CN111667316B - Service processing method, device and system - Google Patents
Service processing method, device and system Download PDFInfo
- Publication number
- CN111667316B CN111667316B CN202010547745.5A CN202010547745A CN111667316B CN 111667316 B CN111667316 B CN 111667316B CN 202010547745 A CN202010547745 A CN 202010547745A CN 111667316 B CN111667316 B CN 111667316B
- Authority
- CN
- China
- Prior art keywords
- user
- customer service
- call
- target
- service
- 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.)
- Active
Links
- 238000003672 processing method Methods 0.000 title abstract description 19
- 238000012545 processing Methods 0.000 claims abstract description 48
- 230000004044 response Effects 0.000 claims abstract description 17
- 238000004891 communication Methods 0.000 claims abstract description 10
- 238000000034 method Methods 0.000 claims description 33
- 230000006399 behavior Effects 0.000 claims description 14
- 238000004590 computer program Methods 0.000 claims description 10
- 238000007405 data analysis Methods 0.000 claims description 10
- 230000002452 interceptive effect Effects 0.000 claims description 7
- 230000001960 triggered effect Effects 0.000 claims description 5
- 230000000694 effects Effects 0.000 description 4
- 238000010586 diagram Methods 0.000 description 3
- 238000005516 engineering process Methods 0.000 description 3
- 230000006978 adaptation Effects 0.000 description 1
- 238000013459 approach Methods 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000000977 initiatory effect Effects 0.000 description 1
- 238000010801 machine learning Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 230000000750 progressive effect Effects 0.000 description 1
- 230000001737 promoting effect Effects 0.000 description 1
- 238000011002 quantification Methods 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- 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
-
- 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
Abstract
The embodiment of the application discloses a service processing method, a device and a system, which are used for determining target customer service based on a call of a user, wherein the call is the response of the user to a recommended message; and directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service. Therefore, when the service processing system receives a call of a recommendation message of a user for a certain product, the user is determined to be interested in the product, proper customer service personnel are automatically allocated to the user, the call of the user is directly routed to the customer service personnel, the user does not need to contact with manual customer service through IVR, the problems that the IVR consumes long time and is complex in operation and not friendly to the user are solved, high-quality product related services are timely and effectively provided for the user, and the success rate of marketing products of enterprises and the experience of the user on marketing are improved to a certain extent.
Description
Technical Field
The present application relates to the field of internet technologies, and in particular, to a service processing method, device, and system.
Background
It is desirable for an enterprise to introduce its own product to users in need of the product in as efficient a manner as possible. Common marketing approaches include: and the telephone marketing and the short message marketing are mainly characterized in that customer service personnel contact users acquired in various channels in a telephone way to introduce own products, and the telephone marketing and the short message marketing can bring trouble to the users and even give the users an objection, so that the effect is poor. Short message marketing is favored by many enterprises due to the characteristics of low cost, less time consumption and the like.
In the short message marketing, the number of words which can be carried in the short message for introducing the product is limited, and the marketed product cannot be introduced comprehensively and clearly for the user. Based on the above, a more reasonable and efficient service processing method is needed to be provided at present, which can more intelligently introduce relevant information of products to users comprehensively on the basis of short message marketing and improve service processing experience of enterprises and users.
Disclosure of Invention
In order to solve the technical problems, the embodiment of the application provides a service processing method, a device and a system, which improve service processing efficiency and bring better experience to users and enterprises.
In a first aspect, a service processing method is provided, where the method includes:
determining a target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message;
and directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service.
Optionally, the method further comprises:
performing big data analysis on the historical behavior information of the user, and adding a mark for the user;
determining a target product or target service for the user based on the indicia;
and sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication mark and is used for indicating the user to call.
Optionally, the determining the target customer service based on the call of the user includes:
determining that the user is a receiver of the recommendation message based on the call of the user;
and determining the target customer service for the user according to the user and the recommended product of the recommendation message.
Optionally, the determining, based on the call of the user, that the user is the receiver for making the recommendation message includes:
responding to the call of the user, and acquiring the identification of the user;
searching whether a target corresponding relation matched with the user identification exists or not based on the stored multiple corresponding relations;
if the target corresponding relation exists, determining that the user is a receiver for the recommended message, wherein the target corresponding relation is a corresponding relation between the identification of the user and the recommended message.
