Incoming line intelligent distribution method and system based on multi-dimensional hierarchical scheduling and priority

Abstract

The invention discloses an incoming line intelligent distribution method and system based on multi-dimensional hierarchical scheduling and priority, and the method comprises the steps: carrying out the priority customer service processing of a high-value customer according to the identity of the customer, fusing multiple factors such as an event and time, precisely quantifying the customer demand emergency degree, and carrying out the optimization of the customer demand emergency degree according to the quantified customer demand emergency degree. According to the method and the device, different incoming line strategies are generated according to the different incoming line strategies, so that the different incoming line strategies can be generated for different customers through the multi-dimensional differential processing, and the customers with low priorities can be preferentially processed when the demand emergency degree is high, so that the call loss rate is reduced; besides, different skill groups (namely, different customer services) are matched according to incoming line requirements of customers, and priorities of the corresponding skill groups are determined; and finally, client incoming line distribution can be realized based on the priority of the skill group corresponding to the client and the distributed incoming line strategy, so that the client demand change is dynamically responded.

Description

Technical Field

[0001] This invention belongs to the field of e-commerce and customer service technology, specifically relating to an intelligent allocation method and system for incoming lines based on multi-dimensional hierarchical scheduling and priority. Background Technology

[0002] Customer service systems play a vital role in the production and operation of enterprises. They are service windows that closely connect enterprises and users, and play an important role in product sales, after-sales service, consultation and complaints. At present, traditional customer service systems have the following problems: (1) Low allocation efficiency: They rely on manual experience or simple rules for allocation and cannot dynamically respond to changes in customer needs; (2) High call loss rate: Customers have long queuing time during peak hours and low-priority customers are easily ignored; (3) Lack of hierarchical scheduling: They do not differentiate based on multiple dimensions such as customer identity and the urgency of the event. Therefore, based on the above shortcomings, how to provide a hierarchical scheduling and dynamic response to customer needs with low call loss rate based on multi-dimensional hierarchical scheduling and priority intelligent call allocation method has become an urgent problem to be solved. Summary of the Invention

[0003] The purpose of this invention is to provide an intelligent incoming line allocation method and system based on multi-dimensional hierarchical scheduling and priority, in order to solve the problems of existing technologies such as inability to dynamically respond to changes in customer demand, high call loss rate, and lack of hierarchical scheduling.

[0004] To achieve the above objectives, the present invention adopts the following technical solution: Firstly, a method for intelligent route allocation based on multi-dimensional hierarchical scheduling and priority is provided, including: Obtain the customer's incoming call number, and determine whether the customer belongs to the designated customer based on the customer's incoming call number; If so, the customer call will be transferred to the dedicated skill group customer service corresponding to the specified customer; otherwise, the customer's call event information will be queried, wherein the call event information includes the customer's unused ticket time, service order time limit, call frequency, unresolved complaint form and customer call request. Based on the customer's unused ticket time, service order time limit, call frequency, and unresolved complaint form in the incoming call event information, the customer's dynamic incoming call score is determined. Based on the dynamic score of incoming calls, the incoming call strategy for customers is determined, and the corresponding skill group for customers is determined according to their incoming call needs. Different dynamic scores of incoming calls correspond to different incoming call strategies, and different skill groups correspond to different types of incoming call needs. The priority of the skill group corresponding to the customer is determined, and the customer call is allocated using the call-in strategy and the priority of the skill group corresponding to the customer.

[0005] Based on the above-disclosed content, after obtaining the customer's incoming call number, this invention first determines whether the customer belongs to a designated customer, i.e., whether they are a high-value customer. If so, the customer's call is directly transferred to the dedicated skills group customer service corresponding to the designated customer, thereby achieving priority and dedicated handling of high-value customer inquiries. If the customer is not a designated customer, the invention queries incoming call event information containing the customer's unused ticket time, service order time limit, call frequency, unresolved complaint forms, and customer's incoming call request. Based on the aforementioned unused ticket time, service order time limit, call frequency, and unresolved complaint forms, the urgency of the request (i.e., the corresponding dynamic score for incoming calls) is determined. Then, based on the urgency of the request, the customer's incoming call strategy is determined. Thus, a system based on order time is implemented. This invention employs multi-dimensional differentiated processing based on factors such as time limits, complaints, ticket dates, and call frequency to generate different call-in strategies for different customers. Furthermore, this multi-dimensional differentiated processing ensures that low-priority customers are prioritized even in cases of urgent order deadlines or complaints, thereby reducing call loss rates. After obtaining the call-in strategy, the invention also acquires the user's call-in demand type and, based on this, determines the priority of the customer's corresponding skill group (i.e., the priority of different demand types). Finally, based on the priority of the customer's corresponding skill group and the aforementioned assigned call-in strategy, customer call-in allocation can be performed. This allows for dynamic allocation of customer skill groups and matching of corresponding priorities according to user needs, thereby dynamically responding to changes in customer demand in conjunction with the assigned call-in strategy.

