Call center message distribution method, message intervention method and call center system

Abstract

The present application discloses a call center message distribution method, comprising: generating a notification message in response to receiving vehicle data information; obtaining the status of a human agent in response to the generated notification message, and displaying the vehicle data information on a pop-up screen at the first idle human agent among the human agents; receiving a voice call request from the vehicle; and, in response to the voice call request, invoking the interface information of the human agent to distribute the corresponding human agent to conduct a voice call with the vehicle. The call center message distribution method of the present application can distribute messages to an agent as soon as they are received, reducing waiting time and improving processing efficiency. Furthermore, the method includes an instant message notification and refresh solution, which improves performance.

Description

Technical Field

[0001] The present disclosure relates to the technical field of vehicle communications, and more particularly, to a call center message distribution method, a message intervention method, and a call center system. Background Art

[0002] The connected car call center, also known as a T-call center, primarily provides services in three categories: E-Call (Emergency Call), B-Call (Breakdown Call), and I-Call (Information Call). E-Calls are emergency calls, typically triggered by the vehicle itself, for services such as emergency assistance. Based on geographic data, they focus on vehicles and public rescue agencies. Through the call center, when an emergency occurs, service agents immediately contact the nearest PSAP (Public Safety Answering Point) to provide emergency assistance and safety services to the vehicle in question. B-Calls, on the other hand, focus on business operations and can be accessed through the in-vehicle one-touch call button or through a 400 number. They typically focus on connected car services. I-Calls are primarily informational inquiries, with the majority of calls coming through the 400 number.

[0003] When users encounter difficulties using their vehicles or are involved in traffic accidents, they need to contact a call center through services such as E-Call, B-Call, or I-Call provided by the vehicle. Current E-Call emergency rescue technology solutions typically involve the vehicle sending a voice call to the call center and simultaneously transmitting collision data to the call center backend after an automatic collision or manual activation of E-Call. The call center then provides assistance only after receiving the voice call from the vehicle. The channels for receiving vehicle data and voice calls are independent and not effectively linked. Other call centers, such as B-Call and I-Call, also employ this strategy.

[0004] However, existing call center agent allocation solutions primarily rely on CTI (Computer Telecommunication Integration) voice systems to allocate voice calls. This only handles voice calls and cannot address situations where data traffic is present but not voice. Furthermore, existing call centers typically use timers to update information, severely impacting efficiency and wasting resources. Summary of the Invention

[0005] In view of the above-mentioned shortcomings of the prior art, the purpose of the present disclosure is to provide a call center message distribution method, a message intervention method, a call center system, a readable storage medium and an electronic device to overcome at least one of the above-mentioned shortcomings.

[0006] One aspect of the present disclosure provides a call center message distribution method, which may include: generating a notification message in response to receiving vehicle data information; obtaining the status of a manual agent in response to the generated notification message, and displaying the vehicle data information on a pop-up screen at a first idle manual agent among the manual agents; receiving a voice call request from the vehicle; and in response to the voice call request, calling the interface information of the manual agent to allocate the corresponding manual agent to conduct a voice call with the vehicle.

[0007] According to an embodiment of the present disclosure, the method may further include: in response to the interface information pointing to the first manual agent, allocating the first manual agent to conduct a voice call with the vehicle.

[0008] According to an embodiment of the present disclosure, the method may further include: in response to the interface information not pointing to any manual agent, allocating a second idle manual agent among the manual agents to conduct a voice call with the vehicle.

[0009] According to an embodiment of the present disclosure, the method may further include: when the vehicle data information is received again, performing an interface refresh at the first manual agent to update the vehicle data information.

[0010] According to an embodiment of the present disclosure, obtaining the status of a manual agent and displaying the vehicle's data information on a pop-up screen at the first idle manual agent among the manual agents may include: obtaining the idle time of the manual agent who is currently in an idle state; allocating the vehicle's data information to the first manual agent with the longest idle time according to the sorting of the idle time of the manual agents who are currently in an idle state; and switching the status of the first manual agent to a busy state and recording it.

[0011] According to an embodiment of the present disclosure, obtaining the status of a manual agent and displaying the vehicle's data information on a pop-up screen at the first idle manual agent among the manual agents may include: obtaining the total number of calls answered by the manual agent who is currently in an idle state before the current moment; allocating the vehicle's data information to the first manual agent with the smallest total number of calls answered based on the ranking of the total number of calls answered by the manual agents who are currently in an idle state before the current moment; and switching the status of the first manual agent to a busy state and recording the results.

[0012] According to an embodiment of the present disclosure, the pop-up screen of the data information interface may include: displaying at least one of vehicle information, user information, and location information of the vehicle on the workbench interface of the first manual agent.

[0013] According to an embodiment of the present disclosure, the method may further include: after the first manual agent completes the voice call with the vehicle, switching the state of the first manual agent to an idle state and recording the state.