Optionally, the determining the target customer service for the user according to the product recommended by the user and the recommendation message includes:
acquiring relevant information of the user and relevant information of the product, wherein the relevant information of the user comprises at least one of the following messages: historical behavior information of the user, or a grade of the user;
acquiring customer service characteristic information of each customer service, wherein the customer service characteristic information comprises at least one of the following information: customer service level, current service status, historical service recommendation record or historical service recommendation capability;
and determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
Alternatively, the process may be carried out in a single-stage,
when the determined target customer service is one, then performing the directly connecting the call to the target customer service;
and when the determined target customer service is a plurality of customer service, determining the customer service which is triggered to answer the call first in the plurality of target customer service as the customer service for providing service for the user, and directly connecting the call to the customer service.
Optionally, the method further comprises:
determining that the user does not receive the recommendation message based on the call of the user;
the call is connected to an interactive voice response (english: interactive Voice Response, abbreviated: IVR).
In a second aspect, there is also provided a service processing apparatus, the apparatus comprising:
the first determining unit is used for determining target customer service based on a call of a user, wherein the call is a response of the user to a recommended message;
and the connection unit is used for directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service.
Optionally, the apparatus further comprises:
the marking unit is used for carrying out big data analysis on the historical behavior information of the user and adding marks for the user;
a second determining unit for determining a target product or a target service for the user based on the mark;
and the sending unit is used for sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication mark and is used for indicating the user to call.
Optionally, the first determining unit includes:
a first determining subunit, configured to determine, based on the call of the user, that the user is a recipient of the recommendation message;
and the second determining subunit is used for determining the target customer service for the user according to the user and the product recommended by the recommendation message.
Optionally, the first determining subunit includes:
the first acquisition sub-module is used for responding to the call of the user and acquiring the identification of the user;
the searching sub-module is used for searching whether a target corresponding relation matched with the user identification exists or not based on the stored multiple corresponding relations;
and the first determining submodule is used for determining that the user is a receiver for carrying out the recommended message if the target corresponding relation exists, and the target corresponding relation is a corresponding relation between the identification of the user and the recommended message.
Optionally, the second determining subunit includes:
a second obtaining sub-module, configured to obtain relevant information of the user and relevant information of the product, where the relevant information of the user includes at least one of the following messages: historical behavior information of the user, or a grade of the user;
the third acquisition sub-module is used for acquiring customer service characteristic information of each customer service, and the customer service characteristic information comprises at least one of the following information: customer service level, current service status, historical service recommendation record or historical service recommendation capability;
and the second determining submodule is used for determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
Optionally, the connection unit is specifically configured to:
when the determined target customer service is one, then performing the directly connecting the call to the target customer service;
and when the determined target customer service is a plurality of customer service, determining the customer service which is triggered to answer the call first in the plurality of target customer service as the customer service for providing service for the user, and directly connecting the call to the customer service.
Optionally, the apparatus further comprises:
a third determining unit, configured to determine, based on the call of the user, that the user does not receive the recommendation message;
the connection unit is further configured to connect the call to an interactive voice response IVR.
In a third aspect, a service processing system is provided, including a memory and a processor. Wherein the memory is configured to store a computer program or instructions, and the processor is configured to invoke the computer program or instructions stored in the memory, so that the service processing system performs the method provided in the first aspect.
In a fourth aspect, the present application also provides a computer readable storage medium having instructions stored therein which, when run on a computer, cause the computer to perform the method provided in the first aspect above.
In a fifth aspect, the application also provides a computer program product comprising a computer program or computer readable instructions which, when run on a computer, cause the computer to perform the method provided in the first aspect.
