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Customer service message forwarding method and device

A technology of customer service message and forwarding method, applied in the computer field, can solve problems such as low processing efficiency of customer service messages, and achieve the effect of solving low processing efficiency and improving processing efficiency

Pending Publication Date: 2021-01-01
微民保险代理有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] This application provides a method and device for forwarding customer service messages, so as to at least solve the technical problem of low processing efficiency of customer service messages in the related art

Method used

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  • Customer service message forwarding method and device
  • Customer service message forwarding method and device
  • Customer service message forwarding method and device

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Embodiment Construction

[0066] In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiment of the application will be clearly and completely described below in conjunction with the accompanying drawings in the embodiment of the application. Obviously, the described embodiment is only It is an embodiment of a part of the application, but not all of the embodiments. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts shall fall within the scope of protection of this application.

[0067] It should be noted that the terms "first" and "second" in the description and claims of the present application and the above drawings are used to distinguish similar objects, but not necessarily used to describe a specific sequence or sequence. It is to be understood that the data so used are interchangeable under appropriate circumstances such...

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PUM

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Abstract

The invention relates to a customer service message forwarding method and device, and the method comprises the steps: obtaining a to-be-forwarded target customer service message which carries a targetscene code used for indicating a customer service scene of initiating the target customer service message; determining a target customer service system corresponding to the target scene code from a plurality of customer service systems accessing a customer service management system; and forwarding the target customer service message to the target customer service system. According to the method,the low customer service message processing efficiency is solved.

Description

technical field [0001] The present application relates to the field of computers, in particular to a method and device for forwarding customer service messages. Background technique [0002] Due to the continuous expansion and integration of network business, service agency platforms (such as: insurance agency platform, investment agency platform, shopping agency platform, consulting agency platform, etc.) …) problems to be served by different types of customer service agents or intelligent robots. The customer service agent systems or gateways on the market have too single access channels and cannot effectively support multi-service party access. They can only access their own agent systems through private protocols, which are relatively closed and cannot realize multiple common services. In the case of collaborative service customers, the processing process of customer service messages is extremely inefficient, unable to meet customer needs, and it is likely to cause cust...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/08H04L12/58
CPCH04L51/02H04L67/141H04L67/566
Inventor 宿磊郭爵钰
Owner 微民保险代理有限公司