CN106603262A - Method and system of distribution of customer service modes - Google Patents
Method and system of distribution of customer service modes Download PDFInfo
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- CN106603262A CN106603262A CN201510680381.7A CN201510680381A CN106603262A CN 106603262 A CN106603262 A CN 106603262A CN 201510680381 A CN201510680381 A CN 201510680381A CN 106603262 A CN106603262 A CN 106603262A
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- 238000009826 distribution Methods 0.000 title claims abstract description 6
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5003—Managing SLA; Interaction between SLA and QoS
- H04L41/5019—Ensuring fulfilment of SLA
- H04L41/5022—Ensuring fulfilment of SLA by giving priorities, e.g. assigning classes of service
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
- H04L67/61—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources taking into account QoS or priority requirements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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Abstract
The application discloses a method and system of distribution of customer service modes. The method comprises: receiving a customer service request; analyzing the customer service request to obtain a user designation code of a side making the customer service request; and according to the user designation code, selecting a customer service mode for the side making the customer service request. Therefore, according to the user designation code, the customer service mode is selected for the side making the customer service request, so that the processing way of the customer service request can be optimized and the processing efficiency of the customer service request is high.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to a method and a system for allocating a customer service mode.
Background
In the prior art, when an application system has a problem, a client can send a client service request for solving the problem through communication modes such as online self-service chat, online manual chat, self-service telephone hotline and manual telephone hotline. And after receiving the customer service request, the customer service system sends the customer service request to a background customer service for processing. Background services, such as online self-help chat applications, online instant messaging service personnel, telephone hotline applications, telephone hotline service personnel.
In the process of implementing the prior art, the inventor finds that at least the following problems exist in the prior art:
the customer service requests are processed in the customer service system in sequence, and when the number of the customer service requests exceeds the load of customer service, subsequent request information is sequenced to wait for processing. For example, when a telephone hotline is busy, a help seeker subsequently placing a customer service call is waiting. The method for distributing the customer service request cannot carry out shunting processing on the customer service request according to the actual situation, so that the processing efficiency of the customer service request is low.
Disclosure of Invention
The embodiment of the application provides a method for processing a customer service request with high efficiency. Specifically, a method for allocating a customer service mode includes:
receiving a customer service request;
analyzing the customer service request to obtain a user code of a provider of the customer service request;
and selecting a customer service mode for a proposing party of the customer service request according to the user code.
The embodiment of the present application further provides a distribution system of a customer service method, including:
a receiving module for receiving a customer service request;
the analysis module is used for analyzing the customer service request and obtaining the user code of the proposing party of the customer service request;
and the routing module is used for selecting a customer service mode for a provider of the customer service request according to the user code.
The method and the system for distributing the customer service modes provided by the embodiment of the application have the following beneficial effects:
in the technical scheme provided by the application, the customer service mode is selected for the providing party of the customer service request according to the user code, so that the processing mode of the customer service request is optimized, and the processing efficiency of the customer service request is high.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:
fig. 1 is a schematic diagram of a networked environment provided by an embodiment of the present application.
Fig. 2 is a flowchart of a method for allocating a customer service mode according to an embodiment of the present application.
Fig. 3 is a schematic structural diagram of a distribution system of a customer service method according to an embodiment of the present application.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be described in detail and completely with reference to the following specific embodiments of the present application and the accompanying drawings. It should be apparent that the described embodiments are only some of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
Referring to fig. 1, a networked environment 100 is shown in which embodiments of the present application are provided. The networked environment 100 includes a network 101, one or more clients 102 connected via the network 101 that can communicate data, and an operations server 103. The operations server 103 may include a computing environment 104 integrated within the operations server 103 or separate from the computing environment 104 outside the operations server 103.
Network 101 may include, for example, the internet, a Wide Area Network (WAN), a Local Area Network (LAN), a mobile communications network, or other suitable network, as well as any combination of two or more such networks. The terms "data" and "information" referred to in embodiments of the present application may be used interchangeably herein to refer to text, images, audio, video, or any other form of information that may be present in a computer environment.
