CN116980527A

CN116980527A - Automatic service request ordering method, device, equipment and storage medium

Info

Publication number: CN116980527A
Application number: CN202310943084.1A
Authority: CN
Inventors: 黄日光; 吴贻标; 邓威; 黄顺浩; 谢伟鹏; 陆建巧; 冯伟顺; 朱伟强
Original assignee: Guangdong Power Grid Co Ltd; Huizhou Power Supply Bureau of Guangdong Power Grid Co Ltd
Current assignee: Guangdong Power Grid Co Ltd; Huizhou Power Supply Bureau of Guangdong Power Grid Co Ltd
Priority date: 2023-07-28
Filing date: 2023-07-28
Publication date: 2023-10-31

Abstract

The invention provides a service request automatic sequencing method, a device, equipment and a storage medium. The method comprises the following steps: acquiring the number of waiting clients currently requesting the manual call service; sending a call intention acquisition request to all waiting clients and acquiring call intention information of all the waiting clients under the condition that the number of the waiting clients is larger than or equal to a preset client threshold; and determining the service priority level corresponding to the waiting clients based on the call intention information, and ranking all the waiting clients based on the service priority level, so that automatic ranking waiting can be performed according to the actual situation of the clients, the service quality is improved, and the user satisfaction is improved.

Description

Automatic service request ordering method, device, equipment and storage medium

Technical Field

The present invention relates to the field of customer service technologies, and in particular, to a method, an apparatus, a device, and a storage medium for automatically ordering service requests.

Background

The power grid customer service has a crucial influence on the business operation of a power grid company and the satisfaction degree of customers, the conventional online power grid customer service is often communicated in a telephone form, and for more efficient work, intelligent inquiry services corresponding to different number keys are also provided in the telephone service besides manual service, so that the telephone service is more prone to manual service for the old.

When the number of people on line is large, the clients need to be queued to access the manual service, the conventional queuing mode is simply queuing according to the access time, effective sequential adjustment cannot be performed according to the actual situation of the clients, when the clients are in emergency, responses cannot be timely obtained, the service quality is poor, meanwhile, the satisfaction degree of the clients is negatively influenced, and the situation that the clients lose easily occurs.

Disclosure of Invention

The invention provides a service request automatic sequencing method, a device, equipment and a storage medium, which are used for automatically sequencing and waiting according to the actual situation of a client, so that the service quality is improved, and the user satisfaction is improved.

According to an aspect of the present invention, there is provided a service request automatic ordering method. The method comprises the following steps:

acquiring the number of waiting clients currently requesting the manual call service;

sending a call intention acquisition request to all waiting clients and acquiring call intention information of all the waiting clients under the condition that the number of the waiting clients is larger than or equal to a preset client threshold;

and determining service priority levels corresponding to the waiting clients based on the call intention information, and ranking all the waiting clients based on the service priority levels.

According to another aspect of the present invention, there is provided an automatic service request ordering apparatus. The device comprises:

the client quantity determining module is used for obtaining the quantity of waiting clients currently requesting the manual call service;

the call intention acquisition module is used for sending call intention acquisition requests to all waiting clients and acquiring call intention information of all the waiting clients under the condition that the number of the waiting clients is larger than or equal to a preset client threshold;

and the service request ordering module is used for determining the service priority level corresponding to the waiting clients based on the call intention information and ordering all the waiting clients in a level based on the service priority level.

According to another aspect of the present invention, there is provided an electronic apparatus including:

at least one processor; and

a memory communicatively coupled to the at least one processor; wherein, the liquid crystal display device comprises a liquid crystal display device,

the memory stores a computer program executable by the at least one processor to enable the at least one processor to perform the service request auto-ordering method according to any one of the embodiments of the present invention.

According to another aspect of the present invention, there is provided a computer readable storage medium storing computer instructions for causing a processor to implement the service request automatic ordering method according to any of the embodiments of the present invention when executed.

According to the technical scheme, the number of waiting clients currently requesting the manual call service is obtained. And sending call intention acquisition requests to all waiting clients and acquiring call intention information of all the waiting clients under the condition that the number of the waiting clients is larger than or equal to a preset client threshold. Based on the call intention information, determining the service priority level corresponding to the waiting client, and based on the service priority level, queuing and adjusting the client, so that the client with the service priority level can be ensured to access manual service in time, and timely treatment of emergency is realized while the satisfaction degree of the client is improved.

