CN111565151A - Customer service line routing method and device - Google Patents
Customer service line routing method and device Download PDFInfo
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- CN111565151A CN111565151A CN202010343608.XA CN202010343608A CN111565151A CN 111565151 A CN111565151 A CN 111565151A CN 202010343608 A CN202010343608 A CN 202010343608A CN 111565151 A CN111565151 A CN 111565151A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L45/00—Routing or path finding of packets in data switching networks
- H04L45/302—Route determination based on requested QoS
- H04L45/306—Route determination based on the nature of the carried application
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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
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/02—Banking, e.g. interest calculation or account maintenance
Abstract
The embodiment of the application discloses a customer service line routing method, when customer service is changed into man-hour, namely, a customer triggers an artificial customer service request, the artificial customer service request of a target customer is received through a first queue, and if no idle seat exists, the target customer needs to wait for the idle seat in a queue. In order to avoid potential safety hazards brought to customers with possible emergency demands due to too many queuing numbers, the risk value of the target customer can be determined according to the manual customer service request, if the risk value is higher than the first threshold value, the target customer is considered to have higher risk, and the problem needs to be solved for the target customer preferentially, so that the manual customer service request can be routed to the second queue. Because the processing priority of the second queue is higher than that of the first queue, when an idle seat exists, the artificial customer service request of the target customer is preferentially processed, so that the waiting time of high-risk customers is reduced, the hidden danger of the capital safety of the customers and the bank risk control is reduced, and the customer experience is improved.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a customer service line routing method and apparatus.
Background
With the continuous popularization of on-line banking services, more and more banking Application programs (APPs) are embedded into on-line customer service, and the on-line customer service can provide various services, such as service consultation, complaints, loss report and the like, for the purpose of solving problems for clients.
The online customer service can comprise intelligent customer service and artificial customer service, when the customer is connected with the customer service, the intelligent customer service is accessed firstly under the normal condition, and when the customer selects the artificial customer service, the artificial customer service can be switched to.
However, during the peak period when the customer changes into the manual customer service, the customer often needs to wait in a queue for a long time due to the limited number of the manual customer services, and during the queue period, great hidden troubles may be brought to the capital safety and bank risk management and control of the customer.
Disclosure of Invention
In order to solve the above technical problems, the present application provides an advertisement delivery method and apparatus, since the bid price is determined according to the conversion rate, the conversion rate of the target user for the target advertisement is also high, and the conversion effect is ideal.
In a first aspect, an embodiment of the present application provides a customer service line routing method, where the method includes:
receiving a manual customer service request of a target customer through a first queue;
if no idle seat exists, determining the risk value of the target customer according to the manual customer service request;
if the risk value is higher than a first threshold value, the artificial customer service request is routed to a second queue; when there are free seats, the processing priority of the second queue is higher than that of the first queue.
Optionally, if the artificial customer service request includes a customer identifier of a target customer, determining a risk value of the target customer according to the artificial customer service request includes:
acquiring a historical transaction record of the target customer according to the customer identification;
determining a risk value for the target customer based on the historical transaction record.
Optionally, the determining a risk value of the target customer according to the historical transaction record includes:
and determining the risk value of the target customer according to the existence condition of a mark bit in the historical transaction record, wherein the mark bit marks that the historical transaction record comprises an abnormal resource transfer value.
Optionally, before receiving the manual customer service request through the first queue, the method further includes:
recording historical transaction records of the target customer;
and aiming at each historical transaction record, if the resource transfer value is higher than a second threshold value, adding the mark bit to the historical transaction record.
Optionally, if the historical transaction record includes a resource transfer value, determining the risk value of the target customer according to the historical transaction record includes:
and determining the risk value of the target customer according to the size relation between the resource transfer value and a third threshold value.
Optionally, if the artificial customer service request includes a service identifier, determining the risk value of the target customer according to the artificial customer service request includes:
and determining the risk value of the target client according to the service identification.
Optionally, if the second queue includes a plurality of manual customer service requests, when there are idle seats, the plurality of manual customer service requests are processed according to a sequence of risk values in the second queue from large to small.
In a second aspect, an embodiment of the present application further provides a customer service line routing device, where the device includes:
the receiving unit is used for receiving the artificial customer service request of the target customer through the first queue;
the determining unit is used for determining the risk value of the target customer according to the manual customer service request if no idle seat exists;
the routing unit is used for routing the manual customer service request to a second queue if the risk value is higher than a first threshold value; when there are free seats, the processing priority of the second queue is higher than that of the first queue.
