CN101515970A - Search engine-based customer call center system - Google Patents
Search engine-based customer call center system Download PDFInfo
- Publication number
- CN101515970A CN101515970A CNA2008100083282A CN200810008328A CN101515970A CN 101515970 A CN101515970 A CN 101515970A CN A2008100083282 A CNA2008100083282 A CN A2008100083282A CN 200810008328 A CN200810008328 A CN 200810008328A CN 101515970 A CN101515970 A CN 101515970A
- Authority
- CN
- China
- Prior art keywords
- search engine
- information
- module
- database
- user
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Abstract
The invention discloses a search engine-based customer call center system. The search engine-based customer call center system comprises a database, a search engine module and a seat interface module. The database is used for storing various information; the search engine module is used for establishing indexes of the information stored in the database, creating an index library based on the indexes, retrieving in the index library according to an inquiry request from the seat interface module, and returning an retrieval result to the seat interface module; and the seat interface module is used for providing the inquiry request for the search engine module and reporting the retrieval result to a customer. The search engine-based customer call center system provides a plurality of retrieval functions.
Description
Technical field
The present invention relates to search engine and customer call centring system field, more specifically, relate to and utilize search engine to carry out the system of information retrieval and service in a kind of customer call in the heart.
Background technology
Customer call centring system (CCC, Customer CALL Center) is a kind of customer service system of utilizing the telematic call center technology to set up.Customer service newspaper system is a kind of customer call centring system that the number inquiry service is provided to the user that is exclusively used in.The user is by the unified access code of call, and after calling entered system, speech guide system can navigate for the user, and user's branch is tasked customer's man/woman person.The customer service personnel are by the mode of telephone talk, collect unit or personal information that the user will inquire about, inquire about by the system queries interface, and the number that returns or other information are reported to the user by the mode of artificial newspaper number or automatic number reporting (system's newspaper number).
Present customer service newspaper system such as telecommunications 114, mobile yellow pages is only supported number just looking into number is counter and is looked into service.Number is just being looked into and is being meant that the user says individual or organization, and customer service personnel are converted to alpha code with title by the coding rule of prior agreement, utilizes noun to be coded in system and finds this unit information, and report telephone number.Counter the looking into of number is meant that the user says a complete or incomplete telephone number, and customer service personnel retrieve unit information that should number according to telephone number, and report organization or address.
Mainly there is following problem in present customer service newspaper system:
The coding work amount is big, and the coded system that individual or organization must be in accordance with regulations is converted to English (or phonetic) word string with the Chinese character noun and preserves.Therefore in individual and the unit information storehouse in every record noun all need to encode, the coding work amount is big.
The contact staff need remember a Chinese word coding.Different encoding schemes, the workload difference of contact staff's memory coding, but all need the contact staff to carry out special memory.
The inquired about field that provides is few, can only navigate to individual and unit information according to number and name word information at present.Can not be according to other information, as the address, industry, information such as description position.
But query function is few.Can only carry out the number information inquiry.
Therefore, need a kind of solution of the customer call centring system based on search engine, can solve the problem in the above-mentioned correlation technique.
Summary of the invention
Main idea of the present invention is providing a kind of customer call centring system based on search engine technique.Utilize search engine technique, realize the location of retrieval quickly and easily multiple information source.Utilize search engine, can not only retrieve the number storehouse, can also retrieve other information bank, as public traffic information, Flight Information, Business Information etc. can provide abundant general information search function for the user.Utilize search engine, can realize the full word segment information retrieval of information bank,, can not only can also as the address, describe trade information etc. by all information field inquiries of unit by number and noun inquiry such as for the number storehouse.
Because the high speed development of communications industry and service industry, traditional newspaper system that single content and only field inquiry are provided more and more can not satisfy the demand, and customer service system need provide more and more multiple inquiry service.The designed customer call centring system based on search engine technique of the present invention can be finished the identical inquiry mode inquiry to multiple information bank, inquiry to all information fields, and need not to increase customer service personnel's burden, only need to use common language form, the location that just can finish information as Chinese or number.
According to the present invention, a kind of customer call centring system based on search engine is provided, comprising: database is used for storing various information; Search engine module is used for the information that is stored in database is set up index, and based on the index creation index database, and according to retrieving in index database from the query requests of seat interface module, and result for retrieval is returned to the seat interface module; And the interface module of attending a banquet, be used for providing query requests, and report result for retrieval to the user to search engine module.
Search engine module utilizes the full word segment information that database is retrieved.
Database comprises: unit number address information storehouse, various life informations storehouse, public information storehouse, commercial message bank.
The interface module of attending a banquet also is used for user session is controlled.