[0006] Through the above design, this invention first prioritizes high-value customers based on their identity for priority customer service. Simultaneously, it integrates multiple factors such as event and time to accurately quantify the urgency of customer needs. Based on this quantified urgency, different call-in strategies are generated. This multi-dimensional differentiated processing not only generates different call-in strategies for different customers but also ensures that low-priority customers are prioritized even when their needs are highly urgent, thereby reducing call drop rates. Furthermore, this invention matches different skill groups (i.e., different customer service representatives) based on customer call-in needs and determines the priority of each skill group. Finally, based on the priority of the customer's corresponding skill group and the aforementioned assigned call-in strategies, customer call allocation is implemented, dynamically responding to changes in customer needs. Therefore, this invention provides a customer call allocation method that combines customer identity, event urgency, dynamic score calculation, and skill group priority matching. It is applicable to customer service scenarios across multiple channels, including telephone and online, making it highly suitable for large-scale application and promotion.

[0007] In one possible design, based on the customer's unused ticket time, service order time limit, call frequency, and unresolved complaint forms in the incoming call event information, a dynamic score for the customer's incoming call is determined, including: The urgency score of the ticket is determined based on the unused ticket time. Based on the service order time limit, a service order score is determined, and a complaint score is derived based on unresolved complaint cases; The urgency score of the incoming call event is determined using the frequency of incoming calls. The customer's identity is determined based on the customer's incoming call number; The incoming call dynamic score is calculated using the ticket urgency score, the service order score, the complaint score, the call event urgency score, and the customer identity.

[0008] In one possible design, the customer's inbound strategy is determined based on the dynamic score of the incoming call, including: Obtain the busy-hour valve status of the incoming line distribution system, wherein the busy-hour valve status is used to characterize whether the busy-hour control strategy is activated in the incoming line distribution system; If the busy valve is in the open state, then determine whether the dynamic score of the incoming line is greater than the preset score; If so, the incoming line strategy is generated as a manual queue transfer strategy; otherwise, the incoming line strategy is generated as an intelligent navigation strategy.

[0009] In one possible design, customer call allocation is performed using the call-in strategy and the priority of the customer's corresponding skill group, including: If the incoming call strategy is to transfer the call to a human agent queue, then the incoming customer call will be transferred to the human agent queue, resulting in an initial sorted human agent queue. Obtain the skill groups corresponding to all sorted customers in the initial sorting queue; According to the priority of the skill group from high to low, the customers in the initial sorting queue are sorted to obtain the sorting queue. Then, according to the sorting order in the sorting queue, the human service of each sorted customer is connected to complete the customer's call assignment.

[0010] In one possible design, customer call allocation is performed using the call-in strategy and the priority of the customer's corresponding skill group, including: If the incoming call strategy is an intelligent navigation strategy, then the customer's incoming call will be transferred to the intelligent navigation voice service; Monitor the interaction results between customers and the intelligent navigation voice service, and determine the number of times manual service requests are made based on the interaction results; Determine whether the number of manual service requests exceeds a preset number; If so, the customer's incoming call will be transferred to a human queue.

[0011] In one possible design, if the busy-time valve is in a closed state, then the incoming line strategy is generated as a manual queue transfer strategy.

[0012] In one possible design, the busy-time valve status of the incoming line distribution system is obtained, including: The system receives valve status interaction information sent by the front end of the incoming line distribution system. The valve status interaction information includes busy valve opening or closing information. The busy valve opening or closing information is generated by the front end of the incoming line distribution system by obtaining the call connection load and calling the Radio button to switch the busy valve on and off when the call connection load is greater than the load threshold. Based on the front-end valve status interaction information, the busy-hour control strategy is turned on or off, so as to obtain the busy-hour valve status after the busy-hour control strategy is turned on or off.

[0013] In one possible design, the skill group is associated with a configuration management page, wherein the configuration management page is configured with a skill group priority editing interface.

[0014] Secondly, a multi-dimensional hierarchical scheduling and priority-based intelligent route allocation system is provided, including: The customer identity and event layering module is used to obtain the customer's incoming call number and determine whether the customer belongs to a designated customer based on the customer's incoming call number. The customer identity and event layering module is used to transfer customer calls to the dedicated skill group customer service corresponding to the designated customer when the customer belongs to the designated customer, and to query the customer's call event information when the customer does not belong to the designated customer. The call event information includes the customer's unused ticket time, service order time limit, call frequency, unresolved complaint form and customer call request. The customer identity and event stratification module is also used to determine the customer's dynamic call score based on the customer's unused ticket time, service order time limit, call frequency and unresolved complaint form in the incoming call event information. The skill group dynamic priority module is used to determine the customer's inbound strategy based on the dynamic score of the inbound call, and to determine the corresponding skill group for the customer according to the customer's inbound call needs. Different dynamic scores of the inbound call correspond to different inbound strategies, and different skill groups correspond to different types of inbound call needs. The skill group dynamic priority module is also used to determine the priority of the skill group corresponding to the customer, and to allocate customer calls using the call-in strategy and the priority of the skill group corresponding to the customer.

