WO2019062183A1 - 坐席身份信息显示方法、应用服务器及计算机可读存储介质 - Google Patents

坐席身份信息显示方法、应用服务器及计算机可读存储介质 Download PDF

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Publication number
WO2019062183A1
WO2019062183A1 PCT/CN2018/089336 CN2018089336W WO2019062183A1 WO 2019062183 A1 WO2019062183 A1 WO 2019062183A1 CN 2018089336 W CN2018089336 W CN 2018089336W WO 2019062183 A1 WO2019062183 A1 WO 2019062183A1
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WIPO (PCT)
Prior art keywords
agent
customer
insurance
information
management information
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PCT/CN2018/089336
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English (en)
French (fr)
Inventor
张秉瑞
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平安科技（深圳）有限公司
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Publication of WO2019062183A1 publication Critical patent/WO2019062183A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/248—Presentation of query results
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/23—Updating
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/245—Query processing
    • G06F16/2457—Query processing with adaptation to user needs
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0282—Rating or review of business operators or products
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a method for displaying agent identity information and an application server.
  • the present application proposes a method for displaying identity information of an agent and an application server, which can improve the trust of the client to the agent, thereby improving the customer's willingness to purchase insurance.
  • the present application provides an application server, where the application server includes a memory and a processor, and the memory stores an agent identity information display program executable on the processor, the agent identity
  • the information display program is processed by the processor to process the following steps:
  • the person management information of the affinity agent will be displayed to the client;
  • the confirmed seat name is displayed to the customer for the customer to select the preferred seat.
  • the present application further provides a method for displaying agent identity information, which is applied to an application server, and the method includes:
  • the person management information of the affinity agent will be displayed to the client;
  • the confirmed agent name is displayed to the customer for the customer to select the preferred agent.
  • the present application further provides a computer readable storage medium storing an agent identity information display program, the agent identity information display program being executable by at least one processor, The step of causing the at least one processor to perform the agent identity information display method as described above.
  • the application server, the agent identity information display method, and the computer readable storage medium proposed by the present application first establish a mapping relationship table between the insurance and the insurance corresponding to the assignable agent management information; Obtaining the insurance category information in the insurance inquiry instruction to determine the target insurance of the customer inquiry when receiving the insurance inquiry instruction of the customer; and then determining, according to the target insurance and the mapping relationship table, the target insurance corresponding assignable The agent name; again, determining whether the client's affinity agent exists in the determined agent name, if present, the person management information of the affinity agent is displayed to the client; if not, the confirmation is confirmed The agent name is displayed to the customer for the customer to select the preferred agent; finally, the customer's selection instruction is received, and the customer-selected information of the customer's selected agent is displayed to the customer according to the selection instruction, for the customer to determine whether Finally, the preferred seat was selected to provide services to customers. In this way, by displaying the assignable agent information to the customer for the customer to select the preferred agent when the agent can not
  • FIG. 1 is a schematic diagram of an optional application environment of each embodiment of the present application.
  • FIG. 2 is a schematic diagram of an optional hardware architecture of the application server of FIG. 1;
  • FIG. 3 is a schematic diagram of a program module of a first embodiment of a seat identity information display program of the present application
  • FIG. 4 is a schematic diagram of a program module of a second embodiment of the agent identity information display program of the present application.
  • FIG. 5 is a schematic diagram of a program module of a third embodiment of the agent identity information display program of the present application
  • FIG. 6 is a schematic flowchart of an implementation process of a first embodiment of a method for displaying agent identity information according to the present application
  • FIG. 7 is a schematic flowchart of implementation of a second embodiment of a method for displaying agent identity information according to the present application.
  • FIG. 8 is a schematic diagram of an implementation process of a third embodiment of a method for displaying agent identity information according to the present application.
  • FIG. 9 is a schematic diagram of an implementation process of a fourth embodiment of a method for displaying agent identity information according to the present application.
  • Mobile terminal 1 application server 2 The internet 3 Memory 11 processor 12 Network Interface 13 Agent identity information display program 200 Building module 201 Acquisition module 202 Determination module 203 Judgment module 204
  • first, second and the like in the present application are for the purpose of description only, and are not to be construed as indicating or implying their relative importance or implicitly indicating the number of technical features indicated. .
  • features defining “first” and “second” may include at least one of the features, either explicitly or implicitly.
  • the technical solutions between the various embodiments may be combined with each other, but must be based on the realization of those skilled in the art, and when the combination of the technical solutions is contradictory or impossible to implement, it should be considered that the combination of the technical solutions does not exist. Nor is it within the scope of protection required by this application.
  • FIG. 1 it is a schematic diagram of an optional application environment of each embodiment of the present application.
  • the present application is applicable to an application environment including, but not limited to, a mobile terminal 1, an application server 2, and a network 3.
  • the mobile terminal 1 may be a mobile phone, a smart phone, a notebook computer, a digital broadcast receiver, a PDA (personal digital assistant), a PAD (tablet computer), a PMP (portable multimedia player), a navigation device, an in-vehicle device, etc.
  • Mobile devices such as, and fixed terminals such as digital TVs, desktop computers, notebooks, servers, and the like.
  • the application server 2 may be a computing device such as a rack server, a blade server, a tower server, or a rack server.
  • the application server 2 may be a stand-alone server or a server cluster composed of multiple servers.
  • the network 3 may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, Wireless or wired networks such as 5G networks, Bluetooth, Wi-Fi, and
  • the application server 2 is respectively connected to one or more of the mobile terminals 1 (only one shown in the figure) through the network 3, and each of the mobile terminals 1 is installed and operated.
  • the application client corresponding to the application server 2 (hereinafter referred to as "mobile terminal client").
  • the mobile terminal client is configured to create a long connection between the mobile terminal client and the application server 2 in response to an operation of the mobile terminal client, so that the mobile terminal client can pass the long connection and the The application server 2 performs data transmission and interaction.
  • the agent identity information display program 200 is installed and run in the application server 2, and when the agent identity information display program 200 is running, the application server 2 establishes an agent that can be allocated corresponding to the insurance.
