Customer service distribution method and device

A distribution method and customer service technology, applied in the field of online customer service, can solve problems such as poor distribution accuracy of customer service clients, and achieve the effect of improving distribution accuracy

Active Publication Date: 2020-08-18
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Since the above-mentioned customer service allocation method only considers whether the customer service client is busy, the customer service client allocated by the above method may not be the most suitable customer service client to provide services to the user client, and the accuracy of the customer service client allocation is poor. question

Method used

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  • Customer service distribution method and device
  • Customer service distribution method and device
  • Customer service distribution method and device

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Experimental program
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Embodiment Construction

[0033] In order to make the object, technical solution and advantages of the present invention clearer, the implementation manner of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0034] Please refer to figure 1 , which shows a schematic structural diagram of an online customer service system provided by an embodiment of the present invention. This online customer service system includes: user client 110, customer service management server 120 and customer service client 130.

[0035] The user client 110 runs on a terminal capable of transmitting and receiving data, such as a smart phone, a personal computer, a tablet computer, and the like. The user establishes a communication connection with the customer service client 130 in the online customer service system through the user client 110, and accepts the customer service provided by the customer service.

[0036] Optionally, the user client 110 is a web clie...

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Abstract

The invention discloses a customer service distribution method and device, belonging to the field of online customer service. The method includes: when receiving the customer service request sent by the user client, obtaining the customer service IP address of the customer service client; determining the IP feature information of the customer service client according to the customer service IP address; detecting whether the IP feature information of the customer service client meets the predetermined conditions; If the characteristic information meets the predetermined conditions, the customer service client is assigned to the user client as the target customer service client; it solves the problem that the customer service client assigned to the user client cannot fully consider the characteristics of the customer service client when assigning the customer service client to the user client Based on the IP feature information of the customer service client, analyze the service capability of the customer service client and the matching degree between the customer service client and the user client, so as to assign a more suitable customer service client to the user client , improving the allocation accuracy of the allocation customer service client.

Description

technical field [0001] The invention relates to the field of online customer service, in particular to a customer service distribution method and device. Background technique [0002] The online customer service system is a system that provides customer service to users by means of Instant Message (IM). The online customer service system usually includes: a user client, a customer service management server and multiple customer service clients. [0003] When the user client needs customer service, the customer service management server allocates a customer service client to the user client to provide customer service from a plurality of customer service clients. A current customer service allocation method includes: the customer service management server obtains the online status and idle time of each customer service client; inquires out a customer service client that is currently online and has the longest idle time and determines it as the target customer service client;...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/24H04L29/12
CPCH04L41/5061H04L2101/69
Inventor 殷腾飞
Owner TENCENT TECH (SHENZHEN) CO LTD
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