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The call center agent supports telephone intelligent outbound method and intelligent call center system

A call center, intelligent technology, applied in the direction of telephone communication, electrical components, subscriber special services, etc., to achieve the effect of improving agent efficiency, improving user satisfaction, interactive experience and communication efficiency

Active Publication Date: 2021-11-16
南京易米云通网络科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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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  • The call center agent supports telephone intelligent outbound method and intelligent call center system
  • The call center agent supports telephone intelligent outbound method and intelligent call center system
  • The call center agent supports telephone intelligent outbound 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 method for a call center seat to support an intelligent outbound call by telephone and an intelligent call center system. The intelligent call center system is a software call system, and the method for operating the call center seat to support an intelligent outbound call by telephone is adopted. The present invention adopts a predictive outbound call , the intelligent voice robot can flexibly set the conditions for transferring to the artificial agent in the preset speech scene, and judge the state of the artificial agent, implement conditional transfer operation, and actively transfer the conversation to the most suitable agent when the artificial agent is idle. The human agent who answers the call. Once the transfer is successful, the robot exits the call process and prepares to automatically connect to the next call. After the customer answers the call, when the customer is transferred to the robot agent and then transferred to the human agent, the customer does not perceive the switch, realizing intelligent outbound calls and automatic switching. During the entire call process, the interactive experience and 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 Patents(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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