CN102546987A - Method for realizing rapid identification of electricity customer information - Google Patents
Method for realizing rapid identification of electricity customer information Download PDFInfo
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- CN102546987A CN102546987A CN2012100083109A CN201210008310A CN102546987A CN 102546987 A CN102546987 A CN 102546987A CN 2012100083109 A CN2012100083109 A CN 2012100083109A CN 201210008310 A CN201210008310 A CN 201210008310A CN 102546987 A CN102546987 A CN 102546987A
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Abstract
The invention discloses a method for realizing rapid identification of electricity customer information, which is completed by an IVR (interactive voice response) server, a CTI (computer telephone integration), a seat system and a database server. When a call reaches the IVR, a key trajectory is collected, recorded and stored in the database server through the IVR server; when the call needs to be switched manually, follow-up data is recorded by the IVR, and the call is transferred into a manual seat through the CTI according to the routing rule; and results are displayed in the front interface of the seat system after the key log stored in the database server through the IVR, the follow-up data recorded by the IVR and historical data of electricity consumer information and business services extracted from the database server and related to the calling number are integrated. The method can be applied in large-scale provincial centralized power calling center for business treatment, so that the information of calling electricity consumers can be identified rapidly and accurately, and the working efficiency and the customer satisfaction of the calling center can be improved.
Description
Technical field
The present invention relates to a kind of information method for quickly identifying, specifically a kind of implementation method that is used for power customer information quick identification.
Background technology
In order further to improve the service level of electric power enterprise, electric power enterprise subdivision city has set up the call center.And call center subdivision city disposes operation, small scale, and resource is disperseed, and emergency capability is not enough, and regional disparity is bigger, and its operational efficiency and managerial skills still can not satisfy electric power enterprise intensivization development requirement.For better unified management; More reasonably distribute and utilize resource; Improve the integrity service level, satisfy from the transformation of extensive management to the intensive management mode, electric power enterprise is concentrated the large-scale call center that has built up the whole province's uniformity with the call center of prefectures and cities.
When subdivision city disposes the operation call center; The manual position representative of each districts and cities all is local recruitment; There is certain familiarity in language, area, street to these districts and cities, and after local power consumer was dialed electric power customer service hot line, the manual position representative was rapid for the incoming call Business Processing of power customer; Response is timely, and the customer satisfaction rate is generally higher.And after the whole province concentrated, the consulting of reporting for repairment of various places power consumer waited the power business phone all unify access same call center to accept, and the power business after accepting is unified to be assigned to prefectures and cities again and handled.At this moment the various places dialect link up unfavorable, report that the electricity consumption address registration is not quite clear for repairment, customer phone typing mistake, professional worker are singly sent wrong districts and cities etc., and problem highlights, and causes manual position represent operating efficiency low, CSAT decline.Therefore, original call center operational mode can not meet the demands.
Summary of the invention
In order to address the above problem; The purpose of this invention is to provide a kind of implementation method that is used for power customer information quick identification; This method is cooperated by IVR service, CTI, Operator Position System and database server to be accomplished; Improve the operating efficiency of manual position representative, improve the satisfaction of customer service, satisfy the requirement of large-scale call center.
To achieve these goals, the present invention adopts following scheme:
A kind of implementation method that is used for power customer information quick identification is characterized in that this method cooperates completion by interactive voice response device service (being called for short the IVR service), CTI (computer telecommunication is integrated), Operator Position System and database server; Concrete steps are following:
1) when caller client call arrival IVR service, the IVR service is replied calling, and the IVR service is collected and noted customer information and deposit database server in;
2) the IVR service is arrived corresponding Operator Position System or automatic voice responsion system according to corresponding routing policy with call distribution;
3) if route results is an automatic voice responsion system, then the IVR service is according to preestablishing user's automatic speech service that provides;
4) if route results is manual service or user when selecting to transfer manual service, with circuit-switched data, change phone over to manual agent system through CTI under the IVR service log according to routing rule;
5) Operator Position System reads historical information and the business service historical record that is complementary with caller ID in customer information and the database server of IVR record, and with after the data integration processing, is presented at the interface, foreground of Operator Position System; Realize the quick identification of power customer information.
