CN114726956B - A method and device for processing incoming telephone calls - Google Patents

Abstract

The invention relates to the technical field of networks, in particular to a telephone incoming call processing method and a device, wherein the method comprises the following steps: acquiring an incoming call number of a first user according to a telephone incoming call request of the first user; acquiring services of preset states of all users associated with the incoming call number according to the incoming call number; and sending and/or broadcasting service progress information corresponding to the service in the preset state to the first user. The method and the device can reduce the busyness of the manual customer service, improve the efficiency of the outbound service, increase the satisfaction of the user, and solve the problems of low efficiency of the outbound service and reduced satisfaction of the user in the related technology.

Description

A method and device for processing incoming telephone calls

Technical field

The present invention relates to the field of network technology, and in particular, to a method and device for processing incoming telephone calls.

Background technique

Currently, in the service model for users to make outbound calls, the self-service part is carried out according to the operator's internal business classification. Most of the service needs are not difficult to answer. Since no corresponding services are provided, they need to be transferred to manual customer service, which can easily lead to The manual customer service staff is extremely busy, which not only reduces the efficiency of outbound call services, but also reduces user satisfaction due to waiting problems.

Contents of the invention

The technical problem to be solved by the present invention is to provide an incoming telephone call processing method and device in view of the above-mentioned deficiencies of the prior art, so as to at least solve the problems of low outbound call service efficiency and decreased user satisfaction in related technologies.

In a first aspect, the present invention provides a method for processing incoming telephone calls, including:

Obtain the first user's incoming call number according to the first user's incoming phone call request;

Obtain the preset status services of all users associated with the incoming call number according to the incoming call number;

Send and/or broadcast service progress information corresponding to the service in the preset state to the first user.

Preferably, the service of obtaining the preset status of all users associated with the incoming number based on the incoming number includes:

Search the preset cache database for the preset status services of all users associated with the incoming call number;

Wherein, the business in the preset status includes at least one of the following: uncompleted business with complaint status, completed business with complaint status, uncompleted business with no complaint status.

Preferably, all the users associated with the incoming call number include the first user and users who have a package association relationship and a family association relationship with the first user, and the search is performed in a preset cache database with Before the preset state services of all users associated with the incoming call number, the method further includes:

Obtain users who have a package association and a family association with the first user based on the relevant information of the first user, and establish a relationship graph;

Establish user groups according to the relationship graph;

Obtain all services within the preset time period for all users in the user group;

Create a business tuple based on all services of all users in the user group within the preset time period;

Cache all the services in the preset state in the service tuple into the preset cache database.

Preferably, the method of obtaining users who have package association relationships and kinship association relationships with the first user based on the relevant information of the first user and establishing a relationship graph specifically includes:

Collect relevant information of the first user, where the relevant information of the first user includes first identity information, one or more first phone numbers corresponding to the first identity information, and information related to each of the first users. Package information and communication information corresponding to the first phone number;

Associate the one or more phone numbers with the first identity information as the core;

For each first phone number, obtain a second phone number that has a package association with the first phone number according to the package information of the first phone number, and associate it; and according to the first phone number The communication information obtains a third phone number that is related to the first phone number and connects it;

For each second phone number, obtain the second identity information of the corresponding second user and associate it; and,

For each third phone number, the third identity information of the corresponding third user is obtained and associated to obtain the relationship map.

Preferably, if a manual service request from the first user is received, the method further includes:

Determine whether deferred service needs to be provided to the first user based on the user level of the first user and the number of people waiting for deferred service in the current deferred service queue;

If so, send or broadcast deferred service inquiry information to the first user, where the deferred service inquiry information is used to inquire whether the user needs to provide deferred service;

If the instruction information indicating the need to provide deferred service from the first user is received, the first user is added to the current deferred service queue.

Preferably, the step of determining whether it is necessary to provide deferred services to the first user based on the user level of the first user and the number of people waiting for deferred services in the current deferred service queue includes:

Determine whether the user level is a preset level;

If so, further determine whether the number of people waiting in the current deferred service queue is less than or equal to the preset threshold;

If so, it is determined that an extension service needs to be provided to the first user.

