CN107968897A - Customer service session distribution method, electronic device and computer-readable recording medium - Google Patents
Customer service session distribution method, electronic device and computer-readable recording medium Download PDFInfo
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- CN107968897A CN107968897A CN201711070199.5A CN201711070199A CN107968897A CN 107968897 A CN107968897 A CN 107968897A CN 201711070199 A CN201711070199 A CN 201711070199A CN 107968897 A CN107968897 A CN 107968897A
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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
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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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
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
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Abstract
The invention discloses a kind of customer service session distribution method, belong to the communications field.A kind of customer service session distribution method, including：S1, obtain online customer service information；S2, the Service Index for calculating each online customer service；S3, by all online customer services be grouped and sort；S4, when receiving the session request of client, detect automatically and identify client into line service and customer information；Client, be grouped by S5；S6, arranged for every group of client from high to low by the priority level；S7, according to predetermined allocation rule, distribute corresponding customer service for each client；S8, the dialogue established between the corresponding online customer service of client connect.Determinant attribute of the invention by identifying inlet wire client, realizes the smart allocation to inlet wire client, effectively improves the work efficiency of the efficiency for sending work and customer service, while customer experience also gets a promotion.
Description
Technical field
The present invention relates to the communications field, is related to a kind of customer service session distribution method, electronic device and computer-readable storage
Medium.
Background technology
With the rapid development of Internet, the raising of people's service awareness, network customer service has spread to all trades and professions, deep
Enter the links to everyday commerce service.
At present, common network client is usually made of intelligent customer service robot and artificial customer service, wherein intelligent customer service machine
The problem of device people is by semantic analysis location client so that client talks as talking with natural person with robot.Although
Intelligent customer service robot can quick response client to a certain extent demand, be that the thinking of intelligent customer service robot relies on knowledge
Storehouse, once beyond the scope of knowledge base the problem of client, intelligent customer service robot can not just continue to answer, and all can under normal conditions
Artificial customer service is given to be serviced.Therefore, even if there is the service of intelligent customer service robot, artificial customer service is still still transported at full capacity
Make, client's stand-by period is all longer, and customer experience is bad.And the reason for causing case above, greatly comes from sending work
Inequality.
Present some customer service platforms of market are typically all to be randomly assigned to online customer service for sending work, cause the wait of client
Time is uneven and wait is long, and the experience so for client is very poor, also influences the work efficiency of customer service.In addition, client is multiple
Inlet wire, identical thing may be described to different customer services, does not accomplish service customer-centric.From angle of attending a banquet
See, being randomly assigned may be so that workload inequality of attending a banquet, can not play work efficiency.
The content of the invention
The technical problem to be solved in the present invention is caller client is randomly assigned in the prior art in order to overcome so that attending a banquet
The problem of efficiency of service is not high, it is proposed that a kind of customer service session distribution method, electronic device and computer-readable recording medium, lead to
Cross a variety of modes for sending work rule intelligences combination, and combine client's identification technology, realize the smart allocation of the client of inlet wire, carry
Rise customer service efficiency.
The present invention is to solve above-mentioned technical problem by following technical proposals：
A kind of customer service session distribution method, includes the following steps：
S1, obtain online customer service information, and the online customer service information includes at least service attribute, the service number upper limit and visitor
Score at family；
S2, the Service Index for calculating according to default index computation rule each online customer service；
All online customer services, be grouped by S3 by the service attribute, to generate some groups of service queues, and for every
Online customer service in group service queue is arranged by the Service Index descending；
S4, when receiving the session request for including EIC equipment identification code that client sends, detect automatically and identify visitor
Family into line service and customer information；
Client, be grouped by S5 as described into line service, to generate some groups of Client queues；
S6, the priority level for going out according to the customer information client by default priority calculation rule, and be directed to
Client in Client queue described in every group is arranged from high to low by the priority level；
S7, according to predetermined allocation rule, distribute corresponding service queue for each Client queue, and by the client team
Customer service in client in row and the service queue distributed corresponds；
S8, the dialogue established between the corresponding online customer service of client connect, so that customer service carries out client counseling service.
Preferably, it is further comprising the steps of：
S9, when dialogue connection establish or disconnect when or when customer service information changes, again to the online customer service into
Row packet and the calculating of Service Index, insert it into the relevant position in corresponding service queue；Reach the standard grade when there is new customer service
When, then the new customer service is grouped and the calculating of Service Index, inserts it into the relevant position in corresponding service queue
In.
