CN107800896A - Telephone service exchange method and device - Google Patents
Telephone service exchange method and device Download PDFInfo
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- CN107800896A CN107800896A CN201710090616.6A CN201710090616A CN107800896A CN 107800896 A CN107800896 A CN 107800896A CN 201710090616 A CN201710090616 A CN 201710090616A CN 107800896 A CN107800896 A CN 107800896A
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- 238000000034 method Methods 0.000 title claims abstract description 33
- 238000004891 communication Methods 0.000 claims abstract description 40
- 235000021167 banquet Nutrition 0.000 claims abstract description 31
- 230000003993 interaction Effects 0.000 claims abstract description 18
- 230000002452 interceptive effect Effects 0.000 claims description 22
- 238000010586 diagram Methods 0.000 description 7
- 230000008859 change Effects 0.000 description 6
- 230000005540 biological transmission Effects 0.000 description 3
- 238000004364 calculation method Methods 0.000 description 2
- 230000008569 process Effects 0.000 description 2
- 241000208340 Araliaceae Species 0.000 description 1
- 241000196324 Embryophyta Species 0.000 description 1
- 235000005035 Panax pseudoginseng ssp. pseudoginseng Nutrition 0.000 description 1
- 235000003140 Panax quinquefolius Nutrition 0.000 description 1
- 230000009471 action Effects 0.000 description 1
- 230000008901 benefit Effects 0.000 description 1
- 238000004590 computer program Methods 0.000 description 1
- 238000013500 data storage Methods 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 238000000605 extraction Methods 0.000 description 1
- 235000008434 ginseng Nutrition 0.000 description 1
- 230000036541 health Effects 0.000 description 1
- 230000010365 information processing Effects 0.000 description 1
- 238000007689 inspection Methods 0.000 description 1
- 239000000203 mixture Substances 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 238000012545 processing Methods 0.000 description 1
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- 238000012360 testing method Methods 0.000 description 1
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4931—Directory assistance systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The present invention relates to a kind of telephone service exchange method and device, methods described to include：Establish and communicate to connect according to telephone communication mode and user terminal, obtain the termination number of the user terminal；The user for the incoming call user that inquiry matches with the termination number identifies；History access information of the incoming call user in preset time period is inquired about out of attend a banquet Service Database according to user mark；For customer service terminal corresponding to user terminal distribution；The history access information is sent to the customer service terminal, the customer service terminal is shown the history access information.The above method and device realize the history access information that incoming call user is actively pushed to customer service terminal so that contact staff would know that the history access information of incoming call user.So as to be best understood from the phone interaction demand of the user, the efficiency of phone interaction is improved.
Description
Technical field
The present invention relates to technical field of information processing, more particularly to a kind of telephone service exchange method and device.
Background technology
It is a kind of mode being in daily use to carry out various types of business handlings and consulting using phone.Plain Old Telephone Service is handed over
In mutual method, when carrying out man-machine interactively, the inlet wire before phone contact staff can not know incoming call user is recorded with going through
History consultation information, the demand of repeat specification oneself is required for so as to cause user to send a telegram here every time, contact staff is further according to user's
Speech explanation handles the business of correlation for it so that phone interacts less efficient.
The content of the invention
Based on this, it is necessary to for above-mentioned technical problem, there is provided a kind of phone that can improve telephone service interactive efficiency
Service interaction method and device.
A kind of telephone service exchange method, the described method comprises the following steps：
Establish and communicate to connect according to telephone communication mode and user terminal, obtain the termination number of the user terminal；
The user for the incoming call user that inquiry matches with the termination number identifies；
Incoming call user's going through in preset time period is inquired about out of attend a banquet Service Database according to user mark
History access information；
For customer service terminal corresponding to user terminal distribution；
The history access information is sent to the customer service terminal, the customer service terminal is shown that the history accesses letter
Breath.
In one of the embodiments, after the step of obtaining the termination number of user terminal, in addition to：
Voice guidance message is sent to the user terminal；
The operation information that user terminal described in real-time reception is sent according to the guidance information；
It is determined that contact project corresponding with the operation information；
Path is contacted according to corresponding to the contact project with Contact Term purpose query time generation；
After for the step of customer service terminal corresponding to user terminal distribution, in addition to：
The contact path is sent to the customer service terminal, makes to contact path described in the customer service terminal real-time display.
