Overview of Outbound Call Tasks

To maintain customer relationships, improve customer satisfaction, or seek business opportunities, enterprises often call customers for return visits, surveys, additional information, product promotion, or other activities.

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

If the number of predicted outbound call tasks is greater than or equal to 4 and the number of outbound call records configured for each task is greater than or equal to 100,000, performance risks may arise when all tasks are being executed and the database is running on a server with an 8-core CPU.

**Table 1** Outbound call task types
Task Type	Agent Participation (Yes/No)	Application Scenario	Required Resource	Advantage
Common IVR outbound call task	No	Revisit, 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 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 assigns calls based on factors such as the call completion rate and rejection rate.
Intelligent robot outbound call task	No	Revisit, 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.
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.
Previewed outbound call task	Yes	Scenarios where customer background information needs to be obtained in advance, for example, dunning tasks.	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 task	Yes	Agents are preoccupied. After a customer is connected, the call is directly connected to an agent, reducing the customer's waiting time.	Skill queue	This method is more friendly due to agent participation. This method reduces the probability of hang-up due to waiting. After a customer accesses the system, the customer can be connected to the preoccupied agent immediately.
Fixed outbound call task	Yes	Customer care, product marketing, and business opportunity seeking.	Skill queue	This method is more friendly due to agent participation. Outbound call tasks can be assigned based on the idle agent rate.