Method and system for processing call based on decision tree model

Abstract

The invention provides a method and a system for processing a call based on a decision tree model; the method comprises the following steps: obtaining basic information and associated information of a user according to an incoming call number; combining the basic information and the associated information as an input and matched first pushing information as an output to construct the decision tree model; inputting the basic information and the associated information of the specific user to the trained decision tree model and calculating to obtain second pushing information of the specific user; and pushing the second pushing information to a customer service. According to the method and the system for processing the call based on the decision tree model provided by the invention, when the incoming call user dials a customer service hotline, the user does not need to input a digital incoming line again according to a voice prompt, and the call dialing is accurately matched to a customer service group, so that the artificial customer service, when the user incomes the line, can know the question that the user wants to consult simultaneously; and therefore, the operation of the user and the time of listening to a prompt tone for operation are effectively reduced, the user satisfaction of a customer is effectively improved, and the working efficiency of the customer service is improved.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a call processing method and system based on a decision tree model. Background technique [0002] At present, the customer hotlines of e-commerce use the IVR system to divert the huge number of customer needs. The existing IVR system for dialing into e-commerce is for customers to use self-service voice prompts to guide customers to select service content and input data required for services. For e-commerce, pure numbers cannot accurately express the real needs of customers. If customers cannot find answers to problems quickly and in a timely manner, it will directly affect the customer's user experience. [0003] However, even for customer service, different positions and functions of customer service are also dealing with various problems raised by different customers. If the customer accesses the human customer service through simple numbers, and when the human custo...

AI Technical Summary

Problems solved by technology

For e-commerce, pure numbers cannot accurately express the real needs of customers

If customers cannot quickly and timely find the answer to the problem, it will directly affect the customer's user experience

[0003] However, even for customer service, different positions and functions of customer service are also dealing with various problems raised by different customers

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