An interactive voice response method for a power customer service center

Abstract

The application discloses an interactive voice response method for a power customer service center, which performs corresponding self-service voice navigation services according to the number of household numbers bound by a customer to be served, thereby saving the customer from the cumbersome steps of inputting household numbers and passwords for confirmation and improving the shunting rate of an IVR system. The application also does not require the user to actively select the information to be inquired, but performs corresponding self-service voice navigation services through a preset service sequence, thereby directly positioning to the information to be inquired by the customer and further improving the shunting rate of the IVR system. When switching to manual services, the application identifies the type of the customer to be served, switches to corresponding manual services according to the type of the customer to be served, and provides different customized manual services for different customers, thereby further improving the shunting rate of the IVR system.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of interactive voice response, and particularly relates to an interactive voice response method for a power customer service center. BACKGROUND

[0002] In various service hotlines, the existence of IVR (Interactive Voice Response) is crucial, and customers can only access the customer service center to meet their own needs according to the operation prompts of the IVR, and the IVR can also play relevant information according to the content input by the user. In the power service hotline, the existing IVR system provides a main menu to the customer after the customer accesses, including: fault repair and power failure information query, electricity fee query, arrears power-on query, manual service and the like options, and the customer can select different options according to the needs to obtain the information needed by the customer. However, the existing IVR system can only query the information needed by the customer by the customer actively selecting the information, and cannot directly locate the information needed by the customer, resulting in the problem of poor shunting rate. SUMMARY

[0003] This section is intended to summarize some aspects of the embodiments of the present application and briefly introduce some preferred embodiments. Some simplifications or omissions may be made in this section and the abstract and title of the specification of the present application to avoid obscuring the purpose of this section, the abstract and the title, and such simplifications or omissions cannot be used to limit the scope of the present application.

[0004] In view of the above existing problems, the present application is proposed.

[0005] Therefore, the technical problem solved by the present application is the poor shunting rate of the prior art.

[0006] To solve the above technical problems, the present application provides the following technical scheme: an interactive voice response method for a power customer service center, comprising:

[0007] According to the number of bound household numbers of the to-be-served customer and the call area, the power failure information is confirmed;

[0008] According to the power failure information, the pull-in and pull-out record of the to-be-served customer in the fee control system cycle is judged;

[0009] According to the pull-in and pull-out record, the unarchived industry expansion work order situation of the to-be-served customer is judged;

[0010] According to the unarchived industry expansion work order situation, the corresponding service is provided to the user.

[0011] As a preferred scheme of the interactive voice response method for the power customer service center, when the number of household numbers bound by the to-be-served customer is not less than a preset value, after the power outage information is broadcast according to the calling area of the to-be-served customer, it is judged whether the type of the to-be-served customer belongs to a preset type, if yes, the manual service option and the self-service option are provided, and if not, the return option is provided.

[0012] As a preferred scheme of the interactive voice response method for the power customer service center, the preset type includes:

[0013] When the number of household numbers bound by the to-be-served customer is not less than a preset value or no household number is bound, the power outage information is broadcast according to the calling area of the to-be-served customer.

[0014] When the number of household numbers bound by the to-be-served customer is less than a preset value, it is judged whether the area corresponding to the household number bound by the to-be-served customer has power outage information.

[0015] When the area corresponding to the household number bound by the to-be-served customer has no power outage information, it is judged whether the to-be-served customer has a pull-close record in a fee control system cycle.

[0016] When the to-be-served customer has no pull-close record in the fee control system cycle, it is judged whether the to-be-served customer has an unarchived industry expansion work order.

[0017] When the to-be-served customer has no unarchived industry expansion work order, the to-be-served customer is provided with a power outage query option, an electricity fee query option, a manual service option and a return option.

[0018] As a preferred scheme of the interactive voice response method for the power customer service center, the method for judging whether the area has power outage information includes:

[0019] Confirming the query address of the to-be-served customer.

[0020] When the query address of the to-be-served customer is the address corresponding to the bound household number, it is judged whether the area corresponding to the bound household number of the to-be-served customer has power outage information.

[0021] When the query address of the to-be-served customer is the address corresponding to the input household number, the input household number of the to-be-served customer is verified, and when the verification is passed, it is judged whether the area corresponding to the input household number of the to-be-served customer has power outage information.

[0022] As a preferred scheme of the interactive voice response method for the power customer service center, the method for judging whether the area has power outage information further includes:

[0023] When the area corresponding to the account number bound by the client to be served has power failure information, it is judged whether the current power failure exceeds the expected power failure time or exceeds the expected power restoration time;

[0024] When the condition is met, the artificial service is transferred; when the condition is not met, the preset power failure information is broadcast, and it is judged whether the client to be served has a pull-in breaker record in the fee control system cycle.

[0025] As a preferred scheme of the interactive voice response method for the power client service center, when the client to be served has a pull-in breaker record in the fee control system cycle, the latest record type in the cycle is judged, including:

[0026] When the latest record type is a trip-out broadcast, the type of the client to be served is judged based on the fee control interface;

[0027] When the type of the client to be served is a fee control user, the fee control balance is judged;

[0028] When the type of the client to be served is a non-fee control user, it is judged whether the client to be served has an overdue fee.

