CN109214666A - A kind of intelligence customer service management regulation system - Google Patents
A kind of intelligence customer service management regulation system Download PDFInfo
- Publication number
- CN109214666A CN109214666A CN201810967184.7A CN201810967184A CN109214666A CN 109214666 A CN109214666 A CN 109214666A CN 201810967184 A CN201810967184 A CN 201810967184A CN 109214666 A CN109214666 A CN 109214666A
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- China
- Prior art keywords
- contact staff
- type
- outgoing call
- call user
- area
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
Abstract
The invention discloses a kind of intelligent customer service management regulation systems；Regio-regular module is used to according to the birth area of contact staff and/or growth area and/or study area be that the contact staff sets target service area；Regular module is seeked advice from for being that the contact staff sets destination service type according to the professional technique type of contact staff；Call the problem of number attribution and outgoing call user of the regular module for obtaining outer calling telephone are seeked advice from type；It is that outgoing call user distributes contact staff that intelligent control module, which is used for the problem of target service area in conjunction with contact staff, destination service type, the number attribution of outer calling telephone and outgoing call user seek advice from type,.Present invention saves the times of outgoing call user, improve the consulting experience sense of outgoing call user, while improving the working efficiency and efficiency of service of contact staff, realize that outgoing call user and the synchronous of contact staff both sides' satisfaction improve.
Description
Technical field
The present invention relates to customer service management system technical field more particularly to a kind of intelligent customer service management regulation systems.
Background technique
With the development of internet and Network Marketing Mode importance highlights, and online customer service system can become network
The important tool of marketing, and enterprise web site image is promoted, reinforce the indispensable tool that enterprise interacts with visitor.The skill of instant messaging
Art and mode are also increasingly advanced, and communicative channel is effectively established between user and trade company, solve the problems, such as user, while being quotient
Economic benefit is created at family, not only convenient and efficient but also easy to use.And existing communication way is also more and more diversified, freely
Call-back phone, offline real-time message and visitor dialogue etc. functions although may insure not being lost potential sales opportunnities, but specially
The customer service of industry needs more optimized technology and more perfect system to realize, this is also that customer service supplier needs the technology faced to ask
Topic.
Summary of the invention
Technical problems based on background technology, the invention proposes a kind of intelligent customer service management regulation systems.
Intelligence customer service management regulation system proposed by the present invention, comprising:
Regio-regular module, for according to the birth of contact staff area and/or growth area and/or study area for should
Contact staff sets target service area；
Regular module is seeked advice from, for being that the contact staff sets destination service class according to the professional technique type of contact staff
Type；
Call regular module, for obtain outer calling telephone number attribution and outgoing call user seek advice from the problem of type；
Intelligent control module, for combining target service area, the destination service type, number of outer calling telephone of contact staff
The problem of code ownership place and outgoing call user seek advice from type is that outgoing call user distributes contact staff.
Preferably, the intelligent control module is specifically used for:
Obtain the target service area of contact staff；
The problem of obtaining number attribution, specified outgoing call user consulting of specified outer calling telephone type；
Target service area contact staff identical with the specified number attribution of outer calling telephone is included in the first alternative collection
It closes；
Obtain the first destination service type for alternatively gathering interior contact staff；
By first it is alternative gather in destination service type seeked advice from specified outgoing call user the problem of the identical customer service people of type
Member is included in the second alternative set；
The second working condition for alternatively gathering interior contact staff is obtained, the contact staff being in idle condition is included in third
Alternative set；
Contact staff in third is alternatively gathered makees ascending order arrangement according to working time on same day length；
Select third alternatively gather in the contact staff of the contact staff that makes number one as specified outer calling telephone.
Preferably, in the regio-regular module, the target service area include provinces and cities, autonomous region, municipality directly under the Central Government, especially
One of administrative area.
Preferably, in the regular module of the calling, the number attribution of the outer calling telephone includes provinces and cities, autonomous region, straight
Have jurisdiction over one of city, special administrative region.
Preferably, in the regular module of consulting, a kind of a kind of professional technique type and target of the contact staff is taken
Service type corresponds.
Preferably, in the regular module of consulting, a kind of professional technique type and at least two mesh of the contact staff
It is corresponding to mark service type.
Intelligence customer service management regulation system proposed by the present invention, by acquire and analyze the coverage of contact staff with
And service type, to determine service range that contact staff is capable of providing；Then acquire outer calling telephone number attribution and
Outgoing call user asks questions type, then the number attribution of outer calling telephone is matched with the coverage of contact staff, is
Outgoing call user selects matched contact staff, can be improved contact staff and the laminating degree of outgoing call user geographically, has
Conducive to the service quality and efficiency of service for improving the contact staff；And the problem of seeking advice from outgoing call user type and customer service people
The service type of member is matched, and the contact staff of pertinent service is capable of providing for outgoing call user selection, makes customer service people
Member can quickly, effectively, accurately solve the problem of outgoing call user, on the one hand saved the time of outgoing call user, mentioned
The high consulting experience sense of outgoing call user, on the other hand improves the working efficiency and efficiency of service of contact staff, realizes outgoing call
User and the synchronous of contact staff both sides' satisfaction are improved, to realize this customer service management system to user demand and customer service
The intelligent management of personnel's technological service and regulation.
