CN114205467A - Intelligent outbound system for power grid customer service work order and use method - Google Patents
Intelligent outbound system for power grid customer service work order and use method Download PDFInfo
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- 230000000977 initiatory effect Effects 0.000 claims description 2
- 239000000370 acceptor Substances 0.000 abstract description 3
- 230000005611 electricity Effects 0.000 description 5
- 230000009471 action Effects 0.000 description 3
- 238000013500 data storage Methods 0.000 description 3
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2227—Quality of service monitoring
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
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Abstract
The invention relates to an intelligent outbound system of a power grid customer service work order and a using method, comprising the following steps: the manual service module is used for servicing users needing manual service; the information storage module is used for storing various information generated in the automatic outbound process; the short message sending module is used for the user to hang up according to whether the evaluation is not solved, and the information storage module comprises: and an evaluation value storage module. The customer service work order intelligent outbound system and the use method thereof realize the whole process intelligent return visit, automatically track the information of the user work order, automatically initiate outbound call, actively broadcast the work order completion condition and acquire the feedback information of the user by adding the return visit function. If the user feedback problem is solved, switching to a user evaluation link and archiving; the unsolved automatic call transfer manual work is processed by the original work order acceptors preferentially, is used for answering the incoming telephone traffic of the automatic call transfer manual work specially for the return visit class, and realizes man-machine cooperation. And marking the number which fails to be dialed out, and automatically calling out the number after half an hour. The invention perfects the automatic outbound rule and improves the outbound work efficiency and the service accuracy. The answering situation of the user is intelligently identified, different corresponding schemes are adopted, the call completing rate is guaranteed to be 100%, and the users cannot be lost.
Description
Technical Field
The invention relates to the technical field of outbound systems, in particular to an intelligent outbound system for a power grid customer service work order and a using method thereof.
Background
The customer service work order outbound system is a platform specially designed for meeting user requirements and improving service quality, further confirms the condition of a service user according to work order data, obtains feedback opinions of the user, and collects evaluation information of more users. The power grid enterprise calls the users through the automatic outbound system, so that the labor time is saved, the service efficiency is improved, the enterprise image is improved, and a foundation is laid for the construction of the subsequent modern power supply service.
Most of the existing automatic outbound systems for power grid customer service work orders have the following problems: the whole process is complicated and the composition is complex; the data storage is not complete enough; the outbound rule is not perfect enough, and feedback evaluation information of the user is not collected enough, which is not beneficial to subsequent analysis. Therefore, the power grid customer service work order intelligent outbound system and the use method are provided to solve the problems.
Disclosure of Invention
Aiming at the defects of the prior art, the invention provides the intelligent outbound system and the use method of the power grid customer service work order, which have the advantages of convenience in use and the like and solve the problems that the outbound rule is not perfect and the data storage is not complete.
In order to achieve the purpose, the invention provides the following technical scheme: an intelligent call-out system for a power grid customer service work order and a using method thereof are characterized in that the automatic call-out system for the customer service comprises:
the manual service module is used for servicing users needing manual service and users with unsolved selection time;
the information storage module is used for storing various information generated in the automatic outbound process;
the short message sending module is used for sending a short message of a specified template if the user does not hang up according to the solution of evaluation;
the using method comprises the following steps:
s1, acquiring the current state of the system, judging whether a preset outbound condition is met, initiating an outbound if the preset outbound condition is met, and carrying out the next step if the preset outbound condition is met;
the S2 system judges whether the outbound call is successful, the outbound call is successful to carry out the next step, if the outbound call is failed, the number is marked, if the number of outbound calls is less than the preset outbound call upper limit, the number is automatically outbound again after waiting for the first preset time, and if the user hangs up, the short message of the appointed template is sent;
s3, after receiving the call, the user automatically broadcasts the work order information, asks the user whether the problem is solved, selects the next step of the event solution, selects the manual service to which the event is not solved, directly hangs up the event according to whether the problem is solved or not, sends a specified template short message and returns an unavaluated value to the marketing work order for automatic filing;
and S4, asking the user to evaluate, if the user evaluates, storing the evaluation in the evaluation value storage module, and if the user does not hang up the evaluation, returning the non-evaluation value to the marketing work order for automatic filing.
