CN117459639A

CN117459639A - Call center management method and system, electronic equipment and storage medium

Info

Publication number: CN117459639A
Application number: CN202311049059.5A
Authority: CN
Inventors: 黄占威
Original assignee: Pateo Connect Nanjing Co Ltd
Current assignee: Pateo Connect Nanjing Co Ltd
Priority date: 2023-08-18
Filing date: 2023-08-18
Publication date: 2024-01-26

Abstract

The embodiment of the application provides a call center management method and system, electronic equipment and storage medium. The method for managing the call center can comprise the following steps: in response to receiving the call signal, determining a target service system corresponding to the call signal according to call identification information carried by the call signal; and acquiring the requester information corresponding to the incoming call identification information carried by the call signal from the determined target service system, and displaying the requester information.

Description

Call center management method and system, electronic equipment and storage medium

Technical Field

The embodiment of the application relates to the related technical field of call centers, in particular to a management method and system of a call center, electronic equipment and a storage medium.

Background

With the development of science and technology, call centers have evolved into integrated systems that can provide various business services to subscribers. However, because the service systems corresponding to different service services are different, customer service of the call center often needs to be switched between different service systems when in operation, which can cause the whole operation process of the customer service to be complicated, and cause the customer service to be unable to respond to the problem raised by the user rapidly, thereby seriously affecting the answering time and service quality of the customer service.

Disclosure of Invention

Embodiments of the present application provide a method and system for managing a call center, an electronic device, and a storage medium that at least partially address at least one of the above-mentioned drawbacks or other drawbacks of the prior art.

A first aspect of the present application provides a method for managing a call center, including: in response to receiving the call signal, determining a target service system corresponding to the call signal according to call identification information carried by the call signal; and acquiring the requester information corresponding to the incoming call identification information carried by the call signal from the determined target service system, and displaying the requester information.

A second aspect of the present application provides a management system for a call center, comprising: the CTI abstract layer and the agent system, the CTI abstract layer is configured to: in response to receiving the call signal, determining a target service system corresponding to the call signal according to call identification information carried by the call signal, wherein the seat system is configured to: and acquiring the requester information corresponding to the incoming call identification information carried by the call signal from the determined target service system, and displaying the requester information.

A third aspect of the present application provides an electronic device comprising at least one processor and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to perform the method of managing a call center of the first aspect of the present application.

A fourth aspect of the present application provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements the method of managing a call center of the first aspect of the present application.

According to some embodiments of the present application, the target service system corresponding to the call signal may be determined in advance by using the call identifier information carried by the call signal, and then the requester information may be directly obtained and displayed from the determined target service system by using the call identifier information carried by the call signal. The method can shield the difference between different target service systems, so that the customer service does not need to switch between the different target service systems when providing multiple service services for the user, ensures that the customer service can quickly respond to the problems raised by the user, and improves the answering time and the service quality of the customer service.

It should be understood that what is described in this section is not intended to identify key features or essential features of the embodiments of the application, nor is it intended to be used to limit the scope of the application. Other features of the present application will become apparent from the description that follows.

Drawings

Other features, objects and advantages that are involved in the embodiments of the present application will become more apparent upon reading the detailed description of non-limiting embodiments with reference to the following drawings. In the drawings:

FIG. 1 is a schematic system architecture of a management system of a call center according to an exemplary embodiment of the present application;

FIG. 2 is a flow chart of a method of managing a call center according to an exemplary embodiment of the present application;

FIG. 3 is a flow chart of service access for users of different host plants according to an exemplary embodiment of the present application;

FIG. 4 is a schematic diagram of interactions of CTI abstraction layers, agent systems, and target business systems according to an example embodiment of the present application; and

fig. 5 is a schematic structural view of an electronic device according to an exemplary embodiment of the present application.

