WO2020042482A1 - Procédé, appareil et dispositif de traitement de service d'agent, et support de stockage lisible par ordinateur - Google Patents

Procédé, appareil et dispositif de traitement de service d'agent, et support de stockage lisible par ordinateur Download PDF

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Publication number
WO2020042482A1
WO2020042482A1 PCT/CN2018/123187 CN2018123187W WO2020042482A1 WO 2020042482 A1 WO2020042482 A1 WO 2020042482A1 CN 2018123187 W CN2018123187 W CN 2018123187W WO 2020042482 A1 WO2020042482 A1 WO 2020042482A1
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WO
WIPO (PCT)
Prior art keywords
agent
information
server
call request
management server
Prior art date
Application number
PCT/CN2018/123187
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English (en)
Chinese (zh)
Inventor
姚顺
郭伟新
Original Assignee
平安科技（深圳）有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Publication date
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Publication of WO2020042482A1 publication Critical patent/WO2020042482A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H04L51/046—Interoperability with other network applications or services

Definitions

  • the present application relates to the field of data display technology, and in particular, to a seat service processing method, device, device, and computer-readable storage medium.
  • service companies have launched corresponding service APPs or websites to better serve customers.
  • customers need help, they can contact agents through the service APP or website.
  • customers often need to be in the service APP or website Fill in some basic information in advance.
  • the customer needs to repeat the basic information that has been filled in before, which is not only tedious, but also has a poor experience for the customer.
  • the main purpose of this application is to provide an agent service processing method, device, device, and computer-readable storage medium, which are aimed at solving the need for customers to re-enter the filled in customer information during the existing agent service processing process, which is not only tedious, but also Poor customer experience with technical issues.
  • this application provides a method for processing agent services, which includes the following steps:
  • the WebRTC server establishes a communication connection with the telephone management server when it receives a call request triggered by the client based on the client and the customer information entered by the client.
  • the service server extracts the related information of the customer information from a local database, and generates pop-up information according to the customer information and its related information;
  • the service server sends the pop-up window information to a corresponding agent terminal for display.
  • this application also provides an agent service processing device, where the agent service processing device includes:
  • the WebRTC server establishment module is used to establish a communication connection with the telephone management server when a call request triggered by the client based on the client is received and the client information is entered;
  • a sending module of a WebRTC server configured to send the call request and the customer information to the telephone management server;
  • a sending module of a telephone management server configured to send the call request to a corresponding agent end, and send the customer information to a service server;
  • a generating module of a service server configured to extract the related information of the customer information from a local database, and generate pop-up information according to the customer information and its related information;
  • the sending module of the service server is configured to send the pop-up window information to a corresponding agent terminal for display.
  • the present application further provides an agent service processing device.
  • the agent service processing device includes a processor, a memory, and computer-readable instructions stored on the memory and executable by the processor. When the computer-readable instructions are executed by the processor, the steps of the agent service processing method described above are implemented.
  • the present application also provides a computer-readable storage medium, where the computer-readable instructions are stored, and when the computer-readable instructions are executed by a processor, the implementation is as described above. Steps for your agent business process.
  • This application provides a method for agent service processing.
  • the WebRTC server can receive the call request triggered by the client through the client and the customer information filled in in the client in advance.
  • the customer information is sent to the telephone management server; the telephone management server sends the received call request to the corresponding agent, and sends the received customer information to the business server; the business server extracts the related information of the customer information from the local database , And generate pop-up information based on customer information and related information, and send the pop-up information to the corresponding agent for display.
  • the agent when the agent processes the customer's call request, not only can the customer avoid re-citing the customer information that was previously filled in,
  • the agent can also fully grasp the complete information of the customer, which is convenient for the agent to provide the customer with high-quality services in combination with the information displayed on the pop-up screen, saving the time of the customer and the agent, which not only effectively improves the work efficiency of the agent, but also facilitates the work of the agent. Customer experience.
