Customer service call forwarding method and device

A technology of call forwarding and customer service, applied in the communication field, can solve problems such as the decline of customer service quality, achieve good customer service, improve customer satisfaction, and improve service quality

Inactive Publication Date: 2015-04-22
XIAOMI INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In view of this, in order to solve the technical problem of the decline in customer service quality in the above technologies, the present disclosure provides a method and device for customer service call transfer to improve customer service quality

Method used

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  • Customer service call forwarding method and device
  • Customer service call forwarding method and device
  • Customer service call forwarding method and device

Examples

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Embodiment Construction

[0070] Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numerals in different drawings refer to the same or similar elements unless otherwise indicated. The implementations described in the following exemplary examples do not represent all implementations consistent with the present invention. Rather, they are merely examples of apparatuses and methods consistent with aspects of the invention as recited in the appended claims.

[0071] figure 1 is a flowchart of a method for transferring a customer service call according to an exemplary embodiment, as shown in figure 1 As shown, the method is used in a terminal and includes the following steps.

[0072] In step S11, a call request initiated by a terminal is received.

[0073] The call request refers to a call initiated by a user to a customer service using a terminal...

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PUM

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Abstract

The disclosure relates to a customer service call forwarding method and device, and belongs to the field of communication. The method comprises the following steps: receiving a call request initiated by a terminal; acquiring the feature vector of a user of the terminal; comparing the feature vector of the user with the feature vectors of a plurality of customer service persons according to a preset rule, and determining a customer service person matched with the user; and forwarding the call request to the customer service person. The device comprises a receiving module, an acquisition module, a matching module and a forwarding module. Through adoption of the method and the device, a more suitable customer service person can be provided for the user; the gap between the customer service person and the user is narrowed; and the communication efficiency is increased. Moreover, the matched customer service person can know the demands of the user more deeply; a better customer service is provided for the user; the customer service quality is enhanced; and the satisfaction of the user with the customer service is improved.

Description

technical field [0001] The present disclosure relates to the communication field, and in particular to a method and device for customer service call transfer. Background technique [0002] In order to provide users with better services and facilitate users to fully understand the company's products and services, many companies have provided customer service hotlines; users can call the customer service hotlines to talk with customer service personnel to answer their doubts. [0003] At present, the traditional customer service system simply randomly distributes and forwards the calls of users. When the customer service personnel communicate with users, there may be a gap. The customer service personnel cannot truly understand the user's demands, resulting in a decline in service quality. Contents of the invention [0004] In view of this, in order to solve the technical problem of the decline in customer service quality in the above technologies, the present disclosure pro...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
Inventor 方圆朱佩宏赵冬
Owner XIAOMI INC
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