CN108776898B - Call platform data processing method and device - Google Patents
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Abstract
The application provides a call platform data processing method and a device, wherein the method comprises the following steps: extracting target keywords from retrieval information input by an agent or extracting the target keywords contained in a triggered retrieval result when the agent triggers a certain retrieval result in the search results; acquiring a label value corresponding to the target keyword; calling entries corresponding to the label values one by one from a database; displaying the entry to the seat personnel through an auxiliary area of the seat interface; the entries comprise: the method and the device for searching the keywords comprise preset attribute information associated with the preset keywords, and compared with manual searching, the method and the device for searching the keywords obviously improve searching efficiency.
Description
Technical Field
The invention relates to the technical field of data processing, in particular to a method and a device for processing call platform data.
Background
The gas company is a company for citizens to operate special products, namely gas, and has inherent industrial characteristics. Because the gas is a necessity related to the life of thousands of households due to the large user group, the telephone of each user and the gas company have to make a quick response to meet the requirements of the users. Meanwhile, due to the high risk of the commercial product, the requirements for safe gas supply and safe gas use of users are strict.
At present, a gas company customer service uses a set of knowledge base management system, and a customer service center seat personnel can manually inquire related business contents in a keyword full-text retrieval mode.
The existing knowledge base management system can only inquire information in a manual full-text retrieval mode. It has the following problems:
after the seat personnel in the customer service center communicate with the user, the seat personnel need to judge which keywords should be used for complete retrieval according to own experience, such as whether city information, cell name information, service category information and the like need to be included. After the search is executed, the specific entry that the user wants to find needs to be found in the search result list. Due to the full-text search, the search result list may contain a large number of entries, the ordering is difficult to control, the content to be searched by the user may be out of several pages, and a process is required for finding the final target from the search result. There are also cases where the seat search keyword is improperly used and it is difficult to find desired content, and secondary search and tertiary search after keyword adjustment are performed, further reducing the efficiency of the entire information retrieval work. Therefore, the retrieval method of manual retrieval in the prior art has the problems of low retrieval speed and low efficiency.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and an apparatus for processing call platform data to improve retrieval efficiency.
In order to achieve the above purpose, the embodiments of the present invention provide the following technical solutions:
a call platform data processing method comprises the following steps:
extracting target keywords from retrieval information input by an agent or extracting the target keywords contained in a triggered retrieval result when the agent triggers a certain retrieval result in the search results;
acquiring a label value corresponding to the target keyword;
calling entries corresponding to the label values one by one from a database;
displaying the entry to the seat personnel through an auxiliary area of the seat interface;
the entries comprise: the method comprises the steps of obtaining preset attribute information associated with preset keywords and obtaining preset attribute information associated with the preset keywords.
Preferably, in the method for processing data of a call platform, before extracting a target keyword included in a triggered search result, the method further includes:
acquiring work order data input by an agent;
data are basically retrieved from the work order data according to a preset capturing rule;
and carrying out preliminary retrieval according to the captured basic retrieval data, and outputting a retrieval result.
Preferably, in the above method for processing data of a call platform, the basic retrieval of data from the work order data according to a preset capture rule includes, but is not limited to:
and capturing target cell information, target city information and target service information of the user from the work order data according to a preset capturing rule.
Preferably, in the data processing method of the call platform, the work order data in the preset area in the work order data at least includes:
and (4) target city information.
Preferably, in the method for processing data of a call platform, the obtaining a tag value corresponding to the target keyword specifically includes:
acquiring a target keyword extracted from retrieval information input by an agent or extracting the target keyword contained in a triggered retrieval result and recording the target keyword as a first keyword when the agent triggers a certain retrieval result in a search result;
acquiring target keywords input by the seat and recording the target keywords as second keywords;
combining the first keyword and the second keyword to obtain a target keyword group;
and acquiring a label value corresponding to the target keyword group.
Preferably, the method for processing data of a call platform in the above method, acquiring a target keyword keyed in by an agent, includes:
acquiring a target keyword which is input by the agent through a target keyword input window;
acquiring preset work order data in a work order input by a seat;
and using the target keywords and/or preset work order data input by the target keyword input window as target keywords input by the agent.
