Ticket processing method, ticket creation system, and ticket processing system

A processing method and technology of a processing system, applied in the fields of work order processing method, work order processing system, and work order creation system in call centers, can solve problems such as complicated processing procedures and long processing cycles, and save process links and manpower resources and the effect of shortening the processing cycle
CN102572134BActive Publication Date: 2015-10-07SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING CO LTD
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Patent Information

Authority / Receiving Office
CN Β· China
Patent Type
Patents(China)
Current Assignee / Owner
SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING CO LTD
Publication Date
2015-10-07

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Abstract

The invention provides a work order processing method, a work order building system and a work order processing system. The work order processing method comprises the following steps of: responding a user calling service request to generate an initial work order; invoking user data from a user database to complement user information in the initial work order; according to a calling service type corresponding to the work order, invoking a corresponding solution plan from a plan library for pre-processing; feeding a pre-processing result to a user; and recording and storing a processing result and a processing flow in the work order. The work order processing method has the following advantages that the work order user information is automatically matched and complemented by building the user database, the solution plan is invoked to directly solve user requirements as much as possible, the processing period of the work order is shortened, and the work order processing method has the characteristics that the flow link and the manual resource are saved.
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Description

technical field

[0001] The invention relates to the field of communication services, in particular to a work order processing method of a call center, a work order creation system and a work order processing system. Background technique

[0002] As a service method using modern communication means and computer technology, call center has become an important part of people's life to obtain information, services and feedback anytime and anywhere through data streams such as voice and SMS.

[0003] In the current work order flow of the call center, the operator accesses various calls such as customer complaints, fault reports, suggestions, and consultations, and then the operator manually transfers to the order processing interface of the workflow system or according to the customer's fault report The types, suggestions, and consultation types are transferred to the input interface of the corresponding fault report information, suggestion information, and consultation informati...

Claims

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