It should be understood that the description in this section is not intended to identify key or critical features of the embodiments of the invention or to delineate the scope of the invention. Other features of the present invention will become apparent from the description that follows.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings required for the description of the embodiments will be briefly described below, and it is apparent that the drawings in the following description are only some embodiments of the present invention, and other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

FIG. 1 is a flow chart of a method for automatically ordering service requests according to a first embodiment of the present invention;

FIG. 2 is a flow chart of a method for automatically ordering service requests according to a second embodiment of the present invention;

fig. 3 is a block diagram of an automatic service request sorting apparatus according to a third embodiment of the present invention;

fig. 4 is a schematic structural diagram of an electronic device implementing a service request automatic ordering method according to an embodiment of the present invention.

Detailed Description

In order that those skilled in the art will better understand the present invention, a technical solution in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in which it is apparent that the described embodiments are only some embodiments of the present invention, not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the present invention without making any inventive effort, shall fall within the scope of the present invention.

It should be noted that the terms "first," "second," and the like in the description and the claims of the present invention and the above figures are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate such that the embodiments of the invention described herein may be implemented in sequences other than those illustrated or otherwise described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.

Example 1

Fig. 1 is a flowchart of a service request automatic ordering method according to an embodiment of the present invention, where the method may be performed by a service request automatic ordering device, and the service request automatic ordering device may be implemented in hardware and/or software, and the service request automatic ordering device may be configured in an electronic device. As shown in fig. 1, the method includes:

s101, obtaining the number of waiting clients currently requesting the manual call service.

It should be noted that the number of waiting clients may refer to the number of clients currently needing to perform the manual call service. Specifically, the obtaining of the number of waiting clients currently requesting the manual call service may be achieved in the following various ways:

the number of people waiting for the telephone manual service can be effectively determined by using a special telephone queuing system. Such a system can record the time and sequence of each incoming call while providing the function of periodically informing the waiting time. With this system you can see the number of phones currently waiting and the approximate waiting time.

Or call center software is used that typically provides real-time statistics about the number of people waiting. The number of calls currently waiting to be answered and the expected waiting time can be known by monitoring the dashboard or report of the call center software.

Or by monitoring the telephone traffic, the number of waiting people for the telephone manual service can be estimated. The number of waiting persons for the telephone manual service can be judged by recording the incoming call volume every day, hour or minute and the incoming call volume in different time periods.

Or through historical data and statistical model analysis, the number of waiting people for the telephone manual service can be predicted. Based on past telephone call data, waiting time, and service load, a data analysis method can be used to predict the number of people waiting in the future.

The present invention is not limited to a specific manner of acquiring the number of waiting clients. The specific method to be used depends on the actual choice of situation used.

S102, sending call intention acquisition requests to all waiting clients and acquiring call intention information of all the waiting clients under the condition that the number of the waiting clients is larger than or equal to a preset client threshold.

For example, the preset customer threshold may be determined based on the number of human customer services or by statistical model analysis to determine customer airtime. The call intention information may include at least one of: customer age information, customer location information, and intent profile information. The call intention acquisition request may refer to request information for acquiring a user call purpose. The call intention information may refer to customer call destination information.

Specifically, when the number of waiting clients is detected to be greater than or equal to a preset client threshold, a question-answer mechanism is triggered, a call intention acquisition request is sent to the waiting clients, inquiry of client age information, client position information and intention brief information is sent to the waiting clients one by one, answers of the waiting clients are recorded, and call intention information of all the waiting clients is acquired.

Illustratively, in the case where the number of waiting clients is less than the preset client threshold, the ordering is performed according to the call access time. That is, when the number of waiting clients does not reach the preset client threshold, the waiting clients can communicate with the manual clients in a short time, queuing adjustment is not needed, and the waiting clients do not need to acquire the communication intention information of the waiting clients and queue according to the communication access time.

S103, determining service priority levels corresponding to the waiting clients based on the call intention information, and ranking all the waiting clients based on the service priority levels.

Specifically, through analyzing and processing the call intention information, the service priority level corresponding to the waiting client can be determined. And reordering the waiting sequence of all waiting clients according to the sequence from high service priority to low service priority.

