Business processing method, apparatus, device, medium, and program product

Abstract

The present disclosure provides a business processing method, device, equipment, medium and program product, relating to the technical field of computer, which comprises: in response to customer service incoming line, obtaining business data, the business data at least includes one of the following: total business reception amount, total queue amount, total message amount, online customer service number, judging whether the business data meets the preset deployment rule, if yes, determining the adjustment range of the business reception amount of each customer service, and adjusting the upper limit value of the business reception amount of the corresponding customer service according to the adjustment range. Through the above manner, the business data is automatically monitored, and the condition of meeting the regulation of the upper limit value of the business reception amount of the customer service is judged, the business reception amount of the customer service is adjusted, and the problem that the business change condition cannot be automatically monitored and the business reception amount of the customer service cannot be regulated is solved.

Description

Technical Field

[0001] This disclosure relates to the field of computer technology, and in particular to a business processing method, apparatus, device, medium, and program product. Background Technology

[0002] With the development of internet technology, human online customer service scenarios are widespread in various industries, where customer service representatives take in user calls and resolve user issues.

[0003] In related technologies, the maximum capacity for customer service is configured by operations personnel. During mall events or major promotional periods, the operations personnel configure the maximum capacity based on the total business volume and the capacity of different human online customer service representatives. However, manual configuration is inefficient, requires a high level of expertise from operations personnel, has a high error rate, and cannot automatically monitor changes in business conditions or adjust the capacity of customer service representatives.

[0004] It should be noted that the information disclosed in the background section above is only used to enhance the understanding of the background of this disclosure, and therefore may include information that does not constitute prior art known to those skilled in the art. Summary of the Invention

[0005] The purpose of this disclosure is to provide a business processing method, apparatus, equipment, medium, and program product that at least partially solves the problems of poor efficiency of manual configuration, high professional requirements for operators, high error rate, and inability to automatically monitor business changes and regulate customer service volume in the prior art.

[0006] Other features and advantages of this disclosure will become apparent from the following detailed description, or may be learned in part by practice of this disclosure.

[0007] According to a first aspect of this disclosure, a business processing method is provided, the method comprising:

[0008] In response to customer service inquiries, obtain business data; business data should include at least one of the following: total number of inquiries, total number of queues, total number of messages, number of online customer service representatives, and user satisfaction rate for each customer service representative;

[0009] Determine whether the business data meets the preset allocation rules;

[0010] If so, then determine the adjustment range for the workload of each customer service representative;

[0011] Adjust the corresponding maximum service volume limit for customer service staff based on the adjustment range.

[0012] In one possible embodiment, the preset allocation rules include a first preset rule;

[0013] The method also includes:

[0014] Determine whether the business parameters meet the first preset allocation rule; the first preset allocation rule includes at least one of the following: total reception volume is greater than the first preset value, total queue volume is greater than the second preset value, total message volume is greater than the third preset value, number of online customer service representatives is less than the fourth preset value, and user satisfaction of each customer service representative is greater than the fifth preset value.

[0015] If so, then determine the increase in the workload for each customer service representative;

[0016] Based on the increase, the corresponding upper limit of customer service volume will be adjusted.

[0017] In one possible embodiment, determining the increase in the volume of business handled by each customer service representative includes:

[0018] Obtain the correlation between the historical satisfaction rate and the historical maximum number of customers served for each customer service representative; the correlation is that as the historical maximum number of customers served increases, historical satisfaction rate decreases.

[0019] In each relationship, determine the first inflection point value; the first inflection point value indicates that when the historical upper limit of reception volume is greater than the first inflection point value, the historical satisfaction level is less than the lowest satisfaction level.

[0020] The increase in each customer service representative is determined based on the first inflection point value in each relationship.

[0021] In one possible embodiment, the preset allocation rule includes a second preset rule;

[0022] The method also includes:

[0023] Determine whether the business parameters meet the second preset allocation rule; the second preset allocation rule includes at least one of the following: total reception volume is less than the sixth preset value, total queue volume is less than the seventh preset value, total message volume is less than the eighth preset value, number of online customer service representatives is greater than the ninth preset value, and user satisfaction of each customer service representative is less than the tenth preset value.

