A method and system for matching telephone service agents

Abstract

The present invention discloses a telephone service agent matching method and system. The method comprises the steps of: a telephone service client obtains a user's dial instruction in real time and sends the user's dial instruction to a service system, wherein the dial instruction comprises service data corresponding to a current service demand of the user; the service system determines telephonesystem route and service associated data matching with the dial instruction according to a mapping relation of preset service data and the telephone system route and the service associated data, andstores a mapping relation of telephone numbers to be dialed indicated by the dial instruction and a matching result; and when the telephone system monitors that the telephone numbers, dialed by the user, to be dialed come in, the telephone system obtains the telephone system route and the service associated data matching with the telephone numbers to be dialed from the service system, and when obtaining is successful, the service system distributes agent resources for users according to the obtained telephone system route and displays obtained service associated data on corresponding agent clients.

Description

technical field [0001] The invention relates to computer communication technology, in particular to a method and system for matching telephone service seats. Background technique [0002] The telephone system is applied in the service system. With the rapid development of services, the service routing information configured in the telephone system gradually increases, so that the functions of the telephone system are no longer single. [0003] At present, in the Interactive Voice Response (IVR) voice process in which a customer dials a service call through a terminal device, it is necessary to select the IVR service item by inputting the key information corresponding to the required service according to the prompt of the voice broadcast. When the business system has many business functions, there will be too many business routes to undertake, and the accompanying data information that the customer needs to input is relatively long, which is prone to input errors. At this tim...

AI Technical Summary

Problems solved by technology

The deletion of the IVR process will reduce the user experience, and the voice broadcast of the IVR process will still occupy the telephone channel and increase communication costs

In addition, when there are too many business routes to undertake, it will increase the difficulty of implementing the telephone system, thereby increasing the maintenance and development costs of the telephone system, especially the particularly complex service routes will be limited by the frame design of the telephone system and cannot be expanded

[0005] It can be seen that there is no thorough solution to the above-mentioned problems such as prolonged waiting time and increased customer communication costs in the existing telephone service seat matching scheme realized through IVR voice flow

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