CN1099650C - Dynamic field implementation method for database table in customer service center - Google Patents

Abstract

The invention relates to a method for realizing dynamic fields of a database table of a customer service center, comprising: a. designing a customer service information table including service type codes, dynamic field name items and record items; Design a dynamic explanation table for the corresponding dynamic field name in the service information table; c. design a service information coding table according to the service type code, service type name and explanation type code; d. access the service information code by the service type code in the service information table Table, and then access the dynamic interpretation table through the interpretation type code in the service information code table, and finally explain the actual meaning of each field name record in the service information table by the service elements in the dynamic interpretation table and the corresponding dynamic field names.

Description

Realization method of dynamic field in database table of customer service center

The invention relates to a dynamic field technology in the development of a database information system, more precisely to a method for realizing the dynamic field of a database table used for complaints or suggestions in intelligent customer service center products.

Customer service center (also known as call center Call Center) is a new generation of high-tech products integrating advanced technologies such as automatic call distribution (ACD), computer telecommunications integration (CTI) and interactive voice (IVR). Telecommunications technology and computer network technology provide customers with all-round services without leaving home. Customers can visit the customer service center through telephone (including ordinary telephones, mobile phones), browsers (Web) and electronic mailboxes (Email), and enjoy the benefits of customer service. Complaints, suggestions, inquiries, consultations, business appointments, business acceptance and other services provided by the service center.

Complaints, suggestions and other functions provided by ordinary customer service centers only record customer complaints and suggestions in original words, or use different types of recording methods for different types of complaints and suggestions. Since the product design is not flexible Therefore, the collected complaints, suggestions and other information lack key points, which may easily lead to the loss of important information and poor self-adaptive ability of the product itself. Especially when new types of demands such as complaints and suggestions are generated, it will not Not redesigning the product increases the difficulty and time of development, resulting in low development efficiency.

On the other hand, if a database table is used to record information such as complaints and suggestions from customers, in general, the meaning of each field in the database table (that is, each item or column in the table) has been determined at design time, that is, the field The explanations are immutable. When the customer’s complaints, suggestions and other types of requirements change, a corresponding database table must be established for each new type of complaints and suggestions to save relevant information. Due to the types of complaints and suggestions, sometimes It cannot be determined in advance, and the types of complaints and suggestions of customer service centers in different industries are also very different. As a result, ordinary customer service center products cannot handle new types of complaints and suggestions even if they use database tables, unless the product is redesigned. The earth limits the function and scope of use of the product.

The purpose of the present invention is to design a method for realizing the dynamic field of the database table of a customer service center. By adopting the dynamic field technology, the field of a certain database table has polymorphism, which can ensure that when the types of customer complaints and suggestions change , without redesigning the product to meet this change in demand, improve the adaptability and maintainability of the product, and expand the application range of the product at the same time.

The object of the present invention is achieved like this, the database table dynamic field realization method of customer service center, it is characterized in that comprising:

a. Design the customer service information table, set up in the information table including the service type code and the dynamic field name items that can be expanded arbitrarily, and establish expandable record items corresponding to the service type code and each dynamic field name item;

b. Design an expandable dynamic explanation table according to the interpretation type coding, service elements and their corresponding dynamic field names in the service information table, the explanation type coding is used to specify a specific service type, and the service elements have a significant impact on service information The dynamic field name item of the table is explained, and the corresponding dynamic field name refers to the dynamic field name in the service information table where the service element is saved;

c. Design an expandable service information coding table according to the service type code, service type name and explanation type code;

d. Access the service information code table from the service type code in the service information table, know the service type name under the service type code, and then access the dynamic interpretation table through the explanation type code in the service information code table, and finally use the dynamic interpretation table The relationship between the service elements listed in and the corresponding dynamic field names is used to explain the actual meaning of the content recorded in each field name in the service information table.

The dynamic field name items in the customer service information table in step a at least include expandable dynamic string field items, expandable dynamic number field items and expandable dynamic date field items.

The service element item described in the step b explains the dynamic field name in Chinese.

The service type name in the step C is to explain the meaning of the service type code in Chinese.

The coding of the explanation type is coded according to the general category of the service type, and the coding of the service type is a combination of the coding of the general category of the service type and the sequence coding of the subcategory of the service type in the category.

The dynamic field technology used in the customer service center product of the present invention is to use three tables to store the service information of the user, which are respectively the service information table, the dynamic explanation table and the service information coding table, and the service information table saves the customer service information The content of the required service, but the explanation of the required service content is made dynamically by the active dynamic explanation table, while the service information coding table describes the basic information of the service type, and also plays the role of linking the complaint information table and the dynamic explanation table. Since the content of the service required by the user is recorded in the database table object, the method of the present invention can enable the intelligent customer service center product to realize the diversity of database fields, that is, a certain database table field has different meanings under different interpretations , so that the database itself has a strong adaptability to adapt to customer requirements for service type changes.

