CN107786757A - Bank card business parameter regulation means and device - Google Patents
Bank card business parameter regulation means and device Download PDFInfo
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- CN107786757A CN107786757A CN201710088412.9A CN201710088412A CN107786757A CN 107786757 A CN107786757 A CN 107786757A CN 201710088412 A CN201710088412 A CN 201710088412A CN 107786757 A CN107786757 A CN 107786757A
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- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- 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
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- 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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/65—Aspects of automatic or semi-automatic exchanges related to applications where calls are combined with other types of communication
- H04M2203/652—Call initiation triggered by text message
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- Telephonic Communication Services (AREA)
Abstract
The present invention relates to a kind of bank card business parameter regulation means, specifically comprise the following steps：Monitor the bank card business dealing data flow of user；The transaction data that Fail Transaction field is carried in the Trade Data Stream is screened, generates automatic outer call task corresponding to each transaction data filtered out, wherein, the automatic outer call task includes type of service to be adjusted and outgoing call user profile；Priority ranking, the level list of generation automatic outer call elder generation are carried out to the automatic outer call task of generation；The automatic outer call task in the automatic outer call priority list is read in order, and calls the external user terminal indicated by the outgoing call user profile in the automatic outer call task；When the talkthrough with the external user terminal, IVR self-assisted voices response program corresponding to type of service to be adjusted described in the automatic outer call business is played, to carry out the adjustment of corresponding service parameter.The above method can make service parameter adjustment much sooner.
Description
Technical field
The present invention relates to communication technical field, more particularly to a kind of bank card business parameter regulation means and device.
Background technology
People using bank card (such as deposit card, credit card) when being consumed, often due to bank card volume
The service parameter such as the Monthly Sum Limit limitation of degree deficiency/code error/un-activation/exceed customization causes Fail Transaction, and then can not purchase
Buy well-chosen article.
It is traditional, when run into due to bank card business parameter setting limits and cause to swipe the card failure when, it usually needs user
Oneself dial the service parameter that bank's service calls adjustment is set.User requires to look up bank's service calls, what consulting to be handled
Business.Waste time and energy, promptness it is poor.
The content of the invention
Based on this, it is necessary to for it is above-mentioned the problem of, there is provided it is a kind of to make service parameter adjustment bank much sooner
Card parameter transaction method of adjustment and device.
A kind of bank card business parameter regulation means, methods described include：
Monitor the bank card business dealing data flow of user；
The transaction data that Fail Transaction field is carried in the Trade Data Stream is screened, generates each friendship filtered out
Automatic outer call task corresponding to easy data, wherein, the automatic outer call task includes type of service to be adjusted and outgoing call user believes
Breath；
Priority ranking is carried out to the automatic outer call task of generation, generates automatic outer call priority list；
The automatic outer call task in the automatic outer call priority list is read in order, and calls the automatic outer call
The external user terminal indicated by the outgoing call user profile in task；
When the talkthrough with the external user terminal, business to be adjusted described in the automatic outer call business is played
IVR self-assisted voices response program corresponding to type, to carry out the adjustment of corresponding service parameter.
In one embodiment, the automatic outer call task of described pair of generation carries out priority ranking, generates automatic outer
The step of exhaling priority list, including：
The priority of the automatic outer call task is calculated according to the type of service to be adjusted and the outgoing call user profile
Scoring；
Priority ranking is carried out to the automatic outer call task according to the scoring of the priority of calculating, generates automatic outer call
Priority list, wherein, the priority scoring is higher, and the sequence in the automatic outer call priority list is more forward.
In one embodiment, it is described when the talkthrough with the external user terminal, play the automatic outer call
IVR self-assisted voices response program corresponding to type of service to be adjusted described in business, to carry out the adjustment of corresponding service parameter
Step, including：
When the talkthrough with the external user terminal, a section voice broadcast is brought in broadcasting into；
The response message of the external user terminal feedback is monitored, if the response message is audio response message, for
IVR self-assisted voice response programs under the external user terminal access intelligent sound pattern；If the response message is button
Response message, then the IVR self-assisted voice response programs accessed for the external user terminal under keystroke pattern；
Wherein, the IVR self-assisted voice responses program under the intelligent sound pattern has the first interaction flow and can entered
Row speech recognition, the IVR self-assisted voice responses program under the keystroke pattern have the second interaction flow and can carry out button
Identification.
In one embodiment, the response message fed back in the monitoring external user terminal, if the response is believed
Breath is audio response message, then the IVR self-assisted voice response programs accessed for the external user terminal under intelligent sound pattern；
If the response message is button response message, for the IVR self-assisted voices under external user terminal access keystroke pattern
After the step of response program, in addition to：
In self-service interaction, whether the information type of response message of the external user terminal feedback is monitored with working as
The pattern of the IVR self-assisted voices response program of preceding access is consistent, if it is not, then switching the IVR self-assisted voices response journey
The pattern of sequence, and using the identification of the IVR self-assisted voices response program progress response message after switching, until business
Parameter adjustment is completed.
In one embodiment, when when the talkthrough with the external user terminal, the automatic outer call industry is played
IVR self-assisted voices response program corresponding to type of service to be adjusted described in business, to carry out the step of the adjustment of corresponding service parameter
After rapid, in addition to：
After exhaling end of conversation outside, each described automatic outer call is marked according to the message registration of the automatic outer call task
The task status of task, wherein, the task status includes success status and non-successful state；
Obtain the priority scoring of the automatic outer call task of the non-successful state；
Priority scoring is transferred to manual calling platform more than the automatic outer call task of predetermined threshold value and enters pedestrian
Work outgoing call.
