CN105809472A - Multi-channel investigation method and system - Google Patents
Multi-channel investigation method and system Download PDFInfo
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- CN105809472A CN105809472A CN201610104222.7A CN201610104222A CN105809472A CN 105809472 A CN105809472 A CN 105809472A CN 201610104222 A CN201610104222 A CN 201610104222A CN 105809472 A CN105809472 A CN 105809472A
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Abstract
The invention discloses a multi-channel investigation method and is applied to a multi-channel investigation system. The system comprises a background server and at least two investigation terminals connected with the background server. The multi-channel investigation method comprises the following steps: the background server configuring an investigation theme and problem content to generate an investigation questionnaire; the background server, according to a preset rule, pushing the investigation questionnaire to the corresponding investigation terminal; the investigation terminals feeding an investigation result to the background server; the background server acquiring and identifying the investigation result; and the background server generating a statistical list. According to the invention, integration of multi-channel investigation modes is realized, the background server pushes the investigation questionnaire to the corresponding investigation terminals according to the preset rule, and a client can select a proper investigation terminal according to his own condition, such that the investigation efficiency is improved, the investigation cost is decreased, and client experience is improved. The invention further discloses a multi-channel investigation system.
Description
Technical field
The present invention relates to technical field of data processing, particularly to one investigation method by all kinds of means and system.
Background technology
At present, client is carried out questionnaire survey, return visit by main use manual telephone system.The time initiating phone to client due to contact staff is likely to improper (such as client drives just in session or), and therefore, this type of phone can be regarded as harassing call, the investigation efficiency of extreme influence financial institution and customer experience by client.Along with the development of network technology, the application mode such as wechat, WAP, APP also begins to be applied to the field such as questionnaire survey, return visit, but these modes is not combined at present, causes that investigation method is single, it is impossible to meet the demand of different client's difference occasion.
Summary of the invention
Technical problem solved by the invention is in that to provide one investigation method by all kinds of means, for client is carried out questionnaire survey, return visit, is conducive to improving investigation efficiency, saves research cost, promote customer experience.
For solving above-mentioned technical problem, the present invention adopts technical scheme as described below.
One is investigation method by all kinds of means, for one investigating system by all kinds of means, this system include a background server and be connected with described background server at least two investigation terminal, this by all kinds of means investigation method comprise the following steps:
Background server configuration survey subject and problem content, generate questionnaire；
Questionnaire is pushed to according to default rule and investigates terminal accordingly by background server；
Survey result is fed back to described background server by investigation terminal；
Background server gathers, identifies survey result；
Background server generates statistics list.
Further, background server monitors investigation state after questionnaire being pushed to corresponding investigation terminal according to default rule, if not receiving the survey result of survey terminal within the default time, then questionnaire is pushed to other investigation terminal again.
Further, when background server collection, identification survey result, if None-identified carrys out the survey result of survey terminal, just questionnaire is pushed to other investigation terminal.
Further, the questionnaire of generation is converted to speech form and is sent to investigation terminal by background server, and receives the survey result of the speech form of survey terminal, then this survey result is converted to textual form.
Further, survey result is sent to and investigates terminal accordingly after generating statistics list by background server.
Technical problem solved by the invention also resides in offer one investigating system by all kinds of means, for client is carried out questionnaire survey, return visit, is conducive to improving investigation efficiency, saves research cost, promote customer experience.
For solving above-mentioned technical problem, the present invention adopts technical scheme as described below.
One is investigating system by all kinds of means, including a background server and be connected with described background server at least two investigation terminal, described background server includes problematic arrangement module, questionnaire pushing module, survey information acquisition module, statistical module, wherein:
Problematic arrangement module is used for configuring survey subject and problem content, generates questionnaire；
Questionnaire pushing module investigates terminal accordingly for being pushed to according to default rule by the questionnaire of problematic arrangement module generation；
Survey information acquisition module is for gathering, identify the survey result of survey terminal；
The survey result that statistical module sends for statistical inquiry information acquisition module and comes.
Further, survey information acquisition module is additionally operable to monitoring investigation state, if survey information acquisition module does not receive the survey result of survey terminal within the default time, this survey information acquisition module controls this questionnaire pushing module and questionnaire is pushed to other investigation terminal.
Further, if described survey information acquisition module None-identified carrys out the survey result of survey terminal, just questionnaire is pushed to other investigation terminal by notice questionnaire pushing module.
