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Information cooperative processing method, device and system

A technology of collaborative processing and associated information, applied in the computer field, can solve problems such as declining customer satisfaction

Pending Publication Date: 2020-10-27
ALIBABA GRP HLDG LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Under the existing service mode, when an ordinary agent encounters a problem that cannot be solved by himself in the process of serving customers, he needs to raise his hand on the spot to signal the monitor agent to come over to help solve the problem. In actual work, the number of monitor agents It should be much lower than the number of common seats. Therefore, when the number of common seats with problems is greater than the number of monitor seats, there will be common pairs of seats that need to wait in line, and the customers they serve also need to wait, resulting in Customer satisfaction drops

Method used

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  • Information cooperative processing method, device and system
  • Information cooperative processing method, device and system
  • Information cooperative processing method, device and system

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Embodiment Construction

[0035] Exemplary embodiments of the present invention will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present invention are shown in the drawings, it should be understood that the invention may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided for more thorough understanding of the present invention and to fully convey the scope of the present invention to those skilled in the art.

[0036] The information collaborative processing method provided by the embodiment of the present invention, when applied to the customer service system, can provide an online communication platform for the first-line service personnel (ordinary seats) and the second-line service personnel (squad leader seats), and the first-line service personnel pass a The first-level server initiates a collaborative processing request, and the second-line serv...

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Abstract

The invention discloses an information cooperative processing method, device and system, relates to the technical field of computers, and mainly aims to quickly respond to problems proposed by front-line service personnel and improve customer satisfaction. According to the main technical scheme, the method comprises the steps that a cooperative processing request initiated by a first-level serveris received, the cooperative processing request is used for requesting to be connected with a second-level server so that the second-level server can assist the first-level server in processing problem information, and the problem information is information generated when the first-level server serves a target object; a secondary server accepting the cooperative processing request is determined; and the cooperative connection is established between the second-level server and a first-level server corresponding to the cooperative processing request, so that the second-level server sends a processing result of problem information to the first-level server through the cooperative connection.

Description

technical field [0001] The present invention relates to the field of computer technology, in particular to an information collaborative processing method, device and system. Background technique [0002] The customer service system is developed around the service. Its core concept is customer satisfaction and customer loyalty. It promotes mutually beneficial exchanges by obtaining customer satisfaction and loyalty, and finally realizes the improvement of marketing performance. The current customer service system mainly includes automatic voice response and manual agent response. Customers can choose automatic voice response and manual agent response according to their own needs. The common system process is to first access automatic voice response. If the user cannot pass After the automatic voice response gets the desired answer, it can be transferred to a human seat to answer, and a professional business agent will provide one-on-one service to the customer. [0003] At p...

Claims

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Application Information

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IPC IPC(8): G06F16/9536
CPCG06F16/9536
Inventor 占利军黄佳东王淑丽任亚龙郑耿彬周旭罗琪倪兆荣
Owner ALIBABA GRP HLDG LTD
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