Client 102 may refer to a network device in which an application is installed. Such network devices may include, in hardware, servers, desktop computers, laptop computers, tablet computers, smart phones, handheld computers, personal digital assistants ("PDAs"), or any other wired or wireless processor-driven device. The system software can be an operating system integrated with a network browser or an operating system provided with a special application program; such an operating system may be a windows-series operating system, a Linux operating system, or the like, or may be Android, IOS, or the like in a mobile platform.
Commercially available hypertext transfer protocol (HTTP) server applications, such as HTTP servers, Internet Information Services (IIS), and/or other servers may be included on operator server 103.
A user uses a client 102 and initiates a registration request to an operator server 103 over a network 101. At this time, the operation server 103 may record registration information of the user, and set an account with a preset authority in the operation server 103 according to the registration request. Subsequently, each time the user accesses the application program of the operation server 103 through the client 102, the operation server 103 can learn and record such access based on an identifier indicating the user identity, such as a user ID, included in the information at each access. In particular, the access time of the user may be recorded, and optionally, the IP address at the time of access, or the hardware type of the network device used, or one or more of the client version/os version on which the client is based may be recorded. Specifically, for an access in which a specific operation occurs, such as leaving a message (e.g., leaving a message in a social network site), adding a friend, purchasing a virtual item, or the like, the operation server 103 may record the operation access and give a specific response to the user by performing corresponding internal or external processing. Generally, all operation requests and general accesses leave a corresponding record in the operation server. The operation server can classify all operations of different users according to the user ID. For the operation of interactive behavior, for example, the interaction between different registered users, may also be classified and grouped according to the user ID.
The user access information may be stored with a database 105. Further, data that may also be stored in database 105 includes, for example, application requirements data, business rules, client 102 capability data, application market data, customer data, and the like. The applications in the database 105 may correspond to application programs provided by developers. The applications may include, for example, mobile applications, hypertext markup language 5(HTML5) applications, desktop applications, and/or other applications.
The computing environment 104 may include, for example, a server computer or any other system that provides computing capabilities. Optionally, one or more computing devices may be employed in the computing environment 104, which may be arranged into one or more server groups or computer groups or other arrangements. For example, the multiple computing devices may collectively comprise a cloud computing resource, a grid computing resource, and/or any other distributed computing apparatus. Various embodiments of the present application, described below, may be performed under the control of one or more computing devices configured with executable instructions.
According to various embodiments, various application programs and/or other functionality may be executed in the computing environment 104. Applications executing on the computing environment 104, for example, access data import services, access data analysis services, application data import services, application data analysis services, and other applications, services, processes, systems, engines, or functionality not discussed in detail herein.
In addition, various data may be obtained by the computing environment 104, such as from the database 105 described above. As can be appreciated, the database 105 may represent a collection of multiple databases. The data stored in the database 105 may be associated with the operation of the various embodiments described below.
Fig. 2 is a flowchart of a method for allocating a customer service mode according to an embodiment of the present application, which specifically includes the following steps:
s100: a customer service request is received.
A user uses a client 102 and initiates a customer service request to an operator server 103 over a network 101. The operation server 103 receives a client service request from each client 102.
S200: and analyzing the customer service request to obtain the user code of the proposing party of the customer service request.
The operator server 103 parses the customer service request in the computing environment 104 to obtain the user code of the originator of the customer service request.
In another embodiment provided by the present application, analyzing the customer service request to obtain a user code of a provider of the customer service request specifically includes:
analyzing the customer service request to obtain a login account of a presenter; or,
and analyzing the customer service request to obtain the anonymous account of the proposing party.
The operator server 103 parses the customer service request in the computing environment 104 for the user code that issued the customer service request, which may be a login account or an anonymous account. Specifically, for example, the user logs in an account, and sends a check request for a certain transaction to the operation server 103 through the login account. The operation server 103 analyzes the verification request, and may obtain a login account of the user who made the verification request. When a user sends a consultation request for a certain service to the operation server 103 in the form of a visitor, the operation server 103 analyzes the consultation request, and can acquire an anonymous account number of the user who makes the consultation request, such as a XXX-th visitor.
S300: and selecting a customer service mode for a proposing party of the customer service request according to the user code.
The operation server 103 selects a customer service mode in the computing environment 104.
In another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to the user code specifically includes:
determining a grade value of the user according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the user.
