CN102739616A - Interactive voice service system and realization method thereof - Google Patents
Interactive voice service system and realization method thereof Download PDFInfo
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- CN102739616A CN102739616A CN2011100928539A CN201110092853A CN102739616A CN 102739616 A CN102739616 A CN 102739616A CN 2011100928539 A CN2011100928539 A CN 2011100928539A CN 201110092853 A CN201110092853 A CN 201110092853A CN 102739616 A CN102739616 A CN 102739616A
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Abstract
The invention discloses an interactive voice service system and a realization method thereof. The voice service system includes a voice server. Besides, the voice server comprises: a call back module, which is used for tracking a user requiring secondary service appealing or multi-time service appealing; and a caller processing module, which is used for carrying out access permission arrangement on users with malicious nuisance and carrying out personalized service distribution on special users. In addition, the realization method comprises the following steps that: after the voice server receives a user request, the called processing module is started; if it is determined that the user is not on a blocking list, called distribution data information is invoked; if the user is in a called distribution database, the user directly queues up for a voice service at a working interface of an exclusive customer service worker; and after the voice service is completed, the customer service worker updates a call back list according to a question feedbacked by the user. According to the invention, whether calling of a user is finally received and solved can be tracked timely.
Description
Technical field
The present invention relates to a kind of voice service system and implementation method, particularly relate to a kind of interactive voice service system and implementation method.
Background technology
Present common online voice service system; It mainly is to be utilized in system end to set up a website; The website is provided with the webpage that at least one ecommerce webpage maybe can be connected to other service prefectures, on this webpage, has a specific service button, but user's button click is initiated voice service.Service system in the recreation mainly is the service system of robot question and answer or online text chat class, and the voice services in some recreation just are placed on a channel of voice platform simple counseling services are provided in the recreation.
Though the system of online voice service is provided on the webpage; In conjunction with the networking telephone and webpage,, but provide in the online voice service system on this webpage for the user provides online voice service; Just can't initiatively relate to the user through this system once more behind the end of conversation, lack the function of follow-up and management.Robot question and answer in the recreation are machinery relatively, the problem that can only the answer system sets.And the adequacy that the text chat service system is linked up is relatively poor.Voice service only is placed on a channel of voice platform simple counseling services is provided in the recreation in the existing recreation.Above method of service all provides the mode that the user initiatively seeks advice from, and more can't provide the follow-up of contingency question to handle, take the initiative in offering a hand and effectively user management.So above-mentioned space that provides online voice service system on these functions, to still have improvement.
Summary of the invention
The technical problem that the present invention will solve provides a kind of interactive voice service system and implementation method.Can manage the specific user through voice service system of the present invention, whether finally solved, regain the initiative with the visiting of instant this user of tracking.
For solving the problems of the technologies described above, interactive voice service system of the present invention comprises existing voice server, and wherein, this voice server also comprises:
Pay a return visit module, be used for the need of tracking servo secondary or repeatedly serve the user of demand;
Visitor's processing module is used for malice is created disturbances to the setting of user access authority, simultaneously the special user is carried out personalized service and distributes; Wherein, malice is created disturbances to the user and is comprised: no substantive issue and abuse and harass contact staff's user; The special user is in some high-value users, the service because the user of network factors broken string specifically can comprise: in senior member, senior user, the service because the user of network factors broken string.
Said return visit module comprises and pays a return visit tabulation that this return visit tabulation is presented on contact staff's the working interface.Wherein,, be used to search for, add user, modification or deletion, the user etc. of display update synchronously, and whether the user is in or connects service state in the display list online for paying a return visit tabulation.
Said visitor's processing module, belonging to high authority contact staff could use.This visitor handles mould and comprises:
Add lockout module, be used for malice is created disturbances to functions such as the user access authority is provided with;
Visitor's distribution module is used for the special user is directly distributed to specific contact staff.
In addition, the present invention also provides a kind of implementation method of interactive voice service system, comprises step:
After step 1, voice server receive that the user asks, start visitor's processing module, as judge this user not in blocking tabulation, then visitor's processing module is called visitor's distribute data information; As judge that this user in blocking tabulation, then finishes this services request;
Step 2, the user then directly waits in line voice service to exclusive contact staff place in visitor's allocation database; If the user (does not promptly have exclusive contact staff) not in visitor's allocation database, then directly enter into voice service according to the normal procedure that is provided with in the speech sound device;
Step 3, after the user speech service finished, the contact staff upgraded and pays a return visit tabulation according to the user feedback problem;
Above-mentioned implementation method also comprises step 4, and the user is online in the return visit tabulation, and simultaneously, the problem of feedback has obtained solution, and then the contact staff can in time carry out the secondary service to paying a return visit the online user in the tabulation.
