WO2019085405A1 - 客服会话分配方法、电子装置及计算机可读存储介质 - Google Patents
客服会话分配方法、电子装置及计算机可读存储介质 Download PDFInfo
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- WO2019085405A1 WO2019085405A1 PCT/CN2018/083083 CN2018083083W WO2019085405A1 WO 2019085405 A1 WO2019085405 A1 WO 2019085405A1 CN 2018083083 W CN2018083083 W CN 2018083083W WO 2019085405 A1 WO2019085405 A1 WO 2019085405A1
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
Definitions
- the present application relates to the field of communications, and relates to a customer service session allocation method, an electronic device, and a computer readable storage medium.
- the intelligent customer service robot can quickly respond to the customer's needs to a certain extent, the intelligent customer service robot's thinking depends on the knowledge base. Once the customer's problem is beyond the scope of the knowledge base, the intelligent customer service robot can't continue to answer, usually it will turn. Serve the human customer service. Therefore, even with the service of the intelligent customer service robot, the manual customer service is still fully operational, the customer waits for a long time, and the customer experience is not good. A large part of the reason for the above situation comes from the uneven distribution of workers.
- the technical problem to be solved by the present application is to overcome the problem that the random allocation of customer calls in the prior art makes the agent service inefficient, and proposes a customer service session distribution method, an electronic device and a computer readable storage medium,
- the intelligent combination of dispatching rules, combined with customer identification technology, enables intelligent distribution of incoming customers and improves customer service efficiency.
- a customer service session allocation method includes the following steps:
- the online customer service information includes at least a service attribute, a service number upper limit, and a customer rating; S2, calculating a service index of each online customer service according to a preset index calculation rule; S3, pressing all online customer service
- the service attributes are grouped to generate a plurality of service queues, and are arranged in descending order of the service index for the online customer service in each group of service queues; S4, when receiving a session request sent by the client and including the device identifier Automatically detecting and identifying the customer's incoming service and customer information; S5, grouping the customer according to the incoming service to generate a plurality of sets of customer queues; S6, calculating rules according to the preset priority according to the customer information Calculating a priority level of the customer, and ranking the customers in each group of the customer queue according to the priority level from high to low; S7, assigning a corresponding service queue to each customer queue according to a predetermined allocation rule, and The customer in the customer queue has a one-to
- An electronic device includes a memory and a processor, and the memory stores a customer service session distribution system executable by the processor, the customer service session distribution system comprising:
- the service queue generating module is configured to calculate the service index of each online customer service according to the preset online customer service information including at least the service attribute, the service limit and the customer rating, and press all the online customer service indexes according to the preset index calculation rule.
- the service attributes are grouped to generate a plurality of service queues, and are arranged in descending order of the service index for online customer service in each group of service queues;
- the session receiving and identifying module is configured to receive a session request sent by the client and include the device identification code, and automatically detect and identify the customer's incoming service and customer information;
- a customer queue generation module configured to group customers according to the incoming service to generate a plurality of groups of customer queues, and calculate a priority level of the customer according to the preset priority calculation rule according to the customer information, and for each group The customers in the customer queue are ranked from highest to lowest according to the priority level;
- the session allocating module allocates a corresponding service queue for each customer queue according to a predetermined allocation rule, and one-to-one correspondence between the customer in the customer queue and the customer service in the allocated service queue;
- a session connection establishing module configured to establish a dialogue connection between the client and its corresponding online customer service, so that the customer service can conduct customer consulting services;
- the customer service queue rearrangement module is configured to calculate the grouping and service index of the online customer service when the conversation connection is disconnected, when the new customer service is online, or when the customer service information changes, and insert the corresponding into the corresponding service queue. In the location.
- a computer readable storage medium having stored therein a customer service session distribution system, the customer service session distribution system being executable by at least one processor to implement the following steps:
- the online customer service information includes at least a service attribute, a service number upper limit, and a customer rating; S2, calculating a service index of each online customer service according to a preset index calculation rule; S3, pressing all online customer service
- the service attributes are grouped to generate a plurality of service queues, and are arranged in descending order of the service index for the online customer service in each group of service queues; S4, when receiving a session request sent by the client and including the device identifier Automatically detecting and identifying the customer's incoming service and customer information; S5, grouping the customer according to the incoming service to generate a plurality of sets of customer queues; S6, calculating rules according to the preset priority according to the customer information Calculating a priority level of the customer, and ranking the customers in each group of the customer queue according to the priority level from high to low; S7, assigning a corresponding service queue to each customer queue according to a predetermined allocation rule, and The customer in the customer queue has a one-to
- the positive progress of the application is that the present application realizes the intelligent distribution of the incoming customers by identifying some key attributes of the incoming customers, effectively improving the efficiency of the dispatching work and the working efficiency of the customer service, and the customer experience is also improved.
- FIG. 1 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
- FIG. 2 is a schematic diagram showing a program module of an embodiment of a customer service session distribution system in an electronic device of the present application
- FIG. 3 is a flowchart of Embodiment 1 of a method for assigning a customer service session of the present application
- FIG. 4 is a flowchart of Embodiment 2 of the customer service session allocation method of the present application.