[0029] As a preferred scheme of the interactive voice response method for the power client service center, the method for judging whether the client to be served has an overdue fee includes:

[0030] When the fee control balance is less than 0 or the client to be served has an overdue fee, the recent period bill electricity fee or balance information is broadcast, and after the broadcast is completed, a transfer artificial service option, an end option and a return option are provided;

[0031] When the fee control balance is greater than 0 or the client to be served has no overdue fee, it is judged whether the client to be served is settled within a preset time;

[0032] When the client to be served is settled within the preset time, a preset content is broadcast, and after the broadcast is completed, a transfer artificial service option, an end option and a return option are provided;

[0033] When the client to be served is not settled within the preset time, it is judged whether the current account number has an in-transit overdue power restoration work order; if not, an overdue power restoration application form is issued to the client to be served, and after the end, a transfer artificial service option, an end option and a return option are provided; if so, the in-transit overdue power restoration work order is broadcast, and after the broadcast is completed, a transfer artificial service option, an end option and a return option are provided; if the judgment fails, the artificial service is transferred;

[0034] When the latest record type is a pull-in breaker broadcast, it is judged whether the client to be served has an unarchived industry expansion work order.

[0035] As a preferred scheme of the interactive voice response method for the power customer service center, when the customer to be served has an unarchived work order, the work order link processing progress information is broadcast, and after the broadcast is completed, the electricity fee query option, the manual service option and the return option are provided, comprising:

[0036] When the customer to be served selects the electricity fee query, the type of the customer to be served is judged based on the fee control interface;

[0037] When the type of the customer to be served is the fee control user, the fee control balance is judged;

[0038] When the type of the customer to be served is the non-fee control user, the type of the customer to be served is judged based on the marketing interface;

[0039] When the type of the customer to be served is the IC card user based on the marketing interface, the last month electricity fee of the customer to be served is broadcast, and after the broadcast is completed, the manual service option, the return option and the end option are provided;

[0040] When the type of the customer to be served is the monthly settlement user based on the marketing interface, whether the customer to be served currently has the arrearage is judged;

[0041] When the customer to be served currently has the arrearage, or the fee control balance of the customer to be served is less than 0, the customer to be served has the arrearage is broadcast, and the last period bill electricity fee information or the balance of the customer to be served is broadcast, and after the broadcast is completed, the previous month bill query option and the return option are provided;

[0042] When the customer to be served currently does not have the arrearage, or the fee control balance of the customer to be served is greater than 0, the customer to be served does not have the arrearage is broadcast, and the last period bill electricity fee information or the balance of the customer to be served is broadcast, and after the broadcast is completed, the previous month bill query option and the return option are provided.

[0043] As a preferred scheme of the interactive voice response method for the power customer service center, when the customer to be served has an unarchived work order, the work order link processing progress information is broadcast, and after the broadcast is completed, the electricity fee query option, the manual service option and the return option are provided, comprising:

[0044] When the customer to be served has no unarchived work order, and the customer to be served selects the power cut query option, whether the customer to be served has the last period bill is judged, if yes, the type of the customer to be served is judged based on the fee control interface; if no, the current generated electricity fee information is broadcast, and after the broadcast is completed, the return option is provided.

[0045] As a preferred scheme of the interactive voice response method for the power customer service center, when the customer to be served has an unarchived work order, the work order link processing progress information is broadcast, and after the broadcast is completed, the electricity fee query option, the manual service option and the return option are provided, comprising:

[0046] When the number of the account numbers bound by the to-be-served customer is not less than a preset value or no account number is bound, it is judged whether the to-be-served customer has a last-period bill;

[0047] When the number of the account numbers bound by the to-be-served customer is less than the preset value, the query address of the to-be-served customer is confirmed, and it is judged whether the query address selected by the to-be-served customer has a last-period bill.

[0048] The application provides an interactive voice response method for a power customer service center, which executes corresponding self-service voice navigation services according to the number of the account numbers bound by a to-be-served customer, saves the cumbersome steps of inputting an account number and a password for confirmation by the customer, improves the shunting rate of an IVR system, and does not require the user to actively select information to be queried, but executes corresponding self-service voice navigation services according to a preset service sequence, directly locates the information to be queried by the customer, and further improves the shunting rate of the IVR system. When the application switches to manual service, the type of the to-be-served customer is identified, corresponding manual service is switched according to the type of the to-be-served customer, different customized manual services are provided for different customers, and the shunting rate of the IVR system is further improved. BRIEF DESCRIPTION OF DRAWINGS

[0049] In order to more clearly illustrate the technical solutions of the embodiments of the application, the following will briefly introduce the drawings needed in the embodiment description. Obviously, the drawings in the following description are only some embodiments of the application, and other drawings can be obtained by those skilled in the art without any creative effort. Among them:

[0050] Figure 1 The overall flowchart of the interactive voice response method for the power customer service center according to one embodiment of the application;

[0051] Figure 2 The flowchart of executing corresponding self-service voice navigation services according to the number of the account numbers bound by the to-be-served customer based on a preset service sequence according to the interactive voice response method for the power customer service center according to one embodiment of the application;

[0052] Figure 3 The flowchart before judging whether the area corresponding to the account number bound by the to-be-served customer has power failure information according to the interactive voice response method for the power customer service center according to one embodiment of the application;

[0053] Figure 4 The electricity fee query flowchart of the interactive voice response method for the power customer service center according to one embodiment of the application;

[0054] Figure 5The arrears reconnection flowchart of the interactive voice response method for the power customer service center according to one embodiment of the present application. DETAILED DESCRIPTION

[0055] In order to make the above objectives, features and advantages of the present application more apparent, the specific embodiments of the present application will be described in detail below with the accompanying drawings. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all the embodiments. Based on the embodiments of the present application, all the other embodiments obtained by those skilled in the art without creative work should fall within the protection scope of the present application.

