CN110636177B - Distributed call center system with request and call separated - Google Patents
Distributed call center system with request and call separated Download PDFInfo
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- CN110636177B CN110636177B CN201910929699.2A CN201910929699A CN110636177B CN 110636177 B CN110636177 B CN 110636177B CN 201910929699 A CN201910929699 A CN 201910929699A CN 110636177 B CN110636177 B CN 110636177B
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
- G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/02—Services making use of location information
Abstract
The invention relates to the technical field of communication, in particular to a distributed call center system with separated request and call, which comprises a user side, a service processing module and a service analysis module, wherein the user side comprises a geographic position acquisition module, a service input module, a service database and a service analysis module; the service input module is used for inputting service contents required by a user; the service database is used for storing service types and contents; and the service analysis module is used for analyzing and matching the data of the service input module and the data of the service database so as to obtain the type of the service required by the user. And the service scheduling platform acquires the request of the user side through the access request module and makes a seat group perform voice call to the user side. The invention separates the request from the call, and waits for the return visit of the seat phone after the user sends the request at the mobile phone terminal, thereby reducing the online waiting time of the user and the fussy menu selection operation.
Description
Technical Field
The invention relates to the technical field of communication, in particular to a distributed call center system with request and call separated.
Background
The Call Center (english Call Center or Call Center) also called a customer service Center, and the early Call centers were some hotline phones and consultation phones, and trained operators answered specially to deal with various problems of the incoming customers such as consultation, complaint and suggestion, which were a telephone, a pen and a book, and so on. With the development of telecommunication technology, a call center system has been widely applied to industries such as municipal administration, public security, traffic management, postal service, telecommunication, bank, insurance, securities, electric power, IT, television shopping and the like, and all large-scale enterprises needing to use telephones to carry out product marketing, service and support, so that customer service, support and value-added service of the enterprises are realized, and the service level and the operation efficiency of the corresponding industries are greatly improved.
At present, most call centers are based on a telecommunication network, a user needs to pay to access a call center access service by dialing a call center number, the call center access service needs to be switched to an artificial seat through a speech path of an IVR menu, the user carries out one-to-one conversation with a seat, the seat answers a customer's consultation or inputs customer's information, the guiding mode of the IVR menu is complicated, and the user needs to listen to a voice prompt and select a service module at the same time, so that the condition of wrong service selection is easy to occur. And when the number of people in line is large, the user needs to keep talking and wait for the seat person to access the telephone in the form of online queuing, which wastes a large amount of time for the user.
Disclosure of Invention
In order to solve the above problems, the present invention provides a distributed call center system with request and call separation, which reduces the user online waiting time and tedious menu selection operation by separating the request and the call and waiting for the return visit of the seat phone after the user sends the request at the mobile phone terminal.
In order to achieve the purpose, the invention adopts the technical scheme that:
a distributed call center system with request and call separation comprises a user terminal, a service dispatching platform, an agent group and a docking module,
the user terminal is a smart phone terminal and comprises a registration module, a geographic position acquisition module, a service input module, a service database and a service analysis module,
the registration module is used for registering the user identity information through the telephone number, the name and the identity card number;
the geographic position acquisition module is used for acquiring the mobile phone positioning authority of the user so as to acquire the current geographic position of the user.
The service input module is used for inputting service contents required by a user;
the service database is used for storing service types and contents and can edit and increase the service types and the contents;
the service analysis module is used for analyzing and matching the data of the service input module and the data of the service database to obtain the type of the service required by the user;
the seat groups are provided with a plurality of regions which are distributed in different geographical positions, and each seat group comprises different service groups;
the service dispatching platform acquires the request of the user side through an access request module, sends the information of the user and the service request to a corresponding service group in the seat group in the nearest region according to the data of the registration module, the geographic position acquisition module and the service analysis module, and arranges the service request according to a time sequence so that the seat group carries out voice call on the user side sequentially according to the sequence of the service request arrangement through a docking module.
Furthermore, the service input module comprises a voice input submodule and a text input submodule, and the voice input submodule is used for acquiring voice data of a service required by user description; the text input sub-module is used for providing a text input box so that a user can adopt the service required by the text description;
furthermore, the docking module initiates a voice call to the user side based on the sip, and when the voice call time based on the sip exceeds a preset time, the docking module can switch to a telecommunication call mode to call the telephone number corresponding to the user side.