[0015] Thirdly, a line intelligent allocation device based on multi-dimensional hierarchical scheduling and priority is provided. Taking the device as an electronic device as an example, it includes a memory, a processor and a transceiver that are connected in sequence. The memory is used to store computer programs, the transceiver is used to send and receive messages, and the processor is used to read the computer programs and execute the line intelligent allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect or any possible design of the first aspect.

[0016] Fourthly, a storage medium is provided, on which instructions are stored, which, when executed on a computer, perform the intelligent line allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect or any possible design in the first aspect.

[0017] Fifthly, a computer program product containing instructions is provided, which, when executed on a computer, causes the computer to perform the intelligent route allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect or any possible design of the first aspect.

[0018] Beneficial effects: (1) This invention prioritizes customer service for high-value customers based on their identity. At the same time, it integrates multiple factors such as events and time to accurately quantify the urgency of customer needs. Based on the quantified urgency of customer needs, different call-in strategies are generated. In this way, the aforementioned multi-dimensional differentiated processing can not only generate different call-in strategies for different customers, but also allow low-priority customers to be prioritized when their needs are urgent, thereby reducing call loss rate. In addition, this invention matches different skill groups (i.e., different customer service representatives) based on customer call-in needs and determines the priority of the corresponding skill groups. Finally, based on the priority of the customer's corresponding skill group and the aforementioned assigned call-in strategies, customer call-in allocation can be realized, thereby dynamically responding to changes in customer needs. Thus, this invention provides a customer call-in allocation method that combines customer identity, event urgency, dynamic score calculation, and skill group priority matching. It is applicable to customer service scenarios in multiple channels such as telephone and online, and is therefore very suitable for large-scale application and promotion.

[0019] (2) The present invention has a flexible resource management mechanism, that is, the busy time management strategy is turned on or off by the busy time valve switch, thereby dynamically adjusting the resource allocation strategy, so as to balance efficiency and experience.

[0020] (3) The present invention uses a dual priority matching algorithm to allocate incoming calls, that is, the dynamic score of customer incoming calls and the priority of skill groups are used for collaborative decision-making, which can improve the utilization rate of customer service. Attached Figure Description

[0021] Figure 1A flowchart illustrating the steps of the intelligent route allocation method based on multi-dimensional hierarchical scheduling and priority provided in an embodiment of the present invention; Figure 2 The structural diagram of the intelligent route allocation system based on multi-dimensional hierarchical scheduling and priority provided in the embodiments of the present invention; Figure 3 This is a schematic diagram of the structure of an electronic device provided in an embodiment of the present invention. Detailed Implementation

[0022] To more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the present invention will be briefly introduced below in conjunction with the accompanying drawings and descriptions of the embodiments or the prior art. Obviously, the following description of the structure of the accompanying drawings is only some embodiments of the present invention. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort. It should be noted that the description of these embodiments is for the purpose of helping to understand the present invention, but does not constitute a limitation of the present invention.

[0023] It should be understood that although the terms first, second, etc., may be used herein to describe various units, these units should not be limited by these terms. These terms are only used to distinguish one unit from another. For example, a first unit may be referred to as a second unit, and similarly, a second unit may be referred to as a first unit, without departing from the scope of the exemplary embodiments of the invention.

[0024] It should be understood that the term "and / or" that may appear in this document is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can mean: A exists alone, B exists alone, and A and B exist simultaneously. The term " / and" that may appear in this document describes another relationship between related objects, indicating that two relationships can exist. For example, A / and B can mean: A exists alone, and A and B exist alone. In addition, the character " / " that may appear in this document generally indicates that the related objects before and after it are in an "or" relationship.

[0025] Example: See Figure 1As shown, the intelligent call allocation method based on multi-dimensional hierarchical scheduling and priority provided in this embodiment intelligently allocates customer calls by introducing dynamic score calculation, busy-hour valve control, hierarchical scheduling strategy, and dynamic configuration of skill group priorities. Thus, this method achieves differentiated call allocation, reduces call loss rate, and can dynamically adapt to changes in customer needs, thereby significantly improving allocation efficiency and customer satisfaction. Therefore, it is applicable to customer service scenarios across multiple channels such as telephone and online, making it highly suitable for large-scale application and promotion. For example, this method can, but is not limited to, run on the call allocation engine side of the call allocation system. Optionally, the call allocation engine can, but is not limited to, a personal computer (PC) or a server. It is understood that the aforementioned execution entity does not constitute a limitation on the embodiments of this application. Accordingly, the operation steps of this method can, but are not limited to, the steps S1 to S5 below.

