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
View PDF1 Cites 13 Cited by
  • 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

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Assistance method and device for service center agent
  • Assistance method and device for service center agent
  • Assistance method and device for service center agent

Examples

Experimental program
Comparison scheme
Effect test

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...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

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

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
IPC IPC(8): H04M3/50G06F17/30
CPCG06F16/00H04L51/02
Inventor 王川疆周华峰
Owner ZTE CORP
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap