Method for processing work order, electronic device, storage medium and program product
Patent Information
- Application Number
- CN202511114096.9
- Authority / Receiving Office
- CN · China
- Patent Type
- Patents(China)
- Current Assignee / Owner
- Filing Date
- 2025-08-08
- Publication Date
- 2026-10-09
- Estimated Expiration
- 2045-08-08
Smart Images
Figure CN121008723B_ABST
Abstract
Description
Technical Field
[0001] This disclosure generally relates to the field of computers, and more specifically to methods for processing work orders, electronic devices, computer-readable storage media, and computer program products. Background Technology
[0002] With the continuous development of internet technology, users are increasingly able to engage in various activities such as shopping, browsing multimedia content, and creating multimedia content through applications provided by online platforms. While using the various functions offered by these applications, users may encounter a variety of problems or needs, such as issues related to product specifications during shopping or problems encountered during multimedia content creation.
[0003] Typically, users initiate customer service requests to the online platform through channels such as instant messaging or hotlines. The platform's customer service team will address these requests promptly. For cases where immediate resolution is not possible, the platform will create a support ticket. The platform can then follow up on these support tickets to resolve the user's issues or needs. Summary of the Invention
[0004] According to exemplary embodiments of this disclosure, a method for processing work orders, an electronic device, a computer storage medium, and a computer program product are provided.
[0005] In a first aspect of this disclosure, a method for processing work orders is provided. The method includes: displaying a plurality of cards in a first area of an interface, each card displaying information about an associated work order in one of the following stages: a pre-call stage, a call execution stage, or a call termination stage. The method further includes: displaying a preview card in a second area of the interface in response to a triggering operation on a candidate card among the plurality of cards. The preview card corresponds to a candidate card and is configured to display information about an associated work order associated with the candidate card. Furthermore, the method includes: processing the associated work order in response to a triggering operation on a control in the preview card, wherein the control in the preview card is associated with the stage in which the associated work order is located.
[0006] In a second aspect of this disclosure, an electronic device is provided, comprising: at least one processing unit; and at least one memory coupled to the at least one processing unit and storing instructions for execution by the at least one processing unit, the instructions causing the electronic device to perform a processing work order when executed by the at least one processing unit. The method includes: displaying a plurality of cards in a first area of an interface, each of the plurality of cards displaying information about an associated work order in one of the following stages: a pre-call stage, a call execution stage, or a call termination stage. The method further includes: displaying a preview card in a second area of the interface in response to a triggering operation on a candidate card among the plurality of cards, the preview card corresponding to the candidate card and configured to display information about an associated work order associated with the candidate card. Furthermore, the method includes: processing the associated work order in response to a triggering operation on a control in the preview card, wherein the control in the preview card is associated with the stage in which the associated work order is located.
[0007] In a third aspect of this disclosure, a computer-readable storage medium is provided having machine-executable instructions stored thereon, which, when executed by a device, cause the device to perform a method for processing a work order. The method includes: displaying a plurality of cards in a first area of an interface, each of the plurality of cards being configured to display information of an associated work order in at least one of the following stages: a pre-call stage, a call execution stage, or a call termination stage. The method further includes: displaying a preview card in a second area of the interface in response to a triggering operation on a candidate card among the plurality of cards, the preview card corresponding to a candidate card and configured to display information of an associated work order associated with the candidate card. Furthermore, the method includes: processing the associated work order in response to a triggering operation on a control in the preview card, wherein the control in the preview card is associated with the stage in which the associated work order is located.
[0008] A fourth aspect of this disclosure provides a computer program product including computer-executable instructions, wherein the computer-executable instructions, when executed by a processor, implement a method for processing a work order. The method includes: displaying a plurality of cards in a first area of an interface, each of the plurality of cards being configured to display information about an associated work order in one of the following stages: a pre-call stage, a call execution stage, or a call termination stage. The method further includes: displaying a preview card in a second area of the interface in response to a triggering operation on a candidate card among the plurality of cards, the preview card corresponding to a candidate card and configured to display information about an associated work order in relation to the candidate card. Furthermore, the method includes: processing the associated work order in response to a triggering operation on a control in the preview card, wherein the control in the preview card is associated with the stage in which the associated work order is located.
[0009] The summary section is provided to introduce a series of concepts in a simplified form, which will be further described in the detailed description below. The summary section is not intended to identify key or essential features of this disclosure, nor is it intended to limit the scope of this disclosure. Other features of this disclosure will become readily apparent from the following description. Attached Figure Description
[0010] The above and other features, advantages, and aspects of the embodiments of this disclosure will become more apparent from the accompanying drawings and the following detailed description. In the drawings, the same or similar reference numerals denote the same or similar elements, wherein:
[0011] Figure 1 A schematic diagram of an example system in which embodiments of the present disclosure can be implemented is shown;
[0012] Figure 2 A flowchart of a method for processing work orders according to an embodiment of the present disclosure is shown;
[0013] Figures 3A to 3D An example process of interactive operation according to an embodiment of this disclosure is shown;
[0014] Figure 4 This illustrates another example process of interactive operation according to embodiments of the present disclosure;
[0015] Figures 5A-5B This illustrates another example process of interactive operation according to embodiments of the present disclosure;
[0016] Figure 6 A schematic block diagram of an example apparatus according to some embodiments of the present disclosure is shown; and
[0017] Figure 7 A block diagram of an example electronic device that can be used to implement embodiments of the present disclosure is shown. Detailed Implementation
[0018] Embodiments of this disclosure will now be described in more detail with reference to the accompanying drawings. While some embodiments of this disclosure are shown in the drawings, it should be understood that this disclosure can be implemented in various forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided to provide a more thorough and complete understanding of this disclosure. It should be understood that the accompanying drawings and embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of protection of this disclosure.
