CN107231495B - Automatic maintenance method and device for customer identification and computer readable storage medium - Google Patents
Automatic maintenance method and device for customer identification and computer readable storage medium Download PDFInfo
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- CN107231495B CN107231495B CN201710480786.5A CN201710480786A CN107231495B CN 107231495 B CN107231495 B CN 107231495B CN 201710480786 A CN201710480786 A CN 201710480786A CN 107231495 B CN107231495 B CN 107231495B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4931—Directory assistance systems
- H04M3/4935—Connection initiated by DAS system
Abstract
The invention provides a method, equipment and a computer readable storage medium for automatic maintenance of customer identification, wherein the method comprises the following steps: when an incoming call is detected, identifying a client number; when the identification of the client number fails, acquiring alternative identification data of the user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number; the alternative identification data comprises a certificate number and a card number of a user; and when the incoming call of the client number is detected and identified, verifying the alternative data corresponding to the client number, and when the verification is passed, feeding back the information of the alternative identification client. According to the method and the device, the optional identification data of the client is required to be acquired according to the condition that the current incoming call identification fails, the client can automatically enter the line operation data, the client data maintenance is automatically completed, and the identification rate is improved.
Description
Technical Field
The invention relates to the technical field of customer information management, in particular to a customer identification automatic maintenance method, equipment and a computer readable storage medium.
Background
Currently, when a user dials a customer service number to obtain a customer service, a background server of the customer service identifies the customer number to determine the identity information of the customer. Because the customer data in the customer service background server is from the customer information system (such as CIF2), and the data in the customer information system is from each professional company, because the data source channels are different and the registration data that the customer may use is different, one number may correspond to a plurality of customers (customer numbers), and the unique customer cannot be located, the number identification result cannot be used, and the subsequent customer service experience is affected.
For example, when the registration information is filled in, both family member a and family member B of the same family write the same mobile phone number. When the family member A calls the customer service by using the mobile phone number, the customer service can identify the family member A; if the next time the family member B calls the customer service by using the mobile phone number, the customer service can also identify the family member A, but not the actual family member B.
Accordingly, the prior art is yet to be improved and developed.
Disclosure of Invention
In view of the foregoing disadvantages of the prior art, an object of the present invention is to provide a method, a device, and a computer-readable storage medium for automatic maintenance of customer identification, which are used to solve the problem in the prior art that data in a customer information system is from professional companies, and because data sources are different and registered data that may be used by customers are different, one number may correspond to a plurality of customer numbers, and a unique customer cannot be located.
In order to achieve the purpose, the invention adopts the following technical scheme:
a customer identification automatic maintenance method, wherein the method comprises the steps of:
when an incoming call is detected, identifying a client number;
when the identification of the client number fails, acquiring alternative identification data of the user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number to obtain alternative identification client information; the optional identification data comprises a certificate number and a card number of a user, and the optional identification client information comprises the optional identification data and a corresponding client number; and when the incoming call of the client number is detected and identified, verifying the alternative data corresponding to the client number, and when the verification is passed, feeding back the information of the alternative identification client.
The automatic maintenance method for the client identification is characterized in that the step of identifying the client number when the incoming call is detected comprises the following steps:
when an incoming call is detected, acquiring a client number of the incoming call;
acquiring whether a number which is the same as a client number exists in an original number table and an alternative number table stored in a central database;
and when the original number table and the alternative number table have no numbers which are the same as the client numbers, judging that the identification of the client numbers fails.
The automatic maintenance method for the client identification comprises the following steps of verifying alternative data corresponding to a client number when an incoming call of the client number is detected and identified, and feeding back alternative identification client information when the client number passes the verification:
when an incoming call of a client number is detected and identified, whether the number of original clients corresponding to the client number is equal to 1 or not is judged;
when the number of the original clients corresponding to the client number is equal to 1, returning the information of the original clients;
when the number of the original customers corresponding to the customer number is not equal to 1, judging whether the original customer information corresponding to the customer number is in the customer account number range of the central database or not;
when the original customer information is in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is equal to 1 or not;
when the number of the alternative customers is equal to 1, the alternative data corresponding to the customer number passes the verification and returns the information of the alternative customers;
when the number of alternative clients is not equal to 1, the native client information is returned.