Preferably, the index computation rule described in step S2 is：
Service Index=client's scoring × 70%+ (the service number upper limit-current service number) × 30%.
Preferably, the identification of customer information comprises the following steps described in step S4：
S41, receive the session request for including EIC equipment identification code that client sends；
EIC equipment identification code included in S42, interception session request；
S43, be compared with the EIC equipment identification code of interception with the EIC equipment identification code stored in customer database；
S44, judge whether to be stored with the EIC equipment identification code to match with the EIC equipment identification code of interception in customer database, if
It is then to perform step S45, if otherwise terminating.
The customer information that S45, taking-up and the EIC equipment identification code of interception match.
Preferably, the priority computation rule described in step S6 is：Before VIP client comes normal client, and VIP visitors
Family is arranged from high to low by its VIP grade, and normal client is arranged in order by its inlet wire time；The VIP marks and VIP grade marks
Knowledge is all contained in the customer information.
Preferably, the allocation rule described in step S7 is：
Allocation rule described in step S7 is：
S71, judge whether client had last time to receive customer service, if performing step S72, performs step S77 if not；
S72, judge whether the last time reception customer service is online, if performing step S73；Step S77 is performed if not；
S73, judge whether client's number that the last time reception customer service is being received reaches on the service number of the customer service
Limit, if the dialogue established between the client and last time reception customer service connects, performs step S74 if not；
The option of S74, push " waiting last time reception customer service " and " selecting other customer services " are to client；
The client feedback that S75, identification receive, if selection " waiting last time reception customer service " performs step S76, if selection
" selecting other customer services " then performs step S77；
S76, after waiting the last time reception customer service to disconnect a dialogue connection, customer service is received by the client and the last time
Establish session connection；
S77, by the client and the first client's number received in the corresponding service queue of Client queue where it not
The online customer service for reaching the service number upper limit of the customer service establishes dialogue connection.
Preferably, established between client and customer service further comprising the steps of after session connection：
S78, judge whether client has and into the relevant unfinished work order of line service, if then pushing away the unfinished work order
The online customer service that dialogue connection is established with the client is given, if otherwise terminating.
Preferably, the dialogue connection is disconnected performs after detecting that counseling services are completed, and the counseling services are completed
Whether judgement comprise the following steps：
S91, obtain the time that client's the last time for sending message and customer service the last time reply message；
S92, judge whether the client replies message the last time for sending message in described customer service the last time
Time after, if performing step S93, perform step S91 if not；
Whether S93, judge the client the last time for sending message to the interval of current time less than default
Terminate threshold value, if performing step S91, perform step S94 if not；
S94, show that judgement conclusion is completed for counseling services, disconnects dialogue connection.
A kind of electronic device, including memory and processor, are stored with and can be performed by the processor on the memory
Customer service session distribution system, the customer service session distribution system includes：
Service queue generation module, for being commented including at least service attribute, the service number upper limit and client according to acquisition
Online customer service information including point, the Service Index of each online customer service is calculated according to default index computation rule, by institute
There is online customer service to be grouped by the service attribute, to generate some groups of service queues, and in every group of service queue
Online customer service is arranged by the Service Index descending；
Session reception identification module, the session request for including EIC equipment identification code sent for receiving client, automatically
Detect and identify client into line service and customer information；
Client queue's generation module, for client to be grouped as described into line service, to generate some groups of client teams
Arrange, and go out the priority level of client by default priority calculation rule according to the customer information, and be directed to every group of institute
The client stated in Client queue is arranged from high to low by the priority level；
Session distribution module, according to predetermined allocation rule, corresponding service queue is distributed for each Client queue, and will
Customer service in client in the Client queue and the service queue distributed corresponds；
Module is established in session connection, the dialogue connection between the online customer service corresponding for establishing client, so as to visitor
Clothes carry out client counseling service；
Customer service queue reordering module, for dialogue connection disconnect when, there is new customer service to reach the standard grade when or customer service information
During change, which is grouped and the calculating of Service Index, inserted it into corresponding in corresponding service queue
In position.
A kind of computer-readable recording medium, the computer-readable recording medium memory contain customer service session distribution system
System, the customer service session distribution system can be performed by least one processors, so that at least one processor performs such as
The step of customer service session distribution method any one of foregoing.