[0019] It is understood that, in accordance with the technical solutions disclosed in the embodiments of this disclosure, users have been informed of the types, scope of use, and usage scenarios of the personal information involved in this disclosure through appropriate means and their authorization has been obtained, in accordance with the provisions of relevant laws and regulations.
[0020] Online platforms can automate work order processing. Currently, work order automation typically relies on pre-defined rules and procedures to execute actions (e.g., following up on work orders, closing them, or sending SMS messages to users) to process them. To improve efficiency, AI agents can establish communication with users through outbound call negotiations. During these outbound calls, human customer service representatives (hereinafter referred to as "customer service") are needed to observe and monitor the execution to ensure high-quality service. Therefore, a user interface and interaction method are urgently needed to allow customer service representatives to efficiently observe and monitor the work order status at each stage of the outbound call process and control its processing at each stage, thus achieving efficient and effective work order handling.
[0021] In view of the above, embodiments of this disclosure provide a method for processing work orders. The method includes: displaying a plurality of cards in a first area of an interface, each card displaying information about an associated work order in one of the following stages: a pre-call stage, a call execution stage, or a call termination stage. The method further includes: displaying a preview card in a second area of the interface in response to a triggering operation on a candidate card among the plurality of cards, the preview card corresponding to the candidate card and configured to display information about the associated work order associated with the candidate card. Furthermore, the method further includes: processing the associated work order in response to a triggering operation on a control in the preview card, wherein the control in the preview card is associated with the stage in which the associated work order is located.
[0022] According to the method of this disclosure embodiment, by providing a new interface display and interaction method, customer service can efficiently observe the status of work orders in each stage of outbound call actions through the interface, and can also control the processing of work orders at each stage, thereby achieving efficient and effective processing of work orders.
[0023] The embodiments of this disclosure will now be described in further detail with reference to the accompanying drawings, wherein... Figure 1A schematic diagram of an example environment 100 in which embodiments of the present disclosure can be implemented is shown. The example environment 100 includes a work order processing device 110, an agent unit 120, and a work order monitoring and control device 130. In some embodiments, the work order processing device 110 can process received user requests. For example, when a user of an application encounters a problem or need that requires resolution, they can send the problem or need to be resolved to the work order processing device 110 via a network through an electronic device. The work order processing device 110 can invoke the agent unit 120 to create a work order for an unresolved user request and process the created work order. The agent unit 120 may include a first agent 121, a second agent 122, and a third agent 123. The first agent 121 may include an agent trained to generate a processing plan for the work order, the second agent 122 may be an agent trained to perform outbound call actions, and the third agent 123 may be an agent trained to create a work order or update follow-up actions for work orders that are in the outbound call completion stage.
[0024] In some embodiments, the work order processing device 110 may input first input information into the intelligent agent unit 120, so that the first intelligent agent 121 can generate a processing plan for the work order based on the first input information. The first input information may include at least one of the following: work order information or information about a business object associated with the work order (e.g., an order, created multimedia, or viewed multimedia). Furthermore, the first input information may also include graphic information associated with the business object. The processing plan includes the processing time and processing actions for processing the work order. In response to a processing action in the processing plan for processing the work order, including an outbound call action, the first intelligent agent 121 may generate an outbound call script associated with the outbound call action.
[0025] The work order processing device 110 can input second input information to the second intelligent agent 122, so that the second intelligent agent 122 can perform an outbound call action from the processing time. In some embodiments, the second input information may include the outbound call script, and the second intelligent agent 122 may perform the outbound call action based on the outbound call script to process the work order. In some embodiments, the second intelligent agent 122 may perform the outbound call action on the outbound call target. In some embodiments, the outbound call target may be the user who issued the user request. In some embodiments, the outbound call target may also be a third party other than the user who issued the user request.
[0026] The work order processing device 110 can obtain the dialogue information between the second intelligent agent 122 and the outbound call object in real time (this dialogue information is the outbound call record between the second intelligent agent 122 and the outbound call object during the outbound call execution process, and the scope of use, usage scenario, etc. of the dialogue information generated during the outbound call action have been informed to the outbound call object and authorized by the outbound call object).
[0027] After completing the outbound call, the work order processing device 110 can input the dialogue information between the second agent 122 and the outbound recipient, as well as the information of the business object associated with the work order, into the third agent 123, so that the third agent 123 can update the work order, for example, update the follow-up action of the work order. For example, the third agent 123 can update the work order follow-up tag in the work order, thereby updating the follow-up action of the work order.
[0028] Accordingly, the outbound call action can be divided into three stages: the pre-call stage, the outbound call execution stage, and the outbound call termination stage. Customer service representatives can observe and monitor the status of the work order at each stage, and can also control the processing of the work order at each stage.
[0029] In some embodiments, the work order processing device 110 can send the outbound call script output by the first intelligent agent 121, the dialogue information between the second intelligent agent 122 and the outbound call object, and the updated work order follow-up tag output by the third intelligent agent 123 to the work order monitoring and control device 130, so that customer service can observe and monitor the status of the work order at each stage and control the processing of the work order at each stage.
[0030] In some embodiments, the work order monitoring and control device 130 may display multiple cards in a first area of the interface. Each card displays information about an associated work order in one of the following stages: pre-call stage, outbound call execution stage, or outbound call end stage. The work order monitoring and control device 130 may also display a preview card in a second area of the interface in response to a trigger operation on a candidate card among the multiple cards. The preview card corresponds to a candidate card and is configured to display information about the associated work order associated with the candidate card. Furthermore, the work order monitoring and control device 130 may process the associated work order in response to a trigger operation on a control in the preview card, wherein the control in the preview card is associated with the stage in which the associated work order is located.
[0031] The method according to the embodiments of this disclosure can provide a new interface display and interaction method for customer service representatives who process work orders. Through this interface, customer service representatives can efficiently observe the status of work orders at each stage and control the processing of work orders at each stage, thereby achieving efficient and effective processing of work orders.
[0032] Any electronic device in the work order processing device 110 and the work order monitoring and control device 130 includes, but is not limited to, personal computers, server computers, handheld or laptop devices, mobile devices (such as mobile phones, personal digital assistants (PDAs), media players, etc.), multiprocessor systems, consumer electronics, wearable electronic devices, smart home devices, minicomputers, mainframe computers, edge computing devices, and distributed computing environments that include any of the above systems or devices.
[0033] Furthermore, despite Figure 1 The intelligent agent unit 120 is disposed separately from the work order processing device 110, but this disclosure is not limited thereto. In some embodiments, the intelligent agent unit 120 may be included within the work order processing device 110. Alternatively, at least a portion of the intelligent agents in the intelligent agent unit 120 may be included within the work order processing device 110, while the remaining portion may be disposed separately from the work order processing device 110; this disclosure does not limit this.
[0034] The above combination Figure 1 A block diagram of an example environment 100 in which embodiments of the present disclosure can be implemented is described. The following is in conjunction with… Figure 2 A flowchart describing a method 200 for processing work orders according to an embodiment of the present disclosure. Figure 2 A flowchart of a method for processing work orders according to an embodiment of the present disclosure is shown. Method 200 can be performed in... Figure 1 The process is executed at the work order monitoring and control device 130 and any suitable computing device. It should be understood that the numbers in the flowchart of method 200 do not indicate the order in which these steps are executed; some or all of these steps can be executed in parallel, or their execution order can be interchanged, and this disclosure does not limit this. Furthermore, Figure 2 Method 200 may also include additional steps not shown and / or the steps shown may be omitted, and the scope of this disclosure is not limited in this respect.
[0035] like Figure 2 As shown in box 202, the work order processing monitoring and control device 130 can display multiple cards in the first area of the interface. Each of the multiple cards is used to display information about the associated work order in one of the following stages: pre-call stage, outbound call execution stage, or outbound call end stage.
[0036] In some embodiments, the work order monitoring and control device 130 may display multiple cards in a first area of the interface. For example, four or any other number. Each card is associated with a work order and is used to display information about the associated work order in the current outbound call phase. The outbound call phase may include any of the following three phases: the pre-outbound call phase (i.e., the phase in which the outbound call script has been generated by the first agent 121, but the outbound call action has not yet been executed), the outbound call execution phase (the execution phase in which the second agent 122 executes the outbound call action), or the outbound call end phase (the phase in which the outbound call action is completed and the third agent 123 updates the follow-up action of the associated work order).
[0037] In some embodiments, the cards in the first area may display information about the associated work order in its current outbound call phase. In response to the associated work order being in the pre-outbound call phase, this information may include the outbound call script generated by the first intelligent agent 121 corresponding to the associated work order. Taking card A in the first area as an example, in some embodiments, card A may display an outline of the outbound call script for the associated work order, so that customer service can quickly obtain key information about the outbound call script. In response to the associated work order being in the outbound call execution phase, this information may include dialogue information associated with the associated work order, conducted by the second intelligent agent 122 with the outbound call recipient. In some embodiments, card A may display partial dialogue information, and this partial dialogue information may be updated in real time as the outbound call proceeds, allowing customer service to obtain the latest status and / or content of the dialogue information by browsing the card. In response to the associated work order being in the outbound call completion phase, card A may display updated follow-up information associated with the associated work order, and the updated follow-up information may be generated by the third intelligent agent 123. For example, the third agent 123 can generate updated follow-up information (e.g., updated follow-up actions) based on the dialogue information between the second agent 122 and the outbound call recipient.
[0038] In box 204, the work order monitoring and control device 130 can respond to a trigger operation for a candidate card among multiple cards by displaying a preview card in a second area of the interface. The preview card corresponds to the candidate card and is configured to display information of the associated work orders associated with the candidate card.