  • the mapping relationship table of the human management information when receiving the insurance inquiry instruction sent by the customer through the mobile terminal 1, acquiring the insurance category information in the insurance inquiry instruction to determine the target insurance of the customer inquiry; the application server 2 is based on The target insurance and the mapping relationship table determine that the target insurance corresponds to an assignable agent name; after determining the assignable agents, the application server 2 further determines whether the client's affinity agent exists in the agents, When it is determined that there is no customer's affinity seat, the confirmed seat name is displayed to the customer for the customer to select the preferred agent; the customer sends a selection instruction through the mobile terminal 1, and the application server 2 receives the customer's selection instruction, and Displaying, according to the selection instruction, the information of the person's management of the selected agent of the customer to the customer for The customer determines whether the selected agent is ultimately selected to serve
  • the application server 2 may include, but is not limited to, the memory 11, the processor 12, and the network interface 13 being communicably connected to each other through a system bus. It is to be noted that FIG. 2 only shows the application server 2 with components 11-13, but it should be understood that not all illustrated components may be implemented, and more or fewer components may be implemented instead.
  • the memory 11 includes at least one type of readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), and a random access memory (RAM). , static random access memory (SRAM), read only memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • the memory 11 may be an internal storage unit of the application server 2, such as a hard disk or memory of the application server 2.
  • the memory 11 may also be an external storage device of the application server 2, such as a plug-in hard disk equipped on the application server 2, a smart memory card (SMC), and a secure digital number. (Secure Digital, SD) card, flash card, etc.
  • the memory 11 can also include both the internal storage unit of the application server 2 and its external storage device.
  • the memory 11 is generally used to store an operating system installed on the application server 2 and various types of application software, such as program codes of the agent identity information display program 200. Further, the memory 11 can also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 12 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 12 is typically used to control the overall operation of the application server 2, such as performing control and processing related to data interaction or communication with the mobile terminal 1.
  • the processor 12 is configured to run program code or process data stored in the memory 11, such as running the agent identity information display program 200 and the like.
  • the network interface 13 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the application server 2 and other electronic devices.
  • the network interface 13 is mainly used to connect the application server 2 to one or more mobile terminals 1 through the network 3, and the application server 2 and the one or more mobiles. A data transmission channel and a communication connection are established between the terminals 1.
  • the present application proposes an agent identity information display program 200.
  • the agent identity information display program 200 includes a series of computer program instructions stored in the memory 11, and when the computer program instructions are executed by the processor 12, the agent identity of the embodiments of the present application can be implemented. Information display operation.
  • the agent identity information display program 200 can be divided into one or more modules based on the particular operations implemented by the various portions of the computer program instructions. For example, in FIG. 3, the agent identity information display program 200 can be divided into an establishing module 201, an obtaining module 202, a determining module 203, a determining module 204, a displaying module 205, and a receiving module 206. among them:
  • the establishing module 201 is configured to establish a mapping relationship table between the insurance and the person management information of the agent that can be allocated according to the insurance.
  • the insurance may be classified into accident insurance, health insurance, disease insurance, and the like.
  • the zone extension seat may include seats A, B, C, D, and the like.
  • the human management information includes the basic information of the agent, such as the seat name, job number, and contact information.
  • the human tube information information includes, in addition to the basic material information of the agent, the evaluation information of the client to the agent.
  • the evaluation information may be the satisfaction of the customer's service to the agent serving the customer, and the satisfaction may be expressed in a score manner, for example, the satisfaction score of 10 represents very satisfactory, the satisfaction of 8-9 points represents satisfaction, satisfaction Degrees of 6-7 indicate general, and satisfaction of 6 points and below indicates dissatisfaction.
  • the evaluation information may also be an evaluation of a seat served by the customer directly expressed by words, voices, or the like.
  • each insurance has one or more agents responsible for processing the policy, and different types of insurance policies may be handled by the same agent or different agents.
  • Agent A can handle insurance policies for accident and health insurance
  • Agent B can handle insurance policies for accident and illness insurance.
  • the obtaining module 202 is configured to obtain the insurance category information in the insurance query instruction to determine the target insurance of the customer query when receiving the insurance query instruction of the customer.
  • the customer when the customer wants to inquire about certain insurance, the customer triggers a query instruction by clicking the insurance through the mobile terminal 1.
  • the query instruction includes category information of insurance.
  • the obtaining module 202 parses the query instruction to obtain the insurance category information in the query instruction, thereby determining the target insurance of the customer query according to the insurance category information.
  • the determining module 203 is configured to determine, according to the target insurance and the mapping relationship table, the target insurance corresponding to the assignable agent name.
  • the determining module 203 since the mapping relationship table includes the correspondence between the various types of insurance and the corresponding human management information of the assignable agents, the determining module 203, after determining the target insurance, queries the mapping relationship table. You can directly obtain the assignable agent name corresponding to the target insurance.
  • the determining module 203 is further configured to query the mapping relationship table according to the target insurance to obtain the personal management information of the agent that can be allocated by the target insurance; And obtaining the agent name in the person management information.
  • the target insurance corresponding to the assignable agent name it is possible to be more clear and clear when presenting to the client, and to improve the customer experience.
  • the determining module 204 is configured to determine whether the determined agent of the client exists in the determined agent name.
  • the affinity agent is a seat that has previously served the customer.
  • the determining module 203 determines the assignable agent name
  • the determining module 204 determines whether there is an affinity agent in the agent names.
  • the personal information of the affinity agent is displayed to the client, so that the client contacts the affinity agent according to the person management information to provide the customer with the service.
  • the display module 205 is configured to display the confirmed agent name to the client for the client to select the preferred agent if the affinity agent does not exist.
  • the names of all the optional agents are displayed to the client through the mobile terminal 1, and the customer is selected to provide services to the interested agent, which can improve the customer satisfaction.
  • the receiving module 206 is configured to receive a selection instruction of the customer, and display the personal management information of the selected agent of the customer to the customer according to the selection instruction, so that the customer determines whether the selected agent is finally selected to provide the customer with service.
