Work order management method and system

Abstract

The present invention discloses a work order management method, including: a work order creation device creates a work order according to a call type; the work order creation device assigns the created work order to a corresponding robot; the robot performs a corresponding task according to the assigned work order; when a human agent needs to intervene, the robot transfers the work order to the human agent; after the current human agent completes processing the work order, the work order transfer device transfers the work order or reassigns it; the completed work order is fed back to the work order management device, and after confirming that the work order is completed, it is marked and stored in a database. In addition, the present invention also discloses a work order management system. The present invention realizes the collaborative cooperation between the robot and the human agent through automated work order management and task assignment, and realizes the efficient processing of work order tasks by combining navigation branches and work order allocation mechanisms.

Description

Technical Field

[0001] The present invention relates to the technical field of call centers, and in particular to a work order management method and system. Background Art

[0002] In the existing technology, there is a lack of effective work order management in the human-machine collaboration of the call center, which leads to poor information transmission, repeated processing, handover errors, inability to realize parallel processing of multiple work orders, slow response speed and difficulty in monitoring, which ultimately affects operational efficiency and service quality, and cannot flexibly respond to complex customer needs. Summary of the invention

[0003] Based on this, in order to solve the technical problems in the prior art, a work order management system is proposed, including a work order creation device, a robot, a work order circulation device, a work order management device, and a database:

[0004] The work order creation device creates a corresponding work order according to the call type;

[0005] Among them, call types include outbound calls and inbound calls; work orders include outbound work orders and inbound work orders; outbound work orders are created for outbound calls, and inbound work orders are created for inbound calls;

[0006] The work order creation device assigns the created work order to the corresponding robot; the robot performs the corresponding task according to the assigned work order;

[0007] After the work order is created, the generated work order data is transmitted to the robot; the robot interacts with the customer according to the preset words and adjusts the words according to the work order data;

[0008] When the robot determines that it cannot solve the customer's needs and requires human agent intervention, the work order will be transferred to the human agent through the work order transfer device according to the customer's needs and the trigger conditions preset by the robot;

[0009] After the current manual agent completes the processing of the work order, the work order transfer device transfers the work order or reassigns it;

[0010] Feedback the completed work order to the work order management device; check the completion status of the work order through the work order management device and conduct quality supervision, and return the work order to the manual seat for reprocessing when necessary; after determining that the work order is completed, the work order task process ends, and the work order management device marks it as completed;

[0011] The work order data of completed work orders are archived and stored in the database.

[0012] In one embodiment, before creating a work order, the work order creation device first creates a call work order template according to the call type, and the call work order template is used to load calls classified by the template so as to classify the business record data;

[0013] Among them, the call ticket template includes the outbound call ticket template and the inbound call ticket template;

[0014] Set the call ticket template, including template name, template status, and ticket template content;

[0015] The template name is used to identify different types of work order templates to distinguish various tasks;

[0016] The template status is used to indicate the current enabled status of the template. When the template status is enabled, it means that it can be used to create work orders.

[0017] The work order template content is used to define the work order execution rules and data fields; the work order template content is determined by the business statistics items, which include the customer's name, mobile phone number, and whether there is an intention, so as to be used during the call;

[0018] When the call ticket template is created, the robot activates the call ticket template by enabling the outbound call operation, and puts it into the waiting state;

[0019] Among them, robots include outbound robots and inbound robots;

[0020] When the outbound call ticket template is created, the outbound call robot activates the outbound call ticket template by enabling the outbound call operation, and puts it into the waiting state for outbound calls;

[0021] When the incoming call ticket template is created, the incoming call robot activates the incoming call ticket template by enabling the incoming call operation, and puts it into the waiting state;

[0022] After the call work order template is activated, the work order creation device uses the work order template to create a work order.

