CN113542506B

CN113542506B - Outbound method, device, equipment and medium

Info

Publication number: CN113542506B
Application number: CN202110808097.9A
Authority: CN
Inventors: 许珂铖; 陈永录; 张儒
Original assignee: Industrial and Commercial Bank of China Ltd ICBC
Current assignee: Industrial and Commercial Bank of China Ltd ICBC
Priority date: 2021-07-16
Filing date: 2021-07-16
Publication date: 2022-11-11
Anticipated expiration: 2041-07-16
Also published as: CN113542506A

Abstract

The present disclosure provides an outbound method applicable to the financial field, comprising: acquiring a customer information list, wherein the customer information list comprises information of a plurality of customers, the customers comprise marked-grade customers, and the information of the marked-grade customers comprises numerical values and telephone numbers of a first potential grade; selecting a marked level client with the value of the first potential level larger than the preset value as a first target client, searching the telephone number of the first target client and dialing; acquiring initial state information of a dialed call, wherein the initial state information is successful dialing or failed dialing, and when the dialing is successful, acquiring conversation contents of a client and final result information of the dialed call, wherein the final result information is an ideal result or a non-ideal result; and when the initial state information is successful in dialing and the final result information is a non-ideal result, updating the first potential level of the first target client to obtain a second potential level, wherein the value of the second potential level is related to the conversation content of the first target client.

Description

Outbound method, device, equipment and medium

Technical Field

The present disclosure relates to the field of communications, and in particular, to an outbound method, apparatus, device, and medium.

Background

With the rise of network telephones, more and more outbound calls are taken as important means for handling marketing and popularization business by enterprises such as banks, insurance companies, internet companies and the like.

In the existing outbound mode, after an outbound task is usually created for an administrator and outbound data is imported, a calling system starts random outbound, and for the outbound task aiming at handling services, the success rate of service handling is low, namely the outbound efficiency is low.

Disclosure of Invention

In view of the foregoing, the present disclosure provides an outbound method, apparatus, device, and medium that improve outbound efficiency.

According to a first aspect of the present disclosure, there is provided an outbound method comprising: acquiring a customer information list, wherein the customer information list comprises information of a plurality of customers, the customers comprise customers with marked grades, and the information of the customers with the marked grades comprises numerical values and telephone numbers of a first potential grade; selecting a marked level client with the value of the first potential level larger than the preset value as a first target client, searching the telephone number of the first target client and dialing; acquiring initial state information of a dialed call, wherein the initial state information is successful dialing or failed dialing, and when the dialing is successful, acquiring conversation contents of a client and final result information of the dialed call, wherein the final result information is an ideal result or a non-ideal result; and when the initial state information of the call is successful and the final result information is a non-ideal result, updating the first potential level of the first target customer to obtain a second potential level, wherein the numerical value of the second potential level is associated with the call content of the first target customer.

According to an embodiment of the present disclosure, the client further includes an unmarked rating client, and the outbound method further includes: selecting one unmarked grade customer as a second target customer, searching the telephone number of the second target customer and dialing the telephone; and marking a first potential grade for the second target customer when the initial state information is successful in dialing and the final result information is a non-ideal result, wherein the value of the first potential grade is associated with the call content of the second target customer.

According to an embodiment of the present disclosure, the client information list includes a first item client information list and a second item client information list, the first item client information list is related to a first item, the second item client information list is related to a second item, the first item is different from the second item, the obtaining the client information list is to obtain the first item client information list, and the outbound method further includes: and when the initial state information is successful in dialing and the final result information is an ideal result, the information of the client is associated to a second item client information list.

According to an embodiment of the present disclosure, associating the information of the customer to the second item customer information list includes: acquiring first reference content in call content; and determining a second item according to the item adjusting function, wherein the independent variable of the item adjusting function is related to the first reference content, and the dependent variable of the item adjusting function is related to the type of the second item.

According to the embodiment of the disclosure, the outbound method further comprises: deleting the first potential level of the first target customer when the initial status information is a successful dialing and the final result information is an ideal result.

According to the embodiment of the disclosure, the outbound method further comprises: and selecting a client with the numerical value of the first potential grade smaller than the preset numerical value and the time from the last outgoing call longer than the preset time length as a first target client, searching the telephone number of the first target client and dialing.