Preferably, in the method for processing data of a call platform, when the obtained tag values are multiple tag values, the method for calling the entry corresponding to the tag values from the database and displaying the entry to the agent through the auxiliary area of the agent interface includes:
and calling entries corresponding to the label values from the database, and displaying the acquired entries to the seat personnel in a tiled mode in an auxiliary area of the seat interface.
A call platform data processing apparatus comprising:
a target keyword extraction unit: the system comprises a search engine, a database, a search engine and a database, wherein the search engine is used for inputting search information by an agent, extracting target keywords from the search information input by the agent or extracting the target keywords contained in a triggered search result when the agent triggers a certain search result in the search result;
a tag value extraction unit configured to obtain a tag value corresponding to the target keyword;
the entry calling unit is used for calling the entry corresponding to the label value from the database and displaying the entry to the seat personnel through an auxiliary area of the seat interface;
the entries comprise: the method comprises the steps of obtaining preset attribute information associated with preset keywords and obtaining preset attribute information associated with the preset keywords.
Preferably, the call platform data processing apparatus further includes:
the preliminary retrieval unit is used for acquiring the work order data input by the seat personnel; data are basically retrieved from the work order data according to a preset capturing rule; and carrying out preliminary retrieval according to the captured basic retrieval data, and outputting a retrieval result.
Preferably, in the above call platform data processing apparatus, when the preliminary retrieval unit retrieves data from the work order data according to a preset capture rule, the preliminary retrieval unit is specifically configured to: including but not limited to, capturing target cell information, target city information and target service information of the user from the work order data according to preset capturing rules.
Preferably, in the data processing apparatus of the call platform, the work order data in the preset area in the work order data at least includes: and (4) target city information.
Preferably, in the above call platform data processing apparatus, the tag value extracting unit is specifically configured to:
acquiring a target keyword extracted by a target keyword extraction unit, and recording the target keyword as a first keyword;
acquiring target keywords input by the seat and recording the target keywords as second keywords;
combining the first keyword and the second keyword to obtain a target keyword group;
and acquiring a label value corresponding to the target keyword group.
Preferably, in the above call platform data processing apparatus, when the tag value extraction unit obtains a target keyword keyed in by an agent, the tag value extraction unit is specifically configured to:
acquiring a target keyword which is input by the agent through a target keyword input window;
acquiring preset work order data in a work order input by a seat;
and using the target keywords and/or preset work order data input by the target keyword input window as target keywords input by the agent.
Preferably, in the call platform data processing apparatus, when the entry retrieving unit obtains a plurality of tag values, it is specifically configured to:
and calling the entry corresponding to each label value from the database, and displaying the acquired entries to the seat personnel in a tiled mode in an auxiliary area of the seat interface.
Based on the above technical solution, in the above scheme provided in the embodiment of the present invention, a target keyword is extracted from search information input by an agent or when the agent triggers a certain search result in a search result, the target keyword included in the triggered search result is extracted, a unique entry corresponding to the target keyword is determined according to a tag value of the called target keyword, and each entry includes: the search result information comprises preset attribute information which is preset and is associated with the preset keywords, so that the agent can quickly search the entry to obtain the required data content, and the search result is quickly fed back to the user, and therefore, the search efficiency is improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a schematic flowchart of a call platform data processing method disclosed in an embodiment of the present application;
fig. 2 is a schematic flowchart of a call platform data processing method according to another embodiment of the present application;
fig. 3 is a schematic flowchart of a call platform data processing method according to another embodiment of the present application;
fig. 4 is a schematic structural diagram of a data processing device of a call platform according to an embodiment of the present disclosure.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In addition to the problem of low search efficiency, the prior art also has the following problems:
manual result screening to cause information misjudgment;
in addition, in the prior art, because the knowledge base system has problems in content maintenance, and no strict information uniqueness is guaranteed, different contents with slight differences may appear when describing the same kind of problems. When customer service staff judge the content manually, judgment errors are likely to occur, inappropriate information is fed back to the customer, and wrong guidance is caused.
Training is complex, and the difference of using effects is large;
the core of the full-text retrieval mechanism capable of working efficiently is that the organization of information contents and the selection of keywords are subject to many researches. When a large number of users use the system, the operation result and the use effect are very different due to the difference of personal business experience. Long-term training and training is required if overall efficient results are desired.
