the automatic allocation, automatic flow, automatic outbound call, continuous outbound call and other operations of a large number of customers, without the need for manual intervention by the agent, and it can be completed autonomously and intelligently. In the entire outbound call process, the outbound call efficiency and accuracy are high, labor costs are saved, and customer information is presented intuitively and comprehensively.
图8示出了可以应用本发明实施例的智能外呼的方法或智能外呼的装置的示例性系统架构800。FIG. 8 shows an
如图8所示，系统架构800可以包括终端设备801、802、803，网络804和服务器805。网络804用以在终端设备801、802、803和服务器805之间提供通信链路的介质。网络804可以包括各种连接类型，例如有线、无线通信链路或者光纤电缆等等。As shown in FIG. 8 , the
用户可以使用终端设备801、802、803通过网络804与服务器805交互，以接收或发送消息等。终端设备801、802、803上可以安装有各种通讯客户端应用，例如CTI系统类应用、坐席呼叫平台应用、数据管理类应用等(仅为示例)。The user can use the
终端设备801、802、803可以是具有显示屏并且支持网页浏览的各种电子设备，包括但不限于智能手机、平板电脑、膝上型便携计算机和台式计算机等等。The
服务器805可以是提供各种服务的服务器，例如对用户利用终端设备801、802、803所发来的智能外呼请求提供支持的后台管理服务器(仅为示例)。后台管理服务器可以对接收到的外呼请求等数据进行获取待分配的外呼任务，所述外呼任务是根据客户数据生成的，且具有任务属性，所述客户数据包括客户标签；根据所述任务属性将所述外呼任务分配给对应的坐席；对每个坐席对应的外呼任务，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将所述外呼任务推送给所述坐席进行外呼等处理，并将处理结果(例如外呼执行结果--仅为示例)反馈给终端设备。The
需要说明的是，本发明实施例所提供的智能外呼的方法一般由服务器805执行，相应地，智能外呼的装置一般设置于服务器805中。It should be noted that the method for intelligent outbound calling provided by the embodiment of the present invention is generally performed by the
应该理解，图8中的终端设备、网络和服务器的数目仅仅是示意性的。根据实现需要，可以具有任意数目的终端设备、网络和服务器。It should be understood that the numbers of terminal devices, networks and servers in FIG. 8 are merely illustrative. There can be any number of terminal devices, networks and servers according to implementation needs.
下面参考图9，其示出了适于用来实现本发明实施例的终端设备或服务器的计算机系统900的结构示意图。图9示出的终端设备或服务器仅仅是一个示例，不应对本发明实施例的功能和使用范围带来任何限制。Referring to FIG. 9 below, it shows a schematic structural diagram of a
如图9所示，计算机系统900包括中央处理单元(CPU)901，其可以根据存储在只读存储器(ROM)902中的程序或者从存储部分908加载到随机访问存储器(RAM)903中的程序而执行各种适当的动作和处理。在RAM 903中，还存储有系统900操作所需的各种程序和数据。CPU 901、ROM 902以及RAM 903通过总线904彼此相连。输入/输出(I/O)接口905也连接至总线904。As shown in FIG. 9, a
以下部件连接至I/O接口905：包括键盘、鼠标等的输入部分906；包括诸如阴极射线管(CRT)、液晶显示器(LCD)等以及扬声器等的输出部分907；包括硬盘等的存储部分908；以及包括诸如LAN卡、调制解调器等的网络接口卡的通信部分909。通信部分909经由诸如因特网的网络执行通信处理。驱动器910也根据需要连接至I/O接口905。可拆卸介质911，诸如磁盘、光盘、磁光盘、半导体存储器等等，根据需要安装在驱动器910上，以便于从其上读出的计算机程序根据需要被安装入存储部分908。The following components are connected to the I/O interface 905: an
特别地，根据本发明公开的实施例，上文参考流程图描述的过程可以被实现为计算机软件程序。例如，本发明公开的实施例包括一种计算机程序产品，其包括承载在计算机可读介质上的计算机程序，该计算机程序包含用于执行流程图所示的方法的程序代码。在这样的实施例中，该计算机程序可以通过通信部分909从网络上被下载和安装，和/或从可拆卸介质911被安装。在该计算机程序被中央处理单元(CPU)901执行时，执行本发明的系统中限定的上述功能。In particular, the processes described above with reference to the flowcharts may be implemented as computer software programs in accordance with the disclosed embodiments of the present invention. For example, embodiments disclosed herein include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the method illustrated in the flowchart. In such an embodiment, the computer program may be downloaded and installed from the network via the