[0023] In one embodiment, creating a work order using a work order template specifically includes:

[0024] Fill in or upload data; work order data is entered manually or uploaded in batches to ensure the integrity of the work order information;

[0025] Adjust the robot scheduling strategy; among them, adjust the robot scheduling strategy according to the business situation, including specifying the speech, seat allocation, and role division, so that the work order process meets the business needs;

[0026] Assign work orders to appropriate skill groups or human agents based on work order attributes and corresponding agent assignment strategies; assignment strategies ensure that each work order is handled by the most appropriate robot or human agent.

[0027] In one embodiment, the manual agent performs work order operations through the agent-side interface of the manual agent end, and the agent-side interface includes a pending work order interface, an accepted work order interface, a concerned work order interface, and a copied work order interface;

[0028] Among them, through the to-do work order interface, the manual seat views and accepts the assigned to-do work orders in order to understand and handle the tasks that have not yet been processed;

[0029] Among them, through the work order interface in process, the manual seat performs the operations of editing, assigning, copying, or completing the work order in process to ensure the progress of work order processing and the rationality of allocation;

[0030] Among them, through the work order attention interface, the manual seat can view the work order information and add comments for the work order that has been followed, so as to participate in the discussion and pay attention to the processing progress of the work order;

[0031] Among them, through the copy work order interface, the manual agent can view and comment on the work order copied to the manual agent end, so as to share opinions or assist in processing during the collaboration process;

[0032] Manual agents can view the work orders and pending work orders they have initiated through the agent-side interface, understand the status of the work order tasks they are responsible for, and monitor all work order history records related to customers through the agent-side interface to establish a complete customer service file.

[0033] In one embodiment, after the manual agent takes over the circulating work order, the manual agent checks the work order information to be processed through the to-be-processed work order interface;

[0034] Among them, the work order information includes customer name, intention status, and order status;

[0035] The manual agent rewrites the shared data of the work order, including editing the work order content and updating the work order status, thus ensuring the consistency of the work order data;

[0036] When the manual agent is handling the call of the current work order, he / she can choose to suspend the call for a follow-up visit and update the work order status;

[0037] When the current manual agent is unable to solve the customer's problem or the customer's demand is beyond his or her capabilities, the manual agent will transfer the work order to other manual agents through the work order transfer device to ensure that the customer's problem is solved.

[0038] In one embodiment, the human agent checks the work orders and pending work orders initiated by him / her through the agent-side interface, understands the status of the work order tasks he / she is responsible for, and monitors all work order history records related to the customer through the agent-side interface to establish a complete customer service file;

[0039] The human agent adds other CC objects in the work order through the agent-side interface. Other CC objects include management personnel and technical support personnel. Message notifications are sent to the CC objects to ensure smooth transmission of information between personnel. Message replies are used to ensure smooth communication between personnel.

[0040] In one embodiment, the system further includes a statistical optimization device, which adjusts the system strategy by counting the work order data in the database, including:

[0041] Adjust the call strategy and analyze whether more customers are converted into orders at a specific stage, so as to strengthen the robot's speech and strategy in the corresponding link;

[0042] Adjust the priority of potential customers. Based on the customer's order data, adjust the call priority of high-potential customers to ensure timely follow-up of high-potential customers;

[0043] The statistical optimization device regularly analyzes various data of the work order and adjusts the robot call and manual agent processing strategies.

[0044] In addition, in order to solve the technical problems in the prior art, a work order management method is proposed, including:

[0045] The work order creation device creates a corresponding work order according to the call type;

[0046] Among them, call types include outbound calls and inbound calls; work orders include outbound work orders and inbound work orders; outbound work orders are created for outbound calls, and inbound work orders are created for inbound calls;

[0047] The work order creation device assigns the created work order to the corresponding robot;

[0048] Among them, robots include outbound robots and inbound robots;

[0049] The robot performs the corresponding tasks according to the assigned work order;

[0050] When human agent intervention is required, the robot transfers the work order to the human agent;

[0051] After the current manual agent completes processing of the work order, the work order transfer device transfers the work order or reassigns it;

[0052] The completed work order is fed back to the work order management device, and after the work order is confirmed to be completed, it is marked and stored in the database.

