CN112508217A - Customer reception system and method based on cloud computing - Google Patents
Customer reception system and method based on cloud computing Download PDFInfo
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- CN112508217A CN112508217A CN202011487352.6A CN202011487352A CN112508217A CN 112508217 A CN112508217 A CN 112508217A CN 202011487352 A CN202011487352 A CN 202011487352A CN 112508217 A CN112508217 A CN 112508217A
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Abstract
The invention provides a customer reception system and a reception method based on cloud computing, and the method comprises the following steps: acquiring reservation information of a client, service time of service personnel and service capability data of the service personnel; acquiring the difficulty of the business of a client according to the reservation information of the client, and acquiring the business level of the client according to the service capability data of a service staff; obtaining a first time length required by a service staff to receive the client according to the difficulty of the client service and the service level of the service staff, obtaining a second time length used by the service staff to process the client service according to the average time length of various services processed by the service staff, and calculating the service time length required by the service staff to receive the client according to the first time length and the second time length; and finally, obtaining the clients which can be received by the service personnel in the service time period, and the service time and the service duration for receiving each client. The technical scheme provided by the invention can reduce the time cost of a client.
Description
Technical Field
The invention relates to the technical field of customer reception systems based on cloud computing, in particular to a customer reception system and a reception method based on cloud computing.
Background
When people transact business, people need to register at a service network node first and then wait for calling in line, so that the situation of waiting for calling in line can occur. When the business is transacted, if more people queue up, the user needs to wait for a long time, which increases the time cost, and especially when the business is transacted in different places, the situation that the business can not be transacted in the same day due to too many people queue up may occur.
With the development of the internet, each service organization is provided with an online reservation system, but the reservation system can only reserve the approximate time for processing the service, for example, one hundred customers are served in one day, but the specific time is not given for the one hundred customers to handle the service, and the service can be queued and waited, or the service can not be handled due to missing of the handling time when the customers are late.
Disclosure of Invention
The invention aims to provide a customer reception system and a reception method based on cloud computing, and aims to solve the problem that in the prior art, the time cost is high due to the fact that a customer needs to wait when the customer is received.
In order to achieve the purpose, the invention adopts the following technical scheme:
a customer reception system based on cloud computing structurally comprises a cloud server, a user terminal and a service terminal, wherein the user terminal is used for sending reservation information to the cloud server, and the service terminal is used for inputting a service time period of service personnel; the cloud server is used for executing a customer reception method, and the method comprises the following steps:
the method comprises the following steps: acquiring reservation information of a client, service time of service personnel and service capability data of the service personnel;
the client reservation information comprises the number and the type of services required to be transacted by the client and the times of transacting each service;
the service capability data of the service personnel comprises the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the difficulty of the business of the client according to the reservation information of the client, and acquiring the business level of the client according to the working age of service personnel, the feedback score of the client and the service capability score;
step three: obtaining a first time length required by a service staff to receive the client according to the difficulty of the client service and the service level of the service staff, obtaining a second time length used by the service staff to process the client service according to the average time length of various services processed by the service staff, and calculating the service time length required by the service staff to receive the client according to the first time length and the second time length;
step four: according to the sequence of client reservation and the service time length required by a service staff to receive the client, the client which the service staff can receive in the service time period, the service time and the service time length of each client are obtained;
step five: and sending the service time and service duration for the service personnel to receive each client to the user terminal and the service terminal.
Further, the method for acquiring the difficulty level of the salesman according to the client subscription information in the step two comprises the following steps:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client has transacted the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βlnm
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
Further, the working life of the service personnel is set to L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝alnL0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
Further, the customer reception system also comprises a customer service terminal, wherein a consultation module is arranged on the user terminal and is used for the customer to input the question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
Furthermore, a reminding module is further arranged on the user terminal, after the cloud server receives the reservation information of the user, the cloud server obtains file data and certificates needed by the user to handle the service according to the service to be handled and sends the file data and the certificates to the user terminal, and the reminding module of the user terminal displays the file data and the certificates on the user terminal.
A customer reception method based on cloud computing comprises the following steps:
the method comprises the following steps: acquiring reservation information of a client, service time of service personnel and service capability data of the service personnel;
the client reservation information comprises the number and the type of services required to be transacted by the client and the times of transacting each service;
the service capability data of the service personnel comprises the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the difficulty of the business of the client according to the reservation information of the client, and acquiring the business level of the client according to the working age of service personnel, the feedback score of the client and the service capability score;
step three: obtaining a first time length required by a service staff to receive the client according to the difficulty of the client service and the service level of the service staff, obtaining a second time length used by the service staff to process the client service according to the average time length of various services processed by the service staff, and calculating the service time length required by the service staff to receive the client according to the first time length and the second time length;
step four: according to the sequence of client reservation and the service time length required by a service staff to receive the client, the client which the service staff can receive in the service time period, the service time and the service time length of each client are obtained;
step five: and sending the service time and service duration for the service personnel to receive each client to the user terminal and the service terminal.
