CN103024215A - Method for realizing verbal strategy flow via HTML (hypertext markup language) script - Google Patents
Method for realizing verbal strategy flow via HTML (hypertext markup language) script Download PDFInfo
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- CN103024215A CN103024215A CN2011102824055A CN201110282405A CN103024215A CN 103024215 A CN103024215 A CN 103024215A CN 2011102824055 A CN2011102824055 A CN 2011102824055A CN 201110282405 A CN201110282405 A CN 201110282405A CN 103024215 A CN103024215 A CN 103024215A
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Abstract
The invention discloses a method for realizing a verbal strategy flow via an HTML (hypertext markup language) script. An interface is provided for configuring verbal strategy information corresponding to verbal strategy classes, wherein the verbal strategy information comprises verbal strategy class names and verbal strategy information; default verbal strategy information can be added; in case of an incoming call of a client, the corresponding verbal strategy class is found in an IVR (interactive voice response) flow according to a key input by the client, and the verbal strategy class is transmitted to an agent end, and a system finds the corresponding verbal strategy information according to the verbal strategy class; in the case that the default verbal strategy information is not found, the verbal strategy information is displayed on an incoming call popup screen interface; and the verbal strategy information of various verbal strategy classes can be flexibly switched back and forth with one another.
Description
Technical field
The present invention relates to the words art flow and method of call center's communication field, particularly relate to a kind of method that realizes words art flow process by html script.
Background technology
The words art, the art of speaking exactly, it comprises sells the words art, insurance words art, service words art, job market words art etc., mainly be to teach the people to run into what occasion to say what can reach the stage that maximum achievement obtained in minimum language, namely get twice the result with half the effort, usually each industry can be put some fixing art information in order in the excel file according to different art classifications usually, perhaps the format management by a kind of knowledge base gets up, come to link up with the client one by one by searching existing excel file or knowledge base for difference words art classification, can not get other a kind of information of talking about the art classification and go from a kind of art classification art information automatic drill of talking about, can not make things convenient between every kind of words art information, switch back and forth freely, method by html script realization words art flow process can accomplish that various words art information are convenient, switch back and forth freely, improved contact staff's operating efficiency.
Summary of the invention
Technical problem to be solved by this invention is a kind of method by html script realization words art flow process, searches between data and the various words art information drawback that can not make things convenient for, freely switch in the prior art to reduce in excel file or knowledge base.
For achieving the above object, the invention provides and a kind ofly realize words art flow process by html script, comprise the configuration of the corresponding words of IVR button art classification, the configuration of the corresponding words of words art classification art information, the configuration that various words art information can be switched mutually;
The configuration of the corresponding words of described IVR button art classification is used for: receive the IVR touch-call request of IVR flow process customer selecting, find corresponding words art classification according to button, platform loads words art information response call request corresponding to this classification according to words art classification;
Described words art information is used for: with certain technological information of talking about the fixedly expression of art classification, represent to attending a banquet, conveniently attend a banquet and link up for the words art classification of certain specific transactions.
The present invention also provides a kind of method by html script realization words art flow process, comprising:
The configuration of the words art classification that html script is realized, the configuration of the corresponding words of IVR button art classification, corresponding words art information configuration, the words art information under the various words art classification of various words art classifications can make things convenient for, switching freely, according to the IVR button Auto-matching in IVR flow process words art classification and load all relevant words art information under this classification.
Preferably have, in the said method, also comprise: the words art classification that the IVR button is corresponding in the whole IVR flow process can be according to the corresponding art classification of the difference of IVR button configuration, thereby satisfies the client when selecting different IVR buttons, the words art information that automatic spring is corresponding with this button.
The present invention also provides a kind of configuration based on html script realization words art flow process, comprising:
Realize the switching that words art information in the various words art classifications can be back and forth by html script and online editor, satisfy and attend a banquet in the process of communicating with client, can be according to client's actual needs, talk about the words art information of art Info Link under another words art classification from a kind of, real communication to attending a banquet with the client brings great convenience, improved operating efficiency, it is very professional to experience the service of seat personnel to the client simultaneously, and customer satisfaction is greatly improved.