[0014] Another aspect of the present disclosure provides a call center message intervention method, which may include: generating a notification message in response to receiving vehicle data information; obtaining the status of a human agent in response to the generated notification message, and displaying the vehicle data information on a pop-up screen at a first idle human agent among the human agents; and executing a call back operation in response to the first human agent failing to answer a voice call from the vehicle within a predetermined time.

[0015] According to an embodiment of the present disclosure, executing the call back operation may include: automatic call back or manual call back selection by the first human agent.

[0016] According to an embodiment of the present disclosure, executing the call back operation may further include any one of the following: calling back the vehicle number; and calling back the mobile phone number of a user associated with the vehicle.

[0017] According to an embodiment of the present disclosure, the method may further include: when the vehicle data information is received again, performing an interface refresh at the first manual agent to update the vehicle data information.

[0018] According to an embodiment of the present disclosure, obtaining the status of a manual agent and displaying the vehicle's data information on a pop-up screen at the first idle manual agent among the manual agents may include: obtaining the idle time of the manual agent who is currently in an idle state; allocating the vehicle's data information to the first manual agent with the longest idle time according to the sorting of the idle time of the manual agents who are currently in an idle state; and switching the status of the first manual agent to a busy state and recording it.

[0019] According to an embodiment of the present disclosure, obtaining the status of a manual agent and displaying the vehicle's data information on a pop-up screen at the first idle manual agent among the manual agents may include: obtaining the total number of calls answered by the manual agent who is currently in an idle state before the current moment; allocating the vehicle's data information to the first manual agent with the smallest total number of calls answered based on the ranking of the total number of calls answered by the manual agents who are currently in an idle state before the current moment; and switching the status of the first manual agent to a busy state and recording the results.

[0020] According to an embodiment of the present disclosure, the pop-up screen of the data information interface may include: displaying at least one of vehicle information, user information, and location information of the vehicle on the workbench interface of the first manual agent.

[0021] Another aspect of the present disclosure provides a call center system, which may include: a call center backend, configured to generate a notification message in response to receiving vehicle data information; a front-end presentation platform, configured to obtain the status of an agent in response to receiving the notification message from the call center backend, and to display the vehicle data information on a pop-up screen at a first idle agent among the agents; and a computer telephony integration subsystem, configured to receive a voice call request from the vehicle and call interface information of the front-end presentation platform to allocate a corresponding agent to conduct a voice call with the vehicle.

[0022] According to an embodiment of the present disclosure, the system may further include a database server, which stores the status and associated information of the human agent.

[0023] According to an embodiment of the present disclosure, the computer telephony integration subsystem may be configured to assign the first human agent to conduct a voice call with the vehicle in response to the interface information being directed to the first human agent.

[0024] According to an embodiment of the present disclosure, the computer telephony integration subsystem may be configured to allocate a second idle human agent among the human agents to conduct a voice call with the vehicle in response to the interface information not pointing to any human agent.

[0025] According to the embodiment of the present disclosure, the front-end display platform can also be configured to: obtain the status of the currently idle manual agent from the database server; allocate the vehicle data information to the first manual agent with the longest idle time according to the sorting of the idle time of the currently idle manual agents; and automatically switch the status of the first manual agent to a busy state and record it in the database server.

[0026] According to the embodiment of the present disclosure, the front-end display platform can also be configured to: obtain the status of the currently idle manual agent from the database server; allocate the vehicle data information to the first manual agent with the smallest total number of answers based on the ranking of the total number of answers of the currently idle manual agent before the current moment; and automatically switch the status of the first manual agent to a busy state and record it in the database server.

[0027] According to an embodiment of the present disclosure, the front-end presentation platform may also be configured to automatically perform an interface refresh at the first manual agent in response to receiving the vehicle data information again to update the vehicle data information.

[0028] According to an embodiment of the present disclosure, in response to the first human agent not answering the voice call of the vehicle within a predetermined time, the front-end presentation platform may determine to perform a call-back operation.

[0029] According to an embodiment of the present disclosure, the callback operation may be automatically executed by the front-end presentation platform or may be manually selected by the first human agent to execute the callback operation.

[0030] According to an embodiment of the present disclosure, the call-back operation may include any one of the following: calling back the vehicle's number; and calling back the mobile phone number of a user associated with the vehicle.

[0031] Another aspect of the present disclosure provides an electronic device, which may include: a processor; and a memory, communicatively connected to the processor, wherein the memory stores a program that can be executed by the processor, and when the program is executed by the processor, the processor can execute the call center message distribution method according to an embodiment of the present disclosure or the call center message intervention method according to an embodiment of the present disclosure.

[0032] Another aspect of the present disclosure provides a computer-readable storage medium, wherein the computer-readable storage medium may store a computer program, and when the computer program is executed by a processor, it may implement the call center message distribution method according to an embodiment of the present disclosure or the call center message intervention method according to an embodiment of the present disclosure.

