CN116437008A - User call processing method, device, equipment and medium - Google Patents

Abstract

The present invention relates to the field of data processing technologies, and in particular, to a method, an apparatus, a device, and a medium for processing a user call. The method of the invention comprises the following steps: receiving traffic events generated during a user call; identifying a type of the traffic event and generating traffic data; based on the type of the traffic data, the traffic data is converted into traffic data by using a corresponding traffic rule. The invention can shorten the data processing time by collecting the user incoming call data and the interaction information in real time, can analyze and normalize the user incoming call data and the interaction information under the high concurrent call scene, ensures the data integrity, and can match the user incoming call data and the interaction information with business rules under the high concurrent call scene to restore the user interaction process.

Description

User call processing method, device, equipment and medium

technical field

The present invention relates to the technical field of data processing, in particular to a user call processing method, device, equipment and medium.

Background technique

The Remote Intelligent Banking Center (referred to as "Farbank Center") is an important bridge between banks and customers, and plays a very important role in customer service. Among them, telephone banking is one of the main ways that Farbank Center provides services to customers. one.

For customer calls, traditional call centers generally can only record the log flow, and then provide business personnel with basic call records or reports after the event. However, the log flow information is scattered, and it is impossible to visually display customer interaction information. The business personnel cannot know the detailed interaction track after the customer calls, and the business personnel can only query the call records after the customer call ends, and cannot analyze the current call situation in real time. In addition, due to Business personnel do not have a comprehensive view of the customer service journey, so they cannot quickly and accurately locate problems when customers complain or disagree with the service.

Therefore, there is an urgent need for a user call processing solution to provide business personnel with a real-time panoramic view of the customer service journey, effectively improve the customer service level and operation management level of the Far Bank Center, and enhance customer service experience.

Contents of the invention

The purpose of the present invention is to provide a user call processing method, device, equipment, and medium. By collecting user incoming call data and interactive information in real time, the data processing time can be shortened, and the user incoming call data and interactive information can be analyzed and analyzed in a high concurrent call scenario. Integrate and process to ensure data integrity, and match user call data and interaction information with business rules in high-concurrency call scenarios to restore the user interaction process.

The invention discloses a user call processing method, the method comprising:

receiving a traffic event generated during a user call, wherein the traffic event includes one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event;

identifying the type of traffic event and generating traffic data;

Based on the type of the traffic data, the traffic data is converted into business data by using corresponding business rules, wherein the business rules include one or more of a self-service voice menu library and a human agent skill mapping relationship, And wherein, the service data includes one or more of the call serial number, call start time, caller number, menu key track, call time transferred to artificial voice, queuing waiting time, agent skills and call end time.

Optionally, the method further includes, after generating the traffic data, storing the traffic data in a database, and updating the total number of traffic data and the storage path, wherein one traffic event corresponds to one traffic event business data.

Optionally, the method further includes extracting a plurality of traffic data in batches from the database and loading them into a cache queue, and distributing the plurality of traffic data to multiple threads so that the multiple A traffic data is converted into multiple service data, wherein the traffic data belonging to the same call serial number is distributed to the same thread.

Optionally, the method further includes, after converting the traffic data into the service data, loading the service data into the cache queue, and storing the service data in the database .

Optionally, the method further includes tracking the processing state of each traffic data in the database, and clearing the traffic data in the processed state when the total amount of the traffic data exceeds a capacity threshold, wherein, in After the service data is stored in the database, the processing status of the corresponding traffic data is updated to a processed status.

Optionally, the method further includes, in response to a query request, retrieving corresponding service data from the database.

The invention discloses a user call processing device, which includes:

A collection unit, configured to receive a traffic event generated during a user call, wherein the traffic event includes one of a self-service voice call start event, a self-service voice call end event, an artificial voice call start event, and an artificial voice call end event or more, and used to identify the type of traffic event and generate traffic data;

The processing unit is configured to convert the traffic data into business data by using corresponding business rules based on the type of the traffic data, wherein the business rules include the mapping relationship between the self-service voice menu library and the human agent skills One or more, and wherein, the service data includes one or more of the call serial number, call start time, caller number, menu key track, call time transferred to artificial voice, queuing waiting time, agent skills and call end time indivual.

Optionally, the device further includes a management unit, configured to maintain the business rules.

Optionally, the device further includes a retrieval unit, configured to retrieve corresponding service data from the database in response to the query request.

The present invention discloses a computer device, which includes a memory storing computer-executable instructions and a processor configured to execute the instructions to implement the user call processing method described above.