Further, in another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to a rank value of a user specifically includes:
sequencing all the customer service requests according to the rank values of the users;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
The user's rank value may be a membership level such as crown level, diamond level, star level, or may be a quantified value. The operator server 103 may query the database 105 for the user's profile based on the user code to determine the user's rating value. The operator server 103 sorts all customer service requests according to the rank values of the users. The operation server 103 sequentially selects one of the customer service requests in accordance with the priority order, and selects a customer service manner for a presenter of the selected customer service request. The operation server 103 calls the customer service request in accordance with the selected customer service method and processes the customer service request. Therefore, the customer service requests of the users with high grade values of the users are processed in priority, and the satisfaction degree of the users is improved.
In another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to the user code specifically includes:
determining the grade value of the service corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the service.
Further, in another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to the grade value of the service specifically includes:
sequencing all the customer service requests according to the grade values of the services;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
The rank value of the service may reflect the importance of the customer service request. The services include, but are not limited to, inquiry activities, ordering activities, payment activities, refund activities, complaint activities, and the like. The operation server 103 can query the database 105 for the recent services of the user according to the user code. Such as abnormal traffic occurring during the day. Thus, the operation server 103 can lock the help scope of the user, that is, the scope of the customer service request, thereby facilitating the classification processing of the customer service request to improve the processing efficiency of the information. And, the operation server 103 sorts all the customer service requests according to the rank values of the services. The operation server 103 sequentially selects one of the customer service requests in accordance with the priority order, and selects a customer service manner for a presenter of the selected customer service request. The operation server 103 loads the customer service request according to the selected customer service mode and then processes the customer service request. Therefore, the customer service request of the important business is processed preferentially, and the satisfaction degree of the customer is improved.
In another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to the user code specifically includes:
determining a grade value of the tolerance corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the tolerance.
Further, in another embodiment provided by the present application, the selecting a customer service mode for a provider of a customer service request according to the rating value of the tolerance specifically includes:
sequencing all the customer service requests according to the grade values of the tolerance;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
The rating value for the tolerance may reflect the length of time or number of times the customer service request is processed. When the grade value of the tolerance is high, customer complaints are likely to be caused. The operation server 103 can query the database 105 for the waiting time, processing time and processing times of the customer service request in the near future of the user according to the user code. The operator server 103 orders the customer service requests according to a ranking value of the tolerance. The operation server 103 sequentially selects one of the customer service requests in accordance with the priority order, and selects a customer service manner for a presenter of the selected customer service request. The operation server 103 calls the customer service request in accordance with the selected customer service method and processes the customer service request. Thus, the customer service request with high grade value of the tolerance which easily causes customer complaints is processed with priority, and the satisfaction of the customer is improved.
In another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to the user code specifically includes:
determining at least two grade values in a user grade value, a service grade value corresponding to the customer service request and a grade value of tolerance corresponding to the customer service request and a weight value of the at least two grade values according to the user code;
calculating a weighted average of the at least two rank values;
and selecting the customer service mode of the customer service request according to the weighted average value.
Further, in another embodiment provided by the present application, selecting a customer service mode for a provider of a customer service request according to the weighted average specifically includes:
sorting all the customer service requests according to the weighted average;
selecting a customer service request in sequence according to the priority order;
and selecting a customer service mode for the selected proposing party of the customer service request.
It should be noted that the embodiments herein are exemplified by the user rating value, the service rating value corresponding to the customer service request, and the rating value of the tolerance corresponding to the customer service request as parameters, respectively, and possible combinations of these three parameters. It is obvious that the manner of using other parameters, combinations of parameters, such as the problem resolution of the customer service manner, the satisfaction of the customer service manner, etc., does not depart from the essential scope of the present application.
In another embodiment provided by the present application, determining, according to the user code, a rating value of a tolerance corresponding to the customer service request further includes:
and after a preset time, resetting the grade value of the tolerance of the customer service request to the highest value when the customer service request does not enter a processing state or the customer service request is not processed completely.
After a preset time, for example, 24 hours, the customer service request is not processed or is not processed completely, customer complaints are easily caused, and the grade value of the tolerance of the customer service request can be increased to be processed in time.
In another embodiment provided by the present application, determining, according to the user code, a rating value of a tolerance corresponding to the customer service request further includes:
and calling the customer service request according to the selected customer service mode, and resetting the tolerance grade value of the customer service request to the highest value when the customer service request is not called through the preset calling times.