[0033] As shown above, the call center message distribution method, message intervention method, call center system, electronic device, and computer-readable storage medium according to the embodiments of the present disclosure have at least one of the following beneficial technical effects:

[0034] 1) When receiving information, it can be assigned to the agent immediately, reducing waiting time and improving efficiency;

[0035] 2) It has instant message notification and refresh solutions to reduce the number of service requests and system pressure, and improve performance;

[0036] 3) Flexible callback configuration options, more intelligent; and

[0037] 4) Active intervention can be carried out in abnormal situations, with visual intervention effects. BRIEF DESCRIPTION OF THE DRAWINGS

[0038] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following briefly introduces the drawings required for use in the description of the embodiments. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0039] Figure 1 1 is a schematic diagram illustrating an application scenario of a call center message distribution method according to an embodiment of the present disclosure;

[0040] Figure 2 is a flow chart illustrating a call center message distribution method according to an embodiment of the present disclosure;

[0041] Figure 3 is a flow chart illustrating a call center message intervention method according to an embodiment of the present disclosure;

[0042] Figure 4 is a schematic structural diagram illustrating a call center system according to an embodiment of the present disclosure;

[0043] Figure 5 is a schematic diagram showing the workflow of a call center system according to an embodiment of the present disclosure;

[0044] Figure 6 is another schematic diagram illustrating a work flow of a call center system according to an embodiment of the present disclosure; and

[0045] Figure 7 is a schematic structural diagram illustrating an electronic device according to an embodiment of the present disclosure. DETAILED DESCRIPTION

[0046] In order to enable those skilled in the art to better understand the technical solutions of the present disclosure, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below in conjunction with the drawings in the embodiments of the present disclosure. Obviously, the described embodiments are only part of the embodiments of the present disclosure, not all of the embodiments. Based on the embodiments of the present disclosure, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of the present disclosure.

[0047] It should be understood that the terms "first," "second," and the like in the specification, claims, and drawings of this application are used to distinguish different objects, rather than to describe a specific order. The terms "including," "having," and any variations thereof in the specification, claims, and drawings of this disclosure are intended to cover non-exclusive inclusions. For example, a process, system, product, or device comprising a series of steps or units is not limited to the listed steps or units, but may optionally include steps or units not listed, or may optionally include other steps or units inherent to these processes, products, or devices.

[0048] Reference herein to an "embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment may be included in at least one embodiment of the present disclosure. The appearance of this phrase in various places in the specification does not necessarily refer to the same embodiment, nor does it refer to independent or alternative embodiments that are mutually exclusive of other embodiments. It is understood, both explicitly and implicitly, by those skilled in the art that the embodiments described herein may be combined with other embodiments.

[0049] It should be noted that the illustrations provided in the following embodiments are only schematic illustrations of the basic concept of the present disclosure. Therefore, the illustrations only show components related to the present disclosure rather than being drawn according to the number, shape and size of components in actual implementation. In actual implementation, the form, quantity and proportion of each component can be changed at will, and the component layout form may also be more complex.

[0050] In the event of a traffic accident, the user presses the E-Call button in the vehicle to manually dial an E-Call emergency number, or presses the B-Call button in the vehicle to manually dial a B-Call emergency number. In such a case, the call center can receive voice calls and vehicle data from the vehicle.

[0051] Reference Figure 1 , Figure 1 1 is a schematic diagram showing an application scenario of a call center message distribution method according to an embodiment of the present disclosure. Figure 1 In this system, the vehicle computer, call center backend, front-end display platform, and CTI system communicate with each other. The front-end display platform also communicates with the database. The call center backend can communicate with multiple vehicle computers to provide emergency rescue services for multiple vehicles.

[0052] A car computer is a shorthand for the in-vehicle infotainment system installed in a car. It enables information communication between the driver and the vehicle, and between the vehicle and the outside world (and between other vehicles). Its primary function is to use the vehicle's GPS (Global Positioning System) in conjunction with electronic maps for positioning and navigation. This allows the driver to know the vehicle's exact location at any time and accurately provide the shortest or fastest route to their destination.

[0053] In the present disclosure, the vehicle computer is mainly used to send vehicle data to the call center background and send a voice call request to the CTI system when the vehicle needs emergency rescue.

[0054] In the present disclosure, the call center backend is mainly used to receive and parse vehicle data sent by vehicles when emergency rescue services are needed, generate notification information for the vehicle data, and send the notification message to the front-end display platform.

[0055] In the present disclosure, the front-end display platform is mainly used to obtain the status of the manual agent through the database after receiving the notification message, assign the vehicle data to the idle manual agent and pop up the interface to display the vehicle's location and other information, update the status of the manual agent to the database, obtain the information of the manual agent who is processing the vehicle data, and notify the designated agent to refresh the interface when the vehicle data is updated.

[0056] CTI is the core technology of call center systems. It integrates computer and telephone technologies, combining telephone communication and computer information processing. CTI provides several human agents to provide emergency rescue services to vehicles.