The automatic maintenance method for the client identification comprises the following steps of verifying alternative data corresponding to a client number when an incoming call of the client number is detected and identified, and feeding back alternative identification client information when the client number passes the verification: when detecting and identifying the incoming call of the client number, acquiring an original number identification client list;
judging whether the number of the native identification VIP clients corresponding to the client number is equal to 1 or not;
when the number of the native identification VIP clients is equal to 1, returning the native identification client information;
when the number of the native identification VIP clients is not equal to 1, acquiring an alternative number table, and judging whether the native identification VIP client information is in the range of the client account number of the central database;
when the original identification VIP customer information is in the customer account number range of the central database, acquiring the number of alternative identification VIP customers, and judging whether the number of alternative identification VIP customers is equal to 1 or not;
when the number of alternative identification VIP clients is equal to 1, the alternative data corresponding to the client number passes the verification, and the alternative identification client information is returned;
when the number of the alternative identification VIP clients is not equal to 1, returning the original identification client information;
when the number of the native identification VIP customers is not in the customer account range of the central database, judging whether the alternative identification VIP customer information is in the customer account range of the central database;
when the alternative identification VIP customer information is in the customer account number range of the central database, the alternative data corresponding to the customer number passes verification, and the alternative identification customer information is returned;
and when the number of the alternative identification VIP clients is within the range of the client accounts of the central database, the process is exited.
According to the client identification automatic maintenance method, the original numbers in the original number table are obtained from a CIF2 database through golden gate synchronization, and the alternative numbers in the alternative number table are obtained from a CSI database through TJS script synchronization.
A customer identification automatic maintenance device, wherein the customer identification automatic maintenance device comprises a processor, a memory, and a communication bus;
the communication bus is used for realizing connection communication between the processor and the memory;
the processor is configured to execute a customer identification automatic maintenance program stored in the memory to perform the steps of:
when an incoming call is detected, identifying a client number;
when the identification of the client number fails, acquiring alternative identification data of the user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number to obtain alternative identification client information; the optional identification data comprises a certificate number and a card number of a user, and the optional identification client information comprises the optional identification data and a corresponding client number; and when the incoming call of the client number is detected and identified, verifying the alternative data corresponding to the client number, and when the verification is passed, feeding back the information of the alternative identification client.
The customer identification automatic maintenance device, wherein when detecting an incoming call, the step of identifying the customer number comprises:
when an incoming call is detected, acquiring a client number of the incoming call;
acquiring whether a number which is the same as a client number exists in an original number table and an alternative number table stored in a central database;
and when the original number table and the alternative number table have no numbers which are the same as the client numbers, judging that the identification of the client numbers fails.
The customer identification automatic maintenance device, wherein, when detecting and identifying the incoming call of the customer number, the customer identification automatic maintenance device verifies the alternative data corresponding to the customer number, and when the customer number passes the verification, the step of feeding back the information of the alternative identification customer comprises:
when an incoming call of a client number is detected and identified, whether the number of original clients corresponding to the client number is equal to 1 or not is judged;
when the number of the original clients corresponding to the client number is equal to 1, returning the information of the original clients;
when the number of the original customers corresponding to the customer number is not equal to 1, judging whether the original customer information corresponding to the customer number is in the customer account number range of the central database or not;
when the original customer information is in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is equal to 1 or not;
when the number of the alternative customers is equal to 1, the alternative data corresponding to the customer number passes the verification and returns the information of the alternative customers;
when the number of alternative clients is not equal to 1, the native client information is returned.
