WO2015188710A1

WO2015188710A1 - Call routing method, device, and system

Info

Publication number: WO2015188710A1
Application number: PCT/CN2015/080608
Authority: WO
Inventors: 高卓; 晏强
Original assignee: 华为技术有限公司
Priority date: 2014-06-10
Filing date: 2015-06-02
Publication date: 2015-12-17
Also published as: CN105227792B; CN105227792A; CN109040487B; CN109040487A

Abstract

The present invention provides a call routing method, device, and system, wherein a call center comprises an agent selecting entity and multiple agents, and the agents of the call center log in to a social platform through a social platform gateway and provide services for users on the social platform through the social platform gateway. The method comprises: a social platform gateway generates service information according to services provided by agents of a call center for users on a social platform, and sends the service information to an agent selecting entity, so that the agent selecting entity determines, from the agents of the call center, target agents for user terminals of the call center according to the service information. Therefore, the agent service efficiency is improved and the offline voice efficiency of the call center is also improved.

Description

Call routing method, device and system

Technical field

The present invention relates to a call routing technology, and in particular, to a call routing method, apparatus, and system.

Background technique

As online communities become more and more engaged in shopping experiences, sharing of service experiences, and social activities such as consulting on social platforms, network families are increasingly required to unify the experience of network and voice offline, user terminals. The interaction between the social platform and the call center has also become the development trend of the future call center system.

The current call center supports the access of the social platform, but only serves as a channel access, and the information of the social platform is distributed to the corresponding agent through the original routing module of the call center, wherein the call center passes through the intermediate network element, that is, the social platform gateway and the Social platform interactions, such as Facebook, Twitter, etc., the social platform gateway obtains massive information from the social platform according to the search channel and keywords. The social platform gateway can analyze the massive social information based on the sentiment analysis of the word meaning, filter and filter according to certain rules, perform public opinion monitoring, and distribute the priority route to the call center. The call center determines the corresponding agent for processing. The agent processes the social information and responds. The auditor can review the reply content and send it to the social platform gateway for unified release by the social platform gateway.

However, the agent in the prior art is still in the call center and cannot be a member of the social platform, so that the user terminal can be directly served on the social platform, and the social platform and the call center are isolated from each other. The online network service based on the social platform in the technology and the offline service based on the traditional voice call center are both independent and do not form an organic unity, so that the voice line offline service of the call center is inefficient.

Summary of the invention

The invention provides a call routing method, device and system, thereby improving agent service efficiency. And the voice-line service efficiency of the call center.

In a first aspect, an embodiment of the present invention provides a call routing method, where a call center includes an agent selection entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and uses the social platform gateway to Providing a service to a user of the social platform, the method comprising: the social platform gateway generating service information according to a service provided by a user of the call center for a user of the social platform; the social platform gateway sending the service to the agent selection entity And the service information, so that the agent selection entity determines, in the agent of the call center, a target agent for calling the user terminal of the call center according to the service information.

With reference to the first aspect, in a first possible implementation manner of the first aspect, the service information includes a user identifier of a user requesting a service on the social platform, and an identifier of an agent serving a user requesting the service, to When the user terminal corresponding to the user identifier calls the call center, the agent selection entity determines an agent serving the user on the social platform as the target agent according to the service information.

With reference to the first possible implementation manner of the first aspect, in a second possible implementation manner of the first aspect, the service information further includes service additional information, where the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the evaluation information of the reply content of the other user of the social platform to the agent providing the service, so that the agent selection entity is When the number of agents served by the user is multiple, the target agent is determined according to the service additional information.

With reference to the first aspect, in a third possible implementation manner of the first aspect, the social platform gateway generates service information according to a service provided by a user of the call center for a user of the social platform, and specifically includes the social The platform gateway counts the words that appear more frequently in the reply content of each agent as the skill keywords of the corresponding agent, and the generated service information includes the identifiers of the agents and the skill keywords corresponding to the agents.

With reference to the first aspect, in a fourth possible implementation manner of the first aspect, the social platform gateway generates service information according to a service provided by a user of the call center for a user of the social platform, and specifically includes the social The platform gateway counts the evaluation information of the reply content when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the total number of times of reply of each agent's reply content. And at least one of the total number of collections of the reply contents of each agent, the generated service information includes the evaluation letters of the agents interest.

In a second aspect, an embodiment of the present invention provides a call routing method, where a call center includes an agent selection entity, a call control entity, and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and passes the social platform. The gateway provides a service for the user of the social platform, the method includes: the agent selection entity receives service information sent by the social platform gateway, where the service information is that the social platform gateway is based on the agent of the call center The service provided by the user of the social platform is generated; the agent selection entity receives an agent query request sent by the call control entity when receiving a call request of the user terminal; the agent selection entity is in the call according to the service information Determining, by the agent in the center, the target agent for the calling user corresponding to the user terminal, and returning the identifier of the target agent to the call control entity, so that the call control entity establishes between the target agent and the user terminal Voice connection.

With reference to the second aspect, in a first possible implementation manner of the second aspect, the service information includes a user identifier of a user requesting a service on the social platform, and an agent identifier of an agent that provides a service to a user requesting the service; Determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information, the agent selection entity obtains the terminal identifier of the user terminal from the agent query request, Searching for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, and searching for the corresponding information in the service information according to the found user identifier. The agent identifier is determined as the target agent identified by the found agent identifier.

With reference to the first possible implementation manner of the second aspect, in a second possible implementation manner of the second aspect, the service information further includes service additional information, where the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the evaluation information of the reply content of the other user of the social platform to the agent providing the service; when the found agent identifier is multiple, Determining, by the service additional information, the first agent that meets the preset condition among the found agents as the target agent, where the preset condition is one or any combination of the following conditions: the first agent is in the Providing the newly requested service to the calling user on the social platform; in the reply content when the plurality of agents provide the service to the calling user, the calling user has the highest evaluation of the reply content of the first agent; In the reply content when the plurality of agents provide the service to the calling user, the other users of the social platform answer the first agent Top-rated content.

With reference to the second aspect, in a third possible implementation manner of the second aspect, the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is in the reply content of each agent. a plurality of words appearing frequently; the agent query request includes a demand keyword specified by the calling user; and the agent selecting entity determines, according to the service information, a target agent specific for the user terminal in an agent of the call center The agent selection entity searches for the skill keyword matching the demand keyword in the service information according to the demand keyword, and determines the agent identified by the agent identifier corresponding to the found skill keyword as The target agent.

