CN107800901B - User call processing method, device, computer equipment and storage medium - Google Patents
User call processing method, device, computer equipment and storage medium Download PDFInfo
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- CN107800901B CN107800901B CN201710813151.2A CN201710813151A CN107800901B CN 107800901 B CN107800901 B CN 107800901B CN 201710813151 A CN201710813151 A CN 201710813151A CN 107800901 B CN107800901 B CN 107800901B
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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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
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
Abstract
The application relates to a user call processing method, a user call processing device, computer equipment and a storage medium, wherein the method comprises the following steps: receiving a call request sent by a user terminal, wherein the call request carries a terminal identifier; adding the terminal identification to a call queue; inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring a network consultation link, and generating prompt information of network consultation by using the network consultation link; and sending the prompt information of the network consultation to a user terminal corresponding to a terminal identifier in a call queue so that the user terminal sends a consultation problem to a network customer service according to the prompt information of the network consultation. By adopting the method, the user can conveniently and timely consult the problem.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a user call processing method and apparatus, a computer device, and a storage medium.
Background
Before and after the purchase of the product, the user may consult customer service personnel for the relevant question by making a call to the customer service person. If the number of consultants is large, the customer service personnel cannot connect the telephone of the user in time, and the user can only wait in line. In the queuing process, the user may wait for a long time and still not queue, so that the user cannot perform problem consultation in time, and inconvenience is brought to the user.
Disclosure of Invention
In view of the above, it is necessary to provide a user call processing method, apparatus, computer device and storage medium for facilitating a user to perform a problem consultation in time.
A method of subscriber call processing, comprising:
receiving a call request sent by a user terminal, wherein the call request carries a terminal identifier;
adding the terminal identification to a call queue;
inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring a network consultation link, and generating prompt information of network consultation by using the network consultation link;
and sending the prompt information of the network consultation to a user terminal corresponding to a terminal identifier in a call queue so that the user terminal sends a consultation problem to a network customer service according to the prompt information of the network consultation.
In one embodiment, after the step of adding the terminal identifier to the call queue, the method further includes:
inquiring the sequence number of the terminal identifier in the call queue according to a preset frequency;
and generating queuing prompt information according to the sequencing number, and sending the queuing prompt information to the user terminal corresponding to the terminal identification.
In one embodiment, after the step of adding the terminal identifier to the call queue, the method further includes:
inquiring the total number of terminal identifications in a call queue and the sequence number of the terminal identifications in the call queue according to a preset frequency;
generating queuing prompt information corresponding to the terminal identification by using the total number and the queuing number;
and sending the plurality of queuing prompt messages to a plurality of user terminals respectively corresponding to the terminal identifications.
In one embodiment, the method further comprises:
if the communication between the user terminal and the telephone customer service is abnormally interrupted, when a call request sent by the user terminal is received again, inquiring the last communication time according to a terminal identifier corresponding to the user terminal;
if the last call time is within a preset time period, inquiring the telephone customer service of the last call according to the terminal identification;
generating a call task by using the call request, and sending the call task to a telephone customer service of the last call; or
And if the telephone customer service of the last call is busy in the current working state, generating prompt information of network consultation, and returning the prompt information of the network consultation to the user terminal.
In one embodiment, the method further comprises:
acquiring activity information, wherein the activity information comprises an activity address and an activity theme;
inquiring the area corresponding to the active address; acquiring a plurality of terminal identifications in the area;
acquiring the consultation problems corresponding to the terminal identifications, and performing big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of the user consultation problems in the region matched with the activity theme;
and sending the activity information to user terminals corresponding to a plurality of target terminal identifications.
A subscriber call processing apparatus, the apparatus comprising:
the communication module is used for receiving a call request sent by a user terminal, wherein the call request carries a terminal identifier;
a queuing module for adding the terminal identifier to a call queue;
the query module is used for querying the working states of the plurality of telephone customer services according to the call request, acquiring a network consultation link if the working states of the telephone customer services are all busy, and generating prompt information of network consultation by using the network consultation link;
the communication module is further used for sending the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue, so that the user terminal sends a consultation problem to the network customer service according to the prompt information of the network consultation.