[0053] In one embodiment, before creating a work order, the work order creation device first creates a call work order template according to the call type, and the call work order template is used to load calls classified by the template so as to classify the business record data;

[0054] Among them, the call ticket template includes the outbound call ticket template and the inbound call ticket template;

[0055] Set the call ticket template, including template name, template status, and ticket template content;

[0056] The template name is used to identify different types of work order templates to distinguish various tasks;

[0057] The template status is used to indicate the current enabled status of the template. When the template status is enabled, it means that it can be used to create work orders.

[0058] The work order template content is used to define the work order execution rules and data fields; the work order template content is determined by the business statistics items, which include the customer's name, mobile phone number, and whether there is an intention, so as to be used during the call;

[0059] When the call ticket template is created, the robot activates the call ticket template by enabling the outbound call operation, and puts it into the waiting state;

[0060] Among them, robots include outbound robots and inbound robots;

[0061] When the outbound call ticket template is created, the outbound call robot activates the outbound call ticket template by enabling the outbound call operation, and puts it into the waiting state for outbound calls;

[0062] When the incoming call ticket template is created, the incoming call robot activates the incoming call ticket template by enabling the incoming call operation, and puts it into the waiting state;

[0063] After the call work order template is activated, the work order creation device uses the work order template to create a work order.

[0064] In one embodiment, creating a work order using a work order template specifically includes:

[0065] Fill in or upload data; work order data is entered manually or uploaded in batches to ensure the integrity of the work order information;

[0066] Adjust the robot scheduling strategy; among them, adjust the robot scheduling strategy according to the business situation, including specifying the speech, seat allocation, and role division, so that the work order process meets the business needs;

[0067] Assign work orders to appropriate skill groups or human agents based on work order attributes and corresponding agent assignment strategies; assignment strategies ensure that each work order is handled by the most appropriate robot or human agent.

[0068] Implementing the embodiments of the present invention will have the following beneficial effects:

[0069] The present invention can realize efficient work order management of human-machine collaboration in call centers, solving problems such as poor information transmission, repeated work order processing, and handover errors. Through human-machine collaboration and automated work order allocation and circulation, the system can process multiple work orders at the same time, significantly improving task processing speed and customer response efficiency. In addition, the patent provides comprehensive monitoring and tracking functions to ensure the quality and consistency of work order processing, thereby improving customer satisfaction and the overall operational efficiency of the call center. BRIEF DESCRIPTION OF THE DRAWINGS

[0070] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0071] in:

[0072] Figure 1 It is a flowchart of the work order management method in the present invention;

[0073] Figure 2 It is a schematic diagram of the work order management system in the present invention; DETAILED DESCRIPTION

[0074] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0075] The present invention discloses a work order management method, comprising:

[0076] The work order creation device creates a corresponding work order according to the call type;

[0077] Among them, call types include outbound calls and inbound calls; work orders include outbound work orders and inbound work orders; outbound work orders are created for outbound calls, and inbound work orders are created for inbound calls;

[0078] The work order creation device assigns the created work order to the corresponding robot;

[0079] Among them, robots include outbound robots and inbound robots;

[0080] The robot performs the corresponding tasks according to the assigned work order;

[0081] When human agent intervention is required, the robot transfers the work order to the human agent;

[0082] After the current manual agent completes processing of the work order, the work order transfer device transfers the work order or reassigns it;

[0083] Feedback the completed work order to the work order management device, confirm that the work order is completed, mark it and store it in the database;

[0084] Specifically, for outbound calls:

[0085] Create an outbound call ticket and assign it to an outbound call robot;

[0086] The outbound call process starts with the creation of a work order. The corresponding outbound work order is generated according to the user's request, and the work order is assigned to the outbound robot. Each work order corresponds to an outbound robot.