Further, the questionnaire that described problematic arrangement module generates is converted to speech form, and described survey information acquisition module identification carrys out the speech form survey result of survey terminal, and this survey result is converted to textual form is sent to statistical module.
Further, statistical module is additionally operable to that survey result is sent to questionnaire pushing module and investigates terminal accordingly to be pushed to.
The Advantageous Effects of the present invention is in that: the investigation method by all kinds of means of the present invention is investigated by all kinds of means for one, it includes a background server and at least two investigation terminal being connected with described background server, present invention achieves the fusion of investigation method by all kinds of means, questionnaire is pushed to according to default rule and investigates terminal accordingly by background server, client can select suitable investigation terminal according to own situation, improve investigation efficiency, saved research cost, improve customer experience.
Accompanying drawing explanation
Fig. 1 is the flow chart of the investigation method by all kinds of means of better embodiment.
Fig. 2 is the functional block diagram of the investigating system by all kinds of means of better embodiment.
Detailed description of the invention
For making those of ordinary skill in the art be more clearly understood from the object, technical solutions and advantages of the present invention, below in conjunction with drawings and Examples, the present invention is further elaborated.
The invention discloses one investigation method by all kinds of means, can be used for one investigating system by all kinds of means, this system includes a background server and at least two investigation terminal being connected with described background server.The channel of questionnaire survey can be wechat, WAP site, APP program, note, IVR service (InteractiveVoiceResponse and interactive voice answering) etc., generally, WAP site and wechat channel can adopt H5 web technologies support to complete questionnaire on the mobile apparatus.Wechat channel requires that client pays close attention to corresponding micro-signal, and WAP site channel requires that client must have reserved phone number, and the self-insurance part that IVR services channels are generally used for business personnel is promoted.Each application that can be used for carrying out questionnaire survey is all referred to as a kind of investigation terminal.Shown in Fig. 1, this by all kinds of means investigation method comprise the following steps:
S10, background server configuration survey subject and problem content, generate questionnaire.
It is generally required to arrange different survey subjects according to different client's classifications (such as new client, frequent customer), as at insurance field, the survey of demands mainly for new client and the customer satisfaction survey mainly for frequent customer.The present invention can allow client that questionnaire exercise question to be selected by single choice, multiselect or open answer.This questionnaire is generally textual form, and certainly, in order to facilitate user to reply, questionnaire can also be converted to speech form by this background server.
S20, questionnaire is pushed to according to default rule and investigates terminal accordingly by background server.
Background server sets up the rule of propelling movement questionnaire by the theme of questionnaire survey, plan control time, plan investigation number of times, plan investigator's situation etc..Such as, regulation according to national insurance supervision and management committee, the return visit process of declaration form of newly accepting insurance must omnidistance be recorded, and the questionnaire of this theme is only suitable only for the channel of sound-recording function, such as APP program, IVR service, wechat etc., therefore, this type of questionnaire can be pushed to the investigation terminal of the APP program that is mounted with, IVR service, wechat questionnaire.The time such as investigated again, in order to not affect Client Work, this type of questionnaire can be pushed to the investigation terminal of the APP program that is mounted with, IVR service, wechat questionnaire, facilitates the time that client is suitable for from main separation to fill in questionnaire by day.
S30, survey result is fed back to described background server by investigation terminal.
Client selects suitable channel to answer questionnaire in investigation terminal according to the practical situation of oneself, and is sent to background server.
S40, background server collection, identification survey result.
When background server collection, identification survey result, if None-identified carrys out the survey result of survey terminal, just questionnaire is pushed to other investigation terminal.Such as, if client by wechat voice response questionnaire, and survey information acquisition module cannot accurately identify the speech form survey result from this investigation terminal, then this questionnaire is pushed to the investigation terminal of IVR service, again answers questionnaire for client.
Preferably, background server also can monitor investigation state after questionnaire being pushed to corresponding investigation terminal according to default rule, if not receiving the survey result of survey terminal within the default time, then questionnaire is pushed to other investigation terminal.Such as, questionnaire was sent to client by wechat channel originally, and client does not connect network, therefore all without replying this questionnaire within 1 day time, then now with note form, questionnaire can be sent to client.
It should be understood that in some special situations, attempted multiple channel and still cannot gather, identify survey result, then operator attendance can be allowed to get involved.
S50, background server generates statistics list.
After the investigation of a theme is fully completed, background server can generate statistics list.Generally, if the survey result carrying out survey terminal is speech form, then this survey result also can be converted to textual form for statistics by background server.In order to promote customer experience, survey result can also be sent to corresponding investigation terminal and check survey result for client by background server.
