CN111861509A - Interactive customer service platform - Google Patents
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- CN111861509A CN111861509A CN202010661471.2A CN202010661471A CN111861509A CN 111861509 A CN111861509 A CN 111861509A CN 202010661471 A CN202010661471 A CN 202010661471A CN 111861509 A CN111861509 A CN 111861509A
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- 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
- G06Q30/01—Customer relationship services
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/3331—Query processing
Abstract
The invention discloses an interactive customer service platform which comprises an interactive voice response system, a customer service platform core system, a report system, a customer service platform timing program system, a knowledge base system and an interface adapter, wherein the customer service platform core system comprises a presentation layer, a public service layer, a business service layer and a resource access layer. The invention focuses on customer service in the automobile industry, combines the functions of an interactive voice response system, greatly improves the interaction performance of the platform and improves the customer experience while lightening the workload of manual customer service.
Description
Technical Field
The invention relates to a customer service platform, in particular to an interactive customer service platform for the automobile industry, and belongs to the technical field of intelligent service systems.
Background
In recent years, the economy of China is rapidly developed, and the body volume and the scale of various domestic industries are rapidly expanded. Accordingly, a customer service system and a customer service network matched with various industries appear in succession.
Customer service, customer service for short, it is mainly used for reflecting a value view oriented to customer satisfaction, in a broad sense, any content that can improve customer satisfaction belongs to the scope of customer service. With the continuous progress of internet technology, various systems and platforms for customer service are gradually coming into use.
Although various client service platforms exist in the prior art and each platform also has a certain client service function, in the actual application process, people can find that the existing client service platforms still have serious defects in the aspect of interactivity. When a client accesses a platform and needs to seek a certain specific service, the existing client service platforms still need to access the client requirements to an artificial customer service place for processing, and in the past, the workload of the artificial customer service is increased, service personnel are tired, and meanwhile, the running efficiency of the whole client service platform is low.
In summary, how to develop a set of more complete customer service platform with significantly improved interactivity on the basis of the prior art to implement more functions and overcome the deficiencies in the prior art becomes a problem of common attention of the technicians in this field.
Disclosure of Invention
In view of the above-mentioned drawbacks of the prior art, an object of the present invention is to provide an interactive customer service platform for the automotive industry, which is described in detail below.
An interactive customer service platform comprising the following components:
The interactive voice response system is used for providing interactive voice service for customers, customer service platform seats and managers and recording voice information;
the customer service platform core system is in communication connection with the interactive voice response system and is used for providing a uniform user interface for customer service platform seats and managers so as to realize business functions, wherein the business functions comprise task calling, user consultation, complaint, rescue and mailing, questionnaire dialing, DMS accessory information query, knowledge base content query and full-text retrieval;
the report system is respectively in communication connection with the interactive voice response system and the customer service platform core system and is used for extracting data from the interactive voice response system and the customer service platform core system and providing a corresponding telephone traffic report and a corresponding service report;
the customer service platform timing program system is in communication connection with the customer service platform core system and is used for executing batch timing tasks, and the timing tasks comprise mail sending, owner head-guard reminding and outbound task generation;
the knowledge base system is in communication connection with the customer service platform core system and is used for providing inquiry of knowledge base contents and full-text index service for the customer service platform core system to use;
And the interface adapter is in communication connection with each system in the interactive client service platform and is used for realizing information interaction among the systems and among the systems, external applications and external equipment.
Preferably, the customer service platform core system runs on a Tomcat server and uses centros as its base system.
Preferably, the customer service platform core system comprises,
the display layer is used for accessing the client and providing the display of the user interface for the client, guiding the user interface into the subsequent service layer according to the operation of the client, and displaying the final service result fed back by the subsequent service layer to the client after receiving the final service result;
the public service layer is in interactive connection with the presentation layer and is used for accessing the client from the presentation layer, providing corresponding basic service for the client and feeding back a final service result to the presentation layer;
the business service layer is interactively connected with the presentation layer and is used for accessing the client from the presentation layer, providing corresponding business service for the client and feeding back a final service result to the presentation layer;
and the resource access layer is in communication connection with the public service layer and the business service layer respectively and is used for responding to the resource access requirements of the public service layer and the business service layer, calling corresponding resource data and feeding the corresponding resource data back to the public service layer and the business service layer.
