The invention discloses an intelligent scheduling method of an online customer
service system, which comprises the steps of constructing a multi-priority customer
queue according to customer characteristics, and establishing a corresponding relationship between a scheduling strategy and a
system state. The scheduling process comprises the steps of firstly, assigning customers in a
time sequence queue of the customer
service system to corresponding characteristic sub-queues in multiple queues according to the customer characteristics; extracting the head customer of each sub-
queue, and selecting the scheduled customer according to the priority of the sub-queues and the
waiting time of the customers; judging the state of the online customer
service system, and selecting a proper scheduling strategy according to the
system state; and finally, selecting a customer service agent to be allocated to the customer according to the selected scheduling strategy. According to the invention, the average
waiting time of customers can be reduced, the reasonable distribution of customer service agents is realized, and the load balance among the customer service agents is realized, so that the
service quality and the working efficiency of the online customer service
system are improved, and the customer satisfaction is improved.