WO2012129854A1 - 一种进行话后总结的方法和装置 - Google Patents
一种进行话后总结的方法和装置 Download PDFInfo
- Publication number
- WO2012129854A1 WO2012129854A1 PCT/CN2011/076102 CN2011076102W WO2012129854A1 WO 2012129854 A1 WO2012129854 A1 WO 2012129854A1 CN 2011076102 W CN2011076102 W CN 2011076102W WO 2012129854 A1 WO2012129854 A1 WO 2012129854A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- determination
- call
- module
- rule
- service classification
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/552—Call annotations
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/559—Sorting systems
Definitions
- the present invention relates to the field of call center technologies, and in particular, to a method and apparatus for performing post-sentence summarization.
- the call center of the telecom operator generally has the following requirements. After the call between the user and the agent representative is over, the agent representative is required to manually collect the reason for the customer's call, which facilitates the operator's subsequent business analysis, optimizes the internal process and organizational structure, and further improves. And improve the quality of telecommunications services. Therefore, the reason for summing up the call after the call is indispensable in the telecommunication service.
- the first method is to provide a selection interface for the reason of the call, for the agent representative to submit to the background to complete the collection of the call reason in one interface. This method is more suitable for skilled agent representatives.
- the second method is to use the wizard to guide the agent representative step by step, and then submit it to the background after the final step is completed to complete the collection of the call reason. This method is more suitable for new agents.
- the method of collecting the two causes of the call is realized by the judgment of the agent on behalf of the individual, and there is a certain subjective one-sidedness; each phone must manually collect the reason for the call, which will extend the processing time of each call and reduce the customer.
- the call rate of the phone increases the operating cost of the operator.
- the present invention provides a method for summarizing words, including: acquiring a service classification attribute in a call, and acquiring the obtained service classification attribute with a pre-stored one or A plurality of decision rules are matched, and the type of call cause in the matched decision rule is output.
- the method further includes: before acquiring the service classification attribute in the call, when receiving the external call origination determination request, or when periodically grabbing the service data source, initiating the call cause determination.
- one service classification attribute corresponds to one or more call reason types.
- the step of obtaining the service classification attribute in the call includes: when the call includes multiple service classification attributes, acquiring all service classification attributes of the call.
- the method further includes: performing one or a combination of the following operations according to the determining requirement: adding the determining rule, deleting the existing determining rule, and modifying the existing determining rule.
- the invention also provides an apparatus for summarizing after words, comprising:
- a determination rule management module configured to pre-store one or more determination rules into the determination rule base; and determine a receiving module, configured to obtain a service classification attribute in the call;
- Determining a matching module configured to match the service classification attribute acquired by the determination acceptance module with the determination rule, to obtain an incoming call cause type in the matched determination rule;
- An output module configured to output a call cause type obtained by the determination matching module.
- the determination accepting module is configured to acquire the service classification attribute in the call after receiving the external incoming call cause determination request.
- the device further includes a determination source data capture module configured to send an incoming call cause determination request to the determination acceptance module when the service data source is periodically captured; the determination acceptance module is configured to receive the location After determining the incoming call cause determination request of the source data capture module, the service classification attribute in the call is obtained.
- one service classification attribute corresponds to one or more call reason types.
- the decision accepting module is configured to: when the call includes a plurality of service classification attributes, obtain all service classification attributes in the call.
- the decision rule management module is further configured to perform one of the following operations or a combination thereof according to the determination requirement: adding a decision rule, deleting a decision rule, and modifying an existing decision rule.
- the determination rule is used as the basis of the determination, and the difficulty of the agent representative skill is solved.
- the system automatically matches the service classification attribute and the call in the call.
- the type of electrical reason avoids the problem of subjective judgment and the problem of repeated labor, reduces the processing time of the agent representative, and saves the operating cost; in addition, the dynamic management of the call cause type can meet the changing needs of the incoming call business.
