CN102148906A - Method, device and system for improving customer service efficiency - Google Patents
Method, device and system for improving customer service efficiency Download PDFInfo
- Publication number
- CN102148906A CN102148906A CN201010208119XA CN201010208119A CN102148906A CN 102148906 A CN102148906 A CN 102148906A CN 201010208119X A CN201010208119X A CN 201010208119XA CN 201010208119 A CN201010208119 A CN 201010208119A CN 102148906 A CN102148906 A CN 102148906A
- Authority
- CN
- China
- Prior art keywords
- solution
- query
- traffic issues
- user
- inquiry
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a method, a device and a system for improving customer service efficiency in the filed of communications. Query parameters of user demands are received; the query parameters comprises query keywords, query time slices and failure addresses; service problems corresponding to the user demands and solutions corresponding to the service problems are determined according to the query keywords; the query interface for the service problems is arranged in the solutions and is called by using the numbers of the users, the query time slices and the failure address to obtain relevant data from each service system corresponding to the query interface; analysis rules corresponding to the solutions are used to analyze the obtained data, determine the causes for the service problems and provide analysis conclusion and processing proposal. As the embodiment does not need manual query and manual analysis, the working efficiency is greatly improved and the labor cost is reduced.
Description
Technical field
The present invention relates to communication technical field, relate in particular to a kind of method, Apparatus and system that improves customer service efficient.
Background technology
Along with the fast development of mobile service, various new business and new departure are weeded out the old and bring forth the new, and each operation system of supporting business operation is also by up till now tens even up to a hundred of several surges.The complaint request that the client is handled in the representative of one line service needs with reference to a large amount of business information, and these information are present in the various operation system, the business agent need open each operation system page, filter through artificial enquiry, just can obtain Useful Information, the complexity of flow process, directly caused the operating efficiency reduction, simultaneously, if the business personnel is unfamiliar with some operation system, answer client that can't be correct probably causes the dissatisfied of customer service, thereby reduces the service level of service centre.The specific operation process that the business agent handles customer complaint is as follows:
Caller client is complained " note sends failure " problem, the foreground business agent is according to client's description, learn that the client is because the note transmission failure day before yesterday requires the inquiry concrete reason, the foreground business agent is according to self experience, need arrive first attaching position register (HLR, Home Location Register) note in the system sends whether inquiry exists downlink short message to send failure record in the interface, send the failure record if exist, then also to arrive business operation support system (BOSS once more, Business and OperationSupport System) whether inquires about this user in the system for normal operating condition, whether there is arrearage, if normally use and do not have an arrearage, then need in the Short Message Service Gateway system, to inquire about whether have network or operation system problem, by information inquiry to each system, the foreground business agent need rely on self experience to judge the reason that sends failure according to these information, and the answer client sends the reason of failure, need generate to complain the worker singly to the backstage after finishing, reaffirm this problem and make explanations and the relevant expense of moving back compensates to the user by backstage assistance department.
The inventor finds that there is following shortcoming at least in prior art in realizing process of the present invention:
1) customer service system adopts the integrated mode of WEB, and the business agent need be switched the execution inquiry back and forth between each operation system, reduced operating efficiency;
2) information exhibition of each operation system is numerous and jumbled, and is very big to business agent's interference, and needs manually to analyze client's demand reason according to system information, if existing problems then can submit to the worker single, problem is delivered to the backstage, has increased the handling duration of problem, reduced customer satisfaction;
3), the experience of handling problems effectively can't be passed to other foregrounds business agent because the analysis of causes of client's demand all is to be undertaken by manual type.
Summary of the invention
The embodiment of the invention provides a kind of method, Apparatus and system that improves customer service efficient.
The embodiment of the invention is achieved through the following technical solutions:
The embodiment of the invention provides a kind of method that improves customer service efficient, comprising:
Receive the query argument of user's demand, described query argument comprises: key word of the inquiry, query time section and fail address;
Determine and described user's demand corresponding service problem and the corresponding solution of described traffic issues according to described key word of the inquiry; Be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution;
According to the traffic issues query interface that is provided with in the described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data;
Use the described data that the analysis rule analysis of described solution correspondence is obtained, determine to occur the reason of described traffic issues, provide and analyze conclusion and handle suggestion.
