CN107800899A - Attend a banquet and method, apparatus, equipment and the computer-readable recording medium of service are provided - Google Patents
Attend a banquet and method, apparatus, equipment and the computer-readable recording medium of service are provided Download PDFInfo
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- CN107800899A CN107800899A CN201710762590.5A CN201710762590A CN107800899A CN 107800899 A CN107800899 A CN 107800899A CN 201710762590 A CN201710762590 A CN 201710762590A CN 107800899 A CN107800899 A CN 107800899A
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- Prior art keywords
- banquet
- client
- service
- attend
- attended
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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
- H04M3/50—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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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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
- H04M3/50—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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
Abstract
The embodiment of the present invention provides a kind of attend a banquet and provides method, apparatus, equipment and the computer-readable recording medium of service.Methods described includes：The demand of client is obtained, the demand includes the identification information of client；The service request of client is obtained, the service request is used to ask the service attended a banquet；According to whether the identification information judgment of client has first to attend a banquet service was provided for the client；If so, judge described first attend a banquet it is whether online；If described first attend a banquet it is online, be the user call described in first attend a banquet to allow described first to attend a banquet as the offering customers service；If described first attends a banquet not online, allocate second corresponding with the demand of the client and attend a banquet to allow described second to attend a banquet as the offering customers service.The embodiment of the present invention when client needs to attend a banquet service, allow it is same attend a banquet as offering customers service, improve the efficiency of services client, lift the experience of client.
Description
Technical field
The present invention relates to technical field of information processing, more particularly to a kind of method, apparatus that service is provided of attending a banquet, equipment and
Computer-readable recording medium.
Background technology
For a business, when service is attended a banquet in client's request, an idle seat related to customer demand is typically chosen
Seat is customer service.However, when client repeatedly asks to attend a banquet and serviced with regard to same business, if repeatedly all distributing different attend a banquet
Service, lack the understanding for the situation that followed up to client, the experience property of client can be caused poor.
The content of the invention
The embodiments of the invention provide a kind of attend a banquet to provide method, apparatus, equipment and the computer-readable storage medium of service
Matter, the efficiency of services client can be improved, lift customer experience.
In a first aspect, the embodiments of the invention provide a kind of method attended a banquet and provide service, this method includes：
The demand of client is obtained, the demand includes the identification information of client；
The service request of client is obtained, the service request is used to ask the service attended a banquet；
According to whether the identification information judgment of client has first to attend a banquet service was provided for the client；
If so, judge described first attend a banquet it is whether online；
If described first attend a banquet it is online, be the user call described in first attend a banquet to allow described first to attend a banquet as the visitor
Family provides service；
If described first attends a banquet not online, allotment is corresponding with the demand of the client second to attend a banquet to allow described second
Attend a banquet as the offering customers service.
Second aspect, the embodiments of the invention provide a kind of attend a banquet to provide the device of service, and the device includes：
Demand acquiring unit, for obtaining the demand of client, the demand includes the identification information of client；
Acquisition request unit, for obtaining the service request of client, the service request is used to ask the service attended a banquet；
Judging unit is serviced, was provided for whether the identification information judgment according to client to have first to attend a banquet for the client
Service；
Online judging unit, if providing service for thering is first to attend a banquet for the client, judge that described first attends a banquet and be
It is no online；
Adapter unit, if it is online to be attended a banquet for described first, attended a banquet for described in the user call first to allow described the
One attends a banquet as the offering customers service；
Deployment unit, if it is not online to be attended a banquet for described first, allotment second seat corresponding with the demand of the client
Second attends a banquet as the offering customers service described in Xi Yirang.
The third aspect, the embodiment of the present invention additionally provide a kind of attend a banquet and provide equipment described in the equipment of service including storing
Device, and the processor being connected with the memory；
The memory, the routine data for offer service of attending a banquet is realized for storing；
The processor, for running the routine data stored in the memory, to perform such as above-mentioned first aspect institute
The method stated.
Fourth aspect, the embodiments of the invention provide a kind of computer-readable recording medium, the computer-readable storage
Media storage has one or more than one routine data, and one either more than one routine data can be by one or one
Computing device more than individual, to realize the method described in above-mentioned first aspect.
The embodiment of the present invention, after the service request of client is received, whether have according to the identification information judgment of client
One attends a banquet provided service for the client, was crossed if having first to attend a banquet for the customer service and first attends a banquet online, switching first
Attend a banquet；If first attends a banquet not online, allocate second corresponding with the demand of client and attend a banquet as offering customers service.When client needs
Attend a banquet service when, attended a banquet if the first of customer service online, allow first to attend a banquet for offering customers service, it is same attend a banquet for
Offering customers service, the efficiency of services client is improved, lift the experience of client；Attend a banquet and do not exist if the first of customer service
Line, allocate second corresponding with the demand of client and attend a banquet, take full advantage of the resource attended a banquet.
Brief description of the drawings
Technical scheme in order to illustrate the embodiments of the present invention more clearly, it is required in being described below to embodiment to use
Accompanying drawing is briefly described, it should be apparent that, drawings in the following description are some embodiments of the present invention, general for this area
For logical technical staff, on the premise of not paying creative work, other accompanying drawings can also be obtained according to these accompanying drawings.
