CN112702472A - Full channel hot line customer service system - Google Patents
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- CN112702472A CN112702472A CN202011439755.3A CN202011439755A CN112702472A CN 112702472 A CN112702472 A CN 112702472A CN 202011439755 A CN202011439755 A CN 202011439755A CN 112702472 A CN112702472 A CN 112702472A
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Abstract
The invention relates to the field of hot line customer service, in particular to a full-channel hot line customer service system; the full channel hot line customer service system comprises: the seat unit is used for realizing the communication between the customer service personnel and the customer; the business center is used for integrating the customer data information in a whole channel; a navigation unit which is connected with the service center to quickly acquire the client data information and navigate the client; the configuration unit is used for the number configuration of the extension of the customer service and the number configuration of the hotline department or the skill group; the hot line data unit is used for storing and inquiring the hot line data; the system is communicated with each capacity center of the business center, so that all-round support for a customer service business scene is realized, an enterprise is helped to realize intelligent customer service, the hot line customer service efficiency and the hot line customer service quality of the enterprise are effectively improved, the system is flexible and simple, a customer service flow can be easily set without the support of other technologies and equipment, and the production and operation cost of the system is effectively reduced.
Description
Technical Field
The invention relates to the field of hot line customer service, in particular to a full-channel hot line customer service system.
Background
The customer service hotline is used for providing professional services such as business consultation, business acceptance and complaint suggestion and the like for the customer in a mode of manual voice, automatic voice, short message, fax, E-mail and the like; for the existing hot-line customer service system, on one hand, the existing hot-line customer service system only provides voice communication capacity and cannot automatically acquire customer data information, after a customer accesses the customer service system, detailed information needs to be provided for customer service personnel through voice, and when a part of services are realized, if the customer only depends on voice, the service problem which the customer wants to solve cannot be accurately described when the customer provides information, so that the communication between the customer service personnel and the customer is blocked, the service efficiency and the service quality of the customer service personnel are influenced, and finally the satisfaction degree of the customer on the customer service is very low; on the other hand, in the process of building the hot line customer service system, complex systems and complex software and hardware facilities need to be planned in the early stage, so that the construction cost is very high, the deployment period is very long, the intelligence degree of the traditional hot line customer service system is low, each customer service channel runs independently, the data information in each service channel cannot be integrated and utilized, isolated islands cannot be formed by the data information in each service channel, customer service personnel cannot acquire customer information quickly, and the service efficiency and the service quality are seriously affected.
Therefore, it is very important to design a full channel hot line customer service system which provides intelligent service to customers in all directions by connecting with each capability center and data information of the business center.
Disclosure of Invention
The technical problem to be solved by the present invention is to provide a full-channel hot-line customer service system, which overcomes the defects in the prior art that data information in each service channel is independent from each other, customer service efficiency is low, service quality is not high, and the like.
The technical scheme adopted by the invention for solving the technical problems is as follows: preferably, the full channel hot line customer service system includes:
the seat unit comprises a plurality of seat platforms used for realizing the communication between the customer service personnel and the customers;
the service center is used for connecting each service channel and acquiring and integrating the customer data information of the whole channel;
the configuration unit is used for configuring the extension number of the seat platform and the corresponding skill set number;
and the navigation unit is in butt joint with the service center to quickly acquire customer data information, and is in butt joint with the configuration unit to acquire seat platform configuration data so as to realize the navigation of customers to the corresponding seat platforms.
Wherein, the preferred scheme is as follows: the full channel hot line customer service system further comprises a robot unit, and the robot unit is in butt joint with the navigation unit to achieve communication between the robot unit and the customer.
Wherein, the preferred scheme is as follows: the full-channel hot-line customer service system also comprises a call popup screen unit, wherein the call popup screen unit is connected with the service middle desk to acquire customer data information and display the customer data information to customer service personnel.
Wherein, the preferred scheme is as follows: the seat unit comprises a state setting module for adjusting the customer service state, a communication conversion module for changing the conversation state with the customer, a screen dialing module for dialing the customer, a return visit module for creating a return visit plan and a return visit inquiry and a session recording module for recording session information.