According to an embodiment of the present disclosure, the outbound method further includes: obtaining second reference content in the call content, wherein the second reference content comprises a characteristic value and/or call duration; determining a value of a first potential ranking according to a ranking function, wherein an argument of the ranking function is related to a second reference content such that the value of the first potential ranking is associated with call content of a second target customer; a value of a second potential ranking is determined based on the ranking function, wherein an argument of the ranking function is related to a second reference content such that the value of the second potential ranking is associated with the call content of the first target customer.

According to the embodiment of the disclosure, the feature values include contents indicating positive intentions of the customer, the number of the feature values and the call duration are positively correlated with the numerical value of the second potential level, respectively, and the number of the feature values and the call duration are positively correlated with the numerical value of the first potential level, respectively.

According to an embodiment of the present disclosure, the feature values include contents indicating negative intention of the customer, the number of the feature values and the call duration are negatively correlated with the numerical values of the second potential rank, respectively, and the number of the feature values and the call duration are negatively correlated with the numerical values of the first potential rank, respectively.

According to the embodiment of the disclosure, the second reference content comprises the characteristic value and the call duration, and the characteristic value and the call duration have adjusting coefficients in the level function.

A second aspect of the present disclosure provides an outbound device, comprising:

the client information list acquisition module is used for acquiring a client information list, the client information list comprises information of a plurality of clients, the clients comprise marked level clients, and the information of the marked level clients comprises numerical values and telephone numbers of a first potential level;

the first target customer selection module is used for selecting a marked customer with a first potential grade larger than a preset grade as a first target customer, searching the telephone number of the first target customer and making a call;

the system comprises a dialing initial state information acquisition module, a dialing terminal and a dialing terminal, wherein the dialing initial state information acquisition module is used for acquiring the initial state of a dialed call, and the initial state information is the success or failure of the dialing;

the system comprises a call content and final result information acquisition module, a call content and final result information acquisition module and a call processing module, wherein the call content and final result information acquisition module is used for acquiring call content of a client and final result information of a call when the call is successfully made, and the final result information is an ideal result or a non-ideal result;

and the first potential grade updating module is used for updating the first potential grade, updating the first potential grade of the first target customer to obtain a second potential grade when the initial state information of the call is the successful call and the final result information is a non-ideal result, wherein the numerical value of the second potential grade is associated with the call content of the first target customer.

A third aspect of the present disclosure provides an electronic device, comprising: one or more processors; memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the outbound method described above.

A fourth aspect of the present disclosure also provides a computer-readable storage medium having stored thereon executable instructions that, when executed by a processor, cause the processor to perform the outbound method described above.

The outbound method, the outbound device, the outbound equipment and the outbound medium can improve the outbound efficiency.

Drawings

The foregoing and other objects, features and advantages of the disclosure will be apparent from the following description of embodiments of the disclosure, which proceeds with reference to the accompanying drawings, in which:

FIG. 1 schematically illustrates an application scenario diagram of an outbound method, apparatus, device and medium according to an embodiment of the present disclosure;

FIG. 2 schematically illustrates a flow chart of an outbound method according to an embodiment of the present disclosure;

FIG. 3 schematically illustrates a flow chart of another outbound method according to an embodiment of the present disclosure;

FIG. 4 schematically illustrates a flow chart of yet another outbound method in accordance with an embodiment of the present disclosure;

fig. 5 schematically shows a flowchart of associating information of a client to a second item client information list in operation S401;

FIG. 6 schematically illustrates a flow chart of yet another outbound method according to an embodiment of the present disclosure;

FIG. 7 schematically illustrates a block diagram of an outbound device in accordance with an embodiment of the present disclosure; and

fig. 8 schematically shows a block diagram of an electronic device adapted to implement the outbound method according to an embodiment of the present disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs, unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B, and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B, and C" would include but not be limited to systems that have A alone, B alone, C alone, A and B together, A and C together, B and C together, and/or A, B, and C together, etc.).

The existing outbound method generally adopts an inline universal outbound algorithm, automatically dials out a telephone by reading a contact list of a client, distributes the connected telephone to a seat, and the seat can communicate with the client by picking up the telephone.

In the existing outbound mode, after an outbound task is created for an administrator and outbound data is imported, a calling system starts random outbound, for example, when the outbound task is applied to a bank and is used for handling services, the potential intention of a called person (client) for handling services within a certain period is not considered, the random outbound may fail to contact and maintain the potential client in time, and the chance of successful service handling is missed; meanwhile, if the client does not intend in a short period, centralized calling in the short period may be counterproductive, which not only reduces the success rate of service handling (i.e. reduces the outbound efficiency), but also causes conflict of the client and influences the enterprise image.

The outbound method, the device, the equipment and the medium of the embodiment of the disclosure belong to the communication field, and also belong to the technical field of big data, cloud computing and artificial intelligence.

It should be noted that, in the technical solution of the present disclosure, the acquisition, storage, application, etc. of the personal information of the related client all conform to the regulations of the related laws and regulations, and necessary security measures are taken without violating the good customs of the public order.

The embodiment of the disclosure provides an outbound method, which comprises the following steps:

acquiring a customer information list, wherein the customer information list comprises information of a plurality of customers, the customers comprise marked-grade customers, and the information of the marked-grade customers comprises numerical values and telephone numbers of a first potential grade;

selecting a marked level client with the value of the first potential level larger than the preset value as a first target client, searching the telephone number of the first target client and dialing;

acquiring initial state information of the dialed call, wherein the initial state information is dialing success or dialing failure,

when the dialing is successful, obtaining the conversation content of the client and the final result information of the dialing, wherein the final result information is an ideal result or a non-ideal result;

when the initial state information of the call is successful and the final result information is a non-ideal result, updating the first potential level of the first target customer to obtain a second potential level,

wherein the value of the second potential level is associated with the call content of the first target customer.

The outbound method of the embodiment of the disclosure has at least one of the following advantages:

1) The client with stronger business handling intention can be selected to make the outbound call, and the success rate and the outbound call efficiency of the business handling are improved.

2) The potential grade of the client can be updated, the latest and more accurate business handling intention of the client is obtained, the numerical value of the second potential grade provides reference for next outbound, and the business handling success rate and the outbound efficiency can be improved.

Fig. 1 schematically shows an application scenario diagram of an outbound method according to an embodiment of the present disclosure.

As shown in fig. 1, an application scenario 100 according to this embodiment may include

terminal devices

101, 102, 103, a network 104, and a server 105. The network 104 serves as a medium for providing communication links between the

terminal devices

101, 102, 103 and the server 105. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.

A user may use

terminal devices

101, 102, 103 to interact with a server 105 over a network 104 to receive or send messages or the like. The

terminal devices

101, 102, 103 may have installed thereon various communication client applications, such as shopping-like applications, web browser applications, search-like applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).

The

terminal devices

101, 102, 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.

The server 105 may be a server providing various services, such as a background management server (for example only) providing support for websites browsed by users using the

terminal devices

101, 102, 103. The background management server may analyze and perform other processing on the received data such as the user request, and feed back a processing result (e.g., a webpage, information, or data obtained or generated according to the user request) to the terminal device.

It should be noted that the outbound method provided by the embodiment of the present disclosure may be generally executed by the server 105. Accordingly, the outbound device provided by embodiments of the present disclosure may be generally located in the server 105. The outbound method provided by the embodiments of the present disclosure may also be performed by a server or a server cluster different from the server 105 and capable of communicating with the

terminal devices

101, 102, 103 and/or the server 105. Accordingly, the outbound device provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster different from the server 105 and capable of communicating with the

terminal devices

101, 102, 103 and/or the server 105.

It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

The outbound method of the disclosed embodiment will be described in detail below with fig. 2 to 6 based on the scenario described in fig. 1.

Fig. 2 schematically shows a flow chart of an outbound method according to an embodiment of the present disclosure.

According to a first aspect of the present disclosure, there is provided an outbound method 200, including operations S201 to S205:

in operation S201, a customer information list is acquired;

in operation S202, selecting a marked level customer having a first potential level value greater than a preset value as a first target customer, searching a phone number of the first target customer and making a call;

in operation S203, acquiring initial state information of a dialed call;

in operation S204, when the call is successfully made, call content of the client and final result information of the call are obtained;

in operation S205, when the initial status information of the call is a successful call and the final result information is a non-ideal result, the first potential level of the first target customer is updated to obtain a second potential level.

