A method for reducing the high proportion of driver dialing in the passenger line of online car-hailing platform

Abstract

The present invention discloses a method for reducing the high proportion of calls made by drivers in the passenger line of an online car-hailing platform, comprising the following steps: prior judgment: when a call comes in, it is judged whether the incoming call in the passenger line is from the driver; in-process processing: a customer service staff answers the call, records the reason for the incoming call, records the driver's phone number in a driver incoming call table, and updates it synchronously in real time; post-communication: it is judged whether the incoming driver has completed orders in the time period before the incoming call. The present invention is applicable to the technical field of online car-hailing, and through methods such as prior judgment, in-process processing and post-event reminder, the high proportion of calls made by drivers in the passenger line is reduced, passenger consultation issues can be handled better and more timely, passenger complaints can be reduced, and drivers can be prevented from repeatedly calling the passenger line to solve problems. Through intelligent interception and judgment of the driver's phone number, the situation of calls made by drivers in the passenger line is intercepted, and the customer service is reduced from picking up these calls, thereby reducing customer service costs.

Description

Technical Field

[0001] The present invention belongs to the technical field of online car-hailing, and specifically is a method for reducing the high proportion of driver dialing in the passenger line of the online car-hailing platform. Background Art

[0002] As online ride-hailing becomes a daily routine, the number of users of online ride-hailing platforms is also increasing, and a certain amount of calls are generated every day. At present, the top inquiry question among passengers is about drivers’ inquiries about orders. Most of the passenger lines are occupied by calls from drivers, and the driver-only line provided by the platform for consultation has not produced the expected effect.

[0003] The existing passenger line entry process is as follows:

[0004] 1. Incoming telephone line.

[0005] 2. The customer service staff will answer the call, ask about the inquiry and record the reason for the call. If the driver calls the passenger line to inquire about the order, the customer service staff will instruct the driver to call the driver hotline to resolve the issue. If the call lasts more than 15 seconds, a customer service fee will be incurred.

[0006] 3. Solve the problem or end the call.

[0007] There are many unreasonable aspects in the existing process. For example, after the call is connected, the driver is guided to call the driver's dedicated line. In fact, the fee has been incurred but the problem has not been solved. This should be avoided in advance or the driver should be transferred to the driver line instead of the passenger line before entering the line. Summary of the invention

[0008] The purpose of the present invention is to overcome the defects of the prior art and provide a method for reducing the high proportion of driver dialing in the passenger line of the online car-hailing platform.

[0009] To achieve the above object, the present invention adopts the following technical solutions:

[0010] A method for reducing the high proportion of driver calls in the passenger line of an online car-hailing platform, comprising the following steps:

[0011] Pre-judgment: When a call comes in, determine whether the call from the passenger line is from the driver;

[0012] In-process processing: The customer service staff answers the call, records the reason for the call, records the driver's phone number in the driver call table, and updates it in real time;

[0013] Post-event communication: Determine whether the driver who enters the line has completed any orders in the previous period of time.

[0014] Preferably, the prior judgment includes:

[0015] The judgment is made based on the driver's mobile phone number stored in the driver call record table. If the driver's mobile phone number is not stored in the table, the customer service can be directly connected. If the driver's mobile phone number is stored in the table, the intelligent voice is set before the connection is made.

[0016] Preferably, the intelligent voice is: Do you want to consult about the driver? If you want to consult about the driver, please call the driver line; if you want to consult about the passenger, please reply 1.

[0017] Preferably, it also includes:

[0018] After receiving reply 1, the call will be transferred to manual customer service.

[0019] Preferably, it also includes:

[0020] When the driver's incoming call table is updated in real time, the driver's mobile phone number is first judged to see if the number already exists. If the driver's mobile phone number does not exist, the number is added to the table to be used to determine whether the call is made by the driver next time. If the number already exists, it is necessary to check whether the system interface is normal to avoid a bug.

[0021] Preferably, the post-event communication includes:

[0022] It is determined whether the incoming driver has completed orders in the time period before the incoming call. If there is a record of completed orders in the time period before the incoming call, the calls of drivers who come in later will be intelligently intercepted, that is, a direct reminder to call the driver line to ask questions about the driver. After the call ends, the call cannot be dialed in the time period before the incoming call. If there is no record of completed orders in the time period before the incoming call, a text message or push notification will be sent to remind you that you can call again.

[0023] In summary, due to the adoption of the above technical solution, the beneficial effects of the present invention are:

[0024] In the present invention, through methods such as pre-judgment, in-process processing and post-event reminder, the high frequency of drivers making phone calls in the passenger line is reduced, passenger consultation issues can be handled better and more timely, passenger complaints can be reduced, and the driver can be prevented from making multiple calls to the passenger line to solve the problem.

[0025] In the present invention, by intelligently intercepting and judging the driver's phone number, the driver's calls in the passenger line are intercepted, and the customer service is reduced to answer these calls, thereby reducing the customer service cost.

[0026] In the present invention, after-the-fact SMS and push reminders are added, and multiple low-cost notification methods are used to reduce the damage caused by the driver's call to the passenger line not being connected. It also helps to cultivate the driver's habit of calling the dedicated driver line and improve the time to solve the driver's problem. BRIEF DESCRIPTION OF THE DRAWINGS

[0027] Figure 1It is a flow chart of a method for reducing the high proportion of driver calls in the passenger line of an online car-hailing platform according to the present invention. DETAILED DESCRIPTION

[0028] The following is combined with Figure 1 , further illustrating a specific implementation method of the present invention for reducing the high proportion of driver dialing in the passenger line of the online car-hailing platform. The present invention is not limited to the description of the following embodiments.