In an exemplary embodiment, when the waiting client does not receive feedback of the call intention information within a preset waiting time, the priority level corresponding to the waiting client is set to the lowest level. That is, in the preset waiting time, if the waiting client does not feed back valid call intention information, the importance level of the waiting client for manual service cannot be further determined, and the priority level corresponding to the waiting client is set as the lowest level, and the adjusted queuing order is the last position of the queue.

Illustratively, after the obtaining of the call intention information of all the waiting clients, the method further includes: and under the condition that the service to be processed of the waiting client needs to be subjected to network point service, determining a target service network point which is the closest to the waiting client according to the client position information in the call intention information, and feeding back the network point information of the target service network point to the waiting client.

Specifically, when determining that the waiting client needs to perform network point service after analyzing the call intention information, searching for the nearest target service network point in the peripheral distance of the client position according to the acquired client position information after the waiting client confirms, and sending the client position information to the user to reach the navigation route of the corresponding target service network point, and directly taking the number at the target service network point. The waiting clients can effectively access the manual service within the set time, the service quality of the power grid clients is guaranteed, the situation that part of the clients cannot access the manual service due to long-term waiting is avoided, intelligent guidance of off-line network points and convenient number taking of corresponding network points are realized, and higher service quality is provided for the clients.

Example two

Fig. 2 is a flowchart of a service request automatic ordering method according to a second embodiment of the present invention, where the determining of the service priority level corresponding to the waiting client is further refined based on the foregoing embodiment. As shown in fig. 2, the method includes:

s201, obtaining the number of waiting clients currently requesting the manual call service.

S202, sending call intention acquisition requests to all waiting clients and acquiring call intention information of all the waiting clients under the condition that the number of the waiting clients is larger than or equal to a preset client threshold.

S203, analyzing the communication intention information to obtain the client age information and the intention keyword information.

Note that the call intention information may include customer age information and intention brief information. And analyzing the communication intention information to obtain client age information and intention keyword information.

S204, determining the service priority level corresponding to the waiting client according to the client age information, the intention keyword information and the weight.

Specifically, the service priority level corresponding to each waiting client can be calculated according to the client age information and the corresponding weight information, the intention keyword information and the corresponding weight information.

The specific method for determining the service priority level corresponding to the waiting client can be implemented by the following way:

determining age weight information corresponding to the client age information according to the client age information and a predetermined age weight comparison table; determining intention weight information corresponding to the intention keyword information based on the age weight information; and determining the service priority level according to the client age information, the age weight information, the intention keyword information and the intention weight information.

Specifically, according to the client age information and a predetermined age weight comparison table, the age weight information corresponding to the waiting client can be interpreted. According to the age weight information, determining intention weight information corresponding to the intention keyword information, wherein the sum of the age weight information and the intention weight information is 1. And further calculates the service priority level based on the client age information, the age weight information, the intention keyword information, and the intention weight information.

For example: according to the age information of the client being A, the age weight information being c and the intention keyword information being B, the intention weight information being (1-c), the service priority corresponding to the final waiting client being: d=ac×b (1-c).

The invention can also determine the service priority level according to the number of the intention keywords by recording the intention keywords corresponding to different call events. The service priority level takes the number of keywords as a judgment standard, namely the more the number of keywords is, the higher the risk level is, and the service priority level corresponding to the waiting client can be determined through extracting the intention keywords of the call intention information fed back by the waiting client.

S205, ranking all waiting clients based on the service priority level.

In this embodiment, by judging the age information and the intention keyword information of the client, the service priority level of the waiting client is determined, so that the queuing sequence of the client is adjusted, and the waiting client with high demand is ensured to be able to access the manual service in time.

Example III

Fig. 3 is a schematic structural diagram of an automatic service request sorting device according to a third embodiment of the present invention. As shown in fig. 3, the apparatus includes: a number of clients determination module 301, a call intention acquisition module 302 and a service request ordering module 303. Wherein, the liquid crystal display device comprises a liquid crystal display device,

a client number determining module 301, configured to obtain the number of waiting clients currently requesting the manual call service;

a call intention obtaining module 302, configured to send a call intention obtaining request to all waiting clients and obtain call intention information of all the waiting clients when the number of the waiting clients is greater than or equal to a preset client threshold;

the service request ordering module 303 is configured to determine a service priority level corresponding to the waiting client based on the call intention information, and rank-order all the waiting clients based on the service priority level.

Optionally, the call intention information includes at least one of the following: customer age information, customer location information, and intent profile information.