[0026] S1. Obtain the customer's incoming call number and determine whether the customer belongs to the designated customer based on the customer's incoming call number. In this embodiment, the customer's identity can be determined based on the customer's incoming call number. Then, based on the customer's identity, a search and match is performed in the pre-stored list of designated customers to determine whether the customer is a designated customer. Among them, designated customers are high-value customers, which correspond to customers whose membership level is greater than or equal to a preset level, such as customers of level three (corresponding to platinum card members) and above, who will be included in the list of designated customers. Of course, the customer type corresponding to the aforementioned list of designated customers can be specifically set according to actual use, and this embodiment is not limited to the aforementioned example.

[0027] Furthermore, when a customer belongs to a designated customer group, the call is directly transferred to the dedicated skill group customer service to provide one-on-one customer service. Conversely, if the customer does not belong to a designated customer group, the call will be stratified to measure the urgency of the customer's needs and then different call handling strategies will be matched according to the urgency of the needs. The aforementioned different call handling processes may be, but are not limited to, the steps shown in step S2 below.

[0028] S2. If yes, the customer's call will be transferred to the dedicated skills group customer service corresponding to the specified customer; otherwise, the customer's call event information will be queried. The call event information includes the customer's unused ticket time, service order time limit, call frequency, unresolved complaint form, and customer's call request. In specific implementation, when the customer's call is transferred to the dedicated skills group customer service, one-on-one dedicated service for high-value customers can be achieved.

[0029] Meanwhile, when the customer is not a designated customer, the corresponding incoming call event information is obtained. Taking civil aviation customer service as an example, the aforementioned incoming call event information is explained. Specifically, the aforementioned unused ticket time refers to the time period from successful ticket purchase to flight departure. The service order time limit is the time limit of the incoming call service. The call frequency refers to the frequency of incoming calls. The customer's incoming call request is the type of transaction selected by the user on the call interface when making an incoming call. For example, selecting number 1 indicates ticket cancellation, selecting number 2 indicates ticket rescheduling, etc. Of course, the above example is only an illustration, and this embodiment is not limited to this.

[0030] After retrieving the customer's incoming call event information, the urgency of the customer's needs can be measured based on this (i.e., the incoming call dynamic score below), as shown in step S3 below.

[0031] S3. Based on the customer's unused ticket time, service order time limit, call frequency, and unresolved complaint form in the incoming call event information, determine the customer's dynamic incoming call score; in specific implementation, for example, but not limited to, the following steps S31 to S35 can be used to measure the urgency of the customer's needs.

[0032] S31. Determine the ticket urgency score based on the unused ticket time. In this embodiment, the remaining flight time can be determined based on the unused ticket time and the current arrival time, and then the ticket urgency score can be derived based on the remaining flight time. Specifically, a mapping table between remaining flight time and ticket urgency can be set up, that is, the table stores the ticket urgency scores corresponding to different remaining flight times, and the shorter the remaining flight time, the higher the ticket urgency score; at the same time, the ticket urgency score is less than or equal to 10.

[0033] After obtaining the urgency score of the ticket, the service order score and complaint score can be determined, as shown in step S32 below.

[0034] S32. Based on the service order time limit, determine the service order score and the complaint score based on the unresolved complaint. In this embodiment, the process of obtaining the service order score is the same as the process of obtaining the ticket urgency score, that is: first, determine the remaining processing time of the order based on the service order time limit, and then obtain the service order score based on the remaining processing time of the order.

[0035] Furthermore, when there are unresolved complaint orders in the customer's incoming call event information, the complaint score is a preset value; otherwise, it is 0. Of course, both the complaint score and the service order score are less than or equal to 10. After obtaining the service order score and the complaint score, the urgency of the incoming call can be measured, and the process is shown in step S33 below.

[0036] S33. Using the call frequency, determine the call event urgency score. In this embodiment, the higher the call frequency, the greater the call event urgency. However, when the call frequency exceeds the frequency threshold, the call can be considered a nuisance call, and the corresponding call event urgency decreases as the call frequency increases. A corresponding call frequency and call event urgency mapping table can also be set up, and the call event urgency score can be obtained by looking up the table. Then, based on the customer's identity and in combination with the aforementioned ticket urgency score, service order score, complaint score, and call event urgency score, the urgency of customer needs can be measured. The process is shown in steps S34 and S35 below.

[0037] S34. Determine the customer's identity based on the customer's incoming line number.