In one embodiment, the query module is further configured to query a sequence number of the terminal identifier in a call queue according to a preset frequency; generating queuing prompt information according to the sequencing number; and the communication module is also used for sending the queuing prompt information to the user terminal corresponding to the terminal identification.
In one embodiment, the query module is further configured to obtain activity information, where the activity information includes an activity address and an activity topic; inquiring the area corresponding to the active address; acquiring a plurality of terminal identifications in the area; the device further comprises:
the big data analysis module is used for acquiring the consultation problems corresponding to the terminal identifications, and carrying out big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of the user consultation problems in the region matched with the activity theme;
and the communication module is also used for sending the activity information to the user terminals corresponding to the plurality of target terminal identifications.
A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the steps of any of the above methods when executing the computer program.
A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of any of the methods described above.
According to the user call processing method, the user call processing device, the computer equipment and the storage medium, when a call request sent by a user terminal is received, the terminal identification carried in the call request is added to the call queue. If all the telephone customer service devices are busy, the call request can not be connected at present and needs to be queued up. The network consultation link is utilized to generate prompt information of the network consultation, and the prompt information is sent to the user terminal corresponding to the terminal identifier in the call queue, so that the user in the queue can timely learn the way of the network consultation, and the consultation problem is sent to the network customer service through the user terminal, thereby ensuring that the user can continue the problem consultation in time, and providing convenience for the user.
Drawings
FIG. 1 is a diagram illustrating an exemplary embodiment of a method for handling user calls;
FIG. 2 is a flow diagram of a method for subscriber call processing in one embodiment;
FIG. 3 is a block diagram of a server in one embodiment;
FIG. 4 is a block diagram of a subscriber call processing device in one embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.
The application provides a user call processing method, which can be applied to the application environment shown in fig. 1. The user terminal 102 is connected to the server 104 via a network. The server 104 is connected to a telephone agent terminal 106 and to a network agent terminal 108 via a network. When the user has a problem and needs to consult the customer service staff, the user can make a customer service call through the user terminal 102 to initiate a call request. The server 104 receives the call request. The server 104 extracts the terminal identifier carried in the call request, and adds the terminal identifier to the call queue. The server 104 generates a call task according to the call request, and inquires the working state of the telephone customer service, and if the working state is idle, sends the call task to the corresponding telephone customer service terminal 106. If all the telephone customer service devices are busy, the server 104 will obtain the network consultation link, generate the prompt information of the network consultation by using the network consultation link, and send the prompt information to the user terminals 102 in the queue. The user clicks the web consultation link through the user terminal 102, and sends a consultation question to the server 104. The server 104 generates a consultation task by using the consultation problem, and distributes the consultation task to the corresponding network customer service terminal 108. Therefore, the problem consultation can be ensured to be continued in time for the user, and convenience is provided for the user.
In an embodiment, as shown in fig. 2, a user call processing method is provided, which is described by taking the application of the method to the server 104 in fig. 1 as an example, and specifically includes the following steps:
And step 206, inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring the network consultation link, and generating prompt information of network consultation by using the network consultation link.
And step 208, sending the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue, so that the user terminal sends the consultation problem to the network customer service according to the prompt information of the network consultation.
The terminal comprises a mobile phone, a tablet computer and the like. The terminal has a conversation function, and can be provided with an application program to interact with the server through the application program. When the user has a problem and needs to consult the customer service staff, the user can dial the customer service telephone through the user terminal and initiate a call request. The server receives the call request. And the server extracts the terminal identification carried in the call request and adds the terminal identification to the call queue. The server generates a call task according to the call request and inquires the working state of the telephone customer service, and if the working states of all the telephone customer services are busy, the server can not distribute the call task to the telephone customer service temporarily. At this time, the ue needs to wait in a queue. If the communication of a certain telephone customer service is finished and the working state of the certain telephone customer service is changed from busy to idle, the server acquires the terminal identifier which is currently sorted at the forefront in the call queue according to the first-in first-out principle, and allocates the communication task corresponding to the identifier to the telephone customer service with the working state of idle. The user terminals corresponding to the other terminal identifiers in the call queue need to continue waiting.
