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Browser/server mode-based online real-time customer service method and system

A server mode and customer service system technology, applied in the field of online real-time customer service, can solve problems such as unbalanced workload of customer service personnel, achieve the effect of reducing customer waiting time and realizing automatic statistics

Inactive Publication Date: 2011-01-19
深圳市天威信息技术有限公司
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  • Abstract
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  • Claims
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AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to provide a method for automatically assigning customer service personnel according to the workload of the customer service personnel, aiming at the defect that the online business hall of the next generation of radio and television comprehensive services in the prior art cannot automatically allocate customer service personnel, resulting in unbalanced workload of customer service personnel. Working online real-time customer service method and system based on browser / server mode

Method used

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  • Browser/server mode-based online real-time customer service method and system
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  • Browser/server mode-based online real-time customer service method and system

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Embodiment Construction

[0033] 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 in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0034] The current online real-time customer service is divided into client / server mode (C / S mode), browser / server mode (B / S mode), B / S, C / S mode mixed mode, C / S mode is usually also called fat The client, that is, most of the functions of a program, are implemented on the client, while the server only implements a small part of the functions. One of the disadvantages of the C / S program is that the program must be installed and deployed on the client to run, that is, the user must obtain the client program to run, so the installation and configuration between different systems must be considered. ...

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Abstract

The invention relates to a browser / server mode-based online real-time customer service method. The method comprises the following steps of: 1, receiving customer service requests of customers; 2, counting work busyness of customer service personnel to obtain a statistical result; and 3, disconnecting conversation lines with the customers if the work busyness of the customer service personnel reaches a saturation value, connecting the conversation lines with the customers from low to high according to the work busyness of the customer service personnel if the work busyness of the customer service personnel does not reach the saturation value, and randomly allocating the customer service personnel with the same work busyness to connect the conversation lines with the customers. The invention also relates to a browser / server mode-based online real-time customer service system. Through the browser / server mode-based online real-time customer service method and the browser / server mode-based online real-time customer service system, the customer service personnel are automatically allocated for work according to the work load of the customer service personnel, so that a series of problems such as the imbalance of the work load of the customer service personnel caused by non-uniform customer selection, long waiting time of the customers are avoided.

Description

technical field [0001] The invention relates to the field of network customer service management, more specifically, to an online real-time customer service method and system based on a browser / server mode. Background technique [0002] The next-generation radio and television comprehensive business online business hall is an online business service platform for the comprehensive business of radio and television operators. It is a service platform based on the integration of digital TV and cable broadband services of radio and television operators. Its customer service is an expansion and extension of the next-generation business operation support system oriented to the integration of triple networks. It has rigorous management functions, comprehensively guides and supports online business processing and customer relationship management. [0003] The online real-time customer service function of the next-generation radio and television integrated business online business hal...

Claims

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Application Information

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IPC IPC(8): H04L29/08H04L29/06G06Q10/00G06Q10/06
Inventor 王书庆沙威
Owner 深圳市天威信息技术有限公司
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