WO2015176404A1 - Data analysis method and device for contact center - Google Patents
Data analysis method and device for contact center Download PDFInfo
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- WO2015176404A1 WO2015176404A1 PCT/CN2014/084749 CN2014084749W WO2015176404A1 WO 2015176404 A1 WO2015176404 A1 WO 2015176404A1 CN 2014084749 W CN2014084749 W CN 2014084749W WO 2015176404 A1 WO2015176404 A1 WO 2015176404A1
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- the present invention relates to the field of communications technologies, and in particular, to a data analysis method and apparatus for a contact center.
- the customer contact center is an important part of the enterprise. It is responsible for collecting and analyzing the opinions and suggestions of user feedback, providing such information to other functional departments corresponding to the user feedback information, and answering the internal business information of the department to the user in time. User's understanding. With the deep development of Internet technology, contact centers and customers have more and more contact channels, such as voice, mail, fax, SMS, Weibo, WeChat, IM (Instant Messenger, instant messaging), and Internet cafes.
- the technical problem to be solved by the embodiments of the present invention is to provide a data analysis method and apparatus for a contact center, which is used to solve the problem of poor accuracy of communication center data analysis efficiency in the prior art.
- a data analysis method for a contact center including: establishing a corresponding analysis template according to an analysis task, where the analysis template includes an acquisition rule for analyzing data, where The analysis data is the original data required to complete the analysis task; the analysis data is obtained from the user data source through the analysis template; and the acquired analysis data is semantically analyzed to complete the analysis task.
- the method further includes: adjusting the analysis template according to the change of the user data source and the change of the analysis task.
- the user data source includes a user contact data source and/or a business record data source.
- the user contact data source includes at least one of the following: an IVR (Interactive Voice Response) data or log, a mail interaction data or a log, a short message interaction data or a log, a microblog interaction data or a log.
- IVR Interactive Voice Response
- the service record data source includes at least one of the following: a business complaint form, a business transaction form, a business trouble sheet, and a CRM (customer relationship management) data.
- the method further includes: determining whether the analysis template is related to the user The data source is matched; the obtaining the analysis data from the user data source by using the analysis template includes: determining, by the analysis template, from the user data source, by determining that the analysis template matches the user data source Obtain the analysis data.
- a data analysis apparatus for a contact center including: an establishing unit, configured to establish a corresponding analysis template according to an analysis task, where the analysis template includes an acquisition rule for analyzing data,
- the analysis data is the original data required to complete the analysis task;
- the obtaining unit is configured to acquire the analysis data from the user data source by using the analysis template;
- the analyzing unit is configured to perform the analysis on the acquired
- the data is semantically analyzed to complete the analysis task.
- the device further includes an adjusting unit, configured to adjust the analysis template according to the change of the user data source and the change of the analysis task.
- the user data source includes a user contact data source and/or a business record data source.
- the user contact data source includes at least one of the following: IVR data or log, mail interaction data or log, short message interaction data or log, microblog interaction data or log, WeChat interaction data or log, and network interaction data.
- the log; the service record data source includes at least one of the following: a business complaint form, a business check order, a service ticket, and a CRM data.
- the device further includes: a determining unit, configured to determine whether the analysis template matches the user data source; And the acquiring unit is configured to acquire the analysis data from the user data source by using the analysis template, if the determining unit determines that the analysis template matches the user data source.
- the data analysis method and device for the contact center provided by the embodiment of the present invention can establish an analysis template corresponding to the analysis task, and obtain the analysis data required for completing the analysis task from the user data source through the analysis template, and then Semantic analysis of the acquired analysis data to complete the analysis task.
- the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed data in the user data source, the required analysis data can be quickly and accurately obtained according to the acquisition rules in the analysis template, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center.
- FIG. 1 is a flowchart of a data analysis method for a contact center according to an embodiment of the present invention
- FIG. 2 is a detailed flowchart of a data analysis method for a contact center according to an embodiment of the present invention
- FIG. 3 is a schematic structural diagram of a data analysis apparatus for a contact center according to an embodiment of the present invention.
- DETAILED DESCRIPTION OF THE INVENTION The present invention will be described in detail below with reference to the accompanying drawings. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
- an embodiment of the present invention provides a data analysis method for a contact center, including: S11.
- a corresponding analysis template is established according to an analysis task, where the analysis template includes an acquisition rule U of the analysis data.
- the analysis data is the original data required to complete the analysis task;
- S12 the analysis data is obtained from the user data source by using the analysis template;
- the data analysis method for the contact center provided by the embodiment of the present invention can establish an analysis template corresponding to the analysis task, and obtain the analysis data required for completing the analysis task from the user data source through the analysis template, and then obtain the obtained analysis data.
- the data is analyzed for semantic analysis to complete the analysis task.
- the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed information in the user data source, according to The acquisition rules in the analysis template can quickly and accurately obtain the required analysis data, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center.
- the analysis task refers to information related to the user that the owner of the contact center desires to obtain, for example, what claims the user has, what dissatisfaction with the product, which are potential users of the product, and the like.
- This information can be obtained directly from the user through online questionnaires, etc., or it can be embedded in various interactions between the user and the contact center, and needs further analysis and extraction. Since the communication channels between the contact center and the user are various, how to extract the required information from various users and various channels of information becomes the key to realize the analysis task.
- Embodiments of the present invention implement such data filtering by analyzing templates.
- the analysis rule may include an acquisition rule of the analysis data, where the analysis data is the original data required to complete the analysis task.
- the analysis data is obtained from the user data source by using the analysis template, where the user data source may be a user contact data source or a service record data source, and the present invention
- the user data source may be a user contact data source or a service record data source
- the present invention The embodiment does not limit this.
- User contact data source refers to the data source formed by the contact center's service personnel and users in various ways, such as interactive voice response IVR data or log, mail interaction data or log, SMS interaction data or log, microblog interaction data.
- Or log, WeChat interaction data or log, network office interaction data or log, etc.; and business record data source refers to various documents generated by users when they handle various services through the contact center, such as business complaints, business checklists, business Tickets, CRM data, etc.
- the analysis data is obtained from the user data source by using the analysis template, and the main method is to obtain corresponding analysis data from the user data source according to the analysis data acquisition rule set in the analysis template.
- the acquisition rule of the analysis data is based on which rules the original data required for completing the analysis task is filtered out from the user data source.