- the decision rules can be flexibly configured and extended, making the solution easy to migrate and maintain. BRIEF abstract
- FIG. 1 is a schematic flow chart of a post-sales summary method provided by the present invention
- Figure 2-1 is a schematic diagram showing the structure of the summary device after the passive acquisition of the source of the incoming call source data provided by the present invention
- FIG. 2-2 is a schematic diagram showing the structure of the summary device after the source data of the incoming call source is actively obtained by the present invention
- FIG. 3 is a schematic diagram of a specific process of an embodiment of the present invention.
- the core idea of the present invention is: matching the service classification attribute of the call with a predefined determination rule, obtaining the type of the call cause, and completing the collection of the cause of the call.
- the present invention provides a method for performing post-summary summarization, comprising the following steps:
- Step A Establish a correspondence between the call service classification attribute and the call cause classification attribute, generate a corresponding determination rule, and store the corresponding rule;
- the determination rule is stored in a rule base.
- the service classification attribute corresponds to one or more call reason types.
- the determination rule determines the requirement according to the incoming call reason, determines the expert group opinion, and defines the service feature.
- the determining rule may be dynamically updated, including: performing one or a combination of the following operations according to the determining requirement: adding a determining rule, deleting an existing determining rule, and modifying an existing determining rule.
- Step B After receiving the call cause determination request, find the service classification attribute in the call; wherein the call cause determination request is triggered externally, or is triggered by periodically grabbing the service data source.
- Step C Match the service classification attribute and the determination rule to obtain the call cause type;
- Step D Output the call cause type in all the matched decision rules.
- each service classification attribute of the call is matched, and all matched call reason types are output.
- the invention also provides an apparatus for summarizing after words, comprising:
- a decision rule management module configured to maintain a management decision rule, pre-storing one or more decision rules into the rule rule base;
- Determining an acceptance module configured to obtain a service classification attribute in a call
- Determining a matching module configured to match the service classification attribute acquired by the determination acceptance module with the determination rule to obtain a corresponding call cause type
- An output module configured to output a call cause type obtained by the determination matching module.
- the determination accepting module is configured to acquire the service classification attribute during the call after receiving the external incoming call cause determination request.
- the device further includes a determination source data capture module, and the determination source data capture module is configured to send an incoming call cause determination request to the determination acceptance module when periodically grabbing the service data source;
- the determination accepting module is configured to obtain the service classification attribute of the call after receiving the call cause determination request of the determination source data capture module.
- the determining the receiving module is configured to: when the call includes multiple service classification attributes, acquire all service classification attributes in the call;
- the decision matching module is configured to: match all the service classification attributes with the pre-stored one or more determination rules
- the output module is configured to: output all the reason types of incoming calls that the matching module matches.
- the determining rule management module is further configured to: update the determining rule in the determining rule base, including: performing one or a combination of the following operations according to the determining requirement: adding the determining rule, deleting the determining rule, and modifying the existing determining rule.
- the method for determining the incoming call cause disclosed in the embodiment of the present invention includes: Step S101: Searching for a service operation attribute that satisfies a condition of a determination rule of a call for determining an incoming call cause according to an incoming call cause determination rule.
- Step S102 Compare whether the type of the incoming call cause includes an incoming call cause type attribute that satisfies the condition of the determining rule.
- Step S103 matching all the call reason types that satisfy the rule.
- Step S104 outputting an incoming call cause type.
- the call cause determination rule is used as the basis for the determination, and it is necessary to first define the call cause determination rule according to the call cause determination demand.
- the rules for determining the cause of incoming calls are as follows:
- the call cause determining apparatus includes: a decision rule management module 201, a decision accepting module 202, a determination matching module 203, and an output module 204, if the source data is determined to be active.
- the manner of obtaining further includes determining the source data capture module 207.
- the determination rule management module 201 is configured to pre-store the determination rule and dynamically update the determination rule;
- the determination acceptance module 202 is configured to receive the incoming call cause determination request, and extract the service classification attribute according to the requested call flow.
- the decision matching module 203 is arranged to match the traffic classification attribute with the decision rule to obtain the incoming cause type.
- the output module 204 is arranged to output all incoming call cause types obtained by all the decision matching modules.
- the determination source data capture module 207 is configured to periodically grab the service data source of the other service module as a basis for automatically determining the type of the incoming call, and send an incoming call cause determination request to the decision acceptance module 202.