The present invention discloses a computer storage medium encoded with a computer program, the computer program including instructions executed by a computer to implement the user call processing method described above.

The present invention discloses a computer program product, the computer program product includes computer instructions, and when the computer instructions are executed, the user call processing method described above is implemented.

The present invention compares with prior art, and main difference and effect thereof are:

The present invention enables service personnel to query the track of the user's incoming call in real time from the time the user enters the line, identify abnormal calls or adjust the operation strategy, and can also comprehensively and accurately analyze the track of the user's incoming call after the user's call is over, and explore solutions to improve user experience. When encountering user complaints or doubts, you can quickly check the user's call track, and assist in the work of comforting users and answering business questions.

Description of drawings

Fig. 1 is a schematic diagram of an application scenario according to the present invention;

Fig. 2 is a flowchart of the user call processing method according to the present invention;

3 is a block diagram of a user call processing device according to the present invention;

Figure 4 is a schematic diagram of a computer device according to the invention.

Detailed ways

In order to make the purpose and technical solutions of the embodiments of the present invention more clear, the technical solutions of the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings of the embodiments of the present invention. Apparently, the described embodiments are some, not all, embodiments of the present invention. Based on the described embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

The acquisition, storage, use, and processing of data in the technical solutions disclosed in the various embodiments of the present application all comply with the relevant provisions of national laws and regulations.

Fig. 1 is a schematic diagram of an application scenario according to the present invention.

As shown in FIG. 1 , a user may send a user call to a call center 102 via a user device 101 . There may be one or more user equipments 101, and the number of user equipments 101 should not be used as a limitation of this application. The user equipment 101 may be a computer equipment such as a smart phone, a tablet computer, a notebook computer, or a desktop computer, and has computing capabilities, input and output functions, and network connection functions.

Call center 102 may receive user calls from users and may generate a series of traffic events during user calls. The call center 102 may be a single server device, or a server cluster, cloud server, and other computer devices capable of providing external application services.

The traffic event refers to the original process event that occurs during the call after the user enters the line. Generally speaking, each call can generate an average of 30 to 40 traffic events.

In an embodiment, the traffic event may include one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event.

It can be understood that the self-service voice call can be realized through an interactive voice response (Interactive Voice Response, IVR) system, and during the self-service voice call, the user can select the self-service voice call through an input component (such as a button, etc.) on the user equipment 101. Menu (such as the first floor incoming line menu, etc.).

It can be understood that artificial voice calls can be realized through artificial seats, and during artificial voice calls, different artificial seats can have different agent skills (such as accounting transaction functions, business consulting functions, and complaint and suggestion functions, etc.).

The user call processing device 103 can communicate with the call center 102 via the network, and can receive a series of traffic events pushed by the call center 102 in real time after the user enters the line. The user call processing device 103 may be a single server device, or may be a server cluster, a cloud server, and other computer devices equipped with external application services.

In one embodiment, the user call processing device 103 can register the message service with the call center 102, so that the message subscription-publishing mechanism can be used to collect traffic events in real time.

Then, the user call processing device 103 can preprocess the traffic event, and write the traffic event into the traffic data to ensure data security. In this way, the user call processing device 103 can use the mechanism of disconnection and reconnection Stay connected.

In one embodiment, traffic data may be in the form of data encoding.

In addition, the user call processing device 103 can analyze the traffic data, and convert the traffic data into business data recognizable by business personnel according to business rules.

In one embodiment, the business rules may include one or more of the self-service voice menu library and the human agent skill mapping relationship, etc., and the business data may include the call serial number, call start time, calling number, menu button track, transfer One or more of artificial voice call time, queuing waiting time, agent skills, call end time, etc.

In one embodiment, the data code can be extracted from the traffic data, and the matching service data can be found according to the business rules, for example, the data code R01 matches the first-level incoming line menu of the self-service voice menu.

Finally, the user call processing device 103 may store the service data into a database. The user's call track information in each link can form a complete business interaction record and store it in the database, so that business personnel can retrieve corresponding business data from the database.

In one embodiment, the business data is first loaded into the cache queue, so that even if the connection to the database is disconnected, the database can be updated after the database is reconnected.

The present invention enables service personnel to query the track of the user's incoming call in real time from the time the user enters the line, identify abnormal calls or adjust the operation strategy, and can also comprehensively and accurately analyze the track of the user's incoming call after the user's call is over, and explore solutions to improve user experience. When encountering user complaints or doubts, you can quickly check the user's call track, and assist in the work of comforting users and answering business questions.