- the acquisition rule may include the start and end points of the time period, the communication records of all the telephone channels, and the like. If the analysis task is to understand the user's complaint situation, the corresponding acquisition rule may include setting the vocabulary, tone, and the like related to the complaint in all communication modes such as voice, mail, short message, microblog, and WeChat. Any rule that can filter customer data sources for analysis tasks can be included. The embodiment of the present invention does not limit this. It should be noted that the analysis template is established according to the analysis task. When the analysis task changes, the analysis template can also be adjusted accordingly, thereby implementing dynamic maintenance of the analysis template.
- step S11 may further include the step of adjusting the analysis template according to the change of the user data source and the change of the analysis task. For example, if the original analysis task is to investigate the hot issues that the user is currently most concerned about, the new analysis task will be changed. In addition to investigating the hot issues that users are currently most concerned about, it is also necessary to know the age and gender of these users. Distribution, then you can add new rules added to the new analysis task to the analysis template, in order to adjust the analysis template to achieve new analysis tasks. After obtaining the corresponding analysis data from the user data source, in step S13, the analysis data can be semantically analyzed, and the analysis task is completed through certain statistics and data processing.
- the analysis of the analysis data can be completed through voice analysis and semantic analysis.
- the acquisition rules set in the analysis template may be applicable to various user data sources.
- the analysis template may be further optimized.
- the step S11 and the step S12 may further include: determining whether the analysis template matches the user data source;
- Step S12 may specifically include: acquiring, by the analysis template, the analysis data from the user data source, when determining that the analysis template matches the user data source.
- the method for determining whether the analysis template matches the user data source may be various, and the embodiment of the present invention is not limited thereto.
- whether the analysis template matches the user data source may be determined according to the matching degree of the number of acquisition rules, the specific content, and the like in the analysis template with the user data source. It is assumed that the match degree is 1 when the two match perfectly, and the match degree is 0 when the match is completely matched. If the match degree is greater than 0.7, the analysis template is considered to be matched with the user data source, and the analysis template can be used from the user. The data source obtains the analysis data, otherwise the analysis template needs to be optimized.
- the data analysis method for the contact center provided by the present invention will be described in detail below by way of specific embodiments. As shown in FIG.
- the contact center wants to know what the hot issues that the user is most concerned about in the past week, and the following steps can be used to obtain the problem from the user data source of the contact center. Analysis results. S101, determining the analysis task as "analysing the hot issues most concerned in the past week";
- the analysis template corresponding to the analysis task is established according to the analysis task determined by S101. Specifically, in the analysis template, some acquisition rules of the analysis data are set, including: the object to be inspected is contact data source and service for all users. Record data sources, because users may express their opinions and concerns about different issues through any one or more of these data sources, in order to conduct comprehensive statistics and points for the task. Analysis, can not miss any way. The inspection period is the most recent week. The hot issues of investigation can be refined by the repetition frequency of the same kind of problems.
- the analysis data may be obtained from the user data source periodically or in real time according to various acquisition rules set in the analysis template.
- step S105 determining whether all user data sources of the communication serial number have been analyzed, if not, proceeding to step S105; otherwise, the data analysis is ended, and the analysis result is output;
- the data analysis method for the contact center provided by this embodiment can provide comprehensive and accurate problem discovery and suggestions to the contact center operation and even the enterprise operation through multi-channel and multi-dimensional business data analysis, and the specific performance is as follows: Central user log and user CRM data integration for user behavior analysis, providing users with personalized voice navigation and marketing recommendations, improving user marketing hit rate and improving customer satisfaction; can analyze contact center automatic business, transfer manual business log, provide voice Navigation menu optimization suggestions and agent scheduling suggestions to improve customer satisfaction and reduce contact center personnel costs; Through semantic intelligence analysis (including voice-to-text), incremental analysis of user complaints, business consulting related problem roots, timely discovery of enterprises The problem.
- the comprehensive analysis of the recording improved the various drawbacks of the manual quality inspection;
- multi-channel business data analysis it can provide users with hot issues and trend analysis, provide decision data support for enterprise operations, and also serve as the focus of follow-up customer service personnel training content.
- the data analysis method can be based on cloud computing, thereby making full use of the existing hardware resources of the enterprise and reducing costs.
- an embodiment of the present invention further provides a data analysis apparatus for a contact center, including: an establishing unit 310, configured to establish a corresponding analysis template according to an analysis task, where the analysis template includes An acquisition rule of the analysis data, wherein the analysis data is original data required to complete the analysis task; the obtaining unit 312 is configured to acquire the analysis data from the user data source according to the analysis template; the analyzing unit 314, It is configured to perform semantic analysis on the acquired analysis data to complete the analysis task.
- the data analysis device for the contact center provided by the embodiment of the present invention, the establishing unit 310 can establish an analysis template corresponding to the analysis task, and the obtaining unit 312 can obtain the analysis data required for completing the analysis task from the user data source through the analysis template.
- the acquired analysis data is further subjected to semantic analysis by the analyzing unit 314 to complete the analysis task.
- the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed data in the user data source, the required analysis data can be quickly and accurately obtained according to the acquisition rules in the analysis template, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center.
- the user data source may include a user contact data source, and may also include a business record data source.
- the user contact data source includes at least one of the following: an interactive voice response IVR data or log, a mail interaction data or a log, a short message interaction data or a log, a microblog interaction data or a log, a WeChat interaction data or a log, and a network hall.
- the business record data source may include at least one of the following: a business complaint, a business ticket, a business ticket, and CRM data.
- the apparatus may further include an adjusting unit configured to adjust the analysis template according to the change of the user data source and the change of the analysis task.
- the data analysis apparatus for the contact center may further include a determining unit, configured to determine whether the analysis template matches the user data source;
- the obtaining unit 312 may be configured to obtain the analysis data from the user data source according to the analysis template if the determining unit determines that the analysis template matches the user data source.
- the above technical solution provided by the present invention can be applied to a data analysis process for a contact center, can establish an analysis template corresponding to an analysis task, and obtain an analysis task from a user data source through the analysis template.
- the required analysis data is subjected to semantic analysis of the acquired analysis data to complete the analysis task.
- the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed data in the user data source, the required analysis data can be quickly and accurately obtained according to the acquisition rules in the analysis template, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center.