The customer identification automatic maintenance device, wherein, when detecting and identifying the incoming call of the customer number, the customer identification automatic maintenance device verifies the alternative data corresponding to the customer number, and when the customer number passes the verification, the step of feeding back the information of the alternative identification customer comprises: when detecting and identifying the incoming call of the client number, acquiring an original number identification client list;
judging whether the number of the native identification VIP clients corresponding to the client number is equal to 1 or not;
when the number of the native identification VIP clients is equal to 1, returning the native identification client information;
when the number of the native identification VIP clients is not equal to 1, acquiring an alternative number table, and judging whether the native identification VIP client information is in the range of the client account number of the central database;
when the original identification VIP customer information is in the customer account number range of the central database, acquiring alternative identification VIP customer information, and judging whether the alternative identification VIP customer number is equal to 1 or not;
when the number of alternative identification VIP clients is equal to 1, the alternative data corresponding to the client number passes the verification, and the alternative identification client information is returned;
when the number of the alternative identification VIP clients is not equal to 1, returning the original identification client information;
when the native identification VIP customer information is not in the customer account range of the central database, judging whether the alternative identification VIP customer information is in the customer account range of the central database;
when the alternative identification VIP customer information is in the customer account number range of the central database, the alternative data corresponding to the customer number passes verification, and the alternative identification customer information is returned;
and when the alternative identification VIP customer information is within the customer account range of the central database, the process is exited.
A computer readable storage medium, wherein the computer readable storage medium stores one or more programs which are executable by one or more processors to perform the steps of the customer identification automatic maintenance method.
Has the advantages that: according to the automatic maintenance method and equipment for the customer identification and the computer readable storage medium, when the customer number identification fails, an IVR process is started, the corresponding relation between the alternative identification data and the incoming customer number is recorded, and after the customer enters the telephone again, the alternative identification data is used for performing supplementary identification on the data of which the number is identified as multiple customers. Aiming at the condition of failure of the current incoming call identification, the invention not only prompts the user that the incoming call number has no corresponding customer information as in the prior art, but also requires to acquire the optional identification data of the customer, thereby realizing the self-service incoming operation data of the customer, automatically finishing the customer data maintenance and improving the identification rate.
Drawings
FIG. 1 is a flow chart of a preferred embodiment of a method for automatic maintenance of customer identification according to the present invention.
Fig. 2 is a flowchart of a first embodiment of step S300 in the preferred embodiment of the method for automatic maintenance of customer identification according to the present invention.
Fig. 3 is a flowchart of a second embodiment of step S300 in the preferred embodiment of the method for automatic maintenance of customer identification according to the present invention.
FIG. 4 is a schematic diagram of an operating environment of a preferred embodiment of a customer identification automatic maintenance program according to the present invention.
FIG. 5 is a functional block diagram of a preferred embodiment of the automatic maintenance program for customer identification according to the present invention.
Detailed Description
The present invention provides a method, a device and a computer readable storage medium for automatic maintenance of customer identification, which will be described in further detail below with reference to the accompanying drawings and examples in order to make the objects, technical solutions and effects of the present invention clearer and clearer. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Please refer to fig. 1, which is a flowchart illustrating a method for automatic maintenance of customer identification according to a preferred embodiment of the present invention. As shown in fig. 1, the customer identification automatic maintenance method includes:
and step S100, when the incoming call is detected, identifying the client number.
In this embodiment, when the user dials a customer service number (e.g. 95511), that is, when the customer enters a line, the customer number of the customer needs to be identified, so as to complete identification of the customer identity, so as to facilitate further service of the customer.
S200, when the identification of the client number fails, acquiring alternative identification data of a user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number to obtain alternative identification client information; the optional identification data comprises a certificate number and a card number of a user, and the optional identification client information comprises the optional identification data and a corresponding client number.
In this embodiment, the failure of the identification of the client number refers to a registered client number, and when the identity information is further verified, the certificate number and the card number are found to be different from the last registered number. In order to understand the conditions under which this occurs, the following is illustrated by a specific example.
For example, when the registration information is filled in, both family member a and family member B of the same family write the same mobile phone number. When the family member A calls the customer service by using the mobile phone number, the customer service can identify the family member A after acquiring the certificate number and the card number fed back by the family member A; if the next time the family member B calls the customer service by using the mobile phone number, the customer service identifies that the family member A is not the family member after identifying the mobile phone number and the certificate number and the card number fed back by the family member B, and the customer service cannot accurately know that the family member B calls the customer service by using the mobile phone number. Under the condition, the condition that the identification of the client number fails can be vividly described.
When the identification of the client number fails, the alternative identification data of the user (the alternative identification data comprises the identification data such as the certificate number and the card number of the user) is obtained through an IVR process (namely interactive voice response), and the corresponding relation between the alternative identification data and the incoming client number is recorded. That is, at least an original number table and an alternative number table are required to be set in the central database of the customer service end to store the original customer information and the alternative customer information, respectively, that is, the original number table stores the original customer information, and the alternative number table stores the alternative customer information. More specifically, the native client information includes at least one piece of native identification data and a corresponding client number, and the alternative client information includes at least one piece of alternative identification data and a corresponding client number.