[0024] If so, then determine the reduction in the workload for each customer service representative;

[0025] Based on the reduction, the corresponding upper limit of customer service volume will be adjusted.

[0026] In one possible embodiment, determining the reduction in the number of customer service representatives handled includes:

[0027] Obtain the correlation between the historical satisfaction rate and the historical maximum number of customers served for each customer service representative; the correlation is that as the historical maximum number of customers served increases, historical satisfaction rate decreases.

[0028] In each relationship, determine the second inflection point value; the second inflection point value represents the upper limit of the historical reception volume when the historical satisfaction level is at its maximum.

[0029] The reduction rate for each customer service representative is determined based on the second inflection point value in each relationship.

[0030] In one possible embodiment, determining the reduction in the number of customer service representatives handled includes:

[0031] For any customer service representative, obtain the first and second maximum service volume limits for that representative; where the first maximum service volume limit is the current maximum service volume limit, and the second maximum service volume limit is the maximum service volume limit before the previous preset adjustment frequency interval.

[0032] If the upper limit of the first service volume is greater than the upper limit of the second service volume, the difference between the upper limit of the first service volume and the upper limit of the second service volume will be used as the reduction range for any customer service representative to determine the reduction range of service volume for each customer service representative.

[0033] In one possible embodiment, determining whether the business data meets the preset allocation rules includes:

[0034] For each customer service representative, the system adjusts the frequency according to the preset settings and determines whether the business data meets the preset allocation rules.

[0035] In one possible embodiment, determining the adjustment range for the service volume of each customer service representative to be adjusted includes:

[0036] For any given customer service representative, determine the adjustment range based on their service volume and data.

[0037] The maximum service volume for any customer service representative will be adjusted based on the adjustment range.

[0038] According to another aspect of this disclosure, a business processing apparatus is provided, comprising:

[0039] The acquisition unit is used to acquire business data in response to customer service calls; the business data includes at least one of the following: total number of business handled, total number of queued customers, total number of messages, and number of online customer service representatives.

[0040] The judgment unit is used to determine whether the business data meets the preset allocation rules;

[0041] The unit is defined to determine the adjustment range of the business reception volume for each customer service representative if the condition is met.

[0042] The adjustment unit is used to adjust the upper limit of the corresponding customer service's business reception capacity according to the adjustment range.

[0043] According to another aspect of this disclosure, an electronic device is provided, comprising: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to perform the method of any one of the first aspects by executing the executable instructions.

[0044] According to another aspect of this disclosure, a computer-readable storage medium is provided having a computer program stored thereon, which, when executed by a processor, implements the method of any one of the first aspects.

[0045] According to another aspect of this disclosure, a computer program product or computer program is also provided, comprising computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the method described in the first aspect above.

[0046] This disclosure provides a business processing method, apparatus, device, medium, and program product, relating to the field of computer technology. The method includes: in response to a customer service call, acquiring business data, which includes at least one of the following: total service volume, total queue volume, total message volume, and number of online customer service representatives; determining whether the business data meets preset allocation rules; if so, determining the adjustment range for the service volume of each customer service representative; and adjusting the upper limit of the service volume for the corresponding customer service representative based on the adjustment range. Through this method, business data is automatically monitored, and it is determined whether the upper limit of the customer service service volume is met, thereby adjusting the service volume of customer service representatives and solving the problem of not being able to automatically monitor changes in business and adjust the service volume of customer service representatives.

[0047] It should be understood that the above general description and the following detailed description are exemplary and explanatory only, and are not intended to limit this disclosure. Attached Figure Description

[0048] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this disclosure and, together with the description, serve to explain the principles of this disclosure. It is obvious that the drawings described below are merely some embodiments of this disclosure, and those skilled in the art can obtain other drawings based on these drawings without any inventive effort.

[0049] Figure 1 This diagram illustrates an example of an operator processing business operations according to an embodiment of the present disclosure.

