CN112232841A

CN112232841A - Telephone and technology interaction process suitable for automatic prompting of resident electric charge

Info

Publication number: CN112232841A
Application number: CN202011235869.6A
Authority: CN
Inventors: 徐晓春; 唐文斌; 朱娟; 范添翼; 洪春; 王聪; 范宇玲; 马舒晶; 杨永成; 张汉猛; 张军; 刘洋
Original assignee: Nantong Power Supply Co of State Grid Jiangsu Electric Power Co Ltd; Jiangsu Electric Power Information Technology Co Ltd
Current assignee: Nantong Power Supply Co of State Grid Jiangsu Electric Power Co Ltd; Jiangsu Electric Power Information Technology Co Ltd
Priority date: 2020-11-09
Filing date: 2020-11-09
Publication date: 2021-01-15

Abstract

The invention discloses a telephone interactive process suitable for automatic prompt payment of resident electric charge, S1: establishing a timing task in an outbound system, and utilizing FREESWITCH to be in butt joint with an operator through a voice gateway to make a call to a customer; s2: processing the maintained call payment by voice synthesis technology, and broadcasting the natural language; s3: the conversational guidance of the client is realized through the design of a conversational interaction flow; s4: the words spoken by the clients are recognized and processed through a voice recognition technology, converted into machine language, and processed through a series of technologies such as semantic understanding, knowledge base content matching and the like, so that the answers of the clients are understood. The invention realizes free conversation between the outbound robot and the client, independent question answering, client payment and client question answering by automatic collection and interaction process, and quick, professional and objective response, thereby greatly improving working efficiency and releasing manual work from repeated work.

Description

Telephone and technology interaction process suitable for automatic prompting of resident electric charge

Technical Field

The invention relates to a conversation interaction process suitable for automatic prompt payment of resident electric charges.

Background

With the continuous development of science and technology, most links of the electric charge recovery work are as follows: the automatic and intelligent meter reading, accounting, charging, accounting and the like are basically realized, and the unique charge urging link is still developed by depending on a manual mode. After the bank withholds and the short message is used for collection, a large number of resident defaulting customers still exist, the resident defaulting customers need to ask the personnel to make a call, get to the door for collection, send to a collection prompting notice book and the like, the efficiency is low, and the service risk is large. The traditional manual charge urging mode is not only used for spending a large amount of manpower and material resources, but also can affect the charge urging effect due to external factors, working pressure, working mood and the like, and can affect the high-quality service image of a company due to inappropriate charge urging mode, unsmooth communication with customers and the like. In addition, how to quickly, professionally and objectively answer various puzzles and questions posed by residential customers in the call process is also influenced by the service level of the charged personnel and the personal reaction capability.

Under the construction background of a modern service system, enterprises take operational benefits and high-quality services as mainlines, so that the business is more accurate, better and more efficient, and the current traditional charge-urging mode is converted by means of an artificial intelligent voice technology to realize intelligent communication interaction with customers.

In summary, there is no interactive call process suitable for automatic payment of resident electric charges.

Disclosure of Invention

The invention aims to provide a telephone interactive process suitable for automatic charging of resident electric charges, so as to solve the technical problems of low working efficiency, long consumed time, easy error and easy mishap in the charging process of the resident electric charges; aiming at various and odds or problems which are provided by the client and are strange, the client can quickly, professionally and vividly answer, and the high-quality service experience of the client is improved.

The technical solution of the invention is as follows:

the invention relates to an intelligent speech interaction process applicable to a speech charge prompting conversation process, which comprises a fixed process and a general FAQ; fixed flow nodes jump in sequence, and guide a customer to commit to pay while informing of arrearage information; the general FAQ questions are answered according to a fixed template and an intelligent conversation aiming at random questions of the customers; the overall reference to the frame is as follows:

s1, establishing a timing task in the outbound system, and connecting FREESWITCH with the operator through a voice gateway to make a call to the customer;

s2, processing the maintained call-up fee by a voice synthesis technology, and broadcasting the native language;

s3 realizes the conversational guidance of the client through the design of the conversational interaction flow;

s4 identifies the words spoken by the client through the voice identification technology, converts the words into machine language, and realizes the understanding of the client answers after a series of technical processing such as semantic understanding and knowledge base content matching.

The phone-technology interaction process for automatically urging the resident to collect the electric charge comprises the following steps:

s1 opening a scene to explain the intention with the client and confirm the identity;

s2, negotiating with the client for payment;

s3 recalling the client and persuading the client to pay the fee;

s4 customer other questions to answer;

s5 hangs up the confirmation, and terminates the session.

