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Method, device and system for strategy scheduling

A scheduling device and scheduling method technology, applied in the field of communication, can solve problems such as inconsistent and different experiences

Active Publication Date: 2015-03-25
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] In the process of providing services to customers by the service center, if the service strategies adopted by different channels that provide customers with the same service request content are managed by different departments, or if different service methods in the channels that provide customers with the same service request content The service strategies adopted are managed by different departments. When different departments have different service methods for the management (definition, maintenance, scheduling) of service strategies, the service strategies adopted by different channels that provide the same service request content may be different, or, provide The service strategies adopted by different service methods in the channels of the same service request content may be different, resulting in different service processes or service results for customers to obtain the same service request content through different channels or different service methods of the same channel in the service center, resulting in Inconsistent experience for customers to obtain the content of the same service request through the service center

Method used

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  • Method, device and system for strategy scheduling

Examples

Experimental program
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Embodiment 1

[0113] Embodiment 1 of the present invention provides a policy scheduling method, which is applied to a first policy scheduling device, where the first policy scheduling device is a server or a database; figure 1 As shown, the method may include:

[0114] S101. Receive a service request message sent by the first channel;

[0115] Wherein, the service request message includes the content of the service request; the first channel is any channel interacting with the first policy scheduling device;

[0116] Channel refers to the access form of the service center, and the channel may include but not limited to voice channel, short message channel, multimedia channel, Internet channel, etc. The present invention does not specifically limit the form of the first channel;

[0117] The same channel can include multiple service methods, for example, in the telephone channel, it can include outbound calling (the staff of the telephone channel actively calls the customer), answering mode...

Embodiment 2

[0159] Embodiment 2 of the present invention provides a policy scheduling method, which is applied to the first policy scheduling device, such as figure 2 As shown, the method may include:

[0160] S201. Receive a service request message sent by the first channel;

[0161] Wherein, the service request message includes the content of the service request; the first channel is any channel that interacts with the first policy scheduling device.

[0162] Optionally, the service request message may further include a first customer feature set; wherein, the first customer feature set includes at least one customer feature.

[0163] Wherein, the first customer feature set included in the service request message is at least one feature information of the current access user of the channel through which the service request message is sent;

[0164] Exemplarily, the first customer feature set includes at least the customer identification (customer phone number); the first customer fea...

Embodiment 3

[0318] Embodiment 3 of the present invention provides a policy scheduling method, which is applied to a second policy scheduling device, and the second policy scheduling device may be a server or a database; Figure 5 As shown, the method may include:

[0319] S501. According to preset execution conditions, determine that the second strategic plan is executable;

[0320] Wherein, the second strategic plan is any one in the set of strategic plans;

[0321] The strategy plan and the set of strategy plans have been described in detail in the first embodiment, and the second strategy plan in this embodiment can be any strategy plan, which will not be repeated here.

[0322] Specifically, determining whether the second strategy plan is executable is by judging whether the second strategy plan satisfies the preset execution condition, and only the strategy plan that meets the preset execution condition can be executed; the present invention does not specify the specific content of ...

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Abstract

The embodiment of the invention provides a method, device and system for strategy scheduling, and relates to the technical field of communication. The experience of obtaining the same service request content by clients from a service center is consistent. According to the scheme, the method comprises the steps that a service request message sent from a first channel is received, wherein the service request message comprises service request content, and the first channel is any channel which interacts with a first strategy scheduling device; a first strategy plan corresponding to the service request content is obtained, wherein the first strategy plan is not mutually exclusive to a currently executed strategy of the first channel; service strategies, corresponding to the first strategy plan, of the first channel are concentrated to the first channel. The method, device and system are used for service strategy scheduling.

Description

technical field [0001] The present invention relates to the field of communication technology, in particular to a policy scheduling method, device and system. Background technique [0002] With the development of enterprise or operator customer scale and business, the business volume of the service center continues to grow, the types of business are also increasing, and the types of channels of the service center are also expanding. [0003] The current service center system implements its own service strategy through multiple channels (such as voice, SMS, multimedia, Internet, etc. channels of the call center), and uses system resources to provide services to customers, such as voice, SMS, multimedia, Internet, etc. Channels ;At present, the service strategy adopted by each channel in the service center system is managed by one or more departments, and each department defines and maintains the service strategy separately, and during the operation of the service center, the ...

Claims

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Application Information

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IPC IPC(8): H04L29/08
CPCH04L41/5041H04L67/60
Inventor 王伟唐星星
Owner HUAWEI TECH CO LTD
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