With reference to the second aspect, in a fourth possible implementation manner of the second aspect, the service information includes evaluation information of each agent, and the evaluation information of each agent includes satisfaction of each agent and total content of responses of each agent. At least one of the number of times of forwarding, and the total number of times of collection of the replies of the agents; determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information, specifically: the agent selection The entity calculates a routing weight of each agent according to the evaluation information of each agent; the agent selection entity determines that the agent having the optimal routing weight is the target agent.

In a third aspect, an embodiment of the present invention provides a social platform gateway, where the call center includes an agent selection entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and uses the social platform gateway to The user of the social platform provides a service, and the social platform gateway includes: a generating module, configured to generate service information according to a service provided by the agent of the call center for a user of the social platform; and a sending module, configured to select the agent The entity sends the service information generated by the generating module, so that the agent selection entity determines, in the agent of the call center, a target agent for calling the user terminal of the call center according to the service information.

With reference to the third aspect, in a first possible implementation manner of the third aspect, the service information includes a user identifier of a user requesting a service on the social platform, and an identifier of an agent serving a user requesting the service, to When the user terminal corresponding to the user identifier calls the call center, the agent selection entity determines an agent serving the user on the social platform as the target agent according to the service information.

With reference to the first possible implementation manner of the third aspect, in a second possible implementation manner of the third aspect, the service information further includes service additional information, where the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the reply content of the other user of the social platform to the agent providing the service The evaluation information is such that when the agent selection entity has a plurality of agents serving the user, the target agent is determined according to the service additional information.

With reference to the third aspect, in a third possible implementation manner of the third aspect, the generating module is configured to collect, as a skill keyword of the corresponding agent, a word that appears in the reply content of each agent as a skill keyword. The service information includes the logo of each seat and the skill keywords corresponding to each seat.

With reference to the third aspect, in a fourth possible implementation manner of the third aspect, the generating module is specifically configured to: when the user of the social platform provides statistics for the reply content of the service provided by each agent, the information of each agent is determined. In the evaluation information, the evaluation information of each seat includes at least one of the satisfaction degree of each seat, the total number of times of reply of each seat, and the total number of times of reply contents of each seat, and the generated service information includes the seats. Evaluation information.

In a fourth aspect, an embodiment of the present invention provides an agent selection entity, where the call center where the agent selection entity is located further includes a call control entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and passes The social platform gateway provides a service for a user of the social platform, and the agent selection entity includes: a receiving module, configured to receive service information sent by the social platform gateway, where the service information is The agent of the call center is generated by the service provided by the user of the social platform, and is further configured to receive an agent query request sent by the call control entity when receiving the call request of the user terminal; and the determining module is configured to be used according to the receiving module Receiving the service information, in the agent of the call center, determining a target agent for the call user corresponding to the user terminal; and sending, by the sending module, the target agent determined by the determining module to the call control entity Identification of the call control entity to establish the target agent and the Voice connection between the user terminal.

With reference to the fourth aspect, in a first possible implementation manner of the fourth aspect, the service information includes a user identifier of a user requesting a service on the social platform, and an agent identifier of an agent that provides a service for a user requesting the service; The determining module is configured to obtain the terminal identifier of the user terminal from the agent query request, and search for the user terminal according to the terminal identifier of the user terminal in a correspondence between the pre-recorded terminal identifier and the user identifier. The user identifier corresponding to the terminal identifier is used to find the corresponding agent identifier in the service information according to the found user identifier, and the agent identified by the found agent identifier is determined as the target agent.

With reference to the first possible implementation manner of the fourth aspect, in a second possible implementation manner of the fourth aspect, the service information further includes service additional information, where the service additional information includes the following information At least one of: a time when the service is requested, an evaluation information of a user who requests the service to the reply content of the agent providing the service, and evaluation information of the reply content of the other user of the social platform to the agent providing the service; the determining module And determining, by the service additional information, the first agent that meets the preset condition in the found agent as the target agent according to the service additional information, where the preset condition is as follows One or any combination of: the first agent provides the call user with the newly requested service on the social platform; in the reply content when multiple agents provide service to the calling user, the call The user has the highest evaluation of the reply content of the first agent; in the reply content when the plurality of agents provide the service to the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent. .

With reference to the fourth aspect, in a third possible implementation manner of the fourth aspect, the service information includes an identifier of each agent and a skill keyword corresponding to each agent, where the service information includes an identifier of each agent and a corresponding address of each agent. a skill keyword, the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent; the agent query request includes a demand keyword specified by the call user; and the determining module is specifically configured to The demand keyword searches for the skill keyword that matches the demand keyword in the service information, and determines the agent identified by the agent identifier corresponding to the found skill keyword as the target agent.

With reference to the fourth aspect, in a fourth possible implementation manner of the fourth aspect, the service information includes the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the total content of the responses of each agent. The determining module is configured to: calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the routing option has the optimal routing right. The value of the agent is the target agent.

According to a fifth aspect, an embodiment of the present invention provides a call center system, including: an agent selection entity and a call control entity; the agent selection entity is configured to receive service information sent by the social platform gateway, where the service information is The social platform gateway is generated according to the service provided by the agent of the call center for the user of the social platform; the call control entity is configured to send an agent query request to the agent selection entity when receiving the call request of the user terminal; The agent selection entity is further configured to: determine, according to the service information, a target agent for a call user corresponding to the user terminal in an agent of the call center, and return an identifier of the target agent to the call control entity; The call control entity is further configured to establish a voice connection between the target agent and the user terminal according to the identifier of the target agent.

The present invention provides a call routing method, apparatus, and system. The method includes: first, a social platform gateway generates service information according to a service provided by a call center agent for a user of a social platform; and then, the social platform gateway sends a service to an agent selection entity. The information is such that the agent selection entity determines the target agent for the user terminal calling the call center in the agent of the call center according to the service information. The agent logs in to the social platform through the social platform gateway and provides services to the user through the social platform gateway, so that the agent directly acts as a member of the social platform, thereby improving the efficiency of the agent service, and the agent selecting entity is the user terminal of the call center according to the service information. The target agent is determined, and the agent suitable for the user can be allocated to the user in time and effectively, thereby improving the offline voice efficiency of the call center.