Detailed Description

For a better understanding of the present application, various aspects of the present application will be described in more detail with reference to the accompanying drawings. It should be understood that these detailed description are merely illustrative of exemplary embodiments of the application and are not intended to limit the scope of the application in any way. Like reference numerals refer to like elements throughout the specification. The expression "and/or" includes any and all combinations of one or more of the associated listed items.

Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.

In addition, embodiments and features of embodiments in the present application may be combined with each other without conflict. In addition, unless explicitly defined or contradicted by context, the particular steps included in the methods described herein are not necessarily limited to the order described, but may be performed in any order or in parallel. The present application will be described in detail below with reference to the accompanying drawings in conjunction with embodiments.

A call center is a call response center that is based on telephone access and provides telephone response services to subscribers, typically using computer telephony integration technology (Computer Telephony Integration, CTI), i.e., managing telephone calls and performing call-related business processes through computer technology. The call center can provide multiple business services for users, and business systems corresponding to different business services are different. When customer service of a call center provides service for different users, the customer service judges whether the business service corresponding to the current user is the same as the business service corresponding to the previous user in advance, and when the business service is different from the business service, the customer service switches a business system to the business system corresponding to the current user to work, so that the whole operation process is complicated, the customer service cannot respond to the problem raised by the user quickly, and answering time and service quality are seriously affected.

For example, a call center may receive business services from multiple projects or hosting factories at the same time, and customer service at the call center may be multiplexed for cost savings, i.e., one customer service needs to provide business services to users of multiple projects or hosting factories at the same time. Because the business systems corresponding to different projects or host factories are different, when customer service provides business service for users, the customer service needs to log in the business systems of a plurality of projects or host factories and switch among a plurality of business systems, which causes the whole operation process of the customer service to be more complicated and reduces the answering time and the service quality of the customer service.

In order to at least partially solve one or more of the above problems and other potential problems, the present application proposes a management method of a call center, which can shield differences between different service systems, so that when a customer service provides multiple service for a user, the customer service does not need to switch between the different service systems, and it is ensured that the customer service can quickly respond to the problems raised by the user, thereby improving the answering time and the service quality of the customer service.

Fig. 1 shows an architecture diagram of a management system 100 of a call center according to an exemplary embodiment of the present application. The management system 100 of the Call center can be applied to application scenes such as emergency rescue (E-Call) or road rescue (B-Call) of vehicles. The emergency rescue of the vehicle refers to that when the vehicle breaks down, an on-board system of the vehicle automatically (or manually) dials an emergency call, and meanwhile, fault information is sent to a call center through a voice channel. The road rescue of the vehicle refers to that when the vehicle breaks down, a user presses a one-key rescue button to send a rescue phone to the Internet of vehicles of the masses. It should be understood that the management system 100 of the call center may also be applied to other application scenarios, which are not limited in this application.

As shown in fig. 1, the call center management system 100 may include at least one private branch exchange (Private Branch Exchange, PBX) 10, at least one CTI server 20, a CTI abstraction layer 30, and an agent system 40.

Each private branch exchange 10 may be used to interface with the telephone network of a corresponding host factory and to access telephones that are called by subscribers corresponding to that host factory. The telephone that the user calls in may include, but is not limited to: a call telephone dialed by the mobile terminal; or a call placed by an on-board communication module of the vehicle, wherein the mobile terminal may include, but is not limited to, a smart phone or a smart watch. The call telephones dialed by the on-board communication module of the vehicle may include call telephones dialed by the on-board communication module as a result of an emergency call button of the vehicle being triggered; or a call placed by the in-vehicle communication module as a result of the vehicle detecting that the fault information satisfies at least one trigger condition. The triggering condition satisfied by the failure information may include at least one of information for indicating airbag ejection, a temperature in the vehicle being outside a target temperature range, a smoke concentration in the vehicle being greater than a concentration threshold, a speed of the vehicle being greater than a speed threshold, an acceleration of the vehicle being greater than an acceleration threshold, and a posture of the vehicle being an abnormal posture, wherein the information for indicating airbag ejection may include the number and position of the ejected airbags, and the abnormal posture is a roll-over state.

