Customer service session request processing method and device and electronic equipment

Abstract

The embodiment of the invention provides a customer service session request processing method and device and electronic equipment. The method comprises the following steps: acquiring a session requestqueue to be processed; determining a target session request queue meeting a preset waiting condition from the session request queues, wherein the session request queue comprises session requests of clients with the same session priority; allocating a target agent to any target session request queue from agents in an idle state, the target agent corresponding to the session priority of any targetsession request queue, wherein the session priority of the target session request queue is higher than that of any target session request queue in all target session request queues corresponding to the target agent; and processing the session request located at the first place in any one target session request queue through the target agent. Based on the scheme, the requirement for the service level of agent personnel can be lowered, differentiated services can be provided for users conveniently, and the service quality of the users can be improved.

Description

technical field [0001] The present application relates to the field of computer technology, and in particular, the present application relates to a method, device and electronic equipment for processing a customer service session request. Background technique [0002] In the banking system, customer service agent positions are generally set up to provide users with dialogue consultation or online text consultation services. At present, in most customer service systems, the queue order of customers is determined according to the time when the customer's session request is received, and agents are dispatched to provide services to customers according to the principle of first-come-first-served. [0003] In the existing method, the agents need to be familiar with a large amount of business knowledge in order to solve various problems that customers may raise. The requirements for the professional level of the agents are relatively high, which increases the training cost of the ...

AI Technical Summary

Problems solved by technology

[0003] In the existing method, the agents need to be familiar with a large amount of business knowledge in order to solve various problems that customers may raise. The requirements for the professional level of the agents are relatively high, which increases the training cost of the enterprises for the agents and increases the service quality of the agents. Difficulty, it is also difficult to implement differentiated services according to the specific situation of users

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