WO2012058871A1

WO2012058871A1 - Method and system for customer service automation

Info

Publication number: WO2012058871A1
Application number: PCT/CN2011/070444
Authority: WO
Inventors: 杨翠萍; 张丽惠
Original assignee: 中兴通讯股份有限公司
Priority date: 2010-11-03
Filing date: 2011-01-20
Publication date: 2012-05-10
Also published as: CN102469218A; CN102469218B

Abstract

A method and system for the customer service automation are provided, and the method includes: responding to the user operation, and determining the service process and the service process parameter (S102); generating the executable script according to the service process and the service process parameter (S104); executing the generated executable script (S106). With the technical solution of the present invention, the customer service staff can edit dynamically the service process according to the user requirements, the specific service is provided by the customer service system of the call center by executing the script generated according to the service process. Therefore the workload of the customer service staff is reduced greatly, and work efficiency is improved.

Description

TECHNICAL FIELD The present invention relates to the field of communications, and in particular to a customer service automation method and system. BACKGROUND OF THE INVENTION The current call center customer service process is that a seated person manually answers a customer's call, and then completes a telephone service process to the customer through verbal communication with the customer. Repeated answers to the same topic increase the workload of the customer service staff and reduce work efficiency. The customer service staff can not guarantee the quality of customer service due to long-term repetitive work and reduce the enthusiasm of the customer. When the business increases, more specialized operators are needed, and the labor cost is higher. To some extent reduce the competitiveness of the system. Secondly, the current call center customer monthly transaction process also has a relatively fixed process, and the development of these fixed processes requires professional and technical personnel to complete the automated service process, and the corresponding development cost is high, which makes the operator's procurement cost increase. To a certain extent, it reduces the openness of the system and increases the operating cost. SUMMARY OF THE INVENTION A primary object of the present invention is to provide a customer service automation method and system to solve at least one of the above problems. According to an aspect of the present invention, a customer service automation method for a call center customer service system is provided, including: determining a business process and a business process parameter in response to a user operation; generating an executable script according to a business process and a business process parameter; ; Execute the generated executable script. Preferably, the determining the business process comprises at least one of the following: directly selecting the solidified business process, selecting the previously edited business process, and selecting one or more business process minimum function modules to form the business process in real time. Preferably, the executable script for generating the business process and the business process parameter comprises: determining a minimum executable script corresponding to the business process; performing parameter substitution on the minimum executable script using the business process parameter; and generating the minimum executable script replaced by the parameter Executable script; generates a serial number corresponding to the generated executable script. Preferably, executing the generated executable script comprises: finding a generated executable script corresponding to the serial number; parsing and executing the generated executable script. Preferably, the generated executable script and the most executable and executable scripts are all written using the extended speech markup language. According to another aspect of the present invention, a customer service system for a customer service call center is provided, including: a data access module for determining a business process and a business process parameter in response to a user operation; and a script processing module for Process and business process parameters generate executable scripts; script execution modules are used to execute the generated executable scripts. Preferably, the data access module is configured to directly select the solidified business process, select the previously edited business process, and/or select one or more business process minimum function modules to form the business process in real time. Preferably, the script processing module comprises: a script generating unit, configured to determine a minimum executable script corresponding to the business process, parameter replacement of the minimum executable script by using the business process parameter, and generating the minimum executable script replaced by the parameter Execution script; a serial number generation unit, configured to generate a serial number corresponding to the generated executable script. Preferably, the script execution module comprises: an obtaining unit configured to find the generated executable script corresponding to the serial number; a parsing execution unit configured to parse and execute the generated executable script. Preferably, the generated executable script and the most executable and executable scripts are all written using the extended speech markup language. Through the invention, the customer service personnel can dynamically edit the business process and generate the corresponding executable script, and provide the required service by executing the script, thereby solving the problem that the customer service staff has a large workload and low work efficiency, and thus achieves the problem. Improve productivity and application flexibility. BRIEF DESCRIPTION OF THE DRAWINGS The accompanying drawings, which are set to illustrate,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, In the drawings: FIG. 1 is a flow chart of a customer service automation method according to an embodiment of the present invention; 2 is a flow chart of a customer service automation method according to a preferred embodiment of the present invention; FIG. 3 is a schematic structural diagram of a customer service system according to an embodiment of the present invention; and FIG. 4 is a schematic structural diagram of a customer service system according to a preferred embodiment of the present invention. BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. It should be noted that the embodiments in the present application and the features in the embodiments may be combined with each other without conflict. 1 is a flowchart of a customer service automation method according to an embodiment of the present invention. As shown in FIG. 1, a customer service automation method according to an embodiment of the present invention includes the following steps: Step S102, determining a business process and a business process parameter in response to a user operation. . Step S104, generating an executable script in the foregoing business process and business process parameters. Step S106, executing the generated executable script. Through the above method, the customer service staff can dynamically edit the business process according to the customer's needs, and the specific monthly service can be provided by the call center customer monthly service system by executing the script generated according to the above business process, without The customer service staff provides services through verbal communication, which greatly reduces the workload of the customer service staff and improves work efficiency. Preferably, FIG. 2 is a flowchart of a customer service automation method according to a preferred embodiment of the present invention. As shown in FIG. 2, the method for determining a business process may include at least one of the following: directly selecting a cured service. The process, selecting the previously completed business process, and selecting one or more business process minimum function modules in real time constitute the business process. In the implementation process, a variety of methods can be used to establish the required business processes. When the customer's demand is more typical, the solidified business process in the system can meet the demand, then the solidified business process can be directly selected; when the current customer's demand is the same or similar to the previous customer's demand, it can be directly selected to satisfy the previous one. The customer needs to edit and save the business process; When the customer's needs are not met by the ready-made business process, the business process minimum function module needs to be used to edit the corresponding business process in real time. The above three methods can be selected according to the actual situation, or they can be combined with each other. For example, the solidified business process, the previously edited business process can be combined or modified to meet new customers. demand. Preferably, in step S104, generating the executable script for the business process and the business process parameter may include the following steps:

(1) Determine all the best, corresponding, and executable 业务本 of the business process.

(2) Parameter replacement of the minimum executable script using business process parameters. (3) Make the executable scripts the smallest executable script that has been replaced by parameters.

(4) Generating a sequence number corresponding to the generated executable script. In the specific implementation process, in order to finally generate an executable script, the business process edited by the customer is first analyzed, and all the minimum functional modules included in the business process are determined and further corresponding to the minimum executable script. Since the parameters in the minimum executable script are all default parameters, which may not be consistent with the customer requirements, it is necessary to first perform parameter replacement on the minimum executable script according to the business process parameters determined in step S102, and then pass through The final executable script can be obtained by combining the minimum executable scripts for parameter substitution. After the final executable script is generated, it is also necessary to generate a serial number preset unique correspondence, because generally after the executable script is generated, it is not directly executed, but it is saved first to ensure stable execution. Sex and reusability, the unique corresponding serial number is convenient for the guest to call the executable script this time or in future work. Preferably, in step S106, executing the generated executable script may include the following processing:

(1) Find an executable script corresponding to the above serial number.

(2) Parse and execute the executable script. In the process of executing the generated executable script, the executable script corresponding to the serial number index can be directly executed after parsing the script, thereby providing a corresponding service for the client. Preferably, the generated executable and the minimum executable can be written using a Voice Extensible Markup Language (VXML). For the technical solution of the present invention, the extended speech markup language is the most suitable, so the invention is preferred to use the extended speech markup language, but other implementations are not excluded. 2 is a flow chart of a method of customer service automation in accordance with a preferred embodiment of the present invention. The above preferred embodiment will be described in detail below with reference to FIG. As shown in FIG. 2, a method for automating a guest according to a preferred embodiment of the present invention includes the following processes: preparation before starting: a minimum functional module for storing a business process, a template stored in a VXML script manner, including a static template and a dynamic Parameters, for example, a fixed-tone module, a TTS voice module, a recording module, a receiving module, a menu module, a call forwarding module, a fax module, a write log module, a database query module, etc., and a minimum VXML language executable template, The playback content, the receiving button information, the call forwarding number, etc. are marked as variable parameters in the template; the automated business editing process operation interface is loaded, and the interface displays all the minimum executable modules that are cured. After receiving the customer's call, the customer service personnel selects the corresponding process according to the customer's requirements. The system can preset some mature and solidified automated voice service processes in advance. If the customer's request has a ready-made automated voice service process, the customer service personnel can directly select and load. Automated voice scripts provide services directly to customers; if the customer's requirements are customized and there is no suitable automated voice service process, the customer service personnel choose to edit the minimum executable module operations and combine them into specific business processes. For example, the customer service staff selects the voice playback module, selects the voice file, or directly inputs the text content to be played, selects the menu module and the collection module, edits the voice menu, and the process after the button. Transfer the call to the automated guest monthly process. Step S202, the customer service personnel operate the access, the customer calls the customer service phone, and the customer service personnel connects the phone to understand the customer demand, select on the business process editing interface of the customer monthly system, fill in the business process parameters, such as playing the user TTS or Play pre-recorded voice, receive user buttons, transfer calls to other service calls, record, send and receive faxes according to button selection, all business process parameters support VXML protocol standard, specific business allowed by customers The process combination function is based on the smallest functional unit with an open interface. Step S204, receiving input parameters of the operation flow information of the customer service personnel, obtaining a minimum VXML executable script corresponding to the operation, replacing the dynamic parameters in the script with the input parameters of the customer service personnel, and combining the minimum VXML executable modules to generate a complete The executable VXML language of this business process is 本ρ. The generated VXML business process is loaded into an accessible path, and a unique serial number is generated and stored in the database or file system corresponding to the VXML script storage path. Step S206, after parsing the VXML script file business process corresponding to the serial number, and performing message interaction with the service processing module to complete the process of providing the automated business process service to the user. After the service or the service is completed, the user can directly hang up and release the call by pressing a button. Or press to select transfer to return The service personnel service, the end process can also be solidified into a custom implementation of the VXML module for the customer service staff to choose whether to use, or an administrator specified fixed must use the process to end. At this time, if the user directly releases the call, the customer service system marks the agent as an idle state. Can be used for the next user. If the user is in the VMXL business, the guest is always in a busy state. It should be noted that the customer service staff can save this business process as a process template in the customer service interface menu for the next modification of the same customer service. When the customer service staff clicks on the save template, the dynamic script processing load module saves the script copy to another system configuration path. And initialize the dynamic parameters, the next time the same customer service process can directly select the custom business process, modify the dynamic parameters such as playback content and use, do not need to edit the business process again. FIG. 3 is a schematic structural diagram of a customer service system according to an embodiment of the present invention. As shown in FIG. 3, the customer service system according to an embodiment of the present invention includes: a data access module 32 configured to determine a business process and a business process parameter in response to a user operation. The script processing module 34 is configured to generate an executable script for the business process and business process parameters. The script execution module 36 is configured to execute the generated executable script described above. Using the above device, the customer service staff can dynamically edit the business process according to the customer's needs, and the specific monthly service can be provided by the device through execution of the script generated according to the above business process, without the need for the customer service staff to pass the verbal Communication to provide services has greatly reduced the workload of customer service staff and improved work efficiency. Preferably, the data access module 32 may be configured to directly select a solidified business process, select a previously edited business