CN109670021A - It is a kind of freely to circulate and the customer service system of custom field - Google Patents
It is a kind of freely to circulate and the customer service system of custom field Download PDFInfo
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- CN109670021A CN109670021A CN201811517968.6A CN201811517968A CN109670021A CN 109670021 A CN109670021 A CN 109670021A CN 201811517968 A CN201811517968 A CN 201811517968A CN 109670021 A CN109670021 A CN 109670021A
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- 238000012546 transfer Methods 0.000 claims abstract description 25
- 239000013589 supplement Substances 0.000 claims abstract description 21
- 238000012545 processing Methods 0.000 claims abstract description 17
- 230000007704 transition Effects 0.000 claims abstract description 12
- 239000000284 extract Substances 0.000 claims abstract description 11
- 238000000605 extraction Methods 0.000 claims description 10
- 238000003032 molecular docking Methods 0.000 claims description 5
- 230000004044 response Effects 0.000 claims description 5
- 230000000116 mitigating effect Effects 0.000 abstract 1
- 230000006872 improvement Effects 0.000 description 3
- 238000005516 engineering process Methods 0.000 description 2
- 238000000034 method Methods 0.000 description 2
- 210000004556 brain Anatomy 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 238000004891 communication Methods 0.000 description 1
- 238000010276 construction Methods 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 230000005611 electricity Effects 0.000 description 1
- 230000006870 function Effects 0.000 description 1
- 230000003993 interaction Effects 0.000 description 1
- 238000000465 moulding Methods 0.000 description 1
- 238000002360 preparation method Methods 0.000 description 1
- 239000007787 solid Substances 0.000 description 1
Classifications
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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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
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- Computer And Data Communications (AREA)
Abstract
It freely circulates and the customer service system of custom field the invention discloses a kind of, comprising: question and answer processing module the problem of for obtaining user, extracts the processing that key to the issue word carries out problem；Free circulation unit, the transition element of customer service system, the transfer transition for problem；Database supplement and update module, the answer for the new problem to appearance carry out typing supplement and perfect；Terminate session module, for terminating to talk with client.Free circulation unit analysis show that problem answers database can not answered in the present invention, it directly transfers artificial customer service, client's waiting time is reduced, effective to promote the efficiency for solving customer issue, database supplement and update module can timely update database, data-base content increases expansion, customer service seat pressure can be shared, and solves customer issue in time, continuous supplement and update are convenient for the perfect of system, mitigation personnel's pressure, improves the working efficiency of customer service system.
Description
Technical field
The present invention relates to customer service system fields, in particular to a kind of freely to circulate and the customer service system of custom field.
Background technique
Customer service system is a personnel, operation flow, technology and the strategic system mutually coordinated, it, which is provided, obtains tissue money
The appropriate channel in source, customer value and enterprise value are created by a kind of communication way of interaction, and customer service system is around clothes
Business expansion, its core concept, which is customer satisfaction and customer loyalty, to be promoted by obtaining Customer Satisfaction and loyalty
Mutual advantageous exchange, the final improvement for realizing marketing performance.The good public affairs of company are moulded and strengthened simultaneously by good service
It is conformal as, create the advantageous public opinion environment, strive for advantageous government policy, the final long-run development for realizing company.
But the general professional problem freely to circulate and custom field customer service system can not answer customer service seat
Need client that customer service seat inquiry professional is waited to answer, client's waiting time is longer, and problem interpretation is not very clear,
It is general freely to circulate with custom field customer service system database using solid without the function of directly being linked up with professional
Determine document, supplement update it is slower, can not good sophisticated systems, for this purpose, it is proposed that a kind of freely circulate and customized word
The customer service system of section.
Summary of the invention
It freely circulates and the customer service system of custom field, can effectively solve the main purpose of the present invention is to provide a kind of
Certainly the problems in background technique.
To achieve the above object, the technical scheme adopted by the invention is as follows:
It is a kind of freely to circulate and the customer service system of custom field, comprising:
Question and answer processing module the problem of for obtaining user, extracts the processing that key to the issue word carries out problem；
Free circulation unit, the transition element of customer service system, the transfer transition for problem；
Database supplement and update module, the answer for the new problem to appearance carry out typing supplement and perfect；
Terminate session module, for terminating to talk with client.
Preferably, the question and answer processing module include problem extraction and analysis module, problem automatically reply module and problem from
Dynamic module of carrying down；Problem extraction and analysis module can extract key to the issue word and be analyzed；
Problem, which automatically replies module, to automatically reply response according to the answer of the same problem of the preparatory typing of database；
The problem of problem auto convert module can not go out's system answer auto convert is to free circulation unit.
