CN112235471A - Call center work order processing method and device, computer equipment and storage medium - Google Patents
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Abstract
The embodiment of the invention discloses a call center work order processing method, which comprises the steps of obtaining a work order to be processed, wherein the work order to be processed comprises an order number and a data record; traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders; extracting a work order consistent with the order number from a preset database as a work order to be associated; performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list; the work orders to be processed are processed according to the data records in the target work order list to obtain the processing results, and the work orders to be processed in the target work order list are related to obtain the work orders, so that the related work orders can be processed only by processing the work orders to be processed in the target work order list, subsequent follow-up customer service can be guided to be unfolded and fed back to the customer service in time after the results exist, and the work order processing efficiency is greatly improved.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a call center work order processing method and device, computer equipment and a storage medium.
Background
As a service mode using modern communication means and computer technology, a call center obtains information, services and feedback anytime and anywhere through data stream modes such as voice and short messages, and has become an important part in people's life. In the multi-department collaborative work, the work order is an important work collaborative basis. Generally, most customer services of a call center only process relatively simple services, and for the services which are relatively complex or need long-term waiting, a work order needs to be handed over to the customer service for subsequent processing.
Therefore, it is important to provide a work order processing method capable of guiding the follow-up customer service to perform work and feeding back the result to the customer service in time.
Disclosure of Invention
In view of the above, it is desirable to provide a call center work order processing method, device, computer device, and storage medium for a work order, which can automatically associate related work orders and efficiently process the work orders.
A call center work order processing method, the method comprising:
acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record;
traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders;
extracting a work order consistent with the order number from a preset database to serve as a work order to be associated;
performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
A call center work order processing apparatus, the apparatus comprising:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a work order to be processed, and the work order to be processed comprises an order number and a data record;
the traversal module is used for traversing a preset database according to the order number of the work order to be processed, and the preset database stores a plurality of work orders;
the extraction module is used for extracting the work order consistent with the order number from a preset database to serve as a work order to be associated;
the association module is used for performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and the processing module is used for processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
A computer device comprising a memory and a processor, the memory storing a computer program that, when executed by the processor, causes the processor to perform the steps of:
acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record;
traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders;
extracting a work order consistent with the order number from a preset database to serve as a work order to be associated;
performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
A computer-readable storage medium storing a computer program which, when executed by a processor, causes the processor to perform the steps of:
acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record;
traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders;
extracting a work order consistent with the order number from a preset database to serve as a work order to be associated;
performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
According to the call center work order processing method, the call center work order processing system, the computer equipment and the storage medium, the work order to be processed is obtained, and the work order to be processed comprises an order number and a data record; traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders; extracting a work order consistent with the order number from a preset database to serve as a work order to be associated; associating the work order to be associated with the work order to be processed to obtain a target work order list; and processing the work order to be processed according to the data record in the target work order list to obtain a processing result, and processing the related work order by automatically associating the related work order, so that the work order processing efficiency is greatly improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings 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 of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Wherein:
FIG. 1 is a flow diagram of a call center work order processing method in one embodiment;
FIG. 2 is a flow diagram of a method for target work order list acquisition in one embodiment;
FIG. 3 is a flowchart of a target work order list acquisition method in another embodiment;
FIG. 4 is a flow diagram of a call center work order processing method in another embodiment;
FIG. 5 is a flow chart of a call center work order processing method in yet another embodiment;
FIG. 6 is a block diagram of a call center work order processing apparatus according to an embodiment;
FIG. 7 is a block diagram of a computer device in one embodiment.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
As shown in fig. 1, in an embodiment, a call center work order processing method is provided, and the call center work order processing method may be applied to a terminal or a server, and this embodiment is exemplified by being applied to the server. The call center work order processing method specifically comprises the following steps:
and 102, acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record.
Wherein, the work order to be processed is the work order needing to be processed. Each work order to be processed comprises an order number and a data record, wherein the order number is an associated dimension of the work order, and each work order is associated with an order number. The data record is used for recording the relevant data of the work order to be processed, such as the problem type, appeal, processed result and the like of the work order. Specifically, when the server receives the work orders to be processed, the server obtains the order number and the data record included in each work order to be processed in a query manner, so that the work orders to be processed are further processed based on the order number and the data record in the following process.
And 104, traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders.
Specifically, the order number is used as a query key word, a preset database is traversed, and a work order which is consistent with the order number in the preset database is queried.
