CN105096022A - Data analysis method and device used for contact center - Google Patents
Data analysis method and device used for contact center Download PDFInfo
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- CN105096022A CN105096022A CN201410223078.XA CN201410223078A CN105096022A CN 105096022 A CN105096022 A CN 105096022A CN 201410223078 A CN201410223078 A CN 201410223078A CN 105096022 A CN105096022 A CN 105096022A
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Abstract
The present invention provides a data analysis method and a data analysis device used for a contact center, and relates to the technical field of communication. The data analysis method and the data analysis device are used for solving the problems of low efficiency and poor accuracy of data analysis of a contact center in the prior art. The data analysis method comprises the steps of: establishing a corresponding analysis template according to an analysis task, wherein the analysis template is provided with an acquisition rule of analysis data therein, and the analysis data is original data required for completing the analysis task; acquiring the analysis data from a user data source through the analysis template; and performing semantic analysis for the acquired analysis data to complete the analysis task. The data analysis method and the data analysis device of the present invention can be used in data analysis application of the contact center.
Description
Technical field
The present invention relates to communication technical field, particularly relate to a kind of data analysing method for liaison centre and device.
Background technology
Customer Contact Center is the important component part of enterprise, be responsible for suggestion, the suggestion of compiling and analyze user feedback, there is provided these information to other functional departments corresponding to field feedback, and by the business information of department inside in time to user's answer, facilitate the understanding of user.
Along with developing in depth and breadth of Internet technology, the contact channel of liaison centre and client also gets more and more, as voice, mail, fax, note, microblogging, micro-letter, IM (InstantMessenger, instant messaging), the net Room etc.In the face of the variation of contact channel, if there is no correct, reasonable, intelligent OA operation analysis platform and method, analyze required information quickly and efficiently by the very difficult data vast as the open sea from liaison centre.
Summary of the invention
The technical problem to be solved in the present invention is to provide a kind of data analysing method for liaison centre and device, in order to solve the problem of liaison centre's data analysis inefficiency poor accuracy in prior art.
For reaching above-mentioned purpose, on the one hand, the invention provides a kind of data analysing method for liaison centre, comprising:
Set up corresponding analysis template according to analysis task, described analysis template comprises the acquisition rule analyzing data, and wherein, described analysis data are for completing the raw data required for described analysis task;
From user data source, described analysis data are obtained by described analysis template;
Semantic analysis is carried out, to complete described analysis task to the described analysis data obtained.
Optionally, after the described analysis template corresponding according to analysis task foundation, described method also comprises: according to the change of described user data source and the change of described analysis task, adjust described analysis template.
Optionally, described user data source comprises user and contacts data source and/or business record data source.
Optionally, described user contacts data source and comprises following at least one: IVR (InteractiveVoiceResponse, interactive voice answering) data or daily record, mail interaction data or daily record, short message interacting data or daily record, microblogging interaction data or daily record, micro-letter interaction data or daily record, net Room interaction data or daily record; Described business record data source comprises following at least one: business is complained single, business handling list, traffic failure list, CRM (customerrelationshipmanagement, customer relation management) data.
Further, described set up corresponding analysis template according to analysis task after, described from user data source, obtain described analysis data by described analysis template before, described method also comprises:
Determine whether described analysis template mates with described user data source;
Describedly from user data source, obtain described analysis data by described analysis template and specifically comprise:
When determining that described analysis template is mated with described user data source, from user data source, obtain described analysis data by described analysis template.
On the other hand, the present invention also provides a kind of data analysis set-up for liaison centre, comprising:
Set up unit, for setting up corresponding analysis template according to analysis task, described analysis template comprises the acquisition rule analyzing data, and wherein, described analysis data are for completing the raw data required for described analysis task;
Acquiring unit, for obtaining described analysis data by described analysis template from user data source;
Analytic unit, for carrying out semantic analysis, to complete described analysis task to the described analysis data obtained.
Optionally, described device also comprises adjustment unit, for according to the change of described user data source and the change of described analysis task, adjusts described analysis template.
Optionally, described user data source comprises user and contacts data source and/or business record data source.
Optionally, described user contacts data source and comprises following at least one: IVR data or daily record, mail interaction data or daily record, short message interacting data or daily record, microblogging interaction data or daily record, micro-letter interaction data or daily record, net Room interaction data or daily record; Described business record data source comprises following at least one: business is complained single, business handling list, traffic failure list, CRM data.