  • FIG. 1 is a schematic diagram of a hardware structure of an agent service processing device involved in a solution according to an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of an agent service processing method of this application
  • FIG. 3 is a schematic flowchart of a second embodiment of an agent service processing method of the present application.
  • FIG. 4 is a functional module schematic diagram of a first embodiment of an agent service processing apparatus of the present application.
  • the agent service processing method according to the embodiment of the present application is mainly applied to an agent service processing device, and the agent service processing device may be a server.
  • FIG. 1 is a schematic diagram of a hardware structure of an agent service processing device involved in a solution according to an embodiment of the present application.
  • the agent service processing device may include a processor 1001 (for example, a central processor Central Processing Unit (CPU), communication bus 1002, user interface 1003, network interface 1004, and memory 1005.
  • the communication bus 1002 is used to implement connection and communication between these components.
  • the user interface 1003 may include a display and an input unit such as a keyboard.
  • the network interface 1004 may optionally include a standard wired interface and a wireless interface.
  • the memory 1005 may be a high-speed random access memory (random access memory (RAM), or non-volatile memory), such as a disk memory, the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • RAM random access memory
  • non-volatile memory such as a disk memory
  • the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • the memory 1005 as a computer-readable storage medium in FIG. 1 may include an operating system, a network communication module, and computer-readable instructions.
  • the processor 1001 can call the computer-readable instructions stored in the memory 1005, and execute the agent service processing method provided by the embodiments of the present application.
  • the embodiment of the present application provides a method for processing agent services.
  • FIG. 2 is a schematic flowchart of a first embodiment of an agent service processing method of the present application.
  • the agent service processing method is applied to a call center and a business system of an enterprise or an organization.
  • the call center and the business system belong to a side-by-side relationship and cooperatively process actual services (such as the agent's traffic processing service).
  • a WebRTC (Web Real-Time Communication) server WebRTC consists of a set of standards, protocols and JavaScript
  • the API is used to implement end-to-end audio, video, and data sharing. It is a new technology in the HTML5 standard.
  • the WebRTC standard defines in detail the format of business data transmitted after the connection is established between the two ends, and the method of processing the business data. Therefore, the architecture involved in the call center includes the WebRTC server, the telephone management server, and the agent end.
  • the business system includes a business server and a database, and the database is used to store business data.
  • companies or organizations have launched business service APPs or websites.
  • Customers can download and install them on the client (such as a mobile terminal, tablet or PC), or log in to the business service website through the client's browser.
  • Application or browser on the client side establish a communication connection with the WebRTC server.
  • the WebRTC server receives a message from the client, it immediately establishes a communication connection with the phone management server, and the phone management server docks with the agent and the business server, and the service server docks with the agent.
  • the agent service processing method includes the following steps:
  • step S10 the WebRTC server establishes a communication connection with the telephone management server when the WebRTC server receives a call request triggered by the client based on the client and the inputted client information;
  • the agent service may be an agent's traffic processing service.
  • a customer needs an agent to provide services, he can open the corresponding application installed in the client or log in to the corresponding service website through the client's browser.
  • the application or service website's page will pop up a prompt to fill in the customer information.
  • this prompt only prompts the customer to fill in simpler customer information in the application or service website in advance, taking the renewal business as an example, the customer only needs to fill in name or ID information (such as ID number) in advance.
  • ID information such as ID number
  • the customer can click the "Contact Us” button on the page of the application or service website to trigger the call request.
  • the client clicks the "Contact Us” button to trigger a call request
  • the client establishes a communication connection with the WebRTC server.
  • the client and the WebRTC server support the WebRTC protocol.
  • the client uses the WebRTC protocol to pre-fill the call request triggered by the client.
  • the client information is sent to the WebRTC server.
  • the WebRTC server receives the call request triggered by the client and the pre-filled client information.
  • a communication connection is established with the phone management server immediately.
  • the WebRTC server can send to the phone management server to establish communication.
  • the telephone management server establishes a communication connection with the WebRTC server after receiving the request.