[0057] In this disclosure, CTI is primarily used to receive voice call requests sent by vehicles when they require emergency rescue services, call the interface information of the front-end presentation platform, obtain the information of the human agent who is processing vehicle data, and assign the call request to the designated human agent to establish a voice call with the vehicle.

[0058] In the present disclosure, the database is mainly used to record the information and status of the human agents and provide the corresponding information to the front-end display platform.

[0059] It should be noted that Figure 1 The architecture shown in the embodiment may also have other implementation forms in other embodiments. As long as the call center message distribution method of this embodiment is utilized and reasonable modifications are made thereon, they shall be deemed to fall within the scope of protection of this disclosure.

[0060] Figure 2 The flowchart of the call center message distribution method according to the embodiment of the present disclosure is shown.

[0061] Reference Figure 2 According to the embodiment, the call center message distribution method may mainly include the following steps:

[0062] S21: generating a notification message in response to receiving vehicle data information;

[0063] Specifically, data sent by a vehicle typically reaches the call center before a voice call, and the speed of data transmission and processing is much faster than the speed of a connected call. After the call center receives the vehicle's data, it generates a notification message and sends it to the front-end display platform.

[0064] S22: In response to the generated notification message, the status of the manual seat is obtained, and the vehicle data information is displayed on the interface of the first idle manual seat among the manual seats;

[0065] Specifically, when the front-end display platform receives a vehicle message notification from the call center backend, the system queries the database and obtains the information of all currently available manual seats. At the same time, the manual seat information is sorted according to predetermined rules, and then a workbench automatically pops up on the screen of the selected idle manual seat. The status of the currently selected manual seat is automatically switched to busy, and the status and processing time of the current agent are synchronously recorded in the database. The workbench automatically queries the backend for relevant information based on the number in the message notification, and displays vehicle information, user information, location information, etc. on the interface, while waiting for the incoming voice call. The manual agent can understand the basic information of the vehicle before the voice call comes in, so as to provide rescue services more efficiently and quickly.

[0066] In an embodiment, step S22 may further include: obtaining the idle time of currently idle agents; assigning the vehicle data information to the first agent with the longest idle time based on the order of the idle time of the currently idle agents; and switching the first agent's status to busy and recording the information. The idle time of an agent can be determined based on the recorded agent status and processing time. First, all currently busy agents are filtered, retaining only those in the idle state, and processing time records are obtained. For example, the agent with the earliest processing time has the longest idle time.

[0067] In an alternative embodiment, step S22 may also include: obtaining the total number of calls answered by the currently idle manual agent before the current moment; allocating the vehicle's data information to the first manual agent with the smallest total number of calls answered based on the ranking of the total number of calls answered by the currently idle manual agent before the current moment; and switching the state of the first manual agent to a busy state and recording it.

[0068] S23: receiving a voice call request from the vehicle;

[0069] Specifically, the vehicle's voice call request can usually be received within a certain period of time after the vehicle's data information is received.

[0070] S24: In response to the voice call request, call the interface information of the manual seat to allocate the corresponding manual seat to conduct the voice call with the vehicle.

[0071] Specifically, when the CTI receives a voice call from a vehicle, it calls the relevant interface information of the front-end display platform to obtain the information of the manual seat that is processing the vehicle data information, so as to allocate the corresponding manual seat to conduct a voice call with the vehicle in order to provide rescue services.

[0072] In an embodiment, the method may further include: in response to the interface information being directed to the first human agent, assigning the first human agent to conduct a voice call with the vehicle. Specifically, the system automatically directs the voice call to the first human agent based on the interface information being directed to the first human agent, i.e., the human agent who currently displays the vehicle data information interface. The first human agent then provides service to the user based on the voice call and the vehicle information presented on the agent workstation.

[0073] In an embodiment, the method may further include: in response to the interface information not being directed to any human agent, allocating a second available human agent among the human agents to conduct a voice call with the vehicle. Specifically, when the CTI receives a voice call from the vehicle and invokes a relevant interface of the front-end presentation platform, if no agent information is obtained, the CTI may automatically and randomly allocate the call to an available human agent for processing.

[0074] In an embodiment, the method may further include: upon receiving vehicle data information again, executing an interface refresh at the first agent to update the vehicle data information. Specifically, if a message notification from the same number is received again during processing, the interface of the corresponding agent currently processing the message will automatically refresh the information to the latest uploaded vehicle data information. If no message notification is received, no data refresh will be performed.

[0075] In an embodiment, the method may further include: after the first human agent completes the voice call with the vehicle, switching the first human agent's status to an idle state and recording the status. Specifically, after the human agent completes the service and ends the task processing workbench, the system may automatically switch the current human agent's working status to an idle state and simultaneously record the current agent's status and processing time in a database to facilitate system allocation for answering and processing the next voice call.

