CN104751340A - Customer service division method and system - Google Patents
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Abstract
The invention relates to a customer service division method. The method comprises the steps of a) receiving consulting information of customers; b) determining the service type of the consulting information; c) recognizing one or a plurality of customer service groups responsible for the service type; d) matching the consulting information with customer customizing items of each of the one or the plurality of customer service groups, wherein each customer service group is provided with one or a plurality of customer customizing items, and each customer customizing item includes one or a plurality of rule items; e) determining at least one customer service group, wherein the consulting information meets the property of all rule items in some customer customizing item of each of the at least one customer service group; f) selecting one customer service group from the determined at least one customer service group to provide consulting service to the customers. The invention further relates to a customer service division system. With the adoption of the method and the system, the customized and fine customer service group division is achieved, and thus the customer experience can be increased.
Description
Technical field
The present invention relates to customer service component stream, more specifically, relate to the customer service component stream of network online customer service industry.
Background technology
Customer service shunting refers to process client's counsel requests being assigned to corresponding customer service.Customer service shunting is ingredient indispensable in any customer service system, is the middle bridge connecting client and customer service.The quality of shunting result is not only related to customer experience, also can bring direct impact to the operation cost of the work efficiency of customer service, customer service industry.
At present, the customer service shunt method that network online customer service industry generally uses mainly contains " directed customer service shunting " and " customer service component stream " two kinds.Below these two kinds of customer service shunt methods are simply described.
(1) directed customer service shunting
In directed customer service shunting, human-computer interaction interface can present the consulting icon (representative consulting entrance) of all customer services, and each consulting icon is mutually the same.Client clicks one of them consulting icon, can seek advice to the customer service that this consulting icon is corresponding.
Below in conjunction with Fig. 1 and Fig. 2, directed customer service shunting is simply described; Wherein, as shown in Figure 1, and the block diagram of directed customer service separate system 200 as shown in Figure 2 for the flow process of directed customer service shunt method 100.
Simultaneously with reference to Fig. 1, Fig. 2, in the method 100, client sends counsel requests by clicking one of them consulting icon, that is, select customer service consulting entrance (step S101).The front end processing block 201 of directed customer service separate system 200 receives the counsel requests of client, and human-computer interaction interface opens advice window, and sends the consultation information of client and the customer service numbering of the customer service of seeking advice to background processing module 202.The counsel requests of client is transmitted to the client of corresponding customer service by background processing module 202, to set up the connection (step S102) of client and customer service.Thus, client can carry out seeking advice from (step S103) to concrete customer service.
The shortcoming of directed customer service shunting is clearly.Under normal conditions, every customer service field of being good at is different.Because the consulting icon corresponding to every customer service is mutually the same, client does not probably seek advice from the customer service of his/her problem of the most applicable answer, therefore may need again to send counsel requests, thus customer experience is poor.If addressed this problem, just necessarily require every customer service to be all " Almightiness type ", and which again increases unnecessary vocational study cost.In addition, " direction splitter " usually can cause some customer service working pressure very large, and some customer service is too idle, more can not realize differential shunting according to the professional skill of customer service, therefore reduces the work efficiency of customer service generally.
(2) customer service component stream
Customer service component stream is no longer using single customer service as directly dividing flow object, but first client is guided to customer service group, then in customer service group, chooses a certain customer service according to the allocation rule preset and is received.Typical case's rule of distributing customer service in customer service group can have following two kinds: (a), according to the degree of saturation of customer service work, selects the customer service that a saturation degree is minimum; Or (b) distribute successively according to the order of customer service.
In customer service component stream, client can see the icon arranging all customer service groups sorted out according to type of service on human-computer interaction interface; The operation personnel of these customer service group customer service industries is arranged (such as, specially for pre-sales consulting or the customer service group of seeking advice from after sale) according to the business demand of the industry.Client selects a specific customer service group by clicking one of them icon.
Below in conjunction with Fig. 3 and Fig. 4, customer service component stream is simply described; Wherein, as shown in Figure 3, and the block diagram of customer service component streaming system 400 as shown in Figure 4 for the flow process of customer service group shunt method 300.
