CN111556208A - Method and device for online switching of customer service - Google Patents
Method and device for online switching of customer service Download PDFInfo
- Publication number
- CN111556208A CN111556208A CN202010343553.2A CN202010343553A CN111556208A CN 111556208 A CN111556208 A CN 111556208A CN 202010343553 A CN202010343553 A CN 202010343553A CN 111556208 A CN111556208 A CN 111556208A
- Authority
- CN
- China
- Prior art keywords
- service
- customer service
- client
- customer
- remote
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Classifications
-
- 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
Abstract
The application provides a method and a device for online switching of customer service, and relates to the technical field of customer service systems. Wherein, the method comprises the following steps: distributing remote customer service for a customer accessing a customer service system and transferring the remote customer service to the remote customer service; when determining that the service performed by the client relates to an operation service, determining an agent service corresponding to the operation service; and the remote customer service is connected to the seat customer service so that the seat customer service processes the operation service. By using the method, the shunting of the service of the call center site can be realized.
Description
Technical Field
The application relates to the technical field of customer service systems, in particular to a method and a device for online switching of customer service.
Background
At present, the types of manual customer service of a customer service system can be divided into the following two categories: seat customer service and remote customer service. The agent service refers to office staff working in the office place of the call center and performing text interaction on the client through office network equipment, and can accept client consultation and specific operation business. The remote customer service means that the office staff who does not work in the office of the call center, generally at home or outdoors and performs text interaction on the client through a private or personal communication device accepts the client consultation without performing specific operation business.
The working mode of the seat customer service is a manpower intensive working mode, and how to shunt the on-site service of the call center in epidemic prevention and control period or service peak period, so that specific operation service is specially carried out on the site of the call center, and the problem that the seat customer service resources occupied by customer consultation are reduced is to be solved urgently at present.
Disclosure of Invention
In order to solve the technical problems in the prior art, the application provides a method and a device for online switching of customer service, so as to realize shunting of on-site services of a call center.
The application provides a method for online switching of customer service, which comprises the following steps:
distributing remote customer service for a customer accessing a customer service system and transferring the remote customer service to the remote customer service;
when determining that the service performed by the client relates to an operation service, determining an agent service corresponding to the operation service;
and the remote customer service is connected to the seat customer service so that the seat customer service processes the operation service.
Optionally, the determining the agent customer service corresponding to the operation service specifically includes:
and determining an operation skill group related to the operation service and selecting an agent customer service corresponding to the currently idle operation skill group, wherein the operation skill group comprises service operation related to the operation service.
Optionally, the allocating a remote customer service to a customer accessing a customer service system and forwarding to the remote customer service specifically includes:
and carrying out voice question and answer on the client accessing the client service system through the intelligent voice client service, and when the client selects the seat client service, allocating a remote client service to the client and switching to the remote client service.
Optionally, before the remote customer service is forwarded to the seat customer service, the method further includes:
and sending the interaction record of the client and the remote customer service to the agent customer service.
Optionally, the method further includes:
when the business conducted by the customer does not involve an operational business, determining that the business is to be processed by the remote customer service.
The application also provides a device for online switching of customer service, the device includes: the system comprises an access unit, a determination unit and a switching unit;
the access unit is used for distributing remote customer service to the customer accessing the customer service system;
the determining unit is used for determining the seat customer service corresponding to the operation service when the service performed by the customer is determined to relate to the operation service;
the switching unit is used for switching to the seat customer service by the remote customer service so as to enable the seat customer service to process the operation service.
Optionally, the determining unit is specifically configured to:
and determining an operation skill group related to the operation service and selecting an agent customer service corresponding to the currently idle operation skill group, wherein the operation skill group comprises service operation related to the operation service.
Optionally, the access unit is specifically configured to: and carrying out voice question and answer on the client accessing the client service system through the intelligent voice client service, and when the client selects the seat client service, allocating a remote client service to the client and switching to the remote client service.
Optionally, the switching unit is further configured to:
and sending the interaction record of the client and the remote customer service to the agent customer service.
Optionally, the determining unit is further configured to:
when the business conducted by the customer does not involve an operational business, determining that the business is to be processed by the remote customer service.