[0039] In some embodiments, a customer service representative can browse multiple cards displayed in a first area of the interface. The representative can select any card displayed in the first area to view more information about that card. The representative can select a card (hereinafter referred to as a "candidate card") in any appropriate manner to display a preview card in a second area. In some embodiments, the area of the second area is larger than the display area of each card in the first area. Accordingly, more information can be displayed in the browsed cards shown in the second area compared to the candidate cards.
[0040] In some embodiments, a preview card corresponds to a candidate card and is configured to display information (e.g., content information) of the associated work order linked to the candidate card. For example, to display the outbound call script of the associated work order in the pre-call stage in a card in a first area, an outline of the outbound call script can be displayed in the candidate card, while the detailed content of the outbound call script can be displayed in the preview card.
[0041] In box 206, the work order monitoring and control device 130 can process the associated work orders of the preview card in response to a trigger operation on the controls in the preview card, and the controls in the preview card are associated with the stage of the associated work order.
[0042] In some embodiments, the preview card displays controls for receiving trigger actions from customer service. The controls in the preview card are associated with the stage of the associated work order (i.e., the associated work order of the candidate card corresponding to the preview card). In some embodiments, when the associated work order is in the pre-outbound call stage, the preview card may display a first control and / or a second control, and the customer service representative may trigger either the first or second control accordingly. In response to a first trigger action on the first control, the work order monitoring and control device 130 may initiate the execution of an outbound call action. For example, the work order monitoring and control device 130 may send an instruction to initiate an outbound call action to the work order processing device 110, so that the work order processing device 110 instructs the second agent 122 to initiate an outbound call action with the outbound target. In some embodiments, in response to a second trigger action on the second control, the work order monitoring and control device 130 may obtain an updated outbound call script. For example, in response to a second trigger action, the work order monitoring and control device 130 may instruct the work order processing device 110 to control the first agent 121 to generate an updated outbound call script to obtain the updated outbound call script.
[0043] In some embodiments, when the associated work order processing is in the outbound call execution phase, the preview card can display dialogue information and a third control during the outbound call action execution process. The third control can be used to terminate the execution of the outbound call action. For example, while browsing the dialogue information, if it is determined that the outbound call action needs to be terminated, the customer service representative can terminate the execution of the outbound call action by triggering the third control. For example, in response to a third trigger operation on the third control, the work order monitoring and control device 130 can instruct the work order processing device 110 to terminate the execution of the outbound call action. In some embodiments, when the associated work order is in the outbound call end phase, the preview card can display updated follow-up action information and a fourth control for the associated work order, and the updated follow-up action can be generated by a third intelligent agent 123. By browsing the updated follow-up action, the customer service representative can determine whether the updated follow-up action meets the requirements, and if the updated follow-up action meets the requirements, trigger the fourth control to determine the updated follow-up action for the associated work order. The detailed interaction and control process will be described below in conjunction with the accompanying drawings.
[0044] Advantageously, the method according to the embodiments of this disclosure can provide customer service with a new interface display and interaction method, enabling customer service to efficiently observe the status of work orders in each outbound call stage through the interface, and also control the processing of work orders in each stage, thereby achieving efficient and effective processing of work orders.
[0045] Figures 3A to 3D An example process of interactive operation according to an embodiment of this disclosure is shown. Figure 3A The interface 300 shown may include a first area 310 and a second area 380. The first area 310 may display multiple cards, such as card 301, card 302, card 303, and card 304. The associated work order 1 of card 301 is currently in the pre-call stage, and card 301 may display information about associated work order 1 in the pre-call stage, such as the outbound call script generated by the first agent 121 for associated work order 1. Figure 3A As shown, card 301 can display the work order name, such as "Work Order 1", and the outbound call script outline 312. In addition, card 301 can also display the nickname of the user who initiated the work order in the application, such as "1", as indicated by label 313.
[0046] The associated work orders 2 and 3, corresponding to cards 302 and 303 respectively, are in the outbound call execution phase, and cards 302 and 303 respectively display information about associated work orders 2 and 3 during the outbound call execution phase. This information may include real-time content of the dialogue information during the outbound call execution process, such as... Figure 3AThe cards 302 and 303 are illustrated respectively. The associated work order 4 corresponding to card 304 is in the outbound call completion stage, and card 4 can display the information of associated work order 4 in the outbound call completion stage. For example, card 304 displays the updated follow-up information of associated work order 4, as shown in sub-card 314 "Work Order Update Outline".
[0047] In some embodiments, in order to browse more information in each card, a customer service representative can select a candidate card from a plurality of cards displayed in a first area 310 to display the selected candidate card in a second area 380. Figure 3A The diagram illustrates that, in response to a customer service representative's selection of candidate card 301 (as indicated by the thick black line), the work order monitoring and control device 130 can display a preview card 320 corresponding to card 301 in the second area 380. This preview card 320 can display the content information of the associated work order "Work Order 1" for candidate card 301. This content information may include the outbound call script generated by the first intelligent agent 121 for work order 1, such as... Figure 3A The meaning is shown in card 324.
[0048] The work order monitoring and control device 130 can also display the nickname of the user who initiated the work order 1 in the application in the preview card 320, as indicated by label 322. The preview card 320 can also display one or more controls associated with the stage of the associated work order 1.