[0038] S35. Calculate the incoming call dynamic score using the ticket urgency score, service order score, complaint score, call event urgency score, and customer identity. In this embodiment, first, the maximum value is selected from the customer urgency score, service order score, complaint score, and call event urgency score. Then, the customer value mapping score corresponding to the customer identity is retrieved from the customer identity and added value mapping table (which stores customer value mapping scores corresponding to different customer identities). Finally, the maximum value and the customer value mapping score are summed to obtain the incoming call dynamic score.

[0039] After measuring the urgency of customer needs through the aforementioned steps S31 to S35, the customer's call-in strategy can be determined based on this, and the corresponding skill set can be matched according to the customer's call-in needs, as shown in step S4 below.

[0040] S4. Based on the dynamic score of the incoming call, determine the customer's incoming call strategy and determine the customer's corresponding skill group according to the customer's incoming call needs. Different dynamic scores of the incoming call correspond to different incoming call strategies, and different skill groups correspond to different types of incoming call needs. In this embodiment, the dynamic score of the incoming call is 0-10 points, and a score greater than 10 points is taken as 10 points. This determines the customer's incoming call strategy, such as direct access to human operator or intelligent navigation. The incoming call strategy matching process is shown in steps S41 to S43 below.

[0041] S41. Obtain the busy-hour valve status of the incoming line distribution system, wherein the busy-hour valve status is used to characterize whether the busy-hour control strategy is enabled by the incoming line distribution system.

[0042] This embodiment introduces a busy-hour management strategy when generating the incoming line strategy to dynamically adjust the resource allocation strategy and balance efficiency and user experience. Specifically, the process of obtaining the busy-hour valve status of the incoming line allocation system is as follows: receiving valve status interaction information sent by the front end of the incoming line allocation system (wherein, the valve status interaction information includes busy-hour valve opening or closing information, which is generated by the front end of the incoming line allocation system by obtaining the call connection load and calling the Radio button to switch the busy-hour valve on / off when the call connection load is greater than the load threshold); then, based on the front end valve status interaction information, the busy-hour management strategy can be turned on or off to obtain the busy-hour valve status after turning on or off the busy-hour management strategy.

[0043] The configuration process of the aforementioned busy valve status is as follows: (1) Front-end interaction: The front-end switches the switch status through call load and by using the Radio button; (2) Back-end processing: The API is called to update the database and the operation log is recorded; (3) Activation logic: The valve status is synchronized to the allocation engine of the incoming line allocation system in real time, thereby opening or closing the busy valve policy, which in turn affects the routing policy for low-scoring customers.

[0044] After obtaining the busy valve status, different incoming line strategies can be generated based on the busy valve status, as shown in steps S42 and S43 below.

[0045] S42. If the busy valve is in the open state, determine whether the incoming line dynamic score is greater than the preset score. In this embodiment, the preset score can be set according to actual use, such as 8. When the busy valve is open and the incoming line dynamic score is greater than the preset score, the call is directly transferred to manual service. Otherwise, the intelligent navigation service is entered. The process is shown in step S43 below.

[0046] S43. If yes, then the incoming line strategy is generated as the manual queue strategy; otherwise, the incoming line strategy is generated as the intelligent navigation strategy. In specific implementation, if the aforementioned busy valve state is closed, then the incoming line strategy is directly generated as the manual queue strategy, that is, directly entering the manual queue for sorting and waiting.

[0047] After generating the call-in strategy based on the busy valve status and customer urgency through the aforementioned steps S41 to S43, skill groups can be matched according to customer call-in needs. Different needs require transfer to different customer service representatives. For example, domestic flight changes and domestic flight sales require corresponding skill groups. Skill groups are bound to customer service representatives, and different skill groups are pre-set with different priorities. This is equivalent to prioritizing the needs. Then, the final allocation of customer calls can be made by combining the priority of the customer's corresponding skill group and the call-in strategy. The process is shown in step S5 below.

[0048] S5. Determine the priority of the skill group corresponding to the customer, and use the incoming call strategy and the priority of the skill group corresponding to the customer to allocate customer incoming calls; In this embodiment, the priority of different skill groups is preset, and the configuration of their priorities will be explained below; At the same time, the aforementioned customer incoming call allocation process is illustrated in steps S51 to S57 below.

[0049] In this embodiment, if the incoming line strategy is a manual queue strategy, the customer incoming line allocation process is as shown in steps S51 to S53 below.

[0050] S51. Transfer the customer's incoming call to the manual queue to obtain the initial sorted manual queue.

[0051] S52. Obtain the skill groups corresponding to all sorted customers in the initial sorting queue; In this embodiment, if the current customer is customer A, and the original sorted customers in the manual queue are customers B and C, add them to the manual queue, and the initial sorting queue will be customers B, C and A; At this time, it is necessary to obtain the skill groups of customers B, C and A, and re-sort them according to priority, as shown in step S53 below.