Step S300, when the incoming call of the client number is detected and identified, the alternative data corresponding to the client number is verified, and when the incoming call passes the verification, the alternative identification client information is fed back.
In this embodiment, when a further incoming call of the same client number is detected, the client number and the alternative data information further input by the user need to be verified. When the customer number and the alternative data information further input by the user are matched with the information in the original number table and the alternative number table included in the central database of the customer service end, the customer number and the alternative data information pass the verification after the matching is successful, and the alternative identification customer information is fed back when the customer number and the alternative data information pass the verification. Aiming at the condition of failure of the current incoming call identification, the invention not only prompts the user that the incoming call number has no corresponding customer information as in the prior art, but also requires to acquire the optional identification data of the customer, thereby realizing the self-service incoming operation data of the customer, automatically finishing the customer data maintenance and improving the identification rate.
Preferably, in the customer identification automatic maintenance method, the step S100 includes:
step S101, when an incoming call is detected, acquiring a client number of the incoming call;
step S102, whether a number which is the same as a customer number exists in an original number table and an alternative number table stored in a central database is obtained;
and step S103, judging that the identification of the client number fails when the original number table and the alternative number table have no numbers which are the same as the client number.
In this embodiment, when an incoming call is detected, not only the client number of the incoming call but also the certificate number and the card number of the user need to be acquired. When the information stored in the original number table stored in the central database is consistent with the customer number of the incoming call, the certificate number of the user and the card number, the customer is indicated to be a single customer, and the customer directly enters an IVR process (namely interactive voice response) to serve the customer.
When the information stored in the original number table stored in the central database is consistent with the customer number of the incoming call and is inconsistent with the certificate number and the card number of the user; and if the information stored in the column corresponding to the client number in the alternative number table is empty, judging that the identification of the client number fails. Through the verification, the incoming line identification rate of the customer can be effectively improved.
Specifically, as shown in fig. 2, in the method for automatic maintenance of customer identification, the first specific embodiment of the step S300 includes:
step S311, when the incoming call of the client number is detected and identified, whether the number of the original clients corresponding to the client number is equal to 1 is judged;
executing step S312 when the number of the primary clients corresponding to the client number is equal to 1, and executing step S313 when the number of the primary clients corresponding to the client number is not equal to 1;
step S312, returning the original customer information;
step S313, whether the original customer information corresponding to the customer number is in the customer account range of the central database is judged;
step S314, when the original customer information is in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is equal to 1; executing step S315 when the number of the alternative clients is equal to 1, and executing step S312 when the number of the alternative clients is not equal to 1;
and step S315, the alternative data corresponding to the client number passes the verification, and the alternative client information is returned.
In a specific implementation, in the first implementation of step S300, the method further includes:
step S316, when the original customer information is not in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is in the customer account range of the central database; step S315 is executed when the alternative customer information is within the customer account range of the central database; when the alternative customer information is not in the customer account range of the central database, executing step S317;
step S317, the flow is abnormally terminated.
Specifically, as shown in fig. 2, in the method for automatic maintenance of customer identification, the second specific embodiment of the step S300 includes:
step S321, when detecting and identifying the incoming call of the client number, acquiring an original number identification client list;
step S322, judging whether the number of the native identification VIP clients corresponding to the client number is equal to 1; executing step S323 when the number of the native identified VIP clients is equal to 1, and executing step S324 when the number of the native identified VIP clients is not equal to 1;
step S323, returning the original identification client information;
step S324, obtaining an alternative number table, and judging whether the original identification VIP customer information is in the customer account number range of the central database; step S325 is executed when the native identification VIP customer information is within the customer account range of the central database, and step S325 is executed when the native identification VIP customer information is not within the customer account range of the central database
Step S325, acquiring the number of alternative identification VIP clients, and judging whether the number of alternative identification VIP clients is equal to 1; executing step S326 when the number of alternative identification VIP clients is equal to 1, and executing step S323 when the number of alternative identification VIP clients is not equal to 1; step S326, the alternative data corresponding to the client number passes the verification, and the alternative identification client information is returned;
step S327, judging whether the alternative identification VIP customer information is in the customer account range of the central database; step S326 is executed when the alternative identification VIP customer information is within the customer account range of the central database, and step S328 is executed when the alternative identification VIP customer information is not within the customer account range of the central database;
and step S328, the flow is abnormally exited.