Preferably, the presentation layer includes a Spring MVC controller, a Freemarker template and an HTML page.
Preferably, the public service layer is in communication connection with an external Venus BUS and is used for acquiring shared data information in the platform, wherein the shared data information at least comprises log information, short message information and session information;
the public service layer is in communication connection with an external Email server and is used for acquiring Email information;
the public service layer is in communication connection with an external Redis server and is used for acquiring cache information;
the basic services provided in the public service layer comprise log services, security services, email services, short message services, cache services, session management services, process management services and data access layer services.
Preferably, the business service layer includes,
the authority management module is used for realizing the functions of authority point management, role management, user authority matching and role authority point matching by adopting an authority management scheme based on role access control;
the client management module is used for realizing the functions of adding, modifying, inquiring, deleting, importing and exporting the client data;
the work order management module is used for outbound marketing and call-in customer service, and creating a transaction request submitted by a client or an internal staff of an enterprise;
The knowledge base management module is in communication connection with the knowledge base system and is used for realizing a knowledge management function;
the report management module is in communication connection with the report system and is used for exporting and checking a consultation work order, a complaint work order, a mailing work order, a workload daily report, a monthly report and a telephone call classification statistical work order;
the questionnaire management module is used for configuring a corresponding questionnaire for the outbound task and acquiring a service result corresponding to the service according to a questionnaire filling result;
the system management module is used for providing functions of management operation for the operator, wherein the management operation comprises password modification, user attribute configuration, user ctI configuration and operator login and logout history;
the softphone management module is used for playing voice prompts for the accessed clients, feeding back related information for the clients and providing a worksheet popup function for operators;
and the vehicle information management module is used for recording the vehicle information and realizing addition, modification, inquiry and deletion of the vehicle information record.
Compared with the prior art, the invention has the advantages that:
the interactive customer service platform for the automobile industry, which is provided by the invention, combines the functions of an interactive voice response system, greatly improves the interactive performance of the platform and improves the customer experience while lightening the workload of manual customer service.
Meanwhile, the invention has high extensibility and expansibility. That is, the interactive customer service platform of the present invention can still maintain good performance under the condition that the usage rate of users and the number of users are increased rapidly. When a new function and a new technology appear, the interactive customer service platform allows the access of the new technology, and effectively realizes the expansion and the promotion of the functions and the performance of the existing platform.
In addition, the invention also has good maintainability. In the actual application process, the interactive client service platform can not only quickly eliminate the existing adverse conditions, but also feed back in time once new software requirements appear. Based on the maintainability, the interactive customer service platform can effectively reduce the cost of subsequent enterprises in the aspect of technical support and save the operation cost of the enterprises.
The invention also provides a brand new thought for the technical scheme of other customer service systems and platforms, provides reference for other related problems in the same field, can be used for expanding and deeply researching on the basis of the brand new thought, and has wide application prospect.
The following detailed description of the embodiments of the present invention is provided in connection with the accompanying drawings for the purpose of facilitating understanding and understanding of the technical solutions of the present invention.
Drawings
FIG. 1 is a schematic diagram of the overall architecture of the present invention;
FIG. 2 is a schematic diagram of a core system of a customer service platform according to the present invention.
Detailed Description
The invention discloses an interactive customer service platform for the automobile industry, which adopts the following specific scheme.