A kind of bank card business parameter adjustment controls, described device include：
Transaction data monitoring module, for monitoring the bank card business dealing data flow of user；
Automatic outer call task generation module, the number of deals of Fail Transaction field is carried in the Trade Data Stream for screening
According to, automatic outer call task corresponding to each transaction data filtered out is generated, wherein, the automatic outer call task includes treating
Adjust type of service and outgoing call user profile；
Order module, for carrying out priority ranking to the automatic outer call task of generation, generation automatic outer call is preferential
Level list；
Outgoing call module, for reading the automatic outer call task in the automatic outer call priority list in order, and exhale
It is the external user terminal indicated by the outgoing call user profile in the automatic outer call task；
The self-service interactive modules of IVR, for when the talkthrough with the external user terminal, playing the automatic outer call
IVR self-assisted voices response program corresponding to type of service to be adjusted described in business, to carry out the adjustment of corresponding service parameter.
In one embodiment, the order module, it is additionally operable to according to the type of service to be adjusted and outgoing call use
Family information calculates the priority scoring of the automatic outer call task；Scored according to the priority of calculating to the automatic outer call
Task carries out priority ranking, generates automatic outer call priority list, wherein, the priority scoring is higher, described automatic
Sequence in outgoing call priority list is more forward.
In one embodiment, the self-service interactive modules of the IVR, including：
A section voice playing module is brought into, for when the talkthrough with the external user terminal, a section language to be brought in broadcasting into
Sound is reported；
IVR mode determining module, for monitoring the response message of the external user terminal feedback, if the response message
Audio response message, then the IVR self-assisted voice response programs accessed for the external user terminal under intelligent sound pattern；If
The response message is button response message, then the IVR self-assisted voices accessed for the external user terminal under keystroke pattern should
Answer program；
Wherein, the IVR self-assisted voice responses program under the intelligent sound pattern has the first interaction flow and can entered
Row speech recognition, the IVR self-assisted voice responses program under the keystroke pattern have the second interaction flow and can carry out button
Identification.
In one embodiment, the self-service interactive modules of the IVR, in addition to：
IVR mode handover module, in self-service interaction, monitoring the response letter of the external user terminal feedback
Whether the information type of breath is consistent with the pattern for the IVR self-assisted voices response program being currently accessed, if it is not, then switching institute
The pattern of IVR self-assisted voice response programs is stated, and the response is carried out using the IVR self-assisted voices response program after switching
The identification of information, until service parameter adjustment is completed.
In one embodiment, described device also includes：
Task status mark module, after exhaling end of conversation outside, according to the message registration of the automatic outer call task
The task status of each automatic outer call task is marked, wherein, the task status includes success status and non-successful shape
State；
Manual calling module, commented for obtaining the priority of the automatic outer call task of the non-successful state
Divide, priority scoring is transferred into manual calling platform more than the automatic outer call task of predetermined threshold value is carried out outside artificial
Exhale.
Above-mentioned bank card business parameter regulation means and device, by monitoring the bank card business dealing data flow of user, screening
Go out the transaction data of Fail Transaction, and automatic outer call task is generated according to the transaction data of Fail Transaction, to the automatic outer of generation
Exhale task to carry out priority ranking, carry out outgoing call in order according to priority ranking, outgoing call task is effectively ensured and is located in order in time
Reason.It is self-service by IVR corresponding to the accurate access of the type of service to be adjusted determined in automatic outer call task after outgoing call talkthrough
Voice answer-back program, and then pass through the self-service adjustment of IVR self-assisted voice responses program progress service parameter.Appointed by automatic outer call
Business can automatically select out corresponding IVR self-assisted voice response programs, and service parameter adjustment is efficient much sooner.
Brief description of the drawings
Fig. 1 is the applied environment figure of bank card business parameter regulation means in one embodiment；
Fig. 2 is the internal structure schematic diagram that server is controlled in one embodiment；
Fig. 3 is the flow chart of bank card business parameter regulation means in one embodiment；
Fig. 4 is to carry out priority ranking to the automatic outer call task of generation in one embodiment, generates automatic outer call
Flow chart involved by priority list step；
Fig. 5 is after connecting external user terminal in one embodiment, into the flow chart involved by self-assisted voice response；
Fig. 6 is after connecting external user terminal in another embodiment, into the flow chart involved by self-assisted voice response；
Fig. 7 is the flow chart of bank card business parameter regulation means in another embodiment；
Fig. 8 is the structured flowchart of bank card business parameter adjustment controls in one embodiment；
Fig. 9 is the structured flowchart of the self-service interactive modules of IVR in one embodiment；
Figure 10 is the structured flowchart of the self-service interactive modules of IVR in another embodiment；
Figure 11 is the structured flowchart of bank card business parameter adjustment controls in another embodiment.
Embodiment
In order to make the purpose , technical scheme and advantage of the present invention be clearer, it is right below in conjunction with drawings and Examples
The present invention is further elaborated.It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, and
It is not used in the restriction present invention.
As shown in figure 1, in one embodiment, there is provided a kind of application environment of bank card business parameter regulation means
Figure, the applied environment figure include control server 110, OCS servers 120 and ivr server 130, wherein, OCS (Overseas
Courier Service Online Charging Systems) it is used to establish talking path, outgoing call external user terminal with external user terminal.
After OCS establishes the talking path with external user terminal, by access IVR, (Interactive Voice Response are interactive
Formula voice answer-back) server, ivr server provides the self-service platform of intelligent transacting business, to assist user's finishing service to join
Several adjustment.Service parameter can be transaction limit parameter, such as moon spending limit parameter, interim amount parameter, single limit ginseng
Directly service parameter or password are reset, card swashs for number, odd-numbered day limit parameter, odd-numbered day consumption stroke count, enchashment amount etc.
Living state, small amount are exempted from close etc. to be based on business handling indirect business parameter.