Simultaneously with reference to Fig. 3, Fig. 4, in method 300, client sends counsel requests by clicking the consulting icon of a certain customer service group, that is, select customer service group consulting entrance (step S301).The front end processing block 401 of customer service component streaming system 400 receives the counsel requests of client, and human-computer interaction interface opens advice window, and sends the consultation information of client and the customer service group # of the customer service group of seeking advice to background processing module 402.Customer service allocation rule in the customer service group of distribution module 403 corresponding to this numbering is that client distributes a concrete customer service (step S302).After being assigned, the counsel requests of client is transmitted to the client of corresponding customer service by background processing module 402, to set up the connection (step S303) of client and customer service.Thus, client can carry out seeking advice from (step S304) to concrete customer service.
In customer service component stream, what add customer service group arranges link, because this increasing the learning cost of operation personnel.In addition, because each consulting entrance can only represent fixing consultation service type, therefore operation personnel needs to arrange multiple entrance to support different business demands, and often needs again to develop when change appears in business demand.The more important thing is for the customer, only possessed certain domain knowledge and could select suitable consulting entrance, therefore still do not had good customer experience.
Summary of the invention
In order to solve the above-mentioned problems in the prior art, the present invention proposes a kind of customized type and to become more meticulous customer service component stream method and system.
Customer service group shunt method of the present invention comprises the following steps: consultation information a) receiving client; B) class of service belonging to described consultation information is determined; C) the one or more customer service groups being responsible for described class of service are identified; D) the customization item of described consultation information with each the customer service group in identified one or more customer service groups is mated, wherein each customer service group is provided with one or more customization item, and each customization item comprises one or more regularization term; E) determine at least one customer service group, described consultation information meets the attribute of the strictly all rules item in a certain customization item of each the customer service group at least one customer service group described; And f) from least one customer service group determined a selected customer service group be client's service of providing advice.
Customer service component streaming system of the present invention comprises with lower module: receiver module, for receiving the consultation information of client; Sort module, for determining the class of service belonging to described consultation information; Identification module, for identifying one or more customer service groups of responsible described class of service; Routing module, for the customization item of described consultation information with each the customer service group in identified one or more customer service groups is mated, wherein each customer service group is provided with one or more customization item, and each customization item comprises one or more regularization term; Analysis module, for determining at least one customer service group, described consultation information meets the attribute of the strictly all rules item in a certain customization item of each the customer service group at least one customer service group described; And selection module, be client's service of providing advice for a customer service group selected from least one customer service group determined.
Customer service component stream method and system of the present invention can easily realize customized type become more meticulous customer service intelligence shunting, provide good customer experience, be applicable to the network online customer service industry of large discharge or specialty.
Accompanying drawing explanation
Fig. 1 is the process flow diagram of directed customer service shunt method of the prior art.
Fig. 2 is the block diagram of directed customer service separate system of the prior art.
Fig. 3 is the process flow diagram of customer service group shunt method of the prior art.
Fig. 4 is the block diagram of customer service component streaming system of the prior art.
Fig. 5 is the process flow diagram of customer service group shunt method of the present invention.
Fig. 6 is the process flow diagram of customer service group shunt method according to a preferred embodiment of the invention.
Fig. 7 a and Fig. 7 b is the process flow diagram of customer service group shunt method according to a preferred embodiment of the invention.
Fig. 8 is the block diagram of customer service component streaming system of the present invention.
Embodiment
The customer service component stream method and system the present invention is to provide customized type, becoming more meticulous.Customized type refers to that all shunting rules all can customize according to practical business demand, thus improves adaptive faculty and dirigibility.Become more meticulous and refer to that the shunting rule according to presetting mates the consultation information of client, and then provide optimum customer service group for client, realize the shunting of pinpoint accuracy.
Customer service group shunt method of the present invention is the improvement to customer service group shunt method of the prior art; Particularly, customer service group shunt method of the present invention is the improvement to the step of customer selecting customer service group in the middle of customer service group shunt method of the prior art.
