Method and device for processing customer service incoming calls, and electronic device

Abstract

The present application discloses a method for processing customer service incoming calls, which belongs to the field of communication technology and helps to improve the efficiency of processing customer service incoming calls when group failures occur. The method includes: generating group failure customer service incoming call query data based on the resident base station of the pre-acquired phone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired landmark building name matched by the base station; when the query operation of querying whether the customer service incoming call matches the group failure customer service incoming call is triggered, the query result is obtained and sent to the corresponding client according to the incoming call number and the group failure customer service incoming call query data, so that the client displays service prompt information including standard customer service words and / or group failure details when the query result indicates that the customer service incoming call matches the group failure customer service incoming call. This method displays the customer service prompt information by the client after intelligently identifying the group failure customer service incoming call, so as to guide the agent to quickly and accurately handle the customer service incoming call according to the service prompt information.

Description

Technical Field

[0001] The present application relates to the field of communication technology, and in particular to a method, device, electronic device and computer-readable storage medium for processing customer service incoming calls. Background Art

[0002] Telecommunication network failures that affect the normal communication of multiple users at the same time and are discovered by communication service units during equipment maintenance are usually defined as group failures. For example, large-scale disconnection of wireless base stations may occur due to urban beautification, spider web control, municipal engineering, etc. At this time, it is considered that a group failure has occurred in the wireless base station. In the prior art, when a group failure occurs, the customer service system usually receives a large number of customer service calls from users at the same time, including complaint calls, consultation calls, etc. For the front-line customer service seats, after receiving the customer service call, they need to explain the cause of the group failure to the user, and even generate a work order to send to the back-end maintenance personnel to verify the cause of the group failure. The increase in the flow of work orders has led to a decrease in the efficiency of processing single customer service calls and customer service calls for the entire system.

[0003] Based on the above problems, it is necessary to provide a method for processing customer service incoming calls to improve the processing efficiency of customer service incoming calls. Summary of the invention

[0004] The embodiment of the present application provides a method for processing customer service incoming calls, which helps to improve the efficiency of processing customer service incoming calls when group failure occurs.

[0005] In a first aspect, an embodiment of the present application provides a method for processing a customer service incoming call, comprising:

[0006] Generate group fault customer service call-in query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group fault occurs, and the pre-acquired landmark building name matched by the base station;

[0007] In response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number being triggered, obtaining a query result according to the incoming call number and the group barrier customer service incoming call query data, wherein the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call;

[0008] The query result is output to the client that handles the incoming customer service call, so that when the query result indicates that the incoming customer service call matches the incoming customer service call of a group-disordered customer service, the client displays service prompt information including standard customer service words and / or group-disordered details to guide the agent to handle the incoming customer service call according to the service prompt information.

[0009] In a second aspect, an embodiment of the present application provides a device for processing a customer service incoming call, including:

[0010] A query data generation module, used to generate group fault customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group fault occurs, and the pre-acquired landmark building name matched by the base station;

[0011] A group barrier customer service incoming call query module, configured to, in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number being triggered, obtain a query result according to the incoming call number and the group barrier customer service incoming call query data, wherein the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call;

[0012] A query result output module is used to output the query result to the client that handles the customer service incoming call, so that when the query result indicates that the customer service incoming call matches the group-disorder customer service incoming call, the client displays service prompt information including standard customer service words and / or group-disorder details to guide the agent to handle the customer service incoming call according to the service prompt information.

[0013] In a third aspect, an embodiment of the present application provides a method for processing a customer service incoming call, including:

[0014] In response to detecting the group fault query operation, triggering the service end of the customer service system to perform a query operation based on the incoming call number to query whether the customer service incoming call matches the group fault customer service incoming call;

[0015] Receive a query result output by the server, wherein the query result is obtained by the server in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number, and is triggered according to the incoming call number and pre-acquired group barrier customer service incoming call query data, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated based on the pre-acquired resident base station of the phone number, the pre-acquired information of the base station where the group barrier occurs, and the pre-acquired name of the landmark building that matches the base station;

[0016] In response to the query result indicating that the customer service incoming call matches the group-disorder customer service incoming call, service prompt information including standard customer service scripts and / or group-disorder details is displayed to guide the agent to handle the customer service incoming call according to the service prompt information.

[0017] In a fourth aspect, an embodiment of the present application provides a device for processing a customer service incoming call, including:

[0018] A query operation triggering module, for responding to the detection of a group fault query operation, triggering the service end of the customer service system to execute a query operation based on the incoming call number to query whether the customer service incoming call matches the group fault customer service incoming call;

[0019] A query result receiving module, used for receiving the query result output by the server, wherein the query result is obtained by the server in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number, and is triggered according to the incoming call number and pre-acquired group barrier customer service incoming call query data, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated according to the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group barrier occurs, and the pre-acquired name of the landmark building that matches the base station;

[0020] A service prompt information display module is used to respond to the query result indicating that the customer service incoming call matches the group-disorder customer service incoming call, and display service prompt information including standard customer service words and / or group-disorder details to guide the seat personnel to handle the customer service incoming call according to the service prompt information.

[0021] In a fifth aspect, an embodiment of the present application further discloses an electronic device, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein when the processor executes the computer program, the method for processing incoming customer service calls described in the embodiment of the present application is implemented.

[0022] In a sixth aspect, an embodiment of the present application provides a computer-readable storage medium on which a computer program is stored. When the program is executed by a processor, the steps of the method for processing customer service incoming calls disclosed in the embodiment of the present application are performed.

[0023] The method for processing customer service incoming calls disclosed in the embodiment of the present application generates query data for customer service incoming calls based on the resident base station of the pre-acquired telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired name of the landmark building matched by the base station; in response to a query operation based on the incoming call number to query whether the customer service incoming call matches the group failure customer service incoming call being triggered, a query result is obtained based on the incoming call number and the group failure customer service incoming call query data, the query result indicating that the customer service incoming call matches the group failure customer service incoming call, or indicating that the customer service incoming call does not match the group failure customer service incoming call; the query result is output to a client that processes the customer service incoming call, so that when the query result indicates that the customer service incoming call matches the group failure customer service incoming call, the client displays service prompt information including standard customer service words and / or group failure details to guide the agent to process the customer service incoming call according to the service prompt information, which helps to improve the processing efficiency of customer service incoming calls when group failure occurs.

[0024] The above description is only an overview of the technical solution of the present application. In order to more clearly understand the technical means of the present application, it can be implemented in accordance with the contents of the specification. In order to make the above and other purposes, features and advantages of the present application more obvious and easy to understand, the specific implementation methods of the present application are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0025] In order to make the purpose, technical solution and advantages of the embodiments of the present application clearer, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0026] Figure 1 This is a flow chart of a method for processing a customer service incoming call in Embodiment 1 of the present application;

[0027] Figure 2 It is a schematic diagram of the structure of the customer service system of the first embodiment of the present application;

[0028] Figure 3 This is another flow chart of the method for processing customer service incoming calls in Embodiment 1 of the present application;

[0029] Figure 4 This is a flow chart of a method for processing a customer service incoming call in Embodiment 2 of the present application;

[0030] Figure 5 This is one of the structural schematic diagrams of the device for processing customer service incoming calls in Embodiment 3 of the present application;

[0031] Figure 6 This is the second structural diagram of the device for processing customer service incoming calls in Embodiment 3 of the present application;

[0032] Figure 7 It is a schematic diagram of the structure of a processing device for customer service incoming calls in Embodiment 4 of the present application;

[0033] Figure 8 A block diagram schematically shows an electronic device for executing the method according to the present application; and

[0034] Fig. 9 A storage unit for holding or carrying a program code for implementing the method according to the present application is schematically shown. DETAILED DESCRIPTION

[0035] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0036] Embodiment 1

[0037] The embodiment of the present application discloses a method for processing a customer service incoming call, such as Figure 1 As shown, the method includes: steps 110 to 130.

