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Method and device for automatically distributing online customer service executives to conduct customer service

A technology of automatic allocation and customer service, applied in the network field, can solve problems such as differences in automatic allocation strategies

Active Publication Date: 2014-03-26
成都天润金铠甲科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Precisely because there is a big difference between online customer service and telephone customer service, there are also huge differences in their automatic allocation strategies

Method used

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  • Method and device for automatically distributing online customer service executives to conduct customer service
  • Method and device for automatically distributing online customer service executives to conduct customer service
  • Method and device for automatically distributing online customer service executives to conduct customer service

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0101] The overall flow chart of the embodiment of the present invention is as Figure 5 As shown, the block diagram of the module is shown in Figure 6 As shown, it is a network customer service automatic distribution device, which includes the following modules:

[0102] Customer service queue generation module M1: the server calculates the service weight of the customer service according to the attributes of the customer service, and sorts the service queue according to the weight of the customer service, so as to establish the service queue composed of the customer service.

[0103] Specifically, in the customer service grouping module M1.1, the server calculates the service weight of the customer service according to the customer service attitude rating, language ability, reception upper limit, login time, idle time and / or business level rating, and arranges the services according to the weight Queue; in the new customer service sorting module M1.2, when a new customer s...

Embodiment 2

[0126] The overall flow chart of the embodiment of the present invention is as figure 1 As shown, it is a method for automatically assigning online customer service for customer service, including the following steps:

[0127] S101: The server calculates the service weight of the customer service according to the attributes of the customer service, and sorts the service queue according to the weight of the customer service, so as to establish a service queue composed of the customer service;

[0128] Specifically, the server calculates the service weight of the customer service according to the customer service attitude rating, language ability, reception limit, login time, idle time and / or business level rating, and arranges the service queue according to the weight; when there is a new customer login, The server calculates its service weight and inserts it into the appropriate position of the service queue; when the customer service attitude rating, language ability, recepti...

Embodiment 3

[0145] In order to improve the pertinence and efficiency of customer service, to provide better customer service, to make full use of customer service resources and to face more complex business needs, the embodiment of the present invention is expanded on the basis of embodiment 1, and provides a A method for automatically assigning online customer service for customer service, the method adopts a compound assignment strategy, such as figure 2 , the method parameters include:

[0146] S201: The server calculates the service weight of the customer service according to the attributes of the customer service, and sorts the service queue according to the weight of the customer service, so as to establish a service queue composed of the customer service;

[0147] S202: The client sends a client consultation request to the server through the instant messaging terminal on the client side, and the server extracts the characteristics of the client who sent the client consultation req...

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Abstract

The invention relates to a method and a device for automatically distributing online customer service executives to conduct customer service. The method includes that a service queue formed by the customer service executives is built; a client consultation request is sent to a server; the server transmits characteristic information of clients, the consultation request and characteristic information of the consultation request to a routing selection unit of the server; the server builds at least one consultation queue formed by the clients; the server distributes the consultation to the corresponding service queue according to a preset distribution strategy and then sequentially and automatically distributes the clients of the consultation queue to specific customer service executives of the service queue, and a conversation connection request is sent to a client side instant communication terminal through the server; the client side instant communication terminal receives and responds to the conservation connection request, and builds direct conversation connection with the customer service executives to enable the customer service executives to conduct client consultation service; after the consultation service is finished, conservation connection between the clients and the customer executives is broken, then the server recalculates customer service executive weights and rearranges the service queue.

Description

technical field [0001] The invention relates to the field of network technology, in particular to a method and device for automatically allocating online customer service for customer service. Background technique [0002] Today's telephone customer service technology is becoming more and more mature. For large-scale hotline consultation, its automatic allocation module can well balance the work of the customer service end, and reasonably allocate customer service according to the characteristics of users. [0003] With the rapid development and popularization of the Internet, most enterprises have their own websites, and online customer service has become an important part of customer service. Based on the characteristics of the Internet and online customer service, it is very different from telephone customer service. For example, telephone customer service is one-to-one, while online customer service is mostly text communication, which can be one-to-many, that is, one cus...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/24H04L29/06
Inventor 李一宁陈为华
Owner 成都天润金铠甲科技有限公司
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