After the preset number of times of calling, when the customer service request is not called yet, for example, 5 times, and the customer service request does not enter a processing state or is not processed completely, customer complaints are easily caused, and the grade value of the tolerance of the customer service request can be improved so as to be processed in time.
In another embodiment provided by the present application, selecting a customer service mode for the selected customer service request specifically includes:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
The operation server 103 sorts the customer service modes according to priority. The operation server 103 sequentially selects one customer service method in accordance with the priority order, and inquires about the load status of the selected customer service method. And when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load. Therefore, the client service mode selected by the proposing party of the client service request can be ensured to be a feasible optimal path, and the information processing efficiency is improved.
The customer service modes include but are not limited to telephone hotline customer service personnel service, telephone hotline application program service, online instant messaging customer service personnel service and online self-help chat application program service. The resource priority of the customer service modes can be set, so that the processing flow is optimized, and the information processing efficiency is improved.
In the technical scheme provided by the application, the customer service mode is selected for the providing party of the customer service request according to the user code, so that the processing mode of the customer service request is optimized, and the processing efficiency of the customer service request is high.
In the above, based on the same idea, please refer to fig. 3, the information processing method provided in the embodiment of the present application further provides a distribution system 1 of a customer service method, including:
a receiving module 10, configured to receive a customer service request;
the analysis module 20 is used for analyzing the customer service request and obtaining the user code of the proposing party of the customer service request;
and the routing module 30 is used for selecting a customer service mode for a provider of the customer service request according to the user code.
In another embodiment provided by the present application, the parsing module 20 is configured to parse the customer service request to obtain a user code of a provider of the customer service request, and specifically configured to:
analyzing the customer service request to obtain a login account of a presenter; or,
and analyzing the customer service request to obtain the anonymous account of the proposing party.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a provider of a customer service request according to the user code, and specifically configured to:
determining a grade value of the user according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the user.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a provider of a customer service request according to a rank value of a user, and specifically configured to:
sequencing all the customer service requests according to the rank values of the users;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a selected customer service request presenter, and specifically configured to:
sequencing the client service modes according to the priority;
selecting a customer service mode in turn according to the priority order;
judging the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a provider of a customer service request according to the user code, and specifically configured to:
determining the grade value of the service corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the service.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a provider of a customer service request according to a grade value of a service, and specifically configured to:
sequencing all the customer service requests according to the grade values of the services;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a selected customer service request presenter, and specifically configured to:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
judging the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a provider of a customer service request according to the user code, and specifically configured to:
determining a grade value of the tolerance corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the tolerance.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode of the customer service request according to a grade value of a tolerance corresponding to the customer service request, and specifically configured to:
the method is used for selecting a customer service mode for a provider of a customer service request according to the grade value of the tolerance, and is specifically used for:
sequencing all the customer service requests according to the grade values of the tolerance;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a selected provider of the customer service request, and specifically configured to:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
In another embodiment provided by the present application, the routing module 30 is configured to determine, according to the user code, a rating value of a tolerance corresponding to the customer service request, and is further configured to:
and after a preset time, resetting the grade value of the tolerance of the customer service request to the highest value when the customer service request does not enter a processing state or the customer service request is not processed completely.
In another embodiment provided by the present application, the routing module 30 is configured to determine, according to the user code, a rating value of a tolerance corresponding to the customer service request, and is further configured to:
and calling the customer service request according to the selected customer service mode, and resetting the tolerance grade value of the customer service request to the highest value when the customer service request is not called through the preset calling times.
In another embodiment provided by the present application, the routing module 30 is configured to select, by the user code, a customer service mode for a provider of a customer service request, and specifically configured to:
determining at least two grade values in a user grade value, a service grade value corresponding to the customer service request and a grade value of tolerance corresponding to the customer service request and a weight value of the at least two grade values according to the user code;
calculating a weighted average of the at least two rank values;
and selecting a customer service mode for a provider of the customer service request according to the weighted average.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a provider of a customer service request according to the weighted average, and specifically configured to:
sorting all the customer service requests according to the weighted average;
selecting a customer service request in sequence according to the priority order;
and selecting a customer service mode for the selected proposing party of the customer service request.