DRAWINGS

FIG. 1 is a flowchart of a call routing method according to an embodiment of the present invention;

2 is a flowchart of a social platform gateway acquiring bill information according to an embodiment of the present invention;

FIG. 3 is a flowchart of a call routing method according to another embodiment of the present invention;

4 is a flowchart of a call routing method according to still another embodiment of the present invention;

FIG. 5 is a schematic structural diagram of a social platform gateway according to an embodiment of the present invention;

FIG. 6 is a schematic structural diagram of a seat selection entity according to an embodiment of the present invention;

FIG. 7 is a schematic structural diagram of a social platform gateway according to another embodiment of the present invention;

FIG. 8 is a schematic structural diagram of a seat selection entity according to another embodiment of the present invention;

FIG. 9 is a schematic diagram of a call center system according to an embodiment of the present invention.

detailed description

FIG. 1 is a flowchart of a call routing method according to an embodiment of the present invention. The method is applicable to a social platform-based call routing scenario. The execution body of the method is a social platform gateway. The specific process of the call routing method is as follows:

S101: The social platform gateway generates service information according to a service provided by a call center agent for a user of the social platform.

Specifically, the call center includes an agent selection entity, a call control entity, and a plurality of agents, wherein the agent of the call center logs in to the social platform through the social platform gateway and provides services to users of the social platform through the social platform gateway, and the user proposes on the social platform. For questions and requirements, the agent will respond to the user's questions and needs, and continue to track until the problem is solved, that is, the agent provides services for the users of the social platform. First, the agent logs in to the call center through the agent account, followed by the agent. The agent obtains at least one social platform account converted by the configuration administrator by the agent account, and then the agent sends the login request to the corresponding social platform through the social platform gateway through the at least one social platform account. That is to say, the agent can serve as a member of the social platform and directly provide services to the user on the social platform, so the social platform gateway can forward the interaction information between the agent and the user who provides the service to the user, for example, the content of the service requested by the user. (such as the post sent by the user on the social platform), the reply content provided by the agent for the user, and the evaluation information of the reply content of the user to the agent. The social platform gateway may record information of the interaction between the forwarded user and the agent to generate at least one of session CDR information, operation CDR information, and user CDR information, and the social platform gateway stores the CDR information in the database. Specifically, FIG. 2 is a flowchart of a social platform gateway acquiring bill information according to an embodiment of the present invention. As shown in FIG. 2, the specific steps of the social platform gateway acquiring bill information are as follows:

S201: The user asks or consults on the social platform.

S202: Send a question or consultation of the user.

S203: Send a question or consultation of the user.

S204: The agent answers.

S205: Forward the reply of the agent.

S206: Record session CDR information.

Specifically, the session bill information may include: a content requested by the user to the agent, a time when the user requests the service from the agent, a content of the service response of the agent to the user, a time of the service response of the agent to the user, and the like.

S207: Forward the reply of the agent.

S208: The user operates (forward, share, etc.) on the social platform according to the reply.

S209: Send operation information.

S210: Record operation bill information.

The operation bill information includes: service feedback information of the service response of the agent to the user terminal on the at least one social platform, wherein the service feedback information includes at least one of a service evaluation, a number of forwarding times, or an evaluation number.

S211: Synchronize user information.

S212: Record user bill information.

Specifically, the user bill information includes: registration information of the user on at least one social platform, At least one of an access address or a login authorization code of at least one social platform.

The social platform gateway can also convert the CDR information into real-time data through the CDR real-time data module, and the real-time data is processed by the CDR interval data module to generate interval data of a small dimension, and the interval period can be determined by configuration, generally 15 minutes. The data is equal to 30 minutes, and the interval data is generated by the data module of the bill daily data, and the daily data is generated by the data module of the monthly bill, and the statistical data of the month is generated.

Further, the service information is part of the information in the bill information or the extracted key information. Optionally, the service information includes a user identifier of a user requesting the service on the social platform and an agent serving the user requesting the service. The identifier is configured to enable the agent selection entity to determine the agent serving the user on the social platform as the target agent according to the service information when the user terminal corresponding to the user identifier calls the call center. Further, the service information further includes service additional information, where the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user requesting the service for the reply content of the agent providing the service, and other users of the social platform. The evaluation information of the reply content of the agent providing the service is such that when the agent selection entity has a plurality of agents serving the user, the target agent is determined based on the service additional information.

Optionally, the service information includes: an identifier of each agent and a skill keyword corresponding to each agent, wherein the social platform gateway collects a word with a greater number of occurrences in the reply content of each agent as a skill keyword of the corresponding agent.

Specifically, the method for determining the skill keyword may be: the social platform gateway counts the number of occurrences of each word in the reply content of each agent, and when the number of occurrences of a certain word exceeds a preset threshold, determining that the word is the skill key of the agent Or; the number of times of each occurrence is counted, and the number of occurrences is sorted according to the number of times, and the word with the most occurrence is used as the skill keyword of the agent, and the method of determining the keyword is not limited thereto.

Optionally, the service information includes evaluation information of each agent. The social platform gateway generates the service information according to the service provided by the agent of the call center for the user of the social platform, and specifically includes: the social platform gateway statistics the evaluation information of the reply content of the user when the user provides the service for each agent to determine the evaluation of each agent. The information of each seat includes at least one of the satisfaction degree of each seat, the total number of times of reply of each seat, and the total number of times of reply of each seat, and the generated service information includes evaluation information of each seat.

Specifically, the social platform gateway can count the user's evaluation of each agent, if the user is seated The evaluation of the replies was 10 times, and 8 times were selected as the best answer, and the satisfaction was determined to be 80%. The method of determining satisfaction is not limited to this.

S102: The social platform gateway sends the service information to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the calling call center in the agent of the call center according to the service information.

Specifically, the social center gateway may periodically send the service information to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the calling call center in the agent of the call center according to the service information. The agent selection entity periodically sends a service information update request message to the social center platform. After receiving the service information update request message, the social center gateway sends a response message to the agent selection entity, where the response message carries the service information.