[0050] Figure 2 This diagram illustrates a flowchart of a business processing method according to an embodiment of the present disclosure;

[0051] Figure 3 A schematic diagram of a business processing method according to an embodiment of this disclosure is shown;

[0052] Figure 4 This diagram illustrates a flowchart of determining the adjustment range according to an embodiment of the present disclosure;

[0053] Figure 5 This diagram illustrates a flowchart of determining the increase magnitude in an embodiment of the present disclosure;

[0054] Figure 6 This diagram illustrates a flowchart of determining the reduction magnitude according to an embodiment of the present disclosure;

[0055] Figure 7 This diagram illustrates another flowchart for determining the reduction magnitude in an embodiment of this disclosure;

[0056] Figure 8 A flowchart illustrating another business processing method in an embodiment of this disclosure is shown;

[0057] Figure 9 This diagram illustrates the structure of a service processing apparatus according to an embodiment of the present disclosure.

[0058] Figure 10 A schematic diagram of the structure of an electronic device according to an embodiment of the present disclosure is shown. Detailed Implementation

[0059] Exemplary embodiments will now be described more fully with reference to the accompanying drawings. However, these exemplary embodiments can be implemented in many forms and should not be construed as limited to the examples set forth herein; rather, they are provided so that this disclosure will be more comprehensive and complete, and will fully convey the concept of the exemplary embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.

[0060] Furthermore, the accompanying drawings are merely illustrative of this disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and therefore repeated descriptions of them will be omitted. Some block diagrams shown in the drawings are functional entities and do not necessarily correspond to physically or logically independent entities. These functional entities may be implemented in software, in one or more hardware modules or integrated circuits, or in different network and / or processor devices and / or microcontroller devices.

[0061] With the development of internet technology, human online customer service scenarios are widespread in various industries, where customer service representatives take in user calls and resolve user issues.

[0062] In related technologies, the upper limit of the number of customers served is configured by operations personnel. During mall events or major promotional periods, the operations personnel configure the upper limit based on the total business volume and the service capacity of different human online customer service representatives. However, manual configuration is inefficient, requires a high level of expertise from operations personnel, has a high error rate, and cannot automatically monitor and adjust changes in service volume. Figure 1 This illustrates a diagram of how operators process business operations, such as... Figure 1 As shown in the related technology, operators adjust the upper limit of customer service volume through the customer service manager backend system.

[0063] This disclosure describes the method through the following embodiments.

[0064] Figure 2 A flowchart illustrating a service processing method according to an embodiment of this disclosure is shown. Figure 2 As shown, the steps include:

[0065] S202: In response to customer service inquiries, obtain business data, which shall include at least one of the following: total number of business handled, total number of queued customers, total number of messages received, and number of online customer service representatives.

[0066] In one possible implementation, when each customer service representative comes in, the logic for dynamic capacity planning is triggered, which involves acquiring business data.

[0067] Business data should include at least one of the following: total business volume, total queue volume, total message volume, number of online customer service representatives, and user satisfaction data for each customer service representative, as shown in the overall indicators.

[0068] S204: Determine whether the business data meets the preset allocation rules; if so, execute S206.

[0069] In one possible embodiment, for each customer service representative, the business data is determined to meet the preset allocation rules according to the corresponding preset adjustment frequency.

[0070] Different adjustment frequencies and time intervals can be pre-configured for different customer service needs. Preset adjustment frequencies can be 2 minutes, 4 minutes, etc.

[0071] In one possible embodiment, the preset allocation rules include a first preset allocation rule and a second preset allocation rule. If the first preset allocation rule is met, the upper limit of customer service volume is increased; if the second preset allocation rule is met, the upper limit of customer service volume is decreased. If the preset allocation rules are not met, the process ends.

[0072] S206: Determine the adjustment range for the business handling volume of each customer service representative.

[0073] S208: Adjust the upper limit of the corresponding customer service volume based on the adjustment range.

[0074] In one possible implementation, the customer service manager's backend system is instructed to adjust the limits on the number of customer service representatives that can handle customer service tasks by calling an interface.