- FIG. 5 is a flowchart of identifying customer information in Embodiment 3 of the customer service session allocation method of the present application.
- FIG. 6 is a flow chart showing the principle of allocation in Embodiment 4 of the customer service session allocation method of the present application.
- FIG. 7 is a flowchart of determining whether the consulting service is completed or not in Embodiment 5 of the customer service session allocation method of the present application.
- the present application proposes an electronic device.
- the electronic device 2 is an apparatus capable of automatically performing numerical calculation and/or information processing in accordance with an instruction set or stored in advance.
- the electronic device 2 can be a smartphone, a tablet, a laptop, a desktop computer, a rack server, a blade server, a tower server, or a rack server (including a stand-alone server, or a server cluster composed of multiple servers).
- the electronic device 2 includes at least, but not limited to, a memory 21, a processor 22, a network interface 23, and a customer service session distribution system 20 that are communicably coupled to one another via a system bus. among them:
- the memory 21 includes at least one type of computer readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), 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 21 may be an internal storage unit of the electronic device 2, such as a hard disk or a memory of the electronic device 2.
- the memory 21 may also be an external storage device of the electronic device 2, such as a plug-in hard disk equipped on the electronic device 2, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, flash card, etc.
- the memory 21 can also include both the internal storage unit of the electronic device 2 and its external storage device.
- the memory 21 is generally used to store an operating system installed in the electronic device 2 and various types of application software, such as program codes of the customer service session distribution system 20. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
- the processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
- the processor 22 is typically used to control the overall operation of the electronic device 2, such as performing control and processing associated with data interaction or communication with the electronic device 2.
- the processor 22 is configured to run program code or process data stored in the memory 21, such as running the customer service session distribution system 20 and the like.
- the network interface 23 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the electronic device 2 and other electronic devices.
- the network interface 23 is configured to connect the electronic device 2 to an external terminal through a network, establish a data transmission channel, a communication connection, and the like between the electronic device 2 and an external terminal.
- the network may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, or a 5G network.
- Wireless or wired networks such as networks, Bluetooth, Wi-Fi, and more.
- FIG. 1 only shows the electronic device 2 with the components 21-23, but it should be understood that not all illustrated components are required to be implemented, and more or fewer components may be implemented instead.
- the customer service session distribution system 20 stored in the memory 21 may be divided into one or more program modules, the one or more program modules being stored in the memory 21, and may be one or more
- the processor this embodiment is processor 22
- FIG. 2 is a schematic diagram of a program module of an embodiment of the customer service session distribution system 20.
- the customer service session distribution system 20 can be divided into a service queue generation module 201, a session reception identification module 202, The customer queue generation module 203, the session assignment module 204, the session connection establishment module 205, and the customer service queue rearrangement module 206.
- the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function. The following description will specifically describe the specific functions of the program modules 201-206.
- the service queue generating module 201 is configured to calculate, according to a preset index calculation rule, a service index of each online customer service according to the obtained online customer service information including at least a service attribute, a service maximum limit, and a customer score, and all
- the online customer service is grouped according to the service attribute to generate a plurality of groups of service queues, and is arranged in descending order of the service index for the online customer service in each group of service queues;
- the session receiving and identifying module 202 is configured to receive a session request that is sent by the client and includes a device identifier, and automatically detect and identify the customer's incoming service and customer information;
- the customer queue generating module 203 is configured to group customers according to the incoming line service to generate a plurality of groups of customer queues, and calculate a priority level of the customer according to the preset priority calculation rule according to the customer information, and For each group of customers in the customer queue, ranked according to the priority level from high to low;
- the session allocating module 204 allocates a corresponding service queue for each client queue according to a predetermined allocation rule, and maps the clients in the client queue to the customer service in the allocated service queue one-to-one;
- the session connection establishing module 205 is configured to establish a conversation connection between the client and the corresponding online customer service, so that the customer service performs the customer consultation service;
- the customer service queue rearranging module 206 is configured to perform grouping and service index calculation on the online customer service when the conversation connection is established or disconnected, when a new customer service is online, or when the customer service information changes, and insert the corresponding information into the corresponding In the corresponding location in the service queue.
- the service queue generation module 201 groups the online customer service according to the service attributes of the online customer service (such as personal business, company business, loss reporting processing service, and complaint service, etc.), thereby generating a service queue. It should be pointed out that there may be more than one service attribute of a customer service, so a customer service may exist in multiple queues.
- the customer queue generation module 203 classifies the customer according to the service selected by the incoming customer, where the service selected by the customer corresponds to the service attribute of the customer service, and then determines whether the incoming customer is a VIP customer, and if so, further determines the VIP. Level, the higher the level, the higher the priority, while the non-VIP customers, ie the average customers, are prioritized according to their incoming time.
- the customer queue is assigned to the corresponding service queue, and then the customer is further allocated to the corresponding customer service in order.
- a customer service may exist in multiple service queues, but the number of service personnel is uniformly accumulated, and as long as the total number of customers received by the customer reaches the upper limit, the customer of any service is no longer received.