The embodiment of the invention provides a kind of device that improves customer service efficient, comprising:
Receiving element is used to receive the query argument of user's demand, and described query argument comprises: key word of the inquiry, query time section and fail address;
Determining unit is used for determining and described user's demand corresponding service problem and the corresponding solution of described traffic issues according to described key word of the inquiry; Be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution;
Query unit, be used for the traffic issues query interface that is provided with according to described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data;
Analytic unit is used to use the described data that the analysis rule analysis of described solution correspondence is obtained, and determines to occur the reason of described traffic issues;
Tip element is used to provide the analysis conclusion of described analytic unit and handles suggestion.
The embodiment of the invention provides a kind of customer service system, comprising: the device of a plurality of operation systems and raising customer service efficient recited above;
Described a plurality of operation system provides corresponding query interface, and the user data that provides described device to inquire about is provided.
The technical scheme that is provided by the invention described above embodiment as can be seen, the embodiment of the invention is finished the analysis of user's demand automatically by the customer service system backstage and the process of handling suggestion is provided, the business agent only needs the input inquiry parameter, promptly can obtain client's demand reason and obtain the issue handling suggestion, need not artificial enquiry, manual analysis, improve operating efficiency greatly, reduced human cost.
Description of drawings
Fig. 1 is a kind of method flow diagram that improves customer service efficient of the embodiment of the invention;
Fig. 2 is a kind of apparatus structure schematic diagram that improves customer service efficient of one embodiment of the invention;
Fig. 3 is a determining unit structural representation in the device of the described raising customer service of embodiment of the invention efficient;
Fig. 4 is a kind of apparatus structure schematic diagram that improves customer service efficient of another embodiment of the present invention;
Fig. 5 is a kind of apparatus structure schematic diagram that improves customer service efficient of another embodiment of the present invention;
Fig. 6 is an embodiment of the invention customer service system structural representation.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the invention, the technical scheme in the embodiment of the invention is clearly and completely described, be understandable that described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that is obtained under the creative work prerequisite.
One embodiment of the invention provides a kind of method that improves customer service efficient, to be example shown in Fig. 1, comprises the steps:
Step 10: receive the query argument of user's demand, described query argument comprises: key word of the inquiry, query time section and fail address;
Step 11: determine and described user's demand corresponding service problem and the corresponding solution of described traffic issues according to described key word of the inquiry; Be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution;
Step 12: according to the traffic issues query interface that is provided with in the described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data;
Step 13: use the described data that the analysis rule analysis of described solution correspondence is obtained, determine to occur the reason of described traffic issues, provide and analyze conclusion and handle suggestion.
Wherein, in step 10, described query argument can be business agent's query argument definite according to the content of user's demand, and described query argument comprises: key word of the inquiry, query time section and fail address; Described query time section can comprise: beginning query time and end query time.Described query time section can also can for example be defaulted as 7 days for not describing the time of giving tacit consent under the time period situation the user for the time period of business agent according to user's demand input.Described fail address can be the address information of business agent according to user's demand input, also can be for do not describe the current address of the client who gives tacit consent under the situation of fail address the user.
Wherein, in step 11, determine to comprise: determine described user's demand corresponding service problem according to traffic issues matched rule coupling according to described key word of the inquiry with described user's demand corresponding service problem according to described key word of the inquiry; This traffic issues matched rule is: the keyword that coupling is set for each traffic issues, a traffic issues can be mated with a plurality of keywords, therefore can determine the traffic issues that described user's demand belongs to by corresponding described traffic issues matched rule according to described key word of the inquiry.
