Customer service session distribution method, electronic device and computer readable storage medium

A distribution method and customer service technology, applied in the communication field, can solve problems such as low service efficiency of agents, and achieve the effect of improving customer experience and improving efficiency

Inactive Publication Date: 2018-04-27
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The technical problem to be solved by the present invention is to overcome the problem in the prior art that random allocation of customer calls makes seat service inefficient, and proposes a customer service session allocation method, an electr...

Method used

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  • Customer service session distribution method, electronic device and computer readable storage medium
  • Customer service session distribution method, electronic device and computer readable storage medium
  • Customer service session distribution method, electronic device and computer readable storage medium

Examples

Experimental program
Comparison scheme
Effect test

example 1

[0090] Example 1. The following is an example of three customer service users logging in to the customer service terminal:

[0091] Assumption: The 3 customer services are customer service 1, customer service 2 and customer service 3;

[0092] The business attribute of customer service 1 is personal business and company business, the maximum number of service people is 5, the current number of service people is 2, and the customer score is 4.5;

[0093] The business attribute of customer service 2 is only personal business, the upper limit of service number is 6 people, the current service number is 2, and the customer score is 4.8;

[0094] The business attribute of customer service 3 is only company business, the upper limit of the service number is 3 people, the current service number is 2, and the customer score is 4.5.

[0095]1. The above-mentioned 3 customer service personnel become online customer service after logging in to the customer service terminal. According to...

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PUM

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Abstract

The invention discloses a customer service session distribution, and belongs to the field of the communication. The customer service session distribution method comprises the following steps: S1, acquiring online customer service information; S2, computing a service index of each online customer service; S3, grouping and sorting all online customer services; S4, automatically detecting and identifying an incoming line business and customer information of a customer when receiving a session request of the customer; S5, grouping the customers; ranging each group of customers according to the priority level from high to low; S7, distributing the corresponding customer service for each customer according to a predetermined distribution rule; and S8, establishing a dialog connection between thecustomer and the corresponding online customer service. By identifying the key attributes of the incoming customers, the incoming customers are intelligently distributed, the dispatching efficiency and the working efficiency of the customer service are effectively promoted, and the customer experience is improved.

Description

technical field [0001] The invention relates to the communication field, and relates to a customer service session allocation method, an electronic device and a computer-readable storage medium. Background technique [0002] With the rapid development of the Internet and the improvement of people's service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] At present, common online customers are usually composed of intelligent customer service robots and human customer service. The intelligent customer service robot locates the customer's problem through semantic analysis, so that the customer can talk to the robot like a natural person. Although the intelligent customer service robot can quickly respond to the needs of customers to a certain extent, the thinking of the intelligent customer service robot depends on the knowledge base. Once the customer's question exceeds the scope of th...

Claims

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Application Information

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IPC IPC(8): H04M3/523
CPCH04M3/5232H04M3/5235
Inventor 朱锦金
Owner PING AN TECH (SHENZHEN) CO LTD
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