CN111277713A - Customer service switching system based on telephone call - Google Patents
Customer service switching system based on telephone call Download PDFInfo
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- CN111277713A CN111277713A CN201910623886.8A CN201910623886A CN111277713A CN 111277713 A CN111277713 A CN 111277713A CN 201910623886 A CN201910623886 A CN 201910623886A CN 111277713 A CN111277713 A CN 111277713A
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- customer service
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- 238000012546 transfer Methods 0.000 claims description 10
- 238000004891 communication Methods 0.000 claims description 5
- 238000010586 diagram Methods 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 238000000034 method Methods 0.000 description 1
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/005—Language recognition
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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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- Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Signal Processing (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a customer service switching system based on telephone calling in the technical field of telephone outgoing call, which comprises a switching system and a customer service distribution system; the switching system is used for judging the voice language type of the client through intelligent talkback when the telephone is called out, and sending the judged voice to the customer service distribution system; the customer service distribution system is used for pairing the customer service in the corresponding language according to the acquired speech language type of the customer.
Description
Technical Field
The invention relates to the technical field of telephone outgoing calls, in particular to a customer service switching system based on telephone calls.
Background
A telephone outbound call is a call initiated actively by a modern customer service center system outbound service to a customer.
The existing telephone call-out is usually carried out by using Putonghua when carrying out customer service reception, but due to the difference of geographical areas, the communication is very inconvenient, and the business handling of customers is seriously influenced.
Based on this, the invention designs a customer service switching system based on telephone calling to solve the above problems.
Disclosure of Invention
The invention aims to provide a customer service switching system based on telephone calling, which aims to solve the problems that the existing telephone call is usually carried out by using Putonghua, but the communication is very inconvenient due to the difference of geographical areas and the service handling of a client is seriously influenced.
In order to achieve the purpose, the invention adopts the following technical scheme:
a customer service switching system based on telephone call comprises a switching system and a customer service distribution system;
the switching system is used for judging the voice language type of the client through intelligent talkback when the telephone is called out, and sending the judged voice to the customer service distribution system;
and the customer service distribution system is used for matching the customer service in the corresponding language to the customer according to the acquired speech language type of the customer.
Preferably, the switching system comprises a client voice receiving module, an intelligent talkback module and a voice category judging module;
the client voice receiving module is used for automatically acquiring the voice information of the client when the client talkbacks;
the intelligent talkback module is used for obtaining language information of a client through the intelligent robot to carry out talkback;
and the voice category judgment module is used for extracting the language information of the client and judging the language category.
Preferably, the customer service distribution system comprises a customer service registration module, an information storage module, a language retrieval pairing module and a call transfer module;
the customer service registration module is used for registering customer reception information for people in different areas according to professional needs;
the information storage module is used for storing the registration information of the relevant registrant;
the language retrieval pairing module is used for carrying out transfer pairing on the clients according to the language type information base of the customer service staff in the information storage module;
the call transfer module is used for transferring the telephone service of the customer to the mobile equipment of the corresponding language customer service.
Preferably, the customer service registration module comprises an information logout module; and the information logout module is used for self-service logout of the account when the related registrant does not want to continue to carry out customer service reception work.
Preferably, the information storage module comprises identity real-name information input, communication information input and language information input.
Preferably, the call forwarding module comprises a customer information loading module;
and the client information loading module is used for sending a prompt of the customer service reception information to the customer service mobile terminal equipment.
Compared with the prior art, the invention has the following beneficial effects: according to the invention, by utilizing the customer service distribution system, people in different areas can be selected as customer service workers according to the condition of people flow distribution, and when customer service reception is required, the customer service workers in corresponding languages can be selected to perform the work of reception, service handling and the like according to the language types of customers, so that the efficiency of service handling is improved.
Drawings
The invention is described in further detail below with reference to the following figures and detailed description:
FIG. 1 is a schematic structural view of the present invention;
FIG. 2 is a system block diagram of a customer service registration module of the present invention;
FIG. 3 is a system block diagram of an information storage module according to the present invention.
Detailed Description
The following description of the embodiments of the present invention is provided for illustrative purposes, and other advantages and effects of the present invention will become apparent to those skilled in the art from the present disclosure.
Please refer to fig. 1 to 3. The invention provides a technical scheme that: a customer service switching system based on telephone call comprises a switching system and a customer service distribution system;
the switching system is used for judging the voice language type of the client through intelligent talkback when the telephone is called out, and sending the judged voice to the customer service distribution system;
and the customer service distribution system is used for matching the customer service in the corresponding language to the customer according to the acquired speech language type of the customer.
It should be noted that, when the customer service is performed through the outgoing call, the language type of the customer is determined by using the voice language information of the customer acquired by the forwarding system, and the customer service delivery system performs the customer service treatment of the corresponding language to the customer.
In a further embodiment, the switching system comprises a client voice receiving module, an intelligent talkback module and a voice category judging module;
the client voice receiving module is used for automatically acquiring the voice information of the client when the client talkbacks;
the intelligent talkback module is used for obtaining language information of a client through the intelligent robot to carry out talkback;
the voice category judgment module is used for extracting language information of the client and judging the language category;
the language type of the client is judged by using the intelligent robot to perform initial talkback with the client.
In a further embodiment, the customer service distribution system comprises a customer service registration module, an information storage module, a language retrieval pairing module and a call transfer module;
the customer service registration module is used for registering customer reception information for people in different areas according to professional needs;
the information storage module is used for storing the registration information of the relevant registrant;
the language retrieval pairing module is used for carrying out transfer pairing on the clients according to the language type information base of the customer service staff in the information storage module;
the call transfer module is used for transferring the telephone service of the customer to the mobile equipment of the corresponding language customer service;
the customer service registration is carried out by the crowds in different regions, so that the crowds in the corresponding regions can conveniently carry out customer service reception work on the customers.