In another embodiment provided by the present application, the routing module 30 is configured to select a customer service mode for a selected provider of the customer service request, and specifically configured to:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
According to the technical scheme, the client service mode of the client service request is selected, and the client service request is processed according to the selected client service mode, so that the processing flow of information processing is optimized, and the information processing efficiency is high.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable numerical processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable numerical processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, numerical structures, modules of a program, or other numerical values. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include transitory computer readable media (transient media) such as modulated numeric signals and carrier waves.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in the process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The above are merely examples of the present application and are not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (32)
1. A method for allocating a customer service mode, comprising:
receiving a customer service request;
analyzing the customer service request to obtain a user code of a provider of the customer service request;
and selecting a customer service mode for a proposing party of the customer service request according to the user code.
2. The method of claim 1, wherein parsing the customer service request to obtain a user code of a presenter of the customer service request comprises:
analyzing the customer service request to obtain a login account of a presenter; or,
and analyzing the customer service request to obtain the anonymous account of the proposing party.
3. The method of claim 1, wherein selecting a customer service mode for a presenter of a customer service request based on the user code specifically comprises:
determining a grade value of the user according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the user.
4. The method of claim 3, wherein selecting a customer service mode for a presenter of the customer service request based on the user's rating value comprises:
sequencing all the customer service requests according to the rank values of the users;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
5. The method of claim 4, wherein selecting a customer service mode for a selected customer service request presenter comprises:
sequencing the client service modes according to the priority;
selecting a customer service mode in turn according to the priority order;
judging the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
6. The method of claim 1, wherein selecting a customer service mode for a presenter of a customer service request based on the user code specifically comprises:
determining the grade value of the service corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the service.
7. The method of claim 6, wherein selecting a customer service mode for a presenter of the customer service request based on the business's rank value comprises:
sequencing all the customer service requests according to the grade values of the services;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
8. The method of claim 7, wherein selecting a customer service mode for a selected customer service request presenter comprises:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
judging the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
9. The method of claim 1, wherein selecting a customer service mode for a presenter of a customer service request based on the user code specifically comprises:
determining a grade value of the tolerance corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the tolerance.
10. The method of claim 9, wherein selecting a customer service mode for a presenter of the customer service request based on the rating value for the tolerance comprises:
sequencing all the customer service requests according to the grade values of the tolerance;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
11. The method of claim 10, wherein selecting a customer service mode for a selected presenter of the customer service request specifically comprises:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
12. The method of claim 9, wherein determining a rating value for a tolerance corresponding to the customer service request based on the user code further comprises:
and after a preset time, resetting the grade value of the tolerance of the customer service request to the highest value when the customer service request does not enter a processing state or the customer service request is not processed completely.
13. The method of claim 9, wherein determining a rating value for a tolerance corresponding to the customer service request based on the user code further comprises:
and calling the customer service request according to the selected customer service mode, and resetting the tolerance grade value of the customer service request to the highest value when the customer service request is not called through the preset calling times.
14. The method of claim 1, wherein selecting a customer service mode for a presenter of a customer service request based on the user code specifically comprises:
determining at least two grade values in a user grade value, a service grade value corresponding to the customer service request and a grade value of tolerance corresponding to the customer service request and a weight value of the at least two grade values according to the user code;
calculating a weighted average of the at least two rank values;
and selecting a customer service mode for a provider of the customer service request according to the weighted average.
15. The method of claim 14, wherein selecting a customer service mode for a presenter of a customer service request based on the weighted average comprises:
sorting all the customer service requests according to the weighted average;
selecting a customer service request in sequence according to the priority order;
and selecting a customer service mode for the selected proposing party of the customer service request.
16. The method of claim 15, wherein selecting a customer service mode for a selected presenter of the customer service request specifically comprises:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
17. A customer service mode distribution system, comprising:
a receiving module for receiving a customer service request;
the analysis module is used for analyzing the customer service request and obtaining the user code of the proposing party of the customer service request;
and the routing module is used for selecting a customer service mode for a provider of the customer service request according to the user code.
18. The system of claim 17, wherein the parsing module is configured to parse the customer service request to obtain a user code of a requestor of the customer service request, and is specifically configured to:
analyzing the customer service request to obtain a login account of a presenter; or,
and analyzing the customer service request to obtain the anonymous account of the proposing party.
