CN113824828A

CN113824828A - Dialing method and device, electronic equipment and computer readable storage medium

Info

Publication number: CN113824828A
Application number: CN202111274679.XA
Authority: CN
Inventors: 齐秀
Original assignee: Ping An Puhui Enterprise Management Co Ltd
Current assignee: Hebei Keran Information Technology Co ltd
Priority date: 2021-10-29
Filing date: 2021-10-29
Publication date: 2021-12-21
Anticipated expiration: 2041-10-29
Also published as: CN113824828B

Abstract

The embodiment of the application discloses a dialing method, a dialing device, electronic equipment and a computer readable storage medium, wherein the dialing method comprises the following steps: acquiring user information of a user, wherein the user information comprises a name, a telephone number, a service type, an area and remarks of the user, and the user comprises one or more users; determining a call strategy of each user in the users based on the service types, regions and remarks of the users, wherein the call strategy comprises a call type and a call dialing time interval, and the call type represents voice content adopted in a call process; and calling each user according to the call strategy and the telephone number of each user. According to the embodiment of the application, the user experience can be improved.

Description

Dialing method and device, electronic equipment and computer readable storage medium

Technical Field

The embodiment of the application relates to the field of artificial intelligence, in particular to a dialing method, a dialing device, electronic equipment and a computer readable storage medium.

Background

Among the businesses operated by banks or financial companies are client-oriented loan businesses, for example, banks may borrow from individual users by means of credit cards or the like. Where the customer may be an individual or a company. After the bank borrows the loan from the customer, the customer needs to make a payment on the appointed date. However, for some users, there may be various reasons why a user fails to make a payment on an agreed date, which may add difficulty to the banking business.

In order to make the user pay as timely as possible, the bank can remind the relevant user through Artificial Intelligence (AI) customer service. However, due to different actual situations of users, if the same dialing scheme is used for all users during the dialing process, the situations of different users cannot be considered specifically, resulting in poor user experience.

Disclosure of Invention

The embodiment of the application discloses a dialing method, a dialing device, electronic equipment and a computer-readable storage medium, which are used for improving user experience.

A first aspect discloses a method of dialing a phone call, the method comprising:

acquiring user information of a user, wherein the user information comprises a name, a telephone number, a service type, an area and remarks of the user, and the user comprises one or more users;

determining a call strategy of each user in the users based on the service types, regions and remarks of the users, wherein the call strategy comprises a call type and a call dialing time period, and the call type represents voice content adopted in a call process;

and calling each user based on the call strategy and the telephone number of each user.

In the embodiment of the application, different conversation time periods and conversation types can be determined based on regions, business types and remarks of different users, and conversation strategies can be further considered and customized according to specific conditions of different users, so that a communication mode is more suitable for individual users, and the conversation time of the users can be more suitable for specific answering habits of the users, thereby improving the user experience.

As a possible implementation, the method further comprises: acquiring feedback data, wherein the feedback data comprises one or more of an answering rate, a completion rate and a user intention, the answering rate is the rate of a connected user in the user, the completion rate is the rate of a user completing a call in a dialing user, and the user intention comprises a repayment intention and/or a service handling intention of the user; and adjusting the call strategy of each user in the users based on the feedback data.

In the embodiment of the application, after the call of the dialing system, the call strategy can be further adjusted based on the feedback data, so that the call strategy of the corresponding user can be optimized based on the effect of the feedback data, the individual habit of the user can be adapted to better, the user experience can be improved, the business progress of a bank or a financial company can be further promoted, and the business progress efficiency can be improved.

As a possible implementation, the determining the call policy of each of the users based on the service types, regions and remarks of the users includes: determining the speech type of each user in the users based on the corresponding relation between the service type and the speech type and the service type of each user in the users; determining a dialing period for each of the users based on the region and/or the notes of the users.

In the embodiment of the application, the dialing system can determine the type of the dialect and the dialing time to be used one by one through specific user information. In this way it can be ensured that the session type is adapted to the specific service of the user. In addition, as the living habits and the work and rest time of each user are different, the dialing time can be determined according to the specific information of the user, so that the user experience can be optimized.

As a possible implementation, the determining the dialing period of each of the users based on the region and/or the remarks of the users comprises: determining a dialing period for each of the users based on a reference period and the notes of the users; or, determining a dialing time period of each user in the users based on the reference time period of the region corresponding to each user in the users; or, determining the dialing time period of each user in the users based on the reference time period of the region corresponding to each user in the users and the remarks of the users.

In the embodiment of the application, as the living habits and the work and rest time of each user are different, the dialing time can be determined according to the specific information of the users, and the conversation time can be suitable for the habits of most users, so that the user experience can be optimized.

