WO2019179045A1

WO2019179045A1 - Method and apparatus for determining customer service agent, computer device, and storage medium

Info

Publication number: WO2019179045A1
Application number: PCT/CN2018/102866
Authority: WO
Inventors: 袁佳
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-03-22
Filing date: 2018-08-29
Publication date: 2019-09-26
Also published as: CN108717589A

Abstract

A method and an apparatus for determining a customer service agent: pre-recording customer information of a customer in a customer service centre database, the customer information comprising contact information, customer policy information corresponding to the contact information and original sales agent information corresponding to the customer policy information (S10); acquiring current contact information used in the current access behaviour of the customer; determining whether there is contact information matching the current contact information in the customer service centre database; if so, then acquiring the customer policy information corresponding to the contact information, and determining the original sales agent information corresponding to the customer policy information (S20); determining whether the original sales agent corresponding to the original sales agent information is still in the post and, if so, then allocating the processing task produced on the basis of the current access behaviour to the original sales agent (S30). By means of allocating the processing task to the original sales agent of the customer policy, as the original sales agent better understands the customer and policy conditions, the method is better targeted, and improves the processing efficiency and the customer experience.

Description

Customer service agent determination method, device, computer equipment and storage medium

This application claims the priority of the Chinese patent application filed on March 22, 2018, the Chinese Patent Office, application number 201810240118.X, the invention name is "customer agent determination method, device, computer equipment and storage medium", all contents thereof This is incorporated herein by reference.

Technical field

The present application relates to the field of customer service processing technology. Specifically, the present application relates to a method and apparatus for determining a customer service agent, and a computer device and a storage medium storing computer readable instructions.

Background technique

The current customer service is usually an ordinary customer service. When the customer actively calls the customer service center to make a phone call, consultation, surrender or complaint, the inventor realizes that it is difficult for the ordinary customer service staff to solve the customer's problem in the first time because of insufficient customer awareness. Lead to customer dissatisfaction, risk escalation, policy surrender, customer complaints. Therefore, you need a customer service processing method that can quickly solve customer problems.

Summary of the invention

The purpose of the present application is to at least solve one of the above technical defects, and in particular, it is difficult to solve the technical defects of the problem raised by the customer in the first time.

A customer service agent determining method, the method comprising the steps of: pre-recording customer customer information into a customer service center database, the customer information including contact information, customer policy information corresponding to the contact information, and corresponding customer policy information The original sales agent information; obtaining current contact information used in the current access behavior of the customer; determining whether the customer service center database has contact information matching the current contact information; if yes, acquiring the location Determining the customer policy information corresponding to the contact information, and determining the corresponding original sales agent information according to the customer policy information; determining whether the original sales agent corresponding to the original sales agent information is employed, and if so, according to the current access behavior The resulting processing task is assigned to the original sales agent.

The application further provides a customer service agent determining device, comprising: a storage module, configured to pre-record customer customer information into a customer service center database, where the customer information includes contact information, customer policy information corresponding to the contact information, and a corresponding office. The original sales agent information of the customer policy information; the search module is configured to obtain current contact information used in the current access behavior of the customer; and determine whether the customer service center database has the current contact information Contact information; if yes, obtaining the customer policy information corresponding to the contact information, and determining the corresponding original sales agent information according to the customer policy information; the determining module is configured to determine the original sales agent corresponding to the original sales agent information Whether it is on the job, and if so, assigning the processing task generated according to the current access behavior to the original sales agent.

The application also provides a computer device comprising a memory and a processor, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the processor to execute a customer service agent Determining a method, wherein the customer service agent determining method comprises the steps of: entering customer information of the customer into a customer service center database in advance, the customer information including contact information, customer policy information corresponding to the contact information, and corresponding customer policy information The original sales agent information; obtaining current contact information used in the current access behavior of the customer; determining whether the customer service center database has contact information matching the current contact information; if yes, acquiring the location Determining the customer policy information corresponding to the contact information, and determining the corresponding original sales agent information according to the customer policy information; determining whether the original sales agent corresponding to the original sales agent information is employed, and if so, according to the current access behavior The resulting processing task is assigned to the original sales agent.

