Intelligent care system and intelligent customer care methods

Abstract

A smart customer care system includes a storage unit and a processing unit electrically connected thereto. The processing unit receives a call waiting / hang-up record for a customer from a call answering system. Based on a text customer service scheduling system and a customer's historical text customer service call records, the processing unit generates an estimated text customer service manpower sufficiency for a first predetermined time period. The processing unit determines whether the estimated text customer service manpower sufficiency exceeds a text customer service manpower sufficiency threshold. If the determination is yes, the processing unit sends a text customer service care message to a client electronic device operated by the customer via a digital platform system, based on the call waiting / hang-up record. The text customer service care message includes a text customer service URL for connecting to the text customer service system.

Description

Technical Field

[0001] This invention relates to a system, and more particularly to a system for caring for customers who have not been reached after making a customer service call. Prior Technology

[0002] In daily customer service center operations, customers often have to wait for a period of time during peak call hours before being connected to a customer service representative. During peak hours, customers frequently hang up due to impatience, which not only affects service satisfaction but also damages the company's image. Therefore, how to develop a new system that can care for impatient customers who hang up and guide them to receive service is the topic this new approach will further explore. Summary of the Invention

[0003] Therefore, the purpose of this invention is to provide an intelligent care system.

[0004] Another object of the present invention is to provide an intelligent customer care method.

[0005] Therefore, the intelligent care system of the present invention is suitable for communicating with a call center system and a digital platform system. The call center system stores text-based customer service scheduling data and a history of customer call history. The intelligent care system includes a storage unit and a processing unit. The processing unit is electrically connected to the storage unit.

[0006] The processing unit receives a call waiting hang-up record for a customer from the call answering system. The call waiting hang-up record includes a call time, customer identification information, and a customer phone number.

[0007] Based on the text customer service scheduling data and the customer's inbound text customer service history, the processing unit generates an estimated text customer service manpower surcharge for the next first scheduled time period.

[0008] The processing unit determines whether the estimated text customer service manpower surplus is greater than the text customer service manpower surplus threshold.

[0009] When the processing unit determines that the estimated text customer service manpower surplus is greater than the text customer service manpower surplus threshold, the processing unit sends a text customer service care message to a client electronic device operated by the customer through the digital platform system based on the call waiting hang-up record. The text customer service care message includes a text customer service URL for connecting to a text customer service system.

[0010] In some implementations, the call handling system also stores telephone customer service scheduling information and a record of customer incoming calls to customer service.

[0011] When the processing unit determines that the estimated text customer service manpower surcharge is not greater than the text customer service manpower surcharge threshold, the processing unit generates an estimated telephone customer service manpower surcharge for the next second predetermined time period based on the telephone customer service scheduling data and the customer's incoming telephone customer service history.

[0012] The processing unit determines whether the estimated telephone customer service manpower surplus is greater than a telephone customer service manpower surplus threshold.

[0013] When the processing unit determines that the estimated telephone customer service manpower surplus is greater than the telephone customer service manpower surplus threshold, the processing unit sends a telephone customer service care message to the client electronic device operated by the customer through the digital platform system based on the call waiting and hanging-up record. The telephone customer service care message includes a suggested call time.

[0014] In some implementations, the telephone customer service care message also includes a customer service appointment URL that links to a customer service appointment system.

[0015] In some implementations, the call handling system also stores multiple customer service call records, each of which includes a call time, customer identification information, and a customer phone number.

[0016] Before generating the estimated text customer service manpower availability, the processing unit determines whether the dialing time of one of the telephone customer service answering records is later than the dialing time of the telephone waiting hang-up record, and whether the customer identification information and customer phone number in the telephone customer service answering record match the customer identification information and customer phone number in the telephone waiting hang-up record.

[0017] When the processing unit determines that the dialing time of one of the telephone customer service answering records is later than the dialing time of the telephone waiting hang-up record, and the customer identification information and customer phone number in the telephone customer service answering record match the customer identification information and customer phone number in the telephone waiting hang-up record, the processing unit generates the estimated text customer service manpower surcharge.

