Calling method and device for realizing intelligent scheduling according to service state

Abstract

The invention discloses a calling method and device for achieving intelligent scheduling according to a service state. The calling method comprises the following steps that S1, a calling scheduling unit obtains calling request information of a client; s2, the call scheduling unit sends a client state information query request to a client state decision-making unit according to the call request information, and the client state decision-making unit obtains state information of a client in a client relation management system; s3, the client state decision unit judges the client state informationand obtains a judgment result; s4, the client state decision-making unit sends call routing decision-making information to the call scheduling unit according to the judgment result; and S5, the callscheduling unit establishes call connection according to the call routing decision information and the call center of the corresponding level. The method can accelerate the processing of customer problems, and avoids customer loss caused by long-term failure of the problems.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a calling method and device for realizing intelligent dispatching according to business status. Background technique [0002] In order to improve customers' pre-sales and after-sales experience, enterprises generally provide customer service hotlines. In order to take into account the convenience of local services, multiple call centers are deployed across the country to handle calls from customers in corresponding regions. When customers call in, the calls are routed to Which call center handles it becomes a real problem. For this reason, enterprises generally introduce a call intelligent routing platform between the operator and the call center. The enterprise can modify the call routing strategy on the intelligent routing platform, and call to a certain call center according to the call routing strategy. [0003] However, such a call dispatching platform is basically a...

AI Technical Summary

Problems solved by technology

[0003] However, such a call dispatching platform is basically a static routing strategy, which cannot complete more flexible and intelligent call routing according to the special situation of a single customer call. It may be that the problems of these customers have not been solved, or it may be caused by the ability or attitude of some customer service personnel, or it may be that some customer service personnel do not have enough authority to deal with the problems in a timely manner. If this situation continues, it will lead to long-term customer problems. Time goes unresolved, and even small problems turn into big ones

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