[0038] Step 110, generating group failure customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired landmark building name matched by the base station.

[0039] In some embodiments of the present application, the customer service incoming call refers to an incoming call initiated by a user by dialing a customer service telephone number of a customer service system. The incoming call number of the customer service incoming call is: the telephone number of the customer service telephone number dialed.

[0040] In some embodiments of the present application, it is possible to query whether the incoming customer service call matches the incoming group fault customer service call based on the real-time analysis results of the mobile user's DPI (Deep packet inspection) call record data and the fault alarm data of the wireless base station.

[0041] In some embodiments of the present application, the landmark buildings include but are not limited to: streets, parks, buildings, supermarkets, shopping malls, companies and other buildings.

[0042] In some embodiments of the present application, the server side of the customer service system first analyzes the DPI call list data of the communication system, the geographical location of the base station, the alarm data of the base station, and the landmark buildings near the base station according to a preset period, obtains the permanent base stations of all telephone numbers in the communication system, the base station numbers and alarm information of the base stations where group failures occur, and at least obtains the names of the landmark buildings that match each base station where the group failures occur, and then further generates group failure customer service incoming query data based on the above-obtained data.

[0043] In some embodiments of the present application, the group barrier customer service incoming query data can be expressed as a group barrier customer service incoming call list, or it can be several independently stored parts of data (for example, an association relationship table between telephone numbers and permanent base stations, a list of base stations where group barriers occur, and a matching relationship table between base stations and landmark building names). The present application does not limit the specific storage and presentation form of the group barrier customer service incoming query data. For group barrier customer service incoming query data in different storage and presentation forms, when they are collectively pointed out, they include at least the following three parts of data: the permanent base station of the telephone number, the information of the base station where the group barrier occurs, and the name of the landmark building matched by each of the base stations. For group barrier customer service incoming query data in different storage and presentation forms, the usage method is different.

[0044] In some embodiments of the present application, the server of the customer service system updates the group customer service incoming query data according to a preset period.

[0045] Step 120, in response to a query operation based on the incoming call number to query whether the customer service incoming call matches the group barrier customer service incoming call being triggered, a query result is obtained according to the incoming call number and the group barrier customer service incoming call query data.

[0046] The query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call.

[0047] In some embodiments of the present application, after receiving an incoming customer service call, the customer service system can automatically initiate a query operation based on the incoming call number to query whether the incoming customer service call matches the incoming customer service call of the group barrier service when allocating a customer service seat; or the seat personnel can trigger a query entry set in the client interface of the customer service system to trigger a query operation based on the incoming call number to query whether the incoming customer service call matches the incoming customer service call of the group barrier service. In this way, the customer service system responds to the query operation based on the incoming call number to query whether the incoming customer service call matches the incoming customer service call of the group barrier service, uses the incoming call number of the current customer service call as the query input, queries whether the incoming customer service call matches the incoming customer service call of the group barrier service based on the query data of the incoming customer service call, and generates a query result.

[0048] In some embodiments of the present application, the query result includes two situations: in the first situation, the query result indicates that the customer service incoming call matches the group barrier customer service incoming call; in the second situation, it indicates that the customer service incoming call does not match the group barrier customer service incoming call.

[0049] Step 130: output the query result to the client that handles the incoming customer service call.

[0050] The query result obtained by the server will be sent to the client to instruct the client to perform subsequent operations based on the query result.

[0051] In some embodiments of the present application, the query results are output to a client that handles the incoming customer service call, so that when the query results indicate that the incoming customer service call matches a group-disorder customer service call, the client displays service prompt information including standard customer service scripts and / or group-disorder details to guide the agent to handle the incoming customer service call according to the service prompt information.

[0052] For example, in the first case above, the query result is used to instruct the client to display service prompt information including standard customer service words and / or group fault details to guide the agent to handle the customer service call. That is, after the server sends the query result to the corresponding client, the client will display service prompt information including standard customer service words and / or group fault details to guide the agent to handle the customer service call.

[0053] For example, in the second case above, after the server sends the query result to the corresponding client, the client will handle the customer service call according to the normal process.

[0054] The following is an example of the customer service call processing disclosed in the embodiment of the present application. Figure 2 Taking the customer service system shown as an example, the specific implementation plan for handling customer service incoming calls is illustrated.

[0055] like Figure 2 As shown, the customer service system includes: an alarm data collection module 210, a DPI data collection module 220, a landmark building collection module 230, a data analysis module 240, and a client 250. Among them, the alarm data collection module 210, the DPI data collection module 220, the landmark building collection module 230, and the data analysis module 240 are even the server end of the customer service system.

[0056] The alarm data collection module 210 is used to collect alarm data of the base station and report it to the data analysis module 240. In some embodiments of the present application, by adding the access address of the data analysis module 240 to the alarm data reporting address of the wireless gateway, the alarm data collection module 210 can report the base station alarm data in real time.

[0057] The DPI data collection module 220 is used to collect DPI call records of a preset communication system and report the collected data to the data analysis module 240. In some embodiments of the present application, the DPI data collection module 220 can obtain call record data (such as Internet access data) in a specified time period by calling a DPI call record acquisition interface of a preset communication system, and upload the data to the data analysis module 240.

[0058] The landmark building acquisition module 230 is used to obtain the codes of the base stations set within the preset geographical range and the landmark buildings near each base station through the Geographic Information System (GIS). The GIS system is a technical system for collecting, storing, managing, calculating, analyzing, displaying and describing the relevant geographical distribution data in the entire or part of the earth's surface (including the atmosphere). Through the open interface of the GIS system, the name, number and geographical location of the point of interest (such as a base station) within the preset geographical range can be obtained, and the name, geographical location and other information of the landmark building near a specified base station (i.e. a specified geographical location) can also be obtained.

[0059] In some embodiments of the present application, the data analysis module 240 is used to clean and analyze the alarm data of the received base station, obtain the base station where the group failure occurs, and analyze the DPI call list to obtain the resident base station of each point telephone number, and also to determine the name of the landmark building matched by each base station. In some embodiments of the present application, the data analysis module 240 is also used to push the analysis results to the client 250, or to output the corresponding query results according to the interface call or query request of the client 250. In some embodiments of the present application, the data analysis module 240 can be implemented based on the hadoop big data platform.

[0060] The client 250 is the interactive interface between the customer service seat and the customer service system. For example, in some embodiments of the present application, the customer service system can automatically query whether the customer service incoming call matches the group barrier customer service incoming call based on the received customer service incoming call (for example, when the customer service system assigns a certain customer service incoming call to an idle seat, it also queries whether the incoming call number of the customer service incoming call matches the group barrier customer service incoming call, and sends the query result to the customer service system client logged in by the idle seat), and pushes it to the corresponding client. In some other embodiments of the present application, the customer service system can display the incoming call number of the received customer service call on the client interface of the customer service seat, and display a "query" button on the client interface, and the customer service seat can manually query whether the customer service incoming call matches the group barrier customer service incoming call.

[0061] In order to make the reader more clearly understand the method for processing customer service incoming calls disclosed in the embodiment of the present application, the following is combined with Figure 2 The customer service system shown describes in detail each step of the method for processing customer service incoming calls. Those skilled in the art should understand that when implementing the method for processing customer service incoming calls disclosed in the embodiment of the present application, the above-mentioned alarm data collection module 210, DPI data collection module 220, landmark building collection module 230, and data analysis module 240 can be deployed in the same physical device or in multiple physical devices.

