CN105530387A - Incoming call processing method of IVR system - Google Patents
Incoming call processing method of IVR system Download PDFInfo
- Publication number
- CN105530387A CN105530387A CN201510928997.1A CN201510928997A CN105530387A CN 105530387 A CN105530387 A CN 105530387A CN 201510928997 A CN201510928997 A CN 201510928997A CN 105530387 A CN105530387 A CN 105530387A
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- CN
- China
- Prior art keywords
- client
- order
- processing method
- customer
- incoming call
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4931—Directory assistance systems
- H04M3/4933—Directory assistance systems with operator assistance
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
Abstract
The invention discloses an incoming call processing method of an IVR system. The incoming call processing method comprises the following steps: receiving an incoming call of a customer, and obtaining an incoming call number of the customer; S2, receiving related order information input by the customer; S3, obtaining existing order business corresponding to the related order information; and S4, broadcasting operation menu options to the customer. The incoming call processing method disclosed by the invention can be used for quickly positioning and obtaining the existing order business of the customer through the related order information input by the user, thereby saving a large amount of resources and times, and the incoming call processing method disclosed by the invention can be used for quickly judging the identity of the customer after obtaining the incoming call number of the customer and intelligently selecting to serve the customer by customer service personnel according to the existing order business and the former incoming call information when the customer repeatedly calls, thereby saving the communication time and cost.
Description
Technical field
The present invention relates to a kind of large scale call center customer preferential switching differentiation that repeats to send a telegram here and deal with scheme, particularly relate to a kind of call processing method of IVR system.
Background technology
Because the service line of existing IVR (InteractiveVoiceResponse, interactive voice answering) system is numerous, client subscribes multiclass order mostly simultaneously.During client's dial-up IVR system, when service request is occurred to existing order, generally to experience loaded down with trivial details communication process, particularly:
Client enters IVR system calling center and selects corresponding with service entrance, needs to spend the plenty of time;
Seat confirms client identity, and corresponds to order, needs to spend the plenty of time;
Seat communicate with client order situation time, need spend the plenty of time;
During seat personnel inquiry active service demand, need to spend the plenty of time;
Same client, when different time dials same business telephone, is generally served by different contact staff, needs again to understand customer demand, add communication cost.
Summary of the invention
When the technical problem to be solved in the present invention being to overcome client's dial-up IVR system in prior art, generally to experiencing the defect of loaded down with trivial details communication process when service request is occurred to existing order, a kind of call processing method of IVR system is provided.
The present invention solves above-mentioned technical problem by following technical proposals:
The invention provides a kind of call processing method of IVR system, its feature is, comprises the following steps:
S
1, receive the incoming call of client, and obtain the caller ID of client;
S
2, receive client input order relevant information;
S
3, obtain the existing order business corresponding with described order relevant information;
S
4, report the actions menu option of described existing order business to client.
Preferably, described order relevant information comprises at least one in order number, cell-phone number.
Preferably, step S
4also comprise afterwards:
S
5, when described order relevant information is order number, judges that whether order number identical with the order number in the existing order business of described caller ID, if so, then provide self-service customer service to client, if not, then provide artificial customer service to client; When described order relevant information is cell-phone number, judges that whether cell-phone number is identical with described caller ID, if so, then provide self-service customer service to client, if not, then provide artificial customer service to client.
Preferably, described call processing method also comprises:
Be stored as client and corresponding relation between contact staff's information of customer service and the caller ID of client was provided;
After receiving the incoming call of client, according to contact staff's information corresponding to described caller ID for user call most client the contact staff of customer service was provided.
Preferably, described actions menu option comprises at least one in operation of cancelling an order, inquiry order operation, amendment order operation.
In the present invention, client is after dial-up IVR system, IVR system can obtain the caller ID of client, and allow client input other order relevant information, as cell-phone number, order number etc., because the History Order information of client is stored in database, the existing order business (i.e. client descended order business) of client can be obtained like this according to the order relevant information of client's input from database, thus the demand of client can be understood in advance.