And 106, extracting the work order consistent with the order number from the preset database as the work order to be associated.
The work orders to be associated refer to a plurality of work orders with consistent order numbers. Specifically, a plurality of work orders which are consistent with the order number are extracted from a preset database through a database query instruction and are determined as the work orders to be associated.
And 108, performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list.
The preset rule refers to a preset combination basis, for example, a rule according to the sequence of time occurrence of corresponding order numbers, or a rule according to parent-child work orders, related work orders, work order groups, and the like, and performs association combination on the work orders to be associated and the work orders to be processed to obtain a target work order list, that is, the target work order list includes a plurality of work orders to be processed and work orders to be associated, which have a correlation relationship. The work orders to be associated and the work orders to be processed are combined in an associated mode, so that a series of work orders are strung into a line to describe the progress of an event, the work orders to be processed are communicated in a weak relation chain mode, and the subsequent work order processing process is accelerated.
And step 110, processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
Specifically, the work orders to be processed in the target list are processed according to the corresponding data records, for example, if the problem type of one data record is order cancellation, the order of the order number of the work order to be processed is cancelled, and a processing result is obtained. The method can be understood that the work orders to be processed in the target work order list are related work orders, so that the related work orders can be processed only by processing the work orders to be processed in the target work order list, and further, the follow-up customer service can be guided to be expanded and fed back to the customer service in time after a result is obtained, and the work order processing efficiency is greatly improved.
According to the call center work order processing method, the work order to be processed is obtained, and the work order to be processed comprises an order number and a data record; traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders; extracting a work order consistent with the order number from a preset database as a work order to be associated; performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list; the work orders to be processed are processed according to the data records in the target work order list to obtain the processing results, and the work orders to be processed in the target work order list are related to obtain the work orders, so that the related work orders can be processed only by processing the work orders to be processed in the target work order list, subsequent follow-up customer service can be guided to be unfolded and fed back to the customer service in time after the results exist, and the work order processing efficiency is greatly improved.
In one embodiment, obtaining a work order to be processed includes: when the call center generates a call record, determining the passing record as a work order to be processed; and when the call record to be replied is triggered, determining the generated call record as a work order to be processed.
Specifically, the work order to be replied refers to a call record, which includes a call record generated by the call center and a call record that triggers the flow after the flow to be replied returns. The call records which are not processed in the earlier stage are also included in the work order to be processed, so that the comprehensive integrity of the work order to be processed is ensured, and the follow-up is conveniently and efficiently carried out based on the work order to be processed. It should be noted that the work order in the preset database in this embodiment may be a call record generated by the call center or a call record generated when the call record to be replied is triggered, that is, one of the call records is stored in the preset database as the work order.
Further, the call records of the call work order to be processed can be call forwarding, three-way call and the like of a call center, specifically, a single-point login employee account can be used for logging in a work order system, then, a login agent can independently select a current on-duty customer service skill group such as a main outbound line, and selects a designated line as a default outbound display number when answering multiple lines, and can also automatically switch outbound numbers as required. Furthermore, the to-be-processed work order in this embodiment may also save the commonly used work agent configuration of the agent before the call center call record is triggered, which is convenient for the shift of the agent, and supports selection of different browser tab icons, which is convenient for quickly identifying and switching back the corresponding page when a plurality of work orders are made simultaneously, and is convenient for one person to operate on multiple posts.
As shown in fig. 2, in an embodiment, the associating and combining the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list includes:
and 108B, sequencing the work orders to be associated and the work orders to be processed according to the call time point to obtain a target work order list.
Specifically, according to respective data records of the work order to be associated and the work order to be processed, corresponding call time points are extracted, and each call time point reflects the time sequence of the corresponding work order, so that the work order to be associated and the work order to be processed are sequenced according to the call time points, a target work order list with a time point association rule is obtained, a series of work orders are associated according to the time points, the work orders in the target work order list can form a time line, and further processing based on the target work order list is facilitated.
As shown in fig. 3, in an embodiment, the associating and combining the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list includes:
and 108F, obtaining a target work order list according to the sub-target work order list.
And 108F, obtaining a target work order list according to the sub-target work order list.
The keyword is a keyword that can reflect the processing condition of the work order. Specifically, keywords of the data records of the work orders to be associated and the work orders to be processed are respectively extracted, then the correlation degree among the keywords is calculated, and the work orders to be associated and/or the work orders to be processed, of which the correlation degree meets a preset threshold value, are combined into a sub-standard work order list, so that orders with the correlation are associated together, and automatic association of the work orders to be processed is achieved.
