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A method and customer service system for realizing customer service

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

Active Publication Date: 2016-04-13
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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  • A method and customer service system for realizing customer service
  • A method and customer service system for realizing customer service
  • A method and customer service system for realizing customer service

Examples

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Embodiment Construction

[0099] In order to make the purpose, technical solution and advantages of the present invention more clear, the embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined arbitrarily with each other.

[0100] figure 1 It is a schematic diagram of the customer service system of the embodiment of the present invention, such as figure 1 As shown, the customer service system of the present embodiment includes:

[0101] The first module, after receiving the creation request of the agent, creates an agent group with the agent as the main agent according to the creation request, and also includes one or more sub-agents in the agent group, and combines the agent group, the main agent Associate with sub-seats;

[0102] The second module is configured to provide customer service f...

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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 through flexible agent management in the field of communication technology, especially in a customer service system. Background technique [0002] The so-called customer service system refers to making full use of modern communication and computer technology, such as IVR (interactive voice 800 customer service system flowchart response system), ACD (automatic call distribution system), etc., which can automatically and flexibly handle a large number of different calls The operational operating premises for inbound and outbound business and services. The customer service system is gradually considered as a telemarketing center in current enterprise applications. The so-called customer service system, that is, the call center. [0003] According to the technical status of the current customer service system, the customer service system is mainly comp...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04M3/42
Inventor 李会李伟华邵伟翔
Owner ZTE CORP
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