The present invention is through the new module of adding in the existing voice service system---pay a return visit module and visitor's processing module; Can realize management to the specific user; Realized to visiting user distribute, tracking, personalized service, embodiment be once to serve the follow-up following feedback function that finishes.Wherein, specific user of the present invention comprises: 1) need carry out secondary or repeatedly serve the user of demand; 2) malice is created disturbances to the user; 3) senior member, senior personnel.
Description of drawings
Below in conjunction with accompanying drawing and embodiment the present invention is done further detailed explanation:
Fig. 1 is the return visit function interface sketch map in the return visit module of the present invention;
Fig. 2 is the function interface sketch map in visitor's processing module of the present invention;
Fig. 3 is the realization flow sketch map of interactive voice service system of the present invention.
Embodiment
Existing is example with the specific user in the recreation, and interactive voice service system of the present invention and implementation method are described.Wherein, this specific user comprises: 1) need carry out secondary or repeatedly serve the user of demand; 2) malice is created disturbances to user's (no substantive issue and abuse and harass contact staff's user); 3) senior member (distinguishing) through consumption grade in user's recreation, the senior personnel that play (distinguish the service time through user's GID), the user who breaks owing to network factors in the service.
The voice service system of interactive voice service system of the present invention comprises existing voice server, and wherein, this voice server also comprises:
Pay a return visit module, be used for the need of tracking servo secondary or repeatedly serve the user of demand;
Visitor's processing module is used for malice is created disturbances to the setting of user access authority, simultaneously the special user (being comprised: the user who breaks owing to network factors in senior member, the senior user that plays, the service) carry out personalized service and distribute.
Wherein, Pay a return visit the return visit function interface of module; As shown in Figure 1, comprise and pay a return visit tabulation that this return visit tabulation can be presented at common contact staff, and (common contact staff's authority is minimum; Have only the passive user of acceptance to ask the function of voice service, carry out voice dialogue, recording user feedback problem, upgrade and pay a return visit list content etc. comprising user through voice and active request voice service) working interface on.What show in return visit among Fig. 1 tabulation is that ever accessed is crossed voice service system and need be served the user of demand once more simultaneously.
Pay a return visit tabulation for this, can reach following function:
Function one: can search for, add functions such as user, modification or deletion to tabulation,, then can be presented on all contact staff's the working interface synchronously in case pay a return visit simultaneously when the user upgrades in the tabulation;
Function two: but whether the user is in presence in the recreation in the display list, and online then number of the account is shown as black, not online then number of the account presents grey (as shown in Figure 1).
Visitor's processing capacity interface of visitor's processing module; As shown in Figure 2; This interface belongs to the interface that high authority contact staff (given the contact staff of different business horizontal capability being provided with of certain user management authority realize, possess high authority contact staff and come the user is carried out suitable operation in the behavior according to current visiting user: blockade system and distribution system) just can see.This visitor's processing module comprises:
Add lockout module, be used for malice is created disturbances to functions such as the user access authority is provided with, for example: add operations such as blacklist, blockade IP;
Visitor's distribution module is used for the special user is directly distributed to specific contact staff.Because the answer that the special user possibly need the staff of different specialties to serve; Therefore; Can directly distribute to specific contact staff, when this user uses the service function button in playing, can directly rank and wait service at its exclusive contact staff place.
The implementation method of above-mentioned interactive voice service system, its flow chart is as shown in Figure 3, and the concrete steps of this method are following:
Step 1: the user asks voice service in the recreation, and voice server is received service request information, and visitor's processing module starts, and whether judges blocks in the database the visitor, belongs to long-term malice like the user and creates disturbances to the user, then finishes this services request;
Step 2: judge that the user is not in blocking database (blocking tabulation); Visitor's processing module is called visitor's distribute data information again; Judge whether exclusive contact staff,, then directly enter into voice service according to the normal procedure that is provided with in the speech sound device if there is not exclusive contact staff; If the user in visitor's allocation database, then directly waits in line voice service to exclusive attendant place;
Step 3: after the game user voice service finished, the contact staff upgraded and pays a return visit tabulation according to the user feedback problem;
Step 4: game user is online in the return visit tabulation, and simultaneously, the problem of feedback has obtained solution, and then the contact staff can in time carry out the secondary service to paying a return visit the online user in the tabulation.