The investigation method by all kinds of means of the present invention is investigated by all kinds of means for one, it includes a background server and at least two investigation terminal being connected with described background server, present invention achieves the fusion of investigation method by all kinds of means (such as wechat channel, WAP site channel, APP program channel, note channel, IVR services channels etc.), questionnaire is pushed to according to default rule and investigates terminal accordingly by background server, client can select suitable investigation terminal according to own situation, improve investigation efficiency, save research cost, improve customer experience.
The invention also discloses one investigating system by all kinds of means, shown in Fig. 2, it includes a background server 10 and at least two investigation terminal 20 being connected with described background server 10.The channel of questionnaire survey can be wechat, WAP site, APP program, note, IVR service (InteractiveVoiceResponse and interactive voice answering) etc., generally, WAP site and wechat channel can adopt H5 web technologies support to complete questionnaire on the mobile apparatus.Wechat channel requires that client pays close attention to corresponding micro-signal, and WAP site channel requires that client must have reserved phone number, and the self-insurance part that IVR services channels are generally used for business personnel is promoted.Each application that can be used for carrying out questionnaire survey is all referred to as a kind of investigation terminal 20.Described background server 10 includes problematic arrangement module 11, questionnaire pushing module 12, survey information acquisition module 13, statistical module 14, wherein:
Problematic arrangement module 11 is used for configuring survey subject and problem content, generates questionnaire.It is generally required to arrange different survey subjects according to different client's classifications (such as new client, frequent customer), as at insurance field, the survey of demands mainly for new client and the customer satisfaction survey mainly for frequent customer.The present invention can allow client that questionnaire exercise question to be selected by single choice, multiselect or open answer.This questionnaire is generally textual form, and of course for facilitating user to reply, questionnaire can be converted to speech form and be sent to questionnaire pushing module 12 by this problematic arrangement module 11.
Questionnaire pushing module 12 is pushed to corresponding investigation terminal 20 for questionnaire problematic arrangement module 11 generated according to default rule.Generally, WAP site and wechat channel can adopt H5 web technologies support to complete questionnaire on the mobile apparatus.Wechat channel requires that client pays close attention to corresponding micro-signal, and WAP site channel requires that client must have reserved phone number, and the self-insurance part that IVR services channels are generally used for business personnel is promoted.
Questionnaire pushing module 12 can set up the rule of propelling movement questionnaire by the theme of questionnaire survey, plan control time, plan investigation number of times, plan investigator's situation etc..Such as, regulation according to national insurance supervision and management committee, the return visit process of declaration form of newly accepting insurance must omnidistance be recorded, and the questionnaire of this theme is only suitable only for the channel of sound-recording function, such as APP program, IVR service, wechat etc., therefore, this type of questionnaire can be pushed to the investigation terminal 20 of the APP program that is mounted with, IVR service, wechat questionnaire.The time such as investigated again, in order to not affect Client Work, this type of questionnaire can be pushed to the investigation terminal 20 of the APP program that is mounted with, IVR service, wechat questionnaire, facilitates the time that client is suitable for from main separation to fill in questionnaire by day.
Survey information acquisition module 13 is for gathering, identify the survey result of survey terminal 20.If described survey information acquisition module 13 None-identified carrys out the survey result of survey terminal 20, just questionnaire is pushed to other investigation terminal 20 by notice questionnaire pushing module 12.Such as, if client is questionnaire by wechat voice response, and survey information acquisition module 13 cannot accurately identify the speech form survey result from this investigation terminal 20, then this questionnaire is pushed to the investigation terminal 20 of IVR service, again answers questionnaire for client.Generally, if the survey result carrying out survey terminal 20 is speech form, then this survey result to be also converted to textual form and be sent to statistical module 14 by survey information acquisition module 13.
Preferably, the survey information acquisition module 13 of the present invention can be used for monitoring investigation state, if survey information acquisition module 13 does not receive the survey result of survey terminal 20 within the default time, this survey information acquisition module 13 controls this questionnaire pushing module 12 and questionnaire is pushed to other investigation terminal 20.Such as, questionnaire was sent to client by wechat channel originally, and client does not connect network, therefore all without replying this questionnaire within 1 day time, then now with note form, questionnaire can be sent to client.