Among the present invention, the customer information that record is collected in said IVR service comprises: power customer caller ID, button track and with circuit-switched data.The IVR service is arrived corresponding traffic seat or automatic voice responsion system according to the rule of formulating in advance with call distribution, and the IVR service has the automatic voice responding function.
Said CTI manages changeing artificial calling, needs is changeed artificial call distribution arrive corresponding traffic seat.
Said Operator Position System is stored in button daily record in database server, relevant incoming information with circuit-switched data with IVR with IVR collection record, extracts and be presented at interface, Operator Position System foreground.General seat software is used for extracting, showing incoming call customer information and service history, helps the manual position representative to accomplish the power business work of treatment.
Database server is used to provide system data storage and data access function, store power client's essential information, IVR service log, interaction data and Business Information.Said database server begins from call arrival IVR, and storage IVR collects the full detail of record; Database server links to each other with Operator Position System, and the data support is provided for Operator Position System.
Compared with prior art, the present invention has following remarkable advantage:
1, the very first time gets access to the information of home location of call number; Locate, accurately discern the incoming call geographical position of incoming call power customer fast; Reduce manual position and represent query time and error, satisfy large-scale call center and aim at the demand of confirming power customer electricity consumption address, position;
2, the caller client address that can arrive according to identification positioning shows that the surrounding area fault reports for repairment and scheduled outage information, help manual position fast answer problem of the same type report for repairment with accepting, increase work efficiency;
The service history that 3, can show caller ID according to the service business type that the incoming call user selects, demonstrates the single details of professional worker of the last service call of the same type, helps manual position to accept business, increases customer satisfaction degree;
4, can show the related relevant power information of electricity consumption numbering of telephone number (comprising mobile phone and landline telephone) of incoming call, help manual position to search incoming call client's power information, increase work efficiency;
This method is used for large-scale province and concentrates the electric power call center to carry out Business Processing, can discern the information of incoming call power customer fast and accurately, improves call center's operating efficiency and CSAT.
Description of drawings
Fig. 1 is a structural representation of the present invention.
Embodiment
Below in conjunction with Fig. 1, the present invention is described in detail.
A kind of implementation method that is used for power customer information quick identification, this method are cooperated by interactive voice response device service (being called for short the IVR service), CTI (computer telecommunication is integrated), Operator Position System and database server to be accomplished; Concrete steps are following:
As call arrival IVR;
Step 1:IVR service is welcome voice and Voice Navigation according to preestablishing to play;
Step 2: the selection of incoming call power customer needs the type of service of service;
IVR collects and writes down client's button track, produces the button log sheet, and is sent to database server stores, action a;
The button log sheet is seen table 1, and table 1 is used to deposit user's record of keys.
Table 1
| Sequence number | The field title | Field type | Explanation of field | |
| 1、 | Call_id | Numeral | Call out ID | |
| 2、 | Srv_type | Text | Service type (it is artificial that 0-changes, 1-fault report for repairment etc.) | |
| 3、 | Key_values | | Key value | |
| 4、 | Key_time | Date | Writing time |
Step 3: the client selects the self-assisted voice service according to Voice Navigation, and IVR changes calling over to the self-assisted voice service, carries out the voice Self-Service according to the rule that configures in advance.Produce the button log sheet and be sent to database server stores, action a;
Step 4: the client selects to change the manual position service according to Voice Navigation, and IVR will call out according to service type and key value and be routed to the corresponding service item, forward CIT to;
IVR collects and record is this time called out with circuit-switched data, produces districts and cities, with the circuit-switched data table and store action b;
Districts and cities, see table 2 with the circuit-switched data table,
Table 2
| Sequence number | The field title | Field type | Explanation of field |
| 1、 | CallerNo | Numeral | Calling number |
| 2、 | CountyCode | Text | Identify with dialing |
| 3、 | OrgNo | Numeral | With with dialing sign power supply unit coding (3240101, etc) |
| 4、 | AreaCode | Numeral | Caller ownership place code (025,0511, etc) |
| 5、 | AreaName | Text | Caller ownership place title |
Step 5:CTI is given to corresponding manual position representative according to routing rule with calling;
Step 6: Operator Position System receives the calling that CTI transfers, and obtains relevant incoming information from IVR with database server simultaneously;
Operator Position System obtains information such as caller ID, number attribution from the districts and cities of IVR, channel associated data information table, action c;
General seat software from database server obtain button log sheet, client's power information, service history, the number attribution dependent failure reports for repairment and information such as scheduled outage, action d;
Step 7: it is information integrated that Operator Position System will get access to;
Step 8: the information of Operator Position System after with integration processing is presented at the foreground, helps seat quick and precisely to accept business efficiently.
