Intelligent customer service management method and system for intelligent government affairs

Abstract

The invention discloses an intelligent customer service management method and system for intelligent government affairs, and the system comprises a customer service intelligent management system which is connected with a customer service number source intelligent recommendation system, a government affair problem intelligent analysis system, a customer service number source intelligent adjustment system, a government affair business management system, and a customer service intelligent monitoring management system. The customer service number source intelligent recommendation system is connected with a customer service information announcement module, a problem information classification module and a number source information announcement module. According to the intelligent customer service management method and system for the intelligent government affairs, the customer service intelligent management system is arranged, and the customer service number source intelligent recommendation, the government affair problem intelligent analysis, the customer service number source intelligent adjustment, the government affair business management and the customer service intelligent monitoring are managed through the customer service intelligent management system; therefore, corresponding customer service selection and reservation are facilitated, government affair question answering is more efficient, the customer service can be supervised conveniently, and bad negative effects are prevented.

Description

Technical Field

[0001] The present invention relates to the field of intelligent government affairs customer service management, and particularly to an intelligent customer service management method and system for intelligent government affairs. Background Art

[0002] The intelligent customer service management of intelligent government affairs is a customer service management method for answering questions from the public in government affairs. Intelligent government affairs makes full use of new-generation information technologies such as the Internet of Things, cloud computing, big data analysis, and mobile Internet, features user innovation, mass innovation, open innovation, and co-innovation, emphasizes the government affairs architecture as a platform, and based on this, realizes the shaping of public value through multi-party collaboration among government affairs, the market, and society, and realizes the refinement, intelligence, and socialization of government affairs management and public services. With the continuous development of technology, people's requirements for the intelligent customer service management of intelligent government affairs are also getting higher and higher.

[0003] The existing intelligent customer service management of intelligent government affairs has certain drawbacks when in use. First, the existing intelligent customer service management of intelligent government affairs cannot conveniently and quickly select and make an appointment with a customer service, and government affairs problems cannot be solved in a timely manner, which is not conducive to people's use. Also, the existing intelligent customer service management of intelligent government affairs cannot conveniently supervise the customer service, and communication problems cannot be discovered in a timely manner, which is likely to cause negative impacts. Therefore, we propose an intelligent customer service management method and system for intelligent government affairs. Summary of the Invention

[0004] Technical problems to be solved: Aiming at the deficiencies of the prior art, the present invention provides an intelligent customer service management method and system for intelligent government affairs. By setting up a customer service intelligent management system, the intelligent recommendation of customer service numbers, the intelligent analysis of government affairs problems, the intelligent adjustment of customer service numbers, the management of government affairs operations, and the intelligent monitoring of customer service are carried out through the customer service intelligent management system, which facilitates the corresponding selection and appointment of customer service, makes the answering of government affairs problems more efficient, and can also conveniently supervise the customer service to prevent negative impacts, and can effectively solve the problems in the background art.

[0005] Technical solution: To achieve the above object, the technical solution adopted by the present invention is as follows: An intelligent customer service management system for intelligent government affairs, including a customer service intelligent management system, which is connected to a customer service number source intelligent recommendation system, a government affairs problem intelligent analysis system, a customer service number source intelligent adjustment system, a government affairs business management system, and a customer service intelligent monitoring management system. The customer service number source intelligent recommendation system is connected to a customer service information publicity module, a problem information classification module, and a number source information publicity module. The government affairs problem intelligent analysis system is connected to a government affairs problem classification intelligent analysis module, a government affairs problem situation intelligent analysis module, a government affairs problem solution intelligent analysis module, and a business system requirement situation analysis module. The customer service number source intelligent adjustment system is connected to a number reservation module, a number source remaining display module, and a reservation adjustment module.

