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Method, device and system for dynamic adjustment of mobile agent service capability

A business capability and dynamic adjustment technology, applied in the communication field, can solve the problems of poor flexibility of mobile agent business adjustment and insufficient intelligence of human-computer interaction, and achieve the effect of intelligent human-computer interaction and improved adjustment flexibility

Active Publication Date: 2020-01-31
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, in the prior art, for the mobile agent terminal, when the environment where the mobile agent terminal is located changes and the mobile agent service capability of the mobile agent terminal is no longer applicable, the administrator can only make dynamic adjustments so that the mobile agent The mobile agent business adjustment flexibility of the terminal is poor, resulting in insufficient intelligence of human-computer interaction

Method used

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  • Method, device and system for dynamic adjustment of mobile agent service capability
  • Method, device and system for dynamic adjustment of mobile agent service capability
  • Method, device and system for dynamic adjustment of mobile agent service capability

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Embodiment Construction

[0034] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0035] figure 1 It is a schematic flowchart of Embodiment 1 of the method for dynamically adjusting the service capability of a mobile agent in the present invention. The embodiment of the present invention provides a method for dynamically adjusting the service capability of a mobile agent. The method can be executed by any device that implement...

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Abstract

An embodiment of the invention provides a mobile customer service staff service capability dynamic adjusting method, device and system. The method includes receiving environment feature parameters reported by mobile customer service staff terminals; and dynamically adjusting the mobile customer service staff service capability according to the environment feature parameters and the mobile customer service staff service capability information. By adopting the method, device and system provided by the invention, mobile customer service staff service capability adjusting flexibility is improved and man-machine interaction becomes more intelligent.

Description

technical field [0001] The embodiments of the present invention relate to communication technologies, and in particular to a method, device and system for dynamically adjusting service capabilities of mobile agents. Background technique [0002] The agent terminal is a very important device in the call center, and it is the interactive operation interface for the service representative when serving the user. With the rapid development of the computer and communication integration technology (Computer and Telephony Integrator; The experience requirements of the center are getting higher and higher, so it is very important how to configure the agent service capability reasonably for the agent terminal. [0003] In the prior art, when configuring agent service capabilities for agent terminals, the administrator generally configures the service types of the call center in the configuration console, and assigns the agent service types that can be handled to each agent terminal. ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51
Inventor 阙燕文
Owner HUAWEI TECH CO LTD
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