As shown in Fig. 2 in one embodiment, there is provided one kind control server 110, the control server 110 include
Processor, storage medium, internal memory and the network interface connected by system bus.Wherein, the storage of the control server 110 is situated between
Matter is stored with operating system, database and a kind of bank card business parameter adjustment controls, and the device is used to realize a kind of bank card
Service parameter method of adjustment.Database is used for data storage, such as bank card business dealing data.Processor, which is used to provide, to be calculated and controls
Ability processed, support the operation of whole control server 110.Inside save as the bank card business parameter adjustment controls in storage medium
Operation provides environment.Network interface is used to communicate by network connection with OCS servers 120 and ivr server 130.
As shown in figure 3, in one embodiment, there is provided a kind of bank card business parameter regulation means, should include specific
Comprise the following steps：
Step S202：Monitor the bank card business dealing data flow of user.
With reference to figure 1, user can be traded using bank card in several ways, such as POS, bank counter/self-service
The network platform of cash dispenser enchashment and correspondent bank card transaction etc..
Control server includes transaction monitoring platform, can in monitor supervision platform all users transaction data.Transaction monitoring
Platform monitors the bank card business dealing data flow for obtaining user in real time.Specifically, bank card user information is stored with monitor supervision platform,
Bank card business and the currently valid user of held bank card are handled.Each bank card of monitor supervision platform monitoring storage is used
The Transaction Information at family.For example, the bank card that the monitor supervision platform prison of safety bank was handled safety bank card and handled is currently to have
Imitate the Trade Data Stream of the user of card.
It should be noted that the scheme in the present embodiment is what the transaction data based on same banking institution was carried out.Such as
Safety bank card parameter adjustment based on safety bank-user.Industrial and commercial bank's card parameter adjustment based on industrial and commercial bank user.
Each transaction data in the Trade Data Stream of each bank card user includes card holder user mark, transaction
Bank card mark, type of transaction (enchashment, transfer accounts, consume), exchange hour, dealing money, Fail Transaction reason, transaction knot
The Transaction Informations such as fruit.
For example, transaction data can be：Holder Mr. Li, credit card 6221********8888 was in 2016 12
The moon No. 24 22:13 in POS bankcard consumption RMB 211.80, merchandises successfully.Transaction data can also be holder Zhang,
Credit card 6221********6666 was 25 days 02 December in 2016:13 enchashment RMB 20000, because repeatedly inputting password not just
Really, Fail Transaction.
Step S204：Screen Trade Data Stream in carry Fail Transaction field transaction data, generate filter out it is each
Automatic outer call task corresponding to transaction data, wherein, automatic outer call task includes type of service to be adjusted and outgoing call user profile.
Control server filters out the transaction data with Fail Transaction field in real time from the Trade Data Stream of monitoring, and
Automatic outer call task corresponding to specific Transaction Information generation in transaction data.
Automatic outer call task includes outgoing call user profile and root corresponding to card holder user mark from transaction data
One or more type of service to be adjusted determined according to Fail Transaction reason.Wherein, outgoing call user profile includes outgoing call number,
Outgoing call address name, the bank card number merchandised etc. can also be included；Type of service to be adjusted can be password replacement, bank card
Amount adjustment (such as the moon spending limit, interim amount, single limit, odd-numbered day limit, the odd-numbered day consumption stroke count, enchashment amount), silver
Row blocks one or more in activation.
To sum up, automatic outer call task can be：Outgoing call number+outbound call service type.
In one embodiment, the method for determining type of service to be adjusted according to Fail Transaction reason includes：Control service
Device pre-establishes the mapping relations between Fail Transaction reason and type of service, and is determined often according to the mapping relations pre-established
Type of service to be adjusted corresponding to the individual transaction data with Fail Transaction field.
For example, control server can pre-establish following mapping relations：Password Input is incorrect to reset industry with password locking
Mapping relations, bank card un-activation and the bank card between mapping relations, amount deficiency and amount adjustment business between business swashs
Mapping relations between business living.
In another embodiment, the transaction with Fail Transaction field can also be determined by way of keyword match
Type of service to be adjusted corresponding to data.Specifically, keyword (such as password, odd-numbered day spending limit, list in extraction transaction data
Spending limit, moon spending limit, interim amount, enchashment amount, un-activation etc.), search what is matched with the keyword of extraction
Type of service, the type of service of lookup is type of service to be handled.
Step S206：Priority ranking is carried out to the automatic outer call task of generation, generates automatic outer call priority list.
Safeguard there is automatic outer call priority list in control server, when the number of deals for monitoring Fail Transaction and generate certainly
During dynamic outgoing call task, the automatic outer call task of generation is filled into automatic outer call priority list by server according to priority ranking
In.In one embodiment, the automatic outer call task of generation can be successively ranked up according to exchange hour.In another embodiment
In, it can also be ranked up according to the urgency level of transaction.It is for example, larger to be configured with abnormal marking automatic outer call task
Priority, make its sequence forward.
Further, the automatic outer call task of outgoing call of having succeeded will remove from automatic outer call priority list.
Specifically, control server is every the Fail Transaction number in the Trade Data Stream that setting time extracts in monitor supervision platform
According to multiple Fail Transaction data may be included in the data of extraction, multiple Fail Transaction data will generate multiple automatic outer calls and appoint
Business, now, priority ranking will be carried out to the automatic outer call task of generation, generate automatic outer call priority list.
For example, the data of the Fail Transaction monitored in 5 minutes are：2017.1.20 11:50 bank cards 1, holder's A passwords
False transaction fails；2017.1.20 11:52 bank cards 2, holder's B ultrasound go out to customize Monthly Sum Limit Fail Transaction；2017.1.20
11:55 bank cards 3, holder's C enchashments amount of money are beyond setting limit and card volume deficiency Fail Transaction.Merchandise and lose for above three
Three automatic outer call tasks will be generated by losing data, can enter row major to the automatic outer call task of generation according to the priority of exchange hour
Level sequence, is inserted into automatic outer call task priority list.Also can to include " beyond setting limit " Fail Transaction data
The automatic outer call task of generation does abnormal marking, and larger priority is configured for it, makes it in these three automatic outer call tasks
Rank the first, can be preferentially by outgoing call.
