Route switching method and system based on enterprise micro voice and customer service platform

Abstract

The invention provides a route switching method based on enterprise micro voice and a customer service platform. The method comprises the following steps: reporting an enterprise micro voice call event through RPA; performing identity recognition and matching operation according to the enterprise micro voice call event to obtain a matching result; distributing the enterprise micro voice call event to a transfer seat according to a matching result; binding the transfer seat and the enterprise micro account, and establishing a communication link between the transfer seat and the enterprise micro account; and transmitting the enterprise micro voice call event to the enterprise micro account according to the communication link. According to the method, the three-party call is realized through a multi-terminal voice channel, an intelligent matching algorithm and PRA automatic operation, the limitation of the voice communication capability of enterprises and microcomputers is broken through, and the identity recognition accuracy is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of routing and switching, and particularly to a routing and switching method and system based on enterprise WeChat voice and a customer service platform. Background Art

[0002] Currently, the voice call function of enterprise WeChat (EWC) only supports the use of native computer and mobile clients. However, when the EWC intensive hosting system provides services to customer service personnel, its function scope is limited to basic information interactions such as text and pictures, and the native voice communication ability of EWC has not been integrated. Specifically, when a customer initiates a voice call to an intensive platform hosted in a virtualized environment through EWC, the backend customer service system cannot answer or establish a call connection due to the lack of a voice channel adaptation mechanism; at the same time, customer service personnel cannot actively trigger the voice outbound function of the EWC client through the existing customer service workbench, resulting in the lack of real-time voice service capabilities, which severely restricts the customer service response efficiency and customer experience. Therefore, it is very necessary to design a routing and switching method and system based on EWC voice and a customer service platform. Summary of the Invention

[0003] The purpose of the present invention is to provide a routing and switching method and system based on EWC voice and a customer service platform, which realizes three-party calls through multi-terminal voice channels, intelligent matching algorithms, and PRA automated operations, so as to break through the voice communication ability limitations of EWC and improve the accuracy of identity recognition.

[0004] To achieve the above purpose, the present invention provides the following solutions:

[0005] A routing and switching method based on EWC voice and a customer service platform includes the following steps:

[0006] Report the EWC voice call event through RPA; the EWC voice call event includes: voice call and video call;

[0007] Perform identity recognition and matching operations according to the EWC voice call event to obtain a matching result; the matching result includes: successful match and failed match;

[0008] Allocate the EWC voice call event to a transfer seat according to the matching result; the transfer seat includes: an assigned seat and an idle seat;

[0009] Bind the transfer seat to the EWC account and establish a communication link between the transfer seat and the EWC account;

[0010] Transmit the EWC voice call event to the EWC account according to the communication link.

[0011] Optionally, performing identity recognition and matching operations according to the EWC voice call event to obtain a matching result includes:

[0012] Convert the avatar of the enterprise WeChat voice call event into a call hash value;

[0013] Calculate the Hamming distance between the call hash value and the preset avatar hash value;

[0014] Obtain a matching result based on the comparison result between the Hamming distance and the preset distance threshold.

[0015] Optionally, obtaining a matching result based on the comparison result between the Hamming distance and the preset distance threshold includes:

[0016] Use the Hamming distance function to count the number of positions where the call hash value and the avatar hash value are the same but the values are different, and use the number as the Hamming distance;

[0017] If the Hamming distance does not exceed the distance threshold, it is determined that the match is successful;

[0018] If the Hamming distance exceeds the distance threshold, it is determined that the match fails.

[0019] Optionally, allocating the enterprise WeChat voice call event to a transfer seat according to the matching result includes:

[0020] If the matching result is successful, query the session attribution of the initiator of the enterprise WeChat voice call event to obtain a query result; the query result includes: session exists and session does not exist;

[0021] Allocate the enterprise WeChat voice call event to the attribution seat or the idle seat according to the query result;

[0022] If the matching result is failure, allocate the enterprise WeChat voice call event to the idle seat according to the global fallback rule.