It should be noted that:

1) The outbound method of the embodiment of the disclosure can be used for enterprises such as banks, insurance companies, internet companies and the like as an important means for handling marketing popularization services.

2) The "client information list" is an information table of clients related to the service for the specific service described above. The "customer information list" may include various types of customers, such as customers who have transacted business, customers who have not transacted business, and customers who have not transacted business may be further classified into a client who has a marked rating and a client who has not a marked rating.

3) The outbound method of the disclosed embodiment is directed to the un-transacted client, and the "latent rank" referred to herein refers to information that is used to mark the un-transacted client to indicate the intention of the client to transact the business. For a certain outbound call, a client who does not handle the service in the client information list may have been previously called and marked with a grade, namely a grade-marked client, wherein the marked grade is a first potential grade; it is also possible that customers that do not handle the service in the customer information list have not been called out before, and have no marked levels, i.e. unmarked level customers (explained below).

In the technical solution of the embodiment of the present disclosure, in operation S201, the customer information list may include information of a plurality of customers, where the customers include customers with marked levels, and the information of the customers with marked levels includes a numerical value and a telephone number of the first potential level.

It should be further noted that, in the embodiment of the present disclosure, the magnitudes of the numerical values of the first potential level and the second potential level are positively correlated with the intention of the client to handle the service, and in operation S202, the marked level client whose numerical value of the first potential level is greater than the preset numerical value is selected as the first target client, that is, the client with a greater intention to handle the service is selected as the first target client. The magnitude of the numerical values of the first potential level and the second potential level can also be inversely related to the intention of the client to handle the business, and at the moment, the marked level user with the numerical value of the first potential level smaller than the preset numerical value is selected as the first target client, namely, the client with the greater intention to handle the business is selected as the first target client.

In operation S203, the initial status information is a dialing success or a dialing failure.

In operation S204, the final result information is an ideal result or a non-ideal result, and for the application scenario of bank transaction, the ideal result is that the transaction is successful, and the non-ideal result is that the transaction is failed.

In operation S205, the numerical value of the second potential ranking is associated with the call content of the first target customer. It should be understood that after the call content of the first target client is obtained, whether the intention of the first target client to handle the service is strong or not can be judged by analyzing the call content, and the value of the second potential level is obtained by assigning a value to the second potential level of the first target client, wherein the value of the second potential level indicates the intention of the first target client to handle the service after the call.

The outbound method 200 of the embodiment of the present disclosure first obtains a client information list, and then may specifically select a client with a stronger service transaction intention (i.e., a first target client) to make a call through a preset value, and when the call is successfully made and the service transaction is failed (i.e., a non-ideal result), update the level of the client through the call content of the client (i.e., update the first potential level of the first target client to obtain a second potential level).

The outbound method 200 of the disclosed embodiment has at least one of the following advantages:

1) Through operation S202, a client with a strong business handling intention can be selected to make an outbound call, thereby improving the success rate of business handling and the outbound call efficiency.

2) Through operation S205, the potential level of the client can be updated to obtain the latest and more accurate service handling intention of the client, and the value of the second potential level provides a reference for the next outbound call, so that the service handling success rate and the outbound call efficiency can be improved.

According to another embodiment of the present disclosure, the client may further include an unmarked level client, and as shown in fig. 3, the outbound method 300 may further include operations S301 to S302:

in operation S301, selecting one unmarked level customer as a second target customer, searching for a phone number of the second target customer and making a call;

in operation S302, a first potential rating is marked for a second target customer when the initial status information is a successful dialing and the final result information is a non-ideal result.

In the technical solution of the present disclosure, in operation S302, the value of the first potential level is associated with the call content of the second target client. It should be understood that after the call content of the second target client is obtained, whether the intention of the second target client to transact the business is strong or not can be judged by analyzing the call content, and the first potential level of the second target client is assigned, and the value of the first potential level represents the intention of the second target client to transact the business.

According to the technical scheme of the embodiment of the disclosure, the client without the marked level can be marked with the first potential level through operation S301 and operation S302, the intention of handling the service of the second target client is marked, and the numerical value of the first potential level can be used as a reference value for judging whether to carry out outbound call or not when the next outbound call is made, so that the outbound call efficiency and the service handling success rate are improved.

