Voice interaction management method and system based on telephone traffic forecasting

Abstract

The invention discloses a voice interaction management method and a voice interaction management system based on telephone traffic forecasting. The voice interaction management system comprises a telephone traffic forecasting module, an ACD automatic telephone traffic distribution module, an IVR automatic voice answering module, a CTI regulation and control integrated module, a PBX queuing module and a terminal monitoring module; the voice service method can select priority, and timely and effectively answer calls from users according to call requirements of users, thus improving service quality; according to the voice interaction management method, under the premise of reducing operational cost, achieving centralized seat management in the whole province or large areas, and performing centralized operation on calling systems, calls are answered according to belonging areas, and customer service staffs are convenient to communicate; skill groups in cities and counties only need to distribute computers and IP power grids, no gateway and IVR voice answering system are needed, no device redundancy exists, the priority groups are automatically selected according to customer requirements, different priority groups are different in distribution sequences and distribution processes, calls can be effectively and selectively answered, and improvement on answering quality is facilitated.

Description

technical field [0001] The invention relates to a voice interaction management method and system based on traffic prediction. Background technique [0002] The power supply service center of State Grid Shandong Electric Power Research Institute serves 35.7 million power customers in Shandong Province, and is currently the power supply service center serving the most customers in the country. Calculated from January to June 2013, the average monthly call volume of the center's manual requests was 268,770, an increase of 14.02% from 235,723 in the same period of 2012, showing an overall upward trend. [0003] During special periods such as New Year’s Eve, high temperature in summer, and cold winter, there will be a sudden increase in call traffic and surges. It is difficult for the agents to accept all customer service requests, resulting in a sharp drop in the manual call connection rate, and customer service calls may not be delivered to the place of origin. The customer se...

AI Technical Summary

Problems solved by technology

[0003] During special periods such as New Year’s Eve, high temperature in summer, and cold winter, there will be a sudden increase in call traffic and surges. It is difficult for the agents to accept all customer service requests, resulting in a sharp drop in the manual call connection rate, and customer service calls may not be delivered to the place of origin. The customer service personnel answer the call, resulting in poor communication between the customer service personnel and the customer, affecting the quality of customer service

[0004] The existing customer service system is deployed independently, and incoming calls can only be allocated within the prefecture-level customer service system. The customer service systems of cities and counties cannot be shared, and the balanced distribution of customer service systems and the sharing of resources across the network cannot be realized. As a result, the quality of customer service is poor, and user evaluation Not high, and it is impossible to predict whether the dialogue traffic needs to be diverted based on historical data

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