Wherein, the preferred scheme is as follows: the state setting module comprises a sign-in sub-module for customer service personnel to enter an online state, a sign-out sub-module for customer service personnel to go offline, a busy sub-module for customer service personnel to enter a busy state and a rest sub-module for customer service personnel to enter a rest state.
Wherein, the preferred scheme is as follows: the communication conversion module comprises a response submodule for connecting a client communication line, an on-hook submodule for ending the client communication line, a consultation submodule for providing a third party communication for the client while keeping the current communication, and a switching submodule for switching the client to a specified seat platform.
Wherein, the preferred scheme is as follows: the business center station comprises a member center for integrating the member data information of the clients in a whole channel, a commodity center for integrating the order data information of the clients in a whole channel and a transaction center for conducting unified business transaction for the clients.
Wherein, the preferred scheme is as follows: the navigation unit comprises a voice transcription module used for transcribing the voice of the client into characters, a voice synthesis module used for synthesizing the characters replied by the robot into voice and a docking module, wherein the docking module is used for docking the service center and the robot unit.
Wherein, the preferred scheme is as follows: the configuration unit comprises a number configuration module for configuring the number of the customer service extension and a number configuration module for configuring the number of the hotline department or the skill group.
Wherein, the preferred scheme is as follows: the full-channel hot line customer service system further comprises a hot line data unit, wherein the hot line data unit comprises a storage module for storing hot line data indexes and an inquiry module for inquiring the hot line related data indexes.
Compared with the prior art, the full-channel hot line customer service system is constructed on the business center desk and communicated with each capacity center of the business center desk, so that full-service-period intelligent customer service from marketing, sales and transaction to after-sales service is effectively provided for an enterprise, and data information of a plurality of business centers is integrated, so that all-around support for a customer service scene is realized, full-contact service innovation and experience of customers are provided for the enterprise, and the enterprise is helped to realize intelligent customer service.
Drawings
The invention will be further described with reference to the accompanying drawings and examples, in which:
FIG. 1 is a first schematic structural diagram of a full channel hot line customer service system in the present invention;
FIG. 2 is a schematic structural diagram II of a full channel hot line customer service system in the present invention;
FIG. 3 is a first schematic structural diagram of a seat unit according to the present invention;
FIG. 4 is a second schematic structural view of a seating unit of the present invention;
FIG. 5 is a schematic diagram of a service center station in the present invention;
FIG. 6 is a schematic diagram of a navigation unit according to the present invention;
FIG. 7 is a schematic diagram of the configuration unit in the present invention;
fig. 8 is a schematic diagram of the structure of the hotline data unit in the present invention.
Detailed Description
The preferred embodiments of the present invention will now be described in detail with reference to the accompanying drawings.
As shown in fig. 1-2, the present invention provides a preferred embodiment of a full channel hot line customer service system.
A full channel hot line customer service system, referring to fig. 1, the full channel hot line customer service system comprising:
the system comprises a seat unit 1, a service center and a service center, wherein the seat unit comprises a plurality of seat platforms used for realizing the communication between customer service personnel and customers;
the service middle station 2 is used for connecting each service channel and acquiring and integrating the customer data information of the whole channel;
the navigation unit 3 is in butt joint with the service center to quickly acquire customer data information so as to navigate customers to corresponding seat platforms;
and the configuration unit 4 is used for configuring the extension number of the seat platform and the corresponding skill set number.
Wherein, and referring to fig. 2, the full channel hot line customer service system further includes a hot line data unit 5 for storing and querying hot line data.
Specifically, the seat unit 1 is used as a working platform for customer service personnel to establish communication with customers, is used for accessing a customer consultation telephone in a whole channel, and can specifically access customer consultation telephones in channels such as a 400 hotline, an official website hotline, a dealer, a third-party platform, an agent, enterprise WeChat and the like; the business middlebox is mainly used for integrating customer data information in all channels, and customer member information, customer identity information, customer order information and customer business information of channels such as a 400 hot line, an official website hotline, a distributor, a third-party platform, an agent, enterprise WeChat and the like are acquired; the navigation unit 3 is used for quickly identifying the source, the identity, the behavior track and the voice of the client and navigating the client; the configuration unit 4 is used for overall configuration of the system, specifically comprises extension number configuration of customer service and number configuration of hot-line department or skill group, and after a customer consultation telephone is accessed, the navigation unit can access the customer to a specified customer service telephone according to customer service hierarchical number configuration and hot-line department or skill group number configuration in the configuration unit; the hot line data unit 5 is mainly used for storing hot line data for customer service staff to quickly inquire hot line related data indexes, wherein the hot line data comprises incoming call total amount, transfer manual amount, call completing rate, call starting amount, average response time, average conversation duration, rating rate/good rating rate, outgoing call total amount, outgoing call flux and the like.