process, and/or select one or more business process minimum function modules in real time to form the business process. The data access module 32 can support, but is not limited to, the above three types of process editing means. In a specific implementation process, one or more of the above three means may be selected according to specific needs, or several of the means may be used in combination. Preferably, FIG. 4 is a schematic structural diagram of a customer service system according to a preferred embodiment of the present invention. As shown in FIG. 4, the processing module 34 may further include: The script generating unit 342 is configured to determine a minimum executable script corresponding to the business process, perform parameter replacement on the minimum executable script using the business process parameter, and form the minimum executable file that is replaced by the parameter into the executable executable generated above. The serial number generating unit 344 is configured to generate a serial number corresponding to the generated executable script described above. The script processing module 34 generates the final executable script in the above business process and business process parameters, wherein the script generating unit 342 generates a final executable script, and the serial number generating unit 344 generates a serial number corresponding to the unique one. Subsequent indexing of the executable script. Preferably, as shown in FIG. 4, the script execution module 36 may further include: an obtaining unit 362 configured to search for an executable script corresponding to the serial number. The parsing execution unit 364 is configured to parse and execute the executable file described above. The obtaining unit 362 can index the final executable script by using the unique corresponding serial number, and the parsing execution unit 364 will then parse it and finally execute the executable script to provide corresponding services for the client. Preferably, in the above-mentioned guest system, both the generated executable script and the minimum executable script can be written in an extended speech markup language. In the present invention, the extended speech markup language is preferably used as the implementation language, but other achievable languages are not excluded. The above preferred embodiments will be described in detail below with reference to FIG. First, the system needs to store the minimum function module VXML script template in the minimum function template library 38, and record the template file name and template number to the file or database. This action is a whole preparation work, and it only needs to be done once at the beginning of the entire system. The template content includes static templates and dynamic parameters. The static template is the minimum functional unit script of the customer service system written by VXML script, such as playing fixed tone script, playing TTS voice script, menu function module script, call transfer function module script, fax module. Minimal VXML language executable templates such as scripts, recording modules, write module scripts, database query module scripts, etc. The contents of the parameter variable, such as playback content, TTS text, menu button, call forwarding number, recording duration, recording file name, etc., are replaced by a uniquely identified string character, which is configurable. Then, the daily customer monthly work can be performed, and the data access module 32 receives the customer service personnel automated business process request message collected by the enterprise call center system, and forwards it to the dynamic script processing loading module. The customer service staff answers the user's phone, selects one or more minimum executable function modules for the user according to the user's needs, and combines the modules in the required order, and fills in the required dynamic parameters on the interface. All business process parameters support the VXML protocol standard. The specific business process combination functions allowed by the customer service personnel are mainly the minimum functional module VXML script unit or custom function module with open interface. After the confirmation is clicked, the template information of the access module and the content information of the corresponding dynamic parameter are sent to the script processing module 34. The script processing module 34 generates a dynamic VXML executable script and uniquely identifies the serial number in accordance with the request information, and forwards the serial number to the script execution module 36. After the script processing module 34 receives the template number and the dynamic parameters required by the script: the template is taken out and stored in the temporary folder, and the dynamic parameters are replaced. For the default parameters, the system default parameter value is used, and the parameter value can be configured. . The customer service personnel input by the data access module request the operation flow information to dynamically generate the VXML language. The generated VXML business process is loaded into the path accessible by the execution module 36, and the unique serial number is generated and stored in the database or file system corresponding to the VXML script storage path. The information related to the serial number is forwarded to the script execution module 36. The execution module 36 parses the business process of executing the speech extensible markup language. The script execution module 36 receives the script serial number sent by the script processing module 34, queries the script path, parses out its business logic, and performs communication and message interaction with the business processing platform according to the parsed business logic, completing the user. The process of interacting and providing the customer's monthly tasks for the process. In the process of the automated business process service, after the service or the service is completed, the user can press the button to release the call directly or press the button to switch back to the customer service manual service. The end process can also be implemented as a custom execution VXML module for the customer service personnel to select. Whether to use, or have an administrator specify a fixed must use the process to end. If the user releases the call directly during the automated process, the customer service system marks the agent as idle and can serve the next user. Otherwise, the agent status is in the busy state of the VMXL business service. It should be noted that the customer service staff can save the business process as a process template in the customer service interface menu for the next modification of the same customer service. When the customer service staff clicks on the save template, the dynamic script processing load module saves the script copy to another system configuration path. And initialize the dynamic parameters, the next time the same customer service process can directly select the custom business process, modify the playback content, key information and other dynamic parameters, and do not need to edit the business process again. From the above description, it can be seen that the invention greatly reduces the workload of the full manual service of the call center customer service personnel, so that the customer service personnel can flexibly configure the service process to provide the customer with automatic service, which can greatly Convenient customer service workforce, increase operator's product competitiveness, increase business revenue, and make full use of existing network resources and server resources, without additional hardware purchase and maintenance and labor cost investment, flexible configuration, Practical. Obviously, those skilled in the art should understand that the above modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device and, in some cases, may be different from the order herein. The steps shown or described are performed, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps are fabricated as a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software. The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the scope of the present invention are intended to be included within the scope of the present invention.