[0076] As described above, according to the call center message distribution method of the embodiment of the present disclosure, a method combining automatic message distribution and automatic CTI voice distribution is adopted to distribute vehicle data information to idle seats as soon as possible before a voice call comes in, thereby reducing waiting time and improving efficiency; and optimizing the front-end interface data refresh solution, instant message notification and data refresh, reducing the number of service requests and system pressure, and improving system performance.

[0077] Figure 3 The flowchart of the call center message intervention method according to the embodiment of the present disclosure is shown.

[0078] Reference Figure 3 According to the embodiment, the call center message intervention method may mainly include the following steps:

[0079] S31: generating a notification message in response to receiving vehicle data information;

[0080] S32: in response to the generated notification message, obtaining the status of the manual seat, and displaying the vehicle data information on a pop-up screen at a first idle manual seat among the manual seats; and

[0081] S33: In response to the first human agent not answering the voice call from the vehicle within a predetermined time, executing a call-back operation.

[0082] Step S31 and step S32 are substantially the same as step S21 and step S22 of the call center message distribution method according to an embodiment of the present disclosure, and therefore, repeated description thereof will be omitted.

[0083] In step S33, if the agent automatically displayed on the workstation after receiving the message notification (i.e., the first agent mentioned above) has not received a voice call from the vehicle, the system can automatically initiate a callback after a predetermined timeout (e.g., 60 seconds) has passed, proactively intervening to contact the vehicle and understand its status. Specifically, the callback operation can include automatic callback or manual callback by the first agent. The callback operation can be performed to select the vehicle's phone number or the mobile phone number of the user associated with the vehicle.

[0084] In an embodiment, the call center message intervention method according to the embodiment of the present disclosure may further include a data refresh step that is substantially the same as the call center message distribution method according to the embodiment of the present disclosure, a step of distributing the vehicle's data information to the first manual agent with the longest idle time, or a step of distributing the vehicle's data information to the first manual agent with the smallest total number of calls answered, etc. For the sake of simplicity, repeated description thereof will be omitted herein.

[0085] As described above, the call center message intervention method according to the above embodiment of the present disclosure has flexible active intervention and automatic callback solutions in abnormal situations where there is only data but no voice calls, and has a visual intervention effect; in addition, the callback configuration method can be flexibly selected, which is more intelligent.

[0086] Figure 4 FIG. 1 is a schematic diagram showing the structure of a call center system according to an embodiment of the present disclosure.

[0087] Reference Figure 4According to an embodiment of the present disclosure, a call center system 40 may include: a call center backend 41, configured to generate a notification message in response to receiving vehicle data information; a front-end presentation platform 42, configured to obtain the status of an agent in response to receiving the notification message from the call center backend, and display the vehicle data information on a pop-up screen at the first idle agent among the agents; and a CTI subsystem 43, configured to receive a voice call request from the vehicle and call the interface information of the front-end presentation platform to allocate a corresponding agent to conduct a voice call with the vehicle.

[0088] In an embodiment, the system 40 may further include a database server 44 , which stores the status and associated information of the human agents.

[0089] In an embodiment, the CTI subsystem 43 may be configured to, in response to the interface information being directed to the first human agent, assign the first human agent to conduct the voice call with the vehicle. Additionally or alternatively, in response to the interface information not being directed to any human agent, the CTI subsystem 43 may be configured to assign a second, available human agent among the human agents to conduct the voice call with the vehicle.

[0090] In an embodiment, the front-end presentation platform 42 may also be configured to: obtain the status of currently idle agents from the database server 44; assign the vehicle data information to the first agent with the longest idle time based on the order of the idle time of the currently idle agents; and automatically switch the status of the first agent to a busy state and record the information in the database server. Additionally or alternatively, the front-end presentation platform 42 may also be configured to: obtain the status of currently idle agents from the database server 44; assign the vehicle data information to the first agent with the least total number of calls answered based on the order of the total number of calls answered by the currently idle agents before the current moment; and automatically switch the status of the first agent to a busy state and record the information in the database server.

[0091] In an embodiment, the front-end presentation platform 42 may also be configured to automatically perform an interface refresh at the first manual agent in response to receiving the vehicle data information again to update the vehicle data information.

[0092] In an embodiment, in response to the first human agent not answering the vehicle's voice call within a predetermined time period, the front-end presentation platform 42 may determine to execute a callback operation. Specifically, the callback operation may be automatically executed by the front-end presentation platform 42 or manually selected by the first human agent. The callback operation may include calling back the vehicle's phone number or the mobile phone number of a user associated with the vehicle.

[0093] Figure 5FIG. 1 is a schematic diagram showing the workflow of a call center system according to an embodiment of the present disclosure.

