CN117236798A - Comprehensive management system for intelligent dialogue customer service - Google Patents
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Abstract
The invention discloses an intelligent integrated management system for dialogue customer service, which comprises a customer service information acquisition module, a workload acquisition module, a customer service evaluation acquisition module, other information acquisition modules, a data processing module and an information acquisition module; the customer service information acquisition module is used for acquiring customer service information, the workload acquisition module is used for acquiring workload information, the customer service evaluation acquisition module is used for acquiring customer service evaluation information, and the other information acquisition modules are used for acquiring other customer service information; the data processing module is used for processing customer service information, workload information, customer service evaluation information and other information to generate first management and control information, second management and control information, third management and control information and fourth management and control information. The invention can more comprehensively carry out intelligent management of dialogue customer service and better promote the service quality of customer service.
Description
Technical Field
The invention relates to the field of management systems, in particular to an intelligent integrated management system for conversation customer service.
Background
The dialogue customer service is to communicate with the user through text or voice interaction and provide various online services, such as pre-sale consultation, after-sale service, online consultation and the like;
the dialogue customer service management is a management mode for improving dialogue customer service efficiency and customer satisfaction, and a dialogue customer service management system is used in the dialogue customer service management process.
The existing management system has single management type and poor management effect, can not better promote the service quality of the dialogue customer service, and brings a certain influence to the use of the management system, so that the intelligent comprehensive management system for the dialogue customer service is provided.
Disclosure of Invention
The technical problems to be solved by the invention are as follows: how to solve the problems that the prior management system has single management type and poor management effect, can not better promote the service quality of the dialogue customer service, and brings certain influence to the use of the management system, and provides an intelligent comprehensive management system for the dialogue customer service.
The invention solves the technical problems through the following technical scheme that the system comprises a customer service information acquisition module, a workload acquisition module, a customer service evaluation acquisition module, other information acquisition modules, a data processing module and an information sending module;
the customer service information acquisition module is used for acquiring customer service information, the workload acquisition module is used for acquiring workload information, the customer service evaluation acquisition module is used for acquiring customer service evaluation information, and the other information acquisition modules are used for acquiring other customer service information;
the data processing module is used for processing customer service information, workload information, customer service evaluation information and other information to generate first management and control information, second management and control information, third management and control information and fourth management and control information;
the information sending module is used for sending the first control information, the second control information, the third control information and the fourth control information to a preset receiving terminal after the first control information, the second control information, the third control information and the fourth control information are generated.
Further, the first management and control information includes increasing customer service information and decreasing customer service information, and a specific processing procedure of the first management and control information is as follows: the acquired workload information and customer service information are extracted, wherein the customer service information comprises customer service quantity information and customer service working time length information, and the customer service working time length information is single customer service single-day working time length information;
the method comprises the steps of marking the workload information as Z, marking the customer service quantity information as P, marking the customer service working time length information as T, collecting the standard workload information as G, marking the standard workload information as the workload information of a single customer service unit time, obtaining an evaluation parameter through a formula Z/P/T, and generating reduced customer service information when the evaluation parameter exceeds a preset time length when the evaluation parameter is larger than a preset value a1, and generating increased customer service information when the evaluation parameter exceeds a preset time length when the evaluation parameter is smaller than a preset value a2, wherein alpha is a correction value, alpha is more than or equal to 0.95 and less than or equal to 0.99, and alpha is inversely proportional to the workload size, and a2 is less than a1.
Further, the specific process of the workload information is as follows: the method comprises the steps of extracting the number information of customer service reception users in the previous x months, calculating the combination of the number information of customer service reception users in the previous x months, obtaining the total number of customer service reception users, marking the total number of customer service reception users as V, setting a standard number E, E=30, and obtaining a mean value Ve of the number of customer service reception users in a single day through a formula V (E x) =ve, namely obtaining workload information.