[0056] In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present application. However, it will be apparent to one skilled in the art that the present application can be practiced without the specific details presented herein. In other instances, well-known methods have not been described in detail in order to avoid obscuring aspects of the present application.

[0057] Secondly, the "one embodiment" or "embodiment" referred to herein means that the specific features, structures or characteristics can be included in at least one implementation of the present application. The "in one embodiment" appearing in different places in the specification does not mean the same embodiment, nor is it an independent or selective embodiment excluding other embodiments.

[0058] The present application is described in detail in conjunction with the schematic drawings. In the detailed description of the embodiments of the present application, the sectional view of the device structure is locally enlarged without the general proportion for the convenience of description, and the schematic drawings are only examples which should not limit the protection scope of the present application herein. In addition, the three-dimensional spatial dimensions of length, width and depth should be included in the actual manufacture.

[0059] Meanwhile, in the description of the present application, it should be explained that the terms "upper, lower, inner and outer" and the like indicate the orientation or positional relationship based on the orientation or positional relationship shown in the drawings, and are only for the convenience of describing the present application and simplifying the description, and do not indicate or imply that the indicated device or element must have a particular orientation, be constructed and operated in a particular orientation, and therefore cannot be understood as a limitation on the present application. In addition, the terms "first, second or third" are only for the purpose of description, and cannot be understood as indicating or implying relative importance.

[0060] In the present application, unless otherwise explicitly specified and limited, the terms "mounting, connection, connection" should be understood broadly, for example: it can be fixed connection, detachable connection or integral connection; it can also be mechanical connection, electrical connection or direct connection, it can also be indirectly connected through an intermediate medium, or it can be the communication inside two elements. For those skilled in the art, the specific meaning of the above terms in the present application can be understood according to the specific circumstances.

[0061] Embodiment 1

[0062] With reference to Figure 1 In an embodiment of the present application, an interactive voice response method for a power customer service center is provided, comprising:

[0063] S1: confirming outage information according to the number of household numbers bound by the to-be-served customer and the call-in area of the to-be-served customer;

[0064] Further, when the number of household numbers bound by the to-be-served customer is not less than a preset number of values, after the outage information is broadcast according to the call-in area of the to-be-served customer, it is judged whether the type of the to-be-served customer belongs to a preset type, if it belongs to the preset type, the to-be-served customer is provided with an artificial service option and a self-service option; if it does not belong to the preset type, the to-be-served customer is provided with a return option.

[0065] S2: judging the pull-in and pull-out record of the to-be-served customer in the period of the fee control system according to the outage information;

[0066] Further, the preset type includes: when the number of household numbers bound by the to-be-served customer is not less than a preset number of values or no household number is bound, the outage information is broadcast according to the call-in area of the to-be-served customer; when the number of household numbers bound by the to-be-served customer is less than a preset number of values, it is judged whether there is outage information in the area corresponding to the household number bound by the to-be-served customer; when there is no outage information in the area corresponding to the household number bound by the to-be-served customer, it is judged whether there is a pull-in and pull-out record in the period of the fee control system; when there is no pull-in and pull-out record in the period of the fee control system, it is judged whether there is an unarchived industry expansion work order; when there is no unarchived industry expansion work order, the to-be-served customer is provided with a power outage query option, an electricity fee query option, an artificial service option and a return option.

[0067] Further, the method for judging whether there is outage information includes: confirming the query address of the to-be-served customer; when the query address of the to-be-served customer is the address corresponding to the bound household number, it is judged whether there is outage information in the area corresponding to the household number bound by the to-be-served customer; when the query address of the to-be-served customer is the address corresponding to the input household number, the input household number of the to-be-served customer is verified, and when the verification is passed, it is judged whether there is outage information in the area corresponding to the input household number of the to-be-served customer. When there is outage information in the area corresponding to the household number bound by the to-be-served customer, it is judged whether the current outage exceeds the expected outage time or exceeds the expected power restoration time; when it is satisfied, the artificial service is transferred; when it is not satisfied, after the preset outage information is broadcast, it is judged whether there is a pull-in and pull-out record in the period of the fee control system.

[0068] S3: judging the unarchived industry expansion work order situation of the to-be-served customer according to the pull-in and pull-out record;

[0069] Further, when the to-be-served customer has a pull-out and switch-in record in the period of the fee control system, the latest record type in the period is determined, including when the latest record type is a trip-out broadcast, determining the to-be-served customer type based on the fee control interface; when the to-be-served customer type is a fee control customer, determining the fee control balance; when the to-be-served customer type is a non-fee control customer, determining whether the to-be-served customer has an arrearage.