In a further embodiment, the customer service registration module comprises an information logout module; the information logout module is used for self-service logout of the account when the related registrant does not want to continue to carry out customer service reception work;
when the related customer service does not want to engage in the customer service work, the self-service account cancellation can be selected.
In a further embodiment, the information storage module comprises identity real-name information input, communication information input and language information input;
the method and the system can be convenient for realizing the storage work of the information required by the customer service related registration.
In a further embodiment, the call forwarding module comprises a customer information loading module;
the client information loading module is used for sending a prompt of customer service reception information to the customer service mobile terminal equipment;
the corresponding customer service can conveniently check whether the customer service belongs to the customer service reception work.
It should be understood that the structures, ratios, sizes, and the like shown in the drawings and described in the specification are only used for matching with the disclosure of the specification, so as to be understood and read by those skilled in the art, and are not used to limit the conditions under which the present invention can be implemented, so that the present invention has no technical significance, and any structural modification, ratio relationship change, or size adjustment should still fall within the scope of the present invention without affecting the efficacy and the achievable purpose of the present invention. In addition, the terms "upper", "lower", "left", "right", "middle" and "one" used in the present specification are for clarity of description, and are not intended to limit the scope of the present invention, and the relative relationship between the terms and the terms is not to be construed as a scope of the present invention.
The foregoing embodiments are merely illustrative of the principles and utilities of the present invention and are not intended to limit the invention. Any person skilled in the art can modify or change the above-mentioned embodiments without departing from the spirit and scope of the present invention. Accordingly, it is intended that all equivalent modifications or changes which can be made by those skilled in the art without departing from the spirit and technical spirit of the present invention be covered by the claims of the present invention.
Claims (6)
1. A customer service switching system based on telephone calls is characterized in that: comprises a switching system and a customer service distribution system;
the switching system is used for judging the voice language type of the client through intelligent talkback when the telephone is called out, and sending the judged voice to the customer service distribution system;
and the customer service distribution system is used for matching the customer service in the corresponding language to the customer according to the acquired speech language type of the customer.
2. A telephone call based customer service forwarding system according to claim 1, wherein: the switching system comprises a client voice receiving module, an intelligent talkback module and a voice category judging module;
the client voice receiving module is used for automatically acquiring the voice information of the client when the client talkbacks;
the intelligent talkback module is used for obtaining language information of a client through the intelligent robot to carry out talkback;
and the voice category judgment module is used for extracting the language information of the client and judging the language category.
3. A telephone call based customer service forwarding system according to claim 1, wherein: the customer service distribution system comprises a customer service registration module, an information storage module, a language retrieval pairing module and a call transfer module;
the customer service registration module is used for registering customer reception information for people in different areas according to professional needs;
the information storage module is used for storing the registration information of the relevant registrant;
the language retrieval pairing module is used for carrying out transfer pairing on the clients according to the language type information base of the customer service staff in the information storage module;
the call transfer module is used for transferring the telephone service of the customer to the mobile equipment of the corresponding language customer service.
4. A telephone call based customer service forwarding system according to claim 3, wherein: the customer service registration module comprises an information logout module; and the information logout module is used for self-service logout of the account when the related registrant does not want to continue to carry out customer service reception work.
5. A telephone call based customer service forwarding system according to claim 3, wherein: the information storage module comprises identity real-name information input, communication information input and language information input.
6. A telephone call based customer service forwarding system according to claim 3, wherein: the call transfer module comprises a customer information loading module;
and the client information loading module is used for sending a prompt of the customer service reception information to the customer service mobile terminal equipment.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910623886.8A CN111277713A (en) | 2019-07-11 | 2019-07-11 | Customer service switching system based on telephone call |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910623886.8A CN111277713A (en) | 2019-07-11 | 2019-07-11 | Customer service switching system based on telephone call |
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| CN111277713A true CN111277713A (en) | 2020-06-12 |
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| CN201910623886.8A Pending CN111277713A (en) | 2019-07-11 | 2019-07-11 | Customer service switching system based on telephone call |
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Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102546985A (en) * | 2011-12-09 | 2012-07-04 | 中兴通讯股份有限公司 | Calling method of calling system |
| CN102802114A (en) * | 2012-06-20 | 2012-11-28 | 北京语言大学 | Method and system for screening seat by using voices |
| CN104580762A (en) * | 2013-10-12 | 2015-04-29 | 深圳市赛格导航科技股份有限公司 | Method and device for realizing call forwarding according to language |
| US20170126893A1 (en) * | 2006-06-02 | 2017-05-04 | Alorica Business Solutions, Llc | Method and computer readable medium for geographic agent routing |
| CN109040017A (en) * | 2018-06-25 | 2018-12-18 | 华南理工大学 | A kind of intelligent customer service system and implementation method based on MQTT and HTTP |
-
2019
- 2019-07-11 CN CN201910623886.8A patent/CN111277713A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20170126893A1 (en) * | 2006-06-02 | 2017-05-04 | Alorica Business Solutions, Llc | Method and computer readable medium for geographic agent routing |
| CN102546985A (en) * | 2011-12-09 | 2012-07-04 | 中兴通讯股份有限公司 | Calling method of calling system |
| CN102802114A (en) * | 2012-06-20 | 2012-11-28 | 北京语言大学 | Method and system for screening seat by using voices |
| CN104580762A (en) * | 2013-10-12 | 2015-04-29 | 深圳市赛格导航科技股份有限公司 | Method and device for realizing call forwarding according to language |
| CN109040017A (en) * | 2018-06-25 | 2018-12-18 | 华南理工大学 | A kind of intelligent customer service system and implementation method based on MQTT and HTTP |
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Application publication date: 20200612 |
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