The present invention specifically can pass through calling of unified order interface, obtains the existing order business corresponding with the order relevant information that client inputs, and reports the actions menu option relevant with existing order business; And client is after the corresponding existing order business of selection, the operation of corresponding Business Processing can be done by mobile phone key, such as cancel an order, inquire about order, amendment order etc., greatly can reduce the working strength of IVR system customer service like this, save the O&M cost of call center and the time of client of IVR system.
IVR system of the present invention backstage autostore client in the past provided contact staff's information of customer service for client, mate according to the caller ID of client when client's incoming call next time, customer service was provided for described client provides the contact staff of customer service and client to carry out conversing and continue as client before selecting, thus improve customer service efficiency, improve the experience of client.
TTS (TextToSpeech can be adopted in the present invention, text-to-speech) technology and ASR (AutomaticSpeechRecognition, Automated System Recovery) technology comes the actions menu option information that Dynamic Broadca client needs and the input information identifying client, thus the experience of lifting client and service satisfaction.
Positive progressive effect of the present invention is: the order relevant information that the present invention can be inputted by client is located rapidly and obtained the existing order business of client, save ample resources and time, and the present invention can after the caller ID obtaining client, rapid judgement client identity, client repeat incoming call time can according to existing order business and last time incoming information, intelligent selection provided the contact staff of customer service for customer service, time for communication and cost are saved, the present invention automatic fitration can also fall unnecessary information report, and client can select demand for services voluntarily, save a large amount of manual resource and time.
Accompanying drawing explanation
Fig. 1 is the basic flow sheet of the call processing method of the IVR system of preferred embodiment of the present invention.
Embodiment
Mode below by embodiment further illustrates the present invention, but does not therefore limit the present invention among described scope of embodiments.
As shown in Figure 1, the call processing method of IVR system of the present invention comprises the following steps:
The incoming call of step 101, reception client, and obtain the caller ID of client;
The order relevant information of step 102, reception client input, specifically comprises at least one in order number, cell-phone number;
Step 103, obtain the existing order business corresponding with described order relevant information;
Step 104, report the actions menu option of described existing order business to client; Described actions menu option comprises at least one in operation of cancelling an order, inquiry order operation, amendment order operation;
Step 105, be respectively according to the different judged results of described order relevant information the customer service type that client provides different;
Particularly, when described order relevant information is order number, judge that whether order number is identical with the order number in the existing order business of described caller ID, if, then provide self-service customer service to client, if not, then provide artificial customer service (i.e. semi-self-service customer service) to client; When described order relevant information is cell-phone number, judges that whether cell-phone number is identical with described caller ID, if so, then provide self-service customer service to client, if not, then provide artificial customer service (i.e. semi-self-service customer service) to client.
Step 106, be stored as client corresponding relation between contact staff's information of customer service and the caller ID of client was provided;
Step 107, after receiving the incoming call of client, according to contact staff's information corresponding to described caller ID for user call most client the contact staff of customer service was provided.
The concrete principle of the call processing method of IVR system of the present invention is: after the dial-up receiving client, obtain the caller ID of client and the order relevant information of client's input, IVR system matches corresponding existing order business by the mode of high-speed interface, simultaneously, incoming call the machine is verified, judges the identity of incoming person.Afterwards, IVR system is respectively according to order classification the service entrance that client provides correspondence, after client enters service entrance, provides corresponding COS (self-service customer service or semi-self-service customer service) according to client identity.