  • the client selects a favorite agent through the mobile terminal 1
  • the person management information of the agent is displayed to the client. Since the personal information includes the detailed basic information of the agent, the customer can have a more detailed understanding of the information of the agent, and then provide reference information for the decision of the agent of the final selected service of the customer.
  • the agent identity information display program 200 proposed by the present application first establishes a mapping relationship table between the insurance and the person-administrable information of the agent corresponding to the insurance; and then receives the insurance of the client.
  • the agent identity information display program 200 further includes an update module 207, where:
  • the update module 207 is configured to update the mapping relationship table when the insurance corresponding to the assignable agent's human tube information changes.
  • the information of the person corresponding to the assignable agent may change due to various reasons, for example, the contact information of the agent may change, and for example, the agent responsible for handling the insurance may resign, or because The transfer of posts, etc., makes the seat not responsible for handling the insurance.
  • the update module 207 queries the real-time or timed query whether the human-person management information of the assignable agent changes, and when the information of the person-managed information of the agent corresponding to the insurance changes, in order to improve the information sense of the agent to the agent, it needs to be updated in time.
  • the mapping table is a mapping table.
  • the agent identity information display program 200 proposed by the present application can update the mapping relationship table to further improve the information sense of the client to the agent.
  • the agent identity information display program 200 further includes a storage module 208, where:
  • the storage module 208 is configured to receive the evaluation information of the agent service by the client after the final agent selected by the client provides the service to the client, and store the evaluation information in the personal management information of the corresponding agent.
  • the storage module 208 receives the customer's evaluation of the agent, and then saves the evaluation information, and
  • the evaluation information is stored in the corresponding person management information of the agent, so that other customers can provide reference for selecting an agent for the insurance business. For example, if the evaluation information is an evaluation of the agent A, the evaluation information is stored in the personal information corresponding to the agent A.
  • the agent identity information display program 200 proposed by the present application can store the evaluation information of the agent for the agent served by the client, so that other customers can provide reference when selecting the agent. At the same time, the evaluation information can also supervise the service level of the agents, which in turn encourages the agents to improve their service levels.
  • the present application also proposes a method for displaying agent identity information.
  • FIG. 6 it is a schematic flowchart of the implementation of the first embodiment of the method for displaying the agent identity information in the present application.
  • the order of execution of the steps in the flowchart shown in FIG. 6 may be changed according to different requirements, and some steps may be omitted.
  • Step S601 establishing a mapping relationship table between the insurance and the insurance corresponding to the assignable person management information of the agent.
  • the insurance may be classified into accident insurance, health insurance, disease insurance, and the like.
  • the zone extension seat may include seats A, B, C, D, and the like.
  • the human management information includes the basic information of the agent, such as the seat name, job number, and contact information.
  • the human tube information information includes, in addition to the basic material information of the agent, the evaluation information of the client to the agent.
  • the evaluation information may be the satisfaction of the customer's service to the agent serving the customer, and the satisfaction may be expressed in a score manner, for example, the satisfaction score of 10 represents very satisfactory, the satisfaction of 8-9 points represents satisfaction, satisfaction Degrees of 6-7 indicate general, and satisfaction of 6 points and below indicates dissatisfaction.
  • the evaluation information may also be an evaluation of a seat served by the customer directly expressed by words, voices, or the like.
  • each insurance has one or more agents responsible for processing the policy, and different types of insurance policies may be handled by the same agent or different agents.
  • Agent A can handle insurance policies for accident and health insurance
  • Agent B can handle insurance policies for accident and illness insurance.
  • Step S602 when receiving the insurance inquiry instruction of the customer, acquiring the insurance category information in the insurance inquiry instruction to determine the target insurance of the customer inquiry.
  • the customer when the customer wants to inquire about certain insurance, the customer triggers a query instruction by clicking the insurance through the mobile terminal 1.
  • the query instruction includes category information of insurance.
  • the obtaining module 202 parses the query instruction to obtain the insurance category information in the query instruction, thereby determining the target insurance of the customer query according to the insurance category information.
  • Step S603 determining, according to the target insurance and the mapping relationship table, the target insurance corresponding to the assignable agent name.
  • the determining module 203 since the mapping relationship table includes the correspondence between the various types of insurance and the corresponding human management information of the assignable agents, the determining module 203, after determining the target insurance, queries the mapping relationship table. You can directly obtain the assignable agent name corresponding to the target insurance.
  • Step S604 determining whether the confirmed agent name has an affinity agent.
  • the affinity agent is a seat that has previously served the customer.
  • the assignable agent name is determined, it is determined whether there is an affinity agent in the agent names.
  • the person management information of the affinity agent is displayed to the customer, so that the customer contacts the affinity agent according to the person management information to provide the customer with the service.
  • Step S605 if the affinity agent does not exist, the confirmed agent name is displayed to the customer for the customer to select the preferred agent.
  • the mobile terminal 1 displays the names of all the optional agents to the customer, and allows the customer to select a favorite agent to provide services for the customer, which can improve the customer satisfaction.
  • Step S606 receiving a selection instruction of the customer, and displaying the personal management information of the favorite agent selected by the customer to the customer according to the selection instruction, so that the customer determines whether the favorite agent is finally selected to provide services for the customer.
  • the client selects a favorite agent through the mobile terminal 1
  • the person management information of the agent is displayed to the client. Since the personal information includes the detailed basic information of the agent, the customer can have a more detailed understanding of the information of the agent, and then provide reference information for the decision of the agent of the final selected service of the customer.