[0075] Figure 3 A schematic diagram of a business processing method is shown, such as... Figure 3 As shown, the dynamic capacity allocation system automatically regulates and controls the system, achieving automated monitoring and adjusting the upper limit of the business reception capacity for each customer service representative. It automatically handles sudden traffic surges and situations with high traffic volumes during events, saving costs and reducing manpower, while also providing objective and accurate allocation.

[0076] The above methods can automatically monitor business data and determine whether the upper limit of customer service volume is met, thereby adjusting the customer service volume and solving the problem of not being able to automatically monitor business changes and adjust customer service volume.

[0077] In one possible embodiment, adjusting the upper limit of customer service volume by judging preset allocation rules may include: judging whether the business parameters meet the first preset allocation rules; the first preset allocation rules include at least one of the following: the total number of customers served is greater than a first preset value, the total number of customers in queues is greater than a second preset value, the total number of messages is greater than a third preset value, the number of online customer service representatives is less than a fourth preset value, and the user satisfaction of each customer service representative is greater than a fifth preset value; if so, then determine the increase in the business volume of each customer service representative; and adjust the upper limit of the business volume of the corresponding customer service representative according to the increase.

[0078] In one possible embodiment, adjusting the upper limit of customer service volume by judging preset allocation rules may include: judging whether the business parameters meet the second preset allocation rules; the second preset allocation rules include at least one of the following: the total number of customers served is less than the sixth preset value, the total number of customers in queue is less than the seventh preset value, the total number of messages is less than the eighth preset value, the number of online customer service representatives is greater than the ninth preset value, and the user satisfaction of each customer service representative is less than the tenth preset value; if so, then determine the reduction range of the business volume served by each customer service representative; and adjust the upper limit of the business volume served by the corresponding customer service representative according to the reduction range.

[0079] There are several ways to determine the adjustment range. You can determine the increase range specifically, or you can determine the decrease range specifically, or you can take into account multiple factors and dynamically determine the adjustment range based on business data.

[0080] The following examples illustrate the method for determining the adjustment range in this disclosure.

[0081] Example 1:

[0082] Figure 4 A flowchart for determining the adjustment range is shown, such as Figure 4 As shown, it includes the following steps:

[0083] S402: For any customer service representative, determine the adjustment range based on the representative's service volume and business data.

[0084] S404: Adjust the maximum service volume of any customer service representative according to the adjustment range.

[0085] Specifically, the adjusted upper limit for customer service volume is less than or equal to the historical upper limit corresponding to the lowest historical satisfaction level. In other words, the adjusted upper limit for customer service volume cannot result in excessively low customer satisfaction; therefore, there is an upper limit to the adjusted upper limit for customer service volume.

[0086] The adjustment range can be dynamically determined based on real-time customer service volume and business data.

[0087] It should be noted that when there are two business data points, namely queue volume and message volume, each customer service representative's business handling capacity is at its maximum limit.

[0088] For example, assuming the business data consists of the total queue size and the number of online customer service representatives, after determining the upper limit of the customer service representative's service capacity to increase or decrease, the allocation value is obtained by dividing the total queue size by the number of online customer service representatives. The allocation value is then scaled down proportionally to serve as the adjustment range, and the service capacity of each customer service representative is adjusted accordingly. At this point, the service capacity is the upper limit of the service capacity.

[0089] If the total queue size is 100 and the number of online customer service representatives is 10, then the allocated value is 10. However, the adjustment range needs to take into account the upper limit of the business reception capacity of each customer service representative after the adjustment. Therefore, each customer service representative can be given an additional 2 business reception caps.

[0090] For example, assuming the business data is user satisfaction, when it is determined that the upper limit of the service volume needs to be increased, the adjustment range is determined based on user satisfaction and the service volume of customer service.

[0091] If the difference between the customer service volume and the upper limit of the customer service volume is less than value A, then the user satisfaction level is reduced by 2 points. Based on the correlation between the historical satisfaction level and the historical upper limit of the customer service volume for each customer service representative, the upper limit of the customer service volume corresponding to the reduction of the user satisfaction level by 2 points is determined, and the adjustment range is obtained.

