CN109978569A - A kind of interactive office system Internet-based - Google Patents
A kind of interactive office system Internet-based Download PDFInfo
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- CN109978569A CN109978569A CN201910200539.4A CN201910200539A CN109978569A CN 109978569 A CN109978569 A CN 109978569A CN 201910200539 A CN201910200539 A CN 201910200539A CN 109978569 A CN109978569 A CN 109978569A
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- 230000002452 interceptive effect Effects 0.000 title claims abstract description 13
- 238000012545 processing Methods 0.000 claims abstract description 41
- 238000012544 monitoring process Methods 0.000 claims abstract description 12
- 230000000694 effects Effects 0.000 claims abstract description 7
- 239000000284 extract Substances 0.000 claims abstract description 4
- 201000009032 substance abuse Diseases 0.000 claims abstract 3
- 238000012216 screening Methods 0.000 claims description 38
- 230000010365 information processing Effects 0.000 claims description 18
- 238000000034 method Methods 0.000 claims description 7
- 230000001186 cumulative effect Effects 0.000 claims description 3
- 238000004519 manufacturing process Methods 0.000 description 4
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- 238000004891 communication Methods 0.000 description 2
- 230000004043 responsiveness Effects 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
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- 238000007726 management method Methods 0.000 description 1
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Abstract
The invention belongs to office system technical field, specifically a kind of interactive office system Internet-based, including monitoring module, operation interface replace module, data statistics module；Monitoring module is used to monitor the actual effect that contact staff handles customer information；Taxon is used to the information of client and contact staff's chat carrying out classification processing；What voice unit (VU) was used to issue client there is the aggressive tone to be converted into the weak tone；What text unit, picture element unit cell were used to issue client, which have, abuses or aggressive text extracts and is converted into warm or comfort text and picture；Data statistics module is used to count that client to be reflected is that the problem of product problem or contact staff not can solve client counts；Module is replaced by operation interface, the language with aggressiveness or abusing property for issuing client converts, and is converted to the language hair with comfort or warmth, the enthusiasm of raising contact staff's work.
Description
Technical field
The invention belongs to office system technical field, specifically a kind of interactive office system Internet-based.
Background technique
Office system is with enterprise management software system engineering, is support with IT technology based on business administration demand,
The integrated management method of data information is provided for enterprise.Traditional office system is mostly based on the application of web, is all more ice-cold
The page lacks the communication of hommization, also makes the most effective communication quilt of person to person's most original departing from the thought of team in design
Traditional web office system is destroyed.
Such as in the common office system chatted about contact staff and client, it sometimes appear that some clients' is unliterary
Bright term or uncultivated voice attack contact staff, this usually influences whether the enthusiasm when work of contact staff
And working condition, this prolonged working condition, contact staff can be made to will appear work fatigue sense, and then when influence work
Efficiency；Simultaneously, it may appear that the problem of client is reflected timely can not handle and solve, and also will appear contact staff cannot be high
The working condition of effect.
Summary of the invention
In order to make up for the deficiencies of the prior art, a kind of interactive office system Internet-based proposed by the present invention, this
Invention is mainly used for solving the problem of that client occur when client and contact staff chat reflects and cannot solve in time；Meanwhile visitor
Family influences the enthusiasm and working condition when contact staff's work it sometimes appear that uncultivated language.
The technical solution adopted by the present invention to solve the technical problems is: a kind of friendship Internet-based of the present invention
Mutual formula office system, including monitoring module, operation interface replacement module and data statistics module；The monitoring module is for monitoring
The actual effect of contact staff's processing customer information；The operation interface replacement module includes taxon, voice unit (VU), text list
Member and picture element unit cell；The taxon is used to have aggressive text, sound in the information of client and contact staff's chat
Sound and picture carry out classification processing；The voice unit (VU) is converted into for sorting out to taxon with the aggressive tone
The weak tone；The text unit is used to sort out taxon to have and abuse or aggressive text extracts turn
Change warm or comfort text into；The picture element unit cell is used to sort out taxon with abusing or aggressive picture
It is converted into the picture with comfort；What the client that the data statistics module is monitored for Statistical monitor module was reflected is
Not the problem of product or contact staff not can solve client；Module is replaced by operation interface, taxon is by client to customer service
What personnel were issued there is aggressive or abusing property information to classify, then pass through voice unit (VU), text unit and picture list
Member converts sound, text, picture, is converted to the dialog box that the language with comfort or warmth is sent to contact staff
It is interior, it can be improved the enthusiasm of contact staff's work, meanwhile, the uncultivated language and characters because of client are prevented, so that customer service people
Member causes psychological pressure, gently then influences the working condition of contact staff, life security that is heavy then influencing contact staff；Pass through data
Statistic unit makes client and contact staff the problem of reflect of chatting be able to carry out statistics, and solution client is instead easily and fast
The problem of reflecting；Guarantee that contact staff can reduce operating pressure simultaneously, improves a task efficiency.
