CN115834772A - Service processing method and processing device based on calling system - Google Patents
Service processing method and processing device based on calling system Download PDFInfo
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- CN115834772A CN115834772A CN202211506691.3A CN202211506691A CN115834772A CN 115834772 A CN115834772 A CN 115834772A CN 202211506691 A CN202211506691 A CN 202211506691A CN 115834772 A CN115834772 A CN 115834772A
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Abstract
The present invention relates to the technical field of telephone traffic processing, and in particular, to a service processing method and processing device based on a call system. The customer service system firstly directly receives the user terminal information received by the calling system, then inquires the service requirements which need to be handled by the user according to the user terminal information, and finally sends the processing result of the telephone operator aiming at the service requirements to the user terminal. The invention associates the call system with the customer service system, so that the operator only needs to operate the customer service system and does not need to operate the call system, thereby saving the time for the operator to process the service and further improving the efficiency of the whole system for processing the service.
Description
Technical Field
The present invention relates to the technical field of telephone traffic processing, and in particular, to a service processing method and processing device based on a call system.
Background
The telephone traffic system comprises a calling system and a customer service system, after receiving a call from a customer on the calling system, a telephone operator needs to log in the customer service system, and the service requirement of the customer is found and the service of the customer is accepted on the customer service system according to the calling number of the customer. The switching use of the two systems affects the working efficiency of telephone operators and also affects the service quality of customers.
In summary, the prior art is inefficient in processing traffic.
Thus, there is a need for improvements and enhancements in the art.
Disclosure of Invention
In order to solve the technical problem, the invention provides a service processing method and a service processing device based on a calling system, which solve the problem of low service processing efficiency in the prior art.
In order to achieve the purpose, the invention adopts the following technical scheme:
in a first aspect, the present invention provides a service processing method based on a call system, wherein the method includes:
receiving user terminal information acquired by a calling system;
associating the user terminal information with the service appeal of the user;
and sending a service processing result made by the operator for the service appeal to the user terminal.
In one implementation, the receiving the user terminal information collected by the calling system includes:
according to the user terminal information, obtaining each telephone number in the user terminal information;
each of the phone numbers is received through a full duplex communication protocol (WebSocket technology).
In one implementation, the associating the user terminal information with the service appeal of the user includes:
counting the answering time of each telephone number;
screening out a target number from each telephone number according to the answering time of each telephone number;
inquiring user information corresponding to the target number;
and associating the user information with the service appeal of the user.
In one implementation, the querying the user information corresponding to the target number includes:
extracting a tail number with a set digit at the tail of the target number;
extracting a middle number with a set digit positioned in the middle of the target number;
and screening out user information corresponding to the target number from a database according to the tail number and the middle number, wherein the database is used for recording the corresponding relation between the user information and the telephone number.
In one implementation, the querying the user information corresponding to the target number includes:
converting the target number into a binary number;
obtaining a preselected number with the same number of zero or one as the binary number in the list according to the binary number and the list, wherein the list is used for recording the corresponding relation between the binary number and the binary user information;
and obtaining user information according to the preselected number.
In one implementation, the sending, to the user terminal, a service processing result made by the operator for the service appeal includes:
counting the seat information of each operator, wherein the seat information is used for representing the working state and working duration of each operator;
counting the current to-be-processed traffic of each telephone operator;
screening out the telephone operators from the telephone operators according to the seat information of each telephone operator and the current traffic to be processed of each telephone operator;
and sending a service processing result made by the operator for the service appeal to a user terminal.
In one implementation, the sending, to the user terminal, a service processing result made by the operator for the service appeal includes:
sending a service processing result made by a telephone operator for the service appeal to a display terminal;
receiving a score of the display terminal on the service processing result, wherein the score is used for representing the accuracy of the service processing result;
and sending the service processing result with the score larger than a set value to a user terminal.
In a second aspect, an embodiment of the present invention further provides a service processing apparatus based on a call system, where the apparatus includes the following components:
the receiving module is used for receiving the user terminal information collected by the calling system;
the service processing module is used for associating the user terminal information with the service appeal of the user;
and the sending module is used for sending the service processing result made by the operator for the service appeal to the user terminal.
In a third aspect, an embodiment of the present invention further provides a terminal device, where the terminal device includes a memory, a processor, and a service processing program based on a call system, which is stored in the memory and is executable on the processor, and when the processor executes the service processing program based on the call system, the steps of the service processing method based on the call system are implemented.