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Abstract
The present invention relates to the technical field of communications. Provided are a data analysis method and device for a contact center, which are used to solve the problem in the prior art that data analysis of a contact center has low efficiency and accuracy. The method comprises: establishing a corresponding analysis template according to an analysis task, the analysis template being provided with an acquisition rule of analytical data, and the analytical data being original data required for completing the analysis task; acquiring the analytical data from a user data source by means of the analysis template; and performing semantic analysis on the acquired analytical data to complete the analysis task. The present invention can be applied to the data analysis application of a contact center.
Description
一种用于联络中心的数据分析方法及装置 技术领域 本发明涉及通信技术领域，特别是涉及一种用于联络中心的数据分析方法及装置。 背景技术 客户联络中心是企业的重要组成部分， 负责收集整理和分析用户反馈的意见、 建 议， 向其他与用户反馈信息对应职能部门提供这些信息， 并将部门内部的业务信息及 时向用户解答， 促成用户的理解。 随着互联网技术的纵深发展， 联络中心与客户的接触渠道也越来越多， 如语音、 邮件、 传真、 短信、 微博、 微信、 IM (Instant Messenger, 即时通信）、 网厅等。 面对 接触渠道的多样化， 如果没有正确、 合理、 智能的运营分析平台和方法， 将很难从联 络中心浩如烟海的数据中快速高效地分析出所需要的信息。 发明内容 本发明实施例要解决的技术问题是提供一种用于联络中心的数据分析方法及装 置， 用以解决现有技术中联络中心数据分析效率低下准确性差的问题。 为达上述目的， 根据本发明的一个实施例， 提供一种用于联络中心的数据分析方 法， 包括： 根据分析任务建立对应的分析模板， 所述分析模板中包括分析数据的获取规则， 其中， 所述分析数据为完成所述分析任务所需要的原始数据； 通过所述分析模板从用户数据源中获取所述分析数据； 对获取的所述分析数据进行语义分析， 以完成所述分析任务。 可选的， 所述根据分析任务建立对应的分析模板之后， 所述方法还包括： 根据所 述用户数据源的变化和所述分析任务的变更， 调整所述分析模板。 可选的， 所述用户数据源包括用户接触数据源和 /或业务记录数据源。
可选的， 所述用户接触数据源包括以下至少一种： IVR(Interactive Voice Response, 互动式语音应答；)数据或日志， 邮件交互数据或日志， 短信交互数据或日志， 微博交互 数据或日志， 微信交互数据或日志， 网厅交互数据或日志； 所述业务记录数据源包括 以下至少一种： 业务投诉单， 业务办理单， 业务故障单， CRM (customer relationship management, 客户关系管理） 数据。 优选地， 所述根据分析任务建立对应的分析模板之后， 所述通过所述分析模板从 用户数据源中获取所述分析数据之前， 所述方法还包括： 确定所述分析模板是否与所述用户数据源匹配； 所述通过所述分析模板从用户数据源中获取所述分析数据包括： 在确定所述分析模板与所述用户数据源匹配的情况下， 通过所述分析模板从用户 数据源中获取所述分析数据。 根据本发明的另一实施例， 还提供一种用于联络中心的数据分析装置， 包括： 建立单元， 设置为根据分析任务建立对应的分析模板， 所述分析模板中包括分析 数据的获取规则， 其中， 所述分析数据为完成所述分析任务所需要的原始数据； 获取单元， 设置为通过所述分析模板从用户数据源中获取所述分析数据； 分析单元， 设置为对获取的所述分析数据进行语义分析， 以完成所述分析任务。 可选的， 所述装置还包括调整单元， 设置为根据所述用户数据源的变化和所述分 析任务的变更， 调整所述分析模板。 可选的， 所述用户数据源包括用户接触数据源和 /或业务记录数据源。 可选的， 所述用户接触数据源包括以下至少一种： IVR数据或日志， 邮件交互数 据或日志， 短信交互数据或日志， 微博交互数据或日志， 微信交互数据或日志， 网厅 交互数据或日志； 所述业务记录数据源包括以下至少一种： 业务投诉单， 业务办理单， 业务故障单， CRM数据。 优选地， 所述装置还包括： 确定单元， 设置为确定所述分析模板是否与所述用户数据源匹配；
所述获取单元， 设置为在所述确定单元确定所述分析模板与所述用户数据源匹配 的情况下， 通过所述分析模板从用户数据源中获取所述分析数据。 本发明实施例提供的用于联络中心的数据分析方法及装置， 能够建立和与分析任 务对应的分析模板， 并通过所述分析模板从用户数据源中获取完成分析任务所需要的 分析数据， 再对获取的分析数据进行语义分析从而完成所述分析任务。 这样就能根据 每一个分析任务的具体需要， 直接从用户数据源中提取出符合预设获取规则的分析数 据， 并从这些分析数据中分析出大量的用户信息。 由于用户数据源中的数据详实信息 量大， 根据分析模板中的获取规则又能够快速准确地获取所需要的分析数据， 因而大 大提高了联络中心的数据分析效率和数据分析准确性。 附图说明 图 1是本发明实施例提供的用于联络中心的数据分析方法的一种流程图； 图 2是本发明实施例提供的用于联络中心的数据分析方法的一种详细的流程图； 图 3是本发明实施例提供的用于联络中心的数据分析装置的一种结构示意图。 具体实施方式 以下结合附图对本发明进行详细说明。 应当理解， 此处所描述的具体实施例仅仅 用以解释本发明， 并不限定本发明。 如图 1所示， 本发明的实施例提供一种用于联络中心的数据分析方法， 包括： S11 ,根据分析任务建立对应的分析模板，所述分析模板中包括分析数据的获取规 贝 U， 其中， 所述分析数据为完成所述分析任务所需要的原始数据； S12, 通过所述分析模板从用户数据源中获取所述分析数据； TECHNICAL FIELD The present invention relates to the field of communications technologies, and in particular, to a data analysis method and apparatus for a contact center. BACKGROUND The customer contact center is an important part of the enterprise. It is responsible for collecting and analyzing the opinions and suggestions of user feedback, providing such information to other functional departments corresponding to the user feedback information, and answering the internal business information of the department to the user in time. User's understanding. With the deep development of Internet technology, contact centers and customers have more and more contact channels, such as voice, mail, fax, SMS, Weibo, WeChat, IM (Instant Messenger, instant messaging), and Internet cafes. In the face of diversification of contact channels, if there is no correct, reasonable and intelligent operational analysis platform and method, it will be difficult to quickly and efficiently analyze the required information from the vast data of the contact center. SUMMARY OF THE INVENTION The technical problem to be solved by the embodiments of the present invention is to provide a data analysis method and apparatus for a contact center, which is used to solve the problem of poor accuracy of communication center data analysis efficiency in the prior art. In order to achieve the above objective, according to an embodiment of the present invention, a data analysis method for a contact center is provided, including: establishing a corresponding analysis template according to an analysis task, where the analysis template includes an acquisition rule for analyzing data, where The analysis data is the original data required to complete the analysis task; the analysis data is obtained from the user data source through the analysis template; and the acquired analysis data is semantically analyzed to complete the analysis task. Optionally, after the establishing the corresponding analysis template according to the analysis task, the method further includes: adjusting the analysis template according to the change of the user data source and the change of the analysis task. Optionally, the user data source includes a user contact data source and/or a business record data source. Optionally, the user contact data source includes at least one of the following: an IVR (Interactive Voice Response) data or log, a mail interaction data or a log, a short message interaction data or a log, a microblog interaction data or a log. The WeChat interaction data or log, the network office interaction data or the log; the service record data source includes at least one of the following: a business complaint form, a business transaction form, a business trouble sheet, and a CRM (customer relationship management) data. Preferably, after