Furthermore, the service analysis module can obtain a service type option related to the service required by the user according to the data of the service input module, and the service analysis module can also obtain the data of the service database so as to explain the service type related to the service required by the user.
Further, the user side further comprises a service evaluation module, and the service evaluation module is used for scoring the service quality by the user; the assessment module is used for acquiring data of the service evaluation module so as to count the average value of scores obtained by each service staff in any time period.
Furthermore, the service evaluation module can acquire the tone of the user in the conversation process through the docking module and analyze the tone of the user in the conversation process through a convolutional neural network algorithm to judge the emotion category of the user; the assessment module can acquire the data of the service evaluation module to count the proportion of the emotion categories of the users in each service person in any time period.
The system further comprises a queuing time analysis module, wherein the queuing time analysis module is used for setting the time required by each service type and acquiring the service analysis module so as to determine the position of each user in the service group of each seat group and the time required for queuing; the user side further comprises a waiting time display module, and the waiting time display module is used for acquiring the data of the queuing time analysis module so as to display the number of people waiting for the user and the expected queuing time for the user corresponding to the user side.
Further, the waiting time display module judges whether the user of the user side is located at the second position of the team position by acquiring the data of the queuing time analysis module, and when the user is located at the second position of the team position, the waiting time display module triggers a reminding mechanism to remind the user of the user side of answering the voice in a popup window mode.
The invention has the beneficial effects that:
1. the user side is an intelligent mobile phone terminal, a user can input the service to be transacted or consulted in the service input module, and under the action of the service analysis module, the data of the service input module and the data of the service database can be analyzed and paired, so that the type of the service to be transacted or consulted by the user can be accurately obtained, and the defect that the user needs to listen to the voice prompt and select the service module in the traditional IVR menu is overcome. The service scheduling platform can determine the current geographic position and the required service type of the user according to the data of the geographic position acquisition module and the data of the service analysis module so as to send an outbound task to the seat cluster in the nearest region of the user, thereby reducing time delay and improving the real-time performance of voice interaction. After the seat group receives the outbound task of the service scheduling platform, the seat group sequentially carries out voice calling on the user side according to the sequence of service request arrangement through the docking module, so that the user can process other things in the process of waiting for the call incoming of the seat group, and the defect that the user needs to wait for the seat person to access the telephone in the form of online queuing when the number of queuing people is large is overcome.
2. Because the user is not familiar with business terms of merchants, the user is easy to cause the condition of wrong business selection when the required business content is input, the business analysis module can obtain business type options related to the business required by the user according to the data of the business input module, and the user can accurately select the required business according to the explanation of the business type by providing a plurality of options for the selection of the customer and explaining the corresponding business type in each option, thereby avoiding the need of switching in the conversation process.
3. Under the action of the queuing time analysis module, the time required by each service type can be set so as to roughly judge the time required by each user for handling the service, and the position of the team where each user is located in the service group of each seat group and the time required for queuing are determined, so that the user can acquire the queue state in real time through the time display module, and when the user is located at the second position of the team, the waiting time display module triggers a reminding mechanism so as to remind the user at the user end of paying attention to answer the voice in a popup window mode, and the calling of the wrong seat group is prevented.
Drawings
FIG. 1 is a block diagram of a distributed call center system with request and call separation according to a preferred embodiment of the present invention.
In the figure, 1-a user terminal, 11-a registration module, 12-a geographic position acquisition module, 13-a service input module, 131-a voice input sub-module, 132-a text input sub-module, 14-a service database, 15-a service analysis module, 16-a service evaluation module, 17-a waiting time display module, 2-a service scheduling platform, 3-an agent group, 4-an access request module, 5-a docking module, 6-a queuing time analysis module and 7-an assessment module.
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.
Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The terminology used in the description of the invention herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items.
Referring to fig. 1, a distributed call center system with request and call separation according to a preferred embodiment of the present invention includes a user terminal 1, a service scheduling platform 2, an agent group 3, and a docking module 5.
The user terminal 1 is a smart phone terminal, and includes a registration module 11, a geographic location acquisition module 12, a service input module 13, a service database 14, and a service analysis module 15.
