Call information processing method and device

An information processing method and technology for communicating information, applied in information format, telephone communication, wireless communication, etc., can solve problems such as loss, and achieve the effect of improving service efficiency, improving experience effect, and enhancing service satisfaction

Inactive Publication Date: 2017-08-04
LIAONING MOBILE COMM
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In order to solve the above technical problems, the embodiment of the present invention expects to provide a call information processing method and device, which solves the problem of loss of co

Method used

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  • Call information processing method and device
  • Call information processing method and device
  • Call information processing method and device

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Example Embodiment

[0043] The technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention.

[0044] The embodiment of the present invention provides a call information processing method, refer to figure 1 As shown, the method includes the following steps:

[0045] Step 101: When it is detected that the user establishes a communication connection with the first agent client, obtain communication information between the user and the first agent client according to the first communication identifier.

[0046] Among them, the first communication identifier is sent by the queuing machine to the real-time translation system through the computer telephone integrated system platform.

[0047] Specifically, obtaining communication information between the user and the first agent client in step 101 according to the first communication identifier may be implemented by a real-time translati...

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Abstract

The embodiment of the invention discloses a call information processing method. The method comprises the following steps: acquiring communication information with a first attendance client by a user according to a first communication identifier when detecting that the user establishes the communication connection with the first attendance client, wherein the first communication identifier is sent to a real-time translating system by a queuing machine through a computer telephone integration system platform; converting the acquired communication information into the communication information with the preset format; establishing an association relation between the first communication identifier and the communication information with the preset format, and saving the association relation in the real-time translating system so that the attendance system server-side can acquire the communication information with the preset format between the user and the first attendance client according to the first communication identifier. The embodiment of the invention further discloses a call information processing device.

Description

technical field [0001] The invention relates to information processing technology in the field of communication, in particular to a call information processing method and device. Background technique [0002] At present, the customer service hotlines of operators and major industries (such as banks and insurance) carry a large number of user calls every day, requiring a large number of customer service personnel to provide user service support. With the increase in labor costs and customer service quality requirements, operator customer service centers are faced with dual pressures on cost and quality, and urgently need to improve service efficiency and service quality. In order to solve the above problems, the current operators and customer service hotlines in various industries generally have their own call center systems, which use the form of call transfer to answer different questions raised by users. [0003] In the existing call transfer scheme, the first-line custom...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/51H04M3/523H04M3/54H04W4/16H04W4/18H04W88/18G10L15/22G10L15/26
CPCH04M3/493G10L15/22G10L15/26H04M3/5183H04M3/523H04M3/54H04W4/16H04W4/18H04W88/185
Inventor 祝海龙李福华万子秋
Owner LIAONING MOBILE COMM
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