Customer service work order division method and device, server and storage medium

Abstract

The invention relates to the technical field of communication, and discloses a case division method and device for a customer service work order, a server and a storage medium, and the method comprises the following steps: collecting an incoming line appeal of a customer; obtaining customer service historical work performance information; obtaining a current case division strategy; and determining that the work order should be assigned to a specific customer service worker according to the customer appeal and the customer service historical operation performance in combination with the current case division strategy. The invention provides a case division method and device for customer service work orders, a server and a storage medium, and aims to accelerate processing and analysis of massive customer service work orders by utilizing the parallel computing capability of a GPU (Graphics Processing Unit) so as to realize real-time and dynamic work order allocation.

Description

Technical Field

[0001] The present invention relates to the field of communications, and in particular to a method, device, server and storage medium for dividing customer service work orders. Background Art

[0002] In the existing customer service system, a large number of customer service tickets need to be quickly and accurately assigned to the right customer service personnel. However, traditional allocation methods mostly rely on established rules or simple keyword matching. These methods cannot take into account the unique needs of customers and the expertise of customer service personnel, which often leads to uneven ticket allocation, thus affecting service quality and customer satisfaction.

[0003] In order to solve the above problems, the present application proposes a method, device, server and storage medium for dividing customer service work orders. Summary of the invention

[0004] (I) Purpose of the invention

[0005] In order to solve the technical problems existing in the background technology, the present invention proposes a method, device, server and storage medium for allocating customer service work orders. The present invention utilizes the parallel computing capability of GPU to accelerate the processing and analysis of massive customer service work orders to achieve real-time and dynamic work order allocation.

[0006] (II) Technical solution

[0007] To solve the above problems, the present invention provides a method for dividing customer service work orders, comprising the following steps:

[0008] Collect incoming demands from customers;

[0009] Get customer service historical operation performance information;

[0010] Get the current case division strategy;

[0011] Based on customer demands and customer service historical performance combined with the current case distribution strategy, determine who the work order should be assigned to.

[0012] Preferably, it includes:

[0013] After obtaining the incoming demands of the customers, the customer demand data is generated into a work order and stored in the preset database.

[0014] Preferably, customer information should be obtained before generating a work order:

[0015] Basic personal information of the customer;

[0016] Obtain customer order information from the preset database based on customer information;

[0017] Get customer order billing information from the preset database based on the order information.

[0018] Preferably, it includes obtaining customer service historical operation performance information:

[0019] Customer service historical processing time information of work orders;

[0020] Evaluation and feedback information of customer service's historically processed work orders.

[0021] Preferably, the currently effective case division strategy information is obtained from a preset database.

[0022] A customer service ticket assignment method converts customer demands and customer service historical performance information into decision variables, and determines the assignment of the ticket to a specific customer service staff in combination with the assignment strategy.

[0023] A case division device for customer service work orders, comprising:

[0024] Customer demand collection module, used to collect customer demand information;

[0025] Customer basic information acquisition module, used to obtain basic customer information;

[0026] Customer order information acquisition module, used to obtain customer order information;

[0027] Customer billing information acquisition module, used to obtain customer billing information;

[0028] The customer service historical work order processing performance information acquisition module is used to obtain the customer service historical operation performance information;

[0029] The work order allocation module is used to execute the case distribution strategy and determine the work order to be allocated to a specific customer service staff.

[0030] A server, comprising:

[0031] No less than one CPU;

[0032] No less than one GPU;

[0033] A storage device is used to store one or at least one program. When the one or at least one program is executed by the one or at least one processor, the one or at least one processor implements the work order division method described above.

[0034] A computer-readable storage medium stores a computer program, which, when executed by a processor, implements the aforementioned work order division method.

[0035] The above technical solution of the present invention has the following beneficial technical effects:

[0036] Improve allocation efficiency: By utilizing the parallel computing power of GPU, the invention can accelerate the processing and analysis of massive customer service work orders, realize real-time and dynamic work order allocation, and thus significantly improve the efficiency of work order processing.

[0037] Improve service quality: This invention achieves more reasonable work order allocation by comprehensively considering the customer's personalized characteristics and the skill level of customer service personnel, ensuring that each work order can be assigned to the most appropriate customer service personnel, thereby improving service quality.

[0038] Enhance customer satisfaction: By optimizing the work order allocation process, we ensure that customer requests can be responded to and resolved quickly, effectively improving customer satisfaction.

[0039] Realize personalized service: The invention can provide more personalized services according to the customer's incoming demands and historical order information to meet the specific needs of different customers.

[0040] Improve customer service efficiency: By accurately matching tickets with customer service staff's skills, each customer service staff can handle tickets that match their skills, thereby improving work efficiency.