In a fourth aspect, an embodiment of the present invention further provides a computer-readable storage medium, where a service processing program based on a call system is stored on the computer-readable storage medium, and when the service processing program based on the call system is executed by a processor, the steps of the service processing method based on the call system are implemented.
Has the advantages that: the customer service system firstly directly receives the user terminal information received by the calling system, then inquires the service requirements which need to be handled by the user according to the user terminal information, and finally sends the processing result of the telephone operator aiming at the service requirements to the user terminal. The invention associates the call system with the customer service system, so that the operator only needs to operate the customer service system and does not need to operate the call system, thereby saving the time for the operator to process the service and further improving the efficiency of the whole system for processing the service.
Drawings
FIG. 1 is an overall flow chart of the present invention;
FIG. 2 is a diagram of a phone sign-on page in an embodiment of the present invention;
FIG. 3 is a schematic diagram of interaction between a calling system and a customer service system according to an embodiment of the present invention;
FIG. 4 is a schematic diagram of a calling system and a customer service system interaction with a display page according to an embodiment of the present invention;
FIG. 5 is a diagram of a service acceptance page in an embodiment of the present invention;
fig. 6 is a schematic block diagram of an internal structure of a terminal device according to an embodiment of the present invention.
Detailed Description
The technical scheme of the invention is clearly and completely described below by combining the embodiment and the attached drawings of the specification. 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.
The telephone traffic system comprises a calling system and a customer service system, after receiving a call from a customer on the calling system, a telephone operator needs to log in the customer service system, and the service requirement of the customer and the service of the customer are found out on the customer service system according to the calling number of the customer. The switching use of the two systems affects the working efficiency of telephone operators and also affects the service quality of customers.
In order to solve the technical problem, the invention provides a service processing method and a service processing device based on a calling system, which solve the problem of low service processing efficiency in the prior art. When the method is implemented specifically, user terminal information acquired by a calling system is received firstly; then, according to the user terminal information, the service appeal of the user is obtained; and finally, sending a service processing result made by the operator for handling the service appeal to the user terminal. The invention can improve the efficiency of processing the service.
For example, the telephone operator answers the call with the telephone number a through the call system, after the telephone operator answers the call with the telephone number a, the call system forwards the telephone number a (user terminal information) to the customer service system, the customer service system inquires the service appeal of the user using the telephone number a according to the telephone number a and directly displays the service appeal to the telephone operator so that the telephone operator can perform corresponding processing on the service appeal, and the customer service system feeds back the processing result (whether the service appeal of the user a is accepted or not) to the user a (whether the service appeal is accepted or not is reported to the telephone used by the user a).
Exemplary method
The service processing method based on the call system of the embodiment can be applied to terminal equipment, and the terminal equipment can be a terminal product with a voice playing function, such as a computer. In this embodiment, as shown in fig. 1, the service processing method based on the call system specifically includes the following steps S100, S200, and S300:
s100, the customer service system receives the user terminal information collected by the calling system.
In this embodiment, the user terminal information includes a telephone number and an ID number of the user computer, and when the user terminal is a telephone, the customer service system acquires a telephone number to be answered by the calling system through a full duplex communication protocol (WebSocket technology).
For example, after the call system answers the phone call of the user, a ring is sent, the telephone operator can answer the phone call of the user after hearing the ring, when the call system obtains that the phone call is answered by the telephone operator, the information that the phone call is answered is sent to the customer service system, and then the customer service system collects the number corresponding to the phone answered by the call system by adopting the WebSocket technology.
And S200, the customer service system associates the user terminal information with the service appeal of the user.
The customer service system of the embodiment queries the user information according to the user terminal information, and associates the service appeal of the user and the service information which are heard by the operator together to complete service acceptance. In one embodiment, step S200 includes steps S201 to S206 as follows:
s201, counting the answering time of each telephone number.
S202, screening out target numbers from the telephone numbers according to the answering time of the telephone numbers.
Although the customer service system collects a plurality of calls answered by the operator, the calls may be invalid calls, and the operator hangs up the calls within a short time after answering the invalid calls, namely the invalid calls are answered for a short time. The customer service system only inquires the user information corresponding to the telephone number (target number) with the answering time length larger than the threshold value, so that the resources of the customer service system are prevented from being wasted due to invalidation.
And S203, extracting the tail number of the set digit at the tail of the target number.
And S204, extracting the middle number with the set digit positioned in the middle of the target number.
