CN108391020A - A kind of call control method, device, equipment and storage medium - Google Patents
A kind of call control method, device, equipment and storage medium Download PDFInfo
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- CN108391020A CN108391020A CN201810159356.8A CN201810159356A CN108391020A CN 108391020 A CN108391020 A CN 108391020A CN 201810159356 A CN201810159356 A CN 201810159356A CN 108391020 A CN108391020 A CN 108391020A
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- called party
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- 238000000034 method Methods 0.000 title claims abstract description 38
- 230000002452 interceptive effect Effects 0.000 claims abstract description 39
- 238000005516 engineering process Methods 0.000 claims abstract description 26
- 238000012795 verification Methods 0.000 claims description 11
- 238000012544 monitoring process Methods 0.000 claims description 5
- 238000004590 computer program Methods 0.000 claims description 4
- 230000005611 electricity Effects 0.000 claims description 3
- 238000012360 testing method Methods 0.000 claims description 2
- 230000000694 effects Effects 0.000 abstract description 15
- 230000003993 interaction Effects 0.000 abstract description 8
- 230000006854 communication Effects 0.000 description 16
- 238000004891 communication Methods 0.000 description 7
- 230000006870 function Effects 0.000 description 7
- 238000012545 processing Methods 0.000 description 7
- 238000010586 diagram Methods 0.000 description 5
- 230000003287 optical effect Effects 0.000 description 5
- 230000005291 magnetic effect Effects 0.000 description 4
- 230000036651 mood Effects 0.000 description 3
- 230000002093 peripheral effect Effects 0.000 description 3
- 206010011469 Crying Diseases 0.000 description 2
- 235000013399 edible fruits Nutrition 0.000 description 2
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- 238000013459 approach Methods 0.000 description 1
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- 230000002860 competitive effect Effects 0.000 description 1
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- 230000007547 defect Effects 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 230000008451 emotion Effects 0.000 description 1
- 230000002996 emotional effect Effects 0.000 description 1
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- Telephonic Communication Services (AREA)
Abstract
The embodiment of the invention discloses a kind of call control method, device, equipment and storage medium, the method includes：Using automatic call technology, the reserved destination phone numbers of object contact person are dialed；If it is determined that success called party corresponding with the destination phone numbers establishes call connection, then interactive voice is carried out using default words art and the called party, and authentication is carried out to the called party according to interactive voice result；If determining that the called party is the object contact person according to authentication result, the call currently established then is forwarded to business personnel, to establish the connection of the call between the business personnel and the object contact person, solve the problems such as undesirable by interaction effect existing for cost of labor input height, mortality height and short message alerting pattern existing for manual contact client in the prior art, realization substantially reduces cost of labor, the pressure of manual service is reduced, and improves the success rate of customer service.
Description
Technical field
The present embodiments relate to customer service technical field more particularly to a kind of call control method, device, equipment and
Storage medium.
Background technology
With economic rapid development, the customer service staff of all trades and professions and operational staff all suffer from huge
Operating pressure.In view of work requirements, customer service staff and operational staff need to contact client by various modes daily
And it is consulted for specific action.In order to improve working efficiency, reduce the appointment time of going out, by phone contact at
The major way of client is contacted for this part staff.
Inventor in the implementation of the present invention, it is found that there are following defects for the prior art：Client is for various reasons
(as prevented telecommunication fraud) can kill-call when being connected to Stranger Calls.Alternatively, client recognizes that current talking can be related to cutting
It also can midway kill-call when body interests.These situations all bring great working resistance to staff, not only waste
The time of staff, and cause huge operating pressure to staff.Currently, also have by intra-company's system to
The mode of client's sending short messages at definite time assists the work of staff's finishing service, but the mode of short message prompting is difficult to and client
Realize effective interaction, the success rate for improving customer service produces little effect.
Invention content
A kind of call control method of offer of the embodiment of the present invention, device, equipment and storage medium realize that substantially reduction is artificial
Cost, reduces the pressure of manual service, and improves the success rate of customer service.
In a first aspect, an embodiment of the present invention provides a kind of call control methods, including：
Using automatic call technology, the reserved destination phone numbers of object contact person are dialed；
If it is determined that success called party corresponding with the destination phone numbers establishes call connection, then using default words
Art carries out interactive voice with the called party, and carries out authentication to the called party according to interactive voice result；
It is logical by what is currently established if determining that the called party is the object contact person according to authentication result
Words are forwarded to business personnel, to establish the connection of the call between the business personnel and the object contact person.