The embodiment provides a call routing method, which includes: the social platform gateway generates service information according to the service provided by the agent of the call center for the user of the social platform; and sends the service information to the agent selection entity, so that the agent selection entity according to the service The information is determined in the agent of the call center for the user terminal of the calling call center, wherein the agent logs in to the social platform through the social platform gateway and provides services to the user through the social platform gateway, so that the agent directly acts as a member of the social platform, thereby improving The agent service efficiency is sent, and the social platform gateway sends the service information to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the call center according to the service information, that is, the user receives the historical information of the agent service on the social platform, and then Efficiently and efficiently assign users to the seat of the user, thereby improving the offline voice efficiency of the call center.

FIG. 3 is a flowchart of a call routing method according to another embodiment of the present invention. The method is applicable to a call routing scenario based on a social platform. The execution entity of the method is an agent selection entity, and the specific process of the call routing method is as follows:

S301: The agent selection entity receives the service information sent by the social platform gateway.

Specifically, the service information is generated by a social platform gateway according to a service provided by a call center agent for a user of the social platform. Further, the service information may include a user identifier of a user requesting the service on the social platform and an agent identifier of the agent serving the user requesting the service; the service information further includes service additional information, where the service additional information includes the following At least one of the information: the time when the service is requested, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the reply of the other user of the social platform to the agent providing the service When the found agent identifiers are multiple, the first agent that meets the preset condition among the found agents is determined as the target agent according to the service additional information, wherein the preset condition is as follows One or any combination: First, the first agent provides the latest requested service to the calling user on the social platform; wherein the newly requested service is a social conversation between the agent and the user, and each social session corresponds to a unique identifier ( Identification, ID), also in a social session, users and agents also have unique IDs to identify different identities. 2. In the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; if the calling user determines that the reply content of the first agent is the best answer or calls the user to forward or collect The reply content of the first seat and the like were all determined to be the highest rating of the reply content of the first seat by the calling user. 3. In the reply content when multiple agents provide services for the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent, and the number of times the other users reply to the first seat, the number of times of collection, etc. At the most, it is determined that other users have the highest evaluation of the reply content of the first agent.

Alternatively, the service information includes a logo of each seat and a skill keyword corresponding to each seat, and the skill keyword corresponding to each seat is a word that appears more frequently in the reply content of each agent.

Alternatively, the service information includes evaluation information of each seat, and the evaluation information of each seat includes at least one of satisfaction degree of each seat, total number of times of reply contents of each seat, and total number of times of reply contents of each seat.

S302: The agent selection entity receives an agent query request sent by the call control entity when receiving the call request of the user terminal.

Specifically, the call control entity receives the call request of the user terminal, where the call request carries the terminal identifier of the user terminal, and the call control entity obtains the terminal identifier from the call request and adds the request to the agent query request, and the agent query request is obtained. Send to the agent selection entity.

Or the agent query request carries the demand keyword specified by the calling user, wherein the call control entity collects the demand keyword through an interactive voice response (IVR) interaction, and the call control entity adds the demand keyword to the agent query. Requested.

S303: The agent selection entity determines a target agent for the calling user corresponding to the user terminal in the agent of the call center according to the service information, and returns the identifier of the target agent to the call control entity.

Specifically, when the service information includes a user identifier of a user requesting the service on the social platform and an agent identifier of the agent serving the user requesting the service, and the agent query request is carried The terminal identifier of the user terminal is determined by the agent selection entity for the user terminal in the agent of the call center according to the service information, and the agent selection entity obtains the terminal identifier of the user terminal from the agent query request. Searching for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, searching for the corresponding agent identifier in the service information according to the found user identifier, and searching for The agent identified by the agent ID is determined to be the target agent. Further, the service information further includes service additional information including at least one of the following: the time when the service is requested, the evaluation information of the user who requested the service to the reply of the agent providing the service, and other users of the social platform The evaluation information of the reply content of the agent providing the service, when the agent selection entity finds the plurality of agent identifiers, the first seat that satisfies the preset condition among the found agents may be determined as the target according to the service additional information. The agent, specifically, the preset condition may be one or any combination of the following conditions: 1. The first agent provides the latest requested service to the calling user on the social platform; then the agent selection entity is in the service information according to the user identifier. The process of searching for the corresponding agent identifier is: the agent selection entity first determines the last social session ID of the user identified by the user identifier, that is, determines the service of the latest request provided by the first agent on the social platform, and the ID of the social session. The agent corresponding to the associated agent ID is the next call The target agent to be served by the user; Second, in the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; 3. When multiple agents serve the calling user In the reply content, other users of the social platform rated the reply content of the first agent the highest.

For example, if the service information includes the user identifier of the user requesting the service on the social platform and the agent identifier of the agent serving the user requesting the service, and the service information further includes the service additional information, the first preset condition is met. : Suppose a scenario where a patient with rheumatism X discusses the condition of the “rheumat subgroup” in the “Traditional Chinese Medicine Clinic Outpatient Community” on the social platform. Expert A and Patient X are on the forum. The treatment plan was discussed and analyzed, and the patient X initially selected the treatment plan of the expert A. The patient X dialed the call center hotline 6666 on a certain day, and the call control entity received the call request from the user terminal, and sent the agent query to the agent selection entity. The request, the agent query request includes a terminal identifier, and the terminal identifier may be a mobile phone number, and the agent selection entity searches for the user identifier corresponding to the terminal identifier of the user terminal in the correspondence between the pre-recorded terminal identifier and the user identifier according to the terminal identifier. According to The mobile phone number determines the identifier of the patient X, finds the last social session ID of the patient X in the service information according to the found identifier of the patient X, and then obtains the agent identifier associated with the social session ID, and finally determines that the agent identifier is expert A. Logo, expert A is the target seat, and the system prompts: "Hello, welcome to call the Chinese medicine expert outpatient hotline for registration appointment, you have communicated with Dr. A in the rheumatology subgroup on X-X X, whether to confirm the appointment A For the doctor's clinic, please press 1 and press 2".

When the service information includes the identifier of each agent and the skill keyword corresponding to each agent, the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent; the agent query request includes the demand keyword specified by the calling user; Determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information, specifically: the agent selection entity searches for the skill keyword matching the demand keyword in the service information according to the demand keyword. And the agent identified by the agent ID corresponding to the found skill keyword is determined as the target agent.