The positive effect of the present invention is：Some determinant attributes of the invention by identifying inlet wire client, to realize
To the smart allocation of inlet wire client, the work efficiency of the efficiency for sending work and customer service is effectively improved, while customer experience also obtains
Lifting.
Brief description of the drawings
Fig. 1 shows the hardware structure schematic diagram of one embodiment of electronic device of the present invention；
Fig. 2 shows the program module schematic diagram of one embodiment of customer service session distribution system in electronic device of the present invention；
Fig. 3 shows the flow chart of customer service session distribution method embodiment one of the present invention；
Fig. 4 shows the flow chart of customer service session distribution method embodiment two of the present invention；
Fig. 5 shows the flow chart that customer information is identified in customer service session distribution method embodiment three of the present invention；
Fig. 6 shows the flow chart of distribution principle in customer service session distribution method example IV of the present invention；
Fig. 7 shows the flow judged in customer service session distribution method embodiment five of the present invention whether counseling services are completed
Figure.
Embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to the reality
Apply among a scope.
First, the present invention proposes a kind of electronic device.
As shown in fig.1, it is the hardware structure schematic diagram of one embodiment of electronic device of the present invention.It is described in the present embodiment
Electronic device 2 be it is a kind of can be automatic to carry out numerical computations and/or information processing according to the instruction for being previously set or storing
Equipment.For example, it may be smart mobile phone, tablet computer, laptop, desktop computer, rack-mount server, blade type take
It is engaged in device, tower server or Cabinet-type server (including independent server, or the server set that multiple servers are formed
Group) etc..As shown in the figure, the electronic device 2 includes at least, but it is not limited to, connection storage can be in communication with each other by system bus
Device 21, processor 22, network interface 23 and customer service session distribution system 20.Wherein：
The memory 21 includes at least a type of computer-readable recording medium, and the readable storage medium storing program for executing includes
Flash memory, hard disk, multimedia card, card-type memory (for example, SD or DX memories etc.), random access storage device (RAM), it is static with
Machine access memory (SRAM), read-only storage (ROM), electrically erasable programmable read-only memory (EEPROM), it is programmable only
Read memory (PROM), magnetic storage, disk, CD etc..In certain embodiments, the memory 21 can be the electricity
The internal storage unit of sub-device 2, such as the hard disk or memory of the electronic device 2.In further embodiments, the memory
21 can also be the plug-in type hard disk being equipped with the External memory equipment of the electronic device 2, such as the electronic device 2, intelligence
Storage card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card, flash card (Flash Card)
Deng.Certainly, the memory 21 can also both include the internal storage unit of the electronic device 2 or be set including its external storage
It is standby.In the present embodiment, the memory 21 is installed on the operating system and types of applications of the electronic device 2 commonly used in storage
Software, such as program code of the customer service session distribution system 20 etc..In addition, the memory 21 can be also used for temporarily
Store the Various types of data that has exported or will export.
The processor 22 can be in certain embodiments central processing unit (Central Processing Unit,
CPU), controller, microcontroller, microprocessor or other data processing chips.The processor 22 is commonly used in the control electricity
The overall operation of sub-device 2, such as perform and carry out data interaction or communicate relevant control and processing with the electronic device 2
Deng.In the present embodiment, the processor 22 is used to run the program code stored in the memory 21 or processing data, example
Customer service session distribution system 20 as described in running.
The network interface 23 may include radio network interface or wired network interface, which is commonly used in
Communication connection is established between the electronic device 2 and other electronic devices.For example, the network interface 23 is used to incite somebody to action by network
The electronic device 2 is connected with exterior terminal, between the electronic device 2 and exterior terminal establish data transmission channel and
Communication connection etc..The network can be intranet (Intranet), internet (Internet), global system for mobile telecommunications system
Unite (Global System of Mobile communication, GSM), wideband code division multiple access (Wideband Code
Division Multiple Access, WCDMA), 4G networks, 5G networks, bluetooth (Bluetooth), Wi-Fi etc. is wireless or has
Gauze network.
It is pointed out that Fig. 1 illustrate only the electronic device 2 with component 21-23, it should be understood that not
It is required that implement all components shown, the more or less component of the implementation that can be substituted.