the obtaining the corresponding analysis template according to the analysis task, before the obtaining the analysis data from the user data source by using the analysis template, the method further includes: determining whether the analysis template is related to the user The data source is matched; the obtaining the analysis data from the user data source by using the analysis template includes: determining, by the analysis template, from the user data source, by determining that the analysis template matches the user data source Obtain the analysis data. According to another embodiment of the present invention, a data analysis apparatus for a contact center is provided, including: an establishing unit, configured to establish a corresponding analysis template according to an analysis task, where the analysis template includes an acquisition rule for analyzing data, The analysis data is the original data required to complete the analysis task; the obtaining unit is configured to acquire the analysis data from the user data source by using the analysis template; and the analyzing unit is configured to perform the analysis on the acquired The data is semantically analyzed to complete the analysis task. Optionally, the device further includes an adjusting unit, configured to adjust the analysis template according to the change of the user data source and the change of the analysis task. Optionally, the user data source includes a user contact data source and/or a business record data source. Optionally, the user contact data source includes at least one of the following: IVR data or log, mail interaction data or log, short message interaction data or log, microblog interaction data or log, WeChat interaction data or log, and network interaction data. Or the log; the service record data source includes at least one of the following: a business complaint form, a business check order, a service ticket, and a CRM data. Preferably, the device further includes: a determining unit, configured to determine whether the analysis template matches the user data source; And the acquiring unit is configured to acquire the analysis data from the user data source by using the analysis template, if the determining unit determines that the analysis template matches the user data source. The data analysis method and device for the contact center provided by the embodiment of the present invention can establish an analysis template corresponding to the analysis task, and obtain the analysis data required for completing the analysis task from the user data source through the analysis template, and then Semantic analysis of the acquired analysis data to complete the analysis task. In this way, according to the specific needs of each analysis task, the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed data in the user data source, the required analysis data can be quickly and accurately obtained according to the acquisition rules in the analysis template, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center. BRIEF DESCRIPTION OF DRAWINGS FIG. 1 is a flowchart of a data analysis method for a contact center according to an embodiment of the present invention; FIG. 2 is a detailed flowchart of a data analysis method for a contact center according to an embodiment of the present invention; FIG. 3 is a schematic structural diagram of a data analysis apparatus for a contact center according to an embodiment of the present invention. DETAILED DESCRIPTION OF THE INVENTION The present invention will be described in detail below with reference to the accompanying drawings. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. As shown in FIG. 1 , an embodiment of the present invention provides a data analysis method for a contact center, including: S11. A corresponding analysis template is established according to an analysis task, where the analysis template includes an acquisition rule U of the analysis data. The analysis data is the original data required to complete the analysis task; S12, the analysis data is obtained from the user data source by using the analysis template;
S13 , 对获取的所述分析数据进行语义分析， 以完成所述分析任务。 本发明实施例提供的用于联络中心的数据分析方法， 能够建立与分析任务对应的 分析模板，并通过所述分析模板从用户数据源中获取完成分析任务所需要的分析数据， 再对获取的分析数据进行语义分析从而完成所述分析任务。 这样就能根据每一个分析 任务的具体需要， 直接从用户数据源中提取出符合预设获取规则的分析数据， 并从这 些分析数据中分析出大量的用户信息。 由于用户数据源中的数据详实信息量大， 根据
分析模板中的获取规则又能够快速准确地获取所需要的分析数据， 因而大大提高了联 络中心的数据分析效率和数据分析准确性。 具体而言， 在步骤 S11中， 分析任务是指联络中心的拥有者所期望获得的与用户 相关的信息， 例如， 用户有哪些诉求， 对产品有哪些不满， 哪些是产品的潜在用户等 等。 这些信息既可以是通过在线问卷调查等方式从用户处直接获得的， 也可以是隐含 在用户与联络中心的各种互动沟通中， 需要进一步分析和提取的。 由于联络中心与用 户之间的沟通渠道多种多样， 怎样从各种用户、 各种渠道的信息中提取出所需要的信 息就成为实现该分析任务的关键。 本发明的实施例是通过分析模板来实现这种数据筛选的。 具体而言， 在分析模板 中可包括分析数据的获取规则， 其中， 该分析数据即为完成所述分析任务所需要的原 始数据。 也就是说， 根据分析模板中的获取规则即可从大量的客户数据源中筛选出完 成所述分析任务所需要的原始数据。 可选的， 在步骤 S12中， 通过所述分析模板从用户数据源中获取所述分析数据， 其中， 所述用户数据源既可以为用户接触数据源， 也可以为业务记录数据源， 本发明 的实施例对此不作限制。 用户接触数据源是指联络中心的服务人员与用户进行各种途 径的沟通形成的数据源，例如互动式语音应答 IVR数据或日志，邮件交互数据或日志， 短信交互数据或日志， 微博交互数据或日志， 微信交互数据或日志， 网厅交互数据或 日志等；而业务记录数据源是指用户通过联络中心办理各种业务时生成的各种单据等， 例如业务投诉单， 业务办理单， 业务故障单， CRM数据等。 通过所述分析模板从用户数据源中获取所述分析数据， 其主要方式还是根据分析 模板中设置的分析数据获取规则来从用户数据源中获取相应的分析数据。 其中， 分析 数据的获取规则也就是根据何种规则从用户数据源中筛选出完成分析任务所需要的原 始数据。 例如， 如果分析任务是要了解某个时间段内用户来电的原因， 则该获取规则 可以包括这段时间段的起止点， 所有的电话途径的沟通记录等。 如果分析任务是要了 解用户的投诉情况， 则对应的获取规则可以包括对语音、 邮件、 短信、 微博、 微信等 所有沟通方式中与投诉相关的词汇、 语气等的设定。 凡是能够针对分析任务对客户数 据源进行筛选的规则都可以包括其中。 本发明的实施例对此不做限定。 需要说明的是， 分析模板是根据分析任务建立的， 当分析任务有所变化时， 分析 模板也可以进行相应的调整， 从而实现对分析模板的动态维护。 此时， 步骤 S11之后 还可包括根据所述用户数据源的变化和所述分析任务的变更， 调整所述分析模板的步 骤。