Fig. 1 is a kind of schematic flow sheet of method for providing service of attending a banquet provided in an embodiment of the present invention；
Fig. 2 is a kind of sub-process schematic diagram of method for providing service of attending a banquet provided in an embodiment of the present invention；
Fig. 3 is a kind of another sub-process schematic diagram of method for providing service of attending a banquet provided in an embodiment of the present invention；
Fig. 4 is a kind of another sub-process schematic diagram of method for providing service of attending a banquet provided in an embodiment of the present invention；
Fig. 5 is a kind of schematic flow sheet for method for providing service of attending a banquet that another embodiment of the present invention provides；
Fig. 6 is a kind of schematic block diagram of device for providing service of attending a banquet provided in an embodiment of the present invention；
Fig. 7 is the schematic block diagram of demand acquiring unit provided in an embodiment of the present invention；
Fig. 8 is the schematic block diagram of service judging unit provided in an embodiment of the present invention；
Fig. 9 is the schematic block diagram of deployment unit provided in an embodiment of the present invention；
Figure 10 is the schematic block diagram for the device for providing service of attending a banquet that another embodiment of the present invention provides；
Figure 11 is a kind of schematic block diagram of equipment for providing service of attending a banquet provided in an embodiment of the present invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Site preparation describes, it is clear that described embodiment is part of the embodiment of the present invention, rather than whole embodiments.Based on this hair
Embodiment in bright, the every other implementation that those of ordinary skill in the art are obtained under the premise of creative work is not made
Example, belongs to the scope of protection of the invention.
It should be appreciated that ought be in this specification and in the appended claims in use, term " comprising " and "comprising" instruction
Described feature, entirety, step, operation, the presence of element and/or component, but it is not precluded from one or more of the other feature, whole
Body, step, operation, element, component and/or its presence or addition for gathering.
It is also understood that refer in description of the invention to the term "and/or" used in appended claims related
Join any combinations of one or more of the item listed and be possible to combine, and including these combinations.
It will also be understood that although term first, second etc. can be used for describing various elements herein, but these elements should not
This is limited to these terms.These terms are only used for these elements being distinguished from each other out.For example, the scope of the invention is not being departed from
Under the premise of, first, which attends a banquet, can be referred to as second and attend a banquet, and similarly, and second, which attends a banquet, can be referred to as first and attend a banquet.First
Attending a banquet, to be attended a banquet with second be to attend a banquet, but they are not same attend a banquet.
Fig. 1 is a kind of schematic flow sheet of method for providing service of attending a banquet provided in an embodiment of the present invention.This method includes
S101~S108.
S101, the demand of client is obtained, the demand includes the identification information of client.Wherein, identification information is probably electricity
Talk about one or more in number/identification card number/license plate number etc..Specifically, as shown in Fig. 2 S101 includes S201-S202.
S201, used channel when obtaining customer requests service.Wherein, channel include site for service, APP, wechat public number and
IVR inlet wires (Interactive Voice Response, interactive voice answering) etc..S202, obtain client's according to channel
Demand.Specifically, if channel is site for service/APP/ wechat public numbers, client is obtained in site for service/APP/ wechat public
The operational circumstances of number upper each step, such as the webpage opened, the content (title and the pass as included browsing content that browse on webpage
Keyword etc.) and input relevant information etc., analyzed according to the operational circumstances of client and obtain the demand of client.If channel is
IVR inlet wires, the voice message of client is obtained, the demand of client is obtained by identifying the voice of client；If client directly requires
Manual service, inquire client and obtain the demand of client.The demand of client is specifically as follows vehicle insurance demand, demand for insurance etc..
S102, the service request of client is obtained, the service request is used to ask the service attended a banquet.
S103, service was provided for the client according to whether the identification information judgment of client has first to attend a banquet.If have first
Attend a banquet and provided service for the client, perform S104；If attended a banquet without first provided service for the client, S107 is performed.Tool
Body, as shown in figure 3, S103 includes S301-S302.S301, according to the identification information of client, searched whether from multiple support channels
There is the service log of the client.The information on services of the client of multiple support channels is stored with database, is believed according to the mark of client
Cease, such as identification card number, the service log of the client is searched whether in database.S302, if there is the service log of the client,
It is determined with first and attends a banquet to provide for the client and services and obtain the first seating stand with the customer service.If the client is corresponding
There is a plurality of service log, obtain the seating stand of a plurality of service log, if being same seat corresponding to a plurality of service log
Seat information, obtain the seating stand and this is attended a banquet and attended a banquet as first；If it is multiple attend a banquet corresponding to a plurality of service log
Information, then select a seating stand from multiple seating stands according to preset rules and this of selection is attended a banquet as first
Attend a banquet.Wherein, preset rules include selecting first seating stand for the customer service, Huo Zhecong from multiple seating stands
Select have the seating stand for striking a bargain and recording with client in multiple seating stands, or select and work as from multiple seating stands
Channel is the service seating stand of identical channel used by preceding client, or from multiple seating stands select the last time for
The seating stand of customer service.The seating stand can also be above-mentioned multiple regular comprehensive selection results.
S104, judge this first attend a banquet it is whether online.Such as online situation can be attended a banquet to judge this according to what system recorded
Online whether first attend a banquet, and can also integrate according to first service time attended a banquet to judge.If this first attends a banquet online, hold
Row S105；If this first attends a banquet not online, S107 is performed.