The present application also provides a non-volatile storage medium storing computer readable instructions that, when executed by one or more processors, cause one or more processors to perform a customer service agent determination method The customer service agent determining method includes the following steps: pre-recording customer customer information into a customer service center database, where the customer information includes contact information, customer policy information corresponding to the contact information, and an original corresponding to the customer policy information. Selling agent information; obtaining current contact information used in the current access behavior of the client; determining whether the customer service center database has contact information matching the current contact information; if yes, obtaining the contact information The customer policy information corresponding to the information, and determining the corresponding original sales agent information according to the customer policy information; determining whether the original sales agent corresponding to the original sales agent information is in service, and if so, generating the current access behavior according to the current A processing task is assigned to the original sales agent.

The above-mentioned customer service agent determination method and device, by assigning the customer service processing task to the original sales agent of the customer policy, because the original sales agent knows more about the customer and the policy, the target is better, and the processing efficiency and the customer experience are improved.

DRAWINGS

1 is a schematic flow chart of a method for determining a customer service agent according to an embodiment;

2 is a schematic diagram of a customer service agent determining device module according to an embodiment;

FIG. 3 is a schematic diagram showing the internal structure of a computer device in an embodiment.

detailed description

FIG. 1 is a schematic flow chart of a method for determining a customer service agent according to an embodiment.

The application provides a method for determining a customer service agent, and the method includes the following steps:

Step S10: The customer information of the customer is entered into the customer service center database in advance, and the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information. In this embodiment, the customer information further includes personal information.

Personal information includes personal information such as customer name, birthplace, ID card number, etc. Contact information includes customer phone number, email address, instant messaging number, registered account number and other contact information. The customer policy information includes information about the policy, the type of insurance, the amount of insurance, and so on. The original sales agent information is the agent information for selling the policy, for example, including the employee number, employee name, birthplace, and employment status. A mapping relationship is established between personal information, contact information, customer policy information, and original sales agent information to form an information storage table. Table 1 below is an example:

Table 1

In some embodiments, the customer information further includes alternate docking information. These alternate dockers can be other sales agents in the same team as the original sales agent, or the superior sales leader of the original sales agent. Therefore, the information storage table of the customer service center database also stores the relationship attributes of the original sales agent and these alternate docks, such as superiors, sales colleagues, and the like. Table 2 below is an example:

Table 2

Step S20: Obtain current contact information used in the current access behavior of the client, and determine whether the customer service center database has contact information that matches the current contact information; if yes, obtain the contact information corresponding to the contact information. Customer policy information, and determining corresponding original sales agent information according to the customer policy information.

When the customer contacts the customer service, they can contact by phone, email or instant messaging tool, so the current contact information can be the phone number, email address or instant messaging number. When the customer contacts the customer service, obtain the telephone number used by the customer's incoming call, the email address of the email or the instant messaging number of the instant messaging message, and find the comparison in the customer service center database to find whether the matching customer contact information is stored in the database. . If there is matching customer contact information, the corresponding customer policy information is obtained, and the original sales agent information of the policy is obtained.

However, the customer may have purchased multiple policies. In this case, one of the multiple policies is required to determine one of the policies as a feature policy, and then the processing task is subsequently assigned to the original sales agent of the feature policy.

Therefore, in some embodiments, if the customer policy is more than one, and at least one customer policy information corresponding to the contact information is obtained, the date of the purchase or the contract signing date and the latest customer contact are obtained according to the obtained individual customer policy information. At least one of the time and the insured amount determines the characteristic customer policy information, and the corresponding original sales agent information is determined according to the characteristic customer policy information.

Specifically, the start date or contract signing date of each policy can be obtained, and the latest policy is determined as a feature policy. That is, according to the obtained start date or contract signing date of each customer policy information, the latest customer policy information of the start date or the contract signing date is determined as the characteristic customer policy information. For example, the policy corresponding to the customer has policy A and policy B. If the policy information is found to be insured on December 12, 2016 and the insured date of policy B is February 12, 2017, policy B is For the feature policy, the original sales agent of policy B is selected as the processor of the docking client.