需要说明的是，本发明所示的计算机可读介质可以是计算机可读信号介质或者计算机可读存储介质或者是上述两者的任意组合。计算机可读存储介质例如可以是——但不限于——电、磁、光、电磁、红外线、或半导体的系统、装置或器件，或者任意以上的组合。计算机可读存储介质的更具体的例子可以包括但不限于：具有一个或多个导线的电连接、便携式计算机磁盘、硬盘、随机访问存储器(RAM)、只读存储器(ROM)、可擦式可编程只读存储器(EPROM或闪存)、光纤、便携式紧凑磁盘只读存储器(CD-ROM)、光存储器件、磁存储器件、或者上述的任意合适的组合。在本发明中，计算机可读存储介质可以是任何包含或存储程序的有形介质，该程序可以被指令执行系统、装置或者器件使用或者与其结合使用。而在本发明中，计算机可读的信号介质可以包括在基带中或者作为载波一部分传播的数据信号，其中承载了计算机可读的程序代码。这种传播的数据信号可以采用多种形式，包括但不限于电磁信号、光信号或上述的任意合适的组合。计算机可读的信号介质还可以是计算机可读存储介质以外的任何计算机可读介质，该计算机可读介质可以发送、传播或者传输用于由指令执行系统、装置或者器件使用或者与其结合使用的程序。计算机可读介质上包含的程序代码可以用任何适当的介质传输，包括但不限于：无线、电线、光缆、RF等等，或者上述的任意合适的组合。It should be noted that the computer-readable medium shown in the present invention may be a computer-readable signal medium or a computer-readable storage medium, or any combination of the above two. The computer-readable storage medium can be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus or device, or a combination of any of the above. More specific examples of computer readable storage media may include, but are not limited to, electrical connections with one or more wires, portable computer disks, hard disks, random access memory (RAM), read only memory (ROM), erasable Programmable read only memory (EPROM or flash memory), fiber optics, portable compact disk read only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the foregoing. In the present invention, a computer-readable storage medium may be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. In the present invention, however, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code therein. Such propagated data signals may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the foregoing. A computer-readable signal medium can also be any computer-readable medium other than a computer-readable storage medium that can transmit, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device . Program code embodied on a computer readable medium may be transmitted using any suitable medium including, but not limited to, wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
附图中的流程图和框图，图示了按照本发明各种实施例的系统、方法和计算机程序产品的可能实现的体系架构、功能和操作。在这点上，流程图或框图中的每个方框可以代表一个模块、程序段、或代码的一部分，上述模块、程序段、或代码的一部分包含一个或多个用于实现规定的逻辑功能的可执行指令。也应当注意，在有些作为替换的实现中，方框中所标注的功能也可以以不同于附图中所标注的顺序发生。例如，两个接连地表示的方框实际上可以基本并行地执行，它们有时也可以按相反的顺序执行，这依所涉及的功能而定。也要注意的是，框图或流程图中的每个方框、以及框图或流程图中的方框的组合，可以用执行规定的功能或操作的专用的基于硬件的系统来实现，或者可以用专用硬件与计算机指令的组合来实现。The flowchart and block diagrams in the Figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code that contains one or more logical functions for implementing the specified functions executable instructions. It should also be noted that, in some alternative implementations, the functions noted in the blocks may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It is also noted that each block of the block diagrams or flowchart illustrations, and combinations of blocks in the block diagrams or flowchart illustrations, can be implemented in special purpose hardware-based systems that perform the specified functions or operations, or can be implemented using A combination of dedicated hardware and computer instructions is implemented.