  • the agent identity information display method proposed by the present application firstly establishes a mapping relationship table between the insurance and the insurance correspondingly assignable agent management information; and then receives the customer's insurance query instruction. Obtaining the insurance category information in the insurance inquiry instruction to determine the target insurance of the customer inquiry; and then determining, according to the target insurance and the mapping relationship table, the target insurance corresponding to the assignable agent name; Whether the seat name has an affinity seat, if not, the confirmed seat name is displayed to the customer for the customer to select the preferred agent; finally, the customer's selection instruction is received, and the customer is selected according to the selection instruction The selected person-in-charge information is displayed to the customer for the customer to determine whether the selected agent is finally selected to serve the customer. In this way, by displaying the assignable agent information to the customer for the customer to select the preferred agent when the agent can not be present in the assignable area, the customer's trust in the agent can be improved, and the customer can be improved. The willingness to purchase insurance.
  • FIG. 7 is a schematic flowchart showing the implementation of the second embodiment of the method for displaying the agent identity information of the present application.
  • the order of execution of the steps in the flowchart shown in FIG. 7 may be changed according to different requirements, and some steps may be omitted.
  • Step S701 establishing a mapping relationship table between the insurance and the insurance corresponding to the assignable person management information of the agent.
  • Step S702 updating the mapping relationship table when the insurance corresponds to the change of the human management information of the assignable agent.
  • Step S703 when receiving the insurance inquiry instruction of the customer, acquiring the insurance category information in the insurance inquiry instruction to determine the target insurance of the customer inquiry.
  • Step S704 determining, according to the target insurance and the mapping relationship table, the target insurance corresponding to the assignable agent name.
  • Step S705 determining whether the confirmed agent name has an affinity agent.
  • Step S706 if not, presenting the confirmed agent name to the customer for the customer to select the preferred agent.
  • Step S707 receiving a selection instruction of the customer, and displaying the personal management information of the favorite seat of the customer to the customer according to the selection instruction, so that the customer determines whether the favorite agent is finally selected to provide the service for the customer.
  • the agent identity information display method proposed by the present application can update the mapping relationship table to further improve the information sense of the client to the agent.
  • FIG. 8 it is a schematic flowchart of the implementation of the third embodiment of the method for displaying the agent identity information of the present application.
  • the order of execution of the steps in the flowchart shown in FIG. 8 may be changed according to different requirements, and some steps may be omitted.
  • Step S801 establishing a mapping relationship table between the insurance and the insurance corresponding to the assignable person management information.
  • Step S802 when receiving the insurance inquiry instruction of the customer, acquiring the insurance category information in the insurance inquiry instruction to determine the target insurance of the customer inquiry.
  • Step S803 determining, according to the target insurance and the mapping relationship table, the target insurance corresponding to the assignable agent name.
  • step S804 it is determined whether the confirmed agent name has an affinity agent.
  • Step S805 if not present, present the confirmed agent name to the client for the client to select the preferred agent.