[0049] For the pre-call stage, the preview card 320 can display a first control 323 for initiating the outbound call action. In some embodiments, after the customer service representative reviews the outbound call script 324 and determines that the script meets the requirements, they can initiate the outbound call action by triggering the first control 323. In response to the first trigger operation of the first control 323, the work order monitoring and control device 130 can send an instruction to initiate the outbound call action to the work order processing device 110, so that the work order processing device 110 can initiate the outbound call action between the second intelligent agent 122 and the outbound call target.
[0050] In some embodiments, a second control 325 may also be displayed in the preview card 320. This second control 325 can be configured to retrieve updated scripts. In some embodiments, if a customer service representative determines that the outbound call script 324 does not meet the requirements after browsing it, they can trigger the control 325 to retrieve the updated script.
[0051] Figure 3B This diagram illustrates an exemplary interface that appears after triggering the second control 325 according to an embodiment of the present disclosure. In response to a second triggering operation on the second control 325, the work order monitoring and control device 130 can display a pop-up window 350, such as... Figure 3BAs shown, pop-up window 350 has a content input area, which prompts the customer service representative to enter first input information. Work order monitoring and control device 130 can obtain an updated outbound call script based on the first input information entered by the customer service representative. In some embodiments, work order monitoring and control device 130 can send the first input information received through pop-up window 350 to work order processing device 110. Work order processing device 110 can input the first input information into first intelligent agent 121, which can update the outbound call script based on the first output information and send the updated outbound call script to work order monitoring and control device 130 via work order processing device 110, allowing the customer service representative to view the updated outbound call script through preview card 320.
[0052] In some embodiments, the area 324 displaying the outbound call script in the preview card 320 is an editable area. Customer service representatives can adjust the outbound call script by editing the content in this area. The adjusted script can be used as an updated script for outbound call actions. Alternatively, the adjusted script can be used as update input to the first agent 121 to generate an updated outbound call script.
[0053] Figure 3C This illustration demonstrates obtaining an updated outbound call script by editing within an editable area 324, according to an embodiment of this disclosure. In some embodiments, the area 324 for displaying the outbound call script is editable. A customer service representative can input information by triggering the editable function of the editable area 324. For example, the representative can trigger the edit operation by clicking (e.g., by double-clicking with a mouse or finger) the location to be edited. In response to the edit trigger operation in the editable area 324 of the preview card, the work order monitoring and control device 130 can activate the editable function of the editable area 324. The customer service representative can input information in the area where the editable function is activated. The work order monitoring and control device 130 can receive second input information input by the customer service representative. After completing the input of the second input information, the customer service representative can trigger a second control 325 to obtain the updated outbound call script. In response to the second trigger operation of the second control 325, the work order monitoring and control device 130 can obtain the updated outbound call script based on the second input information. For example, the work order monitoring and control device 130 can send the edited outbound call script, including the second input information, to the work order processing device 110. The work order processing device 110 can input an edited outbound call script, including second input information, into a first intelligent agent 121. The first intelligent agent 121 can update the outbound call script based on the edited outbound call script, including second output information, and send the updated outbound call script to the work order monitoring and control device 130 via the work order processing device 110, so that customer service can view the updated outbound call script through the preview card 320.
[0054] In some embodiments, the work order monitoring and control device 130 may display relevant information about a portion of the outbound call script in response to a customer service representative's selection of that portion. This relevant information may include additional information associated with the portion selected by the customer service representative. For example... Figure 3D As shown, customer service representatives can select the parts of the outbound call script they wish to understand using any appropriate method, such as... Figure 3D The selection area 352 is shown in the diagram. In response to the selection of this section, the work order monitoring and control device 130 can display a pop-up window 370, in which additional information related to the selected section is displayed. The content and display method of the relevant additional information can be set according to requirements, and this disclosure does not impose any limitations on this.
[0055] The above combination Figures 3A-3D This describes the interaction method for related work orders in the pre-outbound call stage. The following will combine... Figure 4 Describe the interaction methods for work orders that are in the outbound call execution phase. Figure 4 Another example procedure for interactive operation according to an embodiment of this disclosure is shown. This example procedure is used to illustrate interactive control of a work order in the outbound call execution phase. Figure 4 The display area settings in the middle and Figures 3A-3D Similarly, the cards displayed in area 410 are... Figures 3A-3D The cards in the game are the same.
[0056] The difference is that, due to Figure 4 Since the selection is for associated work order 2 which is in the outbound call execution stage, the information displayed in the preview card 420 in the second area 480 is information associated with associated work order 2. This information may include dialogue information associated with associated work order 2. Because the display area of the second area 480 is larger than the area of card 402, more dialogue information can be displayed in the second area 480. Furthermore, customer service representatives can view more dialogue information by sliding the controls set in the second area 480.
[0057] Customer service representatives can review the conversation information to determine whether the second agent 122 has addressed the needs of the caller as required during the connection process. If the customer service representative finds that the second agent 122's outbound call actions do not meet the requirements, they can trigger a third control, such as the "hang up" control 425, to terminate the outbound call. For example, the work order monitoring and control device 130 can generate a termination command in response to the third trigger operation of the third control 425 and send the termination command to the work order processing device 110. The work order processing device 110 can terminate the second agent 122's outbound call based on the termination command. In addition, the customer service representative can also trigger the "transfer to human" control 423 to transfer the outbound call action for work order 2 to a human operator, so that if the second agent 122 fails to meet the requirements, the customer service representative can take over the work order, thereby processing the work order efficiently and effectively.