Preferably, before sending or broadcasting the extended service inquiry information to the first user, the method further includes:

Input the current manual service data into the pre-trained time series model to obtain the predicted value of per capita service time;

Calculate the waiting time prediction value of the first user based on the per capita service time prediction value and the number of people waiting in the current deferred service queue;

Send or broadcast prompt information to the first user based on the predicted waiting time value, where the prompt information is used to prompt the first user that the waiting time is the predicted waiting time value.

Preferably, the current manual service data includes the current time period, the current number of customer service users, the customer service IDs of the top N number of current service users, the customer service IDs of the bottom N number of current service users, the total number of current service users, and the current longest service time. And the current minimum service time, where N is greater than or equal to 1.

In a second aspect, the present invention provides an incoming telephone call processing device, including:

A number acquisition module, configured to obtain the first user's incoming call number according to the first user's incoming phone call request;

A service acquisition module, connected to the number acquisition module, used to acquire the preset status services of all users associated with the incoming number according to the incoming number;

A service progress feedback module is connected to the service acquisition module, and is used to send and/or broadcast service progress information corresponding to the service in the preset state to the first user.

In a third aspect, the present invention provides an incoming telephone call processing device, which includes a memory and a processor. A computer program is stored in the memory, and the processor is configured to run the computer program to implement the first aspect. How to handle incoming phone calls.

In the incoming call processing method and device provided by the present invention, considering that when the first user makes an outbound call, he is likely to inquire about the preset status services of himself or other users associated with the incoming number, the present invention first based on the first user's The incoming phone call request obtains the incoming call number of the first user, then obtains the preset status services of all users associated with the incoming call number based on the incoming call number, and finally sends and/or to the first user. Or broadcast the business progress information corresponding to the business in the preset state, thereby reducing the busyness of manual customer service, improving the efficiency of outbound call services, increasing user satisfaction, and solving the problem of low outbound call service efficiency and user satisfaction in related technologies. The problem of decline.

Description of the drawings

Figure 1 is a flow chart of an incoming telephone call processing method according to Embodiment 1 of the present invention;

Figure 2 is a schematic structural diagram of a relationship diagram in Embodiment 1 of the present invention;

Figure 3 is a schematic structural diagram of an incoming telephone call processing device according to Embodiment 2 of the present invention;

Figure 4 is a schematic structural diagram of an incoming telephone call processing device according to Embodiment 3 of the present invention.

Detailed ways

In order to enable those skilled in the art to better understand the technical solutions of the present invention, the embodiments of the present invention will be described in further detail below in conjunction with the accompanying drawings.

It can be understood that the specific embodiments and drawings described here are only used to explain the present invention, but not to limit the present invention.

It can be understood that, without conflict, the embodiments and features in the embodiments of the present invention can be combined with each other.

It can be understood that, for convenience of description, only the parts related to the present invention are shown in the drawings of the present invention, and the parts irrelevant to the present invention are not shown in the drawings.

It can be understood that each unit and module involved in the embodiments of the present invention may correspond to only one entity structure, or may be composed of multiple entity structures, or multiple units and modules may be integrated into one entity structure.

It can be understood that, provided there is no conflict, the functions and steps marked in the flowcharts and block diagrams of the present invention may occur in a sequence different from that marked in the drawings.

It can be understood that the flowcharts and block diagrams of the present invention illustrate the architecture, functions, and operations of the systems, devices, equipment, and methods that may be implemented according to various embodiments of the present invention. Each box in the flow chart or block diagram may represent a unit, module, program segment, or code, which contains executable instructions for realizing the specified function. Furthermore, each block or combination of blocks in the block diagrams and flowchart illustrations may be implemented by a hardware-based system that performs the specified functions, or by a combination of hardware and computer instructions.

It can be understood that the units and modules involved in the embodiments of the present invention can be implemented in software or hardware. For example, the units and modules can be located in a processor.

Example 1:

This embodiment provides a method for processing incoming phone calls, as shown in Figure 1. The method includes:

Step S101: Obtain the first user's incoming call number according to the first user's incoming phone call request.