According to the outbound method of the further embodiment of the present disclosure, the client information list may include a first item client information list and a second item client information list, the first item client information list is related to a first item, the second item client information list is related to a second item, the first item is different from the second item, and the obtaining the client information list is to obtain the first item client information list, as shown in fig. 4, the outbound method 400 of the embodiment of the present disclosure may further include operation S401:

in operation S401, when the initial state information is the dialing success and the final result information is the ideal result, the information of the customer is associated to the second item customer information list.

For the application scenario of bank transaction, the term "item" here is understood to mean a service, for a certain outbound call, whose task is to handle a certain service, and the list of client information obtained is also corresponding to the certain service. For example, for service a, the corresponding client information list is a, and for service B, the corresponding client information list is B. And initiating an outbound call to a certain client m in the client information list a, wherein the initial state information is successful in dialing and the final result information is an ideal result (namely, the service transaction is successful), and then the information of the client m can be related to the client information list B of another service B.

In the technical solution of the embodiment of the present disclosure, a client transacting a certain service can be associated with other services through operation S401, so as to expand more clients for each service.

Referring to fig. 4 and 5, according to the outbound method 400 of the embodiment of the present disclosure, the associating the information of the client to the second item client information list in operation S401 may include operations S41 to S42:

in operation S41, first reference content in call content is acquired;

in operation S42, a second item is determined according to the item adjustment function.

In the technical solution of the embodiment of the present disclosure, in operation S41, the first reference content refers to content related to determining a category of the second item, for example, the first reference content may be a certain item mentioned in the call content by the client and content related to an emotion expressed for the item; for example, if a client of a first item K mentions a second item M in the call content and expresses a positive attitude to the second item M, the client's information may be associated with the second item M when the outbound call results in the client successfully transacting the first item K. In operation S42, the independent variable of the item adjustment function is related to the first reference content, and the dependent variable of the item adjustment function is related to the category of the second item. The term "item adjustment function" as used herein may be understood as a function characterizing the correspondence between the first reference content and the category of the second item. The specific expression of the item adjustment function is not limited herein.

It should be understood that the first reference content in the call content expresses the intention of the client, and the technical solution of the embodiment of the present disclosure may accurately match the intention of the client with the type of the second item through operation S41 and operation S42, so that the service handling intention of the user of the second item is higher, and the outbound efficiency and the service handling success rate are improved.

As shown in fig. 4, the outbound method 400 according to the embodiment of the present disclosure may further include operation S402:

in operation S402, the first potential level of the first target customer is deleted when the initial status information is a successful dialing and the final result information is an ideal result.

It should be understood that "potential" refers to the intent of a customer to transact business, essentially saying that the customer has not transacted business. The first potential level of the first target client is a level used for indicating the business transaction intention of the first target client when the first target client does not successfully transact the corresponding business (for example, the business C) before initiating an outbound call to the first target client, and after initiating the outbound call, if the first target client successfully transacts the business C, the potential level of the first target client can be deleted. And the negative emotion brought to the client by repeated call-out is avoided.

According to the technical scheme of the embodiment of the invention, the information of the first target client which successfully transacts the business can be deleted in a targeted manner, so that negative emotion brought to the client due to repeated outbound is avoided, and the outbound efficiency is improved.

As shown in fig. 4, the outbound method 400 according to the embodiment of the present disclosure may further include operation S403:

in operation S403, a client having a first potential level value smaller than a preset value and a time greater than a preset duration from the last outbound call is selected as a first target client, and a phone number of the first target client is searched and a call is made.

In practical application, the handling intention of a client to a certain service generally does not change in a short period, but may change in a long period (the short period and the long period are relatively speaking, different services, and the short period and the long period have different time definitions).

As shown in fig. 6, the outbound method 500 according to the embodiment of the present disclosure may further include operations S501 to S503:

in operation S501, obtaining second reference content in call content;

in operation S502, determining a value of a first potential rank according to a rank function;

in operation S503, a value of a second potential rank is determined according to the rank function.

In the technical solution of the embodiment of the present disclosure, in operation S501, the second reference content may include a feature value and/or a call duration; in operation S502, the argument of the ranking function is related to the second reference content such that the value of the first potential ranking is associated with the call content of the second target customer; in operation S503, the argument of the ranking function is related to the second reference content such that the value of the second potential ranking is associated with the call content of the first target customer.