Referring to Fig. 5, customer service component stream method and system of the present invention is described in detail.
Fig. 5 is the process flow diagram of customer service group shunt method 500 of the present invention.As shown in Figure 5, in step S501, client sends counsel requests by consulting entrance.Different from the customer service group shunt method of prior art, the no longer differentiated service type of consulting entrance here; The client of consulting different kinds of business can initiate consulting from identical consulting entrance.Then, in step S502, the consultation information that client's input is relevant to counsel requests.
After the counsel requests of client and consultation information are received, in step S503, consultation information is classified, to determine the class of service belonging to described consultation information.After determining class of service, in step S504, all customer service groups being responsible for this class of service are identified.Such as, if the consultation information of client relates to the self-operation commodity of company, then belong to self-operated business classification, be responsible for replying client by the customer service group of company self and seek advice from; If the consultation information of client relates to the commodity of third party businessman, then belong to third party's class of service, be responsible for replying client by the customer service group of third party businessman and seek advice from; If the consultation information of client does not relate to commodity, then can be responsible for by unified online customer service group replying client's consulting.Then in step S505, for the customer service group identified, " the customization item " of consultation information with each customer service group in identified all customer service groups is mated.
In order to more clearly describe consultation information and the matching process of " customization item ", next " customization item " this concept is specifically described.
In customer service group shunt method of the present invention, in order to realize the customer service shunting become more meticulous, each customer service group can be provided with multiple customization item, and each customization item comprises multiple regularization term, each regularization term can have one or more attribute, see the example of table 1.
Table 1
Table 1 shows three customization items of some customer service groups in an illustrative manner; Certainly, a customer service group also can be provided with more or less customization item.Table 1 also show each customization item and includes these four regularization term of A, B, C, D; Be understandable that, as the case may be, each customization item comprises more or less regularization term, but each regularization term included by customization item is generally identical.Table 1 also show regularization term A, B, C, D attribute in different customization items.
For electric firm industry, in Table 1: regularization term A can be such as client area, and attribute a1, a2, a3 can be Beijing, Chengdu, Guangzhou; Regularization term B can be such as customer grade, and attribute b1, b2, b3 can be gold medal member, silver medal member, bronze medal member.Certainly, attribute a1 (or a2 or a3) also can be all client areas that the sector is served, and attribute b1 (or b2 or b3) also can be gradational client.Regularization term C can be the type of merchandise, and regularization term D can be businessman belonging to commodity, and attribute c1, c2 ... the concrete type of merchandise, attribute d1, d2 ... it is concrete businessman.
According to concrete applicable cases, the regularization term of customization item can also comprise consulting entrance, client's mark etc.Consulting entrance is the passage that client initiates counsel requests, and the attribute of consulting entrance regularization term can be specifically the different page or the window that client initiates counsel requests.Client's mark refers to a kind of key marker to client, and these key marker can obtain from providing the large data platform, Customer Relationship Management Services etc. of the enterprise of customer service.The attribute of client's marking convention item can be specifically visitant customer, malice brushes single client, rival etc.
According to the example of table 1, when a certain client is Pekinese gold medal member, and he/her seeks advice from is the commodity of the c1 type that businessman d1 sells, and so, the consultation information of this client and the first customization item successful match, he/her can seek advice from this client's group.Or a certain client is the silver medal member in Chengdu, and he/her seeks advice from is the commodity of the c3 type that businessman d4 sells, and so, the consultation information of this client and the second customization item successful match, he/her also can seek advice from this customer service group.
But, according to above concrete example, as the gold medal member (b1) that a certain client is Guangzhou (a3), and the commodity of the c1 type that businessman d1 sells that what he/her seeked advice from is, then he/her can not seek advice from this customer service group, because attribute a3 and b1 does not belong to the regularization term in same customization item.Certainly, if attribute a1 is all client areas (instead of Beijing), the so consultation information of this client and the first customization item successful match, he/her can seek advice from this customer service group.