[0052] S53. Sort each sorted customer in the initial sorting queue according to the priority of the skill group from high to low to obtain a sorting queue, and connect each sorted customer to the human service according to the sorting order in the sorting queue to complete the on-line allocation for the customer.

[0053] In this embodiment, assuming that customer B's skill group corresponds to the demand type of domestic sales, customer C's skill group corresponds to the demand type of domestic flight ticket changes, and customer A's skill group also corresponds to the demand type of domestic flight ticket changes, then customers A and C need to be ranked before customer B. At the same time, since customers A and C have the same demand, they can be ranked according to their dynamic scores. For example, if customer A's score is 9 points and customer C's score is 8.5 points, then the final manual queue will be A, C, and B. Of course, the above example is just an example, and this embodiment is not limited to this.

[0054] By following the steps S51 to S53 described above, customer line allocation based on the manual queue strategy can be completed.

[0055] Similarly, if the incoming line strategy is an intelligent navigation strategy, then the following steps S54 to S57 are used to complete the customer incoming line allocation.

[0056] S54. Transfer the customer's incoming call to the intelligent navigation voice service.

[0057] S55. Monitor the interaction results between the customer and the intelligent navigation voice service, and determine the number of times manual service is requested based on the interaction results; in this embodiment, the interaction results are obtained by monitoring the number keys selected by the customer on the dialing interface of their own communication tool during the intelligent navigation voice service process, and determining the corresponding number of times manual service is requested based on the interaction results.

[0058] After obtaining the number of manual service requests, it can be determined whether the number exceeds the preset number. If it exceeds the preset number, the request is transferred to the manual queue. The process is shown in steps S56 and S57 below.

[0059] S56. Determine whether the number of manual service requests exceeds a preset number; in this embodiment, the preset number is 3, that is, when the number of manual service requests exceeds 3, manual transfer is performed, and the process is shown in step S57 below.

[0060] S57. If so, the customer's incoming call is transferred to the human queue. In this embodiment, after being transferred to the human queue, the incoming call allocation process can be referred to the aforementioned steps S51 to S53, and will not be repeated here. At the same time, when the number of times a human requests service is less than or equal to the preset number, the intelligent navigation voice service continues.

[0061] The aforementioned incoming line allocation can be summarized as follows: a score greater than 8 points: transfer to the human queue, sorted by skill group priority; a score less than or equal to 8 points: guide to intelligent navigation; if there are 3 requests to transfer to human, then allow passage.

[0062] Through the aforementioned steps S51 to S57, customer call allocation can be achieved based on the priority of the customer's corresponding skill group and the aforementioned call allocation strategy, thereby dynamically responding to changes in customer needs.

[0063] Furthermore, in this embodiment, the aforementioned skill group is associated with a configuration management page, wherein the configuration management page is configured with a skill group priority editing interface; thus, priority configurations for different skill groups can be performed according to the skill group priority editing interface; furthermore, administrators can edit skill group categories and priorities on the configuration management page, and the configuration management interface supports batch application of priority configurations to multiple agents (i.e., binding multiple customer service representatives) to improve maintenance efficiency.

[0064] In addition, this embodiment can also perform operation log tracking, that is, record switching operations, rule modifications and other behaviors to support auditing and backtracking.

[0065] Therefore, through the intelligent call allocation method based on multi-dimensional hierarchical scheduling and priority described in detail in steps S1 to S5 above, this invention intelligently allocates customer calls by introducing dynamic score calculation, busy-hour valve control, hierarchical scheduling strategy, and dynamic configuration of skill group priorities. In this way, this method achieves differentiated call allocation, reduces call loss rate, and can dynamically adapt to changes in customer needs, thereby significantly improving allocation efficiency and customer satisfaction. Therefore, it is applicable to customer service scenarios in multiple channels such as telephone and online, and is therefore very suitable for large-scale application and promotion.

[0066] like Figure 2 As shown, the second aspect of this embodiment provides a hardware system for implementing the intelligent arrival allocation method based on multi-dimensional hierarchical scheduling and priority described in the first aspect of the embodiment, comprising: The customer identity and event layering module is used to obtain the customer's incoming call number and determine whether the customer belongs to a designated customer based on the customer's incoming call number.

[0067] The customer identity and event stratification module is used to transfer customer calls to the dedicated skill group customer service corresponding to the designated customer when the customer belongs to a designated customer, and to query the customer's call event information when the customer does not belong to a designated customer. The call event information includes the customer's unused ticket time, service order time limit, call frequency, unresolved complaint form and customer call request.

[0068] The customer identity and event stratification module is also used to determine the customer's dynamic call score based on the customer's unused ticket time, service order time limit, call frequency, and unresolved complaint form in the incoming call event information.