Compared with the prior art, the embodiment of the application has the following beneficial effects:
in an embodiment of the present application, a service processing method is provided, where the method is applied to a service processing system, and the method specifically may include: firstly, determining target customer service based on a call of a user, wherein the call is a response of the user to a recommended message; and then, directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service. Therefore, through the service processing method, when the service processing system receives the call of the recommended message of the user for a certain product, the user can be determined to be interested in the product, and further the product requirement is known, then the service processing system automatically distributes proper customer service personnel for the user, directly routes the call of the user to the customer service personnel, establishes direct connection with the customer service personnel, and can contact with manual customer service without the need of the user through IVR, thereby solving the problems of long IVR consumption time, complex operation and unfriendly to the user, timely and effectively providing high-quality product related service for the user, and improving the success rate of enterprise marketing products and the user experience of marketing to a certain extent.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for the description of the embodiments will be briefly described below, and it is apparent that the drawings in the following description are only some embodiments described in the present application, and other drawings may be obtained according to these drawings for those of ordinary skill in the art.
Fig. 1 is a schematic structural diagram of a service processing system 100 according to an embodiment of the present application;
fig. 2 is a flow chart of a service processing method in an embodiment of the application;
fig. 3 is a schematic structural diagram of a service processing apparatus 300 according to an embodiment of the present application;
fig. 4 is a schematic structural diagram of a service processing system 400 according to an embodiment of the present application.
Detailed Description
At present, when an enterprise adopts short message marketing to recommend products, the main characteristics of the products are generally edited into characters, and the characters are used as the content of the short message to be sent to users. However, because the content of the short message is less, only the related information of the product is carried, the product cannot be introduced to the user in detail, and the marketing effect is often poor.
Based on this, the embodiment of the application provides an intelligent service processing method, so as to solve the problem that the marketing effect is poor due to the short content of a marketing short message (hereinafter also referred to as a recommendation message), and by adding an indication identifier in the recommendation message, a user is prompted to be able to determine a target customer service for a user initiating a call based on a call if the recommended product or related type of product is interested in the recommended product, and the call of the user is directly connected to the target customer service based on the call once the service processing system receives the call of the user. Thus, by the method provided by the embodiment of the application, when the service processing system receives the call of the recommended message of the user for a certain product, the user can be determined to be interested in the product, and further the product requirement is known, and then the service processing system automatically distributes the call of the user to a proper customer service staff, directly routes the call of the user to the customer service staff, establishes direct connection with the customer service staff, and can contact with manual customer service without the user through IVR, thereby solving the problems of long IVR consumption time, complex operation and unfriendly user, timely and effectively providing high-quality product related service for the user, and improving the success rate of enterprise marketing products and the marketing experience of the user to a certain extent.
Before introducing the service processing method provided by the embodiment of the application, the service processing system provided by the embodiment of the application is introduced.
Referring to fig. 1, the service processing system 100 may include: big data analysis module 110, marketing product library 120, SMS module 130, connection module 140, and customer service module 150. The big data analysis module 110, the marketing product library 120 and the connection module 140 are respectively connected with the short message module 130, and the connection module 140 is connected with the customer service module 150. The big data analysis module 110 is configured to analyze all user data of the user through big data technology, for example: analyzing transaction data of the user, purchase data of fund financial products and the like, formulating user portraits and marking, and determining products or product sets which are possibly interested by the user; the marketing products library 120 is maintained by business personnel for editing and saving corresponding recommended messages for various products; the short message module 130 is configured to send a recommendation message of the related product in the marketing product library 120 to the user information determined by the big data analysis module 110, and the short message module 130 is further configured to send a correspondence between the recommendation message and the sent user identifier (e.g. the user phone number) to the connection module 140. The connection module 140 is configured to analyze a call received from a user, determine that the call corresponds to a recommended message, and determine that the user is interested in a recommended product, thereby determining a target customer service based on relevant content (e.g., user information, interested product information, etc.) of the call and current conditions of customer service (e.g., current idle conditions of each customer service agent, overall service level of each customer service agent, skills of each customer service agent, etc.), and establish a direct connection relationship between the call of the user and the target customer service; otherwise, when the user's call is determined not to be a response to a certain recommended message, the user's call is routed to an IVR voice menu for a corresponding operation based on the prompt of the IVR voice menu. The customer service module 150 is configured to introduce a product of interest to a user by a target customer service based on a direct connection relationship between the user and the target customer service established by the connection unit 140. It can be seen that the business processing system 100 can provide a more intelligent product marketing mechanism, and provide a good marketing experience for users without causing trouble to the users, and can also effectively improve the success rate of marketing products for enterprises.
The following describes a specific implementation manner of a service processing method in the embodiment of the present application in detail by means of an embodiment with reference to the accompanying drawings.