In general, the counsel requests of client must meet regularization term all in a certain customization item attribute could with this customization item successful match, and then this customer service group belonging to customization item can be seeked advice from.
Continue, with reference to Fig. 5, by being mated with " customization item " by consultation information, to determine in step S506 at least one customer service group that client can seek advice from.Then, in step S507, a selected customer service group from least one customer service group that client can seek advice from.So far, the process of customer service group is selected to terminate.Finally, according to typical case's rule of distributing customer service in customer service group, the customer service that distribution one is concrete from selected customer service group replies the consulting of client.
Foregoing describe the basic step of customer service group shunt method of the present invention.In fact, after step S504, the quantity of the customer service group identified may be a lot, if the consultation information of client is all mated one time with the customization item of these customer service groups, calculated amount is obviously very large; And, sometimes wish first from more specific customer service groups, to find the customer service group that can seek advice from.
Therefore preferably, for each customer service group arranges priority, the priority of same grade wherein can be set one or more customer service group.When mating, first remove the customization item that the highest one or more customer service groups of coupling priority comprise; If there is no any customization item successful match that the customer service group the highest with priority comprises, then continue the customization item of the secondary high one or more customer service groups of coupling priority, by that analogy.
When arranging priority for each customer service group, above-mentioned steps S505 is restricted to further, for the customer service group identified, according to the priority order from high to low of customer service group, consultation information is carried out with " the customization item " of each customer service group in identified all customer service groups successively mate (step S505 ').Fig. 6 shows the flow process of the preferred embodiment of customer service group shunt method of the present invention.
When a certain customer service group selected according to step (S501 to S505 or S505 ') mentioned above, sometimes possibly cannot or be not suitable for from this customer service group, distribute concrete customer service is offering customers service, its reason may be: the capacity of the customer service of this customer service group reaches capacity, current is the quitting time, or other reasons.Therefore according to a preferred embodiment of the invention, for customer service group arranges " spilling customization ".Similar with " customization item ", each customer service group can be provided with multiple " spilling customization ", and each spilling customization comprises multiple regularization term, and each regularization term has respective attribute, as shown in table 2.
Table 2
Table 2 shows three spilling customization of some customer service groups in an illustrative manner; Certainly, a customer service group also can be provided with more or less spilling customization.Table 2 schematically illustrates each spilling customization and includes these three regularization term of E, F, G, also show regularization term E, F, G attribute in different spilling customization.The difference of same customer service group is overflowed between customization and is had priority relationship, and also has priority relationship between each regularization term of each customization.
Assuming that in spilling customization shown in table 2, overflow customization from first and successively decrease to the priority that the 3rd overflows customization, and the priority of each regularization term is successively decreased by E to G.If when step S507 mentioned above the spilling customization of customer service group selected as shown in table 2, so first gone by the consultation information of client coupling first to overflow the regularization term E of customization, if the consultation information of client meets attribute e1, then overflow; If do not met, then continue matched rule item F, if meet attribute f1, then overflow.If the consultation information of client and first, second, third overflows customization all do not have successful match (namely, do not meet regularization term E, F, G and overflow any attribute in customization first, second, third), be then still offering customers service by this customer service group.
In the exemplary embodiment, according to priority order from high to low, the regularization term E of above-mentioned spilling customization, F, G can be overflow conditions, overflow parameter, spilling ratio.Be understandable that, those skilled in the art can also be overflow the regularization term that customization arranges other according to concrete applicable cases.
Overflow condition refers to and to overflow when meeting what condition, and the attribute of overflow condition regularization term can be such as " any condition ", " receiving saturated " or " non-working time ".Overflow parameter to refer to and to overflow when there is what parameter, the attribute of spilling parameter rule item can be such as specifically Order Type or order status.Spilling ratio refers to the ratio of the shared all counsel requests of this customer service group of counsel requests, and the attribute overflowing ratio rules item can be concrete number percent, and this can calculate according to random number, account string Hash codes scheduling algorithm.