In one of the embodiments, it is described that the incoming call is inquired about out of attend a banquet Service Database according to user mark
The step of history access information of the user in preset time period, including：
The type of service according to corresponding to determining the contact project；
The interface to match with the type of service is called, establishes and connects with the Service Database of attending a banquet；
Inquiry accesses with the history that the type of service and user mark associate from the Service Database of attending a banquet
Information.
In one of the embodiments, it is determined that after Contact Term purpose step corresponding with the operation information, also wrap
Include：
Inquiry knowledge information corresponding with the contact project；
After for the step of customer service terminal corresponding to user terminal distribution, in addition to：
The knowledge information is sent to the customer service terminal, the customer service terminal is shown the knowledge information.
It is in one of the embodiments, described to establish the step of communicating to connect according to telephone communication mode and user terminal,
Including：
Pending termination number is obtained in pond from paying a return visit, described pay a return visit stores multiple unfinished phone interactions in pond
Termination number and/or the termination number for treating actively to pay a return visit being extracted；
Communication request is initiated to user terminal corresponding to the termination number, establishes and communicates to connect with the user terminal.
A kind of telephone service interactive device, described device include：
Module is established in communication connection, is communicated to connect for being established according to telephone communication mode and user terminal, described in acquisition
The termination number of user terminal；
User confirms module, and the user for inquiring about the incoming call user to match with the termination number identifies；
History access information enquiry module, for according to user mark inquire about out of attend a banquet Service Database it is described come
History access information of the electric user in preset time period；
Customer service terminal distribution module, for for the user terminal distribution corresponding to customer service terminal；
Info push module, for the history access information to be sent to the customer service terminal, make the customer service terminal
Show the history access information.
In one of the embodiments, described device also includes：
Path-generating module is contacted, for sending voice guidance message to the user terminal；User described in real-time reception
The operation information that terminal is sent according to the guidance information；It is determined that contact project corresponding with the operation information；According to described
Contact project contacts path corresponding to being generated with the Contact Term purpose query time；
Described information pushing module is additionally operable to send the contact path to the customer service terminal, makes the customer service terminal
Path is contacted described in real-time display.
In one of the embodiments, the logical history access information enquiry module is additionally operable to true according to the contact project
Type of service corresponding to fixed；The interface to match with the type of service is called, establishes and connects with the Service Database of attending a banquet；
The history access information that inquiry associates with the type of service and user mark from the Service Database of attending a banquet.
In one of the embodiments, described device also includes：
Knowledge information enquiry module, for inquiring about knowledge information corresponding with the contact project；
Described information pushing module is additionally operable to send the knowledge information to the customer service terminal, makes the customer service terminal
Show the knowledge information.
In one of the embodiments, the communication connection establishes module and is additionally operable to obtain pending end from return visit pond
Hold number, it is described to pay a return visit the termination numbers that multiple unfinished phone interactions are stored in pond and/or what is be extracted treat actively to pay a return visit
Termination number；Communication request is initiated to user terminal corresponding to the termination number, communication link is established with the user terminal
Connect.
Above-mentioned telephone service exchange method and device, by establishing communication link according to telephone communication mode and user terminal
Connect, obtain the termination number of user terminal；Identified in the user that incoming call user is determined according to termination number；Identified according to the user
History access information of the inquiry incoming call user in preset time period out of attend a banquet Service Database；And distributed to for user terminal
Corresponding customer service terminal sends the history access information, customer service terminal is shown history access information.Realize actively to customer service
The history access information of terminal push incoming call user so that contact staff would know that the history access information of incoming call user.So as to
The phone interaction demand of the user can be best understood from, improves the efficiency of phone interaction.
Brief description of the drawings
Fig. 1 is the applied environment figure of telephone service exchange method in one embodiment；
Fig. 2 is the cut-away view of server in one embodiment；
Fig. 3 is the flow chart of telephone service exchange method in one embodiment；
Fig. 4 is the schematic diagram at customer service terminal display interface in one embodiment；
Fig. 5 is that according to user's mark, inquiry sends a telegram here user in preset time out of attend a banquet Service Database in one embodiment
Section in history access information the step of flow chart；
Fig. 6 is the schematic diagram at customer service terminal display interface in another embodiment；
Fig. 7 is the structured flowchart of telephone service interactive device in one embodiment；
Fig. 8 is the structured flowchart of telephone service interactive device in another embodiment；
Fig. 9 is the structured flowchart of telephone service interactive device in another embodiment.