Fig. 2 shows a flow chart of a service processing method according to an embodiment of the present application. Referring to fig. 2, the method is applied to a service processing system, for example: applied to the business processing system 100 described above. The method may for example comprise:
s201, determining target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message.
Prior to S201, the service processing method may further include: s11, carrying out big data analysis on the historical behavior information of the user, and adding a mark for the user; s12, determining a target product or a target service for the user based on the mark; s13, sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication mark and is used for indicating the user to call.
For S11, specifically, the service processing system may use a big data technology to analyze big data of the historical behavior information of each user, and add a mark for the user. The historical behavior information of the user includes, but is not limited to: a record of the user's consumption, a record of the user's browsing of various products, a record of the user's shopping cart, etc. The indicia added to the user may be specifically a product of interest to the user, or a quantification of industry and degree of interest, such as: the labels added for user a may be "product 1, product 2", characterizing that user a is interested in product 1 and product 2; also for example: the labels added to user a may also be "product 1-85%, product 2-40%", indicating that user a is interested in product 1 to 85% and user a is also interested in product 2 to 40%. Wherein a greater degree of interest indicates that the more interested the user is in the product, the more desirable the user is to understand the product, and the more likely the product is purchased.
For S12, the business processing system may determine a target product or target service for each user based on the label of that user. For example: user a is labeled "product 1, product 2", then the target product determined for user a may be product 1 and/or product 2. Also for example: the user a may determine, as target products, a preset number of products with the greatest degree of interest for the user a, where the preset number=1, and the target product determined for the user a is product 1, if the user a is marked with "product 1-85% and product 2-40%".
For S13, the service processing system generates a recommendation message for one or a class of target products of each user, and sends the recommendation message for recommending the target products to the user. In order to enable the user to briefly indicate whether the user has a wish to continue to know the target product, the recommendation message carries an indication mark for indicating the user to call. For example: the indication identity may specifically be "call Y knows more".
It should be noted that, when the service processing system receives the call from the user, it may be determined that the user currently has a need to continuously know the relevant information of the target product, and at this time, S201 to S202 in the method may be executed.
In some possible implementations, S201 may include, for example: s21, determining that the user is a receiver of the recommendation message based on the call of the user; s22, determining the target customer service for the user according to the user and the recommended product of the recommendation message.
In the service processing system, after the recommendation message for recommending the target product or the target service is sent to the user, the identifier of the user and the target product may be correspondingly saved, that is, a plurality of corresponding relations are saved in the service processing system, where each corresponding relation represents a service recommendation history of the service processing system. Then, for S21, specifically, it may include: s21a, responding to the call of the user, and acquiring the identification of the user; s21b, searching whether a target corresponding relation matched with the user identification exists or not based on the stored corresponding relations; and S21c, if the target corresponding relation exists, determining that the user is a receiver for the recommended message, wherein the target corresponding relation is a corresponding relation between the identification of the user and the recommended message.
In S21 it is determined that the call of the user is initiated by the user based on the indication of the received recommendation message, S22 may for example comprise: s22a, acquiring relevant information of the user and relevant information of the product, wherein the relevant information of the user comprises at least one of the following messages: historical behavior information of the user, or a grade of the user; s22b, acquiring customer service characteristic information of each customer service, wherein the customer service characteristic information comprises at least one of the following information: customer service level, current service status, historical service recommendation record or historical service recommendation capability; s22c, determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
For example: the service processing system can determine the customer service which is idle at present and has the highest success rate of promoting the product for the user based on the related information of the product which is interested by the user, the historical browsing or consumption record of the user, the grade of the user and the like, or determine the customer service which is matched with the grade of the user, is idle at present and has better historical service recommending capability for the user, and takes the determined customer service as the target customer service.
As another example, S201 may also include, for example: s31, determining the matching degree of each customer service and the call based on the call of the user; s32, selecting the preset number of customer services with the largest matching degree as the target customer services. In this case, the service processing system may add a mark to each customer service based on the historical working condition of each customer service, for example, each customer service is good at recommended products, traffic, average time of success of recommendation, and grade; when a call of a user is received, a mark of the customer service with the highest matching degree can be selected for the user and/or the product based on the related information of the user and/or the product corresponding to the call, and the customer service corresponding to the mark is determined as the target customer service. The preset number may be 1 or any integer greater than 1.