In the present embodiment, the customer service session distribution system 20 being stored in memory 21 can be divided into one
Or multiple program modules, one or more of program modules are stored in memory 21, and can be by one or more
Processor (the present embodiment is processor 22) is performed, to complete the present invention.
For example, Fig. 2 shows the program module schematic diagram of 20 1 embodiment of customer service session distribution system, the embodiment
In, the customer service session distribution system 20 can be divided into service queue generation module 201, session receives identification module 202,
Module 205 and customer service queue reordering module 206 are established in Client queue's generation module 203, session distribution module 204, session connection.
Wherein, the program module alleged by the present invention is the series of computation machine programmed instruction section for referring to complete specific function, compares program
More suitable for describing implementation procedure of the customer service session distribution system 20 in the electronic device 2.Being described below will be specific
Introduce the concrete function of the program module 201-206.
The service queue generation module 201, for according to acquisition include at least service attribute, the service number upper limit and
Online customer service information including client's scoring, refers to according to the service that default index computation rule calculates each online customer service
Number, all online customer services are grouped by the service attribute, to generate some groups of service queues, and are directed to every group of service team
Online customer service in row is arranged by the Service Index descending；
The session receives identification module 202, please for receiving the session for including EIC equipment identification code that client sends
Ask, detect automatically and identify client into line service and customer information；
Client queue's generation module 203, for client to be grouped as described into line service, to generate some groups
Client queue, and go out according to the customer information priority level of client by default priority calculation rule, and be directed to
Client in Client queue described in every group is arranged from high to low by the priority level；
The session distribution module 204, according to predetermined allocation rule, corresponding service team is distributed for each Client queue
Row, and the customer service in the client in the Client queue and the service queue distributed is corresponded；
Module 205 is established in the session connection, the dialogue connection between the online customer service corresponding for establishing client,
So that customer service carries out client counseling service；
The customer service queue reordering module 206, for established in dialogue connection or when disconnecting, there is new customer service to reach the standard grade when or
When customer service information changes, which is grouped and the calculating of Service Index, inserts it into corresponding service
In relevant position in queue.
In the present embodiment, service queue generation module 201 is according to the service attribute of online customer service (such as personal business, public affairs
Department's business, handling of card loss business and complaint business etc.) online customer service is grouped, and then produce service queue.It may be noted that
, the service attribute of a customer service may have multiple, thus a customer service is likely to be present in multiple queues.
Business of the Client queue's generation module 203 according to selected by inlet wire client classifies client, here selected by client
Business it is corresponding with the service attribute of customer service, then judge whether inlet wire client is VIP client, is if it is further sentenced
Its disconnected VIP grade, the more high then priority of grade is higher, rather than VIP client, that is, normal client is then excellent according to the progress of its inlet wire time
First level sequence,
Finally according to allocation rule, Client queue is distributed into corresponding service queue, further by client in order
Distribute to corresponding customer service.
In the present embodiment, a customer service is likely to be present in multiple service queues, but its service number is that unification is accumulative,
As long as its client's total number of persons received reaches the upper limit, then the client of any business is no longer received.
Secondly, the present invention proposes a kind of customer service session distribution method.
In embodiment one, as shown in figure 3, the customer service session distribution method includes the following steps：
S1, obtain online customer service information, and the online customer service information includes at least service attribute, the service number upper limit and visitor
Score at family；
S2, the Service Index for calculating according to default index computation rule each online customer service；
Index computation rule described here is specially Service Index=client's scoring × 70%+ (service number upper limits-clothes
Business number) × 30%.
All online customer services, be grouped by S3 by the service attribute, to generate some groups of service queues, and for every
Online customer service in group service queue is arranged by the Service Index descending；
S4, when receiving the session request for including EIC equipment identification code that client sends, detect automatically and identify visitor
Family into line service and customer information；
Client, be grouped by S5 as described into line service, to generate some groups of Client queues；
S6, the priority level for going out according to the customer information client by default priority calculation rule, and be directed to
Client in Client queue described in every group is arranged from high to low by the priority level；
Priority computation rule described here is：Before VIP client comes normal client, and VIP client is by its VIP etc.
Level arranges from high to low, and normal client is arranged in order by its inlet wire time；The VIP marks and VIP class letters are all contained in
In the customer information.