举例说明， 若原有的分析任务为调查用户当前最为关注的热点问题， 新的分析任 务对此有所变更， 除了需要调查用户当前最为关注的热点问题外， 还需要了解一下这 些用户的年龄和性别分布， 那么就可以将新的分析任务中新追加的规则增加到分析模 板中， 以便调整该分析模板， 实现新的分析任务。 从用户数据源中获取到相应的分析数据后， 在歩骤 S13中， 即可以对这些分析数 据进行语义分析， 并通过一定的统计和数据处理完成分析任务。 可选的， 对于语音形 式的数据或日志， 可以通过语音分析和语义分析一起完成对分析数据的分析。 需要说明的是， 由于用户数据源种类繁多， 分析模板中设定的获取规则对于各种 用户数据源的适用程度可能不同， 为了确保数据分析结果的准确性， 也为了可以对分 析模板进行进一步优化， 以使其能更有效的进行分析数据的获取， 在本发明的一些实 施例中， 步骤 S11和步骤 S12之间还可包括： 确定所述分析模板是否与所述用户数据 源匹配； 相应的， 步骤 S12可具体包括： 在确定所述分析模板与所述用户数据源匹配 的情况下， 通过所述分析模板从用户数据源中获取所述分析数据。 可选的， 确定分析 模板与用户数据源是否匹配的方法可以多种多样， 本发明的实施例对此并不限制。 例 如， 在本发明的一个实施例中， 可以根据分析模板中的获取规则的数量、 具体内容等 与用户数据源的匹配度来确定分析模板是否与用户数据源相匹配。 假定二者完全匹配 时匹配度为 1， 完全不匹配时， 匹配度为 0， 则可以规定匹配度在 0.7以上时， 认为分 析模板与用户数据源是匹配的， 可以使用该分析模板从该用户数据源获取分析数据， 否则， 还需要对该分析模板进行优化。 下面通过具体实施例来对本发明提供的用于联络中心的数据分析方法进行详细的 说明。 如图 2所示， 在本发明的一个实施例中， 联络中心欲了解一下最近一周内用户最 为关心的热点问题是什么， 则可以通过以下步骤从联络中心的用户数据源中得出该问 题的分析结果。 S101 , 确定分析任务为 "分析最近一周最为关心的热点问题"； S13: Perform semantic analysis on the acquired analysis data to complete the analysis task. The data analysis method for the contact center provided by the embodiment of the present invention can establish an analysis template corresponding to the analysis task, and obtain the analysis data required for completing the analysis task from the user data source through the analysis template, and then obtain the obtained analysis data. The data is analyzed for semantic analysis to complete the analysis task. In this way, according to the specific needs of each analysis task, the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed information in the user data source, according to The acquisition rules in the analysis template can quickly and accurately obtain the required analysis data, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center. Specifically, in step S11, the analysis task refers to information related to the user that the owner of the contact center desires to obtain, for example, what claims the user has, what dissatisfaction with the product, which are potential users of the product, and the like. This information can be obtained directly from the user through online questionnaires, etc., or it can be embedded in various interactions between the user and the contact center, and needs further analysis and extraction. Since the communication channels between the contact center and the user are various, how to extract the required information from various users and various channels of information becomes the key to realize the analysis task. Embodiments of the present invention implement such data filtering by analyzing templates. Specifically, the analysis rule may include an acquisition rule of the analysis data, where the analysis data is the original data required to complete the analysis task. That is to say, according to the acquisition rule in the analysis template, the original data required to complete the analysis task can be filtered out from a large number of customer data sources. Optionally, in step S12, the analysis data is obtained from the user data source by using the analysis template, where the user data source may be a user contact data source or a service record data source, and the present invention The embodiment does not limit this. User contact data source refers to the data source formed by the contact center's service personnel and users in various ways, such as interactive voice response IVR data or log, mail interaction data or log, SMS interaction data or log, microblog interaction data. Or log, WeChat interaction data or log, network office interaction data or log, etc.; and business record data source refers to various documents generated by users when they handle various services through the contact center, such as business complaints, business checklists, business Tickets, CRM data, etc. The analysis data is obtained from the user data source by using the analysis template, and the main method is to obtain corresponding analysis data from the user data source according to the analysis data acquisition rule set in the analysis template. The acquisition rule of the analysis data is based on which rules the original data required for completing the analysis task is filtered out from the user data source. For example, if the analysis task is to understand the reason for the user's incoming call within a certain period of time, the acquisition rule may include the start and end points of the time period, the communication records of all the telephone channels, and the like. If the analysis task is to understand the user's complaint situation, the corresponding acquisition rule may include setting the vocabulary, tone, and the like related to the complaint in all communication modes such as voice, mail, short message, microblog, and WeChat. Any rule that can filter customer data sources for analysis tasks can be included. The embodiment of the present invention does not limit this. It should be noted that the analysis template is established according to the analysis task. When the analysis task changes, the analysis template can also be adjusted accordingly, thereby implementing dynamic maintenance of the analysis template. At this time, step S11 may further include the step of adjusting the analysis template according to the change of the user data source and the change of the analysis task. For example, if the original analysis task is to investigate the hot issues that the user is currently most concerned about, the new analysis task will be changed. In addition to investigating the hot issues that users are currently most concerned about, it is also necessary to know the age and gender of these users. Distribution, then you can add new rules added to the new analysis task to the analysis template, in order to adjust the analysis template to achieve new analysis tasks. After obtaining the corresponding analysis data from the user data source, in step S13, the analysis data can be semantically analyzed, and the analysis task is completed through certain statistics and data processing. Optionally, for voice data or log, the analysis of the analysis data can be completed through voice analysis and semantic analysis. It should be noted that due to the wide variety of user data sources, the acquisition rules set in the