If there are more user terminals currently initiating the call request, there are more terminal identifications stored in the call queue. If the working states of the server for inquiring the telephone customer service are all busy, the working states indicate that the call tasks corresponding to the terminal identifications in the call queue cannot be distributed currently, and the corresponding user terminals can only wait in a queue.
Because each user needs a certain time to communicate with the telephone customer service, if the number of people in the queue is large, one or more users in the next rank wait for a long time. If the user has more or more complicated problems and the communication time with the telephone customer service is more, the queuing waiting time is prolonged, so that the user in the queue cannot perform problem consultation in time.
In order to facilitate the user to carry out problem consultation in time, when the working states of the telephone customer service are busy, the server can acquire the network consultation link, prompt information of network consultation is generated by using the network consultation link, and the prompt information is sent to the user terminals in queue. The prompt message of the network consultation can be a text message, a voice message, a text message and a voice message. For example, the server may first send voice information to the user terminals in line so that the user hears a prompt for a network consultation. Secondly, the server sends corresponding text information to the user terminal, and the text information carries the network consultation link. And the user clicks the network consultation link, enters a consultation page through a pre-installed application program and sends a consultation problem to the server. The server generates a consultation task by utilizing the consultation problem, and distributes the consultation task to the corresponding network customer service. The server establishes the connection between the user terminal and the network customer service terminal, and the user terminal and the network customer service terminal can directly send characters, voice or video and the like to carry out question consultation and reply.
Further, the server can also inquire the working state of the network customer service when allocating the consultation task. And if the network customer service with the idle working state is inquired, the consultation task is preferentially distributed to the network customer service with the idle working state. Therefore, the consultation problem of the user can be timely and effectively replied.
And if the work states of all the network customer services are busy, acquiring the task volumes of all the network customer services, sequencing according to the task volumes, and distributing the consultation tasks to the network customer service with the least task volume. Therefore, the consultation problem of the user can be ensured to be replied as soon as possible.
In this embodiment, when a call request sent by a user terminal is received, a terminal identifier carried in the call request is added to a call queue. If all the telephone customer service devices are busy, the call request can not be connected at present and needs to be queued up. The network consultation link is utilized to generate prompt information of the network consultation, and the prompt information is sent to the user terminal corresponding to the terminal identifier in the call queue, so that the user in the queue can timely learn the way of the network consultation, and the consultation problem is sent to the network customer service through the user terminal, thereby ensuring that the user can continue the problem consultation in time, and providing convenience for the user.
Further, the first application program is installed on the user terminal. The network customer service terminal is provided with a second application program. The first application and the second application may be different. The user terminal and the network customer service terminal are respectively provided with plug-ins which can be the same. When a client sends a consultation request to a server by using a first application program of the terminal, the server generates a consultation task by using the consultation request and sends the consultation task to a corresponding network customer service terminal. The server establishes connection between the user terminal and the network customer service terminal, the network customer service terminal calls a plug-in by using a second application program, and the second application program returns the content corresponding to the consultation task to the user terminal through the plug-in. And the user calls the plug-in by using the first application program, receives the content returned by the network customer service terminal by using the plug-in, and displays the content by using the first application program. Therefore, the user can conveniently and timely consult the problem through the network customer service.
In one embodiment, after the step of adding the terminal identification to the call queue, the method further comprises: inquiring the sequence number of the terminal identifier in the call queue according to a preset frequency; and generating queuing prompt information according to the sequencing number, and sending the queuing prompt information to the user terminal corresponding to the terminal identifier.