- the present application proposes a customer service session allocation method.
- the customer service session allocation method includes the following steps:
- the priority calculation rule described here is that the VIP customers are ranked before the ordinary customers, and the VIP customers are ranked according to their VIP levels from high to low, and the ordinary customers are arranged in order according to their incoming time; the VIP identifier and the VIP level identifier are both Included in the customer information.
- Example 1 The following is an example of three customer service login customer service terminals:
- customer service are customer service 1, customer service 2 and customer service 3; customer service 1 business attributes are personal business and company business, the maximum number of service is 5, the current service number is 2, customer rating is 4.5; customer service 2 business The property is only for personal business, the maximum number of service is 6 people, the current service number is 2, the customer rating is 4.8; the service attribute of customer service 3 is only the company business, the maximum number of service is 3, the current service number is 2, the customer rating is 4.5.
- customer service one service index is 4.05
- customer service two service index is 4.56
- customer service three service index is 3.45.
- the customer service order in the personal service service queue is: customer service 2, customer service one; 2) personal service service queue customer service Sorted as: customer service, customer service three.
- the service selected by the client is taken as the incoming service.
- the incoming service is a personal service, and then the device identification code included in the session request is obtained from the existing customer database. Relevant customer information (if the customer information is not stored in the customer database, it cannot be obtained, and it is automatically handled as an ordinary customer), and the customer is a VIP2 customer.
- the VIP2 customer is assigned to the customer queue of the personal business group.
- the VIP2 customer is sorted in the customer queue of the personal business group. It is assumed that there are 3 other customers in the customer queue, 2 of which are ordinary customers and 1 is a VIP1 customer, so the VIP2 customer is directly discharged to the present. The first place in the customer queue.
- the customer queue of the personal business group in which the VIP2 client is located should correspond to the personal service service queue, and the VIP2 client specifically corresponds to the customer service 2 in the personal service service queue.
- the customer ratings described here are derived from the average customer scores for customer service after the consulting service ends, so the customer ratings will change in real time.
- the customer service session allocation method may further include the following steps:
- S1-S8 is the same as the first embodiment, and is not described here;
- the grouping of the customer service two and the calculation of the service index are required.
- the service attribute of the customer service two does not change, so the grouping remains unchanged. Since the current number of service providers has increased by one (ie, VIP2 customers), it is necessary to recalculate the service index of customer service two, and the service index of the customer service two is 4.26.
- the customer service two is still ranked first in the personal business service queue.
- the service index of the customer service is 4.65
- the customer service 2 should be ranked second in the personal service service queue, that is, the personal service service queue is: customer service one. Customer service two.
- the online customer service involved is re-grouped and the service index is calculated, so that the order of the customer service in the service queue can be better adjusted in real time.
- the service index is calculated, so that the order of the customer service in the service queue can be better adjusted in real time.
- the identification of the customer information in step S4 specifically includes the following steps:
- step S44 Determine whether a device identification code matching the intercepted device identification code is stored in the client database, and if yes, execute step S45, if not, end.
- the customer database described in this embodiment is pre-organized and stored in the memory.
- the customer database stores a plurality of customer sets, each customer set includes a customer ID, and each customer ID represents a customer, and each customer ID is There are several tags associated with one or more dimensions, where the tag includes at least the device ID of the customer, the ID of the last customer service received, the unfinished work order, the VIP level, and the like.
- the device identification code is used as the identification code of the customer information, and as long as the device identification code matches, the other customer information associated with the matched customer ID is obtained as the customer information of the incoming customer.
- step S7 the allocation rule described in step S7 is:
- step S71 determining whether the customer has received the customer service last time, if the step S72 is performed, if not step S77;
- step S72 determining whether the last reception customer service is online, if the step S73 is performed; if not, executing step S77;
- step S73 determining whether the number of clients that the last customer service reception is receiving reaches the upper limit of the number of service personnel of the customer service, if the dialogue connection between the customer and the last customer service is established, step S78 is performed, if not, step S74 is performed;
- step S75 identifying the received customer feedback, if you select "wait the last customer service” to perform step S76, if you select "select other customer service", then step S77;
- the judgment of whether the consultation service is completed or not may include the following steps:
- step S92 determining whether the time when the client last sent the message is after the time when the customer service last responded to the message, if the step S93 is performed, if not, go to step S91;
- step S93 determining whether the interval between the time when the client last sent the message and the current time is less than a preset end threshold, if step S91 is performed, if not, step S94 is performed;
- the present application is a computer readable storage medium having stored therein a customer service session distribution system 20, which can be implemented by one or more processors to implement the above-described customer service session allocation method Or the operation of an electronic device.
