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Customer service distribution method and device

A distribution method and customer service technology, applied in the field of online customer service, can solve problems such as poor distribution accuracy of customer service clients, and achieve the effect of improving distribution accuracy

Active Publication Date: 2018-05-04
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Since the above-mentioned customer service allocation method only considers whether the customer service client is busy, the customer service client allocated by the above method may not be the most suitable customer service client to provide services to the user client, and the accuracy of the customer service client allocation is poor. question

Method used

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  • Customer service distribution method and device
  • Customer service distribution method and device

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Experimental program
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Embodiment Construction

[0032] In order to make the object, technical solution and advantages of the present invention clearer, the implementation manner of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0033] Please refer to figure 1 , which shows a schematic structural diagram of an online customer service system provided by an embodiment of the present invention. The online customer service system includes: a user client 110 , a customer service management server 120 and a customer service client 130 .

[0034] The user client 110 runs on a terminal capable of transmitting and receiving data, such as a smart phone, a personal computer, a tablet computer, and the like. The user establishes a communication connection with the customer service client 130 in the online customer service system through the user client 110, and accepts the customer service provided by the customer service.

[0035] Optionally, the user client 110 is a w...

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Abstract

The invention discloses a customer service distribution method and device, belonging to the field of online customer service. The customer service distribution method comprises the following steps: obtaining a customer service IP address of a customer service client when receiving a customer service request sent by a user client; confirming the IP feature information of the customer service clientaccording to the customer service IP address; detecting whether the IP feature information of the customer service client meets the predetermined condition or not; and distributing the customer service client to the user client as the target customer service client if the IP feature information meets the predetermined condition. The invention solves the problem that the characteristics of the customer service client can not be fully taken into account when the customer service client is distributed to the user client so that the customer service client distributed to the user client may not be suitable; and the service ability of the customer service client and the matching degree between the customer service client and the user client are analyzed based on the IP feature information of the customer service client, therefore, a more suitable customer service client can be distributed to the user client, and the distribution accuracy of distributing the customer service clients is improved.

Description

technical field [0001] The invention relates to the field of online customer service, in particular to a customer service distribution method and device. Background technique [0002] The online customer service system is a system that provides customer service to users by means of Instant Message (IM). The online customer service system usually includes: a user client, a customer service management server and multiple customer service clients. [0003] When the user client needs customer service, the customer service management server allocates a customer service client to the user client to provide customer service from a plurality of customer service clients. A current customer service allocation method includes: the customer service management server obtains the online status and idle time of each customer service client; inquires out a customer service client that is currently online and has the longest idle time and determines it as the target customer service client;...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/24H04L29/12
CPCH04L41/5061H04L2101/69
Inventor 殷腾飞
Owner TENCENT TECH (SHENZHEN) CO LTD
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