In this embodiment, after the terminal identifier of the user terminal is added to the call queue, a corresponding sequence number is generated. The call queue can adjust the sequence number of the terminal identifier according to the first-in first-out principle. When the working state of a certain telephone customer service is changed from busy to idle, the server acquires the terminal identifier with the top sequencing in the call queue, and allocates the call task corresponding to the terminal identifier to the telephone customer service with the idle working state. The terminal identifier is removed from the call queue and the sequence numbers of the other terminal identifiers are sequentially decreased.
The server may query the current queue number of the terminal identifier in the call queue according to a preset frequency. For example, the preset frequency is once per minute. Because the communication time between different users and the telephone customer service is different, when the server inquires the ranking number of the terminal identifier in the call queue, the current ranking number of the same terminal identifier may be the same as or different from the last ranking number.
In order to facilitate the user to know the own queuing position, the server can sequentially generate the corresponding queuing prompt information according to the queried sequencing number corresponding to the terminal identifier. The queuing prompt message can be a voice message or a text message. Preferably, in order to facilitate the user to know the queuing position in time, the queuing prompt message may be a voice message. And the server sends the queuing prompt messages to the user terminals respectively corresponding to the terminal identifications.
In one embodiment, after the step of adding the terminal identifier to the call queue, the method further includes: inquiring the total number of the terminal identifications in the call queue and the sequence number of the terminal identifications in the call queue according to a preset frequency; generating queuing prompt information corresponding to the terminal identification by using the total amount and the sequencing number; and sending the plurality of queuing prompt messages to a plurality of user terminals respectively corresponding to the terminal identifications.
The server can also inquire the total number of the terminal identifications in the call queue according to a preset frequency. And the server generates queuing prompt information by using the total number of the terminal identifications and the sequencing number of the terminal identifications. And the server sends the queuing prompt messages to the user terminals respectively corresponding to the terminal identifications. Therefore, the user can know the queuing position of the user and the whole queuing condition conveniently.
Further, after sending the queuing prompt message to the user terminal, the server may also send a prompt message for network consultation to the user terminal. Therefore, the user can conveniently adopt a network consultation method to carry out problem consultation in time after knowing the current queuing condition.
In one embodiment, the method further comprises: if the communication between the user terminal and the telephone customer service is abnormally interrupted, when a call request sent by the user terminal is received again, inquiring the last communication time according to a terminal identifier corresponding to the user terminal; if the last call time is within a preset time period, inquiring the telephone customer service of the last call according to the terminal identification; generating a call task by using the call request, and sending the call task to a telephone customer service of the last call; or if the telephone customer service of the last call is busy in the current working state, generating prompt information of network consultation, and returning the prompt information of the network consultation to the user terminal.
In this embodiment, when the call between the user terminal and the telephone service is abnormally interrupted, if the question consulted by the user is not answered effectively, the user can continue to dial the telephone of the service to initiate the call request. When the server receives the call request sent by the user terminal again, the server inquires the last call time of the user terminal according to the terminal identifier carried in the call request, and if the last call time is within a preset time period, for example, the preset time is within 1 minute, the last call between the user terminal and the telephone customer service is determined to be abnormally interrupted. The server generates a call task by using the call request. And the server inquires the working state of the telephone customer service in the last call, and if the current working state of the telephone customer service is idle, the call task corresponding to the request is distributed to the telephone customer service. The user can directly continue to talk with the telephone customer service which talks last time without queuing again, thereby ensuring the continuity of the service provided for the user.
And if the telephone customer service in the last call is busy in the current working state, the server sends the call task to the telephone customer service. After the telephone customer service finishes the current conversation, the telephone customer service can call back to the user in time so as to ensure the continuity of the service.
If the telephone customer service in the last call is busy in the current working state, the server can also acquire the network consultation link, generate prompt information of the network consultation by using the network consultation link, and send the prompt information to the user terminal. The prompt message of the network consultation can be a text message, a voice message, a text message and a voice message. And the user clicks the network consultation link, enters a consultation page through a pre-installed application program and sends a consultation problem to the server. The server generates a consultation task by utilizing the consultation problem, and distributes the consultation task to the corresponding network customer service. Thereby ensuring consistency of the service provided to the user.