As a possible implementation manner, in the case that the feedback data includes a user intention, the acquiring the feedback data includes: acquiring call recording data; and carrying out voice analysis on the call recording data to obtain the user intention.

In the embodiment of the application, the acquired call recording data can be analyzed, and the specific will of a specific user can be analyzed, so that the effect of the call dialing result can be counted, and the improvement of the call dialing method is facilitated.

As a possible implementation manner, the feedback data further includes one or more of an unfinished rate, a first-round hang-up rate, and a reminding link hang-up rate, where the unfinished rate is a ratio of users who do not answer and have a call hung up to the users, the first-round hang-up rate is a ratio of users who have a first-round voice link hung up to the users, and the reminding link hang-up rate is a ratio of users who have a reminding voice link hung up to the users.

In the embodiment of the application, the feedback data can also comprise information such as an incomplete rate, a first-turn hang-up rate, a reminding link hang-up rate and the like, so that the call dialing system can provide a basis for the improvement of a call strategy based on abundant data results, and the user experience can be further improved.

As a possible implementation, the adjusting the call policy of the corresponding user based on the feedback data includes: adjusting a dialing time period of a user based on the answering rate and the completion rate; adjusting a user's conversational style based on the user intent and the user locale.

In the embodiment of the application, in the process of improving the dialing time period and the conversation type based on the feedback data, statistics can be carried out based on the existing data, and the part with the better result is determined as the improvement direction, so that the applicability of the conversation strategy can be improved.

A second aspect discloses a dialer device, the device comprising:

the system comprises a first acquisition unit, a second acquisition unit and a third acquisition unit, wherein the first acquisition unit is used for acquiring user information of a user, the user information comprises a name, a telephone number, a service type, a region and remarks of the user, and the user comprises one or more users;

a determining unit, configured to determine a call policy of each of the users based on a service type, a region, and a remark of the user, where the call policy includes a call type and a call dialing time period, and the call type represents a voice content used in a call process;

and the dialing unit is used for dialing a telephone to each user based on the call strategy and the telephone number of each user.

As a possible implementation, the apparatus further comprises:

the second obtaining unit is used for obtaining feedback data, wherein the feedback data comprises one or more of answering rate, completion rate and user intention, the answering rate is the rate of a connected user in the user, the completion rate is the rate of a user completing a call in a dialing user, and the user intention comprises a repayment intention and/or a service handling intention of the user;

and the adjusting unit is used for adjusting the call strategy of each user in the users based on the feedback data.

As a possible implementation manner, the determining unit is specifically configured to:

determining the speech type of each user in the users based on the corresponding relation between the service type and the speech type and the service type of each user in the users;

determining a dialing period for each of the users based on the region and/or the notes of the users.

As a possible implementation manner, the determining unit determines the dialing time period of each of the users based on the region and/or the remark of the user, and is specifically configured to:

determining a dialing period for each of the users based on a reference period and the notes of the users; or the like, or, alternatively,

determining a dialing time period of each user in the users based on a reference time period of a region corresponding to each user in the users; or the like, or, alternatively,

and determining the dialing time period of each user in the users based on the reference time period of the region corresponding to each user in the users and the remarks of the users.

As a possible implementation manner, in a case that the feedback data includes a user intention, the second obtaining unit is specifically configured to:

acquiring call recording data;

and carrying out voice analysis on the call recording data to obtain the user intention.

As a possible implementation manner, the adjusting unit is specifically configured to:

adjusting a dialing time period of a user based on the answering rate and the completion rate;

adjusting a user's conversational style based on the user intent and the user locale.

A third aspect discloses an electronic device, and the detecting device of the file classifying system may include: the device comprises a processor, a memory, an input interface and an output interface, wherein the input interface is used for receiving information from other devices except the device, the output interface is used for outputting information to other devices except the device, and when the processor executes a computer program stored in the memory, the processor is enabled to execute the dialing method disclosed by the first aspect or any embodiment of the first aspect.

A fourth aspect discloses a computer-readable storage medium, in which a computer program or computer instructions are stored, which, when executed, implement the dialogging method as disclosed in the first aspect or any of the embodiments of the first aspect.

A fifth aspect discloses a computer program product comprising computer program code which, when executed, causes the above-described method to be performed.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.

Fig. 1 is a schematic structural diagram of a network architecture disclosed in an embodiment of the present application;

fig. 2 is a schematic flow chart of a dialing method disclosed in an embodiment of the present application;

fig. 3 is a schematic structural diagram of a dialer system disclosed in an embodiment of the present application;

FIG. 4 is a schematic diagram of a user interface disclosed in an embodiment of the present application;

fig. 5 is a schematic structural diagram of a dialer device disclosed in an embodiment of the present application;

fig. 6 is a schematic structural diagram of an electronic device disclosed in an embodiment of the present application.

