Express delivery call center abnormal incoming call detection method and system

A detection method and abnormal technology, applied in the field of information communication, can solve the problems of large manpower investment, inability to fully cover abnormal incoming call events, and low efficiency, so as to reduce labor costs, achieve comprehensive coverage, and save time

Pending Publication Date: 2021-11-16
SHANGHAI ZHONGTONGJI NETWORK TECH CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The purpose of the present invention is to provide a method and system for detecting abnormal incoming calls in express call centers, so as to solve the problems in the prior art that manual abnormal incoming data detection cannot fully cover abnormal incoming calls, large manpower investment, and low efficiency

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  • Express delivery call center abnormal incoming call detection method and system
  • Express delivery call center abnormal incoming call detection method and system
  • Express delivery call center abnormal incoming call detection method and system

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Embodiment Construction

[0039] Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numerals in different drawings refer to the same or similar elements unless otherwise indicated. The implementations described in the following exemplary examples do not represent all implementations consistent with the present invention. Rather, they are merely examples of apparatuses and methods consistent with aspects of the invention as recited in the appended claims.

[0040] figure 1 It is a schematic block diagram of a method for detecting abnormal incoming calls in an express call center according to an exemplary embodiment, as shown in figure 1 As shown, the method includes:

[0041] Step S1 finally obtains the abnormal data set based on the cloud call historical data, including three sub-steps:

[0042] Step S11 builds a historical express data set acc...

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Abstract

The invention relates to an express delivery call center abnormal incoming call detection method and system. The method comprises the steps: building a historical express delivery data set according to cloud call historical data, obtaining a normalized historical data set after preprocessing, and obtaining an abnormal data set after screening; establishing a real-time express data set according to cloud call real-time data, obtaining a normalized real-time data set after preprocessing, and obtaining a real-time outlier data set after outlier analysis; and identifying abnormal incoming data from the real-time outlier data set by referring to the abnormal data set. According to the technical scheme provided by the invention, automatic detection of the abnormal incoming call is realized, the labor cost is saved, the detection efficiency is improved, the probability of misjudgment events is reduced, the coverage rate of abnormal detection is greatly improved, and large-scale abnormal incoming call behaviors can be dealt with; and the abnormal incoming call can be detected and automatically processed in non-working time such as holidays and festivals, so that the overall service quality of the call center is ensured.

Description

technical field [0001] The invention relates to the technical field of information communication, in particular to a method and system for detecting abnormal incoming calls of an express call center. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively centralized place. Call centers usually use computer communication technology to handle telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time, and also have the calling number display, which can automatically assign incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information. [0003] The express call center is a dedicated call center for the logistics industry. The role played by express call centers in logistics companies generally includes: unified dispatching and unified management of branches all ov...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/9035G06Q10/08
CPCG06F16/9035G06Q10/08
Inventor 邱国兴张关举马磊乐爱华
Owner SHANGHAI ZHONGTONGJI NETWORK TECH CO LTD
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