Either enchashment, or consumption are either transferred accounts, the operation amount of money beyond setting limit have card it is stolen can
Energy property is, it is necessary to preferentially be handled, to ensure fund security.
Step S208：The automatic outer call task in automatic outer call priority list is read in order, and is called automatic outer call and appointed
The external user terminal indicated by outgoing call user profile in business.
Specifically, control server reads automatic outer call task from automatic outer call priority list, and according to reading
Outgoing call user profile in automatic calling task determines outgoing call number, and then the outgoing call number determined by the outgoing call of OCS servers,
To connect external user terminal corresponding to the outgoing call number.External user terminal can be the mobile terminal for having call function,
It can also be landline telephone.
Step S210：When the talkthrough with external user terminal, service class to be adjusted in automatic outer call business is played
IVR self-assisted voices response program corresponding to type, to carry out the adjustment of corresponding service parameter.
The outgoing call number that the outgoing call of OCS servers determines, the talking path with external user terminal is established, and monitor outside use
Whether family terminal answers, and has been turned on feeding back if so, OCS servers are sent to control server.Control server receives OCS clothes
When having been turned on feedback of business device, the type of service to be adjusted in automatic outer call task determine to need the self-service languages of IVR accessed
Sound response program, and then call ivr server interface.If being reset for example, type of service to be adjusted is password, access and be used for
The IVR self-assisted voice response programs that password is reset；If type of service to be adjusted is the adjustment of bank card amount (such as the moon amount of consumption
Degree, interim amount, single limit, odd-numbered day limit, odd-numbered day consumption stroke count, enchashment amount etc.), then access and adjusted for the bank card amount of money
Whole IVR self-assisted voice response programs；If type of service to be adjusted is bank card activation, access for bank card activation
IVR self-assisted voice response programs.After confirming IVR self-assisted voice response programs to be accessed, to foundation and external user terminal
Talking path access the IVR self-assisted voices program and reported with playing corresponding with type of service to be adjusted IVR self-assisted voices.
In the present embodiment, by monitoring the bank card business dealing data flow of user, the transaction data of Fail Transaction is filtered out, and
Automatic outer call task is generated according to the transaction data of Fail Transaction, priority ranking is carried out to the automatic outer call task of generation, pressed
Outgoing call is carried out in order according to priority ranking, and outgoing call task is effectively ensured and is processed in order in time.After outgoing call talkthrough, by certainly
The type of service to be adjusted determined in dynamic outgoing call task accurately IVR self-assisted voice response programs corresponding to access, and then pass through IVR
Self-assisted voice response program carries out the self-service adjustment of service parameter.Corresponding IVR can be automatically selected out by automatic outer call task
Self-assisted voice response program, service parameter adjustment are efficient much sooner.
In one embodiment, as shown in figure 4, S206：Priority ranking, generation are carried out to the automatic outer call task of generation
Automatic outer call priority list, including：
Step S302：The priority that automatic outer call task is calculated according to type of service to be adjusted and outgoing call user profile is commented
Point.
Step S304：Priority ranking is carried out to automatic outer call task according to the scoring of the priority of calculating, generated automatic outer
Priority list is exhaled, wherein, priority scoring is higher, and the sequence in automatic outer call priority list is more forward.
Specifically, control server configures different priority for different types of service in advance contributes numerical value, for difference
User class (such as domestic consumer and VIP user) configures different priority contribution numerical value, and according to the priority being pre-configured with
The priority scoring of each automatic outer call task of numerical computations, and then score value is scored in automatic outer call priority row according to priority
Automatic outer call task is ranked up in table, priority score value is higher, and sequence in lists is more forward.
For example, control server at a time or in setting time section gets 50 with friendship (in such as 2 minutes)
The easily transaction data of failure field, and generate automatic outer call task for each transaction data.Server is controlled according to industry
The priority contribution margin of service type and the priority contribution margin of user class carry out priority scoring to each automatic outer call task,
And be ranked up according to priority scoring for 50 above-mentioned automatic outer call tasks, then the automatic outer call task after sequence is added
Add in automatic outer call priority list.
Further, when priority score value is identical, successively it is ranked up according to exchange hour.Time is more forward,
Sequence is more forward, it is ensured that the user elder generation called first merchandised.
Priority is carried out according to the user for different type of service and different stage and contributes numerical value, can quickly be obtained each
The priority scoring of individual automatic outer call task, and then cause sequence more rapidly and efficiently, it further ensure that automatic outer call task
By timely processing, the service parameter adjustment of user is much sooner.
In one embodiment, automatic outer call task also includes off-note data, wherein, off-note data include handing over
Easy time anomaly characteristic and dealing money off-note data.In the present embodiment, automatic outer call task can be：Outer catchword
Code+outbound call service type+time and/or amount of money abnormal marking.
Specifically, whether automatic outer call task carries off-note data, determine in the following manner：Detect transaction data
Exchange hour whether in the range of default abnormal exchange hour, if so, then according to transaction data generate automatic outer call appoint
Exchange hour abnormal marking is added in business.Likewise, whether the dealing money of detection transaction data is in default abnormal trade gold
In the range of volume, if so, adding dealing money abnormal marking in the automatic outer call task then generated according to transaction data.
In the present embodiment, step S302：Automatic outer call is calculated according to type of service to be adjusted and outgoing call user profile to appoint
Business priority scoring the step of be：Marked extremely according to type of service to be adjusted, outgoing call user profile and time and/or the amount of money
Note calculates the priority scoring of automatic outer call task.