[0087] Each work order corresponds to an outbound call robot to ensure the uniqueness of the task and the clarity of the process;

[0088] The outbound call robot performs corresponding tasks according to the assigned work orders;

[0089] Among them, after receiving the work order, the outbound call robot starts to execute the tasks contained in the work order; the robot interacts with the customer according to the preset dialogue logic, collects customer information, and determines whether human agent intervention is needed based on customer feedback;

[0090] When the robot determines that it cannot solve the customer's needs and requires human agent intervention, it transfers the work order to the human agent;

[0091] The work order is transferred to the manual agent, who then takes over the current call. When the outbound call robot transfers the work order to the manual agent, the manual agent checks the customer information and previous conversation records, and continues to process the work order to ensure that the customer's problem is resolved.

[0092] Manual agent takeover ensures that when robots are unable to handle complex tasks, manual agents can intervene in time to meet the diverse needs of customers;

[0093] After the work order is processed, it will be transferred or reassigned;

[0094] After the current manual agent completes processing the work order, the work order will be transferred to the next processing link according to business needs; if the customer's needs are not completely solved, the next manual agent or robot will be arranged to handle the follow-up until the customer's problem is completely solved;

[0095] Provide feedback and identification for completed work orders and store them in the system database;

[0096] Among them, after the manual agent completes processing the current work order, the work order is fed back to the work order management device to ensure the quality of work order processing;

[0097] When the work order task is completed, the work order is marked as completed and filed in the system database;

[0098] The work order data stored in the database includes the processing records of robots and human agents, which can be used for subsequent query, data analysis, and process optimization, thus completing the entire work order flow closed loop and settlement link, and providing data support for subsequent process improvements;

[0099] Specifically, for incoming calls:

[0100] Create an inbound ticket and assign it to the inbound robot:

[0101] Among them, after answering the incoming call, a work order is created and generated; the incoming robot can handle multiple work orders at the same time and perform multi-task parallel processing; multi-task parallel processing can improve the system's responsiveness;

[0102] The inbound robot performs the corresponding tasks in the corresponding navigation branch according to the assigned work order:

[0103] Among them, after receiving the work order, the inbound robot guides the user through the preset navigation branches to help the customer locate the service he needs;

[0104] Navigation branches are used for quick diversion, allocating work orders according to demand to ensure the efficiency of the process;

[0105] When the robot detects that human agent intervention is required, it transfers the work order to the human agent;

[0106] When the robot detects that the current customer's needs need to be handled by a human agent during navigation branch guidance, it transfers the work order to the human agent, who takes over the current call. The human agent checks the customer information and previous conversation records, and continues to process the work order accordingly to ensure that the customer's problem is resolved.

[0107] After the work order is processed, it will be transferred or reassigned;

[0108] When the human agent completes the processing of the work order, the work order will be transferred to the next processing link according to business needs; if the customer's needs are not completely solved, the next human or robot will be arranged to handle the follow-up until the customer's problem is completely solved;

[0109] Provide feedback and identification for completed work orders and store them in the system database;

[0110] Among them, after the manual seat completes the processing of the current work order, the work order is fed back to the work order management device to ensure the processing quality of the work order;

[0111] When the work order task is completed, the work order is marked as completed and filed in the system database;

[0112] The work order data stored in the database includes the processing records of robots and human agents, which can be used for subsequent query, data analysis, and process optimization, thus completing the entire work order flow closed loop and settlement link, and providing data support for subsequent process improvements;

[0113] In particular, before creating a work order, the work order creation device first creates a call work order template according to the call type, and the call work order template is used to load the calls classified by the template so as to classify the business record data;

[0114] Among them, the call ticket template includes the outbound call ticket template and the inbound call ticket template;

[0115] Set the call ticket template, including template name, template status, and ticket template content;

[0116] The template name is used to identify different types of work order templates to distinguish various tasks;

[0117] The template status is used to indicate the current enabled status of the template. When the template status is enabled, it means that it can be used to create work orders.

[0118] The work order template content is used to define the work order execution rules and data fields; the work order template content is determined by the business statistics items, which include the customer's name, mobile phone number, and whether there is an intention, so as to be used during the call;

[0119] When the call ticket template is created, the robot activates the call ticket template by enabling the outbound call operation, and puts it into the waiting state;

[0120] Among them, robots include outbound robots and inbound robots;

[0121] When the outbound call ticket template is created, the outbound call robot activates the outbound call ticket template by enabling the outbound call operation, and puts it into the waiting state for outbound calls;

[0122] When the incoming call ticket template is created, the incoming call robot activates the incoming call ticket template by enabling the incoming call operation, and puts it into the waiting state;

[0123] After the call work order template is activated, the work order creation device uses the work order template to create a work order.