Further, described device also comprises:
Determining unit, for determining whether described analysis template mates with described user data source;
Described acquiring unit, specifically for determining that described analysis template is mated with described user data source in described determining unit, obtains described analysis data by described analysis template from user data source.
The data analysing method for liaison centre that the embodiment of the present invention provides and device, can set up and the analysis template corresponding with analysis task, and from user data source, obtained the analysis data required for analysis task by described analysis template, then the analysis data obtained are carried out to semantic analysis thus completed described analysis task.So just according to the concrete needs of each analysis task, directly can extract the analysis data meeting and preset and obtain rule from user data source, and analyze a large amount of user profile from these analysis data.Contain much information because the data in user data source are full and accurate, the acquisition rule according to analyzing in template can obtain required analysis data again rapidly and accurately, thus substantially increases data analysis efficiency and the data analysis accuracy of liaison centre.
Accompanying drawing explanation
Fig. 1 is a kind of process flow diagram of the data analysing method for liaison centre that the embodiment of the present invention provides;
Fig. 2 is a kind of detailed process flow diagram of the data analysing method for liaison centre that the embodiment of the present invention provides;
Fig. 3 is a kind of structural representation of the data analysis set-up for liaison centre that the embodiment of the present invention provides.
Embodiment
Below in conjunction with accompanying drawing, the present invention is described in detail.Should be appreciated that specific embodiment described herein only in order to explain the present invention, do not limit the present invention.
As shown in Figure 1, embodiments of the invention provide a kind of data analysing method for liaison centre, comprising:
S11, sets up corresponding analysis template according to analysis task, and described analysis template comprises the acquisition rule analyzing data, and wherein, described analysis data are for completing the raw data required for described analysis task;
S12, obtains described analysis data by described analysis template from user data source;
S13, carries out semantic analysis, to complete described analysis task to the described analysis data obtained.
The data analysing method for liaison centre that the embodiment of the present invention provides, can analysis template corresponding to Establishment and analysis task, and from user data source, obtained the analysis data required for analysis task by described analysis template, then the analysis data obtained are carried out to semantic analysis thus completed described analysis task.So just according to the concrete needs of each analysis task, directly can extract the analysis data meeting and preset and obtain rule from user data source, and analyze a large amount of user profile from these analysis data.Contain much information because the data in user data source are full and accurate, the acquisition rule according to analyzing in template can obtain required analysis data again rapidly and accurately, thus substantially increases data analysis efficiency and the data analysis accuracy of liaison centre.
Specifically, in step s 11, analysis task refers to that the owner of liaison centre is desired that obtain with user-dependent information, and such as, which demand user has, and which has be discontented with to product, which is potential user of product etc.These information both directly can be obtained from user by modes such as online questionnaire investigation, also can be lie in the various interactive communications of user and liaison centre, and needs are analyzed further and extracted.Because the communicative channel between liaison centre and user is varied, how from the information of various user, various channel, to extract required information just becomes the key realizing this analysis task.
Embodiments of the invention realize this data screening by analyzing template.Specifically, analyzing in template the acquisition rule that can comprise and analyze data, wherein, these analysis data have been the raw data required for described analysis task.That is, the raw data required for described analysis task can have been filtered out according to the acquisition rule analyzed in template from a large amount of customer data sources.
Optionally, in step s 12, obtain described analysis data by described analysis template from user data source, wherein, described user data source both can contact data source for user, and can be also business record data source, embodiments of the invention be restricted this.User contacts data source and refers to the data source that the communication that the attendant of liaison centre and user carry out various approach is formed, such as interactive voice answering IVR data or daily record, mail interaction data or daily record, short message interacting data or daily record, microblogging interaction data or daily record, micro-letter interaction data or daily record, net Room interaction data or daily record etc.; And business record data source refers to the various documents etc. that user generates when handling miscellaneous service by liaison centre, such as business is complained single, business handling list, traffic failure list, CRM data etc.