The survey result that statistical module 14 sends for statistical inquiry information acquisition module 13.In order to promote customer experience, statistical module 14, it is generally required to survey result is sent to questionnaire pushing module 12, allows questionnaire pushing module 12 that survey result is pushed to corresponding investigation terminal 20 and checks for client.
It should be understood that in some special situations, attempted multiple channel and still cannot gather, identify survey result, then operator attendance can be allowed to get involved.
The investigating system by all kinds of means of the present invention includes a background server 10 and at least two investigation terminal 20 being connected with described background server 10, present invention achieves the fusion of investigation method by all kinds of means (such as wechat channel, WAP site channel, APP program channel, note channel, IVR services channels etc.), questionnaire is pushed to corresponding investigation terminal 20 according to default rule by background server 10, client can select suitable investigation terminal 20 according to own situation, improve investigation efficiency, save research cost, improve customer experience.
These are only the preferred embodiments of the present invention, but not the present invention is done any pro forma restriction.Those skilled in the art can impose various equivalent change and improvement, all equivalent variations done in right or modification on the basis of above-described embodiment, all should fall within protection scope of the present invention.
Claims (10)
1. an investigation method by all kinds of means, for one investigating system by all kinds of means, including background server and at least two investigation terminal that is connected with described background server, it is characterised in that this by all kinds of means investigation method comprise the following steps:
Background server configuration survey subject and problem content, generate questionnaire；
Questionnaire is pushed to according to default rule and investigates terminal accordingly by background server；
Survey result is fed back to described background server by investigation terminal；
Background server gathers, identifies survey result；And
Background server generates statistics list.
2. investigation method by all kinds of means as claimed in claim 1, it is characterized in that, background server also can monitor investigation state after questionnaire being pushed to corresponding investigation terminal according to default rule, if not receiving the survey result of survey terminal within the default time, questionnaire can be pushed to other investigation terminal by background server again.
3. investigation method by all kinds of means as claimed in claim 1, it is characterised in that when background server collection, identification survey result, if None-identified carrys out the survey result of survey terminal, questionnaire is just pushed to other investigation terminal by background server again.
4. investigation method by all kinds of means as claimed in claim 1, it is characterized in that, the questionnaire of generation is converted to speech form and is sent to investigation terminal by background server, and receives the survey result of the speech form of survey terminal, then this survey result is converted to textual form.
5. investigation method by all kinds of means as claimed in claim 1, it is characterised in that background server generates survey result to be sent to after adding up list investigates terminal accordingly.
6. an investigating system by all kinds of means, it is characterized in that, this by all kinds of means investigating system include a background server and be connected with described background server at least two investigation terminal, described background server includes problematic arrangement module, questionnaire pushing module, survey information acquisition module, statistical module, wherein:
Problematic arrangement module is used for configuring survey subject and problem content, generates questionnaire；
Questionnaire pushing module investigates terminal accordingly for being pushed to according to default rule by the questionnaire of problematic arrangement module generation；
Survey information acquisition module is for gathering, identify the survey result of survey terminal；
The survey result that statistical module sends for statistical inquiry information acquisition module and comes.
7. investigating system by all kinds of means as claimed in claim 6, it is characterized in that, described survey information acquisition module is additionally operable to monitoring investigation state, if survey information acquisition module does not receive the survey result of survey terminal within the default time, this survey information acquisition module controls this questionnaire pushing module and questionnaire is pushed to other investigation terminal again.
8. investigating system by all kinds of means as claimed in claim 6, it is characterized in that, when described survey information acquisition module None-identified carrys out the survey result of survey terminal, described survey information acquisition module is additionally operable to notice questionnaire pushing module and questionnaire is pushed to other investigation terminal again.
9. investigating system by all kinds of means as claimed in claim 6, it is characterized in that, described problematic arrangement module is additionally operable to the questionnaire of generation is converted to speech form, described survey information acquisition module identification carrys out the speech form survey result of survey terminal, and this survey result is converted to textual form is sent to statistical module.
10. investigating system by all kinds of means as claimed in claim 6, it is characterised in that statistical module is additionally operable to that survey result is sent to questionnaire pushing module and investigates terminal accordingly to be pushed to.