[0062] like Figure 3 As shown, in some embodiments of the present application, before generating the group failure customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired name of the landmark building matched by the base station, it also includes: step 101, step 102 and step 103.

[0063] The specific implementation methods of each step are described below with examples.

[0064] Step 101, obtaining the permanent base station of the telephone number.

[0065] In some embodiments of the present application, the acquisition of the permanent base station of a telephone number includes: analyzing the call list data generated by each telephone number under each base station according to a first preset period, and taking a preset number of the base stations with the largest business volume for each of the telephone numbers as the permanent base stations of the telephone number.

[0066] Normally, in order to better provide communication services to users, the communication system will store the necessary analysis data for each communication service, namely, DPI call list data (such as the user's Internet access list), for example, the telephone number that generates the communication service, the base station number accessed, the time when the service occurs, etc. By analyzing the above DPI call list data, the base station that each telephone number frequently accesses can be obtained, which is called a "permanent base station" in the embodiment of this application.

[0067] In some embodiments of the present application, the call data generated by each phone number at each base station during a preset time period can be analyzed separately, so as to determine the permanent base stations of the phone number at different time periods. For example, the preset time period can be a daytime period and a nighttime period. Accordingly, the base stations where mobile users often stay during the daytime / nighttime can be calculated separately according to the call data traffic of mobile users and base stations during different time periods during the daytime / nighttime, that is, the permanent base stations of each phone number that generates call data. In some embodiments of the present application, the night time period can be set as the time period from 9 pm to 8 am the next day, and the other time periods are daytime time periods. The DPI call data is updated at 8:01 am every day, and the data update time period is the incremental update of the previous day, that is, the base station data where users often stay is calculated every morning using the DPI call data of the previous day.

[0068] Accordingly, when querying the permanent base station of a telephone number, it is necessary to further obtain the query time so as to further select the permanent base station of the corresponding time period according to the query time.

[0069] In some embodiments of the present application, the DPI call list data of the preset services generated by each phone number under each base station within a preset time period can be analyzed. For example, the preset services may include: web browsing, instant messaging services, game services, video services, etc. Correspondingly, for each phone number, the total value of the number of occurrences of web browsing, instant messaging services, game services, video services, etc. in the DPI call list data of the phone number (i.e., the number of clicks) is used as the business volume, and the business volume (i.e., the number of clicks) of the phone number accessing each base station during the above-mentioned daytime / night time period is calculated respectively, and the top N base stations with the largest business volume in each time period are taken as the permanent base stations of the phone number in the time period. In some embodiments of the present application, the value of N can be set to 3.

[0070] In some embodiments of the present application, the aforementioned DPI data collection module 220 can collect DPI call data of each networked phone number within a preset time period (such as the previous day) through an interface opened by the communication system, and send it to the data analysis module 240. The DPI call data at least includes: phone number, access base station number, service category, and data generation time. Afterwards, the data analysis module 240 analyzes the traffic volume of each phone number under each different base station in each time period by executing the data analysis task, and determines the resident base station of each phone number according to the aforementioned method.

[0071] In some other embodiments of the present application, other business volume indicators can be determined based on the DPI call record, and the resident base station for each telephone number can be determined based on the business volume indicators, which will not be listed one by one in the embodiments of the present application.

[0072] In some embodiments of the present application, the first preset period may be every day. For example, the data analysis module 240 analyzes the collected DPI call record data every day, and re-determines the permanent base station of each phone number according to the analysis result.

[0073] In some embodiments of the present application, the data analysis module 240 may store the acquired permanent base station of each telephone number in a preset database of the data analysis module 240 in the form of an association relationship between the telephone number and the permanent base station.

[0074] When the customer service system receives an incoming call from customer service, the incoming call number of the customer service call can be used as an index condition to query the permanent base station of the incoming call number. When the incoming call number has generated service data in the aforementioned communication system, for example, it has been connected to a base station of the aforementioned communication system, the customer service system will store the association relationship between the phone number and the permanent base station. Therefore, the incoming call number of the customer service call can be used as an index condition to query the permanent base station of the incoming call number.

[0075] Step 102, obtaining information of the base station where the group failure occurs.

[0076] In order to efficiently handle customer service calls, the customer service system also needs to collect base station alarm data in real time to establish and update the information of base stations where group failures occur.

[0077] In some embodiments of the present application, the information of the base station where the group failure occurs is obtained, including: real-time collection of alarm data of the base station; data cleaning of the alarm data according to a second preset period to obtain alarm data that causes the group failure; according to the alarm data that causes the group failure, the base station where the group failure occurs is obtained, and the alarm information of each base station where the group failure occurs is obtained. In some embodiments of the present application, the alarm data that causes the group failure is fault alarm data that causes the base station to be disconnected, and the alarm information includes but is not limited to one or more of the following information: base station name, alarm name, alarm number, recovery mark, recovery time, alarm time, and major (such as 4G, 5G).

[0078] When a base station failure or power failure occurs, the wireless network manager will receive a station disconnection or performance degradation alarm, generate alarm data, and send it to the alarm system. In some embodiments of the present application, the wireless network manager acts as an alarm data collection module, and further reports the real-time collected alarm data to the data analysis module 240 for establishing and updating the group fault base station database. In some embodiments of the present application, the alarm data includes one or more of the following fields: alarm type identifier, alarm base station name, base station number, alarm name, possible alarm cause, alarm summary, processing suggestion, recovery flag, recovery time, etc. The data analysis module 240 extracts the latest base station alarm data according to the meaning and value of each field of the pre-defined alarm data, the specified manufacturer, the alarm name, and the second preset period, cleans the alarm data of each base station, filters out the base stations that have been relieved of the alarm, and selects the base station with the preset alarm name alarm as the base station with the group fault. In some embodiments of the present application, the base stations with the group fault obtained after cleaning can be stored in the database in the form of a list.

[0079] In some embodiments of the present application, the preset alarm name is set according to the relevant alarm name that causes the base station disconnection defined by each base station manufacturer. For example, the preset alarm name includes: "cell unavailable alarm" and "network element connection interruption" of Huawei base station, "base station exit service", "LTE cell exit service", "network element disconnection alarm" and the like of ZTE base station.

[0080] In some embodiments of the present application, the second preset period can be set to 1 hour. For example, the data analysis module 240 cleans the received alarm data every hour, and updates the information of the base station where the group failure occurs (such as base station number, alarm information, etc.) according to the alarm data cleaning result.

[0081] Step 103, obtaining the name of the landmark building matched by the base station.

[0082] In some embodiments of the present application, obtaining the name of the landmark building matched by the base station includes: for each of the base stations, obtaining a landmark building within a preset geographical range of the base station, and using the obtained name of the landmark building as the name of the landmark building matched by the base station; wherein the one landmark building includes: any one landmark building within the preset geographical range, the most well-known landmark building within the preset geographical range, and the landmark building within the preset geographical range that is closest to the base station.

[0083] In some embodiments of the present application, the landmark building acquisition module 230 obtains the geographical location of each base station in the communication system, as well as the name and / or geographical location and / or popularity and / or popularity and other information of the landmark buildings within the preset geographical range of each base station through a preset geographical information system, and sends the obtained geographical location of each base station and the above information of the landmark buildings within the preset geographical range of the base station to the data analysis module 240.