From user data source, obtain described analysis data by described analysis template, its major way still obtains according to the analysis data acquisition rule arranged in analysis template and analyzes data accordingly from user data source.Wherein, the acquisition rule analyzing data has namely filtered out the raw data required for analysis task according to which kind of rule from user data source.Such as, if analysis task to understand the reason of user of incoming call in certain time period, then this acquisition rule can comprise the terminal of section during this period of time, the communication record etc. of all phone approach.If analysis task to understand the complaint situation of user, then corresponding acquisition rule can comprise the setting to vocabulary, the tone etc. relevant to complaint in all communication way such as voice, mail, note, microblogging, micro-letter.Everyly can be able to comprise wherein the rule that customer data sources is screened for analysis task.Embodiments of the invention do not limit this.
It should be noted that, analyze template and set up according to analysis task, when analysis task changes to some extent, analyze template and also can adjust accordingly, thus realize the Dynamic Maintenance to analyzing template.Now, also can comprise the change of change according to described user data source and described analysis task after step S11, adjust the step of described analysis template.
Illustrate, if original analysis task is the current hot issue paid close attention to the most of investigation user, new analysis task is had some change to this, except needing the current hot issue paid close attention to the most of investigation user, also need age and the Sex distribution of learning about these users, so just the rule added new in new analysis task can be increased to and analyze in template, to adjust this analysis template, realize new analysis task.
Get corresponding analysis data from user data source after, in step s 13, namely can analyze data to these and carry out semantic analysis, and complete analysis task by certain statistics and data processing.Optionally, for data or the daily record of speech form, can be completed together with semantic analysis analyzing the analysis of data by speech analysis.
It should be noted that, because user data source is of a great variety, analyze the acquisition rule set in template different for the appropriate possibility of various user data source, in order to ensure the accuracy of data results, also in order to optimize further analysis template, so that the acquisition analyzing data more effectively can be carried out, in some embodiments of the invention, also can comprise between step S11 and step S12: determine whether described analysis template mates with described user data source; Accordingly, step S12 can specifically comprise: when determining that described analysis template is mated with described user data source, obtains described analysis data by described analysis template from user data source.Optionally, determine that the method whether analysis template and user data source mate can be varied, embodiments of the invention do not limit this.Such as, in one embodiment of the invention, can determine whether analyze template matches with user data source according to the quantity, particular content etc. of the acquisition rule analyzed in template with the matching degree of user data source.Assuming that matching degree is 1 when the two mates completely, when not mating completely, matching degree is 0, when then can specify that matching degree is more than 0.7, think that analyzing template mates with user data source, this analysis template can be used to obtain from this user data source and to analyze data, otherwise, also need to be optimized this analysis template.
Below by specific embodiment, the data analysing method for liaison centre provided by the invention is described in detail.
As shown in Figure 2, in one embodiment of the invention, liaison centre is for learning about what the hot issue that in nearest one week, user is concerned about the most is, then can be drawn the analysis result of this problem from the user data source of liaison centre by following steps.
S101, determines that analysis task is " analyzing the nearest hot issue be concerned about the most for a week ";
S102, according to the analysis task that S101 determines, sets up the analysis template corresponding with this analysis task;
Concrete, in this analysis template, be provided with the acquisition rule that some analyze data, comprise: investigating object is that all users contact data source and business record data source, because user can by any one in these data sources or the suggestion of multiple expression oneself and the concern to different problem, in order to carry out comprehensive statistics and analysis to this task, any one approach can not be omitted.Investigating the time period is nearest one week.The hot issue investigated, can repeat frequency to refine by same class problem.
S103, obtains described analysis data by analyzing template from user data source;
In this step, can according to analyzing in template various the acquisition rules set, regular or from user data source, obtain described analysis data in real time.
The analysis data of acquisition are integrated by S104, and as a contact voice, daily record, business information arranges by communication serial number.
S105, determine one link up user data source in serial number whether with analysis template matches; If coupling, perform step S106; If do not mated, perform step S109;
S106, stamps match flag and matching degree, uses this analysis template to obtain from the user data source this communication serial number and analyzes data;
S107, carries out semantic analysis to the analysis data obtained, thus knows the details analyzed in data, to complete analysis task;
S108, determines that whether the user data source of all communication serial numbers is complete all by analysis, if do not had, then continues to perform step S105; Otherwise data analysis terminates, export analysis result;
S109, if do not mated, is optimized this analysis template.