[0094] Reference Figure 5 In the event of a traffic accident or requiring assistance, the vehicle's E-Call (or B-Call) button is triggered. The vehicle's computer is activated, transmitting vehicle data to the call center backend and a voice call request to the CTI. Typically, the vehicle data is transmitted to the call center backend first. After receiving the vehicle data, the call center backend generates a notification message and sends it to the front-end presentation platform. Upon receiving the vehicle notification, the front-end presentation platform queries the database for information on all currently available agents, sorts the agent information according to predefined criteria, and automatically displays a workbench on the screen of the selected available agent. The currently selected agent's status automatically switches to busy, and the agent's status and processing time are simultaneously recorded in the database. The workbench automatically queries the backend for relevant information based on the number in the notification message, displaying information including vehicle information, user information, and location information on the interface while simultaneously waiting for an incoming voice call. When the CTI receives the voice call from the vehicle, it calls the relevant interface of the front-end presentation platform to obtain information about the agent currently processing the vehicle data. The front-end presentation platform queries the database for agent information, obtains the agent currently processing vehicle data, and synchronizes this information with the CTI. The CTI then assigns the voice call to the agent currently processing vehicle data. Furthermore, if the vehicle computer is activated again after a period of time and begins transmitting vehicle data, the call center backend generates another notification message and sends it to the front-end presentation platform. The front-end presentation platform then notifies the designated agent processing vehicle data interface to refresh the data.

[0095] Figure 6 FIG. 4 is another schematic diagram illustrating a work flow of a call center system according to an embodiment of the present disclosure.

[0096] Reference Figure 6In the event of a traffic accident or rescue, the E-Call (or B-Call) button in the vehicle is triggered. The vehicle computer is activated and transmits the vehicle's data information to the call center backend and a voice call request to the CTI. Typically, the vehicle's data information is transmitted to the call center backend first. After receiving the vehicle's data information, the call center backend generates a notification message and sends it to the front-end display platform. When the front-end display platform receives the vehicle message notification, the system queries the database and obtains the information of all currently available human agents. At the same time, the human agent information is sorted according to predetermined rules. Then, a workbench automatically pops up on the screen of the selected available human agent. The status of the currently selected human agent is automatically switched to busy, and the current agent's status and processing time are simultaneously recorded in the database. The workbench automatically queries the backend for relevant information based on the number in the message notification, displaying information including vehicle information, user information, location information, etc. on the interface, while waiting for incoming voice calls. If the manual agent who automatically pops up the workbench after receiving the message notification, that is, the first manual agent mentioned above, has not received a voice call from the vehicle, when the predetermined time is exceeded, such as 60 seconds, the system can automatically perform a call back operation, take the initiative to intervene, try to get in touch with the vehicle and understand the vehicle's condition. Specifically, the system can automatically perform the call back or the first manual agent can manually select the call back. The system can choose to call back the vehicle's number; or call back the mobile phone number of the user related to the vehicle. In addition, if the vehicle computer is activated again after a period of time and sends vehicle data information, the call center background will generate a notification message again and send the notification message to the front-end display platform. The front-end display platform can notify the designated manual agent interface that processes vehicle data information to refresh the data.

[0097] As shown above, the call center system according to the embodiment of the present disclosure uses a method that combines automatic message distribution with automatic CTI voice distribution to distribute vehicle data information to idle seats immediately before a voice call comes in, thereby reducing waiting time and improving efficiency. It also optimizes the front-end interface data refresh solution, instant message notifications and data refreshes, reducing the number of service requests and system pressure, and improving system performance. In addition, the call center system according to the embodiment of the present disclosure also has flexible proactive intervention and automatic callback solutions in abnormal situations where there is only data but no voice calls, and has a visual intervention effect. In addition, the callback configuration method can be flexibly selected, which is more intelligent.

[0098] Yet another aspect of the present disclosure provides an electronic device. Figure 7 FIG. 7 shows a schematic structural diagram of an electronic device 70 according to an embodiment of the present disclosure.

[0099] like Figure 7As shown in , the electronic device 70 may include: a processor 71; and a memory 72, which is communicatively connected to the processor 71, wherein the memory 72 stores a program that can be executed by the processor 71. When the program is executed by the processor, the processor 71 is able to execute the call center message distribution method or the call center message intervention method according to the above-mentioned embodiment of the present disclosure.

[0100] The memory 72 can be used to store programs (program instructions). Specifically, the program may include program code, which includes computer operating instructions, computer execution instructions, etc. The memory 72 may include read-only memory (ROM), high-speed random access memory (RAM), and may also include non-volatile memory (NVM), such as at least one disk storage, optical disk, or mobile hard disk.

[0101] The processor 71 can be used to execute computer-executable instructions stored in the memory 72 to implement the call center message distribution method or call center message intervention method shown in the above embodiments. The processor 71 may be a central processing unit (CPU), an application-specific integrated circuit (ASIC), or one or more integrated circuits configured to implement the embodiments of the present application.

[0102] Alternatively, in a specific implementation, if the processor 71 and the memory 72 are implemented independently, the processor 71 and the memory 72 may be connected to each other via a bus 73 and communicate with each other. The bus may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus. The bus 73 may be divided into an address bus, a data bus, a control bus, etc., but this does not mean that there is only one bus or only one type of bus.