[0069] The skill group dynamic priority module is used to determine the customer's inbound strategy based on the dynamic score of the inbound call, and to determine the corresponding skill group for the customer according to the customer's inbound call needs. Different dynamic scores of the inbound call correspond to different inbound strategies, and different skill groups correspond to different types of inbound call needs.

[0070] The skill group dynamic priority module is also used to determine the priority of the skill group corresponding to the customer, and to allocate customer calls using the call-in strategy and the priority of the skill group corresponding to the customer.

[0071] In addition, in this embodiment, the system is also equipped with an operation log tracking module to record actions such as switching operations and rule modifications; thus, auditing and backtracking can be supported.

[0072] The working process, working details and technical effects of the system provided in this embodiment can be found in the first aspect of the embodiment, and will not be repeated here.

[0073] like Figure 3 As shown, the third aspect of this embodiment provides an intelligent incoming line allocation device based on multi-dimensional hierarchical scheduling and priority. Taking the device as an electronic device as an example, it includes: a memory, a processor, and a transceiver that are connected in sequence. The memory is used to store a computer program, the transceiver is used to send and receive messages, and the processor is used to read the computer program and execute the intelligent incoming line allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect of the embodiment.

[0074] For specific examples, the memory may include, but is not limited to, random access memory (RAM), read-only memory (ROM), flash memory, first-in-first-out (FIFO) memory, and / or first-in-last-out (FILO) memory, etc.; specifically, the processor may include one or more processing cores, such as a 4-core processor, an 8-core processor, etc. The processor may be implemented using at least one hardware form of DSP (Digital Signal Processing), FPGA (Field-Programmable Gate Array), PLA (Programmable Logic Array). The processor may also include a main processor and a coprocessor. The main processor, also known as the CPU (Central Processing Unit), is used to process data in the wake-up state; the coprocessor is a low-power processor used to process data in the standby state.

[0075] In some embodiments, the processor may integrate a GPU (Graphics Processing Unit), which is responsible for rendering and drawing the content to be displayed on the screen. For example, the processor may not be limited to microprocessors of the STM32F105 series, reduced instruction set computer (RISC) microprocessors, x86 architecture processors, or processors with integrated neural network processing units (NPUs). The transceiver may be, but is not limited to, a Wi-Fi transceiver, a Bluetooth transceiver, a General Packet Radio Service (GPRS) transceiver, a ZigBee (a low-power LAN protocol based on the IEEE 802.15.4 standard) transceiver, a 3G transceiver, a 4G transceiver, and / or a 5G transceiver. Furthermore, the device may also include, but is not limited to, a power module, a display screen, and other necessary components.

[0076] The working process, working details and technical effects of the electronic device provided in this embodiment can be found in the first aspect of the embodiment, and will not be repeated here.

[0077] The fourth aspect of this embodiment provides a storage medium for storing instructions containing the intelligent incoming line allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect of the embodiment. That is, the storage medium stores instructions, and when the instructions are run on a computer, the intelligent incoming line allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect of the embodiment is executed.

[0078] The storage medium refers to a carrier for storing data, which may include, but is not limited to, floppy disks, optical disks, hard disks, flash memory, USB flash drives, and / or memory sticks. The computer may be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices.

[0079] The working process, working details and technical effects of the storage medium provided in this embodiment can be found in the first aspect of the embodiment, and will not be repeated here.

[0080] The fifth aspect of this embodiment provides a computer program product containing instructions that, when executed on a computer, cause the computer to perform the intelligent route allocation method based on multi-dimensional hierarchical scheduling and priority as described in the first aspect of the embodiment, wherein the computer may be a general-purpose computer, a special-purpose computer, a computer network, or other programmable device.

[0081] Finally, it should be noted that the above description is merely a preferred embodiment of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of the present invention should be included within the scope of protection of the present invention.

Claims

1. A method for intelligent allocation of incoming lines based on multi-dimensional hierarchical scheduling and priority, characterized in that, include: Obtain the customer's incoming call number, and determine whether the customer belongs to the designated customer based on the customer's incoming call number; If so, the customer call will be transferred to the dedicated skill group customer service corresponding to the specified customer; otherwise, the customer's call event information will be queried, wherein the call event information includes the customer's unused ticket time, service order time limit, call frequency, unresolved complaint form and customer call request. Based on the customer's unused ticket time, service order time limit, call frequency, and unresolved complaint form in the incoming call event information, the customer's dynamic incoming call score is determined. Based on the dynamic score of incoming calls, the incoming call strategy for customers is determined, and the corresponding skill group for customers is determined according to their incoming call needs. Different dynamic scores of incoming calls correspond to different incoming call strategies, and different skill groups correspond to different types of incoming call needs. The priority of the skill group corresponding to the customer is determined, and the customer call is allocated using the call-in strategy and the priority of the skill group corresponding to the customer.