[0092] If the difference between the customer service volume and the upper limit of the customer service volume is greater than the B value, then the user satisfaction is reduced by 0.5 points. Based on the correlation between the historical satisfaction of each customer service representative and the historical upper limit of the customer service volume, the upper limit of the customer service volume corresponding to the user satisfaction reduction of 0.5 points is determined, and the adjustment range is obtained.

[0093] The above method allows for the determination of different adjustment ranges for each customer service representative. For example, if customer service representative A's current maximum service volume corresponds to a user satisfaction score of 80, reducing it by 0.5 points results in a new maximum service volume of B. Similarly, if customer service representative C's current maximum service volume corresponds to a user satisfaction score of 85, reducing it by 0.5 points results in a new maximum service volume of D. In this case, this method targets different customer service representatives, adjusting their maximum service volume accordingly. This effectively and differentiatedly addresses the issues of untimely or inaccurate adjustments to the maximum service volume for each representative, thereby improving service quality. Furthermore, the adjustment range is dynamically determined based on business data. After determining whether an increase or decrease is needed, the amount of business data is considered to determine the appropriate adjustment range. For scenarios with significant fluctuations in customer service inquiry volume, and for customer service systems with a large number of representatives and a large team, this method can improve customer service quality and thus enhance user experience.

[0094] Example 2:

[0095] Figure 5 A flowchart for determining the magnitude of the increase is shown, such as... Figure 5 As shown, it includes the following steps:

[0096] S502: Obtain the correlation between the historical satisfaction rate and the historical maximum number of customers served for each customer service representative. The correlation is that as the historical maximum number of customers served increases, the historical satisfaction rate decreases.

[0097] S504: In each relationship, determine the first inflection point value. The first inflection point value indicates that when the upper limit of the historical reception volume is greater than the first inflection point value, the historical satisfaction level is less than the lowest satisfaction level.

[0098] S506: Determine the increase rate for each customer service representative based on the first inflection point value in each relationship.

[0099] This adjustment method allows for the maximum capacity limit for customer service representatives when demand is high (i.e., high business volume). After calculating the required adjustment limit for each customer service representative, the limit can be expanded or contracted in real-time to achieve capacity control. The adjustment can be based on correlations or as described in Example 1.

[0100] Example 3:

[0101] Figure 6 A flowchart for determining the reduction magnitude is shown, such as Figure 6 As shown, it includes the following steps:

[0102] S602: Obtain the correlation between the historical satisfaction rate and the historical maximum number of customers served for each customer service representative. The correlation is that as the historical maximum number of customers served increases, the historical satisfaction rate decreases.

[0103] S604: In each relationship, determine the second inflection point value, which represents the upper limit of the historical reception volume when the historical satisfaction level is at its maximum.

[0104] S606: Determine the reduction rate for each customer service representative based on the second inflection point value in each relationship.

[0105] Example 4:

[0106] Figure 7 Another flowchart for determining the reduction magnitude is shown, such as Figure 7 As shown, it includes the following steps:

[0107] S702: For any customer service representative, obtain the first and second maximum service volume limits for that customer service representative.

[0108] The first service reception capacity limit is the current service reception capacity limit, and the second service reception capacity limit is the service reception capacity limit before the previous preset adjustment frequency interval.

[0109] S704: If the upper limit of the first service reception volume is greater than the upper limit of the second service reception volume, the difference between the upper limit of the first service reception volume and the upper limit of the second service reception volume shall be used as the reduction range for any customer service representative to determine the reduction range of service reception volume for each customer service representative.

[0110] Through the above four embodiments, it can be seen that the method disclosed herein can determine different adjustment ranges for each customer service representative according to different preset adjustment frequencies, in order to adapt to scenarios with high business volume and solve the problem of not being able to automatically monitor business changes and regulate the business reception volume of customer service representatives.

[0111] Figure 8 A flowchart of another business processing method in an embodiment of this disclosure is shown, such as... Figure 8 As shown, it includes the following steps:

[0112] S802: Respond to customer service calls and obtain business data.