As shown in figure 3, the data statistics module includes information sifting unit, information flag unit and information processing list
Member；The information sifting unit is used for the product problem that client monitored to monitoring module is reflected or contact staff's service is asked
Topic carries out screening operation；The product problem or contact staff that the information flag unit is used to screen information sifting unit take
Business problem is marked, while being labeled to the processed information of contact staff；The information process unit is used for information
The product problem or contact staff's service problem information that marking unit is marked are handled；Information sifting unit is anti-by client institute
Reflect the problem of screened, if client and contact staff chat text or voice, the information reflected is about product
The problem of the problem of quality, then information sifting unit filters out the product quality that the client is reflected, if client and customer service people
The text or voice of member's chat, the information reflected is uncultivated language or voice, then information sifting unit filters out the visitor
Family is with aggressiveness or to abuse；The different information that information flag unit is filtered out information sifting unit are marked,
The settled problem of contact staff is marked simultaneously, is judged convenient for the personal achievement to contact staff；Information processing
Unit is used to have aggressive information to handle to after statistics and label, prevents from occurring in the chat interface of contact staff
With aggressive information, and then influence the working condition of contact staff.
As shown in Fig. 2, the text unit includes keyword screening component, keyword processing component and product quality processing
Component；The text of screening is carried out classification processing for screening to text in text unit by the keyword screening component；
The keyword processing component is used to handle the text with aggressiveness or abusing property that keyword screening component is screened and carries out
Processing, and text is transmitted to contact staff to treated；The product quality processing component is used for client in text unit
It issues and is handled about the text of product quality, while statistics mark is carried out to the content of this chat；When data statistics mould
After block counts on the chat word content of client and contact staff, keyword, which will screen component, to carry out key to text chat content
The screening of word, if screening with after aggressive keyword phrase, keyword processing component will be to uncivil or aggressive text
Word is handled, and by treated, warm text is sent on the chat interface of contact staff, and then is played to contact staff
The effect of psychological comfort mitigates the psychological pressure of chat customer service；If it is to produce that keyword screening component, which screens chat word content,
The problem of quality, product quality processing component will be handled word content, convenient for quickly solve client proposition about
The problem of product quality.
As shown in figure 3, the information sifting unit includes that information adds up component, integrated information processing component and unidirectional information
Processing component；The information adds up component for asking the product problem or contact staff's service that are marked in information flag unit
Topic carries out cumulative statistics；The integrated information processing component be used for handle information add up component in add up reflected about client
Product problem carry out processing operation；The unidirectional information processing component be used to handle information add up component it is accumulative about visitor
The problem of attitude for the contact staff that family is reflected；Add up the production that component will be marked in information flag unit by information
Product problem or contact staff's service problem add up, if after there are product or other comprehensive problems, at integrated information
Reason component is used to handle the product problem reflected about client that information adds up in component to add up and carries out classification processing；Information is tired
If the personal question about contact staff is recorded in meter component, for example, attitude is bad, product problem cannot solve in time
Certainly, or to product the problems such as not knowing about, then these Information Problems are carried out processing solution by unidirectional information processing component, after statistics
The problem of personal work achievement will be checked and rated.
