Customer service system and customer service method thereof

A customer service system and customer service technology, applied in the direction of subscriber special service, automatic switching office, telephone communication, etc., can solve problems such as unsatisfactory, improve user experience, save time for handling or consulting business, and reduce downtime risk effect

Active Publication Date: 2015-07-01
CHINA MOBILE GROUP SICHUAN
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The embodiment of the present invention provides a customer service system and its customer service method, to at least solve the problem th

Method used

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  • Customer service system and customer service method thereof
  • Customer service system and customer service method thereof
  • Customer service system and customer service method thereof

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0024] In this embodiment, when the customer service system receives the customer service hotline dialed by the user, the processing flow is as follows: figure 1 shown, including the following steps:

[0025] Step 101 , when a call request from a user terminal is received and no idle agent is detected, prompt information is sent to the user terminal to prompt the user terminal user to place a service request.

[0026] Step 102, receiving and storing the service request information from the user terminal.

[0027] Step 103, when an idle agent is detected, distribute the stored service request information to the idle agent, so that the idle agent responds to the service request, and responds to the service request received by the idle agent The service response information is sent to the user terminal.

[0028] In one embodiment, when the service request issued by the user terminal user is a voice service request, after receiving and storing the service request information fro...

Embodiment 2

[0042] The following describes the networking structure of the above customer service system. figure 2 It is a schematic diagram of the network structure of the customer service system in this embodiment, such as figure 2 As shown, the customer service system includes:

[0043] Agent verification server 10, storage server 20, work order server 30 and response server 40; Wherein,

[0044] The agent verification server 10 is configured to detect whether there is an idle agent when receiving a call request from a user terminal; when an idle agent is not detected, trigger the storage server 20;

[0045] The storage server 20 is configured to store the information of the service request from the user terminal;

[0046] The work order server 30 is configured to distribute the service request information stored in the storage server 20 to the idle agent when the agent verification server 10 detects an idle agent, so that the idle agent can respond to the idle agent. service requ...

Embodiment 3

[0049] Based on the second embodiment, image 3 It is a schematic diagram of the network structure of the customer service system in this embodiment, such as image 3 As shown, the customer service system also includes:

[0050] The recognition server 50 is configured to perform speech recognition on the speech service request from the user terminal stored in the storage server 50, and obtain a text service request;

[0051] The work order server 30 is further configured to distribute the text service request to the idle seat, so that the idle seat responds to the text service request; the voice service response information received for the service request or The text service response information is stored in the storage server 20;

[0052] The answering server 40 is further configured to send the voice service response information or the text service response information stored in the storage server 20 to the user terminal.

[0053] Wherein, the work order server 30 is fur...

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PUM

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Abstract

The present invention discloses a customer service system and a customer service method thereof. The method comprises: when a call request from a user terminal is received and an idle seat is not detected, sending prompt information to the user terminal so as to prompt a user of the user terminal to send down a service request; receiving and storing the information of the service request from the user terminal; when the idle seat is detected, distributing the stored information of the service request to the idle seat so that the idle seat responds to the service request; and sending the received idle seat to the user terminal in accordance with the service response information of the service request.

Description

technical field [0001] The present invention relates to speech recognition, text recognition, Interactive Voice Response (IVR, Interactive Voice Response) technology, in particular to a customer service system and a customer service method thereof. Background technique [0002] The customer service hotline provides professional services such as business consultation, business acceptance, complaints and suggestions related to mobile communications 24 hours a day. Compared with the current massive customer demand, the real-time manual customer service load is heavy. From the perspective of customer perception, real-time voice consultation and business processing often have phenomena such as busy waiting and time misalignment, which affect user experience. [0003] Taking the 10086 mobile customer service hotline as an example, the current mobile 10086 manual customer service process adopts the breast processing process: 1) The user dials 10086 to transfer to manual service, an...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/53H04M3/523
Inventor 温健军
Owner CHINA MOBILE GROUP SICHUAN
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