S7, according to predetermined allocation rule, distribute corresponding service queue for each Client queue, and by the client team
Customer service in client in row and the service queue distributed corresponds；
S8, the dialogue established between the corresponding online customer service of client connect, so that customer service carries out client counseling service.
Example 1, illustrate so that 3 customer services log in customer side as an example below：
Assuming that：3 customer services are respectively customer service one, customer service two and customer service three；
The service attribute of customer service one is that personal business and corporate business, the service number upper limit are 5 people, and current service number is
2, client's scoring is 4.5；
The service attribute of customer service two is only personal business, and the service number upper limit is 6 people, and current service number is 2, Ke Huping
It is divided into 4.8；
The service attribute of customer service three is only corporate business, and the service number upper limit is 3 people, and current service number is 2, Ke Huping
It is divided into 4.5.
1st, above-mentioned 3 customer services become online customer service after logging in customer side, (can also according to the job number of this 3 online customer services
It is other unique identification logging-in codes), for example foregoing hypothesis of relevant customer service information is recalled from customer service database.
2nd, it is calculated according to the customer service information of 3 customer services by default index computation rule：The Service Index of customer service one
For 4.05, the Service Index of customer service two is 4.56, and the Service Index of customer service three is 3.45.
3rd, two groups of service queues are divided into according to the service attribute of 3 customer services, are ranked up to obtain for every group of service queue：
1) customer service is ordered as in personal business service queue：Customer service two, customer service one；2) customer service is ordered as in personal business service queue：
Customer service one, customer service three.
4th, when receiving the session request that client sends, using the business of client's selection as into line service, it is assumed here that into
Line service is personal business, obtains correlation from existing customer database further according to the EIC equipment identification code included in session request
Customer information (if not being stored with the customer information in customer database, can not obtain, automatically as common visitor
Family is handled), which is VIP2 client.
5th, basis is into line service, in the Client queue which is assigned to personal service groups.
6th, the VIP2 client is ranked up in the Client queue of personal service groups, it is assumed that separately have 3 in the Client queue
Position client, wherein 2 are normal client, 1 is VIP1 client, which is then exhausted directly to the head of this Client queue
Position.
7th, according to allocation rule, the Client queue of the personal service groups where the VIP2 client should be with personal business service
Queue is corresponding, and the VIP2 client is specifically corresponding with the customer service two in personal business service queue.
8th, the dialogue connection between VIP2 client and customer service two is established, starts client counseling service.
Client is averaged customer service marking after client's scoring described here comes from counseling services, thus client scores
Can real-time change.
In embodiment two, based on the basis of embodiment one, as shown in figure 4, the customer service session distribution method may be used also
To include the following steps：
S1-S8 is as in the first embodiment, details are not described herein again；
S9, when dialogue connection establish or disconnect when or when customer service information changes, again to the online customer service into
Row packet and the calculating of Service Index, insert it into the relevant position in corresponding service queue；Reach the standard grade when there is new customer service
When, then the new customer service is grouped and the calculating of Service Index, inserts it into the relevant position in corresponding service queue
In.
Connect example 1, between VIP2 client and customer service two dialogue connection establish after, it is necessary to customer service two be grouped and
The calculating of Service Index, in this example, the service attribute of the customer service two does not become, thus be grouped it is constant, and due to current service people
Number adds one (i.e. VIP2 client), it is therefore desirable to the Service Index of customer service two is recalculated, obtains the clothes of the customer service two
Business index is 4.26.
Assuming that the Service Index of customer service one is constant, then customer service two still comes the first place of personal business service queue.
Assuming that the session connection of customer service at this time one is all disconnected, then the Service Index of customer service at this time one is 4.65, then at this time
Customer service two should come the second of personal business service queue, i.e., personal business service queue is：Customer service one, customer service two.
In the present embodiment, when dialogue connection is established or disconnected or when customer service information changes, to what is be related to
Online customer service re-starts packet and the calculating of Service Index, and it is suitable in service queue can preferably to adjust customer service in real time
Sequence, to realize the purpose of the workload of each customer service of reasonable distribution.
In embodiment three, on the basis of embodiment two, as shown in figure 5, the knowledge of customer information described in step S4
Following steps are not specifically included：
S41, receive the session request for including EIC equipment identification code that client sends；
EIC equipment identification code included in S42, interception session request；
S43, be compared with the EIC equipment identification code of interception with the EIC equipment identification code stored in customer database；
S44, judge whether to be stored with the EIC equipment identification code to match with the EIC equipment identification code of interception in customer database, if
It is then to perform step S45, if otherwise terminating.