S205, according to the tail number and the middle number, screening out user information corresponding to the target number from a database, wherein the database is used for recording the corresponding relation between the user information and the telephone number.
And S206, associating the user information with the service appeal of the user.
The customer service system analyzes the user information shown in fig. 2 corresponding to the telephone number from the stored database according to the telephone number of the user. Namely, the display end of the customer service system displays the page where the user information is located to the telephone operator, and the telephone operator fills the service appeal in the page where the user information is located while receiving the service appeal of the user so as to complete the correlation operation of the user information and the service appeal.
In another embodiment, the above steps S203, S204, S205 in step S200 are replaced by the following steps S207, S208, S209:
and S207, converting the target number into a binary number.
S208, according to the binary number and the list, obtaining a preselected number which has the same number of zero or one as the binary number in the list, wherein the list is used for recording the corresponding relation between the binary number and the binary user information.
And S209, obtaining user information according to the preselected number.
In the embodiment, a binary number of the user is stored in the list instead of the user name, and the latter cannot avoid filtering out wrong user information due to duplicate names. Binary codes of all user telephone numbers are stored in the list, so that errors caused by duplicate names can be avoided.
And S300, the customer service system sends a service processing result made by the operator for the service appeal to the user terminal.
And after the customer service system collects the information that the telephone operator has accepted the service demand, the accepted processing result is sent to the telephone terminal of the user in a voice broadcast mode. In one embodiment, step S300 includes steps S301, S302, S303, S304 as follows:
s301, counting the seat information of each operator, wherein the seat information is used for representing the working state and the working duration of each operator.
If the operator's seat information is ready, that is, the operator enters the working state, the operator can receive the call at any time, or the operator enters the queue capable of receiving the call. The working time is that if an operator works continuously for a long time, the operator is kept to be less likely to continue to receive calls.
S302, counting the current traffic to be processed of each operator.
And S303, screening out the operator to handle from each operator according to the seat information of each operator and the current traffic to be processed of each operator.
And S304, sending the service processing result made by the operator for the service appeal to the user terminal.
The embodiment preferentially transfers the current telephone call to the telephone operator with space time processing service, thereby improving the service processing efficiency.
The following takes the interaction schematic diagrams of the call system and the customer service system in fig. 3 and fig. 4 as examples to describe the overall process of the customer service system for processing the service appeal according to the present invention:
firstly, the operator logs in the customer service system through the browser and inputs the extension number of the operator to the customer service system, and after the operator finishes the operation, the operator indicates that the operator is ready. When the calling system monitors the incoming call of the user, the calling system transfers the incoming call of the user to the extension number corresponding to the telephone operator, and when the telephone operator answers the incoming call of the user, the customer service system displays the information of the incoming call user as shown in figure 2. The telephone operator records the user service appeal on the page where the user information is located, and after the user information is recorded, the page in fig. 2 is changed into the service acceptance page in fig. 5, which indicates that the telephone operator finishes the acceptance of the user service appeal.
In summary, the customer service system of the present invention first directly receives the user terminal information received by the calling system, then queries the service requirement that the user needs to handle according to the user terminal information, and finally sends the processing result of the operator for the service requirement to the user terminal. The invention associates the call system with the customer service system, so that the operator only needs to operate the customer service system and does not need to operate the call system, thereby saving the time for the operator to process the service and further improving the efficiency of the whole system for processing the service.
Exemplary devices
The embodiment also provides a service processing device based on the call system, which comprises the following components:
the receiving module is used for receiving the user terminal information collected by the calling system;
the service processing module is used for associating the user terminal information with the service appeal of the user;
and the sending module is used for sending the service processing result made by the operator for the service appeal to the user terminal.
Based on the above embodiments, the present invention further provides a terminal device, and a schematic block diagram thereof may be as shown in fig. 6. The terminal equipment comprises a processor, a memory, a network interface, a display screen and a temperature sensor which are connected through a system bus. Wherein the processor of the terminal device is configured to provide computing and control capabilities. The memory of the terminal equipment comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The network interface of the terminal device is used for connecting and communicating with an external terminal through a network. The computer program is executed by a processor to implement a method of service handling based on a call system. The display screen of the terminal equipment can be a liquid crystal display screen or an electronic ink display screen, and the temperature sensor of the terminal equipment is arranged in the terminal equipment in advance and used for detecting the operating temperature of the internal equipment.