In this embodiment, the full-channel hot-line customer service system is directly constructed on the business center desk and is communicated with each capacity center of the business center desk, and integrates the customer data information of a plurality of channels such as 400 hot-lines, official network hot-centers, dealers, third-party platforms, agents, enterprise WeChat and the like, so as to effectively provide intelligent customer service of a full service period from marketing, sales, transaction to after-sales service for enterprises, realize all-round support for customer service scenes, and provide full-contact service innovation and experience for consumers for enterprises, thereby helping enterprises to realize intelligent customer service, effectively improving the hot line customer service efficiency and the hot line customer service quality of the enterprises on the one hand, and on the other hand, the system is flexible and simple, can easily set a customer service flow without the support of other technologies and equipment, and effectively reduces the production and operation cost of the system.
The full channel hot line customer service system adopts a Linux operating system and uses a Linux system iptable to set access rules; double encryption of signaling encryption and voice stream encryption is adopted; the interface between systems calls negotiation encryption; the method can solve the complex communication problems of cluster communication service, cross-host network, dynamic capacity expansion and the like, and obtain high-efficiency concurrency and easy expansion; the system also provides a uniform interface API to realize multi-terminal and multi-channel access service; the system adopts a cluster architecture, does not need to worry about single-point hardware faults, and is directly butted with a middle platform of enterprise business to realize intelligent service closed loop.
Further, and referring to fig. 2, the full channel hot line customer service system further includes a robot unit 6 and an incoming call popup screen unit 7, the robot unit 6 interfaces with the navigation unit 3 to realize communication with the customer; the incoming call popup screen unit 7 is connected with the service desk 2 to acquire customer data information and display the customer data information to customer service staff.
Specifically, the robot unit 6 is a text robot knowledge base, and is used for providing simple problem solutions for the client, so that on one hand, the simple problems of the client can be solved as soon as possible, the client consultation process is effectively simplified, on the other hand, the workload of customer service staff can be reduced, and resources are reserved for other clients with requirements, so that the whole service speed and the service quality are improved; the incoming call screen unit 7 is mainly used for displaying client data information, when client incoming call consultation is communicated with seat platform personnel, the system can identify the relevant data information of a client through a service center, and displays the relevant data information to customer service personnel through the incoming call screen unit without specifically describing the requirements of the client again, so that the customer service efficiency is effectively improved, and the experience of the client is optimized.
As shown in fig. 3-4, the present invention provides a preferred embodiment of a seating unit.
Referring to fig. 3, the seating unit 1 includes a state setting module 11 for adjusting a customer service state, a communication conversion module 12 for changing a call state with a customer, a screen dialing module 13 for making a call to the customer, a return visit module 14 for creating a return visit plan and a return visit inquiry, and a session recording module 15 for recording session information.
Specifically, referring to fig. 4, the state setting module 11 is configured to adjust the customer service state, and specifically includes a sign-in sub-module 111 for the customer service staff to enter an online state, a sign-out sub-module 112 for the customer service staff to go offline, a busy sub-module 113 for the customer service staff to enter a busy state, and a rest sub-module 114 for the customer service staff to enter a rest state.
After the customer service personnel log in the system, the customer service personnel can enter an online state through the sign-in sub-module and enter a skill queue to receive unified management, and can respond to a client incoming call accessed by the system and make an outgoing call through the system only after signing in; when the customer service staff finishes work or needs to leave the workbench, the customer service staff can log off the line and quit the skill queue through the sign-out sub-module, the telephone set of the customer service staff is not controlled by the system any more, and meanwhile, the customer service staff cannot respond to incoming calls and cannot execute outgoing calls; when the customer service staff finishes the current call and needs to process the call, the busy sub-module can inform the system that the system is in a busy state and suspend incoming call, and when the customer service staff is not in a working state, the rest sub-module can inform the system and does not serve the customer any more.