19. The system according to claim 17, wherein the routing module is configured to select, according to the user code, a customer service mode for a provider of the customer service request, and is specifically configured to:
determining a grade value of the user according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the user.
20. The system according to claim 19, wherein the routing module is configured to select a customer service mode for a provider of the customer service request based on the user rating value, and is specifically configured to:
sequencing all the customer service requests according to the rank values of the users;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
21. The system according to claim 20, wherein the routing module is configured to select a customer service mode for a selected customer service request presenter, and is specifically configured to:
sequencing the client service modes according to the priority;
selecting a customer service mode in turn according to the priority order;
judging the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
22. The system according to claim 17, wherein the routing module is configured to select, according to the user code, a customer service mode for a provider of the customer service request, and is specifically configured to:
determining the grade value of the service corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the service.
23. The system according to claim 22, wherein the routing module is configured to select a customer service mode for a provider of the customer service request based on the class value of the service, and is specifically configured to:
sequencing all the customer service requests according to the grade values of the services;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
24. The system according to claim 23, wherein the routing module is configured to select a customer service mode for a selected customer service request presenter, and is specifically configured to:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
judging the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
25. The system according to claim 17, wherein the routing module is configured to select, according to the user code, a customer service mode for a provider of the customer service request, and is specifically configured to:
determining a grade value of the tolerance corresponding to the customer service request according to the user code;
and selecting a customer service mode for a provider of the customer service request according to the grade value of the tolerance.
26. The system according to claim 24, wherein the routing module is configured to select a customer service mode for a provider of the customer service request according to the rating value of the tolerance, and is specifically configured to:
sequencing all the customer service requests according to the grade values of the tolerance;
selecting a customer service request in sequence according to the priority order;
a customer service mode is selected for a selected presenter of the customer service request.
27. The system according to claim 26, wherein said routing module is adapted to select a customer service mode for a selected presenter of said customer service request, and is specifically adapted to:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
28. The system of claim 25, wherein the routing module is configured to determine a rating value for a tolerance corresponding to the customer service request based on the user code, and further configured to:
and after a preset time, resetting the grade value of the tolerance of the customer service request to the highest value when the customer service request does not enter a processing state or the customer service request is not processed completely.
29. The system of claim 25, wherein the routing module is configured to determine a rating value for a tolerance corresponding to the customer service request based on the user code, and further configured to:
and calling the customer service request according to the selected customer service mode, and resetting the tolerance grade value of the customer service request to the highest value when the customer service request is not called through the preset calling times.
30. The system of claim 17, wherein the routing module is configured to select, for the user code, a customer service mode for a presenter of the customer service request, and is specifically configured to:
determining at least two grade values in a user grade value, a service grade value corresponding to the customer service request and a grade value of tolerance corresponding to the customer service request and a weight value of the at least two grade values according to the user code;
calculating a weighted average of the at least two rank values;
and selecting a customer service mode for a provider of the customer service request according to the weighted average.
31. The system according to claim 30, wherein the routing module is configured to select a customer service mode for a provider of the customer service request based on the weighted average, and is specifically configured to:
sorting all the customer service requests according to the weighted average;
selecting a customer service request in sequence according to the priority order;
and selecting a customer service mode for the selected proposing party of the customer service request.
32. The system according to claim 31, wherein said routing module is adapted to select a customer service mode for a selected presenter of said customer service request, and is specifically adapted to:
sequencing the client service modes according to the priority;
selecting a customer service mode in sequence according to the priority order;
querying the load state of the selected customer service mode;
and when the load state of the selected customer service mode is full load, selecting the customer service mode of the next priority until the load state of the selected customer service mode is under-full load.
Priority Applications (2)
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|---|---|---|---|
| CN201510680381.7A CN106603262A (en) | 2015-10-19 | 2015-10-19 | Method and system of distribution of customer service modes |
| PCT/CN2016/101660 WO2017067394A1 (en) | 2015-10-19 | 2016-10-10 | Method and system for distributing customer service modes |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510680381.7A CN106603262A (en) | 2015-10-19 | 2015-10-19 | Method and system of distribution of customer service modes |
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