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Call center seat supported telephone intelligent call-out method and intelligent call center system

A technology of call center and call system, applied in the direction of telephone communication, electrical components, automatic switching office, etc., to achieve the effect of improving interactive experience and communication efficiency, improving agent efficiency, and improving user satisfaction

Active Publication Date: 2020-11-03
南京易米云通网络科技有限公司
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  • Abstract
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AI Technical Summary

Problems solved by technology

[0005] The purpose of the present invention is to provide a call center seat support telephone intelligent outbound method and an intelligent call center system, to solve the problem that intelligent outbound robots can only replace manual processing of simple tasks, and there is no technology that will integrate predictive outbound calls with intelligent robots Problems and defects, improving the efficiency of call center telemarketing

Method used

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  • Call center seat supported telephone intelligent call-out method and intelligent call center system
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  • Call center seat supported telephone intelligent call-out method and intelligent call center system

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Embodiment Construction

[0042] The present invention will be further described below in conjunction with the accompanying drawings and specific embodiments.

[0043]The intelligent call center system of the present invention is a software call system, which operates a software program compiled according to the call center seat support telephone intelligent outbound method, such as figure 1 , 2 Shown, the call center seat of the present invention supports the telephone intelligent outbound method, comprises the following steps:

[0044] 1. Initiate predictive outbound call service: It is used to initiate outbound call tasks in batches. By automatically initiating a large number of outbound calls, the dialing efficiency of agents can be greatly improved. For situations such as empty number, downtime, and user rejection, the predictive outbound service can realize automatic filtering without manual intervention. Some low-efficiency preliminary screening tasks are handed over to the system, which saves...

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Abstract

The invention discloses a call center seat supported telephone intelligent call-out method and an intelligent call center system. The intelligent call center system is a software call system, and thecall center seat supported telephone intelligent call-out method is operated. The intelligent voice robot can flexibly set artificial seat transferring conditions in a preset verbal skill scene, judgethe state of the artificial seat, implement conditional transferring operation and actively transfer a conversation to the artificial seat most suitable for answering the conversation under the condition that the artificial seat is idle. Once the transfer is successful, the robot exits from the call flow, and prepares to automatically access the next call. After a client answers an incoming call,when the client is switched to a robot seat and then switched to a manual seat, the client is switched without perception, and intelligent call-out and automatic switching are realized. In the wholeconversation process, the interaction experience and the communication efficiency are improved.

Description

technical field [0001] The invention relates to a method for a call center seat to support an intelligent outbound call and an intelligent call center system, belonging to the technical field of communication equipment. Background technique [0002] Artificial intelligence technology has developed rapidly in recent years, and the conditions for applying artificial intelligence technology to voice communication are becoming more and more mature. This mainly includes core technologies such as speech recognition technology (ASR), natural language understanding (NLU), multi-round dialogue (DM), natural language generation (NLG) and text-to-speech (TTS). Through the use of the above technology, the intelligent voice outbound robot has gradually entered the market as a product that can partially replace the manual agent for outbound calls. The intelligent voice outbound robot can automatically make an outbound call, and initiate a call with the customer after connecting with the c...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
CPCH04M3/51H04M3/5166H04M3/5191
Inventor 周立汪聪任语李传虎
Owner 南京易米云通网络科技有限公司
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