[0084] The data analysis module 240 is also used to determine the name of the landmark building that matches the specified base station based on the geographical location of the base station sent by the landmark building collection module 230 and the information of the landmark building associated with the base station. For example, for a certain base station, the name of any landmark building within the preset geographical range of the base station can be used as the landmark building name that matches the base station, the name of the most well-known landmark building within the preset geographical range of the base station can be used as the landmark building name that matches the base station, and the name of the landmark building closest to the base station within the preset geographical range of the base station can also be used as the landmark building name that matches the base station. In this way, each base station in the communication system is pre-matched with a landmark building name.

[0085] In some embodiments of the present application, the landmark building collection module 230 collects the landmark building information within the preset geographical range of the base stations and each base station in the geographic information system according to the third preset period, and uploads the collected information to the data analysis module 240. The data analysis module 240 processes the landmark building information (such as geographical location, name, popularity, popularity, etc.) received within the preset geographical range of each base station, and selects a landmark building name for each base station according to a preset strategy as the landmark building name matched by the base station. In some embodiments of the present application, the third preset period can be every day. That is, the landmark building name matched by the base station is obtained in advance by the following method: a landmark building within the preset geographical range of the base station is obtained according to the third preset period, and the name of the landmark building obtained is used as the landmark building name matched by the base station.

[0086] In some embodiments of the present application, based on the telephone number dimension, the information of the permanent base station of the telephone number obtained in the above steps, the base station where the group failure occurs, and the name of the landmark building matched by the base station can be aggregated according to the preset format, and a list data corresponding to the corresponding telephone number is generated according to the permanent base station of each telephone number, the alarm information of the permanent base station, and the name of the landmark building matched by the permanent base station. The list data corresponding to several telephone numbers respectively constitute the group failure customer service inbound query data.

[0087] In some embodiments of the present application, when generating a list data corresponding to each phone number, if there is more than one permanent base station with a group failure for a certain phone number, the relevant information of the permanent base station with the largest business volume for the phone number can be selected and aggregated into a list data. In some embodiments of the present application, when determining the permanent base station of a certain phone number, the business volume ranking of the phone number and each permanent base station can be further recorded, so as to facilitate the selection of base stations according to the business volume ranking and aggregate into list data.

[0088] At this point, the data analysis module 240 has obtained the group barrier customer service incoming call query data by analyzing the alarm data of the base station, the DPI call data, and the geographic location data of the base station and the landmark building. The group barrier customer service incoming call query data includes: the resident base station of each phone number that has been connected to the aforementioned communication system, the name of the landmark building that each base station matches, and the list of base stations where the group barrier currently occurs. Next, when the customer service system receives the customer service incoming call, it can determine whether the incoming call number matches the group barrier customer service incoming call based on the above information that has been established.

[0089] In the embodiment of the present application, when the resident base station of a certain incoming call number is currently in a state of group failure, it is considered that the incoming call number matches the group failure customer service call.

[0090] The following examples illustrate specific implementation methods of the server outputting query results based on group customer service incoming query data in different storage and presentation forms.

[0091] In some embodiments of the present application, the group barrier customer service incoming call query data is a group barrier customer service incoming call list, and the group barrier customer service incoming call list is used to record the following information: telephone numbers matching the group barrier customer service incoming calls, and relevant information of the permanent base stations where the group barrier occurs for each of the telephone numbers, the relevant information including: the names of landmark buildings matched by the permanent base stations, and alarm information of the permanent base stations; obtaining the query result based on the incoming call number and the group barrier customer service incoming call query data, including: matching the incoming call number with the telephone number matching the group barrier customer service incoming call in the group barrier customer service incoming call list; in response to a successful match, generating a query result based on the relevant information of the target base station, wherein the target base station is selected from: the resident base station of the telephone number that is successfully matched; in response to a failed match, generating a query result indicating that the customer service incoming call does not match the group barrier customer service incoming call.

[0092] In some embodiments of the present application, when the permanent base station of a telephone number matches different time periods (such as analyzing the DPI call record data of different time periods to determine the permanent base stations of each telephone number in different time periods), the target base station of the telephone number is selected from: the permanent base station of the current query time period of the successfully matched telephone number.

[0093] Take the example that each list data in the group barrier customer service incoming call list includes the following fields: the phone number matching the group barrier customer service incoming call, the alarm name, original alarm number, recovery mark, recovery time, alarm time and other alarm information of the base station where the group barrier occurs, and the name of the landmark building matched by the base station where the group barrier occurs, and respectively match the incoming call number and the value of the field "matching the phone number of the group barrier customer service incoming call" in each list data. If the match is successful, the query result is generated according to the values ​​of the other fields in the list data. It can be seen that the query result generated in this case includes the base station information and the alarm information, and the client can determine that the customer service incoming call matches the group barrier customer service incoming call based on the query result. On the contrary, if the match fails, a query result indicating that the customer service incoming call does not match the group barrier customer service incoming call is generated (for example, the query result does not include the base station information and the alarm information).

[0094] In some embodiments of the present application, obtaining a query result based on the incoming call number and the group-disordered customer service incoming call query data includes: matching the incoming call number with the telephone number; in response to a successful match, using the resident base station of the successfully matched telephone number as the resident base station of the incoming call number, and then querying the resident base station of the incoming call number in the base station where the group disorder occurs, and in a case where the resident base station of the incoming call number is queried, generating a query result based on the relevant information of the queried resident base station, and in a case where the resident base station of the incoming call number is not queried, generating a query result indicating that the customer service incoming call does not match the group-disordered customer service incoming call; in response to a failed match, generating a query result indicating that the customer service incoming call does not match the group-disordered customer service incoming call.

[0095] In some embodiments of the present application, when the permanent base station of a telephone number matches different time periods (such as analyzing the DPI call list data of different time periods to determine the permanent base stations of each telephone number in different time periods), in response to the incoming call number successfully matching the telephone number, the permanent base station of the current query time period of the successfully matched telephone number is used as the permanent base station of the incoming call number. In some embodiments of the present application, the current query time period can be determined according to the current network time and time period division standard. For example, if the current network time is between 8 am and 9 pm, the current query time period can be determined as a daytime period. If the current network time is before 8 am or after 9 pm, the current query time period can be determined as a nighttime period.

[0096] In the case where the three data of the permanent base station of the phone number obtained in the aforementioned step, the name of the landmark building matched by the base station, and the information of the base station where the group failure occurs are stored separately, the incoming call number can be first matched with the phone number in the association relationship of the permanent base station used to record the phone number. If the match is successful, the permanent base station of the successfully matched phone number is determined as the permanent base station of the incoming call number, and a further base station query is performed; if the match fails, a query result indicating that the customer service incoming call does not match the group failure customer service incoming call is output. When further performing the base station query, the permanent base station of the incoming call number is queried in the base station where the group failure occurs. If the permanent base station is queried, a query result is generated based on the alarm information of the queried permanent base station and the name of the matched landmark building, and then the query result is output; conversely, if the permanent base station of the incoming call number is not queried, a query result indicating that the customer service incoming call does not match the group failure customer service incoming call is output.

[0097] For example, when a base station where a user of the aforementioned communication system often stays has a group failure, if the user dials the customer service phone, the customer service system will query the resident base station associated with the incoming call number in the association relationship between the pre-acquired telephone number and the resident base station; further, if the resident base station associated with the incoming call number exists in the pre-acquired list of base stations with group failures, it can be considered that the purpose of the user's call is highly quantifiable as consulting about the failure of the access base station. At this time, it is determined that the current customer service call of the user (i.e., the incoming call number) matches the group failure customer service call. If there is no business data of the incoming call number in the aforementioned communication system, the customer service system will not be able to query the incoming call number in the above association relationship, and at this time, it cannot be considered that the current customer service call of the user (i.e., the incoming call number) matches the group failure customer service call. If the resident base station associated with the incoming call number is not queried in the list of base stations with group failures, it can be determined that the current customer service call of the user (i.e., the incoming call number) does not match the group failure customer service call.