[0070] The method for determining whether the to-be-served customer has an arrearage includes: when the fee control balance is less than 0 or the to-be-served customer has an arrearage, broadcasting the latest period billing electricity or balance information, and providing a transfer manual service option, an end option and a return option after the broadcasting is completed; when the fee control balance is greater than 0 or the to-be-served customer has no arrearage, determining whether the to-be-served customer is settled within a preset time; when the to-be-served customer is settled within the preset time, broadcasting a preset content, and providing the transfer manual service option, the end option and the return option after the broadcasting is completed; when the to-be-served customer is not settled within the preset time, determining whether the current account number has an in-transit arrearage power restoration work order; if not, issuing an arrearage power restoration application form to the to-be-served customer, and providing the transfer manual service option, the end option and the return option after the end; if yes, broadcasting the in-transit arrearage power restoration work order, and providing the transfer manual service option, the end option and the return option after the broadcasting is completed; if the determination fails, transferring manual service; when the latest record type is a switch-in broadcast, determining whether the to-be-served customer has an unarchived industry expansion work order.

[0071] S4: providing corresponding services to the customer according to the unarchived industry expansion work order.

[0072] Further, when the to-be-served customer has an unarchived industry expansion work order, the work order link processing progress information is broadcast, and after the broadcasting is completed, the electricity fee query option, the manual service option and the return option are provided, including: when the to-be-served customer selects the electricity fee query, the to-be-served customer type is judged based on the fee control interface; when the to-be-served user type is the fee control user, the fee control balance is judged; when the to-be-served user type is the non-fee control user, the to-be-served customer type is judged based on the marketing interface; when the to-be-served user type is judged as the IC card user based on the marketing interface, the to-be-served customer last month electricity fee is broadcast, and after the broadcasting is completed, the manual service option, the return option and the end option are provided; when the to-be-served user type is judged as the monthly settlement user based on the marketing interface, it is judged whether the to-be-served user currently has an arrearage; when the to-be-served user currently has an arrearage, or the to-be-served user fee control balance is less than 0, the to-be-served user has an arrearage is broadcast, and the to-be-served user last period bill electricity fee information or balance is broadcast, and after the broadcasting is completed, the previous month bill query option and the return option are provided; when the to-be-served user currently has no arrearage, or the to-be-served user fee control balance is greater than 0, the to-be-served user has no arrearage is broadcast, and the to-be-served user last period bill electricity fee information or balance is broadcast, and after the broadcasting is completed, the previous month bill query option and the return option are provided. When the to-be-served customer has no unarchived industry expansion work order, and the to-be-served customer selects the power-off query option, the power-off information is broadcast according to the to-be-served customer call area; when the to-be-served customer has no unarchived industry expansion work order, and the to-be-served customer selects the electricity fee query option, it is judged whether the to-be-served customer has a last period bill, if yes, the to-be-served customer type is judged based on the fee control interface; if not, the current electricity fee information is broadcast, and after the broadcasting is completed, the return option is provided.

[0073] Further, it is judged whether the to-be-served customer has a last period bill, including: when the number of household numbers bound by the to-be-served customer is not less than a preset value or no household number is bound, it is judged whether the to-be-served customer has a last period bill; when the number of household numbers bound by the to-be-served customer is less than the preset value, the query address of the to-be-served customer is confirmed, and it is judged whether the query address selected by the to-be-served customer has a last period bill.

[0074] Embodiment 2

[0075] Reference Figure 2 In an embodiment of the present application, an interactive voice response method for a power customer service center is provided, and the beneficial effects of the present application are proved through scientific demonstration of the specific implementation manner.

[0076] The technical solution in the embodiment is applied to the technical field of interactive voice response, and is specifically applied to an IVR system corresponding to a power service hotline.

[0077] It should be noted that, generally, the to-be-served customer can be bound to one, more, or no household number. According to the number of household numbers bound to the to-be-served customer, the corresponding self-service voice navigation service is executed based on a preset service order, with reference to Figure 2 , comprising:

[0078] If the number of household numbers bound to the to-be-served customer is not less than a preset value or no household number is bound, power failure information is broadcast to the to-be-served customer according to the calling area of the to-be-served customer;

[0079] If the number of household numbers bound to the to-be-served customer is less than the preset value, it is determined whether the area corresponding to the household number bound to the to-be-served customer has power failure information;

[0080] If the area corresponding to the household number bound to the to-be-served customer has no power failure information, it is determined whether the to-be-served customer has a pull-in and pull-out record in the fee control system cycle;

[0081] If the to-be-served customer has no pull-in and pull-out record in the fee control system cycle, it is determined whether the to-be-served customer has an unarchived industry expansion work order;

[0082] If the to-be-served customer has no unarchived industry expansion work order, the to-be-served customer is provided with a power failure query option, an electricity fee query option, a manual service option, and a return option.

[0083] It should be noted that the preset value can be 3.

[0084] It should be noted that the calling area of the to-be-served customer can be confirmed by the point number belonging to the to-be-served customer or other ways.

[0085] It should be noted that when a large-area power failure occurs in the calling area of the to-be-served customer, the to-be-served customer is informed that there is a large-area power failure in the current calling area, and when no large-area power failure occurs in the calling area of the to-be-served customer, the to-be-served customer is informed that there is no large-area power failure in the current calling area.