[0124] In particular, using a work order template to create a work order includes:

[0125] Fill in or upload data; work order data is entered manually or uploaded in batches to ensure the integrity of the work order information;

[0126] Adjust the robot scheduling strategy; among them, adjust the robot scheduling strategy according to the business situation, including specifying the speech, seat allocation, and role division, so that the work order process meets the business needs;

[0127] Assign work orders to appropriate skill groups or human agents based on work order attributes and corresponding agent assignment strategies; assignment strategies ensure that each work order is handled by the most appropriate robot or human agent;

[0128] In particular, the statistical optimization device adjusts the system strategy by using the work order data in the statistical database, including:

[0129] Adjust the call strategy and analyze whether more customers are converted into orders at a specific stage, so as to strengthen the robot's speech and strategy in the corresponding link;

[0130] Adjust the priority of potential customers. Based on the customer's order data, adjust the call priority of high-potential customers to ensure timely follow-up of high-potential customers;

[0131] The statistical optimization device regularly analyzes various data of work orders and adjusts the robot call and manual seat processing strategies;

[0132] The statistical optimization device improves call quality and customer satisfaction by continuously improving strategies, forming a complete process closed loop.

[0133] In addition, the present invention discloses a work order management system, including a work order creation device, a robot, a work order circulation device, a work order management device, and a database;

[0134] The work order creation device creates a corresponding work order according to the call type;

[0135] Among them, call types include outbound calls and inbound calls; work orders include outbound work orders and inbound work orders; outbound work orders are created for outbound calls, and inbound work orders are created for inbound calls;

[0136] In particular, before creating a work order, the work order creation device first creates a call work order template according to the call type, and the call work order template is used to load the calls classified by the template so as to classify the business record data;

[0137] Among them, call types include outbound calls and inbound calls; call ticket templates include outbound call ticket templates and inbound call ticket templates;

[0138] Set the call ticket template, including template name, template status, and ticket template content;

[0139] The template name is used to identify different types of work order templates to distinguish various tasks;

[0140] The template status is used to indicate the current enabled status of the template. When the template status is enabled, it means that it can be used to create work orders.

[0141] The work order template content is used to define the work order execution rules and data fields; the work order template content is determined by the business statistics items, which include the customer's name, mobile phone number, and whether there is an intention, so as to be used during the call;

[0142] When the call ticket template is created, the robot activates the call ticket template by enabling the outbound call operation, and puts it into the waiting state;

[0143] Among them, robots include outbound robots and inbound robots;

[0144] Specifically, when the outbound call ticket template is created, the outbound call robot activates the outbound call ticket template by enabling the outbound call operation, and puts it into a waiting state for outbound calls;

[0145] Specifically, when the incoming call ticket template is created, the incoming call robot activates the incoming call ticket template by enabling the incoming call operation, so that it enters the waiting state for incoming calls;

[0146] After the call work order template is activated, the work order creation device uses the work order template to create a work order;

[0147] Among them, the creation of work order templates includes:

[0148] Fill in or upload data; the work order data is entered manually or uploaded in batches; ensure the integrity of the work order information;

[0149] Adjust the robot scheduling strategy; among them, adjust the robot scheduling strategy according to the business situation, including specifying the speech, seat allocation, and role division, so that the work order process meets the business needs;

[0150] Assign work orders to appropriate skill groups or human agents based on work order attributes and corresponding agent assignment strategies; assignment strategies ensure that each work order is handled by the most appropriate robot or human agent, avoiding duplication and inefficiency.

[0151] The work order creation device assigns the created work order to the corresponding robot; the robot performs the corresponding task according to the assigned work order;

[0152] After the work order is created, the generated work order data is transmitted to the robot; the robot interacts with the customer according to the preset words and adjusts the words according to the work order data;

[0153] Adjust the words according to the work order data to improve the interaction effect;

[0154] When the robot determines that it cannot solve the customer's needs and requires human agent intervention, the work order will be transferred to the human agent through the work order transfer device according to the customer's needs and the trigger conditions preset by the robot;

[0155] Among them, situations that the robot cannot handle include customers asking complex questions or making specific requests, and the preset trigger conditions include the number of failed answers and identifying changes in customer intentions;

[0156] In particular, after the manual agent takes over the circulating work order, the manual agent checks the work order information to be processed through the to-be-processed work order interface;

[0157] Among them, the work order information includes customer name, intention status, and order status;

[0158] The manual agent rewrites the shared data of the work order, including editing the work order content and updating the work order status, thus ensuring the consistency of the work order data;

[0159] In particular, when a human agent is handling a call for a current work order, they can choose to suspend the call for a follow-up visit and update the work order status;

[0160] The call suspension and update functions help agents handle multiple work orders and avoid calling the same customer repeatedly;

[0161] When the current manual agent cannot solve the customer's problem or the customer's demand exceeds its capabilities, the manual agent will transfer the work order to other manual agents through the work order transfer device to ensure that the customer's problem is solved; the re-transfer can be multiple assignments;

[0162] Manual agents can view the work orders they have initiated and pending work orders through the agent-side interface, understand the status of the work order tasks they are responsible for, and monitor all work order history records related to customers through the agent-side interface to establish a complete customer service file;

[0163] The human agent adds other CC objects to the work order through the agent-side interface. Other CC objects include management personnel and technical support personnel. The CC objects are notified by message to ensure smooth information transmission between personnel. Personnel communicate smoothly through message replies.

[0164] In particular, the manual agent performs work order operations through the agent-side interface of the manual agent end. The agent-side interface includes the pending work order interface, the accepted work order interface, the concerned work order interface, and the copied work order interface;

[0165] Among them, through the to-do work order interface, the manual seat views and accepts the assigned to-do work orders in order to understand and handle the tasks that have not yet been processed;

[0166] Among them, through the work order interface in process, the manual seat performs the operations of editing, assigning, copying, or completing the work order in process to ensure the progress of work order processing and the rationality of allocation;

[0167] Among them, through the work order attention interface, the manual seat can view the work order information and add comments for the work order that has been followed, so as to participate in the discussion and pay attention to the processing progress of the work order;

[0168] Among them, through the copy work order interface, the manual agent can view and comment on the work order copied to the manual agent end, so as to share opinions or assist in processing during the collaboration process;

[0169] After the current manual agent completes the processing of the work order, the work order transfer device transfers the work order or reassigns it;

[0170] Feedback completed work orders to the work order management device to ensure the quality of work order processing;

[0171] The manager checks the completion status of the work order through the work order management device and conducts quality supervision. If necessary, the work order is returned to the manual agent for reprocessing. When the manager determines that the work order is completed, the work order task process ends and the work order management device marks it as completed. The work order data of the completed work order is archived and stored in the database.

[0172] The work order data stored in the database includes the processing records of robots and human agents, which can be used for subsequent query, data analysis, and process optimization, thus completing the entire work order flow closed loop and settlement link, and providing data support for subsequent process improvements;

[0173] In particular, the system also includes a statistical optimization device, which adjusts the system strategy by counting the work order data in the database, specifically including:

[0174] Adjust the call strategy and analyze whether more customers are converted into orders at a specific stage, so as to strengthen the robot's speech and strategy in the corresponding link;

[0175] Adjust the priority of potential customers. Based on the customer's order data, adjust the call priority of high-potential customers to ensure timely follow-up of high-potential customers;

[0176] The statistical optimization device regularly analyzes various data of work orders and adjusts the robot call and manual seat processing strategies;

[0177] The statistical optimization device improves call quality and customer satisfaction by continuously improving strategies, forming a complete process closed loop.

