Method for handling customer service telephone call and device thereof

A technology for customer service calls and processing methods, applied in the field of Internet applications, can solve the problem of low service efficiency, and achieve the effect of solving low service efficiency and improving efficiency

Inactive Publication Date: 2014-12-10
ORA
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The present invention provides a customer service telephone processing method a

Method used

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  • Method for handling customer service telephone call and device thereof
  • Method for handling customer service telephone call and device thereof
  • Method for handling customer service telephone call and device thereof

Examples

Experimental program
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Embodiment Construction

[0050] figure 1 It is a flow chart of an embodiment of the customer service call processing method of the present invention. Such as figure 1 As shown, the method of this embodiment may include:

[0051] Step 101. Answer the call initiated by the first client.

[0052] Specifically, the execution subject of this embodiment is the customer service system. The first customer dials a customer service number through the customer terminal to initiate a call, and the customer service system answers the call initiated by the first customer. Preferably, the customer service system can play a prompt tone to the first customer after picking up the call from the first customer, asking the first customer what kind of service they need to be provided.

[0053] Step 102: Receive voice information of the first customer, where the voice information includes a question raised by the first customer.

[0054] Specifically, after the call is connected, the first customer can actively speak o...

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Abstract

The invention discloses a method for handling customer service telephone call and a device thereof. The method for handling the customer service telephone call provided by the invention comprises the following steps: responding the call initiated by the first customer; receiving the voice information of the first customer, wherein the voice information comprises the problems proposed by the first customer; conducting semantic analysis on the voice; selecting and taking the solutions of the problems according to the semantic; converting the solutions into the voice; broadcasting the voice to the first customer. According to the method, through conducting the semantic analysis on the voice information of the first customer, and selecting and taking the solutions of the problems by checking the semantic, the automatic service for customers can be realized, and the service efficiency is improved; meanwhile, the technical problem of low service efficiency in the prior art is solved.

Description

technical field [0001] The invention relates to the field of Internet applications, in particular to a method and device for processing customer service calls. Background technique [0002] The customer service system is a coordinated system of personnel, business process, technology and strategy, which provides an appropriate channel to obtain organizational resources, and creates customer value and enterprise value through an interactive communication method. [0003] Customer service systems are implemented based on telephones or call centers. The customer accesses the customer service system of the enterprise by making a call, and then the customer service system transfers the call to the artificial seat, and the idle customer service personnel in the artificial seat communicate with the user by phone to answer various questions raised by the customer. [0004] However, in this traditional customer service call processing method, one customer service personnel can only ...

Claims

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Application Information

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IPC IPC(8): H04M3/50H04M3/527G10L15/00G10L17/00
CPCH04M3/51
Inventor 杜超赵晔吴建国
Owner ORA
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