IVR calls out the access device that gets into the call center; The IVR service provides interactive automatic voice responding service (comprising to the good notice information of user's played pre-recorded, voice suggestion, fax sending and receiving, inquiry power information etc.); The caller client calling reaches after the IVR equipment through unified electrical power services hot line (95598); When the IVR service provides the automatic speech navigation, collect and note the button daily record, send to database server stores.
When calling need to change artificial, IVR collect and note this time call out with circuit-switched data, CTI is arrived in the call distribution of will send a telegram here;
CTI is according to formulating good routing policy in advance, corresponding traffic seat or automatic speech navigation;
Operator Position System is that the professional system platform of various caller clients is accepted in the manual position representative.When IVR serves according to formulating good routing policy in advance; To send a telegram here call distribution time the corresponding traffic seat according to incoming call client's button track; Read caller client number, information of home location of incoming call, the button of record before the IVR service and select the type of service daily record, be presented at the interface, foreground of general seat software, in database server, transfer the power customer basic document (comprising power information data such as name, electricity consumption address, arrearage information) that is complementary with the incoming call number simultaneously and data such as the fault repairing information that is complementary with dependency of incoming call and scheduled outage information are presented at the interface, foreground of Operator Position System in the lump with circuit-switched data etc.;
Database server mainly provides functions such as system data storage and data access.Client's essential information, interaction data, Business Information etc. all are stored in the database server, for the service provision information data of manual position representative are supported.The data of call center are with the scale and the accumulated time of call center, and data volume can be very huge, thereby very high to the ability and the stability requirement of the performance of database server, deal with data, general independent use one station server of Database Systems.
The present invention cooperates completion by IVR service, CTI, Operator Position System and database server, improves the operating efficiency of manual position representative, improves the satisfaction of customer service, satisfies the requirement of large-scale call center.
Claims (6)
1. an implementation method that is used for power customer information quick identification is characterized in that this method cooperates completion by IVR service, CIT, Operator Position System and database server; Concrete steps are following:
1) when caller client call arrival IVR service, the IVR service is replied calling, and the IVR service is collected and noted customer information and deposit database server in;
2) the IVR service is arrived corresponding Operator Position System or automatic voice responsion system according to corresponding routing policy with call distribution;
3) if route results is an automatic voice responsion system, then the IVR service is according to preestablishing user's automatic speech service that provides;
4) if route results is manual service or user when selecting to transfer manual service, with circuit-switched data, change phone over to manual agent system through CTI under the IVR service log according to routing rule;
5) Operator Position System reads historical information and the business service historical record that is complementary with caller ID in customer information and the database server of IVR record, and with after the data integration processing, is presented at the interface, foreground of Operator Position System; Realize the quick identification of power customer information.
2. the implementation method that is used for power customer information quick identification according to claim 1 is characterized in that: the customer information that record is collected in said IVR service comprises: power customer caller ID, button track and with circuit-switched data.
3. the implementation method that is used for power customer information quick identification according to claim 1 is characterized in that: the IVR service is arrived corresponding traffic seat or automatic voice responsion system according to the rule of formulating in advance with call distribution.
4. the implementation method that is used for power customer information quick identification according to claim 1 is characterized in that: said CTI manages changeing artificial calling, needs is changeed artificial call distribution arrive corresponding traffic seat.
5. the implementation method that is used for power customer information quick identification according to claim 1; It is characterized in that: said Operator Position System is stored in button daily record in database server, relevant incoming information with circuit-switched data with IVR with IVR collection record, extracts and be presented at interface, Operator Position System foreground.
6. the implementation method that is used for power customer information quick identification according to claim 1 is characterized in that: said database server begins from call arrival IVR, and storage IVR collects the full detail of record; Database server links to each other with Operator Position System, and the data support is provided for Operator Position System.