[0178] The above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit the same. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements will not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A work order management system, characterized in that: Including work order creation device, robot, work order circulation device, work order management device, database: The work order creation device creates a corresponding work order according to the call type; Among them, call types include outbound calls and inbound calls; work orders include outbound work orders and inbound work orders; outbound work orders are created for outbound calls, and inbound work orders are created for inbound calls; The work order creation device assigns the created work order to the corresponding robot; the robot performs the corresponding task according to the assigned work order; After the work order is created, the generated work order data is transmitted to the robot; the robot interacts with the customer according to the preset words and adjusts the words according to the work order data; When the robot determines that it cannot solve the customer's needs and requires human agent intervention, the work order will be transferred to the human agent through the work order transfer device according to the customer's needs and the trigger conditions preset by the robot; After the current manual agent completes the processing of the work order, the work order transfer device transfers the work order or reassigns it; Feedback the completed work order to the work order management device; check the completion status of the work order through the work order management device and conduct quality supervision, and return the work order to the manual seat for reprocessing when necessary; after determining that the work order is completed, the work order task process ends, and the work order management device marks it as completed; The work order data of completed work orders are archived and stored in the database.

2. The work order management system according to claim 1, It is characterized in that in, Before creating a work order, the work order creation device first creates a call work order template according to the call type, and the call work order template is used to load the calls classified by the template so as to classify the business record data; Among them, the call ticket template includes the outbound call ticket template and the inbound call ticket template; Set the call ticket template, including template name, template status, and ticket template content; The template name is used to identify different types of work order templates to distinguish various tasks; The template status is used to indicate the current enabled status of the template. When the template status is enabled, it means that it can be used to create work orders. The work order template content is used to define the work order execution rules and data fields; the work order template content is determined by the business statistics items, which include the customer's name, mobile phone number, and whether there is an intention, so as to be used during the call; When the call ticket template is created, the robot activates the call ticket template by enabling the outbound call operation, and puts it into the waiting state; Among them, robots include outbound robots and inbound robots; When the outbound call ticket template is created, the outbound call robot activates the outbound call ticket template by enabling the outbound call operation, and puts it into the waiting state for outbound calls; When the incoming call ticket template is created, the incoming call robot activates the incoming call ticket template by enabling the incoming call operation, and puts it into the waiting state; After the call work order template is activated, the work order creation device uses the work order template to create a work order.

3. The work order management system according to claim 2, It is characterized in that in, Use the work order template to create a work order, including: Fill in or upload data; work order data is entered manually or uploaded in batches to ensure the integrity of the work order information; Adjust the robot scheduling strategy; among them, adjust the robot scheduling strategy according to the business situation, including specifying the speech, seat allocation, and role division, so that the work order process meets the business needs; Assign work orders to appropriate skill groups or human agents based on work order attributes and corresponding agent assignment strategies; assignment strategies ensure that each work order is handled by the most appropriate robot or human agent.

4. The work order management system according to claim 1, It is characterized in that in, Manual agents perform work order operations through the agent-side interface of the manual agent end. The agent-side interface includes the pending work order interface, the accepted work order interface, the concerned work order interface, and the copied work order interface. Among them, through the to-do work order interface, the manual seat views and accepts the assigned to-do work orders in order to understand and handle the tasks that have not yet been processed; Among them, through the work order interface in process, the manual seat performs the operations of editing, assigning, copying, or completing the work order in process to ensure the progress of work order processing and the rationality of allocation; Among them, through the work order attention interface, the manual seat can view the work order information and add comments for the work order that has been followed, so as to participate in the discussion and pay attention to the processing progress of the work order; Among them, through the copy work order interface, the manual agent can view and comment on the work order copied to the manual agent end, so as to share opinions or assist in processing during the collaboration process; Manual agents can view the work orders and pending work orders they have initiated through the agent-side interface, understand the status of the work order tasks they are responsible for, and monitor all work order history records related to customers through the agent-side interface to establish a complete customer service file.