[0023] Optionally, allocating the enterprise WeChat voice call event to the attribution seat or the idle seat according to the query result includes:

[0024] If the query result is that the session exists, allocate the enterprise WeChat voice call event to the attribution seat;

[0025] If the status of the attribution seat is not idle, allocate the enterprise WeChat voice call event to the idle seat;

[0026] If the query result is that the session does not exist, allocate the enterprise WeChat voice call event to the idle seat.

[0027] Optionally, binding the transfer seat to the enterprise WeChat account and establishing a communication link between the transfer seat and the enterprise WeChat account includes:

[0028] Obtain the transfer extension ID of the transfer seat and the enterprise WeChat extension ID of the enterprise WeChat account;

[0029] Bind the transit extension ID and the enterprise WeChat extension ID to obtain a communication link.

[0030] Optionally, transmit the enterprise WeChat voice call event to the enterprise WeChat account according to the communication link. Specifically, after receiving the enterprise WeChat voice call event, the transit agent transmits the enterprise WeChat voice call event to the enterprise WeChat extension ID through the communication link, and completes the answering operation of the enterprise WeChat account through RPA.

[0031] Optionally, perform identity recognition and matching operations according to the enterprise WeChat voice call event to obtain a matching result, and further include: judging the time of generation of the enterprise WeChat voice call event; if the generation time is working hours, continue with the identity recognition and matching operations; if the generation time is non-working hours, reply to the initiator of the enterprise WeChat voice call event with non-working reply content through RPA, and end the enterprise WeChat voice call event.

[0032] A routing and switching system based on enterprise WeChat voice and a customer service platform, including:

[0033] A session routing and allocation module, configured to receive the enterprise WeChat voice call event and allocate the enterprise WeChat voice call event;

[0034] An RPA terminal collaboration module, connected to the session routing and allocation module, configured to monitor the location of the enterprise WeChat voice call event;

[0035] A virtual machine end extension registration module, connected to the RPA terminal collaboration module, configured to obtain the transit extension ID and the enterprise WeChat extension ID;

[0036] A capability platform module, connected to the session routing and allocation module, configured to calculate a call hash value;

[0037] An exception handling module, connected to the capability platform module, configured to handle exception events; Exception events include: extension busy and failure to obtain hierarchical ID;

[0038] A customer identity recognition module, connected to the capability platform module, configured to perform identity recognition and matching.

[0039] According to the specific embodiments provided by the present invention, the present invention discloses the following technical effects: The routing and switching method and system based on enterprise WeChat voice and a customer service platform provided by the present invention, the method includes: reporting the enterprise WeChat voice call event through RPA; performing identity recognition and matching operations according to the enterprise WeChat voice call event to obtain a matching result; allocating the enterprise WeChat voice call event to the transit agent according to the matching result; binding the transit agent and the enterprise WeChat account, and establishing a communication link between the transit agent and the enterprise WeChat account; transmitting the enterprise WeChat voice call event to the enterprise WeChat account according to the communication link. This method realizes three-party calls through multi-terminal voice channels, intelligent matching algorithms, and PRA automated operations, breaks through the voice communication capacity limit of enterprise WeChat, and improves the accuracy of identity recognition. Brief Description of the Drawings

[0040] In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings required in the embodiments. Obviously, the drawings in the following description are only some embodiments of the present invention. For those of ordinary skill in the art, without creative efforts, other drawings can also be obtained based on these drawings.

[0041] Figure 1 It is a flowchart of the routing and switching method for the enterprise WeChat voice and customer service platform of the present invention;

[0042] Figure 2 It is a detailed flowchart of the routing and switching of the present invention;

[0043] Figure 3 It is a flowchart of identity recognition and matching of the present invention;

[0044] Figure 4 It is a flowchart of establishing a communication link of the present invention;

[0045] Figure 5 It is a structural diagram of the routing and switching system for the enterprise WeChat voice and customer service platform of the present invention. Detailed Embodiments

[0046] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, rather than all, of the embodiments of the present invention. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present invention without creative efforts fall within the protection scope of the present invention.