Embodiment
In order to make the purpose , technical scheme and advantage of the present invention be clearer, it is right below in conjunction with drawings and Examples
The present invention is further elaborated.It should be appreciated that specific embodiment described herein is only to explain the present invention, not
For limiting the present invention.
The telephone service exchange method that the embodiment of the present invention is provided, can be applied in application environment as shown in Figure 1.Ginseng
Fig. 1 is examined, user terminal 110 is established by server 120 and customer service terminal 130 and connected.Server 120 is according to telephone communication mode
It is connected with user terminal 110, after user's mark is confirmed, from querying service database and the corresponding history of user's mark of attending a banquet
Access information, and be customer service terminal 130 corresponding to user terminal distribution, the history access information is sent to the customer service distributed
Terminal 130, make to show the history access information in customer service terminal 130, so that contact staff is clearly understood that user's
History mutual information, improve phone interactive efficiency.
Fig. 2 is the internal structure schematic diagram of server in one embodiment.The server includes connecting by system bus
Processor, non-volatile memory medium, built-in storage and network interface.Wherein, the non-volatile memory medium of the server
It is stored with operating system, database and telephone service interactive device.It is stored with database related to telephone service interactive device
Data, for example be stored with the information such as the basic data and business process rule of different business, condition and flow.The telephone service
Interactive device is used to realize a kind of telephone service exchange method.The processor of the server is used to provide calculating and control ability,
Support the operation of whole server.The built-in storage of the server is the telephone service interactive device in non-volatile memory medium
Operation environment is provided, computer-readable instruction can be stored with the built-in storage, the computer instruction readable instruction is processed
When device performs, a kind of telephone service exchange method of computing device may be such that.The network interface of the server is used for and outside
User terminal and customer service terminal connection communication, for example receive the business consultation of user terminal or handle request, it is user terminal
Customer service terminal etc. corresponding to distribution.Server can with independent server either multiple server groups into server cluster
To realize.
It will be understood by those skilled in the art that the structure shown in Fig. 2, the only part related to application scheme knot
The block diagram of structure, does not form the restriction for the server being applied thereon to application scheme, and specific server can include
Than more or less parts shown in figure, either combine some parts or arranged with different parts.
In one embodiment, as shown in Figure 3, there is provided a kind of telephone service exchange method.The present embodiment is in this way
Illustrated applied to the server shown in Fig. 2.Specifically comprise the following steps：
Step 302, after establishing communication connection according to telephone communication mode and user terminal, the terminal number of user terminal is obtained
Code.
In the present embodiment, server actively can send communication connection request by telephone communication mode to user terminal, also
The communication connection request actively initiated by user terminal can be received, and then establishes and communicates to connect with user terminal.Wherein, communication link
The termination number for including user terminal in request is connect, the termination number is that phone number or base number etc. are therein any one
Kind.
Step 304, the user for the user that inquiry matches with terminal number identifies.
In the present embodiment, server can be established by preset interface and User Information Database and connected.The user profile number
According to the essential information that multiple users are stored in storehouse, including address name, sex, age, contact method etc. it is therein a kind of or
It is a variety of, include user's mark of user.User is identified for user identity corresponding to unique identification, can be by presetting digit capacity
The user number of the compositions such as digital, alphabetical or other symbols.
Server can inquire about the correspondent party to match according to the termination number after termination number is got from database
Formula, the user corresponding to the contact method to match inquired is defined as incoming call user, and obtains incoming call user's
User identifies.
In one embodiment, when the user inquired according to termination number includes multiple, body is sent to user terminal
Part checking request；Receive the authentication information that user terminal is sent according to authentication request；It is true according to authentication information
User corresponding to fixed；User's mark of user determined by acquisition.
It should be noted that when the termination number corresponds to multiple user profile, server can be sent to user terminal
Authentication request, the authentication request are the information of voice prompt for needing to carry out authentication.Specifically, user can be prompted
Input the identification card number of the part digit of oneself.For example can be this 8 bit digital of date of birth on input identity card, 8 digit
Word is the authentication information of user.The authentication information that user terminal can be inputted user is sent to server, is made
Server receives the authentication information.Specifically, server can be by the authentication information and the multiple users inquired
In ID card No. matched, the user profile matched is determined as user profile corresponding to the termination number.