Preferably, the information storage module includes:
an evaluation value storage module which stores an evaluation value of a user;
the marketing work order storage module is used for storing marketing work order data;
and the work order information storage module stores complete work order information.
Preferably, the outbound condition preset in step S1 is whether the platform return visit skill seat is idle or not and whether the platform return visit skill seat is in the outbound time period, the outbound time period is nine am to six pm, the platform return visit skill seat is not idle and is not in the outbound time period, the work order number is not automatically outbound, and the platform return visit skill seat is idle and is in the outbound time period, and the automatic outbound flow is initiated.
Preferably, the call failure condition in step S2 is that no person rings for sixty seconds, the first preset time in step S2 is at least half an hour, and the preset upper limit of the call is three times.
Preferably, the work order information in step S3 includes an acceptance time, an electricity consumption address, and a service type, and it is necessary to determine whether the work number of the seat in the response link of the provincial agent of the work order is free when transferring manual service in step S3, if so, directly transfer the seat, and if not, transfer the seat to another return visit seat.
Preferably, the determining whether the seat is idle includes obtaining a pause duration of the seat, and if the pause duration is greater than a second preset time, the seat is idle, and the second preset time is at most half an hour.
Preferably, in the step S4, the evaluation value is classified into five grades of 1 for very satisfactory, 2 for satisfactory, 3 for general, 4 for unsatisfactory and 5 for very unsatisfactory, and the manual service is automatically switched when the user selects unsatisfactory and very unsatisfactory.
Compared with the prior art, the technical scheme of the application has the following beneficial effects:
the intelligent outbound system and the use method of the power grid customer service work order have a perfect outbound program and a perfect user evaluation flow, can intelligently read the work order and initiate outbound, and have complete data storage. According to the intelligent call-out system and the use method of the power grid customer service work order, the intelligent call-back in the whole process is realized by adding the call-back function, the information of the user work order is automatically tracked, the call-out is automatically initiated, the work order completion condition is actively broadcasted, and the feedback information of the user is obtained. If the user feedback problem is solved, switching to a user evaluation link and archiving; the unsolved automatic call transfer manual work is processed by the original work order acceptors preferentially, is used for answering the incoming telephone traffic of the automatic call transfer manual work specially for the return visit class, and realizes man-machine cooperation. And marking the number which fails to be dialed out, and automatically calling out the number after half an hour. The invention perfects the automatic outbound rule and improves the outbound work efficiency and the service accuracy. The answering condition of the user is intelligently identified, different coping schemes are adopted, the call completing rate is guaranteed to be 100%, the users are not lost, and the customer service quality of a power grid enterprise is effectively improved.
Drawings
FIG. 1 is a block diagram of the system of the present invention;
fig. 2 is an outbound flow chart of the present invention.
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.
Referring to fig. 1, an intelligent outbound system for a power grid customer service work order in this embodiment includes:
the manual service module is used for servicing users needing manual service; the information storage module is used for storing various information generated in the automatic outbound process; the short message sending module is used for judging whether the user hangs up according to the solution or not; the information storage module includes: an evaluation value storage module that stores an evaluation of a user; the marketing work order storage module is used for storing marketing work order data; and the work order information storage module stores complete work order information.