Preferably, configure larger priority for time and/or amount of money abnormal marking and contribute numerical value.Such as automatic outer call task
A is：Password replacement+domestic consumer, automatic outer call task B are：Password replacement+domestic consumer, automatic outer call task C are：Password
Replacement+domestic consumer+time and amount of money abnormal marking, then priority ranking is C>B>A.
In the present embodiment, abnormal marking is with the addition of in automatic outer call task, abnormal marking can characterize to a certain extent
Corresponding transaction data has larger security risk hidden danger, for the high priority data of the Fail Transaction with potential safety hazard outside
Exhale, the trading situation of bank card can be fed back into real bank card holder in the very first time.
In one embodiment, the flow of the transaction data with Fail Transaction field obtained when screening is more than setting and flowed
When measuring threshold value, step S302 is performed：The preferential of automatic outer call task is calculated according to type of service to be adjusted and outgoing call user profile
Level scoring.When the flow for the transaction data with Fail Transaction field that screening obtains is not more than given threshold, then according to friendship
The easy time carries out the sequence of automatic outer call task.
When data traffic is smaller, control server can carry out the automatic outer of all automatic outer call tasks in good time
Exhale, calculated it is therefore not necessary to carry out priority scoring score value, outgoing call flow is simplified on the basis of outgoing call promptness is ensured.
Further, control server to be determined to the maximum data traffic of processing according to system configuration, work as data flow
When amount exceedes maximum stream flow threshold value, to not treatable automatic outer call task is marked (in such as 5 minutes) in setting time.When
When data traffic is less than maximum stream flow threshold value, after the automatic outer call task generated in real time has been handled, to the untreated of mark
Automatic outer call task is handled.
For example, using 5 minutes as the processing unit interval, control automatic outer in nearest 5 minutes of server acquisition
It is 1500 to exhale task, and the maximum quantity for control the automatic outer call task that server can be handled in 5 minutes is 1000, and control takes
Business device will be handled automatic outer call task of the sequence at first 1000, and 500 automatic outer call tasks below are carried out
Mark, when automatic outer call task flow is less than the maximum throughput of control server, then the untreated automatic outer call to mark
Task is handled.
In the present embodiment, when automatic outer call task amount is bigger, the automatic outer call task more than disposal ability is first marked
Note reprocessing, to ensure that other automatic outer call tasks can be by timely processing, it is impossible to which the outgoing call task of timely processing has in system
The very first time is processed during process resource.
In one embodiment, as shown in figure 5, S210：When the talkthrough with external user terminal, play automatic outer
IVR self-assisted voices response program corresponding to type of service to be adjusted in business is exhaled, to carry out the step of the adjustment of corresponding service parameter
Suddenly, including：
Step S402：When listening to the connection signal of external user terminal transmission, a section voice broadcast is brought in broadcasting into.
It is to carry Fail Transaction word with what is filtered out according to default section voice broadcast template of bringing into bring section voice broadcast into
The transaction data generation of section, for informing outgoing call item and confirming transaction.
The step of section voice broadcast data is brought in generation into can be in step S204：Fail Transaction is carried in screening Trade Data Stream
The transaction data of field, progress after automatic outer call task corresponding to each transaction data filtered out is generated, while establish life
Into automatic outer call task and generation the incidence relation brought between section voice broadcast data.When listening to external user terminal
The connection signal of transmission, what acquisition associated with the automatic outer call task of outgoing call brings a section voice broadcast data into, and plays acquisition
Bring a section voice broadcast into.
For example, bringing section voice broadcast into can be, distinguished safety credit cardholder, your credit card of tail number 8888
Just now merchandised 5000 yuan and cross fiasco because of single dealing money, whether PLSCONFM is to merchandise in person, confirmation please by 1, deny please by
9。
And for example, a section voice broadcast is brought into can also be：Distinguished safety credit cardholder, your credit card of tail number 6666 are firm
Just 500 yuan of failures of transaction, inputing number by mistake because password is accumulative is transfinited, and password has been locked, and whether PLSCONFM is to merchandise in person, is confirmed
Please by 1, deny please by 9.
Step S404：Monitor the response message of external user terminal.When the response message for listening to external user terminal is
During negative response, step S406 is performed：Access and be used for self-help bank's card control IVR self-assisted voice response programs.Work as external user
When the response message of terminal is affirmative acknowledgement, step S408 is performed.
For example, when the response message of external user terminal feedback is " 1 ", step S408 is performed, when external user terminal
When the response message of feedback is " 9 ", step S406 is performed.Here " 1 ", which represents, to be defined as merchandising in person, and " 9 " here represent
The transaction reported not is to merchandise in person.
S408：Judge whether response message is audio response message, if so, then performing step S410：It is whole for external user
Terminate the IVR self-assisted voice response programs under intelligent sound pattern；If it is not, then perform step S412：For external user terminal
The IVR self-assisted voice response programs accessed under keystroke pattern.The response message of external user terminal feedback can be voice answer-back
Information or button response message.
Wherein, the IVR self-assisted voice responses program under speech pattern has the first interaction flow and can carry out voice knowledge
Not, the IVR self-assisted voice responses program under keystroke pattern has the second interaction flow and can carry out recognition by pressing keys.
IVR self-assisted voice responses program includes both of which corresponding to each type of service in ivr server, respectively
For intelligent sound pattern and keystroke pattern, wherein, the IVR self-assisted voice responses program under intelligent sound pattern can carry out voice
Identify, the IVR self-assisted voice responses program under keystroke pattern can carry out recognition by pressing keys.First hands over corresponding to intelligent sound pattern
Second interaction flow corresponding to mutual flow and keystroke pattern can be with identical, can also be different.
For example, the password that password, which resets IVR self-assisted voice responses program, to be included under intelligent sound pattern resets the self-service languages of IVR
Password under sound response program and keystroke pattern resets IVR self-assisted voice response programs.