Second aspect, the embodiment of the present invention additionally provide a kind of call control apparatus, including：
Number call module dials the reserved destination phone numbers of object contact person for using automatic call technology；
Interactive verification module is used for if it is determined that success called party corresponding with the destination phone numbers establishes call
Connection then carries out interactive voice using default words art with the called party, and according to interactive voice result to the called
Fang Jinhang authentications；
Call interconnecting module, if for determining that the called party contacts for the target according to authentication result
The call currently established then is forwarded to business personnel by people, to establish between the business personnel and the object contact person
Call connection.
The third aspect, the embodiment of the present invention additionally provide a kind of computer equipment, and the computer equipment includes：
One or more processors；
Storage device, for storing one or more programs；
When one or more of programs are executed by one or more of processors so that one or more of processing
Device realizes above-mentioned involved any call control method.
Fourth aspect, the embodiment of the present invention additionally provide a kind of computer storage media, are stored thereon with computer program,
The program realizes above-mentioned involved any call control method when being executed by processor.
The embodiment of the present invention dials the reserved destination phone numbers of object contact person by using automatic call technology；
After determining that successfully called party corresponding with destination phone numbers establishes call connection, carried out using default words art and called party
Interactive voice, and authentication is carried out to called party and determines that called party is the call that will currently establish after object contact person
Be forwarded to business personnel, solve in the prior art by cost of labor input existing for manual contact client high, mortality height with
And interaction effect existing for short message alerting pattern it is undesirable the problems such as, realization substantially reduce cost of labor, reduce manual service
Pressure, and improve the success rate of customer service.
Description of the drawings
Fig. 1 is a kind of flow chart for call control method that the embodiment of the present invention one provides；
Fig. 2 is a kind of flow chart of call control method provided by Embodiment 2 of the present invention；
Fig. 3 is a kind of schematic diagram for call control apparatus that the embodiment of the present invention three provides；
Fig. 4 is a kind of structural schematic diagram for computer equipment that the embodiment of the present invention four provides.
Specific implementation mode
The present invention is described in further detail with reference to the accompanying drawings and examples.It is understood that this place is retouched
The specific embodiment stated is used only for explaining the present invention rather than limitation of the invention.
It also should be noted that only the parts related to the present invention are shown for ease of description, in attached drawing rather than
Full content.It should be mentioned that some exemplary embodiments are described before exemplary embodiment is discussed in greater detail
At the processing or method described as flow chart.Although operations (or step) are described as the processing of sequence by flow chart,
It is that many of which operation can be implemented concurrently, concomitantly or simultaneously.In addition, the sequence of operations can be by again
It arranges.The processing can be terminated when its operations are completed, it is also possible to the additional step being not included in attached drawing.
The processing can correspond to method, function, regulation, subroutine, subprogram etc..
Embodiment one
Fig. 1 is a kind of flow chart for call control method that the embodiment of the present invention one provides, and the present embodiment is applicable to
The case where call connection is successfully established under minimum cost of labor with object contact person, this method can be held by call control apparatus
Row, which can be realized by the mode of software and/or hardware, and can be generally integrated in computer equipment, such as Fig. 1 institutes
Show, this method includes following operation：
S110, using automatic call technology, dial the reserved destination phone numbers of object contact person.
Wherein, automatic call technology is to be combined computer technology with circuit switched technology, will be in call by computer
Appearance is converted to digital information, is stored in a manner of voice document in a variety of storage devices, by that can pass through after computer disposal
User interface search or retrieved call mode are inquired, and the voice document inquired can directly be broadcasted by sound card or phone.
Object contact person is by its in database, related pre-stored numerous contact persons such as form document or other types document
In a contact person.
In embodiments of the present invention, when needing to contact object contact person, intervene without people, but pass through automatic call technology
The reserved destination phone numbers of object contact person are dialed, the call with object contact person is automatically performed by way of backstage and is built
It is vertical.
S120, the connection if it is determined that success called party's foundation corresponding with the destination phone numbers is conversed, then use
Default words art carries out interactive voice with the called party, and carries out identity to the called party according to interactive voice result and test
Card.
Wherein, preset words art be the voice prerecorded, for example, " you are good, is XX companies here " or " distinguished XX,
You are good, XX companies warm tip ... " etc..Default words art can be directed to the progress of different types of object contact person and set personalizedly
Meter, the embodiment of the present invention is to this and is not limited.
It in embodiments of the present invention, can be by pre- after establishing call connection by automatic call technology and called party
The default words art first stored is interacted with called party.In interactive process, called party can be understood by default words art
To the purpose of this call, such as recognize that the call is the loan collection phone of certain company, and is obtained and needed by default words art
The number of repaying, the payback period, transfinite the information such as number of days and overdue result not also.Meanwhile passing through default words art and quilt
During caller carries out interactive voice, authentication can also be carried out to called party by interactive voice result, with true
Determine whether called party is object contact person.