Further, the specific processing procedure of the second management and control information is as follows: extracting acquired customer service rating information and automatic customer service personnel rating, wherein the customer service rating information comprises active customer service rating information and automatic customer service rating information, and the active customer service rating information is manual rating performed after service is finished, and the manual rating comprises primary rating, secondary rating and tertiary rating;
processing customer service evaluation information and automatic customer service evaluation information to obtain comprehensive evaluation information of single service, extracting all comprehensive evaluation information of single customer service after a preset time length, calculating the average value of the comprehensive evaluation information to obtain evaluation average, and generating second management and control information when the number of the evaluation average values of all customer service exceeds a preset number.
Further, the specific process of the automatic customer service evaluation is as follows: in the customer service process, effective service excitation is extracted, effective service records are extracted, each service reply interval information of customer service is extracted from the effective service records, the average value of each service reply interval information is calculated, namely, the average reply interval is obtained, then the information quantity required by problem solution reply is acquired, after the problem proposed by a user is solved by customer service reply content, a prompt box is popped up on a user interface, after the user clicks a prompt box to confirm solution, the last previous reply information is marked as a solution end point, the customer service reply information quantity information between a customer service access time point and the solution end point is recorded, the solution reply quantity is obtained, the average reply interval mark is processed to obtain a reply interval score, the solution reply quantity is processed to obtain a solution reply score, the reply interval score is marked as F1, the solution reply score is marked as F2, a correction value Q1 is given to the complex interval score F1, the solution reply score F2 is a correction value Q2, Q1+Q2 is more than Q1, and the customer service evaluation is automatically obtained by the formula of F1, namely, the customer service evaluation is obtained.
Further, the specific determination of the effective service record is as follows: and recording service duration information in the service process, wherein the service duration information is invalid service with the length greater than the preset duration b1 and the length less than the preset duration b2, and the customer service content record between the preset duration b1 and the preset duration b2 is valid service record.
Further, the specific processing procedure of the third management and control information is as follows: extracting other acquired customer service information, wherein the other customer service information comprises historical service information and historical scheduling information, the historical service information is historical customer service reception quantity information of the previous m years, m is more than or equal to 5, the historical service information is processed to obtain average customer service reception quantity values of all months, month reception quantity D is obtained, scheduling personnel quantity information corresponding to the month reception quantity D is extracted from the historical scheduling information and is marked as estimated scheduling personnel Y1, the scheduling personnel quantity information of the month next to the current month is acquired and is marked as real-time scheduling personnel Y2, and then the estimated scheduling personnel Y1 corresponding to the month extracted from the month and the real-time scheduling personnel Y2 is calculated to obtain the real-time scheduling personnel Y2 and the estimated scheduling personnel Y1 corresponding to the monthThe difference value is obtained to obtain the people number evaluation difference Y Difference of difference When Y is Difference of difference And when the preset range is exceeded, generating third management and control information.
Further, the specific processing procedure of the fourth management and control information is as follows: the method comprises the steps of extracting acquired customer service information, wherein the customer service information also comprises service record information of each customer service, the service record information is customer service records in the previous c months, average reply interval information of a single customer service is obtained by processing the service records of the single customer service, first evaluation parameters are obtained by processing the average reply interval information of all the customer service, all comprehensive evaluation information of the service of the single customer service is extracted from the service record information of each customer service, average value of the comprehensive evaluation information is calculated to obtain single comprehensive evaluation average parameters of the customer service, second evaluation parameters are obtained by calculating the single comprehensive evaluation average parameters of all the customer service, finally the first evaluation parameters and the second evaluation parameters are processed to obtain overall evaluation parameters, other customer service information is extracted at the moment, and the other customer service information is customer service training frequency information.