Detailed description of the invention
Fig. 1 is a kind of structural schematic diagram of intelligent customer service management regulation system.
Specific embodiment
As shown in FIG. 1, FIG. 1 is a kind of intelligent customer service management regulation systems proposed by the present invention.
Referring to Fig.1, intelligent customer service management regulation system proposed by the present invention, comprising:
Regio-regular module, for according to the birth of contact staff area and/or growth area and/or study area for should
Contact staff sets target service area；
Regular module is seeked advice from, for being that the contact staff sets destination service class according to the professional technique type of contact staff
Type；
Call regular module, for obtain outer calling telephone number attribution and outgoing call user seek advice from the problem of type；
Intelligent control module, for combining target service area, the destination service type, number of outer calling telephone of contact staff
The problem of code ownership place and outgoing call user seek advice from type is that outgoing call user distributes contact staff.
In present embodiment, the intelligent control module is specifically used for:
Obtain the target service area of contact staff；
The problem of obtaining number attribution, specified outgoing call user consulting of specified outer calling telephone type；
Target service area contact staff identical with the specified number attribution of outer calling telephone is included in the first alternative collection
It closes；
Obtain the first destination service type for alternatively gathering interior contact staff；
By first it is alternative gather in destination service type seeked advice from specified outgoing call user the problem of the identical customer service people of type
Member is included in the second alternative set；
The second working condition for alternatively gathering interior contact staff is obtained, the contact staff being in idle condition is included in third
Alternative set；
Contact staff in third is alternatively gathered makees ascending order arrangement according to working time on same day length；
Select third alternatively gather in the contact staff of the contact staff that makes number one as specified outer calling telephone.
In a further embodiment, in the regio-regular module, the target service area includes provinces and cities, autonomy
One of area, municipality directly under the Central Government, special administrative region, with comprehensive and accurately effectively acquired to the coverage of contact staff
And analysis.
Corresponding, in the regular module of the calling, the number attribution of the outer calling telephone includes provinces and cities, autonomous region, straight
One of city, special administrative region are had jurisdiction over, accurately to obtain the region of outer calling telephone, selects contact staff for outgoing call user
Direct and accurate reference frame is provided.
In a further embodiment, in the regular module of consulting, a kind of professional technique type of the contact staff
It is corresponded with a kind of destination service type；
A kind of professional technique type of the contact staff is corresponding at least two destination service types；
The professional technique type and destination service type of above-mentioned contact staff is according to practical application scene and actual demand
It is adjusted, to meet with the information matches process under different situations.
The intelligent customer service management regulation system that present embodiment proposes, by the service area for acquiring and analyzing contact staff
Domain and service type, to determine service range that contact staff is capable of providing；Then the number attribution of outer calling telephone is acquired
And outgoing call user asks questions type, then the coverage of the number attribution of outer calling telephone and contact staff are carried out
Match, select matched contact staff for outgoing call user, can be improved contact staff and outgoing call user geographically be bonded journey
Degree, is conducive to the service quality for improving the contact staff and efficiency of service；And by outgoing call user seek advice from the problem of type and visitor
The service type for taking personnel matches, and the contact staff of pertinent service is capable of providing for outgoing call user selection, makes visitor
The personnel of clothes can quickly, effectively, accurately the problem of outgoing call user, is solved, on the one hand saved outgoing call user when
Between, the consulting experience sense of outgoing call user is improved, the working efficiency and efficiency of service of contact staff are on the other hand improved, is realized
The synchronous of outgoing call user and contact staff both sides' satisfaction is improved, thus realize this customer service management system to user demand and
The intelligent management of contact staff's technological service and regulation.
The foregoing is only a preferred embodiment of the present invention, but scope of protection of the present invention is not limited thereto,
Anyone skilled in the art in the technical scope disclosed by the present invention, according to the technique and scheme of the present invention and its
Inventive concept is subject to equivalent substitution or change, should be covered by the protection scope of the present invention.
Claims (6)
1. a kind of intelligence customer service management regulation system characterized by comprising
Regio-regular module, for being the customer service according to the birth area of contact staff and/or growth area and/or study area
Personnel setting target service area；
Regular module is seeked advice from, for being that the contact staff sets destination service type according to the professional technique type of contact staff；
Call regular module, for obtain outer calling telephone number attribution and outgoing call user seek advice from the problem of type；
Intelligent control module, the number for the target service area of combination contact staff, destination service type, outer calling telephone are returned
The problem of possession and outgoing call user seek advice from type is that outgoing call user distributes contact staff.