The interface module of attending a banquet is reported mode by manual type or system voice and is reported result for retrieval to the user.
A kind of customer call centring system based on search engine technique of utilizing the present invention to realize has following main beneficial effect:
1) various information are not needed special coding, search engine is set up the internal system index database to the information content in the database automatically;
2) the customer service personnel do not need to remember various types of codings, and according to the mode near natural language, the input keyword just can be inquired about positioning service information, so the accuracy of service, and convenience improves, and the service corresponding speed also improves greatly;
3) provide the inquiry of full word segment information.To the information on services content, the customer service personnel can utilize search engine to search for information in all fields, choose the record of coupling, return this information; And
4) provide multiple service search function, except unit number address search, can provide various life information retrievals, public information retrieval, business information retrieval etc., for multiple service search function, the customer service personnel can adopt mode unified, the input keyword to retrieve, and need not the extra work amount, for multiple service search function, search engine can both adopt the index database mode to insert, and can not increase system complexity.
Other features and advantages of the present invention will be set forth in the following description, and, partly from specification, become apparent, perhaps understand by implementing the present invention.Purpose of the present invention and other advantages can realize and obtain by specifically noted structure in the specification of being write, claims and accompanying drawing.
Description of drawings
Accompanying drawing described herein is used to provide further understanding of the present invention, constitutes the application's a part, and illustrative examples of the present invention and explanation thereof are used to explain the present invention, do not constitute improper qualification of the present invention.In the accompanying drawings:
Fig. 1 shows the block diagram based on the customer call centring system of search engine according to the embodiment of the invention; And
Fig. 2 shows the flow chart according to the user inquiring of the embodiment of the invention.
Embodiment
Describe embodiments of the invention in detail below in conjunction with accompanying drawing.
Fig. 1 shows the block diagram based on the customer call centring system of search engine according to the embodiment of the invention.With reference to Fig. 1, comprise according to the customer call centring system 100 based on search engine of the embodiment of the invention: database 102 is used for storing various information; Search engine module 104 is used for the information that is stored in database is set up index, and based on the index creation index database, and according to retrieving in index database from the query requests of seat interface module, and result for retrieval is returned to the seat interface module; And the interface module 106 of attending a banquet, be used for providing query requests, and report result for retrieval to the user to search engine module.
Search engine module 104 utilizes the full word segment information that database is retrieved.
The interface module of attending a banquet 106 also is used for user session is controlled.
The interface module of attending a banquet 106 is reported mode by manual type or system voice and is reported result for retrieval to the user.
In this embodiment, customer call centring system 100 based on search engine also comprises: communication queue machine 108, be used to insert customer call, and when the user changes manual position, the control module of attending a banquet from the call center obtains available agent phone, and makes a call to the available described phone of attending a banquet; Interactive voice responder module 110 is used for after described customer call inserts described communication queue machine, loads and operation alternate acknowledge flow process, realizes described user's voice navigation; The described call center control module 112 of attending a banquet is used for when described user changes operator attendance, distributes available described agent phone according to the state of described user's requested service and customer service personnel technical ability and agent phone to described communication queue machine; And the described phone 114 of attending a banquet, be used for attending a banquet after control module distributes to it in described communication queue machine in described call center, insert described communication queue machine, make customer service personnel and described user carry out speech exchange.
Referring again to Fig. 1 and with reference to Fig. 2 an alternative embodiment of the invention is described below.
As shown in Figure 1, in the present embodiment, communication queue machine 108 is used to insert telephone network call, realizes the signaling process and the voice speech channel processing of telephone network and intelligent network.The communication queue machine can be that the switch of traditional approach also can be the SoftSwitch of broadband networks.Outside telephone terminal adopts the mode incoming call queue machine of calling intelligent net Number for access by telephone network.Agent phone 114 is directly connected to queue machine by the subscribers feeder mode.IVR module (interactive voice responder module) is connected to queue machine 108 by the trunk line mode.Queue machine 108 can also be mutual by the intelligent network signaling of IP network realization and CTI (call center's seat control module).Under the signaling control of CTI module signaling and IVR module flow process, queue machine can be finished continuing mutually between user session, IVR module, agent phone.
CTI module 112 is mutual by intelligent network signaling and queue machine.CTI module 112 has write down all seat interface module and the state information of agent phone, and customer service personnel's technical ability information when the customer service personnel sign in to seat or withdraw from seat, all can be notified CTI module 112, the modification state.When IVR module 110 applies for that suitable seat module and agent phone are served for the user, CTI module 112 is according to above-mentioned state information, find out suitable agent phone and attendant, and with telephone number informed queuing machine 108, queue machine 108 can make a call to this agent phone, and the connection user session, after the connection, the customer service personnel can exchange with the user by agent phone.