When the user inquired includes multiple, authentication further also is carried out to user terminal, so as to ensure confirmed user
The accuracy of information.Using the identification card number of part digit and not all ID card No. is by way of checking information,
The convenience of user's input can be improved.
Step 306, incoming call user's going through in preset time period is inquired about out of attend a banquet Service Database according to user's mark
History access information.
In the present embodiment, the history access information of each termination number is have recorded in Service Database of attending a banquet.The history is visited
Ask that information may include by access information caused by liaison mode, by access information caused by the interactive mode of cabinet face and pass through
Access information etc. caused by software application or website visiting mode.Include corresponding interactive mode in every access information, connect
Touch time started, contact end time, contact path etc..
Wherein, path is contacted by being formed including contact project and corresponding time of contact, may also include handling for the project
Status information.Project, which handles state, to be included handling failure and success two states.As shown in figure 4, current interactive information therein
" 10 in display area 420：29：15 135********95511 incoming calls ", " 10：30：22 IVR change from charge account is gone out
Failure ", " 10：31：10 entrance manual service life insurance queues ", " 10：32：Every information such as 46 universal life insurance account inquiries ", all it is
Contact path.
Further, history access information also includes the incoming call statistical information for access information caused by liaison mode.
Incoming call statistical information includes every kind of Contact Term purpose statistics number.
Every history access information can be established incidence relation by server with corresponding user mark so that be marked according to user
Know the history access information that can be inquired with corresponding user.
Exemplified by insuring class business consultation, contact project may include charge account change business, contact method change business,
Declaration form inquiry and complaint etc..Accordingly, statistical information of sending a telegram here includes charge account change business number, contact method change business
Number, declaration form inquiry times and complaint number etc..
Preset time period can be the suitable nearest period pre-set, for example can be nearest one week or nearest one month
It is interior etc..
Step 308, it is customer service terminal corresponding to user terminal distribution.
In the present embodiment, server can obtain the Queued tasks quantity of multiple customer service terminals.By Queued tasks minimum number
A customer service terminal and the user terminal establish incidence relation, the customer service terminal is matched with user terminal, makes the visitor
Take the business that contact staff corresponding to terminal handles incoming call user.
Specifically, server can receive the manual service request of user terminal transmission, required consulting is carried in the request
Type of service, the customer service terminal to match for user terminal distribution with the type of service.
Server can call interactive voice answering (IVR, Interactive Voice Response) system to user
Terminal sends the prompt message of the selection of type of service consulting, and the prompt message can be that information of voice prompt or short message prompt are believed
Breath.Specifically, the selection prompt message includes the traffic type information handled for user's selection and its corresponding quick numbering,
The quick numbering has incidence relation with corresponding type of service so that user can input the quick numbering to represent in terminal
Corresponding selected type of service.For example quick numbering " 1 " represents type of service A；Quick numbering " 2 " represents type of service B
Deng.
User terminal can play the information of voice prompt or displaying short message prompt information, and receive user inputted it is fast
Victory numbering, the quick numbering is sent to server.Server is after the quick numbering of user terminal transmission is received, according to this
Quick numbering and the incidence relation of corresponding type of service, determine user's type of service to be handled.
Server is also provided with the corresponding relation of different service types and customer service terminal so that different customer service terminal processes pair
Answer the things of different service types.According to the type of the determination, the minimum customer service terminal distribution of corresponding Queued tasks number is given
The user terminal, further to improve business processing efficiency.
Step 310, history access information is sent to customer service terminal, customer service terminal is shown history access information.
In the present embodiment, server can be formed the history access information inquired according to the recorded information of each incoming call
One incoming call access information, and electric statistical information is also formed into a statistical information.All history in preset time are come
Point access information is sent to customer service terminal by bar number, customer service terminal is shown history access information.
Specifically, customer service terminal can be shown in terminal display interface after the history access information is received, with
So that corresponding contact staff would know that the history access information of user.Needed so as to be best understood from the interaction of the phone of the user
Ask, improve the efficiency of phone interaction.