  • Step S806 receiving a selection instruction of the customer, and displaying the personal management information of the favorite seat selected by the customer to the customer according to the selection instruction, so that the customer determines whether the favorite agent is finally selected to provide services for the customer.
  • Step S807 after the final agent selected by the client provides the customer with the service, the user receives the evaluation information of the agent service, and stores the evaluation information in the person management information of the corresponding agent.
  • the agent identity information display method proposed by the present application can store the evaluation information of the agent served by the client, so that other customers can provide reference when selecting the agent.
  • the evaluation information can also supervise the service level of the agents, which in turn encourages the agents to improve their service levels.
  • the step of determining, according to the target insurance and the mapping relationship table, that the target insurance corresponds to an assignable agent name comprises:
  • Step S901 Query the mapping relationship table according to the target insurance to obtain the personal management information of the agent that can be allocated by the target insurance.
  • Step S902 obtaining an agent name in the person management information.
  • the agent identity information display method proposed by the present application can obtain the agent name that can be allocated by the target insurance only, so that it can be more clear and clear when the user is presented, and the customer experience is improved.
  • the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better.
  • Implementation Based on such understanding, the technical solution of the present application, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk,
  • the optical disc includes a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods described in various embodiments of the present application.

Abstract

一种坐席身份信息显示方法，该方法包括：建立保险与所述保险对应可分配的坐席的人管信息的映射关系表（S601）；在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险（S602）；根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名（S603）；判断确定的坐席姓名中是否存在客户的亲和坐席（S604）；若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席（S605）；及接收客户的选择指令，并根据选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务（S606）。该方法能够提高客户的购买保险的意愿。

Description

坐席身份信息显示方法、应用服务器及计算机可读存储介质
本申请基于巴黎公约申明享有2017年9月30日递交的申请号为CN201710916070.5、名称为“坐席身份信息显示方法、应用服务器及计算机可读存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及通信技术领域，尤其涉及一种坐席身份信息显示方法及应用服务器。
背景技术
随着互联网技术的发展，人们可以通过互联网做的事情越来越多。在现有的金融保险领域，人们已经可以在网上进行购买保险，但是，当人们在网上购买保险时，人们不能查询到要购买的保险对应可分配的坐席身份，从而影响客户对坐席的信任感。
发明内容
有鉴于此，本申请提出一种坐席身份信息显示方法及应用服务器，能够提高客户对坐席的信任感，进而可以提高客户的购买保险的意愿。
首先，为实现上述目的，本申请提出一种应用服务器，所述应用服务器包括存储器、处理器，所述存储器上存储有可在所述处理器上运行的坐席身份信息显示程序，所述坐席身份信息显示程序被所述处理器执行时处理以下步骤：
建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；
在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；
根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；
判断确定的所述坐席姓名中是否存在所述客户的亲和坐席；
若存在，则将展示该亲和坐席的人管信息给所述客户；
若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐 席；及
接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
此外，为实现上述目的，本申请还提供一种坐席身份信息显示方法，该方法应用于应用服务器，所述方法包括：
建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；
在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；
根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；
判断确定的所述坐席姓名中是否存在所述客户的亲和坐席；
若存在，则将展示该亲和坐席的人管信息给所述客户；
若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；及
接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
进一步地，为实现上述目的，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质存储有坐席身份信息显示程序，所述坐席身份信息显示程序可被至少一个处理器执行，以使所述至少一个处理器执行如上述的坐席身份信息显示方法的步骤。
相较于现有技术，本申请所提出的应用服务器、坐席身份信息显示方法及计算机可读存储介质，首先建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；然后，在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；接着，根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；再次，判断确定的所述坐席姓名中是否存在所述客户的亲和坐席，若存在，则将展示该亲和坐席的人管信息给所述客户；若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；最后，接收客户的选择指令，并根据 所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。这样，通过在可分配的区拓坐席不存在客户的亲和坐席时，通过将可分配的坐席信息显示给客户供客户选择中意的坐席，能够提高客户对坐席的信任感，进而可以提高客户的购买保险的意愿。