As shown in fig. 1, an interactive customer service platform comprises the following parts:
an Interactive Voice Response (IVR) system, which is used for providing Interactive Voice service for clients, customer service platform seats and managers and recording Voice information, and calling restful API of a customer service platform core system to provide functions of satisfaction survey data collection, blacklist filtration, verification of identity verification of after-sale engineers and the like;
the customer service platform core system is in communication connection with the interactive voice response system and is used for providing a uniform user interface for customer service platform seats and managers so as to realize business functions, wherein the business functions comprise task calling, user consultation, complaint, rescue and mailing, questionnaire dialing, DMS accessory information query, knowledge base content query and full-text retrieval;
The report system is respectively in communication connection with the interactive voice response system and the customer service platform core system and is used for extracting data from the interactive voice response system and the customer service platform core system and providing a corresponding telephone traffic report and a corresponding service report;
the customer service platform timing program system is in communication connection with the customer service platform core system and is used for executing batch timing tasks, and the timing tasks comprise mail sending, owner head-guard reminding and outbound task generation;
the knowledge base system is in communication connection with the customer service platform core system and is used for providing inquiry of knowledge base contents and full-text index service for the customer service platform core system to use;
the interface adapter is in communication connection with each system in the interactive client service platform, is used for realizing information interaction among the systems and among each system, external application and external equipment, is used as an intermediary between the client service platform and the external system, not only provides a reverse proxy function of Restful API, but also provides a function of converting an external interface into Venus (high-performance micro-service bus) service for calling a core system of the client service platform.
The customer service platform core system runs on a Tomcat server and uses centros as its base system. The customer service platform core system provides a uniform user interface for customer service platform seats and managers to realize the business functions of customer outbound verification, outbound task outbound, user consultation, complaint, rescue, mailing, questionnaire outbound tasks and the like; the method comprises the steps that a knowledge base system is accessed through Venus to provide a knowledge base query function and short message service in vehicle sharing infrastructure for a customer service platform seat, and meanwhile Venus service for querying accessory information is provided in an interface adapter program through Venus access; and moreover, business data generated by the agent in the process of processing client requests (such as consultation, complaint, mailing and the like) is saved in a database through JDBC.
As shown in fig. 2, the customer service platform core system includes:
the display layer is used for accessing the client and providing the display of the user interface for the client, guiding the user interface into the subsequent service layer according to the operation of the client, and displaying the final service result fed back by the subsequent service layer to the client after receiving the final service result;
the public service layer is in interactive connection with the presentation layer and is used for accessing the client from the presentation layer, providing corresponding basic service for the client and feeding back a final service result to the presentation layer;
the business service layer is interactively connected with the presentation layer and used for accessing the client from the presentation layer and providing corresponding business services for the client, feeding back a final service result to the presentation layer, assembling some POJO services with fine granularity into more complex POJO services with coarse granularity, and providing corresponding business service interfaces for the presentation layer in a JAVA Local calling mode;
and the resource access layer is in communication connection with the public service layer and the business service layer respectively and is used for responding to resource access requirements of the public service layer and the business service layer, calling corresponding resource data and feeding the corresponding resource data back to the public service layer and the business service layer, calling a DAL assembly through DAOs to access a database, and calling Venus service resources deployed on Venus Bus through Venus Client.
The display layer comprises a Spring MVC controller, a Freemarker template and an HTML page.
The public service layer is in communication connection with an external Venus BUS and is used for acquiring shared data information in the platform, wherein the shared data information at least comprises log information, short message information and session information;
the public service layer is in communication connection with an external Email server and is used for acquiring Email information;
and the public service layer is in communication connection with an external Redis server and is used for acquiring cache information.
The basic services provided in the public service layer comprise log services, security services, email services, short message services, cache services, session management services, process management services and data access layer services.
The business service layer comprises:
the authority management module is used for realizing the functions of authority point management, Role management, user authority matching and Role authority point matching by adopting an authority management scheme based on Role-Base Access Controller;
the menu authority control, the button authority control and the URL authority control can be flexibly completed through the authority management module system. The roles herein include group roles and user roles, and based on this role control, authorization may be directly given to a specific user or to a specific user group. The authority management module provides a visual role authority distribution function, and can be used for a specific manager to perform functions of adding, modifying, deleting, distributing, recycling and the like on the authority in real time.
