CN110891125A - Monitoring management system for online customer service - Google Patents
Monitoring management system for online customer service Download PDFInfo
- Publication number
- CN110891125A CN110891125A CN201911114472.9A CN201911114472A CN110891125A CN 110891125 A CN110891125 A CN 110891125A CN 201911114472 A CN201911114472 A CN 201911114472A CN 110891125 A CN110891125 A CN 110891125A
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- Prior art keywords
- module
- customer service
- switching
- voice navigation
- voice
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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
- H04M3/487—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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- 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
- H04M3/4936—Speech interaction details
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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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
- H04M2203/355—Interactive dialogue design tools, features or methods
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Human Computer Interaction (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention relates to a monitoring management system for on-line customer service, which comprises a system entrance module, wherein the system entrance module is connected with a 4G IVR server of a power system, a voice navigation system is arranged between the system entrance module and a system switching-in module, and the 4G IVR server is connected with the system switching-in module and the voice navigation system; the voice navigation system comprises an application voice recognition module, a voice synthesis module and a semantic understanding module; the system transfer module comprises a first-layer system transfer module and a second-layer system transfer module, the system transfer module is connected with a customer service assistant system, and the customer service assistant system is connected with manual seats of the power system; the voice navigation system, the system switching-in module and the customer service assistant system are connected with the monitoring unit of the power system.
Description
Technical Field
The invention belongs to the field of customer service of a large-scale call center, relates to power service, and particularly relates to a monitoring and management system for online customer service.
Background
In the electric power service, 95598 online customer service establishes a communication 'connecting bridge' between a power supply enterprise and an electric power customer, and 95598 call center accepts the largest proportion of consultation services. Hotspot of customer consultation: electricity price and electricity charge, power failure information, power law and regulation, power business handling and charging standards, various preferential policies, power professional knowledge and the like. The seat personnel can make the consulting work of various services only by having all-round power knowledge.
In the service process, the customer service representative (the seat personnel) has hard professional knowledge and professional communication skills, and has a good communication mode of language and tone, which is the premise for determining the satisfaction degree of the customer on the telephone service. However, when the power customer is worried and difficult to relieve, the time for accessing the customer is often not in time, the contact between the customer and the power enterprise is actively interrupted, and the telephone service quality and the communication capability of the customer service personnel in the call center can hardly solve the problem fundamentally.
Disclosure of Invention
The invention aims to provide a monitoring and management system for on-line customer service, which solves the problems in the background technology, reduces the active interruption in the contact between a customer and a power enterprise, monitors the journey of the whole on-line customer service system after the on-line customer service system is accessed, and facilitates the examination of the on-line customer service and the establishment of a further improvement scheme.
In order to achieve the above purpose, the invention adopts the technical scheme that: a monitoring management system for on-line customer service comprises a system entrance module, wherein the system entrance module is connected with a 4G IVR server of a power system, a voice navigation system is arranged between the system entrance module and a system switching-in module, and the 4G IVR server is connected with the system switching-in module and the voice navigation system;
the voice navigation system comprises an application voice recognition module, a voice synthesis module and a semantic understanding module;
the system transfer module comprises a first-layer system transfer module and a second-layer system transfer module, the system transfer module is connected with a customer service assistant system, and the customer service assistant system is connected with manual seats of the power system;
wherein, the first layer system is transferred into a module: when the user clearly requires switching manual work in the voice navigation system, switching back to the corresponding manual work sub-seats;
and the second-layer system is transferred into a module: when the business required to be handled by the user in the voice navigation system can only be completed manually, the corresponding sub-manual seats are switched back;
the voice navigation system, the system switching-in module and the customer service assistant system are connected with the monitoring unit of the power system.
Furthermore, when the man-hour is switched, the prompt of directly switching the voice navigation system to the manual service is prompted on the display of the monitoring unit, and the number of the customer is brought into the display of the monitoring unit of the customer service system.
Still further, the monitoring management system for the online customer service is connected with the business assessment system of the agent personnel of the online customer service of 95598.
The invention has the technical effects that: the invention reduces active interruption in the contact between the customer and the power enterprise, monitors the on-line accessed journey of the whole customer service system, and facilitates the examination of the on-line customer service and the formulation of a further improvement scheme.
Drawings
FIG. 1 is a simplified schematic of the present invention.
Detailed Description
It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof.