附图说明
图1是本申请各个实施例一可选的应用环境示意图；
图2是图1中应用服务器一可选的硬件架构的示意图；
图3是本申请坐席身份信息显示程序第一实施例的程序模块示意图；
图4是本申请坐席身份信息显示程序第二实施例的程序模块示意图；
图5是本申请坐席身份信息显示程序第三实施例的程序模块示意图
图6为本申请坐席身份信息显示方法第一实施例的实施流程示意图；
图7为本申请坐席身份信息显示方法第二实施例的实施流程示意图；
图8为本申请坐席身份信息显示方法第三实施例的实施流程示意图；
图9为本申请坐席身份信息显示方法第四实施例的实施流程示意图。
附图标记：
移动终端 1
应用服务器 2
网络 3
存储器 11
处理器 12
网络接口 13
坐席身份信息显示程序 200
建立模块 201
获取模块 202
确定模块 203
判断模块 204
展示模块 205
接收模块 206
更新模块 207
存储模块 208
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅用以解释本申请，并不用于限定本申请。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
需要说明的是，在本申请中涉及“第一”、“第二”等的描述仅用于描述目的，而不能理解为指示或暗示其相对重要性或者隐含指明所指示的技术特征的数量。由此，限定有“第一”、“第二”的特征可以明示或者隐含地包括至少一个该特征。另外，各个实施例之间的技术方案可以相互结合，但是必须是以本领域普通技术人员能够实现为基础，当技术方案的结合出现相互矛盾或无法实现时应当认为这种技术方案的结合不存在，也不在本申请要求的保护范围之内。
参阅图1所示，是本申请各个实施例一可选的应用环境示意图。
在本实施例中，本申请可应用于包括，但不仅限于，移动终端1、应用服务器2、网络3的应用环境中。其中，所述移动终端1可以是移动电话、智能电话、笔记本电脑、数字广播接收器、PDA(个人数字助理)、PAD(平板电脑)、PMP(便携式多媒体播放器)、导航装置、车载装置等等的可移动设备，以及诸如数字TV、台式计算机、笔记本、服务器等等的固定终端。所述应用服务器2可以是机架式服务器、刀片式服务器、塔式服务器或机柜式服务器等计算设备，该应用服务器2可以是独立的服务器，也可以是多个服务器所组成的服务器集群。所述网络3可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝 牙(Bluetooth)、Wi-Fi、通话网络等无线或有线网络。
其中，所述应用服务器2中通过所述网络3分别与一个或多个所述移动终端1(图中仅示出一个)通信连接，每一个所述移动终端1中均安装并运行有与所述应用服务器2对应的应用程序客户端(后文简称“移动终端客户端”)。所述移动终端客户端用于响应移动终端客户的操作，在所述移动终端客户端与所述应用服务器2之间创建长连接，以使所述移动终端客户端能够通过所述长连接与所述应用服务器2进行数据传输和交互。
本实施例中，所述应用服务器2内安装并运行有坐席身份信息显示程序200，当所述坐席身份信息显示程序200运行时，所述应用服务器2建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；在接收到客户通过移动终端1所发送的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；所述应用服务器2根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；所述应用服务器2在确定可分配的坐席后，会进一步判断这些坐席中是否存在客户的亲和坐席，在判断出不存在客户的亲和坐席时，将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；客户通过移动终端1发出选择指令，所述应用服务器2接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。这样，通过在可分配的区拓坐席不存在客户的亲和坐席时，通过将可分配的坐席信息显示给客户供客户选择中意的坐席，能够提高客户对坐席的信任感，进而可以提高客户的购买保险的意愿。
参阅图2所示，是图1中应用服务器2一可选的硬件架构的示意图。本实施例中，所述应用服务器2可包括，但不仅限于，可通过系统总线相互通信连接存储器11、处理器12、网络接口13。需要指出的是，图2仅示出了具有组件11-13的应用服务器2，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
其中，所述存储器11至少包括一种类型的可读存储介质，所述可读存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，所述存储器11可以是所述应用服务器2的内部存储单元，例如该应用服务器2的硬盘或内存。在另一些实施例 中，所述存储器11也可以是所述应用服务器2的外部存储设备，例如该应用服务器2上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，所述存储器11还可以既包括所述应用服务器2的内部存储单元也包括其外部存储设备。本实施例中，所述存储器11通常用于存储安装于所述应用服务器2的操作系统和各类应用软件，例如所述坐席身份信息显示程序200的程序代码等。此外，所述存储器11还可以用于暂时地存储已经输出或者将要输出的各类数据。
所述处理器12在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器12通常用于控制所述应用服务器2的总体操作，例如执行与所述移动终端1进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器12用于运行所述存储器11中存储的程序代码或者处理数据，例如运行所述的坐席身份信息显示程序200等。
所述网络接口13可包括无线网络接口或有线网络接口，该网络接口13通常用于在所述应用服务器2与其他电子设备之间建立通信连接。本实施例中，所述网络接口13主要用于通过所述网络3将所述应用服务器2与一个或多个所述移动终端1相连，在所述应用服务器2与所述一个或多个移动终端1之间的建立数据传输通道和通信连接。
至此，己经详细介绍了本申请各个实施例的应用环境和相关设备的硬件结构和功能。下面，将基于上述应用环境和相关设备，提出本申请的各个实施例。
首先，本申请提出一种坐席身份信息显示程序200。
参阅图3所示，是本申请坐席身份信息显示程序200第一实施例的程序模块图。本实施例中，所述的坐席身份信息显示程序200包括一系列的存储于存储器11上的计算机程序指令，当该计算机程序指令被处理器12执行时，可以实现本申请各实施例的坐席身份信息显示操作。在一些实施例中，基于该计算机程序指令各部分所实现的特定的操作，坐席身份信息显示程序200可以被划分为一个或多个模块。例如，在图3中，所述坐席身份信息显示程序200可以被分割成建立模块201、获取模块202、确定模块203、判断模块204、展示模块205及接收模块206。其中：
所述建立模块201，用于建立保险与所述保险对应可分配的坐席的人管信息的映射关系表。
在本实施例中，所述保险可以分为意外险、健康险、疾病险等。所述区拓坐席可以包括坐席A、B、C、D等。人管信息包括坐席的基本资料信息，比如坐席姓名、工号、联系方式等。在本申请另一实施例中，所述人管信息处除了包括坐席的基本资料信息之外，还包括客户对坐席的评价信息。所述评价信息可以为客户对为其提供服务的坐席的服务的满意度，该满意度可以以评分的方式来表达，比如满意度10分代表非常满意，满意度8-9分表示满意，满意度6-7分表示一般，满意度6分及以下表示不满意。在本申请其他实施例中，所述评价信息也可以为客户直接以文字、语音等方式所表达的对为其服务的坐席的评价。在本实施例中，每种保险都具有一个或者多个坐席负责处理保单，不同种类的保险的保单可以由相同的坐席或者不同的坐席负责处理。比如，坐席A可以处理意外险及健康险的保单，坐席B可以处理意外险及疾病险的保单。
所述获取模块202，用于在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险。
在本实施例中，当客户想查询某种保险时，客户通过移动终端1点击该保险触发一个查询指令。该查询指令中包括保险的类别信息。所述获取模块202在接收到移动终端1发出的查询指令后，会解析该查询指令以获取查询指令中的保险类别信息，从而根据该保险类别信息确定客户查询的目标保险。
所述确定模块203，用于根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名。
在本实施例中，由于映射关系表包含了各种类型的保险及其对应的可分配的坐席的人管信息的对应关系，故确定模块203在确定目标保险后，通过查询该映射关系表后即可直接获取到目标保险对应可分配的坐席姓名。
具体地，为了确定目标保险对应可分配的坐席姓名，所述确定模块203，还用于根据所述目标保险查询所述映射关系表以获取所述目标保险对应可分配的坐席的人管信息；及获取所述人管信息中的坐席姓名。在本实施例中，通过仅仅获取目标保险对应可分配的坐席姓名，从而可以在向客户展示时更加清晰明了，提高客户体验。
所述判断模块204，用于判断确定的所述坐席姓名中是否存在所述客户的亲和坐席。
在本实施例中，所述亲和坐席为以前为所述客户提供过服务的坐席。当确定模块203确定出可分配的坐席姓名时，判断模块204会判断该些坐席姓名中是否存在亲和坐席。在判断出存在亲和坐席时，将展示该亲和坐席的人 管信息给所述客户，以供所述客户根据该人管信息来联系所述亲和坐席为所述客户提供服务。