In order to solve the above problems in the prior art, the present application discloses a new call platform data processing method, where an entry library and a tag value corresponding to a target keyword match need to be established in advance in a system when the call platform data processing method disclosed in the embodiments of the present application is executed, where the entry library stores entries established in advance, each entry corresponds to a unique tag value, and the entries include: the method comprises the steps of obtaining preset attribute information associated with preset keywords and obtaining preset attribute information associated with the preset keywords. For example, when the keyword is a cell a, the entry may include a cell name, a cell alias, a street to which the cell belongs, a service that can be handled by the cell, a range of usable buildings for the cell, and the like, and the user may configure the content included in each entry according to the requirement. The user may add target keywords as desired, which may be cell names, street names, business names, etc.
Referring to fig. 1, the call platform data processing method disclosed in the present application may include:
step S101: extracting target keywords from retrieval information input by an agent or extracting the target keywords contained in a triggered retrieval result when the agent triggers a certain retrieval result in the search results;
in this step, the target keyword may be extracted from the input information of the agent, for example, taking a cell as an example, when the agent performs a search operation, a cell name is input in a search box, the system performs input association according to the name to obtain a cell name to be typed by the agent, and the cell name is extracted as the target keyword;
certainly, in the technical solution disclosed in the embodiment of the present application, after the agent sets the search condition and clicks the search, a plurality of search results may appear, and when the target keyword is extracted, the search results may also be extracted from the content included in the search result triggered by the agent, for example, when the agent clicks a certain search result, the search result has a cell a, and then the cell a is used as the target keyword;
step S102: acquiring a label value corresponding to the target keyword;
in the technical solution disclosed in the embodiment of the present application, each target keyword may be regarded as a tag, each tag corresponds to a unique tag value, a combined tag obtained by combining a plurality of tags also corresponds to a unique tag value, and a mapping relationship between the tag value and the tag and the combined tag is preset;
in this step, in addition to the technical scheme disclosed in step S101, other technical schemes may be adopted to obtain the tag value, for example, the agent may directly key in one or more target keywords, and when the target keyword extracted in step S101 is not empty, the system automatically obtains the tag value corresponding to the tag or the combined tag corresponding to the target keyword keyed in by the agent. Of course, the required tag value may also be determined by combining the target keyword obtained in step S101 with the target keyword entered by the agent, and in this case, referring to fig. 2, the steps may specifically include:
step S1021: acquiring a target keyword acquired in the step S101 and recording the target keyword as a first keyword;
step S1022: acquiring target keywords input by the seat and recording the target keywords as second keywords;
step S1023: combining the first keyword and the second keyword to obtain a target keyword group (combined label);
step S1024: and acquiring a label value corresponding to the target keyword group according to a preset mapping relation.
Further, in the above scheme, the target keyword entered by the agent may refer to data directly entered by the agent in the target keyword input window, or may refer to work order data extracted from a work order entered by the agent by the system, and both of the data and the work order data may be included in the target keyword entered by the agent.
In view of the situations that cells with the same name may be located in different cities, at this time, the captured target keyword may correspond to multiple tag values, and only one of the multiple tag values is a tag value required by an agent, so that an entry that is not actually required by the agent may be given to the agent, and for this purpose, in order to further ensure that the tag value is a tag value required by the agent, in the technical solution disclosed in the embodiment of the present application, the tag value may be filtered through data in a work order, specifically: the target keywords input by the agent at least comprise: and the work order data in a preset area in the work order at least comprises target city information.
Step S103: calling entries corresponding to the label values one by one from a database;
after determining the tag value corresponding to the target keyword or the target keyword group, retrieving entries corresponding to the tag value one by one from a database, specifically, during the retrieval, the process may be as follows:
and acquiring the addresses of the entries corresponding to the label values one by one through a label value-entry mapping list, wherein the label value-entry mapping list stores the label values and the addresses of the entries corresponding to the label values, and then calling the entries according to the addresses of the entries.