A monitoring management system for on-line customer service comprises a system entrance module 1, wherein the system entrance module 1 is connected with a 4G IVR server of a power system, a voice navigation system 3 is arranged between the system entrance module 1 and a system switching-in module 2, and the 4G IVR server is connected with the system switching-in module 2 and the voice navigation system 3;
the voice navigation system 3 comprises an application voice recognition module, a voice synthesis module and a semantic understanding module;
the system transfer module 2 comprises a first-layer system transfer module 2a and a second-layer system transfer module 2b, the system transfer module 2 is connected with a customer service assistant system 4, and the customer service assistant system 4 is connected with manual seats of the power system;
wherein, the first layer system is transferred to a module 2 a: when the user clearly requires switching manual work in the voice navigation system 3, switching back to the corresponding manual work sub-seats;
the second-layer system is transferred to a module 2 b: when the business required to be transacted by the user in the voice navigation system 3 can only be completed manually, the corresponding sub-manual seats are switched back;
the voice navigation system 3, the system switching-in module 2 and the customer service assistant system 4 are connected with a monitoring unit 5 of the power system.
Further, when switching man-hour, the prompt of directly switching the manual service for the voice navigation system 3 is prompted on the display of the monitoring unit 5, and the number of the customer is brought into the display of the monitoring unit 5 of the customer service system.
Still further, the monitoring management system for the online customer service is connected with the business assessment system of the agent personnel of the online customer service of 95598.
The monitoring management system for the online customer service comprises a system entrance module 1, wherein the system entrance module 1 is connected with a 4G IVR server of a power system, a voice navigation system 3 is arranged between the system entrance module 1 and a system switching-in module 2, and the 4G IVR server is connected with the system switching-in module 2 and the voice navigation system 3;
the voice navigation system 3 comprises an application voice recognition module, a voice synthesis module and a semantic understanding module;
when a user calls 95598 number voice, the system processes the voice in sequence by applying a voice recognition module (ASR), a voice synthesis module (TTS) and a semantic understanding module (NLU), the customer of the call calls the voice to express the service requirement in an open mode, the user speaks the requirement, the required information and service can be obtained, the traditional key pressing mode is changed, the system converts the voice of the user into text through the interaction of the natural voice and the system, the semantic understanding module automatically understands the accurate service requirement contained in the natural language of the user, therefore, the voice menu is navigated to the functional nodes required by the client, the user can freely speak and jump, the random jump of any node is supported, the main menu (the prior setting, the invention does not exist) does not need to be returned layer by layer, the satisfaction degree of the user is improved, the manual service pressure is reduced, the operation cost is reduced, the waiting time of the customer can be reduced, and the active interruption in the contact between the customer and the power enterprise can be reduced.
The system transfer module 2 comprises a first-layer system transfer module 2a and a second-layer system transfer module 2b, the system transfer module 2 is connected with a customer service assistant system 4, and the customer service assistant system 4 is connected with manual seats of the power system;
wherein, the first layer system is transferred to a module 2 a: when the user clearly requires switching manual work in the voice navigation system 3, switching back to the corresponding manual work sub-seats;
the second-layer system is transferred to a module 2 b: when the service required to be transacted by the user in the voice navigation system 3 can only be completed manually, if the service is complained, the telephone charge is asked for suspicion, and the like, the service is returned to the corresponding manual seats.
Each branch is divided into manual seat access modes: the customer service assistant system 4 transfers the number to each sub-manual seat, and accesses the corresponding sub-manual seat according to the manual access mode configured for each sub-manual seat, and the manual access mode configured for each sub-manual seat has the following two options:
A. the corresponding sub-manual seats can be accessed according to the brand of the calling number.
B. The corresponding number key of the brand access process of the calling number can be pressed.
The voice navigation system 3, the system switching-in module 2 and the customer service assistant system 4 are connected with the monitoring unit 5 of the power system, when people are switched, a prompt for directly switching manual service to the voice navigation system 3 is prompted on a display of the monitoring unit 5 of the customer service system, and the number of a customer is brought into the display of the monitoring unit 5 of the customer service system.
In conclusion, the invention reduces active interruption in the contact between the customer and the power enterprise, monitors the on-line accessed journey of the whole customer service system, and facilitates the evaluation of on-line customer service and the establishment of further improvement schemes.