As shown in figure 3, the information process unit includes information selection component, letter expressing pop-up component and picture expression
Pop up component；What information selection component was used to select to be screened in keyword screening unit related has contact staff
The sentence of praise carries out selection selection markers；Letter expressing pop-up component is used for being screened in keyword screening unit
There is the sentence of praise to pop up in the form of letter expressing contact staff about client；The picture expression pops up component
For having the sentence of praise with the shape of picture expression contact staff about client to what is screened in keyword screening unit
Formula pop-up；When content of the keyword screening unit to client and contact staff's chat is screened, information selection component is used for
Selection keyword screening unit in screened it is related to contact staff have praise sentence carry out selection selection markers, letter
The Civilized Language or text that treated issues about client are passed through letter expressing pop-up component and picture table by breath selection component
Feelings pop-up component is handled, and treated, and there is the sentence of praise to be popped up in the form of a popup window with letter expressing and picture expression
Onto the chat interface of contact staff, and then psychological comfort can be carried out to contact staff, prevent the appearance fatigue of contact staff
The state of work improves the work incentive of contact staff.
As shown in Fig. 2, the product quality processing component is connected with the operation system of hotel owner or manufacturer；Pass through production
The problem of quality or product of the product about customers' responsiveness of quality processing component statistics use, by the letter after the above statistics
Breath is transferred in the operation system of hotel owner or manufacturer, so that hotel owner or manufacturer can timely handle integrated information system
The product problem that meter component is counted, and then improve the working efficiency of contact staff.
Beneficial effects of the present invention are as follows:
1. replacing module by operation interface, client is had aggressive or disgrace to what contact staff was issued by taxon
The information of scolding property is classified, and converts sound, text, picture by voice unit (VU), text unit, picture element unit cell,
It is converted to the language with comfort or warmth to be sent in the dialog box of contact staff, can be improved the positive of contact staff's work
Property, meanwhile, the uncultivated language and characters because of client are prevented, so that contact staff causes psychological pressure, gently then influence customer service people
The working condition of member, life security that is heavy then influencing contact staff.
2. keyword screens component will after data statistics module counts on the chat word content of client and contact staff
The screening of keyword is carried out to text chat content, if screening with after aggressive keyword phrase, keyword processing component
Uncivil or aggressive text will be handled, by the chat interface of treated warm text is sent to contact staff
On, and then play the role of psychological comfort to contact staff, mitigate the psychological pressure of chat customer service；If keyword screens component sieve
The problem of chat word content is product quality is chosen, product quality processing component will be handled word content, convenient for fast
Speed solves the problems, such as client proposition about product quality.
Detailed description of the invention
Fig. 1 is whole structural block diagram of the invention；
Fig. 2 is the structural block diagram of operation interface replacement module in the present invention；
Fig. 3 is the structural block diagram of data statistics module in the present invention；
Specific embodiment
It is carried out such as using a kind of Internet-based interactive office system of the Fig. 1 to Fig. 3 to an embodiment of the present invention
Lower explanation.
As shown in Figure 1, a kind of interactive office system Internet-based of the present invention, including monitoring module, behaviour
Make interface replacement module and data statistics module；The monitoring module is used to monitor the actual effect that contact staff handles customer information
Property；The operation interface replacement module includes taxon, voice unit (VU), text unit and picture element unit cell；The taxon
For in the information of client and contact staff's chat will there is aggressive text, sound and picture to carry out classification processing；It is described
Voice unit (VU) is converted into the weak tone with the aggressive tone for sorting out to taxon；The text unit is used
It sorts out in taxon with abusing or aggressive text extracts and is converted into warm or comfort text；It is described
Picture element unit cell be used for taxon sort out with abuse or aggressive picture be converted into have comfort picture；It is described
What the client that data statistics module is monitored for Statistical monitor module was reflected is that product or contact staff not can solve
The problem of client；Replace module by operation interface, taxon by client to having of being issued of contact staff it is aggressive or
The information of abusing property is classified, and is being turned sound, text, picture by voice unit (VU), text unit and picture element unit cell
Change, be converted to the language with comfort or warmth and be sent in the dialog box of contact staff, can be improved contact staff's work
Enthusiasm, meanwhile, prevent the uncultivated language and characters because of client from gently then influencing visitor so that contact staff causes psychological pressure
Take the working condition of personnel, life security that is heavy then influencing contact staff；By data statistics unit, make client and contact staff
The problem of chat is reflected is able to carry out statistics, solves the problems, such as that client is reflected easily and fast；Guarantee contact staff simultaneously
It can reduce operating pressure, improve a task efficiency.