The customer information that S45, taking-up and the EIC equipment identification code of interception match.
Customer database described in the present embodiment is deposited to arrange in advance and stored in memory in customer database
Some client's collection are contained, each client's collection includes Customer ID, and each Customer ID represents a client, and each Customer ID is one
Some labels are associated with a or multiple dimensions, label includes at least the EIC equipment identification code of the client, last time reception customer service here
ID, do not complete work order, VIP level etc..
In the present embodiment, using identification code of the EIC equipment identification code as customer information, as long as EIC equipment identification code matches, then obtain
Take customer information of other the associated customer informations as inlet wire client on the Customer ID to match.
In example IV, on the basis of embodiment three, as shown in fig. 6, the allocation rule described in step S7 is：
S71, judge whether client had last time to receive customer service, if performing step S72, performs step S77 if not；
S72, judge whether the last time reception customer service is online, if performing step S73；Step S77 is performed if not；
S73, judge whether client's number that the last time reception customer service is being received reaches on the service number of the customer service
Limit, if performing step S78 after the dialogue connection established between the client and last time reception customer service, performs step if not
S74；
The option of S74, push " waiting last time reception customer service " and " selecting other customer services " are to client；
The client feedback that S75, identification receive, if selection " waiting last time reception customer service " performs step S76, if selection
" selecting other customer services " then performs step S77；
S76, after waiting the last time reception customer service to disconnect a dialogue connection, customer service is received by the client and the last time
Establish session connection；
S77, by the client and the first client's number received in the corresponding service queue of Client queue where it not
The online customer service for reaching the service number upper limit of the customer service establishes dialogue connection；
S78, judge whether client has and into the relevant unfinished work order of line service, if then pushing away the unfinished work order
The online customer service that dialogue connection is established with the client is given, if otherwise terminating.
Hereinafter it is assumed that the last time reception customer service of the VIP2 client of inlet wire is customer service one, and have with its select into line service
Relevant unfinished work order, illustrates above-mentioned steps：
1st, judge that the last time of the VIP2 client of the inlet wire receives customer service as customer service one；
2nd, the customer service one is judged for online customer service, and current service number is 2, is not up to its service number upper limit 5；
3rd, the session connection between customer service one and VIP2 client is established.
4th, recall the unfinished work order and be pushed to customer service one, so that customer service one understands the client this inlet wire possibility as early as possible
Related consulting, be ready, improve customer service efficiency and customer experience.
In embodiment five, on the basis of embodiment two, as shown in fig. 7, being detected since dialogue connection disconnects
Counseling services perform after completing, therefore judgement whether counseling services completion may comprise steps of：
S91, obtain the time that client's the last time for sending message and customer service the last time reply message；
S92, judge whether the client replies message the last time for sending message in described customer service the last time
Time after, if performing step S93, perform step S91 if not；
Whether S93, judge the client the last time for sending message to the interval of current time less than default
Terminate threshold value, if performing step S91, perform step S94 if not；
S94, show that judgement conclusion is completed for counseling services, disconnects dialogue connection.
In the present embodiment, by the interval between last time message time and current time, to judge whether client is online,
If client is not online for a long time, it is determined as that counseling services are completed automatically, so that next client is received in customer service as early as possible, to shorten
The stand-by period of remaining client.
In addition, a kind of computer-readable recording medium of the present invention, the computer-readable recording medium memory contain customer service meeting
Distribution system 20 is talked about, when which can be executed by one or more processors, realizes above-mentioned customer service session
The operation of distribution method or electronic device.
Although the embodiment of the present invention is the foregoing described, it will be appreciated by those of skill in the art that this is only
For example, protection scope of the present invention is to be defined by the appended claims.Those skilled in the art without departing substantially from
On the premise of the principle of the present invention and essence, various changes or modifications can be made to these embodiments, but these changes and
Modification each falls within protection scope of the present invention.