The client management module is used for realizing the functions of adding, modifying, inquiring, deleting, importing and exporting the client data;
the inquiry can flexibly carry out fuzzy and accurate inquiry on the client through calling number information, vehicle information, certificate information and the like. The customer information can be inquired, and simultaneously, the full contact information of the customer can be inquired, wherein the full contact information comprises work order information, service request records, call details and the like. Meanwhile, the system supports data interaction with the peripheral system dol, and the synchronization function of the client information is completed.
The work order management module is used for outbound marketing and call-in customer service, and creating a transaction request submitted by a client or an internal staff of an enterprise;
a work order acts as a tracker and can clearly track, process and file internal and external problem transaction requests. The system has the advantages of standardized and unified management, clear service support flow, cooperation of agents and agent groups, easy tracking and management, thereby improving the quality and efficiency of enterprise customer support service, effectively managing the trend of enterprise internal support service and improving the image of enterprise professional service.
The knowledge base management module is in communication connection with the knowledge base system and is used for realizing a knowledge management function;
The knowledge base management module is realized based on an open source search engine service Solr, and the knowledge base provides a full-text search function through the strong indexing capability of the Solr. The main functions of the module comprise the functions of inputting, classifying and collecting knowledge points, and counting reading and collecting quantities. And highlighting the newly added important knowledge points.
The report management module is in communication connection with the report system and is used for exporting and checking a consultation work order, a complaint work order, a mailing work order, a workload daily report, a monthly report and a telephone call classification statistical work order;
the questionnaire management module is used for configuring a corresponding questionnaire for the outbound task and acquiring a service result corresponding to the service according to a questionnaire filling result;
the module can flexibly realize the functions of questionnaire creation, questionnaire task mapping, questionnaire question creation, allocation and answer mapping. The call management function aiming at different outbound tasks can be realized through the questionnaire management module customer service center, meanwhile, the business data can be collected through the configuration of the question items, and the result corresponding to the business can be directly obtained through the mapping of the question result.
The system management module is used for providing functions of management operation for the operator, wherein the management operation comprises password modification, user attribute configuration, user ctI configuration and operator login and logout history;
The softphone management module is used for playing voice prompts for the accessed clients, feeding back related information for the clients and providing a worksheet popup function for operators; meanwhile, the auxiliary functions of hanging up, switching, satisfaction survey and the like of the telephone are supported.
And the vehicle information management module is used for recording the vehicle information and realizing addition, modification, inquiry and deletion of the vehicle information record.
The interactive customer service platform for the automobile industry, which is provided by the invention, combines the functions of an interactive voice response system, greatly improves the interactive performance of the platform and improves the customer experience while lightening the workload of manual customer service.
Meanwhile, the invention has high extensibility and expansibility. That is, the interactive customer service platform of the present invention can still maintain good performance under the condition that the usage rate of users and the number of users are increased rapidly. When a new function and a new technology appear, the interactive customer service platform allows the access of the new technology, and effectively realizes the expansion and the promotion of the functions and the performance of the existing platform.
In addition, the invention also has good maintainability. In the actual application process, the interactive client service platform can not only quickly eliminate the existing adverse conditions, but also feed back in time once new software requirements appear. Based on the maintainability, the interactive customer service platform can effectively reduce the cost of subsequent enterprises in the aspect of technical support and save the operation cost of the enterprises.
The invention also provides a brand new thought for the technical scheme of other customer service systems and platforms, provides reference for other related problems in the same field, can be correspondingly adjusted and applied by combining different customer groups and market requirements on the basis of the reference, and has wide market prospect.
It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein.
Finally, it should be understood that although the present description refers to embodiments, not every embodiment contains only a single technical solution, and such description is for clarity only, and those skilled in the art should integrate the description, and the technical solutions in the embodiments can be appropriately combined to form other embodiments understood by those skilled in the art.