It should be noted that, in the embodiment of the present application, the target customer service needs to be the customer service in the idle state at present.
It should be noted that, the service processing system automatically determines the target customer service based on the preset processing rule, the relevant information of the user, the relevant information of the customer service, and the like. The processing rule can be a data processing model designed by an enterprise according to actual products and customer service conditions, for example, the processing rule can be a machine learning model.
S202, the call is directly connected to the target customer service, so that manual online communication is conducted between the user and the target customer service.
As an example, when the determined target customer service is one, the user who initiates the call may be directly connected to the device of the target customer service, and the target customer service directly communicates with the product of interest to the user and provides services.
As another example, when the determined target customer service is multiple, in order to improve the working efficiency of the customer service, more timely introduction is performed on the product interested by the user, the target customer service determined in S201 may also be multiple (e.g. 6) customer services, and then in S202, the connection task of the user is simultaneously sent to the task lists of the multiple target customer services. In this case, S202 in the service processing method may specifically include: firstly, determining a customer service which firstly triggers to answer the call in a plurality of target customer services as the customer service for providing services for the user; the call is then directly connected to the customer service. Therefore, the efficiency of establishing connection can be improved, and the high-quality marketing service can be provided for the user more reliably and stably, so that the service processing method provided by the service processing system is more intelligent and efficient.
It should be noted that the method may further include: based on the call of the user, it is determined that the user does not receive the recommendation message, that is, the call of the user is not initiated based on the indication identifier in a certain recommendation message, and the service processing system does not have a short message marketing history for the user, then the service processing system may also connect the call to an interactive voice response IVR, and the user may perform a corresponding operation based on a voice menu of the IVR to provide a corresponding service for the user.
It can be seen that in the service processing method provided in the embodiment of the present application, first, a target customer service is determined based on a call of a user, where the call is a response of the user to a recommendation message; and then, directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service. Therefore, through the service processing method, when the service processing system receives the call of the recommended message of the user for a certain product, the user can be determined to be interested in the product, and further the product requirement is known, then the service processing system automatically distributes proper customer service personnel for the user, directly routes the call of the user to the customer service personnel, establishes direct connection with the customer service personnel, and can contact with manual customer service without the need of the user through IVR, thereby solving the problems of long IVR consumption time, complex operation and unfriendly to the user, timely and effectively providing high-quality product related service for the user, and improving the success rate of enterprise marketing products and the user experience of marketing to a certain extent.
Correspondingly, the embodiment of the application also provides a service processing device, as shown in fig. 3, the device 300 includes:
a first determining unit 301, configured to determine a target customer service based on a call of a user, where the call is a response of the user to a recommendation message;
and a connection unit 302, configured to directly connect the call to the target customer service, so that manual online communication is performed between the user and the target customer service.
Optionally, the apparatus 300 further includes:
the marking unit is used for carrying out big data analysis on the historical behavior information of the user and adding marks for the user;
a second determining unit for determining a target product or a target service for the user based on the mark;
and the sending unit is used for sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication mark and is used for indicating the user to call.
Optionally, the first determining unit 301 includes:
a first determining subunit, configured to determine, based on the call of the user, that the user is a recipient of the recommendation message;
and the second determining subunit is used for determining the target customer service for the user according to the user and the product recommended by the recommendation message.
Optionally, the first determining subunit includes:
the first acquisition sub-module is used for responding to the call of the user and acquiring the identification of the user;
the searching sub-module is used for searching whether a target corresponding relation matched with the user identification exists or not based on the stored multiple corresponding relations;
and the first determining submodule is used for determining that the user is a receiver for carrying out the recommended message if the target corresponding relation exists, and the target corresponding relation is a corresponding relation between the identification of the user and the recommended message.
