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Processing method and device for media access requests

An access request and media access technology, applied in the network field, can solve problems such as low work efficiency and poor customer experience, achieve the effect of balancing work efficiency and reducing waste of human resources

Active Publication Date: 2018-04-06
BANK OF CHINA
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Embodiments of the present invention provide a method and device for processing media access requests, which solve the problems of low work efficiency and poor customer experience in existing media access processing technologies

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  • Processing method and device for media access requests
  • Processing method and device for media access requests
  • Processing method and device for media access requests

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Embodiment Construction

[0025] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0026] Those skilled in the art know that the embodiments of the present invention can be implemented as a system, device, device, method or computer program product. Therefore, the present disclosure may be embodied in the form of complete hardware, complete software (including firmware, resident software, microcode, etc.), or a combination of hardware and software.

[0027] The principle and spirit of the present invention will be explained in detail below w...

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Abstract

The invention relates to the technical field of networks, and provides a processing method and a processing device for media access requests. The method comprises the steps of acquiring the access requests of different media channels; judging whether each access request comprises a re-access identification code, if yes, querying corresponding customer service agents according to the re-access identification codes, and directly forwarding the access requests to the corresponding customer service agents for processing. According to the processing method and device for the media access requests provided by the embodiment of the invention, the agent does not need to group services according to access medias, and receives and queues the access requests of the different media channels by using aunified routing strategy, so that the work efficiency can be balanced, and the waste of manpower resources can be reduced; in addition, when the customer requests for the service once more after receiving the re-access identification code, the customer can access preferentially without queuing again, and the access requests can be simultaneously sent out via the plurality of media channels, so that the customer can acquire the best service experience.

Description

technical field [0001] The present invention relates to the field of network technology, in particular to a method and device for processing a media access request. Background technique [0002] In the existing media service business, various media technologies such as telephone, SMS, WeChat, email, QQ, and Web Chat can be used to serve customers. However, service agents are often divided into groups according to media types, so the work efficiency is difficult to balance, resulting in waste of resources; in addition, when customers need to switch access media, the customer service personnel who provide services often change accordingly, and customers need to re-explain Problem, bad customer experience. [0003] It should be noted that the above introduction of the technical background is only for the convenience of a clear and complete description of the technical solution of the present invention, and for the convenience of understanding by those skilled in the art. It c...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
CPCH04M3/5141H04M3/5191
Inventor 刘杰王晓东
Owner BANK OF CHINA
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