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Assistance method and device for service center agent

A customer service center and agent technology, applied in the field of communication systems, can solve problems such as time-consuming, high operator skill requirements, and tediousness, so as to achieve effective service and reduce service time.

Inactive Publication Date: 2016-06-15
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] (2) Agent representatives need to switch between multiple interfaces or systems, which is very cumbersome;
It takes a lot of time to manually fill out the complaint form, the acceptance form, and the fault form;
[0006] (4) The above requirements require strong business and professional requirements and training, and high requirements for operator skills
All of these lead to a longer average service time for agents, and it is difficult to reduce labor costs

Method used

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  • Assistance method and device for service center agent
  • Assistance method and device for service center agent
  • Assistance method and device for service center agent

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Embodiment Construction

[0054] In order to make the technical problems, technical solutions and advantages to be solved by the present invention clearer, the following will describe in detail with reference to the drawings and specific embodiments.

[0055] Such as figure 1 As shown, it is an auxiliary method for a customer service center seat according to the present invention, including:

[0056] Step 11, generate keywords according to the interaction between the customer and the customer service center agent;

[0057] In one embodiment, the step 11 includes:

[0058] Step 111A, obtaining the call voice between the user and the customer service center agent;

[0059] Step 112A, recognizing the call voice as text;

[0060] Step 113A, perform word segmentation processing on the text to generate keywords.

[0061] In another embodiment, the step 11 includes:

[0062] Step 111B, obtaining the interactive text between the user and the customer service center agent;

[0063] Step 112B, perform word...

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Abstract

The invention provides an assistance method and device for a service center agent. The assistance method for the service center agent comprises the steps of: generating a keyword according to the interaction of a client and the service center agent; looking for a template matched with the keyword according to the keyword; and executing an operation corresponding to the template. By adopting the assistance method for the service center agent provided by the invention, the agent can provide services for the user more quickly, thereby shortening the service duration and improving the working efficiency.

Description

technical field [0001] The invention relates to the field of communication systems, in particular to a method and device for assisting a seat in a customer service center. Background technique [0002] According to the survey, the labor cost in the operation process of the traditional customer service center has increased by 72% year by year. How to reduce labor costs is a major issue facing the customer service center industry. At present, 80% of the human resources in the customer service center are agents. When providing manual services, agents face the following problems: [0003] (1) When an agent communicates with a user, it often needs to enter a large amount of information for query, and then reply to the user; [0004] (2) Agent representatives need to switch between multiple interfaces or systems, which is very cumbersome; [0005] (3) The agent needs to manually fill in the reason for the call during or after the call. It takes a lot of time to manually fill o...

Claims

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Application Information

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IPC IPC(8): H04M3/50G06F17/30
CPCG06F16/00H04L51/02
Inventor 王川疆周华峰
Owner ZTE CORP
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