Optionally, if the manual customer service request includes a customer identifier of a target customer, the determining unit is configured to:
acquiring a historical transaction record of the target customer according to the customer identification;
determining a risk value for the target customer based on the historical transaction record.
Optionally, the determining unit is configured to:
and determining the risk value of the target customer according to the existence condition of a mark bit in the historical transaction record, wherein the mark bit marks that the historical transaction record comprises an abnormal resource transfer value.
Optionally, the apparatus further comprises:
the recording unit is used for recording the historical transaction record of the target customer;
and the adding unit is used for adding the marking bit to the historical transaction record if the resource transfer value is higher than a second threshold value aiming at each historical transaction record.
Optionally, if the historical transaction record includes a resource transfer value, the determining unit is configured to:
and determining the risk value of the target customer according to the size relation between the resource transfer value and a third threshold value.
Optionally, if the manual customer service request includes a service identifier, the determining unit is configured to:
and determining the risk value of the target client according to the service identification.
Optionally, if the second queue includes a plurality of manual customer service requests, when there are idle seats, the plurality of manual customer service requests are processed according to a sequence of risk values in the second queue from large to small.
According to the technical scheme, when customer service is changed into man-hour, namely, the customer triggers a manual customer service request, the manual customer service request of the target customer is received through the first queue, and if no idle seat exists, the target customer needs to queue for the idle seat. The emergency degree of the customer triggering the manual customer service request is different, the influence of the queuing time on the capital safety of the customer is also different, in order to avoid potential safety hazards brought to the customer with the possible emergency requirement due to too many queuing numbers, the risk value of the target customer can be determined according to the manual customer service request, if the risk value is higher than a first threshold value, the target customer is considered to have higher risk, the problem needs to be solved preferentially for the target customer, and therefore the manual customer service request can be routed to a second queue. Because the processing priority of the second queue is higher than that of the first queue, when an idle seat exists, the artificial customer service request of the target customer is preferentially processed, so that the waiting time of high-risk customers is reduced, the hidden danger of the capital safety of the customers and the bank risk control is reduced, and the customer experience is improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art that other drawings can be obtained according to the drawings without inventive exercise.
Fig. 1 is a flowchart of a customer service line routing method according to an embodiment of the present disclosure;
fig. 2 is a flowchart of a customer service line routing method according to an embodiment of the present disclosure;
fig. 3 is a structural diagram of a customer service line routing platform according to an embodiment of the present disclosure;
fig. 4 is a structural diagram of a customer service line routing device according to an embodiment of the present application.
Detailed Description
In order to make the technical solutions of the present application better understood, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
In the peak period when the customer changes into the manual customer service in the related technology, because the number of the manual customer services is limited, the customer often needs to queue up and wait in sequence according to the time of changing into the manual customer service, namely, when an idle seat exists, the customer who changes into the manual customer service earlier is preferentially treated. Thus, customers who later turn into manual customer service can queue up for a long time. If a customer who later transfers to manual customer service has an urgent need, for example, a bank card is lost and needs to be lost, during the queuing period, great hidden dangers may be brought to the fund security and bank risk management and control of the customer.
In order to solve the technical problem, the present application provides a customer service line routing method, which may determine a risk value of a client, so as to route a client with a higher risk (a client who may have an emergency demand such as a loss report bank card) to a second queue (which may also be referred to as a risk queue) with a higher processing priority according to the risk value, and route a client with a lower risk (e.g. a client who only performs business consultation) to a first queue with a lower processing priority. Therefore, when the idle seats exist, the manual customer service requests in the second queue are preferentially processed, waiting time of high-risk customers is reduced, hidden dangers of customer fund safety and bank risk control are reduced, and customer experience is improved.
Next, a customer service line routing method provided in the present application will be described with reference to the drawings. Referring to fig. 1, the method comprises:
s101, receiving a manual customer service request of a target customer through a first queue.
After the customer enters the online customer service, the customer can choose to transfer to the manual customer service, so as to trigger the manual customer service request. At this point, the artificial customer service request of the target customer may be received through a first queue, which may be referred to as a normal queue.