S105, for the user call, this first is attended a banquet to allow this first to attend a banquet as the offering customers service.I.e. if the visitor
Family provided the first of service and attends a banquet online, and for the user call, this first is attended a banquet to allow this first to attend a banquet and provide clothes for the client
Business.The same client that follows up that attends a banquet, understands the information of the client clearer, can be more quickly, targetedly
The offering customers service, the efficiency attended a banquet as customer service is improved, while also improve the experience of client.
S106, according to used channel during the customer requests service, sent to the client as the offering customers service
First identification information attended a banquet, in order to which the client selects first to attend a banquet as it in next service request according to identification information
Service is provided.Wherein, the identification information attended a banquet includes essential information and/or the service time attended a banquet, wherein, essential information includes
The name attended a banquet, job number, responsible product, achievement etc., service time include the commuter time attended a banquet, the value in the short time
Class's situation etc..It is the customer service that if this, which is attended a banquet, then when the identification information attended a banquet of transmission can only include service
Between.The mode for sending the identification information attended a banquet for the offering customers service be according to client's request attend a banquet service channel come it is true
Fixed.If client is to ask service by APP, mark letter for indicating that this is attended a banquet is sent in a manner of APP message pushes
Breath；If client is to ask service by wechat public number, then the mark for indicating that this is attended a banquet is sent in wechat public number
Information；If client is to ask service by IVR inlet wires, then by obtaining the telephone number of client, in a manner of short message
To send the identification information for indicating that this is attended a banquet.
S107, allotment corresponding with the demand of the client second are attended a banquet to allow this second to attend a banquet and provide clothes for the client
Business.The first of service was provided if the client to attend a banquet not online, allocate second corresponding with the demand of the client and attend a banquet.
Specifically, as shown in figure 4, S106 includes S401-S402.S401, the sale of the client is obtained according to the identification information of the client
Degree.The service log of the client is searched in database according to the identification information of the client, being obtained according to service log should
The sale degree of client.Wherein, the sale degree of the client includes understanding essential information, has tentatively given suggestion, offered,
There is business etc. through striking a bargain.The sale degree of the client can also divide according to other modes, with for representing the client couple
The deep degree of required business.S402, allotment attended a banquet with the second of the sale degree corresponding level of the client with allow this
Two attend a banquet as the offering customers service.Difference is divided into according to the time of service and/or the experience of service it is to be appreciated that attending a banquet
Rank, searched in database and idle second of the sale degree corresponding level of the client attended a banquet, allow this second to attend a banquet
For the offering customers service.If client is the service for asking to attend a banquet for the first time, the sale degree of client is less than understanding substantially
The degree of information, then be the second of client's distribution to attend a banquet attending a banquet for low level.In this way, can be the visitor of different sale degree
Family targetedly provides the service attended a banquet, and can such as allow high level attend a banquet to service high level client, so both be client
Service is provided, takes full advantage of the resource attended a banquet again.
S108, according to used channel during the customer requests service, sent to the client as the offering customers service
Second identification information attended a banquet, in order to the client selected in next service request according to the identification information needed for
Two attend a banquet provides service for it.
Above method embodiment when client have business demand, it is necessary to ask to attend a banquet service when, according to the identification information of client
Determine whether that first attends a banquet and provided service for the client, crossed if thering is first to attend a banquet for the customer service and first attends a banquet
Line, switching first are attended a banquet；If first attends a banquet not online, allotment is corresponding with the demand of client second to attend a banquet and provides clothes for client
Business.When client needs to attend a banquet service, according to attending a banquet as the account of the history of the customer service and the online situation attended a banquet, to the greatest extent
Amount allow it is same attend a banquet as offering customers service, improve the efficiency of services client, lift the experience of client.When first attend a banquet it is not online
When, allotment corresponding with the demand of client second is attended a banquet as customer service, both ensure that client can be serviced in time, and can
Make full use of resource of attending a banquet.
Fig. 5 is a kind of schematic flow sheet for method for providing service of attending a banquet that another embodiment of the present invention provides.This method
Including S501~S513.The difference for the method that this method provides with Fig. 1 embodiments is：Add step S509-S513.
Wherein, step S501-S508 refer to the content that S101-S108 is described in Fig. 1 embodiments, will not be repeated here.
S509, judge whether to receive the prompting message of client.Wherein, prompting message comprises at least the mark letter of client
Breath.After the second seat is allocated for the client, client is unwilling to receive the service of second seat, and client is ready to wait first to sit
Seat relief first of reaching the standard grade is attended a banquet and continues as oneself offer service.If client have received the second service attended a banquet, but simply simple
Attended a banquet with second carried out some consulting, client still want to be still subsequently first attend a banquet for oneself provides further service.
In case above, it can be understood as, client attends a banquet to attend a banquet than second to first more to be trusted.Client sends prompting message, main
Dynamic seeks the first service attended a banquet.If receiving the prompting message of client, S510 is performed；If the prompting letter of client is not received
Breath, perform S512.
S510, judge first attend a banquet it is whether online.If online, S511 is performed.
S511, switching first are attended a banquet to allow first to attend a banquet according to prompting message as the offering customers service.If there is multiple carry
Awake information, attended a banquet to allow first to attend a banquet according to prompting message as the offering customers service according to preset rules switching first, such as may be used
Attended a banquet with the time order and function order switching first one by one according to prompting message using allow first attend a banquet according to prompting message as
The offering customers service.