Referring to fig. 2, a method for using an intelligent outbound system for a power grid customer service work order of the present embodiment includes:
and S1 judging the outbound condition:
the process judges whether the platform return visit skill seat is idle:
the platform return visit distance seat is not idle and is not in the outbound time period, and the work order number is not automatically outbound;
the platform visits the distance and sits idle, and in the time quantum of calling out, initiate the automatic procedure of calling out;
the S2 outbound flow begins:
failure of outbound call:
ringing for 60s, modifying the identification of the work order automatic outbound column data table in the process, marking the number, and automatically outbound the number after half an hour;
the user hangs up, and the short message sending module sends the short message of the specified template;
the outbound call is successful:
the user answers the call and continues to carry out the next step;
s3 service start:
broadcasting work order information, including acceptance time, power utilization address and service type;
ask the user after finishing the report whether the problem is solved:
user selection of event unresolved: judging whether the work number of the seat in the response link of the work order province seat is free or not by the voice platform, if the work number is free, directly switching to the seat, and if the work number is not free, switching to other return visit seats;
the user selects the solved solution and goes to the next step;
s4 evaluation procedure: the user is asked to evaluate:
the user inputs an evaluation value: storing the evaluation in an evaluation value storage module, ending the call, and automatically switching to manual service if the user selects dissatisfaction or very dissatisfaction;
the user did not evaluate: the unevaluated value is stored to the marketing work order storage module.
The utility model provides a power grid customer service work order intelligence system of calling out, is used for power grid IVR flow, and power grid IVR flow function includes functions such as power failure information inquiry, arrearage compound electricity, emergent flow, charges of electricity inquiry, button is got ready, the pronunciation message, the intelligent reposition of redundant personnel of telephone traffic, telephone traffic layering service, dynamic voice service, call loss SMS, the user identification flow of charge accuse, intelligent matching of seat and automatic manual work of transferring.
The power failure information is inquired, the address information of the structured address platform is acquired through the interface for matching, the power failure information of the area where the user is located is accurately broadcasted, and the power failure information acquisition speed of the user is increased; the arrearage power recovery avoids the problem that the IC card prepayment user cannot pay in time due to the arrearage power recovery bill under the IVR voice service to influence the power recovery; the emergency flow can push a corresponding large-area IVR to inform a customer according to the set emergency type; inquiring the electric charge, accurately identifying the number bound by the mobile phone number, and entering an electric charge inquiring process; key dotting, namely recording and dotting the trajectory after the customer enters the IVR, and performing statistical analysis on the service conditions of each voice service customer; voice message leaving, providing message leaving function for users when the seat is busy, and dynamically switching on or off the function according to the rule setting; telephone traffic is intelligently distributed, and seats are intelligently allocated according to different queue idle and queuing conditions, so that call loss is reduced; telephone traffic layering service, which analyzes incoming telephone traffic data according to the rule that whether a customer repeatedly calls in a short time or not, automatically judges the number degree is urgent and preferentially accesses the customer; dynamic voice service, namely, accurately positioning the incoming call intention of a client according to the electricity charge issuing time, historical incoming call information, historical work order information, historical power failure information, client type and the like, preferentially pushing IVR and service information, and providing accurate service for an incoming call user; the system monitors call loss list data in real time, mobile phone numbers of customer hang-up, queue call loss, manual call loss and the like are screened, whether the customer calls again within a certain time is judged, the call loss short message is sent to the mobile phone numbers which do not call again through a short message platform, a user identification process is controlled by charges, the recent information of an automatic identification charge control user in a charge control system is trip or close, charge control real-time balance information, charge control payment records and whether a work order exists or not are added, a user address of a marketing system is identified, corresponding information, manual service or a work order of owing charge is broadcasted according to whether the service is owing, the electricity charge balance and the payment time, the intelligent matching of the seat is realized, and the original seat with the service technology is preferentially found for answering after multiple calls; and automatically switching to manual operation, verifying the failed judgment condition and broadcasting to return to the previous layer or manual service.
Compared with the prior art: by adding the return visit function, the intelligent return visit of the whole process is realized, the work order information of the user is automatically tracked, the outbound call is automatically initiated, the work order completion condition is actively broadcasted, and the feedback information of the user is obtained. If the user feedback problem is solved, switching to a user evaluation link and archiving; the unsolved automatic call transfer manual work is processed by the original work order acceptors preferentially, is used for answering the incoming telephone traffic of the automatic call transfer manual work specially for the return visit class, and realizes man-machine cooperation. If no idle seat can be used and the calling time period is not within, the work order number is not automatically called, the number which fails to be called is marked, and the number is automatically called after half an hour. The answering condition of the user is intelligently identified, a perfect evaluation program is provided, the call completing rate is ensured to be 100%, the users are not lost, and the customer service quality of a power grid enterprise is effectively improved.