Further, the specific process of processing the average reply interval information of all customer services to obtain the first evaluation parameter is as follows: the average recovery interval information of all customer service is extracted, the average value of the average recovery interval information is calculated, namely the average total customer service recovery interval is calculated, the average total customer service recovery interval is processed to obtain a first evaluation parameter, when the average total customer service recovery interval is larger than a preset value d1, the first evaluation parameter is a preset value f1, when the average total customer service recovery interval is between the preset values d1 and d2, the first evaluation parameter is a preset value f2, and when the average total customer service recovery interval is smaller than the preset value d2, the first evaluation parameter is a preset value f3, d1 is smaller than d2, and f3 is smaller than f2 and smaller than f1;
the process of obtaining the second evaluation parameters by calculating and processing the single customer service comprehensive evaluation average parameters of all customer services is as follows: extracting single customer service comprehensive evaluation average parameters of all customer services, and obtaining second evaluation parameters after the average values of the single customer service comprehensive evaluation average parameters are released;
the specific processing procedure of the overall evaluation parameter is as follows: extracting a first evaluation parameter and a second evaluation parameter, marking one evaluation parameter as U1, marking the second evaluation parameter as U2, and obtaining the overall evaluation parameter Uu with beta=0.98 through a formula (U1+U2).
Compared with the prior art, the invention has the following advantages: according to the intelligent comprehensive management system for the conversation customer service, first management and control information, second management and control information, third management and control information and fourth management and control information are generated by processing customer service information, workload information and customer service evaluation information and other information, comprehensive management for the conversation customer service is achieved, whether the workload of customer service personnel exceeds standard or is too small can be timely found through the generated first management and control information, the number of customer service personnel is timely supplemented or reduced, the personnel structure is optimized on the premise of ensuring recovery quality, through the generated second management and control information, intelligent access of service personnel of the customer service personnel is achieved, the situation that the customer service personnel provides better customer service effect is promoted, scheduling is conducted according to the generated third management and control information, scheduling is conducted in advance, the situation that service quality is poor due to untimely scheduling of customer service recovery intervals is avoided, the intelligent service quality is improved through the generated fourth management and control information, and the intelligent popularization system is worth training and service quality is improved.
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Fig. 1 is a system block diagram of the present invention.
Detailed Description
The following describes in detail the examples of the present invention, which are implemented on the premise of the technical solution of the present invention, and detailed embodiments and specific operation procedures are given, but the scope of protection of the present invention is not limited to the following examples.
As shown in fig. 1, this embodiment provides a technical solution: an intelligent integrated management system for dialogue customer service comprises a customer service information acquisition module, a workload acquisition module, a customer service evaluation acquisition module, other information acquisition modules, a data processing module and an information sending module;
the customer service information acquisition module is used for acquiring customer service information, the workload acquisition module is used for acquiring workload information, the customer service evaluation acquisition module is used for acquiring customer service evaluation information, and the other information acquisition modules are used for acquiring other customer service information;
the data processing module is used for processing customer service information, workload information, customer service evaluation information and other information to generate first management and control information, second management and control information, third management and control information and fourth management and control information;
the information sending module is used for sending the first control information, the second control information, the third control information and the fourth control information to a preset receiving terminal after the first control information, the second control information, the third control information and the fourth control information are generated;
according to the invention, the first management and control information, the second management and control information, the third management and control information and the fourth management and control information are processed to generate the first management and control information, the second management and control information, the third management and control information and the fourth management and control information realize the comprehensive management of the dialogue customer service, whether the workload of the customer service personnel exceeds the standard or is too small can be timely found through the generated first management and control information, so that the quantity of the customer service personnel is timely supplemented or reduced, the personnel structure is optimized on the premise of ensuring the recovery quality, the service personnel access of the customer service personnel is intelligently carried out through the generated second management and control information, the right personnel scheduling plan for promoting the customer service personnel to provide better customer service effect can be realized through the generated third management and control information, the scheduling preparation is carried out in advance according to the prior service records, the condition that the service recovery interval of the service personnel with too large service quantity is prolonged and the service quality is poor is avoided, and the intelligent service quality is improved through the generated fourth management and control information.