The technical scheme provided by the application has the following advantages at least:
the method comprises the steps of firstly distributing remote customer service to a customer accessing a customer service system and switching to the remote customer service, and at the moment, uniformly distributing the customer needing to be connected with the remote customer service and a seat customer service to the remote customer service. When the fact that the business performed by the client relates to the operation business is determined, the seat customer service corresponding to the operation business is determined, and then the remote customer service is switched to the seat customer service, so that the seat customer service can process the operation business. Therefore, the method and the system can realize that the seat customer service is accessed only when the client needs to process the operation service, so that the seat customer service can not process the common consultation service of the client, and realize the shunting of the on-site service of the call center. Specifically, the number of the on-site seat customer services of the call center is reduced by shunting the on-site services of the call center during the epidemic situation prevention and control period, or the work efficiency of the on-site seat customer services of the call center is improved by shunting the on-site services of the call center during the service peak period.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments described in the present application, and other drawings can be obtained by those skilled in the art without creative efforts.
Fig. 1 is a flowchart of a method for online customer service switching according to an embodiment of the present disclosure;
fig. 2 is a schematic diagram of an apparatus for online customer service switching according to an embodiment of the present disclosure;
fig. 3 is a schematic view of an electronic device according to an embodiment of the present application.
Detailed Description
At present, because the working mode of the seat customer service is a manpower intensive working mode, in epidemic situation prevention and control period or service peak period, the service on the site of the call center needs to be shunted, so that the specific operation service is specially carried out on the site of the call center.
In order to solve the above technical problem, embodiments of the present application provide a method and an apparatus for online customer service switching, which can implement shunting of services in a call center site, and are described in detail below.
In order to make the technical solutions of the present application better understood, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, 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 application.
The first embodiment is as follows:
the embodiment of the application provides a method for online switching of customer service, which is specifically described below with reference to the accompanying drawings.
Referring to fig. 1, the figure is a flowchart of a method for customer service online switching according to an embodiment of the present application.
The method comprises the following steps:
s101: and distributing remote customer service for the customer accessing the customer service system and switching to the remote customer service.
When a client accesses a customer service system, the customer service type selected by the client is determined firstly, and at the moment, the client can select the matched customer service type according to the service type required by the client. For example, when the client needs to perform a consultation service, the client may choose to access the remote customer service, and when the service that the user needs to perform relates to an operation service, the client may choose to access the seat customer service. However, the current customer service system also allows the user to select to access the agent customer service when performing the advisory services, thereby causing the situation that the agent customer service on the call center site is occupied to process the advisory services.
In order to realize the shunting of the services on the site of the call center, the method provided by the embodiment of the application uniformly distributes the remote customer service to the client and transfers the remote customer service to the client, so that the condition that the user occupies the seat customer service on the site of the call center to process the consultation services is avoided preliminarily.
Specifically, in some embodiments, when the user accesses the customer service system, the above S101 may specifically be: and carrying out voice question and answer on the client accessing the client service system through the intelligent voice client service, and when the client selects the seat client service, allocating a remote client service to the client and switching to the remote client service.
The intelligent voice customer service can provide automatic question and answer service, and when the customer selects manual customer service, the customer is firstly uniformly distributed and transferred to a remote customer service place no matter whether the customer selects remote customer service or seat customer service.
S102: and when determining that the service performed by the client relates to the operation service, determining the agent service corresponding to the operation service.
When a client performs service interaction with an accessed remote customer service, the remote customer service can determine whether the service performed by the user relates to an operation service according to a service interaction process with the user, for example, in some embodiments, the service required to be performed by the user only includes a consultation service; in other embodiments, the services that the user needs to perform include only operation services; in still other embodiments, the user needs to perform both consulting and transactional type services.
For the first case, since the service performed by the customer does not involve an operation service, the service can be handled by the remote customer service at this time, and there is no need to forward to the on-site seat customer service of the call center.
For the second case, when the service relates to an operation service, the agent service corresponding to the operation service may be determined and forwarded to the agent service.
For the third case, the remote customer service may first process the advisory services in the services, and for the operation services included in the services, determine the agent customer service corresponding to the operation services, and forward to the agent customer service.
