Incoming call processing method of IVR system

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...

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.

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