Further, and referring to fig. 4, the communication switching module 12 includes a reply sub-module 121 for connecting the client communication line, an on-hook sub-module 122 for ending the client communication line, a consultation sub-module 123 for providing the client with a third party call while maintaining the current call, and a transit sub-module 124 for transiting the client to a designated seating platform.
When the telephone called by the customer is distributed to the seat platform through the system, the seat platform rings, and at the moment, the customer service personnel can communicate with the customer through the answering sub-module to put through a communication line with the customer; after the customer service personnel and the customer finish the communication, the call line with the customer can be cut off through the on-hook submodule, if the visit satisfaction survey needs to be carried out, the call line can be switched to automatic voice after the call is hung up, and the customer finishes the visit satisfaction survey through the automatic voice response system; when the seat platform successfully answers the telephone and communicates with the client, if the help of other seat platforms is needed, the communication can be carried out with the target seat platform through the consultation submodule, or the three-party communication can be carried out with the target seat platform and the client through the consultation submodule, or the telephone of the client is directly transferred to the target seat platform through the consultation submodule so as to realize the communication between the client and the target seat platform; when customer service personnel need to switch the customer telephone to a designated seat platform or skill group, switching can be carried out through the switching sub-module.
Further, referring to fig. 4, the screen dialing module 13 is used for customer service staff to make an active call to a customer, when the customer service staff needs to actively establish communication with the customer, the customer service staff can make an outgoing call through the screen dialing module, and when the customer service staff succeeds in the outgoing call, the customer service staff automatically generates active service and displays the active service to the call seat platform in the system to record a call process or perform service processing.
Further, referring to fig. 4, the return visit module 14 is configured to create a return visit plan and a return visit query, and the customer service staff may create a return visit plan through the return visit module, where the return visit plan may set a return visit time, a customer number, a customer name, a return visit number, and a return visit remark, and may also upload files and select priorities.
Further, and referring to fig. 4, the session recording module 15 is configured to record session information to help the seat platform to quickly view the session record with the customer, where the session information includes the calling number, the called number, and the customer related information.
As shown in fig. 5, the present invention provides a preferred embodiment of a station in service.
Referring to fig. 5, the service center 2 includes a member center 21 for integrating member data information of customers through channels, a commodity center 22 for integrating order data information of customers through channels, and a transaction center 23 for performing unified service transaction for customers.
Specifically, the full-channel hot-line customer service system can acquire information stored in a member center by a customer through a service center to identify personal identity information of the customer, can acquire data stored in the member center and a commodity center by the customer through the service center to identify order information of the customer, and can acquire the order information identified in the data stored in the member center, the commodity center and a transaction center by the customer through the service center to perform service handling, thereby effectively providing intelligent customer service of a full service period from marketing, selling, transaction to after-sale service for enterprises.
As shown in FIG. 6, the present invention provides a preferred embodiment of a navigation unit.
Referring to fig. 6, the navigation unit 3 includes a voice transcription module 31 for transcribing the voice of the customer into text, a voice synthesis module 32 for synthesizing the text replied by the robot into voice, and a docking module 33, and the docking module 33 is used for docking the service center 2 and the robot unit 6.
Specifically, when a client communicates with the robot, the system can convert voice sent by the client into text content through a voice conversion mode, or can transmit the text content synthesized voice replied by the robot to the client through a voice synthesis module, the robot unit can be docked with customer service staff through a docking module, the text synthesized voice replied by the robot unit can be transmitted to the client through the customer service staff, and the docking module is also used for docking a service center, realizing docking with a member center, a commodity center and a transaction center in the service center and acquiring client data information.
As shown in fig. 7, the present invention provides a preferred embodiment of the configuration unit.
Referring to fig. 7, the configuration unit 4 includes a number configuration module 41 for customer service extension number configuration and a number configuration module 42 for hotline department or skill set number configuration.
Specifically, the number configuration module 41 can bind the hierarchical number with the IP of the computer, edit the IP address of the hierarchical number, and query the existing hierarchical number; the numbering configuration module 42 may number the department or skill set to be configured.
As shown in FIG. 8, the present invention provides a preferred embodiment of the hotline data cell.
Referring to fig. 8, the hotline data unit 5 includes a storage module 51 for storing hotline data indexes and a query module 52 for querying the hotline-related data indexes.