As shown in figure 3, the data statistics module includes information sifting unit, information flag unit and information processing list
Member；The information sifting unit is used for the product problem that client monitored to monitoring module is reflected or contact staff's service is asked
Topic carries out screening operation；The product problem or contact staff that the information flag unit is used to screen information sifting unit take
Business problem is marked, while being labeled to the processed information of contact staff；The information process unit is used for information
The product problem or contact staff's service problem information that marking unit is marked are handled；Information sifting unit is anti-by client institute
Reflect the problem of screened, if client and contact staff chat text or voice, the information reflected is about product
The problem of the problem of quality, then information sifting unit filters out the product quality that the client is reflected, if client and customer service people
The text or voice of member's chat, the information reflected is uncultivated language or voice, then information sifting unit filters out the visitor
Family is with aggressiveness or to abuse；The different information that information flag unit is filtered out information sifting unit are marked,
The settled problem of contact staff is marked simultaneously, is judged convenient for the personal achievement to contact staff；Information processing
Unit is used to have aggressive information to handle to after statistics and label, prevents from occurring in the chat interface of contact staff
With aggressive information, and then influence the working condition of contact staff.
As shown in Fig. 2, the text unit includes keyword screening component, keyword processing component and product quality processing
Component；The text of screening is carried out classification processing for screening to text in text unit by the keyword screening component；
The keyword processing component is used to handle the text with aggressiveness or abusing property that keyword screening component is screened and carries out
Processing, and text is transmitted to contact staff to treated；The product quality processing component is used for client in text unit
It issues and is handled about the text of product quality, while statistics mark is carried out to the content of this chat；When data statistics mould
After block counts on the chat word content of client and contact staff, keyword, which will screen component, to carry out key to text chat content
The screening of word, if screening with after aggressive keyword phrase, keyword processing component will be to uncivil or aggressive text
Word is handled, and by treated, warm text is sent on the chat interface of contact staff, and then is played to contact staff
The effect of psychological comfort mitigates the psychological pressure of chat customer service；If it is to produce that keyword screening component, which screens chat word content,
The problem of quality, product quality processing component will be handled word content, convenient for quickly solve client proposition about
The problem of product quality.
As shown in figure 3, the information sifting unit includes that information adds up component, integrated information processing component and unidirectional information
Processing component；The information adds up component for asking the product problem or contact staff's service that are marked in information flag unit
Topic carries out cumulative statistics；The integrated information processing component be used for handle information add up component in add up reflected about client
Product problem carry out processing operation；The unidirectional information processing component be used to handle information add up component it is accumulative about visitor
The problem of attitude for the contact staff that family is reflected；Add up the production that component will be marked in information flag unit by information
Product problem or contact staff's service problem add up, if after there are product or other comprehensive problems, at integrated information
Reason component is used to handle the product problem reflected about client that information adds up in component to add up and carries out classification processing；Information is tired
If the personal question about contact staff is recorded in meter component, for example, attitude is bad, product problem cannot solve in time
Certainly, or to product the problems such as not knowing about, then these Information Problems are carried out processing solution by unidirectional information processing component, after statistics
The problem of personal work achievement will be checked and rated.
As shown in figure 3, the information process unit includes information selection component, letter expressing pop-up component and picture expression
Pop up component；What information selection component was used to select to be screened in keyword screening unit related has contact staff
The sentence of praise carries out selection selection markers；Letter expressing pop-up component is used for being screened in keyword screening unit
There is the sentence of praise to pop up in the form of letter expressing contact staff about client；The picture expression pops up component
For having the sentence of praise with the shape of picture expression contact staff about client to what is screened in keyword screening unit
Formula pop-up；When content of the keyword screening unit to client and contact staff's chat is screened, information selection component is used for
Selection keyword screening unit in screened it is related to contact staff have praise sentence carry out selection selection markers, letter
The Civilized Language or text that treated issues about client are passed through letter expressing pop-up component and picture table by breath selection component
Feelings pop-up component is handled, and treated, and there is the sentence of praise to be popped up in the form of a popup window with letter expressing and picture expression
Onto the chat interface of contact staff, and then psychological comfort can be carried out to contact staff, prevent the appearance fatigue of contact staff
The state of work improves the work incentive of contact staff.
As shown in Fig. 2, the product quality processing component is connected with the operation system of hotel owner or manufacturer；Pass through production
The problem of quality or product of the product about customers' responsiveness of quality processing component statistics use, by the letter after the above statistics
Breath is transferred in the operation system of hotel owner or manufacturer, so that hotel owner or manufacturer can timely handle integrated information system
The product problem that meter component is counted, and then improve the working efficiency of contact staff.