[0047] To make the above objects, features, and advantages of the present invention more obvious and understandable, the present invention will be further described in detail below with reference to the drawings and specific embodiments.

[0048] As Figure 1 and Figure 2 shown, the present invention provides a routing and switching method based on enterprise WeChat voice and customer service platform, including the following steps:

[0049] Step 100: Report the enterprise WeChat voice call event through RPA;

[0050] Specifically, the enterprise WeChat voice call event is divided into voice call and video call.

[0051] Step 200: Perform identity recognition and matching operations according to the enterprise WeChat voice call event to obtain a matching result; the matching result includes: successful matching and failed matching; the specific steps are as Figure 3 shown, including:

[0052] Step 201: Convert the avatar of the WeCom voice call event into a call hash value;

[0053] Specifically, calculate the binary hash value of the avatar of the initiator of the WeCom voice call event to obtain the call hash value.

[0054] Step 202: Calculate the Hamming distance between the call hash value and the preset avatar hash value;

[0055] Specifically, use the Hamming distance function to count the number of positions that are the same but the values are different between the call hash value and the hash values of all friends' avatars of the called WeCom number, and use the number as the Hamming distance.

[0056] Step 203: Obtain the matching result according to the comparison result between the Hamming distance and the preset distance threshold.

[0057] Specifically, if the Hamming distance does not exceed the distance threshold, it is determined that the match is successful; if the Hamming distance exceeds the distance threshold, it is determined that the match fails.

[0058] Furthermore, perform identity recognition and matching operations based on the WeCom voice call event to obtain the matching result, which also includes: judging the generation time of the WeCom voice call event; if the generation time is working hours, continue the identity recognition and matching operations; if the generation time is non-working hours, reply to the initiator of the WeCom voice call event with non-working reply content through RPA, and end the WeCom voice call event.

[0059] Step 300: Allocate the WeCom voice call event to the transfer seat according to the matching result; the transfer seat includes: the home seat and the idle seat;

[0060] Specifically, if the matching result is successful, query the session attribution of the initiator of the WeCom voice call event to obtain the query result; the query result includes: session exists and session does not exist;

[0061] Furthermore, if the query result is that the session exists, that is, the session already has a home seat, then judge whether the call status of this seat is idle. If it is idle, allocate the WeCom voice call event to the home seat; if it is not idle (busy line), call the seat with an idle status in the same skill group. If the query result is that the session does not exist, judge whether the initiator has a home department and whether the home department is bound to a rule group. When the initiator has no home department or the home department is not bound to a rule group, mark the session as a public session, and allocate the WeCom voice call event to the seat with an idle status in the rule group.

[0062] If the matching result is a failure, the enterprise WeChat voice call event will be assigned to an idle agent according to the global fallback rule, and a temporary session will be created.

[0063] Step 400: Bind the transfer agent to the enterprise WeChat account and establish a communication link between the transfer agent and the enterprise WeChat account;

[0064] Specifically, when the enterprise WeChat account logs in to the client for the first time, it obtains the enterprise WeChat extension ID (including: extension number and extension password) through PRA. After the enterprise WeChat voice call event is transferred to the transfer agent, it obtains the transfer extension ID and binds the transfer extension ID and the enterprise WeChat extension ID to obtain the communication link. The specific operation process is as Figure 4 shown. After assigning an extension number to the agent, obtain the transfer extension ID and save the relationship between the transfer extension ID and the agent; when the enterprise WeChat account logs in for the first time, after assigning an extension number to it, obtain the enterprise WeChat extension ID and save the relationship between the enterprise WeChat extension ID and the enterprise WeChat number; when the agent logs in to the workbench, obtain the extension number and password according to the saved relationship between the transfer extension ID and the agent and log in; after RPA recognizes that the agent has logged in successfully, obtain the saved relationship between the enterprise WeChat extension ID and the enterprise WeChat number, use the previously obtained extension number and password to log in to the enterprise WeChat extension, and perform sip registration according to the login result, so as to bind the enterprise WeChat extension and the transfer extension.