As used herein, "second reference content" refers to content associated with determining a first potential ranking and a second potential ranking; by "rank function" is meant a function capable of characterizing the correspondence between the second reference content and the value of the first potential rank and of characterizing the correspondence between the second reference content and the value of the second potential rank. In practical applications, for a certain outbound call, when the target of the outbound call is the first target client, the above operations S501 and S503 are only required, and when the target of the outbound call is the second target client, the above operations S501 and S502 are only required.

In the technical scheme of the embodiment of the disclosure, through operation S501-operation S503, the accurate values of the first potential level and the second potential level can be obtained according to the call content of the client, so as to accurately judge the business handling intention of the client and improve the outbound efficiency.

According to the outbound method of the embodiment of the present disclosure, the feature values may include contents indicating the positive intention of the client, the number of the feature values and the call duration may be positively correlated with the value of the second potential level, respectively, and the number of the feature values and the call duration may be positively correlated with the value of the first potential level, respectively.

According to the outbound method of the embodiment of the present disclosure, the feature values may include contents indicating the customer's negative intention, the number of feature values and the call duration may be negatively related to the value of the second potential level, respectively, and the number of feature values and the call duration may be negatively related to the value of the first potential level, respectively.

According to the technical scheme of the embodiment of the disclosure, the business handling intention of the client can be accurately judged by distinguishing the types of the characteristic values, and the outbound efficiency is improved.

According to the outbound method of the embodiment of the present disclosure, the second reference content packet may include a characteristic value and a call duration, and the characteristic value and the call duration have adjustment coefficients in the level function.

In the technical scheme of the embodiment of the disclosure, the specific form of the grade function can be adjusted according to different application situations by setting the adjustment coefficients for the characteristic values and the call duration so as to more accurately judge the business handling intention of the client.

It should be noted that the outbound method according to the embodiment of the present disclosure may further include constructing a response speech model, where the response speech model is used for performing response communication with the client.

Illustratively, constructing the answer speech model may include:

selecting an initial learning model;

acquiring a plurality of training samples from call content to form a training sample set;

obtaining a plurality of test samples from call content to form a test sample set;

training an initial learning model by applying a training sample;

and testing the initial learning model by using the test sample, and stopping training when the output of the initial learning model reaches the preset precision to form a target learning model.

In the technical scheme of the embodiment of the disclosure, the response speech model is constructed, and the client can be directly communicated by using a computer, so that the human resources are saved, and the communication efficiency is higher.

Illustratively, the initial learning model may select an RNN model (recurrent neural network model).

Based on the outbound method, the disclosure also provides an outbound device. The apparatus will be described in detail below with reference to fig. 7.

Fig. 7 schematically shows a block diagram of an outbound device according to an embodiment of the present disclosure.

As shown in fig. 7, the outbound device 600 of this embodiment includes a customer information list obtaining module 610, a first target customer selecting module 620, a calling initial status information obtaining module 630, a call content and final result information obtaining module 640, and a first potential level updating module 650.

The customer information list obtaining module 610 is configured to obtain a customer information list, where the customer information list includes information of a plurality of customers, the customers include customers with marked levels, and the information of the customers with marked levels includes a numerical value and a telephone number of a first potential level. In an embodiment, the client information list obtaining module 610 may be configured to perform the operation S201 described above, and is not described herein again.

The first target customer selection module 620 is configured to select a marked customer with a first potential rating greater than a predetermined rating as a first target customer, find a telephone number of the first target customer, and make a call. In an embodiment, the first target client selecting module 620 may be configured to perform the operation S202 described above, and will not be described herein again.

The initial state information of the dialed call acquisition module 630 is used to acquire the initial state of the dialed call, and the initial state information is the success or failure of the dialing. In an embodiment, the initial state information acquiring module 630 of the dialed call may be configured to perform the operation S203 described above, and is not described herein again.

The call content and final result information obtaining module 640 is configured to obtain call content of a client and final result information of a call when the call is successfully made, where the final result information is an ideal result or a non-ideal result. In an embodiment, the call content and final result information obtaining module 640 may be configured to perform the operation S204 described above, which is not described herein again.