Step S102: Obtain the preset status services of all users associated with the incoming call number according to the incoming call number.

It should be noted that in the existing related technology, when the first user makes an outbound call, such as 100XX, the operator usually prompts according to the voice menu in the self-service part, such as "Welcome to call the xx service hotline, please press 1 for phone bill inquiry. ……"etc. Usually, the voice menu in the self-service part cannot solve the user's service needs and needs to be transferred to manual customer service. This makes the manual customer service extremely busy and greatly reduces the efficiency of outbound service. The present invention takes into account that when the first user makes an outbound call, he is likely to consult the preset status services of himself or other users associated with the incoming number. First, the first user's call request is obtained based on the first user's incoming call request. The incoming number is then obtained according to the incoming number. The preset status services of all users associated with the incoming number are obtained. For example, the preset status services may include at least one of the following: uncompleted services with complaint status, Completed business with complaint status, uncompleted business with no complaint status, and completed business with no complaint status. In practical applications, the division of specific business can be set as needed, considering that users usually consult unfinished and existing services. The services in the complaint status, the services in the preset status of the present invention preferably include: uncompleted services with a complaint status, completed services with a complaint status, and uncompleted services with no complaints status.

Optionally, the service of obtaining the preset status of all users associated with the call-in number based on the call-in number may include:

Search the preset cache database for the preset status services of all users associated with the incoming call number;

In this embodiment, in order to ensure quick query of services, the preset status services of all users associated with the incoming call number can be stored in a preset cache database in advance, so that they can be quickly searched in the cache database. Preset status services for all users associated with the incoming call number.

Optionally, all users associated with the call-in number include the first user and users with package association relationships and family association relationships with the first user, and the search is performed in a preset cache database. Before the preset status services of all users associated with the incoming call number, the method further includes:

Obtain users who have a package association and a family association with the first user based on the relevant information of the first user, and establish a relationship graph;

Establish user groups according to the relationship graph;

Obtain all services within the preset time period for all users in the user group;

Create a business tuple based on all services of all users in the user group within the preset time period;

Cache all the services in the preset state in the service tuple into the preset cache database.

In this embodiment, considering that when the first user makes an outbound call, he usually consults the services corresponding to his own number, or helps relatives consult the services corresponding to the relative's number, such as consulting related services for his parents. Therefore, the caller All users associated with the number include the first user and users who have a package association relationship and a family association relationship with the first user.

Optionally, the method of obtaining users who have package association relationships and kinship association relationships with the first user based on the relevant information of the first user, and establishing a relationship graph, specifically includes:

Collect relevant information of the first user, where the relevant information of the first user includes first identity information, one or more first phone numbers corresponding to the first identity information, and information related to each of the first users. Package information and communication information corresponding to the first phone number;

Associate the one or more phone numbers with the first identity information as the core;

For each first phone number, obtain a second phone number that has a package association with the first phone number according to the package information of the first phone number, and associate it; and according to the first phone number The communication information obtains a third phone number that is related to the first phone number and connects it;

For each second phone number, obtain the second identity information of the corresponding second user and associate it; and,

For each third phone number, the third identity information of the corresponding third user is obtained and associated to obtain the relationship map.

In this embodiment, the relevant information of all users can be collected from the production system (such as the BSS business support system) through the data collection module in advance, including the relevant information of the first user. Taking the first user as Xiao Ming as an example, collect Xiao Ming The first identity information, such as an ID number, and one or more first phone numbers corresponding to the first identity information. For example, if Xiao Ming has 5 phone numbers, collect the 5 phone numbers and the information related to each phone number. Package information and communication information corresponding to the number (including bill information, Internet browsing behavior, etc.).