The user side 1 is a smart phone terminal, and a user can input a service to be transacted or consulted in the service input module, so that the user can save complicated menu selection operation compared with the traditional dialing mode. In this embodiment, the user side 1 may be a mobile phone software and a wechat applet.
The registration module 11 is used for registering the user identity information through the telephone number, the name and the identification card number.
The geographic position obtaining module 12 is configured to obtain a mobile phone positioning permission of the user to obtain a current geographic position of the user.
The service input module 13 is used for inputting service contents required by the user.
In this embodiment, the service input module 13 includes a voice input sub-module 131 and a text input sub-module 132, and the voice input sub-module 131 is configured to obtain voice data describing a service required by a user. The text input sub-module 132 is used to provide text input boxes to enable the user to employ the desired services of the text description. The user describes the required service content in the service input module 13 through two forms of voice input and text input, and can quickly describe the required service content according to the habit of the user, thereby improving the use efficiency of the user.
The service database 14 is used for storing service types and contents, and can edit and add service types and contents. Since the service types and the service contents need to be updated continuously, the service database 14 can be edited and added in the embodiment, so that the subsequent services can be supplemented and modified conveniently, and the flexibility and the expansibility of the system are improved.
The service analysis module 15 is used for analyzing and pairing the data of the service content required by the user in the service input module 13 and the data of the service type and the content in the service database 14 to obtain the type of the service required by the user.
Under the action of the service analysis module 15, the data of the service input module 13 and the data of the service database 14 can be analyzed and paired, so that the type of the service which the user needs to transact or consult is accurately obtained, and the defect that the traditional IVR menu requires the user to select the service module while listening to the voice prompt is overcome.
In this embodiment, the service analysis module 15 can obtain the service type option related to the service required by the user according to the data of the service input module 13, and the service analysis module 15 can also obtain the data of the service database 14 to explain the service type related to the service required by the user.
Since the user is not familiar with business terms of the merchant, when the user inputs the required business content, the business selection is easy to be wrong, in this embodiment, the business analysis module 15 can obtain business type options related to the business required by the user according to the data of the business input module 13, and by providing a plurality of options for the customer to select and interpreting the corresponding business type in each option, the user can accurately select the required business according to the interpretation of the business type, thereby avoiding the need of switching during the call.
The seat groups 3 are provided with a plurality of regions distributed at different geographical positions, and each seat group 3 comprises different service groups.
The service dispatching platform 2 acquires the request of the user terminal 1 through the access request module 4, sends the information of the user and the service request to the corresponding service group in the seat group 3 in the nearest region according to the data of the registration module 11, the geographic position acquisition module 12 and the service analysis module 15, and arranges the service request according to the time sequence, so that the seat group 3 sequentially carries out voice call on the user terminal 1 through the docking module 5 according to the sequence of the service request arrangement.
The service scheduling platform 2 can determine the current geographical position and the required service type of the user according to the data of the geographical position acquisition module 12 and the data of the service analysis module 15, so as to send an outbound task to the seat cluster in the nearest region of the user, improve the real-time performance of voice interaction through the load of the nearest region, and reduce the time delay.
After the seat group 3 receives the outbound task of the service scheduling platform 2, the seat group 3 sequentially calls the user sides by the docking module 5 according to the sequence of the service requests, so that the user can process other things in the process of waiting for the call incoming of the seat group 3, and the defect that the user needs to wait for the seat person to access the telephone in the form of online queuing when the number of queuing people is large is overcome.
In this embodiment, the docking module 5 initiates a voice call to the user side 1 based on the sip, and when the voice call time based on the sip exceeds a preset time, the docking module 5 can switch to a telecommunication call mode to call the phone number corresponding to the user side 1.
The docking module 5 firstly initiates a voice call to the user side 1 based on sip, so that the telecommunication call cost can be saved, and the development trend of IP is met. When the network reason or the user does not pay attention to answering until the voice calling time based on the sip exceeds the set time length, the butt-joint module 5 can be switched into a telecommunication calling mode, and the success rate of calling the user side 1 by the seat group 3 can be ensured while the telecommunication calling cost is saved through two calling modes.