In one embodiment, after the step of obtaining the termination number of user terminal, above-mentioned telephone service interaction side
Method also includes：Voice guidance message is sent to user terminal；The operation that real-time reception user terminal is sent according to guidance information is believed
Breath；It is determined that contact project corresponding with operation information；Connect according to contact project is corresponding with the generation of Contact Term purpose query time
Touch path.
Server can call IVR system to send voice guidance message to user terminal, and the voice guidance message is included to industry
The selection of service type and the information of voice prompt for whether needing manual service.User terminal can play the information of voice prompt,
The operation information of acquired user is sent to server.Server receive user terminal transmission operation information after,
The contact project according to corresponding to determining the corresponding relation between the default operation information and contact project, and obtain the contact
Query time corresponding to project, path is contacted according to corresponding to the query time and contact project generation.The contact path is entered
Row storage.
For example determine that corresponding contact project is " universal life insurance account inquiries " according to the operation information of user, and record and be somebody's turn to do
Contact Term purpose query time, for example be " 10: 46 32: ", then generate " 10：32：The contact of 46 universal life insurance account inquiries "
Path is simultaneously stored.After detecting and handling state to the Contact Term purpose, then this is handled into state renewal and arrive the contact road
In footpath.For example it is " success " to handle state, then above-mentioned contact path is updated for " 10：32：46 universal life insurance account inquiries into
Work(".
After the step of customer service terminal corresponding to being distributed for user terminal, in addition to：Contact path is sent to customer service
Terminal, customer service terminal real-time display is set to contact path.
Server sends in the contact path generated in real time to customer service terminal so that going back real-time display in customer service terminal, this connects
Touch path so that contact staff is more convenient for carrying out phone interaction with user, improves phone interactive efficiency.
For example, as shown in figure 4, schematic diagram for the customer service terminal display interface in one embodiment.Wrap at the interface
Include incoming call statistical information display area 410, current interactive information display area 420, history mutual information display area 430.Should
Three display areas illustrate the history access information and current accessed information of corresponding user in detail.
Wherein, statistical information display area 410 of sending a telegram here can show complaint number, incoming call of the user in preset time period
Number, the switching number originally taken on the telephone, and can also show the identity grade of user.The identity grade of user includes Very Important Person, one
As client, malice incoming call client etc..Current interactive information display area 420 can show every contact path.History mutual information
Display area 430 can be illustrated in the every history access information inquired in preset time period, and give tacit consent to the exhibition in the form of making a summary
Show, receiving that contact staff carries out to specific history access information when checking operation in detail, can further show the history
The details of access information.For example show that every in the history access information contacts path.
In one embodiment, as shown in figure 5, inquiry incoming call user exists out of attend a banquet Service Database according to user's mark
The step of history access information in preset time period, including：
Step 502, the type of service according to corresponding to determining contact project.
In the present embodiment, the history access information of the user of multiple types of service is stored in Service Database of attending a banquet.And
There is provided every kind of type of service and one or more Contact Term purpose corresponding relations, there is the contact of corresponding relation with type of service
Project, it is the contact project that the type of service is included.For example type of service includes card industry service type, banking
Type, stock exchange transaction type and insurance business type etc. are therein a variety of.And insurance business type may include life insurance business
The subservice types such as type, health insurance type of service, Investment-linked insurance type of service.
Server, can be according to the contact project corresponding service type after the contact project that user terminal is sent is determined
Corresponding relation, determine the type of service belonging to it.
Step 504, the interface to match with type of service is called, establishes and connects with Service Database of attending a banquet.
In the present embodiment, server is provided with calling corresponding with Service Database of attending a banquet also directed to different service types and connect
Mouthful, and the interface interchange resource for corresponding to identical or different quantity is assigned with for different types of service.The quantity can be according to history
The access number of the user of the different service types of statistics determines so that the interface interchange distributed by different service types provides
Source and the access number of the type of service match.Specifically, can be corresponding more for the type of service distribution more than access number
Interface resource, it is that the few type of service of access number distributes relatively small number of interface resource.
After type of service is determined, server can be according to interface corresponding with the type of service be called, with the business of attending a banquet
Database connects.
Step 506, the history access information that inquiry associates with type of service and user's mark from Service Database of attending a banquet.