It will be understood by those skilled in the art that the block diagram of fig. 6 is only a block diagram of a part of the structure related to the solution of the present invention, and does not constitute a limitation to the terminal device to which the solution of the present invention is applied, and a specific terminal device may include more or less components than those shown in the figure, or may combine some components, or have different arrangements of components.
In one embodiment, a terminal device is provided, where the terminal device includes a memory, a processor, and a call system based service processing program stored in the memory and executable on the processor, and when the processor executes the call system based service processing program, the following operation instructions are implemented:
receiving user terminal information acquired by a calling system;
associating the user terminal information with the service appeal of the user;
and sending a service processing result made by the operator for the service appeal to the user terminal.
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 hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, databases, or other media used in embodiments provided herein may include non-volatile and/or volatile memory. 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 (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A service processing method based on a calling system is characterized by comprising the following steps:
receiving user terminal information acquired by a calling system;
associating the user terminal information with the service appeal of the user;
and sending a service processing result made by the operator for the service appeal to the user terminal.
2. The call system based service processing method of claim 1, wherein the receiving of the user terminal information collected by the call system comprises:
according to the user terminal information, obtaining each telephone number in the user terminal information;
each of the telephone numbers is received via a full duplex communication protocol.
3. The call system based service processing method of claim 2, wherein the associating the user terminal information with the service appeal of the user comprises:
counting the answering time of each telephone number;
screening out a target number from each telephone number according to the answering time of each telephone number;
inquiring user information corresponding to the target number;
and associating the user information with the service appeal of the user.
4. The service processing method based on the calling system as claimed in claim 3, wherein said querying the user information corresponding to the target number comprises:
extracting a tail number with a set digit at the tail of the target number;
extracting a middle number with a set digit positioned in the middle of the target number;
and screening out user information corresponding to the target number from a database according to the tail number and the middle number, wherein the database is used for recording the corresponding relation between the user information and the telephone number.
5. The service processing method based on the calling system as claimed in claim 3, wherein said querying the user information corresponding to the target number comprises:
converting the target number into a binary number;
obtaining a preselected number with the same number of zero or one as the binary number in the list according to the binary number and the list, wherein the list is used for recording the corresponding relation between the binary number and the binary user information;
and obtaining user information according to the preselected number.
6. The service processing method based on the call system as claimed in claim 1, wherein the sending the service processing result made by the operator for the service appeal to the user terminal includes:
counting the seat information of each operator, wherein the seat information is used for representing the working state and the working duration of each operator;
counting the current to-be-processed traffic of each operator;
screening out the telephone operators from the telephone operators according to the seat information of each telephone operator and the current traffic to be processed of each telephone operator;
and sending a service processing result made by the operator for the service appeal to a user terminal.
7. The service processing method based on the call system as claimed in claim 1, wherein the sending the service processing result made by the operator for the service appeal to the user terminal includes:
sending a service processing result made by a telephone operator for the service appeal to a display terminal;
receiving a score of the display terminal on the service processing result, wherein the score is used for representing the accuracy of the service processing result;
and sending the service processing result with the score larger than a set value to a user terminal.
8. A service processing apparatus based on a calling system, the apparatus comprising:
the receiving module is used for receiving the user terminal information collected by the calling system;
the service processing module is used for associating the user terminal information with the service appeal of the user;
and the sending module is used for sending the service processing result made by the operator for the service appeal to the user terminal.
9. A terminal device, characterized in that the terminal device comprises a memory, a processor and a call system based service processing program stored in the memory and operable on the processor, and the processor implements the steps of the call system based service processing method according to any one of claims 1 to 7 when executing the call system based service processing program.
10. A computer-readable storage medium, wherein the computer-readable storage medium has a call system based service processing program stored thereon, and the call system based service processing program, when executed by a processor, implements the steps of the call system based service processing method according to any one of claims 1 to 7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211506691.3A CN115834772A (en) | 2022-11-29 | 2022-11-29 | Service processing method and processing device based on calling system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211506691.3A CN115834772A (en) | 2022-11-29 | 2022-11-29 | Service processing method and processing device based on calling system |
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| Publication Number | Publication Date |
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| CN115834772A true CN115834772A (en) | 2023-03-21 |
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| CN202211506691.3A Pending CN115834772A (en) | 2022-11-29 | 2022-11-29 | Service processing method and processing device based on calling system |
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| CN (1) | CN115834772A (en) |
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- 2022-11-29 CN CN202211506691.3A patent/CN115834772A/en active Pending
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