Intelligent customer service multi-channel unified management system and method

Abstract

The invention relates to an intelligent customer service multi-channel unified management system and method. The purpose is to provide the intelligent customer service multi-channel unified managementsystem and method for realizing the data sharing. The intelligent customer service multi-channel unified management system includes: a channel communication identification module, a data storage module and a data management background. The channel communication identification module provides the functions of receiving external request communication and outputting result data, and the received request is transmitted to the data management background for acquiring corresponding data. The data management background stores and produces the unified response content; According to the different channels, the data storage module makes the reply content of the data management background into the channel reply data according to the characteristics of the channel, and forwards it to the channel communication identification module for distribution. The invention can maintain the knowledge content of different channels on the same platform, meanwhile, the data of different channels can be shared and used, and the separate maintenance of multiple output data is not required, thereby improving the operation and maintenance convenience.

Description

Technical field: [0001] The invention relates to customer service technology in the communication field, and further relates to an intelligent customer service multi-channel unified management system and method. Background technique: [0002] In order to support the State Grid Customer Service Center to centrally accept the 95598 business of the entire network and ensure the continuous improvement of customer service level, the State Grid Customer Service Center built and put into operation the State Grid Corporation Customer Service Center Knowledge Base System (hereinafter referred to as "Central Knowledge") in September 2013. library"). The central knowledge base is knowledge service-oriented, establishes a knowledge management system and structure, and builds a unified customer service knowledge system and knowledge application. The response time is improved, the one-time question answering rate and the accuracy of business replies are improved, the overall satisfaction...

AI Technical Summary

Problems solved by technology

[0013] The existing technology often provides different data output devices for different channels, and the devices cannot be effectively integrated, resulting in maintenance. For the same input content, because of the independence of the devices, multiple copies of data are often maintained

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