TWM534864U - Customer service system - Google Patents

Abstract

The present application provides a customer service system comprising an interactive voice response (IVR) unit, an information examination unit and a display, wherein the information examination unit is to examine a customer information received by the IVR unit, identify a customer profile corresponding to the customer information, retrieve the customer profile, predict the user's request based on the retrieved customer profile and the customer information. The customer service system of the present application is applied to predict the user's need for customer service, therefore the system is able to shorten the user's waiting time and reduce the processing time of the customer service agent.

Description

Customer service system

The present invention relates to a customer service system, and more particularly to a customer service system that predicts customer needs.

The customer service system (customer service system) can be applied to customer service departments in many industries, such as life insurance, banking, securities, transportation, and communications. The familiar customer service mode includes telephone voice, network instant messaging, and professional customer service personnel. However, as customer service departments approach customers more and more, the content of customer service departments becomes more complex, which may include customer complaints, telephone marketing, product and service consulting, data changes, market research, and payment. A company with a large number of customers may set up its own customer service department, while some companies may be appointed to an external customer service center to handle related business. However, whether it is an internal or external customer service center, customer service personnel may be required to use different customer service tools, and must face complex and diverse customer needs.

Considering the use of the customer service system is usually related to customer satisfaction. It is important to shorten the customer's contact waiting time and shorten the processing time of the customer service. For example, the interactive voice response (IVR) is used. Let the user pre-instruct their customer service needs by means of button operations or instructions. However, the user may choose an incorrect command, and even many users will ignore this step and ask for direct contact with the customer service. Personnel contact, therefore, the customer service staff can still not predict their customer service needs when they contact with the customer, and thus can not shorten the time course of event processing.

Accordingly, there is still a need for improvements in the customer service system.

The novel predictive customer service demand customer service system includes: an interactive voice response unit for providing a user with customer information; a data checking unit for checking the customer data and identifying the customer data corresponding to The customer profile captures the customer profile and predicts the customer's customer service requirements based on the retrieved profile and the customer profile; and a display device for displaying the predicted customer service demand.

The operating method of the system is as follows: a user provides customer data through an interactive voice response unit; a data checking unit checks the customer data; and identifies a customer file corresponding to the customer data in the database; The customer profile is retrieved; the customer service demand of the user is predicted based on the selected file and the customer data; and the predicted customer service demand is presented to a customer service staff.

In an embodiment, the system may further include a database, the content of which may be determined according to actual use, and may be different due to the industry of the customer service system application. Generally, the database stores customer files, including but not limited to, customer identity information (such as ID number, membership number, basic information such as birthday, contact number, address, etc.), goods or services purchased or used. Information (such as policy number, policy content, financial products, financial lending, insurance claims services, etc.), consumption records (such as date, location, payment method, etc.), activity records (such as application claims, etc.), customer service system contact records (such as passengers) Litigation, consultation, etc.

In one embodiment, the user can contact the customer service system via a telephone, a network, an application (APP), or the like. In one embodiment, the user can contact the customer service system using a device such as a telephone, cell phone, computer, smart watch, or the like.

In an embodiment, the user dials to the customer service system by, for example, a telephone, and first contacts the interactive voice response (IVR) unit by using a telephone button (eg, numbers 0-9, # key, * Enter the customer information, for example but not limited, such as ID number, date of birth, policy number, product serial number, etc. Depending on the actual needs, the IVR unit can also be layered or set according to steps for the user to select an operation item and require the user to input multiple customer information. Then, the checking unit checks the customer information received by the IVR unit.

In an embodiment, the data checking unit compares and screens the customer data provided by the user with the customer file of the database.

The data checking unit may identify the customer file corresponding to the customer data in the database, and retrieve the customer file. In an embodiment, the data checking unit only captures part of the content of the customer file, and the capturing part may be preset according to actual conditions. In an embodiment, taking the insurance industry as an example, a customer file may include a policy number, insurance content, beneficiary information, payment status, claim record, etc., and in the customer service system, the data checking unit may be set. Only the policy number, payment status, and expiration status are captured. In an embodiment, the data checking unit may be configured to check specific conditions, such as a policy payment status. In still another embodiment, it may be more specifically to check the policy payment period of the customer, whether the user is in a specific period of time when contacting the customer service system, for example, the contact date is within 10 days before the date of the premium deduction. The foregoing is merely an illustrative and non-limiting embodiment, and the checking conditions may be set according to the application industry and actual conditions of the customer service system.

In an embodiment, the data checking unit may analyze the content of the identified customer file and the customer data, and predict the customer service demand of the user. In an embodiment, when the data checking unit checks that the user contacts the customer service system, the contact date is within 10 days before the date of the customer premium deduction, and the customer service demand of the user may be predicted to be related to the premium payment. . The data checking unit may further transmit the prediction result and related information (for example, the detailed information of the customer service demand of the forecast, the solution, etc.) to the display device.

In an embodiment, the display device is configured to display the predicted customer service demand to the customer service personnel, and may also display information related to the predicted customer service demand information, a solution, and the like as needed. In an embodiment, the display device is a computer and a screen thereof.

By using the customer service system and method of the present invention, the customer service demand can be predicted, the contact waiting time of the customer and the data inquiry time of the customer service personnel are effectively shortened, the processing efficiency of the customer service business is improved, and the customer satisfaction is improved.

11‧‧‧Interactive voice response unit

12‧‧‧ Data Inspection Unit

13‧‧‧Display device

14‧‧‧Database

21‧‧‧Users

22‧‧‧Customer Service

23‧‧‧Customer Database

Figure 1 is a diagram showing a customer service system that predicts customer service needs in accordance with an embodiment of the present invention.

Figure 2 is a diagram showing a customer service system that predicts customer service needs in accordance with an embodiment of the present invention.

Hereinafter, the present invention will be described in detail by way of examples with reference to the drawings.

Example

Taking the insurance industry as an example, the new customer service system is adopted.

Referring to FIG. 1 , an insurance customer or a general user can use the telephone to call the insurance company's customer service phone, and use the interactive voice response (IVR) unit 11 to allow the user to listen to, click or send the phone button information according to the voice operation prompt. Pre-set interactive process, including entering the ID number.

The data check unit 12 performs on-the-spot check and database 14 inquiry, and analyzes the customer's policy status, insurance behavior, and cabinet contact records, such as premium payment status, maturity payment consultation, claims service, etc., to predict customer customer service. The target needs of the center.

In an embodiment, the check item may include a payment status, and the check condition is “within 9 days before the premium deduction date” or “within 6 days after the premium deduction date”. In an embodiment, the check item may include a maturity period, and the check condition is "within 14 days before the expiration date" or "1 month after the expiration date".

The customer database 14 has collected and integrated customer features and applied the customer's single view database for data retrieval, which is then displayed on the display device 13. In the embodiment, the customer service system screen can be displayed, and the customer service personnel are actively prompted to facilitate the customer service personnel to instantly grasp the target needs of the customer. In an embodiment, after checking and forecasting, the information displayed to the customer service personnel may cover the "payment status", and the details may include the policy number, the payment amount, the deduction date, the contract validity, the next deduction date, and the transfer. Categories, etc. In another embodiment, the display information may cover an "expiration", and the item may include a policy number, a expiration date, a beneficiary, and the like.

According to this, when the user asks about the policy payment status, the customer service staff can immediately and promptly reply and explain according to the displayed information, which can effectively shorten the time of customer inquiry and waiting, and greatly improve the processing efficiency of the customer service business. Even if the user did not ask a prediction question, The customer service staff can further explore whether the customer is aware of the existence of the problem and remind them to actively care for the potential needs of the customer and improve customer satisfaction.

In addition, referring to FIG. 2, when the user 21 uses the customer service system to contact the customer service staff 22 and complete the customer service operation, the customer service personnel can further return the content and record of the customer service operation to the customer database 23, and In addition to supporting the customer service system, the customer database 23 can be applied to other related businesses that are in contact with customers as needed.

The new type breaks the traditional customer service center service mode. The customer service center is transformed from the passive request of the user to the service request to actively predict the user's demand, which can effectively shorten the time of customer inquiry and waiting, greatly improve the efficiency of customer service processing, and can actively care. Customer's potential needs, which in turn increase customer satisfaction.

The above specific embodiments are intended to describe the present invention in detail, however, these embodiments are for illustrative purposes only and are not intended to limit the invention. It will be understood by those skilled in the art that various changes and modifications may be made to the present invention without departing from the scope of the appended claims.

11‧‧‧Interactive voice response unit

12‧‧‧ Data Inspection Unit

13‧‧‧Display device

14‧‧‧Database

Claims (4)

A customer service system comprising: an interactive voice response unit for providing a user with customer data; a data checking unit for checking the customer data, identifying the customer file corresponding to the customer data, and obtaining the The customer profile, and based on the retrieved file and the customer profile, predicts the customer's customer service needs; and a display device for displaying the predicted customer service demand. For example, the system of claim 1 of the patent scope further includes a database for comparison and screening by the data checking unit. The system of claim 2, wherein the database includes a customer profile, wherein the customer profile includes at least identity documents, merchandise and/or service materials, consumption records, activity records, and contact records with the customer service system. One. For example, the system of claim 2, wherein the data checking unit compares and screens the customer information provided by the user with the customer file of the database.