[0098] In some embodiments of the present application, when the query result indicates that the customer service incoming call matches the group fault customer service incoming call, the query result carries the alarm information of the base station and the name of the landmark building matched by the base station, the standard customer service speech is generated based at least on the alarm information, and the group fault details are generated based on the alarm information and / or the name of the landmark building matched by the base station.

[0099] In some embodiments of the present application, the group fault details include one or more of the following information: the group fault type of the base station, the fault handling progress, the fault cause, the recovery time, and the name of the landmark building matched by the target base station.

[0100] In some embodiments of the present application, the service prompt information may be generated by a server of a customer service system, or may be generated by a client of the customer service system.

[0101] For example, after finding that the customer service call-in matches the group fault customer service call-in, the customer service system (such as through the data analysis module 240) further generates a standard customer service speech in accordance with preset rules based on the group fault type, fault handling progress, fault cause, recovery time and other alarm information in the query results, as well as one or more of the names of landmark buildings matched by the target base station. For example, a standard customer service speech is generated in the form of "There is a base station failure in your area, which may affect your mobile phone calls and Internet access. It is currently under repair and is expected to be repaired within 24 hours." After that, a service prompt message including: standard customer service speech and / or group fault details is further generated. The service prompt message is sent to the client that receives the customer service call-in, so that the client guides the agent to serve the customer service call-in by displaying the service prompt message.

[0102] Afterwards, the customer service system can push the generated service prompt information to the client that handles the customer service call through the data analysis module 240. After receiving the service prompt information, the client displays the service prompt information through a pop-up window on the client interface to guide the agent who handles the customer service call (such as the agent who logs in to the client) to explain the group failure reasons, recovery time and other issues to the opposite end user of the customer service call according to the group failure details in the service prompt information or the standard customer service words, so as to achieve fast and accurate service to the user.

[0103] In other embodiments of the present application, the client generates service prompt information according to the query results sent by the server in accordance with the aforementioned method.

[0104] The method for processing customer service incoming calls disclosed in the embodiment of the present application generates query data for customer service incoming calls based on the resident base station of the pre-acquired telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired name of the landmark building matched by the base station; in response to a query operation based on the incoming call number to query whether the customer service incoming call matches the group failure customer service incoming call being triggered, a query result is obtained based on the incoming call number and the group failure customer service incoming call query data, the query result indicating that the customer service incoming call matches the group failure customer service incoming call, or indicating that the customer service incoming call does not match the group failure customer service incoming call; the query result is output to a client that processes the customer service incoming call, so that when the query result indicates that the customer service incoming call matches the group failure customer service incoming call, the client displays service prompt information including standard customer service words and / or group failure details to guide the agent to process the customer service incoming call according to the service prompt information, which helps to improve the processing efficiency of customer service incoming calls when group failure occurs.

[0105] The method for processing customer service incoming calls disclosed in the embodiment of the present application establishes a data model in advance based on key data such as DPI call list data of mobile users, fault alarm data of wireless base stations, and correlation analysis of landmark buildings around base stations, and performs real-time analysis to intelligently identify whether the customer service incoming call is a group failure customer service call, and further display customer service prompt information through the client, thereby achieving rapid and accurate answers to user problems when group failures occur due to base stations where mobile users often stay, effectively reducing the number of mobile fault work orders generated and circulated, and improving the customer service efficiency of the customer service system when group failures occur.

[0106] At the same time, it shortens the time of a single service communication for users, improves the user's customer service experience, further increases the customer service inbound call connection rate, and shortens the time users wait for service.

[0107] After actual testing, after adopting the method for processing customer service calls disclosed in the embodiments of this application, the customer service system automatically updates about 300,000 alarm data per hour, accurately identifies an average of 7,000 mobile group fault customer service calls per month, and significantly reduces the generation of mobile fault work orders.

[0108] Embodiment 2

[0109] The present application discloses a method for processing a customer service incoming call, which is applied to Figure 2 The customer service system shown in Figure 1. Figure 4 As shown, the method includes: step 410 to step 430.

[0110] Step 410, in response to detecting a group fault query operation, triggering the service end of the customer service system to perform a query operation based on the incoming call number to query whether the incoming customer service call matches the incoming group fault customer service call.

[0111] In some embodiments of the present application, a group fault query entrance is set in the client interface of the customer service system. When the client receives an incoming customer service call assigned by the customer service system, the corresponding agent (such as the agent who logs in to the client) performs a group fault query operation by triggering the group fault query entrance.

[0112] After detecting the group fault query operation, the client uses the incoming call number of the current customer service as a call parameter, and calls the preset interface opened by the customer service system, or sends a query request to the backend server of the customer service system to trigger the server of the customer service system (such as a data analysis module) to generate a query result based on the incoming call number. For example, the server of the customer service system pre-generates the group fault customer service incoming query data, and encapsulates it into an application interface for the client to call, with the incoming call number as the input parameter and the query result as the output.

[0113] Step 420: Receive the query result output by the server.

[0114] Among them, the query result is obtained by the server in response to a query operation of querying whether the customer service incoming call matches the group barrier customer service incoming call based on the incoming caller number, and is triggered according to the incoming caller number and the pre-acquired group barrier customer service incoming call query data. The query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated based on the pre-acquired resident base station of the phone number, the pre-acquired information of the base station where the group barrier occurs, and the pre-acquired landmark building name that matches the base station.

[0115] The service end of the customer service system updates the customer service call-in query data for group-disordered calls at a preset period (e.g., every hour). For example, the service end updates the permanent base station of the phone number and the name of the landmark building that matches the base station every day, updates the information of the base station where group-disordered calls occur every hour, and updates the customer service call-in query data for group-disordered calls every hour based on the above updated information.

[0116] The service end of the customer service system responds to the query operation triggered by the client, queries the incoming call number according to the latest generated group barrier customer service incoming call query data, and obtains whether the customer service incoming call corresponding to the incoming call number matches the group barrier customer service incoming call.

[0117] For the specific implementation methods of obtaining the resident base station of the telephone number, the specific implementation methods of obtaining the information of the base station where the group failure occurs, the specific implementation methods of obtaining the name of the landmark building matched with the base station, and the specific implementation methods of generating the group failure customer service incoming query data based on the above information, please refer to Example 1, which will not be repeated in this example.

[0118] The specific implementation method of the server of the customer service system obtaining the query result based on the incoming call number of the customer service and the incoming query data of the group customer service is shown in Example 1, which will not be repeated in this embodiment.

[0119] Afterwards, the server outputs the obtained query results to the client that handles the incoming customer service call.

[0120] In some embodiments of the present application, the query result includes two situations: in the first situation, the query result indicates that the customer service incoming call matches the group barrier customer service incoming call; in the second situation, it indicates that the customer service incoming call does not match the group barrier customer service incoming call.

[0121] The server sends the obtained query result to the client to instruct the client to perform subsequent operations according to the query result.

[0122] Step 430, in response to the query result indicating that the customer service incoming call matches the group-disorder customer service incoming call, service prompt information including standard customer service words and / or group-disorder details is displayed to guide the agent to handle the customer service incoming call according to the service prompt information.

[0123] When the query result received by the client indicates that the customer service incoming call matches the group fault customer service incoming call, the client further displays service prompt information on the agent's interactive interface to guide the agent to process the customer service incoming call according to the service prompt information.