描述于本发明实施例中所涉及到的单元或模块可以通过软件的方式实现，也可以通过硬件的方式来实现。所描述的单元或模块也可以设置在处理器中，例如，可以描述为：一种处理器包括任务获取模块、任务分配模块和任务推送模块。其中，这些单元或模块的名称在某种情况下并不构成对该单元或模块本身的限定，例如，任务获取模块还可以被描述为“用于获取待分配的外呼任务的模块”。The units or modules involved in the embodiments of the present invention may be implemented in a software manner, and may also be implemented in a hardware manner. The described units or modules can also be provided in the processor, for example, it can be described as: a processor includes a task acquisition module, a task allocation module and a task push module. Wherein, the names of these units or modules do not constitute a limitation on the units or modules themselves, for example, the task acquisition module can also be described as "a module for acquiring outbound call tasks to be assigned".
作为另一方面，本发明还提供了一种计算机可读介质，该计算机可读介质可以是上述实施例中描述的设备中所包含的；也可以是单独存在，而未装配入该设备中。上述计算机可读介质承载有一个或者多个程序，当上述一个或者多个程序被一个该设备执行时，使得该设备包括：获取待分配的外呼任务，所述外呼任务是根据客户数据生成的，且具有任务属性，所述客户数据包括客户标签；根据所述任务属性将所述外呼任务分配给对应的坐席；对每个坐席对应的外呼任务，根据所述坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将所述外呼任务推送给所述坐席进行外呼。As another aspect, the present invention also provides a computer-readable medium, which may be included in the device described in the above embodiments; or may exist alone without being assembled into the device. The above-mentioned computer-readable medium carries one or more programs, and when the above-mentioned one or more programs are executed by a device, the device includes: acquiring an outbound call task to be allocated, and the outbound call task is generated according to customer data , and has a task attribute, and the customer data includes a customer tag; according to the task attribute, the outbound call task is allocated to the corresponding agent; for the outbound call task corresponding to each agent, according to the agent's task push policy The outbound call tasks are sorted according to the customer tags corresponding to each outbound call task, and the outbound call tasks are pushed to the agent for outbound calls according to the sorting result.
根据本发明实施例的技术方案，通过获取待分配的外呼任务，外呼任务是根据客户数据生成的，且具有任务属性，客户数据包括客户标签；根据任务属性将外呼任务分配给对应的坐席；对每个坐席对应的外呼任务，根据坐席的任务推送策略和每个外呼任务对应的客户标签进行外呼任务排序，并按照排序结果将外呼任务推送给坐席进行外呼的技术方案，对于海量的客户数据，将客户数据包装成任务，以任务为流转导向，完成海量客户的自动分配、自动流转、自动外呼、连续外呼等操作，无需坐席人工干预，自主智能化完成整个外呼流程，外呼效率和准确性高，节约了人力成本，且客户信息呈现直观全面。According to the technical solution of the embodiment of the present invention, by acquiring outbound call tasks to be allocated, the outbound call tasks are generated according to customer data and have task attributes, and the customer data includes customer tags; the outbound call tasks are allocated to corresponding Agents: For the outbound call tasks corresponding to each agent, the outbound call tasks are sorted according to the agent's task push strategy and the customer tags corresponding to each outbound call task, and the outbound call tasks are pushed to the agents for outbound calls according to the sorting results. The solution, for massive customer data, packs the customer data into tasks, takes the task as the flow orientation, and completes the automatic allocation, automatic flow, automatic outbound call, continuous outbound call and other operations of a large number of customers, without the need for manual intervention by the agent, and it can be completed autonomously and intelligently. In the entire outbound call process, the outbound call efficiency and accuracy are high, labor costs are saved, and customer information is presented intuitively and comprehensively.
上述具体实施方式，并不构成对本发明保护范围的限制。本领域技术人员应该明白的是，取决于设计要求和其他因素，可以发生各种各样的修改、组合、子组合和替代。任何在本发明的精神和原则之内所作的修改、等同替换和改进等，均应包含在本发明保护范围之内。The above-mentioned specific embodiments do not constitute a limitation on the protection scope of the present invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modifications, equivalent replacements and improvements made within the spirit and principle of the present invention shall be included within the protection scope of the present invention.
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