As shown in fig. 4, in an embodiment, processing the to-be-processed work order according to the data record in the target work order list to obtain a processing result includes:
and step 110C, processing according to the high-low sequence of the emergency degree of each work order to be processed.
The problem type refers to a problem type of a work order, such as a problem type of modifying an order, canceling an order, and the like. Specifically, the data records of each to-be-processed work order in the work order list may be analyzed, for example, by extracting keywords in the data records, the problem type of each to-be-processed work order may be determined. And finally, processing the work orders according to the sequence of the emergency degrees from high to low, namely processing the work orders with higher emergency degrees, so that the complaint rate of the work orders to be processed can be reduced, and the satisfaction degree of users can be improved.
As shown in fig. 5, in an embodiment, after the processing is performed according to the high-low order of the urgency level of each work order to be processed, the method further includes:
and step 118, when the analysis result is unsatisfactory, marking the processing state of the work order to be processed as a to-be-replied state, and calling back the corresponding work order to be processed to the call center to generate a new work order to be processed.
Specifically, the data record of the work order to be processed obtained by the work order processing method in steps 108 to 112 is obtained, Semantic Analysis (Semantic Analysis) is performed on the data record, specifically, the data record can be analyzed through an NLPIR big data Semantic intelligent Analysis platform, or an Analysis result of the data record fed back by the client of the corresponding work order to be processed can be identified by an intelligent learning algorithm, when the Analysis result is satisfactory, the work order to be processed is summarized, the processing state of the work order to be processed is marked as completed, when the Analysis result is unsatisfactory, the processing state of the work order to be processed is marked as to be replied, the corresponding work order to be processed is called back to a call center, a new work order to be processed is generated, follow-up is continued, the client expectation is dulled in time, and the complaint rate is reduced.
Further, when the analysis result is satisfactory, the processing state of the work order to be processed is marked as completed, the work order is allowed to be reopened in the completed state, and meanwhile, the prompt before timeout can be realized, so that the follow-up processing result is promoted from the source.
In one embodiment, the method further comprises:
and adding the abstract to each call record once, and adding the abstract to the target work order list in a manner of inserting the abstract into a data table.
Specifically, the abstract is allowed to be added once for each call record, and the supplementary recording is allowed to be performed after the work order to be processed is completed, so that the work order to be processed, the call record, the recording, the order and the abstract form a complete data chain, the expansion query based on multiple associated dimensions is facilitated, and the query efficiency of the target work order list is improved.
As shown in fig. 6, in one embodiment, a call center work order processing apparatus is provided, the apparatus comprising:
an obtaining module 602, configured to obtain a to-be-processed work order, where the to-be-processed work order includes an order number and a data record;
a traversal module 604, configured to traverse a preset database according to the order number of the to-be-processed work order, where the preset database stores a plurality of work orders;
an extracting module 606, configured to extract a work order consistent with the order number from a preset database as a work order to be associated;
the association module 608 is configured to perform association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and the processing module 610 is configured to process the work order to be processed according to the data record in the target work order list to obtain a processing result.
In one embodiment, the obtaining module includes:
the first acquisition unit is used for determining the passing record as the work order to be processed when the call center generates a call record;
and the second acquisition unit is used for determining the generated call record as the work order to be processed when the call record to be replied is triggered.
In one embodiment, the association module includes:
the first extraction unit is used for respectively extracting the work orders to be associated and the call time points corresponding to the work orders to be processed;
and the sequencing unit is used for sequencing the work order to be associated and the work order to be processed according to the call time point to obtain the target work order list.
In one embodiment, the association module further comprises:
the second extraction unit is used for respectively extracting the keywords of the data records of the work order to be associated and the work order to be processed;
the calculating unit is used for calculating the correlation degree among the keywords;
the merging unit is used for merging the work orders to be associated and/or the work orders to be processed, the correlation degrees of which meet the preset threshold value, into a sub-standard work order list;
and the first acquisition unit is used for acquiring the target work order list according to the sub-target work order list.
In one embodiment, the processing module comprises:
the first analysis unit is used for analyzing the data records of each work order to be processed in the target work order list and determining the problem type of each work order to be processed;
the first determining unit is used for determining the corresponding urgency of the work order to be processed according to the problem type;
and the processing unit is used for processing according to the high-low sequence of the emergency degree of each work order to be processed.