Each CTI server 20 can be used to organically combine a telephone switching system with a computer system, make full use of the telephone switching function of the switch and the data processing function of the computer system, not only can receive call information from the switch, but also can effectively control the call processing of the switch through the computer, including call forwarding, call termination, outgoing call and other services. Each CTI server 20 receives the output signal from the corresponding private branch exchange 10 and converts the output signal into a call signal of a protocol understood by a computer through protocol conversion, and also receives a call control instruction from the agent system 40, and processes the call through the computer control of the corresponding private branch exchange 10.

The CTI abstraction layer 30 is configured to receive call signals from at least one CTI server 20 and is configured to: and determining a target service system corresponding to the call signal according to the call identification information carried by the call signal in response to receiving the call signal. The call identification information may include, but is not limited to, a calling number, which may include the number of the host factory and/or an extension number. The target business systems may include, but are not limited to, business systems corresponding to each host factory, pre-sale, in-sale, after-sale, operation, etc. systems corresponding to each host factory.

Wherein the CTI abstraction layer 30 may be configured to: inquiring a pre-established management database to determine whether the management database has preset identification information which is consistent with the call identification information; and determining a preset service system corresponding to the preset identification information which accords with the call identification information as a target service system in response to determining that the preset identification information which accords with the call identification information exists in the management database. For example, when the call identifier information is the number of the host factory a, the CTI abstraction layer 30 determines, after determining that the management database has preset identifier information corresponding to the number of the host factory a, a preset service system corresponding to the preset identifier information corresponding to the number of the host factory a as the target service system, where the target service system is the service system corresponding to the host factory a (i.e., the service system a). For another example, when the call identifier information is the number+extension a of the host factory a, the CTI abstraction layer 30 determines, after determining that the management database has preset identifier information corresponding to the number and extension a of the host factory a, a preset service system corresponding to the preset identifier information corresponding to the number and extension a of the host factory a as the target service system, where the target service system is an after-sales system (after-sales system a) corresponding to the host factory a.

The seat system 40 is configured to: the method comprises the steps of obtaining requester information corresponding to incoming call identification information carried by a call signal from a determined target service system, and displaying the requester information, wherein the incoming call identification information can comprise, but is not limited to, an incoming call number, and the incoming call number can comprise a number of a user. Upon receiving the requester information, the agent system 40 may display the requester information in a pop-up window.

Wherein the seating system 40 may be configured to: initiating a request for acquiring the information of the requester corresponding to the incoming call identification information to a target service system; and receiving the requester information fed back by the target service system based on the request from the target service system. The requestor information may include at least one of identity information, vehicle information, historical work order information, or order information, which may include, but is not limited to, the name or identification number of the user.

The agent system 40 has only one application program interface, and the application program interface calling the agent system 40 can initiate a request for acquiring the requester information corresponding to the caller identification information to different target service systems, in other words, different target service systems all correspond to the same application program interface. By providing uniform application program interfaces for different target service systems, a uniform office environment can be presented for customer service, so that the answering efficiency and service quality of the customer service are improved, and the satisfaction of users is further improved.

When the types of the target service systems are different, the types of the requester information received from the target service systems are different, so that service services can be provided for users more pertinently. For example, when the target service system is an after-sales system corresponding to each host factory, the requester information may include identity information and historical work order information, for example; when the target service system is a in-sale system corresponding to each host factory, the requester information may include identity information and work order information, for example.

The management system of the call center can provide a unified workbench for customer service of the call center, and shields the difference between different target service systems, so that the customer service does not need to be switched between the different target service systems when in operation, and the answering time and the service quality of the customer service are improved. Meanwhile, the system can also improve the multiplexing proportion of customer service to the greatest extent and reduce the cost.

