Call center management method and system based on block chain

A technology of call center and management method, applied in the field of data processing, can solve the problems such as the inability to well guarantee the retention of user information, unfavorable retrospective responsibility for user return visits, easy to be tampered with or lost, etc., to facilitate communication and processing, and improve user experience. , to avoid the effect of tampering

Inactive Publication Date: 2019-12-20
山东冠讯信息技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, because recording files often take up a lot of space, they can only be stored for a period of time, and are easily tampered with or lost during the storage process, which cannot well guarantee the retention of information in the process of handling user complaints, which is not conducive to later traceability and accountability. User visits

Method used

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  • Call center management method and system based on block chain
  • Call center management method and system based on block chain
  • Call center management method and system based on block chain

Examples

Experimental program
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Embodiment Construction

[0058] In order to describe the technical content of the present invention more clearly, further description will be given below in conjunction with specific embodiments.

[0059] In order to solve the technical problems in the prior art, the present invention provides a block chain-based call center management method. Such as figure 1 As shown, in an embodiment of the present invention, the block chain-based call center management method includes the following steps:

[0060] The call center server receives the user's call, obtains the user's calling number, and plays the self-service menu; the self-service menu varies according to different types of call centers. For example, the self-service menu of an e-commerce call center can include: If If you need pre-sales consultation, please dial 0, if you need installation service, please dial 1, if you need maintenance, please dial 2, if you need to complain, please dial 3, the self-service menu of the property’s call center can ...

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PUM

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Abstract

The invention relates to a call center management method and system based on a block chain. The method comprises the following steps that: a call center server receives a call complained by a user; the voice of the user is subjected to text recognition, the complaint number and the complaint text are uploaded to the block chain to be stored, the complaint processing server can obtain the complaintcontent from the block chain and timely distribute the complaint content to the worker for processing, and after the worker processes the complaint content, the complaint processing result is timelyuploaded to the block chain. According to the invention, information storage and processing result storage are carried out on the complaint call of the call center based on the block chain; the call center server and the complaint processing server carry out communication and processing conveniently, the credibility of information storage can be enhanced by adopting the block chain, the complaintinformation and the processing result are prevented from being tampered, the complaint problem of a user is well solved, and the use experience of the user is improved.

Description

technical field [0001] The present invention relates to the technical field of data processing, in particular to a method and system for managing a call center based on blockchain. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively concentrated place. It usually uses computer communication technology to handle telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time, and also has a calling number It shows that incoming calls can be automatically assigned to personnel with corresponding skills, and all incoming call information can be recorded and stored. With the development of service models, there are more and more ways to use call centers to provide services. For example, e-commerce companies can use call centers to provide pre-sales consultation and after-sales services, and property owners can also use call center...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/53H04L29/06
CPCH04M3/53H04L63/18H04L9/50
Inventor 李荣花
Owner 山东冠讯信息技术有限公司
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