The specific steps of S1 are as follows:

s11, opening a list of robot identities, confirming the identity of a client, and inquiring whether the client is an owner of the XXX address;

defining: the owner, owner's immediate relatives are called affirmatively.

S12 if the customer answers positively, proceed to step S2 to start negotiation payment;

defining: negation is subdivided into 4 categories (positive negation, house rental sales, owner relatives or friends, fuzzy answers).

S131, if the customer definitely answers negatively, the result shows sorry and the call is hung up;

s132, if the client shows that the house is rented or sold, the process is transferred to house renting/selling and then broadcast, and then hang up;

s133, if the client indicates that the client is a relative or friend of the owner, the process is transferred to a house of the relative or friend;

s134, if the client answers in a fuzzy way and cannot identify the identity, asking if the client is a family or a friend of the homeowner (limited to one time);

if the answer at S14 is positive, proceed to step S2 to start negotiation of payment.

The specific steps of S2 are as follows:

s21 broadcasts the arrearage amount of the current owner, and negotiates to ask the owner to pay in time;

s22, if the owner indicates that the fee has been paid, making an end word 2;

s23, if the owner shows negative or refuses to pay for various reasons, go to step S3;

s24, if the owner represents the promised payment, making the finish 3;

if the owner indicates that there is a question about the electricity fee or the amount of electricity, S25 provides an end word of 4.

The specific steps of S3 are as follows:

s31 prompting the client that the electric charge is overdue, the power supply is suspended after the end of the month, inconvenience is brought to life, and the user also needs to pay the electric charge in time;

s32, if the customer shows negative or refuses to pay for various reasons, then carrying out ending language 1;

s33, if the customer shows the promised payment, making the finish 3;

s34, if the customer shows that the payment is made, making an end word 2;

s35, if the customer shows that the electricity charge or the electricity quantity is questioned, carrying out an end word 4;

some of the problems with S4 are specifically as follows:

s401, if the client indicates that the user wants to listen again, the arrearage information is broadcasted again;

s402, if the client indicates to wait for a little, replying to 'good', and then waiting for the client to speak;

s403, if the customer indicates that there is a question to ask, replying to 'good, you ask';

s404, if the customer does not hear clearly, inquiring the amount of the electric charge, and then broadcasting the amount owed by the customer again;

s405, if the customer has a question about the amount of the electric charge, prompting that the electric charge of the customer is calculated according to the actual electric meter, if the customer has a question, contacting a customer manager, broadcasting the customer manager to the customer through a telephone, and sending a short message to the customer;

s406, if the customer inquires about what company the customer is, prompting that the customer is a power supply company, and the call is an electric charge payment reminding;

s407, if the customer indicates that the telephone is received, sorry is indicated, the customer is continuously reminded that the arrearage is not cleared, if the customer is in question, the customer manager can be contacted, the telephone of the customer manager is broadcasted to the customer, and a short message can be sent to the customer;

s408, if the customer indicates that the calculation rule of the default money is inquired, prompting the customer that the algorithm of the default money is definitely agreed, and broadcasting the calculation rule of the default money of the resident electric charge.

S409, if the client inquires the own account number, the client account number is broadcasted once, and the client is prompted to record;

s410, if the customer inquires about the result of the arrearage non-payment, the customer is prompted to stop power supply after a certain time if the customer is overdue, and default money can be generated, so that inconvenience is brought to life;

s411, if the customer inquires about the payment mode, the customer is informed to pay in a power supply business hall and also can transact withholding service in a bank; or entering a life payment page on the WeChat or payment treasure, selecting an 'electric charge' project, and inputting a house number for payment; if a question exists, the customer manager can be contacted, and the telephone of the customer manager can be broadcasted to the customer, and the customer can also be sent with a short message;

s412 if the client indicates that the client is busy, the client indicates sorry, the sorry is illustrated, and the client indicates to make a call later;

s413, if the client shows that the user is dysphoric or is considered to be a harassing call, the client is asked to calm down, the incoming call is good, and then the call is hung up after the apology is expressed;

s414 if the customer has a question of the caller, the intelligent electricity fee robot is the power supply company, and the intelligent electricity fee robot is used for preventing the late-stage electricity consumption call from being influenced by overdue arrearage and broadcasting the arrearage amount

S415, if the customer inquires about the address corresponding to the arrearage, the electricity utilization address and the arrearage amount are broadcasted, and timely payment is prompted;

s416, if the customer shows that the payment is failed, the customer is informed that any question can contact a customer manager in the payment process, and the customer manager is broadcasted to the customer by telephone and can also send short messages to the customer;

s417, if the customer inquires about the electricity utilization corresponding time, informing the customer that the electricity fee is X month electricity fee, and the electricity fee is X-2 and X-1 months electricity fee;

the concluding remarks are specifically as follows:

the user can thank you for listening if the finish language 1 is good;

the closing message 2 is thank you for you, and then later, you check your payment status in the background, wish to call happy, and see!