Fig. 2 is a flow chart of the user call processing method according to the present invention.

As shown in Figure 2, the user call processing method 200 may include:

In step S201, a traffic event generated during a user call is received.

As described above, after the user joins the line, he can receive a series of traffic events pushed by the call center in real time. In one embodiment, the message service can be registered with the call center, so that the message subscription-publishing mechanism can be used to collect traffic events in real time. By collecting user call data and interaction information in real time, the data processing time can be shortened.

The traffic event may include one or more of a self-service voice call start event, a self-service voice call end event, an artificial voice call start event, an artificial voice call end event, and the like. It can be understood that, according to actual needs, the traffic event may also include more or fewer events, which is not limited here.

In step S202, the type of traffic event is identified, and traffic data is generated.

Continuing with the above example, the type of the traffic event may be one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event. After identifying the type of the traffic event, the traffic event can be formatted, such as writing the traffic event into the traffic data in the form of data encoding.

After the traffic data is generated, the traffic data can be stored in a database. By writing the traffic data into the local storage, the data security can be guaranteed, so that even if the connection with the call center is disconnected, the subsequent data processing process will not be affected. In addition, the total number of traffic data and the storage path can be updated, wherein one traffic event corresponds to one traffic data.

In step S203, based on the type of the traffic data, the traffic data is converted into service data by using the corresponding business rules.

Multiple traffic data can be extracted from the database in batches and loaded into the cache queue. In addition, multiple effective traffic data can be filtered out based on the type of traffic data. Multiple traffic data can be distributed to multiple threads to convert multiple traffic data into multiple business data, so that user incoming call data and interaction information can be analyzed and organized in high concurrent call scenarios to ensure The data is complete. By hashing the unique call serial number of the user's incoming line, the traffic data under the same call serial number can be distributed to the same thread, that is, the data files of the same call are processed by the same thread, thus ensuring data integrity .

As described above, each thread can extract data codes from traffic data and find matching business data according to business rules, so that user call data and interaction information can be matched with business rules in high concurrent call scenarios. Restore user interaction process. In one embodiment, business data may be in the form of key-value pairs for storage.

Business rules can be maintained daily, and can include one or more of the self-service voice menu library and artificial agent skill mapping relationship, etc., and business data can include call serial number, call start time, calling number, menu button track, transfer One or more of artificial voice call time, queuing waiting time, agent skills, call end time, etc. For example, the call start time can be analyzed from the traffic data generated by the self-service voice call start event, the call time can be analyzed from the traffic data generated by the artificial voice call start event, and the artificial voice call end event The call end time and the like can be analyzed from the generated traffic data.

After the traffic data is converted into business data, the business data can be loaded into the cache queue first, and then the business data can be stored in the database, so that even if the connection with the database is disconnected, the database can be updated after the database is reconnected.

If the first traffic event in a call is being processed, the service data can be directly loaded into the cache queue and inserted into the database synchronously; otherwise, it can be determined first whether the call information already exists in the cache queue, and then the database can be determined Whether the related record already exists in . If they all exist, the processed business data can be extracted from the database and loaded into the cache queue first, and merged and updated with the new business data, and then put into the warehouse, so that the user's call track information in each link can form a complete The business interaction is recorded and stored in the database.

After the traffic data is stored in the database, the processing status of each traffic data in the database can be tracked, and after the traffic data is stored in the database, the processing status of the corresponding traffic data can be updated as processed state. When the total amount of traffic data exceeds the capacity threshold, the traffic data in the processed state can be cleared, so as to ensure that new data is not lost, and after clearing, the total number of traffic data and the storage path can be updated.

The above steps can be repeated until the call ends, thereby completing the recording of the user's incoming call track.

In response to a query request, corresponding business data can be retrieved from the database. After entering the warehouse, business personnel can view detailed user call trace information in real time, and support the analysis of user call patterns and user call traces.

The present invention enables service personnel to query the track of the user's incoming call in real time from the time the user enters the line, identify abnormal calls or adjust the operation strategy, and can also comprehensively and accurately analyze the track of the user's incoming call after the user's call is over, and explore solutions to improve user experience. When encountering user complaints or doubts, you can quickly check the user's call track, and assist in the work of comforting users and answering business questions.

Fig. 3 is a block diagram of a subscriber call processing device according to the present invention.

