A smart call distribution and wiring system for ETC nationwide call system

Abstract

This invention discloses an intelligent call distribution and connection system for the ETC nationwide call system, belonging to the field of highway transportation technology. It includes the following steps: S1, customer call in; S2, location identification; S3, issuer determination and subsequent steps. Through intelligent call distribution within the ETC nationwide call system, it can filter available caller ID resources across the entire network. Available caller IDs in all provinces can accept customer inquiries, achieving a nationwide network service and making rational use of caller ID resources. It enables integrated ETC nationwide customer service call services, seamlessly connecting with the national and provincial service systems. This effectively solves the problems of uneven numbers and skill levels of operators in different provinces, resulting in poor customer service experience and low efficiency, thus improving work efficiency and further enhancing the ETC customer service experience.

Description

Technical Field

[0001] This invention relates to the field of highway transportation technology, and more specifically, to an intelligent call distribution and wiring system for an ETC (Electronic Toll Collection) nationwide call system. Background Technology

[0002] ETC (Electronic Toll Collection) is a non-stop electronic toll collection system, also known as an automatic road toll collection system. It is a road toll collection method specifically used for toll roads, and is commonly found on highways, bridges or tunnels with toll policies, and some sections of city centers to alleviate urban traffic congestion. The national ETC customer service center was unveiled on December 10 in Zhengzhou Airport Economic Zone, Henan Province. At the same time, the national ETC service supervision hotline 95022 was launched for trial operation.

[0003] With the formation of a nationwide expressway network, the number of ETC customers has grown unprecedentedly, and the development of ETC business has shifted from regional to nationwide. However, the existing customer service systems in various provinces have been fragmented, resulting in inconsistent customer service levels and significant differences in service resources. There is an urgent need to build a unified national customer service system to provide the public with a unified service channel and to offer standardized, high-quality services. To this end, we propose an intelligent call distribution and connection system for the ETC nationwide call system. Summary of the Invention

[0004] 1. Technical problems to be solved

[0005] To address the problems existing in the prior art, the purpose of this invention is to provide an intelligent call distribution and reception system for the ETC nationwide call system. This system intelligently distributes incoming calls across the entire ETC network, filtering available call center resources. Any available call center in any province can accept customer inquiries, achieving a nationwide unified service network and making efficient use of call center resources. It also enables integrated ETC nationwide customer service call services, seamlessly connecting with both national and provincial service systems. This effectively solves the problems of uneven numbers and skill levels of call center operators in different provinces, resulting in poor customer service experience and low efficiency, thus improving work efficiency and further enhancing the ETC customer service experience.

[0006] 2. Technical Solution

[0007] To solve the above problems, the present invention adopts the following technical solution:

[0008] An intelligent call distribution and wiring system for the entire ETC (Electronic Toll Collection) network call system includes the following steps:

[0009] S1, Customer Inbound Call;

[0010] S2, Identify Location: Identify the province of origin based on the customer's incoming mobile phone number. If the customer selects "Yes", the call will be directly transferred to the issuing party's provincial agent. If the customer selects "No", proceed to S3.

[0011] S3, Determine the issuer: For customers who selected "No" in S2, match the reserved mobile phone number to determine the issuer. When the customer selects "Yes", determine the number of issuers. If there is a single issuer, directly transfer to the corresponding issuer's provincial seat. If there are multiple issuers, the customer is prompted to select an issuer via IVR. After the customer makes a selection, directly transfer to the corresponding issuer's provincial seat. If the customer selects "No", proceed to S4.

[0012] S4. For customers who selected "No" in S2, the IVR will ask if they are ETC users. If the customer selects "No", proceed to S5. If the customer selects "Yes", the IVR will ask again whether they are an individual user or a corporate user. Individual users should enter their reserved mobile phone number / ID number, and corporate users should enter their reserved mobile phone number / card number. If the customer enters the wrong number three times or does not enter anything, the IVR will continue to prompt the user to enter the information without calling the mobile phone location interface. After the input is completed, the issuer will be determined. If there is a single issuer, the user will be directly transferred to the corresponding provincial-level operator of the issuer. If there are multiple issuers, the IVR will prompt the customer to select an issuer. After the customer makes a selection, the user will be directly transferred to the corresponding provincial-level operator of the issuer. If the customer's waiting time exceeds the limit, they can press the * key to directly determine the mobile phone location of customers who cannot determine the issuer. If the location is confirmed, the user will be directly transferred to the corresponding provincial-level operator of the issuer. If the location is not confirmed, the user will be transferred to the ministerial-level operator of the Ministry Center.