Further, if the calling user initiates the service request for the first time, or when the agent selection entity determines that there are multiple agents for the user, the final target agent may be determined by the following method, where the service information includes the evaluation information of each agent, and each agent The evaluation information includes at least one of satisfaction of each agent, total number of times of reply of each agent, and total number of times of reply of each agent; the agent selection entity is in the agent of the call center according to the service information. Determining the target agent for the user terminal specifically includes: the agent selection entity calculates a routing weight of each agent according to the evaluation information of each agent; and the agent selection entity determines that the agent having the optimal routing weight is the target agent. The routing weight can be calculated by the following method: routing weight = satisfaction × A + total forwarding times × B + total collection times × C, coefficient A, B, C is a positive number, A + B + C = 1, in the specific In the implementation, the agent, the skill keyword, and the agent that is not in the idle state can be assigned a routing weight of 0 for the agent that does not match the demand keyword.

For example, if the service information includes the identifier of each agent and the skill keyword corresponding to each agent, and the service information also includes the evaluation information of each agent, the evaluation information of each agent includes the satisfaction of each agent and the reply content of each agent. At least one of the total number of times of forwarding and the total number of collections of replies from each agent, a scenario is assumed: a patient with rheumatism X, "rheumatism" in the "Traditional Chinese Medicine Clinic Outpatient Community" on social platforms The subgroup "discussed their own condition, and expert A and expert B actively discussed and analyzed the treatment plan with patient X on the forum. Finally, patient X initially selected the treatment plan of expert A, and expert A was praised by the community. Most The high doctor, patient X dials the call center hotline 6666 on a certain day, that is, the call control entity receives the call request from the user terminal, and sends an agent query request to the agent selection entity, the agent query request includes the demand keyword specified by the patient X. "Rheumatism", the agent selection entity searches for the skill keyword matching the demand keyword in the service information according to the demand keyword, and determines the agent identified by the agent identifier corresponding to the found skill keyword as the target agent, that is, according to the target agent The demand keyword determines the expert A and the expert B for the patient X, and then the agent selecting entity calculates the routing weight according to the evaluation information of the expert A and the expert B; then the agent selecting entity determines that the expert A having the optimal routing weight is the target agent.

The embodiment provides a call routing method, including: the agent selection entity receives the service information sent by the social platform gateway, and the service information is generated by the social platform gateway according to the service provided by the call center agent for the user of the social platform, and The agent selection entity receives an agent query request sent by the call control entity when receiving the call request of the user terminal; the agent selection entity determines the target agent for the call user corresponding to the user terminal in the agent of the call center according to the service information, and calls the call The control entity returns an identifier of the target agent, so that the call control entity establishes a voice connection between the target agent and the user terminal. By combining the online platform service based on social platform with the offline service based on traditional voice call center, the voice offline service efficiency of the call center is significantly improved, and the agent directly performs the user terminal on the social platform. Service to improve the efficiency of agent services.

FIG. 4 is a flowchart of a call routing method according to still another embodiment of the present invention, where the method includes an interaction process between a user terminal, a call center system, and a social platform gateway, where the call center system includes an agent selection entity, a call control entity, As shown in Figure 4, the specific steps of the method are as follows:

S401: The agent selection entity receives the service information sent by the social platform gateway.

Specifically, the service information is generated by a social platform gateway according to a service provided by a call center agent for a user of the social platform. Further, the service information may include a user identifier of a user requesting the service on the social platform and an agent identifier of the agent serving the user requesting the service; the service information further includes service additional information, where the service additional information includes the following At least one of the information: the time when the service is requested, the evaluation information of the user who requested the service to the reply content of the agent providing the service, the evaluation information of the reply content of the other user of the social platform to the agent providing the service; the found agent When the number is identified as multiple, the additional information according to the service will be The first agent in the found agent that meets the preset condition is determined as the target agent, wherein the preset condition is one or any combination of the following conditions: 1. The first agent provides the latest requested service to the calling user on the social platform. The newly requested service is a social conversation between the agent and the user, and each social session corresponds to a unique identifier. Also in a social conversation, the user and the agent also have unique IDs to identify different identities. 2. In the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; if the calling user determines that the reply content of the first agent is the best answer or calls the user to forward or collect The reply content of the first seat and the like were all determined to be the highest rating of the reply content of the first seat by the calling user. 3. In the reply content when multiple agents provide services to the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent. If other users have the most number of times of replying to the reply content of the first agent, the number of times of collection, etc., it is determined that other users have the highest evaluation of the reply content of the first agent.

S402: The user terminal sends a call request to the call control entity.

S403: The call control entity sends an agent query request to the agent selection entity.

S404: The agent selection entity determines the target agent for the calling user corresponding to the user terminal in the agent of the call center according to the service information.

S405: The agent selection entity returns the identifier of the target agent to the call control entity.

Specifically, when the service information includes a user identifier of a user requesting the service on the social platform and an agent identifier of the agent serving the user requesting the service, and the agent query request carries the terminal identifier of the user terminal, the agent selection entity is configured according to Determining, by the service information, the target agent for the user terminal in the agent of the call center, the method includes: the agent selection entity acquires the terminal identifier of the user terminal from the agent query request, and the pre-recorded terminal identifier according to the terminal identifier of the user terminal Searching for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship with the user identifier, searching for the corresponding agent identifier in the service information according to the found user identifier, and determining the agent identified by the found agent identifier as the target agent . In addition, the service information is also The service additional information is included, and the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user who requests the service to the reply content of the agent providing the service, and an agent of the other user of the social platform who provides the service The evaluation information of the reply content, when the agent selection entity finds the plurality of agent identifiers, the first agent that meets the preset condition among the found agents may be determined as the target agent according to the service additional information, specifically, The preset condition may be one or any combination of the following conditions: 1. The first agent provides the latest requested service to the calling user on the social platform; then the agent selection entity searches for the corresponding agent in the service information according to the user identifier. The process of the identification is: the agent selection entity first determines the last social session ID of the user identified by the user identifier, that is, determines the service of the latest request provided by the first agent on the social platform, and the agent ID associated with the ID of the social session. The corresponding agent is the next item to be served for the calling user. Second, in the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; third, in the reply content when multiple agents provide services for the calling user, social Other users of the platform rated the highest response content of the first agent.

