Method for determining call incoming reason and device thereof

A technology for the cause of incoming calls and the method of determination. Applied in the field of communications, it can solve problems such as being prone to errors, increasing operating costs for operators, and duplicating labor on behalf of agents, thereby avoiding subjectivity, shortening processing time, and reducing operating costs.

Active Publication Date: 2012-09-26
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] First, it is subjective and one-sided to achieve through the personal judgment of the agent representative; second, it is repetitive work for the agent representative, which is prone to errors, and requires very familiarity with the classification of the reasons for calls, which requires high skills for the agent representative; Yes, if the agent has no time to collect the reason for the call after the call is over, it is very troublesome to record the reason for the call afterwards. Generally, only by relying on memory and listening to the recording can the collection of the reason for the call be done more accurately; and each call must be done manually The collection of the reason for the call will prolong the processing time of each call, reduce the connection rate of customer calls, and increase the operating cost of the operator

Method used

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  • Method for determining call incoming reason and device thereof
  • Method for determining call incoming reason and device thereof
  • Method for determining call incoming reason and device thereof

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0027] figure 1 It is a flowchart of a method for determining the cause of an incoming call according to Embodiment 1 of the present invention. Such as figure 1 As shown, the determination method includes the following steps:

[0028] Step S102, searching for the business content attribute of the call for which the cause of the call needs to be determined.

[0029] Step S104, sort out keywords from business content attributes.

[0030] Step S106, matching the sorted keywords with the pre-stored keywords representing the type of the reason for the call.

[0031] Step S108, determining the reason for the incoming call according to the matching result.

[0032] In the above method, the collection of the reason for the call is completed by automatically matching the keywords in the business content attributes with the keywords of the call reason type, thereby avoiding the subjective one-sidedness of human judgment, shortening the processing time of the agent for the call, and ...

Embodiment 2

[0037] figure 2 It is a structural block diagram of an apparatus for determining the cause of an incoming call according to Embodiment 2 of the present invention. Such as figure 2 As shown, the device includes: a searching module 10 , a sorting module 20 , a matching module 30 and a judging module 40 .

[0038] Wherein, the search module 10 is used to search for the business content attribute of the conversation that needs to determine the cause of the call; the sorting module 20 is used to sort out keywords from the business content attributes found by the search module 10; The keywords sorted out by the sorting module 20 are matched with the keywords representing the type of the reason for the call; the determination module 40 is used to determine the cause of the call according to the matching result of the matching module 30 .

[0039] In the above-mentioned device, the collection of the reason for the call is completed by automatically matching the keywords in the bus...

Embodiment 3

[0041] Such as image 3 As shown, in addition to the functional modules in the second embodiment, the third embodiment also includes: a data source acquisition module 50 , a keyword library 60 , a keyword library management module 70 , and an incoming call reason type management module 100 .

[0042] Wherein, the data source acquisition module 50 is used to receive the business data source of the conversation pushed by other business modules or actively grabs the business data source of the conversation from other business modules; the keyword library 60 is used to store keywords representing the type of reason for the call; The keyword library management module 70 is used to maintain and manage the keywords in the keyword library; the call reason type management 100 is used to maintain and manage the attribute information of the call reason type, and provide the attribute extension interface of the call reason type.

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PUM

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Abstract

The invention provides a method for determining a call incoming reason and a device thereof. The method includes the following steps of: finding out a service content attribute of a conversation whose call incoming reason needs to be determined; extracting keywords from the service content attribute; matching the extracted keywords with reserved keywords representing types of call incoming reasons, and calculating a corresponding matching degree; and according to the matched type of the call incoming reason and the matching degree, determining the call incoming reason of the conversation. According to the invention, the keywords of the service content attribute of an incoming call are automatically matched with keywords in call incoming reason type attributes so as to complete the collection of the call incoming reasons, thus subjective one-sidedness of human judgment is avoided, the time for operators to process the conversation is shortened, the call completion rate of users is raised, and an effect of reducing the operation cost of an operating agency is achieved.

Description

technical field [0001] The present invention relates to the field of communications, in particular to a method and device for determining the cause of an incoming call. Background technique [0002] The call centers of telecom operators generally have the following requirements. After the call between the user and the agent representative is over, the agent representative is required to manually collect the reason for the customer's call, which is convenient for the operator's subsequent business analysis, optimizes the internal process and organizational structure, and further improves and improve the quality of telecommunications services. Therefore, summarizing the reason for the incoming call after the conversation is an indispensable business link in the telecommunications business. [0003] With the increasingly fierce market competition, telecom operators need to carefully analyze and summarize each call, and at the same time need to reduce operating costs. Therefore...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M1/2745H04M1/725
CPCH04M3/02H04M2201/18H04M2203/2038H04M2201/40
Inventor 杜学明
Owner ZTE CORP
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