[0013] For S5, for customers who are not ETC users in S4, the system directly determines the location of the mobile phone. Once the location is confirmed, the call is transferred directly to the provincial-level customer service center of the issuing authority. For customers whose location is not confirmed, the call is transferred to the ministerial-level customer service center of the Ministry.

[0014] As a preferred embodiment of the present invention, the system is used by central call center staff and call center staff in 30 provinces, and uses voice and online customer service functions.

[0015] As a preferred embodiment of the present invention, the central office staff in the system are used to support ETC issuance-related services nationwide, and the 30 provincial office staff use remote access mode to access the office system to support ETC-related services for card-issuing customers in their respective provinces. Furthermore, the central office staff and the remote office staff in each province all use the same office application system.

[0016] As a preferred embodiment of the present invention, the voice platform used in the system integrates existing voice platform products and is built using the Huawei voice platform.

[0017] As a preferred embodiment of the present invention, the system also includes an online customer service system. Customers can access the online customer service system by visiting the official website portal or the online customer service portal of the APP. The robot understands the user's semantics by using technologies such as natural language processing (NLP), user profiling, knowledge graph, machine learning (ML), and deep neural network (DNN) to answer the business questions raised by the user and select the most relevant answer from the robot's knowledge base. When a customer uses the robot to make a consultation, the robot will display a "solved" or "unsolved" label to the customer when it answers and provides a valid answer, which is used to collect data on the validity of the robot's answer.

[0018] As a preferred embodiment of the present invention, in the actual use of the manual service in the system, when there are no available seats in the province to provide services, the customer will be placed in a queue to wait in line, and the system will screen available seats across the entire network to answer the call.

[0019] As a preferred embodiment of the present invention, the system should follow the following rules:

[0020] 1) Seats in Province A will prioritize connecting to customers in their own province. When a seat in Province A is idle and there are no incoming calls from customers in their own province, it will be assigned to a customer from another province.

[0021] 2) Each province has its own independent queuing line. When customer A is transferred to province A, if the seats in province A are full, the customer will queue in province A for 30 seconds and the call will not be connected. If the call is not connected, the system will automatically transfer the customer to the backup seat group of the entire network. If there are available seats in the backup seat group of the entire network, the customer will be directly assigned a seat. If there are no available seats, the customer will be transferred back to province A to queue.

[0022] 3) If all the invoice operators are busy, the phone numbers transferred to the invoice operators by each province will not be transferred again; the call will be queued directly at the invoice operator's desk.

[0023] 4) When a customer dials 95022 using a landline number, if the customer enters the wrong number three times or does not enter it, the call will be transferred to the corresponding province based on the landline area code.

[0024] 5) If a customer who has been transferred to the queue in the corresponding province enters the wrong information three times or fails to enter any information, they will continue to queue in that province.

[0025] As a preferred embodiment of the present invention, the system includes several judgment requirements, as follows:

[0026] 1) If the interface access times out, the system will proceed to the next step by default. Finally, if the timeout is determined, the request will be transferred to the department's customer service center.

[0027] 2) When determining the issuer of a customer based on the location of the incoming call, if there are two issuers, the IVR will prompt the customer to select the issuer when the customer selects "yes".

[0028] 3) If a customer dials 95022 and enters the wrong information three times, or does not enter any information / is not an ETC customer / the issuing institution cannot be identified, the caller will directly enter the caller location determination process and be assigned to the issuing institution in the mobile phone's location. If there are two issuing institutions in the same province, the call will be randomly transferred.

[0029] 4) For green channel transfer calls or invoice transfer calls from various provinces, if the customer enters the wrong information three times or does not enter any information after entering the IVR, the IVR will continue to prompt the user to enter the information, without retrieving the mobile phone's location interface.

[0030] 5) If you are using a Hainan mobile number and dial 95022, skip the first step of asking if you want to consult the issuer in your province, and go directly to the second step to find the issuer in your province based on your mobile number.

[0031] 3. Beneficial effects

[0032] Compared with the prior art, the advantages of this invention are:

[0033] (1) This solution uses the ETC nationwide call system to intelligently allocate incoming calls and can filter available seat resources across the entire network. All available seats in each province can accept customer inquiries, realizing a nationwide network service and making reasonable use of seat resources.

[0034] (2) This solution can realize the integrated service of ETC customer service call across the entire network. The system can be seamlessly connected to the service systems at the national and provincial levels, thereby effectively solving the problems of uneven number and level of operators in different provinces, resulting in poor customer service experience and low service efficiency of ETC customers, improving work efficiency and further enhancing the customer service experience of ETC customers. Attached Figure Description

[0035] Figure 1 This is a flowchart illustrating the intelligent call distribution and connection system for the ETC nationwide call system of the present invention.