The first management and control information comprises customer service increasing information and customer service decreasing information, and the specific processing process of the first management and control information is as follows: the acquired workload information and customer service information are extracted, wherein the customer service information comprises customer service quantity information and customer service working time length information, and the customer service working time length information is single customer service single-day working time length information;
marking the workload information as Z, the customer service quantity information as P, the customer service working time length information as T, collecting the standard workload information and marking the standard workload information as G, wherein the standard workload information is the workload information of a single customer service unit time, the evaluation parameter is obtained through the formula Z/P/T, when the evaluation parameter is larger than a preset value a1 and exceeds the preset time length, the reduced customer service information is generated, when the evaluation parameter is smaller than a preset value a2 and exceeds the preset time length, the increased customer service information is generated, alpha is a correction value, alpha is more than or equal to 0.95 and less than or equal to 0.99, alpha is inversely proportional to the workload size, and a2 is less than a1;
through the process, the number of intelligent customer service personnel is increased according to the service number of actual customer service, so that the waste of human resources caused by excessive customer service number or the service quality degradation caused by insufficient customer service is avoided.
The specific process of the workload information is as follows: the method comprises the steps of extracting the number information of customer service reception users in each day in the previous x months, calculating the combination of the number information of customer service reception users in each day in the previous x months, obtaining the total number of customer service reception users, marking the total number of customer service reception users as V, setting standard numbers E and E=30, and obtaining a mean value Ve of the number of customer service reception users in each day through a formula V (E x) =ve, wherein x is more than or equal to 3, namely obtaining workload information Ve;
through the process, more accurate working information can be obtained, and therefore the accuracy of first management and control information generation is guaranteed.
Further, the specific processing procedure of the second management and control information is as follows: extracting acquired customer service rating information and automatic customer service personnel rating, wherein the customer service rating information comprises active customer service rating information and automatic customer service rating information, and the active customer service rating information is manual rating performed after service is finished, and the manual rating comprises primary rating, secondary rating and tertiary rating;
the customer service evaluation information and the automatic customer service evaluation information are processed to obtain comprehensive evaluation information of single service, all comprehensive evaluation information of single customer service is extracted after a preset time length, average value of the comprehensive evaluation information is calculated to obtain evaluation average division, and when the number of the evaluation average values of all customer service is larger than a preset value and exceeds the preset number, second management and control information is generated, wherein the specific content of the second management and control information is that customers existing in a history service record are preferentially distributed to customer service personnel with high comprehensive evaluation information.
The specific process of the automatic customer service evaluation is as follows: extracting effective service excitation in the customer service process, extracting effective service records, extracting service reply interval information of customer service each time from the effective service records, calculating the average value of the service reply interval information each time, namely acquiring an average reply interval, acquiring the quantity of information required by problem solution reply, popping up a prompt box on a user interface after the problem proposed by a user is solved by customer service reply content, marking the last previous reply information as a solution end point after the user clicks and determines the solution, recording customer service reply information quantity information between a customer service access time point and the solution end point, acquiring the solution reply quantity, processing the average reply interval mark to acquire a reply interval score, processing the solution reply quantity to acquire a solution reply score, marking the reply interval score as F1, marking the solution reply score as F2, endowing the complex interval score F1 with a correction value Q1, and acquiring a correction value Q2, Q1+Q 2=1, and automatically acquiring F by a formula F1, namely acquiring F to customer service evaluation;
through the process, more accurate automatic customer service evaluation can be obtained, and therefore the accuracy of second management and control information generation is guaranteed.
The specific determination of the effective service record is as follows: and recording service duration information in the service process, wherein the service duration information is invalid service with the length greater than the preset duration b1 and the length less than the preset duration b2, and the customer service content record between the preset duration b1 and the preset duration b2 is valid service record.
The specific processing procedure of the third management and control information is as follows: extracting collected customer service othersThe information, the other customer service information comprises historical service information and historical scheduling information, the historical service information is historical customer service reception quantity information of the previous m years, m is more than or equal to 5, the historical service information is processed to obtain average customer service reception quantity of each month, month reception quantity D is obtained, then the scheduling personnel quantity information corresponding to each month reception quantity D is extracted from the historical scheduling information, the scheduling personnel quantity information is marked as estimated scheduling personnel number Y1, the scheduling personnel quantity information of the month next to the current month is collected, the scheduling personnel quantity information is marked as real-time scheduling personnel number Y2, the difference between the real-time scheduling personnel number Y2 and the corresponding month estimated scheduling personnel number Y1 is calculated, and the people number estimated difference Y is obtained Difference of difference When Y is Difference of difference And when the number of the customer service personnel in the next month is not less than the number of the estimated shift number Y1 in the corresponding month, generating third control information.