Claims (10)
1. a kind of customer service session distribution method, it is characterised in that include the following steps：
S1, obtain online customer service information, and the online customer service information is commented including at least service attribute, the service number upper limit and client
Point；
S2, the Service Index for calculating according to default index computation rule each online customer service；
All online customer services, be grouped by S3 by the service attribute, to generate some groups of service queues, and is directed to every group of clothes
The online customer service being engaged in queue is arranged by the Service Index descending；
S4, when receiving the session request for including EIC equipment identification code that client sends, detect automatically and identify client's
Into line service and customer information；
Client, be grouped by S5 as described into line service, to generate some groups of Client queues；
S6, the priority level for going out according to the customer information client by default priority calculation rule, and for every group
Client in the Client queue is arranged from high to low by the priority level；
S7, according to predetermined allocation rule, distribute corresponding service queue for each Client queue, and by the Client queue
Client and the service queue that is distributed in customer service correspond；
S8, the dialogue established between the corresponding online customer service of client connect, so that customer service carries out client counseling service.
2. customer service session distribution method according to claim 1, it is characterised in that further comprising the steps of：
S9, when dialogue connection establish or disconnect when or when customer service information changes, the online customer service is divided again
The calculating of group and Service Index, inserts it into the relevant position in corresponding service queue；When there is new customer service to reach the standard grade, then
The new customer service is grouped and the calculating of Service Index, inserted it into the relevant position in corresponding service queue.
3. customer service session distribution method according to claim 1 or 2, it is characterised in that the index meter described in step S2
Calculating rule is：
Service Index=client's scoring × 70%+ (the service number upper limit-current service number) × 30%.
4. customer service session distribution method according to claim 1 or 2, it is characterised in that customer information described in step S4
Identification comprise the following steps：
S41, receive the session request for including EIC equipment identification code that client sends；
EIC equipment identification code included in S42, interception session request；
S43, be compared with the EIC equipment identification code of interception with the EIC equipment identification code stored in customer database；
S44, judge whether to be stored with the EIC equipment identification code to match with the EIC equipment identification code of interception in customer database, if then
Step S45 is performed, if otherwise terminating.
The customer information that S45, taking-up and the EIC equipment identification code of interception match.
5. customer service session distribution method according to claim 1 or 2, it is characterised in that the priority described in step S6
Computation rule is：Before VIP client comes normal client, and VIP client is arranged from high to low by its VIP grade, normal client
It is arranged in order by its inlet wire time；The VIP marks and VIP class letters are all contained in the customer information.
6. customer service session distribution method according to claim 1 or 2, it is characterised in that the distribution rule described in step S7
It is then：
S71, judge whether client had last time to receive customer service, if performing step S72, performs step S77 if not；
S72, judge whether the last time reception customer service is online, if performing step S73；Step S77 is performed if not；
S73, judge that the last time receives the service number upper limit whether client's number that customer service is being received reaches the customer service, if
It is that the dialogue established between the client and last time reception customer service connects, performs step S74 if not；
The option of S74, push " waiting last time reception customer service " and " selecting other customer services " are to client；
The client feedback that S75, identification receive, if selection " waiting last time reception customer service " performs step S76, if selection " selection
Other customer services " then perform step S77；
S76, after waiting the last time reception customer service to disconnect a dialogue connection, the client and last time reception customer service are established
Session connection；
The client, be not up to by S77 with the first client's number received in the corresponding service queue of Client queue where it
The online customer service of the service number upper limit of the customer service establishes dialogue connection.
7. customer service session distribution method according to claim 6, it is characterised in that session is established between client and customer service
It is further comprising the steps of after connection：
S78, judge whether client has and into the relevant unfinished work order of line service, if being then pushed to the unfinished work order
The online customer service of dialogue connection is established with the client, if otherwise terminating.
8. customer service session distribution method according to claim 2, it is characterised in that the dialogue connection, which disconnects, to be detected
Counseling services perform after completing, and the judgement whether counseling services are completed comprises the following steps：
S91, obtain the time that client's the last time for sending message and customer service the last time reply message；
S92, judge whether the client reply message the last time for sending message in described customer service the last time when
Between after, if performing step S93, perform step S91 if not；
S93, judge whether the last time to the interval of current time for sending message of the client is less than default end
Threshold value, if performing step S91, performs step S94 if not；
S94, show that judgement conclusion is completed for counseling services, disconnects dialogue connection.