In one embodiment, the method further comprises: acquiring activity information, wherein the activity information comprises an activity address and an activity theme; inquiring an area corresponding to the active address; acquiring a plurality of terminal identifications in an area; the method comprises the steps of obtaining consultation problems corresponding to a plurality of terminal identifications, and carrying out big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of users in an area, wherein the consultation problems of the users are matched with an activity theme; and sending the activity information to the user terminals corresponding to the plurality of target terminal identifications.
And the activity organization party uploads activity information to the server through the management terminal. The activity information includes an activity address, an activity subject, an activity time, and the like. The activity topic includes keywords of activity information, such as claims or security. The server inquires about the region holding the activity according to the activity address. The area may be an administrative area, such as a city, etc. The server acquires a plurality of terminal identifications in the area.
The terminal identification acquired by the server is a consultation record with the telephone service or the network service. The advisory questions may be included in the advisory records. And the server acquires the consultation problems corresponding to the terminal identifications and performs big data analysis on the consultation problems. Specifically, the server may extract keywords of the consultation problem to perform cluster analysis. For example, the keywords of the consultation questions can be health, loan, security, and claim settlement. The clustering analysis can adopt a K-means clustering algorithm and the like. And performing cluster analysis on the keywords of the consultation problems to obtain a plurality of terminal identifications of the internal consultation problems of the users in the area, which are matched with the activity theme. Therefore, target users interested in the activity in the area can be screened out, and the target users interested in the activity can be used as activity invitation objects. The screened terminal identifier may also be referred to as a target terminal identifier. And the server sends the activity information to the user terminals corresponding to the plurality of target terminal identifications. Because the consultation problem of the activity invitation object is matched with the activity theme, the activity information is pushed to the invitation object, and the success rate of activity invitation can be effectively improved.
In one embodiment, a computer device is provided, wherein the computer device may be a server. As shown in fig. 3, the computer device includes a processor, a memory, and a network interface connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium of the computer device stores an operating system and a computer program. The internal memory of the computer device provides an environment for the operating system and the computer program to run in the non-volatile storage medium. The network interface of the computer device is used for communicating with an external terminal through network connection, for example, receiving a call request sent by a user terminal and returning prompt information to the user terminal. The computer program is executed by a processor to implement a method of subscriber call processing. Those skilled in the art will appreciate that the architecture shown in fig. 3 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
As shown in fig. 4, the present application also provides a user call processing apparatus, the internal structure of which may correspond to the structure shown in fig. 3, and each of the following modules may be implemented in whole or in part by software, hardware, or a combination thereof. In one embodiment, a subscriber call processing apparatus comprises: a communication module 402, a queuing module 404, and a query module 406, wherein:
a communication module 402, configured to receive a call request sent by a user terminal, where the call request carries a terminal identifier.
A queuing module 404 configured to add the terminal identifier to the call queue.
The query module 406 is configured to query the working states of the plurality of telephone customer services according to the call request, and if the working states of the telephone customer services are all busy, obtain a network consultation link and generate prompt information for network consultation by using the network consultation link.
The communication module 402 is further configured to send a prompt message of network consultation to the user terminal corresponding to the terminal identifier in the call queue, so that the user terminal sends a consultation question to the network customer service according to the prompt message of network consultation.
In one embodiment, the query module 406 is further configured to query the sequence number of the terminal identifier in the call queue according to a preset frequency; generating queuing prompt information according to the sequencing number; the communication module 402 is further configured to send the queuing guidance information to the user terminal corresponding to the terminal identifier.
In one embodiment, the query module 406 is further configured to query the total number of the terminal identifiers in the call queue and the sequence number of the terminal identifier in the call queue according to a preset frequency; generating queuing prompt information corresponding to the terminal identification by using the total amount and the sequencing number; the communication module 402 is further configured to send the plurality of queuing guidance messages to the plurality of user terminals respectively corresponding to the terminal identifiers.