[0113] S804: For each customer service representative, determine whether the business data meets the preset allocation rules according to the corresponding preset adjustment frequency; if the first preset allocation rule is met, execute S806; if the second preset allocation rule is met, execute S810; if not, end.

[0114] S806: Determine the increase in the volume of business handled by each customer service representative.

[0115] S808: Adjust the upper limit of customer service volume based on the increase.

[0116] S810: Determine the reduction in the volume of business handled by each customer service representative.

[0117] S812: Adjust the upper limit of the corresponding customer service volume based on the reduction amount.

[0118] By using the above method, this approach can dynamically and reasonably allocate the upper limit of the workload for each customer service representative based on the volume of business. When the workload is high, each customer service representative can handle more tasks to ensure normal business processing; when the workload is low, each customer service representative can handle less tasks, which can improve user satisfaction.

[0119] Based on the same inventive concept as the above method embodiments, this application also provides a business processing apparatus. Figure 9 A schematic diagram of the structure of a service processing apparatus provided in an embodiment of this application is shown.

[0120] The device 90 includes: an acquisition unit 901, used to acquire business data in response to a customer service call; the business data includes at least one of the following: total business volume, total queue volume, total number of messages, and number of online customer service representatives; a judgment unit 902, used to judge whether the business data meets the preset allocation rules; a determination unit 903, used to determine the adjustment range of the business volume for each customer service representative if so; and an adjustment unit 904, used to adjust the upper limit of the business volume for the corresponding customer service representative according to the adjustment range.

[0121] Those skilled in the art will understand that various aspects of the present invention can be implemented as systems, methods, or program products. Therefore, various aspects of the present invention can be specifically implemented in the following forms: entirely hardware implementations, entirely software implementations (including firmware, microcode, etc.), or implementations combining hardware and software aspects, collectively referred to herein as “circuits,” “modules,” or “systems.”

[0122] The following reference Figure 10 To describe an electronic device 1000 according to this embodiment of the present invention. Figure 10 The electronic device 1000 shown is merely an example and should not impose any limitations on the functionality and scope of use of the embodiments of the present invention.

[0123] like Figure 10 As shown, the electronic device 1000 is manifested in the form of a general-purpose computing device. The components of the electronic device 1000 may include, but are not limited to: at least one processing unit 1010, at least one storage unit 1020, and a bus 1030 connecting different system components (including storage unit 1020 and processing unit 1010).

[0124] The storage unit stores program code that can be executed by the processing unit 1010, causing the processing unit 1010 to perform the steps described in the "Exemplary Methods" section of this specification according to various exemplary embodiments of the present invention.

[0125] Storage unit 1020 may include readable media in the form of volatile storage units, such as random access memory (RAM) 10201 and / or cache memory 10202, and may further include read-only memory (ROM) 10203.

[0126] Storage unit 1020 may also include a program / utility 10204 having a set (at least one) program module 10205, such program module 10205 including but not limited to: operating system, one or more application programs, other program modules and program data, each or some combination of these examples may include an implementation of a network environment.

[0127] Bus 1030 can represent one or more of several types of bus structures, including a memory cell bus or memory cell controller, a peripheral bus, a graphics acceleration port, a processing unit, or a local bus using any of the multiple bus structures.

[0128] Electronic device 1000 can also communicate with one or more external devices 1040 (e.g., keyboard, pointing device, Bluetooth device, etc.), one or more devices that enable a user to interact with electronic device 1000, and / or any device that enables electronic device 1000 to communicate with one or more other computing devices (e.g., router, modem, etc.). This communication can be performed via input / output (I / O) interface 1050. Furthermore, electronic device 1000 can also communicate with one or more networks (e.g., local area network (LAN), wide area network (WAN), and / or public networks, such as the Internet) via network adapter 1060. As shown, network adapter 1060 communicates with other modules of electronic device 1000 via bus 1030. It should be understood that, although not shown in the figures, other hardware and / or software modules can be used in conjunction with electronic device 1000, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems.