Specifically, the latest customer contact time of each policy can be obtained, and the policy of the most recent customer contact is determined as a feature policy. That is, the latest customer policy information of the latest customer contact time is determined as the characteristic customer policy information based on the latest customer contact time of each customer policy information obtained. For example, the policy corresponding to the customer has policy A and policy B. If the daily maintenance information of the policy is found, the customer can check the policy A for the latest inquiry, consultation, complaint, etc. The contact time is on September 20, 2017, and the policy B is The latest inquiry, consultation, complaints, etc. contact time is on January 10, 2018, and policy B is a feature policy, and the original sales agent of policy B is selected as the processor of the docking client.

Specifically, the insurance amount of each policy can be obtained, and the policy with the largest insurance amount is determined as the characteristic policy. That is, according to the obtained insurance amount of each customer policy information, the customer insurance policy with the largest insurance amount is determined as the characteristic customer policy information. For example, the policy corresponding to the customer has policy A and policy B. If the policy amount of policy A is higher than the policy amount of policy B, then policy A is a characteristic policy, and the original sales agent of policy A is selected as the processor of the docking client.

Of course, in some embodiments, the joint judgment may be made according to at least two parameters of the start date (or contract signing date) T, the customer's latest contact time R, and the insurance amount M. For example, a judgment function F(X) can be set for the policy X as needed, and then the size of the judgment function F(X) is determined by using T, R, and M as the judgment factors, and the policy with the largest F(X) is the characteristic policy, and the original sale is performed. The agent acts as the handler for the docking client. Specifically, F(X)=T×a+R×b+M×c, where a, b, and c are preset weight coefficients.

In some embodiments, in order to better serve the customer, the agent whose origin information matches the customer's place of origin information can be found to serve the customer. Therefore, if the customer policy is more than one, the hometown of the original sales agent of each policy is obtained, and the policy matching the customer's hometown is determined as the feature policy. That is, the home information of the original sales agent corresponding to each policy information is determined according to the obtained individual customer policy information, and the policy information matching the customer hometown information is determined as the customer feature policy information. For example, the customer's native place is Sichuan, the corresponding policy has policy A and policy B, the policy A sales agent's hometown is Hubei, the policy B sales agent's hometown is Sichuan, and the policy B is a characteristic policy, then the policy B sales agent is selected as the docking customer. Processing person. Of course, the match is not necessarily the same place, but it can also be a geographically similar area. For example, the home of the policy A sales agent is Hubei, the hometown of the policy B sales agent is Chongqing, Sichuan is similar to Chongqing, and the policy B is a characteristic policy, and the policy B sales agent is also selected as the processing client of the docking customer.

Step S30: determining whether the original sales agent corresponding to the original sales agent information is in service, and if yes, assigning the original sales agent according to the processing task generated by the current access behavior. If the original sales agent of the policy leaves or relocates, the processing task is assigned to the alternate docker corresponding to the alternate docking information.

However, the original sales agent of the policy may be in a busy state and cannot serve the customer in time. Therefore, in one embodiment, if the original sales agent of the policy is employed, it is determined whether the original sales agent of the policy is currently idle, and if so, the processing task directly allocates the original sales agent of the policy, and if not, the processing task is directly processed. Directly assigned to the alternate dock.

If it is judged that the original sales agent is resigned or transferred, or is in a busy state, and directly assigns the processing task to other alternate dockers in the information storage table, if there are multiple alternate docking persons in the table, the information storage table may be followed. The recorded relationship between the original sales agent and the docking person or the birth information determines which alternate docker is docked. Therefore, in one embodiment, in the process of directly assigning the processing task directly to the alternate docker, if there is more than one alternate docker, the target docker is determined according to any one of the following parameters, and then the processing is performed. Assign tasks to target dockers:

1) The relationship between the original sales agent and the alternate docking person. For example, if the relationship between the original sales agent and the alternate docking person has a superior and a sales colleague, among the superior and the sales colleague, the sales colleague may be preferentially selected for docking.

2) The insurance amount of the policy and the relationship between the original sales agent and the alternate dock. For example, if the insurance amount exceeds a certain threshold, the superior is preferred to dock.

3) The hometown information of the customer and the hometown information of the alternate docker. That is, the alternate docking person whose origin is matched is selected as the processing person of the service client, and will not be described herein.