The specific processing procedure of the fourth management and control information is as follows: the method comprises the steps of extracting acquired customer service information, wherein the customer service information also comprises service record information of each customer service, the service record information is customer service records in the previous c months, c is more than or equal to 2, average reply interval information of a single customer service is obtained by processing the service records of the single customer service, first evaluation parameters are obtained by processing the average reply interval information of all the customer services, all comprehensive evaluation information of the service of the single customer service is extracted from the service record information of each customer service, average value of the comprehensive evaluation average parameters of the single customer service is calculated, second evaluation parameters are obtained by calculating the comprehensive evaluation average parameters of all the customer services, finally the first evaluation parameters and the second evaluation parameters are processed, overall evaluation parameters are obtained, other customer service information is extracted at the moment, and the other customer service information is service training frequency information.
The specific process of processing the average reply interval information of all customer service to obtain the first evaluation parameter is as follows: the average recovery interval information of all customer service is extracted, the average value of the average recovery interval information is calculated, namely the average total customer service recovery interval is calculated, the average total customer service recovery interval is processed to obtain a first evaluation parameter, when the average total customer service recovery interval is larger than a preset value d1, the first evaluation parameter is a preset value f1, when the average total customer service recovery interval is between the preset values d1 and d2, the first evaluation parameter is a preset value f2, and when the average total customer service recovery interval is smaller than the preset value d2, the first evaluation parameter is a preset value f3, d1 is smaller than d2, and f3 is smaller than f2 and smaller than f1;
the process of obtaining the second evaluation parameters by calculating and processing the single customer service comprehensive evaluation average parameters of all customer services is as follows: extracting single customer service comprehensive evaluation average parameters of all customer services, and obtaining second evaluation parameters after the average values of the single customer service comprehensive evaluation average parameters are released;
the specific processing procedure of the overall evaluation parameter is as follows: extracting a first evaluation parameter and a second evaluation parameter, marking one evaluation parameter as U1, marking the second evaluation parameter as U2, and obtaining an overall evaluation parameter Uu with beta=0.98 through a formula (U1+U2) with beta=uu;
through the process, the evaluation parameter with accurate positive price can be obtained, so that the accuracy of fourth management and control information generation is ensured.
Furthermore, the terms "first," "second," and the like, are used for descriptive purposes only and are not to be construed as indicating or implying a relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defining "a first" or "a second" may explicitly or implicitly include at least one such feature. In the description of the present invention, the meaning of "plurality" means at least two, for example, two, three, etc., unless specifically defined otherwise.
In the description of the present specification, a description referring to terms "one embodiment," "some embodiments," "examples," "specific examples," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the present invention. In this specification, schematic representations of the above terms are not necessarily directed to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, the different embodiments or examples described in this specification and the features of the different embodiments or examples may be combined and combined by those skilled in the art without contradiction.
While embodiments of the present invention have been shown and described above, it will be understood that the above embodiments are illustrative and not to be construed as limiting the invention, and that variations, modifications, alternatives and variations may be made to the above embodiments by one of ordinary skill in the art within the scope of the invention.
Claims (9)
1. The intelligent integrated management system for the dialogue customer service is characterized by comprising a customer service information acquisition module, a workload acquisition module, a customer service evaluation acquisition module, other information acquisition modules, a data processing module and an information sending module;
the customer service information acquisition module is used for acquiring customer service information, the workload acquisition module is used for acquiring workload information, the customer service evaluation acquisition module is used for acquiring customer service evaluation information, and the other information acquisition modules are used for acquiring other customer service information;
the data processing module is used for processing customer service information, workload information, customer service evaluation information and other information to generate first management and control information, second management and control information, third management and control information and fourth management and control information;
the information sending module is used for sending the first control information, the second control information, the third control information and the fourth control information to a preset receiving terminal after the first control information, the second control information, the third control information and the fourth control information are generated.