In the present embodiment, the history access information associated with type of service can be to be accessed with the type of service identical history
Information.Without the history access information for the other dereferenceds for inquiring about same user so that be subsequently sent to customer service terminal and open up
The history access information shown is more targeted, so as to also reduce the occupancy of query resource.
Further, the piece Division of data storage can be carried out in Service Database according to different classs of service by attending a banquet.
For the type of service that history access information data volume is larger, larger storage section is set；Accordingly, access and believe for history
The less type of service of data volume is ceased, less storage section is set.Server is attended a banquet being connected to this by corresponding interface
After Service Database, the history access information associated with type of service can be inquired about from corresponding storage section, so as to reduce
Data query scope, improve the efficiency of data query.
In one embodiment, it is determined that after Contact Term purpose step corresponding with operation information, above-mentioned telephone service
Exchange method also includes：Inquiry knowledge information corresponding with contact project；In the customer service terminal corresponding to distributed for user terminal
The step of after, in addition to：Knowledge information is sent to customer service terminal, makes customer service terminal explicit knowledge information.
In the present embodiment, server can call preset interface to be connected with knowledge base.Wherein, stored in the knowledge base each
The relevant knowledge and problem and the knowledge information of answer of kind type of service.And there is provided different knowledge informations and specific Contact Term
Purpose corresponding relation.Knowledge information includes some professional term explanation, calculation formula, the operation flow related to the contact project
Etc. information.Server can call the interface set in advance for being used to connect the knowledge base, establish and connect with the knowledge base, know from this
Know inquiry knowledge information corresponding with the contact project in storehouse.
In one embodiment, each knowledge information in knowledge base is also provided with corresponding access weights, the access
Weights are used for the frequent degree and recommendation action value for weighing Accessor Access's website, are according to inspection of the user to corresponding knowledge point
Rope and displaying etc. access situation dynamic change.It is higher to access weights, then illustrates that the knowledge information more has and is pushed away to customer service terminal
The value recommended.Server can obtain the knowledge information for accessing weights highest predetermined number from the knowledge base, and the knowledge is believed
Breath is sent to customer service terminal is determined, makes the customer service terminal explicit knowledge information.
Server can send url links and brief information corresponding to the knowledge information to customer service terminal, make customer service terminal
Url links and brief information corresponding to the knowledge information are shown, and according to the access to wherein specific knowledge information of user
The operation such as click or retrieval, shows corresponding concrete knowledge information.Wherein, concrete knowledge information can be static with word, XLS
The forms such as webpage are shown.
As shown in fig. 6, the schematic diagram for customer service terminal display interface in another embodiment.Wherein, in the schematic diagram also
Include knowledge information display area 440.Wherein contain " system tentative calculation rule " transmitted by server to customer service terminal,
The knowledge information such as " declaration form rule searching ", " business puts rule on record " and " manual service tracking enquiry rule ", and specifically illustrate
The detailed knowledge information of " manual service tracking enquiry rule ".
In the present embodiment, by further automatically providing the knowledge related to contact project inquired to customer service terminal
Information, contact staff is set to be improved when the related knowledge information of needs retrieval is to answer the problem of user seeks advice to problem answers
Acquisition efficiency.
In one embodiment, the step of communicating to connect is established according to telephone communication mode and user terminal, including：From return
Visit in pond and obtain pending termination number；Communication request is initiated to user terminal corresponding to termination number, is built with user terminal
Vertical communication connection.
It is provided with the present embodiment, in server and pays a return visit pond, pays a return visit the end that multiple unfinished phone interactions are stored in pond
End number and/or the termination number for treating actively to pay a return visit being extracted.Because server can be present received by certain time period
Manual service request is numerous, so as to be assigned to corresponding customer service terminal in time for all incoming call users.Or exist and certain
The operation system of one type of service association goes wrong so that incoming call user can not also succeed customer service corresponding with the type of service
Terminal establishes communication connection.Or also incoming call user be present when carrying out manual service, can not complete corresponding business handling please
Ask.The termination number of the incoming call user of above-mentioned reason can be labeled as not completing the termination number of phone interaction by server, and be deposited
Store up and pay a return visit in pond.And server can also obtain the telephone number in multiple user profile as needed, be treated as what is be extracted
The termination number actively paid a return visit, it is also stored into and pays a return visit in pond.