- the determination rule management module 201 further includes: a decision rule base 208, a decision rule management unit 205, and an incoming call cause type management unit 206.
- the decision rule management unit 205 is set to maintain the decision rule in the management decision rule library 208, and dynamically updates the decision rule required for the load.
- the incoming call cause type management unit 206 is configured to maintain the management call cause type information and provide an extended interface.
- the decision rule base 208 is arranged to store a decision rule that reflects the decision requirement.
- the decision rule base 208 loads the decision rules using a dynamic loading mechanism to meet the need for timely expansion of the decision rule base.
- Step S301 Maintaining the call cause classification attribute information according to the actual call cause situation.
- Step S302 determining a decision rule according to the call cause determination requirement, and storing the determination rule in In the decision rule base.
- the decision rule base supports a dynamic loading mechanism for the decision rules.
- Step S303 a user makes a business complaint after calling the agent, and the agent representative enters the complaint form. If the data source is determined to be passive, the complaint processing will assemble the classification information of the complaint and send the call cause determination request to trigger the judgment acceptance.
- the module 202 if it is determined that the data source is in an active mode, the decision source data capture module periodically captures the complaint information and sorts out the complaint classification information to trigger the decision acceptance module 202.
- Step S304 determining that the receiving module 202 acquires the service classification attribute
- Step S305 determining whether the obtained service classification attribute has a record in the judgment rule base, if yes, executing S306; if not, executing S307.
- Step S306 the call cause type corresponding to the service classification attribute is found, and step S308 is performed.
- Step S307 If the service classification attribute is not recorded in the rule base, the service classification attribute is discarded, and step S308 is performed.
- Step S308 determining whether the next service classification attribute is obtained, if yes, executing step S305; if not, the matching is ended, and proceeding to step S309.
- Step S309 outputting all the incoming call cause types.
- the technical solution provided by the present invention first solves the difficulty of the agent representative skill requirement by using the determination rule as the basis of the determination; the system automatically matches the service classification attribute of the call and the classification attribute of the call cause, and avoids
- the subjective judgment has the problem of deviation and the problem of repeated labor, which reduces the processing time of the agent representative and saves the cost of operation; the dynamic management and maintenance of the call cause type can meet the changing requirements of the incoming call business; the decision rule can be flexibly configured and Expansion, so that the program is easy to transplant and maintain.
- 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, or they may be separately fabricated into individual integrated circuit modules, or they may be Multiple modules or steps are made into a single integrated circuit module. Thus, the invention is not limited to any particular hardware and software. Piece combination.
- the invention uses the determination rule as the basis of the determination, and solves the difficulty of requiring the agent representative skill to be high.
- the system automatically matches the service classification attribute and the call cause type in the call, thereby avoiding the deviation of the subjective judgment.
- the problem and the problem of repetitive labor reduce the processing time of the agent representative and save the cost of operation; in addition, the dynamic management and maintenance of the call cause type can meet the changing needs of the call related business; the decision rule can be flexibly configured and expanded. This makes the solution easy to transplant and maintain.