2. intelligence customer service management regulation system according to claim 1, which is characterized in that the intelligent control module tool
Body is used for:
Obtain the target service area of contact staff；
The problem of obtaining number attribution, specified outgoing call user consulting of specified outer calling telephone type；
Target service area contact staff identical with the specified number attribution of outer calling telephone is included in the first alternative set；
Obtain the first destination service type for alternatively gathering interior contact staff；
By first it is alternative gather in destination service type seeked advice from specified outgoing call user the problem of the identical contact staff of type arrange
Enter the second alternative set；
The second working condition for alternatively gathering interior contact staff is obtained, it is alternative that the contact staff being in idle condition is included in third
Set；
Contact staff in third is alternatively gathered makees ascending order arrangement according to working time on same day length；
Select third alternatively gather in the contact staff of the contact staff that makes number one as specified outer calling telephone.
3. intelligence customer service management regulation system according to claim 1, which is characterized in that the regio-regular module
In, the target service area includes one of provinces and cities, autonomous region, municipality directly under the Central Government, special administrative region.
4. intelligence customer service management regulation system according to claim 1, which is characterized in that the regular module of calling
In, the number attribution of the outer calling telephone includes one of provinces and cities, autonomous region, municipality directly under the Central Government, special administrative region.
5. intelligence customer service management regulation system according to claim 1, which is characterized in that the regular module of consulting
In, a kind of a kind of professional technique type and destination service type of the contact staff corresponds.
6. intelligence customer service management regulation system according to claim 1, which is characterized in that the regular module of consulting
In, a kind of professional technique type of the contact staff is corresponding at least two destination service types.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810967184.7A CN109214666A (en) | 2018-08-23 | 2018-08-23 | A kind of intelligence customer service management regulation system |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810967184.7A CN109214666A (en) | 2018-08-23 | 2018-08-23 | A kind of intelligence customer service management regulation system |
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| CN109214666A true CN109214666A (en) | 2019-01-15 |
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| CN201810967184.7A Pending CN109214666A (en) | 2018-08-23 | 2018-08-23 | A kind of intelligence customer service management regulation system |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110213450A (en) * | 2019-05-14 | 2019-09-06 | 长沙手之声信息科技有限公司 | Based on polycentric sign language online customer service allocation management method, apparatus and system |
| CN110472982A (en) * | 2019-08-01 | 2019-11-19 | 深圳市遇住信息科技有限公司 | A kind of customer service intelligent management system and method |
| CN111031181A (en) * | 2019-11-18 | 2020-04-17 | 集奥聚合(北京)人工智能科技有限公司 | Method, system and server for deploying and scheduling home-based line of outgoing call of telephone |
| CN111325450A (en) * | 2020-01-31 | 2020-06-23 | 携程计算机技术（上海）有限公司 | Processing method and system for automatic customer service borrowing, electronic equipment and storage medium |
| CN112866494A (en) * | 2020-12-16 | 2021-05-28 | 华人运通(上海)云计算科技有限公司 | Intelligent customer service cooperation system and method for vehicle |
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| CN102801878A (en) * | 2012-07-11 | 2012-11-28 | 江苏飞象科技有限公司 | Mobile internet customer service method and system |
| CN104066053A (en) * | 2014-07-04 | 2014-09-24 | 饶渐平 | Mobile after-sales service method |
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2018
- 2018-08-23 CN CN201810967184.7A patent/CN109214666A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102801878A (en) * | 2012-07-11 | 2012-11-28 | 江苏飞象科技有限公司 | Mobile internet customer service method and system |
| CN104066053A (en) * | 2014-07-04 | 2014-09-24 | 饶渐平 | Mobile after-sales service method |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110213450A (en) * | 2019-05-14 | 2019-09-06 | 长沙手之声信息科技有限公司 | Based on polycentric sign language online customer service allocation management method, apparatus and system |
| CN110213450B (en) * | 2019-05-14 | 2021-04-23 | 长沙手之声信息科技有限公司 | Multi-center-based sign language online customer service distribution management method, device and system |
| CN110472982A (en) * | 2019-08-01 | 2019-11-19 | 深圳市遇住信息科技有限公司 | A kind of customer service intelligent management system and method |
| CN111031181A (en) * | 2019-11-18 | 2020-04-17 | 集奥聚合(北京)人工智能科技有限公司 | Method, system and server for deploying and scheduling home-based line of outgoing call of telephone |
| CN111325450A (en) * | 2020-01-31 | 2020-06-23 | 携程计算机技术（上海）有限公司 | Processing method and system for automatic customer service borrowing, electronic equipment and storage medium |
| CN111325450B (en) * | 2020-01-31 | 2023-11-14 | 携程计算机技术（上海）有限公司 | Customer service automatic borrowing processing method, system, electronic equipment and storage medium |
| CN112866494A (en) * | 2020-12-16 | 2021-05-28 | 华人运通(上海)云计算科技有限公司 | Intelligent customer service cooperation system and method for vehicle |
| CN112866494B (en) * | 2020-12-16 | 2023-01-24 | 华人运通(上海)云计算科技有限公司 | Intelligent customer service cooperation system and method for vehicle |
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Application publication date: 20190115 |