Method for determining call incoming reason and device thereof
A technology for the cause of incoming calls and the method of determination. Applied in the field of communications, it can solve problems such as being prone to errors, increasing operating costs for operators, and duplicating labor on behalf of agents, thereby avoiding subjectivity, shortening processing time, and reducing operating costs.
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Embodiment 1
[0027] figure 1 It is a flowchart of a method for determining the cause of an incoming call according to Embodiment 1 of the present invention. Such as figure 1 As shown, the determination method includes the following steps:
[0028] Step S102, searching for the business content attribute of the call for which the cause of the call needs to be determined.
[0029] Step S104, sort out keywords from business content attributes.
[0030] Step S106, matching the sorted keywords with the pre-stored keywords representing the type of the reason for the call.
[0031] Step S108, determining the reason for the incoming call according to the matching result.
[0032] In the above method, the collection of the reason for the call is completed by automatically matching the keywords in the business content attributes with the keywords of the call reason type, thereby avoiding the subjective one-sidedness of human judgment, shortening the processing time of the agent for the call, and ...
Embodiment 2
[0037] figure 2 It is a structural block diagram of an apparatus for determining the cause of an incoming call according to Embodiment 2 of the present invention. Such as figure 2 As shown, the device includes: a searching module 10 , a sorting module 20 , a matching module 30 and a judging module 40 .
[0038] Wherein, the search module 10 is used to search for the business content attribute of the conversation that needs to determine the cause of the call; the sorting module 20 is used to sort out keywords from the business content attributes found by the search module 10; The keywords sorted out by the sorting module 20 are matched with the keywords representing the type of the reason for the call; the determination module 40 is used to determine the cause of the call according to the matching result of the matching module 30 .
[0039] In the above-mentioned device, the collection of the reason for the call is completed by automatically matching the keywords in the bus...
Embodiment 3
[0041] Such as image 3 As shown, in addition to the functional modules in the second embodiment, the third embodiment also includes: a data source acquisition module 50 , a keyword library 60 , a keyword library management module 70 , and an incoming call reason type management module 100 .
[0042] Wherein, the data source acquisition module 50 is used to receive the business data source of the conversation pushed by other business modules or actively grabs the business data source of the conversation from other business modules; the keyword library 60 is used to store keywords representing the type of reason for the call; The keyword library management module 70 is used to maintain and manage the keywords in the keyword library; the call reason type management 100 is used to maintain and manage the attribute information of the call reason type, and provide the attribute extension interface of the call reason type.
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