Customer service session request processing method and device and electronic equipment

A technology of conversation request and processing method, which is applied in the computer field, can solve the problems of increasing the difficulty of agent service quality, increasing the cost of agent training, and high requirements for the professional level of agent personnel, so as to reduce training costs, reduce professional level requirements, and improve effect of difficulty

Inactive Publication Date: 2021-01-05
CHINA CITIC BANK
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  • Abstract
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  • Claims
  • Application Information

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Problems solved by technology

[0003] In the existing method, the agents need to be familiar with a large amount of business knowledge in order to solve various problems that customers may raise. The requirements for the professional level of the agents are relatively

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  • Customer service session request processing method and device and electronic equipment
  • Customer service session request processing method and device and electronic equipment
  • Customer service session request processing method and device and electronic equipment

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Embodiment Construction

[0059] Embodiments of the present application are described in detail below, examples of which are shown in the drawings, wherein the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary only for explaining the present application, and should not be construed as limiting the present invention.

[0060] Those skilled in the art will understand that unless otherwise stated, the singular forms "a", "an", "said" and "the" used herein may also include plural forms. It should be further understood that the word "comprising" used in the specification of the present application refers to the presence of the features, integers, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, Integers, steps, operations, elements, components, and / or groups thereof. It will be u...

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Abstract

The embodiment of the invention provides a customer service session request processing method and device and electronic equipment. The method comprises the following steps: acquiring a session requestqueue to be processed; determining a target session request queue meeting a preset waiting condition from the session request queues, wherein the session request queue comprises session requests of clients with the same session priority; allocating a target agent to any target session request queue from agents in an idle state, the target agent corresponding to the session priority of any targetsession request queue, wherein the session priority of the target session request queue is higher than that of any target session request queue in all target session request queues corresponding to the target agent; and processing the session request located at the first place in any one target session request queue through the target agent. Based on the scheme, the requirement for the service level of agent personnel can be lowered, differentiated services can be provided for users conveniently, and the service quality of the users can be improved.

Description

technical field [0001] The present application relates to the field of computer technology, and in particular, the present application relates to a method, device and electronic equipment for processing a customer service session request. Background technique [0002] In the banking system, customer service agent positions are generally set up to provide users with dialogue consultation or online text consultation services. At present, in most customer service systems, the queue order of customers is determined according to the time when the customer's session request is received, and agents are dispatched to provide services to customers according to the principle of first-come-first-served. [0003] In the existing method, the agents need to be familiar with a large amount of business knowledge in order to solve various problems that customers may raise. The requirements for the professional level of the agents are relatively high, which increases the training cost of the ...

Claims

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Application Information

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IPC IPC(8): H04M3/523G06Q40/02
CPCG06Q40/02H04M3/523H04M3/5232
Inventor 岑鹏涛彭炯瑜杨耿
Owner CHINA CITIC BANK
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