2. The integrated management system for intelligent conversation services as claimed in claim 1 wherein: the first management and control information comprises customer service increasing information and customer service decreasing information, and the specific processing process of the first management and control information is as follows: the acquired workload information and customer service information are extracted, wherein the customer service information comprises customer service quantity information and customer service working time length information, and the customer service working time length information is single customer service single-day working time length information;
the method comprises the steps of marking the workload information as Z, marking the customer service quantity information as P, marking the customer service working time length information as T, collecting the standard workload information as G, marking the standard workload information as the workload information of a single customer service unit time, obtaining an evaluation parameter through a formula Z/P/T, and generating reduced customer service information when the evaluation parameter exceeds a preset time length when the evaluation parameter is larger than a preset value a1, and generating increased customer service information when the evaluation parameter exceeds a preset time length when the evaluation parameter is smaller than a preset value a2, wherein alpha is a correction value, alpha is more than or equal to 0.95 and less than or equal to 0.99, and alpha is inversely proportional to the workload size, and a2 is less than a1.
3. An intelligent integrated management system for conversational services according to claim 2, wherein: the specific process of the workload information is as follows: the method comprises the steps of extracting the number information of customer service reception users in the previous x months, calculating the combination of the number information of customer service reception users in the previous x months, obtaining the total number of customer service reception users, marking the total number of customer service reception users as V, setting a standard number E, E=30, and obtaining a mean value Ve of the number of customer service reception users in a single day through a formula V (E x) =ve, namely obtaining workload information.
4. The integrated management system for intelligent conversation services as claimed in claim 1 wherein: the specific processing procedure of the second management and control information is as follows: extracting acquired customer service rating information and automatic customer service personnel rating, wherein the customer service rating information comprises active customer service rating information and automatic customer service rating information, and the active customer service rating information is manual rating performed after service is finished, and the manual rating comprises primary rating, secondary rating and tertiary rating;
processing customer service evaluation information and automatic customer service evaluation information to obtain comprehensive evaluation information of single service, extracting all comprehensive evaluation information of single customer service after a preset time length, calculating the average value of the comprehensive evaluation information to obtain evaluation average, and generating second management and control information when the number of the evaluation average values of all customer service exceeds a preset number.
5. The integrated management system for intelligent conversation services as claimed in claim 4 wherein: the specific process of the automatic customer service evaluation is as follows: in the customer service process, effective service excitation is extracted, effective service records are extracted, each service reply interval information of customer service is extracted from the effective service records, the average value of each service reply interval information is calculated, namely, the average reply interval is obtained, then the information quantity required by problem solution reply is acquired, after the problem proposed by a user is solved by customer service reply content, a prompt box is popped up on a user interface, after the user clicks a prompt box to confirm solution, the last previous reply information is marked as a solution end point, the customer service reply information quantity information between a customer service access time point and the solution end point is recorded, the solution reply quantity is obtained, the average reply interval mark is processed to obtain a reply interval score, the solution reply quantity is processed to obtain a solution reply score, the reply interval score is marked as F1, the solution reply score is marked as F2, a correction value Q1 is given to the complex interval score F1, the solution reply score F2 is a correction value Q2, Q1+Q2 is more than Q1, and the customer service evaluation is automatically obtained by the formula of F1, namely, the customer service evaluation is obtained.
6. The integrated management system for intelligent conversation services as claimed in claim 5 wherein: the specific determination of the effective service record is as follows: and recording service duration information in the service process, wherein the service duration information is invalid service with the length greater than the preset duration b1 and the length less than the preset duration b2, and the customer service content record between the preset duration b1 and the preset duration b2 is valid service record.