S512, judges whether the second seat and the client have conclusion of the business business.If this first attend a banquet reach the standard grade after do not receive
Any prompting message of client, judge during first attends a banquet and do not reach the standard grade, the second seat of service was provided with being somebody's turn to do for the client
Whether client has conclusion of the business business.
S513, if second attends a banquet with the client without conclusion of the business business, remind first to attend a banquet and carried with allowing first to attend a banquet for the client
For service.Wherein, if second attends a banquet with the client without conclusion of the business business, it can be understood as, during first attends a banquet and does not reach the standard grade, the visitor
Attend a banquet as client more trusts first and think that the demand of oneself is not especially anxious without receiving the second service for attending a banquet in family；Or
The person client have received the second service attended a banquet, but second attends a banquet and do not have conclusion of the business business with the client.In these cases,
First is reminded to attend a banquet to allow first to attend a banquet as the offering customers service.If it is to be appreciated that second attend a banquet with the client not into
Friendship business, returns to first by the client and attends a banquet, and the offering customers service is subsequently continued as to allow first to attend a banquet.Carried for client
During for service, on the one hand, allow same attend a banquet as offering customers service.Same client that follows up always that attends a banquet, to the letter of the client
Breath understands more, can with it is more targeted, more efficiently for offering customers service, improve the efficiency of services client, lifting use
The experience at family.On the other hand, allow it is same attend a banquet follow-up client, be avoided that attend a banquet performance distribution present in problem.
Fig. 6 is a kind of schematic block diagram of device for providing service of attending a banquet provided in an embodiment of the present invention.The device 60 wraps
Include demand acquiring unit 601, acquisition request unit 602, service judging unit 603, online judging unit 604, adapter unit
605th, deployment unit 606, transmitting element 607.
Demand acquiring unit 601 is used for the demand for obtaining client, and the demand includes the identification information of client.Wherein, mark
It is probably one or more in telephone number/identification card number/license plate number etc. to know information.Specifically, as shown in fig. 7, demand
Acquiring unit includes channel acquiring unit 701, customer demand acquiring unit 702.Channel acquiring unit 701 please for obtaining client
Used channel when asking service.Wherein, channel includes site for service, APP, wechat public number and IVR inlet wires
(Interactive Voice Response, interactive voice answering) etc..Customer demand acquiring unit 702 is used for according to channel
Obtain the demand of client.Specifically, if channel is site for service/APP/ wechat public numbers, obtain client site for service/
The content browsed on the operational circumstances of each step in APP/ wechat public numbers, such as webpage of opening, webpage is (as included browsing content
Title and keyword etc.) and input relevant information etc., analyzed according to the operational circumstances of client and obtain the need of client
Ask.If channel is IVR inlet wires, the voice message of client is obtained, the demand of client is obtained by identifying the voice of client；It is if objective
Family directly requires manual service, inquires client and obtains the demand of client.The demand of client is specifically as follows vehicle insurance demand, insurance
Demand etc..
Acquisition request unit 602 is used for the service request for obtaining client, and the service request is used to ask the service attended a banquet.
Service judging unit 603 is used to provide for the client according to whether the identification information judgment of client has first to attend a banquet
Service.If attended a banquet without first provided service for the client, allocate second corresponding with the demand of the client and attend a banquet as this
Offering customers service.Specifically, as shown in figure 8, service judging unit includes searching unit 801, judges acquiring unit 802.Look into
Look for unit 801 to be used for the identification information according to client, the service log of the client is searched whether from multiple support channels.In data
The information on services of the client of multiple support channels is stored with storehouse, according to the identification information of client, such as identification card number, is looked into database
Whether look for has the service log of the client.If judging, acquiring unit 802 is used for the service log for having the client, is determined with the first seat
Seat provided for the client and services and obtain the first seating stand with the customer service.If the client is corresponding with a plurality of service note
Record, the seating stand of a plurality of service log is obtained, if being same seating stand corresponding to a plurality of service log, obtaining should
Seating stand and this is attended a banquet is attended a banquet as first；If it is multiple seating stands corresponding to a plurality of service log, then according to
Preset rules select a seating stand and this of selection are attended a banquet to attend a banquet as first from multiple seating stands.Wherein, in advance
If rule includes selecting first seating stand for the customer service from multiple seating stands, or from multiple seating stands
Middle selection has the seating stand for striking a bargain and recording with client, or selects to be used with existing customer from multiple seating stands
Channel be the service seating stand of identical channel, or the last seat for customer service is selected from multiple seating stands
Seat information.The seating stand can also be above-mentioned multiple regular comprehensive selection results.
If online judging unit 604 is used to having first to attend a banquet and provided service for the client, judge whether this first attends a banquet
Online.What can such as be recorded according to system attends a banquet online situation to judge that whether online this first attends a banquet, and can also integrate basis
First service time attended a banquet judges.
First attend a banquet online if adapter unit 605 is used for this, for the user call, this first is attended a banquet to allow this first to attend a banquet
For the offering customers service.The first of service being provided if the client and attending a banquet online, for the user call, this first is attended a banquet
To allow this first to attend a banquet as the offering customers service.The same client that follows up that attends a banquet, the comparison understood the information of the client
It is clear, it can be more quickly, targetedly the offering customers service, improve the efficiency attended a banquet as customer service, while
Improve the experience of client.