[0036] Figure 2 This is a system block diagram of an ETC nationwide call system intelligent call distribution and wiring system according to the present invention. Detailed Implementation

[0037] The technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only a part of the embodiments of the present invention, and not all of them. All other embodiments obtained by those skilled in the art based on the embodiments of the present invention without creative effort are within the scope of protection of the present invention.

[0038] In the description of this invention, it should be noted that the terms "upper," "lower," "inner," "outer," "top / bottom," etc., indicate the orientation or positional relationship based on the orientation or positional relationship shown in the accompanying drawings. They are used only for the convenience of describing the invention and for simplifying the description, and do not indicate or imply that the device or element referred to must have a specific orientation, or be constructed and operated in a specific orientation. Therefore, they should not be construed as limitations on the invention. Furthermore, the terms "first" and "second" are used for descriptive purposes only and should not be construed as indicating or implying relative importance.

[0039] To facilitate understanding of the invention, a more complete description of the invention will be given below with reference to the accompanying drawings. Preferred embodiments of the invention are shown in the drawings. However, the invention can be implemented in many different forms and is not limited to the embodiments described herein. Rather, these embodiments are provided to provide a thorough and complete understanding of the disclosure of the invention. It should be noted that when an element is considered to be "connected" to another element, it can be directly connected to the other element or there may be an intervening element present. Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention pertains. The terminology used herein in the description of the invention is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. The term "and / or" as used herein includes any and all combinations of one or more of the associated listed items.

[0040] Example:

[0041] Please see Figure 1-2 An intelligent call distribution and wiring system for the entire ETC network call system includes the following steps:

[0042] S1, Customer Inbound Call;

[0043] S2, Identify Location: Identify the province of origin based on the customer's incoming mobile phone number. If the customer selects "Yes", the call will be directly transferred to the issuing party's provincial agent. If the customer selects "No", proceed to S3.

[0044] S3, Determine the issuer: For customers who selected "No" in S2, match the reserved mobile phone number to determine the issuer. When the customer selects "Yes", determine the number of issuers. If there is a single issuer, directly transfer to the corresponding issuer's provincial seat. If there are multiple issuers, the customer is prompted to select an issuer via IVR. After the customer makes a selection, directly transfer to the corresponding issuer's provincial seat. If the customer selects "No", proceed to S4.

[0045] S4. For customers who selected "No" in S2, the IVR will ask if they are ETC users. If the customer selects "No", proceed to S5. If the customer selects "Yes", the IVR will ask again whether they are an individual user or a corporate user. Individual users should enter their reserved mobile phone number / ID number, and corporate users should enter their reserved mobile phone number / card number. If the customer enters the wrong number three times or does not enter anything, the IVR will continue to prompt the user to enter the information without calling the mobile phone location interface. After the input is completed, the issuer will be determined. If there is a single issuer, the user will be directly transferred to the corresponding provincial-level operator of the issuer. If there are multiple issuers, the IVR will prompt the customer to select an issuer. After the customer makes a selection, the user will be directly transferred to the corresponding provincial-level operator of the issuer. If the customer's waiting time exceeds the limit, they can press the * key to directly determine the mobile phone location of customers who cannot determine the issuer. If the location is confirmed, the user will be directly transferred to the corresponding provincial-level operator of the issuer. If the location is not confirmed, the user will be transferred to the ministerial-level operator of the Ministry Center.

[0046] For S5, for customers who are not ETC users in S4, the system directly determines the location of the mobile phone. Once the location is confirmed, the call is transferred directly to the provincial-level customer service center of the issuing authority. For customers whose location is not confirmed, the call is transferred to the ministerial-level customer service center of the Ministry.

[0047] Specifically, the system is used by central call center staff and call center staff in 30 provinces. It uses voice and online customer service functions, and this setup enables functions such as call transfer between call centers and transfer between the central government and various provinces.

[0048] Specifically, the central office staff in the system are used to support ETC issuance-related services nationwide, while the 30 provincial office staff use remote access mode to access the office system to support ETC-related services for card-issuing customers in their respective provinces. Furthermore, the central office staff and the remote office staff in each province all use the same office application system. This setup enables integrated connection functions and seamless integration of the central and provincial service systems.

[0049] Specifically, the voice platform used in the system integrates existing voice platform products and is built using Huawei's voice platform. The technology is mature, can be used directly, and is easy to operate.