The solution of described definite described traffic issues correspondence comprises: the solution of determining described traffic issues correspondence according to described key word of the inquiry according to solution matched rule coupling.Described solution matched rule promptly, for each solution is provided with the keyword of coupling, is retrieved in each solution of described traffic issues correspondence according to the key word of the inquiry that receives in the step 10, thereby determines the best solution of described traffic issues correspondence.Wherein, a traffic issues can comprise a plurality of solutions, and a solution also can belong to a plurality of traffic issues.For example for note class traffic issues, solution comprises: note sends the failure solution and note repeats to send solution etc.
Wherein, be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution; Just the content of described solution comprises that calling corresponding query interface obtains this corresponding user's data, analyzes according to analysis rule the data of obtaining afterwards, thereby obtains analyzing the reason that conclusion obtains problem.
Wherein, in step 12, according to the traffic issues query interface that is provided with in the described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data;
Each query interface has title separately, need call parameters when calling each query interface, this call parameters comprises: user's number (being client's number), query time section (comprise the beginning query time, finish query time) and fail address, for example " note sends failure " solution comprises three query interface: HLR transmission fault inquiry interfaces, BOSS system arrearage query interface, Short Message Service Gateway system failure query interface.
Wherein, in step 13, use the described data that the analysis rule analysis of described solution correspondence is obtained, determine to occur the reason of described traffic issues, provide and analyze conclusion and handle suggestion.
Described analysis rule, promptly to analyzing by calling the data that each query interface obtains, obtain analyzing conclusion, thereby provide corresponding processing suggestion, alternatively, can also provide according to described analysis conclusion and handle guide, described processing guide solves next step operation of described traffic issues in order to indication.
For example, for " note send failure " solution to the analysis and the processing suggestion that provides of obtaining data and to handle guide as follows:
1) data of obtaining comprise: having transmission failure note (HLR), customer status is that arrearage (BOSS), network state are normal (Short Message Service Gateway system), and then corresponding processing is advised to " you are good! Owing to your present mobile phone arrearage, so can't send note, the family of entertaining guests dashes value for earlier the mobile phone of oneself ", corresponding processing guide is a sky.Corresponding rule is:
<rule>
<judgeRule>HLRResult?is?not?null&BOSSResult＜＝0&WGResult＝＝1</judgeRule>
＜handlingSuggest〉you are good! Because your present mobile phone arrearage, thus can't send note, the family of entertaining guests give earlier own mobile phone towards value＜/handlingSuggest
<nextStep></nextStep>
</rule>；
2) data of obtaining comprise: existence sends failure note (HLR), customer status is unusual (Short Message Service Gateway system) for normal (BOSS), network state, and then corresponding processing suggestion is for " you are good! Owing to network system failures, cause your information to send failure, we will handle and return your short-message fee as early as possible ", the BOSS system is set in the corresponding processing guide moves back expense page link, the single establishment link of network management system breakdown maintenance.Corresponding rule is:
<rule>
<judgeRule>HLRResult?is?not?null&BOSSResult＞0&WGResult＝＝-1</j?udgeRule>
＜handlingSuggest〉you are good! Because your present mobile phone arrearage, thus can't send note, the family of entertaining guests give earlier own mobile phone towards value＜/handlingSuggest
＜nextStep〉＜a href=' http://ip:port/BOSS/.....do? custmerNumber=xxx '〉move back expense＜/a＜a href=' http://Ip:port/wg/....do ' submit to breakdown maintenance single＜/a＜/nextStep
</rule>
Alternatively, the embodiment of the invention is after analyzing and provide the processing suggestion, generation is also preserved the log record of described user's demand, and this log record optionally comprises following content: user's number, query argument, definite traffic issues, corresponding solution and the information such as processing suggestion that provide.