所述展示模块205，用于若不存在所述亲和坐席，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席。
在本实施例中，当判断出不存在亲和坐席时，则将所有可选的坐席的姓名通过移动终端1展示给客户，让客户选择中意的坐席为其提供服务，可以提高客户的满意度。
所述接收模块206，用于接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
在本实施例中，在客户通过移动终端1选择中意的坐席后，将该坐席的人管信息展示给所述客户。由于人管信息中包含有该坐席详细的基本资料信息，从而使得以客户可以更加详细的了解该坐席的信息，进而为客户的最终选定服务的坐席的决定提供参考信息。
通过上述程序模块201-206，本申请所提出的坐席身份信息显示程序200，首先，建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；然后，在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；接着，根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；再次，判断确认的所述坐席姓名是否存在亲和坐席，若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；最后，接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。这样，通过在可分配的区拓坐席不存在客户的亲和坐席时，通过将可分配的坐席信息显示给客户供客户选择中意的坐席，能够提高客户对坐席的信任感，进而可以提高客户的购买保险的意愿。
进一步地，基于本申请坐席身份信息显示程序200的上述第一实施例，提出本申请的第二实施例(如图4所示)。本实施例中，所述坐席身份信息显示程序200还包括更新模块207，其中：
所述更新模块207，用于在所述保险对应可分配的坐席的人管信息发生变化时，更新所述映射关系表。
在本实施例中，保险对应可分配的坐席的人管信息由于各种原因可能发生变化，比如坐席的联系方式可能会发生变化，又比如，负责处理该保险对 应的坐席可能会辞职，或者由于岗位的调动等使得坐席不在负责处理该保险。所述更新模块207实时或者定时查询保险对应可分配的坐席的人管信息是否发生变化，在保险对应可分配的坐席的人管信息发生变化时，为了提高客户对坐席的信息感，需要及时更新所述映射表。
通过上述程序模块207，本申请所提出的坐席身份信息显示程序200可以更新映射关系表，进一步提高客户对坐席的信息感。
进一步地，基于本申请坐席身份信息显示程序200的上述第一实施例，提出本申请的第三实施例(如图5所示)。本实施例中，所述坐席身份信息显示程序200还包括存储模块208，其中：
所述存储模块208，用于在客户选定的最终的坐席为客户提供完服务之后，接收客户对所述坐席服务的评价信息，并将所述评价信息存储于对应坐席的人管信息中。
在本实施例中，每当坐席为客户提供完服务之后，会提示客户对该坐席的服务进行评价，所述存储模块208接收该客户对坐席的评价，然后将该评价信息进行保存，并将该评价信息存储在对应的坐席的人管信息中，以供其他客户在选择坐席为其办理保险业务时提供参考。比如，该评价信息是对坐席A的评价，则将该评价信息存储于坐席A对应的人管信息中。
通过上述程序模块208，本申请所提出的坐席身份信息显示程序200可以存储客户对为其服务的坐席的评价信息，从而可以为其他客户在选择坐席时提供参考。同时，该评价信息也可以监督坐席的服务水平，进而促使坐席提升其服务水平。
此外，本申请还提出一种坐席身份信息显示方法。
参阅图6所示，是本申请坐席身份信息显示方法第一实施例的实施流程示意图。在本实施例中，根据不同的需求，图6所示的流程图中的步骤的执行顺序可以改变，某些步骤可以省略。
步骤S601，建立保险与所述保险对应可分配的坐席的人管信息的映射关系表。
在本实施例中，所述保险可以分为意外险、健康险、疾病险等。所述区拓坐席可以包括坐席A、B、C、D等。人管信息包括坐席的基本资料信息，比如坐席姓名、工号、联系方式等。在本申请另一实施例中，所述人管信息处除了包括坐席的基本资料信息之外，还包括客户对坐席的评价信息。所述评 价信息可以为客户对为其提供服务的坐席的服务的满意度，该满意度可以以评分的方式来表达，比如满意度10分代表非常满意，满意度8-9分表示满意，满意度6-7分表示一般，满意度6分及以下表示不满意。在本申请其他实施例中，所述评价信息也可以为客户直接以文字、语音等方式所表达的对为其服务的坐席的评价。在本实施例中，每种保险都具有一个或者多个坐席负责处理保单，不同种类的保险的保单可以由相同的坐席或者不同的坐席负责处理。比如，坐席A可以处理意外险及健康险的保单，坐席B可以处理意外险及疾病险的保单。
步骤S602，在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险。
在本实施例中，当客户想查询某种保险时，客户通过移动终端1点击该保险触发一个查询指令。该查询指令中包括保险的类别信息。所述获取模块202在接收到通过移动终端1发出的查询指令后，会解析该查询指令以获取查询指令中的保险类别信息，从而根据该保险类别信息确定客户查询的目标保险。
步骤S603，根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名。
在本实施例中，由于映射关系表包含了各种类型的保险及其对应的可分配的坐席的人管信息的对应关系，故确定模块203在确定目标保险后，通过查询该映射关系表后即可直接获取到目标保险对应可分配的坐席姓名。
具体地，所述确定所述目标保险对应可分配的坐席姓名的步骤，将在第四实施例(图9)中详述。
步骤S604，判断确认的所述坐席姓名是否存在亲和坐席。
在本实施例中，所述亲和坐席为以前为所述客户提供过服务的坐席。当确定出可分配的坐席姓名时，会判断该些坐席姓名中是否存在亲和坐席。在判断出存在亲和坐席时，将展示该亲和坐席的人管信息给所述客户，以供所述客户根据该人管信息来联系所述亲和坐席为所述客户提供服务。
步骤S605，若不存在所述亲和坐席，将确认的所述坐席姓名展示给客户以供客户选择中意的坐席。
在本实施例中，通过移动终端1将所有可选的坐席的姓名展示给客户，让客户选择中意的坐席为其提供服务，可以提高客户的满意度。
步骤S606，接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
在本实施例中，在客户通过移动终端1选择中意的坐席后，将该坐席的人管信息展示给所述客户。由于人管信息中包含有该坐席详细的基本资料信息，从而使得以客户可以更加详细的了解该坐席的信息，进而为客户的最终选定服务的坐席的决定提供参考信息。
通过上述步骤S601-606，本申请所提出的坐席身份信息显示方法，首先，建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；然后，在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；接着，根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；再次，判断确认的所述坐席姓名是否存在亲和坐席，若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；最后，接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。这样，通过在可分配的区拓坐席不存在客户的亲和坐席时，通过将可分配的坐席信息显示给客户供客户选择中意的坐席，能够提高客户对坐席的信任感，进而可以提高客户的购买保险的意愿。
如图7所示，是本申请坐席身份信息显示方法的第二实施例的实施流程示意图。在本实施例中，根据不同的需求，图7所示的流程图中的步骤的执行顺序可以改变，某些步骤可以省略。
步骤S701，建立保险与所述保险对应可分配的坐席的人管信息的映射关系表。
步骤S702，在所述保险对应可分配的坐席的人管信息发生变化时，更新所述映射关系表。
步骤S703，在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险。
步骤S704，根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名。
步骤S705，判断确认的所述坐席姓名是否存在亲和坐席。
步骤S706，若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席。
步骤S707，接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
通过上述步骤S701-707，本申请所提出的坐席身份信息显示方法，可以更新映射关系表，进一步提高客户对坐席的信息感。
参阅图8所示，是本申请坐席身份信息显示方法第三实施例的实施流程示意图。在本实施例中，根据不同的需求，图8所示的流程图中的步骤的执行顺序可以改变，某些步骤可以省略。
步骤S801，建立保险与所述保险对应可分配的坐席的人管信息的映射关系表。
步骤S802，在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险。
步骤S803，根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名。
步骤S804，判断确认的所述坐席姓名是否存在亲和坐席。