Further, in the automatic maintenance method for client identification, the original numbers in the original number table are obtained from the CIF2 database through golden gate synchronization, and the alternative numbers in the alternative number table are obtained from the CSI database through TJS script synchronization. More specifically, in the embodiment, the ICSSDB is used as a central database of the customer service end, and the new user storage customer information created in the ICSSDB is used to complete the incoming call identification; in the original number list, the original numbers are synchronized from CIF2 through GG (golden gate), the alternative numbers recorded by IVR are directly written in the alternative number list, and the manual alternative numbers are synchronized to the alternative number list through TJS.
In the invention, the big data analysis can be used for periodically analyzing the client online core data, merging a plurality of client data corresponding to one number according to a certain rule (such as five items of information of the client), and pushing a merging result to a group client information system and an upstream system to finish the cleaning and merging operation of the corresponding data.
Therefore, aiming at the condition that the current incoming call identification fails, the method not only prompts the user that the incoming call number has no corresponding customer information as in the prior art, but also requires to acquire the optional identification data of the customer, realizes the automatic incoming line operation data of the customer, automatically completes the customer data maintenance, and improves the identification rate.
Based on the customer identification automatic maintenance method, the invention also provides customer identification automatic maintenance equipment. As shown in fig. 4, the customer identification automatic maintenance device includes a processor 11, a memory 12, and a communication bus;
the communication bus is used for realizing connection communication between the processor and the memory;
the processor is configured to execute a customer identification automatic maintenance program stored in the memory to perform the steps of:
when an incoming call is detected, identifying a client number;
when the identification of the client number fails, acquiring alternative identification data of the user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number; the alternative identification data comprises a certificate number and a card number of a user;
and when the incoming call of the client number is detected and identified, verifying the alternative data corresponding to the client number, and when the verification is passed, feeding back the information of the alternative identification client.
In the present embodiment, the customer identification automatic maintenance program 10 is installed and executed in the electronic apparatus 1. The electronic device 1 may be a desktop computer, a notebook, a palm computer, a server, or other computing devices. The electronic device 1 may include, but is not limited to, a memory 11, a processor 12, and a display 13. Fig. 4 only shows the electronic device 1 with components 11-13, but it is to be understood that not all of the shown components are required to be implemented, and that more or fewer components may alternatively be implemented.
The memory 11 may in some embodiments be an internal storage unit of the electronic device 1, such as a hard disk or a memory of the electronic device 1. The memory 11 may also be an external storage device of the electronic apparatus 1 in other embodiments, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are provided on the electronic apparatus 1. Further, the memory 11 may also include both an internal storage unit and an external storage device of the electronic apparatus 1. The memory 11 is used for storing application software installed in the electronic device 1 and various types of data, such as program codes of the system 10 for installing application programs. The memory 11 may also be used to temporarily store data that has been output or is to be output.
The processor 12 may be, in some embodiments, a Central Processing Unit (CPU), a microprocessor or other data Processing chip, and is used for running program codes stored in the memory 11 or Processing data, such as executing the customer identification automatic maintenance program 10.
The display 13 may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch panel, or the like in some embodiments. The display 13 is used for displaying information processed in the electronic apparatus 1 and for displaying visualized user interfaces, such as an application menu interface, an application icon interface, etc. The components 11-13 of the electronic device 1 communicate with each other via a system bus.
Referring to fig. 5, a functional block diagram of a preferred embodiment of the installation customer identification automatic maintenance program 10 of the present invention is shown. In this embodiment, the automatic maintenance program 10 may be divided into one or more modules, and the one or more modules are stored in the memory 11 and executed by one or more processors (in this embodiment, the processor 12) to complete the present invention. For example, in fig. 5, the customer identification automatic maintenance program 10 may be divided into a detection identification module 21, an alternative information recording module 22, and a verification feedback module 23. The module referred to in the present invention refers to a series of computer program instruction segments capable of performing specific functions, and is more suitable than a program for describing the execution process of the customer identification automatic maintenance program 10 in the electronic device 1. The following description will specifically describe the functionality of the modules 21-23.