[0124] In some embodiments of the present application, the service prompt information may be provided by the client according to the base station information and alarm information carried in the query result. For example, a standard customer service speech may be generated according to one or more of the following alarm information: alarm name, original alarm number, recovery mark, recovery time, and alarm time. The method for generating the standard customer service speech may refer to the relevant description in the first embodiment, which will not be described here.

[0125] For another example, group fault details may be generated based on one or more alarm information and the names of landmark buildings matched by the base station, and the group fault details may include: group fault type, name of landmark building where the fault occurred, etc. The method for generating group fault details can refer to the relevant description in the first embodiment, which will not be repeated here.

[0126] In some other embodiments of the present application, the service prompt information may also be generated by the server according to the base station information and alarm information carried in the query result, and sent to the client.

[0127] In some implementations of the present application, the client displays the service prompt information in the form of a pop-up window on the agent interaction interface. In this way, the relevant agent can explain the cause of the group failure, the recovery time, and other issues to the opposite end user of the customer service call based on the group failure details in the service prompt information or the standard customer service words, so as to provide fast and accurate service to the user.

[0128] The method for processing customer service incoming calls disclosed in the embodiment of the present application triggers a service end of a customer service system to execute a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number in response to detecting a group barrier query operation; receives a query result output by the service end, wherein the query result is obtained according to the incoming call number and pre-acquired group barrier customer service incoming call query data in response to the query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number being triggered, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated according to a pre-acquired resident base station of a telephone number, pre-acquired information of a base station where a group barrier occurs, and a pre-acquired name of a landmark building matched by the base station; in response to the query result indicating that the customer service incoming call matches the group barrier customer service incoming call, service prompt information including standard customer service words and / or group barrier details is displayed to guide the agent to process the customer service incoming call according to the service prompt information, which helps to improve the processing efficiency of customer service incoming calls when a group barrier occurs.

[0129] The method for processing customer service incoming calls disclosed in the embodiment of the present application establishes a data model in advance based on key data such as DPI call records of mobile users, fault alarm data of wireless base stations, and correlation analysis of landmark buildings around base stations, and performs analysis in real time, thereby realizing one-click identification on the client side as to whether the customer service incoming call is a group failure customer service call, and further displays service prompt information in a pop-up window on the client side, so that the seat personnel can quickly and accurately answer user questions when group failures occur due to base stations where mobile users often stay, effectively reducing the number of mobile fault work orders generated and circulated, and improving the customer service efficiency of the customer service system when group failures occur.

[0130] At the same time, it shortens the time of a single service communication for users, improves the user's customer service experience, further increases the customer service inbound call connection rate, and shortens the time users wait for service.

[0131] Embodiment 3

[0132] The embodiment of the present application discloses a device for processing customer service incoming calls, such as Figure 5 As shown, the device comprises:

[0133] The query data generation module 510 is used to generate the group failure customer service incoming query data according to the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired landmark building name matched by the base station;

[0134] The group barrier customer service incoming call query module 520 is used to obtain a query result according to the incoming call number and the group barrier customer service incoming call query data in response to a query operation of querying whether the customer service incoming call matches the group barrier customer service incoming call based on the incoming call number being triggered, wherein the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call;

[0135] The query result output module 530 is used to output the query result to the client that handles the customer service incoming call, so that when the query result indicates that the customer service incoming call matches the group failure customer service incoming call, the client displays service prompt information including standard customer service words and / or group failure details to guide the agent to handle the customer service incoming call according to the service prompt information.

[0136] In some embodiments of the present application, Figure 6 As shown, the device also includes:

[0137] The permanent base station acquisition module 501 is used to acquire the permanent base station of the phone number, wherein the acquisition of the permanent base station of the phone number includes:

[0138] According to the first preset cycle, the call list data generated by each phone number under each base station is analyzed, and a preset number of base stations with the largest business volume for each phone number are used as permanent base stations for the phone number.

[0139] In some embodiments of the present application, Figure 6 As shown, the device also includes:

[0140] The group fault base station information acquisition module 502 is used to acquire the information of the base station where the group fault occurs, wherein the acquisition of the information of the base station where the group fault occurs includes:

[0141] Collect base station alarm data in real time;

[0142] Clean the alarm data according to a second preset period to obtain alarm data that causes group failures;

[0143] According to the alarm data causing the group failure, the base station where the group failure occurs is obtained, and the alarm information of each base station where the group failure occurs is obtained.

[0144] In some embodiments of the present application, Figure 6 As shown, the device also includes:

[0145] The landmark building name acquisition module 503 is used to acquire the landmark building name matched by each base station, wherein acquiring the landmark building name matched by each base station includes:

[0146] For each of the base stations, a landmark building within the preset geographical range of the base station is obtained, and the name of the landmark building obtained is used as the name of the landmark building matched by the base station; wherein the landmark building includes: any landmark building within the preset geographical range, the most well-known landmark building within the preset geographical range, and the landmark building within the preset geographical range that is closest to the base station.

[0147] In some embodiments of the present application, when the query result indicates that the customer service incoming call matches the group fault customer service incoming call, the query result carries the alarm information of the base station and the name of the landmark building matched by the base station, the standard customer service speech is generated based at least on the alarm information, and the group fault details are generated based on the alarm information and / or the name of the landmark building matched by the base station.

[0148] In some embodiments of the present application, the group barrier customer service incoming call query data is a group barrier customer service incoming call list, and the group barrier customer service incoming call list is used to record the following information: the phone number matching the group barrier customer service incoming call, and the relevant information of the permanent base station where the group barrier occurs for each of the phone numbers, and the relevant information includes: the name of the landmark building matched by the permanent base station, and the alarm information of the permanent base station;

[0149] like Figure 6 As shown, the group barrier customer service incoming query module 520 further includes: a first group barrier customer service incoming query submodule 5201 or a second group barrier customer service incoming query submodule 5202 or, wherein,

[0150] The first group barrier customer service incoming call query submodule 5201 is used to match the incoming call number with the phone number of the group barrier customer service incoming call list that matches the group barrier customer service incoming call; and

[0151] In response to a successful match, generating a query result according to the relevant information of the target base station, wherein the target base station is selected from: a resident base station of the successfully matched telephone number;

[0152] In response to a match failure, a query result is generated indicating that the customer service incoming call does not match the group fault customer service incoming call.

[0153] The second group customer service incoming call query submodule 5202 is used to match the incoming call number with the telephone number; and

[0154] In response to a successful match, the resident base station of the successfully matched telephone number is used as the resident base station of the incoming call number, and then the resident base station of the incoming call number is queried in the base station where the group failure occurs, and when the resident base station of the incoming call number is queried, a query result is generated according to the relevant information of the queried resident base station, and when the resident base station of the incoming call number is not queried, a query result indicating that the customer service incoming call does not match the group failure customer service incoming call is generated;

[0155] In response to a match failure, a query result is generated indicating that the customer service incoming call does not match the group fault customer service incoming call.

[0156] The customer service call processing device disclosed in the embodiment of the present application is used to implement the customer service call processing method described in the first embodiment of the present application. The specific implementation methods of each module of the device will not be repeated here, and reference can be made to the specific implementation methods of the corresponding steps in the method embodiment.

[0157] The device for processing customer service incoming calls disclosed in the embodiment of the present application generates query data for customer service incoming calls based on a pre-acquired resident base station of a telephone number, pre-acquired information about a base station where a group failure occurs, and pre-acquired names of landmark buildings that match the base station; in response to a query operation based on an incoming call number to query whether a customer service incoming call matches a group failure customer service incoming call being triggered, a query result is obtained based on the incoming call number and the group failure customer service incoming call query data, the query result indicating that the customer service incoming call matches the group failure customer service incoming call, or indicating that the customer service incoming call does not match the group failure customer service incoming call; the query result is output to a client that processes the customer service incoming call, so that when the query result indicates that the customer service incoming call matches the group failure customer service incoming call, the client displays service prompt information including standard customer service words and / or group failure details to guide the agent to process the customer service incoming call according to the service prompt information, which helps to improve the processing efficiency of customer service incoming calls when a group failure occurs.