In a specific embodiment, taking the first user as Xiao Ming as an example, as shown in Figure 2, the steps of establishing the relationship graph may include:

(1) Using Xiao Ming’s first identity information as the core (specifically, it can be Xiao Ming’s ID number), associate all phone numbers (that is, accounts) under his name, for example, associate phone numbers 1 to 5;

(2) Based on the package information of each account, for example, the package is a number group, associate all the phone numbers in the number group, and associate the identity information of the natural person to which the phone number belongs based on the associated phone number. Assume that the package of Xiao Ming's phone number 1 is a converged package. Xiao Ming's phone number 1 and Xiao Hong's phone number 6 share a package, that is, they have a package association relationship. Then phone number 1 and phone number 6 are associated, and Phone number 6 is associated with Xiaohong’s identity information;

(3) Establish family affiliation based on the communication information of each account. Specifically, if the communication devices of both parties belong to the same base station within a preset time and the weekly communication frequency reaches a preset threshold, it can be determined that the two parties have a kinship relationship. For example, if the mobile phones of both parties belong to different base stations during working hours on weekdays, but belong to the same base station at night, and the voice communication frequency remains at least once a week, then it can be defined as a kinship relationship, and the kinship relationship (number) of each person can be set At most 5. Assuming that Xiao Ming's and Xiao Hui's mobile phones belong to the same base station at night in the past three months, and the communication frequency reaches more than 2 times per week, then Xiao Ming's corresponding phone number 3 can be associated with Xiao Hui's corresponding phone number 7, and The phone number 7 is associated with Xiaohui's identity information to obtain a relationship map.

In this embodiment, after obtaining the relationship graph, a user group can be established based on the relationship graph, in which users with package association relationships and kinship association relationships are regarded as the same user group. Taking Figure 2 as an example, Xiao Ming, Xiao Hong and Xiaohui is a user of the same user group.

In this embodiment, in order to facilitate the acquisition of the preset status services of all users associated with the incoming number, considering that a user belonging to the same user group may handle services or complaints for another user in the group, before obtaining After all the services of all users in the user group within the preset time period, a business tuple can be established based on all the services of all users in the user group within the preset time period, so that this relationship can be recorded through the business tuple. Specifically, you can first collect and obtain the services submitted by all users in the user group on the preset APP or website in the recent period through the data collection module, and then establish a business tuple based on the obtained services. For example, collect and obtain Xiaoming, Xiaohong and All businesses submitted by Xiaohui on the official APP and official website in the past month, or all businesses extracted from customer outbound call feedback in the customer service system, the status of the business can be divided into uncompleted with complaints, completed with complaints, and uncompleted without There are four statuses: Complaint, Completed and No Complaint. Among them, unfinished with no complaints means that the business has not been processed, but the user has not complained; unfinished with complaints means that the matter has not been processed and has been complained by users; completed with no complaints means that the business has been processed and the customer is satisfied. ; Completed with complaints means that although the business processing has been completed, users in this business have complained. This is equivalent to saying that the user's potential status and subsequent interaction status of other businesses may have emotions, and they may continue to complain. , this can be used as a reference for the priority of subsequent task assignments, and tasks that frequently complain to users can be prioritized. The established business tuple can be as follows:

User A-Number 1: Business 1, status; Business 2: Status; Business 3: Status || User A-Number 2: Business 1: Status; Business 2: Status, Business 3: Status || User B-Number 1: Business 1: Status; Business 2: Status, Business 3: Status….

In this embodiment, considering that users usually inquire about services that are unfinished or have complaints, specifically, the user's unfinished services with complaints, completed services with complaints, and uncompleted services without complaints can be stored in the cache database according to the service tuples. middle.

Optionally, in order to facilitate quick query of data, you can first sort the businesses in the business tuple in the order of unfinished with complaints, completed with complaints, and unfinished with complaints, and then automatically extract the specific progress of the task and store it into the platform In the cache database, the cache database is such as redis database. Specifically, it can be stored through two redis cache databases.

A key:value cache of the relationship between users and phone numbers:

Phone number: "The number belongs to the user and is associated with the user"

User: "Number 1, Number 2, Number 3,..."

A relationship between phone numbers and services is cached in a key: value format:

Number: "Business 1: status, progress; Business 2: status, progress;..."