[0065] Step 500: Transmit the enterprise WeChat voice call event to the enterprise WeChat account according to the communication link.

[0066] Specifically, after the transfer agent receives the enterprise WeChat voice call event, it transmits the enterprise WeChat voice call event to the enterprise WeChat extension ID through the communication link, and then RPA completes the answering operation of the enterprise WeChat account.

[0067] As Figure 5 shown, the present invention also provides a routing and switching system based on enterprise WeChat voice and a customer service platform, including:

[0068] A session routing and distribution module, configured to receive the enterprise WeChat voice call event and distribute the enterprise WeChat voice call event;

[0069] An RPA terminal cooperation module, connected to the session routing and distribution module, configured to monitor the location of the enterprise WeChat voice call event;

[0070] A virtual machine end extension registration module, connected to the RPA terminal cooperation module, configured to obtain the transfer extension ID and the enterprise WeChat extension ID;

[0071] A capability platform module, connected to the session routing and distribution module, configured to calculate the call hash value;

[0072] An exception handling module, connected to the capability platform module, configured to handle exception events; the exception events include: extension busy and registration failure;

[0073] The customer identity recognition module, which is connected to the capability platform module, is used for identity recognition and matching.

[0074] This embodiment takes the enterprise WeChat voice call during working hours as an example. Example 1 is that there is no current session. First, a new session is created, and at the same time, a system text message of "voice / video call" is inserted into the session, and then the allocation process is executed. The session is allocated to an agent, and it is queried whether the current agent is answering a voice call. If answering, there is no pop-up prompt, and the RPA does not perform the hang-up operation. If not answering the voice call, the voice call pop-up window is displayed.

[0075] Example 2 is that there is a session. It directly queries whether the current agent is answering a voice call. If answering, there is no pop-up prompt, and the RPA does not perform the hang-up operation. If not answering the voice call, the voice call pop-up window is displayed.

[0076] Specifically, when the agent is in a voice call (answering or calling on enterprise WeChat), and another session sends an enterprise WeChat voice call request, the other session does not hang up the call request and retries the call every 3 seconds.

[0077] The beneficial effects of the present invention are as follows:

[0078] 1) Through the connection of cross-terminal communication, the three-party call of enterprise WeChat is realized, breaking through the voice communication ability limitation between the browser end and the enterprise WeChat client;

[0079] 2) Through the dynamic matching algorithm based on the avatar hash value, the accuracy of customer identity recognition is improved;

[0080] 3) Through the automated operation of RPA, the manual intervention rate is reduced and the work efficiency is improved.

[0081] In this specification, each embodiment is described in a progressive manner. The key point of each embodiment is to illustrate the differences from other embodiments. The same or similar parts among the embodiments can be referred to each other.

[0082] In the present invention, specific examples are used to elaborate on the principle and implementation manner of the present invention. The descriptions of the above embodiments are only used to help understand the method and its core idea of the present invention; at the same time, for those of ordinary skill in the art, according to the idea of the present invention, there will be changes in the specific implementation manner and application scope. In summary, the content of this specification should not be construed as a limitation to the present invention.

Claims

1. A routing and switching method based on enterprise WeChat voice and customer service platform, characterized in that, It includes the following steps: Report the enterprise WeChat voice call event through RPA; The enterprise WeChat voice call event includes: voice call and video call; Perform identity recognition and matching operations according to the enterprise WeChat voice call event to obtain a matching result; The matching result includes: matching success and matching failure; Allocate the enterprise WeChat voice call event to the transfer seat according to the matching result; The transfer seat includes: the assigned seat and the idle seat; Bind the transfer seat to the enterprise WeChat account and establish a communication link between the transfer seat and the enterprise WeChat account; Transmit the enterprise WeChat voice call event to the enterprise WeChat account according to the communication link.

2. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 1, characterized in that, Performing identity recognition and matching operations according to the enterprise WeChat voice call event to obtain a matching result, including: Convert the avatar of the enterprise WeChat voice call event into a call hash value; Calculate the Hamming distance between the call hash value and the preset avatar hash value; Obtain the matching result according to the comparison result between the Hamming distance and the preset distance threshold.

3. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 2, wherein Obtain the matching result according to the comparison result between the Hamming distance and the preset distance threshold, including: Statistically count the number of positions where the call hash value and the avatar hash value are the same but the values are different through the Hamming distance function, and use the number as the Hamming distance; If the Hamming distance does not exceed the distance threshold, it is determined as a successful match; If the Hamming distance exceeds the distance threshold, it is determined as a failed match.

4. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 1, characterized in that Allocate the enterprise WeChat voice call event to the transfer seat according to the matching result, including: If the matching result is a successful match, query the session attribution of the initiator of the enterprise WeChat voice call event to obtain a query result; The query result includes: session exists and session does not exist; Allocate the enterprise WeChat voice call event to the assigned seat or the idle seat according to the query result; If the matching result is a failed match, allocate the enterprise WeChat voice call event to the idle seat according to the global fallback rule.

5. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 4, wherein Allocate the enterprise WeChat voice call event to the assigned seat or the idle seat according to the query result, including: If the query result is that the session exists, allocate the enterprise WeChat voice call event to the assigned seat; If the status of the assigned seat is not idle, allocate the enterprise WeChat voice call event to the idle seat; If the query result is that the session does not exist, allocate the enterprise WeChat voice call event to the idle seat.

6. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 1, characterized in that, Bind the transfer seat to the enterprise WeChat account and establish a communication link between the transfer seat and the enterprise WeChat account, including: Obtain the transfer extension ID of the transfer seat and the enterprise WeChat extension ID of the enterprise WeChat account; Bind the transfer extension ID and the enterprise WeChat extension ID to obtain the communication link.

7. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 6, characterized in that, Transmit the enterprise WeChat voice call event to the enterprise WeChat account according to the communication link, specifically: after the transfer seat receives the enterprise WeChat voice call event, transmit the enterprise WeChat voice call event to the enterprise WeChat extension ID through the communication link, and complete the answering operation of the enterprise WeChat account through the RPA.

8. The routing and switching method based on enterprise WeChat voice and customer service platform according to claim 1, characterized in that, Perform identity recognition and matching operations based on the enterprise WeChat voice call event to obtain a matching result, further including: making a time judgment on the generation time of the enterprise WeChat voice call event; if the generation time is working hours, continue with the identity recognition and matching operations; if the generation time is non-working hours, reply to the initiator of the enterprise WeChat voice call event with non-working reply content through the RPA, and end the enterprise WeChat voice call event.

9. A routing and switching system based on enterprise WeChat voice and customer service platform, characterized in that, Including: A session routing and allocation module, configured to receive the enterprise WeChat voice call event and allocate the enterprise WeChat voice call event; An RPA terminal collaboration module, connected to the session routing and allocation module, configured to monitor the location of the enterprise WeChat voice call event; A virtual machine end extension registration module, connected to the RPA terminal collaboration module, configured to obtain a transit extension ID and an enterprise WeChat extension ID; A capability platform module, connected to the session routing and allocation module, configured to calculate a call hash value; An exception handling module, connected to the capability platform module, configured to handle exception events; The exception events include: extension busy and failure to obtain a hierarchical ID; A customer identity recognition module, connected to the capability platform module, configured to perform identity recognition and matching.

Images