[0018] The present invention provides an intelligent customer care method implemented through an intelligent care system. This intelligent care system is adapted to communicate with a call center system and a digital platform system. The call center system stores text-based customer service scheduling data and a customer's incoming text-based customer service history. The intelligent care system includes a storage unit and a processing unit. The method includes: the processing unit receiving a call waiting / hang-up record related to a customer from the call center system. The call waiting / hang-up record includes a call time, customer identification information, and a customer's phone number; the processing unit then processes the text-based customer service scheduling data and... The processing unit generates an estimated availability of text customer service manpower for the next first predetermined time period based on the customer's call history. The processing unit determines whether the estimated availability of text customer service manpower is greater than a threshold value. When the processing unit determines that the estimated availability of text customer service manpower is greater than the threshold value, the processing unit sends a text customer service care message to a client electronic device operated by the customer through the digital platform system based on the call hang-up record. The text customer service care message includes a text customer service URL for connecting to a text customer service system.

[0019] The advantages of this invention are as follows: The processing unit generates an estimated text customer service manpower surplus for the next first predetermined time period based on the text customer service scheduling data and the customer's text customer service call history. When the processing unit determines that the estimated text customer service manpower surplus exceeds a threshold value, it sends a text customer service care message to the customer's client-side electronic device via the digital platform system based on the call waiting and hanging-up records. This allows for care for customers who hang up due to impatience and guides them to receive service. Furthermore, the processing unit generates an estimated telephone customer service manpower surplus for the next second predetermined time period based on the telephone customer service scheduling data and the customer's telephone customer service call history. When the processing unit determines that the estimated telephone customer service manpower surplus exceeds a threshold value, it sends a telephone customer service care message to the customer's client-side electronic device via the digital platform system based on the call waiting and hanging-up records. This allows telephone customer service manpower to support text customer service when they are busy, further improving the quality of care and service. Simple Explanation of the Diagram

[0020] Other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, wherein: Figure 1 is a schematic diagram of the hardware connection relationship of an embodiment of the intelligent care system of the present invention; and Figure 2 is a flowchart of this embodiment. Implementation

[0021] Before the invention is described in detail, it should be noted that similar elements are represented by the same numbers in the following description.

[0022] Before this invention is described in detail, it should be noted that, unless otherwise defined, the term "electrically connected" in this patent specification refers to the "coupled" relationship between computer hardware (e.g., electronic systems, devices, apparatuses, units, components), and broadly refers to "wired electrical connections" achieved by physically connecting multiple computer hardware components through conductor / semiconductor materials, and "radio connections" that achieve wireless data transmission using wireless communication technologies (e.g., but not limited to wireless networks, Bluetooth, and electromagnetic induction). On the other hand, unless otherwise defined, the term "electrical connection" in this patent specification also broadly refers to "direct electrical connections" achieved by directly coupling multiple computer hardware components to each other, and "indirect electrical connections" achieved by indirectly coupling multiple computer hardware components through other computer hardware components.

[0023] Before this invention is described in detail, it should be noted that the term "unit" in this patent specification refers to computer hardware rather than software. For example, "processing unit 2" is used to represent computer hardware with data processing capabilities.

[0024] Referring to Figure 1, an embodiment of the intelligent care system 100 of the present invention is adapted to communicate with a call answering system 200 and a digital platform system 300. The intelligent care system 100 includes a storage unit 1 and a processing unit 2. The processing unit 2 is electrically connected to the storage unit 1. The intelligent care system 100 is implemented, for example, with one or more host computers or servers.

[0025] The call handling system stores one text-based customer service schedule, one customer call history in text-based customer service records, one telephone customer service schedule, one customer call history in telephone customer service records, and multiple telephone customer service call records. Each telephone customer service call record includes a call time, customer identification information, and a customer's phone number.

[0026] Referring to Figures 1 and 2, the steps performed by the intelligent care system 100 are described below. First, as shown in step S01, the processing unit 2 receives a call waiting and hanging-up record related to a customer from the call answering system 200. The call waiting and hanging-up record includes a call time, customer identification information, and a customer's phone number.

[0027] In this embodiment, the processing unit 2 compares the customer identification information and the customer phone number in the call waiting hang-up record with multiple pre-stored customer records. Only when it matches one of the customer records will step S02 be executed.

[0028] Next, as shown in step S02, the processing unit 2 determines whether the dialing time of one of the customer service call records is later than the dialing time of the call waiting to be hung up record, and whether the customer identification information and customer phone number in the customer service call record match the customer identification information and customer phone number in the call waiting to be hung up record. If yes, the process ends; otherwise, step S03 is executed. Thus, if the customer has called again and been answered by a customer service representative, the process ends to avoid disturbing the customer with subsequent steps.