Wherein, server can be ranked up according to the termination number paid a return visit in pond according to storage time, and extraction therefrom is deposited
The one or more termination numbers of time earliest are stored up, communication connection request is initiated to user terminal corresponding to the termination number, with
The user terminal establishes communication connection.So as to improve the promptness of telephone service interaction, the body of subscriber phone interaction is improved
Test.
In one embodiment, server actively can obtain pending terminal number according to the default time from return visit pond
Code.The preset time can interact idle periods to interact counted telephone service according to history telephone service, according to the free time
Phase actively pays a return visit the time to set.
In one embodiment, further the termination number paid a return visit in pond can be divided according to corresponding class of service
Storage, for example the telephonedirectory to be paid a return visit of each type of service can be established, termination number storage to be paid a return visit is right to this
In the telephonedirectory to be paid a return visit for answering type of service.Wherein, server can also be different type of service corresponds to different masters
It is dynamic to pay a return visit the time, so as to improve the promptness that server carries out telephone service interaction on the whole.
In one embodiment, as shown in Figure 7, there is provided a kind of telephone service interactive device, the plant running is in service
On device, including module 702 is established in communication connection, user confirms module 704, history access information enquiry module 706, customer service terminal
Distribute module 708 and info push module 710.Wherein：
Module 702 is established in communication connection, is communicated to connect for being established according to telephone communication mode and user terminal, is obtained and use
The termination number of family terminal；
User confirms module 704, and the user for inquiring about the incoming call user to match with termination number identifies；
History access information enquiry module 706, for inquiry incoming call to be used out of attend a banquet Service Database according to user's mark
History access information of the family in preset time period；
Customer service terminal distribution module 708, for customer service terminal corresponding to being distributed for user terminal；
Info push module 710, for history access information to be sent to customer service terminal, customer service terminal is set to show that history is visited
Ask information.
In one embodiment, as shown in Figure 8, there is provided another telephone service interactive device, the device also include：
Path-generating module 703 is contacted, for sending voice guidance message to user terminal；Real-time reception user terminal root
The operation information sent according to guidance information；It is determined that contact project corresponding with operation information；According to contact project with contacting project
Query time generation corresponding to contact path；
Info push module 710 is additionally operable to send contact path to customer service terminal, contacts customer service terminal real-time display
Path.
In one embodiment, lead to history access information enquiry module 706 to be additionally operable to according to corresponding to determining contact project
Type of service；The interface to match with type of service is called, establishes and connects with Service Database of attending a banquet；From Service Database of attending a banquet
The history access information that middle inquiry associates with type of service and user's mark.
In one embodiment, as shown in Figure 9, there is provided another telephone service interactive device, the device also include：
Knowledge information enquiry module 707, for inquiring about with contacting knowledge information corresponding to project；
Info push module 710 is additionally operable to send knowledge information to customer service terminal, makes customer service terminal explicit knowledge information.
In one embodiment, communication connection establishes module 702 and is additionally operable to obtain pending terminal number from return visit pond
Code, pay a return visit the terminal number for treating actively to pay a return visit that the termination number of multiple unfinished phone interactions is stored in pond and/or is extracted
Code；Communication request is initiated to user terminal corresponding to termination number, establishes and communicates to connect with user terminal.
One of ordinary skill in the art will appreciate that realize all or part of flow in above-described embodiment method, being can be with
The hardware of correlation is instructed to complete by computer program, described program can be stored in a non-volatile computer and can be read
In storage medium, the program is upon execution, it may include such as the flow of the embodiment of above-mentioned each method.Wherein, described storage is situated between
Matter can be magnetic disc, CD, read-only memory (Read-Only Memory, ROM) etc..
Each technical characteristic of embodiment described above can be combined arbitrarily, to make description succinct, not to above-mentioned reality
Apply all possible combination of each technical characteristic in example to be all described, as long as however, the combination of these technical characteristics is not deposited
In contradiction, the scope that this specification is recorded all is considered to be.
Embodiment described above only expresses the several embodiments of the present invention, and its description is more specific and detailed, but simultaneously
Can not therefore it be construed as limiting the scope of the patent.It should be pointed out that come for one of ordinary skill in the art
Say, without departing from the inventive concept of the premise, various modifications and improvements can be made, these belong to the protection of the present invention
Scope.Therefore, the protection domain of patent of the present invention should be determined by the appended claims.
