Distribution method and device for telecommunication customer service
A distribution method and customer service technology, applied in the field of network communication, can solve the problems of low customer service efficiency and poor user experience, and achieve the effect of improving customer service efficiency
Active Publication Date: 2021-01-26
CHINA UNITED NETWORK COMM GRP CO LTD
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Problems solved by technology
In the telephone communication mode, the customer service system automatically assigns the customer service personnel who can provide services to the user according to the user's telephone request, but the automatically assigned customer service personnel may not be the customer service personnel responsible for handling the user's problems, and the customer service personnel need to be replaced. As a result, customer service efficiency is low and user experience is poor
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[0053] Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numerals in different drawings refer to the same or similar elements unless otherwise indicated. The implementations described in the following exemplary examples do not represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatuses and methods consistent with aspects of the present disclosure as recited in the appended claims.
[0054] The terms "comprising" and "having" and any variations thereof in the description and claims of the present invention and the drawings are intended to cover a non-exclusive inclusion. For example, a process, method, system, product or device comprising a series of steps or units is not limited to the listed steps or units, but optionally also includes unlisted steps or units, or...
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The invention provides a method and device for distributing telecommunication customer service. The method includes: updating the characteristic value corresponding to the user according to the feedback problem recorded when the user calls; and classifying the reason for the call to the feedback problem of the user according to the updated characteristic value corresponding to the user to obtain the type of the reason for the call; According to the type of the reason for the call, the customer service personnel corresponding to the type of the reason for the call is assigned to the user. The embodiment of the present invention can intelligently predict the reason of the user's call, and improve the efficiency of customer service.
Description
technical field [0001] The invention relates to the technical field of network communication, in particular to a method and device for distributing telecommunication customer service. Background technique [0002] With the rapid development of wireless communication technology and the continuous improvement of social service awareness, users have put forward higher and higher requirements for customer service personnel's service efficiency, service mode and service quality. [0003] At present, the communication between customer service personnel and users is generally realized through telephone communication through the customer service system. In the telephone communication mode, the customer service system automatically assigns the customer service personnel who can provide services to the user according to the user's telephone request, but the automatically assigned customer service personnel may not be the customer service personnel responsible for handling the user's p...
Claims
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IPC IPC(8): H04M3/523
CPCH04M3/5232
Inventor 刘金财王涛史松阳
Owner CHINA UNITED NETWORK COMM GRP CO LTD