The first potential level updating module 650 is configured to update the first potential level, and update the first potential level of the first target customer to obtain a second potential level when the initial status information of the call is a successful call and the final result information is a non-ideal result, where a value of the second potential level is associated with call content of the first target customer. In an embodiment, the first potential level updating module 650 may be configured to perform the operation S205 described above, and is not described herein again.

According to the embodiment of the present disclosure, any of the client information list obtaining module 610, the first target client selecting module 620, the initial state information obtaining module 630 for making a call, the call content and final result information obtaining module 640, and the first potential rank updating module 650 may be combined into one module to be implemented, or any one of them may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the client information list obtaining module 610, the first target client selecting module 620, the initial state information obtaining module 630 for making a call, the call content and final result information obtaining module 640, and the first potential class updating module 650 may be at least partially implemented as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented by hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or implemented by any one of three implementations of software, hardware, and firmware, or by a suitable combination of any of them. Alternatively, at least one of the customer information list acquisition module 610, the first target customer selection module 620, the initial state information for making a call acquisition module 630, the call content and final result information acquisition module 640, and the first potential level update module 650 may be at least partially implemented as a computer program module that, when executed, may perform corresponding functions.

As shown in fig. 8, an electronic device 700 according to an embodiment of the present disclosure includes a processor 701, which can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 702 or a program loaded from a storage section 708 into a Random Access Memory (RAM) 703. The processor 701 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 701 may also include on-board memory for caching purposes. The processor 701 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flows according to embodiments of the present disclosure.

In the RAM 703, various programs and data necessary for the operation of the electronic apparatus 700 are stored. The processor 701, the ROM 702, and the RAM 703 are connected to each other by a bus 704. The processor 701 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 702 and/or the RAM 703. Note that the programs may also be stored in one or more memories other than the ROM 702 and the RAM 703. The processor 701 may also perform various operations of method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.

Electronic device 700 may also include input/output (I/O) interface 705, which input/output (I/O) interface 705 is also connected to bus 704, according to an embodiment of the present disclosure. The electronic device 700 may also include one or more of the following components connected to the I/O interface 705: an input portion 706 including a keyboard, a mouse, and the like; an output section 707 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 708 including a hard disk and the like; and a communication section 709 including a network interface card such as a LAN card, a modem, or the like. The communication section 709 performs communication processing via a network such as the internet. A drive 710 is also connected to the I/O interface 705 as needed. A removable medium 711 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 710 as necessary, so that the computer program read out therefrom is mounted in the storage section 708 as necessary.

The present disclosure also provides a computer-readable storage medium, which may be embodied in the device/apparatus/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to an embodiment of the present disclosure, a computer-readable storage medium may include the above-described ROM 702 and/or RAM 703 and/or one or more memories other than the ROM 702 and RAM 703.

Embodiments of the present disclosure also include a computer program product comprising a computer program containing program code for performing the method illustrated in the flow chart. When the computer program product is run in a computer system, the program code is used for causing the computer system to realize the outbound method provided by the embodiment of the disclosure.

The computer program performs the above-described functions defined in the system/apparatus of the embodiments of the present disclosure when executed by the processor 701. The systems, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In one embodiment, the computer program may be hosted on a tangible storage medium such as an optical storage device, a magnetic storage device, and the like. In another embodiment, the computer program may also be transmitted in the form of a signal over a network medium, distributed, and downloaded and installed via the communication section 709, and/or installed from the removable medium 711. The computer program containing program code may be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 709, and/or installed from the removable medium 711. The computer program, when executed by the processor 701, performs the above-described functions defined in the system of the embodiment of the present disclosure. The above described systems, devices, apparatuses, modules, units, etc. may be implemented by computer program modules according to embodiments of the present disclosure.

In accordance with embodiments of the present disclosure, program code for executing computer programs provided by embodiments of the present disclosure may be written in any combination of one or more programming languages, and in particular, these computer programs may be implemented using high level procedural and/or object oriented programming languages, and/or assembly/machine languages. The programming language includes, but is not limited to, programming languages such as Java, C + +, python, the "C" language, or the like. The program code may execute entirely on the user computing device, partly on the user device, partly on a remote computing device, or entirely on the remote computing device or server. In situations involving remote computing devices, the remote computing devices may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to external computing devices (e.g., through the internet using an internet service provider).

