Service management system and method with closed-loop service quality feedback

Abstract

The present invention discloses a service management system with closed-loop service quality feedback and a method thereof. The system comprises at least one service terminal, at least one waiter device, a communication center and a dispatch center. The communications center is respectively connected to the service terminal, the waiter device and the dispatch center. According to the system and the method, through the monitoring and management of a service process, the service of a client request is notified to a waiter with an optimized strategy, the quality of service is monitored and counted, at the same time, the information of each service link and service area is obtained through a fuzzy algorithm, the priority of service commands and distribution areas are subjected to automatic feedback adjustment, thus different service scenes can be automatically adapted, the optimized service process parameter for each independent scene is automatically generated, and a user can obtain efficient and accurate high quality service without a complex operation.

Description

technical field [0001] The invention belongs to the technical field of electronic communication, and relates to a service management system, in particular to a service management system with closed-loop service quality feedback; at the same time, the invention also relates to a service management method with closed-loop service quality feedback. Background technique [0002] The current process monitoring and management equipment in the service industry can only realize the information transmission of a single technical part of the link. For example, it can only send the user's call request to the call center, and notify the service by means of display or voice. [0003] Problems with such a system: [0004] 1. Practitioners in many service industries are not necessarily in the call center, so they cannot receive call information and reduce service efficiency [0005] 2. Without information collection and data analysis functions, there is no way to track and improve service...

AI Technical Summary

Problems solved by technology

[0004] 1. Practitioners in many service industries are not necessarily in the call center, so they cannot receive call information and reduce service efficiency

[0005] 2. Without information collection and data analysis functions, there is no way to track and improve service quality in the later stage

[0006] 3. Other remote communication devices (such as mobile phones) have no way to connect with the on-site service system, and there is no way to remotely monitor or remotely solve on-site problems in many scenarios

[0007] 4. Since there is no data collection function, there is no way to track and improve service efficiency and behavior analysis functions

[0008] 5. There is only a single information transmission, and there is no actual on-site intelligent dispatching function, which has limited contribution to improving the industry level

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