Overview of Outbound Call Tasks

The AICC is a comprehensive outbound call management platform for enterprises. It supports five types of outbound call tasks.

**Table 1** Outbound call task types
Task Type	Agent Participation (Yes/No)	Application Scenario	Required Resource	Advantage
Button robot outbound call (key chatbot outbound call task)	No	Return visit, survey, standardized information collection, or other scenarios with standard script processes	IVR channel	This method is cost-effective, because agent participation is not required. IVR flows are used to interact with customers by playing voices, collecting digits, and routing calls.
Predicted Outbound Call (predicted outbound call task)	Yes	Customer care, product marketing, and business opportunity seeking	Skill queue	This method is more friendly and flexible due to agent participation. This method ensures efficient outbound calls, because the AICC dynamically allocates calls based on factors such as the call completion rate and rejection rate.
Intelligent robot outbound call (intelligent chatbot outbound call task)	No	Return visit, survey, standardized information collection, or other scenarios with standard script processes	Enabled intelligent IVR TTS and ASR channels	This method is cost-effective, because agent participation is not required. This method optimizes the experience and shortens the operation and service durations due to the semantic recognition technology of the intelligent IVR flow.
Agent Outbound Call (manual outbound call task)	Yes	Customer care, product marketing, and business opportunity seeking	Skill queue	This method is more friendly due to agent participation. Agents determine the number of outbound calls.
Preview Outbound Call (previewed outbound call task)	Yes	Customer background information is obtained in advance, for example, the collection service.	Skill queue	This method is more friendly due to agent participation. Agents have enough time to learn about the customer's background information, which provides better experience.
Preempted outbound call (preempted outbound call task)	Yes	Agents are preoccupied. After a subscriber is connected, the call is directly connected to an agent, reducing the subscriber's waiting time.	Skill queue	This method is more friendly due to agent participation. This method reduces the probability of subscriber hangup due to the waiting duration. After a subscriber accesses the system, the subscriber can be connected to the preoccupied agent immediately.