If S130, determining that the called party is the object contact person according to authentication result, will currently build
Vertical call is forwarded to business personnel, to establish the connection of the call between the business personnel and the object contact person.
Wherein, business personnel can be preset for each object contact person, can also be to be randomly assigned, this hair
Bright embodiment is to this and is not limited.
It should be noted that, although the application of the default words art in automatic call technology can substantially reduce cost of labor,
But default words art is limited by various factors and is not had good adaptability to changes.Therefore, in embodiments of the present invention, exist
After determining called party and being object contact person, in order to obtain ideal customer service effect, current talking is transferred immediately
To corresponding business personnel, one-to-one telephonic communication is carried out by corresponding business personnel and object contact person and realizes artificial clothes
Business.
The embodiment of the present invention dials the reserved destination phone numbers of object contact person by using automatic call technology；
After determining that successfully called party corresponding with destination phone numbers establishes call connection, carried out using default words art and called party
Interactive voice, and authentication is carried out to called party and determines that called party is the call that will currently establish after object contact person
Be forwarded to business personnel, solve in the prior art by cost of labor input existing for manual contact client high, mortality height with
And interaction effect existing for short message alerting pattern it is undesirable the problems such as, realization substantially reduce cost of labor, reduce manual service
Pressure, and improve the success rate of customer service.
Embodiment two
Fig. 2 is a kind of flow chart of call control method provided by Embodiment 2 of the present invention, as shown in Fig. 2, this method packet
Include following operation：
S210, using automatic call technology, dial the reserved destination phone numbers of object contact person.
S220, judge whether that successfully called party corresponding with the destination phone numbers establishes call connection, if so,
S260 is executed, otherwise, executes S230.
In embodiments of the present invention, when dialing the reserved destination phone numbers of object contact person by automatic call technology,
System can voluntarily judge whether that called party corresponding with destination phone numbers is successfully established call connection.
S230, update corresponding with the destination phone numbers continuously do not put through number.
In embodiments of the present invention, the destination phone numbers of storage are called automatically by automatic call technology on backstage, such as
Fruit call failure then updates the destination phone numbers and does not put through number continuously.For example, for destination number 158 ...
For 1078, if do not put through for the first time, continuous number of not putting through is 1.If continuous 4 times are not put through, do not put through continuously
Number is 4.It should be noted that it is corresponding only just to update destination phone numbers when destination phone numbers are not put through continuously
Continuously number is not put through.
S240, the updated continuous number of not putting through is judged whether more than setting frequency threshold value, if so, executing
Otherwise S250 is returned and is executed S210.
Wherein, setting frequency threshold value can be 5,8 or 10, and concrete numerical value can be set according to actual demand, this hair
Bright embodiment is to this and is not limited.In embodiments of the present invention, in each update, destination number is corresponding does not put through continuously
After number, it is required for judging updated continuous number of not putting through whether more than setting frequency threshold value.
S250, the destination phone numbers are labeled as to failure telephone number.
Correspondingly, if destination phone numbers it is corresponding it is continuous do not put through number and reach setting frequency threshold value, illustrate mesh
The destination phone numbers that mark contact person reserves may be that wrong number or object contact person have replaced other telephone numbers,
It then needs the destination number labeled as failure telephone number.When getting the available phone of object contact person by other approach
When number, failure telephone number can also be substituted with the available telephone number got, it is corresponding to become the object contact person
Destination phone numbers.
S260, interactive voice is carried out using default words art and the called party, and according to interactive voice result to described
Called party carries out authentication.
Correspondingly, S260 can specifically include：
S261, interactive voice corresponding with the default words art is played, and obtains the called party for the interaction
The user speech to be identified of voice feedback.
In embodiments of the present invention, optionally, when carrying out authentication to called party, can by called party with it is pre-
If the voice messaging that words art interacts carries out verification identification as user speech to be identified to the identity of called party.
S262, according to and the matched content information of user speech to be identified and/or voiceprint, to the called party into
Row authentication.
Specifically, the voice messaging that called party is interacted with default words art is as user speech to be identified, to quilt
When the identity of caller carries out verification identification, content information included in user speech to be identified can be obtained and believed as verification
Breath.For example, inquiring the letters such as name, identification card number or the home address that called party reserves to called party in default words art
Breath.If the information such as the above- mentioned information of called party's feedback and reserved name, identification card number or home address can be whole
Match or matching degree reaches setting numerical value (such as 80% or 90%), it is determined that called party is object contact person, no
Then, it is object contact person to determine called party not.Furthermore it is also possible to according to the vocal print of called party's user speech to be identified
Information carries out matching verification with the voiceprint of pre-stored object contact person, and is exhaled according to verification result directly determination
Whether the side of crying is object contact person.