  • Step S20 The WebRTC server sends the call request and the client information to the phone management server;
  • the phone management server supports the SIP protocol (Session Initiation Protocol (Session Initiation Protocol), the SIP protocol is implemented by IETF (Internet Engineering Task Force, the Internet Engineering Task Force).
  • SIP protocol Session Initiation Protocol
  • the WebRTC server After the WebRTC server establishes a communication connection with the telephone management server, the SIP protocol is used for communication between the WebRTC server and the telephone management server. After the WebRTC server establishes a communication connection with the telephone management server, it sends the call request triggered by the customer and the pre-filled customer information to the telephone management server in the sip protocol.
  • the above process is very fast and belongs to millisecond communication.
  • step S30 the telephone management server sends the call request to a corresponding agent terminal, and sends the customer information to a service server.
  • the phone management server receives the call request and customer information sent by the WebRTC server. Since the customer information received by the telephone management server is relatively simple basic information, the telephone management server needs to send the customer information to the business server so that the business server obtains the complete information of the corresponding customer from the local database according to the customer information. The server sends the received call request to the corresponding agent end, and sends the received customer information to the service server. Among them, the communication between the telephone management server and the business server uses the sip protocol, and the telephone management server sends the customer information to the business server through the sip protocol.
  • Step S40 The service server extracts the related information of the customer information from a local database, and generates pop-up information according to the customer information and its related information;
  • the business server After receiving the customer information, the business server extracts the related information of the customer information from the local database.
  • the service server may find and extract the related information of the customer information from the local database according to the key fields contained in the customer information. For example, if the customer information contains a name, use the name as a key field, and perform a search query in the local database to find all business data related to the name, such as customer category, last year's policy details, region, historical service information Etc., extract all business data related to the name as related information of customer information.
  • a pop-up window template is pre-configured in the service server, and the pop-up window template includes the requirement data type defined for the pop-up window information (that is, what data needs to be obtained from the customer information), and the corresponding requirements data. Requirement field name.
  • the business server first obtains the pop-up template, and then filters the customer information and its related information according to the demand fields, filters out the fields and field values of non-demand data, and then fills the filtered customer information and its related information into the preset pop-up.
  • the corresponding pop-up window information is obtained, thereby ensuring the accuracy of the pop-up window information. It should be noted that, in the process of populating the pop-up window template, there may be cases where there is no corresponding data in some requirement fields. At this time, the unfilled requirement fields are left blank.
  • Step S50 The service server sends the pop-up window information to a corresponding agent terminal for display.
  • the service server After the service server generates pop-up information according to the customer information and its related information, it sends the pop-up information to the corresponding agent end for display.
  • the agent at the agent side processes the customer call request, not only can the customer and the agent communicate with the customer information that has been filled in before, the agent can also obtain the complete information of the customer, which not only facilitates the development of agent business, but also improves the customer Experience.
  • This embodiment provides a method for agent service processing.
  • the WebRTC server can receive the call request triggered by the client through the client and the customer information pre-filled in the client, and then send the call request And client information are sent to the phone management server; the phone management server sends the received call request to the corresponding agent, and sends the received client information to the business server; the business server extracts the association of the customer information from the local database Information, and generate pop-up information based on customer information and related information, and send the pop-up information to the corresponding agent for display.
  • the method may include:
  • the telephone management server matches the corresponding agent end for the call request.
  • the call management server After the call management server receives the call request and customer information sent by the WebRTC server, it also needs to determine the agent end that provides services to the customer.
  • the agent end includes a telephone device (such as a telephone) and a dedicated PC for the agent.
  • the step of the telephone management server matching the corresponding agent end for the call request includes:
  • Step S11 The telephone management server obtains the working status information of each agent terminal, and determines whether there is an idle agent terminal currently based on the working status information of each agent terminal;
  • step S12 if an idle agent terminal currently exists, the corresponding agent terminal is matched for the call request from the idle agent terminals.