In the matching process, if the regularization term successful match of the consultation information of client and a certain spilling customization, then the counsel requests of client is spilt into the outlet of that preset, that this regularization term is corresponding spilling.Overflowing outlet can be a network linking address, also can be other customer service group.Such as, if the spilling parameter rule item successful match of consultation information and commodity or order class, then client's request spills into the customer service group of corresponding merchant.If client's consulting appears at night (that is, meeting " non-working time " attribute of overflow condition regularization term), then client's request can spill into a certain network linking address preset, such as, and intelligent robot service node.
In general, as shown in Fig. 7 a or Fig. 7 b, after step S507, the spilling customization of the consultation information of client with selected customer service group mated, the order of wherein mating is according to the regularization term of the priority of overflowing customization from high to low and in same spilling customization also order (step 508) from high to low; If consultation information and a certain spilling customization successful match are (namely, meet the attribute of a certain regularization term in this spilling customization), then the counsel requests of client spills into and overflows outlet accordingly, if consultation information does not all mate with any spilling customization, then still this customer service group selected replies the consulting (step 509) of client.
As shown in Figure 8, customer service component streaming system 800 of the present invention mainly comprises receiver module 801, sort module 802, identification module 803, routing module 804, analysis module 805 and selects module 806.Preferably, customer service component streaming system 800 also comprises spilling module 807.
Customer service component streaming system 800 of the present invention is for performing customer service group shunt method 500 of the present invention.Particularly, receiver module 801 for receiving the consultation information of client, sort module 802 for classifying to consultation information, to determine the class of service belonging to described consultation information.After determining class of service, identification module 803 is for identifying all customer service groups being responsible for this class of service.For the customer service group identified, routing module 804 is for mating the customization item of consultation information with each customer service group in identified all customer service groups.Analysis module 805 for determining at least one customer service group that client can seek advice from, and selects module 806 for a customer service group selected at least one the customer service group that can seek advice from from client.
Preferably, when customer service group has respective priority, routing module 804 is for mating the priority order from high to low of consultation information according to customer service group with the customization item of each customer service group successively.
Preferably, the spilling module 807 of customer service component streaming system 800 is for mating the spilling customization of the consultation information of client with selected customer service group, and the order of wherein mating is according to the regularization term of the priority of overflowing customization from high to low and in same spilling customization also order from high to low; If consultation information and a certain spilling customization successful match, then the counsel requests of client spills into and overflows outlet accordingly, if consultation information does not all mate with any spilling customization, then still this customer service group selected replies the consulting of client.
The customization item of customer service group shunt method of the present invention and spilling customization all can use according to the customization of practical business demand.By above two class customization with the use of, client's counsel requests can be flowed into like a cork and flows out, realize the customer service component stream that customized type becomes more meticulous flexibly and comfortably.In addition, simultaneously customized rules no longer makes each business change all along with primary system upgrading flexibly, thus reduces system maintenance cost dramatically, avoids the impact of system upgrade on project quality and stability.
In order to ensure stability and the availability of production environment, measuring technology that the present invention with reference to " sandbox ", devises " sandbox " test container of customized rules.Operation personnel is set customization item and to overflow after customization can test setting result in this embodiment, the input parameter of test simulates the data of actual production environment completely, show that result is also consistent with actual production environment, just problem can be come out before formal issue like this, avoid the generation of accident.
Those skilled in the art can make multiple modification when not departing from purport of the present invention design to the embodiment of aforementioned list, and these modification all drop in protection scope of the present invention of limiting with claims.
Claims (12)
1. a customer service group shunt method, is characterized in that, comprise the following steps:
A) consultation information of client is received;
B) class of service belonging to described consultation information is determined;
C) the one or more customer service groups being responsible for described class of service are identified;
D) the customization item of described consultation information with each the customer service group in identified one or more customer service groups is mated, wherein each customer service group is provided with one or more customization item, and each customization item comprises one or more regularization term;
E) determine at least one customer service group, described consultation information meets the attribute of the strictly all rules item in a certain customization item of each the customer service group at least one customer service group described; And
F) from least one customer service group determined, a selected customer service group is client's service of providing advice.