In an alternate embodiment of the present invention where, successfully called party corresponding with the destination phone numbers is being determined
It establishes after call connection, further includes：Will it is corresponding with the destination phone numbers it is described it is continuous do not put through number revert to it is silent
Recognize value.
It should be noted that if called party corresponding with destination phone numbers is successfully established call connection, illustrate this
Destination phone numbers are available telephone number, then can revert to default value by continuously number is not put through.Optionally, default value can
To be 0.Such operation can prevent from continuously not putting through number because repeatedly the discontinuous call connection established not successfully is cumulative,
Cause continuously do not put through number reach setting frequency threshold value after by destination phone numbers be marked as failure telephone number the problem of.
In an alternate embodiment of the present invention where, if it is determined that carrying out language with the called party using default words art
During sound interacts, the called party disconnects call connection, then after being spaced preset time, reuses automatic calling skill
Art dials the destination phone numbers.
Wherein, preset time can be 30 minutes, 1 hour or 1 day etc., need to be configured according to specific requirements, this
Inventive embodiments are to this and are not limited.
Correspondingly, in actual communication process, it is also possible to the case where hanging up current talking there are called party midway.
When current talking called party midway is hung up, after preset time being spaced, still target is dialed using automatic call technology
Telephone number.This automatic method of calling has not only saved other paid required for staff is interrupted for current talking
Work energy, but also can reduce the rate of complaints of client to staff.
S270, determine whether the called party is the object contact person according to authentication result, if so, executing
Otherwise S290 is returned and is executed S280.
The call connection that S280, interruption are currently established.
Correspondingly, if it is object contact person to determine current called party not according to authentication result, automatically
The call connection that terminal has currently been successfully established.
S290, the call currently established is forwarded to business personnel, is contacted with the target with establishing the business personnel
Call connection between people.
S2100, during the business personnel and the object contact person are conversed, to the business personnel with
And the dialog context of the object contact person is recorded.
In embodiments of the present invention, for the ease of later stage right-safeguarding, record traffic personnel is needed to converse with object contact person
During both sides dialog context.
S2200, during the business personnel and the object contact person are conversed, to the business personnel's
Dialog context is monitored；If the dialog context for monitoring the business personnel includes the target keyword marked in advance,
Then preset prompting message is sent to the business personnel.
Wherein, target keyword can be that business personnel includes when being talked with object contact person under exciting emotion influence
All possible improper words, such as uncivil word or menace word.Preset prompting message can " note that you
Call have improper words " etc. prompts, as long as can reminding business personnel, the embodiment of the present invention be right in time
Specific prompting message is limited.
In embodiments of the present invention, it in order to ensure good customer service effect, needs to contact business personnel and target
People's dialog context of business personnel in communication process is monitored.Before being monitored, need to initially set up target keyword
Library, for storage service personnel in communication process various improperly words that may be present or mood.In business personnel and mesh
In the communication process for marking contact person, the word for obtaining business personnel in real time whether there is and all target passes in target critical dictionary
The matched word of keyword.If the dialog context for monitoring business personnel includes the target keyword marked in advance, to industry
Business personnel send preset prompting message.Certainly, if business personnel and object contact person are not used not in communication process
When words but mood of conversing is when excessively excitement makes other side not feel well, and preset promptings letter can also be sent to business personnel
Breath, such as " note that your call mood is excessively exciting ".
The embodiment of the present invention is by being more than the destination phone numbers of setting frequency threshold value into rower to not putting through number continuously
Note, the called party to being successfully established call connection carry out authentication, and to business personnel in communication process and target
The record of the dialog context of contact person and supervision, solution are put by cost of labor existing for manual contact client in the prior art
The problems such as interaction effect existing for high, mortality height and short message alerting pattern is undesirable, realization substantially reduces cost of labor, drops
The pressure of low manual service, and improve the success rate of customer service.