And S102, if no idle seat exists, determining the risk value of the target customer according to the manual customer service request.
After receiving the manual customer service request, determining whether an idle seat exists, if so, directly routing the manual customer service request to the idle seat to perform manual customer service; if not, it is determined whether the manual customer service request is queued in the first queue or the second queue.
In this embodiment, the risk value of the target customer may be determined according to the manual customer service request, so as to determine whether the manual customer service request is queued in the first queue or the second queue according to the risk value.
The customer may have an emergency demand to request for manual customer service in many cases, for example, the customer's bank card is lost, in order to avoid the fund loss in the bank card, the customer may report the loss of the bank card through the manual customer service, and at this time, the customer has an emergency demand; and for another example, the fund amount in the bank card of the client is abnormal, and the like. In these cases, abnormal transactions may occur, and therefore, in a possible implementation manner, if the artificial customer service request includes a customer identifier of the target customer, the manner of determining the risk value of the target customer according to the artificial customer service request may be to obtain a historical transaction record of the target customer according to the customer identifier, and the historical transaction record may reflect a transaction condition of an account corresponding to the target customer, so as to determine whether an abnormal transaction (for example, a large-volume transaction) occurs, and the occurrence of the abnormal transaction will improve the risk value of the target customer. Thus, a risk value for the target customer may be determined based on the historical transaction record.
The mode of determining the risk value of the target customer according to the historical transaction record may include multiple modes, and the first mode may be that the historical transaction record includes a resource transfer value, and the risk value of the target customer is determined according to the magnitude relation between the resource transfer value and the third threshold value. The resource value transfer may be, for example, a transaction amount in a bank card.
For example, the historical transaction records include 5 transaction records, each transaction record includes a corresponding resource transfer value, the third threshold may be a ratio of a large transaction, that is, a ratio of a resource transfer value included in one transaction record to a daily transaction, if a ratio calculated according to a resource transfer value included in a certain transaction record is greater than the third threshold, it may be considered that the target customer may have a higher risk, and different risk values are obtained according to a difference that the ratio is greater than the third threshold.
Of course, if the historical transaction records include transaction frequency, the risk value of the target customer may also be calculated according to the transaction frequency. Generally, the higher the transaction frequency, the higher the risk value.
In some cases, in order to improve the amount of computation in the routing process and improve the routing efficiency, a first way may be to determine the risk value of the target customer according to the existence of a flag bit in the historical transaction record, where the flag bit identifies an abnormal resource transfer value (e.g., a large transaction) included in the historical transaction record. If the marked bits are included, the risk value is high, otherwise, the risk value is low, the more the number of the historical transaction records with the marked bits is, the higher the risk value is.
By the method, only the marking position is needed to be identified, and the historical transaction record is not needed to be calculated, so that the calculation amount is greatly reduced, and the routing processing efficiency is improved.
In this case, before S101, the historical transaction record of the target customer is recorded, and for each historical transaction record, if the resource transfer value is higher than the second threshold, a flag is added to the historical transaction record. Wherein the second threshold may be the same as the third threshold.
In some possible embodiments, when the target client changes to manual customer service, the target client may select a service according to a voice prompt, for example, the voice prompt "service consultation request is pressed 1, appeal request is pressed 2, and bank card loss report request is pressed 3 … …", if the target client is pressed 3 ", at this time, the triggered manual customer service request may include a service identifier, and the third method may be to determine a risk value of the target client according to the service identifier, if the service identifier indicates that the target client needs to perform bank card loss report, it is indicated that the target client may have a fund potential safety hazard, the risk value is higher, otherwise, the risk value is lower.
S103, if the risk value is higher than a first threshold value, the manual customer service request is routed to a second queue.
After the risk value is determined, the higher the risk value is, the more possible fund safety hidden danger exists for the target customer, and when the risk value is higher than the first threshold value, the target customer can be considered as a high-risk customer, and the manual customer service request can be routed to the second queue. The processing priority of the second queue is higher than that of the first queue, and when the idle seats exist, the manual customer service requests in the second queue are processed preferentially.
It should be noted that, if the second queue includes multiple manual customer service requests, when there are idle seats, the multiple manual customer service requests are processed according to the order of the risk values in the second queue from large to small.
