Call center customer service system knowledge base system method

Abstract

The invention relates to a call center customer service system knowledge base system method. The method comprises the steps that a customer service executive understanding model is established; a two-level penetration system is established; a customer problem system, a business scenario system and a service situation system are integrated; and a speech flow chart model is established. According to the scheme of the invention, the disadvantages of a traditional knowledge base system are solved; the work difficulty of a customer service executive is reduced; and the work efficiency is improved.

Description

technical field [0001] The invention belongs to the field of customer service of a large call center, relates to a knowledge base system of a call center customer service system, and in particular relates to a knowledge base system method of a call center customer service system. Background technique [0002] With the establishment and operation of an intensive and specialized public utility service platform, the call center customer service system of public service centers has become an increasingly important proportion of serving power customers. The call center customer service system is an important channel to serve the "last mile" of power customers. It unifies customer service standards, eliminates regional urban-rural differences, improves demand response speed, and improves customer service perception. The call center customer service system uses big data analysis results to enhance the pertinence of services, strengthens customer service supervision with online real...

AI Technical Summary

Problems solved by technology

[0005] 1. Unable to achieve intelligent positioning from customer problems to knowledge points

The level of understanding of customer service specialists is uneven, and the traditional knowledge base system cannot combine customer demands with business knowledge

[0006] 2. It is difficult to realize the intelligent fast positioning function

This will lead to problems in business guidance and provide wrong services to customers.

[0007] 3. Knowledge points need to be searched through multi-level directories, and it is difficult to realize the intelligent association interactive function

These 4 knowledge points have a strong internal correlation, but they all belong to scattered knowledge and are scattered under different paths, causing customer service specialists to point and click in different paths. There is no general flow chart model to capture all the knowledge string up

[0008] 4. It is difficult to change standardized terminology

When the customer service specialist finds the corresponding knowledge points, because the customer service specialist receives customized training and uses standardized terms, many times the customer service specialist explains it, but the customer does not understand