Concrete application scene
Illustrate by taking collection business scope of providing a loan as an example, in loan transaction field, the overdue behavior for not going back money can be to financial machine
It is configured to great economic loss, the success rate for how improving loan collection will be the core competitive power of internet financing corporation
Power.Currently, in loan collection link, existing collection scheme is collection personnel makes a phone call collection directly to creditor, Huo Zhetong
Built-in system is crossed to send short messages automatically collection.However, according to statistics, the phone of creditor puts through rate less than 30%, when artificial collection
It is very high that phone can not put through rate.Even if the phone of part creditor can be put through, but be the discovery that collection person is just hung up after being to turn on
Ratio it is also very high.Meanwhile also having part creditor and holding the line at the first time, but it is creditor that can reply not
The case where.It can be seen that the mode of artificial collection not only needs to put into a large amount of cost of labor, but also the collection of artificial collection is lost
It is also relatively high to lose rate.Although manpower need not be put into such a way that built-in system sends short messages collection automatically, be the absence of with
It is directly interacted between creditor, therefore can not ensure ideal collection effect.
In this application scene, the object contact person includes：The creditor pre-registered in platform is provided a loan in setting；Institute
Stating business personnel includes：The loan platform is associated to urge money people.
Wherein, setting loan platform can be all kinds of loan platforms that different finance companies use, such as various types of nets
Network loan platform and the loan platform etc. that can be used under line.Specifically, object contact person can be in platform is provided a loan in setting
The creditor pre-registered, business personnel can be that platform is associated urges money people for loan.It should be noted that one is urged money people can
Money is urged with corresponding responsible multiple creditors.It certainly, can also be by platform of providing a loan to creditor when collection effect is undesirable
It replaces other and urges money people.
Specifically, in this application scene, the electricity that creditor reserves can be breathed out automatically first with related platform system
Number is talked about, if system continuous several times dial same telephone number access failure, and continuous number of not putting through is more than to set number (such as
10 or 15 etc.), then by the telephone number labeled as failure telephone number.Connect if system success establishes call with called party
It connects, then system plays collection words art automatically, and called party can be talked about art by collection and recognize the purpose of current talking, and can be with
Art, which is talked about, by collection specifically understands the information such as loan amount and payback period.If during art is talked about in system plays collection, exhaled
Current talking is hung up halfway in the side of crying, then after system interval preset time (such as 1 hour), continuation calls what the creditor reserved automatically
Telephone number.If during art is talked about in system plays collection, called party does not hang up current talking in midway, then system is according to quilt
The sound of caller carries out Application on Voiceprint Recognition, and judges whether called party is creditor according to Application on Voiceprint Recognition result.Or
System can also by inquire the pre-stored relevant information of called party (such as name, phone and identification card number), according to
The answer content of called party is as verification information, to verify whether called party is creditor.If the system determine that by
Caller is creditor, then current talking is forwarded to corresponding artificial collection person immediately, passes through collection person and creditor
Direct telephonic communication realizes collection.Card is deposited for convenience, and in the communication process of collection person and creditor, system can also be real-time
Record the message registration of both sides.Meanwhile it in order to ensure good collection effect, avoiding clashing between collection person and creditor
Contradiction, system can be with emotional change of the real-time oversight collection person in communication process and speech word etc., to judge collection person
With the presence or absence of excited and situations such as choose words inappropriately.If the system determine that collection person in communication process there are excited and
Situations such as choosing words inappropriately then in real time reminds collection person, to assist collection person to be linked up in the correct way with creditor.
It can be seen that the call control method that the embodiment of the present invention is provided is applied in loan transaction field, it can be effective
Solve existing loan collection field high, collection mortality height and short message collection by cost of labor input existing for artificial collection
The problems such as collection effect existing for mode is undesirable realizes the cost of labor of substantially reduction loan collection, reduces collection work
The rate of complaints, and improve collection success rate.
Embodiment three
Fig. 3 is a kind of schematic diagram for call control apparatus that the embodiment of the present invention three provides, and it is arbitrary real to can perform the present invention
The call control method that example is provided is applied, has the corresponding function module of execution method and advantageous effect, the present embodiment is applicable
In be successfully established with object contact person under minimum cost of labor call connection the case where.
Described device includes：
Number call module 310 dials the reserved target phone number of object contact person for using automatic call technology
Code；
Interactive verification module 320 is used for if it is determined that success called party corresponding with the destination phone numbers establishes
Call connection then carries out interactive voice using default words art with the called party, and according to interactive voice result to the quilt
Caller carries out authentication；
Call interconnecting module 330, if for determining that the called party joins for the target according to authentication result
It is people, then the call currently established is forwarded to business personnel, establishes between the business personnel and the object contact person
Call connection.
The embodiment of the present invention dials the reserved destination phone numbers of object contact person by using automatic call technology；
After determining that successfully called party corresponding with destination phone numbers establishes call connection, carried out using default words art and called party
Interactive voice, and authentication is carried out to called party and determines that called party is the call that will currently establish after object contact person
Be forwarded to business personnel, solve in the prior art by cost of labor input existing for manual contact client high, mortality height with
And interaction effect existing for short message alerting pattern it is undesirable the problems such as, realization substantially reduce cost of labor, reduce manual service
Pressure, and improve the success rate of customer service.