Further, the method for acquiring the difficulty level of the salesman according to the client subscription information in the step two comprises the following steps:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client has transacted the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βln m
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
Further, the working life of the service personnel is set to L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝a ln L0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
Further, the customer reception system also comprises a customer service terminal, wherein a consultation module is arranged on the user terminal and is used for the customer to input the question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
Furthermore, a reminding module is further arranged on the user terminal, after the cloud server receives the reservation information of the user, the cloud server obtains file data and certificates needed by the user to handle the service according to the service to be handled and sends the file data and the certificates to the user terminal, and the reminding module of the user terminal displays the file data and the certificates on the user terminal.
The invention has the beneficial effects that:
according to the technical scheme provided by the invention, the time and duration for the service personnel to receive each client can be determined in the client receiving system according to the reservation information of the client, the service time of the service personnel and the service capability data of the service personnel, the client only needs to handle the service at the receiving time without queuing in advance, so that the time cost of the client is reduced, and the problem of higher time cost caused by waiting of the client when the client is received is solved.
Drawings
FIG. 1 is a schematic structural diagram of a cloud computing-based customer reception system in an embodiment of the system of the present invention;
fig. 2 is a flowchart of a cloud computing-based customer reception method in an embodiment of the system of the present invention.
Detailed Description
The embodiment of the system is as follows:
the embodiment provides a customer reception system based on cloud computing, the structure of which is shown in fig. 1, and the system comprises a cloud server, a user terminal and a service terminal, wherein the service terminal and the user terminal are both in communication connection with the cloud server.
The user terminal is provided with a reservation module and a reservation result query module, wherein the reservation module is used for sending reservation information to the cloud server, and the reservation result query module is used for sending a query instruction to the cloud server to obtain a reservation result; the service terminal is used for service personnel to use and is provided with a service time setting module and a reception task query module, wherein the service time setting module is used for inputting a service time period of the service personnel and sending the service time period to the cloud server, and the reception task query module is used for sending a query instruction to the cloud server to obtain service time durations of service time of clients needing to be received in the service time period. The cloud server is used for obtaining a customer reception scheme by executing a customer reception method according to the reservation information received from the user terminal and the service time of the service staff received from the service terminal.
The flow of the customer reception method executed by the cloud server in this embodiment is shown in fig. 2, and includes the following steps:
the method comprises the following steps: and acquiring reservation information of the client, service time of the service personnel and service capability data of the service personnel.
The client reservation information comprises the number and the type of the services required to be transacted by the client and the times of transacting each service;
service capability data of the service personnel, including the service personnel's working years, customer feedback scores, service capability scores, and average time to process various services.
Step two: and acquiring the service level according to the service level of the service staff, the working age of the service staff, the feedback score of the client and the service capability score.
Step three: the method comprises the steps of obtaining a first time length required by a service staff to receive a client according to the difficulty of the client service and the service level of the service staff, obtaining a second time length used by the service staff to process the client service according to the average time length of various services processed by the service staff, and calculating the service time length required by the service staff to receive the client according to the first time length and the second time length.
Step four: and obtaining the clients which can be received by the service personnel in the service time period, the service time and the service duration for receiving each client according to the sequence of the client reservation and the service duration required by the service personnel for receiving the clients.
Step five: and sending the service time and service duration for the service personnel to receive each client to the user terminal and the service terminal.
In step two of this embodiment, the method for obtaining the difficulty level of the serviceman according to the client subscription information includes:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
and then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service.
The difficulty score of the nth service is LnIf the client transacts the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βln m
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
The method for acquiring the service level grade of the service personnel comprises the following steps:
setting the working life of service personnel to be L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝a ln L0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
The method for acquiring the first time length for the service personnel to process the nth service of the client comprises the following steps:
firstly, acquiring historical data, counting the average time for the service personnel at each service level grade to process the service at each difficulty level grade, and storing the average time;
then, after the service level of the service personnel is obtained, the average duration of the service level for processing the nth service is found from the stored data and is taken as the first duration H1 of the service personnel for processing the nth service of the clientn。
Setting the average second time length for the service personnel to process the nth service of the client as H2nThen the service person processes the clientThe duration of the n services is
Hn＝pH1n+qH2n
Wherein p and q are each a first duration H1nAnd a second duration H2nAnd p + q is 1.
The service personnel needs to process the business of the client for the time length
Setting the time that a service person needs to receive X customers and the time for starting to receive the customers as T0Then the service time for receiving the jth customer is:
wherein T isiThe service time required for receiving the ith client.
In this embodiment, the customer reception system further comprises a customer service terminal, wherein a consultation module is arranged on the user terminal and is used for the customer to input the question information; the user terminal sends the question information input by the client to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the client is received; the customer service terminal sends the answer of the question to the cloud server, and the cloud server sends the answer of the question to the user terminal, so that information interaction between the customer service terminal and the user terminal is realized, and manual guidance is provided for a client.
In this embodiment, the user terminal is further provided with a service staff information query module, the cloud server is further configured to send the profile of each service staff and the current reservation situation to the user terminal, and the customer can query the profile of each service staff and the current reservation situation in the service staff information query module of the user terminal, where the profile of the service staff includes the working age and professional speciality of the service staff, and then select the reserved service staff according to the requirement of the service staff.
In this embodiment, the user terminal is further provided with a reminding module, after receiving the reservation information of the user, the cloud server obtains the document and the certificate required by the service to be handled according to the service to be handled and sends the document and the certificate to the user terminal, and the reminding module of the user terminal displays the document and the certificate on the user terminal to remind the client of carrying the document and the certificate required by the service to be handled when handling the service.
The method comprises the following steps:
the present embodiment provides a customer reception method based on cloud computing, which is the same as the customer reception method based on cloud computing in the foregoing system embodiment, and the method has been described in detail in the foregoing system embodiment, and is not described here much.
The embodiments of the present invention disclosed above are intended merely to help clarify the technical solutions of the present invention, and it is not intended to describe all the details of the invention nor to limit the invention to the specific embodiments described. Obviously, many modifications and variations are possible in light of the above teaching. The embodiments were chosen and described in order to best explain the principles of the invention and the practical application, to thereby enable others skilled in the art to best utilize the invention. The invention is limited only by the claims and their full scope and equivalents.
Those of ordinary skill in the art will understand that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not depart from the spirit and scope of the corresponding technical solutions.
Claims (10)
1. A customer reception system based on cloud computing structurally comprises a cloud server, a user terminal and a service terminal, wherein the user terminal is used for sending reservation information to the cloud server, and the service terminal is used for inputting a service time period of service personnel; the method is characterized in that the cloud server is used for executing a customer reception method, and the method comprises the following steps:
the method comprises the following steps: acquiring reservation information of a client, service time of service personnel and service capability data of the service personnel;
the client reservation information comprises the number and the type of services required to be transacted by the client and the times of transacting each service; the service capability data of the service personnel comprises the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the difficulty of the business of the client according to the reservation information of the client, and acquiring the business level of the client according to the working age of service personnel, the feedback score of the client and the service capability score;
step three: obtaining a first time length required by a service staff to receive the client according to the difficulty of the client service and the service level of the service staff, obtaining a second time length used by the service staff to process the client service according to the average time length of various services processed by the service staff, and calculating the service time length required by the service staff to receive the client according to the first time length and the second time length;
step four: according to the sequence of client reservation and the service time length required by a service staff to receive the client, the client which the service staff can receive in the service time period, the service time and the service time length of each client are obtained;
step five: and sending the service time and service duration for the service personnel to receive each client to the user terminal and the service terminal.
2. The cloud-computing-based customer reception system according to claim 1, wherein the second step of obtaining the difficulty level of the waiters according to the customer subscription information comprises:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the total number of the business to be handled by the client is NWherein the difficulty score of the nth service is LnIf the client has transacted the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βln m
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
3. The cloud-computing-based customer reception system according to claim 1, wherein the working life of the service staff is set to L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝aln L0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
4. The cloud-computing-based customer reception system according to claim 1, wherein the customer reception system further comprises a customer service terminal, the user terminal is provided with a consultation module, and the consultation module is used for a customer to input question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
5. The customer reception system based on cloud computing according to claim 1, wherein a reminding module is further arranged on the user terminal, after the cloud server receives the reservation information of the user, the cloud server obtains file materials and certificates required by the user to handle the service according to the service to be handled and sends the file materials and the certificates to the user terminal, and the reminding module of the user terminal displays the file materials and the certificates on the user terminal.
6. A customer reception method based on cloud computing is characterized by comprising the following steps:
the method comprises the following steps: acquiring reservation information of a client, service time of service personnel and service capability data of the service personnel;
the client reservation information comprises the number and the type of services required to be transacted by the client and the times of transacting each service;
the service capability data of the service personnel comprises the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the difficulty of the business of the client according to the reservation information of the client, and acquiring the business level of the client according to the working age of service personnel, the feedback score of the client and the service capability score;
step three: obtaining a first time length required by a service staff to receive the client according to the difficulty of the client service and the service level of the service staff, obtaining a second time length used by the service staff to process the client service according to the average time length of various services processed by the service staff, and calculating the service time length required by the service staff to receive the client according to the first time length and the second time length;
step four: according to the sequence of client reservation and the service time length required by a service staff to receive the client, the client which the service staff can receive in the service time period, the service time and the service time length of each client are obtained;
step five: and sending the service time and service duration for the service personnel to receive each client to the user terminal and the service terminal.
7. The cloud-computing-based customer reception method according to claim 6, wherein the method for obtaining the difficulty level of the waiters according to the customer subscription information in the second step is as follows:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client has transacted the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βln m
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
8. The cloud-computing-based customer reception method according to claim 6, wherein the working life of the service staff is set to L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝aln L0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
9. The cloud-computing-based customer reception method according to claim 6, wherein the customer reception system further comprises a customer service terminal, the user terminal is provided with a consultation module, and the consultation module is used for a customer to input question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
10. The customer reception method based on cloud computing as claimed in claim 6, wherein a reminding module is further provided on the user terminal, the cloud server obtains document data and certificates required by the service to be handled according to the service to be handled and sends the document data and certificates to the user terminal after receiving the reservation information of the user, and the reminding module of the user terminal displays the document data and certificates on the user terminal.
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