analysis template may be applicable to various user data sources. To ensure the accuracy of the data analysis results, the analysis template may be further optimized. In some embodiments of the present invention, the step S11 and the step S12 may further include: determining whether the analysis template matches the user data source; Step S12 may specifically include: acquiring, by the analysis template, the analysis data from the user data source, when determining that the analysis template matches the user data source. Optionally, the method for determining whether the analysis template matches the user data source may be various, and the embodiment of the present invention is not limited thereto. For example, in an embodiment of the present invention, whether the analysis template matches the user data source may be determined according to the matching degree of the number of acquisition rules, the specific content, and the like in the analysis template with the user data source. It is assumed that the match degree is 1 when the two match perfectly, and the match degree is 0 when the match is completely matched. If the match degree is greater than 0.7, the analysis template is considered to be matched with the user data source, and the analysis template can be used from the user. The data source obtains the analysis data, otherwise the analysis template needs to be optimized. The data analysis method for the contact center provided by the present invention will be described in detail below by way of specific embodiments. As shown in FIG. 2, in an embodiment of the present invention, the contact center wants to know what the hot issues that the user is most concerned about in the past week, and the following steps can be used to obtain the problem from the user data source of the contact center. Analysis results. S101, determining the analysis task as "analysing the hot issues most concerned in the past week";
S102, 根据 S101确定的分析任务， 建立与该分析任务对应的分析模板； 具体的， 在该分析模板中， 设置了一些分析数据的获取规则， 包括： 考察对象为 所有的用户接触数据源和业务记录数据源， 因为用户可能通过这些数据源中的任意一 种或多种表达自己的意见以及对不同问题的关注， 为了对该任务进行全面的统计和分
析， 不能遗漏任何一种途径。 考察时间段为最近一周。 考察的热点问题， 可以通过同 一类问题的重复出现频率来提炼。 S102. The analysis template corresponding to the analysis task is established according to the analysis task determined by S101. Specifically, in the analysis template, some acquisition rules of the analysis data are set, including: the object to be inspected is contact data source and service for all users. Record data sources, because users may express their opinions and concerns about different issues through any one or more of these data sources, in order to conduct comprehensive statistics and points for the task. Analysis, can not miss any way. The inspection period is the most recent week. The hot issues of investigation can be refined by the repetition frequency of the same kind of problems.
5103 , 通过分析模板从用户数据源中获取所述分析数据； 本步骤中， 可以根据分析模板中设定的各种获取规则， 定期或者实时从用户数据 源中获取所述分析数据。 5103. Acquire the analysis data from the user data source by using the analysis template. In this step, the analysis data may be obtained from the user data source periodically or in real time according to various acquisition rules set in the analysis template.
5104, 将获取的分析数据进行整合， 如把接触语音， 日志， 业务信息按沟通流水 号进行排列。 5104, integrating the acquired analysis data, such as contacting the voice, the log, and the business information according to the communication serial number.
5105 , 确定一个沟通流水号中的用户数据源是否和分析模板匹配； 如果匹配， 执 行步骤 S106; 如果不匹配， 执行步骤 S109; 5105, determining whether the user data source in a communication serial number matches the analysis template; if yes, executing step S106; if not, executing step S109;
S106, 打上匹配标志和匹配度， 使用该分析模板从该沟通流水号下的用户数据源 中获取分析数据； S106: Matching the matching flag and the matching degree, and using the analysis template, obtaining the analysis data from the user data source under the communication serial number;
5107, 对获取的分析数据进行语义分析， 从而获知分析数据中的详细信息， 以便 完成分析任务； 5107, performing semantic analysis on the acquired analysis data, so as to obtain detailed information in the analysis data, so as to complete the analysis task;
5108, 确定所有沟通流水号的用户数据源是否都已经分析完毕， 如果没有， 则继 续执行步骤 S105 ; 否则， 数据分析结束， 输出分析结果； 5108, determining whether all user data sources of the communication serial number have been analyzed, if not, proceeding to step S105; otherwise, the data analysis is ended, and the analysis result is output;
5109, 如果不匹配， 对该分析模板进行优化。 本实施例提供的用于联络中心的数据分析方法， 通过多渠道、 多维度的业务数据 分析， 能够提供给联络中心运营乃至企业运营全面、 精确的问题发现及建议， 具体表 现在： 可以对联络中心用户日志、 用户 CRM数据整合进行用户行为分析， 从而提供用 户个性化语音导航和营销推荐， 提高用户营销命中率、 提升客户满意度； 可以对联络中心自动业务、 转人工业务日志分析， 提供语音导航菜单优化建议及 座席排班建议， 提升客户满意度、 降低联络中心人员成本； 可以通过语义智能分析（包括语音转文字）， 渐进式深入分析用户投诉、业务咨询 相关的问题根源， 及时发现企业的问题。 同时对录音的全面分析， 自动化的对座席人 员工作质量进行评估， 改进了人工质检抽查的各种弊端；
可以通过多渠道的业务数据分析， 提供用户的热点问题、 趋势分析， 为企业运营 提供决策数据支撑， 也可作为后续客服座席人员培训内容的重点。 此外， 该数据分析方法可以以云计算为基础， 从而能够充分利用企业现有的硬件 资源， 降低成本。 相应的， 如图 3所示，本发明的实施例还提供一种用于联络中心的数据分析装置， 包括： 建立单元 310， 设置为根据分析任务建立对应的分析模板， 所述分析模板中包括 分析数据的获取规则， 其中， 所述分析数据为完成所述分析任务所需要的原始数据； 获取单元 312， 设置为根据所述分析模板从用户数据源中获取所述分析数据； 分析单元 314， 设置为对获取的所述分析数据进行语义分析， 以完成所述分析任 务。 本发明实施例提供的用于联络中心的数据分析装置， 建立单元 310能够建立与分 析任务对应的分析模板， 获取单元 312能通过分析模板从用户数据源中获取完成分析 任务所需要的分析数据， 再通过分析单元 314对获取的分析数据进行语义分析， 从而 完成所述分析任务。 这样就能根据每一个分析任务的具体需要， 直接从用户数据源中 提取出符合预设获取规则的分析数据， 并从这些分析数据中分析出大量的用户信息。 由于用户数据源中的数据详实信息量大， 根据分析模板中的获取规则又能够快速准确 地获取所需要的分析数据， 因而大大提高了联络中心的数据分析效率和数据分析准确 性。 可选的， 用户数据源可包括用户接触数据源， 也可以包括业务记录数据源。其中， 所述用户接触数据源包括以下至少一种： 互动式语音应答 IVR数据或日志， 邮件交互 数据或日志， 短信交互数据或日志， 微博交互数据或日志， 微信交互数据或日志， 网 厅交互数据或日志； 业务记录数据源可包括以下至少一种： 业务投诉单， 业务办理单， 业务故障单， CRM数据。 可选的， 该装置还可包括调整单元， 设置为根据所述用户数据源的变化和所述分 析任务的变更， 调整所述分析模板。 进一步的，本发明实施例提供的用于联络中心的数据分析装置还可包括确定单元， 设置为确定所述分析模板是否与所述用户数据源匹配；
那么获取单元 312， 可设置为在确定单元确定所述分析模板与所述用户数据源匹 配的情况下， 根据所述分析模板从用户数据源中获取所述分析数据。 尽管为示例目的， 已经公开了本发明的优选实施例， 本领域的技术人员将意识到 各种改进、 增加和取代也是可能的， 因此， 本发明的范围应当不限于上述实施例。 工业实用性 本发明提供的上述技术方案， 可以应用于用于联络中心的数据分析过程中， 能够 建立和与分析任务对应的分析模板， 并通过所述分析模板从用户数据源中获取完成分 析任务所需要的分析数据，再对获取的分析数据进行语义分析从而完成所述分析任务。 这样就能根据每一个分析任务的具体需要， 直接从用户数据源中提取出符合预设获取 规则的分析数据， 并从这些分析数据中分析出大量的用户信息。 由于用户数据源中的 数据详实信息量大， 根据分析模板中的获取规则又能够快速准确地获取所需要的分析 数据， 因而大大提高了联络中心的数据分析效率和数据分析准确性。