Specifically, the talking path between external user terminal that control server is established by OCS servers, is monitored
External user terminal by terminal (landline telephone or mobile phone) for the response message for the feedback for bringing section voice broadcast into, outside
Portion's user terminal can voice directly feedback or fed back by terminal push.If the response message of feedback is user's language of typing
Sound, then server is controlled to access IVR that is corresponding with the type of service to be adjusted of automatic outer call business and being intelligent sound pattern certainly
Voice answer-back program is helped, is handled with carrying out the self-service interactive service of speech recognition；If the response message of feedback is key information,
Server is controlled to access IVR self-assisted voice responses corresponding with the type of service to be adjusted of automatic outer call business and for keystroke pattern
Program, handled with carrying out the self-service interactive service of recognition by pressing keys.
For example, type of service corresponding to automatic outer call business is credit card single amount adjustment business, when control server
When the response message for listening to external user terminal is voice answer-back, the single amount accessed under intelligent sound pattern adjusts business
IVR self-assisted voice response programs.When it is button response to control server to listen to the response message of external user terminal, access
Single amount adjustment business IVR self-assisted voice response programs under keystroke pattern.
In another embodiment, server is controlled to carry out statistical analysis to the historical operation information of user in ivr, such as
User more uses natural language interactive mode and success rate is higher, then intelligent sound navigation stream is preferentially imported after connecting subscribers participating
Journey, and simplify flow of navigation.It is preferential to import keystroke pattern interaction if user is more interacted using button.
In the present embodiment, each single item business handling provided in advance by IVR automatic speech prepares button and only intelligent language
Sound both of which, changing telephone service channel interactive mode Single-issue, user can select to be adapted to the interactive mode of oneself, or
Person speaks or button, lifting service timeliness.
In one embodiment, as shown in fig. 6, in step S410：Accessed for external user terminal under intelligent sound pattern
IVR self-assisted voice response programs after, or in step S412：For the IVR under external user terminal access keystroke pattern certainly
Help after voice answer-back program, in addition to：
Step S414：In self-service interaction, whether the information type of the response message of monitoring external user terminal feedback
It is consistent with the pattern for the IVR self-assisted voice response programs being currently accessed, if it is not, then switching IVR self-assisted voice response programs
Pattern, and using the identification of the IVR self-assisted voice responses program progress response message after switching, until service parameter has adjusted
Into.
Specifically, control server according to external user terminal for bringing the response feedback of section voice broadcast into after, it is determined that
The pattern for the IVR self-assisted voice response programs that first step of business handling should access, and monitor external user terminal-pair
The response message for first step reported, judge the response feedback and the mould for the IVR self-assisted voice response programs being currently accessed
Whether formula matches, if so, continuing to carry out the voice broadcast of next step under the current model, if it is not, it is self-service then to switch IVR
Voice answer-back program schema, the response message of feedback is identified using the IVR self-assisted voice response programs after switching, gone forward side by side
The voice broadcast of row next step, until finishing service is handled.
In the present embodiment, during IVR self-assisted voice interactions are carried out, according to the type of the response message of user feedback
(voice/button), the switching of the seamless pattern being consistent, the interaction of IVR self-assisted voices are more intelligent.
In one embodiment, as shown in fig. 7, in step S210：When the talkthrough with external user terminal, play
IVR self-assisted voices response program corresponding to type of service to be adjusted in automatic outer call business, to carry out the tune of corresponding service parameter
After whole step, in addition to：
Step S212：After exhaling end of conversation outside, mark each automatic outer according to the message registration of automatic outer call task
The task status of task is exhaled, wherein, task status includes success status and non-successful state.
Control server is monitored to each logical outgoing call call, is obtained message registration and is judged according to message registration automatic
The task status of outgoing call task.For the call that access failure external user terminal and unfinished service parameter adjust labeled as not into
Work(state.
Step S214：Obtain the priority scoring labeled as the automatic outer call task of non-successful state.
Step S216：Priority scoring is transferred to manual calling platform more than the automatic outer call task of predetermined threshold value and enters pedestrian
Work outgoing call.
Server is controlled to be ranked up to marking for the automatic outer call task of state, with orderly to failed
Automatic outer call task carry out artificial outgoing call.
Specifically, control server obtains the priority scoring labeled as the automatic outer call task of non-successful state, according to
Priority scoring is ranked up.Here priority scoring has been computed completing in first time automatic outer call, and this obtains nothing
It need to again calculate, result of calculation is pulled.
Further, when the failed automatic outer call task data flow of mark is more than preset flow, only to preferential
Level scoring carries out artificial outgoing call more than the automatic outer call task of predetermined threshold value.As only turned people to the automatic outer call task of VIP user
Work outgoing call.Or artificial outgoing call only is turned to the automatic outer call task with having time and/or amount of money abnormal marking.
In one embodiment, the transaction data with Fail Transaction field of user is periodically stored in database, and it is fixed
Fail Transaction data of the phase to the history of storage carry out statistical analysis, obtain and Fail Transaction number occur in nearest setting time section
According to number be more than setting number user identify, such as all occur within nearest three months amount deficiency cause consumption fail user.
Server is controlled when consuming with amount close to 90% within 3 days such as before festivals or holidays, to send short messages by the specified time and notify user to carry
Before do amount adjustment.
In one embodiment, as shown in Figure 8, there is provided a kind of bank card business parameter adjustment controls, the device include：
Transaction data monitoring module 510, for monitoring the bank card business dealing data flow of user.
Automatic outer call task generation module 520, the number of deals of Fail Transaction field is carried in Trade Data Stream for screening
According to, automatic outer call task corresponding to each transaction data filtered out is generated, wherein, automatic outer call task includes business to be adjusted
Type and outgoing call user profile；
Order module 530, for carrying out priority ranking to the automatic outer call task of generation, generate automatic outer call priority
List.
Outgoing call module 540, for reading the automatic outer call task in automatic outer call priority list in order, and call automatic
The external user terminal indicated by outgoing call user profile in outgoing call task.