Further, if the calling user initiates the service request for the first time, or when the agent selection entity determines that there are multiple agents for the user, the final target agent may be determined by the following method, where the service information includes the evaluation information of each agent, and each agent The evaluation information includes at least one of satisfaction of each agent, total number of times of reply of each agent, and total number of times of reply of each agent; the agent selection entity is in the agent of the call center according to the service information. Determining the target agent for the user terminal specifically includes: the agent selection entity calculates a routing weight of each agent according to the evaluation information of each agent; and the agent selection entity determines that the agent having the optimal routing weight is the target agent.

The embodiment provides a call routing method, including the agent selection entity receiving the service information sent by the social platform gateway, and the service information is that the social platform gateway is based on the agent of the call center. The service provided by the user of the social platform is generated, and the agent selection entity receives the agent query request sent by the call control entity when receiving the call request of the user terminal; the agent selection entity compares the agent query request and service information, and finally is the calling user. The target agent is determined, so that the calling user can establish a voice connection with the target agent based on the service information, that is, the historical data, thereby improving the efficiency of the offline voice service.

FIG. 5 is a schematic structural diagram of a social platform gateway according to an embodiment of the present invention. The gateway includes: a generating module 501, a sending module 502, and a generating module 501, configured to provide a service provided by a user of a call center to a user of a social platform. The service information is generated, and the sending module 502 is configured to send the service information generated by the generating module 501 to the agent selecting entity, so that the agent selecting entity determines the target agent for the user terminal of the calling call center in the agent of the call center according to the service information.

Optionally, the service information includes a user identifier of the user requesting the service on the social platform and an identifier of the agent that provides the service to the user requesting the service, so that the agent selection entity calls the call center when the user terminal corresponding to the user identifier calls the call center. The agent serving the user on the social platform is determined as the target agent according to the service information. Further, the service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, a rating information of the user who requests the service, and a response information of the agent providing the service, and the social platform The evaluation information of the reply content of the agent providing the service by the other user, so that the agent selection entity determines the target agent based on the service additional information when there are a plurality of agents serving the user.

Optionally, the generating module 501 is specifically configured to collect a word with a high number of occurrences in the reply content of each agent as the skill keyword of the corresponding agent, and the generated service information includes the identifier of each agent and the skill keyword corresponding to each agent.

Optionally, the generating module 501 is specifically configured to determine evaluation information of the reply content of the user when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the seats of each agent. At least one of the total number of times of replying the content of the reply and the total number of times of collecting the contents of the reply of each of the seats, the generated service information includes evaluation information of each seat.

The gateway provided in this embodiment may be used to implement the technical solution of the corresponding call routing method in FIG. 1 , and the implementation principle and technical effects are similar, and details are not described herein again.

FIG. 6 is a schematic structural diagram of a seat selection entity according to an embodiment of the present invention; The receiving entity includes: a receiving module 601, a determining module 602, and a sending module 603. The call center where the agent selecting entity is located further includes a call control entity and multiple agents, and the agent of the call center logs in to the social platform through the social platform gateway. Providing a service for the user of the social platform through the social platform gateway, the receiving module 601 is configured to receive the service information sent by the social platform gateway, where the service information is generated by the social platform gateway according to the service provided by the agent of the call center for the user of the social platform, and And a determining module 602, configured to determine, according to the service information received by the receiving module 601, the target user corresponding to the user terminal in the agent of the call terminal according to the service information received by the receiving module 601. The sending module 603 is configured to return, to the call control entity, the identifier of the target agent determined by the determining module 602, so that the call control entity establishes a voice connection between the target agent and the user terminal.

Optionally, the service information includes a user identifier of the user requesting the service on the social platform and an agent identifier of the agent that provides the service to the user requesting the service; and the determining module 602 is specifically configured to acquire the user terminal from the agent query request. The terminal identifier is used to search for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, and find the corresponding agent identifier in the service information according to the found user identifier. And determine the agent identified by the found agent ID as the target agent. The service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user requesting the service for the reply content of the agent providing the service, and other users of the social platform Evaluation information of the reply content of the agent providing the service. The determining module 602 is further configured to: when the found agent identifiers are multiple, determine, according to the service additional information, that the first agent that meets the preset condition among the found agents is determined as the target agent preset condition as follows: One or any combination: First, the first agent provides the latest requested service to the calling user on the social platform; 2. In the reply content when multiple agents provide services to the calling user, the calling user answers the first seat. The content is evaluated the most; third, in the reply content when multiple agents provide services for the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.

Optionally, the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent; the agent query request includes the call user specified a demand keyword; the determining module 602 is specifically configured to search for the skill keyword matching the demand keyword in the service information according to the demand keyword, and The agent identified by the agent ID corresponding to the found skill keyword is determined as the target agent.

Optionally, the service information includes evaluation information of each agent, and the evaluation information of each agent includes at least one of satisfaction degree of each agent, total number of times of reply content of each agent, and total number of times of reply content of each agent. The determining module 602 is specifically configured to calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the agent with the optimal routing weight is the target agent.

The agent selection entity provided in this embodiment may be used to implement the technical solution of the corresponding call routing method in FIG. 2, and the implementation principle and technical effects are similar, and details are not described herein again.

FIG. 7 is a schematic structural diagram of a social platform gateway according to another embodiment of the present invention. The gateway includes: a processor 701, a transmitter 702, and a processor 701, configured to provide, according to a call center agent, a user of the social platform. The service generation service information is used by the sender 702 to send the service information generated by the processor 701 to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the call center in the agent of the call center according to the service information.

Optionally, the processor 701 is specifically configured to collect a word with a high number of occurrences in the reply content of each agent as the skill keyword of the corresponding agent, and the generated service information includes the identifier of each agent and the skill keyword corresponding to each agent.

Optionally, the processor 701 is specifically configured to collect evaluation information of the reply content when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the seats of each agent. At least one of the total number of times of replying the content of the reply and the total number of times of collecting the contents of the reply of each of the seats, the generated service information includes evaluation information of each seat.