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| CN103118208A (en) * | 2013-01-29 | 2013-05-22 | 江苏电力信息技术有限公司 | Optimization method for telephone traffic swarming callings based on dynamic decision-making tree |
| CN103873707A (en) * | 2012-12-10 | 2014-06-18 | 中国电信股份有限公司 | Incoming call reason recording method and call center seat system |
| CN104809548A (en) * | 2015-04-01 | 2015-07-29 | 国家电网公司 | Client appeal work order automatically issuing method |
| CN105657201A (en) * | 2016-01-26 | 2016-06-08 | 北京京东尚科信息技术有限公司 | Method and system for processing call based on decision tree model |
| CN107103496A (en) * | 2017-04-21 | 2017-08-29 | 北京恒冠网络数据处理有限公司 | The Data Collection and management system of a kind of technical transaction platform |
| CN107172312A (en) * | 2017-06-05 | 2017-09-15 | 广东电网有限责任公司佛山供电局 | A kind of call center's uniform service of multiple districts and cities focuses on method |
| CN107317942A (en) * | 2017-07-18 | 2017-11-03 | 国家电网公司客户服务中心南方分中心 | A kind of call center's customer service system is recognized and monitoring system with online voice mood |
| CN107317835A (en) * | 2017-05-19 | 2017-11-03 | 四川新网银行股份有限公司 | A kind of method of the positioning layering customer information captured based on track |
| CN107656999A (en) * | 2017-09-20 | 2018-02-02 | 携程旅游信息技术（上海）有限公司 | Call history retroactive method, device, electronic equipment, storage medium |
| CN109101612A (en) * | 2018-08-06 | 2018-12-28 | 优信数享（北京）信息技术有限公司 | It is a kind of that the methods, devices and systems of solution are provided |
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| CN103118208A (en) * | 2013-01-29 | 2013-05-22 | 江苏电力信息技术有限公司 | Optimization method for telephone traffic swarming callings based on dynamic decision-making tree |
| CN103118208B (en) * | 2013-01-29 | 2015-09-02 | 江苏电力信息技术有限公司 | A kind of telephone traffic peak surge calling optimization method based on dynamic decision tree |
| CN104809548A (en) * | 2015-04-01 | 2015-07-29 | 国家电网公司 | Client appeal work order automatically issuing method |
| CN105657201A (en) * | 2016-01-26 | 2016-06-08 | 北京京东尚科信息技术有限公司 | Method and system for processing call based on decision tree model |
| CN107103496A (en) * | 2017-04-21 | 2017-08-29 | 北京恒冠网络数据处理有限公司 | The Data Collection and management system of a kind of technical transaction platform |
| CN107317835A (en) * | 2017-05-19 | 2017-11-03 | 四川新网银行股份有限公司 | A kind of method of the positioning layering customer information captured based on track |
| CN107172312A (en) * | 2017-06-05 | 2017-09-15 | 广东电网有限责任公司佛山供电局 | A kind of call center's uniform service of multiple districts and cities focuses on method |
| CN107317942A (en) * | 2017-07-18 | 2017-11-03 | 国家电网公司客户服务中心南方分中心 | A kind of call center's customer service system is recognized and monitoring system with online voice mood |
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| CN110677543A (en) * | 2019-09-12 | 2020-01-10 | 国网河北省电力有限公司电力科学研究院 | Interaction method of intelligent customer service system |
| CN110891125A (en) * | 2019-11-14 | 2020-03-17 | 国家电网有限公司客户服务中心南方分中心 | Monitoring management system for online customer service |
| CN111312228A (en) * | 2019-12-09 | 2020-06-19 | 中国南方电网有限责任公司 | End-to-end-based voice navigation method applied to electric power enterprise customer service |
| CN113283913A (en) * | 2019-12-30 | 2021-08-20 | 泰康保险集团股份有限公司 | Client information processing method and device |
| CN113079266A (en) * | 2021-04-08 | 2021-07-06 | 广东电网有限责任公司 | Incoming call information processing method and device and storage medium |
| CN113395393A (en) * | 2021-05-06 | 2021-09-14 | 浙江贝才之神网络科技有限公司 | Communication client, system and method |
| CN113395393B (en) * | 2021-05-06 | 2022-09-02 | 浙江贝才之神网络科技有限公司 | Communication client, system and method |
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Application publication date: 20120704 |