Fig. 2 shows a flow diagram of a method 1000 of managing a call center according to an exemplary embodiment of the present application. It should be understood that the call center management method 1000 may also include additional steps not shown and/or may omit steps shown, as the scope of the present application is not limited in this respect. The Call center management method 1000 may be applied to application scenarios such as emergency rescue (E-Call) or road rescue (B-Call) of a vehicle, and it should be understood that the Call center management method 1000 may also be applied to other application scenarios, which are not limited in this application.

As shown in fig. 2, the call center management method 1000 may include:

s100, responding to the received call signal, and determining a target service system corresponding to the call signal according to the call identification information carried by the call signal.

S200, acquiring the requester information corresponding to the caller identification information carried by the call signal from the determined target service system, and displaying the requester information.

According to the call center management method, the target service system corresponding to the call signal can be determined in advance by using the call identification information, and the requester information can be directly acquired and displayed from the determined target service system by using the call identification information. The method can shield the difference between different target service systems, so that the customer service does not need to switch between the different target service systems when providing multiple service services for the user, thereby ensuring that the customer service can quickly respond to the problems raised by the user and improving the answering time and the service quality of the customer service.

Steps S100 to S200 of the exemplary embodiment of the present application are exemplarily described below.

S100, in response to receiving the call signal, determining a call signal according to the call identification information carried by the call signal Target service system corresponding to number。

The user initiates a call request to a host factory through a mobile terminal or an in-vehicle communication module of the vehicle, wherein the mobile terminal may include, but is not limited to, a smart phone or a smart watch. The call request initiated by the user through the on-board communication module of the vehicle includes a call request initiated by the on-board communication module due to an emergency call button of the vehicle being triggered, or a call request initiated by the on-board communication module due to the vehicle detecting that the fault information satisfies at least one triggering condition. The triggering condition satisfied by the failure information includes at least one of information for indicating airbag ejection, a temperature in the vehicle being outside a target temperature range, a smoke concentration in the vehicle being greater than a concentration threshold, a speed of the vehicle being greater than a speed threshold, an acceleration of the vehicle being greater than an acceleration threshold, and a posture of the vehicle being an abnormal posture, wherein the information for indicating airbag ejection may include the number and positions of the ejected airbags, and the abnormal posture is a rollover state.

The call request carries identification information such as a host factory number, and the host factory corresponding to the call request can be determined according to the identification information, and the call request is routed to the private branch exchange 10 corresponding to the host factory. The private branch exchange 10 then sends the call request to the CTI server 20 corresponding to the host factory, and the CTI server 20 converts the call request into a call signal of a protocol that can be understood by the computer through protocol conversion.

The call signal from the CTI server 20 is received through the CTI abstraction layer 30, and after the call signal is received, a target service system corresponding to the call signal is determined according to the call identification information carried by the call signal. The call identification information may include, but is not limited to, a calling number, which may include the number of the host factory and/or an extension number. The target business systems may include, but are not limited to, business systems corresponding to each host factory, pre-sale, in-sale, after-sale, operation, etc. systems corresponding to each host factory.

The CTI abstraction layer 30 determines whether the management database has preset identification information corresponding to the call identification information by querying a pre-established management database, and determines a preset service system corresponding to the preset identification information corresponding to the call identification information as a target service system after determining that the management database has the preset identification information corresponding to the call identification information. For example, when the call identifier information is the number of the host factory a, the CTI abstraction layer 30 determines, after determining that the management database has preset identifier information corresponding to the number of the host factory a, a preset service system corresponding to the preset identifier information corresponding to the number of the host factory a as the target service system, where the target service system is the service system corresponding to the host factory a (i.e., the service system a). For another example, when the call identifier information is the number+extension a of the host factory a, the CTI abstraction layer 30 determines, after determining that the management database has preset identifier information corresponding to the number and extension a of the host factory a, a preset service system corresponding to the preset identifier information corresponding to the number and extension a of the host factory a as the target service system, where the target service system is an after-sales system (i.e., after-sales system a) corresponding to the host factory a.

S200, acquiring a request corresponding to the incoming call identification information carried by the call signal from the determined target service system Person information and display the requestor information.