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Abstract
本申请公开了一种客服会话分配方法,属于通信领域。一种客服会话分配方法,包括:S1、获取在线客服信息;S2、计算出每一在线客服的服务指数;S3、将所有在线客服进行分组和排序;S4、在接收到客户的会话请求时,自动检测并识别出客户的进线业务及客户信息;S5、将客户进行分组;S6、针对每组客户按所述优先等级从高到低排列;S7、根据预定的分配规则,为每一客户分配对应的客服;S8、建立客户与其对应的在线客服之间的对话连接。本申请通过识别进线客户的关键属性,实现对进线客户的智能分配,有效提升了派工的效率和客服的工作效率,同时客户体验也得到提升。
Description
本申请申明享有2017年11月3日递交的申请号为201711070199.5、名称为“客服会话分配方法、电子装置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。
本申请涉及通信领域,涉及一种客服会话分配方法、电子装置及计算机可读存储介质。
随着互联网的飞速发展,人们服务意识的提高,网络客服已经普及到各行各业,深入到日常商业服务的各个环节。
目前,虽然智能客服机器人可在一定程度上快速响应客户的需求,是智能客服机器人的思考依赖知识库,一旦客户的问题超出知识库的范围,智能客服机器人就无法继续回答,通常情况下都会转给人工客服进行服务。因此,即使有智能客服机器人的服务,人工客服依然还是满负荷运作,客户等待时间都较长,客户体验不佳。而造成以上情况的原因很大一部分是来自于派工的不均。
现在市场一些客服平台对于派工一般都是随机分配给在线客服,导致客户的等待时间不均和等待过长,这样对于客户的体验很差,也影响客服的工作效率。此外,客户多次进线,可能要向不同的客服描述相同的事情,做不到以客户为中心的服务。从坐席角度上看,随机分配可能使得坐席工作量不平均,无法发挥工作效率。
发明内容
本申请要解决的技术问题是为了克服现有技术中对客户来电随机分配使得坐席服务效率不高的问题,提出了一种客服会话分配方法、电子装置及计算机可读存储介质,通过将多种派工规则智能组合的方式,并结合客户识别技术,实现进线的客户的智能分配,提升客服效率。
本申请是通过下述技术方案来解决上述技术问题:
一种客服会话分配方法,包括如下步骤:
S1、获取在线客服信息,所述在线客服信息至少包括业务属性、服务人数上限和客户评分;S2、根据预设的指数计算规则计算出每一在线客服的服务指数;S3、将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;S4、在接收到客户发来的包含有设备识别码的会话请求时,自动检测并识别出客户的进线业务及客户信息;S5、将客户按所述进线业务进行分组,以生成若干组客户队列;S6、根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;S7、根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;S8、建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务。
一种电子装置,包括存储器和处理器,所述存储器上存储有可被所述处理器执行的客服会话分配系统,所述客服会话分配系统包括:
服务队列生成模块,用于根据获取的至少包括业务属性、服务人数上限和客户评分在内的在线客服信息,根据预设的指数计算规则计算出每一在线客服的服务指数,将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;
会话接收识别模块,用于接收到客户发来的包含有设备识别码的会话请求,自动检测并识别出客户的进线业务及客户信息;
客户队列生成模块,用于将客户按所述进线业务进行分组,以生成若干组客户队列,并根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;
会话分配模块,根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;
会话连接建立模块,用于建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务;
客服队列重排模块,用于在对话连接断开时、有新客服上线时或者客服信息发生变化时,对该在线客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中。
一种计算机可读存储介质,所述计算机可读存储介质内存储有客服会话分配系统,所述客服会话分配系统可被至少一个处理器所执行,以实现以下步骤:
S1、获取在线客服信息,所述在线客服信息至少包括业务属性、服务人数上限和客户评分;S2、根据预设的指数计算规则计算出每一在线客服的服务指数;S3、将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;S4、在接收到客户发来的包含有设备识别码的会话请求时,自动检测并识别出客户的进线业务及客户信息;S5、将客户按所述进线业务进行分组,以生成若干组客户队列;S6、根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;S7、根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;S8、建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务。
本申请的积极进步效果在于:本申请通过识别进线客户的一些关键属性,以实现对进线客户的智能分配,有效提升了派工的效率和客服的工作效 率,同时客户体验也得到提升。
图1示出了本申请电子装置一实施例的硬件架构示意图;
图2示出了本申请电子装置中客服会话分配系统一实施例的程序模块示意图;
图3示出了本申请客服会话分配方法实施例一的流程图;