Optionally, described device further includes number mark module 340, if for not with the destination phone numbers pair
The called party answered is successfully established call connection, then update is corresponding with the destination phone numbers does not continuously put through number；Such as
Fruit determines that the updated continuous number of not putting through is more than setting frequency threshold value, then by the destination phone numbers labeled as mistake
Imitate telephone number；Default value recovery module 350, for corresponding with the destination phone numbers described continuously will not put through number
Revert to default value.
Optionally, interactive verification module 320 are additionally operable to play interactive voice corresponding with the default words art, and obtain
The called party is directed to the user speech to be identified of interactive voice feedback；According to matched interior with user speech to be identified
Hold information and/or voiceprint, authentication is carried out to the called party.
Optionally, interactive verification module 320 are additionally operable to if it is determined that being carried out with the called party using default words art
During interactive voice, the called party disconnects call connection, then after being spaced preset time, reuses automatic calling skill
Art dials the destination phone numbers.
Optionally, described device further includes dialog context logging modle 360, in the business personnel and the mesh
During mark contact person converses, the dialog context of the business personnel and the object contact person are recorded.
Optionally, described device further includes information sending module 370, for joining in the business personnel and the target
It is to be monitored to the dialog context of the business personnel during people converses；If monitoring the business personnel
Dialog context include the target keyword marked in advance, then send preset prompting message to the business personnel.
Optionally, the object contact person includes：The creditor pre-registered in platform is provided a loan in setting；The business people
Member include：The loan platform is associated to urge money people.
Above-mentioned call control apparatus can perform the call control method that any embodiment of the present invention is provided, and have the side of execution
The corresponding function module of method and advantageous effect.The not technical detail of detailed description in the present embodiment, reference can be made to the present invention is arbitrary
The call control method that embodiment provides.
Example IV
Fig. 4 is a kind of structural schematic diagram for computer equipment that the embodiment of the present invention four provides.Fig. 4 is shown suitable for being used for
Realize the block diagram of the computer equipment 412 of embodiment of the present invention.The computer equipment 412 that Fig. 4 is shown is only an example,
Any restrictions should not be brought to the function and use scope of the embodiment of the present invention.
As shown in figure 4, computer equipment 412 is showed in the form of universal computing device.The component of computer equipment 412 can
To include but not limited to：One or more processor 416, storage device 428, connection different system component (including storage dress
Set 428 and processor 416) bus 418.
Bus 418 indicates one or more in a few class bus structures, including memory bus or Memory Controller,
Peripheral bus, graphics acceleration port, processor or the local bus using the arbitrary bus structures in a variety of bus structures.It lifts
For example, these architectures include but not limited to industry standard architecture (Industry Standard
Architecture, ISA) bus, microchannel architecture (Micro Channel Architecture, MCA) bus, enhancing
Type isa bus, Video Electronics Standards Association (Video Electronics Standards Association, VESA) local
Bus and peripheral component interconnection (Peripheral Component Interconnect, PCI) bus.
Computer equipment 412 typically comprises a variety of computer system readable media.These media can be it is any can
The usable medium accessed by computer equipment 412, including volatile and non-volatile media, moveable and immovable Jie
Matter.
Storage device 428 may include the computer system readable media of form of volatile memory, such as arbitrary access
Memory (Random Access Memory, RAM) 430 and/or cache memory 432.Computer equipment 412 can be into
One step includes other removable/nonremovable, volatile/non-volatile computer system storage mediums.Only as an example, it deposits
Storage system 434 can be used for reading and writing immovable, non-volatile magnetic media, and (Fig. 4 do not show, commonly referred to as " hard drive
Device ").Although not shown in fig 4, it can provide for being driven to the disk for moving non-volatile magnetic disk (such as " floppy disk ") read-write
Dynamic device, and to removable anonvolatile optical disk (such as CD-ROM (Compact Disc-Read Only Memory, CD-
ROM), digital video disk (Digital Video Disc-Read Only Memory, DVD-ROM) or other optical mediums) read-write
CD drive.In these cases, each driver can pass through one or more data media interfaces and bus 418
It is connected.Storage device 428 may include at least one program product, which has one group of (for example, at least one) program
Module, these program modules are configured to perform the function of various embodiments of the present invention.
Program 436 with one group of (at least one) program module 426 can be stored in such as storage device 428, this
The program module 426 of sample includes but not limited to operating system, one or more application program, other program modules and program
Data may include the realization of network environment in each or certain combination in these examples.Program module 426 usually executes
Function in embodiment described in the invention and/or method.
