CN107888786A - A kind of method and computer system of intelligent Matching operator - Google Patents
A kind of method and computer system of intelligent Matching operator Download PDFInfo
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- CN107888786A CN107888786A CN201711176319.XA CN201711176319A CN107888786A CN 107888786 A CN107888786 A CN 107888786A CN 201711176319 A CN201711176319 A CN 201711176319A CN 107888786 A CN107888786 A CN 107888786A
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- Prior art keywords
- item selection
- selection procedure
- operator
- problem types
- analysis
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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
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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
- H04M3/5233—Operator skill based call distribution
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- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
Abstract
A kind of method of intelligent Matching operator, including：Step 1：Data-base recording historic user feels concerned about the item selection procedure in system in a call；Step 2：According to the historic user to operator submit the problem of, determine the type of the problem；Step 3：Establish the corresponding relation of item selection procedure and problem types；Step 4：Analysis system to the corresponding relation of above-mentioned item selection procedure and problem types by carrying out statistics and analysis, when problem types exceedes threshold value corresponding to certain intermediate item selection course, then assigns such item selection procedure to the problem types；Step 5：Behind new user's access calling center, if the new user finally have selected manual service, step 6 is performed；Step 6：The item selection procedure of the new user is sent to analysis system；Step 7：Analysis system obtains corresponding problem types by matching the item selection procedure；Step 8：Corresponding operator is determined according to problem types is obtained.
Description
Technical field
The present invention relates to call center system.
Background technology
The mode that the call center of operator is combined using automatic-answering back device and manual answering in the prior art is different
Operator be responsible for answer different type the problem of.
With the rapid development of carrier service species, call center's type of service to be processed also becomes more, so as to
So that the project site selection of automatic-answering back device becomes increasingly complex, further, since the cost of operator is higher, operator is in calling is set
The heart sets upper principle to be to try to guide user to select automatic-answering back device, so as to the more difficult option for choosing personnel's response of user.
Then, the problem of bringing is that user tends not to type according to oneself problem, and it is such easily to choose processing
Operator of problem.
The content of the invention
The invention provides a kind of method of intelligent Matching operator, including：Step 1：Data-base recording historic user exists
Item selection procedure in call center system；Step 2：According to the historic user to operator submit the problem of, it is determined that this is asked
The type of topic；Step 3：Establish the corresponding relation of item selection procedure and problem types；Step 4：Analysis system passes through to above-mentioned
The corresponding relation of item selection procedure and problem types carries out statistics and analysis, the class when certain intermediate item selection course corresponds to the problem of
Type exceedes threshold value, then assigns such item selection procedure to the problem types；Step 5：Behind new user's access calling center,
If the new user finally have selected manual service, step 6 is performed；Step 6：The item selection procedure of the new user is sent
To analysis system；Step 7：Analysis system obtains corresponding problem types by matching the item selection procedure；Step 8：Root
Corresponding operator is determined according to problem types is obtained.
Present invention also offers a kind of method of intelligent Matching operator, step 11：Data-base recording historic user is being exhaled
It is the item selection procedure in centring system；Step 12：According to the historic user to operator submit the problem of, determine the problem
Type；Step 13：Establish the corresponding relation of item selection procedure and problem types；Step 14：Analysis system passes through to above-mentioned
The corresponding relation of item selection procedure and problem types carries out statistics and analysis, as long as most of process in item selection procedure
It is identical to be that identical is then judged as, when problem types exceedes threshold value corresponding to certain intermediate item selection course, then by the intermediate item
Selection course assigns the problem types；Step 15：Behind new user's access calling center, if the new user finally have selected people
Work clothes are engaged in, then perform step 16；Step 16：The item selection procedure of the new user is sent to analysis system；Step 17：Analysis
System obtains corresponding problem types by matching the item selection procedure, as long as the major part in item selection procedure is with dividing
The item selection procedure of analysis system is identical, so that it may is judged as identical；Step 18：Corresponding wiring is determined according to problem types is obtained
Member.
Preferably, described problem type can be that operator determines in communication process or system of call center
What system obtained according to message registration in ex-post analysis.
Preferably, such as a period of time the frequency of certain item selection procedure is m, is finally had the problem of determination more
Individual, a kind of most problem typeses has n, and n/m is more than threshold value, such as threshold value is 50%, then then by the items selection mistake
Journey is defined as matching with the problem types.
Preferably, this method may apply to telecommunications operator system, educational training system, air line, banking system
Or insurance system.
Present invention also offers a kind of computer program, for performing such as any one method in claim 1-5.
Present invention also offers a kind of computer system, including processor and memory, memory includes computer program,
The computer program is used for performing such as any one method in claim 1-5.
By in analysis of history data, the matching relationship of item selection procedure and problem types, when new calling arrives,
The problem of user can be predicted according to item selection procedure type, so as to just can be suitable to its distribution before user speaks
Operator, there is provided user obtain information efficiency.