[0158] The device for processing customer service incoming calls disclosed in the embodiment of the present application establishes a data model in advance based on key data such as DPI call records of mobile users, fault alarm data of wireless base stations, and correlation analysis of landmark buildings around base stations, and performs real-time analysis to intelligently identify whether the customer service incoming call is a group failure customer service call, and further displays customer service prompt information through the client, thereby achieving rapid and accurate answers to user problems when group failures occur due to base stations where mobile users often stay, effectively reducing the number of mobile fault work orders generated and circulated, and improving the customer service efficiency of the customer service system when group failures occur.

[0159] At the same time, it shortens the time of a single service communication for users, improves the user's customer service experience, further increases the customer service inbound call connection rate, and shortens the time users wait for service.

[0160] Embodiment 4

[0161] The embodiment of the present application discloses a device for processing customer service incoming calls, such as Figure 7 As shown, the device comprises:

[0162] A query operation triggering module 710 is used to trigger the service end of the customer service system to perform a query operation based on the incoming call number to query whether the customer service incoming call matches the group fault customer service incoming call in response to detecting the group fault query operation;

[0163] The query result receiving module 720 is used to receive the query result output by the server, wherein the query result is obtained by the server in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number, and is triggered according to the incoming call number and pre-acquired group barrier customer service incoming call query data, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated based on the pre-acquired resident base station of the phone number, the pre-acquired information of the base station where the group barrier occurs, and the pre-acquired name of the landmark building that matches the base station;

[0164] The service prompt information display module 730 is used to display service prompt information including standard customer service words and / or group failure details in response to the query result indicating that the customer service incoming call matches the group failure customer service incoming call, so as to guide the seat personnel to handle the customer service incoming call according to the service prompt information.

[0165] The customer service call processing device disclosed in the embodiment of the present application is used to implement the customer service call processing method described in the second embodiment of the present application. The specific implementation methods of each module of the device will not be repeated here, and reference can be made to the specific implementation methods of the corresponding steps in the method embodiment.

[0166] The device for processing customer service incoming calls disclosed in the embodiment of the present application triggers the server of the customer service system to execute a query operation based on the incoming call number to query whether the customer service incoming call matches the group barrier customer service incoming call in response to detecting a group barrier query operation; receives the query result output by the server, wherein the query result is obtained by the server in response to the query operation based on the incoming call number to query whether the customer service incoming call matches the group barrier customer service incoming call, and is obtained according to the incoming call number and pre-acquired group barrier customer service incoming query data, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call. Matching group-failure customer service incoming calls; the group-failure customer service incoming call query data is generated based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired name of the landmark building matched by the base station; in response to the query result indicating that the customer service incoming call matches the group-failure customer service incoming call, service prompt information including standard customer service words and / or group failure details is displayed to guide the agent to handle the customer service incoming call according to the service prompt information, which helps to improve the processing efficiency of customer service incoming calls when group failures occur.

[0167] The device for processing customer service incoming calls disclosed in the embodiment of the present application establishes a data model in advance based on key data such as DPI call records of mobile users, fault alarm data of wireless base stations, and correlation analysis of landmark buildings around base stations, and performs analysis in real time, thereby realizing one-click identification on the client side as to whether the customer service incoming call is a group failure customer service call, and further displays service prompt information in a pop-up window on the client side, so that the seat personnel can quickly and accurately answer user questions when group failures occur due to base stations where mobile users often stay, effectively reducing the number of mobile fault work orders generated and circulated, and improving the customer service efficiency of the customer service system when group failures occur.

[0168] At the same time, it shortens the time of a single service communication for users, improves the user's customer service experience, further increases the customer service inbound call connection rate, and shortens the time users wait for service.

[0169] Each embodiment in this specification is described in a progressive manner, and each embodiment focuses on the differences from other embodiments. The same or similar parts between the embodiments can be referred to each other. For the device embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0170] The above is a detailed introduction to a method and device for processing customer service incoming calls provided by the present application. Specific examples are used in this article to illustrate the principles and implementation methods of the present application. The description of the above embodiments is only used to help understand the method of the present application and its core idea; at the same time, for general technical personnel in this field, according to the idea of ​​the present application, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as a limitation on the present application.

[0171] The device embodiments described above are merely illustrative, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without paying creative labor.

[0172] The various component embodiments of the present application can be implemented in hardware, or in software modules running on one or more processors, or in a combination thereof. It should be understood by those skilled in the art that a microprocessor or digital signal processor (DSP) can be used in practice to implement some or all functions of some or all components in the electronic device according to the embodiment of the present application. The present application can also be implemented as a device or apparatus program (e.g., computer program and computer program product) for executing part or all of the methods described herein. Such a program implementing the present application can be stored on a computer-readable medium, or can have the form of one or more signals. Such a signal can be downloaded from an Internet website, or provided on a carrier signal, or provided in any other form.

[0173] For example, Figure 8 An electronic device that can implement the method according to the present application is shown. The electronic device can be a PC, a mobile terminal, a personal digital assistant, a tablet computer, etc. The electronic device traditionally includes a processor 810 and a memory 820 and a program code 830 stored on the memory 820 and can be run on the processor 810, and the processor 810 implements the method described in the above embodiment when executing the program code 830. The memory 820 can be a computer program product or a computer-readable medium. The memory 820 can be an electronic memory such as a flash memory, an EEPROM (electrically erasable programmable read-only memory), an EPROM, a hard disk or a ROM. The memory 820 has a storage space 8201 for the program code 830 of the computer program for executing any method step in the above method. For example, the storage space 8201 for the program code 830 can include various computer programs for implementing the various steps in the above method respectively. The program code 830 is a computer-readable code. These computer programs can be read from one or more computer program products or written into the one or more computer program products. These computer program products include program code carriers such as hard disks, compact disks (CDs), memory cards or floppy disks. The computer program includes a computer readable code, and when the computer readable code is executed on an electronic device, the electronic device is caused to execute the method according to the above embodiment.

[0174] An embodiment of the present application further discloses a computer-readable storage medium on which a computer program is stored. When the program is executed by a processor, the steps of the method for processing customer service incoming calls as described in Embodiment 1 or Embodiment 2 of the present application are implemented.

[0175] Such a computer program product may be a computer-readable storage medium, which may have a computer-readable storage medium having a Figure 8The memory 820 in the electronic device shown in the figure is similar to the storage segment, storage space, etc. The program code can be compressed and stored in the computer-readable storage medium in an appropriate form. The computer-readable storage medium is generally as shown in the reference Fig. 9 The portable or fixed storage unit. Generally, the storage unit includes computer readable code 830', which is a code read by a processor. When the code is executed by the processor, each step in the method described above is implemented.

[0176] References to "one embodiment," "embodiment," or "one or more embodiments" herein mean that a particular feature, structure, or characteristic described in conjunction with the embodiment is included in at least one embodiment of the present application. In addition, please note that examples of the term "in one embodiment" herein do not necessarily all refer to the same embodiment.

[0177] In the description provided herein, a large number of specific details are described. However, it is understood that the embodiments of the present application can be practiced without these specific details. In some instances, well-known methods, structures and techniques are not shown in detail so as not to obscure the understanding of this description.