图4示出了本申请客服会话分配方法实施例二的流程图;
图5示出了本申请客服会话分配方法实施例三中识别客户信息的流程图;
图6示出了本申请客服会话分配方法实施例四中分配原则的流程图;
图7示出了本申请客服会话分配方法实施例五中判断咨询服务完成与否的流程图。
下面通过实施例的方式进一步说明本申请,但并不因此将本申请限制在所述的实施例范围之中。
首先,本申请提出了一种电子装置。
参阅图1所示,是本申请电子装置一实施例的硬件架构示意图。本实施例中,所述电子装置2是一种能够按照事先设定或者存储的指令,自动进行数值计算和/或信息处理的设备。例如,可以是智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器,或者多个服务器所组成的服务器集群)等。如图所示,所述电子装置2至少包括,但不限于,可通过系统总线相互通信连接存储器21、处理器22、网络接口23、以及客服会话分配系统20。其中:
所述存储器21至少包括一种类型的计算机可读存储介质,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21可以是所述电子装置2的内部存储单元,例如该电子装置2的硬盘或内存。在另一些实施例中,所述存储器21也可以是所述电子装置2的外部存储设备,例如该电子装置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21还可以既包括所述电子装置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21通常用于存储安装于所述电子装置2的操作系统和各类应用软件,例如所述客服会话分配系统20的程序代码等。此外,所述存储器21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22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22通常用于控制所述电子装置2的总体操作,例如执行与所述电子装置2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22用于运行所述存储器21中存储的程序代码或者处理数据,例如运行所述的客服会话分配系统20等。
所述网络接口23可包括无线网络接口或有线网络接口,该网络接口23通常用于在所述电子装置2与其他电子装置之间建立通信连接。例如,所述网络接口23用于通过网络将所述电子装置2与外部终端相连,在所述电子装置2与外部终端之间的建立数据传输通道和通信连接等。所述网络可以是企业内部网(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 等无线或有线网络。
需要指出的是,图1仅示出了具有组件21-23的电子装置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。
在本实施例中,存储于存储器21中的所述客服会话分配系统20可以被分割为一个或者多个程序模块,所述一个或者多个程序模块被存储于存储器21中,并可由一个或多个处理器(本实施例为处理器22)所执行,以完成本申请。
例如,图2示出了所述客服会话分配系统20一实施例的程序模块示意图,该实施例中,所述客服会话分配系统20可以被分割为服务队列生成模块201、会话接收识别模块202、客户队列生成模块203、会话分配模块204、会话连接建立模块205和客服队列重排模块206。其中,本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段。以下描述将具体介绍所述程序模块201-206的具体功能。
所述服务队列生成模块201,用于根据获取的至少包括业务属性、服务人数上限和客户评分在内的在线客服信息,根据预设的指数计算规则计算出每一在线客服的服务指数,将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;
所述会话接收识别模块202,用于接收到客户发来的包含有设备识别码的会话请求,自动检测并识别出客户的进线业务及客户信息;
所述客户队列生成模块203,用于将客户按所述进线业务进行分组,以生成若干组客户队列,并根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;
所述会话分配模块204,根据预定的分配规则,为每一客户队列分配对 应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;
所述会话连接建立模块205,用于建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务;
所述客服队列重排模块206,用于在对话连接建立或断开时、有新客服上线时或者客服信息发生变化时,对该在线客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中。
本实施例中,服务队列生成模块201根据在线客服的业务属性(比如个人业务、公司业务、挂失处理业务和投诉业务等)对在线客服进行分组,进而产生服务队列。需要指出的是,一个客服的业务属性可能有多个,因而一个客服可能存在于多个队列中。
客户队列生成模块203根据进线客户所选的业务对客户进行分类,这里客户所选的业务与客服的业务属性相对应,然后判断该进线客户是否为VIP客户,如果是则进一步判断其VIP等级,等级越高则优先级越高,而非VIP客户即普通客户则根据其进线时间进行优先级排序,
最终根据分配规则,将客户队列分配给对应的服务队列,再进一步将客户按顺序分配给相应的客服。
本实施例中,一个客服可能存在于多个服务队列中,但其服务人数是统一累计的,只要其接待的客户总人数达到上限,则不再接待任何业务的客户了。
其次,本申请提出一种客服会话分配方法。
在实施例一中,如图3所示,所述的客服会话分配方法包括如下步骤:
S1、获取在线客服信息,所述在线客服信息至少包括业务属性、服务人数上限和客户评分;
S2、根据预设的指数计算规则计算出每一在线客服的服务指数;
这里所述的指数计算规则具体为服务指数=客户评分×70%+(服务人数 上限-服务人数)×30%。
S3、将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;
S4、在接收到客户发来的包含有设备识别码的会话请求时,自动检测并识别出客户的进线业务及客户信息;
S5、将客户按所述进线业务进行分组,以生成若干组客户队列;
S6、根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;
这里所述的优先级计算规则为:VIP客户排在普通客户之前,且VIP客户按其VIP等级从高到低排列,普通客户按其进线时间依次排列;所述VIP标识和VIP等级标识均包含在所述客户信息中。
S7、根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;
S8、建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务。
例1、下面以3个客服登录客服端为例做具体说明:
假设:3个客服分别为客服一、客服二和客服三;客服一的业务属性为个人业务和公司业务,服务人数上限为5人,当前服务人数为2,客户评分为4.5;客服二的业务属性仅为个人业务,服务人数上限为6人,当前服务人数为2,客户评分为4.8;客服三的业务属性仅为公司业务,服务人数上限为3人,当前服务人数为2,客户评分为4.5。
1、上述3个客服登录客服端后成为在线客服,根据这3个在线客服的工号(也可以是其他唯一识别登录码),从客服数据库中调出相关的客服信息如前述假设。
2、根据3个客服的客服信息按预设的指数计算规则计算得到:客服一的服务指数为4.05,客服二的服务指数为4.56,客服三的服务指数为3.45。
3、根据3个客服的业务属性分为两组服务队列,针对每组服务队列进行排序得到:1)个人业务服务队列中客服排序为:客服二、客服一;2)个人业务服务队列中客服排序为:客服一、客服三。
4、在收到客户发来的会话请求时,将客户选择的业务作为进线业务,这里假设进线业务为个人业务,再根据会话请求中包含的设备识别码从已有的客户数据库中获取相关的客户信息(如果客户数据库中没有存储有该客户信息,则无法获取,自动将其作为普通客户处理),该客户为VIP2客户。
5、根据进线业务,将该VIP2客户分到个人业务组的客户队列中。
6、将该VIP2客户在个人业务组的客户队列中进行排序,假设该客户队列中另有3位客户,其中2位为普通客户,1位为VIP1客户,于是将该VIP2客户直接排到本客户队列的首位。
7、根据分配规则,该VIP2客户所在的个人业务组的客户队列应该与个人业务服务队列相对应,且将该VIP2客户具体与个人业务服务队列中的客服二相对应。
8、建立VIP2客户与客服二之间的对话连接,开始客户咨询服务。
这里所述客户评分来自于咨询服务结束后客户对客服打分的平均,因而客户评分会实时变化。
在实施例二中,基于实施例一的基础,如图4所示,所述的客服会话分配方法还可以包括如下步骤:
S1-S8同实施例一,此处不再赘述;
S9、当对话连接建立或断开时或者当客服信息发生变化时,重新对该在线客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位 置中;当有新客服上线时,则对该新客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中。
接例1,在VIP2客户与客服二之间的对话连接建立后,需要对客服二的进行分组和服务指数的计算,本例中,所述客服二的业务属性没变,因此分组不变,而由于当前服务人数增加了一位(即VIP2客户),因此需要对客服二的服务指数重新计算,得到该客服二的服务指数为4.26。
假设客服一的服务指数不变,则客服二仍然排在个人业务服务队列的首位。
假设此时客服一的会话连接都断开了,则此时客服一的服务指数为4.65,则此时客服二应排在个人业务服务队列的第二位,即个人业务服务队列为:客服一、客服二。
本实施例中,当对话连接建立或断开时或者当客服信息发生变化时,对涉及到的在线客服重新进行分组和服务指数的计算,可以更好地实时调整客服在服务队列中的顺序,以实现合理分配各客服的工作量的目的。
在实施例三中,基于实施例二的基础上,如图5所示,步骤S4中所述客户信息的识别具体包括以下步骤:
S41、接收客户发来的包含有设备识别码的会话请求;
S42、截取会话请求中所包含的设备识别码;
S43、用截取的设备识别码与客户数据库中存储的设备识别码进行比对;
S44、判断客户数据库中是否存储有与截取的设备识别码相匹配的设备识别码,若是则执行步骤S45,若否则结束。
S45、取出与截取的设备识别码相匹配的客户信息。
本实施例中所述的客户数据库为预先整理并存储在存储器中的,客户数据库中存储有若干客户集,每个客户集包含有客户ID,每个客户ID代表一个客户,每个客户ID都在一个或多个维度上关联有若干标签,这里标签至少包括该客户的设备识别码、上次接待客服的ID、未完成工单、VIP级别等。
本实施例中,采用设备识别码作为客户信息的识别码,只要设备识别码匹配,则获取相匹配的客户ID上关联的其他客户信息作为该进线客户的客户信息。
在实施例四中,基于实施例三的基础上,如图6所示,步骤S7中所述的分配规则为:
S71、判断客户是否有上次接待客服,若是执行步骤S72,若否执行步骤S77;
S72、判断所述上次接待客服是否在线,若是执行步骤S73;若否执行步骤S77;
S73、判断所述上次接待客服正在接待的客户人数是否达到该客服的服务人数上限,若是建立该客户与所述上次接待客服之间的对话连接后执行步骤S78,若否执行步骤S74;
S74、推送“等待上次接待客服”和“选择其他客服”的选项给客户;
S75、识别接收到的客户反馈,若选择“等待上次接待客服”执行步骤S76,若选择“选择其他客服”则执行步骤S77;