The data analysing method for liaison centre that the present embodiment provides, by by all kinds of means, the business datum analysis of various dimensions, can be supplied to liaison centre's operation and even enterprise operation comprehensively, accurate problem discover and suggestion, be in particular in:
User behavior analysis can be carried out to contact center users daily record, user CRM Data Integration, thus provide user individual Voice Navigation and marketing recommend, improve user market hit rate, improve customer satisfaction;
Can to liaison centre's automatic service, turn manual service log analysis, provide voice navigation menu Optimizing Suggestions and seat to arrange an order according to class and grade suggestion, improve customer satisfaction, reduce liaison centre's personnel cost;
Semantic intellectual analysis (comprise voice lard speech with literary allusions word) can be passed through, gradual in-depth analysis customer complaint, the question classification that business consultation is relevant, the problem of Timeliness coverage enterprise.Simultaneously to the multianalysis of recording, assessing seat person works quality of robotization, improves the various drawbacks of artificial quality inspection selective examination;
By business datum analysis by all kinds of means, the hot issue of user, trend analysis can be provided, for enterprise operation provides decision data to support, also can be used as the emphasis of follow-up customer service seat staff training content.
In addition, this data analysing method based on cloud computing, thus can make full use of the existing hardware resource of enterprise, reduces costs.
Accordingly, as shown in Figure 3, embodiments of the invention also provide a kind of data analysis set-up for liaison centre, comprising:
Set up unit 310, for setting up corresponding analysis template according to analysis task, described analysis template comprises the acquisition rule analyzing data, and wherein, described analysis data are for completing the raw data required for described analysis task;
Acquiring unit 312, for obtaining described analysis data according to described analysis template from user data source;
Analytic unit 314, for carrying out semantic analysis, to complete described analysis task to the described analysis data obtained.
The data analysis set-up for liaison centre that the embodiment of the present invention provides, setting up unit 310 can analysis template corresponding to Establishment and analysis task, acquiring unit 312 has obtained the analysis data required for analysis task by analysis template from user data source, by analytic unit 314, semantic analysis is carried out to the analysis data obtained again, thus complete described analysis task.So just according to the concrete needs of each analysis task, directly can extract the analysis data meeting and preset and obtain rule from user data source, and analyze a large amount of user profile from these analysis data.Contain much information because the data in user data source are full and accurate, the acquisition rule according to analyzing in template can obtain required analysis data again rapidly and accurately, thus substantially increases data analysis efficiency and the data analysis accuracy of liaison centre.
Optionally, user data source can comprise user and contact data source, also can comprise business record data source.Wherein, described user contacts data source and comprises following at least one: interactive voice answering IVR data or daily record, mail interaction data or daily record, short message interacting data or daily record, microblogging interaction data or daily record, micro-letter interaction data or daily record, net Room interaction data or daily record; Business record data source can comprise following at least one: business is complained single, business handling list, traffic failure list, CRM data.
Optionally, this device also can comprise adjustment unit, for according to the change of described user data source and the change of described analysis task, adjusts described analysis template.
Further, the data analysis set-up for liaison centre that the embodiment of the present invention provides also can comprise determining unit, for determining whether described analysis template mates with described user data source;
So acquiring unit 312, can specifically for determining that in determining unit described analysis template is mated with described user data source, from user data source, obtain described analysis data according to described analysis template.
Although be example object, disclose the preferred embodiments of the present invention, it is also possible for those skilled in the art will recognize various improvement, increase and replacement, and therefore, scope of the present invention should be not limited to above-described embodiment.
Claims (10)
1. for a data analysing method for liaison centre, it is characterized in that, comprising:
Set up corresponding analysis template according to analysis task, described analysis template comprises the acquisition rule analyzing data, and wherein, described analysis data are for completing the raw data required for described analysis task;
From user data source, described analysis data are obtained by described analysis template;
Semantic analysis is carried out, to complete described analysis task to the described analysis data obtained.
2. method according to claim 1, is characterized in that, after the described analysis template corresponding according to analysis task foundation, described method also comprises:
According to the change of described user data source and the change of described analysis task, adjust described analysis template.
3. method according to claim 1, is characterized in that, described user data source comprises user and contacts data source and/or business record data source.