[0178] In the claims, any reference signs placed between brackets shall not be construed as limiting the claims. The word "comprising" does not exclude the presence of elements or steps not listed in the claims. The word "a" or "an" preceding an element does not exclude the presence of a plurality of such elements. The present application may be implemented by means of hardware comprising several different elements and by means of a suitably programmed computer. In a unit claim enumerating several means, several of these means may be embodied by the same item of hardware. The use of the words first, second, and third etc. does not indicate any order. These words may be interpreted as names.

[0179] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present application, rather than to limit it. Although the present application has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present application.

Claims

1. A method for processing customer service incoming calls, characterized in that: include: Generate group fault customer service call-in query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group fault occurs, and the pre-acquired landmark building name matched by the base station; In response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number being triggered, obtaining a query result according to the incoming call number and the group barrier customer service incoming call query data, wherein the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; The query result is output to the client that handles the incoming customer service call, so that when the query result indicates that the incoming customer service call matches the incoming customer service call of a group-disordered customer service, the client displays service prompt information including standard customer service words and / or group-disordered details to guide the agent to handle the incoming customer service call according to the service prompt information.

2. The method according to claim 1, characterized in that: Before the step of generating the group failure customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired landmark building name matched by the base station, the method further includes: Acquire a permanent base station of a telephone number, wherein the acquiring the permanent base station of the telephone number comprises: According to the first preset cycle, the call list data generated by each phone number under each base station is analyzed, and a preset number of base stations with the largest business volume for each phone number are used as permanent base stations for the phone number.

3. The method according to claim 1, characterized in that Before the step of generating the group failure customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired landmark building name matched by the base station, the method further includes: Acquire information of a base station where a group failure occurs, wherein the acquiring information of a base station where a group failure occurs includes: Collect base station alarm data in real time; Clean the alarm data according to a second preset period to obtain alarm data that causes group failures; According to the alarm data causing the group failure, the base station where the group failure occurs is obtained, and the alarm information of each base station where the group failure occurs is obtained.

4. The method according to claim 1, characterized in that: Before the step of generating the group failure customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group failure occurs, and the pre-acquired landmark building name matched by the base station, the method further includes: Obtaining the name of a landmark building matched by each base station, wherein obtaining the name of a landmark building matched by each base station includes: For each of the base stations, a landmark building within the preset geographical range of the base station is obtained, and the name of the landmark building obtained is used as the name of the landmark building matched by the base station; wherein the landmark building includes: any landmark building within the preset geographical range, the most well-known landmark building within the preset geographical range, and the landmark building within the preset geographical range that is closest to the base station.

5. The method according to claim 1, characterized in that In a case where the query result indicates that the customer service incoming call matches a group fault customer service incoming call, the query result carries the alarm information of the base station and the name of the landmark building matched by the base station, the standard customer service speech is generated based at least on the alarm information, and the group fault details are generated based on the alarm information and / or the name of the landmark building matched by the base station.

6. The method according to any one of claims 1 to 5, characterized in that: The group barrier customer service incoming call query data is a group barrier customer service incoming call list, and the group barrier customer service incoming call list is used to record the following information: the phone number matching the group barrier customer service incoming call, and the relevant information of the permanent base station where the group barrier occurs for each of the phone numbers, and the relevant information includes: the name of the landmark building matched by the permanent base station, and the alarm information of the permanent base station; The obtaining of the query result according to the incoming call number and the group customer service incoming query data includes: Matching the incoming call number with the telephone number of the group barrier customer service incoming call list that matches the group barrier customer service incoming call; In response to a successful match, generating a query result according to the relevant information of the target base station, wherein the target base station is selected from: a resident base station of the successfully matched telephone number; In response to a match failure, a query result is generated indicating that the customer service incoming call does not match the group fault customer service incoming call.

7. The method according to any one of claims 1 to 5, characterized in that: The group barrier customer service incoming call query data is a group barrier customer service incoming call list, and the group barrier customer service incoming call list is used to record the following information: the phone number matching the group barrier customer service incoming call, and the relevant information of the permanent base station where the group barrier occurs for each of the phone numbers, and the relevant information includes: the name of the landmark building matched by the permanent base station, and the alarm information of the permanent base station; The obtaining of the query result according to the incoming call number and the group customer service incoming query data includes: Matching the incoming call number with the telephone number; In response to a successful match, the resident base station of the successfully matched telephone number is used as the resident base station of the incoming call number, and then the resident base station of the incoming call number is queried in the base station where the group failure occurs, and when the resident base station of the incoming call number is queried, a query result is generated according to the relevant information of the queried resident base station, and when the resident base station of the incoming call number is not queried, a query result indicating that the customer service incoming call does not match the group failure customer service incoming call is generated; In response to a match failure, a query result is generated indicating that the customer service incoming call does not match the group fault customer service incoming call.

8. A method for processing incoming customer service calls, characterized in that: In response to detecting the group fault query operation, triggering the service end of the customer service system to perform a query operation based on the incoming call number to query whether the customer service incoming call matches the group fault customer service incoming call; Receive a query result output by the server, wherein the query result is obtained by the server in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number, and is triggered according to the incoming call number and pre-acquired group barrier customer service incoming call query data, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated based on the pre-acquired resident base station of the phone number, the pre-acquired information of the base station where the group barrier occurs, and the pre-acquired name of the landmark building that matches the base station; In response to the query result indicating that the customer service incoming call matches the group-disorder customer service incoming call, service prompt information including standard customer service scripts and / or group-disorder details is displayed to guide the agent to handle the customer service incoming call according to the service prompt information.

9. A device for processing incoming customer service calls, characterized in that: include: A query data generation module, used to generate group fault customer service incoming query data based on the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group fault occurs, and the pre-acquired landmark building name matched by the base station; A group barrier customer service incoming call query module, configured to, in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number being triggered, obtain a query result according to the incoming call number and the group barrier customer service incoming call query data, wherein the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; A query result output module is used to output the query result to the client that handles the customer service incoming call, so that when the query result indicates that the customer service incoming call matches the group-disorder customer service incoming call, the client displays service prompt information including standard customer service words and / or group-disorder details to guide the agent to handle the customer service incoming call according to the service prompt information.

10. A device for processing incoming customer service calls, characterized in that: A query operation triggering module, for responding to the detection of a group fault query operation, triggering the service end of the customer service system to execute a query operation based on the incoming call number to query whether the customer service incoming call matches the group fault customer service incoming call; A query result receiving module, used for receiving the query result output by the server, wherein the query result is obtained by the server in response to a query operation of querying whether a customer service incoming call matches a group barrier customer service incoming call based on an incoming call number, and is triggered according to the incoming call number and pre-acquired group barrier customer service incoming call query data, and the query result indicates that the customer service incoming call matches the group barrier customer service incoming call, or indicates that the customer service incoming call does not match the group barrier customer service incoming call; the group barrier customer service incoming call query data is generated according to the pre-acquired resident base station of the telephone number, the pre-acquired information of the base station where the group barrier occurs, and the pre-acquired name of the landmark building that matches the base station; A service prompt information display module is used to respond to the query result indicating that the customer service incoming call matches the group-disorder customer service incoming call, and display service prompt information including standard customer service words and / or group-disorder details to guide the seat personnel to handle the customer service incoming call according to the service prompt information.

11. An electronic device comprising a memory, a processor, and a program code stored in the memory and executable on the processor, characterized in that: When the processor executes the program code, the method for processing customer service incoming calls described in any one of claims 1 to 8 is implemented.

12. A computer-readable storage medium having program code stored thereon, characterized in that: When the program code is executed by a processor, the steps of the method for processing customer service incoming calls described in any one of claims 1 to 8 are implemented.

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