Alternatively, the embodiment of the invention can also dynamically be adjusted described traffic issues matched rule and/or solution matched rule, and method of adjustment includes but not limited to:
1) dynamically adjusts described traffic issues matched rule and/or solution matched rule according to business agent's processing experience; Promptly dynamically adjust according to the processing experience of itself by the business agent;
And/or
2) dynamically adjust described traffic issues matched rule and/or solution matched rule according to described log record.For example, timing automatic statistical analysis Customer Service Representative is the query interface in the corresponding solution when handling a certain class traffic issues, when the solution of this traffic issues correspondence uses a query interface and reaches the threshold value of setting in a period of time, inquired about certain interface four times as having in 10 identical services problems, then system can be set to this query interface in this solution automatically, finishes dynamic adjustment.As, customer status (BOSS), note transmission failure record (HLR), three query interfaces of Short Message Service Gateway system failure inquiry have just been disposed in the solution of original note problem, finish judgement but in log record, repeatedly need to inquire about HLR short message turn-on state, then will provide the system queries interface of HLR short message turn-on state to be set in the solution of this note problem correspondence after the statistical analysis automatically.
The embodiment of the invention is finished the analysis of user's demand automatically by the customer service system backstage and the process of handling suggestion is provided, the business agent only needs the input inquiry parameter, promptly can obtain client's demand reason and obtain the issue handling suggestion, need not each operation system of artificial enquiry and carry out manual analysis, improve operating efficiency greatly, reduced human cost.
In addition, owing to can dynamically adjust matched rule, can make business agent's relevant treatment experience be shared with other staff fast.
For further understanding the present invention, with a specific embodiment the method for the invention is made detailed introduction below.Scene is: the foreground business agent is according to incoming call client's description, and the concrete reason of learning client's demand this time is to send a note before two days in certain place, but the recipient does not also receive up to now.The embodiment of the invention is as follows to the processing procedure of this user's demand:
The foreground business agent determines query argument according to described user's demand, and customer service system receives key word of the inquiry-" note sends failure " of business agent's input, query time section and fail address information; System is according to the service inquiry rule that key word of the inquiry coupling presets, and identifies the traffic issues that the business agent need inquire about and belongs to " note " class problem; System is " note sends the failure solution " according to the optimal solution that sends failure in this keyword " note sends failure " retrieval " note " class problem once more; With client's number, the query time section, the fail address is delivered in the query interface that each operation systems such as the BOSS, the HLR that are preset in the solution, Short Message Service Gateway provide as parameter; After obtaining the data that each operation system returns, customer service system utilizes the result data analysis rule that is preset in the solution that each return results is analyzed once more.For example, if the result that each system returns is as follows:
The failure of 2009-12-2812:00:00 downlink short message, content is: hello ..., receiving number is: 135...... (HLR), 12.00 (BOSS) ,-1 (Short Message Service Gateway), and then system is provided with analysis result automatically according to the following rule that presets;
HLRResult is not null﹠amp; BOSSResult＞0﹠amp; " you are good for WGResult==-1THENHandlingSuggest=! Owing to your present mobile phone arrearage, so can't send note, the family of entertaining guests dashes value for earlier the mobile phone of oneself ", nextStep="＜a href=' http://ip:port/BOSS/.....do?
CustmerNumber=xxx '＞move back expense＜/a＜a href=' http://Ip:port/wg/....do ' submit to breakdown maintenance single＜/a "
Analysis finishes, and the back system advises analysis result, processing automatically and processing guide represents to the foreground business agent, and the foreground business agent answers the client according to handling suggestion, and carries out operations such as the expense of moving back and submission maintenance of network Trouble ticket according to handling guide.
The analysis of the whole user's demand of present embodiment and provide and handle the suggestion process and finish automatically by customer service system, do not need artificial participation, improved operating efficiency greatly, reduced human cost, reduce the customer service processing time, improved customer satisfaction.
The embodiment of the invention also provides a kind of device that improves customer service efficient, to be example shown in Fig. 2, comprising: receiving element 20, determining unit 21, query unit 22, analytic unit 23 and Tip element 24;
Described receiving element 20 is used to receive the query argument of user's demand, and described query argument comprises: key word of the inquiry, query time section and fail address; Described query time section can be the time period of business agent according to user's demand input, can be for not describing the time of giving tacit consent under the time period situation the user yet, and for example 7 days.Described fail address can be the address information of business agent according to user's demand input, also can be for do not describe the current address of the client who gives tacit consent under the situation of fail address the user.