Brief description of the drawings
Fig. 1 is the flow chart according to first embodiment of the invention；
Fig. 2 is the flow chart according to second embodiment of the invention.
Embodiment
Fig. 1 is the flow chart according to first embodiment of the invention.Comprise the following steps：
Step 1：Data-base recording historic user feels concerned about the item selection procedure in system in a call.For example, China Mobile
In 10086, detailed programs divide as follows：First layer, is divided into A, B, C3 project, and each project is respectively to be divided into 3
Two layers of project, it is A1, A2, A3 respectively;B1,B2,B3;C1,C2;C3.Each two layers of item dividing is two three layers of projects, respectively
It is A11, A12, A21, A22, A31, A32, B11, B12, B21, B22, B31, B32, C11, C12, C21, C22, C31, C32.Its
Middle A22, B31 are artificial customer services, and other options are all automatic speech customer services.For example, user's options purpose process is C, C1,
C12, C1, C, B, B1, B12, B1, B, B3, B31, then the item selection procedure of this calling be：C,C1,C12,C1,C,B,B1,
B12,B1,B,B3。
Step 2：According to the historic user to operator submit the problem of, determine the type of the problem.The problem types can
Be that operator determines in communication process or call center system according to message registration ex-post analysis obtain
's.
Step 3：Establish the corresponding relation of item selection procedure and problem types；
Step 4：Analysis system by carrying out statistics and analysis to the corresponding relation of above-mentioned item selection procedure and problem types, when
Problem types exceedes threshold value corresponding to certain intermediate item selection course, then assigns such item selection procedure to the problem types；
Such as the frequency of certain item selection procedure of a period of time is m, finally there is a kind of multiple, most problems the problem of determination
Type has n, and n/m is more than threshold value, such as threshold value is 50%, then is then defined as the item selection procedure and the problem
Type matching.
Step 5：Behind new user's access calling center, if the new user finally have selected manual service, step is performed
Rapid 6；
Step 6：The item selection procedure of the new user is sent to analysis system；
Step 7：Analysis system obtains corresponding problem types by matching the item selection procedure.
Step 8：Corresponding operator is determined according to problem types is obtained.
This method may apply to telecommunications operator system, educational training system, air line, banking system or insurance system
System.
Fig. 2 is the flow chart according to second embodiment of the invention.Comprise the following steps：
Step 11：Data-base recording historic user feels concerned about the item selection procedure in system in a call.For example, China Mobile
In 10086, detailed programs divide as follows：First layer, is divided into A, B, C3 project, and each project is respectively to be divided into 3
Two layers of project, it is A1, A2, A3 respectively;B1,B2,B3;C1,C2;C3.Each two layers of item dividing is two three layers of projects, respectively
It is A11, A12, A21, A22, A31, A32, B11, B12, B21, B22, B31, B32, C11, C12, C21, C22, C31, C32.Its
Middle A22, B31 are artificial customer services, and other options are all automatic speech customer services.For example, user's options purpose process is C, C1,
C12, C1, C, B, B1, B12, B1, B, B3, B31, then the item selection procedure of this calling be：C,C1,C12,C1,C,B,B1,
B12,B1,B,B3。
Step 12：According to the historic user to operator submit the problem of, determine the type of the problem.The problem types can
Be that operator determines in communication process or call center system according to message registration ex-post analysis obtain
's.
Step 13：Establish the corresponding relation of item selection procedure and problem types；
Step 14：Analysis system by carrying out statistics and analysis to the corresponding relation of above-mentioned item selection procedure and problem types,
As long as it is identical that most of process in item selection procedure is that identical is then judged as, asked when corresponding to certain intermediate item selection course
Topic type exceedes threshold value, then assigns such item selection procedure to the problem types；Such as certain items selection of a period of time
The frequency of process is m, and the problem of finally determining has a kind of multiple, most problem typeses to have n, and n/m is more than threshold value,
Such as threshold value is 50%, then then is defined as matching with the problem types by the item selection procedure.For example, C, C1, C12,
C1, C, B, B1, B12, B1, B, B3 and C, C1, C12, C1, C, C2, C, B, B1, B12, B1, B, B3 difference degrees are less than some door
Limit, then it is assumed that be identical.
Step 15：Behind new user's access calling center, if the new user finally have selected manual service, step is performed
Rapid 16；
Step 16：The item selection procedure of the new user is sent to analysis system；
Step 17：Analysis system obtains corresponding problem types by matching the item selection procedure, as long as items selection mistake
Major part in journey is identical with the item selection procedure of analysis system, so that it may is judged as identical.For example, in analysis system be C,
C1, C12, C1, C, B, B1, B12, B1, B, B3, that new user is C, C1, C12, C1, C, C2, C, B, B1, B12, B1, B, B3,
But difference degree is less than some thresholding, then it is assumed that is identical.