[0103] Optionally, in a specific implementation, if the processor 71 and the memory 72 are integrated on a chip, the processor 71 and the memory 72 can communicate with each other through an internal interface.

[0104] The electronic device described above in this embodiment can be, for example, a server, a computer, a tablet computer, a mobile phone, etc., which can be used to execute the technical solutions described in the above method embodiments. The implementation principles and technical effects are similar and will not be repeated here.

[0105] Another aspect of the present application provides a computer-readable storage medium, wherein a computer program is stored on the computer-readable storage medium. When the computer program is executed by a processor, the call center message distribution method or the call center message intervention method according to the above-mentioned embodiment of the present disclosure can be implemented.

[0106] Those skilled in the art will appreciate that all or part of the steps implementing the above-described method embodiments may be accomplished by hardware associated with program instructions. The aforementioned program may be stored in a readable storage medium (e.g., a computer-readable storage medium). It should be noted that the computer-readable storage medium described in the present invention may be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to, an electrical connection having one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In the present invention, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. In the present invention, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, which carries computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A computer-readable signal medium may also be any computer-readable medium other than a computer-readable storage medium, which may transmit, propagate, or transfer a program for use by or in conjunction with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium may be transmitted using any suitable medium, including but not limited to wireless, wired, optical cable, RF, etc., or any suitable combination thereof.

[0107] The flowcharts and block diagrams in the accompanying drawings illustrate the possible architectures, functions and operations of the devices, methods and computer program products according to various embodiments of the present invention. In this regard, each box in the flowchart or block diagram can represent a module, program segment, or part of the code, and the above-mentioned module, program segment, or part of the code contains one or more executable instructions for implementing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in an order different from that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flowchart, and the combination of boxes in the block diagram or flowchart, can be implemented with a dedicated hardware-based system that performs the specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0108] The modules involved in the embodiments of the present invention may be implemented in software or hardware. The modules described may also be provided in a processor. For example, they may be described as follows: a processor includes a sending module, an acquisition module, a determination module, and a first processing module. The names of these modules do not, in some cases, constitute limitations on the modules themselves. For example, the sending module may also be described as a "module for sending an image acquisition request to the connected server."

[0109] As another aspect, the computer-readable storage medium provided by the present invention may be included in the device described in the above embodiment; or it may exist independently without being assembled into the device.

[0110] The specific embodiments described above further illustrate the purpose, technical solutions and beneficial effects of the present disclosure. It should be understood that the above description is only a preferred embodiment of the present application and an explanation of the technical principles used. Those skilled in the art should understand that the scope of protection involved in this application is not limited to the technical solutions formed by a specific combination of the above-mentioned technical features, but should also cover other technical solutions formed by any combination of the above-mentioned technical features or their equivalent features without departing from the technical concept. For example, the above-mentioned features are replaced with (but not limited to) technical features with similar functions in this application to form a technical solution.

Claims

1. A call center message distribution method, comprising: In response to the call center backend receiving the vehicle data information, a notification message is generated and sent to the front-end display platform; When the front-end display platform receives a vehicle message notification from the call center backend, it obtains the status of the manual seat and displays the vehicle data information on the first idle manual seat among the manual seats in a pop-up interface; According to the order of the idle time of the currently idle agents, the vehicle data information is allocated to the first agent with the longest idle time, or according to the order of the total number of calls answered by the currently idle agents before the current moment, the vehicle data information is allocated to the first agent with the smallest total number of calls answered; receiving a voice call request from the vehicle; as well as In response to the voice call request, the interface information of the manual agent of the front-end presentation platform is called to obtain the manual agent information that is processing the vehicle data information, so as to allocate the manual agent that is currently processing the vehicle data information to conduct a voice call with the vehicle.

2. The method according to claim 1, further comprising: In response to the interface information pointing to the first manual agent, the first manual agent is assigned to conduct a voice call with the vehicle.

3. The method according to claim 1, further comprising: In response to the interface information not pointing to any manual agent, a second idle manual agent among the manual agents is assigned to conduct a voice call with the vehicle.

4. The method according to claim 2, further comprising: When the vehicle data information is received again, an interface refresh is performed at the first manual agent to update the vehicle data information.

5. The method according to claim 1, wherein Acquiring the status of the manual seats and displaying the vehicle data information on a pop-up screen at a first idle manual seat among the manual seats further includes: Get the idle time of the currently idle agent; as well as Switch the state of the first agent to busy state and record it.

6. The method according to claim 1, wherein Acquiring the status of the manual seats and displaying the vehicle data information on a pop-up screen at a first idle manual seat among the manual seats further includes: Get the total number of calls answered by the currently idle agent before the current moment; as well as Switch the state of the first agent to busy state and record it.

7. The method according to claim 1, wherein The pop-up screen of the data information interface includes: At least one of vehicle information, user information, and location information of the vehicle is displayed on a workstation interface of the first manual agent.

