CN211087302U - Repeated incoming call preprocessing device based on 95598 work order and translation text - Google Patents
Repeated incoming call preprocessing device based on 95598 work order and translation text Download PDFInfo
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- CN211087302U CN211087302U CN202020212702.7U CN202020212702U CN211087302U CN 211087302 U CN211087302 U CN 211087302U CN 202020212702 U CN202020212702 U CN 202020212702U CN 211087302 U CN211087302 U CN 211087302U
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- incoming call
- shell
- module
- display screen
- call preprocessing
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Abstract
The utility model relates to a repeated incoming call preprocessing device based on 95598 work orders and translation text for it has the lower problem of efficiency to solve the customer service personnel and carry out repeated incoming call preprocessing through the computer. The repeated incoming call preprocessing device based on the 95598 work order and the translated text comprises a shell, wherein a voice receiver, a function key and a display screen are arranged on the upper surface of the shell, a loudspeaker and an I/O interface are arranged on the side wall of the shell, a control panel connected with the display screen, the loudspeaker and the I/O interface is arranged in the shell, a central processing unit, a Bluetooth module, a WiFi module, a 5G communication module and a memory are arranged on the control panel, and the central processing unit is communicated with a base station through the 5G communication module; the central processing unit is connected with the terminal server through the WiFi module.
Description
Technical Field
The utility model belongs to the mobile communication field, concretely relates to repeated incoming call preprocessing device based on 95598 work order and translation text.
Background
At present, national network companies initially establish an electric power customer service center with the largest world service population, the most complete functions and the highest efficiency, and realize 95598 whole-network whole-business centralized operation. With the reform of power system, the development of market economy and the improvement of the living standard of people, the social circles and the public have higher and higher requirements on power supply service, and the level of the power supply service becomes an important factor for determining the core competitive power of enterprises. The processing efficiency and quality of the 95598 work order are directly related to the high-quality service and customer perception of the power customer. By recording the client information and the incoming call content, a database of the client incoming call information can be formed. When a client repeatedly calls, customer service personnel can make a response preparation (preprocessing) in advance according to the database, so that the efficiency of solving the problems of the client is improved, but at present, no device capable of supporting the function exists, and the customer service personnel is generally required to inquire by a computer in advance, so that the efficiency is low, and the operation is inconvenient.
SUMMERY OF THE UTILITY MODEL
The utility model aims at providing a repeated incoming call preprocessing device based on 95598 work order and translation text to solve the customer service personnel and carry out repeated incoming call preprocessing through the computer and have the lower problem of efficiency.
In order to achieve the above purpose, the technical scheme of the utility model is that:
A repeated incoming call preprocessing device based on 95598 work orders and translated texts comprises a shell, wherein a voice receiver, function keys and a display screen are arranged on the upper surface of the shell, a loudspeaker and an I/O interface are arranged on the side wall of the shell, a control panel connected with the display screen, the loudspeaker and the I/O interface is arranged in the shell, a central processing unit, a Bluetooth module, a WiFi module, a 5G communication module and a memory are arranged on the control panel, and the central processing unit is communicated with a base station through the 5G communication module; the central processing unit is connected with the terminal server through the WiFi module.
Preferably, the voice receiver is provided with a Bluetooth module.
Preferably, the voice receiver is arranged on the left side of the upper surface of the shell, the function keys are arranged on the right side of the upper surface of the shell, and the display screen is arranged in the middle of the upper surface of the shell.
Preferably, the side wall of the shell is also provided with a headset jack.
Preferably, the terminal server is internally provided with a data storage module, a voice recognition module and a data management module, and the data management module stores the information recorded by the voice recognition module to the data storage module.
Preferably, the I/O interface comprises a USB socket and a network cable socket, and the side wall of the shell is also provided with a power socket.