A request for obtaining requester information corresponding to the caller identification information is initiated to the target service system by the agent system 40, wherein the caller identification information may include, but is not limited to, a caller number, which may include a user's number. The agent system 40 has only one application program interface, and the application program interface calling the agent system 40 can initiate a request for acquiring the requester information corresponding to the caller identification information to different target service systems, in other words, different target service systems all correspond to the same application program interface. By providing uniform application program interfaces for different target service systems, a uniform office environment can be presented for customer service, so that the answering efficiency and service quality of the customer service are improved, and the satisfaction of users is further improved.

The agent system 40 may receive, from the target business system, requester information that the target business system feeds back based on the request, wherein the requester information may include at least one of identity information, vehicle information, historical work order information, or order information, and the identity information may include, but is not limited to, a name or an identification number of the requester. When the types of the target service systems are different, the types of the requester information received from the target service systems are different, so that service services can be provided for the requester more pertinently. For example, when the target service system is an after-sales system corresponding to each host factory, the requester information may include identity information and historical work order information, for example; when the target service system is a in-sale system corresponding to each host factory, the requester information may include identity information and work order information, for example. Finally, upon receiving the requestor information, the agent system 40 may display the requestor information in a pop-up window.

Fig. 3 shows a schematic flow diagram of service access for users of different host factories. The following describes a call center management method 1000 using host factory a, host factory B, and host factory C as examples. In this case, the service systems may include service systems corresponding to the three host factories, and systems corresponding to the three host factories, such as pre-sale, in-sale, after-sale, and operation.

The user initiates a call request through the mobile terminal or the vehicle-mounted communication module of the vehicle. The call request carries identification information such as a host factory number, and the host factory corresponding to the call request can be determined according to the identification information. When the identification information is the number of the host factory a, the host factory corresponding to the call request is the host factory a, and the call request can be routed to the user exchange a and the CTI server a corresponding to the host factory a. When the identification information is the number of the host factory B, the host factory corresponding to the call request is the host factory B, and the call request can be routed to the private branch exchange B and the CTI server B corresponding to the host factory B. When the identification information is the number of the host factory C, the host factory corresponding to the call request is the host factory C, and the call request can be routed to the private branch exchange C and the CTI server C corresponding to the host factory C.

And the CTI abstract layer receives the call signal from the CTI server, and after receiving the call signal, determines a target service system corresponding to the call signal according to the call identification information carried by the call signal. For example, the call identifier information is the number of the host factory a+the extension number a, and the CTI abstraction layer determines that the target service system is an after-sales system (i.e., after-sales system a) corresponding to the host factory a.

The seat system initiates a request for acquiring the requester information corresponding to the caller identification information to the after-sales system corresponding to the host factory A, and receives the requester information fed back by the after-sales system based on the request from the after-sales system corresponding to the host factory A, wherein the caller identification information can comprise, but is not limited to, a caller number, and the caller number can comprise the number of a user; the requestor information may include identity information and historical work order information, and the identity information may include, but is not limited to, the name or identification number of the requestor. Finally, after receiving the information of the requester, the seat system can display the information of the requester in a popup window mode.

FIG. 4 shows a schematic interaction diagram of a CTI abstraction layer, an agent system, and a target business system. The call center management method 1000 is described below in terms of the interaction process of the CTI abstraction layer, the agent system, and the target business system.

S410, after receiving the call signal, the CTI abstract layer determines a target service system corresponding to the call signal according to the call identification information carried by the call signal.

S420, the agent system initiates a first request for acquiring a target service system corresponding to the call signal to the CTI abstract layer.

And S430, after receiving the first request, the CTI abstract layer feeds back a target service system corresponding to the call signal to the seat system.

S440, after receiving the information of the target service system corresponding to the call signal, the agent system initiates a second request for acquiring the information of the requester corresponding to the caller identification information to the target service system.