In an embodiment, the query module 406 is further configured to, if the call between the user terminal and the telephone customer service is abnormally interrupted, query the last call time according to the terminal identifier corresponding to the user terminal when the call request sent by the user terminal is received again; if the last call time is within a preset time period, inquiring the telephone customer service of the last call according to the terminal identification, and generating a call task by using the call request; the communication module 402 is further configured to send the call task to the telephone customer service of the last call; or the query module 406 is further configured to generate a prompt message for network consultation if the telephone customer service of the previous call is busy in the current working state, and the communication module 402 is further configured to return the prompt message for network consultation to the user terminal.
In one embodiment, the query module is further configured to obtain activity information, where the activity information includes an activity address and an activity topic; inquiring an area corresponding to the active address; acquiring a plurality of terminal identifications in an area; the device also includes: the big data analysis module is used for acquiring the consultation problems corresponding to the terminal identifications, and carrying out big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of the user consultation problems in the region matched with the activity theme; the communication module is further used for sending the activity information to the user terminals corresponding to the plurality of target terminal identifications.
The user call handling means may be implemented in the form of a computer program which is executable on a computer device as shown in figure 3.
In one embodiment, a computer device is provided, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, the processor implementing the following steps when executing the computer program:
receiving a call request sent by a user terminal, wherein the call request carries a terminal identifier;
adding a terminal identification to a call queue;
inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring a network consultation link, and generating prompt information of network consultation by using the network consultation link;
and sending the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue so that the user terminal sends the consultation problem to the network customer service according to the prompt information of the network consultation.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
inquiring the sequence number of the terminal identifier in the call queue according to a preset frequency;
and generating queuing prompt information according to the sequencing number, and sending the queuing prompt information to the user terminal corresponding to the terminal identifier.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
inquiring the total number of the terminal identifications in the call queue and the sequence number of the terminal identifications in the call queue according to a preset frequency;
generating queuing prompt information corresponding to the terminal identification by using the total amount and the sequencing number;
and sending the plurality of queuing prompt messages to a plurality of user terminals respectively corresponding to the terminal identifications.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
if the communication between the user terminal and the telephone customer service is abnormally interrupted, when a call request sent by the user terminal is received again, inquiring the last communication time according to a terminal identifier corresponding to the user terminal;
if the last call time is within a preset time period, inquiring the telephone customer service of the last call according to the terminal identification;
generating a call task by using the call request, and sending the call task to a telephone customer service of the last call; or
And if the telephone customer service of the last call is busy in the current working state, generating prompt information of network consultation, and returning the prompt information of the network consultation to the user terminal.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
acquiring activity information, wherein the activity information comprises an activity address and an activity theme;
inquiring an area corresponding to the active address; acquiring a plurality of terminal identifications in an area;
acquiring the consultation problems corresponding to the terminal identifications, and performing big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of which the user consultation problems in the region are matched with the activity theme;
and sending the activity information to the user terminals corresponding to the plurality of target terminal identifications.
In one embodiment, a computer-readable storage medium is provided, having a computer program stored thereon, which when executed by a processor, performs the steps of:
receiving a call request sent by a user terminal, wherein the call request carries a terminal identifier;
adding a terminal identification to a call queue;
inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring a network consultation link, and generating prompt information of network consultation by using the network consultation link;
and sending the prompt information of the network consultation to the user terminal corresponding to the terminal identifier in the call queue so that the user terminal sends the consultation problem to the network customer service according to the prompt information of the network consultation.
In one embodiment, the computer program when executed by the processor further performs the steps of:
inquiring the sequence number of the terminal identifier in the call queue according to a preset frequency;
and generating queuing prompt information according to the sequencing number, and sending the queuing prompt information to the user terminal corresponding to the terminal identifier.