As shown in Figure 3, the user call processing device 300 may include:

A collection unit 301, configured to receive traffic events generated during a user call, and to identify types of traffic events, and generate traffic data;

The processing unit 302 is configured to convert the traffic data into service data by using corresponding business rules based on the type of the traffic data.

In an embodiment, the user call processing apparatus 300 may further include a management unit 303 for maintaining business rules.

In an embodiment, the user call processing apparatus 300 may further include a retrieval unit 304, configured to retrieve corresponding service data from a database in response to a query request.

The implementation manner described in detail above with reference to FIG. 2 is a method implementation manner corresponding to this implementation manner, and this implementation manner can be implemented in cooperation with the above-mentioned implementation manner. The relevant technical details mentioned in the foregoing implementation manners are still valid in this implementation manner, and will not be repeated here in order to reduce repetition. Correspondingly, the relevant technical details mentioned in this implementation manner may also be applied in the foregoing implementation manners.

Figure 4 is a schematic diagram of a computer device according to the invention. The details will be described below in conjunction with FIG. 4 .

Device 400 may include one or more processors 402, system control logic 408 coupled to at least one of processors 402, system memory 404 coupled to system control logic 408, non-volatile memory coupled to system control logic 408 (NVM) 406 , and a network interface 410 connected to the system control logic 408 .

Processor 402 may include one or more single-core or multi-core processors. Processor 402 may include any combination of general purpose processors and special purpose processors (eg, graphics processors, application processors, baseband processors, etc.). In the embodiments herein, the processor 402 may be configured to execute one or more embodiments according to various embodiments as shown in FIG. 2 .

In some embodiments, system control logic 408 may include any suitable interface controller to provide any suitable interface to at least one of processors 402 and/or any suitable device or component in communication with system control logic 408 .

In some embodiments, system control logic 408 may include one or more memory controllers to provide an interface to system memory 404 . System memory 404 can be used to load and store data and/or instructions. Memory 404 of device 400 may in some embodiments include any suitable volatile memory, such as a suitable dynamic random access memory (DRAM).

NVM/memory 406 may include one or more tangible, non-transitory computer-readable media for storing data and/or instructions. In some embodiments, NVM/memory 406 may include any suitable non-volatile memory such as flash memory and/or any suitable non-volatile storage device, such as HDD (Hard Disk Drive, hard disk drive), CD (Compact Disc , CD) drive, at least one of DVD (Digital Versatile Disc, Digital Versatile Disc) drive.

NVM/memory 406 may comprise a portion of storage resources installed on a device of device 400, or it may be accessed by, but not necessarily part of, the device. For example, NVM/storage 406 may be accessed over a network via network interface 410 .

In particular, system memory 404 and NVM/storage 406 may include, respectively, temporary and permanent copies of instructions 420 . The instructions 420 may include instructions that when executed by at least one of the processors 402 cause the device 400 to implement the method as shown in FIG. 2 . In some embodiments, instructions 420 , hardware, firmware, and/or software components thereof may additionally/alternatively reside in system control logic 408 , network interface 410 and/or processor 402 .

The network interface 410 may include a transceiver for providing a radio interface for the device 400 to communicate with any other suitable devices (such as front-end modules, antennas, etc.) through one or more networks. In some embodiments, network interface 410 may be integrated with other components of device 400 . For example, network interface 410 may be integrated into at least one of processor 402, system memory 404, NVM/storage 406, and a firmware device (not shown) with instructions, when at least one of processor 402 executes the When instructed, device 400 implements one or more of the various embodiments shown in FIG. 2 .

Network interface 410 may further include any suitable hardware and/or firmware to provide a multiple-input multiple-output radio interface. For example, network interface 410 may be a network adapter, a wireless network adapter, a telephone modem and/or a wireless modem.

In one embodiment, at least one of the processors 402 may be packaged with logic for one or more controllers of the system control logic 408 to form a system in package (SiP). In one embodiment, at least one of the processors 402 may be integrated on the same die with logic for one or more controllers of the system control logic 408 to form a system on chip (SoC).

Device 400 may further include: input/output (I/O) device 412 . I/O device 412 may include a user interface to enable a user to interact with device 400 ; peripheral component interfaces are designed to enable peripheral components to also interact with device 400 . In some embodiments, device 400 further includes sensors for determining at least one of environmental conditions and location information related to device 400 .

In some embodiments, the user interface may include, but is not limited to, a display (e.g., a liquid crystal display, a touch screen display, etc.), a speaker, a microphone, one or more cameras (e.g., a still image camera and/or a video camera), a flashlight (e.g., LED flash light) and keyboard.