The detection and identification module 21 is used for identifying the number of the client when the incoming call is detected;
the alternative information recording module 22 is used for acquiring alternative identification data of the user through interactive voice response when the identification of the client number fails, and recording the corresponding relation between the alternative identification data and the incoming client number to obtain alternative identification client information; the optional identification data comprises a certificate number and a card number of a user, and the optional identification client information comprises the optional identification data and a corresponding client number.
And the verification feedback module 23 is configured to verify the alternative data corresponding to the client number when detecting and recognizing the incoming call of the client number, and feed back the information of the alternative recognition client when the verification is passed.
Preferably, in the automatic maintenance device for customer identification, the step of identifying a customer number when an incoming call is detected includes:
when an incoming call is detected, acquiring a client number of the incoming call;
acquiring whether a number which is the same as a client number exists in an original number table and an alternative number table stored in a central database;
and when the original number table and the alternative number table have no numbers which are the same as the client numbers, judging that the identification of the client numbers fails.
Preferably, in the automatic maintenance device for customer identification, the step of verifying the alternative data corresponding to the customer number when detecting and identifying an incoming call of the customer number, and feeding back the information of the alternative identification customer when the verification is passed includes:
when an incoming call of a client number is detected and identified, whether the number of original clients corresponding to the client number is equal to 1 or not is judged;
when the number of the original clients corresponding to the client number is equal to 1, returning the information of the original clients;
when the number of the original customers corresponding to the customer number is not equal to 1, judging whether the original customer information corresponding to the customer number is in the customer account number range of the central database or not;
when the original customer information is in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is equal to 1 or not;
when the number of the alternative customers is equal to 1, the alternative data corresponding to the customer number passes the verification and returns the information of the alternative customers;
when the number of alternative clients is not equal to 1, the native client information is returned.
Preferably, in the automatic maintenance device for customer identification, the step of verifying the alternative data corresponding to the customer number when detecting and identifying an incoming call of the customer number, and feeding back the information of the alternative identification customer when the verification is passed includes:
when detecting and identifying the incoming call of the client number, acquiring an original number identification client list;
judging whether the number of the native identification VIP clients corresponding to the client number is equal to 1 or not;
when the number of the native identification VIP clients is equal to 1, returning the native identification client information;
when the number of the native identification VIP clients is not equal to 1, acquiring an alternative number table, and judging whether the native identification VIP client information is in the range of the client account number of the central database;
when the original identification VIP customer information is in the customer account number range of the central database, acquiring the number of alternative identification VIP customers, and judging whether the number of alternative identification VIP customers is equal to 1 or not;
when the number of alternative identification VIP clients is equal to 1, the alternative data corresponding to the client number passes the verification, and the alternative identification client information is returned;
when the number of the alternative identification VIP clients is not equal to 1, returning the original identification client information;
when the native identification VIP customer information is not in the customer account range of the central database, judging whether the alternative identification VIP customer information is in the customer account range of the central database;
when the alternative identification VIP customer information is in the customer account number range of the central database, the alternative data corresponding to the customer number passes verification, and the alternative identification customer information is returned;
and when the alternative identification VIP customer information is within the customer account range of the central database, the process is exited.
Based on the customer identification automatic maintenance method, the invention also provides a computer readable storage medium. The computer readable storage medium stores one or more programs which are executable by one or more processors to perform the steps of the customer identification automatic maintenance method.
In summary, according to the method, the device, and the computer-readable storage medium for automatically maintaining the customer identification provided by the present invention, when the customer number identification fails, the IVR process is entered, the correspondence between the candidate identification data and the incoming customer number is recorded, and when the customer enters the line again, the candidate identification data is used for performing the supplementary identification on the data of which the number is identified as multiple customers. Aiming at the condition of failure of the current incoming call identification, the invention not only prompts the user that the incoming call number has no corresponding customer information as in the prior art, but also requires to acquire the optional identification data of the customer, thereby realizing the self-service incoming operation data of the customer, automatically finishing the customer data maintenance and improving the identification rate.