[0006] As a preferred technical solution of the present application, the customer service intelligent management system includes a customer service intelligent management module, a customer service task automatic generation module, a customer service intelligent docking module, a customer service task time reminder module, a problem solution analysis module, and a customer service intelligent monitoring module. The customer service task automatic generation module is connected to the customer service intelligent docking module.

[0007] As a preferred technical solution of the present application, the customer service intelligent monitoring management system includes an intelligent monitoring module, an intelligent listening module, an AI recognition module, a decoding module, a wireless communication module, a central management module, a human-computer interaction system, a customer service remote management and monitoring module, an image processing module, a monitoring display module, and a monitoring storage module. The intelligent monitoring module, the intelligent listening module, and the AI recognition module are all connected to the decoding module. The decoding module is connected to the wireless communication module. The wireless communication module is connected to the central management module. The central management module is connected to the human-computer interaction system, the customer service remote management and monitoring module, and the image processing module. The image processing module is connected to the monitoring display module and the monitoring storage module.

[0008] As a preferred technical solution of the present application, the customer service intelligent management system is bidirectionally connected to the customer service number source intelligent recommendation system, the government affairs problem intelligent analysis system, the customer service number source intelligent adjustment system, the government affairs business management system, and the customer service intelligent monitoring management system.

[0009] As a preferred technical solution of the present application, the customer service number source intelligent recommendation system is bidirectionally connected to the customer service information publicity module, the problem information classification module, and the number source information publicity module. The government affairs problem intelligent analysis system is bidirectionally connected to the government affairs problem classification intelligent analysis module, the government affairs problem situation intelligent analysis module, the government affairs problem solution intelligent analysis module, and the business system requirement situation analysis module. The customer service number source intelligent adjustment system is bidirectionally connected to the number reservation module, the number source remaining display module, and the reservation adjustment module.

[0010] As a preferred technical solution of the present application, the intelligent customer service management module is bidirectionally connected to the automatic customer service task generation module, the intelligent customer service docking module, the customer service task time reminder module, the problem solution analysis module, and the intelligent customer service monitoring module, and the automatic customer service task generation module is bidirectionally connected to the intelligent customer service docking module.

[0011] As a preferred technical solution of the present application, the output ends of the intelligent monitoring module, the intelligent listening module, and the AI recognition module are connected to the input end of the central management module through a decoding module and a wireless communication module, and the central management module controls the human-computer interaction system, the customer service remote management and monitoring module, and the image processing module.

[0012] An intelligent customer service management method for smart government affairs includes the following operation steps: S1: Set up an intelligent customer service management system, and perform intelligent recommendation of customer service number sources, intelligent analysis of government affairs problems, intelligent adjustment of customer service number sources, government affairs business management, and intelligent monitoring management of customer service through the intelligent customer service management system; In S2, intelligent recommendation of customer service number sources, publicize customer service information and source information, and classify problem information to better select corresponding customer service; In S3, intelligent analysis of government affairs problems, intelligent analysis of the classification of government affairs problems, the situation of government affairs problems, the solutions of government affairs problems, and the requirements of the business system; In S4, intelligent adjustment of customer service number sources, make reservations for number sources, and at the same time display the remaining number sources, and the reserved number sources can also be adjusted; In S5, intelligent monitoring management of customer service, monitor and manage the tone, attitude, and customer service process of each customer service through intelligent monitoring, intelligent listening, and AI recognition.