In some embodiments, if the original sales agent is assigned to other alternate dockers because the original sales agent is busy, the original sales agent may be prompted accordingly, and the assigned alternate docking information is informed to facilitate subsequent communication to co-process the customer. problem.

In one embodiment, if the original sales agent is resigned or transferred and assigned to other alternate dockers, the alternate docking information is stored and the information storage table is updated (see, for example, Table 3), so that the next time When the customer contacts (when the policy is unchanged), the alternate docker is directly assigned to the alternate docker if he is still on the job. Since the alternate docker is already familiar with the customer and the policy, processing efficiency and customer satisfaction can be improved. If the alternate docker also leaves, select another alternate docker and delete the information of the alternate dock in the table to update the information storage table.

table 3

After the processing person (original sales agent or alternate docking person) of the processing task is determined, during the allocation process, the server may send a task message to the processing terminal of the processing person (such as a computer or a mobile phone), and after receiving the task message, the working terminal receives the task message. , automatically access the customer contact channel, or perform corresponding task prompts to the processing person, such as issuing a pop-up reminder to the processing person.

2 is a schematic diagram of a customer service agent determining device module of an embodiment.

Corresponding to the foregoing method for determining a customer service agent, the present application further provides a service agent determination device, including: a storage module 100, a search module 200, and a determination module 300.

The storage module 100 is configured to input customer information of the customer into the customer service center database in advance, where the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information; 200, configured to obtain current contact information used in a current access behavior of the client, and determine whether the customer service center database has contact information that matches the current contact information; if yes, obtain the client corresponding to the contact information. The policy information is determined, and the corresponding original sales agent information is determined according to the customer policy information; the determining module 300 is configured to determine whether the original sales agent corresponding to the original sales agent information is employed, and if so, according to the current access behavior The resulting processing task is assigned to the original sales agent of the policy.

The storage module 100 records the customer information into the customer service center database in advance, and the customer information includes personal information, contact information, customer policy information, and original sales agent information.

Personal information includes personal information such as customer name, birthplace, ID card number, etc. Contact information includes customer phone number, email address, instant messaging number, registered account number and other contact information. The customer policy information includes information about the policy, the type of insurance, the amount of insurance, and so on. The original sales agent information is the agent information for selling the policy, for example, including the employee number, employee name, birthplace, and employment status. A mapping relationship is established between personal information, contact information, customer policy information, and original sales agent information to form an information storage table. Table 4 below is an example:

Table 4

In some embodiments, the customer information further includes alternate docking information. These alternate dockers can be other sales agents in the same team as the original sales agent, or the superior sales leader of the original sales agent. Therefore, the information storage table of the customer service center database also stores the relationship attributes of the original sales agent and these alternate docks, such as superiors, sales colleagues, and the like. Table 5 below is an example:

table 5

The finding module 200 obtains current contact information used in the current access behavior of the client, and determines whether the customer service center database has contact information that matches the current contact information; if yes, obtains the contact information corresponding to the contact information. Customer policy information, and determining corresponding original sales agent information according to the customer policy information.

When the customer contacts the customer service, they can contact by phone, email or instant messaging tool, so the current contact information can be the phone number, email address or instant messaging number. When the customer contacts the customer service, the search module 200 obtains the telephone number used by the customer's incoming call, the email address of the email sent, or the instant messaging number of the instant messaging message, and searches for the comparison in the customer service center database to find whether there is a matching stored in the database. Customer contact information. If there is matching customer contact information, the search module 200 obtains the corresponding customer policy information and obtains the original sales agent information of the policy.

However, the customer may have a situation in which multiple policies are purchased. In this case, the search module 200 is required to determine one of the plurality of policies as a feature policy, and then assign the processing task to the original sales agent of the feature policy. .

Therefore, in some embodiments, if the customer policy is more than one, the search module 200 acquires at least one customer policy information corresponding to the contact information, according to the obtained warranty date or the contract signing date of each policy information, and the latest customer. At least one of the contact time and the insurance amount determines the characteristic customer policy information, and the corresponding original sales agent information is determined according to the characteristic customer policy information.