  • the call management server includes a CDR (Call Detail Records (call detailed records) information
  • CDR information can describe the entire process of call connection, that is, the CDR information of the telephone platform records the call status information of each agent
  • the call status information of the agent can indicate the working status of the agent That is, for a client terminal that has a call start time but no call end time, it indicates that its corresponding work status information is busy, and for a client terminal that has both a call start time and a call end time, and neither a call start time nor a call end time.
  • the agent end at the end of the call indicates that the corresponding working state information is idle.
  • the telephone management server can query the CDR information corresponding to each agent end, and then determine which agent end is idle and which agent end is busy based on the call status information of each agent end in the CDR information corresponding to each agent end. If the phone management server determines that there are currently free agent terminals based on the CDR information corresponding to each agent terminal, it will randomly match one agent terminal from the idle agent terminals as the corresponding agent terminal to provide services to the customer, or according to the idle agent The priority of the peer, select the idle agent with the higher priority as the matching agent. After the telephone management server matches the corresponding agent end for the received call request, it sends the received call request to the traffic device of the corresponding agent end.
  • the method further includes:
  • step S13 if there is no idle agent end currently, the telephone management server determines the number of services waiting for each agent end to be processed;
  • the telephone management server determines that the current agent end is busy based on the CDR information corresponding to each agent end, it queries the number of services waiting for each agent end to be processed.
  • Step S14 Compare the number of services waiting to be processed at each agent end with a preset threshold
  • the phone management server compares the number of services waiting to be processed by each agent end with a preset threshold, which is a saturation value for each agent end processing the service.
  • a preset threshold which is a saturation value for each agent end processing the service.
  • the user's pre-waiting time will not be affected within the saturation value.
  • the preset threshold can be flexibly set in combination with the average time for an agent to process a single business in practice, which is not limited here.
  • step S15 the agent terminal whose number of services waiting to be processed is lower than a preset threshold is determined as a candidate agent terminal set;
  • Step S16 Match the corresponding agent end for the call request from the candidate agent end set.
  • the phone management server After the phone management server compares the number of services waiting to be processed by each agent with a preset threshold, it determines each agent that is waiting to be processed below the preset threshold as a set of candidates, and then selects Any one of the agents in the agent set is matched to serve the client as the corresponding agent.
  • the phone management server After the phone management server matches the corresponding agent end for the call request, it sends the identity of the agent end (such as the agent end number) matched to the call request to the service server through the sip protocol.
  • the service server receives all After the identification of the agent terminal is described, according to the identification of the agent terminal, the pop-up window information is displayed on the PC of the corresponding agent terminal, and the agent of the agent terminal can fully grasp the information of the customer.
  • This embodiment provides an agent-end matching mechanism, which can enable a customer's call request to be quickly delivered to a matching agent end, thereby improving customer satisfaction.
  • an embodiment of the present application further provides an agent service processing device.
  • FIG. 5 is a schematic diagram of functional modules of a first embodiment of an agent service processing apparatus of the present application.
  • the agent service processing device includes:
  • a WebRTC server establishing module 10 is configured to establish a communication connection with the telephone management server when a call request triggered by the client based on the client and inputted client information is received;
  • a sending module 20 of a WebRTC server configured to send the call request and the customer information to the telephone management server;
  • a sending module 30 of the telephone management server configured to send the call request to a corresponding agent end, and send the customer information to a service server;
  • the generating module 40 of the service server is configured to extract related information of the customer information from a local database, and generate pop-up information according to the customer information and its related information;
  • the sending module 50 of the service server is configured to send the pop-up window information to a corresponding agent terminal for display.
  • Each of the virtual function modules of the above-mentioned agent business processing device is stored in the memory 1005 of the agent business processing device shown in FIG. 1 to implement all functions of the computer-readable instructions; when each module is executed by the processor 1001, the client can be avoided.
  • the agent When communicating with the agent, it is necessary to repeat the customer information that has been filled in before.
  • the agent can also fully grasp the complete information of the customer. It is convenient for the agent to provide the customer with high-quality services in combination with the information displayed on the pop-up screen, which saves the time of the customer and the agent. Effectively improve the work efficiency of agents, facilitate the work of agents, and improve the customer experience.