9. a kind of electronic device, including memory and processor, it is characterised in that being stored with the memory can be by the place
The customer service session distribution system that device performs is managed, the customer service session distribution system includes：
Service queue generation module, exists for include at least service attribute, the service number upper limit and the client's scoring according to acquisition
Interior online customer service information, the Service Index of each online customer service is calculated according to default index computation rule, by it is all
Line customer service is grouped by the service attribute, to generate some groups of service queues, and for online in every group of service queue
Customer service is arranged by the Service Index descending；
Session receives identification module, the session request for including EIC equipment identification code sent for receiving client, automatic detection
And identify client into line service and customer information；
Client queue's generation module, for client to be grouped as described into line service, to generate some groups of Client queues, and
Go out the priority level of client by default priority calculation rule according to the customer information, and for client described in every group
Client in queue is arranged from high to low by the priority level；
Session distribution module, according to predetermined allocation rule, corresponding service queue is distributed for each Client queue, and by described in
Customer service in client in Client queue and the service queue distributed corresponds；
Module is established in session connection, dialogue between the online customer service corresponding for establishing client connection, so as to customer service into
Row client counseling service；
Customer service queue reordering module, for dialogue connection disconnect when, there is new customer service to reach the standard grade when or customer service information change
When, the online customer service is grouped again and the calculating of Service Index, inserted it into corresponding in corresponding service queue
In position.
10. a kind of computer-readable recording medium, it is characterised in that the computer-readable recording medium memory contains customer service meeting
Distribution system is talked about, the customer service session distribution system can be performed by least one processor, so that at least one processing
Device performs the step of customer service session distribution method as any one of claim 1-8.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711070199.5A CN107968897A (en) | 2017-11-03 | 2017-11-03 | Customer service session distribution method, electronic device and computer-readable recording medium |
| PCT/CN2018/083083 WO2019085405A1 (en) | 2017-11-03 | 2018-04-13 | Customer service staff session allocation method, electronic device， and computer-readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711070199.5A CN107968897A (en) | 2017-11-03 | 2017-11-03 | Customer service session distribution method, electronic device and computer-readable recording medium |
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| CN107968897A true CN107968897A (en) | 2018-04-27 |
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| WO (1) | WO2019085405A1 (en) |
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| CN111031113B (en) * | 2019-11-29 | 2022-03-08 | 湖南御家科技有限公司 | User queuing method for supporting platform-level customer service system |
| CN111031113A (en) * | 2019-11-29 | 2020-04-17 | 湖南御家科技有限公司 | User queuing method for supporting platform-level customer service system |
| CN113163061A (en) * | 2020-01-22 | 2021-07-23 | 北京京东振世信息技术有限公司 | Method and device for distributing customer service terminals |
| CN112200450A (en) * | 2020-09-30 | 2021-01-08 | 深圳壹账通智能科技有限公司 | Customer service distribution method, device and medium |
| CN112396300A (en) * | 2020-11-04 | 2021-02-23 | 武汉悦学帮网络技术有限公司 | Customer service resource allocation method and device, storage medium and electronic equipment |
| CN112416472B (en) * | 2020-11-13 | 2024-05-24 | 京东科技控股股份有限公司 | Customer service distribution method and device, electronic equipment and medium |
| CN112416472A (en) * | 2020-11-13 | 2021-02-26 | 京东数字科技控股股份有限公司 | Customer service distribution method and device, electronic equipment and medium |
| CN112613919A (en) * | 2020-12-31 | 2021-04-06 | 中国农业银行股份有限公司 | Information processing method and related device |
| CN112565064B (en) * | 2021-02-24 | 2021-05-28 | 太平金融科技服务（上海）有限公司 | Service processing method, device, equipment and medium based on remote multimedia |
| CN112565064A (en) * | 2021-02-24 | 2021-03-26 | 太平金融科技服务（上海）有限公司 | Service processing method, device, equipment and medium based on remote multimedia |
| CN113360627B (en) * | 2021-07-06 | 2021-12-21 | 北京容联七陌科技有限公司 | Online customer service real-time distribution method and system |
| CN113360627A (en) * | 2021-07-06 | 2021-09-07 | 北京容联七陌科技有限公司 | Online customer service real-time distribution method and system |
| CN113627782A (en) * | 2021-08-09 | 2021-11-09 | 众安在线财产保险股份有限公司 | Customer service seat allocation method, scoring model training method and device |
| CN117172796A (en) * | 2023-08-07 | 2023-12-05 | 北京智慧大王科技有限公司 | Big data electronic commerce management system |
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