[0013] Beneficial effects: Compared with the prior art, the present invention provides an intelligent customer service management method and system for smart government affairs, having the following beneficial effects: The intelligent customer service management method and system for smart government affairs sets up a customer service intelligent management system, which manages the intelligent recommendation of customer service number sources, the intelligent analysis of government affairs problems, the intelligent adjustment of customer service number sources, the management of government affairs services, and the intelligent monitoring of customer service. It is convenient to make corresponding customer service selections and appointments, the answers to government affairs problems are more efficient, and it is also convenient to supervise customer service to prevent negative impacts. The customer service intelligent management system is set up to conduct intelligent recommendation of customer service number sources, intelligent analysis of government affairs problems, intelligent adjustment of customer service number sources, management of government affairs services, and intelligent monitoring management through the customer service intelligent management system; the intelligent customer service number source recommendation system is connected to a customer service information publicity module, a problem information classification module, and a number source information publicity module. In the intelligent recommendation of customer service number sources, the customer service information and number source information are publicized, and the problem information is classified, so as to better make corresponding customer service selections; the intelligent government affairs problem analysis system is connected to a government affairs problem classification intelligent analysis module, a government affairs problem situation intelligent analysis module, a government affairs problem solution intelligent analysis module, and a business system requirements situation analysis module. In the intelligent analysis of government affairs problems, the classification of government affairs problems, the situation of government affairs problems, the solutions to government affairs problems, and the requirements situation of the business system are intelligently analyzed; the intelligent customer service number source adjustment system is connected to a number reservation module, a remaining number source display module, and a reservation adjustment module. In the intelligent adjustment of customer service number sources, the number source is reserved, and at the same time, the remaining number source is displayed, and the reserved number source can also be adjusted; the intelligent customer service monitoring management system includes an intelligent monitoring module, an intelligent listening module, an AI recognition module, a decoding module, a wireless communication module, a central management module, a human-computer interaction system, a customer service remote management and monitoring module, an image processing module, a monitoring display module, and a monitoring storage module. In the intelligent monitoring management of customer service, the tone, attitude, and customer service process of each customer service are monitored and managed through intelligent monitoring, intelligent listening, and AI recognition. The intelligent customer service management structure of the entire smart government affairs is simple, easy to operate, and has a better use effect than the traditional method. Brief Description of the Drawings

[0014] Figure 1 It is a schematic diagram of the overall structure of an intelligent customer service management method and system for smart government affairs according to the present invention.

[0015] Figure 2 It is a schematic diagram of the structure of the intelligent customer service number source recommendation system in an intelligent customer service management method and system for smart government affairs according to the present invention.

[0016] Figure 3 It is a schematic diagram of the structure of the intelligent government affairs problem analysis system in an intelligent customer service management method and system for smart government affairs according to the present invention.

[0017] Figure 4 This is a schematic structural diagram of a customer service number source intelligent adjustment system in an intelligent customer service management method and system for smart government affairs according to the present invention.

[0018] Figure 5 This is a schematic structural diagram of an intelligent customer service management system in an intelligent customer service management method and system for smart government affairs according to the present invention.

[0019] Figure 6 This is a schematic structural diagram of an intelligent customer service monitoring management system in an intelligent customer service management method and system for smart government affairs according to the present invention. Specific Embodiments

[0020] The technical solutions of the present invention will be clearly and completely described below in conjunction with the accompanying drawings and specific embodiments. However, those skilled in the art will understand that the following described embodiments are only a part of the embodiments of the present invention, rather than all the embodiments, and are only used to illustrate the present invention and should not be construed as limiting the scope of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts fall within the scope of protection of the present invention. For those conditions not specified in the embodiments, they are carried out according to the conventional conditions or the conditions recommended by the manufacturer. For the reagents or instruments not specified by the manufacturer, they are all conventional products that can be obtained through commercial purchase.

[0021] In the description of the present invention, it should be noted that the orientation or positional relationship indicated by the terms "center", "upper", "lower", "left", "right", "vertical", "horizontal", "inner", "outer", etc. is based on the orientation or positional relationship shown in the accompanying drawings, and is only for the convenience of describing the present invention and simplifying the description, rather than indicating or implying that the device or element referred to must have a specific orientation, be constructed and operated in a specific orientation, and therefore should not be construed as limiting the present invention. In addition, the terms "first", "second", "third" are only used for descriptive purposes and cannot be construed as indicating or implying relative importance.