In one embodiment, the call center work order processing apparatus further comprises:
the second acquisition unit is used for acquiring the processed data record of the work order to be processed;
the second analysis unit is used for carrying out semantic analysis on the data records to obtain an analysis result;
a first marking unit, configured to mark the processing status of the to-be-processed work order as completed when the analysis result is satisfactory;
and the second determining unit is used for marking the processing state of the work order to be processed as a to-be-replied state when the analysis result is unsatisfactory, and calling back the corresponding work order to be processed to the call center to generate a new work order to be processed.
In one embodiment, the call center work order processing apparatus further comprises: and the adding module is used for adding an abstract to each call record once and adding the abstract to the target work order list in a data table inserting mode.
FIG. 7 is a diagram illustrating an internal structure of a computer device in one embodiment. The computer device may specifically be a server including, but not limited to, a high performance computer and a cluster of high performance computers. As shown in fig. 7, the computer device includes a processor, a memory, and a network interface connected by a system bus. Wherein the memory includes a non-volatile storage medium and an internal memory. The non-volatile storage medium of the computer device stores an operating system and may also store a computer program that, when executed by the processor, causes the processor to implement the call center work order processing method. The internal memory may also have stored therein a computer program that, when executed by the processor, causes the processor to perform a call center work order processing method. Those skilled in the art will appreciate that the architecture shown in fig. 7 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, the call center work order processing method provided by the present application may be implemented in the form of a computer program that is executable on a computer device such as that shown in fig. 7. The memory of the computer device can store various program templates which form the work order processing device of the call center. For example, the obtaining module 602, the traversing module 604, the extracting module 606, the associating module 608, and the processing module 610.
A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, the processor implementing the following steps when executing the computer program: acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record; traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders; extracting a work order consistent with the order number from a preset database to serve as a work order to be associated; performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list; and processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
In one embodiment, obtaining a work order to be processed includes: when a call center generates a call record, determining the passing record as the work order to be processed; and when the call record to be replied is triggered, determining the generated call record as the work order to be processed.
In one embodiment, the associating and combining the work order to be associated with the work order to be processed according to a preset rule to obtain a target work order list, includes: respectively extracting the work orders to be associated and the call time points corresponding to the work orders to be processed; and sequencing the work orders to be associated and the work orders to be processed according to the call time point to obtain the target work order list.
In one embodiment, the associating and combining the work order to be associated with the work order to be processed according to a preset rule to obtain a target work order list, includes: extracting keywords of the work order to be associated and the data record of the work order to be processed respectively; calculating the correlation degree among the keywords; merging the work orders to be associated and/or the work orders to be processed with the correlation degree meeting a preset threshold into a sub-standard work order list; and obtaining the target work order list according to the sub-target work order list.
In one embodiment, processing the to-be-processed work order according to the data record in the target work order list to obtain a processing result includes: analyzing the data records of each work order to be processed in the target work order list, and determining the problem type of each work order to be processed; determining the corresponding urgency of the work order to be processed according to the problem type; and processing according to the high-low sequence of the emergency degree of each work order to be processed.
In one embodiment, after the processing according to the high-low order of the urgency level of each work order to be processed, the method further includes: acquiring a data record of the processed work order to be processed; performing semantic analysis on the data records to obtain an analysis result; when the analysis result is satisfactory, marking the processing state of the work order to be processed as completed; and when the analysis result is unsatisfactory, marking the processing state of the work order to be processed as a to-be-replied state, and calling back the corresponding work order to be processed to a call center to generate a new work order to be processed.
In one embodiment, the method further comprises: and adding an abstract once to each call record, and adding the abstract to the target work order list in a manner of inserting a data table.
A computer-readable storage medium storing a computer program, the computer program when executed by a processor implementing the steps of: acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record; traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders; extracting a work order consistent with the order number from a preset database to serve as a work order to be associated; performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list; and processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
In one embodiment, obtaining a work order to be processed includes: when a call center generates a call record, determining the passing record as the work order to be processed; and when the call record to be replied is triggered, determining the generated call record as the work order to be processed.
In one embodiment, the associating and combining the work order to be associated with the work order to be processed according to a preset rule to obtain a target work order list, includes: respectively extracting the work orders to be associated and the call time points corresponding to the work orders to be processed; and sequencing the work orders to be associated and the work orders to be processed according to the call time point to obtain the target work order list.
In one embodiment, the associating and combining the work order to be associated with the work order to be processed according to a preset rule to obtain a target work order list, includes: extracting keywords of the work order to be associated and the data record of the work order to be processed respectively; calculating the correlation degree among the keywords; merging the work orders to be associated and/or the work orders to be processed with the correlation degree meeting a preset threshold into a sub-standard work order list; and obtaining the target work order list according to the sub-target work order list.