Optionally, the service request ordering module 303 includes:

the intention information analysis unit is used for analyzing the communication intention information to obtain the client age information and the intention keyword information;

and the priority level determining unit is used for determining the service priority level corresponding to the waiting client according to the client age information, the intention keyword information and the weight.

Optionally, the priority level determining unit is specifically configured to:

determining age weight information corresponding to the client age information according to the client age information and a predetermined age weight comparison table;

determining intention weight information corresponding to the intention keyword information based on the age weight information;

and determining the service priority level according to the client age information, the age weight information, the intention keyword information and the intention weight information.

Optionally, the apparatus further comprises:

and the target service network point determining module is used for determining a target service network point which is closest to the waiting client according to the client position information in the communication intention information under the condition that the service to be processed of the waiting client needs network point service, and feeding back network point information of the target service network point to the waiting client.

Optionally, the service request ordering module 303 may be further configured to order according to the call access time when the number of waiting clients is less than the preset client threshold.

Optionally, the service request ordering module 303 may be further configured to set, in a case where the waiting client does not receive feedback of the call intention information within a preset waiting time, a priority level corresponding to the waiting client to a lowest level.

The service request automatic sequencing device provided by the embodiment of the invention can execute the service request automatic sequencing method provided by any embodiment of the invention, and has the corresponding functional modules and beneficial effects of the execution method.

Example IV

Fig. 4 shows a schematic diagram of the structure of an electronic device 10 that may be used to implement an embodiment of the invention. Electronic devices are intended to represent various forms of digital computers, such as laptops, desktops, workstations, personal digital assistants, servers, blade servers, mainframes, and other appropriate computers. Electronic equipment may also represent various forms of mobile devices, such as personal digital processing, cellular telephones, smartphones, wearable devices (e.g., helmets, glasses, watches, etc.), and other similar computing devices. The components shown herein, their connections and relationships, and their functions, are meant to be exemplary only, and are not meant to limit implementations of the inventions described and/or claimed herein.

As shown in fig. 4, the electronic device 10 includes at least one processor 11, and a memory, such as a Read Only Memory (ROM) 12, a Random Access Memory (RAM) 13, etc., communicatively connected to the at least one processor 11, in which the memory stores a computer program executable by the at least one processor, and the processor 11 may perform various appropriate actions and processes according to the computer program stored in the Read Only Memory (ROM) 12 or the computer program loaded from the storage unit 18 into the Random Access Memory (RAM) 13. In the RAM 13, various programs and data required for the operation of the electronic device 10 may also be stored. The processor 11, the ROM 12 and the RAM 13 are connected to each other via a bus 14. An input/output (I/O) interface 15 is also connected to bus 14.

Various components in the electronic device 10 are connected to the I/O interface 15, including: an input unit 16 such as a keyboard, a mouse, etc.; an output unit 17 such as various types of displays, speakers, and the like; a storage unit 18 such as a magnetic disk, an optical disk, or the like; and a communication unit 19 such as a network card, modem, wireless communication transceiver, etc. The communication unit 19 allows the electronic device 10 to exchange information/data with other devices via a computer network, such as the internet, and/or various telecommunication networks.

The processor 11 may be a variety of general and/or special purpose processing components having processing and computing capabilities. Some examples of processor 11 include, but are not limited to, a Central Processing Unit (CPU), a Graphics Processing Unit (GPU), various specialized Artificial Intelligence (AI) computing chips, various processors running machine learning model algorithms, digital Signal Processors (DSPs), and any suitable processor, controller, microcontroller, etc. The processor 11 performs the various methods and processes described above, such as automatic ordering of method service requests.

In some embodiments, the method service request auto-ordering may be implemented as a computer program tangibly embodied on a computer-readable storage medium, such as storage unit 18. In some embodiments, part or all of the computer program may be loaded and/or installed onto the electronic device 10 via the ROM 12 and/or the communication unit 19. When the computer program is loaded into RAM 13 and executed by processor 11, one or more of the steps of the method service request auto-ordering described above may be performed. Alternatively, in other embodiments, processor 11 may be configured to perform the method service request auto-ordering in any other suitable manner (e.g., by means of firmware).