The self-service interactive modules 550 of IVR, for when the talkthrough with external user terminal, playing automatic outer call business
In IVR self-assisted voices response program corresponding to type of service to be adjusted, to carry out the adjustment of corresponding service parameter.
In one embodiment, order module 530, it is additionally operable to according to type of service to be adjusted and the calculating of outgoing call user profile
The priority scoring of automatic outer call task；Priority ranking is carried out to automatic outer call task according to the scoring of the priority of calculating, it is raw
Into automatic outer call priority list, wherein, priority scoring is higher, and the sequence in automatic outer call priority list is more forward.
In one embodiment, the self-service interactive modules 550 of IVR, including：
Section voice playing module 551 is brought into, for when the talkthrough with external user terminal, a section voice to be brought in broadcasting into
Report.
IVR mode determining module 552, for monitoring the response message of external user terminal feedback, if response message is language
Sound response message, then the IVR self-assisted voice response programs accessed for external user terminal under intelligent sound pattern；If response message
Button response message, then the IVR self-assisted voice response programs accessed for external user terminal under keystroke pattern.
Wherein, the IVR self-assisted voice responses program under intelligent sound pattern has the first interaction flow and can carry out language
Sound identifies that the IVR self-assisted voice responses program under keystroke pattern has the second interaction flow and can carry out recognition by pressing keys.
In one embodiment, as shown in figure 9, the self-service interactive modules of IVR, in addition to：
IVR mode handover module 553, in self-service interaction, the response of monitoring external user terminal feedback to be believed
Whether the information type of breath is consistent with the pattern for the IVR self-assisted voice response programs being currently accessed, if it is not, then switching IVR certainly
The pattern of voice answer-back program is helped, and the identification of response message is carried out using the IVR self-assisted voice responses program after switching, until
Service parameter adjustment is completed.
In one embodiment, as shown in Figure 10, bank card business parameter adjustment controls also include：
Task status mark module 560, after exhaling end of conversation outside, according to the message registration mark of automatic outer call task
Remember the task status of each automatic outer call task, wherein, task status includes success status and non-successful state.
Manual calling module 570, the priority scoring of the automatic outer call task for obtaining non-successful state, by priority
Scoring is transferred to manual calling platform more than the automatic outer call task of predetermined threshold value and carries out artificial outgoing call.
One of ordinary skill in the art will appreciate that realize all or part of flow in above-described embodiment method, being can be with
The hardware of correlation is instructed to complete by computer program, program can be stored in a computer read/write memory medium, such as
In the embodiment of the present invention, the program can be stored in the storage medium of computer system, and by the computer system at least
One computing device, to realize the flow for including the embodiment such as above-mentioned each method.Wherein, storage medium can be magnetic disc, light
Disk, read-only memory (Read-Only Memory, ROM) or random access memory (Random Access Memory,
RAM) etc..
Each technical characteristic of above example can be combined arbitrarily, to make description succinct, not to above-described embodiment
In each technical characteristic it is all possible combination be all described, as long as however, lance is not present in the combination of these technical characteristics
Shield, all it is considered to be the scope of this specification record.
Above example only expresses the several embodiments of the present invention, and its description is more specific and detailed, but can not
Therefore it is construed as limiting the scope of the patent.It should be pointed out that for the person of ordinary skill of the art,
On the premise of not departing from present inventive concept, various modifications and improvements can be made, these belong to protection scope of the present invention.
Therefore, the protection domain of patent of the present invention should be determined by the appended claims.
Claims (10)
1. a kind of bank card business parameter regulation means, methods described include：
Monitor the bank card business dealing data flow of user；
The transaction data that Fail Transaction field is carried in the Trade Data Stream is screened, generates each number of deals filtered out
According to corresponding automatic outer call task, wherein, the automatic outer call task includes type of service to be adjusted and outgoing call user profile；
Priority ranking is carried out to the automatic outer call task of generation, generates automatic outer call priority list；
The automatic outer call task in the automatic outer call priority list is read in order, and calls the automatic outer call task
In the outgoing call user profile indicated by external user terminal；
When the talkthrough with the external user terminal, type of service to be adjusted described in the automatic outer call business is played
Corresponding IVR self-assisted voices response program, to carry out the adjustment of corresponding service parameter.
2. according to the method for claim 1, it is characterised in that the automatic outer call task of described pair of generation enters row major
Level sequence, generate automatic outer call priority list the step of, including：
The priority that the automatic outer call task is calculated according to the type of service to be adjusted and the outgoing call user profile scores；
Priority ranking is carried out to the automatic outer call task according to the scoring of the priority of calculating, generation automatic outer call is preferential
Level list, wherein, the priority scoring is higher, and the sequence in the automatic outer call priority list is more forward.
3. according to the method for claim 1, it is characterised in that the talkthrough when with the external user terminal
When, IVR self-assisted voices response program corresponding to type of service to be adjusted described in the automatic outer call business is played, to carry out phase
The step of answering the adjustment of service parameter, including：
When the talkthrough with the external user terminal, a section voice broadcast is brought in broadcasting into；
The response message of external user terminal feedback is monitored, if the response message is audio response message, to be described
IVR self-assisted voice response programs under external user terminal access intelligent sound pattern；If the response message is button response
Information, then the IVR self-assisted voice response programs accessed for the external user terminal under keystroke pattern；
Wherein, the IVR self-assisted voice responses program under the intelligent sound pattern has the first interaction flow and can carry out language
Sound identifies that the IVR self-assisted voice responses program under the keystroke pattern has the second interaction flow and can carry out recognition by pressing keys.