[0022] In the description of the present invention, it should be noted that unless otherwise clearly defined and limited, the terms "installed", "connected", "connected" should be understood in a broad sense. For example, it can be a fixed connection, a detachable connection, or an integral connection; it can be a mechanical connection or an electrical connection; it can be directly connected, or indirectly connected through an intermediate medium, and it can be the communication inside two elements. For those of ordinary skill in the art, the specific meanings of the above terms in the present invention can be understood according to specific situations.

[0023] Such as Figures 1-6As shown in the figure, an intelligent customer service management system for smart government affairs includes a customer service intelligent management system, which is connected to a customer service number source intelligent recommendation system, a government affairs problem intelligent analysis system, a customer service number source intelligent adjustment system, a government affairs business management system, and a customer service intelligent monitoring management system. The customer service number source intelligent recommendation system is connected to a customer service information publicity module, a problem information classification module, and a number source information publicity module. The government affairs problem intelligent analysis system is connected to a government affairs problem classification intelligent analysis module, a government affairs problem situation intelligent analysis module, a government affairs problem solution intelligent analysis module, and a business system requirement situation analysis module. The customer service number source intelligent adjustment system is connected to a number reservation module, a remaining number source display module, and a reservation adjustment module. The customer service intelligent management system is set up to manage the intelligent recommendation of customer service number sources, the intelligent analysis of government affairs problems, the intelligent adjustment of customer service number sources, the management of government affairs business, and the intelligent monitoring of customer service through the customer service intelligent management system, facilitating the corresponding customer service selection and reservation, making the solution of government affairs problems more efficient, and also facilitating the supervision of customer service to prevent negative impacts.

[0024] Furthermore, the customer service intelligent management system includes a customer service intelligent management module, a customer service task automatic generation module, a customer service intelligent docking module, a customer service task time reminder module, a problem solution analysis module, and a customer service intelligent monitoring module. The customer service task automatic generation module is connected to the customer service intelligent docking module.

[0025] Furthermore, the customer service intelligent monitoring management system includes an intelligent monitoring module, an intelligent listening module, an AI recognition module, a decoding module, a wireless communication module, a central management module, a human-computer interaction system, a customer service remote management and monitoring module, an image processing module, a monitoring display module, and a monitoring storage module. The intelligent monitoring module, the intelligent listening module, and the AI recognition module are all connected to the decoding module. The decoding module is connected to the wireless communication module. The wireless communication module is connected to the central management module. The central management module is connected to the human-computer interaction system, the customer service remote management and monitoring module, and the image processing module. The image processing module is connected to the monitoring display module and the monitoring storage module.

[0026] Furthermore, the customer service intelligent management system is bidirectionally connected to the customer service number source intelligent recommendation system, the government affairs problem intelligent analysis system, the customer service number source intelligent adjustment system, the government affairs business management system, and the customer service intelligent monitoring management system.

[0027] Furthermore, the customer service number source intelligent recommendation system is bidirectionally connected to the customer service information publicity module, the problem information classification module, and the number source information publicity module. The government affairs problem intelligent analysis system is bidirectionally connected to the government affairs problem classification intelligent analysis module, the government affairs problem situation intelligent analysis module, the government affairs problem solution intelligent analysis module, and the business system requirement situation analysis module. The customer service number source intelligent adjustment system is bidirectionally connected to the number reservation module, the remaining number source display module, and the reservation adjustment module.

[0028] Further, the intelligent customer service management module is bi-directionally connected to the customer service task automatic generation module, the intelligent customer service docking module, the customer service task time reminder module, the problem solution analysis module, and the intelligent customer service monitoring module, and the customer service task automatic generation module is bi-directionally connected to the intelligent customer service docking module.

[0029] Further, the output ends of the intelligent monitoring module, the intelligent monitoring module, and the AI recognition module are connected to the input end of the central management module through the decoding module and the wireless communication module, and the central management module controls the human-computer interaction system, the customer service remote management and monitoring module, and the image processing module.