Specifically, the search module 200 can obtain the start date or the contract signing date of each policy, and determine the latest policy as the feature policy, that is, the start date or contract according to the obtained start date or contract signing date of each customer policy information. The latest customer policy information on the date of signing is determined as the characteristic customer policy information. For example, the policy corresponding to the customer has policy A and policy B. If the policy information is found to be insured on December 12, 2016 and the insured date of policy B is February 12, 2017, policy B is For the feature policy, the original sales agent of policy B is selected as the processor of the docking client.

Specifically, the search module 200 can obtain the latest customer contact time of each policy, and determine the policy of the latest customer contact as the feature policy, that is, the latest customer contact time according to the latest customer contact time of each customer policy information obtained. The information is determined as characteristic customer policy information. For example, the policy corresponding to the customer has policy A and policy B. If the daily maintenance information of the policy is found, the customer can check the policy A for the latest inquiry, consultation, complaint, etc. The contact time is on September 20, 2017, and the policy B is The latest inquiry, consultation, complaints, etc. contact time is on January 10, 2018, and policy B is a feature policy, and the original sales agent of policy B is selected as the processor of the docking client.

Specifically, the search module 200 can obtain the insurance amount of each policy, and determine the policy with the largest insurance amount as the characteristic policy, that is, determine the customer policy information with the largest insurance amount as the characteristic customer policy according to the obtained insurance amount of each customer policy information. information. For example, the policy corresponding to the customer has policy A and policy B. If the policy amount of policy A is higher than the policy amount of policy B, then policy A is a characteristic policy, and the original sales agent of policy A is selected as the processor of the docking client.

Of course, in some embodiments, the lookup module 200 may perform joint determination according to at least two parameters, such as the date of the insured (or the date of contract signing) T, the latest contact time R of the customer, and the insured amount M. For example, a judgment function F(X) can be set for the policy X as needed, and then the size of the judgment function F(X) is determined by using T, R, and M as the judgment factors, and the policy with the largest F(X) is the characteristic policy, and the original sale is performed. The agent acts as the handler for the docking client. Specifically, F(X)=T×a+R×b+M×c, where a, b, and c are preset weight coefficients.

In some embodiments, in order to better serve the customer, the lookup module 200 can look up the agent whose destination information matches the customer's place of origin information to serve the customer. Therefore, if the customer policy is more than one, the search module 200 obtains the hometown of the original sales agent of each policy, and determines the policy that matches the customer's hometown as the feature policy, that is, determines the policy information corresponding to each policy information according to the obtained individual customer policy information. The hometown information of the original sales agent determines the policy information matching the customer's hometown information as the customer feature policy information. For example, the customer's native place is Sichuan, the corresponding policy has policy A and policy B, the policy A sales agent's hometown is Hubei, the policy B sales agent's hometown is Sichuan, and the policy B is a characteristic policy, then the policy B sales agent is selected as the docking customer. Processing person. Of course, the match is not necessarily the same place, but it can also be a geographically similar area. For example, the home of the policy A sales agent is Hubei, the hometown of the policy B sales agent is Chongqing, Sichuan is similar to Chongqing, and the policy B is a characteristic policy, and the policy B sales agent is also selected as the processing client of the docking customer.

The determining module 300 determines whether the original sales agent corresponding to the original sales agent information is employed, and if so, assigns the original sales agent according to the processing task generated by the current access behavior. If the original sales agent of the policy leaves or resigns, the processing task is assigned to the alternate docker corresponding to the alternate docking information.

However, the original sales agent of the policy may be in a busy state and cannot serve the customer in time. Therefore, in one embodiment, if the original sales agent of the policy is employed, the determining module 300 determines whether the original sales agent of the policy is currently idle, and if so, directly assigns the processing task to the original sales agent of the policy, if not directly Assign processing tasks directly to alternate dockers.

If it is determined that the original sales agent is resigned or transferred, or is in a busy state, and directly assigns a processing task to other alternate docks in the information storage table, if there are multiple alternate docking persons in the table, the determining module 300 can follow the information. The relationship between the original sales agent and the docking person recorded in the storage table or the hometown information determines which alternate docker is docked. Therefore, in one embodiment, in the process of directly assigning the processing task directly to the alternate docker, if there is more than one alternate docker, the determining module 300 determines the target docker according to any one of the following parameters. Assign the processing task to the target docker:

In some embodiments, a feedback module can also be included. If the original sales agent is busy and assigned to other alternate dockers, the feedback module can promptly respond to the original sales agent and inform the assigned alternate docking information to facilitate subsequent communication to jointly handle the customer problem.