The closing message 3 is thank you for pleasure and you are happy and you see!

Finish 4 is such that we remind about the arrearage this time, if you have any question about the electricity consumption, we can consult the customer manager, and we will send the customer manager's phone to your mobile phone in a short message mode later. Thank you for listening, see again! (the short message is subsequently sent).

In addition, if the speech of the client can not be understood or the client does not speak, different prompting words are carried out in the first two times, and if the speech is carried out for three times continuously, the client is prompted to pay the arrearage of the electric charge in time, and in order to avoid the influence of electricity utilization, the client is contacted in the later period, and the call is hung up.

The invention solves the technical problems of low working efficiency, long consumed time, high possibility of error and high possibility of error occurrence in the process of prompting the collection of the electric charge of residents in the power industry, and can quickly, professionally and vividly answer when a customer proposes a doubt or problem, thereby improving the experience of high-quality service of the customer.

The invention realizes free conversation between the outbound robot and the client, independent question answering, client payment and client question answering by automatic collection and interaction process, and quick, professional and objective response, thereby greatly improving working efficiency and releasing manual work from repeated work.

In addition, the short message platform can be communicated with the interactive process, the arrearage information can be automatically sent to the client according to the client requirement, and the condition that the client forgets the arrearage information, the account number and the arrearage amount is avoided.

Drawings

The invention is further illustrated by the following figures and examples.

FIG. 1 is a schematic representation of the process of the present invention.

Fig. 2 is an open field white flow diagram.

Fig. 3 is a flow chart of negotiation payment.

Figure 4 is a retrieve client flow diagram.

FIG. 5 is a problem flow diagram.

Detailed Description

An intelligent conversation interactive process applicable to a voice charge prompting conversation process comprises a fixed process and a general FAQ; fixed flow nodes jump in sequence, and guide a customer to commit to pay while informing of arrearage information; the general FAQ questions are answered according to a fixed template and an intelligent conversation aiming at random questions of the customers; the overall reference to the frame is as follows:

s2, negotiating with the client for payment;

s3 recalling the client and persuading the client to pay the fee;

s4 customer other questions to answer;

s5 hangs up the confirmation, and terminates the session.

The specific steps of S1 are as follows:

defining: the owner, owner's immediate relatives are called affirmatively.

The specific steps of S2 are as follows:

s22, if the owner indicates that the fee has been paid, making an end word 2;

s24, if the owner represents the promised payment, making the finish 3;

The specific steps of S3 are as follows:

s33, if the customer shows the promised payment, making the finish 3;

s34, if the customer shows that the payment is made, making an end word 2;

some of the problems with S4 are specifically as follows:

the concluding remarks are specifically as follows:

the user can thank you for listening if the finish language 1 is good;

The closing message 3 is thank you for pleasure and you are happy and you see!

Claims

1. A speech interaction process applicable to the automatic reminder of resident electricity bills, it is characterized in that: comprise the following steps:

S1: Establish a timed task in the outbound call system, use FREESWITCH to connect with the operator through the voice gateway, and make calls to customers;

S2: The maintenance of the payment reminder is processed through speech synthesis technology, and the natural language is broadcast;

S3: Through the design of dialogue interaction process, it can realize the guidance of customers' speech skills;

S4: Through the speech recognition technology, the words spoken by the customer are recognized and processed, converted into machine language, and processed through a series of technologies such as semantic understanding and knowledge base content matching to realize the understanding of the customer's answer.

2. according to claim 1, it is applicable to the speech interaction process of resident electricity bill automatic reminder, it is characterized in that: the concrete steps of S1 are as follows:

S11: The opening table shows the identity of the robot, and confirms the identity of the customer, and asks whether it is the owner of the XXX address;

S12: If the customer answers affirmatively, proceed to step S2 to start negotiation and payment;

S131: If the customer clearly answers negatively, he is sorry and hangs up the phone;

S132: If the customer indicates that the house is rented or sold, the process transfers to the broadcast after the house is rented/sold, and then hangs up;

S133: If the customer indicates that he is a relative or friend of the owner, the process will be transferred to the house of the relative or friend;

S134: If the customer answers vaguely and cannot identify his identity, ask him whether he is a family member or friend of the owner, only once;

S14: If a positive answer is obtained, proceed to step S2 to start negotiation and payment.