Specifically, in some embodiments, when the second condition and the third condition occur, the determining, in the step S102, the agent service corresponding to the operation service specifically includes:
determining an operation skill group related to an operation service and selecting an agent customer service corresponding to the currently idle operation skill group, wherein the operation skill group comprises service operations related to the operation service.
For example, for a bank customer service system, the operation service may be a transaction service, the operation skill set may include operations such as transfer, remittance, query, and special service handling, and the operation skill set is not specifically limited in the embodiment of the present application, and the type of the operation skill set may be different in different application scenarios.
The operation skill group comprises the operation of the operation related to the operation service, and the operation skill group and the on-site seat customer service of the call center have a predetermined corresponding relationship, so that the corresponding seat customer service can be determined according to the operation skill group related to the current operation service, and the corresponding seat customer service can be determined more quickly and accurately.
It can be understood that, in practical application, the agent service corresponding to the operation skill set in the idle state is preferentially selected, so as to reduce the waiting time of the customer and improve the processing efficiency of the agent service.
S103: and the remote customer service is switched to the seat customer service so that the seat customer service processes the operation service.
And when the seat customer service corresponding to the operation skill set is determined, the remote customer service is switched to the seat customer service. In some embodiments, the remote customer service system may manually select to determine to perform the transfer, and in other embodiments, the customer service system may automatically assign to perform the transfer, which is not specifically limited in the embodiments of the present application.
In some embodiments, in order to improve the service processing efficiency of the agent service after the forwarding, the method may further include, before S103, the following steps: and sending the interaction record of the client and the remote customer service to the agent customer service.
In some embodiments, the remote customer service can record the interaction record with the customer in real time and send the interaction record to the corresponding agent customer service; in other embodiments, the customer service system may automatically record an interaction record with the customer and send the interaction record to the corresponding agent service, and at this time, the customer service system may automatically record to obtain the interaction record when the remote service performs service interaction with the user, or start recording to obtain the interaction record after responding to a recording start instruction with the remote service.
Further, the interaction record may be in the form of a voice record, a text record, or a chart record with options, which is not specifically limited in this embodiment of the application.
The interaction records of the client and the remote customer service are sent to the agent customer service, so that the agent customer service can quickly and accurately know the service requirements of the client, the butt joint with the client is quickly carried out, the processing efficiency of the operation service of the agent customer service is improved, the service processing time of the client is also reduced, and the client experience is improved.
It should be understood that the division and the order of the above steps are only for convenience of describing the technical solution of the present application, and those skilled in the art may also adjust the above steps according to the actual situation.
The method comprises the steps of firstly distributing remote customer service to a customer accessing a customer service system and switching to the remote customer service, and at the moment, uniformly distributing the customer needing to be connected with the remote customer service and a seat customer service to the remote customer service. When the fact that the business performed by the client relates to the operation business is determined, the seat customer service corresponding to the operation business is determined, and then the remote customer service is switched to the seat customer service, so that the seat customer service can process the operation business. Therefore, the method and the system can realize that the seat customer service is accessed only when the client needs to process the operation service, so that the seat customer service can not process the common consultation service of the client, and realize the shunting of the on-site service of the call center. Specifically, the number of the on-site seat customer services of the call center is reduced by shunting the on-site services of the call center during the epidemic situation prevention and control period, or the work efficiency of the on-site seat customer services of the call center is improved by shunting the on-site services of the call center during the service peak period.
Example two:
based on the method for online customer service switching provided by the above embodiment, the second embodiment of the present application further provides a device for online customer service switching, which is specifically described below with reference to the accompanying drawings.
Referring to fig. 2, the figure is a schematic view of an apparatus for customer service online switching provided in an embodiment of the present application.
The device of the embodiment of the application comprises: an access unit 201, a determination unit 202 and a transit unit 203.
The access unit 201 is used for allocating remote customer service to a customer accessing the customer service system.
Further, the access unit 201 is specifically configured to: and carrying out voice question and answer on the client accessing the client service system through the intelligent voice client service, and when the client selects the seat client service, allocating a remote client service to the client and switching to the remote client service.