[0058] Furthermore, it is understandable that, despite Figure 4 The diagram illustrates an exemplary process for selecting card 402; however, the interaction and control process for card 403 can also be combined with... Figure 4 To understand this, we will use examples from [the document], and for the sake of simplicity, we will not repeat them here.
[0059] The following will combine Figures 5A-5B Describe the interaction method for work orders that are in the final stage of outbound calls. Figures 5A-5B Another example procedure for interactive operation according to an embodiment of this disclosure is shown. This example procedure is used to illustrate the interactive control process for a work order that is in the outbound call termination stage. Figures 5A-5B The display area settings in the middle and Figures 3A-3D They are similar. Figure 5A For example, the card displayed in the first area 510 is... Figures 3A-3D The cards in the game are the same.
[0060] The difference is that, due to Figures 5A-5B Based on the selection of associated work order 4 in the outbound call termination phase, the information displayed in the preview card 520 in the second area 580 is information associated with associated work order 4. This information may include updated follow-up information (e.g., follow-up actions) for associated work order 4, and this follow-up information is generated by an agent (e.g., third agent 123). For example, third agent 123 may generate updated follow-up information based on dialogue information between second agent 122 and the outbound call recipient. This updated follow-up information indicates the follow-up action for the associated work order after the outbound call action of the associated work order has ended. In some embodiments, the follow-up action includes at least one of the following: terminating the associated work order; continuing to follow up on the associated work order; or reassigning the associated work order to another terminal.
[0061] In some embodiments, the preview card 520 may display at least a portion of the dialogue information of the associated work order 4 in sub-area 521, and updated work order information (e.g., an updated work order follow-up label indicating an updated follow-up action) in sub-area 522. Furthermore, the preview card 520 may also display a fourth control 523 for determining the updated follow-up action of the associated work order. In some embodiments, the work order monitoring and control device 130 may determine the updated follow-up action of the associated work order in response to a fourth trigger operation on the fourth control in the preview card. The follow-up action includes at least one of the following: terminating the associated work order; continuing to follow up on the associated work order; or reassigning the associated work order to another terminal.
[0062] In some embodiments, such as Figure 5A As shown, the work order monitoring and control device 130 can display a fifth control in sub-area 522. Customer service can trigger this fifth control to display follow-up information. In some embodiments, the work order monitoring and control device 130 can display follow-up information in preview card 520 in response to a fifth trigger operation on the fifth control. Figure 5B As shown, in response to a fifth trigger operation on the fifth control 522, a pop-up window 526 is displayed in the preview card 520, and a work order follow-up label is displayed in the pop-up window 526 to indicate follow-up information (e.g., follow-up actions). The work order follow-up label may include: Complete (indicating termination of the associated work order); Continue Follow-up (indicating continued follow-up of the associated work order); and Reassign (reassigning the associated work order to another terminal).
[0063] Customer service representatives can browse work order follow-up tags. When it is determined that the follow-up action generated by the third agent 1223 meets the requirements or predetermined conditions, the updated follow-up action for the associated work order can be determined by triggering control 523. Alternatively, when it is determined that the follow-up action generated by the third agent 123 does not meet the requirements or predetermined conditions, the work order follow-up tag can be modified to update the follow-up action for the associated work order.
[0064] Figure 6 A schematic block diagram of an example device 600 according to some embodiments of the present disclosure is shown. Device 600 can be implemented by software, hardware, or a combination of both. Figure 6 As shown, the device 600 includes a first display module 610, a second display module 620, and a processing module 630.
[0065] In some embodiments, the first display module 610 may display multiple cards in a first area of the interface, each card displaying information about an associated work order in one of the following stages: pre-call stage, outbound call execution stage, or outbound call end stage. The second display module 620 may display a preview card in a second area of the interface in response to a trigger operation on a candidate card among the multiple cards. The preview card corresponds to a candidate card and is configured to display the content information of the associated work order associated with the candidate card. The processing module 630 may process the associated work order in response to a trigger operation on a control in the preview card, the control being associated with the stage in which the associated work order is located.
[0066] In some embodiments, candidate cards are configured to display information about the associated work order in the pre-call phase, and preview cards are configured to display the outbound call script generated by the agent and associated with the associated work order.
[0067] In some embodiments, processing the associated work order in response to a trigger operation on a control in the preview card includes: initiating the execution of an outbound call action in response to a first trigger operation on a first control in the preview card.
[0068] In some embodiments, processing the associated work order in response to a triggering operation on a control in the preview card includes: in response to a second triggering operation on a second control in the preview card, obtaining an updated outbound call script.
[0069] In some embodiments, obtaining the updated outbound call script includes: displaying a pop-up window in response to a second triggering operation; and obtaining the updated outbound call script based on first input information within the pop-up window.
[0070] In some embodiments, obtaining the updated outbound call script includes: in response to an edit trigger operation on an editable area in a preview card, activating the editable function of the editable area; receiving second input information; and in response to the second trigger operation, and based on the second input information, obtaining the updated outbound call script.