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
本发明提供一种进行话后总结的方法,包括:获取通话中的业务分类属性,将所获取的业务分类属性与预存的一个或多个判定规则进行匹配,并输出匹配到的判定规则中的来电原因类型。本发明还提供一种进行话后总结的装置,包括:判定规则管理模块,其设置成预存一个或多个判定规则至判定规则库中;判定受理模块,其设置成获取通话中的业务分类属性;判定匹配模块,其设置成将所述判定受理模块所获取的业务分类属性与所述判定规则进行匹配,得到来电原因类型;以及输出模块,其设置成输出判定匹配模块得到的来电原因类型。本发明可以避免人为判断的主观片面性,降低运营商的运营成本。
Description
一种进行话后总结的方法和装置
技术领域
本发明涉及呼叫中心技术领域, 特别涉及一种进行话后总结的方法和装 置。
背景技术
电信运营商的呼叫中心一般都有如下要求, 在用户和座席代表通话结束 后, 要求座席代表手工收集客户来电的原因, 这样便于运营商后续的经营分 析, 优化内部的流程和组织结构, 进一步完善和提高电信的服务质量。 因此, 话后总结来电原因是电信业务中不可残缺的。
目前话后总结来电原因主要有两种方法, 第一种方法是提供来电原因的 选择界面, 供座席代表一次性在一个界面中选择完成后提交到后台完成来电 原因的收集。 这种方法对熟练的座席代表比较适用。 第二种方法是釆用向导 的方式, 一步一步地引导座席代表进行选择, 直到最后一步完成后再提交到 后台来完成来电原因的收集。 这种方法对新入职的座席代表比较适用。
但这两种来电原因收集方法都是通过座席代表个人的判断实现, 存在一 定的主观片面性; 每一个电话都要进行手工进行此来电原因的收集, 会延长 每通电话的处理时长, 降低了客户电话的接通率, 提高了运营商的运营成本。
随着市场竟争的日趋激烈,电信运营商需对每通来电进行认真分析总结, 同时又需要降低运营成本, 因此, 对话后总结的来电原因收集也提出了更高 的要求。
发明内容
本发明的目的是提供一种进行话后总结的方法和装置, 避免人为判断的 主观片面性, 降低运营商的运营成本。
为了解决上述问题, 本发明提供了一种进行话后总结的方法, 包括: 获取通话中的业务分类属性, 将所获取的业务分类属性与预存的一个或
多个判定规则进行匹配, 并输出匹配到的判定规则中的来电原因类型。
上述方法还包括: 获取通话中的业务分类属性前, 在接收到外部来电原 因判定请求时, 或者, 在定期抓取业务数据源时, 发起来电原因判定。
所述判定规则中, 一个业务分类属性对应一个或多个来电原因类型。 获取通话中的业务分类属性的步骤包括: 所述通话包括多个业务分类属 性时, 获取所述通话的所有业务分类属性。
所述方法还包括: 根据判定需求进行如下操作之一或其组合: 增加判定 规则、 删除已有判定规则和修改已有判定规则。
本发明还提供一种进行话后总结的装置, 包括:
判定规则管理模块,其设置成预存一个或多个判定规则至判定规则库中; 判定受理模块, 其设置成获取通话中的业务分类属性;
判定匹配模块, 其设置成将所述判定受理模块所获取的业务分类属性与 所述判定规则进行匹配, 得到匹配的判定规则中的来电原因类型; 以及
输出模块, 其设置成输出判定匹配模块所得到的来电原因类型。
判定受理模块是设置成在接收到外部来电原因判定请求后, 才获取通话 中的业务分类属性。
所述装置还包括判定源数据抓取模块, 该判定源数据抓取模块设置成在 定期抓取业务数据源时发送来电原因判定请求给判定受理模块; 所述判定受理模块是设置成收到所述判定源数据抓取模块的来电原因判 定请求后, 才获取所述通话中的业务分类属性。
在所述判定规则中, 一个业务分类属性对应一个或多个来电原因类型。 所述判定受理模块是设置成: 当所述通话包括多个业务分类属性时, 获 取所述通话中所有业务分类属性。 所述判定规则管理模块还设置成根据判定需求进行如下操作之一或其组 合: 增加判定规则、 删除判定规则和修改已有判定规则。
通过本发明提供的技术方案, 以判定规则作为判定的基础, 解决了对座 席代表技能要求高的困难; 其次, 系统自动匹配通话中的业务分类属性和来
电原因类型, 避免了主观判断存在偏差的问题和重复劳动的问题, 降低了座 席代表的处理时长, 节约了运营上的成本; 另外, 来电原因类型动态管理维 护, 能满足来电涉及业务的变化需求; 判定规则可以灵活的配置和扩展, 从 而使本方案便于移植、 维护。 附图概述
图 1 是本发明提供的话后总结方法流程示意图;
图 2-1 是本发明提供的判定来电原因源数据被动获取的话后总结装置结 构示意图;
图 2-2是本发明提供的判定来电原因源数据主动获取的话后总结装置结 构示意图;
图 3 是本发明实施例的具体流程示意图。
本发明的较佳实施方式
为使本发明的目的、 技术方案和优点更加清楚明白, 下文中将结合附图 对本发明的实施例进行详细说明。 需要说明的是, 在不冲突的情况下, 本申 请中的实施例及实施例中的特征可以相互任意组合。
