Call reason recording method and call center agent system

Abstract

The invention relates to a method for recording reasons for incoming calls and a call center agent system. The method includes: when a user calls a service hotline of a telecommunication operator, the call center agent system records the user's IVR selection track; The agent system records the business operation sequence according to the interaction process between the operator and the user; the call center agent system queries the call reason relationship comparison table according to the IVR selection track and the business operation sequence, and obtains the corresponding call reason information; the call center agent system forms a report based on the call reason information List of call reasons for this call. The call center agent system of the present invention can avoid wrong selection or missing selection caused by the operator's memory, and reduce the search burden and memory burden of the operator; the call center agent system can provide the display of the list of reasons for incoming calls, so that the operator can modify the list of reasons for incoming calls and Confirm, so as to accurately save the call reason involved in this call.

Description

technical field [0001] The invention relates to the communication field, in particular to a method for recording reasons for incoming calls and a call center agent system. Background technique [0002] With the full deployment of telecom operators' full-service operations, there are more and more products of telecom operators, and the quality of service required by users is also getting higher and higher. Taking the customer service hotline of a telecom operator as an example, the user will dial the customer service hotline to have business consultation or business complaint with the operator. If the precise location of the reason for the user's call can be realized, the telecom operator can realize the analysis of user behavior , and improve their service quality accordingly. [0003] When the current operator ends the call, the agent system will pop up a call reason tree. According to the content of the previous interaction with the user, the operator needs to rely on bra...

AI Technical Summary

Problems solved by technology

Generally speaking, this kind of call reason tree is very large, the number of first-level nodes may reach more than 400, and the number of second-level nodes may reach 600 or 700. Even if some advanced search techniques are used, it will bring serious search problems to the operator. burden

In addition, if a customer declares several different business problems in a call, the operator needs to select multiple reasons for the call in the huge call reason tree, which will obviously bring a serious memory burden to the operator, which may lead to the cause of the call. The error and omission of records makes it difficult to accurately locate the cause of the user's call

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