[0129] From the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein can be implemented by software or by combining software with necessary hardware. Therefore, the technical solutions according to the embodiments of this disclosure can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (such as a CD-ROM, USB flash drive, external hard drive, etc.) or on a network, including several instructions to cause a computing device (such as a personal computer, server, terminal device, or network device, etc.) to execute the methods according to the embodiments of this disclosure.

[0130] In exemplary embodiments of this disclosure, a computer-readable storage medium is also provided, on which a program product capable of implementing the methods described above is stored. In some possible embodiments, various aspects of the invention may also be implemented as a program product comprising program code that, when the program product is run on a terminal device, causes the terminal device to perform the steps of the various exemplary embodiments of the invention described in the "Exemplary Methods" section of this specification.

[0131] A program product for implementing the above-described method according to embodiments of the present invention is described. This product may employ a portable compact disc read-only memory (CD-ROM) and include program code, and may run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited thereto. In this document, the readable storage medium may be any tangible medium containing or storing a program that may be used by or in conjunction with an instruction execution system, apparatus, or device.

[0132] The program product may employ any combination of one or more readable media. A readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of readable storage media (a non-exhaustive list) include: an electrical connection having one or more wires, a portable disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination thereof.

[0133] Computer-readable signal media may include data signals propagated in baseband or as part of a carrier wave, carrying readable program code. Such propagated data signals may take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A readable signal medium may also be any readable medium other than a readable storage medium, capable of sending, propagating, or transmitting programs for use by or in conjunction with an instruction execution system, apparatus, or device.

[0134] The program code contained on the readable medium may be transmitted using any suitable medium, including but not limited to wireless, wired, optical fiber, RF, etc., or any suitable combination thereof.

[0135] Program code for performing the operations of this invention can be written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Java and C++, and conventional procedural programming languages ​​such as C or similar languages. The program code can execute entirely on the user's computing device, partially on the user's device, as a standalone software package, partially on the user's computing device and partially on a remote computing device, or entirely on a remote computing device or server. In cases involving remote computing devices, the remote computing device can be connected to the user's computing device via any type of network, including a local area network (LAN) or a wide area network (WAN), or it can be connected to an external computing device (e.g., via the Internet using an Internet service provider).

[0136] It should be noted that although several modules or units for the device used to perform actions have been mentioned in the detailed description above, this division is not mandatory. In fact, according to embodiments of this disclosure, the features and functions of two or more modules or units described above can be embodied in one module or unit. Conversely, the features and functions of one module or unit described above can be further divided and embodied by multiple modules or units.

[0137] Furthermore, although the steps of the method in this disclosure are described in a specific order in the accompanying drawings, this does not require or imply that the steps must be performed in that specific order, or that all the steps shown must be performed to achieve the desired result. Additional or alternative steps may be omitted, multiple steps may be combined into one step, and / or a step may be broken down into multiple steps.

[0138] From the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein can be implemented by software or by combining software with necessary hardware. Therefore, the technical solutions according to the embodiments of this disclosure can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (such as a CD-ROM, USB flash drive, external hard drive, etc.) or on a network, including several instructions to cause a computing device (such as a personal computer, server, mobile terminal, or network device, etc.) to execute the methods according to the embodiments of this disclosure.

[0139] Other embodiments of this disclosure will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of this disclosure that follow the general principles of this disclosure and include common knowledge or customary techniques in the art not disclosed herein. The specification and examples are to be considered exemplary only, and the true scope and spirit of this disclosure are indicated by the appended claims.

Claims

1. A business processing method, characterized in that, The method includes: In response to customer service inquiries, obtain business data; the business data includes at least one of the following: total number of inquiries, total number of queues, total number of messages, number of online customer service representatives, and user satisfaction rate for each customer service representative; Determine whether the business data meets the preset allocation rules; If so, then determine the adjustment range for the business reception volume of each customer service representative; Based on the aforementioned adjustment range, the corresponding upper limit for customer service volume will be adjusted.