The user side 1 further comprises a service evaluation module 16, the service evaluation module 16 is used for scoring the service quality by the user, the assessment module 7 is further arranged, and the assessment module 7 is used for obtaining data of the service evaluation module 16 so as to count the average value of scores obtained by each service worker in any time period.
For the service evaluation module 16, some users may not evaluate the service quality for some reason, and the score is determined by dividing the total score of the service quality by the number of people who make the service quality score in the time period to obtain the average value of the score obtained by each service person in the time period, thereby ensuring the reasonability of the score.
The service evaluation module 16 can acquire the tone of the user in the conversation process through the docking module 5 and analyze the tone of the user in the conversation process through a convolutional neural network algorithm to judge the emotion category of the user; the assessment module 7 can obtain the data of the service evaluation module 16 to count the proportion of the user emotion categories in each service person in any time period.
Some users can directly rate the highest score or not rate the service personnel for some reason, so that the objectivity of rating is lost, the service evaluation module 16 analyzes the tone of the user in the conversation process through a convolutional neural network algorithm to judge the emotion category of the user, the service quality of the service personnel is identified by the emotion category, and the objectivity of assessment is ensured.
According to the embodiment, service personnel are assessed in two modes of user scoring and user emotion category proportion, so that the error of traditional assessment is avoided, and the quality of customer service personnel can be effectively improved.
The embodiment further includes a queuing time analysis module 6, where the queuing time analysis module 6 is configured to set time required by each service type, and obtain data of the service analysis module 15, so as to determine a queue position where each user in a service group of each agent group 3 is located and time required for queuing; the user end 1 further comprises a waiting time display module 17, and the waiting time display module 17 is configured to obtain the data of the queuing time analysis module 6, so as to display the number of people the user needs to wait and the expected queuing time for the user corresponding to the user end 1.
The waiting time display module 17 judges whether the user of the current user terminal 1 is located at the second position of the team position by acquiring the data of the queuing time analysis module 6, and when the user is located at the second position of the team position, the waiting time display module 17 triggers a reminding mechanism to remind the user of the user terminal 1 to listen to the voice in a popup window mode.
Under the action of the queuing time analysis module 6, the time required by each service type can be set to roughly judge the time required by each user to handle the service, so as to determine the position of the team where each user is located in the service group of each seat group and the time required for queuing, so that the user can acquire the queue state in real time through the waiting time display module 17, and when the user is located at the second position of the team, the waiting time display module triggers a reminding mechanism to remind the user of the user terminal 1 to pay attention to answer the voice in a popup window manner, thereby preventing the calling of the wrong seat group from being missed.
The distributed call center system with separated request and call in the preferred embodiment of the invention has the following steps:
s1, a user inputs a telephone number, a name and an identity card number in a registration module 11 to register identity information.
S2, when the user needs to consult or handle the service, the voice input submodule 131 or the character input submodule 132 inputs the service needing to consult or handle in a mode of meaning voice or characters, and the service analysis module 15 analyzes and pairs the data of the service input module 13 and the data of the service database 14 to obtain the type of the service needed by the user.
And S3, the service scheduling platform 2 acquires the request of the user side 1 through the access request module 4, sends the information of the user and the service request to the corresponding service group in the seat group 3 in the nearest region according to the data of the registration module 11, the geographic position acquisition module 12 and the service analysis module 15, and arranges the service request according to the time sequence.
S4, the queuing time analysis module 6 acquires data of the service analysis module 15, determines the queuing position and the queuing time of the service group of the seat group 3 where the user is located according to the preset value of the time required by the service type, and the user acquires the number of people needing to wait and the time required by the expected queuing in real time through the waiting time display module 17; when the user is located at the second position of the team position, the waiting time display module 17 triggers a reminding mechanism to remind the user of the user terminal 1 to listen to the voice in a window-pushing manner.
And S5, after the corresponding seat group 3 is idle, initiating a voice call to the user side 1 through the docking module 5 based on the sip, wherein when the voice call time based on the sip exceeds a set time length, the docking module 5 can be switched to a telecommunication call mode to call the telephone number corresponding to the user side 1.
S6, in the process of the seat group 3 communicating with the user, the service evaluation module 16 obtains the tone of the user in the communication process through the docking module 5 to judge the emotion category of the user in the communication. After the call is finished, the user scores the call service quality of this time through the service evaluation module 16. The assessment module 7 counts the average value of the scores obtained by each service person and the proportion of the user emotion categories in each service person in a set time period.