The determining unit 202 is configured to determine an agent service corresponding to an operation service when it is determined that the service performed by the client relates to the operation service.
Further, the determining unit 202 is specifically configured to: and determining an operation skill group related to the operation service and selecting an agent customer service corresponding to the currently idle operation skill group, wherein the operation skill group comprises service operation related to the operation service.
The operation skill group and the on-site seat customer service of the call center have a predetermined corresponding relationship, so that the corresponding seat customer service can be determined according to the operation skill group related to the current operation service, and the corresponding seat customer service can be determined more quickly and accurately.
Further, the determining unit 202 is further configured to: when the business conducted by the customer does not involve an operational business, determining that the business is to be processed by the remote customer service.
The switching unit 203 is used for switching to the seat customer service by the remote customer service so that the seat customer service processes the operation service.
Further, the switching unit 203 is further configured to send an interaction record of the customer and the remote customer service to the seat customer service before switching to the seat customer service by the remote customer service. Therefore, the agent service can quickly and accurately know the service requirements of the clients, the butt joint with the clients is quickly carried out, and the processing efficiency of the operation service of the agent service is improved
According to the device provided by the application, the remote customer service is firstly distributed to the customers accessing the customer service system through the access unit and is connected to the remote customer service, and at the moment, the customers needing to be connected with the remote customer service and the seat customer service are firstly and uniformly distributed to the remote customer service. When the determining unit determines that the service performed by the client relates to the operation service, the agent service corresponding to the operation service is determined, and then the switching unit switches the remote service to the agent service so that the agent service processes the operation service. Therefore, the method and the system can realize that the seat customer service is accessed only when the client needs to process the operation service, so that the seat customer service can not process the common consultation service of the client, and realize the shunting of the on-site service of the call center. Specifically, the number of the on-site seat customer services of the call center is reduced by shunting the on-site services of the call center during the epidemic situation prevention and control period, or the work efficiency of the on-site seat customer services of the call center is improved by shunting the on-site services of the call center during the service peak period.
The customer service online switching device comprises a processor and a memory, wherein the access unit, the determining unit, the switching unit and the like are stored in the memory as program units, and the processor executes the program units stored in the memory to realize corresponding functions.
The processor comprises a kernel, and the kernel calls the corresponding program unit from the memory. The kernel can be set to be one or more than one, and the online switching method from the remote customer service to the seat customer service is realized by adjusting the kernel parameters.
The embodiment of the invention provides a storage medium, wherein a program is stored on the storage medium, and the program realizes the method for the online customer service switching when being executed by a processor.
The embodiment of the invention provides a processor, which is used for running a program, wherein the program is used for executing the customer service online switching method during running.
The embodiment of the invention also provides electronic equipment which is specifically described below by combining the attached drawings.
Referring to fig. 3, the electronic device according to an embodiment of the present disclosure is schematically illustrated.
The electronic device 30 comprises at least one processor 301, and at least one memory 302, a bus 303 connected to the processor 301; wherein, the processor 301 and the memory 302 complete the communication with each other through the bus 303; the processor 301 is configured to call program instructions in the memory 302 to perform the above-described method for customer service online switching.
The electronic device 30 in the present application may be a server, a PC, a PAD, a mobile phone, and the like, which is not particularly limited in this embodiment.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should be understood that in the present application, "at least one" means one or more, "a plurality" means two or more. "and/or" for describing an association relationship of associated objects, indicating that there may be three relationships, e.g., "a and/or B" may indicate: only A, only B and both A and B are present, wherein A and B may be singular or plural. The character "/" generally indicates that the former and latter associated objects are in an "or" relationship. "at least one of the following" or similar expressions refer to any combination of these items, including any combination of single item(s) or plural items. For example, at least one (one) of a, b, or c, may represent: a, b, c, "a and b", "a and c", "b and c", or "a and b and c", wherein a, b, c may be single or plural.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the apparatus embodiment, since it is substantially similar to the method embodiment, it is relatively simple to describe, and reference may be made to some descriptions of the method embodiment for relevant points. The above-described apparatus embodiments are merely illustrative, and the units and modules described as separate components may or may not be physically separate. In addition, some or all of the units and modules may be selected according to actual needs to achieve the purpose of the solution of the embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
The foregoing is directed to embodiments of the present application and it is noted that numerous modifications and adaptations may be made by those skilled in the art without departing from the principles of the present application and are intended to be within the scope of the present application.