The utility model has the advantages that:
The utility model provides a repeated incoming call preprocessing device based on 95598 work orders and translated texts, through setting up the control panel and the terminal server connected with the control panel, can select self-service or manual service by the customer when the customer calls in; after the system of the device automatically connects the incoming call of the client, the client can select according to a common problem menu preset by the system, and the system sends a preset scheme to the client after selection; the client can also consult according to the user-defined problem, the data management module searches and compares the problem of the client in the historical problems stored in the data storage module, and sends the adaptive result to the client; when the self-service can not meet the requirements of the customers, the customers can seek help through manual service; when the customer is switched to the manual service, the data management module sends the relevant information of the customer to the control panel and displays the information in a classified manner through the display screen; after the customer service staff is connected, the customer is served according to the customer information on the display screen; therefore, when the client repeatedly calls, the customer service personnel can make reply preparation in advance according to the data in the terminal server, the device is convenient to operate and high in practicability, and the efficiency of the customer service personnel for solving the problems of the client can be greatly improved.
Drawings
Fig. 1 is a schematic structural diagram of a repeated incoming call preprocessing device based on 95598 work orders and translated texts according to the present invention.
The reference numbers are as follows:
1-shell, 2-voice receiver, 3-function key and 4-display screen.
Detailed Description
The invention is described in further detail below with reference to the following figures and specific examples:
A repeated incoming call preprocessing device based on a 95598 work order and a translated text is shown in fig. 1 and comprises a shell 1, wherein a voice receiver 2, a function key 3 and a display screen 4 are arranged on the upper surface of the shell 1, the voice receiver 2 is arranged on the left side of the upper surface of the shell 1, the function key 3 is arranged on the right side of the upper surface of the shell 1, and the display screen 4 is arranged in the middle of the upper surface of the shell 1. The layout mode is convenient for customer service personnel to operate the device.
The voice receiver 2 is provided with a Bluetooth module. The Bluetooth module is convenient for customer service personnel to carry out wireless communication.
The side wall of the shell 1 is provided with a loudspeaker, an I/O interface, a power socket and an earphone jack, wherein the I/O interface comprises a USB (universal serial bus) jack and a network cable jack.
The headset jack is convenient for customer service personnel to communicate through the headset, and further the problem that the voice receiver 2 needs to be held by hands can be avoided.
The display screen 4 is a touch display screen, and the touch display screen can facilitate human-computer interaction of customer service personnel.
A control panel connected with the display screen 4, the loudspeaker and the I/O interface is arranged in the shell 1, a central processing unit, a Bluetooth module, a WiFi module, a 5G communication module and a memory are arranged on the control panel, and the central processing unit is communicated with the base station through the 5G communication module; the central processing unit is connected with the terminal server through the WiFi module.
The terminal server is internally provided with a data storage module, a voice recognition module and a data management module, and the data management module stores the information recorded by the voice recognition module to the data storage module.
The data management module inquires the problems of the client in the data stored in the data storage module through key word searching, synonym replacing and other modes based on artificial intelligence, sends the inquiry result to the client, and meanwhile, the data management module can register and evaluate the service of the client by combining repeated calls and suspected complaints, and constructs a service situation upgrading rule base and a basic service knowledge management base. The data management module analyzes and identifies keywords in the work order acceptance content according to the work order number in combination with the identification rule, the associated recording and the handling time, performs positioning analysis on key information such as incoming call reasons and repair places, performs repeated incoming call analysis in combination with the channel following information of the recorded work order, and further can provide more accurate service for customers. Meanwhile, under the condition of the correction of customer service personnel, the data management module analyzes whether the client appeal is possible to be upgraded or not by changing the client appeal of the similar repeated incoming calls, and pre-warns the client information with possible service upgrade to remind the customer service personnel to pay attention.
The customer service staff can store 95598 work order data, 95598 intelligent voice analysis data, IVR data, recording data and related business experience data into the data storage module with the assistance of the voice recognition module, and classify according to personal information of customers, such as addresses, work units, ages and the like of the customers.
The utility model discloses a repeated incoming call preprocessing device working method based on 95598 work order and translation text is as follows:
The system of the device is set to two service modes: self-service and manual service, and the customer can select one service mode when calling. Or the system is set to provide self-service preferentially, and when the self-service cannot meet the customer requirements, the system can be converted into self-service.
After the device system automatically connects a client call, the client can select according to a common problem menu preset by the system, and the system sends a preset scheme to the client after selection; the client can also self-define the problem to consult, the data management module searches and compares the problem consulted by the client in the historical problems stored in the data storage module, and sends the adapted result to the client, and when the self-service can not meet the requirement of the client, the client can ask for help through manual service.
When the customer is switched to the manual service, the data management module sends the relevant information of the customer to the control panel and displays the information in a classified mode through the display screen. And after the customer service staff is connected, the customer is served according to the customer information on the display screen. Therefore, when the client repeatedly calls, the customer service personnel can make reply preparation in advance according to the data in the terminal server, the device is convenient to operate and high in practicability, and the efficiency of the customer service personnel for solving the problems of the client can be greatly improved.
The above is only the embodiment of the present invention, and is not the limitation of the protection scope of the present invention, all the equivalent structure changes made in the contents of the specification and the drawings, or the direct or indirect application in other related technical fields are included in the patent protection scope of the present invention.
Claims (6)
1. A repeated incoming call preprocessing device based on 95598 work orders and translation texts is characterized in that: the mobile phone comprises a shell (1), wherein a voice receiver (2), a function key (3) and a display screen (4) are arranged on the upper surface of the shell (1), a loudspeaker and an I/O interface are arranged on the side wall of the shell (1), a control panel connected with the display screen (4), the loudspeaker and the I/O interface is arranged in the shell (1), a central processing unit, a Bluetooth module, a WiFi module, a 5G communication module and a memory are arranged on the control panel, and the central processing unit is communicated with a base station through the 5G communication module; the central processing unit is connected with the terminal server through the WiFi module.
2. The device for repetitive incoming call preprocessing based on 95598 work orders and translation texts as claimed in claim 1, wherein: the voice receiver (2) is provided with a Bluetooth module.
3. The device for repetitive incoming call preprocessing based on 95598 work orders and translation texts as claimed in claim 2, wherein: voice receiver (2) sets up in the left side of casing (1) upper surface, and function button (3) set up in the right side of casing (1) upper surface, and display screen (4) set up in the middle part of casing (1) upper surface.
4. The device for repetitive incoming call preprocessing based on 95598 work orders and translation texts as claimed in claim 3, wherein: the side wall of the shell (1) is also provided with an earphone jack.
5. The device for repetitive incoming call preprocessing based on 95598 work orders and translation texts as claimed in claim 4, wherein: the terminal server is internally provided with a data storage module, a voice recognition module and a data management module, and the data management module stores the information recorded by the voice recognition module to the data storage module.
6. The device for repetitive incoming call preprocessing based on 95598 work orders and translation texts as claimed in claim 5, wherein: the I/O interface comprises a USB socket and a network cable socket, and the side wall of the shell (1) is also provided with a power socket.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202020212702.7U CN211087302U (en) | 2020-02-26 | 2020-02-26 | Repeated incoming call preprocessing device based on 95598 work order and translation text |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202020212702.7U CN211087302U (en) | 2020-02-26 | 2020-02-26 | Repeated incoming call preprocessing device based on 95598 work order and translation text |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN211087302U true CN211087302U (en) | 2020-07-24 |
Family
ID=71630552
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202020212702.7U Expired - Fee Related CN211087302U (en) | 2020-02-26 | 2020-02-26 | Repeated incoming call preprocessing device based on 95598 work order and translation text |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN211087302U (en) |
-
2020
- 2020-02-26 CN CN202020212702.7U patent/CN211087302U/en not_active Expired - Fee Related
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| GR01 | Patent grant | ||
| GR01 | Patent grant | ||
| CF01 | Termination of patent right due to non-payment of annual fee | ||
| CF01 | Termination of patent right due to non-payment of annual fee |
Granted publication date: 20200724 Termination date: 20210226 |