Optionally, the second determining subunit includes:
a second obtaining sub-module, configured to obtain relevant information of the user and relevant information of the product, where the relevant information of the user includes at least one of the following messages: historical behavior information of the user, or a grade of the user;
the third acquisition sub-module is used for acquiring customer service characteristic information of each customer service, and the customer service characteristic information comprises at least one of the following information: customer service level, current service status, historical service recommendation record or historical service recommendation capability;
and the second determining submodule is used for determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
Optionally, the connection unit 302 is specifically configured to:
when the determined target customer service is one, then performing the directly connecting the call to the target customer service;
and when the determined target customer service is a plurality of customer service, determining the customer service which is triggered to answer the call first in the plurality of target customer service as the customer service for providing service for the user, and directly connecting the call to the customer service.
Optionally, the apparatus 300 further includes:
a third determining unit, configured to determine, based on the call of the user, that the user does not receive the recommendation message;
the connection unit 302 is further configured to connect the call to an interactive voice response IVR.
It should be noted that, the service processing apparatus 300 corresponds to the method shown in fig. 2, and the specific implementation and the achieved effect are described in connection with the method shown in fig. 2.
In addition, the embodiment of the application also provides a service processing system, and referring to fig. 4, the service processing system 400 includes a memory 401 and a processor 402. Wherein the memory 401 is configured to store a computer program or instructions, and the processor 402 is configured to invoke the computer program or instructions stored in the memory 401, so that the service processing system 400 performs the method provided in fig. 2.
Furthermore, the present application provides a computer readable storage medium having instructions stored therein which, when run on a computer, cause the computer to perform the method provided above in fig. 2.
Furthermore, the application provides a computer program product comprising a computer program or computer readable instructions which, when run on a computer, cause the computer to carry out the method provided in fig. 2 as described above.
The "first" in the names of the "first determining unit", "first determining subunit", and the like in the embodiments of the present application is only used for name identification, and does not represent the first in sequence. The rule applies equally to "second" etc.
From the above description of embodiments, it will be apparent to those skilled in the art that all or part of the steps of the above described example methods may be implemented in software plus general hardware platforms. Based on such understanding, the technical solution of the present application may be embodied in the form of a software product, which may be stored in a storage medium, such as a read-only memory (ROM)/RAM, a magnetic disk, an optical disk, etc., and includes several instructions for causing a computer device (which may be a personal computer, a server, or a network communication device such as a router) to perform the method according to the embodiments or some parts of the embodiments of the present application.
In this specification, each embodiment is described in a progressive manner, and identical and similar parts of each embodiment are all referred to each other, and each embodiment mainly describes differences from other embodiments. In particular, for the device embodiments and the system embodiments, since they are substantially similar to the method embodiments, the description is relatively simple, and reference is made to the description of the method embodiments for relevant points. The apparatus and system embodiments described above are merely illustrative, in which the modules illustrated as separate components may or may not be physically separate, and the components shown as modules may or may not be physical modules, i.e., may be located in one place, or may be distributed over a plurality of network elements. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment. Those of ordinary skill in the art will understand and implement the present application without undue burden.
The foregoing is merely a preferred embodiment of the present application and is not intended to limit the scope of the present application. It should be noted that modifications and adaptations to the present application may occur to one skilled in the art without departing from its scope.
Claims (14)
1. A method of service processing, the method comprising:
sending a recommendation message for recommending a target product or a target service to a user, wherein the recommendation message carries an indication mark and is used for indicating the user to call;
determining that the user is a receiver of the recommended message based on a call of the user, wherein the call is a response of the user to the recommended message;
determining target customer service for the user according to the user and the recommended products of the recommendation message;
and directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service.
2. The method according to claim 1, wherein the method further comprises:
performing big data analysis on the historical behavior information of the user, and adding a mark for the user;
a target product or target service is determined for the user based on the indicia.
3. The method of claim 1, wherein the determining that the user is the recipient of the recommendation message based on the user's call comprises:
responding to the call of the user, and acquiring the identification of the user;
searching whether a target corresponding relation matched with the user identification exists or not based on the stored multiple corresponding relations;
if the target corresponding relation exists, determining that the user is a receiver for the recommended message, wherein the target corresponding relation is a corresponding relation between the identification of the user and the recommended message.
