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Method for realizing customer service and customer service system

A customer service system, customer service technology, applied in the field of customer service system

Active Publication Date: 2013-04-03
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

With the gradual expansion of business, an agent may have more and more users, therefore, an agent may not be able to meet the needs of users

Method used

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  • Method for realizing customer service and customer service system
  • Method for realizing customer service and customer service system
  • Method for realizing customer service and customer service system

Examples

Experimental program
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Embodiment Construction

[0099] In order to make the objectives, technical solutions and advantages of the present invention clearer, the embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings. It should be noted that the embodiments in the application and the features in the embodiments can be combined with each other arbitrarily if there is no conflict.

[0100] figure 1 Is a schematic diagram of a customer service system according to an embodiment of the present invention, such as figure 1 As shown, the customer service system of this embodiment includes:

[0101] The first module is used to create a seat group with the seat as the main seat according to the creation request after receiving the creation request of the seat. The seat group also includes one or more sub-seats, and the seat group, the main seat Associate with sub-seats;

[0102] The second module is used to provide customer service for the user based on the seat group after recei...

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PUM

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Abstract

The invention provides a method for realizing customer service and a customer service system. The method comprises the following steps that: the customer service system receives a creation request for an agent, and creates an agent group taking the agent as a main agent according to the creation request, wherein one or more sub agents are included in the agent group, and the agent group, the main agent and the sub agents are associated; and the customer service system provides customer service for a user based on the agent group after receiving a user request. According to the method and the customer service system, the customer service capacity of the agent can be improved, and then the requests of more customers can be received simultaneously.

Description

Technical field [0001] The invention relates to a method and a customer service system for realizing customer service business with flexible seat management in the field of communication technology, especially in a customer service system. Background technique [0002] The so-called customer service system refers to the full use of modern communication and computer technology, such as IVR (Interactive Voice 800 Customer Service System Flow Chart Response System), ACD (Automatic Call Distribution System), etc., which can automatically and flexibly handle a large number of different calls Operation place for incoming and outgoing business and services. The customer service system is gradually regarded as a telemarketing center in current enterprise applications. The so-called customer service system is also a call center. [0003] According to the current technical status of the customer service system, the customer service system is mainly composed of the following functional modu...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/42
Inventor 李会李伟华邵伟翔
Owner ZTE CORP
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