First attend a banquet not online if deployment unit 606 is used for this, allotment is corresponding with the demand of the client second to attend a banquet
To allow this second to attend a banquet as the offering customers service.I.e. if the client provided the first of service attend a banquet it is not online, allotment with
Second that the demand of the client is corresponding is attended a banquet.Specifically, as shown in figure 9, deployment unit includes sale degree acquiring unit
901st, deployment unit of attending a banquet 902.Sale degree acquiring unit 901 is used for the pin that the client is obtained according to the identification information of the client
Sell degree.The service log of the client is searched in database according to the identification information of the client, is obtained according to service log
The sale degree of the client.Wherein, the sale degree of the client include understanding essential information, it is preliminary given suggestion, offered,
Having struck a bargain has business etc..The sale degree of the client can also divide according to other modes, with for representing the client
The degree deep to required business.Deployment unit of attending a banquet 902 is used to allocate and the sale degree corresponding level of the client
Second attends a banquet to allow this second to attend a banquet as the offering customers service.It is to be appreciated that time and/or the service attended a banquet according to service
Experience be divided into different ranks, the second idle seat with the sale degree corresponding level of the client is searched in database
Seat, this is allowed second to attend a banquet as the offering customers service.If client is the service for asking to attend a banquet for the first time, the sale degree of client
It is less than the degree for understanding essential information, then be that client distributes second is attended a banquet attending a banquet for low level.In this way, can be not
Client with sale degree targetedly provides the service attended a banquet, and can such as allow high level attend a banquet to service high level visitor
Family, so both provides service for client, takes full advantage of the resource attended a banquet again.
Transmitting element 607, for according to used channel during the customer requests service, it to be the client to be sent to the client
There is provided service first is attended a banquet the/the second identification information attended a banquet, in order to which the client believes in next service request according to mark
Breath/the second is attended a banquet to select first to attend a banquet and provides service for it.Wherein, the identification information attended a banquet includes the essential information attended a banquet
And/or service time, wherein, name that essential information includes attending a banquet, job number, responsible product, achievement etc., service time includes
Situation on duty in the commuter time attended a banquet, short time etc..It is the customer service that if this, which is attended a banquet, then transmission
The identification information attended a banquet can only include service time.Sending the mode of the identification information attended a banquet for the offering customers service is
Determined according to the attend a banquet channel of service of client request.If client is to ask service by APP, pushed away with APP message
The mode sent sends the identification information for indicating that this is attended a banquet；If client is to ask service by wechat public number, then micro-
The identification information for indicating that this is attended a banquet is sent in letter public number；If client is to ask service by IVR inlet wires, then by obtaining
The telephone number of client is taken, the identification information for indicating that this is attended a banquet is sent in a manner of short message.
Said apparatus embodiment when client have business demand, it is necessary to ask to attend a banquet service when, according to the identification information of client
Determine whether that first attends a banquet and provided service for the client, crossed if thering is first to attend a banquet for the customer service and first attends a banquet
Line, switching first are attended a banquet；If first attends a banquet not online, allotment is corresponding with the demand of client second to attend a banquet and provides clothes for client
Business.When client needs to attend a banquet service, according to attending a banquet as the account of the history of the customer service and the online situation attended a banquet, to the greatest extent
Amount allow it is same attend a banquet as offering customers service, improve the efficiency of services client, lift the experience of client.When first attend a banquet it is not online
When, allotment related to customer demand second is attended a banquet as customer service, both ensure that client can be serviced in time, and can is abundant
Utilize resource of attending a banquet.
Figure 10 is a kind of schematic block diagram for device for providing service of attending a banquet that another embodiment of the present invention provides.The device
100 include demand acquiring unit 101, acquisition request unit 102, service judging unit 103, online judging unit 104, switching list
Member 105, deployment unit 106, transmitting element 107, prompting judging unit 108, conclusion of the business judging unit 109, reminding unit 110.Should
The difference of embodiment and Fig. 6 embodiments is：Add and remind judging unit 108, conclusion of the business judging unit 109, reminding unit
110.Wherein, demand acquiring unit 101, acquisition request unit 102, service judging unit 103, online judging unit 104, switching
Unit 105, deployment unit 106, transmitting element 107 refer to the description of the corresponding units in Fig. 6 embodiments.
Judging unit 108 is reminded to be used to judge whether to receive the prompting message of client.Wherein, prompting message comprises at least
The identification information of client.After the second seat is allocated for the client, client is unwilling to receive the service of second seat, Ke Huyuan
Meaning waits the first attend a banquet relief first of reaching the standard grade to attend a banquet and continue as oneself offer service.If client have received the second service attended a banquet,
But simply simply attended a banquet with second carried out some consulting, client still want to be still subsequently first attend a banquet for oneself provide into
The service of one step.In case above, it can be understood as, client attends a banquet to attend a banquet than second to first more to be trusted.Client sends
The first service attended a banquet is sought in prompting message, active.
If online judging unit 104 is additionally operable to receive the prompting message of client, judge first attend a banquet it is whether online.
Attended a banquet online if adapter unit 105 is additionally operable to first, switching first is attended a banquet to allow first to attend a banquet according to prompting message
For the offering customers service.If there are multiple prompting messages, attended a banquet according to preset rules switching first to allow first to attend a banquet according to carrying
Information of waking up be the offering customers service, can such as be attended a banquet according to the switching first of the time order and function of prompting message sequentially one by one
To allow first to attend a banquet according to prompting message as the offering customers service.