[0041] Optimize resource utilization: This invention ensures that customer service resources are reasonably allocated and utilized through an intelligent allocation mechanism to avoid waste of resources.

[0042] Improve the scientific nature of decision-making: Convert customer demands and customer service historical performance information into decision variables, and combine them with case distribution strategies to make work order allocation decisions more scientific and accurate.

[0043] Enhance the adaptability and flexibility of the system: The system can dynamically adjust the work order allocation according to the currently effective case distribution strategy information to adapt to different business needs and market changes.

[0044] Enable data-driven decision making: By collecting and analyzing large amounts of customer and service data, the system supports data-driven decision making and improves the accuracy of decisions.

[0045] Improve system scalability: The server structure design of the invention allows the system to expand according to the growth of business volume, including increasing CPU and GPU resources, as well as storage devices, to adapt to the growing needs of work order processing. BRIEF DESCRIPTION OF THE DRAWINGS

[0046] Figure 1 The present invention is a flowchart of a method for dividing customer service work orders.

[0047] Figure 2 This is a further detailed flow chart of the method for dividing customer service work orders proposed in the present invention.

[0048] Figure 3 A schematic diagram of the structure of a customer service work order distribution device proposed by the present invention.

[0049] Figure 4 This is a schematic diagram of the structure of a server proposed by the present invention.

[0050] Figure numerals: 301, customer demand collection module; 302, customer basic information acquisition module; 303, customer order information acquisition module; 304, customer billing information acquisition module; 305, customer service historical work order processing performance information acquisition module; 306, work order allocation module; 401, server; 402, external device; 403, CPU; 404, GPU; 405, storage device; 406, cache memory; 407, RAM; 408, storage system; 409, display; 410, I / O interface; 411, program product. DETAILED DESCRIPTION

[0051] In order to make the purpose, technical solutions and advantages of the present invention more clear, the following is a detailed description of the present invention in conjunction with the specific implementation methods and with reference to the attached drawings. Figure 1-4 , the present invention is further described in detail. It should be understood that these descriptions are exemplary only and are not intended to limit the scope of the present invention. In addition, in the following description, descriptions of well-known structures and technologies are omitted to avoid unnecessary confusion of the concept of the present invention.

[0052] Embodiment 1

[0053] A method for dividing a customer service ticket includes:

[0054] S11. Collecting user demands:

[0055] The user's online demands specifically include the time of the call, related orders, consulting matters, and problems that require customer service assistance to solve. Work orders are generated based on the information provided by the customer. Different users have different funding directions, so work orders need to be classified. The work order type is set in advance by the management staff on the management platform.

[0056] S12. Get customer service historical operation performance information:

[0057] The specific customer service historical operation performance refers to the customer service historical average operation time, historical customer evaluation level, and the grading rules are set in the system in advance by the administrator.

[0058] S13. Get the current case division strategy:

[0059] Specifically, the case distribution strategy refers to one or more rules for work order distribution, and the case distribution strategy is pre-set by the management personnel in the management platform in advance.

[0060] S14. Determine the specific customer service personnel to whom the work order should be assigned based on customer demands, customer service historical performance, and current case assignment strategy:

[0061] Specifically, customer demands reflect the content and scope of customer consultation, and customer service historical operation information reflects the customer service's operational capabilities. Combined with the case distribution strategy, work orders can be quickly and accurately assigned to specific customer service personnel.

[0062] Embodiment 2

[0063] Figure 2 This is a flow chart of a work order division method provided in the second embodiment of the present invention. This embodiment is a further refinement of the above embodiment. Figure 2 As shown, the case division method provided in this embodiment includes:

[0064] S201. Collect user incoming demands.

[0065] The user's online demands specifically include the time of the call, related orders, consulting matters, and problems that require customer service assistance to solve. Work orders are generated based on the information provided by the customer. Different users have different funding directions, so work orders need to be classified. The work order type is set in advance by the management staff on the management platform.

[0066] S202: Storing the customer's incoming request in a preset database:

[0067] Specifically, the work orders generated based on the customer's incoming requests are stored in a preset database for subsequent calls and tracking.

[0068] S203. Obtaining basic customer information:

[0069] Specifically, the basic customer information includes the basic user information, and the customer ID and the detailed customer information can be obtained from a preset database based on the basic user information to verify the user's identity.

[0070] S204. Obtain customer order information:

[0071] Specifically, the customer order information is a user transaction record, and the customer order information can be obtained from a preset database according to the customer ID.

[0072] S205. Obtain customer billing information:

[0073] Specifically, customer billing information is a direct reflection of the customer's post-loan performance, and customer billing information can be obtained from the preset database based on the order ID.