Below for the example of the specific implementation of the call processing method of an IVR system of the present invention, its concrete operations flow process is as follows:
Client's dial-up IVR system;
IVR system enters for basic menu, such as can report " existing order inquiries and amendment are please by 0; hotel reservation is please by 1; internal ticket is subscribed please by 2, and international plane ticket booking is please by 3, and travel in holiday is subscribed please by 4; with car service please by 5; customer service please press 8, hard of hearingly please press the # key, Otherlanguagespleasepresssix ";
Then the input of client is judged, if any one-bit digital in client's input " 1-8 ", then show that client wants to subscribe new order business, so just guide client to enter new order and subscribe flow process, if client inputs " # " number key, continue again to report basic menu; Judgement time, such as a 5s can be pre-set when specifically judging, if namely after 5s client without any input, then again report, if report 3 times continuously in addition, client still without any input, is then hung up automatically;
If client inputs " 0 ", then show that client wants to operate existing order business, now voice message client inputs order relevant information, such as cell-phone number, order number etc., then judge whether the order relevant information that client inputs meets the requirements, concrete judgment rule is: IVR system is verified, wherein order number is 9 bit digital, cell-phone number is 11 bit digital, except " # " number key, input error, IVR system prompt re-enters, prompting number of times is 3 times, if input 3 times all wrong, then push the navigation menu of IVR system, go to artificial customer service, if without any input in 10s, then automatically hang up,
If judge that the order relevant information that client inputs meets the requirements, then obtain the existing order business corresponding with described order relevant information, and report the actions menu option of described existing order business to client; Then judge whether client has follow-up input, if had, then the order relevant information of client's input is judged, and according to different judged results for client provides different customer service types, particularly, when described order relevant information is order number, judge that whether order number is identical with the order number in the existing order business of described caller ID, if so, then provide self-service customer service to client, if not, then artificial customer service (i.e. semi-self-service customer service) is provided to client; When described order relevant information is cell-phone number, judges that whether cell-phone number is identical with described caller ID, if so, then provide self-service customer service to client, if not, then provide artificial customer service (i.e. semi-self-service customer service) to client.
In the present invention, after client's dial-up, can selecting to be carry out subsequent treatment or predetermined new order business to existing order business according to the wish of oneself, specifically selecting by pressing different key.If predetermined new order business, then select the manually predetermined customer service seat of corresponding sub-BU (business unit), if process existing order business, press " 0 " key and enter self-service flow process.
In self-service flow process, prompting client inputs order relevant information, as order number or cell-phone number, and the existing order business that inquiry is corresponding with the order relevant information of input, certainly, if there is no corresponding existing order business, then return and report basic menu enters corresponding sub-BU manually predetermined customer service seat by customer selecting.
When client inputs order relevant information, if client's input is cell-phone number, then this cell-phone number be reservation people cell-phone number in existing order business, any one in contact person's cell-phone number, trip people cell-phone number time to be just considered as order relevant information corresponding with existing order business.
In the present invention, the main operating process carrying out repeating to send a telegram here when preferentially transferring client is as follows:
Be stored as client in advance and corresponding relation between contact staff's information (such as agent extension number etc.) of customer service and the caller ID of client was provided;
After receiving the incoming call of client, obtain the caller ID of client;
Inquire about the contact staff information corresponding with the caller ID of client, judge whether corresponding contact staff is in idle condition, if, the most client that then transfers provided the described contact staff of customer service, if not, then IVR system prompt customer selecting leaves callback number or Random assignment contact staff, then judge that client is with or without follow-up input, if continuous three times do not have follow-up input, from automatically hanging up, if there is follow-up input, then judge that customer selecting leaves callback number and still selects Random assignment contact staff, if select Random assignment contact staff, then IVR system is client's automated randomized distribution contact staff, callback number is left if select, then judge that whether the callback number stayed is normal, if normal, then number is pushed to background server, after the contact staff that background server was served before the determination is in idle condition, just notify the number that contact staff's callback stays, if abnormal, then return and continue to point out customer selecting leave callback number or select Random assignment contact staff.
Although the foregoing describe the specific embodiment of the present invention, it will be understood by those of skill in the art that these only illustrate, protection scope of the present invention is defined by the appended claims.Those skilled in the art, under the prerequisite not deviating from principle of the present invention and essence, can make various changes or modifications to these execution modes, but these change and amendment all falls into protection scope of the present invention.