In one embodiment, if the original sales agent is resigned or transferred and assigned to other alternate dockers, the storage module 100 stores the alternate docking information and updates the information storage table (see, for example, Table 6). The next time the customer contacts (when the policy is unchanged), the alternate docker is directly assigned to the alternate docker if he is still on the job. Since the alternate docker is already familiar with the customer and the policy, processing efficiency and customer satisfaction can be improved. If the alternate docker also leaves, select another alternate docker and delete the information of the alternate dock in the table to update the information storage table.

Table 6

After the processing person (original sales agent or alternate docking person) of the processing task is determined, in the allocation process, the determining module 300 can send a task message to the processing terminal of the processing person (for example, a computer or a mobile phone), and the working terminal receives the task. After the message, the customer access channel is automatically accessed, or the corresponding task prompt is given to the processing person, for example, a pop-up reminder is sent to the processing person.

The application also provides a computer device comprising a memory and a processor, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the processor to perform any of the above The steps of the customer service agent determination method described in the embodiment. The computer device can be a computer device or group of devices in the form of a server.

FIG. 3 is a schematic diagram showing the internal structure of a computer device in an embodiment. As shown in FIG. 1, the computer device includes a processor, a non-volatile storage medium, a memory, and a network interface connected by a system bus. The non-volatile storage medium of the computer device stores an operating system, a database, and computer readable instructions. The database may store a sequence of control information. When the computer readable instructions are executed by the processor, the processor may implement a processor. The customer service agent determining method, the processor can implement the functions of the searching module and the determining module in the customer agent determining device in the embodiment shown in FIG. 2, and the non-volatile storage medium and the memory can realize the embodiment in the embodiment shown in FIG. The customer service agent determines the function of the storage module in the device. The processor of the computer device is used to provide computing and control capabilities to support the operation of the entire computer device. Computer readable instructions may be stored in the memory of the computer device, the computer readable instructions being executable by the processor to cause the processor to perform a method of determining a customer service agent. The network interface of the computer device is used to communicate with the terminal connection. It will be understood by those skilled in the art that the structure shown in FIG. 3 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation of the computer device to which the solution of the present application is applied. The specific computer device may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.

The application further provides a storage medium storing computer readable instructions, which when executed by one or more processors, cause one or more processors to execute the customer service agent of any of the above embodiments Determine the steps of the method.

The customer service agent determining method and device described above, the customer information of the customer is entered into the customer service center database in advance, and the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information. Obtaining current contact information used in the current access behavior of the client; determining whether the customer service center database has contact information matching the current contact information; if yes, acquiring the contact information Customer policy information, and determining corresponding original sales agent information according to the customer policy information; determining whether the original sales agent corresponding to the original sales agent information is in service, and if yes, assigning processing tasks generated according to the current access behavior Give the original sales agent. By assigning the customer service processing task to the original sales agent of the customer policy, the original sales agent is more aware of the customer and the policy, so the targeting is better, and the processing efficiency and the customer experience are improved.

A person skilled in the art can understand that all or part of the process of implementing the above embodiment method can be completed by a computer program to instruct related hardware, and the computer program can be stored in a computer readable storage medium. When executed, the flow of an embodiment of the methods as described above may be included. The storage medium may be a non-volatile storage medium such as a magnetic disk, an optical disk, a read-only memory (ROM), or a random access memory (RAM).