[0030] An intelligent customer service management method for smart government affairs includes the following operation steps: S1: Set up an intelligent customer service management system, and through the intelligent customer service management system, perform intelligent recommendation of customer service number sources, intelligent analysis of government affairs problems, intelligent adjustment of customer service number sources, government affairs business management, and intelligent monitoring management of customer service. In the intelligent recommendation of customer service number sources, publicize the customer service information and the number source information, and classify the problem information, so as to better select the corresponding customer service. In the intelligent analysis of government affairs problems, perform intelligent analysis on the classification of government affairs problems, the situation of government affairs problems, the solutions to government affairs problems, and the requirements of the business system. In the intelligent adjustment of customer service number sources, make an appointment for the number source, and at the same time display the remaining number source, and the reserved number source can also be adjusted. In the intelligent monitoring management of customer service, monitor and manage the tone, attitude, and customer service process of each customer service through intelligent monitoring, intelligent monitoring, and AI recognition.

[0031] Working principle: A customer service intelligent management system is set up. Through the customer service intelligent management system, intelligent recommendation of customer service number sources, intelligent analysis of government affairs problems, intelligent adjustment of customer service number sources, management of government affairs services, and intelligent monitoring management of customer service are carried out. The intelligent recommendation system of customer service number sources is connected to a customer service information publicity module, a problem information classification module, and a number source information publicity module. In the intelligent recommendation of customer service number sources, customer service information is publicized together with number source information, and problem information is classified to better select corresponding customer services. The intelligent analysis system of government affairs problems is connected to an intelligent classification analysis module of government affairs problems, an intelligent situation analysis module of government affairs problems, an intelligent solution analysis module of government affairs problems, and a requirements analysis module of the business system. In the intelligent analysis of government affairs problems, intelligent analysis of the classification of government affairs problems, the situation of government affairs problems, the solutions of government affairs problems, and the requirements of the business system is carried out. The intelligent adjustment system of customer service number sources is connected to a number reservation module, a remaining number source display module, and a reservation adjustment module. In the intelligent adjustment of customer service number sources, number sources are reserved, and at the same time, the remaining number sources are displayed, and the reserved number sources can also be adjusted. The intelligent monitoring management system of customer service includes an intelligent monitoring module, an intelligent listening module, an AI recognition module, a decoding module, a wireless communication module, a central management module, a human-computer interaction system, a customer service remote management and monitoring module, an image processing module, a monitoring display module, and a monitoring storage module. In the intelligent monitoring management of customer service, the tone, attitude, and customer service process of each customer service are monitored and managed through intelligent monitoring, intelligent listening, and AI recognition.

[0032] It should be noted that in this article, relational terms such as first and second (No. 1, No. 2) are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variant thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements not only includes those elements, but also includes other elements not expressly listed, or elements inherent to such process, method, article or device. Without further limitation, an element defined by the phrase "including a..." does not exclude the existence of additional identical elements in the process, method, article or device including the said element.

[0033] The above shows and describes the basic principles, main features and advantages of the present invention. Those skilled in the art of this industry should understand that the present invention is not limited by the above embodiments. What is described in the above embodiments and the specification only illustrates the principle of the present invention. Without departing from the spirit and scope of the present invention, the present invention will have various changes and improvements, and these changes and improvements fall within the scope of the present invention claimed.

Claims

1. An intelligent customer service management system for smart government affairs, including an intelligent customer service management system, characterized in that: The customer service intelligent management system is connected to the customer service number source intelligent recommendation system, the government affairs problem intelligent analysis system, the customer service number source intelligent adjustment system, the government affairs business management system and the customer service intelligent monitoring management system; the customer service number source intelligent recommendation system is connected to the customer service information disclosure module, the problem information classification module and the number source information disclosure module; the government affairs problem intelligent analysis system is connected to the government affairs problem classification intelligent analysis module, the government affairs problem situation intelligent analysis module, the government affairs problem solution intelligent analysis module and the business system demand situation analysis module; the customer service number source intelligent adjustment system is connected to the number reservation module, the number source remaining display module and the reservation adjustment module.