Described determining unit 21 is used for determining and described user's demand corresponding service problem and the corresponding solution of described traffic issues according to described key word of the inquiry; Be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution; Wherein, a traffic issues can comprise a plurality of solutions, and a solution also can belong to a plurality of traffic issues.For example for note class traffic issues, solution comprises: note sends the failure solution and note repeats to send solution.
Described query unit 22, be used for the traffic issues query interface that is provided with according to described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data; Wherein, be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution; Just the content of described solution comprises that calling corresponding query interface obtains this corresponding user's data, analyzes according to analysis rule the data of obtaining afterwards, thereby obtains analyzing the reason that conclusion obtains problem.
Described analytic unit 23 is used to use the described data that the analysis rule analysis of described solution correspondence is obtained, and determines to occur the reason of described traffic issues; Described analysis rule promptly to analyzing by calling the data that each query interface obtains, obtains analyzing conclusion, thereby provides corresponding processing suggestion.
Described Tip element 24 is used to provide the analysis conclusion of described analytic unit 23 and handles suggestion.
As shown in Figure 3, described determining unit 21 may further include:
First determines subelement 211, is used for determining described user's demand corresponding service problem according to described key word of the inquiry according to traffic issues matched rule coupling; And
Second determines subelement 212, is used for determining according to solution matched rule coupling according to described key word of the inquiry the solution of described traffic issues correspondence.
Be understandable that the structure of the described determining unit 21 of the embodiment of the invention is not limited thereto.
As shown in Figure 4, described device can also comprise:
As shown in Figure 5, described device can also comprise:
The described device of the embodiment of the invention is realized automatic analysis user demand and provides handling suggestion, does not need artificial participation, has improved operating efficiency greatly, has reduced human cost, has reduced the customer service processing time, has improved customer satisfaction.And can dynamically adjust matched rule, can make business agent's relevant treatment experience be shared with other staff fast.
The embodiment of the invention also provides a kind of customer service system, being example shown in Fig. 6, comprise: the device 60 and a plurality of operation system 61 that improve customer service efficient, (the AAA that charges is authorized in HLR61-1, network management system 61-2, BOSS61-3 and the checking as shown in Figure 6 of described a plurality of operation system, AmericanAutomobile Association) 61-4 etc., but be not limited to this;
Described a plurality of operation system 61 provides corresponding query interface, and the user data that provides described device to inquire about is provided.
Described in the structure of the device 60 of described raising customer service efficient and function such as the top embodiment, repeat no more herein.
Be understandable that the described operation system of the embodiment of the invention also not only is confined to this.
In sum, the embodiment of the invention is finished the analysis of user's demand automatically and is handled the suggestion process by the system backstage, the business agent only needs the input inquiry parameter, promptly can obtain client's demand reason and obtain the issue handling suggestion, need not artificial enquiry, manual analysis, improve operating efficiency greatly, reduced human cost.
In addition, owing to can dynamically adjust matched rule, can make business agent's relevant treatment experience be shared with other staff fast.
One of ordinary skill in the art will appreciate that, realize that all or part of step in the foregoing description method is to instruct relevant hardware to finish by program, described program can be stored in the computer-readable recording medium, for example read-only memory (being called for short ROM), random access memory (being called for short RAM), disk, CD etc.
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claim.
Claims (11)
1. a method that improves customer service efficient is characterized in that, comprising:
Receive the query argument of user's demand, described query argument comprises: key word of the inquiry, query time section and fail address;
Determine and described user's demand corresponding service problem and the corresponding solution of described traffic issues according to described key word of the inquiry; Be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution;
According to the traffic issues query interface that is provided with in the described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data;
Use the described data that the analysis rule analysis of described solution correspondence is obtained, determine to occur the reason of described traffic issues, provide and analyze conclusion and handle suggestion.