Seat interface module 106 is interface module that customer's man/woman employee does to use.Mainly finish login, withdraw from, speech path control is reported content to the user, playback, and recording, function such as collect the digits.Above-mentioned functions seat interface module all can be initiated request to CTI module 112, is carried out status modifier or is carried out the intelligent network function by CTI module 112.Another critical function of seat interface module 106 is exactly the information inquiry service function.The customer service personnel collect the user inquiring solicited message by dialogue or number receiving mode, and search engine module 104 is submitted at the input inquiry interface, and wait search engine module 104 is returned Query Result.The mode that the customer service personnel select suitable result to adopt manual type or system voice to report reports the result to the user.
Search engine module 104 is finished generation, the maintenance of index, finishes the retrieval of information.Search engine module generates index information according to the record of the information in the information table in the database, and index information is kept in the index database of search engine module.When the information record changed in the database, search engine module was upgraded index information corresponding in the index database.The seat interface is after search engine module is submitted query requests to, and 104 pairs of query requests strings of search engine module are handled, and the line retrieval of going forward side by side returns result for retrieval, the result is carried out processing such as highlighted ordering.
Below with reference to Fig. 2, calling with a telephone terminal user enters, change the manual position service, request cargo tracer bit address, after the seat attendant inquires about, the flow process of the user being reported according to Query Result is an example, describes the implementation method of present embodiment in detail, and this method may further comprise the steps:
Step S202, the customer service personnel login the seat interface module, and login seat interface is simultaneously to CTI module Login Register;
Step S204, user are by the call intelligent network business, and speech channel is routed to the communication queue machine;
Step S206, the communication queue machine inserts the IVR module with speech channel, and notice IVR module, and IVR module voice flow is activated;
Step S208, the IVR module is carried out the playback navigation that collects the digits to the user.The IVR module is play voice menu, and the user can select COS by key mode;
Step S210, the user selects to change manual service by button;
Step S212, IVR module informed queuing machine need change manual service;
Step S214, queue machine sends intelligent network signaling to CTI, asks suitable agent phone;
Step S216, CTI is according to current all seats and agent phone state, and customer service personnel's technical ability, finds out that technical ability is fit to, idle customer service personnel, and the agent phone number of correspondence is returned to queue machine;
Step S218, queue machine makes a call to this agent phone, the agent phone ring;
Step S220, the customer service personnel connect phone, and switch links user session and seat speech channel, and the user can talk with seat customer service personnel;
Step S222, queue machine can be with the state notifying CTI of phone on, and CTI is changed to " service " state with the seat interface of this agent phone correspondence and attendant's state, and the seat that is in " service " state no longer inserts other customer calls;
Step S224, the customer service personnel collect the user needs information inquiring, inserts the seat interface module, begins search;
Step S226, search engine module is returned Search Results;
Step S228, customer service personnel select appropriate information again in Search Results, directly read to report to user or Request System;
Step S230 is after the CTI module is received the seat request, by the playback of signaling method informed queuing machine;
Step S232, the playback of queue machine notice IVR module; And
Step S234, the IVR module can be passed through TTS (Text to Sound, Text To Speech) mode and generate the audio files for the treatment of report information correspondence, and play to the user.
The present invention has following main beneficial effect:
1) various information are not needed special coding, search engine is set up the internal system index database to the information content in the database automatically;
2) the customer service personnel do not need to remember various types of codings, and according to the mode near natural language, the input keyword just can be inquired about positioning service information, so the accuracy of service, and convenience improves, and the service corresponding speed also improves greatly;
3) provide the inquiry of full word segment information.To the information on services content, the customer service personnel can utilize search engine to search for information in all fields, choose the record of coupling, return this information; And
4) provide multiple service search function, except unit number address search, can provide various life information retrievals, public information retrieval, business information retrieval etc., for multiple service search function, the customer service personnel can adopt mode unified, the input keyword to retrieve, and need not the extra work amount, for multiple service search function, search engine can both adopt the index database mode to insert, and can not increase system complexity.
The above is the preferred embodiments of the present invention only, is not limited to the present invention, and for a person skilled in the art, the present invention can have various changes and variation.Within the spirit and principles in the present invention all, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (5)
1. the customer call centring system based on search engine is characterized in that, comprising: database is used for storing various information;
Search engine module, be used for the information that is stored in described database is set up index, and based on described index creation index database, and retrieve in described index database according to the query requests from the seat interface module, and result for retrieval is returned to described seat interface module; And
The described interface module of attending a banquet is used for providing described query requests to described search engine module, and reports described result for retrieval to the user.
