Method and system for building conversation with customer service seat

An agent and customer service technology, applied in the field of communication, can solve problems such as insufficient real-time performance and high server pressure, and achieve the effect of improving user experience

Inactive Publication Date: 2016-03-16
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The present invention will provide a kind of method and system for establishing dialogue with the customer service seat, in order to solve the customer service system of prior art onli

Method used

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  • Method and system for building conversation with customer service seat
  • Method and system for building conversation with customer service seat
  • Method and system for building conversation with customer service seat

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Embodiment Construction

[0029] In order to solve the problem that the customer service system of the prior art online chat mode uses AJAX to request refresh to the server regularly, its real-time performance is not enough, and the server is under a lot of pressure when the server is regularly refreshed, the present invention provides a dialogue with customer service agents The method and system will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0030] An embodiment of the present invention provides a method for establishing a dialogue with a customer service agent, the process of which is as follows figure 1 As shown, including step S102 to step S104:

[0031] S102, the HTTP server receives a search agent request from the client;

[0032] S104, the HTTP server sends a search agent request to t...

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PUM

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Abstract

The invention discloses a method and system for building conversation with a customer service seat, and the method comprises the steps that an HTTP server receives a seat searching request from a client; the HTTP server enables the seat searching request to be sent to a CTI, and searches a first unoccupied seat with a business capability, so as to enable the client to build conversation connection with the customer service seat. The method provided by the invention can call the initiative of a user, and actively sends a request when the user needs to communicate with a customer service worker. The user cannot be affected by a repeated conversation request, thereby improving the user experience, and solving problems that a conventional customer service system in an on-line chatting mode is not good in instantaneity because the conventional customer service system employs an AJAX to request the server for timing updating, and the pressure on the server is very big because the timing updating of the server.

Description

technical field [0001] The invention relates to the communication field, in particular to a method and a system for establishing a dialogue with a customer service agent. Background technique [0002] The so-called call center refers to making full use of modern communication and computer technology, such as Interactive Voice Response (Interactive Voice Response, referred to as IVR, such as Interactive Voice 800 call center flow chart response system), automatic call distribution system (Automatic Call Distribution, referred to as ACD) etc., can automatically and flexibly handle a large number of different telephone inbound and outbound business and service operations. [0003] According to the current technical status of the call center, the call center mainly has the following functions: [0004] Through the computer telephony integration (Computer Telephony Integration, referred to as CTI) call processing subsystem to realize the screen pop-up and realize the synchronous...

Claims

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Application Information

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IPC IPC(8): H04M3/42H04M3/51H04L29/06
CPCH04M3/523
Inventor 龙丽娟
Owner ZTE CORP
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