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A kind of diversion method and equipment

A technology for dealing with objects and users. Applied in the network field, it can solve problems such as low efficiency in providing services to customers, insufficiency of distribution solutions, and imperfect distribution results. It can achieve rapid and accurate distribution, enhance trust, and reduce online The effect of failure risk

Active Publication Date: 2019-11-08
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] To sum up, in the face of more and more diverse businesses and more and more complex customer problems, the existing distribution scheme is not smart enough, and the factors considered are single, resulting in imperfect distribution results and low efficiency in providing services to customers

Method used

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  • A kind of diversion method and equipment
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  • A kind of diversion method and equipment

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Embodiment Construction

[0059] In view of the above-mentioned problems in the prior art, the embodiments of the present application provide a shunting method and device to overcome the defects in the prior art.

[0060] Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

[0061] Embodiment 1 of the present application provides a shunting method and equipment, such as figure 1 shown, including the following steps:

[0062] Step S101, receiving a user request;

[0063] The user initiates a request to the system, for example, the user makes a phone call, or uses other ways to interact with the system. After the system establishes a connection with the user, it can prompt the user to provide an expression about his problem through a prompt message, thereby obtaining the content requested by the user. , for example, the system explains to the user how to provide their questions by playing a preset voice, and the user can correctly provid...

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PUM

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Abstract

The invention discloses a distribution method and device. The method comprises the steps of receiving a user request; judging a type of a user problem based on the content of the user request; carrying out distribution prediction on the user request based on the type of the user problem and a distribution model; and distributing the user request to a corresponding processing object based on a distribution prediction result. A distribution process is intelligentized, the distribution is rapid and precise, the processing efficiency of the processing object is improved, human resources are saved, the user experience is good, and the trust of a user for a company is improved.

Description

technical field [0001] The embodiment of the present application relates to the field of network technologies, and in particular to a distribution method. The embodiment of the present application also relates to a distribution device. Background technique [0002] In the existing technology, the hotline service needs to invest manpower to observe the real-time outsourcing service situation. According to the observation results, the diversion ratio is artificially adjusted to achieve the purpose of maximizing the use of outsourcing resources. For example, if the current outsourcing company A has a relatively large queue of user demands , and outsourcing company B can handle more user requests, then artificially increase the diversion ratio of outsourcing company B so that outsourcing company B can obtain more appeal traffic. When the services of all outsourcing companies are in a saturated state, the diversion ratio will be adjusted entirely based on the experience of the r...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523
Inventor 李杰应荣军刘苏苏颜娅婷
Owner ADVANCED NEW TECH CO LTD