With the growth of the economy and society, enterprises, especially in the
FinTech industry, have increasing demands of outbound calls for customers such
as debt collection, marketing, anti-fraud calls, and so on. But a large amount
of repetitive and mechanical work occupies most of the time of human agents, so
the cost of equipment and labor for enterprises is increasing accordingly. At
the same time, with the development of artificial intelligence technology in
the past few decades, it has become quite common for companies to use new
technologies such as Big Data and artificial intelligence to empower outbound
call businesses. The intelligent outbound robot is a typical application of the
artificial intelligence technology in the field of outbound call businesses. It
is mainly used to communicate with customers in order to accomplish a certain
target. It has the characteristics of low cost, high reuse, and easy
compliance, which has attracted more attention from the industry.
At present, there are two kinds of intelligent outbound robots in the
industry but both of them still leave large room for improvement. One kind of
them is based on a finite state machine relying on the configuration of jump
conditions and corresponding nodes based on manual experience. This kind of
intelligent outbound robot is also called a flow-based robot. For example, the
schematic diagram of the working model of a flow-based robot for debt
collection is shown in Fig.\ref{fig:label}. In each round, the robot will reply
to the user with the words corresponding to each node.

通过使用基于人工智能技术的智能机器人在外呼业务中与客户通信来减少成本并实现自动化。