本发明的核心思想是: 根据通话的业务分类属性与预定义的判定规则进 行匹配, 得到来电原因类型, 完成来电原因的收集。
本发明提供一种进行话后总结的方法, 包括如下步骤:
步骤 A, 建立来电业务分类属性和来电原因分类属性的对应关系, 生成 相应的判定规则并进行存储;
其中, 所述判定规则存储于规则库中。
其中, 所述判定规则中, 一个业务分类属性对应一个或多个来电原因类 型。
其中, 所述判定规则根据来电原因判定需求、 判定专家组意见和业务特 点定义。
其中, 所述判定规则可动态更新, 包括: 根据判定需求进行如下操作之 一或其组合: 增加判定规则、 删除已有判定规则和修改已有判定规则。
步骤 B, 接收到来电原因判定请求后, 查找通话中的业务分类属性; 其中, 该来电原因判定请求由外部触发, 或者, 通过定期抓取业务数据 源主动触发。
步骤 C, 将业务分类属性和判定规则进行匹配, 以得到来电原因类型; 步骤 D , 输出所有匹配到的判定规则中的来电原因类型。
其中, 一个通话包含多个业务分类属性时, 对通话的每个业务分类属性 都进行匹配, 并输出所有匹配到的来电原因类型。
本发明还提供一种进行话后总结的装置, 包括:
判定规则管理模块, 其设置成维护管理判定规则, 预存一个或多个判定 规则至判定规则库中;
判定受理模块, 其设置成获取通话中的业务分类属性;
判定匹配模块, 其设置成将所述判定受理模块获取的业务分类属性与所 述判定规则进行匹配, 得到对应的来电原因类型;
输出模块, 其设置成输出判定匹配模块得到的来电原因类型。
其中, 所述判定受理模块是设置成在接收到外部来电原因判定请求后, 才获取通话中的业务分类属性。
其中, 所述装置还包括判定源数据抓取模块, 该判定源数据抓取模块设 置成在定期抓取业务数据源时发送来电原因判定请求给判定受理模块;
所述判定受理模块是设置成收到所述判定源数据抓取模块的来电原因判 定请求后, 才获取通话中的业务分类属性。
其中, 所述判定受理模块是设置成: 当所述通话包括多个业务分类属性 时, 获取所述通话中所有业务分类属性;
所述判定匹配模块是设置成: 将所有业务分类属性与预存的一个或多个 判定规则进行匹配,
所述输出模块是设置成:输出判定匹配模块匹配到的所有来电原因类型。 其中, 所述判定规则管理模块还设置成: 更新判定规则库中的判定规则, 包括: 根据判定需求进行如下操作之一或其组合: 增加判定规则、 删除判定 规则和修改已有判定规则。
本发明实施例公开的一种来电原因判定方法, 如图 1所示, 包括: 步骤 S101 , 根据来电原因判定规则, 查找需判定来电原因的通话的满足 判定规则条件的业务操作属性。
步骤 S102, 比较是否有来电原因类型包括满足判定规则条件的来电原因 类型属性。
步骤 S 103 , 匹配到所有满足规则的来电原因类型。
步骤 S104, 输出来电原因类型。
为实现本发明方案, 来电原因判定规则作为判定的基础, 需要首先根据 来电原因判定需求, 预定义来电原因判定规则。 例如, 定义来电原因判定规 则如下:
表 1
业务分类属性和来电原因类型举例如下:
业务分类 来电原因
知识库- >->Ε11->资费 咨询- >C网 ->E11->资费
如果判定需求变化, 则相应增、 删判定规则。
本发明实施例的来电原因判定装置如图 2-1 , 2-2所示, 包括: 判定规则 管理模块 201 , 判定受理模块 202, 判定匹配模块 203和输出模块 204, 如果 判定源数据釆用主动获取的方式, 还包括判定源数据抓取模块 207。 其中: 判定规则管理模块 201设置成预存判定规则, 动态更新判定规则; 判定受理模块 202设置成接收来电原因判定请求,根据请求的通话流水, 提取业务分类属性。 判定匹配模块 203设置成将业务分类属性和判定规则进行匹配, 得到来 电原因类型。
输出模块 204设置成输出所有判定匹配模块得到的所有来电原因类型。 判定源数据抓取模块 207设置成定期抓取其他业务模块的业务数据源来 作为自动判定来电原因类型的依据, 并发送来电原因判定请求至判定受理模 块 202。
其中, 判定规则管理模块 201进一步包括: 判定规则库 208、 判定规则 管理单元 205和来电原因类型管理单元 206。
判定规则管理单元 205设置成维护管理判定规则库 208中的判定规则, 动态更新加载需要的判定规则。
来电原因类型管理单元 206设置成维护管理来电原因类型信息, 并提供 扩展接口。
判定规则库 208设置成存储判定规则, 体现判定需求。 判定规则库 208 使用动态加载机制加载判定规则, 以满足对判定规则库及时扩充的需求。
本发明实施例进行来电原因判定的流程如图 3所示, 包括如下步骤: 步骤 S301 , 才艮据实际来电原因情况, 维护来电原因分类属性信息。
步骤 S302, 根据来电原因判定需求定义判定规则, 并将判定规则存储在
判定规则库中。 该判定规则库支持对判定规则的动态加载机制。