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 disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block 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 will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

The embodiments of the present disclosure are described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used advantageously in combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims

1. A method of calling out, comprising:

acquiring a customer information list, wherein the customer information list comprises information of a plurality of customers, the customers comprise marked level customers, and the information of the marked level customers comprises numerical values and telephone numbers of a first potential level;

acquiring initial state information of a dialed call, wherein the initial state information is dialing success or dialing failure,

when the dialing is successful, obtaining the conversation content of a client and the final result information of the dialed call, wherein the final result information is an ideal result or a non-ideal result;

wherein the value of the second potential level is associated with the call content of the first target client,

the customer information list includes a first item customer information list associated with a first item and a second item customer information list associated with a second item, the first item being different from the second item, the obtaining customer information list is to obtain the first item customer information list,

the outbound method further comprises:

associating the customer's information to the second item customer information list when the initial status information is a successful dialing and the final result information is an ideal result,

said associating customer information to said second item customer information list comprises:

acquiring first reference content in the call content;

determining the second item according to an item adjustment function, wherein an independent variable of the item adjustment function is related to the first reference content and a dependent variable of the item adjustment function is related to a category of the second item.

2. The outbound method according to claim 1 wherein said customers further comprise unmarked tier customers, said outbound method further comprising:

selecting one unmarked level customer as a second target customer, searching the telephone number of the second target customer and dialing;

when the initial state information is a successful dialing and the final result information is a non-ideal result, marking a first potential level for the second target customer,

wherein the value of the first potential level is associated with the call content of the second target customer.

3. The outbound method of claim 1, further comprising:

deleting the first potential ranking of the first target customer when the initial status information is a successful dialing and the final result information is an ideal result.

4. The outbound method of claim 1, further comprising:

and selecting a client with the numerical value of the first potential grade smaller than the preset numerical value and the time from the last outbound to the last time longer than the preset time as a first target client, searching the telephone number of the first target client and dialing.

5. The outbound method of claim 2, further comprising:

obtaining second reference content in the call content, wherein the second reference content comprises a characteristic value and/or a call duration;

determining a value of the first potential ranking according to a ranking function, wherein an argument of the ranking function is related to the second reference content such that the value of the first potential ranking is associated with call content of the second target customer;

determining a value of the second potential ranking based on a ranking function, wherein an argument of the ranking function is related to the second reference content such that the value of the second potential ranking is associated with the call content of the first target customer.

6. The outbound method of claim 5, wherein said characteristic value comprises a content indicating a positive intention of the client, said number of characteristic values and said duration of said call are positively correlated with said value of said second potential level, respectively, and said number of characteristic values and said duration of said call are positively correlated with said value of said first potential level, respectively.

7. The outbound method of claim 5 wherein said characteristic values include content indicating a customer's negative intent, said number of characteristic values and said duration of said call are each negatively correlated with a value of said second potential level, and said number of characteristic values and said duration of said call are each negatively correlated with a value of said first potential level.

8. The outbound method of claim 5, wherein said second reference content comprises a feature value and a duration of a call, and said feature value and said duration of a call have an adjustment factor in said ranking function.

9. An outbound device comprising:

the client information list acquisition module is used for acquiring a client information list, wherein the client information list comprises information of a plurality of clients, the clients comprise marked level clients, and the information of the marked level clients comprises numerical values and telephone numbers of a first potential level;

a first potential grade updating module, configured to update the first potential grade, and update the first potential grade of the first target customer to obtain a second potential grade when the initial status information of the call is a successful call and the final result information is a non-ideal result, where a numerical value of the second potential grade is associated with call content of the first target customer,

the outbound device further comprises:

a customer information association module for associating the customer's information to the second item customer information list when the initial state information is a successful dialing and the final result information is an ideal result,

the customer information association module comprises:

the first reference content acquisition sub-module is used for acquiring first reference content in the call content;

a second item determining submodule, configured to determine the second item according to an item adjustment function, where an independent variable of the item adjustment function is related to the first reference content, and a dependent variable of the item adjustment function is related to a category of the second item.

10. An electronic device, comprising:

one or more processors;

a storage device to store one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of claims 1-8.

11. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method according to any one of claims 1 to 8.