Step S104: displaying the entry to the seat personnel through an auxiliary area of the seat interface;
in the technical scheme disclosed in the embodiment of the application, the agent interface can be divided into a plurality of display areas, one of the display areas can be used as an auxiliary area, and the acquired entries are displayed in the auxiliary area.
In the implementation of the technical solution disclosed in the above embodiment of the present application, when a target keyword is extracted from retrieval information input by an agent or when the agent triggers a certain retrieval result in a search result, the target keyword included in the triggered retrieval result is extracted, a unique entry corresponding to the target keyword is determined according to a tag value of the called target keyword, and each entry includes: the search result information comprises preset attribute information which is preset and is associated with the preset keywords, so that the agent can quickly search the entry to obtain the required data content, and the search result is quickly fed back to the user, and therefore, the search efficiency is improved.
In the display life, after an agent person gets through an incoming call of a user, a corresponding work order is generated, in the prior art, the work order does not participate in the retrieval process, and in the technical scheme disclosed in the application embodiment, a lot of useful information also exists in the work order, so that in the technical scheme disclosed in the application embodiment, when the agent person enters the work order, data in the work order can be used as retrieval conditions for preliminary retrieval, and if a target keyword required by the agent person exists in a certain retrieval item in the retrieval result in the preliminary retrieval, the agent person can directly trigger the retrieval result. In this regard, referring to fig. 3, in the technical solution disclosed in this embodiment, before extracting the target keyword included in the triggered search result, the method further includes:
step S201: acquiring work order data input by an agent;
step S202: data are basically retrieved from the work order data according to a preset capturing rule;
in the technical scheme disclosed in the embodiment of the application, the capture rule can be set according to needs, so that data in the work order can be captured purposefully, and the data captured in the work order data in the scheme can include one or more of target cell information, target city information and target service information of the call recorded in the work order, and certainly can further include other information. Since the content filled in each area in the work order is fixed, the capture rule may be a position capture rule, that is, capturing data at the target position, for example, capturing the 1 st 2 nd item data, the 2 nd column 3 rd data, and the like in the work order.
Step S203: and carrying out preliminary retrieval according to the captured basic retrieval data, and outputting a retrieval result.
In the technical solution disclosed in the embodiment of the present application, when there are a plurality of target keywords obtained in step S101, each target keyword obtained in step S101 may be combined with a target keyword keyed in by an agent, so as to obtain a plurality of target keyword groups corresponding to each target keyword obtained in step S101, then obtain tag values corresponding to each target keyword group, extract entries corresponding to the tag values of each target keyword group, and display each obtained entry in a tiled manner to an agent in an auxiliary area of an agent interface. Of course, each target keyword obtained in step S101 may be combined with a target keyword entered by the agent to obtain a target keyword group corresponding to all the target keywords obtained in step S101, then obtain a tag value corresponding to the target keyword group, and extract and display a term corresponding to the tag value of the target keyword group.
Corresponding to the above method, the present application also discloses a call platform data processing apparatus, where the method corresponds to the apparatus, and the specific implementation manner and working process of each unit in the apparatus embodiment may refer to the description in the above method, see fig. 4, and the apparatus may include:
a target keyword extraction unit 100, corresponding to step S101 in the method, for extracting a target keyword from the search information input by the agent or extracting a target keyword included in the triggered search result when the agent triggers a certain search result in the search results;
a tag value extracting unit 200, which is applied to obtain a tag value corresponding to the target keyword as opposed to step S102 in the above method;
after the target keyword extraction unit 100 extracts the target keyword, the tag value extraction unit 200 may obtain the tag value by the following method, except that the tag value corresponding to the target keyword extracted by the target keyword extraction unit 100 is directly extracted:
the agent can directly key in one or more target keywords, and the tag value extraction unit 200 detects that when the keyword extracted by the target keyword extraction unit 100 is empty, automatically acquires the target keyword keyed in by the agent, and acquires a tag corresponding to the keyed-in target keyword or a tag value corresponding to a combined tag;
when the keyword extracted by the target keyword extraction unit 100 is not empty, the target keyword obtained by the target keyword extraction unit 100 is marked as a first keyword, the target keyword typed by the agent is marked as a second keyword, the first keyword and the second keyword are combined to obtain a target keyword group (combined label), and then a label value corresponding to the target keyword group is obtained according to a preset mapping relationship;
further, when the target keywords acquired by the target keyword extraction unit 100 are multiple target keywords, the tag value extraction unit 200 may further combine each target keyword acquired by the target keyword extraction unit 100 with a target keyword keyed in by the agent, respectively, to obtain multiple target keyword groups corresponding to each target keyword acquired by the target keyword extraction unit 100, and then acquire tag values corresponding to each target keyword group.