Claims

A customer service agent determining method, the method comprising the following steps:

The customer information of the customer is entered into the customer service center database in advance, and the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information;

Obtaining current contact information used in the current access behavior of the client;

Determining whether the customer service center database has contact information that matches the current contact information;

If yes, obtaining customer policy information corresponding to the contact information, and determining corresponding original sales agent information according to the customer policy information;

Determining whether the original sales agent corresponding to the original sales agent information is employed, and if so, assigning the processing task generated according to the current access behavior to the original sales agent.
The customer service agent determining method according to claim 1, wherein the contact information corresponds to at least one customer policy information, the customer policy information corresponding to the contact information is obtained, and corresponding original sales agent information is determined according to the customer policy information. include:

Obtaining at least one customer policy information corresponding to the contact information;

Determining characteristic customer policy information according to at least one of the insured date or contract signing date, recent customer contact time, and insurance amount of each customer policy information obtained;

Corresponding original sales agent information is determined according to the characteristic customer policy information.
The customer service agent determining method according to claim 2, wherein the determining the characteristic customer policy information according to at least one of a start date or a contract signing date, a recent customer contact time, and an insurance amount of each acquired customer policy information comprises:

According to the obtained start date or contract signing date of each customer policy information, the latest customer policy information of the start date or the contract signing date is determined as the characteristic customer policy information.
The customer service agent determining method according to claim 2, wherein the determining the characteristic customer policy information according to at least one of a start date or a contract signing date, a recent customer contact time, and an insurance amount of each acquired customer policy information includes: Obtain the latest customer contact time of each customer policy information, and determine the latest customer policy information of the latest customer contact time as the characteristic customer policy information; or, according to the obtained insurance amount of each customer policy information, the customer insurance information with the largest insurance amount Determined as characteristic customer policy information.
The customer service agent determining method according to claim 1, wherein the customer information further includes customer origin information, the contact information corresponding to at least one customer policy information, the obtaining customer policy information corresponding to the contact information, and according to the The customer policy information determines the corresponding original sales agent information including:

Obtaining at least one customer policy information corresponding to the contact information;

The home information of the original sales agent corresponding to each policy information is determined according to the obtained individual customer policy information, and the policy information matching the customer hometown information is determined as the customer feature policy information.
The customer service agent determining method according to claim 1, wherein the customer information further includes an alternate docking person information, and determining whether the original sales agent corresponding to the original sales agent information is employed, and if the original sales agent of the policy is resigned or transferred, And the processing task is allocated to the alternate docker corresponding to the alternate docking information.
The customer service agent determining method according to claim 6, determining whether the original sales agent corresponding to the original sales agent information is employed, and if the original sales agent is in service, determining whether the original sales agent is currently idle, and if so, The processing task is allocated to the original sales agent, and if the processing task is not assigned to the alternate docking person corresponding to the alternate docking information.
A customer service agent determining device, comprising:

a storage module, configured to pre-record customer information of the customer into a customer service center database, where the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information;

a search module, configured to obtain current contact information used in the current access behavior of the client; determine whether the customer service center database has contact information that matches the current contact information; if yes, obtain the The customer policy information corresponding to the contact information, and determining the corresponding original sales agent information according to the customer policy information;

The determining module is configured to determine whether the original sales agent corresponding to the original sales agent information is employed, and if yes, assign the processing task generated according to the current access behavior to the original sales agent.
A computer apparatus comprising a memory and a processor, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the processor to perform a method of determining a customer service agent, wherein The customer service agent determination method includes the following steps:

The customer information of the customer is entered into the customer service center database in advance, and the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information;

Obtaining current contact information used in the current access behavior of the client;

Determining whether the customer service center database has contact information that matches the current contact information;

If yes, obtaining customer policy information corresponding to the contact information, and determining corresponding original sales agent information according to the customer policy information;

Determining whether the original sales agent corresponding to the original sales agent information is employed, and if so, assigning the processing task generated according to the current access behavior to the original sales agent.
The computer device according to claim 9, wherein the contact information corresponds to at least one customer policy information, the obtaining the customer policy information corresponding to the contact information, and determining the corresponding original sales agent information according to the customer policy information comprises:

Obtaining at least one customer policy information corresponding to the contact information;

Determining characteristic customer policy information according to at least one of the insured date or contract signing date, recent customer contact time, and insurance amount of each customer policy information obtained;

Corresponding original sales agent information is determined according to the characteristic customer policy information.
The computer device according to claim 10, wherein the determining the characteristic customer policy information according to at least one of a start date or a contract signing date, a recent customer contact time, and an insurance amount of each of the acquired customer policy information comprises:

According to the obtained start date or contract signing date of each customer policy information, the latest customer policy information of the start date or the contract signing date is determined as the characteristic customer policy information.
The computer device according to claim 10, wherein the determining the characteristic customer policy information according to at least one of a start date or a contract signing date, a recent customer contact time, and an insurance amount of each of the acquired customer policy information comprises:

According to the latest customer contact time of each customer policy information obtained, the latest customer policy information of the latest customer contact time is determined as the characteristic customer policy information; or, according to the obtained insurance amount of each customer policy information, the customer insurance policy with the largest insurance amount is obtained. The information is determined as characteristic customer policy information.
The computer device according to claim 9, wherein the customer information further includes customer origin information, the contact information corresponding to at least one customer policy information, the obtaining customer policy information corresponding to the contact information, and according to the customer policy The information determines the corresponding original sales agent information including:

Obtaining at least one customer policy information corresponding to the contact information;

The home information of the original sales agent corresponding to each policy information is determined according to the obtained individual customer policy information, and the policy information matching the customer hometown information is determined as the customer feature policy information.
A non-volatile storage medium storing computer readable instructions, when executed by one or more processors, causing one or more processors to perform a customer agent determination method, wherein The customer service agent determines the following steps:

The customer information of the customer is entered into the customer service center database in advance, and the customer information includes contact information, customer policy information corresponding to the contact information, and original sales agent information corresponding to the customer policy information;

Obtaining current contact information used in the current access behavior of the client;

Determining whether the customer service center database has contact information that matches the current contact information;

If yes, obtaining customer policy information corresponding to the contact information, and determining corresponding original sales agent information according to the customer policy information;

Determining whether the original sales agent corresponding to the original sales agent information is employed, and if so, assigning the processing task generated according to the current access behavior to the original sales agent.
The non-volatile storage medium storing computer readable instructions according to claim 14, wherein the contact information corresponds to at least one customer policy information, the customer policy information corresponding to the contact information is obtained, and according to the customer The policy information determines the corresponding original sales agent information including:

Obtaining at least one customer policy information corresponding to the contact information;

Determining characteristic customer policy information according to at least one of the insured date or contract signing date, recent customer contact time, and insurance amount of each customer policy information obtained;

Corresponding original sales agent information is determined according to the characteristic customer policy information.
A non-volatile storage medium storing computer readable instructions according to claim 15, wherein said at least one of a start date or a contract signing date, a recent customer contact time, and an insurance amount of each of the acquired customer policy information Item Determination Features Customer policy information includes:

According to the obtained start date or contract signing date of each customer policy information, the latest customer policy information of the start date or the contract signing date is determined as the characteristic customer policy information.
A non-volatile storage medium storing computer readable instructions according to claim 15, wherein said at least one of a start date or a contract signing date, a recent customer contact time, and an insurance amount of each of the acquired customer policy information Item Determination Features Customer policy information includes:

According to the latest customer contact time of each customer policy information obtained, the latest customer policy information of the latest customer contact time is determined as the characteristic customer policy information; or, according to the obtained insurance amount of each customer policy information, the customer insurance policy with the largest insurance amount is obtained. The information is determined as characteristic customer policy information.
The non-volatile storage medium storing computer readable instructions according to claim 14, wherein the customer information further comprises customer origin information, the contact information corresponds to at least one customer policy information, and the obtaining the contact information corresponds to The customer policy information, and determining the corresponding original sales agent information according to the customer policy information includes:

Obtaining at least one customer policy information corresponding to the contact information;

The home information of the original sales agent corresponding to each policy information is determined according to the obtained individual customer policy information, and the policy information matching the customer hometown information is determined as the customer feature policy information.
The non-volatile storage medium storing computer readable instructions according to claim 14, wherein the customer information further comprises alternate docking information, and determining whether the original sales agent corresponding to the original sales agent information is in service, if the policy If the original sales agent leaves or relocates, the processing task is assigned to the alternate docker corresponding to the alternate docking information.
The non-volatile storage medium storing computer readable instructions according to claim 19, determining whether the original sales agent corresponding to the original sales agent information is employed, and if the original sales agent is employed, determining the original sales Whether the agent is currently idle, if yes, assigning the processing task to the original sales agent, and if not, assigning the processing task to the alternate docking person corresponding to the alternate docking information.