It should be understood that the technical solutions and concepts of the present invention may be equally replaced or changed by those skilled in the art, and all such changes or substitutions should fall within the protection scope of the appended claims.
Claims (10)
1. A method for customer identification automatic maintenance, the method comprising the steps of:
when an incoming call is detected, identifying a client number;
when the identification of the client number fails, acquiring alternative identification data of the user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number to obtain alternative identification client information; the alternative identification data comprises a certificate number and a card number of a user, and the alternative identification client information comprises alternative identification data and a corresponding client number;
and when the incoming call of the client number is detected and identified, verifying the alternative data corresponding to the client number, and when the verification is passed, feeding back the information of the alternative identification client.
2. The method for automatic maintenance of customer identification according to claim 1, wherein the step of identifying the customer number when the incoming call is detected comprises:
when an incoming call is detected, acquiring a client number of the incoming call;
acquiring whether a number which is the same as a client number exists in an original number table and an alternative number table stored in a central database;
and when the original number table and the alternative number table have no numbers which are the same as the client numbers, judging that the identification of the client numbers fails.
3. The automatic maintenance method for customer identification according to claim 1 or 2, wherein the step of verifying the alternative data corresponding to the customer number when detecting and identifying the incoming call of the customer number, and feeding back the information of the alternative identified customer when the verification is passed comprises:
when an incoming call of a client number is detected and identified, whether the number of original clients corresponding to the client number is equal to 1 or not is judged;
when the number of the original clients corresponding to the client number is equal to 1, returning the information of the original clients;
when the number of the original customers corresponding to the customer number is not equal to 1, judging whether the original customer information corresponding to the customer number is in the customer account number range of the central database or not;
when the original customer information is in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is equal to 1 or not;
when the number of the alternative customers is equal to 1, the alternative data corresponding to the customer number passes the verification and returns the information of the alternative customers;
when the number of alternative clients is not equal to 1, the native client information is returned.
4. The automatic maintenance method for customer identification according to claim 1 or 2, wherein the step of verifying the alternative data corresponding to the customer number when detecting and identifying the incoming call of the customer number, and feeding back the information of the alternative identified customer when the verification is passed comprises:
when detecting and identifying the incoming call of the client number, acquiring an original number identification client list;
judging whether the number of the native identification VIP clients corresponding to the client number is equal to 1 or not;
when the number of the native identification VIP clients is equal to 1, returning the native identification client information;
when the number of the native identification VIP clients is not equal to 1, acquiring an alternative number table, and judging whether the native identification VIP client information is in the range of the client account number of the central database;
when the original identification VIP customer information is in the customer account number range of the central database, acquiring the number of alternative identification VIP customers, and judging whether the number of alternative identification VIP customers is equal to 1 or not;
when the number of alternative identification VIP clients is equal to 1, the alternative data corresponding to the client number passes the verification, and the alternative identification client information is returned;
when the number of the alternative identification VIP clients is not equal to 1, returning the original identification client information;
when the native identification VIP customer information is not in the customer account range of the central database, judging whether the alternative identification VIP customer information is in the customer account range of the central database;
when the alternative identification VIP customer information is in the customer account number range of the central database, the alternative data corresponding to the customer number passes verification, and the alternative identification customer information is returned;
and when the alternative identification VIP customer information is not within the customer account range of the central database, the process is exited.
5. The customer identification automatic maintenance method according to claim 2, wherein the original number in the original number table is obtained from CIF2 database by golden Gate synchronization, and the alternative number in the alternative number table is obtained from CSI database by TJS script synchronization.
6. A customer identification automatic maintenance device, wherein said customer identification automatic maintenance device comprises a processor, a memory, and a communication bus;
the communication bus is used for realizing connection communication between the processor and the memory;
the processor is configured to execute a customer identification automatic maintenance program stored in the memory to perform the steps of:
when an incoming call is detected, identifying a client number;
when the identification of the client number fails, acquiring alternative identification data of the user through interactive voice response, and recording the corresponding relation between the alternative identification data and the incoming client number to obtain alternative identification client information; the alternative identification data comprises a certificate number and a card number of a user, and the alternative identification client information comprises alternative identification data and a corresponding client number;
and when the incoming call of the client number is detected and identified, verifying the alternative data corresponding to the client number, and when the verification is passed, feeding back the information of the alternative identification client.
