Customer pre-judgment method and device, terminal and storage medium

A customer and terminal technology, applied in the field of Internet information, can solve problems such as the spread of customer dissatisfaction, influence on secondary purchases, and difficulty in expressing one's own needs.

Pending Publication Date: 2019-11-08
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For example, when reporting a car insurance, customers are in a state of anxiety and tension, and it is even more difficult to express their needs
At present, inexperienced customer service is not good at guiding, and it is easy to make a misjudgment of demand in communication, which escalates the problem, causes customer dissatisfaction to spread, and affects the second purchase

Method used

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  • Customer pre-judgment method and device, terminal and storage medium
  • Customer pre-judgment method and device, terminal and storage medium
  • Customer pre-judgment method and device, terminal and storage medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0054] figure 1 It is a flow chart of the customer prediction method provided in Embodiment 1 of the present invention.

[0055] In this embodiment, the client prediction method can be applied to a terminal. For a terminal that needs to perform client prediction, the client prediction function provided by the method of the present invention can be directly integrated on the terminal, or developed with software The toolkit (Software Development Kit, SKD) runs in the terminal.

[0056] like figure 1 As shown, the customer prediction method specifically includes the following steps. According to different requirements, the order of the steps in the flow chart can be changed, and some can be omitted.

[0057] S11: When receiving an incoming call from a customer, obtain the incoming call number.

[0058] In this embodiment, when a customer has a need, he or she dials a customer service hotline through a mobile phone or a landline, and the terminal obtains the calling number.

[0...

Embodiment 2

[0114] figure 2 It is a structural diagram of the client prediction device provided in Embodiment 2 of the present invention.

[0115] In some embodiments, the client prediction device 20 may include a plurality of functional modules composed of program code segments. The program codes of each program segment in the client prediction device 20 can be stored in the memory of the terminal, and executed by at least one processor to execute (see for details figure 1 Description) The function of customer prediction.

[0116] In this embodiment, the client prediction device 20 can be divided into multiple functional modules according to the functions it performs. The functional modules may include: a first acquisition module 201, a second acquisition module 202, a third acquisition module 203, a prediction module 204, an extraction module 205, a judgment module 206, a display module 207, a guide module 208, a startup module 209 and broadcast module 210. The module referred to i...

Embodiment 3

[0174] refer to image 3 As shown in , it is a schematic structural diagram of a terminal provided by Embodiment 3 of the present invention. In a preferred embodiment of the present invention, the terminal 3 includes a memory 31 , at least one processor 32 , at least one communication bus 33 and a transceiver 34 .

[0175] Those skilled in the art should understand that, image 3 The structure of the terminal shown does not constitute a limitation of the embodiment of the present invention, it can be a bus structure or a star structure, and the terminal 3 can also include more or less other hardware or software than shown in the figure , or different component arrangements.

[0176] In some embodiments, the terminal 3 includes a terminal that can automatically perform numerical calculation and / or information processing according to preset or stored instructions, and its hardware includes but not limited to microprocessors, application-specific integrated circuits, programmab...

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PUM

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Abstract

The invention provides a customer pre-judgment method, which comprises the following steps of: when an incoming call of a customer is received, obtaining an incoming call number; obtaining a customerportrait of the customer according to the incoming call number; obtaining target burying point data of the client in a preset time period before the incoming call; pre-judging the demand of the customer according to the target burying point data; when it is detected that a customer service answers the incoming call within a preset time period after the incoming call, displaying customer verbal skills corresponding to the demand on a terminal of the customer service, and displaying a customer portrait of the customer. The invention further provides a customer pre-judgment device, a terminal anda storage medium. According to the invention, the customer demand is pre-judged according to the target burying point data of the customer, and the customer verbal skill corresponding to the customerdemand is displayed, so that the customer service staff can timely give a quick and accurate answer to the customer.

Description

technical field [0001] The present invention relates to the field of Internet information technology, and in particular to a customer prediction method, device, terminal and storage medium. Background technique [0002] Customer service work is a key part of many companies, and a good customer service work can give customers quick and accurate answers in a timely manner. Especially in the service industry, it is necessary to set up more customer service centers to undertake customer complaints, consultations and suggestions. During the interaction process between customer service and customers, it takes a lot of time to clarify customer demands. For example, when reporting for auto insurance, customers are in a state of anxiety and tension, making it even more difficult to express their needs. At present, the inexperienced customer service staff is not good at guiding, and it is easy to misjudge the demand in the communication, which escalates the problem, causes the dissat...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q40/08G06Q30/02H04M3/42H04M3/51
CPCG06Q30/01G06Q40/08G06Q30/0202G06Q30/0201H04M3/51H04M3/5175H04M3/42042H04M3/42059
Inventor 范珊珊
Owner PING AN TECH (SHENZHEN) CO LTD
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