5109, if not matched, optimize the analysis template. The data analysis method for the contact center provided by this embodiment can provide comprehensive and accurate problem discovery and suggestions to the contact center operation and even the enterprise operation through multi-channel and multi-dimensional business data analysis, and the specific performance is as follows: Central user log and user CRM data integration for user behavior analysis, providing users with personalized voice navigation and marketing recommendations, improving user marketing hit rate and improving customer satisfaction; can analyze contact center automatic business, transfer manual business log, provide voice Navigation menu optimization suggestions and agent scheduling suggestions to improve customer satisfaction and reduce contact center personnel costs; Through semantic intelligence analysis (including voice-to-text), incremental analysis of user complaints, business consulting related problem roots, timely discovery of enterprises The problem. At the same time, the comprehensive analysis of the recording, the automated evaluation of the quality of the agent's work, improved the various drawbacks of the manual quality inspection; Through multi-channel business data analysis, it can provide users with hot issues and trend analysis, provide decision data support for enterprise operations, and also serve as the focus of follow-up customer service personnel training content. In addition, the data analysis method can be based on cloud computing, thereby making full use of the existing hardware resources of the enterprise and reducing costs. Correspondingly, as shown in FIG. 3, an embodiment of the present invention further provides a data analysis apparatus for a contact center, including: an establishing unit 310, configured to establish a corresponding analysis template according to an analysis task, where the analysis template includes An acquisition rule of the analysis data, wherein the analysis data is original data required to complete the analysis task; the obtaining unit 312 is configured to acquire the analysis data from the user data source according to the analysis template; the analyzing unit 314, It is configured to perform semantic analysis on the acquired analysis data to complete the analysis task. The data analysis device for the contact center provided by the embodiment of the present invention, the establishing unit 310 can establish an analysis template corresponding to the analysis task, and the obtaining unit 312 can obtain the analysis data required for completing the analysis task from the user data source through the analysis template. The acquired analysis data is further subjected to semantic analysis by the analyzing unit 314 to complete the analysis task. In this way, according to the specific needs of each analysis task, the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed data in the user data source, the required analysis data can be quickly and accurately obtained according to the acquisition rules in the analysis template, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center. Optionally, the user data source may include a user contact data source, and may also include a business record data source. The user contact data source includes at least one of the following: an interactive voice response IVR data or log, a mail interaction data or a log, a short message interaction data or a log, a microblog interaction data or a log, a WeChat interaction data or a log, and a network hall. Interactive data or log; The business record data source may include at least one of the following: a business complaint, a business ticket, a business ticket, and CRM data. Optionally, the apparatus may further include an adjusting unit configured to adjust the analysis template according to the change of the user data source and the change of the analysis task. Further, the data analysis apparatus for the contact center provided by the embodiment of the present invention may further include a determining unit, configured to determine whether the analysis template matches the user data source; The obtaining unit 312 may be configured to obtain the analysis data from the user data source according to the analysis template if the determining unit determines that the analysis template matches the user data source. While the preferred embodiments of the present invention have been disclosed for purposes of illustration, those skilled in the art will recognize that various modifications, additions and substitutions are possible, and the scope of the invention should not be limited to the embodiments described above. INDUSTRIAL APPLICABILITY The above technical solution provided by the present invention can be applied to a data analysis process for a contact center, can establish an analysis template corresponding to an analysis task, and obtain an analysis task from a user data source through the analysis template. The required analysis data is subjected to semantic analysis of the acquired analysis data to complete the analysis task. In this way, according to the specific needs of each analysis task, the analysis data that meets the preset acquisition rules can be directly extracted from the user data source, and a large amount of user information is analyzed from the analysis data. Due to the large amount of detailed data in the user data source, the required analysis data can be quickly and accurately obtained according to the acquisition rules in the analysis template, thereby greatly improving the data analysis efficiency and data analysis accuracy of the contact center.