4. method according to claim 3, it is characterized in that, described user contacts data source and comprises following at least one: interactive voice answering IVR data or daily record, mail interaction data or daily record, short message interacting data or daily record, microblogging interaction data or daily record, micro-letter interaction data or daily record, net Room interaction data or daily record;
Described business record data source comprises following at least one: business is complained single, business handling list, traffic failure list, manageming contacts CRM data.
5. method according to claim 1, is characterized in that, described set up corresponding analysis template according to analysis task after, described from user data source, obtain described analysis data by described analysis template before, described method also comprises:
Determine whether described analysis template mates with described user data source;
Describedly from user data source, obtain described analysis data by described analysis template and specifically comprise:
When determining that described analysis template is mated with described user data source, from user data source, obtain described analysis data by described analysis template.
6. for a data analysis set-up for liaison centre, it is characterized in that, comprising:
Set up unit, for setting up corresponding analysis template according to analysis task, described analysis template comprises the acquisition rule analyzing data, and wherein, described analysis data are for completing the raw data required for described analysis task;
Acquiring unit, for obtaining described analysis data by described analysis template from user data source;
Analytic unit, for carrying out semantic analysis, to complete described analysis task to the described analysis data obtained.
7. device according to claim 6, is characterized in that, also comprises adjustment unit, for according to the change of described user data source and the change of described analysis task, adjusts described analysis template.
8. device according to claim 6, is characterized in that, described user data source comprises user and contacts data source and/or business record data source.
9. device according to claim 8, it is characterized in that, described user contacts data source and comprises following at least one: interactive voice answering IVR data or daily record, mail interaction data or daily record, short message interacting data or daily record, microblogging interaction data or daily record, micro-letter interaction data or daily record, net Room interaction data or daily record;
Described business record data source comprises following at least one: business is complained single, business handling list, traffic failure list, manageming contacts CRM data.
10. device according to claim 6, is characterized in that, also comprises:
Determining unit, for determining whether described analysis template mates with described user data source;
Described acquiring unit, specifically for determining that described analysis template is mated with described user data source in described determining unit, obtains described analysis data by described analysis template from user data source.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410223078.XA CN105096022A (en) | 2014-05-23 | 2014-05-23 | Data analysis method and device used for contact center |
| PCT/CN2014/084749 WO2015176404A1 (en) | 2014-05-23 | 2014-08-19 | Data analysis method and device for contact center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201410223078.XA CN105096022A (en) | 2014-05-23 | 2014-05-23 | Data analysis method and device used for contact center |
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| CN105096022A true CN105096022A (en) | 2015-11-25 |
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| CN201410223078.XA Withdrawn CN105096022A (en) | 2014-05-23 | 2014-05-23 | Data analysis method and device used for contact center |
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| WO (1) | WO2015176404A1 (en) |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP2315167A1 (en) * | 2009-09-30 | 2011-04-27 | Alcatel Lucent | Artistic social trailer based on semantic analysis |
| CN102298598A (en) * | 2010-06-23 | 2011-12-28 | 潘晓梅 | Method and device for analyzing patent information |
| CN102708096A (en) * | 2012-05-29 | 2012-10-03 | 代松 | Network intelligence public sentiment monitoring system based on semantics and work method thereof |
| CN103309948A (en) * | 2013-05-20 | 2013-09-18 | 携程计算机技术（上海）有限公司 | System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101645067A (en) * | 2008-08-05 | 2010-02-10 | 北京大学 | Method for predicting hot forum in forum collection |
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2014
- 2014-05-23 CN CN201410223078.XA patent/CN105096022A/en not_active Withdrawn
- 2014-08-19 WO PCT/CN2014/084749 patent/WO2015176404A1/en active Application Filing
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP2315167A1 (en) * | 2009-09-30 | 2011-04-27 | Alcatel Lucent | Artistic social trailer based on semantic analysis |
| CN102298598A (en) * | 2010-06-23 | 2011-12-28 | 潘晓梅 | Method and device for analyzing patent information |
| CN102708096A (en) * | 2012-05-29 | 2012-10-03 | 代松 | Network intelligence public sentiment monitoring system based on semantics and work method thereof |
| CN103309948A (en) * | 2013-05-20 | 2013-09-18 | 携程计算机技术（上海）有限公司 | System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center |
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| WO2015176404A1 (en) | 2015-11-26 |
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