Claims (5)
1. A distributed call center system with request and call separation is characterized by comprising a user side (1), a service scheduling platform (2), an agent group (3) and a docking module (5),
the user terminal (1) is an intelligent mobile phone terminal and comprises a registration module (11), a geographic position acquisition module (12), a service input module (13), a service database (14) and a service analysis module (15),
the registration module (11) is used for registering the user identity information through the telephone number, the name and the identification card number;
the geographic position acquisition module (12) is used for acquiring the mobile phone positioning authority of the user so as to acquire the current geographic position of the user;
the service input module (13) is used for inputting service contents required by a user;
the service database (14) is used for storing service types and contents and can edit and increase the service types and the contents;
the service analysis module (15) is used for analyzing and pairing the data of the service input module (13) and the data of the service database (14) to obtain the type of the service required by the user;
the seat groups (3) are provided with a plurality of regions which are distributed in different geographical positions, and each seat group (3) comprises different service groups;
the service scheduling platform (2) acquires the request of the user side (1) through an access request module (4), sends the information of the user and the service request to a corresponding service group in the seat group (3) in the nearest region according to the data of the registration module (11), the geographic position acquisition module (12) and the service analysis module (15), and arranges the service request according to a time sequence, so that the seat group (3) sequentially carries out voice call on the user side (1) through a docking module (5) according to the sequence of the service request arrangement;
the docking module (5) initiates a voice call to the user side (1) based on the sip, and when the voice call time based on the sip exceeds a set time length, the docking module (5) can be switched to a telecommunication call mode to call a telephone number corresponding to the user side (1);
the system is characterized by further comprising a queuing time analysis module (6), wherein the queuing time analysis module (6) is used for setting time required by each service type and acquiring data of the service analysis module (15) so as to determine a queue position where each user in a service group of each seat group (3) is located and the time required for queuing; the user side (1) further comprises a waiting time display module (17), wherein the waiting time display module (17) is used for acquiring the data of the queuing time analysis module (6) so as to display the number of people the user needs to wait and the expected queuing time for the user corresponding to the user side (1);
the waiting time display module (17) judges whether the user of the user side (1) is located at the second position of the team position by acquiring the data of the queuing time analysis module (6), and when the user is located at the second position of the team position, the waiting time display module (17) triggers a reminding mechanism to remind the user of the user side (1) to listen to voice in a popup window mode.
2. A distributed call center system with request and call separation as claimed in claim 1, wherein: the service input module (13) comprises a voice input sub-module (131) and a text input sub-module (132), wherein the voice input sub-module (131) is used for acquiring voice data of a service required by user description; the text input sub-module (132) is used for providing a text input box so that a user can adopt the required service of the text description.
3. A distributed call center system with request and call separation as claimed in claim 1, wherein: the service analysis module (15) can obtain the service type options related to the service required by the user according to the data of the service input module (13), and the service analysis module (15) can also obtain the data of the service database (14) so as to explain the service type related to the service required by the user.
4. A distributed call center system with request and call separation as claimed in claim 3, wherein: the user side (1) further comprises a service evaluation module (16), wherein the service evaluation module (16) is used for the user to grade the service quality; the system is also provided with an assessment module (7), wherein the assessment module (7) is used for acquiring data of the service evaluation module (16) so as to count the average value of scores obtained by each service person in any time period.
5. The distributed call center system of claim 4, wherein the call center system is configured to separate requests from calls: the service evaluation module (16) can acquire the tone of the user in the conversation process through the docking module (5), and analyze the tone of the user in the conversation process through a convolutional neural network algorithm to judge the emotion category of the user; the assessment module (7) can acquire data of the service evaluation module (16) to count the proportion of the user emotion categories in each service person in any time period.
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| CN114710473A (en) * | 2022-03-15 | 2022-07-05 | 上海井星信息科技有限公司 | Method and system for realizing audio-video interaction between applet and SIP contact center |
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| CN107786759A (en) * | 2017-02-17 | 2018-03-09 | 平安科技（深圳）有限公司 | Call queuing method and device based on Session Initiation Protocol |
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