7. Integrated management of intelligent conversation services as claimed in claim 1The system is characterized in that: the specific processing procedure of the third management and control information is as follows: extracting other acquired customer service information, wherein the other customer service information comprises historical service information and historical scheduling information, the historical service information is historical customer service reception quantity information of the previous m years, m is more than or equal to 5, the historical service information is processed to obtain average customer service reception quantity values of all months, month reception quantity D is obtained, scheduling personnel quantity information corresponding to all month reception quantity D is extracted from the historical scheduling information and is marked as estimated scheduling personnel number Y1, the scheduling personnel quantity information of the month next to the current month is acquired and is marked as real-time scheduling personnel number Y2, the difference between the real-time scheduling personnel number Y2 and the estimated scheduling personnel number Y1 corresponding to the month is calculated from the extracted month and the estimated scheduling personnel number Y2, and the estimated difference Y is obtained Difference of difference When Y is Difference of difference And when the preset range is exceeded, generating third management and control information.
8. The integrated management system for intelligent conversation services as claimed in claim 1 wherein: the specific processing procedure of the fourth management and control information is as follows: the method comprises the steps of extracting acquired customer service information, wherein the customer service information also comprises service record information of each customer service, the service record information is customer service records in the previous c months, average reply interval information of a single customer service is obtained by processing the service records of the single customer service, first evaluation parameters are obtained by processing the average reply interval information of all the customer service, all comprehensive evaluation information of the service of the single customer service is extracted from the service record information of each customer service, average value of the comprehensive evaluation information is calculated to obtain single comprehensive evaluation average parameters of the customer service, second evaluation parameters are obtained by calculating the single comprehensive evaluation average parameters of all the customer service, finally the first evaluation parameters and the second evaluation parameters are processed to obtain overall evaluation parameters, other customer service information is extracted at the moment, and the other customer service information is customer service training frequency information.
9. The integrated management system for intelligent conversation services of claim 8 wherein: the specific process of processing the average reply interval information of all customer service to obtain the first evaluation parameter is as follows: the average recovery interval information of all customer service is extracted, the average value of the average recovery interval information is calculated, namely the average total customer service recovery interval is calculated, the average total customer service recovery interval is processed to obtain a first evaluation parameter, when the average total customer service recovery interval is larger than a preset value d1, the first evaluation parameter is a preset value f1, when the average total customer service recovery interval is between the preset values d1 and d2, the first evaluation parameter is a preset value f2, and when the average total customer service recovery interval is smaller than the preset value d2, the first evaluation parameter is a preset value f3, d1 is smaller than d2, and f3 is smaller than f2 and smaller than f1;
the process of obtaining the second evaluation parameters by calculating and processing the single customer service comprehensive evaluation average parameters of all customer services is as follows: extracting single customer service comprehensive evaluation average parameters of all customer services, and obtaining second evaluation parameters after the average values of the single customer service comprehensive evaluation average parameters are released;
the specific processing procedure of the overall evaluation parameter is as follows: extracting a first evaluation parameter and a second evaluation parameter, marking one evaluation parameter as U1, marking the second evaluation parameter as U2, and obtaining the overall evaluation parameter Uu with beta=0.98 through a formula (U1+U2).
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| CN116320170A (en) * | 2023-05-23 | 2023-06-23 | 烟台海颐软件股份有限公司 | Intelligent customer service call center system based on soft switch |
| CN116405601A (en) * | 2023-04-12 | 2023-07-07 | 深圳市云之音科技有限公司 | Intelligent telephone traffic distribution voice customer service management system for water service industry |
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| CN110458587A (en) * | 2019-08-23 | 2019-11-15 | 焦点科技股份有限公司 | A kind of method and system of analysis insurance electric business platform customer service work |
| CN110796455A (en) * | 2019-10-14 | 2020-02-14 | 深圳供电局有限公司 | Customer service center management efficiency computing system |
| CN113361816A (en) * | 2021-07-07 | 2021-09-07 | 北京容联七陌科技有限公司 | One set of customer service staff scheduling system |
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| CN116405601A (en) * | 2023-04-12 | 2023-07-07 | 深圳市云之音科技有限公司 | Intelligent telephone traffic distribution voice customer service management system for water service industry |
| CN116320170A (en) * | 2023-05-23 | 2023-06-23 | 烟台海颐软件股份有限公司 | Intelligent customer service call center system based on soft switch |
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