If conclusion of the business judging unit 109 is attended a banquet for first and do not receive the prompting message of client, the second seat and institute are judged
Whether the client has conclusion of the business business.If this first attend a banquet reach the standard grade after do not receive any prompting message of client, judge first
Attend a banquet during not reaching the standard grade, provided whether the second seat of service and the client have conclusion of the business business for the client.
If reminding unit 110 is attended a banquet for second and the client does not strike a bargain business, first is reminded to attend a banquet to allow first to attend a banquet
For the offering customers service.Wherein, if second attends a banquet with the client without conclusion of the business business, it can be understood as, attended a banquet first on not
During line, the client is attended a banquet as client more trusts first and feels the demand of oneself not without receiving the second service for attending a banquet
It is especially anxious；Or the client have received the second service attended a banquet, but second attends a banquet and does not have conclusion of the business business with the client.
In the case of these, first is reminded to attend a banquet to allow first to attend a banquet as the offering customers service.It is to be appreciated that if second attends a banquet with being somebody's turn to do
Client is not struck a bargain business, and the client is returned into first and attended a banquet, the offering customers service is subsequently continued as to allow first to attend a banquet.
For offering customers service when, on the one hand, allow same attend a banquet as offering customers service.The same client that follows up always that attends a banquet is right
The information of the client understands more, can with it is more targeted, more efficiently for offering customers service, improve the effect of services client
Rate, lift the experience of user.On the other hand, allow it is same attend a banquet follow-up client, be avoided that attend a banquet performance distribution present in problem.
Figure 11 is a kind of schematic block diagram of equipment for providing service of attending a banquet provided in an embodiment of the present invention.The equipment 110
Including input unit 111, output device 112, memory 113 and processor 114, above-mentioned input unit 111, output device
112nd, memory 113 and processor 114 are connected by bus 115.Wherein：
Input unit 111 is used to provide user's input service request, input prompting message etc..It is in the specific implementation, of the invention
The input unit 111 of embodiment may include keyboard, mouse, photoelectricity input unit, speech input device, touch input unit
Deng.
Output device 112 is used to export prompting message etc..In the specific implementation, the output device 112 of the embodiment of the present invention can
Including instantaneous speech power, display, display screen, touch-screen etc..
Memory 113 is used to store the routine data for realizing and attending a banquet and providing and service.In the specific implementation, the embodiment of the present invention
Memory 113 can be system storage, such as non-volatile (such as ROM, flash memory etc.).In the specific implementation, the present invention is real
The memory 113 for applying example can also be external memory storage outside system, such as, disk, CD, tape etc..
Processor 114 is used in run memory 113 routine data stored, to perform following operation：
The demand of client is obtained, the demand includes the identification information of client；Obtain the service request of client, the clothes
Business request is used to ask the service attended a banquet；There is provided according to whether the identification information judgment of client has first to attend a banquet for the client
Service；If so, judge described first attend a banquet it is whether online；It is first described in the user call if described first attends a banquet online
Attend a banquet to allow described first to attend a banquet as the offering customers service；If described first attends a banquet not online, allotment is with the client's
Demand is corresponding second to attend a banquet to allow described second to attend a banquet as the offering customers service.
Processor 114 also performs following operation：
Judge whether to receive the prompting message of client；If receiving the prompting message of client, judge that described first attends a banquet
It is whether online；If described first attends a banquet online, switching described first is attended a banquet to allow described first to attend a banquet according to the prompting message
For the offering customers service；If not receiving the prompting message of client, judge that described second attends a banquet with whether the client has
Conclusion of the business business；If described second attends a banquet with the client without conclusion of the business business, described first is reminded to attend a banquet to allow described first to attend a banquet
For the offering customers service.
Processor 114 also performs following operation：
Used channel when obtaining customer requests service；The demand of client is obtained according to the channel.
Processor 114 also performs following operation：
The sale degree of the client is obtained according to the identification information of the client；Allotment and the sale degree of the client
The second of corresponding level is attended a banquet to allow described second to attend a banquet as the offering customers service.
Processor 114 also performs following operation：
Used channel during according to the customer requests service, sent to the client as the offering customers service
Described first attends a banquet or the second identification information attended a banquet, in order to which the client believes in next service request according to the mark
Cease to select required attend a banquet.
The present invention also provides a kind of computer-readable recording medium, the computer-readable recording medium storage have one or
More than one program of person, one either more than one program can be by one or more than one computing devices, with reality
Existing following steps：
The demand of client is obtained, the demand includes the identification information of client；Obtain the service request of client, the clothes
Business request is used to ask the service attended a banquet；There is provided according to whether the identification information judgment of client has first to attend a banquet for the client
Service；If so, judge described first attend a banquet it is whether online；It is first described in the user call if described first attends a banquet online
Attend a banquet to allow described first to attend a banquet as the offering customers service；If described first attends a banquet not online, allotment is with the client's
Demand is corresponding second to attend a banquet to allow described second to attend a banquet as the offering customers service.