以上两个步骤为装置初始化步骤,为来电原因判定装置提供运行的基础。 步骤 S303 , —个用户打电话上座席后进行业务投诉, 座席代表录入投诉 单, 如果判定数据源是被动方式, 投诉处理将把投诉的分类信息组装好后向 系统发送来电原因判定请求触发判定受理模块 202 , 如果判定数据源是主动 方式, 则由判定源数据抓取模块定期抓取此投诉信息并分拣出投诉分类信息 触发判定受理模块 202。
步骤 S304 , 判定受理模块 202获取业务分类属性;
步骤 S305 , 判断获取到的业务分类属性是否在判定规则库中有记录, 如 果有, 则执行 S306; 如果没有则执行 S307。
步骤 S306 , 找到业务分类属性相对应的来电原因类型, 执行步骤 S308。 步骤 S307 ,业务分类属性在规则库中没有记录,则放弃该业务分类属性, 执行步骤 S308。
步骤 S308 , 判断是否取到下一个业务分类属性, 如果有, 则执行步骤 S305; 如果没有则匹配结束, 进入步骤 S309。
步骤 S309 , 输出匹配到的所有来电原因类型。
综上可知, 通过本发明提供的技术方案, 首先以判定规则作为判定的基 础, 解决了对座席代表技能要求高的困难; 系统自动匹配通话中的业务分类 属性和来电原因的分类属性, 避免了主观判断存在偏差的问题和重复劳动的 问题, 降低了座席代表的处理时长, 节约了运营上的成本; 来电原因类型动 态管理维护, 能满足来电涉及业务的变化需求; 判定规则可以灵活的配置和 扩展, 从而使本方案便于移植、 维护。
显然, 本领域的技术人员应该明白, 上述的本发明的各模块或各步骤可 以用通用的计算装置来实现, 它们可以集中在单个的计算装置上, 或者分布 在多个计算装置所组成的网络上, 可选地, 它们可以用计算装置可执行的程 序代码来实现, 从而, 可以将它们存储在存储装置中由计算装置来执行, 或 者将它们分别制作成各个集成电路模块, 或者将它们中的多个模块或步骤制 作成单个集成电路模块来实现。 这样, 本发明不限制于任何特定的硬件和软
件结合。
当然, 本发明还可以有其他多种实施例, 在不背离本发明精神及其实质 形, 但这些相应的改变和变形都应属于本发明所附的权利要求的保护范围。
工业实用性
与现有技术相比, 本发明以判定规则作为判定的基础, 解决了对座席代 表技能要求高的困难; 其次, 系统自动匹配通话中的业务分类属性和来电原 因类型, 避免了主观判断存在偏差的问题和重复劳动的问题, 降低了座席代 表的处理时长, 节约了运营上的成本; 另外, 来电原因类型动态管理维护, 能满足来电涉及业务的变化需求; 判定规则可以灵活的配置和扩展, 从而使 本方案便于移植、 维护。
Claims
1、 一种进行话后总结的方法, 包括:
获取通话中的业务分类属性, 将所获取的业务分类属性与预存的一个或 多个判定规则进行匹配, 并输出匹配到的判定规则中的来电原因类型。
2、如权利要求 1所述的方法,还包括:获取通话中的业务分类属性之前, 在接收到外部来电原因判定请求时, 或者, 在定期抓取业务数据源时, 发起 来电原因判定。
3、 如权利要求 1所述的方法, 其中, 所述判定规则中, 一个业务分类属 性对应一个或多个来电原因类型。
4、 如权利要求 1所述的方法, 其中, 获取通话中的业务分类属性的步骤 包括:
所述通话包括多个业务分类属性时,获取所述通话的所有业务分类属性。
5、 如权利要求 1至 4任一所述的方法, 还包括: 根据判定需求进行如下 操作之一或其组合: 增加判定规则、删除已有判定规则和修改已有判定规则。
6、 一种进行话后总结的装置, 包括:
判定规则管理模块,其设置成预存一个或多个判定规则至判定规则库中; 判定受理模块, 其设置成获取通话中的业务分类属性;
判定匹配模块, 其设置成将所述判定受理模块所获取的业务分类属性与 所述判定规则进行匹配, 得到匹配的判定规则中的来电原因类型; 以及
输出模块, 其设置成输出判定匹配模块所得到的来电原因类型。
7、 如权利要求 6所述的装置, 其中, 所述判定受理模块是设置成在接收 到外部来电原因判定请求后, 才获取所述通话中的业务分类属性。
8、 如权利要求 6所述的装置, 还包括判定源数据抓取模块, 所述判定源 数据抓取模块设置成在定期抓取业务数据源时发送来电原因判定请求给判定 受理模块;
所述判定受理模块是设置成收到所述判定源数据抓取模块的来电原因判 定请求后, 才获取所述通话中的业务分类属性。
9、 如权利要求 6所述的装置, 其中, 在所述判定规则中, 一个业务分类 属性对应一个或多个来电原因类型。
10、 如权利要求 6所述的装置, 其中,
所述判定受理模块是设置成: 当所述通话包括多个业务分类属性时, 获 取所述通话中所有业务分类属性。
11、 如权利要求 6至 10任一所述的装置, 其中, 所述判定规则管理模块 还设置成根据判定需求进行如下操作之一或其组合: 增加判定规则、 删除判 定规则和修改已有判定规则。