4. according to the method for claim 3, it is characterised in that in the response for monitoring the external user terminal feedback
Information, if the response message is audio response message, for the IVR under external user terminal access intelligent sound pattern
Self-assisted voice response program；If the response message is button response message, button mould is accessed for the external user terminal
After the step of IVR self-assisted voice response programs under formula, in addition to：
In self-service interaction, whether the information type of response message of the external user terminal feedback is monitored with currently connecing
The pattern of the IVR self-assisted voices response program entered is consistent, if it is not, then switching the IVR self-assisted voices response program
Pattern, and using the identification of the IVR self-assisted voices response program progress response message after switching, until service parameter
Adjustment is completed.
5. according to the method for claim 2, it is characterised in that when when the talkthrough with the external user terminal,
IVR self-assisted voices response program corresponding to type of service to be adjusted described in the automatic outer call business is played, it is corresponding to carry out
After the step of adjustment of service parameter, in addition to：
After exhaling end of conversation outside, each described automatic outer call task is marked according to the message registration of the automatic outer call task
Task status, wherein, the task status includes success status and non-successful state；
Obtain the priority scoring of the automatic outer call task of the non-successful state；
Priority scoring is transferred into manual calling platform more than the automatic outer call task of predetermined threshold value to carry out outside artificial
Exhale.
6. a kind of bank card business parameter adjustment controls, it is characterised in that described device includes：
Transaction data monitoring module, for monitoring the bank card business dealing data flow of user；
Automatic outer call task generation module, the transaction data of Fail Transaction field is carried in the Trade Data Stream for screening,
Automatic outer call task corresponding to each transaction data filtered out is generated, wherein, the automatic outer call task includes waiting to adjust
Whole type of service and outgoing call user profile；
Order module, for carrying out priority ranking, generation automatic outer call priority row to the automatic outer call task of generation
Table；
Outgoing call module, for reading the automatic outer call task in the automatic outer call priority list in order, and call institute
State the external user terminal indicated by the outgoing call user profile in automatic outer call task；
The self-service interactive modules of IVR, for when the talkthrough with the external user terminal, playing the automatic outer call business
Described in IVR self-assisted voices response program corresponding to type of service to be adjusted, to carry out the adjustment of corresponding service parameter.
7. device according to claim 6, it is characterised in that the order module, be additionally operable to according to the industry to be adjusted
Service type and the outgoing call user profile calculate the priority scoring of the automatic outer call task；According to the priority of calculating
Scoring carries out priority ranking to the automatic outer call task, generates automatic outer call priority list, wherein, the priority is commented
Point higher, the sequence in the automatic outer call priority list is more forward.
8. device according to claim 6, it is characterised in that the self-service interactive modules of IVR, including：
A section voice playing module is brought into, for when the talkthrough with the external user terminal, broadcasting to be brought a section voice into and broadcast
Report；
IVR mode determining module, for monitoring the response message of the external user terminal feedback, if the response message is language
Sound response message, then the IVR self-assisted voice response programs accessed for the external user terminal under intelligent sound pattern；It is if described
Response message is button response message, then the IVR self-assisted voice response journeys accessed for the external user terminal under keystroke pattern
Sequence；
Wherein, the IVR self-assisted voice responses program under the intelligent sound pattern has the first interaction flow and can carry out language
Sound identifies that the IVR self-assisted voice responses program under the keystroke pattern has the second interaction flow and can carry out recognition by pressing keys.
9. device according to claim 6, it is characterised in that the self-service interactive modules of IVR, in addition to：
IVR mode handover module, the response message fed back in self-service interaction, monitoring the external user terminal
Whether information type is consistent with the pattern for the IVR self-assisted voices response program being currently accessed, if it is not, then described in switching
The pattern of IVR self-assisted voice response programs, and carry out the response letter using the IVR self-assisted voices response program after switching
The identification of breath, until service parameter adjustment is completed.
10. device according to claim 7, it is characterised in that described device also includes：
Task status mark module, after exhaling end of conversation outside, marked according to the message registration of the automatic outer call task
The task status of each automatic outer call task, wherein, the task status includes success status and non-successful state；
Manual calling module, the priority scoring of the automatic outer call task for obtaining the non-successful state, will
The priority scoring is transferred to manual calling platform more than the automatic outer call task of predetermined threshold value and carries out artificial outgoing call.
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| CN108965620A (en) * | 2018-08-24 | 2018-12-07 | 杭州数心网络科技有限公司 | A kind of artificial intelligence call center system |
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| CN109698875A (en) * | 2018-08-27 | 2019-04-30 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109862195A (en) * | 2018-12-01 | 2019-06-07 | 杨耿 | Intelligent sound calling system and method based on information automatic error-correcting |
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| CN108965620A (en) * | 2018-08-24 | 2018-12-07 | 杭州数心网络科技有限公司 | A kind of artificial intelligence call center system |
| CN109698875A (en) * | 2018-08-27 | 2019-04-30 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109474754A (en) * | 2018-10-11 | 2019-03-15 | 平安科技（深圳）有限公司 | Method, apparatus, computer equipment and the storage medium of hotline Voice Navigation |
| CN109862195A (en) * | 2018-12-01 | 2019-06-07 | 杨耿 | Intelligent sound calling system and method based on information automatic error-correcting |
| CN109873913B (en) * | 2019-01-10 | 2020-12-22 | 上海言通网络科技有限公司 | Robot voice call charging method and charging system thereof |
| CN109873913A (en) * | 2019-01-10 | 2019-06-11 | 上海言通网络科技有限公司 | Robot voice call meters method and its charge system |
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| CN112003987A (en) * | 2020-08-26 | 2020-11-27 | 证通股份有限公司 | Outbound scheduling device and outbound scheduling method |
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| CN112399021A (en) * | 2020-11-03 | 2021-02-23 | 中国平安人寿保险股份有限公司 | Voice call data processing method and device, computer equipment and storage medium |
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| CN113379325B (en) * | 2021-07-06 | 2024-12-17 | 中国工商银行股份有限公司 | Risk control processing method and apparatus |
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