Claims (10)
1. A method for online customer service switching, the method comprising:
distributing remote customer service for a customer accessing a customer service system and transferring the remote customer service to the remote customer service;
when determining that the service performed by the client relates to an operation service, determining an agent service corresponding to the operation service;
and the remote customer service is connected to the seat customer service so that the seat customer service processes the operation service.
2. The method according to claim 1, wherein the determining the agent service corresponding to the operation service specifically includes:
and determining an operation skill group related to the operation service and selecting an agent customer service corresponding to the currently idle operation skill group, wherein the operation skill group comprises service operation related to the operation service.
3. The method according to claim 1, wherein the allocating and forwarding a remote customer service to a customer accessing a customer service system specifically comprises:
and carrying out voice question and answer on the client accessing the client service system through the intelligent voice client service, and when the client selects the seat client service, allocating a remote client service to the client and switching to the remote client service.
4. The method of claim 1, wherein prior to the transition from the remote customer service to the agent customer service, the method further comprises:
and sending the interaction record of the client and the remote customer service to the agent customer service.
5. The method of claim 1, further comprising:
when the business conducted by the customer does not involve an operational business, determining that the business is to be processed by the remote customer service.
6. An apparatus for online customer service switching, the apparatus comprising: the system comprises an access unit, a determination unit and a switching unit;
the access unit is used for distributing remote customer service to the customer accessing the customer service system;
the determining unit is used for determining the seat customer service corresponding to the operation service when the service performed by the customer is determined to relate to the operation service;
the switching unit is used for switching to the seat customer service by the remote customer service so as to enable the seat customer service to process the operation service.
7. The apparatus according to claim 6, wherein the determining unit is specifically configured to:
and determining an operation skill group related to the operation service and selecting an agent customer service corresponding to the currently idle operation skill group, wherein the operation skill group comprises service operation related to the operation service.
8. The apparatus according to claim 6, wherein the access unit is specifically configured to: and carrying out voice question and answer on the client accessing the client service system through the intelligent voice client service, and when the client selects the seat client service, allocating a remote client service to the client and switching to the remote client service.
9. The apparatus of claim 6, wherein the adaptor unit is further configured to:
and sending the interaction record of the client and the remote customer service to the agent customer service.
10. The apparatus of claim 6, wherein the determining unit is further configured to:
when the business conducted by the customer does not involve an operational business, determining that the business is to be processed by the remote customer service.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010343553.2A CN111556208B (en) | 2020-04-27 | 2020-04-27 | Method and device for online switching of customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010343553.2A CN111556208B (en) | 2020-04-27 | 2020-04-27 | Method and device for online switching of customer service |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN111556208A true CN111556208A (en) | 2020-08-18 |
| CN111556208B CN111556208B (en) | 2021-05-07 |
Family
ID=72004038
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202010343553.2A Active CN111556208B (en) | 2020-04-27 | 2020-04-27 | Method and device for online switching of customer service |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN111556208B (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113256097A (en) * | 2021-05-18 | 2021-08-13 | 浙江百应科技有限公司 | Customer service seat switching method and device and electronic equipment |
Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101621592A (en) * | 2009-07-24 | 2010-01-06 | 中国农业大学 | Method and system for consultation call of knowledge on plant diseases and insect pests |
