User voice call processing method, device and system based on big data

Abstract

The invention discloses a data processing and voice call shunting method and system based on big data. The data processing method comprises the steps of: acquiring historical behaviour data of users according to user information; according to the acquired historical behaviour data, performing distributed summary calculation and analysis of user indexes, so that multiple description data of multiple scenes can be obtained; and, according to the multiple description data of the multiple scenes, obtaining a prediction module used for processing voice calls of the users according to a corresponding algorithm. The shunting method comprises the steps of: according to voice call information of the users, obtaining telephone number information of the users; according to the telephone number information of the users, obtaining matched user account information; according to the user account information, predicting problem types of the users; and, according to the problem types of the users, transferring the voice calls into corresponding seats, or, transferring the voice calls into the corresponding seats by an IVR system. By means of the user voice call processing method, device and system based on big data disclosed by the invention, the user retention time in the IVR system is reduced; the communication efficiency is increased; and the operation cost is reduced.

Description

technical field

[0001] The present invention relates to the technical field of data processing, in particular to a method, device and system for processing user voice calls based on big data. Background technique

[0002] Call Center, also known as customer service center or customer service system. The equipment involved in the early call center is usually a telephone, a pen and a notebook. The user calls the hotline or consultation telephone provided by the call center, and the trained operator will answer and deal with all kinds of problems raised by the user, such as consultation, complaint or suggestion.

[0003] With the development of communication, computer and network technology, modern call center has involved computer (software and hardware) technology, network technology, computer telephony integration technology (CTI), data warehouse (business intelligence BI) technology, customer relationship management (CRM) Technology, switch (PBX) communication technology ...

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