It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (7)
1. A use method of an intelligent call-out system for a power grid customer service work order is characterized in that the automatic call-out system for customer service comprises the following steps:
the manual service module is used for servicing users needing manual service and users with unsolved selection time;
the information storage module is used for storing various information generated in the automatic outbound process;
the short message sending module is used for sending a short message of a specified template if the user does not hang up according to the solution of evaluation;
the using method comprises the following steps:
s1, acquiring the current state of the system, judging whether a preset outbound condition is met, initiating an outbound if the preset outbound condition is met, and carrying out the next step if the preset outbound condition is met;
the S2 system judges whether the outbound call is successful, the outbound call is successful to carry out the next step, if the outbound call is failed, the number is marked, if the number of outbound calls is less than the preset outbound call upper limit, the number is automatically outbound again after waiting for the first preset time, and if the user hangs up, the short message of the appointed template is sent;
s3, after receiving the call, the user automatically broadcasts the work order information, asks the user whether the problem is solved, selects the next step of the event solution, selects the manual service to which the event is not solved, directly hangs up the event according to whether the problem is solved or not, sends a specified template short message and returns an unavaluated value to the marketing work order for automatic filing;
and S4, asking the user to evaluate, if the user evaluates, storing the evaluation in the evaluation value storage module, and if the user does not hang up the evaluation, returning the non-evaluation value to the marketing work order for automatic filing.
2. The intelligent power grid customer service work order outbound system and the use method thereof according to claim 1, wherein the information storage module comprises:
an evaluation value storage module which stores an evaluation value of a user;
the marketing work order storage module is used for storing marketing work order data;
and the work order information storage module stores complete work order information.
3. The power grid customer service work order intelligent outbound system and the use method thereof according to claim 1, wherein the outbound conditions preset in step S1 are whether the platform return visit skill seat is idle or not and whether the platform return visit skill seat is in an outbound time period, the outbound time period is from nine am to six pm, the platform return visit skill seat is not idle and is not in an outbound time period, no automatic outbound is performed on the work order number, and the platform return visit skill seat is idle and initiates an automatic outbound flow in the outbound time period.
4. The power grid customer service work order intelligent outbound system and the use method thereof as claimed in claim 1, wherein the outbound failure condition in step S2 is ringing for sixty seconds without human answering, the first preset time in step S2 is at least half an hour, and the preset outbound limit is three times.
5. The system according to claim 3, wherein the work order information in step S3 includes acceptance time, power consumption address and service type, and it is necessary to determine whether the work number of the seat in the response link of the province of the work order is free when transferring manual service in step S3, if so, directly transfer the seat, and if not, transfer the seat to other return visit seats.
6. The power grid customer service work order intelligent outbound system and use method thereof according to claim 5, wherein the whether idle or not includes obtaining a pause duration of the seat, and if the pause duration is greater than a second preset time, the seat is idle, and the second preset time is at most half an hour.
7. The intelligent call-out system for power grid customer service work orders and the use method thereof as claimed in claim 1, wherein in step S4, the rating score is divided into five grades of 1 for very satisfactory, 2 for satisfactory, 3 for general, 4 for unsatisfactory and 5 for very unsatisfactory, and manual service is automatically switched when the user selects unsatisfactory and very unsatisfactory.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN117812185A (en) * | 2024-02-29 | 2024-04-02 | 江苏鑫埭信息科技有限公司 | Control method and system of intelligent outbound system |
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| CN111988477A (en) * | 2020-09-02 | 2020-11-24 | 中国银行股份有限公司 | Incoming call processing method and device, server and storage medium |
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| CN113408846A (en) * | 2021-05-10 | 2021-09-17 | 山东御银智慧金融设备有限公司 | Telephone marketing management method and system based on AI artificial intelligence |
| CN113746992A (en) * | 2021-09-14 | 2021-12-03 | 中国银行股份有限公司 | Automatic outbound system, outbound method thereof, electronic device and computer storage medium |
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