[0086] It should be noted that before determining whether the area corresponding to the household number bound to the to-be-served customer has power failure information, reference is made to Figure 3 , the method further comprises:

[0087] Confirming the query address of the to-be-served customer; the query address has a corresponding relationship with the household number bound to the to-be-served customer;

[0088] If the query address of the to-be-served customer is the address corresponding to the bound household number, it is determined whether the area corresponding to the household number bound to the to-be-served customer has power failure information;

[0089] If the query address of the to-be-served customer is the address corresponding to the registered user number, the registered user number of the to-be-served customer is verified, and when the verification is passed, it is judged whether there is power failure information in the area corresponding to the registered user number of the to-be-served customer.

[0090] It should be noted that the query address selected by the to-be-served customer is determined as the query address of the to-be-served customer by providing the to-be-served customer with the query address corresponding to each bound user number. For example, the to-be-served customer is announced the query address xxxx1 corresponding to the bound user number 1 and the query address xxxx2 corresponding to the bound user number 2. If the query address xxxx1 is needed, press 1. If the query address xxxx1 is needed, press 2.

[0091] It should be noted that the user is also provided with other address query services in the embodiment, and the user needs to actively enter the user number when selecting the other address query service. Therefore, when the query address of the to-be-served customer is the address corresponding to the registered user number, the registered user number of the to-be-served customer needs to be verified, and when the verification is passed, it is judged whether there is power failure information in the area corresponding to the registered user number of the to-be-served customer.

[0092] It should be noted that if the area corresponding to the bound user number of the to-be-served customer has power failure information, it is judged whether the current power failure exceeds the expected power failure time or exceeds the expected power recovery time.

[0093] If yes, the manual service is transferred.

[0094] If no, after the preset power failure information is announced, it is judged whether there is a pull-in and pull-out record of the to-be-served customer in the fee control system cycle.

[0095] It should be noted that the preset power failure information includes matching the all-around fault power failure information affecting the user and the state, and taking the power failure time and the expected recovery time.

[0096] It can be understood that, compared with the existing power failure query scheme, the technical scheme in the embodiment executes different subsequent processes when the number of the bound user number of the to-be-served customer is different, realizes intelligent judgment of power failure, executes different announcement modes through active identification of the number of the bound user number of the to-be-served customer, provides customized services for the to-be-served customer, and also saves the cumbersome steps of inputting the user number and password confirmation of the customer, thereby improving the shunting rate of the IVR system.

[0097] It should be noted that if the to-be-served customer has a pull-in and pull-out record in the fee control system cycle, the latest record type in the cycle is judged.

[0098] If the latest record type is a tripping announcement, the to-be-served user type is judged based on the fee control interface.

[0099] If the to-be-served user type is a fee control user, the fee control balance is judged.

[0100] If the user type to be served is a non-fee control user, it is determined whether the user to be served has arrears;

[0101] When the fee control balance is less than 0 or the user to be served has arrears, the latest bill electricity fee or balance information is broadcast, and after the broadcast is completed, a transfer manual service option, an end option and a return option are provided;

[0102] When the fee control balance is greater than 0 or the user to be served has no arrears, it is determined whether the user to be served is settled within a preset time;

[0103] If the user to be served is settled within the preset time, a preset content is broadcast, and after the broadcast is completed, a transfer manual service option, an end option and a return option are provided;

[0104] If the user to be served is not settled within the preset time, it is determined whether the current account number has an on-the-way arrears power restoration work order; if not, an arrears power restoration application is issued to the user to be served, and after the end, a transfer manual service option, an end option and a return option are provided; if so, the on-the-way arrears power restoration work order is broadcast, and after the broadcast is completed, a transfer manual service option, an end option and a return option are provided; if the determination fails, a manual service is transferred;

[0105] If the latest record type is a closing broadcast, it is determined whether the user to be served has an unarchived industry expansion work order.

[0106] It should be noted that the end option is an end hang-up option, and the return option is a return main menu option, so that the user to be served can actively select the voice navigation service content.

[0107] It should be noted that if the user to be served currently has arrears or the fee control balance of the user to be served is less than 0, according to the system preset arrears script template, the user to be served has arrears and the latest bill electricity fee information or balance of the user to be served is broadcast, and after the broadcast is completed, a detailed SMS content is sent to the user to be served.

[0108] It should be noted that the preset time can be but is not limited to 1 hour. If the user to be served is settled within 1 hour, a preset pacification content such as "the system is restoring power for you, please wait calmly" is broadcast.

[0109] It should be noted that the failure of determining whether the current account number has an on-the-way arrears power restoration work order is generally an interface call failure, at which time a query failure is broadcast and a manual service is automatically transferred.

[0110] It should be noted that if the user to be served has an unarchived industry expansion work order, the work order link processing progress information is broadcast, and after the broadcast is completed, an electricity fee query option, a manual service option and a return option are provided;

[0111] When the to-be-served customer selects the electricity fee query, the type of the to-be-served customer is judged based on the fee control interface;

[0112] If the to-be-served user is a fee control user, the fee control balance is judged;

[0113] If the to-be-served user is a non-fee control user, the type of the to-be-served customer is judged based on the marketing interface;

[0114] When the type of the to-be-served user is judged to be an IC card user based on the marketing interface, the last month electricity fee of the to-be-served customer is broadcasted, and after the broadcast is completed, the manual service option, the return option and the end option are provided;

[0115] When the type of the to-be-served user is judged to be a monthly settlement user based on the marketing interface, whether the to-be-served user currently has an arrearage is judged;

[0116] If the to-be-served user currently has an arrearage, or the fee control balance of the to-be-served user is less than 0, it is broadcasted that the to-be-served user has an arrearage, and the last period bill electricity fee information or balance of the to-be-served user is broadcasted, and after the broadcast is completed, the previous month bill query option and the return option are provided;

[0117] If the to-be-served user currently has no arrearage, or the fee control balance of the to-be-served user is greater than 0, it is broadcasted that the to-be-served user has no arrearage, and the last period bill electricity fee information or balance of the to-be-served user is broadcasted, and after the broadcast is completed, the previous month bill query option and the return option are provided.