S450, after receiving the second request, the target service system feeds back the requester information corresponding to the caller identification information to the seat system.

S460, after receiving the information of the requester, the seat system displays the information of the requester in a popup window mode.

The above steps of the methods are divided, for clarity of description, and may be combined into one step or split into multiple steps when implemented, so long as they include the same logic relationship, and they are all within the protection scope of this patent; it is within the scope of this patent to add insignificant modifications to the algorithm or flow or introduce insignificant designs, but not to alter the core design of its algorithm and flow.

An exemplary embodiment of the present application also provides an electronic device including at least one processor and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to perform one or more steps of the call center management method 1000 described above.

The exemplary embodiments of the present application also provide a computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements one or more steps of the call center management method 1000 described above.

Fig. 5 schematically illustrates a block diagram of an electronic device 500 suitable for use in implementing exemplary embodiments of the present application. As shown in fig. 5, the electronic device 500 includes a processor 501 that may perform various suitable steps and processes in accordance with computer program instructions stored in a Read Only Memory (ROM) 502 or loaded from a memory 508 into a Random Access Memory (RAM) 503. In the RAM 503, various programs and data required for the operation of the electronic device 500 may also be stored. The processor 501, ROM 502, and RAM 503 are connected to each other by a bus 504. An input/output (/ O) interface 505 is also connected to the bus 504.

A number of components in the electronic device 500 are connected to the/O interface 505, including: an input unit 506; an output unit 507; a memory 508, such as a magnetic disk, optical disk, etc.; and a communication unit 509 such as a network card, modem, wireless communication transceiver, etc. The communication unit 509 allows the electronic device 500 to exchange information/data with other devices via a computer network such as the internet and/or various telecommunication networks.

The processor 501 may be a variety of general and/or special purpose processing components having processing and computing capabilities. Some examples of processor 501 include, but are not limited to, a Central Processing Unit (CPU), a Graphics Processing Unit (GPU), various specialized artificial intelligence (A) computing chips, various processors running machine learning model algorithms, digital Signal Processors (DSPs), and any suitable processor, controller, microcontroller, etc. The processor 501 may perform the various methods and processes described above, such as performing one or more steps of the call center management method 1000 described above. For example, in some embodiments, one or more steps of the call center management method 1000 described above may be implemented as a computer software program stored on a machine-readable medium, such as the memory 508. In some embodiments, part or all of the computer program may be loaded and/or installed onto the electronic device 500 via the ROM 502 and/or the communication unit 509. When the computer program is loaded into RAM 503 and executed by processor 501, one or more steps of the call center management method 1000 described above may be performed. Alternatively, in other embodiments, processor 501 may be configured to perform one or more steps of call center management method 1000 described above in any other suitable manner (e.g., by means of firmware).

Various aspects of the present application are described herein with reference to flowchart illustrations and/or step diagrams of methods, apparatus (systems) and computer program products according to exemplary embodiments of the application. It will be understood that each step of the flowchart and/or step diagrams, and combinations of steps in the flowchart and/or step diagrams, can be implemented by computer readable program instructions.

These computer readable program instructions may be provided to a processor in a voice interaction device, a processing unit of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, when executed by the processing unit of the computer or other programmable data processing apparatus, create means for implementing the functions/steps specified in the flowchart and/or step diagram block or blocks. These computer-readable program instructions may also be stored in a computer-readable storage medium that can direct a computer, programmable data processing apparatus, and/or other devices to function in a particular manner, such that the computer-readable medium having the instructions stored therein includes an article of manufacture including instructions which implement the function/act specified in the flowchart and/or step diagram block or blocks.

The computer readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other devices to cause a series of operational steps to be performed on the computer, other programmable apparatus or other devices to produce a computer implemented process such that the instructions which execute on the computer, other programmable apparatus or other devices implement the functions/steps specified in the flowchart and/or step diagram block or blocks.