7. The customer identification automatic maintenance device according to claim 6, wherein the step of identifying a customer number upon detecting an incoming call comprises:
when an incoming call is detected, acquiring a client number of the incoming call;
acquiring whether a number which is the same as a client number exists in an original number table and an alternative number table stored in a central database;
and when the original number table and the alternative number table have no numbers which are the same as the client numbers, judging that the identification of the client numbers fails.
8. The customer identification automatic maintenance device according to claim 6 or 7, wherein the step of verifying the alternative data corresponding to the customer number when detecting and identifying the incoming call of the customer number, and feeding back the information of the alternative identification customer when the verification is passed comprises:
when an incoming call of a client number is detected and identified, whether the number of original clients corresponding to the client number is equal to 1 or not is judged;
when the number of the original clients corresponding to the client number is equal to 1, returning the information of the original clients;
when the number of the original customers corresponding to the customer number is not equal to 1, judging whether the original customer information corresponding to the customer number is in the customer account number range of the central database or not;
when the original customer information is in the customer account range of the central database, acquiring the number of alternative customers, and judging whether the number of alternative customers is equal to 1 or not;
when the number of the alternative customers is equal to 1, the alternative data corresponding to the customer number passes the verification and returns the information of the alternative customers;
when the number of alternative clients is not equal to 1, the native client information is returned.
9. The customer identification automatic maintenance device according to claim 6 or 7, wherein the step of verifying the alternative data corresponding to the customer number when detecting and identifying the incoming call of the customer number, and feeding back the information of the alternative identification customer when the verification is passed comprises:
when detecting and identifying the incoming call of the client number, acquiring an original number identification client list;
judging whether the number of the native identification VIP clients corresponding to the client number is equal to 1 or not;
when the number of the native identification VIP clients is equal to 1, returning the native identification client information;
when the number of the native identification VIP clients is not equal to 1, acquiring an alternative number table, and judging whether the native identification VIP client information is in the range of the client account number of the central database;
when the original identification VIP customer information is in the customer account number range of the central database, acquiring the number of alternative identification VIP customers, and judging whether the number of alternative identification VIP customers is equal to 1 or not;
when the alternative identification VIP customer information is equal to 1, the alternative data corresponding to the customer number passes the verification, and the alternative identification customer information is returned;
when the number of the alternative identification VIP clients is not equal to 1, returning the original identification client information;
when the native identification VIP customer information is not in the customer account range of the central database, judging whether the alternative identification VIP customer information is in the customer account range of the central database;
when the alternative identification VIP customer information is in the customer account number range of the central database, the alternative data corresponding to the customer number passes verification, and the alternative identification customer information is returned;
and when the alternative identification VIP customer information is not within the customer account range of the central database, the process is exited.
10. A computer readable storage medium, characterized in that the computer readable storage medium stores one or more programs which are executable by one or more processors to implement the steps of the customer identification automatic maintenance method according to any one of claims 1-5.
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| CN201710480786.5A CN107231495B (en) | 2017-06-22 | 2017-06-22 | Automatic maintenance method and device for customer identification and computer readable storage medium |
| PCT/CN2017/100073 WO2018233056A1 (en) | 2017-06-22 | 2017-08-31 | Customer identification automatic maintenance method, device and computer readable storage medium |
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| CN201710480786.5A CN107231495B (en) | 2017-06-22 | 2017-06-22 | Automatic maintenance method and device for customer identification and computer readable storage medium |
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| US7478143B1 (en) * | 2003-08-25 | 2009-01-13 | Arroweye Solutions, Inc. | Method and apparatus for creation, personalization, and fulfillment of greeting cards with gift cards or integrated bookmarks |
| CN101018259A (en) * | 2006-02-08 | 2007-08-15 | 中国电信股份有限公司 | Telecom integrated information system and method |
| CN101056343A (en) * | 2007-06-19 | 2007-10-17 | 华为技术有限公司 | Method and call terminal for multiple users to use the same call terminal |
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| CN107231495A (en) | 2017-10-03 |
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