Taking Figure 2 as an example, you can set up a cache database to store the relationship between Xiao Ming's phone number 1 and Xiao Ming, Xiao Hong and Xiao Hui, as well as the relationship between Xiao Ming, Xiao Hong and Xiao Hui and all their own phone numbers, and then set up a The cache database is used to store the business status of uncompleted complaints, completed complaints, and incomplete complaints corresponding to each phone number of Xiao Ming, Xiao Hong, and Xiao Hui, so as to enable quick query in massive data scenarios. It should be noted that in actual applications, there are usually not too many unfinished and/or complained services in a business tuple, that is, there will not be business requests for every phone number of everyone in a user group. processing situation, therefore, the cached data is relatively small.

Step S103: Send and/or broadcast the service progress information corresponding to the service in the preset state to the first user.

In this embodiment, after obtaining the preset status services of all users associated with the incoming call number, the SMS platform can be triggered to provide service progress feedback, or a voice broadcast can be provided based on the service progress information, such as for the first user After you have applied for a broadband service, the content of the voice broadcast can be: On what day of the month did you apply for the broadband service? Currently, an on-site engineer has been assigned. Please wait for the engineer to contact you. He is expected to be contacted within a few days, etc. When the first user intervenes in an outbound call, the present invention predicts the first user's service content in advance based on the first user's incoming number, that is, queries the preset status services corresponding to all users associated with the number, and sends text messages based on the query results. Or voice broadcast, which is equivalent to a diversion, removing some users who just want to check the business progress, thus reducing the current busy level of manual customer service.

Optionally, if a manual service request from the first user is received, the method further includes:

Determine whether deferred service needs to be provided to the first user based on the user level of the first user and the number of people waiting for deferred service in the current deferred service queue;

If so, send or broadcast deferred service inquiry information to the first user, where the deferred service inquiry information is used to inquire whether the user needs to provide deferred service;

If the instruction information indicating the need to provide deferred service from the first user is received, the first user is added to the current deferred service queue.

In this embodiment, after the service progress information corresponding to the service in the preset state is sent and/or broadcast, the first user can be further asked whether the requested service has been completed and whether further manual service needs to be requested. If the first user further requests manual service, the first user's manual service request is received.

Optionally, determining whether it is necessary to provide deferred services to the first user based on the user level of the first user and the number of people waiting for deferred services in the current deferred service queue includes:

Determine whether the user level is a preset level;

If so, further determine whether the number of people waiting in the current deferred service queue is less than or equal to the preset threshold;

If so, it is determined that an extension service needs to be provided to the first user.

In this embodiment, the preset level may be a level corresponding to high-end users. Different operators have different classification methods. For example, the preset level may be four-star and five-star. The preset threshold can be set to twice the current number of customer service staff. For example, if the first user is four-star or five-star, and the number of people waiting in the current deferred service queue is less than or equal to twice the current number of customer service staff, Then it is determined that the deferred service needs to be provided to the first user; otherwise, the deferred service is not provided to the first user.

In this embodiment, the current deferred service queue can adopt the data structure of "queue Queue". If the first user selects deferred service, the first user is added to the current deferred service queue, and the time of applying for deferred service is recorded for customer service. Be able to serve the first user within the service standard period, such as choosing a free time within 72 hours to respond to the first user by phone. Specifically, in order to better serve users, reminder messages can be sent to all customer service personnel every scheduled time (such as 12 hours) according to the configured service standard (such as 72 hours). The reminder messages include, for example, how many delays are waiting for the user. Specifically, Expiration time, etc., to assist in reasonable arrangements for extended services. For example, after a customer service staff completes processing, the system operates to mark the task as completed and delete the information in the current deferred service queue. Specifically, when the current deferred service queue is full, information can be sent to the voice system. After receiving the information, the voice system will no longer provide deferred services until user information in the queue is deleted.

After receiving the user's manual service request, the present invention provides deferred services to users who meet certain conditions, screens out people who are not eager to serve, and adds users to the current deferred service queue, which is equivalent to a second diversion, and further Reduces the current busyness of manual customer service.

Optionally, before sending or broadcasting the extended service inquiry information to the first user, the method further includes:

Input the current manual service data into the pre-trained time series model to obtain the predicted value of per capita service time;

Calculate the waiting time prediction value of the first user based on the per capita service time prediction value and the number of people waiting in the current deferred service queue;

Send or broadcast prompt information to the first user based on the predicted waiting time value, where the prompt information is used to prompt the first user that the waiting time is the predicted waiting time value.

