Intelligent auxiliary agent response service implementation method based on electric power IT service call center

Abstract

The invention discloses an intelligent auxiliary agent response service implementation method based on an electric power IT service call center. The method comprises the steps that 1, a client selectsself-service consultation or intelligent voice navigation according to needs; 2, the situation A happens that customer selects self-service consultation according to needs; 3, the situation B happensthat the client selects intelligent voice navigation according to needs; and 4, the IT service hotline agent answers the incoming call of the user. According to the method, the various requirements of agent assisting in a telephone incoming and outgoing scene are met, a new employee can quickly start actual combat in cooperation with a telephone assistant, the service processing efficiency is greatly improved, the employee training cost is greatly reduced, the competitiveness of an enterprise is improved, the communication process is flexible and convenient, barrier-free communication with auser is realized, and the cost is low from a long distance.

Description

technical field [0001] The invention relates to the technical field of IT services, in particular to a method for realizing an intelligent auxiliary seat answering service in a power IT service call center. Background technique [0002] IT is the IT infrastructure library, which has many advantages, including enhanced competitive advantage through reduced costs, growth and flexibility, improved efficiency through simplified business processes, enhanced IT value through alignment of business and IT operations and objectives, and improved internal customer and user satisfaction. Simply put, it is process-oriented, customer-centric, and best practice in IT service management with customer satisfaction and service quality as the core. Through the integration of IT services and enterprise business, the ability and level of enterprise IT service supply and service support can be improved. Its goal is to effectively integrate IT technical services and business operations. [000...

AI Technical Summary

Problems solved by technology

[0003] At present, the distance between enterprises and customers is continuously shortened, among which telephone communication is one of the main means; the current traditional customer service method relies on customer service personnel to dial / answer user calls one by one to deal with problems, one-on-one to solve problems, Inefficiency, high cost and slow response, and the cycle of cultivating relevant talents is very long, which greatly weakens the competitiveness of enterprises and increases the cost of expenditure

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