Detailed Description

In order to better understand the embodiments of the present application, an application scenario of the embodiments of the present application is described below.

The business of a bank or a finance company is generally oriented to different types of customers, the customers may transact different businesses, some customers may make loans through the bank, some customers may purchase financial products through the finance company, and the like. For example, banks offer short and long term borrowing services for individuals. For example, rights voucher pledges, personal housing loans, personal durable consumer goods loans, personal housing fitment loans, personal school loans, personal automobile consumption loans, personal medical loans, personal travel loans, personal line loans, and the like. Banks or financial companies tailor to specific customers to provide more advanced financial services that more reasonably and efficiently manage their assets, liabilities, and other financial transactions. Including reasonable arrangement of expenses, reasonable investment, insurance purchase, home-buying, and other private financial problems. In order to enable a bank or a financial company to well develop business with a client, different clients are often reminded of business through a manual customer service telephone, so that the business can be supervised and promoted. For example, when the payment deadline of a certain user is reached, the manual customer service can remind the user of the payment due as expected through a telephone; periodic settlement data of financial products is completed, and manual customer service can remind users of checking and the like through telephones.

However, in the above-mentioned manual customer service call method, the business between the bank and the financial company is different from the customer, the processing content of the telephone is different from the customer, and the specific situation of each customer is different from the customer, so that the customer directly passes through the call without considering the details of each user, and the physical examination of the specific customer is poor.

In the embodiment of the present application, a dialing method and system are provided, which may specifically consider the dialing policy of different users based on the service type, region and remark of the user (requirement of the user), determine the call type and the dialing time period of the specific user, and further dial a call to the user based on the call type and the dialing time period. Therefore, the communication strategy can be further considered and customized according to the specific conditions of different users, so that the communication mode is more suitable for the individual users, the communication time of the users can be more suitable for the specific answering habits of the users, and the user experience can be improved.

Fig. 1 is a schematic structural diagram of a network architecture according to an embodiment of the present application. As shown in fig. 1, the network architecture may include a server and a client. The client may specifically include one or more terminal devices. The client and the server can be directly or indirectly connected with a network in a wired or wireless communication mode, so that the client and the server can conveniently perform data interaction through the network connection.

Wherein, each terminal device in the client can include: the intelligent terminal comprises an intelligent terminal with a dialing processing function, such as a smart phone, a tablet computer, a notebook computer, a desktop computer, an intelligent home, wearable equipment and the like.

The server can be a server corresponding to the client, the server can be an independent physical server, a server cluster or a distributed system formed by a plurality of physical servers, and can also be a cloud server providing basic cloud computing services such as cloud service, a cloud database, cloud computing, cloud functions, cloud storage, network service, cloud communication, middleware service, domain name service, security service, CDN, big data and artificial intelligence platforms and the like.

The client can be integrated with a collection component for collecting user information, and the collection component can be user information counted by the service system.

It can be understood that the dialing method provided by the present application may be executed by a computer device, and the computer device may be the client, the server, or both the client and the server. In a possible case, under the condition that the dialing method provided by the application is executed by the client, the client can acquire user data based on the acquisition component and process user information through the network model to acquire the call strategies of different users. In another possible case, under the condition that the dialing method provided by the application is executed by the server, the client can send the user information acquired based on the acquisition component to the server, so that the server processes the user information after receiving the user information provided by the client through the acquisition component, and obtains the call strategies of different users. And then the server side can send the call strategy to the client side, and the client side can carry out call according to the call strategy. It is to be understood that the above description is intended to be illustrative, and not restrictive.

Referring to fig. 2, fig. 2 is a schematic flow chart illustrating a dialing method according to an embodiment of the present application. Wherein:

the specific steps of the dialing method can be executed by the dialing system, and the dialing system can be installed on the server and/or the client. Fig. 3 is a schematic structural diagram of a dialer system disclosed in an embodiment of the present application. As shown in fig. 3, the dialing system may include a data collection module 301, a dialing policy module 302, an AI phone dialing module 303, and a data analysis module 304. The dialing strategy module 302 can be respectively connected with the data acquisition module 301, the data analysis module 304 and the AI telephone dialing module 303; the data analysis module 304 may also be connected to an AI phone dialing module 303. In addition, the dialing system may be connected to the service system 305 through the data collection module 301, and connected to the terminal device 306 through the data analysis module 304. At this time, the dialing system may perform, but is not limited to, the following steps:

s201, the dialing system acquires user information of a user.

First, the dialing system may obtain user information of the user through the data collecting module 301. That is, the user information may include at least one user's name, telephone number, service type, region and remark, and since each user needs to be dialed, each user's name must be followed by at least one telephone number.