FIG. 8 is a schematic structural diagram of an agent selection entity according to another embodiment of the present invention. The agent selection entity includes: a receiver 801, a processor 802, and a transmitter 803. The call center where the agent selection entity is located further includes The call control entity and the plurality of agents, the agent of the call center logs in to the social platform through the social platform gateway and provides the service to the user of the social platform through the social platform gateway, and the receiver 801 is configured to receive the service information sent by the social platform gateway, and the service information The social platform gateway is generated according to the service provided by the call center agent to the user of the social platform, and is further configured to receive an agent query request sent by the call control entity when receiving the call request of the user terminal; and the processor 802 is configured to receive according to the The service information received by the device 801 determines the target agent for the calling user corresponding to the user terminal in the agent of the call center; the transmitter 803 is configured to return the identifier of the target agent determined by the processor 802 to the call control entity, so that the call control entity establishes A voice connection between the target agent and the user terminal.

Optionally, the service information includes a user identifier of a user requesting a service on the social platform and an agent identifier of an agent that provides a service to the user requesting the service; and the processor 802 is specifically configured to acquire the user terminal from the agent query request. The terminal identifier is used to search for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, and find the corresponding agent identifier in the service information according to the found user identifier. And determine the agent identified by the found agent ID as the target agent. The service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user requesting the service for the reply content of the agent providing the service, and other users of the social platform Evaluation information of the reply content of the agent providing the service. The processor 802 is further configured to: when the found agent identifier is multiple, determine, according to the service additional information, that the first agent that meets the preset condition among the found agents is determined as the target agent preset condition as follows: One or any combination: First, the first agent provides the latest requested service to the calling user on the social platform; 2. In the reply content when multiple agents provide services to the calling user, the calling user answers the first seat. The content is evaluated the most; third, in the reply content when multiple agents provide services for the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.

Optionally, the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent; the agent query request includes the call user specified Demand keyword; then processor 802, specifically for root According to the demand keyword, the skill keyword matching the demand keyword is searched for in the service information, and the agent identified by the agent identifier corresponding to the found skill keyword is determined as the target agent.

Optionally, the service information includes evaluation information of each agent, and the evaluation information of each agent includes at least one of satisfaction degree of each agent, total number of times of reply content of each agent, and total number of times of reply content of each agent. The processor 802 is specifically configured to calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the agent with the optimal routing weight is the target agent.

FIG. 9 is a schematic diagram of a call center system, including an agent selection entity 901 and a call control entity 902. The agent selection entity 901 is configured to receive service information sent by a social platform gateway, where the service is provided. The information is generated by the social platform gateway according to the service provided by the agent of the call center for the user of the social platform; the call control entity 902 is configured to send an agent query request to the agent selection entity when receiving the call request of the user terminal; The selecting entity 901 is further configured to determine, according to the service information, a target agent for the calling user corresponding to the user terminal in the agent of the call center, and return the identifier of the target agent to the call control entity 902; the call control entity 902 further uses Establishing a voice connection between the target agent and the user terminal according to the identifier of the target agent.

The agent selection entity 901 in this embodiment may be used to implement the implementation of the call routing method corresponding to FIG. 3 and FIG. 4, and the call control entity 902 may be used to implement the implementation of the call routing method corresponding to FIG. 4, and the implementation principle thereof. Similar to the technical effect, it will not be described here.

Finally, it should be noted that the above embodiments are merely illustrative of the technical solutions of the present invention, and are not intended to be limiting; although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art will understand that The technical solutions described in the foregoing embodiments may be modified, or some or all of the technical features may be equivalently replaced; and the modifications or substitutions do not deviate from the technical solutions of the embodiments of the present invention. range.

Claims

A call routing method, characterized in that the call center comprises an agent selection entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and provides the user of the social platform through the social platform gateway Service, the method includes:

The social platform gateway generates service information according to a service provided by a user of the call center for a user of the social platform;

The social platform gateway sends the service information to the agent selection entity, so that the agent selection entity determines a target agent for a user terminal calling the call center in an agent of the call center according to the service information.
The method according to claim 1, wherein the service information comprises a user identifier of a user requesting a service on the social platform and an identifier of an agent providing a service to a user requesting the service, so that the agent selects When the user terminal corresponding to the user identifier calls the call center, the entity determines the agent serving the user on the social platform as the target agent according to the service information.
The method according to claim 2, wherein the service information further comprises service additional information, the service additional information comprising at least one of the following: a time when the service is requested, and a user requesting the service to provide the service Evaluation information of the reply content of the agent, and evaluation information of the reply content of the agent providing the service by other users of the social platform, so that when the agent selection entity has a plurality of agents serving the user, The target agent is determined based on the service additional information.
The method of claim 1 wherein

The social platform gateway generates the service information according to the service provided by the agent of the call center for the user of the social platform, and specifically includes: the social platform gateway collects the words with more occurrences in the reply content of each agent as the corresponding agent. The skill keyword generated, the generated service information includes the identifier of each agent and the skill keyword corresponding to each agent.
The method of claim 1 wherein

The social platform gateway generates service information according to the service provided by the agent of the call center for the user of the social platform, and specifically includes: the social platform gateway statistics the reply content when the user of the social platform provides services for each agent The evaluation information of each seat is used to determine the evaluation information of each seat, and the evaluation information of each seat includes the satisfaction degree of each seat, the total number of times of reply of each seat, At least one of the total number of collections of the reply contents of each agent, the generated service information includes evaluation information of the respective agents.
A call routing method, characterized in that the call center comprises an agent selection entity, a call control entity and a plurality of agents, wherein the agent of the call center logs into the social platform through the social platform gateway and uses the social platform gateway to The user of the platform provides services, and the methods include:

The agent selection entity receives the service information sent by the social platform gateway, and the service information is generated by the social platform gateway according to the service provided by the agent of the call center for the user of the social platform;

The agent selection entity receives an agent query request sent by the call control entity when receiving a call request of the user terminal;

Determining, by the agent selection entity, the target agent for the calling user corresponding to the user terminal in the agent of the call center according to the service information, and returning the identifier of the target agent to the call control entity, so that the call The controlling entity establishes a voice connection between the target agent and the user terminal.
The method according to claim 6, wherein the service information comprises a user identifier of a user requesting a service on the social platform and an agent identifier of an agent providing a service to a user requesting the service;

Determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information specifically includes:

The agent selection entity obtains the terminal identifier of the user terminal from the agent query request, and searches for the terminal identifier of the user terminal according to the terminal identifier of the user terminal in a correspondence between the pre-recorded terminal identifier and the user identifier. The corresponding user identifier searches for the corresponding agent identifier in the service information according to the found user identifier, and determines the agent identified by the found agent identifier as the target agent.
The method according to claim 7, wherein the service information further comprises service additional information, the service additional information comprising at least one of the following: a time when the service is requested, and a user requesting the service for providing the service Evaluation information of the reply content of the agent, evaluation information of the reply content of the other user of the social platform to the agent providing the service;