Preferably, the step also includes：
Judge whether to receive the prompting message of client；If receiving the prompting message of client, judge that described first attends a banquet
It is whether online；If described first attends a banquet online, switching described first is attended a banquet to allow first to attend a banquet according to the prompting message as institute
State offering customers service；If not receiving the prompting message of client, judge that described second attends a banquet with whether the client has conclusion of the business
Business；If described second attends a banquet with the client without conclusion of the business business, described first is reminded to attend a banquet to allow described first to attend a banquet as institute
State offering customers service.
Preferably, the step also includes：
Used channel when obtaining customer requests service；The demand of client is obtained according to the channel.
Preferably, the step also includes：
The sale degree of the client is obtained according to the identification information of the client；Allotment and the sale degree of the client
The second of corresponding level is attended a banquet to allow described second to attend a banquet as the offering customers service.
Preferably, the step also includes：
Used channel during according to the customer requests service, sent to the client as the offering customers service
Described first attends a banquet or the second identification information attended a banquet, in order to which the client believes in next service request according to the mark
Cease to select required attend a banquet.
It is apparent to those skilled in the art that for convenience of description and succinctly, foregoing description is set
The specific work process of standby, device and unit, the corresponding process in preceding method embodiment is may be referred to, will not be repeated here.
Those of ordinary skill in the art are it is to be appreciated that the unit and algorithm of each example described with reference to the embodiments described herein
Step, it can be realized with electronic hardware, computer software or the combination of the two, in order to clearly demonstrate hardware and software
Interchangeability, the composition and step of each example are generally described according to function in the above description.These functions are studied carefully
Unexpectedly application-specific and design constraint depending on technical scheme are performed with hardware or software mode.Professional and technical personnel
Described function can be realized using distinct methods to each specific application, but this realization is it is not considered that exceed
The scope of the present invention.
In several embodiments provided herein, it should be understood that disclosed unit and method, can be with
Realize by another way.For example, device embodiment described above is only schematical, for example, the unit
Division, only a kind of division of logic function, can there is other dividing mode, such as multiple units or component when actually realizing
Another system can be combined or be desirably integrated into, or some features can be ignored, or do not perform.In addition, shown or beg for
The mutual coupling of opinion or direct-coupling or communication connection can be the INDIRECT COUPLINGs by some interfaces, device or unit
Or communication connection or electricity, the connection of mechanical or other forms.
The unit illustrated as separating component can be or may not be physically separate, show as unit
The part shown can be or may not be physical location, you can with positioned at a place, or can also be distributed to multiple
On NE.Some or all of unit therein can be selected to realize scheme of the embodiment of the present invention according to the actual needs
Purpose.
In addition, each functional unit in each embodiment of the present invention can be integrated in a processing unit, can also
It is that unit is individually physically present or two or more units are integrated in a unit.It is above-mentioned integrated
Unit can both be realized in the form of hardware, can also be realized in the form of SFU software functional unit.
If the integrated unit is realized in the form of SFU software functional unit and is used as independent production marketing or use
When, it can be stored in a computer read/write memory medium.Based on such understanding, technical scheme is substantially
The part to be contributed in other words to prior art, or all or part of the technical scheme can be in the form of software product
Embody, the computer software product is stored in a storage medium, including some instructions are causing a computer
Equipment (can be personal computer, server, or network equipment etc.) performs the complete of each embodiment methods described of the present invention
Portion or part steps.And foregoing storage medium includes：USB flash disk, mobile hard disk, read-only storage (ROM, Read-
OnlyMemory), magnetic disc or CD etc. are various can be with the medium of store program codes.
The foregoing is only a specific embodiment of the invention, but protection scope of the present invention is not limited thereto, any
Those familiar with the art the invention discloses technical scope in, various equivalent modifications can be readily occurred in or replaced
Change, these modifications or substitutions should be all included within the scope of the present invention.Therefore, protection scope of the present invention should be with right
It is required that protection domain be defined.
Claims (10)
- A kind of 1. method that service is provided of attending a banquet, it is characterised in that methods described includes：The demand of client is obtained, the demand includes the identification information of client；The service request of client is obtained, the service request is used to ask the service attended a banquet；According to whether the identification information judgment of client has first to attend a banquet service was provided for the client；If so, judge described first attend a banquet it is whether online；If described first attends a banquet online, attend a banquet for described in the user call first and carried with allowing described first to attend a banquet for the client For service；If described first attends a banquet not online, allocate second corresponding with the demand of the client and attend a banquet to allow described second to attend a banquet For the offering customers service.
- 2. the method as described in claim 1, it is characterised in that allocating second seat corresponding with the demand of the client To allow described second to attend a banquet as after the offering customers service, methods described also includes：Judge whether to receive the prompting message of client；If receiving the prompting message of client, judge described first attend a banquet it is whether online；If described first attends a banquet online, it is described that switching described first, which is attended a banquet to allow described first to attend a banquet according to the prompting message, Offering customers service；If not receiving the prompting message of client, judge that described second attends a banquet with whether the client has conclusion of the business business；If described second attends a banquet with the client without conclusion of the business business, described first is reminded to attend a banquet to allow described first to attend a banquet to be described Offering customers service.
- 3. the method as described in claim any one of 1-2, it is characterised in that the demand for obtaining client, including：Used channel when obtaining customer requests service；The demand of client is obtained according to the channel.
