Customer service method and system for human-machine mixed platooning

Abstract

The invention discloses a customer service system with man-machine mixed arrangement, which includes a predictive outbound call unit, an incoming call processing unit, an intelligent robot, an artificial agent group, an agent monitoring unit, and an analysis and processing unit; the artificial agent group includes an intelligent agent group and an ordinary The agent group; the predictive outbound call unit uses the outbound call prediction algorithm to perform automatic dialing; the inbound call processing unit answers the incoming call from the customer and transfers it to the intelligent robot or the artificial agent group; the agent monitoring unit monitors and counts each person in the artificial agent group The order number and order rate of artificial seats, and adjust the artificial seat group according to the order number and order rate. In addition, the invention also discloses a customer service method of man-machine mixed arrangement. The customer service method and system disclosed in the present invention can improve the efficiency of artificial seats, and efficiently manage artificial seats, and can be flexibly configured and adjusted according to different business needs during the operation process.

Description

technical field [0001] The present invention relates to the field of communication technology, in particular to a customer service method and system for man-machine mixed arrangement. Background technique [0002] The call center is a comprehensive information service system implemented using modern communication and computer technology, which can automatically and flexibly handle a large number of incoming and outgoing calls; in addition, the call center can provide query, summary, Statistical analysis and other functions to assist enterprises in decision-making. [0003] At present, call centers are widely used in various industries such as telecommunications, finance, government agencies, electric power, and postal services. With the development of computer telephony integration technology and the rapid development of artificial intelligence technology, the intelligent voice response system is introduced in the call center, the call center develops rapidly, the scale is ...

AI Technical Summary

Problems solved by technology

Among them, the low-level artificial agents have a relatively low order number, while the artificial agents who maliciously screen numbers have a relatively high order number but a low connection order rate per unit time. The order conversion rates of these two types of artificial agents are low and wasteful. Number data and communication charges

For this reason, traditional call centers use the method of setting the maximum number of outbound calls to limit the daily outbound calls of each artificial agent, but this method still cannot fundamentally control the risk

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