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Multimedia intelligent customer service system

An intelligent customer service and multimedia technology, applied in the field of customer service systems, can solve the problems of inability to correct customer service attitudes and language errors in time, inability to make a good judgment on customer service conditions, and inability to carry out reward and punishment measures. The effect of remote monitoring and smooth data processing

Inactive Publication Date: 2019-03-12
上海力自高实业有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] When the existing customer service system is in use, although there is recording and monitoring of the call, it is generally processed later, and the service attitude and speech errors of the customer service cannot be corrected in time, and it is impossible to have a good judgment on the customer service situation of each group , cannot carry out reward and punishment measures, and service quality cannot be guaranteed

Method used

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  • Multimedia intelligent customer service system
  • Multimedia intelligent customer service system
  • Multimedia intelligent customer service system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0039] according to figure 1 A kind of multimedia intelligent customer service system shown, comprises telephone access distribution module 1, described telephone access distribution module 1, the output end of described telephone access distribution module 1 is provided with multiple groups of telephone access terminals 2, and multiple groups of The number of the telephone access terminals 2 is multiple, and the input terminals of a plurality of the telephone access terminals 2 are provided with an encryption unit 3, an encoding unit 4 and a voiceprint recognition module 5, and the output terminals of the telephone access terminals 2 are provided with Online monitoring system 6, described online monitoring system 6 comprises monitoring unit 7 and recording processing module 8, described monitoring unit 7 is set to a plurality of and is respectively connected with a plurality of telephone access terminals 2 one by one, described online monitoring system 6 The output end is pro...

Embodiment 2

[0052] according to image 3 A kind of multimedia intelligent customer service system shown, the recording processing module 8 includes a recording storage unit 14, the input end of the recording storage unit 14 is connected to the output end of the monitoring unit 7, and the input end of the recording storage unit 14 is provided with a decryption unit 15 and the output end are provided with code recognition classification unit 16, and described code recognition classification unit 16 output ends are provided with keyword recognition unit 17 and sound decibel test unit 18, and described keyword recognition unit 17 and sound decibel test unit 18 output ends All connect to the alarm module 9 input;

[0053] The recording storage unit 14 is used to store the recording recorded by the monitoring unit 7 and send it to the code identification and classification unit 16;

[0054] The decryption unit 15 is used to decrypt the encrypted recording and then send it to the code identific...

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PUM

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Abstract

The invention discloses a multimedia intelligent customer service system which comprises a telephone access distributing module. The output end of the telephone access distributing module is providedwith multiple groups of telephone access ends. Each group includes a plurality of telephone access ends. The input end of each telephone access end is provided with an encrypting unit, an encoding unit and a voiceprint recognizing module. The output end of each telephone access end is provided with an online monitoring system. By arranging the online monitoring systems, data arranging modules andalarm modules, when there is a customer service poor in service attitude, the customer service can be detected in time, halting processing is conducted, the customer service is prevented from continuing to bring poor service to visitors, data statistics and charting are conducted on poor service information generated in each group and customer services corresponding to the poor service informationand sent to a local server and a manager terminal, the local server then uploads data to a cloud server to be backed up, and remote monitoring is facilitated.

Description

technical field [0001] The invention relates to the technical field of customer service systems, in particular to a multimedia intelligent customer service system. Background technique [0002] When the existing customer service system is in use, although there is recording and monitoring of the call, it is generally processed later, and the service attitude and speech errors of the customer service cannot be corrected in time, and it is impossible to have a good judgment on the customer service situation of each group , can not carry out reward and punishment measures, and the quality of service cannot be guaranteed. [0003] Therefore, it is necessary to invent a kind of multimedia intelligent customer service system to solve the above problems. Contents of the invention [0004] The purpose of the present invention is to provide a kind of multimedia intelligent customer service system, by utilizing the setting of on-line monitoring system, the keyword identification un...

Claims

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Application Information

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IPC IPC(8): G10L15/22G10L15/26G10L17/26H04L29/06H04M3/42G06Q30/02
CPCG10L15/22G06Q30/0281G10L15/26G10L17/26H04L63/04H04M3/42221
Inventor 陈福明杜小闯吴应春夏涛刘飞张庆李昆鹏
Owner 上海力自高实业有限公司
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