Method for initiating self-help voice interaction for customer service in line

Abstract

The invention discloses a method for initiating self-help voice interaction for customer service in line, and relates to the technical field of the communication. The method comprises the following steps: S1, acquiring a phone number of a call customer, comparing the phone of the customer with a VIP customer phone database, detecting whether the customer is the VIP customer through the phone number, if the customer is the VIP customer, switching the customer to a VIP channel; if the customer is not the VIP customer, switching the customer to a common channel; S2, broadcasting the inquiry of the handled business type to acquire a voice answer of the customer, extracting a keyword in the voice answer, and judging the class of the business that customer needs to handle; S3, comprehensively analyzing according to the class of the business that customer needs to handle and the current line number, and then prompting the customer to switch to the self-help voice handling or continuously stay on the queue line. The problems that the customer experience degree is bad and the band is easy to lose some potential important customers since the present manual service agent channel is large in line pressure are solved by using the method disclosed by the invention.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method for initiating self-service voice interaction for queuing customer service. 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. For relatively simple business handling or consulting, the phone-side customers can choose to use the self-service voice interaction method to handle Or consulting, for the handling or consulting of a little more complicated business, customers usually choose manual service; The business that can be handled is ultimately handled through manual seats. The number of manual seats is limited, which will increase the pressure on the manual service queuing channel, especially during the peak period of visits. For some urgent customers, if they need to report the loss of bank cards For custo...

AI Technical Summary

Problems solved by technology

[0003] The purpose of the present invention is to solve the problem that there are many customers queuing up in the artificial seat channel, the customer experience is poor due to the high queuing pressure, and the bank is easy to lose some potential important customers. The present invention provides a self-service voice interaction method for queuing customer service method, which can actively divert the queuing pressure of artificial seats, which is conducive to improving customer experience