In this embodiment, in order to accurately predict the waiting time of the first user, historical human service data in recent years or recent months can be extracted to train the pre-established time series model. The historical human service data can be, for example, the last three The number of customer service staff working every morning and afternoon in the same month of last year and the year before and the months before and after, the N people who serve the most people, the N people who serve the least people, the total number of service users, the longest service time, the shortest service time, etc. etc., where N is greater than or equal to 1, preferably 10. For example, the input data for model training can be as shown in Table 1, including 25 fields (if the number of employees is less than 20, the value is empty), and the time period field 1 means morning, 0 means afternoon:

Table 1:

Assuming that the current date is October 3, 2021, the date range for training data extraction can be historical human service data from July 3 to October 2, 2021, as well as data from September, October, and November in 2020 and 2019. Data from different years and months can achieve cross-time stability while also avoiding the special impact of holidays. Through historical manual service data, the mathematical relationship between 25 fields and 1 field (per capita service time) is fitted to Predict subsequent service hours per person.

In this embodiment, when the first user's manual service request is received, the current manual service data is input into the pre-trained time series model to obtain the per capita service time prediction value, and then the per capita service time prediction value is combined with the current extension The predicted waiting time of the first user can be obtained by multiplying the number of people waiting in the service queue. Among them, the current manual service data includes the current time period, the current number of customer service users, the customer service IDs of the top N number of current service users, the customer service IDs of the bottom N number of current service users, the current total number of service users, the current longest service time, and Current minimum service time.

In this embodiment, by prompting the user with the corresponding waiting time prediction value, some users who are currently not in a hurry for service can be dissuaded, or users who meet certain conditions can choose to postpone the service, thus further reducing the busyness of manual customer service.

The incoming call processing method provided by this embodiment takes into account that when the first user makes an outbound call, he is likely to consult the preset status services of himself or other users associated with the incoming number. The incoming call request obtains the incoming call number of the first user, then obtains the preset status services of all users associated with the incoming call number based on the incoming call number, and finally sends and/or The business progress information corresponding to the preset status business is broadcast, thereby reducing the busyness of manual customer service, improving the efficiency of outbound call services, increasing user satisfaction, and solving the problem of low efficiency of outbound call services and decreased user satisfaction in related technologies. The problem.

Example 2:

As shown in Figure 3, this embodiment provides an incoming phone call processing device for executing the above incoming phone call processing method, including:

Number acquisition module 11, configured to obtain the first user's incoming call number according to the first user's incoming phone call request;

The service acquisition module 12 is connected to the number acquisition module 11 and is used to acquire the preset status services of all users associated with the incoming number according to the incoming number;

The service progress feedback module 13 is connected to the service acquisition module 12 and is used to send and/or broadcast the service progress information corresponding to the service in the preset state to the first user.

Optionally, the service acquisition module 12 is specifically configured to search the preset status services of all users associated with the incoming call number in a preset cache database;

Wherein, the business in the preset status includes at least one of the following: uncompleted business with complaint status, completed business with complaint status, uncompleted business with no complaint status.

Optionally, all users associated with the incoming number include the first user and users who have a package association relationship and a family association relationship with the first user, and the device further includes:

A map creation module, configured to obtain users who have a package association and a kinship association with the first user based on the relevant information of the first user, and establish a relationship map;

A user group establishment module, configured to establish a user group according to the relationship graph;

The first acquisition module is used to acquire all services within the preset time period of all users in the user group;

A tuple creation module, configured to establish service tuples based on all services of all users in the user group within a preset time period;

A cache module, configured to cache all the services in the preset status in the service tuples into the preset cache database.

Optionally, the map creation module specifically includes:

A collection unit configured to collect relevant information of the first user, where the relevant information of the first user includes first identity information, one or more first phone numbers corresponding to the first identity information, and Package information and communication information corresponding to each first phone number;

A first association unit, configured to associate the one or more phone numbers with the first identity information as the core;

A second association unit configured to obtain, for each first phone number, a second phone number that has a package association relationship with the first phone number based on the package information of the first phone number, and perform the association; and Obtain a third phone number that is related to the first phone number based on the communication information of the first phone number, and make a connection;

The third association unit is configured to obtain the second identity information of the corresponding second user for each second phone number and perform association; and,

The fourth correlation unit is configured to obtain the third identity information of the corresponding third user for each third phone number, and perform correlation to obtain the relationship map.

Optionally, if a manual service request from the first user is received, the device further includes:

An extension judgment module, configured to determine whether an extension service needs to be provided to the first user based on the user level of the first user and the number of people waiting for extension in the current extension service queue;

A sending and broadcasting module, configured to, if so, send or broadcast deferred service inquiry information to the first user, where the deferred service inquiry information is used to inquire whether the user needs to provide deferred service;

The queue joining module is configured to add the first user to the current deferred service queue if the instruction information from the first user indicating that deferred service needs to be provided is received.

Optionally, the delay judgment module may include:

First judgment unit: used to judge whether the user level is the preset level;

The second judgment unit: if yes, further judge whether the number of people waiting in the current deferred service queue is less than or equal to the preset threshold;

The third judgment unit: used to judge that if yes, it is necessary to provide deferred service to the first user.

Optionally, the device also includes:

The model input module is used to input the current manual service data into the pre-trained time series model to obtain the predicted value of per capita service time;

A calculation module configured to calculate the waiting time prediction value of the first user based on the per capita service time prediction value and the number of people waiting in the current deferred service queue;

An information prompt module, configured to send or broadcast prompt information to the first user based on the predicted waiting time value, where the prompt information is used to prompt the first user that the waiting time is the predicted waiting time value.

Optionally, the current manual service data includes the current time period, the current number of customer service users, the customer service IDs of the top N number of current service users, the customer service IDs of the bottom N number of current service users, the total number of current service users, and the current longest service. time and the current minimum service time, where N is greater than or equal to 1.

Example 3:

Referring to Figure 4, this embodiment provides an incoming telephone call processing device, which includes a memory 21 and a processor 22. A computer program is stored in the memory 21, and the processor 22 is configured to run the computer program to perform the steps in Embodiment 1. How to handle incoming phone calls.

The memory 21 is connected to the processor 22. The memory 21 can be a flash memory or a read-only memory or other memory, and the processor 22 can be a central processing unit or a single-chip microcomputer.

In the telephone call processing device provided in Embodiment 2 to Embodiment 3, considering that when the first user makes an outbound call, he is likely to consult the preset status services of himself or other users associated with the incoming number, the present invention first uses the A user's incoming phone call request obtains the incoming call number of the first user, then obtains the preset status services of all users associated with the incoming call number based on the incoming call number, and finally reports to the first user Sending and/or broadcasting the business progress information corresponding to the business in the preset state can reduce the busyness of manual customer service, improve the efficiency of outbound call services, increase user satisfaction, and solve the problem of low efficiency of outbound call services in related technologies. The problem of declining user satisfaction.

It can be understood that the above embodiments are only exemplary embodiments adopted to illustrate the principles of the present invention, but the present invention is not limited thereto. For those of ordinary skill in the art, various modifications and improvements can be made without departing from the spirit and essence of the present invention, and these modifications and improvements are also regarded as the protection scope of the present invention.

Claims (9)

1. A telephone call incoming processing method, comprising:

acquiring an incoming call number of a first user according to a telephone incoming call request of the first user;

acquiring services of preset states of all users associated with the incoming call number according to the incoming call number;

sending and/or broadcasting service progress information corresponding to the service in the preset state to the first user;

if a manual service request of the first user is received, the method further comprises:

judging whether delay service is required to be provided for the first user according to the user grade of the first user and the number of delay waiting people in the current delay service queue;

if yes, sending or broadcasting delay service inquiry information to the first user, wherein the delay service inquiry information is used for inquiring whether the user needs to provide delay service or not;

and if the indication information for indicating that the deferred service needs to be provided by the first user is received, the first user is added into the current deferred service queue.