5. The work order management system according to claim 4, It is characterized in that Among them, after the manual agent takes over the circulating work order, the manual agent checks the work order information to be processed through the to-be-processed work order interface; Among them, the work order information includes customer name, intention status, and order status; The manual agent rewrites the shared data of the work order, including editing the work order content and updating the work order status, thus ensuring the consistency of the work order data; When the manual agent is handling the call of the current work order, he / she can choose to suspend the call for a follow-up visit and update the work order status; When the current manual agent is unable to solve the customer's problem or the customer's demand is beyond his or her capabilities, the manual agent will transfer the work order to other manual agents through the work order transfer device to ensure that the customer's problem is solved.

6. The work order management system according to claim 4, characterized in that: in, Manual agents can view the work orders they have initiated and pending work orders through the agent-side interface, understand the status of the work order tasks they are responsible for, and monitor all work order history records related to customers through the agent-side interface to establish a complete customer service file; The human agent adds other CC objects in the work order through the agent-side interface. Other CC objects include management personnel and technical support personnel. Message notifications are sent to the CC objects to ensure smooth transmission of information between personnel. Message replies are used to ensure smooth communication between personnel.

7. The work order management system according to claim 1, It is characterized in that The system also includes a statistical optimization device, which adjusts the system strategy by counting the work order data in the database, including: Adjust the call strategy and analyze whether more customers are converted into orders at a specific stage, so as to strengthen the robot's speech and strategy in the corresponding link; Adjust the priority of potential customers. Based on the customer's order data, adjust the call priority of high-potential customers to ensure timely follow-up of high-potential customers; The statistical optimization device regularly analyzes various data of the work order and adjusts the robot call and manual agent processing strategies.

8. A work order management method, characterized in that: include: The work order creation device creates a corresponding work order according to the call type; Among them, call types include outbound calls and inbound calls; work orders include outbound work orders and inbound work orders; outbound work orders are created for outbound calls, and inbound work orders are created for inbound calls; The work order creation device assigns the created work order to the corresponding robot; Among them, robots include outbound robots and inbound robots; The robot performs the corresponding tasks according to the assigned work order; When human agent intervention is required, the robot transfers the work order to the human agent; After the current manual agent completes processing of the work order, the work order transfer device transfers the work order or reassigns it; The completed work order is fed back to the work order management device, and after the work order is confirmed to be completed, it is marked and stored in the database.

9. The work order management method according to claim 8, It is characterized in that in, Before creating a work order, the work order creation device first creates a call work order template according to the call type, and the call work order template is used to load the calls classified by the template so as to classify the business record data; Among them, the call ticket template includes the outbound call ticket template and the inbound call ticket template; Set the call ticket template, including template name, template status, and ticket template content; The template name is used to identify different types of work order templates to distinguish various tasks; The template status is used to indicate the current enabled status of the template. When the template status is enabled, it means that it can be used to create work orders. The work order template content is used to define the work order execution rules and data fields; the work order template content is determined by the business statistics items, which include the customer's name, mobile phone number, and whether there is an intention, so as to be used during the call; When the call ticket template is created, the robot activates the call ticket template by enabling the outbound call operation, and puts it into the waiting state; Among them, robots include outbound robots and inbound robots; When the outbound call ticket template is created, the outbound call robot activates the outbound call ticket template by enabling the outbound call operation, and puts it into the waiting state for outbound calls; When the incoming call ticket template is created, the incoming call robot activates the incoming call ticket template by enabling the incoming call operation, and puts it into the waiting state; After the call work order template is activated, the work order creation device uses the work order template to create a work order.

10. The work order management method according to claim 9, It is characterized in that in, Use the work order template to create a work order, including: Fill in or upload data; work order data is entered manually or uploaded in batches to ensure the integrity of the work order information; Adjust the robot scheduling strategy; among them, adjust the robot scheduling strategy according to the business situation, including specifying the speech, seat allocation, and role division, so that the work order process meets the business needs; Assign work orders to appropriate skill groups or human agents based on work order attributes and corresponding agent assignment strategies; assignment strategies ensure that each work order is handled by the most appropriate robot or human agent.

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