[0029] Step S03 is as follows: When processing unit 2 determines that the dialing time of one of the telephone customer service answering records is later than the dialing time of the telephone waiting hang-up record, and the customer identification information and customer phone number in the telephone customer service answering record match the customer identification information and customer phone number in the telephone waiting hang-up record, processing unit 2 generates an estimated text customer service manpower surcharge for the next first predetermined time period (e.g., the next 2 hours) based on the text customer service scheduling data and the customer's incoming text customer service history records. It should be noted that the customer's incoming text customer service history records show peak and off-peak periods to improve the accuracy of the estimation.

[0030] Next, as shown in step S04, the processing unit 2 determines whether the estimated text customer service manpower surplus is greater than a text customer service manpower surplus threshold. If yes, then step S05 is executed; otherwise, step S06 is executed.

[0031] Step S05 involves the processing unit 2 determining that the estimated text customer service manpower availability exceeds the text customer service manpower availability threshold. Based on the call hang-up record, the processing unit 2 sends a text customer service concern message to the client electronic device operated by the customer via the digital platform system 300. This text customer service concern message includes a text customer service URL for linking to a text customer service system. The digital platform system 300 sends the text customer service concern message, for example, by sending an instant messaging message to the customer through the "LINE Business" service or by sending an SMS message. This allows the system to care for the customer and allow them to access the text customer service system through the text customer service URL to receive service.

[0032] Step S06 is when the processing unit 2 determines that the estimated text customer service manpower surcharge is not greater than the text customer service manpower surcharge threshold, the processing unit 2 generates an estimated telephone customer service manpower surcharge for the next second predetermined time period (e.g., the next 2 hours) based on the telephone customer service scheduling data and the customer's incoming telephone customer service history.

[0033] Next, as shown in step S07, the processing unit 2 determines whether the estimated telephone customer service manpower surplus is greater than a telephone customer service manpower surplus threshold. If not, the process ends; if so, step S08 is executed.

[0034] Step S08 involves the processing unit 2 determining that the estimated telephone customer service manpower surplus exceeds the telephone customer service manpower surplus threshold. Based on the call hang-up record, the processing unit 2 sends a telephone customer service care message to the client electronic device operated by the customer via the digital platform system 300. This message includes a suggested call time and a customer service appointment URL for linking to a customer service appointment system. The digital platform system 300 sends the telephone customer service care message, for example, via instant messaging through the "LINE Business" service or via SMS. This allows the system to care for the customer and enable them to access the customer service appointment system through the appointment URL to schedule a service appointment.

[0035] In summary, the intelligent care system 100 of this invention, through the processing unit 2, generates an estimated surplus of text customer service manpower for the upcoming first predetermined time period based on the text customer service scheduling data and the customer's text customer service call history. When the processing unit 2 determines that the estimated surplus of text customer service manpower exceeds a threshold value, the processing unit 2 sends a text customer service care message to the customer's client-side electronic device via the digital platform system 300 based on the call hang-up record. This allows the system to care for customers who hang up due to impatience and guide them to receive service. Furthermore, through... The processing unit 2 generates the estimated telephone customer service manpower slack for the next second predetermined time period based on the telephone customer service scheduling data and the customer's incoming telephone customer service history records. When the processing unit 2 determines that the estimated telephone customer service manpower slack is greater than the telephone customer service manpower slack threshold, the processing unit 2 sends the telephone customer service care message to the customer's client electronic device via the digital platform system 300 based on the call waiting hang-up record. This allows telephone customer service manpower to support the customer when text customer service manpower is busy, thereby further improving the quality of care and service. Therefore, the purpose of the present invention can indeed be achieved.

[0036] However, the above description is merely an embodiment of the present invention and should not be construed as limiting the scope of the present invention. Any simple equivalent changes and modifications made in accordance with the scope of the patent application and the contents of the patent specification of the present invention shall still fall within the scope of the patent of the present invention.

[0037] 100: Intelligent Care System 1: Storage unit 2: Processing Unit 200: Call Answering System 300: Digital Platform System S01~S08: Steps