Preferably, the free circulation unit includes control module, automatically accesses artificial module and dialogue interconnecting module；Control
Molding block includes receiving module and supervision recording module, and receiving module is used for the problem of Receiver Problem auto convert module is sent,
Directly switching customer service seat, the dialogue that supervision recording module is used to supervise between typing customer service seat and client；
Artificial module is automatically accessed for docking customer service seat, convenient for answering a question；
Switching professional replys when dialogue interconnecting module proposes that problem seat is not answered for client.
Preferably, the database supplement and update module include memory module, recording module and storage module.
Preferably, the memory module is for remembering identification customer issue and memory problems answer, the recording module
The problem of for manual entry problem and intercepting answer voice, the storage module are used to problem and problem answers being stored in electricity
In brain database.
Preferably, the end session module includes that the automatic session module of seat, client end automatically session module and super
When end automatically session module.
Preferably, the seat ends automatically session module and talks with for closing when seat and client's end-of-dialogue, simultaneously
SMS Tip is sent to client；The client, which ends automatically session module and closes for client, to talk with；The time-out ends automatically
Session module includes overtime self-closing session module and overtime automatic transfer module.
Preferably, the overtime self-closing session module is not made a speech for a long time for client, and system interrupts dialogue automatically
Connection, and prompt information is sent to client, the time-out automatic transfer module is not made a speech or is docked for a long time for customer service seat
There are obstacle, other customer services of system automatic transfer.
Compared with prior art, it freely circulates and the customer service system of custom field, has such as the present invention provides a kind of
It is lower the utility model has the advantages that
1, free circulation unit can extraction and analysis problem compared with the data in database, Similar Problems answer energy
Enough directly to reply, analysis show that problem answers database can not answered, artificial customer service of directly transferring, and reduces client's waiting time,
It is effective to promote the efficiency for solving customer issue, and the insurmountable technical problem of customer issue customer service seat is directly turned
Professional is met to answer, it is effective to save the time, complicated keystroke sequence, directly solution customer issue are avoided, work is improved
Make efficiency；
2, database supplement and update module can timely update database, and data-base content increases expansion, can share
Customer service seat pressure, and customer issue is solved in time, continuous supplement and update mitigate personnel's pressure convenient for the perfect of system
Power improves the working efficiency of customer service system；
Part is not directed in the device to be the same as those in the prior art or can be realized by using the prior art.
Detailed description of the invention
Fig. 1, which is that the present invention is a kind of, freely to circulate and the overall system view of the customer service system of custom field.
Fig. 2, which is that the present invention is a kind of, freely to circulate and talks with adapting system figure in the customer service system of custom field.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.
In the description of the present invention, it is to be understood that, term " on ", "lower", "front", "rear", "left", "right", "top",
The orientation or positional relationship of the instructions such as "bottom", "inner", "outside" is to be based on the orientation or positional relationship shown in the drawings, merely to just
In description the present invention and simplify description, rather than the device or element of indication or suggestion meaning must have a particular orientation, with
Specific orientation construction and operation, therefore be not considered as limiting the invention.
Embodiment 1
As shown in Figure 1, a kind of freely circulate and the customer service system of custom field, comprising:
Question and answer processing module the problem of for obtaining user, extracts the processing that key to the issue word carries out problem, the question and answer
Processing module includes that problem extraction and analysis module, problem automatically reply module and problem auto convert module；Problem extraction and analysis
Module can extract key to the issue word and be analyzed；Problem automatically replies module can be according to identical the asking of the preparatory typing of database
Topic replies and automatically replies response；The problem of problem auto convert module can not go out's system answer auto convert is to freely circulating
Unit；
Free circulation unit, the transition element of customer service system, the transfer transition for problem；The free circulation unit packet
It includes control module and automatically accesses artificial module；Control module includes receiving module and supervision recording module, and receiving module is used for
The problem of Receiver Problem auto convert module is sent, directly switching customer service seat, supervision recording module is for supervising typing customer service
Dialogue between seat and client；Artificial module is automatically accessed for docking customer service seat, convenient for answering a question.
Terminate session module, for terminating to talk with client, the end session module include the automatic session module of seat,
Client ends automatically session module and time-out ends automatically session module；The seat end automatically session module for seat with
Dialogue is closed when client's end-of-dialogue, while sending SMS Tip to client；The client ends automatically session module and is used for visitor
Dialogue is closed at family；It includes overtime self-closing session module and overtime automatic transfer mould that the time-out, which ends automatically session module,
Block, the overtime self-closing session module are not made a speech for a long time for client, and system interrupts dialogue connection automatically, and gives client
Prompt information is sent, the time-out automatic transfer module, which is not made a speech or docked for a long time for customer service seat, obstacle, system occurs
Other customer services of automatic transfer.
Terminate in session module in the present embodiment, adds client and do not send out because of the automatic the interruption ends pair of speech system for a long time
Words and seat customer service, which are not made a speech or docked for a long time, there is obstacle, and the work of protection is played in other customer services of system automatic transfer
With avoiding client from falling into a long wait.
Embodiment 2
It is as shown in Figs. 1-2, a kind of freely to circulate and the customer service system of custom field, comprising:
Question and answer processing module the problem of for obtaining user, extracts the processing that key to the issue word carries out problem, the question and answer
Processing module includes that problem extraction and analysis module, problem automatically reply module and problem auto convert module；Problem extraction and analysis
Module can extract key to the issue word and be analyzed；Problem automatically replies module can be according to identical the asking of the preparatory typing of database
Topic replies and automatically replies response；The problem of problem auto convert module can not go out's system answer auto convert is to freely circulating
Unit；
Free circulation unit, the transition element of customer service system, the transfer transition for problem；The free circulation unit packet
It includes control module, automatically access artificial module and dialogue interconnecting module；Control module include receiving module and supervision recording module,
The problem of receiving module is sent for Receiver Problem auto convert module, directly switching customer service seat, supervision recording module are used for
Supervise the dialogue between typing customer service seat and client；Artificial module is automatically accessed for docking customer service seat, convenient for solution question and answer
Topic；Switching professional replys when dialogue interconnecting module proposes that problem seat is not answered for client；
Terminate session module, for terminating to talk with client, the end session module include the automatic session module of seat,
Client ends automatically session module and time-out ends automatically session module；The seat end automatically session module for seat with
Dialogue is closed when client's end-of-dialogue, while sending SMS Tip to client；The client ends automatically session module and is used for visitor
Dialogue is closed at family；It includes overtime self-closing session module and overtime automatic transfer mould that the time-out, which ends automatically session module,
Block, the overtime self-closing session module are not made a speech for a long time for client, and system interrupts dialogue connection automatically, and gives client
Prompt information is sent, the time-out automatic transfer module, which is not made a speech or docked for a long time for customer service seat, obstacle, system occurs
Other customer services of automatic transfer.
It is added to dialogue interconnecting module on the basis of embodiment 1, for the insurmountable skill of customer issue customer service seat
The art problem professional that directly transfers answers, effective to save the time, avoids complicated keystroke sequence, directly solution client
Problem improves working efficiency.
Embodiment 3
It is as shown in Figs. 1-2, a kind of freely to circulate and the customer service system of custom field, comprising:
Question and answer processing module the problem of for obtaining user, extracts the processing that key to the issue word carries out problem, the question and answer
Processing module includes that problem extraction and analysis module, problem automatically reply module and problem auto convert module；Problem extraction and analysis
Module can extract key to the issue word and be analyzed；Problem automatically replies module can be according to identical the asking of the preparatory typing of database
Topic replies and automatically replies response；The problem of problem auto convert module can not go out's system answer auto convert is to freely circulating
Unit；
Free circulation unit, the transition element of customer service system, the transfer transition for problem；The free circulation unit packet
It includes control module, automatically access artificial module and dialogue interconnecting module；Control module include receiving module and supervision recording module,
The problem of receiving module is sent for Receiver Problem auto convert module, directly switching customer service seat, supervision recording module are used for
Supervise the dialogue between typing customer service seat and client；Artificial module is automatically accessed for docking customer service seat, convenient for solution question and answer
Topic；Switching professional replys when dialogue interconnecting module proposes that problem seat is not answered for client；
Database supplement and update module, the answer for the new problem to appearance carries out typing supplement and perfect, described
Database supplement and update module include memory module, recording module and storage module, and the memory module is for remembering identification
Customer issue and memory problems answer, the recording module is for manual entry problem and answer voice the problem of interception, institute
Storage module is stated for problem and problem answers to be stored in computer data；
Terminate session module, for terminating to talk with client, the end session module include the automatic session module of seat,
Client ends automatically session module and time-out ends automatically session module；The seat end automatically session module for seat with
Dialogue is closed when client's end-of-dialogue, while sending SMS Tip to client；The client ends automatically session module and is used for visitor
Dialogue is closed at family；It includes overtime self-closing session module and overtime automatic transfer mould that the time-out, which ends automatically session module,
Block, the overtime self-closing session module are not made a speech for a long time for client, and system interrupts dialogue connection automatically, and gives client
Prompt information is sent, the time-out automatic transfer module, which is not made a speech or docked for a long time for customer service seat, obstacle, system occurs
Other customer services of automatic transfer.