S76、等待所述上次接待客服断开一个对话连接后,将该客户与所述上次接待客服建立会话连接;
S77、将该客户与其所在客户队列对应的服务队列中首个正在接待的客户人数未达到该客服的服务人数上限的在线客服建立对话连接;
S78、判断客户是否有与进线业务相关的未完成工单,若是则将所述未完成工单推送给与所述客户建立对话连接的在线客服,若否则结束。
下面,假设进线的VIP2客户的上次接待客服为客服一,且有与其选择的进线业务相关的未完成工单,对上述步骤做具体说明:
1、判断所述进线的VIP2客户的上次接待客服为客服一;
2、判断所述客服一为在线客服,且当前服务人数为2,未达到其服务人数上限5;
3、建立客服一和VIP2客户之间的会话连接。
4、调出所述未完成工单推送给客服一,以便客服一尽快了解该客户本次进线可能的相关咨询,做好准备,提高客服效率和客户体验。
在实施例五中,基于实施例二的基础上,如图7所示,由于对话连接断开在检测到咨询服务完成之后执行,因此咨询服务完成与否的判断可以包括以下步骤:
S91、获取客户最近一次发送消息的时间和客服最近一次回复消息的时间;
S92、判断所述客户最近一次发送消息的时间是否在所述客服最近一次回复消息的时间之后,若是执行步骤S93,若否执行步骤S91;
S93、判断所述客户最近一次发送消息的时间至当前时间的间隔是否小于预设的结束阈值,若是执行步骤S91,若否执行步骤S94;
S94、得出判断结论为咨询服务完成,断开对话连接。
本实施例中,通过对上次消息时间与当前时间之间的间隔,来判断客户是否在线,若客户长时间不在线,则自动判定为咨询服务完成,以便客服尽快接待下一个客户,以缩短其余客户的等待时间。
此外,本申请一种计算机可读存储介质,该计算机可读存储介质内存储有客服会话分配系统20,该客服会话分配系统20可被一个或多个处理器执行时,实现上述客服会话分配方法或电子装置的操作。
虽然以上描述了本申请的具体实施方式,但是本领域的技术人员应当理解,这仅是举例说明,本申请的保护范围是由所附权利要求书限定的。本领域的技术人员在不背离本申请的原理和实质的前提下,可以对这些实施方式做出多种变更或修改,但这些变更和修改均落入本申请的保护范围。
Claims (17)
- 一种客服会话分配方法,其特征在于,包括如下步骤:S1、获取在线客服信息,所述在线客服信息至少包括业务属性、服务人数上限和客户评分;S2、根据预设的指数计算规则计算出每一在线客服的服务指数;S3、将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;S4、在接收到客户发来的包含有设备识别码的会话请求时,自动检测并识别出客户的进线业务及客户信息;S5、将客户按所述进线业务进行分组,以生成若干组客户队列;S6、根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;S7、根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;S8、建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务。
- 根据权利要求1所述的客服会话分配方法,其特征在于,还包括以下步骤:S9、当对话连接建立或断开时或者当客服信息发生变化时,重新对该在线客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中;当有新客服上线时,则对该新客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中。
- 根据权利要求1或2所述的客服会话分配方法,其特征在于,步骤S2中所述的指数计算规则为:服务指数=客户评分×70%+(服务人数上限-当前服务人数)×30%。
- 根据权利要求1或2所述的客服会话分配方法,其特征在于,步骤S4中所述客户信息的识别包括以下步骤:S41、接收客户发来的包含有设备识别码的会话请求;S42、截取会话请求中所包含的设备识别码;S43、用截取的设备识别码与客户数据库中存储的设备识别码进行比对;S44、判断客户数据库中是否存储有与截取的设备识别码相匹配的设备识别码,若是则执行步骤S45,若否则结束;S45、取出与截取的设备识别码相匹配的客户信息。
- 根据权利要求1或2所述的客服会话分配方法,其特征在于,步骤S6中所述的优先级计算规则为:VIP客户排在普通客户之前,且VIP客户按其VIP等级从高到低排列,普通客户按其进线时间依次排列;所述VIP标识和VIP等级标识均包含在所述客户信息中。
- 根据权利要求1或2所述的客服会话分配方法,其特征在于,步骤S7中所述的分配规则为:S71、判断客户是否有上次接待客服,若是执行步骤S72,若否执行步骤S77;S72、判断所述上次接待客服是否在线,若是执行步骤S73;若否执行步骤S77;S73、判断所述上次接待客服正在接待的客户人数是否达到该客服的服务人数上限,若是建立该客户与所述上次接待客服之间的对话连接,若否执行步骤S74;S74、推送“等待上次接待客服”和“选择其他客服”的选项给客户;S75、识别接收到的客户反馈,若选择“等待上次接待客服”执行步骤S76,若选择“选择其他客服”则执行步骤S77;S76、等待所述上次接待客服断开一个对话连接后,将该客户与所述上次接待客服建立会话连接;S77、将该客户与其所在客户队列对应的服务队列中首个正在接待的客户人数未达到该客服的服务人数上限的在线客服建立对话连接。
- 根据权利要求6所述的客服会话分配方法,其特征在于,在客户与客服之间建立会话连接后还包括以下步骤:S78、判断客户是否有与进线业务相关的未完成工单,若是则将所述未完成工单推送给与所述客户建立对话连接的在线客服,若否则结束。