2. The method according to claim 1, characterized in that, The preset allocation rules include a first preset rule; The method further includes: Determine whether the business parameters meet the first preset allocation rule; the first preset allocation rule includes at least one of the following: the total number of receptions is greater than the first preset value, the total number of queues is greater than the second preset value, the total number of messages is greater than the third preset value, the number of online customer service representatives is less than the fourth preset value, and the user satisfaction of each customer service representative is greater than the fifth preset value. If so, then determine the increase in the volume of business handled by each customer service representative; Based on the increase, the upper limit of the corresponding customer service volume will be adjusted.

3. The method according to claim 2, characterized in that, Determining the increase in the volume of business handled by each customer service representative includes: Obtain the correlation between the historical satisfaction rate and the historical maximum number of customers served for each customer service representative; the correlation is that as the historical maximum number of customers served increases, the historical satisfaction rate decreases. In each of the aforementioned relationships, a first inflection point value is determined; the first inflection point value indicates that when the upper limit of the historical reception volume is greater than the first inflection point value, the historical satisfaction level is less than the lowest satisfaction level. The increase in each customer service representative is determined based on the first inflection point value in each of the aforementioned relationships.

4. The method according to claim 1, characterized in that, The preset allocation rules include a second preset rule; The method further includes: Determine whether the business parameters meet the second preset allocation rule; the second preset allocation rule includes at least one of the following: the total number of receptions is less than the sixth preset value, the total number of queues is less than the seventh preset value, the total number of messages is less than the eighth preset value, the number of online customer service representatives is greater than the ninth preset value, and the user satisfaction of each customer service representative is less than the tenth preset value. If so, determine the reduction in the number of customer service representatives handled by each representative; Based on the reduction amount, the corresponding upper limit of customer service volume will be adjusted.

5. The method according to claim 4, characterized in that, The determination of the reduction in the number of customer service representatives handled includes: Obtain the correlation between the historical satisfaction rate and the historical maximum number of customers served for each customer service representative; the correlation is that as the historical maximum number of customers served increases, the historical satisfaction rate decreases. In each of the aforementioned relationships, a second inflection point value is determined; the second inflection point value represents the upper limit of the historical reception volume when the historical satisfaction level is at its maximum. The reduction rate for each customer service representative is determined based on the second inflection point value in each of the aforementioned relationships.

6. The method according to claim 4, characterized in that, The determination of the reduction in the number of customer service representatives handled includes: For any customer service representative, obtain the first upper limit value and the second upper limit value of the service volume for that customer service representative; wherein, the first upper limit value of the service volume is the current upper limit value of the service volume, and the second upper limit value of the service volume is the upper limit value of the service volume before the previous preset adjustment frequency interval. If the first service reception volume limit is greater than the second service reception volume limit, then the difference between the first service reception volume limit and the second service reception volume limit is used as the reduction range for any one customer service representative, so as to determine the reduction range of service reception volume for each customer service representative.

7. The method according to claim 1, characterized in that, The step of determining whether the business data meets the preset allocation rules includes: For each customer service representative, the business data is determined to meet the preset allocation rules according to the corresponding preset adjustment frequency.

8. The method according to claim 1, characterized in that, Determining the adjustment range for the service volume of each customer service representative to be adjusted includes: For any customer service representative, the adjustment range for that representative is determined based on their service volume and the service data. The upper limit of the service volume for any one customer service representative is adjusted according to the adjustment range.

9. A business processing device, characterized in that, include: The acquisition unit is used to retrieve business data in response to customer service inquiries. The business data shall include at least one of the following: total number of business handled, total number of people in queue, total number of messages received, and number of online customer service representatives. The judgment unit is used to determine whether the business data meets the preset allocation rules; A determining unit is used to determine the adjustment range of the business reception volume for each customer service representative if the condition is met. The adjustment unit is used to adjust the upper limit of the corresponding customer service's business reception volume according to the adjustment range.

10. An electronic device, characterized in that, include: processor; and memory for storing the executable instructions of the processor; The processor is configured to execute the method of any one of claims 1 to 8 by executing the executable instructions.

11. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by a processor, it implements the method described in any one of claims 1 to 8.

12. A computer program product, comprising: A computer program or instruction, characterized in that, when executed by a processor, the computer program or instruction implements the method described in any one of claims 1 to 8.

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