3. according to claim 1, it is applicable to the speech interaction process of resident electricity bill automatic reminder, it is characterized in that: the concrete steps of S2 are as follows:

S21: broadcast the current owner's arrears amount, negotiate and ask the owner to pay in time;

S22: If the owner indicates that the fee has been paid, go to conclusion 2;

S23: If the owner expresses denial or refuses to pay for various reasons, proceed to step S3;

S24: If the owner expresses a promise to pay the fee, go to conclusion 3;

S25: If the owner expresses that he has doubts about the electricity bill or the amount of electricity, go to the conclusion 4.

4. according to claim 1, it is applicable to the speech interaction process of resident electricity bill automatic reminder, it is characterized in that: the concrete steps of S3 are as follows:

S31: Remind the customer that the electricity bill is overdue, and the power supply will be suspended after the expiration at the end of this month, which will bring inconvenience to life, and please pay the electricity bill in time;

S32: If the customer expresses denial or refuses to pay for various reasons, then go to conclusion 1;

S33: If the customer expresses a commitment to pay the fee, go to conclusion 3;

S34: If the customer indicates that the payment has been made, go to conclusion 2;

S35: If the customer expresses doubts about the electricity bill or the electricity quantity, go to the conclusion 4.

5. according to claim 1, it is applicable to the phonetic interaction process of resident electricity bill automatic reminder, and it is characterized in that: some problems of S4 are as follows:

S401: If the customer expresses that he wants to listen to it again, the arrears information will be broadcast again;

S402: If the customer expresses to wait for a while, reply "OK", and then wait for the customer to speak;

S403: If the customer expresses that he has a question to ask, reply "OK, you ask";

S404: The customer may not have heard clearly, and if the customer asks how much the electricity bill is, the amount owed by the customer will be broadcast again;

S405: If the customer has any doubts about the amount of electricity bill, it will prompt the customer that the electricity bill is calculated according to the actual electricity meter. If you have any doubts, you can contact the account manager, and broadcast the phone number of the account manager to the customer, or send a text message to the customer;

S406: If the customer asks what company it is, it will prompt the customer to be a power supply company, and this call is a reminder for electricity bill payment;

S407: If the customer says that he has received such a call, he is sorry, and continues to remind the customer that the arrears have not been settled. If you have any questions, you can contact the account manager, and broadcast the account manager's phone number to the customer, or send a text message to the customer ;

S408: If the client expresses an inquiry about the calculation rules for liquidated damages, the client is reminded that the algorithm for liquidated damages has been clearly agreed, and broadcasts the calculation rules for residential electricity charges liquidated damages;

S409: If the client asks for his account number, broadcast the client account number once, and prompt the client to record;

S410: If the customer asks about the consequences of non-payment, the customer will be reminded that the power supply will be stopped after a certain period of time if the payment is overdue, and liquidated damages will be incurred, which will bring inconvenience to life;

S411: If the customer inquires about the payment method, inform the customer that in addition to paying the bill at the power supply business hall, the customer can also go to the bank to handle the withholding business; or enter the living bill payment page on WeChat or Alipay, select the "electricity bill" item, and enter the account number to pay the bill; If you have any questions, you can contact the account manager, broadcast the account manager's phone number to the customer, or send a text message to the customer;

S412: If the customer says that he is busy, he is sorry, explains his intention, and says he will call later;

S413: If the customer expresses irritability or thinks it is a harassing call, please calm down and show that the call is well-intentioned, and then hang up after expressing apology;

S414: If the customer has any doubts about the caller, it indicates that it is the intelligent electricity bill robot of the power supply company, and the call is made to prevent the overdue bill from affecting the later electricity consumption, and broadcast the amount of arrears;

S415: If the customer inquires about the address corresponding to the arrears, broadcast the current electricity consumption address and the amount of the arrears, and prompt payment in time;

S416: If the customer says that he has failed to pay the fee, inform the customer that if he has any questions during the payment process, he can contact the account manager, broadcast the account manager's phone number to the customer, or send a text message to the customer;

S417: If the customer inquires about the corresponding time of electricity consumption, inform the customer that this time is the electricity bill for X month, and the electricity bill for X-2 and X-1 for two months.