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A method and system for processing the client request

A customer request and customer technology, applied in the field of information processing, can solve problems such as reducing business processing efficiency, increasing acceptance time, and reducing customer trust, so as to avoid service quality degradation, increase customer satisfaction, and reduce acceptance time.

Inactive Publication Date: 2009-07-22
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Since the ability of a business representative to handle customer service requests has a lot to do with the familiarity and ability of the business representative to the business, for a business representative with a low proficiency level, the service request cannot be quickly resolved, thereby reducing the efficiency of business processing, resulting in In addition, the service representative needs to manually open the processing page of the corresponding business according to the service request, which increases the processing time and reduces the service quality
In this way, the trust of customers will be reduced, which will affect the smooth development of business

Method used

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  • A method and system for processing the client request
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  • A method and system for processing the client request

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Embodiment Construction

[0048] The core idea of ​​the present invention is: according to the service applied by the customer, establish a service request, obtain the service attribute information required for the service processing corresponding to the service request according to the service request information carried in the establishment service request, and according to the obtained service attribute information , to determine the corresponding business processing system.

[0049] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below with reference to the accompanying drawings and embodiments.

[0050] figure 1 is a schematic diagram of the composition of the system of the embodiment of the present invention, such as figure 1 As shown, the system includes: a service request processing unit, a service request task processing unit and a business processing unit. in,

[0051]The service requ...

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PUM

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Abstract

A method for processing customer requests includes: generating a service request according to a business subscribed by a customer, wherein the service request carries service request information; acquiring business attribute information required in business processing corresponding to the service request, according to the service request information; and determining a corresponding business processing unit according to the acquired business attribute information, so as to process the subscribed business. A system for processing customer requests is also disclosed. With the present invention, the quality of service may be guaranteed and the satisfaction degree of the customer may be improved.

Description

technical field [0001] The invention relates to information processing technology, especially a method and system for processing customer service requests. Background technique [0002] As a window for customer service, the customer service center accepts service requests sent by customers through different channels, such as telephone, WEB, EMAIL, and SMS. The types of service requests can be: information inquiry, business consultation, business acceptance, complaints, fault reporting, active service, etc. For different types of service requests, business representatives need to call different business expert systems for business processing. [0003] In a sense, the business representative is the production staff of the customer service center, and the business representative builds a communication bridge between the enterprise and the customer. At present, when a business representative processes a service request, it is necessary to manually find a business expert system...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/16H04L29/06G06Q10/00
CPCH04L12/66G06Q10/06311H04L67/322H04L67/327G06Q10/06H04L67/2838H04L67/16H04L67/306H04L67/51H04L67/567H04L67/61H04L67/63
Inventor 周兆其
Owner HUAWEI TECH CO LTD