步骤S805，若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席。
步骤S806，接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
步骤S807，在客户选定的最终的坐席为客户提供完服务之后，接收客户对所述坐席服务的评价信息，并将所述评价信息存储于对应坐席的人管信息中。
通过上述步骤S801-807，本申请所提出的坐席身份信息显示方法，可以存储客户对为其服务的坐席的评价信息，从而可以为其他客户在选择坐席时提供参考。同时，该评价信息也可以监督坐席的服务水平，进而促使坐席提升其服务水平。
参阅图9所示，是本申请坐席身份信息显示方法第四实施例的实施流程示意图。在本实施例中，所述根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名的步骤包括：
步骤S901，根据所述目标保险查询所述映射关系表以获取所述目标保险对应可分配的坐席的人管信息。
步骤S902，获取所述人管信息中的坐席姓名。
通过上述步骤S901-902，本申请所提出的坐席身份信息显示方法，通过仅 仅获取目标保险对应可分配的坐席姓名，从而可以在向客户展示时更加清晰明了，提高客户体验。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本申请各个实施例所述的方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种坐席身份信息显示方法，应用于应用服务器中，其特征在于，所述方法包括：
    建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；
    在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；
    根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；
    判断确定的所述坐席姓名中是否存在所述客户的亲和坐席；
    若存在，则将展示该亲和坐席的人管信息给所述客户；
    若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；及
    接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
  2. 如权利要求1所述的坐席身份信息显示方法，其特征在于，所述人管信息包括坐席的基本资料信息及客户对坐席的评价信息。
  3. 如权利要求2所述的坐席身份信息显示方法，其特征在于，在所述保险对应可分配的坐席的人管信息发生变化时，更新所述映射关系表。
  4. 如权利要求3所述的坐席身份信息显示方法，其特征在于，所述根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名的步骤包括：
    根据所述目标保险查询所述映射关系表以获取所述目标保险对应可分配的坐席的人管信息；及
    获取所述人管信息中的坐席姓名。
  5. 如权利要求4所述的坐席身份信息显示方法，其特征在于，所述方法还包括步骤：
    在客户选定的最终的坐席为客户提供完服务之后，接收客户对所述坐席服务的评价信息，并将所述评价信息存储于对应坐席的人管信息中。
  6. 一种应用服务器，其特征在于，所述应用服务器包括存储器、处理器，所述存储器上存储有可在所述处理器上运行的坐席身份信息显示程序，所述坐席身份信息显示程序被所述处理器执行时处理以下步骤：
    建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；
    在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；
    根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；
    判断确定的所述坐席姓名中是否存在所述客户的亲和坐席；
    若存在，则将展示该亲和坐席的人管信息给所述客户；
    若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；及
    接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
  7. 如权利要求6所述的应用服务器，其特征在于，所述人管信息包括坐席的基本资料信息及客户对坐席的评价信息。
  8. 如权利要求7所述的应用服务器，其特征在于，所述坐席身份信息显示程序被所述处理器执行时还处理以下步骤：
    在所述保险对应可分配的坐席的人管信息发生变化时，更新所述映射关系表。
  9. 如权利要求8所述的应用服务器，其特征在于，所述根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名的步骤包括：
    根据所述目标保险查询所述映射关系表以获取所述目标保险对应可分配的坐席的人管信息；及
    获取所述人管信息中的坐席姓名。
  10. 如权利要求9所述的应用服务器，其特征在于，所述坐席身份信息显示程序被所述处理器执行时还处理以下步骤：
    在客户选定的最终的坐席为客户提供完服务之后，接收客户对所述坐席服务的评价信息，并将所述评价信息存储于对应坐席的人管信息中。
  11. 一种计算机可读存储介质，所述计算机可读存储介质存储有坐席身份信息显示程序，所述坐席身份信息显示程序可被至少一个处理器执行，以使所述至少一个处理器执行时处理以下步骤：
    建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；
    在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；
    根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；
    判断确定的所述坐席姓名中是否存在所述客户的亲和坐席；
    若存在，则将展示该亲和坐席的人管信息给所述客户；
    若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；及
    接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
  12. 如权利要求11所述的计算机可读存储介质，其特征在于，所述人管信息包括坐席的基本资料信息及客户对坐席的评价信息。
  13. 如权利要求12所述的计算机可读存储介质，其特征在于，所述坐席身份信息显示程序被所述处理器执行时还处理以下步骤：
    在所述保险对应可分配的坐席的人管信息发生变化时，更新所述映射关系表。
  14. 如权利要求13所述的计算机可读存储介质，其特征在于，所述根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名的步骤包括：
    根据所述目标保险查询所述映射关系表以获取所述目标保险对应可分配的坐席的人管信息；及
    获取所述人管信息中的坐席姓名。
  15. 如权利要求14所述的计算机可读存储介质，其特征在于，所述坐席身份信息显示程序被所述处理器执行时还处理以下步骤：
    在客户选定的最终的坐席为客户提供完服务之后，接收客户对所述坐席服务的评价信息，并将所述评价信息存储于对应坐席的人管信息中。
  16. 一种坐席身份信息显示程序，其特征在于，该程序包括：
    建立模块，用于建立保险与所述保险对应可分配的坐席的人管信息的映射关系表；
    获取模块，用于在接收到客户的保险查询指令时，获取所述保险查询指令中的保险类别信息以确定客户查询的目标保险；
    确定模块，用于根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名；
    判断模块，用于判断确定的所述坐席姓名中是否存在所述客户的亲和坐 席；
    展示模块，用于若存在，则将展示该亲和坐席的人管信息给所述客户；若不存在，则将确认的所述坐席姓名展示给客户以供客户选择中意的坐席；及
    接收模块，用于接收客户的选择指令，并根据所述选择指令将客户选定的中意坐席的人管信息展示给客户，以供客户确定是否最终选定所述中意坐席为客户提供服务。
  17. 如权利要求16所述的坐席身份信息显示程序，其特征在于，所述人管信息包括坐席的基本资料信息及客户对坐席的评价信息。
  18. 如权利要求17所述的坐席身份信息显示程序，其特征在于，该程序还包括：
    更新模块，用于在所述保险对应可分配的坐席的人管信息发生变化时，更新所述映射关系表。
  19. 如权利要求18所述的坐席身份信息显示程序，其特征在于，所述根据所述目标保险及所述映射关系表确定所述目标保险对应可分配的坐席姓名的步骤包括：
    根据所述目标保险查询所述映射关系表以获取所述目标保险对应可分配的坐席的人管信息；及
    获取所述人管信息中的坐席姓名。
  20. 如权利要求19所述的坐席身份信息显示程序，其特征在于，该程序还包括：
    存储模块，用于在客户选定的最终的坐席为客户提供完服务之后，接收客户对所述坐席服务的评价信息，并将所述评价信息存储于对应坐席的人管信息中。
PCT/CN2018/089336 2017-09-30 2018-05-31 坐席身份信息显示方法、应用服务器及计算机可读存储介质 WO2019062183A1 (zh)

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