[0050] Specifically, the system also includes an online customer service system. Customers can access the online customer service system through the official website portal or the online customer service portal in the APP. The robot uses technologies such as Natural Language Processing (NLP), user profiling, knowledge graphs, machine learning (ML), and deep neural networks (DNN) to understand the user's semantics when they ask business questions. It then selects the most relevant answer from the robot's knowledge base. When a customer uses the robot to make a consultation, and the robot answers and provides a valid answer, it will display a "solved" or "unsolved" label to the customer. This data is used to collect the validity of the robot's answers and facilitates the later maintenance and optimization of the robot.

[0051] Specifically, in actual use, when there are no available agents in the province to provide services, customers will be placed in a queue. The system will then select available agents from across the network to answer the call, thus shortening customer waiting time and improving work efficiency.

[0052] Specifically, the system should follow these rules:

[0053] 1) Seats in Province A will prioritize connecting to customers in their own province. When a seat in Province A is idle and there are no incoming calls from customers in their own province, it will be assigned to a customer from another province.

[0054] 2) Each province has its own independent queuing line. When customer A is transferred to province A, if the seats in province A are full, the customer will queue in province A for 30 seconds and the call will not be connected. If the call is not connected, the system will automatically transfer the customer to the backup seat group of the entire network. If there are available seats in the backup seat group of the entire network, the customer will be directly assigned a seat. If there are no available seats, the customer will be transferred back to province A to queue.

[0055] 3) If all the invoice operators are busy, the phone numbers transferred to the invoice operators by each province will not be transferred again; the call will be queued directly at the invoice operator's desk.

[0056] 4) When a customer dials 95022 using a landline number, if the customer enters the wrong number three times or does not enter it, the call will be transferred to the corresponding province based on the landline area code.

[0057] 5) If a customer who has been transferred to the queue in the corresponding province enters the wrong information three times or fails to enter any information, they will continue to queue in that province.

[0058] This setup prevents errors and ensures effective and high-quality work.

[0059] Specifically, the system includes several judgment requirements, as follows:

[0060] 1) If the interface access times out, the system will proceed to the next step by default. Finally, if the timeout is determined, the request will be transferred to the department's customer service center.

[0061] 2) When determining the issuer of a customer based on the location of the incoming call, if there are two issuers, the IVR will prompt the customer to select the issuer when the customer selects "yes".

[0062] 3) If a customer dials 95022 and enters the wrong information three times, or does not enter any information / is not an ETC customer / the issuing institution cannot be identified, the caller will directly enter the caller location determination process and be assigned to the issuing institution in the mobile phone's location. If there are two issuing institutions in the same province, the call will be randomly transferred.

[0063] 4) For green channel transfer calls or invoice transfer calls from various provinces, if the customer enters the wrong information three times or does not enter any information after entering the IVR, the IVR will continue to prompt the user to enter the information, without retrieving the mobile phone's location interface.

[0064] 5) If you are using a Hainan mobile number and dial 95022, skip the first step of asking if you want to consult the issuer in your province, and go directly to the second step to find the issuer in your province based on your mobile number.

[0065] This setting can further shorten waiting time, improve work efficiency, and enhance customer experience.

[0066] The above description is only a preferred embodiment of the present invention, but the scope of protection of the present invention is not limited thereto. Any equivalent substitutions or modifications made by those skilled in the art within the scope of the technology disclosed in the present invention, based on the technical solution and its improved concept, should be covered within the scope of protection of the present invention.

Claims

1. An intelligent distribution system of incoming calls of an ETC all-network calling system, characterized in that, It comprises the following steps: S1, the customer line; S2, identify the place of origin: according to the customer call mobile phone number to identify the home province, if the customer selects yes, it is directly transferred to the corresponding issuer provincial seat, if the customer selects no, it enters S3; S3, judge the issuer: for the customer selected no in S2, match the reserved mobile phone number to judge the issuer, when the customer selects yes, judge the number of issuers, when there is a single issuer, it is directly transferred to the corresponding issuer provincial seat, when there are multiple issuers, it is broadcasted through IVR to let the customer select the issuer, the customer selects, and then it is directly transferred to the corresponding issuer provincial seat, when the customer selects no, it enters S4; S4, for the customer selected no in S2, through IVR, ask the customer whether it is an ETC user, if the customer selects no, it enters S5, if the customer selects yes, it asks again through IVR whether it is a personal user or an enterprise user, the personal user inputs the reserved mobile phone number or the ID card number, the enterprise user inputs the reserved mobile phone number or the card number, if the customer inputs incorrectly for three times or does not input, the IVR continues to broadcast for the user, please input, does not call the mobile phone home interface, after the input is completed, judge the issuer, when there is a single issuer, it is directly transferred to the corresponding issuer provincial seat, when there are multiple issuers, it is broadcasted through IVR to let the customer select the issuer, the customer selects, and then it is directly transferred to the corresponding issuer provincial seat, when the customer waits for the expiration, press the * key, and directly judge the mobile phone home with the customer who cannot judge the issuer, after confirming the home, it is directly transferred to the corresponding issuer provincial seat, the customer who does not confirm the home is transferred to the department center department seat; S5, for the customer who is not ETC in S4, directly judge the mobile phone home, after confirming the home, it is directly transferred to the corresponding issuer provincial seat, the customer who does not confirm the home is transferred to the department center department seat.

