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A pre-service processing method and system

A service processing and customer service system technology, applied in the field of pre-service processing methods and systems, can solve the problems of inconvenient operation, customers cannot obtain service experience, and robot response waiting time is long, so as to achieve the effect of improving service efficiency

Active Publication Date: 2021-04-02
CHINA MOBILE COMM GRP CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Customers need to input the requested information every time they need service, which is inconvenient to operate, and the waiting time for the robot’s response is long, so customers cannot get a good service experience

Method used

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  • A pre-service processing method and system
  • A pre-service processing method and system
  • A pre-service processing method and system

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Embodiment Construction

[0024] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are the Some, but not all, embodiments are invented. 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.

[0025] figure 1 A schematic flowchart of a pre-service processing method provided by an embodiment of the present invention, as shown in figure 1 As shown, this embodiment provides a pre-service processing method, including:

[0026] S1. Receive the user number to be served sent by the client terminal;

[0027] Specifically, after the user logs in the client terminal...

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Abstract

Embodiments of the present invention provide a pre-service processing method and system. The pre-service processing method includes: receiving the number of the user to be served sent by the client terminal; sending a query request to the big data platform; the query request carries the number of the user to be served; receiving the number of the user to be served returned by the big data platform Service case information corresponding to the user number; the service case information includes at least service speech information; sending the service speech information to the client terminal. The system is used to perform the method described above. The method and system provided by the present invention obtain the service case information corresponding to the user number to be served through the big data platform, and send the service speech information included in the service case information to the client terminal, provide pre-service for the client, and improve service efficiency .

Description

technical field [0001] The embodiments of the present invention relate to the technical field of the Internet, and in particular to a pre-service processing method and system. Background technique [0002] With the rapid development of the Internet and the deepening of electronic informatization, the business form of dual structure of customer voice and traffic is changing rapidly, and the modes of customer service are becoming more and more diversified. The traditional 10086 hotline customer service mode is no longer available due to the shortage of human resources Only by meeting customer needs, changing traditional service methods, innovating services through Internet media capabilities, and improving service efficiency can the call center's service capabilities for mobile Internet be effectively improved to meet user service needs. [0003] Under the existing technical conditions, when customers obtain services through Internet channels, they first log in to the Internet...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L29/08
CPCH04L67/141H04L67/566
Inventor 赵东明
Owner CHINA MOBILE COMM GRP CO LTD