2. The telephone incoming call processing method according to claim 1, wherein said obtaining, from said incoming call number, a service of a preset state of all users associated with said incoming call number, comprises:

searching a preset cache database for services of preset states of all users associated with the incoming call number;

wherein the service in the preset state comprises at least one of the following: the service with complaint state is not completed, the service with complaint state is completed, and the service without complaint state is not completed.

3. The telephone incoming call processing method according to claim 2, wherein said all users associated with said incoming call number include said first user and users having a package association and a relative association with said first user, said method further comprising, before searching a preset cache database for a service of a preset status of all users associated with said incoming call number:

acquiring a user with a package association relationship and a relative association relationship with a first user according to related information of the first user, and establishing a relationship map;

establishing a user group according to the relation map;

acquiring all services of all users in the user group within a preset time period;

establishing a service tuple based on all services in a preset time period of all users in the user group;

and caching all the services in the preset state in the service tuple into a preset cache database.

4. The method for processing incoming call according to claim 3, wherein said obtaining a user having a package association and a relative association with a first user according to information related to said first user, and establishing a relationship map, comprises:

collecting related information of the first user, wherein the related information of the first user comprises first identity information, one or more first telephone numbers corresponding to the first identity information, package information and communication information corresponding to each first telephone number;

associating the one or more telephone numbers with the first identity information as a core;

for each first telephone number, acquiring a second telephone number with a package association relation with the first telephone number according to package information of the first telephone number, and associating the second telephone number; obtaining and connecting a third telephone number with a relative association relation with the first telephone number according to the communication information of the first telephone number;

acquiring second identity information of a corresponding second user aiming at each second telephone number, and associating the second identity information; the method comprises the steps of,

and acquiring third identity information of a corresponding third user aiming at each third telephone number, and associating the third identity information to obtain the relationship map.

5. The method according to claim 1, wherein the determining whether the first user needs to be provided with the deferred service according to the user class of the first user and the number of deferred waiting persons in the current deferred service queue, comprises:

judging whether the user grade is a preset grade or not;

if yes, further judging whether the number of delay waiting people in the current delay service queue is smaller than or equal to a preset threshold value;

if yes, judging that delay service needs to be provided for the first user.

6. The method of claim 1, wherein before said sending or broadcasting deferred service query information to said first user, said method further comprises:

inputting current manual service data into a pre-trained time sequence model to obtain a people average service time predicted value;

calculating a waiting time predicted value of the first user based on the average service time predicted value and the number of delay waiting people in the current delay service queue;

and sending or broadcasting prompt information to the first user based on the waiting time predicted value, wherein the prompt information is used for prompting the first user that the waiting time is the waiting time predicted value.

7. The method of claim 6, wherein the current manual service data includes a current time period, a current number of customers, a top N customer service identifier for the current number of customers, a bottom N customer service identifier for the current number of customers, a current total number of customers served, a current maximum service time, and a current minimum service time, wherein N is 1 or more.

8. A telephone call incoming processing apparatus, comprising:

the number acquisition module is used for acquiring the incoming call number of the first user according to the telephone incoming call request of the first user;

the service acquisition module is connected with the number acquisition module and is used for acquiring the service of the preset state of all users associated with the incoming number according to the incoming number;

the business progress feedback module is connected with the business acquisition module and is used for sending and/or broadcasting business progress information corresponding to the business in the preset state to the first user;

if a manual service request of the first user is received, the device further includes:

the delay judging module is used for judging whether delay service is required to be provided for the first user according to the user grade of the first user and the number of delay waiting people in the current delay service queue;

the sending and broadcasting module is used for sending or broadcasting delay service inquiry information to the first user if delay service needs to be provided for the first user, wherein the delay service inquiry information is used for inquiring whether the user needs to provide delay service or not;

and the queue adding module is used for adding the first user into the current deferred service queue if receiving the indication information of the first user for indicating that deferred service needs to be provided.

9. A telephone call incoming processing device comprising a memory and a processor, the memory having stored therein a computer program, the processor being arranged to run the computer program to implement a telephone call incoming processing method as claimed in any one of claims 1 to 7.