Specifically, the storage module stores all hot line data indexes, the data indexes comprise incoming call total amount, transfer labor amount, call completing rate, call starting amount, average response time, average session duration, rating rate/good rating rate, total outbound call amount, outbound call flux and the like, and the query module can be used for summarizing the data indexes so as to realize that customer service staff quickly query hot line related data indexes.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the scope of the present invention, but rather as embodying the invention in a wide variety of equivalent variations and modifications within the scope of the appended claims.
Claims (10)
1. A full channel hot line customer service system, characterized in that, the full channel hot line customer service system includes:
the seat unit comprises a plurality of seat platforms used for realizing the communication between the customer service personnel and the customers;
the service center is used for connecting each service channel and acquiring and integrating the customer data information of the whole channel;
the configuration unit is used for configuring the extension number of the seat platform and the corresponding skill set number;
and the navigation unit is in butt joint with the service center to quickly acquire customer data information, and is in butt joint with the configuration unit to acquire seat platform configuration data so as to realize the navigation of customers to the corresponding seat platforms.
2. The full channel hotline service system of claim 1, wherein: the full channel hot line customer service system further comprises a robot unit, and the robot unit is in butt joint with the navigation unit to achieve communication between the robot unit and the customer.
3. The full channel hotline service system of claim 1, wherein: the full-channel hot-line customer service system also comprises a call popup screen unit, wherein the call popup screen unit is connected with the service middle desk to acquire customer data information and display the customer data information to customer service personnel.
4. The full channel hotline service system of claim 1, wherein: the seat unit comprises a state setting module for adjusting the customer service state, a communication conversion module for changing the conversation state with the customer, a screen dialing module for dialing the customer, a return visit module for creating a return visit plan and a return visit inquiry and a session recording module for recording session information.
5. The full channel hotline service system of claim 4, wherein: the state setting module comprises a sign-in sub-module for customer service personnel to enter an online state, a sign-out sub-module for customer service personnel to go offline, a busy sub-module for customer service personnel to enter a busy state and a rest sub-module for customer service personnel to enter a rest state.
6. The full channel hotline service system of claim 4, wherein: the communication conversion module comprises a response submodule for connecting a client communication line, an on-hook submodule for ending the client communication line, a consultation submodule for providing a third party communication for the client while keeping the current communication, and a switching submodule for switching the client to a specified seat platform.
7. The full channel hotline service system of claim 1, wherein: the business center station comprises a member center for integrating the member data information of the clients in a whole channel, a commodity center for integrating the order data information of the clients in a whole channel and a transaction center for conducting unified business transaction for the clients.
8. The full channel hotline service system of claim 1, wherein: the navigation unit comprises a voice transcription module used for transcribing the voice of the client into characters, a voice synthesis module used for synthesizing the characters replied by the robot into voice and a docking module, wherein the docking module is used for docking the service center and the robot unit.
9. The full channel hotline service system of claim 1, wherein: the configuration unit comprises a number configuration module for configuration of the extension number of the seat platform and a number configuration module for configuration of the number of the hotline department or the skill group.
10. The full channel hotline service system of claim 1, wherein: the full-channel hot line customer service system further comprises a hot line data unit, wherein the hot line data unit comprises a storage module for storing hot line data indexes and an inquiry module for inquiring the hot line related data indexes.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
| CN114443825A (en) * | 2022-01-24 | 2022-05-06 | 来也科技(北京)有限公司 | Hot line service processing method and device combining RPA and AI and electronic equipment |
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| CN111246031A (en) * | 2020-02-27 | 2020-06-05 | 大连即时智能科技有限公司 | Man-machine cooperative telephone customer service method and system |
| CN111985786A (en) * | 2020-07-28 | 2020-11-24 | 招联消费金融有限公司 | Agent-based task allocation method and device, computer equipment and storage medium |
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2020
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| CN106657694A (en) * | 2016-10-25 | 2017-05-10 | 安徽讯呼信息科技有限公司 | Call center service management system |
| CN111246031A (en) * | 2020-02-27 | 2020-06-05 | 大连即时智能科技有限公司 | Man-machine cooperative telephone customer service method and system |
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| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
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Application publication date: 20210423 |