4. The method of claim 1, wherein the determining the target customer service for the user based on the recommended product of the user and the recommendation message comprises:
acquiring relevant information of the user and relevant information of the product, wherein the relevant information of the user comprises at least one of the following messages: historical behavior information of the user, or a grade of the user;
acquiring customer service characteristic information of each customer service, wherein the customer service characteristic information comprises at least one of the following information: customer service level, current service status, historical service recommendation record or historical service recommendation capability;
and determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
5. The method of claim 4, wherein the step of determining the position of the first electrode is performed,
when the determined target customer service is one, then performing the directly connecting the call to the target customer service;
and when the determined target customer service is a plurality of customer service, determining the customer service which is triggered to answer the call first in the plurality of target customer service as the customer service for providing service for the user, and directly connecting the call to the customer service.
6. The method according to any one of claims 1-5, further comprising:
determining that the user does not receive the recommendation message based on the call of the user;
the call is connected to an interactive voice response IVR.
7. A service processing apparatus, the apparatus comprising:
the sending unit is used for sending a recommendation message for recommending a target product or a target service to a user, wherein the recommendation message carries an indication mark and is used for indicating the user to call;
a first determining unit, configured to determine, based on a call of the user, that the user is a receiver of the recommendation message, and determine, according to products recommended by the user and the recommendation message, a target customer service for the user, where the call is a response of the user to the recommendation message;
and the connection unit is used for directly connecting the call to the target customer service so as to carry out manual online communication between the user and the target customer service.
8. The apparatus of claim 7, wherein the apparatus further comprises:
the marking unit is used for carrying out big data analysis on the historical behavior information of the user and adding marks for the user;
and the second determining unit is used for determining a target product or a target service for the user based on the mark.
9. The apparatus according to claim 7, wherein the first determining unit includes:
the first acquisition sub-module is used for responding to the call of the user and acquiring the identification of the user;
the searching sub-module is used for searching whether a target corresponding relation matched with the user identification exists or not based on the stored multiple corresponding relations;
and the first determining submodule is used for determining that the user is a receiver for carrying out the recommended message if the target corresponding relation exists, and the target corresponding relation is a corresponding relation between the identification of the user and the recommended message.
10. The apparatus according to claim 7, wherein the first determining unit includes:
a second obtaining sub-module, configured to obtain relevant information of the user and relevant information of the product, where the relevant information of the user includes at least one of the following messages: historical behavior information of the user, or a grade of the user;
the third acquisition sub-module is used for acquiring customer service characteristic information of each customer service, and the customer service characteristic information comprises at least one of the following information: customer service level, current service status, historical service recommendation record or historical service recommendation capability;
and the second determining submodule is used for determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
11. The device according to claim 10, characterized in that said connection unit is in particular adapted to:
when the determined target customer service is one, then performing the directly connecting the call to the target customer service;
and when the determined target customer service is a plurality of customer service, determining the customer service which is triggered to answer the call first in the plurality of target customer service as the customer service for providing service for the user, and directly connecting the call to the customer service.
12. The apparatus according to any one of claims 7-11, wherein the apparatus further comprises:
a third determining unit, configured to determine, based on the call of the user, that the user does not receive the recommendation message;
the connection unit is further configured to connect the call to an interactive voice response IVR.
13. A business processing system comprising a memory and a processor;
the memory is used for storing a computer program or instructions;
the processor is configured to invoke a computer program or instructions stored in the memory, causing the service processing system to perform the method of any of the preceding claims 1-6.