Claims

Claim

1. A customer service automation method for a call center customer service system, including:

Determine business processes and business process parameters in response to user actions;

Generating an executable script according to the business process and the business process parameters; executing the generated executable script.

The method according to claim 1, wherein the determining the business process comprises at least one of: directly selecting a solidified business process, selecting a previously edited business process, and selecting one or more business process minimum function modules in real time. Form the business process.

3. The method of claim 2, wherein generating an executable script based on the business process and the business process parameters comprises:

Determining a minimum executable 本 ρ of the business process;

Performing parameter replacement on the minimum executable script using the business process parameters; and forming the minimum executable script replaced by parameters into the generated executable script;

A serial number corresponding to the generated executable script is generated.

4. The method according to claim 3, wherein the executing the generated executable script comprises:

Finding the generated executable script corresponding to the serial number;

The generated executable is parsed and executed.

The method according to any one of claims 1 to 4, wherein the generated executable file and the minimum executable file are each written using an extended speech markup language.

6. A customer service system, applied to the customer service call center, including:

a data access module, configured to determine a business process and a business process parameter in response to a user operation;

a script processing module, configured to generate an executable script according to the business process and the business process parameter; A script execution module, configured to execute the generated executable script.

The system according to claim 6, wherein the data access module is configured to directly select a solidified business process, select a previously edited business process, and/or select one or more business processes in real time. The functional modules form the business process.

8. The system according to claim 7, wherein the script processing module comprises:

The generating unit is configured to determine a minimum executable file corresponding to the business process, perform parameter replacement on the minimum executable script by using the business process parameter, and form the minimum executable script replaced by the parameter into the Generated executable script;

The serial number generating unit is configured to generate a serial number corresponding to the generated executable script.

9. The system according to claim 8, wherein the script execution module comprises:

An obtaining unit, configured to find the generated executable script corresponding to the serial number;

The parsing execution unit is configured to parse and execute the generated executable script.

The system according to any one of claims 6 to 9, wherein the generated executable file and the minimum executable file are each written using an extended speech markup language.