After the business system 305 of the financial company or the bank acquires the business of the user, the user information may be determined based on the business progress of the user, and then the business system 305 may transmit the user information to the dial-up system. The dialing system may receive user information from the business system 305 via the data collection module 301.

In one possible implementation, the dialing system may receive the user information from the service system 305 once on a periodic basis. The business system 305 may organize the term of borrowing and the progress of repayment of the current user every day, settle the user who has not yet paid for the term close to, has paid part of money close to, has not yet paid for the term overdue, has paid part of money overdue, transacts business, and the like, and determine the user information.

Business system 305 may illustratively send user information to the dialer system once a day or once every two days, and the dialer system may obtain user information once a day or once every two days.

In another possible embodiment, the dialer system may receive user information from the service system 305 once per a certain number of users. The service system 305 may settle the term of borrowing and the progress of repayment of the current user in real time, perform real-time statistics on users who have the conditions that the current user has not paid for the term of borrowing, has paid part of money for the term of borrowing, has not paid for the term of loan, has expired, or has paid part of money, and the like, and when the number of the users is equal to the preset number threshold, may send the user information of the statistics to the call dialing system. Thus, the numbers to be dialed can be processed in real time, the number accumulation is prevented, and the processing efficiency of the dialing system is improved.

Illustratively, the subscriber information is sent to the dialer system when the subscriber information that the business system 305 can establish satisfies a certain number of thresholds. For example, when the service system 305 sends the user information to the call-dialing system every time 100 users need to make a call, the user information includes the need of the call-dialing system to make a call to the 100 users.

TABLE 1

Serial number	Name (I)	Telephone number	Region of land	Type of service	Remarks for note
						1	What is big	123451	Region 1	Repayment reminder
2	Sun 2	123452	Region 2	Repayment reminder	Telephone answering is not required during working day
						3	Zhang San	123453	Region 2	Business handling reminder
4	Li Si	123454	Region 3	Business progress alerts
						5	Wang Wu	123455	Region 4	Overdue reminder for repayment	No call answering during noon and noon break
6	Song Liu	123456	Region 5	Overdue reminder for repayment
						7	Liuqi (Liuqi)	123457	Region 4	Service completion notification
……	……	……	……	……	……

Table 1 shows user information exemplarily disclosed in an embodiment of the present application. As shown in table 1, the user information may include a serial number, a user's name, a telephone number, a region, a service type, and remarks. It should be noted that there is a corresponding relationship between the above information. For example, what size of the user corresponds to the serial number 1, the telephone number is 123451, and the type of the service to be handled by the user in the area 1 is to remind the user of payment, that is, a payment reminding. The service types in table 1 include a payment reminder, a service transaction reminder, a service progress reminder, a payment overdue reminder, a service completion notification, etc., which are only examples and are not limited. In table 1, some users correspond to memo information, for example, the memo information corresponding to user grandson two is "no call during workday", and the memo information corresponding to user wang five is "call during noon break".

S202, the dialing system determines the call strategy of each user in the users based on the service types, the regions and the remarks of the users.

After the dialing system obtains the user information of the user through the data acquisition module 301, the call policy may be determined based on the user information of each user. The call strategy comprises a call type and a call dialing time interval, wherein the call type represents voice content adopted in a call process, namely voice content played to a user when the user dials a call. Wherein, the voice content corresponding to the dialect type is pre-existed in the dialect system.

The dialing system can determine the calling type of the call based on the service type of the user, determine the dialing time interval based on the remark of the user and dial based on the telephone number.

The dialing system may determine the type of speech for each of the users based on the correspondence between the service type and the type of speech and the service type of each of the users via the dialing policy module 302. For each user in the user information, the corresponding relationship between the service type and the speech technology type is a preset mapping relationship, and the dialing system may store the corresponding relationship between the service type and the speech technology type. The dialing system may select a session type based on the service type of each user and the correspondence between the service type and the session type.

TABLE 2

Type of service	Type of speech technique
		Repayment reminder	Phonetics	1
Overdue reminder for repayment	Phonetics 2
		Business handling reminder	Business processing technology 1
Business progress alerts	Business processing technology 2
		Service completion notification	Business processing technology 3
……	……

Illustratively, table 2 is a preset mapping relationship table of a service type and a session type disclosed in the embodiment of the present application. Wherein the service types in table 1 are the same as the service types in table 2. As shown in table 2, when the service type of the user is a payment reminder, the dialing system may determine that the used call type is voice call 1; when the service type of the user is overdue repayment reminding, the dialing system can determine that the used dialect type is a voice dialect 2; when the service type of the user is service handling reminding, the dialing system can determine that the used call type is service handling call 1; when the service type of the user is service progress reminding, the dialing system can determine that the used call type is service processing call 2; when the user's traffic type is a traffic completion notification, the dialogs system may determine that the used traffic type is traffic handling traffic 3, and so on. The voice call technology 1 can be used for reminding a user of repayment according to term, and the voice call technology 2 can be used for reminding the user of repayment of overdue borrowed money. It is to be understood that table 2 is illustrative only and not limiting.

