Method for intelligently adjusting online queuing priority of customer service system

Abstract

The invention discloses a method for intelligently adjusting an online queuing priority of a customer service system, wherein the method relates to the field of communication technology. The method comprises the following steps of S1, acquiring a telephone number of an incoming call client, comparing the telephone number of the client with a VIP client telephone number database, detecting whether the client is a VIP client through telephone number detection, if yes, switching the client to a VIP channel, and otherwise, switching the client to a common channel; S2, broadcasting an inquiry for a handled service kind, acquiring a voice answer of the client, extracting key words in the voice answer, and determining kind of the handled service of the client; and S3, determining the priority of the client according to the kind of the handled service of the client, and adjusting position of the client in a queue. The method of the invention settles problems of high loss of some clients, customer experience reduction and loss of some potential important client caused by queuing of all clients according to a time sequence after telephone end clients select a man service.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method for intelligently adjusting online queuing priority for a client system. Background technique [0002] At present, with the improvement of the online business processing level of major banks, there are more and more customers on the phone side for handling or consulting business. Consulting, but this method is only suitable for handling or consulting relatively simple businesses. For slightly more complicated business handling or consulting, customers usually choose manual services. Due to the limited number of manual seats and the peak period of daily customer visits , customers often encounter the situation that they need to wait in line. The existing queuing method is only to line up according to the dialing time. However, different customers handle different businesses. For some very important businesses, such as loss report business, customers wait The longe...

AI Technical Summary

Problems solved by technology

[0003] The purpose of the present invention is to solve the problem that after the telephone client chooses manual service, all clients only queue up in chronological order, thereby bringing huge losses to some clients, reducing client experience, and even losing some potentially important clients , so as to provide a method for intelligently adjusting the online queuing priority of the customer service system. This method can improve the resolution rate of important business problems by collecting and analyzing the business that customers need to handle in advance, and reduce the risk of complaints caused by important business due to queuing shelving.