The monitoring management system of the on-line customer service is connected with the business assessment system of the agent of the on-line customer service of 95598, namely, the monitoring management system is matched with the existing business assessment system of the agent of the on-line customer service of 95598, and the Internet on-line customer service system integrating the contents of instant on-line communication, customer management, customer service monitoring, data statistics and the like is realized. The seamless combination of the whole online customer service is realized, and the efficiency of the whole 95598 online customer service is improved.
The technical solutions in the embodiments of the present invention will be clearly and completely described above with reference to 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.
Claims (3)
1. The monitoring and management system for the online customer service is characterized by comprising a system entrance module (1), wherein the system entrance module (1) is connected with a 4G IVR server of a power system, a voice navigation system (3) is arranged between the system entrance module (1) and a system switching-in module (2), and the 4G IVR server is connected with the system switching-in module (2) and the voice navigation system (3);
the voice navigation system (3) comprises an application voice recognition module, a voice synthesis module and a semantic understanding module;
the system transfer module (2) comprises a first-layer system transfer module (2a) and a second-layer system transfer module (2b), the system transfer module (2) is connected with a customer service assistant system (4), and the customer service assistant system (4) is connected with each manual seat of the power system;
wherein, the first layer system is transferred into a module (2 a): when the user clearly requires switching the manual work in the voice navigation system (3), switching back to the corresponding manual work sub-seats;
the second layer system is transferred into a module (2 b): when the business required to be transacted by the user in the voice navigation system (3) can only be completed manually, the corresponding sub-manual seats are switched back;
the voice navigation system (3), the system switching-in module (2) and the customer service assistant system (4) are connected with a monitoring unit (5) of the power system.
2. A monitoring and management system for on-line customer service according to claim 1, characterized in that when switching people, the prompt for the voice navigation system (3) to directly switch to manual service is prompted on the display of the monitoring unit (5) at the same time, and the number of the customer is brought to the display of the monitoring unit (5) of the customer service system.
3. The system for monitoring and managing the on-line customer service of claim 1, wherein the system for monitoring and managing the on-line customer service is connected with a business assessment system of an agent of the on-line customer service of 95598.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201911114472.9A CN110891125A (en) | 2019-11-14 | 2019-11-14 | Monitoring management system for online customer service |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201911114472.9A CN110891125A (en) | 2019-11-14 | 2019-11-14 | Monitoring management system for online customer service |
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| CN110891125A true CN110891125A (en) | 2020-03-17 |
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| CN201911114472.9A Pending CN110891125A (en) | 2019-11-14 | 2019-11-14 | Monitoring management system for online customer service |
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Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7120244B2 (en) * | 2002-07-05 | 2006-10-10 | Sbc Technology Resources, Inc. | Call routing from manual to automated dialog of interactive voice response system |
| CN102546987A (en) * | 2012-01-12 | 2012-07-04 | 江苏电力信息技术有限公司 | Method for realizing rapid identification of electricity customer information |
| CN105592237A (en) * | 2014-10-24 | 2016-05-18 | 中国移动通信集团公司 | Method and apparatus for session switching, and intelligent customer service robot |
| CN107153965A (en) * | 2017-04-05 | 2017-09-12 | 芜湖恒天易开软件科技股份有限公司 | A kind of intelligent customer service solution of multiple terminals |
| CN109767237A (en) * | 2018-12-05 | 2019-05-17 | 深圳供电局有限公司 | A kind of method and system that customer service intelligently accesses |
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2019
- 2019-11-14 CN CN201911114472.9A patent/CN110891125A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7120244B2 (en) * | 2002-07-05 | 2006-10-10 | Sbc Technology Resources, Inc. | Call routing from manual to automated dialog of interactive voice response system |
| CN102546987A (en) * | 2012-01-12 | 2012-07-04 | 江苏电力信息技术有限公司 | Method for realizing rapid identification of electricity customer information |
| CN105592237A (en) * | 2014-10-24 | 2016-05-18 | 中国移动通信集团公司 | Method and apparatus for session switching, and intelligent customer service robot |
| CN107153965A (en) * | 2017-04-05 | 2017-09-12 | 芜湖恒天易开软件科技股份有限公司 | A kind of intelligent customer service solution of multiple terminals |
| CN109767237A (en) * | 2018-12-05 | 2019-05-17 | 深圳供电局有限公司 | A kind of method and system that customer service intelligently accesses |
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Application publication date: 20200317 |