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Incoming call processing method, electronic device, and computer readable storage medium

A technology of incoming call processing and electronic devices, applied in telephone communication, electrical components, automatic switching bureaus, etc., can solve problems such as customer experience degradation, long waiting, ignoring incoming call requests, etc., and achieve the effect of avoiding service quality degradation

Inactive Publication Date: 2018-08-10
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] When the call-in distribution center in the prior art receives a call-in request from a customer, it groups the customers according to the basic information of the customer, and assigns them to the seat with the highest matching degree according to the grouping situation. If the seat is in an idle state, Then the relevant service materials can be prepared while receiving the call-in request. If the agent is handling other customers’ business or performing other page operations, it is easy to ignore the call-in request, thus causing the call-in to be in a long-term waiting state , resulting in poor customer experience

Method used

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  • Incoming call processing method, electronic device, and computer readable storage medium
  • Incoming call processing method, electronic device, and computer readable storage medium
  • Incoming call processing method, electronic device, and computer readable storage medium

Examples

Experimental program
Comparison scheme
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Embodiment 1

[0044] refer to Figure 1-3 , showing a method for processing incoming calls, including the following steps:

[0045] Step 01, collect the call-in information of the call-in user, and the call-in information includes the call-in number, duration, and call frequency.

[0046] Collecting the incoming call information of the call-in user is used to judge whether the user is a valid user. The collection of the call-in information can be carried out through the information collection module. After the collection module collects the call-in number, according to the A history of incoming numbers, including how often said number was called and how long each call lasted.

[0047] Step 02, judging whether the call-in user is a valid user according to the call-in information of the call-in user, if it is a valid user, proceed to step 03, if not, reject the call.

[0048] In this step, the user validity judgment module judges whether the user is a valid user according to the incoming ca...

Embodiment 2

[0081] refer to Figure 4-6 , shows an incoming call processing system 20. In this embodiment, the incoming call processing system 20 is divided into one or more program modules, one or more program modules are stored in a storage medium, and are composed of one or more executed by a processor to complete the present invention. The program module referred to in the present invention refers to a series of computer program instruction segments capable of completing specific functions, which is more suitable than the program itself to describe the execution process of the incoming call processing system 20 in the storage medium. The following description will specifically introduce each program module of this embodiment. The function:

[0082] The data collection module 201 is used to collect the information data of the call-in user, and the information data includes the user's personal information data, asset data, call frequency, call-in number, and duration; the data collecti...

Embodiment 3

[0091] refer to Figure 7 , this embodiment provides an electronic device. It is a schematic diagram of the hardware architecture of an embodiment of the electronic device of the present invention. In this embodiment, the electronic device 2 is a device capable of automatically performing numerical calculation and / or information processing according to preset or stored instructions. For example, it may be a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server, or a cabinet server (including an independent server, or a server cluster composed of multiple servers), etc. As shown in the figure, the electronic device 2 at least includes, but is not limited to, a memory 21 , a processor 22 , a network interface 23 , and an incoming call processing system 20 that can communicate with each other through a system bus. in:

[0092] The memory 21 includes at least one type of computer-readable storage medium, and the r...

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PUM

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Abstract

The invention discloses an incoming call processing method, an electronic device, and a computer readable storage medium. The method comprises the following steps: step 01: collecting incoming call information of an incoming call user; step 02, judging whether a user is a valid user according to incoming call information of the incoming call user, if yes, entering step 03, or otherwise, refusing the incoming call; step 03: collecting information data of the incoming call user; step 04: performing priority classification on the user according to the information data of the user; step 05: judging whether the user is a high-priority user, if yes, executing step 06, if no, executing step 07; step 06: allocating the high-priority user to a high-priority custom service personnel, and sending incoming call reminding to a custom service personnel terminal operation interface; and step 07: allocating the user to a corresponding priority custom service personnel, and waiting for the answer of the custom service personnel. By adoption of the method, the response speed of the custom service personnel can be effectively improved, and the customer experience is improved.

Description

technical field [0001] The invention relates to the field of call processing, in particular to an incoming call processing method, an electronic device and a computer-readable storage medium. Background technique [0002] When the call-in distribution center in the prior art receives a call-in request from a customer, it groups the customers according to the basic information of the customer, and assigns them to the seat with the highest matching degree according to the grouping situation. If the seat is in an idle state, Then the relevant service materials can be prepared while receiving the call-in request. If the agent is handling other customers’ business or performing other page operations, it is easy to ignore the call-in request, thus causing the call-in to be in a long-term waiting state , resulting in a decline in customer experience. Contents of the invention [0003] The purpose of the present invention is to provide a method for processing incoming calls, an e...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
Inventor 李永平高凌云牛华李长缤
Owner PING AN TECH (SHENZHEN) CO LTD