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Affinity routing method and device

A routing and affinity technology, applied in the field of affinity routing, can solve the problems of time waste, reduced efficiency, and reduced user experience, and achieve the effect of improving service quality and improving familiarity

Inactive Publication Date: 2012-07-04
SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING CO LTD
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  • Summary
  • Abstract
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Therefore, the user needs to repeatedly tell the new agent about the matters that have been told once before, resulting in waste of time, reduction of efficiency and decline of user experience.

Method used

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  • Affinity routing method and device

Examples

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no. 1 example

[0037] figure 1 The flowchart of the first embodiment of the affinity routing method of the present invention is shown. See figure 1 , each step of the affinity routing method in this embodiment is described in detail as follows.

[0038] Step S100: Identify the number of the user's incoming call.

[0039] Step S101: Determine the identity of the user according to the number the user calls in.

[0040] Use the user data center in the system to query the corresponding user identity, and the corresponding relationship between the telephone number and the user identity is stored in the user data center.

[0041] Step S102: Execute different steps according to whether the extraction of user information is successful, if the extraction of user information is successful, execute step S104, and if the execution of the step fails, execute step S103.

[0042] Step S103: Transfer the user's incoming call to the reception agent of an undefined user.

[0043] Step S104: extract the h...

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Abstract

The invention discloses an affinity routing method and device by which a user which dials the number of a call center many times can have a high possibility to speak with a same service person and the familiarity of the service person and the user is improved, thereby improving service quality. According to the technical scheme, the method comprises the following steps of: identifying a number of an incoming call of the user, and determining the status of the user according to the number of the incoming call; extracting the historic records of incoming calls of the user according to the user status, and selecting corresponding service line based on the historic records of the incoming calls of the user; and diverting the incoming call of the user to the selected service line.

Description

technical field [0001] The present invention relates to telephone routing technology, in particular to an affinity routing method and device. Background technique [0002] The user dials the call center to ask the agent about each item. If the user calls the call center again to inquire about the follow-up progress of the same item, the person responsible for answering and answering the user's inquiry is often not the same person as the previous agent. Therefore, the user needs to repeatedly tell the new agent about the matters that have been told once before, resulting in a waste of time, a decrease in efficiency, and a decrease in user experience. Contents of the invention [0003] The purpose of the present invention is to solve the above problems and provide an affinity routing method, so that users who call the call center many times can have a conversation with the same agent as much as possible, improve the familiarity between the agent and the user, thereby improvi...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/58H04M3/53
Inventor 姜宇郑立峰
Owner SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING CO LTD
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