[0118] It should be noted that if the to-be-served customer has an unarchived industry expansion work order, the subsequent process of judging the type of the to-be-served customer based on the fee control interface is different from the subsequent process of judging the type of the to-be-served customer based on the fee control interface when the to-be-served customer has no unarchived industry expansion work order.

[0119] It should be noted that if the to-be-served customer has no unarchived industry expansion work order, and the to-be-served customer selects the power-off query option, the power-off information is broadcasted according to the calling area of the to-be-served customer;

[0120] If the to-be-served customer has no unarchived industry expansion work order, and the to-be-served customer selects the electricity fee query option, whether the to-be-served customer has a last period bill is judged, if yes, the type of the to-be-served customer is judged based on the fee control interface, if no, the current generated electricity fee information is broadcasted, and after the broadcast is completed, the return option is provided.

[0121] It should be noted that when the to-be-served customer has a last period bill, the subsequent process of judging the type of the to-be-served customer based on the fee control interface is the same as the subsequent process of judging the type of the to-be-served customer based on the fee control interface when the to-be-served customer has an unarchived industry expansion work order.

[0122] It can be understood that the technical solution in the embodiment performs corresponding self-service voice navigation services according to the number of household numbers bound by the to-be-served customer, saves the cumbersome steps of inputting the household number and password confirmation by the customer, and improves the shunting rate of the IVR system. Moreover, the technical solution in the embodiment does not require the user to actively select the information to be queried, but performs corresponding self-service voice navigation services through a preset service sequence, thereby directly positioning to the information to be queried by the customer, and further improving the shunting rate of the IVR system.

[0123] It should be noted that if the number of household numbers bound by the to-be-served customer is not less than the preset value, after the power failure information is broadcast according to the calling area of the to-be-served customer, the method further comprises:

[0124] It should be noted that if the number of household numbers bound by the to-be-served customer is not less than the preset value, after the power failure information is broadcast according to the calling area of the to-be-served customer, the method further comprises:

[0125] It should be noted that the preset type can be a type divided in advance according to the excellent classification of the to-be-served customer, for example, the old customer group, the high-quality customer group, the important customer group, the dialect customer group, and the sensitive customer group are divided into the white list, and the inferior customer is divided into the black list, and the preset type can be the customer type in the white list.

[0126] It should be noted that before judging whether the to-be-served customer has the last period of bill, the method further comprises: Figure 4

[0127] If the number of household numbers bound by the to-be-served customer is not less than the preset value or no household number is bound, it is judged whether the to-be-served customer has the last period of bill.

[0128] If the number of household numbers bound by the to-be-served customer is less than the preset value, the query address of the to-be-served customer is confirmed; the query address has a corresponding relationship with the household number bound by the to-be-served customer.

[0129] It is judged whether the query address selected by the to-be-served customer has the last period of bill.

[0130] Before judging whether the to-be-served customer has the last period of bill, that is, when the to-be-served customer selects the electricity fee query option, if the number of household numbers bound by the to-be-served customer is not less than the preset value or no household number is bound, the original process is directly executed.

[0131] ​If the number of the account numbers bound by the to-be-served customer is less than the preset number, the query address of the to-be-served customer is confirmed, the query address has a corresponding relationship with the account numbers bound by the to-be-served customer, for example, the to-be-served customer is prompted to press 1 if the query address corresponding to the bound account number 1 is xxxx1, and to press 2 if the query address corresponding to the bound account number 2 is xxxx2. Preferably, the to-be-served customer is further provided with an option of querying based on the input account number, a return option and a transfer to manual service option. After the query address of the to-be-served customer is confirmed, the original process is executed.

[0132] It can be understood that if the to-be-served customer has bound account numbers, the account numbers can be recognized actively, the address is prompted to guide the to-be-served customer to confirm, the cumbersome steps of inputting the account number and password of the to-be-served customer for confirmation are saved, and the shunting rate of the IVR system is improved.

[0133] Preferably, in the extended scheme of the embodiment, if the to-be-served customer applies for power restoration, the number of the account numbers bound by the to-be-served customer is determined. Figure 5

[0134] If the number of the account numbers bound by the to-be-served customer is not less than the preset number or the to-be-served customer has not bound account numbers, the to-be-served customer is prompted to input the account number.

[0135] If the number of the account numbers bound by the to-be-served customer is less than the preset number, the query address of the to-be-served customer is confirmed; the query address has a corresponding relationship with the account numbers bound by the to-be-served customer.