Claims (5)
1. a call processing method for IVR system, is characterized in that, comprises the following steps:
S
1, receive the incoming call of client, and obtain the caller ID of client;
S
2, receive client input order relevant information;
S
3, obtain the existing order business corresponding with described order relevant information;
S
4, report the actions menu option of described existing order business to client.
2. call processing method as claimed in claim 1, it is characterized in that, described order relevant information comprises at least one in order number, cell-phone number.
3. call processing method as claimed in claim 2, is characterized in that, step S
4also comprise afterwards:
S
5, when described order relevant information is order number, judges that whether order number identical with the order number in the existing order business of described caller ID, if so, then provide self-service customer service to client, if not, then provide artificial customer service to client; When described order relevant information is cell-phone number, judges that whether cell-phone number is identical with described caller ID, if so, then provide self-service customer service to client, if not, then provide artificial customer service to client.
4. call processing method as claimed in claim 1, it is characterized in that, described call processing method also comprises:
Be stored as client and corresponding relation between contact staff's information of customer service and the caller ID of client was provided;
After receiving the incoming call of client, according to contact staff's information corresponding to described caller ID for user call most client the contact staff of customer service was provided.
5. the call processing method as described in claim 1-4, is characterized in that, described actions menu option comprises at least one in operation of cancelling an order, inquiry order operation, amendment order operation.
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| CN201510928997.1A CN105530387B (en) | 2015-12-14 | 2015-12-14 | The call processing method of IVR system |
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| CN201510928997.1A CN105530387B (en) | 2015-12-14 | 2015-12-14 | The call processing method of IVR system |
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| CN105530387A true CN105530387A (en) | 2016-04-27 |
| CN105530387B CN105530387B (en) | 2018-11-13 |
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Cited By (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107135321A (en) * | 2017-05-27 | 2017-09-05 | 北京思特奇信息技术股份有限公司 | A kind of queuing strategy and system based on redis |
| CN107133846A (en) * | 2017-04-28 | 2017-09-05 | 李黎明 | Order generation method, apparatus and system |
| CN107230087A (en) * | 2017-04-12 | 2017-10-03 | 广州御银金融服务有限公司 | A kind of bullet screen system of phone incoming call auto form delivering |
| CN107277285A (en) * | 2017-08-03 | 2017-10-20 | 武汉远众科技有限公司 | A kind of automatic case report method based on phone |
| CN107800896A (en) * | 2017-02-20 | 2018-03-13 | 平安科技（深圳）有限公司 | Telephone service exchange method and device |
| CN107818503A (en) * | 2016-09-12 | 2018-03-20 | 上海浦东发展银行股份有限公司信用卡中心 | A kind of dynamically personalized menu of bank card IVR system recommends method |
| CN108551532A (en) * | 2018-02-28 | 2018-09-18 | 平安科技（深圳）有限公司 | It attends a banquet and recommends method, apparatus, equipment and storage medium |
| CN108600564A (en) * | 2018-04-24 | 2018-09-28 | 泰康保险集团股份有限公司 | The method and apparatus of customer service |
| CN108876400A (en) * | 2018-05-28 | 2018-11-23 | 安徽鼎龙网络传媒有限公司 | A kind of business activity management information processing system of the platform based on customer account management |
| CN108965619A (en) * | 2018-08-15 | 2018-12-07 | 携程旅游信息技术（上海）有限公司 | Call processing method, call center, electronic equipment and storage medium |
