WO2008077325A1 - Method and system for processing client request - Google Patents
Method and system for processing client request Download PDFInfo
- Publication number
- WO2008077325A1 WO2008077325A1 PCT/CN2007/070950 CN2007070950W WO2008077325A1 WO 2008077325 A1 WO2008077325 A1 WO 2008077325A1 CN 2007070950 W CN2007070950 W CN 2007070950W WO 2008077325 A1 WO2008077325 A1 WO 2008077325A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- service
- service request
- attribute information
- task
- request
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/66—Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/56—Provisioning of proxy services
- H04L67/567—Integrating service provisioning from a plurality of service providers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/2866—Architectures; Arrangements
- H04L67/30—Profiles
- H04L67/306—User profiles
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/51—Discovery or management thereof, e.g. service location protocol [SLP] or web services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
- H04L67/61—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources taking into account QoS or priority requirements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
- H04L67/63—Routing a service request depending on the request content or context
Definitions
- the present invention relates to information processing techniques, and more particularly to a method and system for processing customer service requests. Background of the invention
- the customer service center accepts service requests sent by customers through different channels, such as telephone, web, e-mail, short message service (SMS).
- the types of service requests can be: information inquiry, business consulting, business acceptance, complaints, reporting, active services, etc.
- service requests different business expert systems need to be invoked by the agent for business processing.
- the agent is the production staff of the customer service center, and the business representative bridges the communication between the company and the customer.
- the agent is the production staff of the customer service center, and the business representative bridges the communication between the company and the customer.
- the agent processes a service request, it needs to manually find a service expert system that processes the service request according to the category of the service request, and also needs to find a corresponding business processing page.
- the embodiments of the present invention provide a method for processing a client request, which can ensure quality of service.
- the embodiment of the invention also provides a system for processing a client request, which can guarantee the quality of service.
- the technical solution of the present invention is specifically implemented as follows:
- a method of processing a client request comprising the steps of:
- the service processing unit is determined according to the obtained service attribute information, and the service of the application is processed.
- a system for processing a service request comprising: a service request processing unit, a service request task processing unit, and a service processing unit, wherein
- the service request processing unit receives the service request, generates a service request according to the applied service, and the service request carries the service request information;
- a service request task processing unit which obtains service attribute information required for service processing corresponding to the service request from the service request information carried in the service request generated by the service request processing unit;
- Business processing unit ;
- the business processing unit processes the applied business.
- the service representative of the embodiment of the present invention only needs to set the service request according to the information provided by the customer and the service related information provided by the existing system, and the system provided by the embodiment of the present invention can be provided according to the embodiment of the present invention.
- the method automatically adapts the corresponding service according to the service request information, and opens the service to process the service requested by the client. It can be seen that, in the embodiment of the present invention, the service representative does not need to manually process the service request.
- the system also does not need to manually find the corresponding business processing page, thereby avoiding the consequences of the service quality degradation caused by the difference in the ability of the agent, speeding up the positioning and solving the processing of the customer's service request, reducing the acceptance time and ensuring the service. Quality, increased customer satisfaction.
- FIG. 1 is a schematic diagram of the composition of a system according to an embodiment of the present invention.
- FIG. 2 is a schematic diagram of a composition of a service request task processing unit in a system according to an embodiment of the present invention
- FIG. 3 is a flowchart of a method according to an embodiment of the present invention
- Embodiment 4 is a flow chart of Embodiment 1 of the present invention for processing a customer service request
- FIG. 5 is a flow chart of Embodiment 2 of the present invention for processing a customer service request. Mode for carrying out the invention
- the method provided by the embodiment of the present invention is: establishing a service request according to the service requested by the client, and acquiring service attribute information required for service processing corresponding to the service request according to the service request information carried in the establishment service request, and according to the obtained service Attribute information, determine the corresponding business processing system.
- FIG. 1 is a schematic structural diagram of a system according to an embodiment of the present invention. As shown in FIG. 1, the system includes: a service request processing unit, a service request task processing unit, and a service processing unit. among them,
- the service request processing unit receives the service request from the client, generates a service request according to the requested service, and transmits the generated service request to the service request task processing unit; further used to update the service request processing state, and receives the corresponding service processing unit of The business processing end notification closes the service request.