In some embodiments, peripheral component interfaces may include, but are not limited to, non-volatile memory ports, audio jacks, and power interfaces.

In some embodiments, sensors may include, but are not limited to, gyroscope sensors, accelerometers, proximity sensors, ambient light sensors, and positioning units. The positioning unit may also be part of or interact with the network interface 410 to communicate with components of the positioning network, such as Global Positioning System (GPS) satellites.

It can be understood that, the structure shown in the embodiment of the present invention does not constitute a specific limitation on the computer device 400 . In some other embodiments of the present application, the computer device 400 may include more or fewer components than those shown, or some components may be combined, or some components may be separated, or different component arrangements may be made. The illustrated components can be realized in hardware, software or a combination of software and hardware.

Program code can be applied to input instructions to perform the functions described herein and generate output information. The output information may be applied to one or more output devices in known manner. For the purposes of this application, a processing system includes any system having a processor such as, for example, a digital signal processor (DSP), microcontroller, application specific integrated circuit (ASIC), or microprocessor.

The program code can be implemented in a high-level procedural language or an object-oriented programming language to communicate with the processing system. Program code can also be implemented in assembly or machine language, if desired. In fact, the mechanisms described in this paper are not limited in scope to any particular programming language. In either case, the language may be a compiled or interpreted language.

One or more aspects of at least one embodiment can be implemented by representative instructions stored on a computer-readable storage medium, the instructions representing various logic in a processor, the instructions, when read by a machine, cause the machine to make Logic that implements the techniques described herein. These representations, referred to as "IP cores," may be stored on a tangible computer-readable storage medium and provided to various customers or production facilities for loading into the fabrication machines that actually manufacture the logic or processor.

Claims (12)

1. A method of user call processing, the method comprising:

receiving a traffic event generated during a user call, wherein the traffic event comprises one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event;

identifying a type of the traffic event and generating traffic data;

based on the type of the traffic data, converting the traffic data into traffic data by using a corresponding traffic rule, wherein the traffic rule comprises one or more of a self-service voice menu library and a manual seat skill mapping relation, and wherein the traffic data comprises one or more of a call running number, a call starting time, a calling number, a menu key track, a manual voice call transferring time, a queuing waiting time, a seat skill and a call ending time.

2. The method of claim 1, further comprising, after generating the traffic data, storing the traffic data in a database, and updating a total number of traffic data and a storage path, wherein one traffic event corresponds to one traffic data.

3. The method of claim 2, further comprising fetching a plurality of traffic data from the database in batches and loading into a cache queue, and distributing the plurality of traffic data to a plurality of threads to convert the plurality of traffic data to a plurality of traffic data, wherein traffic data belonging to a same call flow number is distributed to a same thread.

4. A method according to claim 3, further comprising, after converting the traffic data to the traffic data, loading the traffic data into the cache queue and storing the traffic data in the database.

5. The method of claim 4, further comprising tracking a processing state of each traffic data in the database and clearing the processed state of the traffic data when the total number of traffic data exceeds a capacity threshold, wherein the processing state of the corresponding traffic data is updated to the processed state after storing the traffic data in the database.

6. The method of claim 5, further comprising, in response to a query request, retrieving corresponding business data from the database.

7. A user call processing apparatus, the apparatus comprising:

an acquisition unit for receiving traffic events generated during a user call, wherein the traffic events include one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event, and for identifying a type of the traffic event and generating traffic data;

the processing unit is used for converting the telephone traffic data into service data by utilizing a corresponding service rule based on the type of the telephone traffic data, wherein the service rule comprises one or more of a self-service voice menu library and an artificial seat skill mapping relation, and the service data comprises one or more of a call serial number, a call starting time, a calling number, a menu key track, a manual voice call transferring time, a queuing waiting time, a seat skill and a call ending time.

8. The apparatus of claim 7, further comprising a management unit to maintain the business rules.

9. The apparatus of claim 7, further comprising a retrieval unit for retrieving corresponding business data from a database in response to a query request.

10. A computer device comprising a memory storing computer executable instructions and a processor configured to execute the instructions to implement the user call processing method of any one of claims 1 to 6.

11. A computer storage medium encoded with a computer program, characterized in that the computer program comprises instructions that are executed by a computer to implement the user call processing method according to any one of claims 1 to 6.

12. A computer program product, characterized in that it comprises computer instructions which, when executed, implement the user call processing method according to any of claims 1 to 6.

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