2. The method according to claim 1, characterized in that, Based on the customer's unused ticket time, service order time limit, call frequency, and unresolved complaint forms in the incoming call event information, the customer's dynamic incoming call score is determined, including: The urgency score of the ticket is determined based on the unused ticket time. Based on the service order time limit, a service order score is determined, and a complaint score is derived based on unresolved complaint cases; The urgency score of the incoming call event is determined using the frequency of incoming calls. The customer's identity is determined based on the customer's incoming call number; The incoming call dynamic score is calculated using the ticket urgency score, the service order score, the complaint score, the call event urgency score, and the customer identity.

3. The method according to claim 1, characterized in that, Based on the dynamic score of incoming calls, the customer's incoming call strategy is determined, including: Obtain the busy-hour valve status of the incoming line distribution system, wherein the busy-hour valve status is used to characterize whether the busy-hour control strategy is activated in the incoming line distribution system; If the busy valve is in the open state, then determine whether the dynamic score of the incoming line is greater than the preset score; If so, the incoming line strategy is generated as a manual queue transfer strategy; otherwise, the incoming line strategy is generated as an intelligent navigation strategy.

4. The method according to claim 3, characterized in that, Customer call allocation is performed using the call-in strategy and the priority of the customer's corresponding skill group, including: If the incoming call strategy is to transfer the call to a human agent queue, then the incoming customer call will be transferred to the human agent queue, resulting in an initial sorted human agent queue. Obtain the skill groups corresponding to all sorted customers in the initial sorting queue; According to the priority of the skill group from high to low, the customers in the initial sorting queue are sorted to obtain the sorting queue. Then, according to the sorting order in the sorting queue, the human service of each sorted customer is connected to complete the customer's call assignment.

5. The method according to claim 3, characterized in that, Customer call allocation is performed using the call-in strategy and the priority of the customer's corresponding skill group, including: If the incoming call strategy is an intelligent navigation strategy, then the customer's incoming call will be transferred to the intelligent navigation voice service; Monitor the interaction results between customers and the intelligent navigation voice service, and determine the number of times manual service requests are made based on the interaction results; Determine whether the number of manual service requests exceeds a preset number; If so, the customer's incoming call will be transferred to a human queue.

6. The method according to claim 3, characterized in that, If the busy valve is in a closed state, then the incoming line strategy is generated as a manual queue transfer strategy.

7. The method according to claim 3, characterized in that, Obtain the busy-time valve status of the incoming line distribution system, including: The system receives valve status interaction information sent by the front end of the incoming line distribution system. The valve status interaction information includes busy valve opening or closing information. The busy valve opening or closing information is generated by the front end of the incoming line distribution system by obtaining the call connection load and calling the Radio button to switch the busy valve on and off when the call connection load is greater than the load threshold. Based on the front-end valve status interaction information, the busy-hour control strategy is turned on or off, so as to obtain the busy-hour valve status after the busy-hour control strategy is turned on or off.

8. The method according to claim 1, characterized in that, The skill group is associated with a configuration management page, which has a skill group priority editing interface.

9. A line-of-origin intelligent allocation system based on multi-dimensional hierarchical scheduling and priority, characterized in that, include: The customer identity and event layering module is used to obtain the customer's incoming call number and determine whether the customer belongs to a designated customer based on the customer's incoming call number. The customer identity and event layering module is used to transfer customer calls to the dedicated skill group customer service corresponding to the designated customer when the customer belongs to the designated customer, and to query the customer's call event information when the customer does not belong to the designated customer. The call event information includes the customer's unused ticket time, service order time limit, call frequency, unresolved complaint form and customer call request. The customer identity and event stratification module is also used to determine the customer's dynamic call score based on the customer's unused ticket time, service order time limit, call frequency and unresolved complaint form in the incoming call event information. The skill group dynamic priority module is used to determine the customer's inbound strategy based on the dynamic score of the inbound call, and to determine the corresponding skill group for the customer according to the customer's inbound call needs. Different dynamic scores of the inbound call correspond to different inbound strategies, and different skill groups correspond to different types of inbound call needs. The skill group dynamic priority module is also used to determine the priority of the skill group corresponding to the customer, and to allocate customer calls using the call-in strategy and the priority of the skill group corresponding to the customer.

10. An electronic device, characterized in that, include: A memory, a processor, and a transceiver are sequentially connected in communication, wherein the memory is used to store computer programs, the transceiver is used to send and receive messages, and the processor is used to read the computer programs and execute the intelligent line allocation method based on multi-dimensional hierarchical scheduling and priority as described in any one of claims 1 to 8.

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