Claims

1. An intelligent customer service system suitable for communicating with a call center system and a digital platform system, wherein the call center system stores text customer service scheduling data, a customer call history record for text customer service, a telephone customer service scheduling data, and a customer call history record for telephone customer service, the intelligent customer service system comprising: a storage unit; and a processing unit electrically connected to the storage unit; the processing unit receiving from the call center system a call waiting-to-hang-up record for a customer, the call waiting-to-hang-up record including a call time, customer identification information, and a customer phone number; the processing unit generating an estimated text customer service manpower surcharge for a first predetermined time period based on the text customer service scheduling data and the customer call history record for text customer service; and the processing unit determining whether the estimated text customer service manpower surcharge is greater than a text customer service manpower surcharge threshold. When the processing unit determines that the estimated text customer service manpower availability is greater than the text customer service manpower availability threshold, the processing unit sends a text customer service care message to the customer's client electronic device via the digital platform system based on the call waiting hang-up record. The text customer service care message includes a text customer service URL for linking to a text customer service system. When the processing unit determines that the estimated text customer service manpower availability is not greater than the text customer service manpower availability threshold, the processing unit generates an estimated telephone customer service manpower availability for the next second predetermined time period based on the telephone customer service scheduling data and the customer's incoming call customer service history. The processing unit determines whether the estimated telephone customer service manpower availability is greater than a telephone customer service manpower availability threshold. When the processing unit determines that the estimated telephone customer service manpower availability is greater than the telephone customer service manpower availability threshold, the processing unit sends a telephone customer service care message to the customer's client electronic device via the digital platform system based on the call waiting hang-up record. The telephone customer service care message includes a suggested call time.

2. The intelligent care system as described in claim 1, wherein, The telephone customer service message also includes a customer service appointment URL that links to a customer service appointment system.

3. The intelligent care system as described in claim 1, wherein, The call handling system also stores multiple customer service call records. Each customer service call record includes a call time, customer identification information, and a customer phone number. Before generating the estimated text customer service manpower surcharge, the processing unit determines whether the call time of one of the customer service call records is later than the call time of the call waiting to be hung up record, and whether the customer identification information and customer phone number in the customer service call record match the customer identification information and customer phone number in the call waiting to be hung up record. When the processing unit determines that there is no customer service call record whose call time is later than the call time of the call waiting to be hung up record, and that the customer identification information and customer phone number in the customer service call record do not match the customer identification information and customer phone number in the call waiting to be hung up record, the processing unit generates the estimated text customer service manpower surcharge.

4. A smart customer care method, implemented by a smart care system adapted to communicate with a call center system and a digital platform system, the call center system storing text customer service scheduling data, a customer's incoming text customer service history, a telephone customer service scheduling data, and a customer's incoming telephone customer service history, the smart care system comprising a storage unit and a processing unit, the method comprising: the processing unit receiving from the call center system a call waiting-to-hang-up record for a customer, the call waiting-to-hang-up record including a call time, customer identification information, and a customer's phone number; the processing unit generating an estimated text customer service manpower sufficiency for a next first predetermined time period based on the text customer service scheduling data and the customer's incoming text customer service history; the processing unit determining whether the estimated text customer service manpower sufficiency exceeds a text customer service manpower sufficiency threshold. When the processing unit determines that the estimated text customer service manpower availability is greater than the text customer service manpower availability threshold, the processing unit sends a text customer service care message to the customer's client electronic device via the digital platform system based on the call waiting hang-up record. The text customer service care message includes a text customer service URL for linking to a text customer service system. When the processing unit determines that the estimated text customer service manpower availability is not greater than the text customer service manpower availability threshold, the processing unit generates an estimated telephone customer service manpower availability for the next second predetermined time period based on the telephone customer service scheduling data and the customer's incoming call customer service history. The processing unit determines whether the estimated telephone customer service manpower availability is greater than a telephone customer service manpower availability threshold. And when the processing unit determines that the estimated telephone customer service manpower availability is greater than the telephone customer service manpower availability threshold, the processing unit sends a telephone customer service care message to the customer's client electronic device via the digital platform system based on the call waiting hang-up record. The telephone customer service care message includes a suggested call time.

5. The intelligent customer care method as described in claim 4, wherein, The telephone customer service message also includes a customer service appointment URL that links to a customer service appointment system.

6. The intelligent customer care method as described in claim 4, wherein, The call handling system also stores multiple customer service call records. Each customer service call record includes a call time, customer identification information, and a customer phone number. The method further includes: before generating the estimated text customer service manpower adequacy, the processing unit determines whether the call time of one of the customer service call records is later than the call time of the call waiting to be hung up record, and whether the customer identification information and customer phone number of the customer service call record match the customer identification information and customer phone number of the call waiting to be hung up record; and when the processing unit determines that there is no customer service call record whose call time is later than the call time of the call waiting to be hung up record, and whether the customer identification information and customer phone number of the customer service call record match the customer identification information and customer phone number of the call waiting to be hung up record, the processing unit generates the estimated text customer service manpower adequacy.

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