In one embodiment, processing the to-be-processed work order according to the data record in the target work order list to obtain a processing result includes: analyzing the data records of each work order to be processed in the target work order list, and determining the problem type of each work order to be processed; determining the corresponding urgency of the work order to be processed according to the problem type; and processing according to the high-low sequence of the emergency degree of each work order to be processed.
In one embodiment, after the processing according to the high-low order of the urgency level of each work order to be processed, the method further includes: acquiring a data record of the processed work order to be processed; performing semantic analysis on the data records to obtain an analysis result; when the analysis result is satisfactory, marking the processing state of the work order to be processed as completed; and when the analysis result is unsatisfactory, marking the processing state of the work order to be processed as a to-be-replied state, and calling back the corresponding work order to be processed to a call center to generate a new work order to be processed.
In one embodiment, the method further comprises: and adding an abstract once to each call record, and adding the abstract to the target work order list in a manner of inserting a data table.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by a computer program, which can be stored in a non-volatile computer-readable storage medium, and can include the processes of the embodiments of the methods described above when the program is executed. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the present application. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (10)
1. A call center work order processing method is characterized by comprising the following steps:
acquiring a to-be-processed work order, wherein the to-be-processed work order comprises an order number and a data record;
traversing a preset database according to the order number of the work order to be processed, wherein the preset database stores a plurality of work orders;
extracting a work order consistent with the order number from a preset database to serve as a work order to be associated;
performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
2. The call center work order processing method according to claim 1, wherein the obtaining of the work order to be processed comprises:
when a call center generates a call record, determining the passing record as the work order to be processed;
and when the call record to be replied is triggered, determining the generated call record as the work order to be processed.
3. The call center work order processing method according to claim 2, wherein the associating and combining the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list comprises:
respectively extracting the work orders to be associated and the call time points corresponding to the work orders to be processed;
and sequencing the work orders to be associated and the work orders to be processed according to the call time point to obtain the target work order list.
4. The call center work order processing method according to claim 1, wherein the associating and combining the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list comprises:
extracting keywords of the work order to be associated and the data record of the work order to be processed respectively;
calculating the correlation degree among the keywords;
merging the work orders to be associated and/or the work orders to be processed with the correlation degree meeting a preset threshold into a sub-standard work order list;
and obtaining the target work order list according to the sub-target work order list.
5. The call center work order processing method according to claim 1, wherein the processing the work order to be processed according to the data record in the target work order list to obtain a processing result comprises:
analyzing the data records of each work order to be processed in the target work order list, and determining the problem type of each work order to be processed;
determining the corresponding urgency of the work order to be processed according to the problem type;
and processing according to the high-low sequence of the emergency degree of each work order to be processed.
6. The call center work order processing method according to claim 5, further comprising, after the processing in the order of the urgency of each work order to be processed:
acquiring a data record of the processed work order to be processed;
performing semantic analysis on the data records to obtain an analysis result;
when the analysis result is satisfactory, marking the processing state of the work order to be processed as completed;
and when the analysis result is unsatisfactory, marking the processing state of the work order to be processed as a to-be-replied state, and calling back the corresponding work order to be processed to a call center to generate a new work order to be processed.
7. The call center work order processing method of claim 2, wherein the method further comprises:
and adding an abstract once to each call record, and adding the abstract to the target work order list in a manner of inserting a data table.
8. A call center work order processing apparatus, comprising:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a work order to be processed, and the work order to be processed comprises an order number and a data record;
the traversal module is used for traversing a preset database according to the order number of the work order to be processed, and the preset database stores a plurality of work orders;
the extraction module is used for extracting the work order consistent with the order number from a preset database to serve as a work order to be associated;
the association module is used for performing association combination on the work order to be associated and the work order to be processed according to a preset rule to obtain a target work order list;
and the processing module is used for processing the work order to be processed according to the data record in the target work order list to obtain a processing result.
9. A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor when executing the computer program performs the steps of the call center work order processing method of any of claims 1 to 7.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the call center work order processing method according to any one of claims 1 to 7.
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Denomination of invention: Call center work order processing method, device, computer equipment, and storage medium Granted publication date: 20220823 Pledgee: Societe Generale Bank Limited by Share Ltd. Shenzhen branch Pledgor: Shenzhen Road Tourism Technology Co.,Ltd. Registration number: Y2024980004939 |