The present invention is through adding effective functional module in existing voice service system---visitor's processing module and return visit module; After making the interior specific user of recreation have access to voice service system; Can be through the managed together of two functional modules in the server; Whether instant this user's of tracking problem has obtained solving effectively, serves for the user better.
Claims (10)
1. an interactive voice service system comprises voice server, it is characterized in that: said voice server also comprises:
Pay a return visit module, be used for the need of tracking servo secondary or repeatedly serve the user of demand;
Visitor's processing module is used for malice is created disturbances to the setting of user access authority, simultaneously the special user is carried out personalized service and distributes.
2. voice service system as claimed in claim 1 is characterized in that: said return visit module comprises: pay a return visit tabulation, this return visit tabulation is presented on contact staff's the working interface.
3. voice service system as claimed in claim 2; It is characterized in that: said for paying a return visit tabulation; Be used to search for, add the user of user, modification or deletion, synchronous display update, and whether the user is in or the connection service state in the display list online.
4. voice service system as claimed in claim 1 is characterized in that: the malice in said visitor's processing module is created disturbances to the user and is comprised: no substantive issue and abuse and harass contact staff's user;
The special user comprises: the user who breaks owing to network factors in senior member, senior user, the service.
5. voice service system as claimed in claim 1 is characterized in that: said visitor's processing module comprises:
Add lockout module, be used for malice is created disturbances to the function that the user access authority is provided with;
Visitor's distribution module is used for the special user is directly distributed to specific contact staff.
6. voice service system as claimed in claim 5 is characterized in that: said visitor's processing module, belonging to high authority contact staff could use.
7. the implementation method of an interactive voice service system comprises step:
After step 1, voice server receive that the user asks, start visitor's processing module, as judge this user not in blocking tabulation, then visitor's processing module is called visitor's distribute data information;
Step 2, the user then directly waits in line voice service to exclusive contact staff place in visitor's allocation database;
Step 3, after the user speech service finished, the contact staff upgraded and pays a return visit tabulation according to the user feedback problem.
8. implementation method as claimed in claim 7 is characterized in that: said implementation method also comprises step 4, and the user is online in the return visit tabulation; Simultaneously; The problem of feedback has obtained solution, and then the contact staff can in time carry out the secondary service to paying a return visit the online user in the tabulation.
9. implementation method as claimed in claim 7 is characterized in that: in the said step 1, as judge that this user in blocking tabulation, then finishes this services request.
10. implementation method as claimed in claim 7 is characterized in that: in the said step 2, if the user not in visitor's allocation database, then directly enters into voice service according to the normal procedure that is provided with in the voice server.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN2011100928539A CN102739616A (en) | 2011-04-13 | 2011-04-13 | Interactive voice service system and realization method thereof |
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| CN2011100928539A CN102739616A (en) | 2011-04-13 | 2011-04-13 | Interactive voice service system and realization method thereof |
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| CN102739616A true CN102739616A (en) | 2012-10-17 |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107103496A (en) * | 2017-04-21 | 2017-08-29 | 北京恒冠网络数据处理有限公司 | The Data Collection and management system of a kind of technical transaction platform |
| CN110138988A (en) * | 2019-05-23 | 2019-08-16 | 广州壹豆网络科技有限公司 | A kind of method and device of smart allocation visitor |
| CN115118822A (en) * | 2022-06-15 | 2022-09-27 | 马上消费金融股份有限公司 | Task processing method and device |
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| CN101917524A (en) * | 2010-09-08 | 2010-12-15 | 上海帜讯信息技术有限公司 | Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals |
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| US20070168457A1 (en) * | 2006-01-18 | 2007-07-19 | International Business Machines Corporation | Apparatus and method for addressing computer-related problems |
| CN101009737A (en) * | 2006-01-26 | 2007-08-01 | 国际商业机器公司 | Method and device for preventing rubbish voice call |
| CN101227487A (en) * | 2008-01-29 | 2008-07-23 | 厦门纳网科技有限公司 | On-line client service system and on-line communication method thereof |
| CN101917524A (en) * | 2010-09-08 | 2010-12-15 | 上海帜讯信息技术有限公司 | Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107103496A (en) * | 2017-04-21 | 2017-08-29 | 北京恒冠网络数据处理有限公司 | The Data Collection and management system of a kind of technical transaction platform |
| CN110138988A (en) * | 2019-05-23 | 2019-08-16 | 广州壹豆网络科技有限公司 | A kind of method and device of smart allocation visitor |
| CN115118822A (en) * | 2022-06-15 | 2022-09-27 | 马上消费金融股份有限公司 | Task processing method and device |
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Application publication date: 20121017 |