2. the method for claim 1 is characterized in that, also comprises:
Provide processing guide, next step operation that solves described traffic issues in order to indication according to described analysis conclusion.
3. the method for claim 1 is characterized in that, also comprises:
Generate and preserve the log record of described user's demand.
4. as claim 1,2 or 3 described methods, it is characterized in that, describedly determine that according to described key word of the inquiry the solution corresponding with described user's demand corresponding service problem and described traffic issues comprises:
Determine described user's demand corresponding service problem according to described key word of the inquiry according to traffic issues matched rule coupling; And
Determine the solution of described traffic issues correspondence according to solution matched rule coupling according to described key word of the inquiry.
5. method as claimed in claim 4 is characterized in that, also comprises:
Dynamically adjust described traffic issues matched rule and/or solution matched rule.
6. method as claimed in claim 5 is characterized in that, described traffic issues matched rule of described dynamic adjustment and/or solution matched rule comprise:
Processing experience according to the business agent is dynamically adjusted described traffic issues matched rule and/or solution matched rule; And/or
Dynamically adjust described traffic issues matched rule and/or solution matched rule according to described log record.
7. a device that improves customer service efficient is characterized in that, comprising:
Receiving element is used to receive the query argument of user's demand, and described query argument comprises: key word of the inquiry, query time section and fail address;
Determining unit is used for determining and described user's demand corresponding service problem and the corresponding solution of described traffic issues according to described key word of the inquiry; Be provided with the query interface and the analysis rule of described traffic issues correspondence in the described solution;
Query unit, be used for the traffic issues query interface that is provided with according to described solution, utilize described user's number, described query time section and fail address to call described query interface, from each operation system of described query interface correspondence, obtain described user's related data;
Analytic unit is used to use the described data that the analysis rule analysis of described solution correspondence is obtained, and determines to occur the reason of described traffic issues;
Tip element is used to provide the analysis conclusion of described analytic unit and handles suggestion.
8. device as claimed in claim 7 is characterized in that, described determining unit further comprises:
First determines subelement, is used for determining described user's demand corresponding service problem according to described key word of the inquiry according to traffic issues matched rule coupling; And
Second determines subelement, is used for determining according to solution matched rule coupling according to described key word of the inquiry the solution of described traffic issues correspondence.
9. device as claimed in claim 8 is characterized in that, also comprises:
Adjustment unit is used for dynamically adjusting described traffic issues matched rule and/or solution matched rule.
10. device as claimed in claim 7 is characterized in that, also comprises:
Record cell is used to generate and preserve the log record of described user's demand.
11. a customer service system is characterized in that, comprising: the device of a plurality of operation systems and the raising customer service efficient described in claim 7 to 10;
Described a plurality of operation system provides corresponding query interface, and the user data that provides described device to inquire about is provided.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201010208119XA CN102148906A (en) | 2010-06-21 | 2010-06-21 | Method, device and system for improving customer service efficiency |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201010208119XA CN102148906A (en) | 2010-06-21 | 2010-06-21 | Method, device and system for improving customer service efficiency |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN102148906A true CN102148906A (en) | 2011-08-10 |
Family
ID=44422888
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201010208119XA Pending CN102148906A (en) | 2010-06-21 | 2010-06-21 | Method, device and system for improving customer service efficiency |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102148906A (en) |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103177039A (en) * | 2011-12-26 | 2013-06-26 | 中国移动通信集团北京有限公司 | Data processing method and data processing device |