According to the technical scheme, when customer service is changed into man-hour, namely, the customer triggers a manual customer service request, the manual customer service request of the target customer is received through the first queue, and if no idle seat exists, the target customer needs to queue for the idle seat. The emergency degree of the customer triggering the manual customer service request is different, the influence of the queuing time on the capital safety of the customer is also different, in order to avoid potential safety hazards brought to the customer with the possible emergency requirement due to too many queuing numbers, the risk value of the target customer can be determined according to the manual customer service request, if the risk value is higher than a first threshold value, the target customer is considered to have higher risk, the problem needs to be solved preferentially for the target customer, and therefore the manual customer service request can be routed to a second queue. Because the processing priority of the second queue is higher than that of the first queue, when an idle seat exists, the artificial customer service request of the target customer is preferentially processed, so that the waiting time of high-risk customers is reduced, the hidden danger of the capital safety of the customers and the bank risk control is reduced, and the customer experience is improved.
Next, a customer service line routing method provided in the embodiment of the present application will be described with reference to an actual application scenario. When the customer normally conducts daily financial transactions, the system marks large-amount transactions while recording transaction records.
Referring to fig. 2, the method includes:
s201, the target client dials customer service.
S202, the target client selects to transfer to the manual customer service, and triggers the manual customer service request.
And S203, the manual customer service request enters a common queue.
And S204, judging whether a free seat exists, if so, executing S205, and if not, executing S206.
S205, the manual customer service request is routed to the idle seats.
And S206, acquiring historical transaction records.
For example, 5 historical transaction records are obtained.
S207, determining whether the marking bit exists, if so, executing S208, otherwise, executing S209.
And S208, routing the manual customer service request to a risk queue.
And S209, the manual customer service request is kept in a common queue.
The method can be applied to a customer service line routing platform, which, as shown in fig. 3, includes a data module 301, a routing module 302, a logic module 303, and a function module 304. The data module 301 is used for recording transaction records of a client, and making a mark bit of a large-amount transaction when the transaction records are newly added each time; the routing module 302 is responsible for queuing the artificial customer service requests, and taking the artificial customer service requests from the common queue and the risk queue, such as S203, S208-S209; a logic module 303 for retrieving a customer' S historical transaction record, identifying a large transaction flag, e.g., S206-S207; and a function module 304, for processing basic functions of the customer online customer service line, such as S201-S202, S204-S205.
Based on the customer service line routing method provided in the foregoing embodiment, an embodiment of the present application further provides a customer service line routing apparatus, with reference to fig. 4, where the apparatus includes:
a receiving unit 401, configured to receive, through a first queue, a manual customer service request of a target customer;
a determining unit 402, configured to determine a risk value of the target customer according to the manual customer service request if there is no idle seat;
a routing unit 403, configured to route the manual customer service request to a second queue if the risk value is higher than a first threshold; when there are free seats, the processing priority of the second queue is higher than that of the first queue.
Optionally, if the manual customer service request includes a customer identifier of a target customer, the determining unit is configured to:
acquiring a historical transaction record of the target customer according to the customer identification;
determining a risk value for the target customer based on the historical transaction record.
Optionally, the determining unit is configured to:
and determining the risk value of the target customer according to the existence condition of a mark bit in the historical transaction record, wherein the mark bit marks that the historical transaction record comprises an abnormal resource transfer value.
Optionally, the apparatus further comprises:
the recording unit is used for recording the historical transaction record of the target customer;
and the adding unit is used for adding the marking bit to the historical transaction record if the resource transfer value is higher than a second threshold value aiming at each historical transaction record.
Optionally, if the historical transaction record includes a resource transfer value, the determining unit is configured to:
and determining the risk value of the target customer according to the size relation between the resource transfer value and a third threshold value.
Optionally, if the manual customer service request includes a service identifier, the determining unit is configured to:
and determining the risk value of the target client according to the service identification.
Optionally, if the second queue includes a plurality of manual customer service requests, when there are idle seats, the plurality of manual customer service requests are processed according to a sequence of risk values in the second queue from large to small.