[0071] In some embodiments, candidate cards are configured to display information about the associated work order during the outbound call execution phase, and preview cards are configured to display dialogue information associated with the associated work order.
[0072] In some embodiments, processing the associated work order in response to a trigger operation on a control in the preview card includes: terminating the execution of the outbound call action in response to a third trigger operation on a third control in the preview card.
[0073] In some embodiments, candidate cards are configured to display information about the associated work order during the outbound call termination phase, and preview cards are configured to display updated follow-up information about the associated work order, which is generated by an agent.
[0074] In some embodiments, processing an associated work order in response to a triggering operation on a control in a preview card includes: updating the follow-up action of the associated work order in response to a fourth triggering operation on a fourth control in a preview card, the follow-up action including at least one of the following: terminating the associated work order; continuing to follow up on the associated work order; or reassigning the associated work order to another terminal.
[0075] In some embodiments, the candidate card includes a first sub-display area and a second sub-display area, the method comprising: displaying at least a portion of the dialogue information of the associated work order during the outbound call process in the first sub-display area; displaying a fifth control in the second sub-display area; and displaying updated follow-up information in a preview card in response to a fifth triggering operation on the fifth control.
[0076] Figure 6 The device 600 can be used to achieve the above-mentioned combination. Figures 1 to 5B The process shown will not be described in detail here for the sake of brevity.
[0077] The division of modules or units in the embodiments of this disclosure is illustrative and only represents one logical functional division. In actual implementation, there may be other division methods. Furthermore, the functional units in the disclosed embodiments may be integrated into one unit, exist as separate physical entities, or two or more units may be integrated into one unit. The integrated unit described above can be implemented in hardware or as a software functional unit.
[0078] Figure 7 A block diagram of an example electronic device 700 that can be used to implement embodiments of the present disclosure is shown. It should be understood that... Figure 7 The electronic device 700 shown is merely an example and should not be construed as limiting the functionality and scope of the implementation described herein. For example, electronic device 700 can be used in conjunction with the implementation described herein. Figure 1 The work order monitoring and control device 130 described above can be used to perform the above-described tasks. Figures 1 to 5B The process described.
[0079] like Figure 7As shown, electronic device 700 is in the form of a general-purpose computing device. Components of electronic device 700 may include, but are not limited to, one or more processors or processing units 710, memory 720, storage device 730, one or more communication units 740, one or more input devices 750, and one or more output devices 760. Processing unit 710 may be a physical or virtual processor and is capable of performing various processes according to programs stored in memory 720. In a multiprocessor system, multiple processing units execute computer-executable instructions in parallel to improve the parallel processing capability of electronic device 700.
[0080] Electronic device 700 typically includes multiple computer storage media. Such media can be any available media accessible to electronic device 700, including but not limited to volatile and non-volatile media, removable and non-removable media. Memory 720 can be volatile memory (e.g., registers, cache, random access memory (RAM)), non-volatile memory (e.g., read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory), or some combination thereof). Storage device 530 can be a removable or non-removable medium and can include machine-readable media, such as flash drives, disks, or any other media capable of storing information and / or data (e.g., training data for training) and accessible within electronic device 700.
[0081] Electronic device 700 may further include additional removable / non-removable, volatile / non-volatile storage media. Although not explicitly stated... Figure 7 As shown, disk drives for reading from or writing to removable, non-volatile disks (e.g., "floppy disks") and optical disk drives for reading from or writing to removable, non-volatile optical disks can be provided. In these cases, each drive can be connected to a bus (not shown) via one or more data media interfaces. Memory 720 may include computer program product 725 having one or more program modules configured to perform various methods or actions of various implementations of this disclosure.
[0082] The communication unit 740 enables communication with other computing devices via a communication medium. Additionally, the components of the electronic device 700 can function as a single computing cluster or multiple computing machines capable of communicating via communication connections. Therefore, the electronic device 700 can operate in a networked environment using logical connections to one or more other servers, network personal computers (PCs), or other network nodes.
[0083] Input device 750 can be one or more input devices, such as a mouse, keyboard, trackball, etc. Output device 760 can be one or more output devices, such as a monitor, speaker, printer, etc. Electronic device 700 can also communicate with one or more external devices (not shown) via communication unit 740 as needed. These external devices include storage devices, display devices, etc., and can communicate with one or more devices that enable user interaction with electronic device 700, or with any device that enables electronic device 700 to communicate with one or more other computing devices (e.g., network card, modem, etc.). Such communication can be performed via input / output (I / O) interface (not shown).
[0084] According to an exemplary implementation of this disclosure, a computer-readable storage medium is provided that stores computer-executable instructions thereon, wherein the computer-executable instructions are executed by a processor to implement the methods described above. According to an exemplary implementation of this disclosure, a computer program product is also provided, which is tangibly stored on a non-transitory computer-readable medium and includes computer-executable instructions, which are executed by a processor to implement the methods described above. According to an exemplary implementation of this disclosure, a computer program product is provided that stores a computer program thereon, which, when executed by a processor, implements the methods described above.
[0085] Various aspects of this disclosure are described herein with reference to flowchart illustrations and / or block diagrams of methods, apparatuses, devices, and computer program products implemented according to this disclosure. It should be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer-readable program instructions.