2. The intelligent distribution system of incoming calls of the ETC system according to claim 1, characterized in that: The objects used by the system are the department center seat personnel and the provincial seat personnel, and the voice and online customer service functions are used.

3. The intelligent distribution system of incoming calls of the ETC network call system according to claim 2, characterized in that: The department center seat personnel in the system are used to support the national ETC issuance related services, the provincial seat personnel use the remote access mode to access the seat system to support the ETC related services of the card issuing customers in the province, and the department center seat personnel and the provincial remote seat personnel use the same set of seat application system.

4. The intelligent distribution system of incoming calls of the ETC system according to claim 1, characterized in that: The voice platform used in the system is to integrate the voice platform products in the prior art, and use the Huawei voice platform to build.

5. The intelligent distribution system of incoming calls of the ETC system according to claim 1, characterized in that: The system also includes an online customer service system, the customer opens the online customer service system through accessing the online portal or the APP online customer service entrance, the robot understands the user's semantic through natural language processing (NLP), user portrait, knowledge graph, machine learning (ML), deep neural network (DNN) and other technologies, and filters out the most suitable scene answer from the robot knowledge base, when the customer uses the robot for consultation, the robot answers and gives the effective answer, which will be displayed to the customer "solved, unsolved" mark, for collecting the data validity of the robot answer.

6. The intelligent incoming call distribution system of claim 1, wherein: In the actual use process of the system, when there is no idle agent in the province to provide service, the customer will be placed in the queue for queuing, and the system will screen idle agents in the whole network to answer the call.

7. The intelligent incoming call distribution system of claim 1, wherein, The system should follow the following rules: 1) A province agent has priority to access the customers in the province, and when the agent is idle, no customer in the province will be connected, and a customer from another province will be connected; 2) Each province has an independent queuing line, when an A customer transfers to A province, if the A province agent is full, the system will automatically transfer to the whole network backup agent group after queuing for 30 seconds in the A province, and if there is an idle agent, it will be directly assigned, if there is no idle agent, it will be transferred back to the A province for queuing; 3) The telephone transferred to the invoice in each province will not be transferred again if the invoice agent is busy, and will be queued directly in the invoice agent; 4) The customer uses a fixed phone number when dialing the national ETC customer service hotline, and when the customer inputs incorrectly three times or does not input, the system will transfer to the corresponding home province according to the fixed phone number; 5) The customer who has been transferred to the corresponding province for queuing will continue to queue in the province if the customer inputs incorrectly three times or does not input.

8. The intelligent distribution system of incoming calls of the ETC system according to claim 1, characterized in that: The IVR in the system includes a voice engine, a platform server, an MRCP server, and a hot standby server.

9. The intelligent distribution system of incoming calls of the ETC system according to claim 1, wherein, The system includes multiple judgment requirements, as follows: 1) If the interface access times out, the system will proceed to the next step by default, and finally judge the home timeout transfer to the department center customer service; 2) When judging the customer's issuing party according to the caller's home location, if there are two issuing parties, the IVR will broadcast for the customer to select the issuing party when the customer selects yes; 3) When dialing the national ETC customer service hotline directly, one of the following situations will occur, and the caller's home location judgment process will be entered, and the mobile phone home location issuing party will be assigned, if there are two issuing parties in the province, it will be randomly transferred, and the several situations refer to "the customer inputs incorrectly three times, the customer does not input, the customer is not an ETC customer, and the issuing agency is not judged"; 4) For the green pass transfer phone or the invoice transfer phone in each province, if the customer inputs incorrectly three times or does not input after entering the IVR, the system will continue to broadcast for the user to input, and will not call the mobile phone home location interface; 5) If it is a Hainan mobile phone number dialing the national ETC customer service hotline, it will skip the first step of asking whether to consult the provincial issuing party, and directly jump to the second step of queuing according to the mobile phone number to query the issuing party province.

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