Can be found out by such scheme, realize that by html script words art flow process can be according to IVR button Auto-matching words art classification among the present invention, automatically load words art information corresponding under this words art classification and dispose flexibly, efficiently the switching of talking about between the art information, maintenance between the various IVR button words art classifications, brought convenience for the maintenance of words art classification and IVR button, maintenance between the various words art information has brought convenience, save, cost.And be convenient to dispose, be easy to realize.
Description of drawings
In order to be illustrated more clearly in the embodiment of the invention or technical scheme of the prior art, the below will do simple the introduction to the accompanying drawing of required use in embodiment or the description of the Prior Art, apparently, accompanying drawing in the following describes only is some embodiments of the present invention, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain according to these accompanying drawings other accompanying drawing.
Fig. 1 is system configuration schematic diagram in the embodiment of the invention one;
Fig. 2 is system's process information flow process schematic diagram in the embodiment of the invention one;
Fig. 3 is schematic flow sheet in the embodiment of the invention one;
Embodiment
For above-mentioned purpose of the present invention, feature and advantage can be become apparent more, the present invention is further detailed explanation below in conjunction with the drawings and specific embodiments.Obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that obtains under the creative work prerequisite.
Embodiment one, referring to Fig. 1, and Fig. 2.
The invention provides a kind of method by html script realization words art flow process, wherein:
Html script is used for: the configuration of all words art information under the words art classification that configuration words art flow process IVR button is corresponding and the words art classification, the configuration that various words art information are switched mutually;
Words art flow process, be used for: the IVR flow process disposes words art classification corresponding to IVR button automatically according to the selected IVR button of client, and platform loads words art information corresponding to this words art classification automatically, and various words art information automatically switch according to configuration.
The course of work of said system specifically may further comprise the steps referring to Fig. 3:
Step P001, the IVR flow process receives the call request of client's button;
Step P002, the framework platform of attending a banquet judge whether corresponding words art classification button, are to carry out P003; Otherwise, carry out P007;
Step P003, the framework platform of attending a banquet passes to the IVR button incoming call bullet screen of customer data;
Words art classification corresponding to step P004, customer data incoming call bullet screen inquiry IVR button whether; If, execution in step P005 then; Otherwise, carry out P006;
Step P005, customer data incoming call bullet screen loads the words art information under this words art classification according to the corresponding words of IVR button art classification, represents to attending a banquet;
Step P006, customer data come the bullet screen and do not find words art classification according to the IVR button, and then the words art of load default is new, represents to attending a banquet;
Step P007, client do not select the IVR button, directly enter manual service, and the words art information of acquiescence load default represents to attending a banquet.
Therefore a kind of method by html script realization words art flow process provided by the invention has following advantage.
(1) words art flow process is easy to configuration
The present invention only need dispose and set corresponding art information under IVR button corresponding words art classification and the words art classification, freely switching between the various words art information.
(2) highly versatile
Words art flow process is by the words art information under the corresponding words of configuration IVR button art class, the configuration of words art classification, and is convenient and easy during application, highly versatile.
(3) be easy to safeguard
Can safeguard switching between art information under the corresponding art classification of IVR button and the words art classification and the words art information by html script and online editor.
By the description of above embodiment of the method, the those skilled in the art can be well understood to the present invention and can dispose by browser, dispose and get final product.
For system embodiment, because it is substantially corresponding to embodiment of the method, so relevant part gets final product referring to the part explanation of embodiment of the method.
In addition, the schematic diagram of institute's descriptive system and method and different embodiment, in the scope that does not exceed the application, can with other system, module, technology or method in conjunction with or integrated.
The above only is the specific embodiment of the present invention; should be pointed out that for those skilled in the art, under the prerequisite that does not break away from the principle of the invention; can also make some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.