[0136] After the to-be-served customer inputs the account number or the query address of the to-be-served customer is confirmed, it is judged whether the to-be-served customer is an IC card prepayment user. If not, the original process is executed. If yes, the to-be-served customer is prompted to go to the business hall to handle the business.

[0137] It should be noted that in the technical scheme of the present application, if the self-service voice navigation service process is executed, the type of the to-be-served customer is recognized when the manual service is transferred. According to the type of the to-be-served customer, the corresponding manual service is transferred. In the embodiment, the type of the customer group can be divided according to the excellent classification or group attribute of the to-be-served customer, for example, the customer group is divided into an old customer group, a high-quality customer group, a poor-quality customer group, an important customer group, a dialect customer group and a sensitive customer group. Different manual transfer schemes are provided for different user groups, different customized manual services are provided for different customer groups, and the shunting rate of the IVR system is further improved.

[0138] ​Preferably, in the extension of the present embodiment, the prior art strategy of switching to manual service is also optimized. The disadvantages of the prior art strategy of switching to manual service are: 1. the user inputs the house number for the first time and the interval between inputs is short; 2. the user is disconnected by default after inputting the house number for 3 times; and 3. the user cannot be recognized when inputting a 9-11 digit new power house number.

[0139] The optimization strategy in the present embodiment adds a judgment condition for verification failure and plays back the previous layer or manual service:

[0140] (1) if the house number input by the to-be-served customer does not exist, is incorrect, or the input pause exceeds 30 seconds, the system plays back: “input error, please re-input, press 1 to return to the previous menu”, and if the input house number is 9-11 digits, the system plays back: “if you are a new power customer, please directly press 0 to enter the manual service, and press 1 to return to the previous menu”;

[0141] (2) if the to-be-served customer makes an input error for 2 times, the system plays back: “input error, please re-input, press 1 to return to the previous menu, and press 0 if you need manual service”;

[0142] (3) if the to-be-served customer makes an input error for 3 times, the system plays back: “thank you for your cooperation, you are now connected to the 95598 manual customer service, please hang up if you do not need service”;

[0143] Preferably, after the above rules are executed, if the to-be-served customer does not press a key for 10 seconds, the system repeatedly plays back the query for 2 times, and if the to-be-served customer still does not operate, the system prompts to hang up, and then plays back: “your key input is timed out, please call again”;

[0144] It can be understood that the optimized strategy of switching to manual service in the present embodiment prolongs the waiting time for input error, input pause, and non-existent house number to 30 seconds, thereby improving the fault tolerance of the to-be-served customer. Different prompts and service strategies are provided for the to-be-served customer who makes an input error for 2 times or 3 times, and the switching service is more humanized. After the to-be-served customer inputs the house number, the number of digits of the house number is judged, and if the to-be-served customer inputs a house number of a preset number of digits (9-11 digits), the system provides a voice prompt (such as asking the to-be-served customer whether he / she is a new power customer) and manual service for the user who inputs a 9-11 digit house number, and the service for the new power customer is more optimal.

[0145] Preferably, in the extension of the present embodiment, the method further comprises:

[0146] when switching to manual service, judging whether there is an idle agent;

[0147] if yes, directly switching the call to the corresponding agent for answering;

[0148] If not, after a preset time, the customer will be provided with options to continue waiting, leave a voice message, or end the service.

[0149] In practice, after a 60-second wait, the customer can be offered three options: continue waiting, leave a voice message, or end the service. If the customer chooses to leave a message, a pre-set message can be played, such as, "Please briefly describe your account name, account number, address, and electricity request information. Our staff will contact you as soon as possible." After the customer selects the message option, a message work order is automatically generated, which includes the customer's caller ID, the time of the request, and the voice message information.

[0150] The interactive voice response method for a power customer service center in this embodiment includes: determining the number of account numbers bound to the customer to be served; and executing the corresponding self-service voice navigation service based on a preset service sequence according to the number of account numbers bound to the customer to be served. If, during the execution of the self-service voice navigation service, a human agent is connected, the type of customer to be served is identified; and the corresponding human agent is connected according to the type of customer to be served. The technical solution in this embodiment executes the corresponding self-service voice navigation service based on the number of account numbers bound to the customer to be served, eliminating the cumbersome steps of the customer entering their account number and password for confirmation, thus improving the IVR system's throughput. Furthermore, the technical solution in this embodiment does not require the user to actively select the information they need to query; instead, it executes the corresponding self-service voice navigation service through a preset service sequence, thereby directly locating the information the customer needs to query, further improving the IVR system's throughput. Moreover, the technical solution in this embodiment, by identifying the type of customer to be served and connecting them to the corresponding human agent according to the type of customer to be served, provides different customized human agents for different customers, further improving the IVR system's throughput.

[0151] It should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention and are not intended to limit it. Although the present invention has been described in detail with reference to preferred embodiments, those skilled in the art should understand that modifications or equivalent substitutions can be made to the technical solutions of the present invention without departing from the spirit and scope of the technical solutions of the present invention, and all such modifications or substitutions should be covered within the scope of the claims of the present invention.