- 4. the method as described in claim any one of 1-2, it is characterised in that the allotment is corresponding with the demand of the client Second attend a banquet to allow described second to attend a banquet as the offering customers service, including：The sale degree of the client is obtained according to the identification information of the client；Allotment is attended a banquet with the second of the sale degree corresponding level of the client and provided with allowing described second to attend a banquet for the client Service.
- 5. the method as described in claim 1, it is characterised in that methods described also includes：Used channel during according to the customer requests service, sent to the client as described in the offering customers service First attends a banquet or the second identification information attended a banquet, in order to the client in next service request according to the identification information come Attended a banquet needed for selection.
- 6. a kind of attend a banquet provides the device of service, it is characterised in that described device includes：Demand acquiring unit, for obtaining the demand of client, the demand includes the identification information of client；Acquisition request unit, for obtaining the service request of client, the service request is used to ask the service attended a banquet；Judging unit is serviced, clothes were provided for the client for whether the identification information judgment according to client to have first to attend a banquet Business；Online judging unit, if providing service for thering is first to attend a banquet for the client, judge described first attend a banquet whether Line；Adapter unit, if it is online to be attended a banquet for described first, attended a banquet for described in the user call first to allow described first to sit Seat is the offering customers service；Deployment unit, if it is not online to be attended a banquet for described first, allotment it is corresponding with the demand of the client second attend a banquet with Described second is allowed to attend a banquet as the offering customers service.
- 7. device as claimed in claim 6, it is characterised in that described device also includes：Judging unit is reminded, for judging whether to receive the prompting message of client；Online judging unit, if being additionally operable to receive the prompting message of client, judge described first attend a banquet it is whether online；The adapter unit, attend a banquet online if being additionally operable to described first, switching described first is attended a banquet to allow described first to attend a banquet root It is the offering customers service according to the prompting message；Conclusion of the business judging unit, if the prompting message for not receiving client, judge whether are second seat and the client There is conclusion of the business business；Reminding unit, if being attended a banquet for described second with the client without conclusion of the business business, described first is reminded to attend a banquet described to allow First attends a banquet as the offering customers service.
- 8. the device as described in claim any one of 6-7, it is characterised in that the demand acquiring unit includes：Channel acquiring unit, used channel during for obtaining customer requests service；Customer demand acquiring unit, for obtaining the demand of client according to the channel.
- A kind of 9. equipment that service is provided of attending a banquet, it is characterised in that the equipment includes memory, and with the memory phase Processor even；The memory, the routine data for offer service of attending a banquet is realized for storing；The processor, for running the routine data stored in the memory, to perform such as any one of claim 1-5 institutes The method stated.
- 10. a kind of computer-readable recording medium, it is characterised in that characterized in that, the computer-readable recording medium is deposited Contain one or more than one routine data, one either more than one routine data can by one or more than one Computing device, to realize method as described in any one of claim 1 to 5.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710762590.5A CN107800899A (en) | 2017-08-30 | 2017-08-30 | Attend a banquet and method, apparatus, equipment and the computer-readable recording medium of service are provided |
| PCT/CN2018/083148 WO2019041825A1 (en) | 2017-08-30 | 2018-04-16 | Method, apparatus and device for providing service by agent, and computer-readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710762590.5A CN107800899A (en) | 2017-08-30 | 2017-08-30 | Attend a banquet and method, apparatus, equipment and the computer-readable recording medium of service are provided |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN107800899A true CN107800899A (en) | 2018-03-13 |
Family
ID=61531659
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710762590.5A Pending CN107800899A (en) | 2017-08-30 | 2017-08-30 | Attend a banquet and method, apparatus, equipment and the computer-readable recording medium of service are provided |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN107800899A (en) |
| WO (1) | WO2019041825A1 (en) |
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| CN108717589A (en) * | 2018-03-22 | 2018-10-30 | 平安科技（深圳）有限公司 | Customer service is attended a banquet determining method, apparatus, computer equipment and storage medium |
| WO2019041825A1 (en) * | 2017-08-30 | 2019-03-07 | 平安科技（深圳）有限公司 | Method, apparatus and device for providing service by agent, and computer-readable storage medium |
| CN109660680A (en) * | 2019-02-06 | 2019-04-19 | 刘兴丹 | A kind of method, apparatus of selectivity access voice communication |
| CN109873910A (en) * | 2019-03-28 | 2019-06-11 | 中国联合网络通信集团有限公司 | Processing method, device and the storage medium of session request |
| WO2019214113A1 (en) * | 2018-05-11 | 2019-11-14 | 平安科技（深圳）有限公司 | Agent allocation method and device, storage medium and electronic device |
| CN110536032A (en) * | 2019-07-09 | 2019-12-03 | 中国平安财产保险股份有限公司 | Message method, device, electronic equipment and storage medium |
| CN110545231A (en) * | 2018-05-28 | 2019-12-06 | 招商银行股份有限公司 | business communication method, equipment and computer readable storage medium |
| CN110557415A (en) * | 2018-05-31 | 2019-12-10 | 阿里巴巴集团控股有限公司 | online customer service system, user side, server, customer service side and method |
| CN111212191A (en) * | 2019-12-05 | 2020-05-29 | 商客通尚景科技（上海）股份有限公司 | Customer incoming call seat distribution method |
| CN111601003A (en) * | 2020-05-15 | 2020-08-28 | 中国银行股份有限公司 | Session establishment method and device |
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| WO2019041825A1 (en) | 2019-03-07 |
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Application publication date: 20180313 |