The dialing system may also determine a dialing period for each of the users based on the region and/or notes of the users, as described in detail below.

In one possible implementation, the dialing system may determine a dialing period for each of the users based on the reference period and the user's notes. Specifically, after the dialing system obtains the user information, the dialing system may dial within a reference time period (e.g., 10:00-20: 00) in sequence. For example, the order of the dialing of Table 1 identifies the second user as having a dialing time of 10:00-20 on Monday through Friday: 00. when a second user is dialed, whether the current time is a working day or not needs to be determined, if the current time is Monday to Friday, the user is called, and if the current time is not the working day, the user continues to dial; when the 5 th call is placed, determining the 5 th user's call time to be 10:00-12:00 per day is based on 14: 00-20: 00. the dialing system may determine that the current time period is the noon break time period (12:00-14:00), and if so, not dial the short term, otherwise, continue dialing.

In another possible implementation, the dialing time period of each of the users is determined based on the reference time period of the region corresponding to each of the users. For example, the reference time of the Wuluoquine is the Beijing time of 12:00-22:00, and the dialing time period of the user with the area of the Wuluoquine can be determined to be the Beijing time of 12:00-22: 00. Therefore, when the area of the user 1 is Wuluqie, whether the current time period is in Beijing time 12:00-22:00 can be determined, and when the current time period is in Beijing time, the call can be further dialed, otherwise, the call is not dialed.

In yet another possible implementation, the dialing system may determine the dialing time period of each of the users based on the reference time period of the region corresponding to each of the users and the remarks of the users. For example, the dialing system may determine reference periods for different regions based on the longitudes of the different regions. For example, the reference time interval may be 10:00-20:00 in Beijing when the area 1 is Shanghai, and 12:00-22:00 in Beijing when the area is Wuluqio. The dialing period may then be determined based on the reference period and the remarks corresponding to each user zone. Illustratively, user 1 is a Wuquel user, the reference time period for Wuquel is 12:00-22:00, and user 1 remark "not answer phone call at 20:00 evening" may determine the dialing time period to be 12:00-20:00 per day based on the current time period and remark.

In the above embodiment, the dialing system may enable the dialing time to follow the habit of receiving the phone call and the time of the region of the individual user, so as to improve the user experience.

Through the processing, the dialing system can acquire the call strategy of each user.

TABLE 3

Serial number	Name (I)	Telephone number	Type of speech technique	Time period of dialing
					1	What is big	123451	Phonetics 1	8:00-20:00
2	Sun 2	123452	Phonetics 1	8:00-20:00, saturday and sunday
					3	Zhang San	123453	Business processing technology 1	8:00-20:00
4	Li Si	123454	Business processing technology 2	8:00-20:00
					5	Wang Wu	123455	Phonetics 2	8:00-12:00,14:00-20:00
6	Song Liu	123456	Phonetics 2	8:00-20:00
					7	Liuqi (Liuqi)	123457	Business processing technology 3	8:00-20:00
……	……	……	……	……

Table 3 is a user call policy table disclosed in the embodiment of the present application, and as shown in table 3, what size corresponds to the telephone number of 123451, the type of the telephone number is voice telephone number 1, and the dialing time period is 8:00-20: 00; the telephone corresponding to the grandson two is 123452, the dialect type is phonetic dialect 1, the dialing time period is 8:00-20:00, and the days of saturday; … …, respectively; the call corresponding to liuqi is 123457, the call type is business handling call 3, and after the dialing time period is 8:00-20:00 … …, the AI intelligent dialing system may begin to make a call.

And S203, the dialing system dials a call to each user based on the call strategy and the telephone number of each user.

The dialing system may place a call to each user based on the per-user call policy and the phone number.

Specifically, the dialing system may dial a corresponding phone number to the user in a corresponding dialing time period according to the dialect type of the user, so as to perform a call. The sequence of dialing may be according to the above-mentioned user sequence in the user information with reference to the steps. The dialing system may determine the order of calls, the number of the user to dial, the type of call used when dialing, and the dialing time period based on the user information and the call policy. The call can then begin so that the system can complete the call.