In one embodiment, the computer program when executed by the processor further performs the steps of:
inquiring the total number of the terminal identifications in the call queue and the sequence number of the terminal identifications in the call queue according to a preset frequency;
generating queuing prompt information corresponding to the terminal identification by using the total amount and the sequencing number;
and sending the plurality of queuing prompt messages to a plurality of user terminals respectively corresponding to the terminal identifications.
In one embodiment, the computer program when executed by the processor further performs the steps of:
if the communication between the user terminal and the telephone customer service is abnormally interrupted, when a call request sent by the user terminal is received again, inquiring the last communication time according to a terminal identifier corresponding to the user terminal;
if the last call time is within a preset time period, inquiring the telephone customer service of the last call according to the terminal identification;
generating a call task by using the call request, and sending the call task to a telephone customer service of the last call; or
And if the telephone customer service of the last call is busy in the current working state, generating prompt information of network consultation, and returning the prompt information of the network consultation to the user terminal.
In one embodiment, the computer program when executed by the processor further performs the steps of:
acquiring activity information, wherein the activity information comprises an activity address and an activity theme;
inquiring an area corresponding to the active address; acquiring a plurality of terminal identifications in an area;
acquiring the consultation problems corresponding to the terminal identifications, and performing big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of which the user consultation problems in the region are matched with the activity theme;
and sending the activity information to the user terminals corresponding to the plurality of target terminal identifications.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. The storage medium may be a magnetic disk, an optical disk, a Read-Only Memory (ROM), or the like.
The technical features of the embodiments described above may be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the embodiments described above are not described, but should be considered as being within the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (8)
1. A method of subscriber call processing, comprising:
receiving a call request initiated by a user terminal through a calling customer service telephone, wherein the call request carries a terminal identifier;
adding the terminal identification to a call queue; inquiring the sequence number of the terminal identifier in the call queue according to a preset frequency; generating queuing prompt information according to the sequencing number, wherein the queuing prompt information comprises voice information, and sending the voice information to a user terminal corresponding to the terminal identification; inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring a network consultation link, and generating prompt information of network consultation by using the network consultation link;
sending the prompt information of the network consultation to a user terminal corresponding to a terminal identifier in a call queue, so that the user terminal clicks a network consultation link according to the prompt information of the network consultation and enters a consultation page; the user terminal is provided with a first application program and a plug-in;
when a consultation request sent by the user terminal by using a first application program is received, generating a consultation task from the consultation request, and sending the consultation task to a corresponding network customer service terminal; the network customer service terminal is provided with a second application program and a plug-in;
and establishing connection between the user terminal and the network customer service terminal, wherein the network customer service terminal calls a plug-in by using the second application program, returns the content corresponding to the consultation task to the user terminal through the plug-in, calls the plug-in by using the first application program, receives the content returned by the network customer service terminal by using the plug-in, and displays the content by using the first application program.
2. The method of claim 1, further comprising, after the step of adding the terminal identification to a call queue:
inquiring the total number of terminal identifications in a call queue and the sequence number of the terminal identifications in the call queue according to a preset frequency;
generating queuing prompt information corresponding to the terminal identification by using the total number and the queuing number;
and sending the plurality of queuing prompt messages to a plurality of user terminals respectively corresponding to the terminal identifications.
3. The method of claim 1, further comprising:
if the communication between the user terminal and the telephone customer service is abnormally interrupted, when a call request sent by the user terminal is received again, inquiring the last communication time according to a terminal identifier corresponding to the user terminal;
if the last call time is within a preset time period, inquiring the telephone customer service of the last call according to the terminal identification;
generating a call task by using the call request, and sending the call task to a telephone customer service of the last call; or
And if the telephone customer service of the last call is busy in the current working state, generating prompt information of network consultation, and returning the prompt information of the network consultation to the user terminal.
4. The method of claim 1, further comprising:
acquiring activity information, wherein the activity information comprises an activity address and an activity theme;
inquiring the area corresponding to the active address; acquiring a plurality of terminal identifications in the area;
acquiring the consultation problems corresponding to the terminal identifications, and performing big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of the user consultation problems in the region matched with the activity theme;
and sending the activity information to user terminals corresponding to a plurality of target terminal identifications.