Database supplement and update module are increased on the basis of embodiment 2, can timely update database, database
Content increases expansion, can share customer service seat pressure, and solve customer issue in time, continuous to supplement and update convenient for being
That unites is perfect, mitigates personnel's pressure, improves the working efficiency of customer service system.
The present invention adds dialogue interconnecting module and database supplement and update module in general customer service system, for
The insurmountable technical problem of the customer issue customer service seat professional that directly transfers answers, effective to save the time, keeps away
Exempt from complicated keystroke sequence, directly solution customer issue, improves working efficiency, database supplement and update module can in time more
New database, data-base content increase expansion, can share customer service seat pressure, and solve customer issue in time, constantly
Supplement and update mitigate personnel's pressure, improve the working efficiency of customer service system, more general customer service system convenient for the perfect of system
It unites more perfect and convenient for safeguarding.Additional embodiment 3 is optimal selection.
The above shows and describes the basic principles and main features of the present invention and the advantages of the present invention.The technology of the industry
Personnel are it should be appreciated that the present invention is not limited to the above embodiments, and the above embodiments and description only describe this
The principle of invention, without departing from the spirit and scope of the present invention, various changes and improvements may be made to the invention, these changes
Change and improvement all fall within the protetion scope of the claimed invention.The claimed scope of the invention by appended claims and its
Equivalent thereof.
Claims (8)
1. a kind of freely circulate and the customer service system of custom field characterized by comprising
Question and answer processing module the problem of for obtaining user, extracts the processing that key to the issue word carries out problem；
Free circulation unit, the transition element of customer service system, the transfer transition for problem；
Database supplement and update module, the answer for the new problem to appearance carry out typing supplement and perfect；
Terminate session module, for terminating to talk with client.
It a kind of freely circulates and the customer service system of custom field 2. according to claim 1, it is characterised in that: described to ask
Answering processing module includes that problem extraction and analysis module, problem automatically reply module and problem auto convert module；Problem, which is extracted, divides
Analysis module can extract key to the issue word and be analyzed；
Problem, which automatically replies module, to automatically reply response according to the answer of the same problem of the preparatory typing of database；
The problem of problem auto convert module can not go out's system answer auto convert is to free circulation unit.
A kind of freely circulate and the customer service system of custom field 3. according to claim 1, it is characterised in that: it is described from
Include control module by circulation unit, automatically access artificial module and dialogue interconnecting module；Control module include receiving module and
Recording module is supervised, receiving module is used for the problem of Receiver Problem auto convert module is sent, directly switching customer service seat, supervision
Recording module is used for the dialogue supervised between typing customer service seat and client；
Artificial module is automatically accessed for docking customer service seat, convenient for answering a question；
Switching professional replys when dialogue interconnecting module proposes that problem seat is not answered for client.
It a kind of freely circulates and the customer service system of custom field 4. according to claim 1, it is characterised in that: the number
It include memory module, recording module and storage module according to library supplement and update module.
It a kind of freely circulates and the customer service system of custom field 5. according to claim 4, it is characterised in that: the note
Recall module for remember identification customer issue and memory problems answer, the recording module for manual entry problem with intercept
The problem of answer voice, the storage module is used to for problem and problem answers being stored in computer data.
It a kind of freely circulates and the customer service system of custom field 6. according to claim 1, it is characterised in that: the knot
Beam session module includes the automatic session module of seat, client ends automatically session module and time-out ends automatically session module.
It a kind of freely circulates and the customer service system of custom field 7. according to claim 6, it is characterised in that: the seat
Seat ends automatically session module and talks with for closing when seat and client's end-of-dialogue, while sending SMS Tip to client；Institute
It states client and ends automatically session module and closed for client and talk with；It includes the automatic pass of time-out that the time-out, which ends automatically session module,
Close session module and overtime automatic transfer module.
It a kind of freely circulates and the customer service system of custom field 8. according to claim 7, it is characterised in that: described super
When be automatically closed session module for client for a long time do not make a speech, system interrupts automatically dialogue connection, and give client send prompt
Information, the time-out automatic transfer module, which is not made a speech or docked for a long time for customer service seat, there is obstacle, system automatic transfer
Other customer services.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811517968.6A CN109670021A (en) | 2018-12-12 | 2018-12-12 | It is a kind of freely to circulate and the customer service system of custom field |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201811517968.6A CN109670021A (en) | 2018-12-12 | 2018-12-12 | It is a kind of freely to circulate and the customer service system of custom field |
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| CN109670021A true CN109670021A (en) | 2019-04-23 |
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| Application Number | Title | Priority Date | Filing Date |
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Cited By (1)
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| CN110445941A (en) * | 2019-08-16 | 2019-11-12 | 北京空中信使信息技术有限公司 | Response timeout treatment method and apparatus |
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Application publication date: 20190423 |