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Cited By (15)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106503443A (en) * | 2016-10-25 | 2017-03-15 | 南京鼓楼医院 | A kind of mobile phone A PP monitoring method |
| CN107835231A (en) * | 2017-10-19 | 2018-03-23 | 平安科技（深圳）有限公司 | The processing method and terminal device of feedback information |
| CN107871199A (en) * | 2017-07-25 | 2018-04-03 | 平安科技（深圳）有限公司 | New contract declaration form pays a return visit method, apparatus and storage medium |
| CN108038719A (en) * | 2017-12-06 | 2018-05-15 | 企创创（广州）科技有限公司 | A kind of market service investigation system based on internet |
| CN108269098A (en) * | 2017-03-15 | 2018-07-10 | 平安科技（深圳）有限公司 | New contract pays a return visit control system and method |
| CN108335212A (en) * | 2017-04-10 | 2018-07-27 | 平安科技（深圳）有限公司 | Questionnaire method and device |
| WO2018196354A1 (en) * | 2017-04-25 | 2018-11-01 | 平安科技（深圳）有限公司 | Insurance document pushing method and apparatus, and computer-readable storage medium |
| CN109102329A (en) * | 2018-07-27 | 2018-12-28 | 索信市场咨询(北京)有限公司 | A kind of data sampling and processing and analysis application method and device |
| CN109902250A (en) * | 2019-01-14 | 2019-06-18 | 平安科技（深圳）有限公司 | Sharing method, sharing means, computer equipment and the storage medium of questionnaire survey |
| CN110033330A (en) * | 2019-04-18 | 2019-07-19 | 北京思特奇信息技术股份有限公司 | Evaluation of Customer Satisfaction Degree method, system, storage medium and computer equipment |
| CN111429983A (en) * | 2020-04-24 | 2020-07-17 | 北京六糖城科技有限公司 | Supplementary research system of psychology scale |
| CN112000412A (en) * | 2020-08-20 | 2020-11-27 | 中国建设银行股份有限公司 | Data acquisition method, device, equipment and storage medium |
| CN113312575A (en) * | 2021-05-27 | 2021-08-27 | 上海众言网络科技有限公司 | Information processing method for questionnaire data distribution |
| CN114187048A (en) * | 2021-12-14 | 2022-03-15 | 南京佰宏卓越科技有限公司 | Customer data analysis and management system |
| CN117998151A (en) * | 2024-01-16 | 2024-05-07 | 清华大学 | Method and system for automatically generating fused media questionnaire based on emotion analysis |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106503443A (en) * | 2016-10-25 | 2017-03-15 | 南京鼓楼医院 | A kind of mobile phone A PP monitoring method |
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| CN107871199A (en) * | 2017-07-25 | 2018-04-03 | 平安科技（深圳）有限公司 | New contract declaration form pays a return visit method, apparatus and storage medium |
| CN107871199B (en) * | 2017-07-25 | 2021-07-13 | 平安科技（深圳）有限公司 | New contract policy return visit method, device and storage medium |
| CN107835231A (en) * | 2017-10-19 | 2018-03-23 | 平安科技（深圳）有限公司 | The processing method and terminal device of feedback information |
| CN107835231B (en) * | 2017-10-19 | 2020-01-03 | 平安科技（深圳）有限公司 | Feedback information processing method and terminal equipment |
| CN108038719A (en) * | 2017-12-06 | 2018-05-15 | 企创创（广州）科技有限公司 | A kind of market service investigation system based on internet |
| CN109102329A (en) * | 2018-07-27 | 2018-12-28 | 索信市场咨询(北京)有限公司 | A kind of data sampling and processing and analysis application method and device |
| CN109902250A (en) * | 2019-01-14 | 2019-06-18 | 平安科技（深圳）有限公司 | Sharing method, sharing means, computer equipment and the storage medium of questionnaire survey |
| CN110033330A (en) * | 2019-04-18 | 2019-07-19 | 北京思特奇信息技术股份有限公司 | Evaluation of Customer Satisfaction Degree method, system, storage medium and computer equipment |
| CN111429983A (en) * | 2020-04-24 | 2020-07-17 | 北京六糖城科技有限公司 | Supplementary research system of psychology scale |
| CN112000412A (en) * | 2020-08-20 | 2020-11-27 | 中国建设银行股份有限公司 | Data acquisition method, device, equipment and storage medium |
| CN113312575A (en) * | 2021-05-27 | 2021-08-27 | 上海众言网络科技有限公司 | Information processing method for questionnaire data distribution |
| CN114187048A (en) * | 2021-12-14 | 2022-03-15 | 南京佰宏卓越科技有限公司 | Customer data analysis and management system |
| CN117998151A (en) * | 2024-01-16 | 2024-05-07 | 清华大学 | Method and system for automatically generating fused media questionnaire based on emotion analysis |
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