Still further, in the above scheme, when obtaining the target keyword keyed in by the agent, the tag value extracting unit 200 may obtain the target keyword by the following method:
and acquiring target keywords input by the agent in the target keyword input window and/or preset work order data in the work order as target keywords input by the agent.
In view of the situations that cells with the same name may be located in different cities, at this time, the captured target keyword may correspond to multiple tag values, and only one of the multiple tag values is a tag value required by an agent, so that an entry that is not actually required by the agent may be given to the agent, and for this purpose, in order to further ensure that the tag value is a tag value required by the agent, in the technical solution disclosed in the embodiment of the present application, the tag value may be filtered through data in a work order, specifically: the target keywords input by the agent at least comprise: and the work order data in a preset area in the work order at least comprises target city information.
A term retrieving unit 300, corresponding to steps S103 and S104, for retrieving a term corresponding to the tag value from the database and displaying the term to the agent through the auxiliary area of the agent interface;
the entries comprise: the method comprises the steps of obtaining preset attribute information associated with preset keywords and obtaining preset attribute information associated with the preset keywords.
When the entry is called, the entry calling unit 300 may specifically perform the following processes: and acquiring the addresses of the entries corresponding to the label values one by one through a label value-entry mapping list, wherein the label value-entry mapping list stores the label values and the addresses of the entries corresponding to the label values, and then calling the entries according to the addresses of the entries.
Corresponding to the method, the device can further comprise:
a preliminary retrieval unit 400, corresponding to steps S201-S203 in the above method, for obtaining the work order data entered by the agent; data are basically retrieved from the work order data according to a preset capturing rule; and carrying out preliminary retrieval according to the captured basic retrieval data, and outputting a retrieval result.
Corresponding to the method, the preliminary retrieval unit is specifically configured to, when retrieving data from the work order data according to a preset capture rule: including but not limited to, capturing target cell information, target city information and target service information of the user from the work order data according to preset capturing rules.
For convenience of description, the above system is described with the functions divided into various modules, which are described separately. Of course, the functionality of the various modules may be implemented in the same one or more software and/or hardware implementations as the present application.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, the system or system embodiments are substantially similar to the method embodiments and therefore are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described system and system embodiments are only illustrative, wherein the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Those of skill would further appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, computer software, or combinations of both, and that the various illustrative components and steps have been described above generally in terms of their functionality in order to clearly illustrate this interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied directly in hardware, in a software module executed by a processor, or in a combination of the two. A software module may reside in Random Access Memory (RAM), memory, Read Only Memory (ROM), electrically programmable ROM, electrically erasable programmable ROM, registers, hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.
It is further noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the invention. Thus, the present invention is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (8)
1. A data processing method for a call platform is characterized by comprising the following steps:
extracting target keywords from retrieval information input by an agent or extracting the target keywords contained in a triggered retrieval result when the agent triggers a certain retrieval result in the search results, wherein the target keywords at least comprise: the work order data in a preset area in the work order at least comprises the following data: target city information;
acquiring label values corresponding to the target keywords, wherein each target keyword is a label, each label corresponds to a unique label value, and a combined label obtained by combining a plurality of labels also corresponds to a unique label value;
calling entries corresponding to the label values one by one from a database;
displaying the entry to the seat personnel through an auxiliary area of the seat interface;
the entries comprise: the method comprises the steps of containing preset attribute information which is associated with preset keywords;
before extracting the target keyword contained in the triggered retrieval result, the method further comprises the following steps:
acquiring work order data input by an agent;
data are basically retrieved from the work order data according to a preset capturing rule;
and carrying out preliminary retrieval according to the captured basic retrieval data, and outputting a retrieval result.
