Customer service load balancing system and method

A load balancing and customer service technology, applied in the field of intelligent interaction, can solve problems such as customer service consultation and complaints that cannot be handled in time, so as to improve service quality and optimize the interaction process.

Inactive Publication Date: 2017-12-15
GUANGDONG POWER GRID CO LTD INFORMATION CENT
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the current online customer service system cannot deal with a large number of customer service consultations and comp

Method used

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  • Customer service load balancing system and method
  • Customer service load balancing system and method

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Embodiment Construction

[0028] The accompanying drawings are for illustrative purposes only, and should not be construed as limitations on this patent; in order to better illustrate this embodiment, certain components in the accompanying drawings will be omitted, enlarged or reduced, and do not represent the size of the actual product; for those skilled in the art It is understandable that some well-known structures and descriptions thereof may be omitted in the drawings. The positional relationship described in the drawings is for illustrative purposes only, and should not be construed as a limitation on this patent.

[0029] Such as figure 1 As shown, a customer service load balancing system, which includes

[0030] The obtaining module is used to obtain the customer service request sent by the customer;

[0031] The judgment module is connected with the acquisition module, and is used to judge the field of business that the customer wants to consult;

[0032] The distribution transfer module is...

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Abstract

The invention relates to the technical field of smart interaction and relates to a customer service load balancing system and method. The system comprises an obtaining module which is used for obtaining customer service requests sent by customers; a judging module which is connected with the obtaining module and is used for judging fields to which business consulted by the customers belongs; an allocation switching module which is used for allocating the customers to customer service staff sides in the belonged fields according to the judgment result of the judging module; a queuing waiting module which is used for the customers to enter a hall for queuing when the consulting customers exceed upper service limits; an information checking and recording module which is used for the customer service staff to check and store customer information in real time; a session monitoring module which is used for monitoring the quality of service of the online customer service staff; and an archiving module which is used for storing chat information between the customers and the customer service staff and tracking the processing condition of problems required by the customers. According to the customer service load balancing system and method provided by the invention, the quality of service of the online customer service is effectively improved, and an interaction process of an online customer service system is optimized.

Description

technical field [0001] The present invention relates to the technical field of intelligent interaction, and more specifically, to a customer service load balancing system and method. Background technique [0002] Website online customer service, or online front desk, is a page communication technology that uses the website as a medium to provide instant communication between Internet visitors and internal employees of the website. The emergence of the online customer service system based on webpage sessions has replaced the use of traditional customer service QQ online, WeChat online, etc. Although some functions of QQ and WeChat cannot be replaced by individual users, the website online customer service system is a professional web customer service The tool is a communication software for enterprise website visitors to communicate with enterprises in a convenient and timely manner. Its good experience is irreplaceable. Due to the rapid development of the Internet, it has b...

Claims

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Application Information

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IPC IPC(8): H04L12/803H04L12/58G06Q10/06
CPCG06Q10/06395G06Q10/06398H04L47/125H04L51/04
Inventor 吴广财王建永黄杰韬郭威
Owner GUANGDONG POWER GRID CO LTD INFORMATION CENT
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