[0074] S206. Obtain the timeliness information of the customer service historical processing work orders:

[0075] Specifically, the customer service's historical work order processing time efficiency information refers to the average time consumed by the customer service to process the work order, reflecting the customer service's work efficiency in processing the work order. The customer service's historical work order processing time efficiency information can be obtained based on the work order ID.

[0076] S207. Obtain customer service historical work order evaluation feedback information:

[0077] Specifically, the customer service historical work order processing evaluation feedback information refers to the service level rated by the customer after the customer service handles the work order. The higher the service level score, the higher the customer satisfaction. The customer service historical work order processing evaluation feedback information can be obtained through the work order ID.

[0078] S208. Obtain the currently effective case division strategy information from the preset database:

[0079] Specifically, the case division strategy information is one or more rules for executing work order case division, which is set in advance by the operation management personnel in the preset database. There are differences between different versions of case division strategies, and the operation administrator needs to switch and adjust them according to the business.

[0080] S209: Convert the work order information and the customer service historical operation performance information into decision variables, and determine the work order to be assigned to a specific customer service personnel in combination with the case distribution strategy.

[0081] Specifically, the work order information and customer service historical work performance information stored in the preset database must be converted into variables that can be recognized by the rough execution device, and then the work order is assigned to a specific customer service personnel in combination with the case distribution strategy, and the assignment result is stored in the preset database to facilitate subsequent customer service to process and track the work order.

[0082] Embodiment 3

[0083] like Figure 3 As shown, a work order division device provided in this embodiment includes a customer demand collection module 301, a customer basic information acquisition module 302, a customer order information acquisition module 303, a customer bill information acquisition module 304, a customer service historical work order processing performance information acquisition module 305, and a work order allocation module 306, wherein:

[0084] The customer demand collection module 301 is used to collect customer demands;

[0085] The customer basic information acquisition module 302 is used to acquire the customer basic information;

[0086] The customer order information acquisition module 303 is used to acquire customer order information;

[0087] The customer billing information acquisition module 304 is used to acquire the billing information of the customer order.

[0088] The customer service historical work order processing performance information acquisition module 305 is used to obtain the customer service historical operation performance information

[0089] The work order allocation module 306 is used to execute the case allocation strategy.

[0090] Furthermore, the customer demand collection module 301 is specifically used to classify customer demands, generate work order records based on the collected information, and store them in a preset database.

[0091] Furthermore, the module 303 for obtaining customer order information also includes verifying the customer's identity in combination with the customer's basic information.

[0092] Furthermore, the module 305 for obtaining customer service historical work order processing performance information includes:

[0093] The historical work order processing time efficiency information acquisition unit is used to obtain customer service order processing time efficiency information.

[0094] The historical work order processing feedback information acquisition unit is used to obtain customer feedback ratings of customer service's historical processing orders.

[0095] Furthermore, the work order allocation module 306 includes:

[0096] Policy information acquisition unit: used to obtain the currently valid rule configuration set by the operation administrator in the preset database.

[0097] Decision variable assembly unit: used to convert work order information and customer service historical work performance information into decision variables.

[0098] Decision-making execution unit: Executes the case distribution strategy to determine the work order to be assigned to a specific customer service personnel, and stores the distribution results in the preset database.

[0099] The work order assignment device provided in this example implements work order assignment based on customer demand information and customer service historical work order performance information through the customer demand collection module 301, the customer basic information acquisition module, the customer order information acquisition module, the customer billing information acquisition module, and the customer service historical work order processing performance information acquisition module. The work order assignment module 306 takes into account both the customer's actual demands and the customer service's individual work efficiency, thereby achieving accurate assignment of work orders.

[0100] Embodiment 4

[0101] Figure 4 A schematic diagram of the structure of a server provided in Embodiment 4 of the present invention, Figure 4 A block diagram of an exemplary server 401 suitable for implementing embodiments of the present invention is shown. Figure 4The server 401 shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0102] like Figure 4 As shown, the server 401 is in the form of a general server. The components of the server 401 include but are not limited to: one or at least one CPU 403 , one or at least one GPU 404 , a storage device 405 , and an IO component 410 .

[0103] The CPU 403 is connected to the external device 402 via the I / O interface 410; the I / O interface 410 is connected to the display 409;

[0104] The server 401 typically includes a variety of computer system readable media. These media can be any available media that can be accessed by the server 401, including volatile and non-volatile media, removable and non-removable media.

[0105] The storage device 405 may include computer system readable media in the form of volatile memory, such as random access memory (RAM) 407 and cache memory 406. The storage system 408 may further include other removable / non-removable, volatile / non-volatile computer system storage media. By way of example only, the storage system 408 may be used to read and write to a non-removable, non-volatile solid state drive (SSD). The storage device 405 may include at least one program product 411 having at least one program module configured to perform the functions of various embodiments of the present invention.