The flowcharts and step diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of devices, methods and computer program products according to various embodiments of the present application. In this regard, each step in the flowchart or step diagrams may represent a module, segment, or portion of instructions, which comprises one or more executable instructions for implementing the specified logical function(s). In some alternative implementations, the functions noted in the steps may occur out of the order noted in the figures. For example, two consecutive steps may in fact be performed substantially in parallel, they may sometimes also be performed in the opposite order, depending on the function involved. It will also be noted that each step of the step diagrams and/or flowchart illustration, and combinations of steps in the step diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

The above description is only illustrative of the exemplary embodiments of the present application and of the principles of the technology employed. It should be understood by those skilled in the art that the scope of protection referred to in this application is not limited to the specific combination of the above technical features, but also encompasses other technical solutions formed by any combination of the above technical features or their equivalents without departing from the technical concept. Such as the above-described features and technical features having similar functions (but not limited to) disclosed in the present application are replaced with each other.

Claims

1. A method for managing a call center, comprising:

in response to receiving a call signal, determining a target service system corresponding to the call signal according to call identification information carried by the call signal; and

and acquiring the requester information corresponding to the incoming call identification information carried by the call signal from the determined target service system, and displaying the requester information.

2. The method of claim 1, wherein determining a target service system corresponding to the call signal based on call identification information carried by the call signal comprises:

inquiring a pre-established management database to determine whether the management database has preset identification information which accords with the call identification information; and

and in response to determining that the management database has preset identification information which accords with the call identification information, determining a preset service system corresponding to the preset identification information which accords with the call identification information as the target service system.

3. The method of claim 1, wherein obtaining, from the determined target service system, requester information corresponding to incoming call identification information carried by the call signal comprises:

initiating a request for acquiring the requester information corresponding to the caller identification information to the target service system; and

and receiving the requester information fed back by the target service system based on the request from the target service system.

4. The method of claim 3, wherein initiating a request to the target business system to obtain the requestor information corresponding to the incoming call identification information comprises:

and calling an application program interface of the seat system and initiating a request for acquiring the requester information corresponding to the caller identification information to the target service systems, wherein different target service systems correspond to the same application program interface.

5. The method of claim 3, wherein receiving the requestor information from the target business system that the target business system feeds back based on the request comprises:

and when the types of the target service systems are different, the types of the requester information received from the target service systems are different.

6. The method of claim 3, wherein the requestor information includes at least one of identity information, vehicle information, historical work order information, or order information.

7. The method of any of claims 1-6, wherein the call signal is configured to:

a call request initiated by the mobile terminal; or alternatively

Resulting from a call request initiated by an on-board communication module of the vehicle,

wherein the call request initiated by the on-board communication module of the vehicle includes a call request initiated by the emergency call button of the vehicle being triggered or a call request initiated by the vehicle detecting that the fault information satisfies at least one trigger condition.

8. The method of any of claims 1-6, wherein the call identification information comprises a call number and the incoming identification information comprises an incoming number.

9. A system for managing a call center, comprising:

a CTI abstraction layer configured to: determining a target service system corresponding to a call signal according to call identification information carried by the call signal in response to receiving the call signal; and

a seat system configured to: and acquiring the requester information corresponding to the incoming call identification information carried by the call signal from the determined target service system, and displaying the requester information.

10. The system of claim 9, wherein the CTI abstraction layer is further configured to: inquiring a pre-established management database to determine whether the management database has preset identification information which accords with the call identification information; and determining a preset service system corresponding to the preset identification information which accords with the call identification information as the target service system in response to determining that the preset identification information which accords with the call identification information exists in the management database.

11. The system of claim 9, wherein the agent system is further configured to: initiating a request for acquiring the requester information corresponding to the caller identification information to the target service system; and receiving the requester information fed back by the target service system based on the request from the target service system.

12. An electronic device, comprising:

at least one processor; and

a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to perform the method of any one of claims 1 to 8.

13. A computer readable storage medium storing a computer program, which when executed by a processor, implements the method of any one of claims 1 to 8.