Computer equipment 412 can also with one or more external equipments 414 (such as keyboard, sensing equipment, camera,
Display 424 etc.) communication, the equipment interacted with the computer equipment 412 communication can be also enabled a user to one or more,
And/or with enable any equipment that the computer equipment 412 communicated with one or more of the other computing device (such as net
Card, modem etc.) communication.This communication can be carried out by input/output (I/O) interface 422.Also, computer
Equipment 412 can also pass through network adapter 420 and one or more network (such as LAN (Local Area
Network, LAN), wide area network Wide Area Network, WAN) and/or public network, such as internet) communication.As schemed
Show, network adapter 420 is communicated by bus 418 with other modules of computer equipment 412.Although should be understood that in figure not
It shows, other hardware and/or software module can be used in conjunction with computer equipment 412, including but not limited to：Microcode, equipment
Driver, redundant processing unit, external disk drive array, disk array (Redundant Arrays of Independent
Disks, RAID) system, tape drive and data backup storage system etc..
Processor 416 is stored in the program in storage device 428 by operation, to perform various functions application and number
According to processing, such as realize the call control method that the above embodiment of the present invention is provided.
Automatic call technology is used by the computer equipment, dials the reserved destination phone numbers of object contact person；
After determining that successfully corresponding with destination phone numbers called party establishes call connection, using default words art and called party into
Row interactive voice, and called party is determined to called party's progress authentication after object contact person, to lead to what is currently established
Words are forwarded to business personnel, solve high, the mortality height by cost of labor input existing for manual contact client in the prior art
And interaction effect existing for short message alerting pattern it is undesirable the problems such as, realization substantially reduces cost of labor, reduces manual service
Pressure, and improve the success rate of customer service.
Embodiment five
The embodiment of the present invention five also provides a kind of computer storage media of storage computer program, the computer program
When being executed by computer processor for executing any call control method of the above embodiment of the present invention：
Using automatic call technology, the reserved destination phone numbers of object contact person are dialed；
If it is determined that success called party corresponding with the destination phone numbers establishes call connection, then using default words
Art carries out interactive voice with the called party, and carries out authentication to the called party according to interactive voice result；
It is logical by what is currently established if determining that the called party is the object contact person according to authentication result
Words are forwarded to business personnel, to establish the connection of the call between the business personnel and the object contact person.
The arbitrary of one or more computer-readable media may be used in the computer storage media of the embodiment of the present invention
Combination.Computer-readable medium can be computer-readable signal media or computer readable storage medium.It is computer-readable
Storage medium for example may be-but not limited to-the system of electricity, magnetic, optical, electromagnetic, infrared ray or semiconductor, device or
Device, or the arbitrary above combination.The more specific example (non exhaustive list) of computer readable storage medium includes：Tool
There are one or the electrical connection of multiple conducting wires, portable computer diskette, hard disk, random access memory (RAM), read-only memory
(Read Only Memory, ROM), erasable programmable read only memory ((Erasable Programmable Read
Only Memory, EPROM) or flash memory), optical fiber, portable compact disc read-only memory (CD-ROM), light storage device, magnetic
Memory device or above-mentioned any appropriate combination.In this document, can be any include computer readable storage medium
Or the tangible medium of storage program, which can be commanded execution system, device, and either device uses or in connection makes
With.
Computer-readable signal media may include in a base band or as the data-signal that a carrier wave part is propagated,
Wherein carry computer-readable program code.Diversified forms may be used in the data-signal of this propagation, including but unlimited
In electromagnetic signal, optical signal or above-mentioned any appropriate combination.Computer-readable signal media can also be that computer can
Any computer-readable medium other than storage medium is read, which can send, propagates or transmit and be used for
By instruction execution system, device either device use or program in connection.
The program code for including on computer-readable medium can transmit with any suitable medium, including --- but it is unlimited
In wireless, electric wire, optical cable, radio frequency (Radio Frequency, RF) etc. or above-mentioned any appropriate combination.
It can be write with one or more programming languages or combinations thereof for executing the computer that operates of the present invention
Program code, described program design language include object oriented program language-such as Java, Smalltalk, C++,
Further include conventional procedural programming language --- such as " C " language or similar programming language.Program code can
Fully to execute on the user computer, partly execute, executed as an independent software package on the user computer,
Part executes or executes on a remote computer or server completely on the remote computer on the user computer for part.
In situations involving remote computers, remote computer can pass through the network of any kind --- including LAN (LAN)
Or wide area network (WAN)-is connected to subscriber computer, or, it may be connected to outer computer (such as utilize Internet service
Provider is connected by internet).
