The invention discloses a
data processing and voice call
shunting method and
system based on
big data. The
data processing method comprises the steps of: acquiring historical behaviour data of users according to
user information; according to the acquired historical behaviour data, performing distributed summary calculation and analysis of user indexes, so that
multiple description data of multiple scenes can be obtained; and, according to the
multiple description data of the multiple scenes, obtaining a prediction module used for
processing voice calls of the users according to a corresponding
algorithm. The
shunting method comprises the steps of: according to voice call information of the users, obtaining
telephone number information of the users; according to the
telephone number information of the users, obtaining matched user account information; according to the user account information, predicting problem types of the users; and, according to the problem types of the users, transferring the voice calls into corresponding seats, or, transferring the voice calls into the corresponding seats by an IVR
system. By means of the user voice call
processing method, device and
system based on
big data disclosed by the invention, the user
retention time in the IVR system is reduced; the communication efficiency is increased; and the operation cost is reduced.