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Incoming call intention display method and device

An intention and incoming call technology, applied in the computer field, can solve the problems of scattered, incomplete information, and inability to accurately determine the incoming call intention of the caller, so as to reduce the communication time and improve the communication efficiency.

Pending Publication Date: 2021-10-15
MASHANG CONSUMER FINANCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

And this information is all the information recorded by the customer service personnel who connected in the past. If the customer service personnel did not record it well, what the customer service personnel who are currently connecting will see is scattered and incomplete information, which will cause the customer service personnel to fail. Accurately determine the calling intent of the calling user

Method used

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  • Incoming call intention display method and device
  • Incoming call intention display method and device
  • Incoming call intention display method and device

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Embodiment Construction

[0033] Exemplary embodiments of the present application will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present application are shown in the drawings, it should be understood that the present application may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided for thorough understanding of the application and to fully convey the scope of the application to those skilled in the art.

[0034] It should be noted that, unless otherwise specified, technical terms or scientific terms used in this application shall have the usual meanings understood by those skilled in the art to which this application belongs.

[0035] In the existing technology, in order to determine the intention of the caller and provide better services for the caller, the customer service either communicates with the caller to determine the caller’s intention, or...

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Abstract

The invention provides an incoming call intention display method and device, and the method comprises the steps: displaying the basic information of an incoming call user in a first display region of an operation interface, and enabling the basic information to be obtained through the matching of an incoming call identifier of the incoming call user; before the incoming call connection is successful or when the incoming call connection is successful, displaying an intention label of the incoming call user in a second display area of the operation interface, the intention label being used for representing the purpose of the incoming call of the incoming call user, wherein the intention label is obtained by extracting behavior data of the incoming call user, and the behavior data is obtained based on basic information or incoming call identification matching. Therefore, when the user calls, the customer service staff can determine the intention of the incoming call of the user at the moment through the intention label of the incoming call user displayed in the second display area, so that the customer service staff can determine the intention of the incoming call user more quickly and accurately, the communication efficiency between the customer service staff and the incoming call user is improved, and better service is provided for the incoming call user.

Description

technical field [0001] The present application relates to the field of computer technology, and in particular to a method and device for displaying an incoming call intention. Background technique [0002] The so-called call intention refers to the purpose of the user to call the customer service hotline. When the user has certain needs that need to be solved, the user usually calls the customer service hotline, and the customer service personnel in the customer service hotline will solve these needs. The customer service personnel need to provide corresponding services for the user according to the user's call intention. [0003] At present, the customer service personnel mainly use the following two methods to determine the calling intention of the calling user. The first method: after the customer service personnel establishes a connection with the caller, the customer service personnel communicates with the caller to confirm the caller's intention of the caller. The s...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04M3/51H04L29/08
CPCH04M3/42059H04M3/5175H04M2203/10H04M2203/55H04L67/535
Inventor 李健郭剑霓王素文吴海英蒋宁曾琳铖曦
Owner MASHANG CONSUMER FINANCE CO LTD
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