When the found agent identifiers are multiple, the first agent that meets the preset condition among the found agents is determined as the target agent according to the service additional information, and the preset condition is as follows One or any combination of:

Providing, by the first agent, the newly requested service for the calling user on the social platform;

In a reply content when a plurality of agents provide services to the calling user, the calling user has the highest evaluation of the reply content of the first agent;

In the reply content when a plurality of agents provide services to the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.
The method according to claim 6, wherein the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is a number of occurrences of the reply content of each agent. word;

The agent query request includes a demand keyword specified by the calling user;

Determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information specifically includes:

The agent selection entity searches for the skill keyword matching the demand keyword in the service information according to the demand keyword, and determines the agent identified by the agent identifier corresponding to the found skill keyword as the Target seat.
The method according to claim 6, wherein the service information includes evaluation information of each agent, and the evaluation information of each agent includes satisfaction of each agent, total number of times of reply of each agent, and each seat At least one of the total number of collections of the reply content;

Determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information specifically includes:

The agent selection entity calculates a routing weight of each agent according to the evaluation information of each agent;

The agent selection entity determines that the agent having the optimal routing weight is the target agent.
A social platform gateway, characterized in that the call center comprises an agent selection entity and a plurality of agents, the agent of the call center logs in to the social platform through the social platform gateway and provides the user of the social platform through the social platform gateway Service, the social platform gateway includes:

a generating module, configured to generate service information according to a service provided by a user of the call center for a user of the social platform;

a sending module, configured to send, to the agent selection entity, the service generated by the generating module And the information, so that the agent selection entity determines, in the agent of the call center, a target agent for calling the user terminal of the call center according to the service information.
The social platform gateway according to claim 11, wherein the service information comprises a user identifier of a user requesting a service on the social platform and an identifier of an agent providing a service to a user requesting the service, so that the When the user terminal corresponding to the user identifier calls the call center, the agent selection entity determines an agent serving the user on the social platform as the target agent according to the service information.
The social platform gateway according to claim 12, wherein the service information further comprises service additional information, the service additional information comprising at least one of the following: a time when the service is requested, and a user to request the service Evaluation information of the reply content of the agent of the service, and evaluation information of the reply content of the agent providing the service by other users of the social platform, so that when the agent selection entity has a plurality of agents serving the user, The target agent is determined based on the service additional information.
A social platform gateway according to claim 11 wherein:

The generating module is specifically configured to count the words that appear frequently in the reply content of each agent as the skill keywords of the corresponding agent, and the generated service information includes the identifiers of the agents and the skill keywords corresponding to the agents.
A social platform gateway according to claim 11 wherein:

The generating module is specifically configured to count the evaluation information of the reply content when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the seats of each agent. At least one of the total number of times of replying the content of the reply and the total number of times of collecting the content of the reply of each of the seats, the generated service information includes evaluation information of the respective agents.
An agent selection entity, wherein the call center where the agent selection entity is located further includes a call control entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and passes the social platform gateway Providing services for users of the social platform, the agent selection entity includes:

a receiving module, configured to receive service information sent by the social platform gateway, where the service information is generated by the social platform gateway according to a service provided by a user of the call center for a user of the social platform, and is further configured to receive An agent query request sent by the call control entity when receiving a call request from the user terminal;

a determining module, configured to determine, in the agent of the call center, a target agent for a call user corresponding to the user terminal according to the service information received by the receiving module;

And a sending module, configured to return, to the call control entity, an identifier of the target agent determined by the determining module, so that the call control entity establishes a voice connection between the target agent and the user terminal.
The agent selection entity according to claim 16, wherein the service information comprises a user identifier of a user requesting a service on the social platform and an agent identifier of an agent providing a service to a user requesting the service;

The determining module is configured to obtain the terminal identifier of the user terminal from the agent query request, and search for the user terminal according to the terminal identifier of the user terminal in a correspondence between the pre-recorded terminal identifier and the user identifier. The user identifier corresponding to the terminal identifier is used to find the corresponding agent identifier in the service information according to the found user identifier, and the agent identified by the found agent identifier is determined as the target agent.
The agent selection entity according to claim 17, wherein the service information further comprises service additional information, the service additional information comprising at least one of the following: a time when the service is requested, and a user to request the service Evaluation information of the reply content of the agent of the service, evaluation information of the reply content of the other user of the social platform to the agent providing the service;

The determining module is further configured to: when the found agent identifiers are multiple, determine, according to the service additional information, the first agent that meets the preset condition among the found agents as the target agent, the preset The condition is one or any combination of the following conditions:

Providing, by the first agent, the newly requested service for the calling user on the social platform;

In a reply content when a plurality of agents provide services to the calling user, the calling user has the highest evaluation of the reply content of the first agent;

In the reply content when a plurality of agents provide services to the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.
The agent selection entity according to claim 16, wherein the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is the number of occurrences in the reply content of each agent. More words;

The agent query request includes a demand keyword specified by the calling user;

The determining module is specifically configured to search for the skill keyword that matches the demand keyword in the service information according to the demand keyword, and determine the agent identified by the agent identifier corresponding to the found skill keyword. For the target agent.
The agent selection entity according to claim 16, wherein the service information includes evaluation information of each agent, and the evaluation information of each agent includes satisfaction of each agent, total number of times of reply of each agent, and At least one of the total number of collections of the reply contents of each agent;

The determining module is configured to: calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the agent with the optimal routing weight is the target agent.
A call center system, comprising: an agent selection entity and a call control entity;

The agent selection entity is configured to receive service information sent by a social platform gateway, where the service information is generated by the social platform gateway according to a service provided by a user of the call center for a user of the social platform;

The call control entity is configured to send an agent query request to the agent selection entity when receiving a call request of the user terminal;

The agent selection entity is further configured to determine, according to the service information, a target agent for a call user corresponding to the user terminal in an agent of the call center, and return an identifier of the target agent to the call control entity;

The call control entity is further configured to establish a voice connection between the target agent and the user terminal according to the identifier of the target agent.