Claims (6)
1. the method by html script realization words art flow process is characterized in that, disposes simply, intuitively, efficiently each clock words art classification and words art information corresponding to words art classification by html script and online editor;
The configuration of words art classification is used for: configuration words art classification concerns one to one with the IVR button, i.e. corresponding IVR button of words art classification in IVR button flow process, can find correspondence art classification according to the IVR button automatically;
Words art information is used for: below the details of the corresponding words of configuration art classification, a words art classification many words art information can be arranged, according to the corresponding words of IVR button art classification, thereby load all words art information below this words art classification.
2. method that realizes words art flow process by html script, it is characterized in that, comprise: each words words art information corresponding to art classification can drill through mutually, and the words art information exchange under words art classification is crossed the configuration of html script online editor and directly drilled through in the words art information that goes to another one words art classification and go.
3. method according to claim 2 is characterized in that, also comprises: various words art information can be very flexibly, mutually switch freely, can get by drilling any other a kind of words art information and go from a kind of art information of talking about.
4. method according to claim 2, it is characterized in that, also comprise: according to the needs of practical business, adjust simply, easily and efficiently from a kind of art information of talking about to the back and forth switching of another words art information, the content of words art information can be text, flow chart, voice document or other any type of near.
5. realize it is characterized in that the method for words art flow process by html script for one kind, comprising: the corresponding words of IVR flow process button art flow process, according to selecting different I VR button, thereby load words art information corresponding to this button, improve the attendant's that attends a banquet operating efficiency.
6. method that realizes words art flow process by html script, it is characterized in that, comprise: the words art classification that the IVR button is corresponding can be according to actual needs, simply, fast, freely change flexibly, an IVR button is changed to another words art classification of actual needs from an initial words art classification, thereby need not change the process program that IVR itself has finished writing.
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| Application Number | Priority Date | Filing Date | Title |
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| CN2011102824055A CN103024215A (en) | 2011-09-20 | 2011-09-20 | Method for realizing verbal strategy flow via HTML (hypertext markup language) script |
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| CN2011102824055A CN103024215A (en) | 2011-09-20 | 2011-09-20 | Method for realizing verbal strategy flow via HTML (hypertext markup language) script |
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| CN103024215A true CN103024215A (en) | 2013-04-03 |
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| CN2011102824055A Pending CN103024215A (en) | 2011-09-20 | 2011-09-20 | Method for realizing verbal strategy flow via HTML (hypertext markup language) script |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107451944A (en) * | 2017-07-18 | 2017-12-08 | 国家电网公司客户服务中心南方分中心 | A kind of KBS method of call center's customer service system |
| CN111160936A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales system |
| CN111160935A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales management system |
| CN111160937A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales system |
| CN111160672A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales system |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101141343A (en) * | 2007-03-29 | 2008-03-12 | 李胜 | Multi-network combined synchronization interactive virtual space system |
| JP2009182836A (en) * | 2008-01-31 | 2009-08-13 | Oki Electric Ind Co Ltd | Call center apparatus |
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2011
- 2011-09-20 CN CN2011102824055A patent/CN103024215A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101141343A (en) * | 2007-03-29 | 2008-03-12 | 李胜 | Multi-network combined synchronization interactive virtual space system |
| JP2009182836A (en) * | 2008-01-31 | 2009-08-13 | Oki Electric Ind Co Ltd | Call center apparatus |
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107451944A (en) * | 2017-07-18 | 2017-12-08 | 国家电网公司客户服务中心南方分中心 | A kind of KBS method of call center's customer service system |
| CN111160936A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales system |
| CN111160935A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales management system |
| CN111160937A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales system |
| CN111160672A (en) * | 2018-11-07 | 2020-05-15 | 广汽菲亚特克莱斯勒汽车销售有限公司 | Automobile sales system |
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Application publication date: 20130403 |