Illustratively, the electronic device may make a call based on Table 3 above, e.g., the dialing system may order which dials 123451 in a time period of 8:00-20:00, and communicate using Voice Phone 1 after being switched on; the dialect system can dial 123452 to grand second in a time period of 8:00-20:00 on saturday or sunday, and after the dialect system is switched on, the dialect system adopts the phonetic technique 1 to communicate … …, and the description is omitted.

And S204, the dialing system acquires feedback data.

After the call is completed, the call dialing system may analyze and record the data of the call through the data analysis module 304, so as to obtain the feedback data. Wherein the feedback data may include one or more of an answer rate, a completion rate, and a user's intent. The answering rate is the rate of connecting users to the users, the completion rate is the rate of users completing the conversation to the users, and the user will comprises the repayment willingness and/or the service handling willingness of the users. Because the service types of the users comprise loan service and financial transaction, the loan service can correspond to repayment service, and the financial transaction can correspond to service handling wishes.

In addition, the feedback data may further include one or more of an unfinished rate, a first-turn hang-up rate, and a reminder-link hang-up rate. The unfinished rate is the ratio of users who do not answer and hang up, the first turn hang up rate is the ratio of users who hang up in the first turn voice link to the users, and the reminding link hang up rate is the ratio of users who remind the voice link to hang up to the users.

In one possible scenario, the dialing system may obtain a (call) completion rate or an incomplete rate. Specifically, when the telephone number of a certain user is not dialed, it can be determined that the user is not answering; when a user connects the call, but in the process of calling, the user hangs up the call, and the user can be determined to be the hanging up call, namely the call is not completed; in the case where the user makes a call and completes the call, the dialing system determines that the user has completed the call. And determining the completion rate or the incompletion rate based on the counted number of the users not answering the call, the number of the users hanging up the call and the number of the users completing the call.

Illustratively, when the total number of users is 100, wherein 15 users do not answer, 9 users hang up in the middle and 76 users finish answering, it can be determined that the completion rate is 76% and the incompletion rate is 24%.

In another possible case, after all users in the user information have dialed, the user's answering rate can be obtained. Specifically, the dialing system may count the number of connected users and/or the number of unconnected users, and determine the connection rate based on the number of connected users.

Illustratively, there are 100 total users in the user information, wherein 24 users are not listening, 76 users are listening, and the listening rate is 76%.

In another possible case, when the user answers the call, the call dialing system may obtain the call recording data, and perform voice analysis on the call recording data to obtain the user's intention. Specifically, the dialing system records the content of the user, and then converts the call recording data into text data, and analyzes the text data to determine the user intention of each user.

Illustratively, in the case that the service type of the user is loan service, the corresponding phonetic notation 1 is to remind the user of timely repayment. The obtained text data comprises the content of 'I prepare to complete repayment at the end of the next month', and the repayment willingness of the user can be determined as promised repayment. The specific types of payment willingness may include: difficult repayment, unreinforced, notified, complaints, committed repayment, etc. And under the condition that the service type of the user is the financial service, the corresponding service handling reminding call is used for reminding the user whether to handle the service or not. The obtained text data comprises contents of 'i do not prepare for work, thank you' and can determine that the repayment will not be handled by the user. The specific types of the transaction will may include: non-transacted, non-notified, complaint, transacted, etc. The specific analysis of the text content may be performed through a neural network model, or may be performed through other methods, which is not limited in the present application.

In another possible case, the dialing system may obtain the first-turn hang-up rate and/or the reminding link hang-up rate. The voice content of the dialect type can comprise two links, namely a first-round voice link and a reminding link, wherein the first-round voice link is a voice link for guiding a user by a dialing system after the user connects a call, and the reminding link is a voice link for reminding the user of repayment or service handling based on the corresponding dialect. The dialing system can count the two links, and the users hang up the call respectively, so that the first-turn hang-up rate and/or the reminding link hang-up rate can be obtained.

Illustratively, the list of users has 100 people, wherein 24 people do not answer the call, 17 people are the users with the hanging-up of the first round voice link, 12 people are the people with the hanging-up of the reminding link, the first round hanging-up rate is 17%, and the reminding link hanging-up rate is 12%.

Further, the dialing system can make a call every day and record the dialing content to complete the determined feedback data. For example, the dialing system may record the user information of its phone every day, so that data results are available for each week, month or year.

In addition, the feedback data may include the total dialing amount, the dialing progress, the conversation turn, the average conversation time, and the like, in addition to the above data. Wherein, the total dialing amount can be the total number of users needing to be dialed; the dialing progress is the ratio of the dialed users to the total dialing amount; the conversation turn is the number of times of feedback from conversation to conversation after each user connects the voice, and the number of times can be obtained by analyzing the conversation voice data; the average call time is a value of the call time of the user to the total number of users, and the call time of each user needs to be determined.