[0086] These computer-readable program instructions can be provided to a processing unit of a general-purpose computer, a special-purpose computer, or other programmable data processing apparatus to produce a machine such that, when executed by the processing unit of the computer or other programmable data processing apparatus, they create means for implementing the functions / actions specified in one or more blocks of the flowchart and / or block diagram. These computer-readable program instructions can also be stored in a computer-readable storage medium that causes a computer, programmable data processing apparatus, and / or other device to operate in a particular manner. Thus, the computer-readable medium storing the instructions comprises an article of manufacture that includes instructions for implementing aspects of the functions / actions specified in one or more blocks of the flowchart and / or block diagram.
[0087] Computer-readable program instructions can be loaded onto a computer, other programmable data processing apparatus, or other device to cause a series of operational steps to be performed on the computer, other programmable data processing apparatus, or other device to produce a computer-implemented process, thereby causing the instructions that execute on the computer, other programmable data processing apparatus, or other device to perform the functions / actions specified in one or more boxes of a flowchart and / or block diagram.
[0088] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of this disclosure. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of an instruction, which contains one or more executable instructions for implementing the specified logical function. In some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutive blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, may be implemented using a dedicated hardware-based system that performs the specified function or action, or using a combination of dedicated hardware and computer instructions.
[0089] Various implementations of this disclosure have been described above. The foregoing description is exemplary and not exhaustive, nor is it limited to the disclosed implementations. Many modifications and variations will be apparent to those skilled in the art without departing from the scope and spirit of the described implementations. The terminology used herein is chosen to best explain the principles, practical applications, or improvements to technology in the market, or to enable others skilled in the art to understand the various implementations disclosed herein.
Claims
1. A method for processing work orders, comprising: Multiple cards are displayed in the first area of the interface. Each of the multiple cards is used to display the first information of the associated work order in one of the following stages: the pre-call stage, the outbound call execution stage, or the outbound call end stage. The first information includes a summary of the work order content corresponding to the stage. In response to a trigger operation on a candidate card among the plurality of cards, a preview card is displayed in a second area of the interface. The preview card corresponds to the candidate card and is configured to display second information of the associated work order related to the candidate card. This second information includes the work order content corresponding to the work order content summary. In response to a trigger operation on a control in the preview card, the associated work order is processed, wherein the control in the preview card is associated with the stage in which the associated work order is located; The candidate card is configured to display the first information of the associated work order in the pre-call stage, and the preview card is configured to display the outbound call script generated by the first agent associated with the associated work order; The processing of the associated work order in response to a trigger operation on a control in the preview card includes: In response to a second trigger operation on the second control in the preview card, obtain the updated outbound call script; The process of obtaining the updated outbound call script includes: In response to an edit-triggered operation on the editable area in the preview card, the editable function of the editable area is activated; Receive second input information, wherein the second input information is input to a second agent to cause the second agent to perform an outbound call action; and In response to the second triggering operation and based on the second input information, an updated outbound call script is obtained, wherein the updated outbound call script is obtained by the first agent based on an edited outbound call script, the edited outbound call script including the second input information.
2. The method according to claim 1, wherein processing the associated work order in response to a trigger operation on a control in the preview card includes: In response to a first trigger operation on a first control in the preview card, the execution of the outbound call action is initiated.
3. The method according to claim 1, wherein obtaining the updated outbound call script further comprises: In response to the second triggering operation, a pop-up window is displayed; as well as Based on the first input information in the pop-up window, the updated outbound call script is obtained.
4. The method according to claim 1, wherein the candidate card is configured to display first information of the associated work order in the outbound call execution phase, and the preview card is configured to display dialogue information associated with the associated work order.
5. The method of claim 4, wherein processing the associated work order in response to a trigger operation on a control in the preview card includes: In response to a third trigger operation on a third control in the preview card, the execution of the outbound call action is terminated.
6. The method of claim 1, wherein the candidate card is configured to display first information of the associated work order in the outbound call termination phase, the preview card is configured to display updated follow-up information of the associated work order, and the updated follow-up information is generated by an agent.
7. The method of claim 6, wherein processing the associated work order in response to a trigger operation on a control in the preview card includes: In response to a fourth trigger operation on the fourth control in the preview card, update the follow-up action for the associated work order, the follow-up action including at least one of the following: terminate the associated work order; continue to follow up on the associated work order; or reassign the associated work order to another terminal.
8. The method of claim 6, wherein the preview card includes a first sub-display area and a second sub-display area, the method comprising: At least a portion of the dialogue information of the associated work order during the outbound call execution phase is displayed in the first sub-display area; Display the fifth control in the second sub-display area; as well as In response to a fifth trigger operation on the fifth control, the updated follow-up information is displayed in a pop-up window.
9. An electronic device, comprising: At least one processing unit; At least one memory coupled to the at least one processing unit and storing instructions for execution by the at least one processing unit, the instructions causing the electronic device to perform the method according to any one of claims 1 to 8 when executed by the at least one processing unit.
10. A computer-readable storage medium having a computer program stored thereon, the computer program, when executed by a processor, implementing the method according to any one of claims 1 to 8.
11. A computer program product having a computer program stored thereon, which, when executed by a processor, implements the method according to any one of claims 1 to 8.