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Method and system for call center service on basis of hierarchical search

A technology of call center and service method, applied in the field of communication, to achieve the effect of improving search hit rate, improving search efficiency and improving performance

Inactive Publication Date: 2013-04-17
ZTE CORP
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AI Technical Summary

Problems solved by technology

[0003] The existing call center search engine system can only search through the keywords input by the operator, which requires the operator to enter the search words must be very close to the problem, and also requires the operator to be familiar with all the knowledge points, so as to be able to quickly Query the answers to the questions that need to be retrieved

Method used

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  • Method and system for call center service on basis of hierarchical search
  • Method and system for call center service on basis of hierarchical search

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Embodiment Construction

[0034] In order to make the technical problems, technical solutions and beneficial effects to be solved by the present invention clearer and clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0035] Such as figure 1 As shown, a kind of call center service method based on hierarchical search provided by the present invention comprises the following steps:

[0036] S101. When the phone is connected, the first search term is extracted according to the user information;

[0037] S102. For the second search term input by the operator according to the question raised by the user,

[0038] Selecting a corresponding classification knowledge base according to the knowledge type to which the second search term belongs;

[0039] S103. Search the cla...

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Abstract

The invention discloses a method and system for call center service on the basis of hierarchical search. The method includes: extracting a first search work according to user information during telephone access; inputting a second search word according to a question asked by a user aiming at a telephone operator, and selecting a corresponding classificatory knowledge base according to a knowledge type of the second search word; searching the classificatory knowledge base according to the first search word and the second search word, obtaining a search result, and displaying the search result. In the method, the first search word is extracted according to the user information, the corresponding classificatory knowledge base is obtained according to the second search word input by the telephone operator, and the corresponding classificatory knowledge base is searched according to the first search word and the second search word, and search efficiency of a system can be improved greatly.

Description

technical field [0001] The present invention relates to the technical field of communication, in particular to a call center service method and system based on hierarchical search. Background technique [0002] In the field of communication, the after-sales customer service system has been paid more and more attention by major operators. At the same time, the operator has strict assessments on the number of calls and answering time of the operator in the call center every day. This requires that: when a call is made to the agent, the operator can find the answer to the user's question as soon as possible and inform the user in time. Thereby saving the time of answering calls and improving the efficiency of answering calls. The existing call center search engine system has the following disadvantages: [0003] The existing call center search engine system can only search through the keywords input by the operator, which requires the operator to enter the search words must b...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30H04M3/51
Inventor 张茜
Owner ZTE CORP
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