Fig. 4 is a schematic diagram of a user interface disclosed in an embodiment of the present application. As shown in fig. 4 (a), the feedback data may display a first user interface, which may include a first screen 401, a second screen 402, and a third screen 403. The first screen 401 includes a map of areas where users are distributed and a call completing rate and ranking corresponding to each area. The second frame 203 includes the call strategy corresponding to the current region, including the type of speech technology and the dialing time period, wherein the type of speech technology is speech technology 1, and the dialing time period is 12:00-22: 00. The third frame 403 includes a hearing rate of 76%. As shown in fig. 4 (B), the feedback data may further display a second user interface, which may include a fourth screen 404 and a fifth screen 405. The fourth frame 404 includes the completion rate and the incomplete rate of the user, and the answering rate line graph, wherein the completion rate is 75% and the incomplete rate is 24%. The fifth frame 405 includes a first-turn hang-up rate and a reminding-link hang-up rate, wherein the first-turn hang-up rate is 17%, and the reminding-link hang-up rate is 7%.

And S205, the dialing system adjusts the call strategy of each user based on the feedback data.

The dialing system adjusts the call policy for each of the users based on the feedback data.

In one possible implementation, the dialing system may adjust the user's dialing period based on the answer rate and completion rate. The dialing system can count the relationship between the call time and the answering rate, and adjust the reference time interval to the time interval with high answering rate based on the relationship between the call time and the answering rate. For example, the average hearing rate in different time periods of the last month is counted, the hearing rate at 10:00-12:00 is 68%, and the hearing rate at 12:00-14:00 is 60%; the answering rate of 14:00-16:00 is 70%; the answer rate is 78% at 16:00-18: 00; the receiving rate of 18:00-20:00 is 72%. The reference time period can be adjusted to 16:00-18:00 or the reference time of the corresponding region can be adjusted to 16:00-18:00 by the comparison. Thus, during the process of making a call in one day, the user receiving rate at 16:00-18:00 pm is often higher than the receiving rate at other times, so the dialing system adjusts the dialing time to be between 16:00-18: 00. Thereby improving the call completing rate of the user.

In another possible implementation, the dialing system may adjust the user's style of speech based on the user's wishes and the user's locale. And selecting the dialect type with higher payment willingness in the conversation completion rate based on the comparison between the dialect type used in the conversation process and the payment willingness of the user who completes the conversation. For example, of 100 users of the conversational style 1, 15 of them hung up in the reminder link, and 85 expressed their own will. Of the 85 people, 13 people indicate no payment, 52 people indicate a recent payment, and 20 people indicate a payment. Of the 100 users of the conversational style 2, 23 hung up in the reminder link and 77 expressed their own wishes. Of the 77 people, 17 people indicate no payment, 41 people indicate recent payment, and 19 people indicate payment. In comparison, the dialect of dialect 1 is better than that of dialect 2, so that dialect 1 can be selected as the default dialect of the call.

Referring to fig. 5, fig. 5 is a schematic structural diagram of a dialer device disclosed in the embodiment of the present application. Wherein, this dialer can include:

a first obtaining unit 501, configured to obtain user information of a user, where the user information includes a name, a phone number, a service type, an area, and a remark of the user, and the user includes one or more users;

a determining unit 502, configured to determine, based on the service type, the area, and the remark of the user, a call policy of each of the users, where the call policy includes a call type and a call dialing time period, and the call type represents a voice content used in a call process;

a dialing unit 503, configured to dial a telephone call to each user based on the call policy and the telephone number of each user.

As a possible implementation, the apparatus further comprises:

a second obtaining unit 504, configured to obtain feedback data, where the feedback data includes one or more of an answer rate, a completion rate, and a user intention, the answer rate is a rate of a connected user occupying the user, the completion rate is a rate of a user completing a call occupying a call dialing user, and the user intention includes a payment intention and/or a service handling intention of the user;

an adjusting unit 505, configured to adjust a call policy of each of the users based on the feedback data.

As a possible implementation manner, the determining unit 502 is specifically configured to:

As a possible implementation manner, the determining unit 502 determines the dialing time period of each of the users based on the region and/or the remark of the user, and is specifically configured to:

As a possible implementation manner, in the case that the feedback data includes a user intention, the second obtaining unit 504 is specifically configured to:

acquiring call recording data;

As a possible implementation manner, the adjusting unit 505 is specifically configured to:

Based on the above description, please refer to fig. 6, and fig. 6 is a schematic structural diagram of an electronic device disclosed in the embodiment of the present application. As shown in fig. 6, the device may include a processor 601, a memory 602, an input interface 603, an output interface 604, and a bus 605. The memory 602 may be separate and may be connected to the processor 601 via a bus 605. Wherein the input interface 603 is used for receiving information from other devices, and the output interface 604 is used for outputting, scheduling or transmitting information to other devices. The memory 602 may also be integrated with the processor 601. Bus 605 is used to enable, among other things, the connection between these components.