| CN105228139A (en) * | 2014-06-05 | 2016-01-06 | 阿里巴巴集团控股有限公司 | A kind of call processing method based on smart machine, device and equipment |
| CN105931057A (en) * | 2016-04-13 | 2016-09-07 | 北京思特奇信息技术股份有限公司 | Multi-thread based interaction checking method and system |
| CN105931060A (en) * | 2016-04-15 | 2016-09-07 | 北京思特奇信息技术股份有限公司 | Data service complaint handling method and system |
| CN106203639A (en) * | 2016-06-30 | 2016-12-07 | 乐视控股（北京）有限公司 | The distribution method of business operation and device |
| CN106534599A (en) * | 2016-12-05 | 2017-03-22 | 国网冀北电力有限公司唐山供电公司 | Method for reducing complaint rate of service quality based on voice reply system |
-
2010
- 2010-06-21 CN CN201010208119XA patent/CN102148906A/en active Pending
Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103177039A (en) * | 2011-12-26 | 2013-06-26 | 中国移动通信集团北京有限公司 | Data processing method and data processing device |
| CN105228139A (en) * | 2014-06-05 | 2016-01-06 | 阿里巴巴集团控股有限公司 | A kind of call processing method based on smart machine, device and equipment |
| CN105228139B (en) * | 2014-06-05 | 2018-11-13 | 阿里巴巴集团控股有限公司 | A kind of call processing method, device and equipment based on smart machine |
| CN110087232A (en) * | 2014-06-05 | 2019-08-02 | 阿里巴巴集团控股有限公司 | A kind of call processing method based on smart machine, device and server |
| CN110087232B (en) * | 2014-06-05 | 2022-05-17 | 创新先进技术有限公司 | Call processing method and device based on intelligent equipment and server |
| CN105931057A (en) * | 2016-04-13 | 2016-09-07 | 北京思特奇信息技术股份有限公司 | Multi-thread based interaction checking method and system |
| CN105931060A (en) * | 2016-04-15 | 2016-09-07 | 北京思特奇信息技术股份有限公司 | Data service complaint handling method and system |
| CN106203639A (en) * | 2016-06-30 | 2016-12-07 | 乐视控股（北京）有限公司 | The distribution method of business operation and device |
| CN106534599A (en) * | 2016-12-05 | 2017-03-22 | 国网冀北电力有限公司唐山供电公司 | Method for reducing complaint rate of service quality based on voice reply system |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN1233129C (en) | Information and control console for use with network gateway interface | |
| CN102148906A (en) | Method, device and system for improving customer service efficiency | |
| CN102368714B (en) | Network alarm processing method, apparatus and system thereof | |
| EP1235416A1 (en) | Internet telephone network system, network access method and talking device adapter | |
| CN106375987A (en) | Method and system for selecting network slice | |
| CN102843391A (en) | Information transmitting method and gateway | |
| CN103747513B (en) | electricity-saving method of mobile terminal, mobile terminal and mobile management device | |
| CN103546343B (en) | The network traffics methods of exhibiting of network traffic analysis system and system | |
| CN102572134A (en) | Work order processing method, work order building system and work order processing system | |
| CN106911523A (en) | The method and system that mobile interchange network users are positioned by LTE indulging in the internet | |
| CN102387461A (en) | Mobile data service recommendation method, apparatus and system thereof | |
| NO320554B1 (en) | Optimized traffic load control on switches in a communication network | |
| CN103905225A (en) | Service control method, service control device and service system | |
| CN104320771A (en) | Method, device and system for configuring home node B parameters | |
| CN105959934A (en) | Repeated network access identification method and system | |
| CN107040429A (en) | A kind of method of testing and system of port forwarding performance | |
| CN111083296B (en) | Hotel intelligent housekeeper system based on voice recognition | |
| KR20170073417A (en) | System for response correspond to mobile message | |
| CN111901440A (en) | Multi-channel message pushing method and device | |
| CN104468543B (en) | The access method and device of a kind of lan device | |
| EP1836865B1 (en) | Method and system for transmitting data in mobile network nodes | |
| CN107180114B (en) | Maritime satellite communication ticket analysis method and system | |
| CN106941680A (en) | Base station monitoring method, terminal, vpn server and system | |
| RU2471313C1 (en) | Device and method to control number of simultaneous calls | |
| CN105245739B (en) | The method and system of auxiliary telephone customer service |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C12 | Rejection of a patent application after its publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20110810 |