Incoming call processing method of IVR system

A technology of incoming call processing and incoming call number, which is applied in the direction of electric digital data processing, special data processing application, telephone communication, etc., can solve the problems of cumbersome communication process, achieve the effect of improving customer service efficiency, reducing work intensity, saving resources and time

Active Publication Date: 2016-04-27
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] The technical problem to be solved by the present invention is to provide a method for processing incoming calls of the IVR system in order to overcome the defect that in the prior art, when a customer dials to call the IVR system, the existing orders generally have to go through a cumbersome communication process when a service request occurs for an existing order.

Method used

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  • Incoming call processing method of IVR system

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Embodiment Construction

[0028] The present invention is further illustrated below by means of examples, but the present invention is not limited to the scope of the examples.

[0029] Such as figure 1 Shown, the incoming call processing method of IVR system of the present invention comprises the following steps:

[0030] Step 101, receiving an incoming call from a customer, and obtaining the customer's incoming call number;

[0031] Step 102, receiving the order-related information input by the customer, specifically including at least one of the order number and the mobile phone number;

[0032] Step 103, obtaining existing order services corresponding to the order-related information;

[0033] Step 104, broadcast the operation menu options of the existing order business to the customer; the operation menu options include at least one of cancel order operation, query order operation, and modify order operation;

[0034] Step 105, providing customers with different customer service types according...

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PUM

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Abstract

The invention discloses an incoming call processing method of an IVR system. The incoming call processing method comprises the following steps: receiving an incoming call of a customer, and obtaining an incoming call number of the customer; S2, receiving related order information input by the customer; S3, obtaining existing order business corresponding to the related order information; and S4, broadcasting operation menu options to the customer. The incoming call processing method disclosed by the invention can be used for quickly positioning and obtaining the existing order business of the customer through the related order information input by the user, thereby saving a large amount of resources and times, and the incoming call processing method disclosed by the invention can be used for quickly judging the identity of the customer after obtaining the incoming call number of the customer and intelligently selecting to serve the customer by customer service personnel according to the existing order business and the former incoming call information when the customer repeatedly calls, thereby saving the communication time and cost.

Description

technical field [0001] The invention relates to a differentiated processing solution for repeated incoming calls of customers in a large-scale call center, and in particular to an incoming call processing method of an IVR system. Background technique [0002] Since the existing IVR (Interactive Voice Response, Interactive Voice Response) system has many business lines, most customers book multiple types of orders at the same time. When customers dial to call the IVR system, they generally have to go through a cumbersome communication process when there is a service request for an existing order, specifically: [0003] It takes a lot of time for customers to enter the IVR system call center to select the corresponding service entrance; [0004] It takes a lot of time for the agent to confirm the identity of the customer and correspond to the order; [0005] It takes a lot of time for the agent to communicate with the customer about the order status; [0006] It takes a lot...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/493H04M3/51G06F17/30
CPCG06F16/903H04M3/4933H04M3/5141
Inventor 郭小虎孙颢
Owner SHANGHAI CTRIP COMMERCE CO LTD
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