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Intelligent scheduling method of online customer service system

A kind of customer service system, intelligent dispatching technology, applied in the direction of electrical components, automatic switching office, telephone communication, etc.

Active Publication Date: 2020-05-15
STATE GRID JIANGSU ELECTRIC POWER CO ELECTRIC POWER RES INST +3
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, with the increase in the amount of online services and the improvement of customer service quality requirements, the online customer service system is facing difficulties in distribution, customer service team management, process management, and data exchange with business systems.

Method used

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  • Intelligent scheduling method of online customer service system
  • Intelligent scheduling method of online customer service system
  • Intelligent scheduling method of online customer service system

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Experimental program
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Embodiment

[0153] Now the method of the present invention is further described in detail with an embodiment.

[0154] Step 1, generate multi-queue multiQueue based on the partial order relationship of multiple characteristics of customers; the actual business data shows that the main characteristics of customers are waiting time, customer level, historical visits, and business categories, and customer levels are divided into VIP, ordinary customers, and tourists. Business, the customer's business type includes fault repair, electric energy metering, electricity price and electricity bill, comprehensive business, etc.; combine the actual business to select two characteristics of customer level and business type to generate multiple queues; for example figure 2 As shown, a 2*2-level partial order relationship is established, 4 queues are generated, and the business urgency level is set to two levels, of which i.e. B 1 Class business urgency is higher than B 2 business; taking the act...

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Abstract

The invention discloses an intelligent scheduling method of an online customer service system, which comprises the steps of constructing a multi-priority customer queue according to customer characteristics, and establishing a corresponding relationship between a scheduling strategy and a system state. The scheduling process comprises the steps of firstly, assigning customers in a time sequence queue of the customer service system to corresponding characteristic sub-queues in multiple queues according to the customer characteristics; extracting the head customer of each sub-queue, and selecting the scheduled customer according to the priority of the sub-queues and the waiting time of the customers; judging the state of the online customer service system, and selecting a proper scheduling strategy according to the system state; and finally, selecting a customer service agent to be allocated to the customer according to the selected scheduling strategy. According to the invention, the average waiting time of customers can be reduced, the reasonable distribution of customer service agents is realized, and the load balance among the customer service agents is realized, so that the service quality and the working efficiency of the online customer service system are improved, and the customer satisfaction is improved.

Description

technical field [0001] The invention relates to the technical field of system resource allocation and intelligent scheduling, and in particular to an intelligent scheduling method for an online customer service system. Background technique [0002] With the rapid development of science and technology, the ways of providing services to customers in various industries are not limited to telephone calls, and online customer service systems relying on information retrieval and Internet technology have emerged as the times require. The online customer service system uses the browser webpage as the carrier, and uses Internet technology to provide instant messaging service for the visitors of the enterprise website. comminicate. The online customer service system adopts a one-to-many service mode, that is, one customer service personnel can serve multiple customers at the same time. Relying on one-to-many and robot interaction can greatly reduce the time for customers to wait for...

Claims

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Application Information

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IPC IPC(8): H04M3/523
CPCH04M3/5232H04M3/5233H04M3/5234
Inventor 邹云峰邓君华徐超贾静
Owner STATE GRID JIANGSU ELECTRIC POWER CO ELECTRIC POWER RES INST
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