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Customer service quality inspection method, device and system

A customer service and quality inspection technology, applied in the Internet field, can solve problems such as low efficiency of quality inspection, increase the number and time of services, and inability to solve customer problems, so as to achieve the effect of improving efficiency

Active Publication Date: 2017-09-05
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Although this method achieves the purpose of quality inspection, it cannot make up for the poor customer experience caused by problems in providing services to customers before, and may not solve the actual situation of customer problems. Moreover, the number and energy of quality inspection personnel are limited. , often there will be missed inspections, so this "post-mortem quality inspection" method appears to be inefficient
It is foreseeable that due to the low efficiency of quality inspection, the problems of customer service personnel cannot be found in time, then there may be related problems that cannot be solved for customers, which will increase the number and time of services, directly leading to low service efficiency. Did not feel good experience

Method used

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  • Customer service quality inspection method, device and system
  • Customer service quality inspection method, device and system

Examples

Experimental program
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Effect test

Embodiment 1

[0071] As mentioned above, the quality inspection of customer service personnel in the existing technology is to check the content after the service. For example, find out the service record of a customer service personnel and check whether the personnel used the honorific " Hello", if using "you" does not meet the requirements of the standard service, it needs to be reminded and ordered to pay attention next time; can you answer the customer's questions correctly; can you answer patiently; can the speaking speed be clear for ordinary people ; Do you have a lot of remote accents, etc. If you do not meet the requirements of standard services, you must conduct training in time to improve the quality of service in the subsequent service process. However, for customers, if there is a problem with this service record, then the service quality has been affected, and the customer will have a bad service experience; for business, if the customer service personnel cannot solve customer ...

Embodiment 2

[0105] Based on the same inventive concept, Embodiment 2 provides a customer service quality inspection device, which is used for real-time inspection of customer service quality during the process of customer service personnel providing customer service to improve quality inspection efficiency. figure 2 is a structural block diagram of the device, and the device includes: a parsing unit 21, a matching unit 22 and a prompting unit 23, wherein,

[0106] Analysis unit 21: it can be used to analyze the service information sent by the customer service personnel to the customer during the process of providing customer service to the customer by the customer service personnel;

[0107] Matching unit 22: it can be used to match the analysis result of the service information with the preset non-standard service conditions;

[0108] Prompt unit 23: can be used to send a standard service prompt corresponding to the service information to the customer service personnel when the matching...

Embodiment 3

[0124] Based on the same inventive concept, Embodiment 3 provides a customer service quality inspection system, which is used to check the quality of customer service in real time during the process of customer service personnel providing customer service to customers, so as to improve the efficiency of quality inspection. image 3 is a structural block diagram of the system, which includes: a first acquisition system 31, an analysis system 32, a matching system 33 and a prompt system 34, wherein,

[0125] The first acquisition system 31: can be used to acquire the service information sent by the customer service personnel to the customer during the process of providing customer service to the customer by the customer service personnel;

[0126] It has been introduced in the embodiment that the service information can be voice or text, so the first acquisition system can be connected with an input device, such as an audio collector (such as a microphone, a sound card, etc.), an...

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Abstract

The invention discloses a customer service quality inspection method, device and system. The customer service quality inspection method comprises the steps of parsing service information sent by the customer service staff to a customer in the process that the customer service staff provide customer services to the customer; matching a parsing result of the service information with preset non-standard service conditions; and sending a standard service prompt corresponding to the service information to the customer service staff when the matching result meets the non-standard service conditions. The method, device and system disclosed by the invention are applied to inspecting the quality of the customer services in real time in the process that the customer service staff provide customer services to the customer, and the quality inspection efficiency is improved.

Description

technical field [0001] The present application relates to the field of Internet technology, and in particular to a method, device and system for quality inspection of customer service. Background technique [0002] With the development of communication technology and Internet technology, various businesses are becoming more and more common, both in terms of type and quantity. In order to improve the service quality of business, a customer service (referred to as "customer service") system will be established , Solve various problems for customers before, during and after business. For example, establish a customer service system composed of multiple customer service personnel, answer customer calls, and respond to customer consultation information in a targeted manner to solve customer problems. Generally, quality inspection (referred to as "quality inspection") will be carried out on customer service to supervise and improve the overall quality of customer service personne...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06
CPCG06Q10/06395
Inventor 应荣军
Owner ADVANCED NEW TECH CO LTD
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