Unlock instant, AI-driven research and patent intelligence for your innovation.

Automatic order sending method and system for complaint service request

A service request and automatic dispatch technology, which is applied in business, instrumentation, data processing applications, etc., can solve problems such as wasting time and resources, and achieve the effect of saving time and resources

Active Publication Date: 2020-06-26
CHINA MOBILE GRP HENAN CO LTD
View PDF11 Cites 2 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, the two methods provided by the existing technology require a special process of manual selection of background technical support personnel
Because the selection of background support personnel is not a simple task, it is necessary to understand the business technical fields that the background support personnel are good at, and combine the complaint content of the work order to select the background support personnel, which will waste a lot of time and resources

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Automatic order sending method and system for complaint service request
  • Automatic order sending method and system for complaint service request
  • Automatic order sending method and system for complaint service request

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0026] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are the Some, but not all, embodiments are invented. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0027] At present, the prior art mostly adopts manual order dispatching or work order pooling when allocating work orders for complaint service requests.

[0028] But the order dispatching mode of prior art can cause following problem: 1, waste human resources. Taking the 10086 customer service system as an example, in the manual order dispatching method, a special ord...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

The embodiment of the invention provides an automatic order sending method and system for a complaint service request. The method comprises the steps: recognizing complaint keywords in the complaint service request; matching the complaint keyword in a preset complaint template library, and determining a target template from the complaint template library; and sending the complaint service requestto background support personnel corresponding to the target template. According to the complaint service request automatic order sending method and system provided by the embodiment of the invention,the traditional manual order sending workflow is changed, the orders are automatically sent to the most suitable background support personnel by analyzing the complaint keywords, and the time and resources are saved.

Description

technical field [0001] The embodiments of the present invention relate to the technical field of mobile communication service support, and in particular to a method and system for automatically dispatching orders for complaint service requests. Background technique [0002] The current customer service system complains about the distribution of service request work orders, and most of them use manual order dispatching or work order pooling. [0003] Take 10086 customer service system as an example, figure 1 It is a schematic diagram of the manual dispatching method provided by the prior art, such as figure 1 As shown, the manual dispatch method is that after receiving the complaint service request work order, the customer service personnel at the front desk 10086 search and select background technicians, and then dispatch the order. Also take the 10086 customer service system as an example, figure 2 It is a schematic diagram of the work order pool method provided by the ...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q30/00
CPCG06Q10/06311G06Q30/016
Inventor 张明富
Owner CHINA MOBILE GRP HENAN CO LTD