The above description is only an embodiment of the present invention, is not intended to limit the scope of the invention, all to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field similarly includes in scope of patent protection of the invention.
Claims (6)
1. a kind of interactive office system Internet-based, it is characterised in that: replace module including monitoring module, operation interface
And data statistics module；The monitoring module is used to monitor the actual effect that contact staff handles customer information；The operation interface
Replacing module includes taxon, voice unit (VU), text unit and picture element unit cell；The taxon is used for client and customer service
In the information of personnel's chat there is aggressive text, sound and picture to carry out classification processing；The voice unit (VU) be used for point
Class unit, which is sorted out, is converted into the weak tone with the aggressive tone；The text unit is for dividing taxon
Class, which is provided, abuses or aggressive text extracts and is converted into warm or comfort text；The picture element unit cell be used for point
Class unit sort out with abuse or aggressive picture be converted into comfort picture；The data statistics module is used for
What the client that Statistical monitor module is monitored was reflected is the problem of product or contact staff not can solve client.
2. a kind of interactive office system Internet-based according to claim 1, it is characterised in that: the data system
Counting module includes information sifting unit, information flag unit and information process unit；The information sifting unit is used for monitoring
The product problem or contact staff's service problem that the monitored client of module is reflected carry out screening operation；The information flag list
Product problem or contact staff service problem of the member for being screened to information sifting unit are marked, while to contact staff
Processed information is labeled；The product problem or customer service that the information process unit is used to mark information flag unit
Personnel service's problem information is handled.
3. a kind of interactive office system Internet-based according to claim 1, it is characterised in that: the text list
Member includes keyword screening component, keyword processing component and product quality processing component；The keyword screening component is used for
Text in text unit is screened, the text of screening is subjected to classification processing；The keyword processing component is for handling
What keyword screening component was screened there is aggressive or abusing property text to be handled, and text is transmitted to treated
Contact staff；The product quality processing component is used to issue client in text unit the text progress about product quality
Processing, while statistics mark is carried out to the content of this chat.
4. a kind of interactive office system Internet-based according to claim 2, it is characterised in that: the information sieve
Menu member includes that information adds up component, integrated information processing component and unidirectional information processing component；The information adds up component and uses
The product problem or contact staff's service problem marked in information flag unit carries out cumulative statistics；The integrated information
Processing component is used to handle the product problem reflected about client that information adds up to add up in component and carries out processing operation；It is described
Unidirectional information processing component be used to handle the service state that information adds up the accumulative contact staff reflected about client of component
The problem of spending.
5. a kind of interactive office system Internet-based according to claim 2, it is characterised in that: at the information
Reason unit includes information selection component, letter expressing pop-up component and picture expression pop-up component；The information selection component is used
In selection keyword screening unit in screened it is related to contact staff have praise sentence carry out selection selection markers；
The letter expressing pop-up component is used to have praise to contact staff about client to what is screened in keyword screening unit
Sentence popped up in the form of letter expressing；Picture expression pop-up component is used for being sieved in keyword screening unit
Choosing there is the sentence of praise to pop up in the form of picture expression contact staff about client.
6. a kind of interactive office system Internet-based according to claim 4, it is characterised in that: the product matter
Amount processing component is connected with the operation system of hotel owner or manufacturer.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910200539.4A CN109978569B (en) | 2019-03-16 | 2019-03-16 | Interactive office system based on internet |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910200539.4A CN109978569B (en) | 2019-03-16 | 2019-03-16 | Interactive office system based on internet |
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| Publication Number | Publication Date |
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| CN109978569A true CN109978569A (en) | 2019-07-05 |
| CN109978569B CN109978569B (en) | 2021-08-06 |
Family
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910200539.4A Active CN109978569B (en) | 2019-03-16 | 2019-03-16 | Interactive office system based on internet |
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| Country | Link |
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Cited By (1)
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| CN110995940A (en) * | 2019-09-30 | 2020-04-10 | 厦门快商通科技股份有限公司 | Harassment visitor identification method and device, electronic equipment and medium |
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| Publication number | Publication date |
|---|---|
| CN109978569B (en) | 2021-08-06 |
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