Various implementations of the systems and techniques described here above may be implemented in digital electronic circuitry, integrated circuit systems, field Programmable Gate Arrays (FPGAs), application Specific Integrated Circuits (ASICs), application Specific Standard Products (ASSPs), systems On Chip (SOCs), load programmable logic devices (CPLDs), computer hardware, firmware, software, and/or combinations thereof. These various embodiments may include: implemented in one or more computer programs, the one or more computer programs may be executed and/or interpreted on a programmable system including at least one programmable processor, which may be a special purpose or general-purpose programmable processor, that may receive data and instructions from, and transmit data and instructions to, a storage system, at least one input device, and at least one output device.

A computer program for carrying out methods of the present invention may be written in any combination of one or more programming languages. These computer programs may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus, such that the computer programs, when executed by the processor, cause the functions/acts specified in the flowchart and/or block diagram block or blocks to be implemented. The computer program may execute entirely on the machine, partly on the machine, as a stand-alone software package, partly on the machine and partly on a remote machine or entirely on the remote machine or server.

In the context of the present invention, a computer-readable storage medium may be a tangible medium that can contain, or store a computer program for use by or in connection with an instruction execution system, apparatus, or device. The computer readable storage medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. Alternatively, the computer readable storage medium may be a machine readable signal medium. More specific examples of a machine-readable storage medium would include an electrical connection based on one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

To provide for interaction with a user, the systems and techniques described here can be implemented on an electronic device having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to a user; and a keyboard and a pointing device (e.g., a mouse or a trackball) through which a user can provide input to the electronic device. Other kinds of devices may also be used to provide for interaction with a user; for example, feedback provided to the user may be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user may be received in any form, including acoustic input, speech input, or tactile input.

The systems and techniques described here can be implemented in a computing system that includes a background component (e.g., as a data server), or that includes a middleware component (e.g., an application server), or that includes a front-end component (e.g., a user computer having a graphical user interface or a web browser through which a user can interact with an implementation of the systems and techniques described here), or any combination of such background, middleware, or front-end components. The components of the system can be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: local Area Networks (LANs), wide Area Networks (WANs), blockchain networks, and the internet.

The computing system may include clients and servers. The client and server are typically remote from each other and typically interact through a communication network. The relationship of client and server arises by virtue of computer programs running on the respective computers and having a client-server relationship to each other. The server can be a cloud server, also called a cloud computing server or a cloud host, and is a host product in a cloud computing service system, so that the defects of high management difficulty and weak service expansibility in the traditional physical hosts and VPS service are overcome.

It should be appreciated that various forms of the flows shown above may be used to reorder, add, or delete steps. For example, the steps described in the present invention may be performed in parallel, sequentially, or in a different order, so long as the desired results of the technical solution of the present invention are achieved, and the present invention is not limited herein.

The above embodiments do not limit the scope of the present invention. It will be apparent to those skilled in the art that various modifications, combinations, sub-combinations and alternatives are possible, depending on design requirements and other factors. Any modifications, equivalent substitutions and improvements made within the spirit and principles of the present invention should be included in the scope of the present invention.

Claims

1. A method for automatically ordering service requests, comprising:

2. The method of claim 1, wherein the call intention information comprises at least one of: customer age information, customer location information, and intent profile information.

3. The method of claim 2, wherein determining the service priority level corresponding to the waiting client based on the call intention information comprises:

analyzing the communication intention information to obtain the client age information and the intention keyword information;

and determining the service priority level corresponding to the waiting client according to the client age information, the intention keyword information and the weight.

4. The method of claim 3, wherein determining the service priority level corresponding to the waiting client based on the client age information, the intention keyword information, and the weight comprises:

5. The method according to claim 2, further comprising, after said obtaining all of the waiting clients' call intention information:

and under the condition that the service to be processed of the waiting client needs to be subjected to network point service, determining a target service network point which is the closest to the waiting client according to the client position information in the call intention information, and feeding back the network point information of the target service network point to the waiting client.

6. The method of claim 1, wherein the ordering is by talk access time if the number of waiting clients is less than the preset client threshold.

7. The method according to claim 1, wherein the priority level corresponding to the waiting client is set to the lowest level in the case that the waiting client does not receive the feedback of the call intention information within a preset waiting time.

8. An automatic service request ordering apparatus, comprising:

9. An electronic device, the electronic device comprising:

at least one processor; and

the memory stores a computer program executable by the at least one processor to enable the at least one processor to perform the service request auto-ordering method of any one of claims 1-7.

10. A computer readable storage medium storing computer instructions for causing a processor to implement the service request auto-ordering method of any one of claims 1-7 when executed.