Call center customer intelligent queuing system and method based on big data

Abstract

The invention discloses a call center customer intelligent queuing system and method based on big data, and belongs to the technical field of intelligent queuing. The method comprises the following steps that 1, a call center records consultation information published by a client through various channels into a call center database, and the call center database inquires basic information of the client, personal information of the client, historical solved problems and historical unsolved problems according to related information displayed on the consultation channels by the client; 2, analyzing dominant factors of historical unsolved problems of clients based on a fault tree analysis method; 3, judging whether historical unsolved problems of the customer can be smoothly processed or not according to an analysis result in the step 2 in combination with customer basic information and customer personal information change conditions; and 4, predicting the type of the customer consultation information based on the customer basic information, the customer personal information, the historical solved problems and the historical unsolved problems.

Description

technical field [0001] The invention relates to the technical field of intelligent queuing, in particular to a system and method for intelligent queuing of call center customers based on big data. Background technique [0002] With the continuous development of communication technology, the scale of call centers is increasing day by day. At this stage, there are not a few call centers with thousands of seats in China. The volume of voice data generated every day is unimaginable, which belongs to typical unstructured "big data". . [0003] When the existing call center arranges customers to wait in line, the customer queuing sequence is only determined by the customer consultation time. When the customer issues a consultation without certain conditions, the artificial seat needs to guide the customer to supplement the corresponding information before handling the customer consultation problem. The process consumes a lot of time for the artificial agent and does not require w...

AI Technical Summary

Problems solved by technology

[0003] When the existing call center arranges customers to wait in line, the customer queuing sequence is only determined by the customer consultation time. When the customer issues a consultation without certain conditions, the artificial seat needs to guide the customer to supplement the corresponding information before handling the customer consultation problem. The process consumes a lot of time for the artificial agent and does not require work skills, thereby reducing the work efficiency of the artificial agent, and when the artificial agent handles the problem for the customer, because the type of the customer's inquiry is not clear in advance, and the processing time of the artificial agent cannot be predicted, resulting in The connected artificial agents cannot answer customer questions, and need to be transferred to other artificial agents and queue again, or the processing time of an artificial agent for a single problem is too long, which increases customer queuing time, reduces the service efficiency of the call center, and cannot realize intelligent robots Work with artificial agents to answer customer inquiries. When artificial agents are in a rest state, the call center will not be able to operate normally, and thus cannot realize 7×24 hours of intelligent service in the call center

Images