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

Method used

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

Examples

Experimental program
Comparison scheme
Effect test

Example Embodiment

[0038] Example 1:

[0039] according to figure 1 The illustrated multimedia intelligent customer service system includes a telephone access distribution module 1, the telephone access distribution module 1, and the output end of the 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 ends of multiple 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 terminal 2 are provided with An online monitoring system 6, the online monitoring system 6 includes a monitoring unit 7 and a recording processing module 8. The monitoring units 7 are provided in multiples and are respectively connected to a plurality of telephone access terminals 2 one by one, the online monitoring system 6 The output end is provided with an alar...

Example Embodiment

[0051] Example 2:

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

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

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

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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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