2. customer service group shunt method according to claim 1, it is characterized in that, customer service group is provided with respective priority, and steps d) be:
D1) according to the priority order from high to low of customer service group, described consultation information is mated with the customization item of each the customer service group in identified one or more customer service groups successively.
3. customer service group shunt method according to claim 1 and 2, it is characterized in that, each customer service group is provided with one or more spilling customization, described spilling customization is provided with respective priority, each overflows customization and comprises one or more regularization term, each regularization term of overflowing customization is also provided with respective priority, and described customer service group shunt method is further comprising the steps:
G) according to the priority of overflowing customization from high to low and overflow the priority order from high to low of regularization term of customization, the spilling customization of the consultation information of client with the customer service group selected is mated successively; And
If h) consultation information meets the attribute of a certain regularization term of a certain spilling customization, then the consultation information of client is forwarded to the spilling outlet for this regularization term presets, if consultation information does not meet the attribute of any regularization term of any spilling customization, then still use selected customer service group for client's service of providing advice.
4. customer service group shunt method according to claim 3, is characterized in that, described spilling outlet is the customer service group different from selected customer service group, or described spilling outlet is intelligent robot service node.
5. customer service group shunt method according to claim 1 and 2, it is characterized in that, it is one or more that the regularization term of customization item is selected from following group: businessman, consulting entrance, client's mark belonging to client area, customer grade, client's mark, the type of merchandise, commodity.
6. customer service group shunt method according to claim 3, is characterized in that, what overflow that the regularization term of customization is selected from following group is one or more: overflow condition, overflow parameter, overflow ratio.
7. a customer service component streaming system, is characterized in that, comprises with lower module:
Receiver module, for receiving the consultation information of client;
Sort module, for determining the class of service belonging to described consultation information;
Identification module, for identifying one or more customer service groups of responsible described class of service;
Routing module, for the customization item of described consultation information with each the customer service group in identified one or more customer service groups is mated, wherein each customer service group is provided with one or more customization item, and each customization item comprises one or more regularization term;
Analysis module, for determining at least one customer service group, described consultation information meets the attribute of the strictly all rules item in a certain customization item of each the customer service group at least one customer service group described; And
Selecting module, is client's service of providing advice for a customer service group selected from least one customer service group determined.
8. customer service component streaming system according to claim 7, it is characterized in that, customer service group is provided with priority relative to each other, and
Described routing module is used for the priority order from high to low according to customer service group, is mated successively by described consultation information with the customization item of each the customer service group in identified one or more customer service groups.
9. the customer service component streaming system according to claim 7 or 8, it is characterized in that, each customer service group is provided with one or more spilling customization, described spilling customization is provided with respective priority, each overflows customization and comprises one or more regularization term, each regularization term of overflowing customization is also provided with respective priority, and described customer service component streaming system comprises spilling module further, and described spilling module is used for:
According to the priority of overflowing customization from high to low and overflow the priority order from high to low of regularization term of customization, the spilling customization of the consultation information of client with selected customer service group is mated successively, and if consultation information meets the attribute of a certain regularization term of a certain spilling customization, the consultation information of client is forwarded to the spilling outlet for this regularization term presets, if consultation information does not meet the attribute of any regularization term of any spilling customization, then still use selected customer service group for client's service of providing advice.
10. customer service component streaming system according to claim 9, is characterized in that, described spilling outlet is the customer service group different from selected customer service group, or described spilling outlet is intelligent robot service node.
11. customer service component streaming systems according to claim 7 or 8, it is characterized in that, it is one or more that the regularization term of customization item is selected from following group: businessman, consulting entrance, client's mark belonging to client area, customer grade, client's mark, the type of merchandise, commodity.
12. customer service component streaming systems according to claim 9, is characterized in that, what overflow that the regularization term of customization is selected from following group is one or more: overflow condition, overflow parameter, overflow ratio.
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| CN104751340B (en) | 2020-06-05 |
| HK1208947A1 (en) | 2016-03-18 |
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