[0106] The processor 403 executes various functional applications and data processing by running the program stored in the storage device 405, for example, implementing the work order division method provided in any embodiment of the present invention, which may include:

[0107] Collect incoming demands from customers;

[0108] Get customer service historical operation performance information;

[0109] Get the current case division strategy;

[0110] Based on customer demands and customer service historical performance combined with the current case distribution strategy, determine who the work order should be assigned to.

[0111] Embodiment 5

[0112] Embodiment 5 of the present invention further provides a computer-readable storage medium on which a computer program is stored. When the program is executed by a processor, the work order division method provided in any embodiment of the present invention is implemented. The method may include:

[0113] Collect incoming demands from customers;

[0114] Get customer service historical operation performance information;

[0115] Get the current case division strategy;

[0116] Based on customer demands and customer service historical performance combined with the current case distribution strategy, determine who the work order should be assigned to.

[0117] The computer storage medium of the embodiment of the present invention may adopt any combination of one or more computer-readable media. The computer-readable medium may be a computer-readable signal medium or a computer-readable storage medium. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples (non-exhaustive list) of computer-readable storage media include: including hard disk drives (HDDs) and solid-state drives (SSDs), USB flash drives, SD cards, CDs, DVDs and Blu-ray discs, magnetic tapes, main memory (RAM), read-only memory (ROM), network storage devices, cloud storage, or any suitable combination of the above. In this document, a computer-readable storage medium may be any tangible medium containing or storing a program, which may be used by or in combination with an instruction execution system, device or device.

[0118] A computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, wherein a computer-readable program code is carried. Such propagated data signals may take a variety of forms, including but not limited to electromagnetic signals, optical signals, electrical signals, acoustic signals, digital signals, or any suitable combination thereof. The computer-readable medium may send, propagate, or transmit a program for use by or in conjunction with an instruction execution system, apparatus, or device.

[0119] The program code contained on the computer readable medium may be transmitted using any suitable medium, including but not limited to wireless, wire, optical cable, etc., or any suitable combination of the above. The computer program code for performing the operation of the present invention may be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​(such as Java, python, C++). The program code may be executed entirely on the user's computer, as a stand-alone software package.

[0120] It should be understood that the above specific embodiments of the present invention are only used to illustrate or explain the principles of the present invention, and do not constitute a limitation of the present invention. Therefore, any modifications, equivalent substitutions, improvements, etc. made without departing from the spirit and scope of the present invention should be included in the protection scope of the present invention. In addition, the appended claims of the present invention are intended to cover all changes and modifications that fall within the scope and boundaries of the appended claims, or the equivalent forms of such scope and boundaries.

Claims

1. A method for dividing customer service work orders, characterized in that: The following steps are involved: Collect incoming demands from customers; Get customer service historical operation performance information; Get the current case division strategy; Based on customer demands and customer service historical performance combined with the current case distribution strategy, determine who the work order should be assigned to.

2. A customer service work order division method according to claim 2, characterized in that: include: After obtaining the incoming demands of the customers, the customer demand data is generated into a work order and stored in the preset database.

3. A method for dividing customer service work orders according to claim 3, characterized in that: Before generating a work order, you should also obtain customer information: Basic personal information of the customer; Obtain customer order information from the preset database based on customer information; Get customer order billing information from the preset database based on the order information.

4. A method for dividing customer service work orders according to claim 1, characterized in that: Including obtaining customer service historical job performance information: Customer service historical processing time information of work orders; Evaluation and feedback information of customer service's historically processed work orders.

5. A customer service work order division method according to claim 1, characterized in that: Get the currently effective case division strategy information from the preset database.

6. A customer service work order division method according to claim 1, characterized in that: Transform customer demands and historical customer service performance information into decision variables, and use the case distribution strategy to determine the specific customer service personnel to whom the work order is assigned.

7. A customer service work order splitting device, characterized in that: include: A customer demand collection module (301), used to collect customer demand information; A customer basic information acquisition module (302), used to acquire customer basic information; A customer order information acquisition module (303), used to acquire customer order information; A customer billing information acquisition module (304), used to acquire customer billing information; A customer service historical work order processing performance information acquisition module (305) is used to acquire customer service historical operation performance information; The work order allocation module (306) is used to execute the case allocation strategy and determine the work order to be allocated to a specific customer service personnel.

8. A server, characterized in that: include: Not less than one CPU (403); No less than one GPU (404); The storage device (405) is used to store one or at least one program. When the one or at least one program is executed by the one or at least one processor, the one or at least one processor implements the work order division method as described in any one of claims 1-6.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the work order division method as described in any one of claims 1 to 6 is implemented.

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