Customer service intelligent management system and method

Abstract

The invention relates to a customer service intelligent management system, which comprises a customer service platform which comprises a processing server, a platform access module, a platform switching module, a seat management module and a database; a plurality of enterprises are docked through the customer service platform; the customer service platform carries out simple enterprise inquiry toobtain the customer of which enterprise the customer belongs to after accessing the customer for communication; the question type to be consulted by the client is obtained through simple question inquiry; the profession degree is judged according to the problem type; if the profession degree is low, the clients with low profession degree are divided into general problem clients; the customer service staff accessed to the customer service platform answers; the customer service of the customer service platform with high professional degree cannot be answered or cannot be answered comprehensively; by means of the method, customer service resources are integrated, idle resource waste of existing customer service staff is reduced, customer service cost pressure of enterprises is reduced, and meanwhile the situation that customer service staff seats are all busy in the communication peak period of the enterprises can be greatly improved.

Description

technical field [0001] The present invention relates to the technical field of customer service management, and more specifically, to a customer service intelligent management system and method. Background technique [0002] Telephone customer service is one of the important core channels for cash companies to carry out after-sales. However, most companies currently operate alone. The larger the company, the more customer service personnel it needs. The training and management costs of customer service personnel are high, and the idle time of customer service personnel is difficult Refinement is a serious waste of resources; and although the current AI artificial intelligence can solve part of the pressure, it still has great defects and it is difficult to replace human customer service. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide a customer service intelligent management system and method for the above-menti...

AI Technical Summary

Problems solved by technology

[0002] Telephone customer service is one of the important core channels for cash companies to carry out after-sales. However, most companies currently operate alone. The larger the company, the more customer service personnel it needs. The training and management costs of customer service personnel are high, and the idle time of customer service personnel is difficult To achieve refinement, the waste of resources is serious; and although the current AI artificial intelligence can solve part of the pressure, it still has great defects, and it is difficult to replace human customer service

Images