- 根据权利要求2所述的客服会话分配方法,其特征在于,所述对话连接断开在检测到咨询服务完成之后执行,所述咨询服务完成与否的判断包括以下步骤:S91、获取客户最近一次发送消息的时间和客服最近一次回复消息的时间;S92、判断所述客户最近一次发送消息的时间是否在所述客服最近一次回复消息的时间之后,若是执行步骤S93,若否执行步骤S91;S93、判断所述客户最近一次发送消息的时间至当前时间的间隔是否小于预设的结束阈值,若是执行步骤S91,若否执行步骤S94;S94、得出判断结论为咨询服务完成,断开对话连接。
- 一种电子装置,包括存储器和处理器,其特征在于,所述存储器上存储有可被所述处理器执行的客服会话分配系统,所述客服会话分配系统包括:服务队列生成模块,用于根据获取的至少包括业务属性、服务人数上限和客户评分在内的在线客服信息,根据预设的指数计算规则计算出每一在线客服的服务指数,将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;会话接收识别模块,用于接收到客户发来的包含有设备识别码的会话请求,自动检测并识别出客户的进线业务及客户信息;客户队列生成模块,用于将客户按所述进线业务进行分组,以生成若干 组客户队列,并根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;会话分配模块,根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;会话连接建立模块,用于建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务;客服队列重排模块,用于在对话连接断开时、有新客服上线时或者客服信息发生变化时,重新对该在线客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中。
- 一种计算机可读存储介质,其特征在于,所述计算机可读存储介质内存储有客服会话分配系统,所述客服会话分配系统可被至少一个处理器所执行,以实现以下步骤:S1、获取在线客服信息,所述在线客服信息至少包括业务属性、服务人数上限和客户评分;S2、根据预设的指数计算规则计算出每一在线客服的服务指数;S3、将所有在线客服按所述业务属性进行分组,以生成若干组服务队列,并针对每组服务队列中的在线客服按所述服务指数降序排列;S4、在接收到客户发来的包含有设备识别码的会话请求时,自动检测并识别出客户的进线业务及客户信息;S5、将客户按所述进线业务进行分组,以生成若干组客户队列;S6、根据所述客户信息按预设的优先级计算规则计算出客户的优先等级,并针对每组所述客户队列中的客户按所述优先等级从高到低排列;S7、根据预定的分配规则,为每一客户队列分配对应的服务队列,并将所述客户队列中的客户与所分配的服务队列中的客服一一对应;S8、建立客户与其对应的在线客服之间的对话连接,以便客服进行客户咨询服务。
- 根据权利要求10所述的计算机可读存储介质,其特征在于,还包括以下步骤:S9、当对话连接建立或断开时或者当客服信息发生变化时,重新对该在线客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中;当有新客服上线时,则对该新客服进行分组和服务指数的计算,将其插入到相应的服务队列中的相应位置中。
- 根据权利要求10或11所述的计算机可读存储介质,其特征在于,步骤S2中所述的指数计算规则为:服务指数=客户评分×70%+(服务人数上限-当前服务人数)×30%。
- 根据权利要求10或11所述的计算机可读存储介质,其特征在于,步骤S4中所述客户信息的识别包括以下步骤:S41、接收客户发来的包含有设备识别码的会话请求;S42、截取会话请求中所包含的设备识别码;S43、用截取的设备识别码与客户数据库中存储的设备识别码进行比对;S44、判断客户数据库中是否存储有与截取的设备识别码相匹配的设备识别码,若是则执行步骤S45,若否则结束;S45、取出与截取的设备识别码相匹配的客户信息。
- 根据权利要求10或11所述的计算机可读存储介质,其特征在于,步骤S6中所述的优先级计算规则为:VIP客户排在普通客户之前,且VIP客户按其VIP等级从高到低排列,普通客户按其进线时间依次排列;所述VIP标识和VIP等级标识均包含在所述客户信息中。
- 根据权利要求10或11所述的计算机可读存储介质,其特征在于,步骤S7中所述的分配规则为:S71、判断客户是否有上次接待客服,若是执行步骤S72,若否执行步骤S77;S72、判断所述上次接待客服是否在线,若是执行步骤S73;若否执行 步骤S77;S73、判断所述上次接待客服正在接待的客户人数是否达到该客服的服务人数上限,若是建立该客户与所述上次接待客服之间的对话连接,若否执行步骤S74;S74、推送“等待上次接待客服”和“选择其他客服”的选项给客户;S75、识别接收到的客户反馈,若选择“等待上次接待客服”执行步骤S76,若选择“选择其他客服”则执行步骤S77;S76、等待所述上次接待客服断开一个对话连接后,将该客户与所述上次接待客服建立会话连接;S77、将该客户与其所在客户队列对应的服务队列中首个正在接待的客户人数未达到该客服的服务人数上限的在线客服建立对话连接。
- 根据权利要求15所述的计算机可读存储介质,其特征在于,在客户与客服之间建立会话连接后还包括以下步骤:S78、判断客户是否有与进线业务相关的未完成工单,若是则将所述未完成工单推送给与所述客户建立对话连接的在线客服,若否则结束。
- 根据权利要求11所述的计算机可读存储介质,其特征在于,所述对话连接断开在检测到咨询服务完成之后执行,所述咨询服务完成与否的判断包括以下步骤:S91、获取客户最近一次发送消息的时间和客服最近一次回复消息的时间;S92、判断所述客户最近一次发送消息的时间是否在所述客服最近一次回复消息的时间之后,若是执行步骤S93,若否执行步骤S91;S93、判断所述客户最近一次发送消息的时间至当前时间的间隔是否小于预设的结束阈值,若是执行步骤S91,若否执行步骤S94;S94、得出判断结论为咨询服务完成,断开对话连接。
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