2. system according to claim 1 is characterized in that, described search engine module utilizes the full word segment information that described database is retrieved.
3. system according to claim 2 is characterized in that, described database comprises: unit number address information storehouse, various life informations storehouse, public information storehouse, commercial message bank.
4. system according to claim 3 is characterized in that, the described interface module of attending a banquet also is used for user session is controlled.
5. system according to claim 4 is characterized in that, the described interface module of attending a banquet is reported mode by manual type or system voice and reported described result for retrieval to described user.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008100083282A CN101515970A (en) | 2008-02-22 | 2008-02-22 | Search engine-based customer call center system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008100083282A CN101515970A (en) | 2008-02-22 | 2008-02-22 | Search engine-based customer call center system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN101515970A true CN101515970A (en) | 2009-08-26 |
Family
ID=41040257
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNA2008100083282A Pending CN101515970A (en) | 2008-02-22 | 2008-02-22 | Search engine-based customer call center system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN101515970A (en) |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102868836A (en) * | 2012-09-17 | 2013-01-09 | 北京讯鸟软件有限公司 | Real person talk skill system for call center and realization method thereof |
| CN103795877A (en) * | 2012-10-29 | 2014-05-14 | 殷程 | Intelligent voice |
| CN103810211A (en) * | 2012-11-15 | 2014-05-21 | 殷程 | Intelligent voice knowledge base |
| CN108776898A (en) * | 2018-05-17 | 2018-11-09 | 城家网络科技有限公司 | A kind of call platform data processing method and device |
-
2008
- 2008-02-22 CN CNA2008100083282A patent/CN101515970A/en active Pending
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102868836A (en) * | 2012-09-17 | 2013-01-09 | 北京讯鸟软件有限公司 | Real person talk skill system for call center and realization method thereof |
| CN102868836B (en) * | 2012-09-17 | 2015-08-05 | 北京讯鸟软件有限公司 | For real person talk skill system and its implementation of call center |
| CN103795877A (en) * | 2012-10-29 | 2014-05-14 | 殷程 | Intelligent voice |
| CN103810211A (en) * | 2012-11-15 | 2014-05-21 | 殷程 | Intelligent voice knowledge base |
| CN108776898A (en) * | 2018-05-17 | 2018-11-09 | 城家网络科技有限公司 | A kind of call platform data processing method and device |
| CN108776898B (en) * | 2018-05-17 | 2022-03-29 | 一城一家网络科技有限公司 | Call platform data processing method and device |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN101079928A (en) | Customer call center system | |
| US5940476A (en) | System and method for identifying an unidentified caller | |
| KR100275522B1 (en) | Method for providing of personal information to call center using intelligent network | |
| US6510414B1 (en) | Speech recognition assisted data entry system and method | |
| CN101404697B (en) | Calling center system and calling method for providing integrated information service | |
| US6535596B1 (en) | Call processing system utilizing subscriber services and preferences | |
| US7286990B1 (en) | Universal interface for voice activated access to multiple information providers | |
| CN100525337C (en) | Communication assistance system and method | |
| US7643627B2 (en) | Methods, systems and storage mediums for providing a self-provisioning telephony service | |
| CN100484166C (en) | System and a method for connecting telephone calls directly on the basis of a text query | |
| WO2002046889A2 (en) | Family tree website architecture | |
| US20060270405A1 (en) | Method and system for database content security in directory assistance & information services systems | |
| CN102300007A (en) | Flattening menu system for call center based on voice identification | |
| US20080101581A1 (en) | Methods and apparatus to provide contact management with directory assistance | |
| CN101515970A (en) | Search engine-based customer call center system | |
| US20040193603A1 (en) | Technique for effectively searching for information in response to requests in information assistance service | |
| CA2340495A1 (en) | Computer-implemented voice application indexing web site | |
| CN1180597C (en) | Short speech message system in communication | |
| CA2422532A1 (en) | Technique for effectively controlling communication links to an information assistance service | |
| US20060093103A1 (en) | Technique for generating and accessing organized information through an information assistance service | |
| JP2003511989A (en) | Voice activated telephone connection method and corresponding voice server | |
| CN1627780A (en) | Virtual method for realizing calling center | |
| CN101170609B (en) | A seal personalized work number reporting system and method | |
| KR100313917B1 (en) | Recording system in exchange | |
| CN101198081A (en) | Access service providing method for wide area central control call center |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C12 | Rejection of a patent application after its publication | ||
| RJ01 | Rejection of invention patent application after publication |
Open date: 20090826 |