According to the technical scheme, when customer service is changed into man-hour, namely, the customer triggers a manual customer service request, the manual customer service request of the target customer is received through the first queue, and if no idle seat exists, the target customer needs to queue for the idle seat. The emergency degree of the customer triggering the manual customer service request is different, the influence of the queuing time on the capital safety of the customer is also different, in order to avoid potential safety hazards brought to the customer with the possible emergency requirement due to too many queuing numbers, the risk value of the target customer can be determined according to the manual customer service request, if the risk value is higher than a first threshold value, the target customer is considered to have higher risk, the problem needs to be solved preferentially for the target customer, and therefore the manual customer service request can be routed to a second queue. Because the processing priority of the second queue is higher than that of the first queue, when an idle seat exists, the artificial customer service request of the target customer is preferentially processed, so that the waiting time of high-risk customers is reduced, the hidden danger of the capital safety of the customers and the bank risk control is reduced, and the customer experience is improved.
Those of ordinary skill in the art will understand that: all or part of the steps for realizing the method embodiments can be completed by hardware related to program instructions, the program can be stored in a computer readable storage medium, and the program executes the steps comprising the method embodiments when executed; and the aforementioned storage medium may be at least one of the following media: various media that can store program codes, such as read-only memory (ROM), RAM, magnetic disk, or optical disk.
It should be noted that, in the present specification, all the embodiments are described in a progressive manner, and the same and similar parts among the embodiments may be referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the apparatus and system embodiments, since they are substantially similar to the method embodiments, they are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described embodiments of the apparatus and system are merely illustrative, and the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
The above description is only one specific embodiment of the present application, but the scope of the present application is not limited thereto, and any changes or substitutions that can be easily conceived by those skilled in the art within the technical scope of the present application should be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (10)
1. A method for routing a service line, the method comprising:
receiving a manual customer service request of a target customer through a first queue;
if no idle seat exists, determining the risk value of the target customer according to the manual customer service request;
if the risk value is higher than a first threshold value, the artificial customer service request is routed to a second queue; when there are free seats, the processing priority of the second queue is higher than that of the first queue.
2. The method of claim 1, wherein if the artificial customer service request includes a customer identification of a target customer, said determining a risk value of the target customer based on the artificial customer service request comprises:
acquiring a historical transaction record of the target customer according to the customer identification;
determining a risk value for the target customer based on the historical transaction record.
3. The method of claim 2, wherein determining the risk value for the target customer based on the historical transaction record comprises:
and determining the risk value of the target customer according to the existence condition of a mark bit in the historical transaction record, wherein the mark bit marks that the historical transaction record comprises an abnormal resource transfer value.
4. The method of claim 3, wherein prior to receiving the artificial customer service request via the first queue, the method further comprises:
recording historical transaction records of the target customer;
and aiming at each historical transaction record, if the resource transfer value is higher than a second threshold value, adding the mark bit to the historical transaction record.
5. The method of claim 2, wherein if the historical transaction record includes a resource transfer value, said determining the risk value of the target customer based on the historical transaction record comprises:
and determining the risk value of the target customer according to the size relation between the resource transfer value and a third threshold value.
6. The method of claim 1, wherein if the artificial customer service request includes a service identifier, said determining the risk value of the target customer according to the artificial customer service request comprises:
and determining the risk value of the target client according to the service identification.
7. The method according to any of claims 1-6, wherein if a plurality of manual service requests are included in said second queue, said plurality of manual service requests are processed in order of decreasing risk values in said second queue when there are free seats.
8. A customer service line routing apparatus, the apparatus comprising:
the receiving unit is used for receiving the artificial customer service request of the target customer through the first queue;
the determining unit is used for determining the risk value of the target customer according to the manual customer service request if no idle seat exists;
the routing unit is used for routing the manual customer service request to a second queue if the risk value is higher than a first threshold value; when there are free seats, the processing priority of the second queue is higher than that of the first queue.
9. The apparatus according to claim 8, wherein if the artificial customer service request includes a customer identifier of a target customer, the determining unit is configured to:
acquiring a historical transaction record of the target customer according to the customer identification;
determining a risk value for the target customer based on the historical transaction record.
10. The apparatus of claim 9, wherein the determining unit is configured to:
and determining the risk value of the target customer according to the existence condition of a mark bit in the historical transaction record, wherein the mark bit marks that the historical transaction record comprises an abnormal resource transfer value.
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| CN202010343608.XA CN111565151A (en) | 2020-04-27 | 2020-04-27 | Customer service line routing method and device |
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| CN202010343608.XA CN111565151A (en) | 2020-04-27 | 2020-04-27 | Customer service line routing method and device |
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