Comprehensive customer service information service method and system

An information service system and customer service technology, which is applied in the field of comprehensive customer service information service methods and systems, can solve problems such as the inability to realize the unified storage and maintenance of user data of the manual service system and the intelligent service system, and save manpower and material resources, reduce workload, and the effect of improving service efficiency

Pending Publication Date: 2022-04-22
中国人民解放军61623部队
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0005] The present invention aims at the problem that the existing technology cannot realize the unified storage and maintenance of user data of the artificial station traffic system, the intelligent traffic system and the online customer service platform, and proposes the present invention

Method used

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  • Comprehensive customer service information service method and system
  • Comprehensive customer service information service method and system
  • Comprehensive customer service information service method and system

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Embodiment Construction

[0066] In order to make the technical problems, technical solutions and advantages to be solved by the present invention clearer, the following will describe in detail with reference to the drawings and specific embodiments.

[0067] Such as figure 1 As shown, the embodiment of the present invention provides an integrated customer service information service system, which is used to realize the integrated customer service information service method. Such as figure 1 The block diagram of the comprehensive customer service information service system is shown, the system includes: user nodes, artificial desk call system, intelligent call system, online customer service platform and unified background.

[0068] in:

[0069] The user node is used to send service tasks to the manual call system or intelligent call system or online customer service platform.

[0070] The artificial station traffic system is used to receive service tasks, obtain information through the unified back...

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Abstract

The invention discloses a comprehensive customer service information service method and system, and relates to the technical field of business consultation services. Comprising a user node, a manual station telephone traffic system, an intelligent telephone traffic system, an online customer service platform and a unified background, wherein the user node is used for sending a service task to a manual station telephone traffic system or an intelligent telephone traffic system or an online customer service platform; the artificial station telephone traffic system is used for receiving the service task, acquiring information through the unified background and completing the service task; the intelligent telephone traffic system is used for receiving the service task, acquiring information through the unified background and completing the service task; the online customer service platform is used for receiving the service task, acquiring information through the unified background and completing the service task; and the unified background is used for storing data of the manual station telephone traffic system, the intelligent telephone traffic system and the online customer service platform. According to the invention, unified storage and maintenance of user data of a manual station telephone traffic system, an intelligent telephone traffic system and an online customer service platform can be realized.

Description

technical field [0001] The invention relates to the technical field of business consulting services, in particular to a comprehensive customer service information service method and system. Background technique [0002] At present, the circuit switching system is still retained in some fields, and the traditional manual call system, online customer service system and intelligent call system of the relevant customer service centers coexist. The background deployment of each system is scattered, the data sharing is missing, and the support means are outdated, resulting in low service efficiency. , It is difficult to operate and maintain. [0003] The three systems need to maintain user, number, and knowledge base data. The update and maintenance of the same data needs to be repeated three or more times, which is a waste of manpower and material resources. It is also difficult to ensure the consistency of data in each system, causing users to use different channels. The querie...

Claims

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Application Information

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IPC IPC(8): G06Q10/06G06Q30/00G06Q30/06H04M3/51
CPCG06Q10/06395G06Q30/016G06Q30/0601H04M3/5141
Inventor 李伟祁正伟房静静毕永红柏华英成绩李丹姜卫军王娜娜丁琦王熙苒徐智淼刘蔚黄玉彬卢娟娟邹坤刘梦胡蝶陈芝霖翟传鑫
Owner 中国人民解放军61623部队
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