Client tag management method, client tag management system, computer device and storage medium

A label management and customer technology, applied in the field of customer management, can solve the problem that the system cannot be updated at the first time, and achieve the effect of easy adjustment of labels

Active Publication Date: 2018-03-30
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Existing agent systems often add tags to customers’ basic information and behavioral characteristics to help agents screen, manage, and analyze customers. However, if a certain information of a customer changes, the system cannot update it immediately

Method used

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  • Client tag management method, client tag management system, computer device and storage medium
  • Client tag management method, client tag management system, computer device and storage medium
  • Client tag management method, client tag management system, computer device and storage medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0041] see figure 1 , a kind of customer label management method of the present embodiment comprises the following steps:

[0042] In step 01, at least one tag is automatically added to the basic information and / or behavior characteristics of the customer.

[0043] In this step, a basic information label can be added according to the customer's pre-stored basic information, and a behavior feature label can be added according to the collected customer behavior characteristics. At least one basic information label and at least one behavior feature label constitute the multi-dimensional label of the customer. Among them, the basic information of the target customer includes age, gender, region, education level, income, etc., and the behavior characteristics include the type of service used, service validity period, customer source, operation frequency, operation time, etc.

[0044] The age tags added to the basic information of customers include, for example, 18-25 years old, 26...

Embodiment 2

[0066] see Figure 4 , the customer label management method of the present embodiment is based on the first embodiment, including the following steps:

[0067] In step 01, at least one tag is automatically added to the basic information and / or behavior characteristics of the customer.

[0068] In this step, a basic information label can be added according to the customer's pre-stored basic information, and a behavior feature label can be added according to the collected customer behavior characteristics. At least one basic information label and at least one behavior feature label constitute the multi-dimensional label of the customer. Among them, the basic information of the target customer includes age, gender, region, education level, income, etc., and the behavior characteristics include the type of service used, service validity period, customer source, operation frequency, operation time, etc.

[0069] Step 02, monitor the call between the agent and the customer.

[007...

Embodiment 3

[0080] In step 01, at least one tag is automatically added to the basic information and / or behavior characteristics of the customer.

[0081] In this step, a basic information label can be added according to the customer's pre-stored basic information, and a behavior feature label can be added according to the collected customer behavior characteristics. At least one basic information label and at least one behavior feature label constitute the multi-dimensional label of the customer. Among them, the basic information of the target customer includes age, gender, region, education level, income, etc., and the behavior characteristics include the type of service used, service validity period, customer source, operation frequency, operation time, etc.

[0082] Step 02, monitor the call between the agent and the customer.

[0083] In this step, after adding multiple tags to the basic information and behavioral characteristics of the customer, the system will not automatically mana...

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PUM

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Abstract

The invention provides a client tag management method, a client tag management system, a computer device and a storage medium, which are used for monitoring communication between an agent and a client, recognizing communication content of the client through a voice recognition technology during a communication process of the agent and the client, further extracting keywords associated with behavior characteristics or basic information of the client in client voice, and then updating the existing tag with the extracted keywords. With the method, the system, the computer device and the storage medium provided by the invention, dynamic and automatic updating and management of the client tag can be realized, and the agent is helped to adjust the tag and learn conditions of the client.

Description

technical field [0001] The invention relates to the technical field of customer management, in particular to a customer label management method, system, computer equipment and storage medium. Background technique [0002] As an invisible service window for enterprises and user terminals to maintain close contact, the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consultation and complaints, and plays an important role in the business activities of enterprises. playing an increasingly important role. [0003] Agent service is an important way for the call center system to provide services to customers. Agent service refers to the process in which agents provide customers with corresponding services through the support system of the call center. [0004] Existing agent systems often add tags to customers' basic information and behavioral characteristics to help agents screen, manage, and an...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04L12/24G10L15/26G06Q30/02
CPCG06Q30/0201G10L15/26H04L41/5064H04M3/51
Inventor 彭青龙胡祥
Owner PING AN TECH (SHENZHEN) CO LTD
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