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN201110082394.6 | 2011-04-01 | ||
CN2011100823946A CN102739881A (zh) | 2011-04-01 | 2011-04-01 | 一种进行话后总结的方法和装置 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2012129854A1 true WO2012129854A1 (zh) | 2012-10-04 |
Family
ID=46929371
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/CN2011/076102 WO2012129854A1 (zh) | 2011-04-01 | 2011-06-22 | 一种进行话后总结的方法和装置 |
Country Status (2)
Country | Link |
---|---|
CN (1) | CN102739881A (zh) |
WO (1) | WO2012129854A1 (zh) |
Families Citing this family (6)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN103873707B (zh) * | 2012-12-10 | 2017-07-18 | 中国电信股份有限公司 | 来电原因记录方法及呼叫中心座席系统 |
CN105991849B (zh) * | 2015-02-13 | 2019-03-01 | 华为技术有限公司 | 一种坐席服务方法、装置及系统 |
CN107025102B (zh) * | 2016-02-01 | 2020-10-16 | 腾讯科技(深圳)有限公司 | 一种基于规则文件的决策方法和系统 |
CN108829745B (zh) * | 2018-05-24 | 2021-06-04 | 北京三快在线科技有限公司 | 业务数据的管理方法、装置及电子设备 |
CN109040489B (zh) * | 2018-08-02 | 2021-01-26 | 中国联合网络通信集团有限公司 | 电信客服的分配方法和装置 |
CN111046067A (zh) * | 2018-10-11 | 2020-04-21 | 北京京东尚科信息技术有限公司 | 一种数据判定的方法和装置 |
Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6026387A (en) * | 1996-07-15 | 2000-02-15 | Kesel; Brad | Consumer comment reporting apparatus and method |
WO2004006092A2 (en) * | 2002-07-02 | 2004-01-15 | Sbc Properties, L.P. | Method, system, and apparatus for automating the creation of customer-centric interface |
CN1755723A (zh) * | 2004-09-09 | 2006-04-05 | 美国电报电话公司 | 用于报告来自自动对话系统的信息的系统和方法 |
Family Cites Families (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6882641B1 (en) * | 2000-02-23 | 2005-04-19 | Lucent Technologies Inc. | Call center queue administration |
CN101997996B (zh) * | 2009-08-13 | 2014-12-03 | 华为技术有限公司 | 一种排队路由的方法及装置 |
-
2011
- 2011-04-01 CN CN2011100823946A patent/CN102739881A/zh active Pending
- 2011-06-22 WO PCT/CN2011/076102 patent/WO2012129854A1/zh active Application Filing
Patent Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6026387A (en) * | 1996-07-15 | 2000-02-15 | Kesel; Brad | Consumer comment reporting apparatus and method |
WO2004006092A2 (en) * | 2002-07-02 | 2004-01-15 | Sbc Properties, L.P. | Method, system, and apparatus for automating the creation of customer-centric interface |