Step 18：Corresponding operator is determined according to problem types is obtained.
This method may apply to telecommunications operator system, educational training system, air line, banking system or insurance system
System.
Claims (7)
1. a kind of method of intelligent Matching operator, including：
Step 1：Data-base recording historic user feels concerned about the item selection procedure in system in a call；
Step 2：According to the historic user to operator submit the problem of, determine the type of the problem；
Step 3：Establish the corresponding relation of item selection procedure and problem types；
Step 4：Analysis system by carrying out statistics and analysis to the corresponding relation of above-mentioned item selection procedure and problem types, when
Problem types exceedes threshold value corresponding to certain intermediate item selection course, then assigns such item selection procedure to the problem types；
Step 5：Behind new user's access calling center, if the new user finally have selected manual service, step 6 is performed；
Step 6：The item selection procedure of the new user is sent to analysis system；
Step 7：Analysis system obtains corresponding problem types by matching the item selection procedure；
Step 8：Corresponding operator is determined according to problem types is obtained.
2. a kind of method of intelligent Matching operator, including：
Step 11：Data-base recording historic user feels concerned about the item selection procedure in system in a call；
Step 12：According to the historic user to operator submit the problem of, determine the type of the problem；
Step 13：Establish the corresponding relation of item selection procedure and problem types；
Step 14：Analysis system by carrying out statistics and analysis to the corresponding relation of above-mentioned item selection procedure and problem types,
As long as it is identical that most of process in item selection procedure is that identical is then judged as, asked when corresponding to certain intermediate item selection course
Topic type exceedes threshold value, then assigns such item selection procedure to the problem types；
Step 15：Behind new user's access calling center, if the new user finally have selected manual service, step is performed
16；
Step 16：The item selection procedure of the new user is sent to analysis system；
Step 17：Analysis system obtains corresponding problem types by matching the item selection procedure, as long as items selection mistake
Major part in journey is identical with the item selection procedure of analysis system, so that it may is judged as identical；
Step 18：Corresponding operator is determined according to problem types is obtained.
3. such as any one method in claim 1-2, described problem type can be that operator determines in communication process,
Can also be that call center system obtains according to message registration in ex-post analysis.
4. any one method in such as claim 1-3, such as the frequency of certain item selection procedure of a period of time is m,
The problem of finally determining has a kind of multiple, most problem typeses to have n, and n/m is more than threshold value, such as threshold value is 50%, that
Then the item selection procedure is defined as matching with the problem types.
5. such as any one method in claim 1-4, this method may apply to telecommunications operator system, educational training system
System, air line, banking system or insurance system.
A kind of 6. computer program, for performing such as any one method in claim 1-5.
7. a kind of computer system, including processor and memory, memory includes computer program, and the computer program is used for
Perform such as any one method in claim 1-5.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201711176319.XA CN107888786A (en) | 2017-11-22 | 2017-11-22 | A kind of method and computer system of intelligent Matching operator |
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| CN201711176319.XA CN107888786A (en) | 2017-11-22 | 2017-11-22 | A kind of method and computer system of intelligent Matching operator |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2019200801A1 (en) * | 2018-04-20 | 2019-10-24 | 平安科技（深圳）有限公司 | Insurance policy distribution method and device, computer device and storage medium |
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| CN101958982A (en) * | 2009-07-16 | 2011-01-26 | 中兴通讯股份有限公司 | Representation information-based call sequencing system and calling method |
| CN102739557A (en) * | 2011-04-08 | 2012-10-17 | 腾讯科技（深圳）有限公司 | User distribution method and device in customer services |
| CN106993104A (en) * | 2016-11-14 | 2017-07-28 | 阿里巴巴集团控股有限公司 | Call processing method, device and terminal |
| CN107155010A (en) * | 2016-03-02 | 2017-09-12 | 北京京东尚科信息技术有限公司 | The methods, devices and systems of user speech calling are handled based on big data |
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- 2017-11-22 CN CN201711176319.XA patent/CN107888786A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101958982A (en) * | 2009-07-16 | 2011-01-26 | 中兴通讯股份有限公司 | Representation information-based call sequencing system and calling method |
| CN102739557A (en) * | 2011-04-08 | 2012-10-17 | 腾讯科技（深圳）有限公司 | User distribution method and device in customer services |
| CN107155010A (en) * | 2016-03-02 | 2017-09-12 | 北京京东尚科信息技术有限公司 | The methods, devices and systems of user speech calling are handled based on big data |
| CN106993104A (en) * | 2016-11-14 | 2017-07-28 | 阿里巴巴集团控股有限公司 | Call processing method, device and terminal |
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| WO2019200801A1 (en) * | 2018-04-20 | 2019-10-24 | 平安科技（深圳）有限公司 | Insurance policy distribution method and device, computer device and storage medium |
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Application publication date: 20180406 |
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