In one embodiment, the electronic device may be a dialog system or a module in the dialog system, when the computer program instructions stored in the memory 602 are executed, the processor 601 is configured to perform the operations performed in the above embodiments by the first obtaining unit 501, the determining unit 502, the dialog unit 503, the second obtaining unit 504, and the adjusting unit 505, the input interface 603 is configured to receive information from other devices, and the output interface 604 is configured to output feedback data. The electronic device or the module in the electronic device may also be configured to execute various methods in the method embodiment in fig. 2, which is not described again.

The embodiment of the application also discloses a computer readable storage medium, wherein instructions are stored on the storage medium, and the instructions execute the method in the embodiment of the method when executed.

The embodiment of the application also discloses a computer program product comprising instructions, and the instructions are executed to execute the method in the embodiment of the method.

The above-mentioned embodiments, objects, technical solutions and advantages of the present application are further described in detail, it should be understood that the above-mentioned embodiments are only examples of the present application, and are not intended to limit the scope of the present application, and any modifications, equivalent substitutions, improvements and the like made on the basis of the technical solutions of the present application should be included in the scope of the present application.

In the above embodiments, the implementation may be wholly or partially realized by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When loaded and executed on a computer, cause the processes or functions described in accordance with the embodiments of the application to occur, in whole or in part. The computer may be a general purpose computer, a special purpose computer, a network of computers, or other programmable device. The computer instructions may be stored in a computer readable storage medium or transmitted from one computer readable storage medium to another, for example, the computer instructions may be transmitted from one website, computer, server, or data center to another website, computer, server, or data center by wire (e.g., coaxial cable, fiber optic, digital subscriber line) or wirelessly (e.g., infrared, wireless, microwave, etc.). The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device, such as a server, a data center, etc., that incorporates one or more of the available media. The usable medium may be a magnetic medium (e.g., floppy disk, hard disk, magnetic tape), an optical medium (e.g., DVD), or a semiconductor medium (e.g., solid state disk), among others.

One of ordinary skill in the art will appreciate that all or part of the processes in the methods of the above embodiments may be implemented by hardware related to instructions of a computer program, which may be stored in a computer-readable storage medium, and when executed, may include the processes of the above method embodiments. And the aforementioned storage medium includes: various media capable of storing program codes, such as ROM or RAM, magnetic or optical disks, etc.

Claims

1. A method of dialing a telephone, comprising:

acquiring user information of a user, wherein the user information comprises a name, a telephone number, a service type, an area and remarks of the user;

determining a call strategy of the user based on the service type, the region and the remark of the user, wherein the call strategy comprises a call type and a call dialing time interval, and the call type represents voice content adopted in a call process;

and dialing a telephone number to the user based on the call strategy and the telephone number of the user.

2. The method of claim 1, further comprising:

acquiring feedback data, wherein the feedback data comprises one or more of an answering rate, a completion rate and a user intention, the answering rate is the ratio of a connected user to a called user, the completion rate is the ratio of a user who completes a call to a called user, and the user intention comprises a repayment intention and/or a service handling intention of the user;

and adjusting the call strategy of the user based on the feedback data.

3. The method of claim 2, wherein determining the user talk policy based on the user's traffic type, region, and notes comprises:

4. The method of claim 2 or 3, wherein determining a dialing period for each of the users based on the region and/or the notes of the users comprises:

5. The method of claim 4, wherein in the case that the feedback data includes a user intention, the obtaining the feedback data comprises:

acquiring call recording data;

6. The method of any one of claims 1-5, wherein the feedback data further comprises one or more of an unfinished rate, a first-turn hang-up rate, and a reminding link hang-up rate, wherein the unfinished rate is a ratio of users who have not picked up and have a call hanging up to the users, the first-turn hang-up rate is a ratio of users who have a first-turn voice link hanging up to the users, and the reminding link hang-up rate is a ratio of users who have a reminding voice link hanging up to the users.

7. The method of any of claims 1-6, wherein the adjusting the call policy of the corresponding user based on the feedback data comprises:

8. A dialer device, comprising:

9. An electronic device, comprising: a processor and a memory; the processor is coupled to a memory, wherein the memory is configured to store a computer program, and the processor is configured to invoke the computer program to cause the computer device to perform the method of any of claims 1-7.

10. A computer-readable storage medium, in which a computer program or computer instructions are stored which, when executed, implement the method according to any one of claims 1 to 7.