Claims (10)
1. a kind of telephone service exchange method, it is characterised in that the described method comprises the following steps：
After establishing communication connection according to telephone communication mode and user terminal, the termination number of the user terminal is obtained；
The user for the incoming call user that inquiry matches with the termination number identifies；
History of the incoming call user in preset time period is inquired about out of attend a banquet Service Database according to user mark to visit
Ask information；
For customer service terminal corresponding to user terminal distribution；
The history access information is sent to the customer service terminal, the customer service terminal is shown the history access information.
2. according to the method for claim 1, it is characterised in that after the step of obtaining the termination number of user terminal,
Also include：
Voice guidance message is sent to the user terminal；
The operation information that user terminal described in real-time reception is sent according to the guidance information；
It is determined that contact project corresponding with the operation information；
Path is contacted according to corresponding to the contact project with Contact Term purpose query time generation；
It is described for the user terminal distribution corresponding to customer service terminal the step of after, in addition to：
The contact path is sent to the customer service terminal, makes to contact path described in the customer service terminal real-time display.
3. according to the method for claim 2, it is characterised in that described to be identified according to the user from Service Database of attending a banquet
The step of interior inquiry incoming call history access information of the user in preset time period, including：
The type of service according to corresponding to determining the contact project；
The interface to match with the type of service is called, establishes and connects with the Service Database of attending a banquet；
The history access information that inquiry associates with the type of service and user mark from the Service Database of attending a banquet.
4. according to the method for claim 2, it is characterised in that it is determined that Contact Term purpose corresponding with the operation information
After step, in addition to：
Inquiry knowledge information corresponding with the contact project；
After for the step of customer service terminal corresponding to user terminal distribution, in addition to：
The knowledge information is sent to the customer service terminal, the customer service terminal is shown the knowledge information.
5. method according to any one of claim 1 to 4, it is characterised in that described according to telephone communication mode and use
Family terminal is established the step of communication connection, including：
Pending termination number is obtained in pond from paying a return visit, it is described to pay a return visit the terminal that multiple unfinished phone interactions are stored in pond
Number and/or the termination number for treating actively to pay a return visit being extracted；
Communication request is initiated to user terminal corresponding to the termination number, establishes and communicates to connect with the user terminal.
6. a kind of telephone service interactive device, it is characterised in that described device includes：
Module is established in communication connection, after establishing communication connection according to telephone communication mode and user terminal, obtains the use
The termination number of family terminal；
User confirms module, and the user for inquiring about the incoming call user to match with the termination number identifies；
History access information enquiry module, used for inquiring about the incoming call out of attend a banquet Service Database according to user mark
History access information of the family in preset time period；
Customer service terminal distribution module, for for the user terminal distribution corresponding to customer service terminal；
Info push module, for the history access information to be sent to the customer service terminal, show the customer service terminal
The history access information.
7. device according to claim 6, it is characterised in that described device also includes：
Path-generating module is contacted, for sending voice guidance message to the user terminal；User terminal described in real-time reception
The operation information sent according to the guidance information；It is determined that contact project corresponding with the operation information；According to the contact
Project contacts path corresponding to being generated with the Contact Term purpose query time；
Described information pushing module is additionally operable to send the contact path to the customer service terminal, makes the customer service terminal real-time
Show the contact path.
8. device according to claim 7, it is characterised in that the logical history access information enquiry module is additionally operable to basis
Type of service corresponding to the contact project determination；The interface to match with the type of service is called, with the business of attending a banquet
Database connects；Inquiry is gone through with what the type of service and user mark associated from the Service Database of attending a banquet
History access information.
9. device according to claim 7, it is characterised in that described device also includes：
Knowledge information enquiry module, for inquiring about knowledge information corresponding with the contact project；
Described information pushing module is additionally operable to send the knowledge information to the customer service terminal, shows the customer service terminal
The knowledge information.
10. the device according to any one of claim 6 to 9, it is characterised in that the communication connection is established module and also used
In obtaining pending termination number from return visit pond, described pay a return visit stores the terminal number that multiple unfinished phones interact in pond
Code and/or the termination number for treating actively to pay a return visit being extracted；Communication request is initiated to user terminal corresponding to the termination number,
Establish and communicate to connect with the user terminal.
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