8. The method according to claim 2, further comprising: After the first manual agent completes the voice call with the vehicle, the state of the first manual agent is switched to an idle state and recorded.

9. A call center message intervention method, comprising: In response to the call center backend receiving the vehicle data information, a notification message is generated and sent to the front-end display platform; When the front-end display platform receives a vehicle message notification from the call center backend, it obtains the status of the manual seat and displays the vehicle data information on the first idle manual seat among the manual seats in a pop-up interface; According to the order of the idle time of the currently idle agents, the vehicle data information is allocated to the first agent with the longest idle time, or according to the order of the total number of calls answered by the currently idle agents before the current moment, the vehicle data information is allocated to the first agent with the smallest total number of calls answered; as well as In response to the first manual agent not answering the voice call of the vehicle within a predetermined time, a call-back operation is performed.

10. The method according to claim 9, wherein: Executing the call back operation includes: automatic call back or manual call back selection by the first human agent.

11. The method according to claim 10, wherein: Executing a callback operation also includes any of the following: calling back the vehicle's number; and Call back the mobile number of the user associated with the vehicle.

12. The method according to claim 9, further comprising: When the vehicle data information is received again, an interface refresh is performed at the first manual agent to update the vehicle data information.

13. The method according to claim 9, wherein: Acquiring the status of the manual seats and displaying the vehicle data information on a pop-up screen at a first idle manual seat among the manual seats further includes: Get the idle time of the currently idle agent; as well as Switch the state of the first agent to busy state and record it.

14. The method according to claim 9, wherein Acquiring the status of the manual seats and displaying the vehicle data information on a pop-up screen at a first idle manual seat among the manual seats further includes: Get the total number of calls answered by the currently idle agent before the current moment; as well as Switch the state of the first agent to busy state and record it.

15. The method according to claim 9, wherein The pop-up screen of the data information interface includes: At least one of vehicle information, user information, and location information of the vehicle is displayed on a workstation interface of the first manual agent.

16. A call center system comprising: The call center backend is configured to generate a notification message in response to receiving the vehicle data information; The front-end display platform is configured to, in response to receiving the notification message from the call center backend, obtain the status of the manual seat and display the vehicle data information on a pop-up screen at a first idle manual seat among the manual seats; According to the order of the idle time of the currently idle agents, the vehicle data information is allocated to the first agent with the longest idle time, or according to the order of the total number of calls answered by the currently idle agents before the current moment, the vehicle data information is allocated to the first agent with the smallest total number of calls answered; as well as The computer telephone integration subsystem is configured to receive a voice call request from the vehicle, call the interface information of the front-end presentation platform, obtain the information of the manual agent who is processing the vehicle data information, and assign the manual agent who is currently processing the vehicle data information to conduct a voice call with the vehicle. 17 . The call center system according to claim 16 , further comprising a database server, wherein the database server stores the status and associated information of the human agent.

18. The call center system according to claim 17, wherein: The computer telephony integration subsystem is configured to assign the first human agent to conduct a voice call with the vehicle in response to the interface information being directed to the first human agent.

19. The call center system according to claim 17, wherein: The computer telephony integration subsystem is configured to allocate a second idle human agent among the human agents to conduct a voice call with the vehicle in response to the interface information not being directed to any human agent.

20. The call center system according to claim 17, wherein: The front-end presentation platform is further configured to: Obtaining the status of the currently idle agent from the database server; as well as The state of the first manual agent is automatically switched to a busy state and recorded in the database server.

21. The call center system according to claim 17, wherein: The front-end presentation platform is further configured to: Obtaining the status of the currently idle agent from the database server; as well as The state of the first manual agent is automatically switched to a busy state and recorded in the database server.

22. The call center system according to claim 16, wherein: The front-end presentation platform is further configured to automatically perform an interface refresh at the first manual agent in response to receiving the vehicle data information again to update the vehicle data information.

23. The call center system according to claim 16, wherein: In response to the first manual agent not answering the voice call of the vehicle within a predetermined time, the front-end presentation platform determines to perform a call-back operation.

24. The call center system according to claim 23, wherein: The callback operation is automatically performed by the front-end presentation platform or manually selected by the first human agent to perform the callback operation.

25. The call center system according to claim 24, wherein: The callback operation includes any one of the following: calling back the vehicle's number; and Call back the mobile number of the user associated with the vehicle.

26. An electronic device, characterized in that: include: processor; as well as A memory is communicatively connected to the processor, wherein the memory stores a program that can be executed by the processor, and when the program is executed by the processor, the processor can execute the method according to any one of claims 1 to 8 or the method according to any one of claims 9 to 15.

27. A computer-readable storage medium, wherein: The computer-readable storage medium stores a computer program, which, when executed by a processor, implements the method according to any one of claims 1 to 8 or the method according to any one of claims 9 to 15.

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