CN1755723A (zh) * | 2004-09-09 | 2006-04-05 | 美国电报电话公司 | 用于报告来自自动对话系统的信息的系统和方法 |
Also Published As
Publication number | Publication date |
---|---|
CN102739881A (zh) | 2012-10-17 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
WO2012129854A1 (zh) | 一种进行话后总结的方法和装置 | |
WO2012126213A1 (zh) | 来电原因的判定方法及装置 | |
US20140376714A1 (en) | Method and apparatus for processing repetitive calls to a hotline | |
CN109766189A (zh) | 集群调度方法和装置 | |
US9232068B2 (en) | Conference call authentication utilizing passcodes personal to users | |
WO2008095384A1 (en) | Matching method and system for marketing campaign recommendation | |
CN111209309A (zh) | 数据流图处理结果确定方法、装置、设备及存储介质 | |
CN106993089A (zh) | 语音菜单显示的方法与装置 | |
WO2008017221A1 (fr) | Réseau de service de valeur ajoutée, serveur rvi et procédé permettant d'analyser le suivi de processus en temps réel | |
CN104754153A (zh) | 客服系统及其客户服务方法 | |
CN104079711A (zh) | 一种基于语音识别的呼叫方法 | |
CN111460212A (zh) | 语音流程设置方法、装置、计算机设备和存储介质 | |
CN114401493A (zh) | 一种消息推送方法及其服务系统 | |
CN107332964B (zh) | 自动判断长途号码匹配患者档案的方法、装置及存储介质 | |
US7333836B2 (en) | System and method for providing mobile device capability to a wireless network subscriber | |
CN113051332B (zh) | 一种基于大数据技术的多源数据集成方法及其系统 | |
CN101047890B (zh) | 客户手机终端短信自助投诉方法 | |
JP6205681B2 (ja) | 顧客対応支援システム、エージェント端末装置、顧客対応支援方法、及びプログラム | |
CN102572128A (zh) | 一种电话签到系统 | |
CN110263023B (zh) | 自动外呼方法、装置及计算机可读存储介质 | |
EP2713550A1 (en) | Centralized online charging method and equipment | |
CN111125263A (zh) | 预约请求的管理方法、预约功能实体以及可读存储介质 | |
CN105323391A (zh) | 一种自动语音菜单播报方法和装置 | |
WO2012058871A1 (zh) | 客服自动化方法及系统 | |
CN103813034B (zh) | 一种业务实现的方法、终端及业务服务器 |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
121 | Ep: the epo has been informed by wipo that ep was designated in this application |
Ref document number: 11862780 Country of ref document: EP Kind code of ref document: A1 |
|
NENP | Non-entry into the national phase |
Ref country code: DE |
|
122 | Ep: pct application non-entry in european phase |
Ref document number: 11862780 Country of ref document: EP Kind code of ref document: A1 |