  • the generating module 40 of the service server includes:
  • An extracting unit configured to find and extract related information of the customer information from a local database according to a key field included in the customer information
  • a filling unit is configured to fill the preset popup window template according to the customer information and related information to obtain popup window information.
  • agent service processing device further includes:
  • the matching module of the telephone management server is configured to match the corresponding agent end for the call request.
  • the matching module of the telephone management server includes:
  • a judging unit configured to obtain the working status information of each agent end, and determine whether there are currently idle agent ends according to the working status information of each agent end;
  • the first matching unit is configured to, if an idle agent end currently exists, match the corresponding agent end for the call request from the idle agent end.
  • the matching module of the telephone management server further includes:
  • a first determining unit configured to determine the number of services waiting to be processed at each agent end if there is no idle agent end currently
  • a comparison unit configured to compare the number of services waiting to be processed at each agent end with a preset threshold
  • a second determining unit configured to determine an agent end whose number of services waiting to be processed is lower than a preset threshold as a set of candidate agents
  • a second matching unit is configured to match a corresponding agent end for the call request from the set of candidate end agents.
  • the matching module of the telephone management server further includes:
  • a sending unit of the telephone management server configured to send the corresponding agent terminal identifier to a service server
  • the sending module 50 of the service server includes:
  • the sending unit of the service server is configured to display the pop-up window information on the corresponding agent end according to the corresponding agent end identifier.
  • each module in the agent service processing device corresponds to the steps in the embodiment of the agent service processing method described above, and the functions and implementation processes thereof will not be described one by one here.
  • an embodiment of the present application further provides a computer-readable storage medium, and the computer-readable storage medium may be a non-volatile readable storage medium.
  • Computer-readable instructions are stored on the computer-readable storage medium of the present application, and when the computer-readable instructions are executed by a processor, the steps of the agent service processing method described above are implemented.
  • the methods in the above embodiments can be implemented by means of software plus a necessary universal hardware platform, and of course, also by hardware, but in many cases the former is better.
  • Implementation Based on such an understanding, the technical solution of this application that is essentially or contributes to the existing technology can be embodied in the form of a software product.
  • the computer software product is stored in a storage medium (such as ROM / RAM) as described above. , Magnetic disk, optical disc), including 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 execute the methods described in the embodiments of the present application.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

La présente invention se rapporte au domaine technique de l'affichage des données, et concerne un procédé, un appareil et un dispositif de traitement de service d'agent, ainsi qu'un support de stockage lisible par ordinateur. Le procédé comprend les étapes suivantes : lors de la réception d'une demande d'appel déclenchée par un client et d'informations client entrées par un client sur la base d'une extrémité de client, un serveur WebRTC établit une connexion de communication entre celui-ci et un serveur de gestion de téléphone; le serveur WebRTC envoie la demande d'appel et les informations client au serveur de gestion de téléphone; le serveur de gestion de téléphone envoie la demande d'appel à une extrémité d'agent correspondante, et envoie les informations client à un serveur de service; le serveur de service extrait des informations associées des informations client à partir d'une base de données locale, et génère des informations de fenêtre contextuelle en fonction des informations client et des informations associées de celles-ci; et le serveur de service envoie les informations de fenêtre contextuelle à l'extrémité d'agent correspondante pour affichage. Selon la présente invention, lors de la communication avec un agent, la répétition par un client des informations client écrites peut être évitée, ce qui permet non seulement de faciliter la réalisation d'un travail d'agent, mais également d'améliorer l'expérience du client.
PCT/CN2018/123187 2018-08-27 2018-12-24 Procédé, appareil et dispositif de traitement de service d'agent, et support de stockage lisible par ordinateur WO2020042482A1 (fr)

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CN201810985497.5A CN109688185A (zh) 2018-08-27 2018-08-27 坐席业务处理方法、装置、设备及计算机可读存储介质

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