Claims

1. An interactive voice response method for an electricity customer service center, characterized in that, include: Confirm power outage information based on the number of account numbers bound to the customers to be served and the area of ​​the incoming call; Based on the power outage information, determine the power on / off records of the customers to be served within the period of the fee control system; Determine the status of unfiled business expansion orders for customers with service based on the power-on / off records; Provide corresponding services to users based on unfiled business expansion orders; Based on the number of account numbers linked to the customer to be served, and according to the preset service sequence, the corresponding self-service voice navigation service is executed, including: If the number of account numbers bound to the customer to be served is not less than the preset value or there are no account numbers bound, the power outage information will be broadcast according to the caller's area. If the number of account numbers bound to the customer to be served is less than the preset value, then determine whether there is a power outage information in the area corresponding to the account number bound to the customer to be served. If there is no power outage information in the area corresponding to the account number bound to the customer to be served, then determine whether the customer to be served has any opening and closing records in the fee control system cycle. If the customer to be served has no opening or closing records within the period of the fee control system, then it is determined whether the customer to be served has any unfiled business expansion orders. If the customer to be served has no unfiled business expansion orders, then provide the customer with options for power outage inquiry, electricity bill inquiry, manual service, and return.

2. The interactive voice response method for an electricity customer service center as described in claim 1, characterized in that: The method for determining whether there is a power outage message includes: Confirm the query address of the customer to be served; When the query address of the customer to be served is the address corresponding to the bound account number, determine whether there is a power outage information in the area corresponding to the bound account number of the customer to be served; When the query address of the customer to be served is the address corresponding to the entered household number, the entered household number of the customer to be served is verified. If the verification is successful, it is determined whether there is any power outage information in the area corresponding to the entered household number of the customer to be served.

3. The interactive voice response method for an electricity customer service center as described in claim 2, characterized in that: The method for determining whether there is a power outage message further includes: When there is a power outage in the area corresponding to the account number bound to the customer to be served, determine whether the current power outage exceeds the estimated power outage time or exceeds the estimated power restoration time; If the conditions are met, the call is transferred to human service; if not, after broadcasting the preset power outage information, it is determined whether the customer to be served has any opening or closing records within the fee control system cycle.

4. The interactive voice response method for an electricity customer service center as described in claim 1, characterized in that: When the customer to be served has a circuit breaker opening / closing record within the fee control system cycle, determine the type of the latest record within the cycle, including: When the latest record type is trip broadcast, the type of user to be served is determined based on the fee control interface; When the user to be served is a prepaid user, check the prepaid balance; When the user to be served is a non-fee-controlled user, determine whether the user has any outstanding fees.

5. The interactive voice response method for an electricity customer service center as described in claim 4, characterized in that: The method for determining whether a user to be served has any outstanding fees includes: When the prepaid balance is less than 0, or when the user to be served has outstanding fees, the system will announce the electricity bill or balance information of the latest bill and provide options to transfer to human service, end the call, and return after the announcement. When the balance of the fee control system is greater than 0, or when the user to be served has no outstanding fees, determine whether the user to be served has settled the fees within the preset time. When a user settles their account within the preset time, the system will announce the preset message and provide options to transfer to human assistance, end the session, and return to the previous session after the announcement. If a user fails to settle their outstanding balance within a preset time, the system checks if there are any pending overdue power restoration work orders for the current account. If not, an overdue power restoration application is sent to the user, and options for transferring to human assistance, ending the process, and returning are provided upon completion. If there are pending overdue power restoration work orders, the system announces the pending overdue power restoration work orders and provides options for transferring to human assistance, ending the process, and returning after the announcement. If the system fails to resolve the issue, the user is transferred to human assistance. When the latest record type is "shutdown broadcast", determine whether the customer to be served has any unfiled business expansion orders.

6. The interactive voice response method for an electricity customer service center as described in claim 5, characterized in that: When a customer has an unfiled business expansion order, the system will announce the progress of the order processing and provide options for electricity bill inquiry, human assistance, and return after the announcement. When a customer selects electricity bill inquiry, the customer type is determined based on the fee control interface. When the user to be served is a prepaid user, check the prepaid balance; When the user type to be served is a non-cost-controlled user, the customer type to be served is determined based on the marketing interface; When the marketing interface determines that the user to be served is an IC card user, the system will announce the customer's electricity bill for the previous month and provide manual service, return, and end options after the announcement. When the marketing interface determines that the user to be served is a monthly billing user, it is necessary to determine whether the user currently has any outstanding fees. When a user in need of service has outstanding payments or when the user's prepaid balance is less than 0, the system will announce that the user has outstanding payments, as well as the user's latest bill information or balance. After the announcement, the system will provide options to query past bills and return to the previous month. When the user to be served has no outstanding fees or the user's prepaid balance is greater than 0, the system will announce that the user has no outstanding fees, as well as the user's latest bill information or balance. After the announcement, the system will provide options to query past bills and return to the previous month.

7. The interactive voice response method for an electricity customer service center as described in claim 5, characterized in that: When the customer to be served has no unfiled business expansion orders and selects the power outage query option, the power outage information will be broadcast according to the area of ​​the customer who called. When a customer awaiting service has no unfiled business expansion orders and selects the electricity bill inquiry option, the system determines whether the customer has a recent bill. If so, the system determines the customer type based on the fee control interface. If not, the system announces that no electricity bill information has been generated and provides a return option after the announcement.

8. The interactive voice response method for an electricity customer service center as described in claim 7, characterized in that: Confirm the query address of the customer to be served, and determine whether the query address selected by the customer to be served has the most recent bill.

Images