5. A subscriber call processing apparatus, the apparatus comprising:
the communication module is used for receiving a call request initiated by a user terminal through dialing a customer service telephone, wherein the call request carries a terminal identifier;
a queuing module for adding the terminal identifier to a call queue;
the inquiry module is used for inquiring the sequence number of the terminal identifier in the call queue according to the preset frequency; generating queuing prompt information according to the sequencing number, wherein the queuing prompt information comprises voice information, and sending the voice information to a user terminal corresponding to the terminal identification; inquiring the working states of a plurality of telephone customer services according to the call request, if the working states of the telephone customer services are all busy, acquiring a network consultation link, and generating prompt information of network consultation by using the network consultation link;
the communication module is also used for sending the prompt information of the network consultation to the user terminal corresponding to the terminal identification in the call queue, so that the user terminal clicks a network consultation link according to the prompt information of the network consultation and enters a consultation page; the user terminal is provided with a first application program and a plug-in; when a consultation request sent by the user terminal by using a first application program is received, generating a consultation task from the consultation request, and sending the consultation task to a corresponding network customer service terminal; the network customer service terminal is provided with a second application program and a plug-in; and establishing connection between the user terminal and the network customer service terminal, wherein the network customer service terminal calls a plug-in by using the second application program, returns the content corresponding to the consultation task to the user terminal through the plug-in, calls the plug-in by using the first application program, receives the content returned by the network customer service terminal by using the plug-in, and displays the content by using the first application program.
6. The apparatus of claim 5, wherein the query module is further configured to obtain activity information, and wherein the activity information comprises an activity address and an activity topic; inquiring the area corresponding to the active address; acquiring a plurality of terminal identifications in the area; the device further comprises:
the big data analysis module is used for acquiring the consultation problems corresponding to the terminal identifications, and carrying out big data analysis on the consultation problems corresponding to the terminal identifications to obtain a plurality of target terminal identifications of the user consultation problems in the region matched with the activity theme;
and the communication module is also used for sending the activity information to the user terminals corresponding to the plurality of target terminal identifications.
7. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of the method of any of claims 1 to 4 are implemented when the computer program is executed by the processor.
8. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 4.
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| CN201710813151.2A CN107800901B (en) | 2017-09-11 | 2017-09-11 | User call processing method, device, computer equipment and storage medium |
| PCT/CN2018/088633 WO2019047568A1 (en) | 2017-09-11 | 2018-05-28 | User call processing method, apparatus, computer device, and storage medium |
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| CN201710813151.2A CN107800901B (en) | 2017-09-11 | 2017-09-11 | User call processing method, device, computer equipment and storage medium |
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| CN107800901B (en) * | 2017-09-11 | 2020-02-14 | 平安科技（深圳）有限公司 | User call processing method, device, computer equipment and storage medium |
| CN109474762B (en) * | 2018-09-18 | 2022-01-11 | 中国平安人寿保险股份有限公司 | Processing method and device for door-to-door service task, computer equipment and storage medium |
| CN109660680A (en) * | 2019-02-06 | 2019-04-19 | 刘兴丹 | A kind of method, apparatus of selectivity access voice communication |
| CN110602335B (en) * | 2019-08-14 | 2022-11-18 | 中国平安财产保险股份有限公司 | Method and device for setting terminal priority, computer equipment and storage medium |
| CN110740218B (en) * | 2019-10-23 | 2021-07-09 | 京东数字科技控股有限公司 | Call request processing method, processing device, electronic equipment and medium |
| CN112888082A (en) * | 2021-01-27 | 2021-06-01 | 上海华客信息科技有限公司 | Voice call method, system, device and storage medium based on two-dimension code |
| CN116545970A (en) * | 2023-05-08 | 2023-08-04 | 阿里巴巴（中国）有限公司 | Consultation queue display method and device and electronic equipment |
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