14. A computer readable storage medium having instructions stored therein which, when run on a computer, cause the computer to perform the method of any of the preceding claims 1-6.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010547745.5A CN111667316B (en) | 2020-06-16 | 2020-06-16 | Service processing method, device and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010547745.5A CN111667316B (en) | 2020-06-16 | 2020-06-16 | Service processing method, device and system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN111667316A CN111667316A (en) | 2020-09-15 |
| CN111667316B true CN111667316B (en) | 2023-11-10 |
Family
ID=72388193
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202010547745.5A Active CN111667316B (en) | 2020-06-16 | 2020-06-16 | Service processing method, device and system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN111667316B (en) |
Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112202904A (en) * | 2020-09-30 | 2021-01-08 | 深圳壹账通智能科技有限公司 | Information interaction method, device and medium |
| CN112200450A (en) * | 2020-09-30 | 2021-01-08 | 深圳壹账通智能科技有限公司 | Customer service distribution method, device and medium |
| CN112511703B (en) * | 2020-12-02 | 2023-01-03 | 中国建设银行股份有限公司 | Processing method and device for automatic answering of telephone and electronic equipment |
| CN114862426A (en) * | 2022-07-06 | 2022-08-05 | 广州极尚网络技术有限公司 | Customer service recommendation method, device, equipment and medium |
| CN115914468B (en) | 2023-03-09 | 2023-05-12 | 成都秦川物联网科技股份有限公司 | Feedback management method for intelligent gas call center, internet of things system and medium |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104539814A (en) * | 2014-11-26 | 2015-04-22 | 小米科技有限责任公司 | Customer service call forwarding method and device |
| CN110110321A (en) * | 2019-03-19 | 2019-08-09 | 深圳壹账通智能科技有限公司 | Products Show method, apparatus, equipment and storage medium based on voice data |
| CN110674385A (en) * | 2018-06-14 | 2020-01-10 | 阿里巴巴集团控股有限公司 | Method and device for matching customer service in customer service upgrading scene |
| CN111131639A (en) * | 2019-12-31 | 2020-05-08 | 亚信科技（中国）有限公司 | Customer service seat allocation method, customer service seat allocation device, server and storage medium |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US8718262B2 (en) * | 2007-03-30 | 2014-05-06 | Mattersight Corporation | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication |
-
2020
- 2020-06-16 CN CN202010547745.5A patent/CN111667316B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104539814A (en) * | 2014-11-26 | 2015-04-22 | 小米科技有限责任公司 | Customer service call forwarding method and device |
| CN110674385A (en) * | 2018-06-14 | 2020-01-10 | 阿里巴巴集团控股有限公司 | Method and device for matching customer service in customer service upgrading scene |
| CN110110321A (en) * | 2019-03-19 | 2019-08-09 | 深圳壹账通智能科技有限公司 | Products Show method, apparatus, equipment and storage medium based on voice data |
| CN111131639A (en) * | 2019-12-31 | 2020-05-08 | 亚信科技（中国）有限公司 | Customer service seat allocation method, customer service seat allocation device, server and storage medium |
Also Published As
| Publication number | Publication date |
|---|---|
| CN111667316A (en) | 2020-09-15 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN111667316B (en) | Service processing method, device and system | |
| CN111667317B (en) | Service processing method, device and system | |
| WO2004056140A1 (en) | System and method for providing an advertisement service using the call-connecting signal | |
| AU2006233221A1 (en) | Message sequencing and data translation architecture for telecommunication services | |
| US20090003579A1 (en) | Apparatus and method for providing call deflection | |
| CN112291423B (en) | Communication call intelligent response processing method and device, electronic equipment and storage medium | |
| CN107040611A (en) | Group's communication method, device and storage medium | |
| US20230410144A1 (en) | Methods and systems for automatic call routing with no caller intervention using anonymous online user behavior | |
| CN109688185A (en) | It attends a banquet method for processing business, device, equipment and computer readable storage medium | |
| US10447622B2 (en) | Identifying trending issues in organizational messaging | |
| CN112364035A (en) | Processing method and device for call record big data, electronic equipment and storage medium | |
| CN107832342B (en) | Robot chatting method and system | |
| CN104580303A (en) | Virtual resource operating system, operator management platform and application service sharing method | |
| CN115951923B (en) | Subscription event management method, display system, device and storage medium | |
| CN107294839A (en) | The method and mobile terminal of session are quickly set up in mobile terminal | |
| US20050076103A1 (en) | Real time web session affinity identification and user bonding | |
| CN116249079A (en) | User return visit method and system based on 5G message | |
| US20140287787A1 (en) | Connection System and Method to Dynamically Create and Collect a Group of Contextual Contacts | |
| CN115689610A (en) | Credit card marketing customer-obtaining method and device based on big data | |
| CN109150696B (en) | Information processing method, server, client, and computer-readable storage medium | |
| US20200322293A1 (en) | Information processing system and method | |
| CN109299240B (en) | Chat robot knowledge display method and device | |
| CN112260933A (en) | Communication method, communication device, electronic equipment and medium | |
| US11044213B2 (en) | Systems and methods for invisible identification of agents participating in on-line communication sessions | |
| CN114095469A (en) | Information processing method, device, 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 |