2. According to claim 1, an intelligent customer service management system for smart government affairs is characterized by: The customer service intelligent management system includes a customer service intelligent management module, a customer service task automatic generation module, a customer service intelligent docking module, a customer service task time reminder module, a problem solution analysis module and a customer service intelligent monitoring module. The customer service task automatic generation module is connected to the customer service intelligent docking module.

3. According to claim 1, an intelligent customer service management system for smart government affairs is characterized by: The customer service intelligent monitoring management system includes an intelligent monitoring module, an intelligent monitoring module, an AI recognition module, a decoding module, a wireless communication module, a central management module, a human-computer interaction system, a customer service remote management monitoring module, an image processing module, a monitoring display module and a monitoring storage module. The intelligent monitoring module, the intelligent monitoring module and the AI ​​recognition module are all connected to the decoding module, the decoding module is connected to the wireless communication module, the wireless communication module is connected to the central management module, the central management module is connected to the human-computer interaction system, the customer service remote management monitoring module and the image processing module, and the image processing module is connected to the monitoring display module and the monitoring storage module.

4. The intelligent customer service management system for smart government affairs according to claim 1, characterized in that: The customer service intelligent management system is bidirectionally connected to the customer service number source intelligent recommendation system, the government affairs problem intelligent analysis system, the customer service number source intelligent adjustment system, the government affairs business management system and the customer service intelligent monitoring management system.

5. According to claim 1, the intelligent customer service management system for smart government affairs is characterized by: The customer service number source intelligent recommendation system is bidirectionally connected to the customer service information disclosure module, the problem information classification module and the number source information disclosure module; the government affairs problem intelligent analysis system is bidirectionally connected to the government affairs problem classification intelligent analysis module, the government affairs problem situation intelligent analysis module, the government affairs problem solution intelligent analysis module and the business system demand situation analysis module; the customer service number source intelligent adjustment system is bidirectionally connected to the number reservation module, the number source remaining display module and the reservation adjustment module.

6. The intelligent customer service management system for smart government affairs according to claim 2, characterized in that: The customer service intelligent management module is bidirectionally connected to the customer service task automatic generation module, the customer service intelligent docking module, the customer service task time reminder module, the problem solution analysis module and the customer service intelligent monitoring module, and the customer service task automatic generation module is bidirectionally connected to the customer service intelligent docking module.

7. The intelligent customer service management system for smart government affairs according to claim 3 is characterized by: The output ends of the intelligent monitoring module, the intelligent listening module and the AI ​​recognition module are connected to the input end of the central management module through the decoding module and the wireless communication module. The central management module controls the human-computer interaction system, the customer service remote management monitoring module and the image processing module.

8. An intelligent customer service management method for smart government affairs, characterized by: The steps include: S1: Set up a customer service intelligent management system to perform intelligent recommendation of customer service numbers, intelligent analysis of government affairs issues, intelligent adjustment of customer service numbers, government affairs business management, and intelligent monitoring management of customer service through the customer service intelligent management system; S2: In the intelligent recommendation of customer service number sources, customer service information and number source information are made public, and problem information is classified to better select corresponding customer service personnel; S3: In the intelligent analysis of government affairs issues, intelligent analysis is performed on the classification of government affairs issues, the status of government affairs issues, government affairs issue solutions and business system requirements; S4: During the intelligent adjustment of customer service number sources, reservations are made for number sources, and the remaining number sources are displayed at the same time. The reserved number sources can also be adjusted; S5: In customer service intelligent monitoring management, the tone, attitude and customer service process of each customer service representative are monitored and managed through intelligent monitoring, intelligent monitoring and AI recognition.

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