- the service request task processing unit receives the service request from the service request processing unit, determines the service attribute information required for the service processing corresponding to the service request according to the service request information carried in the service request, and acquires a service request required to process the service request.
- the service processing unit receives the service request from the service request task processing unit, and opens the service corresponding to the service attribute information.
- the service processing unit is one or more.
- the service processing unit includes: a service adaptation module and a service processing module for processing a service, where
- a service adaptation module which receives a service request from a service request task processing unit, and opens a corresponding service
- a business processing module that handles open services.
- the agent processes the corresponding service request for the customer through the opened business page.
- the service request task processing unit mainly includes a service request task configuration module, a service request task resolution module, and a service request task adaptation module, where
- the service request task configuration module is configured to pre-configure and store service attribute information items included in different services, and tasks corresponding to service attribute information items in each service. For each service, the pre-configured tasks are the service attribute information required to process each service, and the service attribute information required for each service.
- the service request task parsing module is configured to receive the service request from the service request processing unit, and obtain the service request information corresponding to the service according to the pre-configured and stored service attribute information items included in the service request, and obtain the corresponding service request corresponding to the service request information carried in the service request.
- the service processes the required service attribute information, and sends the service genus to the service request task adaptation module. Adaptation request for sexual information;
- the service request task adaptation module receives the adaptation request from the service request task analysis module, determines a task to be performed corresponding to the service attribute information according to the task corresponding to the service attribute information, and sends a service request to the service processing unit.
- FIG. 3 is a flow chart of a method according to an embodiment of the present invention. As shown in FIG. 3, the method of the present invention includes the following steps:
- Step 300 Establish a service request according to the service requested by the customer.
- the step is specifically implemented as follows: After receiving the service request from the client, the service representative establishes a service request according to the service that the client applies for, and the service request information carried in the service request may include but is not limited to the following content:
- the status of the service request such as creating, submitting, reviewing, processing, feedback, etc.
- Clients submit business application channels such as Call Center, Self Service, etc., and receive applications such as voice, web, and wireless application protocols (WAP, Wireless Application Protocol, E-mail, SMS, video). (Video), etc.
- WAP Wireless Application Protocol
- E-mail SMS
- video video
- Customer information including the location of the customer, the product associated with the business application submitted by the customer, etc.;
- Service level such as a Service Level Agreement (SLA) with a customer.
- SLA Service Level Agreement
- Service categories such as information inquiry, business consulting, business acceptance, complaint advice, active services, etc.;
- Impact the number of customers or businesses affected by the business being applied, such as the degree of deviation from the normal service level
- Urgency such as when dealing with a customer’s application, Accept the processing delay
- Priority such as the priority of service request processing based on urgency and impact.
- the above service request information may be provided by an existing system or a customer, for example, information related to the customer such as customer location information, service level, etc. may be obtained from the camping system.
- Step 301 Acquire, according to the established service request information, service attribute information required for service processing corresponding to the service request.
- the method also includes: pre-configuring business attribute information items included in different services.
- the service attribute information corresponding to the requested service is obtained from the service request information according to the service attribute information item included in the pre-configured different service.
- Step 302 Determine a corresponding service processing unit according to the obtained service attribute information. In this way, by opening the page of the determined business, the business requested by the customer can be processed. Further, the method further includes: updating the service request processing status; or, closing the corresponding service request after the end of the business processing.
- FIG. 4 is a flow chart of an embodiment of the present invention for processing a customer service request. As shown in FIG. 4, the method includes:
- Step 400 The service request processing unit establishes a service request.
- the service requested by the client is to open the value-added service of the monthly subscription package
- the service representative establishes a service request for receiving the monthly subscription package
- the service request information carried in the service request includes the service attribute related to the service applied by the client.
- Information such as customer information, service levels, and service categories.
- the service category is specifically to open the monthly subscription package.
- Step 401 The service request processing unit sends a service request to the service request task parsing module.
- Step 402 The service request task parsing module acquires service attribute information.
- the service request task parsing module obtains the service attribute information corresponding to the requested service from the received service request information according to the service attribute information item included in the pre-configured different service.
- the service attribute information items included in the value-added service of the monthly subscription package include the service category, the acceptance number, the service level, the priority level, the status, the channel through which the customer applies for the service, and the manner in which the service application is received.
- the service attribute information corresponding to the service that obtains the application from the received service request information may be: the service category is an open subscription monthly subscription, the acceptance number is 13911012356, the service level is a gold service, the priority level is a high level, and the status is created.
- the channel for the customer to submit a business application is Call Center, and the way to receive the business application is telephone.
- the service attribute information may further include: the execution times of the task being executed, and each time the task is executed, the corresponding execution times is increased by 1, which means that the task weight corresponding to the task is higher, and according to the weight
- the service administrator can adjust the configuration of the service request task. For example, the higher the weight of a task, the more times the service is used, the service administrator can adjust the execution order of the task to the front, that is, the priority level is high; For tasks with low weights, the business administrator can consider whether the task needs to be executed or whether it needs to modify the content of the task execution.
- the adaptation request carries the service attribute information required for the service processing corresponding to the service request
- the service request task adaptation module determines the corresponding service attribute information according to the task corresponding to the preset service attribute information.
- the task performed and sends a business request to the business processing unit.
- Step 405 to step 407 The service adaptation module receives the service request, according to the service, please The relevant parameter corresponding to the service carried in the request opens a page corresponding to the service, processes the opened service, and returns the service processing information to the service request processing unit.
- the relevant parameters corresponding to the service mainly include the service interface parameters.
- the service interface parameter refers to the function entry address.
- the business representative opened the business for the customer through the opened business page.
- one or more tasks that may need to be performed according to different service attribute information, thereby implementing the applied service in this case, the execution order of different tasks needs to be set, and the service attribute information is The sequence label identifying the execution order of the different tasks is further added.
- the service representative only needs to set the service request according to the service request information provided by the customer and the service related information provided by the existing system according to the service request information of different actual service requirements, and the system of the present invention can provide the method according to the present invention. Automatically adapt the corresponding service according to the service request information and open the service to process the service requested by the client. It can be seen that the service representative of the present invention does not need to manually process the service expert system of the service request, and does not need to manually find the corresponding service processing page, thereby avoiding the consequences of different service quality caused by the difference in service representative capabilities, and speeding up the customer. The processing of service requests reduces the length of acceptance and increases customer satisfaction.
- FIG. 5 is a flowchart of Embodiment 2 of the present invention for processing a customer service request. As shown in FIG. 5, the method includes the following steps:
- Step 500 The agent processes the service applied by the client through the service processing module. According to the process shown in Figure 4, the agent processes the business requested by the customer.
- this step can also be a business that the representative handles the customer application through the existing method. Business.
- Step 501 The service processing module in the service processing unit sends a parameter request corresponding to the service to the service adaptation module, and obtains related parameters corresponding to the currently opened service.
- Step 502 The service adaptation module sends, to the service request task adaptation module, a service attribute information request corresponding to the service.
- the service request task adaptation module determines the service attribute information corresponding to the currently opened service according to the task corresponding to the pre-configured service attribute information.
- Step 503 to step 504 The service request task adaptation module sends a service request information request corresponding to the service request to the service request task analysis module.
- the service request task parsing module establishes service request information according to the service attribute information corresponding to the currently opened service, and sends the service request information to the service request processing unit.
- Step 505 The service request processing unit stores the service request information corresponding to the currently opened service.
- the service request processing unit displays the service request information corresponding to the different services to the service representative.
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Description
Claims
Priority Applications (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
EP07817141A EP2099155A4 (en) | 2006-12-27 | 2007-10-24 | METHOD AND SYSTEM FOR CLIENT APPLICATION PROCESSING |
BRPI0720597-0A2A BRPI0720597A2 (pt) | 2006-12-27 | 2007-10-24 | Método e sistema para processar uma solicitação de cliente |
US12/492,284 US20090265202A1 (en) | 2006-12-27 | 2009-06-26 | Method and system for processing a customer request |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CNB2006101683858A CN100518072C (zh) | 2006-12-27 | 2006-12-27 | 一种处理客户请求的方法及系统 |
CN200610168385.8 | 2006-12-27 |
Related Child Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US12/492,284 Continuation US20090265202A1 (en) | 2006-12-27 | 2009-06-26 | Method and system for processing a customer request |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2008077325A1 true WO2008077325A1 (en) | 2008-07-03 |
Family
ID=38251812
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/CN2007/070950 WO2008077325A1 (en) | 2006-12-27 | 2007-10-24 | Method and system for processing client request |
Country Status (5)
Country | Link |
---|---|
US (1) | US20090265202A1 (zh) |
EP (1) | EP2099155A4 (zh) |
CN (1) | CN100518072C (zh) |
BR (1) | BRPI0720597A2 (zh) |
WO (1) | WO2008077325A1 (zh) |
Cited By (1)
Publication number | Priority date | Publication date | Assignee | Title |
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CN104461704A (zh) * | 2014-10-29 | 2015-03-25 | 中国建设银行股份有限公司 | 一种业务云处理方法和系统 |
Families Citing this family (13)
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CN100518072C (zh) * | 2006-12-27 | 2009-07-22 | 华为技术有限公司 | 一种处理客户请求的方法及系统 |
CN101917385B (zh) * | 2009-11-17 | 2013-05-01 | 新奥特(北京)视频技术有限公司 | 调度服务器及多媒体转码用的分布式系统 |
CN101917384B (zh) * | 2009-11-17 | 2013-05-01 | 新奥特(北京)视频技术有限公司 | 一种分布式转码系统的任务分发方法及装置 |
US8726229B2 (en) * | 2009-12-28 | 2014-05-13 | Sap Ag | Multi-language support for service adaptation |
CN103870902A (zh) * | 2012-12-12 | 2014-06-18 | 腾讯科技(北京)有限公司 | 一种管理标志符的方法及装置 |
CN104580284B (zh) * | 2013-10-14 | 2018-12-28 | 方正宽带网络服务股份有限公司 | 业务分配装置和业务分配方法 |
CN103631958B (zh) * | 2013-12-17 | 2016-08-17 | 江苏省公用信息有限公司 | 一种页面自动适配实现内容多屏展示的方法 |
GB201414302D0 (en) | 2014-08-12 | 2014-09-24 | Jewel Aviat And Technology Ltd | Data security system and method |
CN104599194B (zh) * | 2015-02-02 | 2017-10-20 | 国家电网公司 | 一种创建服务业务指导案例库的方法及服务业务指导方法 |
CN104599075B (zh) * | 2015-02-02 | 2017-11-03 | 国家电网公司 | 一种业务指导案例库的创建及更新方法、业务指导方法 |
US10466970B2 (en) * | 2015-10-20 | 2019-11-05 | Sap Se | Jurisdiction based localizations as a service |
CN108197912A (zh) * | 2016-12-08 | 2018-06-22 | 阿里巴巴集团控股有限公司 | 一种业务处理系统及方法 |
CN108022079A (zh) * | 2017-10-31 | 2018-05-11 | 深圳前海微众银行股份有限公司 | 服务资源的共享方法、装置及计算机可读存储介质 |
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- 2007-10-24 WO PCT/CN2007/070950 patent/WO2008077325A1/zh active Application Filing
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Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
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CN104461704A (zh) * | 2014-10-29 | 2015-03-25 | 中国建设银行股份有限公司 | 一种业务云处理方法和系统 |
CN104461704B (zh) * | 2014-10-29 | 2019-05-07 | 中国建设银行股份有限公司 | 一种业务云处理方法和系统 |
Also Published As
Publication number | Publication date |
---|---|
CN100518072C (zh) | 2009-07-22 |
EP2099155A1 (en) | 2009-09-09 |
US20090265202A1 (en) | 2009-10-22 |
EP2099155A4 (en) | 2010-06-02 |
BRPI0720597A2 (pt) | 2014-03-18 |
CN1996863A (zh) | 2007-07-11 |
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