Note that above are only presently preferred embodiments of the present invention and institute's application technology principle.It will be appreciated by those skilled in the art that
The present invention is not limited to specific embodiments described here, can carry out for a person skilled in the art it is various it is apparent variation,
It readjusts and substitutes without departing from protection scope of the present invention.Therefore, although being carried out to the present invention by above example
It is described in further detail, but the present invention is not limited only to above example, without departing from the inventive concept, also
May include other more equivalent embodiments, and the scope of the present invention is determined by scope of the appended claims.
Claims (10)
1. a kind of call control method, which is characterized in that including：
Using automatic call technology, the reserved destination phone numbers of object contact person are dialed；
If it is determined that corresponding with the destination phone numbers called party of success establishes call connection, then using default words art and
The called party carries out interactive voice, and carries out authentication to the called party according to interactive voice result；
If determining that the called party is the object contact person according to authentication result, the call currently established is turned
It is connected to business personnel, to establish the connection of the call between the business personnel and the object contact person.
2. according to the method described in claim 1, it is characterized in that, using automatic call technology, it is pre- to dial object contact person
After the destination phone numbers stayed, further include：
If called party not corresponding with the destination phone numbers is successfully established call connection, update and target electricity
Number is corresponding does not continuously put through number for words；If it is determined that the updated continuous number of not putting through is more than setting number threshold
Value, then by the destination phone numbers labeled as failure telephone number；
After determining that successfully called party corresponding with the destination phone numbers establishes call connection, further include：
Corresponding with the destination phone numbers described continuous it will not put through number and revert to default value.
3. according to the method described in claim 1, it is characterized in that, carrying out voice friendship with the called party using default words art
Mutually, and according to interactive voice result to the called party authentication is carried out, including：
Interactive voice corresponding with the default words art is played, and obtains the called party and is directed to what the interactive voice was fed back
User speech to be identified；
According to the matched content information of user speech to be identified and/or voiceprint, to the called party carry out identity test
Card.
4. according to the method described in claim 1, it is characterized in that, carrying out voice friendship with the called party using default words art
Mutually, and according to interactive voice result to the called party authentication is carried out, further includes：
If it is determined that during carrying out interactive voice with the called party using default words art, the called party disconnects
Call connection, then after being spaced preset time, reuse automatic call technology, dial the destination phone numbers.
5. according to the method described in claim 1, it is characterized in that, by the call currently established be forwarded to business personnel it
Afterwards, further include：
During the business personnel and the object contact person converse, to the business personnel and the target
The dialog context of contact person records.
6. according to the method described in claim 5, it is characterized in that, by the call currently established be forwarded to business personnel it
Afterwards, further include：
During the business personnel and the object contact person are conversed, to the dialog context of the business personnel into
Row monitoring；
If the dialog context for monitoring the business personnel includes the target keyword marked in advance, to the business people
Member sends preset prompting message.
7. according to claim 1-6 any one of them methods, which is characterized in that the object contact person includes：It is borrowed in setting
The creditor pre-registered in money platform；The business personnel includes：The loan platform is associated to urge money people.
8. a kind of call control apparatus, which is characterized in that including：
Number call module dials the reserved destination phone numbers of object contact person for using automatic call technology；
Interactive verification module is used for if it is determined that success called party corresponding with the destination phone numbers establishes call company
It connects, then carries out interactive voice with the called party using default words art, and according to interactive voice result to the called party
Carry out authentication；
Call interconnecting module, if for determining that the called party is the object contact person according to authentication result,
The call currently established is forwarded to business personnel, to establish the company of the call between the business personnel and the object contact person
It connects.
9. a kind of computer equipment, which is characterized in that the equipment includes：
One or more processors；
Storage device, for storing one or more programs,
When one or more of programs are executed by one or more of processors so that one or more of processors are real
The now call control method as described in any in claim 1-7.
10. a kind of computer storage media, is stored thereon with computer program, which is characterized in that the program is executed by processor
Call control methods of the Shi Shixian as described in any in claim 1-7.
Priority Applications (1)
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| CN201810159356.8A CN108391020A (en) | 2018-02-26 | 2018-02-26 | A kind of call control method, device, equipment and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810159356.8A CN108391020A (en) | 2018-02-26 | 2018-02-26 | A kind of call control method, device, equipment and storage medium |
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| CN108391020A true CN108391020A (en) | 2018-08-10 |
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| CN201810159356.8A Pending CN108391020A (en) | 2018-02-26 | 2018-02-26 | A kind of call control method, device, equipment and storage medium |
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Application publication date: 20180810 |