Claims
权 利 要 求 书 、 一种用于联络中心的数据分析方法， 包括： 根据分析任务建立对应的分析模板， 所述分析模板中包括分析数据的获取 规则， 其中， 所述分析数据为完成所述分析任务所需要的原始数据； The invention provides a data analysis method for a contact center, comprising: establishing a corresponding analysis template according to an analysis task, where the analysis template includes an acquisition rule of the analysis data, wherein the analysis data is to complete the analysis task Raw data required;
通过所述分析模板从用户数据源中获取所述分析数据； 对获取的所述分析数据进行语义分析， 以完成所述分析任务。 、 根据权利要求 1所述的方法， 其中， 所述根据分析任务建立对应的分析模板之 后， 所述方法还包括： 根据所述用户数据源的变化和所述分析任务的变更， 调整所述分析模板。 、 根据权利要求 1 所述的方法， 其中， 所述用户数据源包括用户接触数据源和 / 或业务记录数据源。 、 根据权利要求 3所述的方法， 其中， 所述用户接触数据源包括以下至少一种： 互动式语音应答 IVR数据或日志，邮件交互数据或日志，短信交互数据或日志， 微博交互数据或日志， 微信交互数据或日志， 网厅交互数据或日志； 所述业务记录数据源包括以下至少一种： 业务投诉单， 业务办理单， 业务 故障单， 客户关系管理 CRM数据。 、 根据权利要求 1所述的方法， 其中， 所述根据分析任务建立对应的分析模板之 后， 所述通过所述分析模板从用户数据源中获取所述分析数据之前， 所述方法 还包括： 确定所述分析模板是否与所述用户数据源匹配； Obtaining the analysis data from the user data source by using the analysis template; performing semantic analysis on the acquired analysis data to complete the analysis task. The method according to claim 1, wherein after the establishing the corresponding analysis template according to the analysis task, the method further comprises: adjusting the analysis according to the change of the user data source and the change of the analysis task template. The method according to claim 1, wherein the user data source comprises a user contact data source and/or a business record data source. The method according to claim 3, wherein the user contact data source comprises at least one of the following: an interactive voice response IVR data or log, a mail interaction data or a log, a short message interaction data or a log, a microblog interaction data or The log, the WeChat interaction data or the log, the network office interaction data or the log; the service record data source includes at least one of the following: a business complaint form, a business transaction form, a business trouble ticket, and a customer relationship management CRM data. The method according to claim 1, wherein, after the establishing the corresponding analysis template according to the analysis task, before the obtaining the analysis data from the user data source by using the analysis template, the method further includes: determining Whether the analysis template matches the user data source;
所述通过所述分析模板从用户数据源中获取所述分析数据包括： 在确定所述分析模板与所述用户数据源匹配的情况下， 通过所述分析模板 从用户数据源中获取所述分析数据。 、 一种用于联络中心的数据分析装置， 包括： 建立单元， 设置为根据分析任务建立对应的分析模板， 所述分析模板中包 括分析数据的获取规则， 其中， 所述分析数据为完成所述分析任务所需要的原 始数据；
获取单元， 设置为通过所述分析模板从用户数据源中获取所述分析数据； 分析单元， 设置为对获取的所述分析数据进行语义分析， 以完成所述分析 任务。 、 根据权利要求 6所述的装置， 其中， 还包括调整单元， 设置为根据所述用户数 据源的变化和所述分析任务的变更， 调整所述分析模板。 、 根据权利要求 6 所述的装置， 其中， 所述用户数据源包括用户接触数据源和 / 或业务记录数据源。 、 根据权利要求 8所述的装置， 其中， 所述用户接触数据源包括以下至少一种： 互动式语音应答 IVR数据或日志，邮件交互数据或日志，短信交互数据或日志， 微博交互数据或日志， 微信交互数据或日志， 网厅交互数据或日志； 所述业务记录数据源包括以下至少一种： 业务投诉单， 业务办理单， 业务 故障单， 客户关系管理 CRM数据。 0、 根据权利要求 6所述的装置， 其中， 还包括： 确定单元， 设置为确定所述分析模板是否与所述用户数据源匹配； 所述获取单元， 具体设置为在所述确定单元确定所述分析模板与所述用户 数据源匹配的情况下， 通过所述分析模板从用户数据源中获取所述分析数据。
The obtaining the analysis data from the user data source by using the analysis template includes: obtaining, by using the analysis template, the analysis from a user data source, by determining that the analysis template matches the user data source data. The data analysis device for the contact center, comprising: an establishing unit, configured to establish a corresponding analysis template according to the analysis task, where the analysis template includes an acquisition rule of the analysis data, wherein the analysis data is completed Analyze the raw data required for the task; And an obtaining unit, configured to acquire the analysis data from the user data source by using the analysis template; and the analyzing unit is configured to perform semantic analysis on the acquired analysis data to complete the analysis task. The apparatus according to claim 6, further comprising an adjustment unit configured to adjust the analysis template according to the change of the user data source and the change of the analysis task. The device according to claim 6, wherein the user data source comprises a user contact data source and/or a business record data source. The device according to claim 8, wherein the user contact data source comprises at least one of the following: an interactive voice response IVR data or log, a mail interaction data or a log, a short message interaction data or a log, a microblog interaction data or The log, the WeChat interaction data or the log, the network office interaction data or the log; the service record data source includes at least one of the following: a business complaint form, a business transaction form, a business trouble ticket, and a customer relationship management CRM data. The device according to claim 6, further comprising: a determining unit, configured to determine whether the analysis template is matched with the user data source; the acquiring unit is specifically configured to determine, at the determining unit Where the analysis template matches the user data source, the analysis data is obtained from the user data source through the analysis template.
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| CN201410223078.XA CN105096022A (en) | 2014-05-23 | 2014-05-23 | Data analysis method and device used for contact center |
| CN201410223078.X | 2014-05-23 |
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| CN101645067A (en) * | 2008-08-05 | 2010-02-10 | 北京大学 | Method for predicting hot forum in forum collection |
| EP2315167A1 (en) * | 2009-09-30 | 2011-04-27 | Alcatel Lucent | Artistic social trailer based on semantic analysis |
| CN103309948A (en) * | 2013-05-20 | 2013-09-18 | 携程计算机技术（上海）有限公司 | System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center |
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| CN102298598A (en) * | 2010-06-23 | 2011-12-28 | 潘晓梅 | Method and device for analyzing patent information |
| CN102708096B (en) * | 2012-05-29 | 2014-10-15 | 代松 | Network intelligence public sentiment monitoring system based on semantics and work method thereof |
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| CN101645067A (en) * | 2008-08-05 | 2010-02-10 | 北京大学 | Method for predicting hot forum in forum collection |
| EP2315167A1 (en) * | 2009-09-30 | 2011-04-27 | Alcatel Lucent | Artistic social trailer based on semantic analysis |
| CN103309948A (en) * | 2013-05-20 | 2013-09-18 | 携程计算机技术（上海）有限公司 | System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center |
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