[0029] Embodiment 1:

[0030] This embodiment provides a specific implementation method of a method for reducing the high proportion of driver calls in the passenger line of the online car-hailing platform, such as Figure 1 As shown, the following steps are included:

[0031] Pre-judgment: When a call comes in, determine whether the call from the passenger line is from the driver;

[0032] In-process processing: The customer service staff answers the call, records the reason for the call, records the driver's phone number in the driver call table, and updates it in real time;

[0033] Post-event communication: Determine whether the driver who enters the line has completed any orders in the previous period of time.

[0034] Further, prior judgment includes:

[0035] The judgment is made based on the driver's mobile phone number stored in the driver call record table. If the driver's mobile phone number is not stored in the table, the customer service can be directly connected. If the driver's mobile phone number is stored in the table, the intelligent voice is set before the connection is made.

[0036] Furthermore, the intelligent voice is: Do you want to ask questions about the driver? If you want to ask questions about the driver, please call the driver's line. If you want to ask questions about the passengers, please reply 1.

[0037] Furthermore, it also includes:

[0038] After receiving reply 1, the call will be transferred to manual customer service.

[0039] Furthermore, it also includes:

[0040] When the driver's incoming call table is updated in real time, the driver's mobile phone number is first judged to see if the number already exists. If the driver's mobile phone number does not exist, the number is added to the table to be used to determine whether the call is made by the driver next time. If the number already exists, it is necessary to check whether the system interface is normal to avoid a bug.

[0041] Further, post-event communication includes:

[0042] Determine whether the incoming driver has completed orders in the time period before the call (set by customer service). If there is a record of completed orders in the time period before the call, the calls of drivers who come in later will be intelligently intercepted, that is, a direct reminder to call the driver line to ask questions about the driver. After the call ends, the call cannot be dialed in the time period before the call. If there is no record of completed orders in the time period before the call, a text message or push notification will be sent to remind you that you can call again.

[0043] Principle: Figure 1 As shown, first, when a call comes in, it is determined in advance whether the passenger line call is from the driver, and the driver's mobile phone number stored in the driver call record table is used for judgment. If it is not the driver's mobile phone number stored in the table, the customer service can be directly connected. If it is the driver's mobile phone number stored in the table, an intelligent voice is set before the call is connected: "Do you want to consult about the driver? If you want to consult about the driver, please call XXX driver line. If you want to consult about the passenger, please reply 1." After replying 1, the call is transferred to the manual customer service. It can be intercepted in advance to reduce the cost of customer service connection.

[0044] Then, the customer service staff will answer the call and record the reason for the call. Previously, only the reason for the passenger's call was recorded. Now, in addition to recording the reason for the call, the driver's phone number will be recorded in the driver's call table, which will be updated in real time by the R&D staff. When updating the driver's call table, you need to first determine whether the driver's mobile phone number already exists. If the driver's mobile phone number does not exist, add the number to the table to determine whether it is the driver who called next time. If the number already exists, you need to check whether the system interface is normal, otherwise it is a bug.

[0045] Finally, generally, the problem will not be processed after it is solved or the call is over. Now, it is necessary to determine whether the incoming driver's phone has completed an order in the past XX hours. If there is a record of completing an order in the past XX hours before the call, the driver's phone that comes in later will be intelligently blocked, that is, a direct reminder to call the driver line to ask the driver and other questions. After the call ends, the call cannot be dialed within XX hours. (The interception of incoming calls within XX hours of completing an order can be configured by customer service). If there is no record of completing an order in the past XX hours before the call, a text message or push notification will be sent to remind you that you can call again.

[0046] The above contents are further detailed descriptions of the present invention in combination with specific preferred embodiments, and it cannot be determined that the specific implementation of the present invention is limited to these descriptions. For ordinary technicians in the technical field to which the present invention belongs, several simple deductions or substitutions can be made without departing from the concept of the present invention, which should be regarded as falling within the protection scope of the present invention.

Claims

1. A method for reducing the high proportion of driver calls in the passenger line of an online car-hailing platform, characterized in that: The following steps are involved: Pre-judgment: When a call comes in, determine whether the call from the passenger line is from the driver; In-process processing: The customer service staff answers the call, records the reason for the call, records the driver's phone number in the driver call table, and updates it in real time; Post-event communication: Determine whether the incoming driver has completed orders in the previous period; The prior judgment includes: The judgment is made based on the driver's mobile phone number stored in the driver call record table. If the driver's mobile phone number is not stored in the table, the customer service can be directly connected. If the driver's mobile phone number is stored in the table, the intelligent voice is set before the connection; The intelligent voice is: Do you want to ask questions about the driver? If you want to ask questions about the driver, please call the driver line. If you want to ask questions about passengers, please reply 1. Also includes: After receiving reply 1, the call will be transferred to manual customer service; Also includes: When updating the driver call table in real time, first check the driver's mobile phone number to see if it already exists. If it does not exist, add it to the table to determine whether it is the driver who called next time. If it already exists, check whether the system interface is normal to avoid a bug. The post-event communication includes: It is determined whether the incoming driver has completed orders in the time period before the incoming call. If there is a record of completed orders in the time period before the incoming call, the calls of drivers who come in later will be intelligently intercepted, that is, a direct reminder to call the driver line to ask questions about the driver. After the call ends, the call cannot be dialed in the time period before the incoming call. If there is no record of completed orders in the time period before the incoming call, a text message or push notification will be sent to remind you that you can call again.

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