| CN109446220A (en) * | 2018-09-13 | 2019-03-08 | 浙江百世技术有限公司 | A kind of customer service voices Menu Custom-made Method and custom-built system based on express delivery user |
| CN109684461A (en) * | 2018-12-30 | 2019-04-26 | 联想(北京)有限公司 | A kind of data processing method and device |
| WO2019080416A1 (en) * | 2017-10-26 | 2019-05-02 | 平安科技（深圳）有限公司 | Customer incoming call allocation method and system, computer device and storage medium |
| CN110233944A (en) * | 2019-06-21 | 2019-09-13 | 携程旅游信息技术（上海）有限公司 | Method, system, electronic equipment and the medium of interactive voice response |
| CN111050001A (en) * | 2018-10-12 | 2020-04-21 | 马上消费金融股份有限公司 | Telephone traffic distribution method and related device |
| CN112182197A (en) * | 2020-11-09 | 2021-01-05 | 北京明略软件系统有限公司 | Method, device and equipment for recommending dialect and computer readable medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107818503A (en) * | 2016-09-12 | 2018-03-20 | 上海浦东发展银行股份有限公司信用卡中心 | A kind of dynamically personalized menu of bank card IVR system recommends method |
| CN107800896B (en) * | 2017-02-20 | 2020-01-17 | 平安科技（深圳）有限公司 | Telephone service interaction method and device |
| CN107800896A (en) * | 2017-02-20 | 2018-03-13 | 平安科技（深圳）有限公司 | Telephone service exchange method and device |
| CN107230087A (en) * | 2017-04-12 | 2017-10-03 | 广州御银金融服务有限公司 | A kind of bullet screen system of phone incoming call auto form delivering |
| CN107133846A (en) * | 2017-04-28 | 2017-09-05 | 李黎明 | Order generation method, apparatus and system |
| CN107135321A (en) * | 2017-05-27 | 2017-09-05 | 北京思特奇信息技术股份有限公司 | A kind of queuing strategy and system based on redis |
| CN107135321B (en) * | 2017-05-27 | 2019-12-06 | 北京思特奇信息技术股份有限公司 | queuing method and system based on redis |
| CN107277285A (en) * | 2017-08-03 | 2017-10-20 | 武汉远众科技有限公司 | A kind of automatic case report method based on phone |
| WO2019080416A1 (en) * | 2017-10-26 | 2019-05-02 | 平安科技（深圳）有限公司 | Customer incoming call allocation method and system, computer device and storage medium |
| CN108551532A (en) * | 2018-02-28 | 2018-09-18 | 平安科技（深圳）有限公司 | It attends a banquet and recommends method, apparatus, equipment and storage medium |
| CN108600564A (en) * | 2018-04-24 | 2018-09-28 | 泰康保险集团股份有限公司 | The method and apparatus of customer service |
| CN108876400A (en) * | 2018-05-28 | 2018-11-23 | 安徽鼎龙网络传媒有限公司 | A kind of business activity management information processing system of the platform based on customer account management |
| CN108965619B (en) * | 2018-08-15 | 2020-09-01 | 携程旅游信息技术（上海）有限公司 | Call processing method, call center, electronic device, and storage medium |
| CN108965619A (en) * | 2018-08-15 | 2018-12-07 | 携程旅游信息技术（上海）有限公司 | Call processing method, call center, electronic equipment and storage medium |
| CN109446220B (en) * | 2018-09-13 | 2021-02-02 | 浙江百世技术有限公司 | Express user-based customer service voice menu customization method and customization system |
| CN109446220A (en) * | 2018-09-13 | 2019-03-08 | 浙江百世技术有限公司 | A kind of customer service voices Menu Custom-made Method and custom-built system based on express delivery user |
| CN111050001A (en) * | 2018-10-12 | 2020-04-21 | 马上消费金融股份有限公司 | Telephone traffic distribution method and related device |
| CN109684461A (en) * | 2018-12-30 | 2019-04-26 | 联想(北京)有限公司 | A kind of data processing method and device |
| CN110233944B (en) * | 2019-06-21 | 2020-12-18 | 携程旅游信息技术（上海）有限公司 | Method, system, electronic device and medium for interactive voice response |
| CN110233944A (en) * | 2019-06-21 | 2019-09-13 | 携程旅游信息技术（上海）有限公司 | Method, system, electronic equipment and the medium of interactive voice response |
| CN112182197A (en) * | 2020-11-09 | 2021-01-05 | 北京明略软件系统有限公司 | Method, device and equipment for recommending dialect and computer readable medium |
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