| CN102546989A (en) * | 2010-12-07 | 2012-07-04 | 中国电信股份有限公司 | Method and system for fast switching of complex telephone traffic |
| CN103379229A (en) * | 2012-04-28 | 2013-10-30 | 恒生电子股份有限公司 | Data transmission method and system for specialist seat |
| CN105657201A (en) * | 2016-01-26 | 2016-06-08 | 北京京东尚科信息技术有限公司 | Method and system for processing call based on decision tree model |
| US20160301804A1 (en) * | 2009-06-01 | 2016-10-13 | Genesys Telecommunications Laboratories, Inc. | System and methods for predicting future agent readiness for handling an interaction in a call center |
| CN109658736A (en) * | 2019-02-15 | 2019-04-19 | 北京悦畅科技有限公司 | A kind of parking lot cloud control method, server and system |
| US10298752B1 (en) * | 2016-09-29 | 2019-05-21 | Fuze, Inc. | Unified communication system |
| CN110472982A (en) * | 2019-08-01 | 2019-11-19 | 深圳市遇住信息科技有限公司 | A kind of customer service intelligent management system and method |
-
2020
- 2020-04-27 CN CN202010343553.2A patent/CN111556208B/en active Active
Patent Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20160301804A1 (en) * | 2009-06-01 | 2016-10-13 | Genesys Telecommunications Laboratories, Inc. | System and methods for predicting future agent readiness for handling an interaction in a call center |
| CN101621592A (en) * | 2009-07-24 | 2010-01-06 | 中国农业大学 | Method and system for consultation call of knowledge on plant diseases and insect pests |
| CN102546989A (en) * | 2010-12-07 | 2012-07-04 | 中国电信股份有限公司 | Method and system for fast switching of complex telephone traffic |
| CN103379229A (en) * | 2012-04-28 | 2013-10-30 | 恒生电子股份有限公司 | Data transmission method and system for specialist seat |
| CN105657201A (en) * | 2016-01-26 | 2016-06-08 | 北京京东尚科信息技术有限公司 | Method and system for processing call based on decision tree model |
| US10298752B1 (en) * | 2016-09-29 | 2019-05-21 | Fuze, Inc. | Unified communication system |
| CN109658736A (en) * | 2019-02-15 | 2019-04-19 | 北京悦畅科技有限公司 | A kind of parking lot cloud control method, server and system |
| CN110472982A (en) * | 2019-08-01 | 2019-11-19 | 深圳市遇住信息科技有限公司 | A kind of customer service intelligent management system and method |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113256097A (en) * | 2021-05-18 | 2021-08-13 | 浙江百应科技有限公司 | Customer service seat switching method and device and electronic equipment |
Also Published As
| Publication number | Publication date |
|---|---|
| CN111556208B (en) | 2021-05-07 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN109873909B (en) | Voice calling method, device and equipment and computer storage medium | |
| CN103024217B (en) | A kind of method and customer service system realizing customer service | |
| US20170118341A1 (en) | Device, System, and Method for Optimizing Active Transactions of an Agent | |
| CN103516759B (en) | Cloud system method for managing resource, cloud call center are attended a banquet management method and cloud system | |
| JP2002044261A (en) | Multimedia customer care center having layer control architecture | |
| KR20140010988A (en) | Method, sharing platform, and system for sharing image-editing action | |
| US10129396B1 (en) | System and method for providing self-service while on hold during a customer interaction | |
| US10313517B1 (en) | Hold time reducer | |
| US20070041562A1 (en) | Inter campaign and queue cooperation | |
| WO2013185655A1 (en) | Method and device for distributing mobile attendant call | |
| CN103516918B (en) | Faulty resource restoration methods and device | |
| CN107888787B (en) | Method and device for processing media access request | |
| CN102136967A (en) | Method, device and system for managing service state | |
| CN104754153A (en) | Customer service system and customer service method thereof | |
| CN111010527A (en) | Method and related device for establishing video call through short message link | |
| CN111556208B (en) | Method and device for online switching of customer service | |
| CN111556209B (en) | Customer service switching method and device, storage medium and electronic equipment | |
| CN106357941B (en) | Trustship type call center based on CTI technology | |
| CN113301079B (en) | Data acquisition method, system, computing device and storage medium | |
| CN103634484B (en) | Terminal switching method, apparatus and system | |
| CN112702472A (en) | Full channel hot line customer service system | |
| CN101494619B (en) | Communication method and device for instant communication system | |
| CN114422467B (en) | Customer service message management system and method | |
| CN112671723B (en) | Call control system, method and computer readable medium | |
| CN109165257A (en) | Data query method and related system, equipment and storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |