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Customer service allocation and management method and device

A distribution method and customer service technology, applied in the field of customer service, can solve problems such as low transfer efficiency, users cannot get customer service, transfer failure, etc., and achieve the effect of improving transfer success rate, improving transfer efficiency, and ensuring timeliness

Active Publication Date: 2022-07-01
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, when the number of unprocessed users is large, the transfer efficiency is low. At the same time, if the transferred customer service personnel or customer service group is not online, the transfer fails, and the user cannot receive timely customer service.

Method used

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  • Customer service allocation and management method and device
  • Customer service allocation and management method and device
  • Customer service allocation and management method and device

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Embodiment Construction

[0058] In order to make the objectives, technical solutions and advantages of the present invention clearer, the present invention will be further described in detail below with reference to the accompanying drawings. The described embodiments should not be regarded as limitations of the present invention, and those of ordinary skill in the art do not make any creativity. All other embodiments obtained under the premise of labor belong to the protection scope of the present invention.

[0059]In the following description, reference is made to "some embodiments" which describe a subset of all possible embodiments, but it is understood that "some embodiments" can be the same or a different subset of all possible embodiments, and The technical solutions described in the embodiments of the present invention may be combined with each other without conflict.

[0060] In the following description, the related terms "first", "second", etc. are only used to distinguish similar objects,...

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PUM

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Abstract

The invention provides a customer service distribution and management method and device. Wherein, the method includes: detecting the storage state of the customer service queue corresponding to the first customer service client; when the storage state indicates that there is at least one unserved user in the customer service queue, loading a control for releasing the user; responding to According to the trigger event received by the control, the state cache data of the second customer service client that is in the same customer service group as the first customer service client is obtained; based on the state cache data of the second customer service client, the target customer service client is determined ; Allocate the unserved user to the target customer service client, so that the target customer service client provides customer service for the unserved user. Through the present invention, the transfer efficiency and the transfer success rate can be improved, so as to ensure the timeliness of providing customer service to unserved users.

Description

technical field [0001] The present invention relates to the field of customer service, in particular to a method and device for customer service distribution and management. Background technique [0002] With the rapid development and popularization of the Internet, a customer service system, such as an online customer service system, is a system in which customer service personnel provide customer service to users by using instant messaging, and plays an important role in the business activities of an enterprise, namely the customer service system. It is a service window that closely links enterprises and users. [0003] In the related art, when the customer service staff is close to the off-duty time, they find that there are unfinished users in the customer service queue they serve. At this time, the customer service staff needs to transfer the unfinished users to a customer service staff one by one before leaving get off work. or customer service team. However, when the...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523
CPCH04M3/523
Inventor 张宇希
Owner TENCENT TECH (SHENZHEN) CO LTD
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