2. The call platform data processing method according to claim 1, wherein the basic retrieval of data from the work order data according to a preset capturing rule includes but is not limited to:
and capturing target cell information, target city information and target service information of the user from the work order data according to a preset capturing rule.
3. The method for processing call platform data according to claim 1, wherein the obtaining of the tag value corresponding to the target keyword specifically includes:
acquiring a target keyword extracted from retrieval information input by an agent or extracting the target keyword contained in a triggered retrieval result and recording the target keyword as a first keyword when the agent triggers a certain retrieval result in a search result;
acquiring target keywords input by the seat and recording the target keywords as second keywords;
combining the first keyword and the second keyword to obtain a target keyword group;
and acquiring a label value corresponding to the target keyword group.
4. The call platform data processing method according to claim 3, wherein obtaining the target keyword typed by the agent comprises:
acquiring a target keyword which is input by the agent through a target keyword input window;
acquiring preset work order data in a work order input by a seat;
and using the target keywords and/or preset work order data input by the target keyword input window as target keywords input by the agent.
5. A call platform data processing apparatus, comprising:
a target keyword extraction unit: the method is used for extracting target keywords from retrieval information input by an agent or extracting the target keywords contained in a triggered retrieval result when the agent triggers a certain retrieval result in the search results, wherein the target keywords at least comprise: the work order data in a preset area in the work order at least comprises the following data: target city information;
a tag value extraction unit, configured to obtain a tag value corresponding to the target keyword, where each target keyword is a tag, each tag corresponds to a unique tag value, and a combined tag obtained by combining multiple tags also corresponds to a unique tag value;
the entry calling unit is used for calling the entry corresponding to the label value from the database and displaying the entry to the seat personnel through an auxiliary area of the seat interface;
the entries comprise: the method comprises the steps of containing preset attribute information which is associated with preset keywords;
the preliminary retrieval unit is used for acquiring the work order data input by the seat personnel; data are basically retrieved from the work order data according to a preset capturing rule; and carrying out preliminary retrieval according to the captured basic retrieval data, and outputting a retrieval result.
6. The call platform data processing apparatus according to claim 5, wherein the preliminary retrieval unit, when retrieving data from the work order data according to a preset capture rule, is specifically configured to: including but not limited to, capturing target cell information, target city information and target service information of the user from the work order data according to preset capturing rules.
7. The call platform data processing apparatus according to claim 5, wherein the tag value extracting unit is specifically configured to:
acquiring a target keyword extracted by a target keyword extraction unit, and recording the target keyword as a first keyword;
acquiring target keywords input by the seat and recording the target keywords as second keywords;
combining the first keyword and the second keyword to obtain a target keyword group;
and acquiring a label value corresponding to the target keyword group.
8. The call platform data processing apparatus according to claim 7, wherein the tag value extracting unit, when acquiring the target keyword keyed in by the agent, is specifically configured to:
acquiring a target keyword which is input by the agent through a target keyword input window;
acquiring preset work order data in a work order input by a seat;
and using the target keywords and/or preset work order data input by the target keyword input window as target keywords input by the agent.
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| CN201810474073.2A CN108776898B (en) | 2018-05-17 | 2018-05-17 | Call platform data processing method and device |
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| CN201810474073.2A CN108776898B (en) | 2018-05-17 | 2018-05-17 | Call platform data processing method and device |
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| CN101515970A (en) * | 2008-02-22 | 2009-08-26 | 中兴通讯股份有限公司 | Search engine-based customer call center system |
| CN102546977A (en) * | 2010-12-16 | 2012-07-04 | 上海博泰悦臻电子设备制造有限公司 | Method for processing calling information and processing system of method |
| CN105681609A (en) * | 2014-11-20 | 2016-06-15 | 中兴通讯股份有限公司 | Assistance method and device for service center agent |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101515970A (en) * | 2008-02-22 | 2009-08-26 | 中兴通讯股份有限公司 | Search engine-based customer call center system |
| CN102546977A (en) * | 2010-12-16 | 2012-07-04 | 上海博泰悦臻电子设备制造有限公司 | Method for processing calling information and processing system of method |
| CN105681609A (en) * | 2014-11-20 | 2016-06-15 | 中兴通讯股份有限公司 | Assistance method and device for service center agent |
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