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Method and device for processing incoming calls from users

A technology for users and incoming calls, which is applied in the field of data processing, can solve the problems that affect the connection efficiency of the call center, the user's personal experience, the inability to solve the user in time, and the lack of consideration of individual factors, etc., so as to reduce the probability of hanging up the phone and improve the user experience. Experience and improve the effect of connection rate

Active Publication Date: 2018-08-31
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, this method will lead to the fact that once a user enters the queue, the order of their position in this queue is completely determined, and the personalized factors that affect the user's expectation and the urgency of the problem are not considered at all, so the urgent problem may not be solved. Timely solutions, and a large number of users in the queuing process failed to receive answers within the expected time and left, resulting in a large number of call losses and affecting the overall connection efficiency of the call center and the user's personal experience

Method used

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  • Method and device for processing incoming calls from users
  • Method and device for processing incoming calls from users
  • Method and device for processing incoming calls from users

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Embodiment Construction

[0020] Embodiments of the present application are described in detail below, examples of which are shown in the drawings, wherein the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary, and are only for explaining the present application, and should not be construed as limiting the present application. On the contrary, the embodiments of the present application include all changes, modifications and equivalents falling within the spirit and scope of the appended claims.

[0021] The method for processing an incoming call from a user, the control device, and the controlled method and device according to the embodiments of the present application will be described below with reference to the accompanying drawings.

[0022] figure 1 It is a schematic flow chart of a method for processing user calls proposed by an embodiment of...

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Abstract

The invention provides a method and device for processing a user incoming call. The method for processing a user incoming call includes the steps of: reading incoming call information of a user incoming call; according to the incoming call information, obtaining existing label information of a user; obtaining a value of missing label information of the user, calculating an expected value of the user according to a value of the existing label information and the value of the missing label information, and calculating an urgency value according to incoming call information; and according to the expected value and the urgency value, processing the user incoming call. The method can reduce the probability of hanging up after the user enters a queuing system, thereby reducing call loss, improving a call completing rate, and improving user experience.

Description

technical field [0001] The present application relates to the technical field of data processing, and in particular to a method and device for processing incoming calls from users. Background technique [0002] When the user makes a call to the call center, he will first go through the interactive voice response system (IVR, Interactive Voice Response), enter the virtual queuing system (VQ, Virtual Queuing) after pressing the button or voice interaction, wait for the agent to connect, and enter the queuing system If you hang up the phone at last, it will cause call loss. [0003] At present, the method for processing incoming calls from users is mainly to queue up in the order of first come, first served, that is, to give priority to serving users who enter the system first. [0004] However, this method will lead to that once the user enters the queue, their position order in this queue has been completely determined, and the personalized factors that affect the user's exp...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523
Inventor 高玉涛郭庆榕李奕彤
Owner ADVANCED NEW TECH CO LTD
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