Claims (6)
1. An interactive customer service platform, comprising:
the interactive voice response system is used for providing interactive voice service for customers, customer service platform seats and managers and recording voice information;
the customer service platform core system is in communication connection with the interactive voice response system and is used for providing a uniform user interface for customer service platform seats and managers so as to realize business functions, wherein the business functions comprise task calling, user consultation, complaint, rescue and mailing, questionnaire dialing, DMS accessory information query, knowledge base content query and full-text retrieval;
the report system is respectively in communication connection with the interactive voice response system and the customer service platform core system and is used for extracting data from the interactive voice response system and the customer service platform core system and providing a corresponding telephone traffic report and a corresponding service report;
the customer service platform timing program system is in communication connection with the customer service platform core system and is used for executing batch timing tasks, and the timing tasks comprise mail sending, owner head-guard reminding and outbound task generation;
the knowledge base system is in communication connection with the customer service platform core system and is used for providing inquiry of knowledge base contents and full-text index service for the customer service platform core system to use;
And the interface adapter is in communication connection with each system in the interactive client service platform and is used for realizing information interaction among the systems and among the systems, external applications and external equipment.
2. An interactive customer service platform according to claim 1, wherein: the customer service platform core system runs on a Tomcat server and uses centros as its base system.
3. An interactive customer service platform according to claim 1, wherein: the core system of the customer service platform comprises a customer service platform,
the display layer is used for accessing the client and providing the display of the user interface for the client, guiding the user interface into the subsequent service layer according to the operation of the client, and displaying the final service result fed back by the subsequent service layer to the client after receiving the final service result;
the public service layer is in interactive connection with the presentation layer and is used for accessing the client from the presentation layer, providing corresponding basic service for the client and feeding back a final service result to the presentation layer;
the business service layer is interactively connected with the presentation layer and is used for accessing the client from the presentation layer, providing corresponding business service for the client and feeding back a final service result to the presentation layer;
And the resource access layer is in communication connection with the public service layer and the business service layer respectively and is used for responding to the resource access requirements of the public service layer and the business service layer, calling corresponding resource data and feeding the corresponding resource data back to the public service layer and the business service layer.
4. An interactive customer service platform according to claim 3, wherein: the display layer comprises a Spring MVC controller, a Freemarker template and an HTML page.
5. An interactive customer service platform according to claim 3, wherein:
the public service layer is in communication connection with an external Venus BUS and is used for acquiring shared data information in the platform, wherein the shared data information at least comprises log information, short message information and session information;
the public service layer is in communication connection with an external Email server and is used for acquiring Email information;
the public service layer is in communication connection with an external Redis server and is used for acquiring cache information;
the basic services provided in the public service layer comprise log services, security services, email services, short message services, cache services, session management services, process management services and data access layer services.
6. An interactive customer service platform according to claim 3, wherein: the business service layer includes at least one of,
the authority management module is used for realizing the functions of authority point management, role management, user authority matching and role authority point matching by adopting an authority management scheme based on role access control;
the client management module is used for realizing the functions of adding, modifying, inquiring, deleting, importing and exporting the client data;
the work order management module is used for outbound marketing and call-in customer service, and creating a transaction request submitted by a client or an internal staff of an enterprise;
the knowledge base management module is in communication connection with the knowledge base system and is used for realizing a knowledge management function;
the report management module is in communication connection with the report system and is used for exporting and checking a consultation work order, a complaint work order, a mailing work order, a workload daily report, a monthly report and a telephone call classification statistical work order;
the questionnaire management module is used for configuring a corresponding questionnaire for the outbound task and acquiring a service result corresponding to the service according to a questionnaire filling result;
the system management module is used for providing functions of management operation for the operator, wherein the management operation comprises password modification, user attribute configuration, user ctI configuration and operator login and logout history;
The softphone management module is used for playing voice prompts for the accessed clients, feeding back related information for the clients and providing a worksheet popup function for operators;
and the vehicle information management module is used for recording the vehicle information and realizing addition, modification, inquiry and deletion of the vehicle information record.
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