Usually, customers call the customer service center to request services with a certain degree of pertinence, which determines the type of service, and different types of services have different key points, thus determining whether the service is established. For example, in the service functions provided by the customer service center, complaints and suggestions are the two most common service types. As far as complaints are concerned, different types of complaints have different points. When a telecom customer makes a complaint to the telecom customer service center , it is most likely to complain about the problem of telecom charges or telephone barriers. The two kinds of complaints have their own focuses. Such complaints can be further processed; and complaints about telephone barriers need to record the customer's phone number, date of occurrence, 112 situation and other information before they can be further processed.

The greatest beneficial effect of the dynamic field technology of the present invention is that when service types such as complaints or suggestions change, the customer service center product can adapt to this change without redesigning the customer service center product, so that the product has strong adaptability and maintainability. And the scope of application is greatly increased.

The technology of the present invention will be further described below by taking the complaint service function of the customer service center product as an example. Compared with it, the service functions such as suggestions are only different in service nature, and there is no essential difference in their implementation methods.

Table 1 is the first table for realizing the method of the present invention—the complaint information table. Because the table is too wide, the rows and columns are reversed, and only two records are listed. Field Name record 1 record 2 … Complaint serial number 1998091000001 1998091000002 … Complaint Type Coding 0201 0101 … Dynamic string field 1 2011018 … Dynamic string field 2 … Dynamic string field 3 … Dynamic string field 4 … Dynamic string field 5 … Dynamic string field 6 Emerging companies … Dynamic string field 7 No. 12 Weihua Road … Dynamic string field 8 Did not call 112 980808000108 … Dynamic string field 9 is being processed … Dynamic string field 10 … Dynamic string field 11 … Dynamic string field 12 … Dynamic string field 13 … Dynamic string field 14 … Dynamic string field 15 … Dynamic string field 16 … Dynamic string field 17 … Dynamic string field 18 … Dynamic string field 19 … Dynamic string field 20 … Dynamic number field 1 … Dynamic number field 2 … Dynamic number field 3 … Dynamic number field 4 … Dynamic number field 5 … Dynamic date field 1 … Dynamic date field 2 1998-09-01 1998-09-03 … Dynamic date field 3 … Dynamic date field 4 … Dynamic date field 5 … … … … …

Table 1

How to record the content of customer complaints in the complaint information table is completed by software, and there are many ways to realize it. Because the technology does not belong to the content of the present invention, it will not be discussed. In the above-mentioned independent complaint information table, except for the complaint serial number and the complaint type code, the content is uncertain. For example, dynamic string field items, dynamic number field items, and dynamic date field items can be added to the table as needed. , and even add field name entries. The complaint serial number is the unique identification of all complaints, and the complaint type code is used to access the complaint information coding table, which is the third table of the method of the present invention, so as to further visit the second table of the present invention—the dynamic explanation table, to The content recorded in the Complaint Information Form, Table 1, is explained.

Table 2 is a dynamic explanation table designed for the complaint service in the present invention, and a total of 8 records are listed. explain type encoding serial number Complaint elements The corresponding field name in the complaint information table Field Type … 01 1 client's name Dynamic string field 6 2 … 01 2 bid date Dynamic date field 2 1 … 01 3 receipt number Dynamic string field 8 2 … 01 4 process status Dynamic string field 9 2 … 02 1 handicap number Dynamic string field 1 2 … 02 2 production date Dynamic date field 2 1 … 02 3 112 Situations Dynamic string field 8 2 … 02 4 Loading address Dynamic string field 7 2 …

Table 2

The dynamic explanation table describes the dynamic text interpretation of the fields in the complaint information table. The specific complaint type is specified by the explanation type code, and the serial number is used to indicate the serial number of the field element under a certain complaint type. The complaint element is the Chinese for the field. Explanation, the corresponding field item of the complaint information table indicates the name of the field in the complaint information table that saves the complaint elements. In addition, the field type describes the type of data actually stored in the complaint elements, such as numbers or text. The ones coded as 01 and 02 listed in Table 2 represent two types of complaints, and each type of complaint has four elements respectively. The explanation type coding items and their elements in this table can be based on It needs to be added, and the names of the corresponding fields listed in the complaint information table are basically irregular, as long as they are not reused in the same complaint record, the actual meaning of it can only be determined by the organic combination of the three tables .

Table 3 is the complaint information coding table, which lists 15 records in total. Complaint Type Coding Complaint Type Name explain type encoding 01 Installation and relocation problems 0 0101 Pretend but fail 01 0102 Overtime not installed 01 0103 bid unloaded 01 0104 Moved but failed 01 0105 timed out 01 0106 The bid has not been moved 01 0107 other questions 01 02 obstacle repair problem 0 0201 local call 02 0202 mobile phone 02 0203 wireless paging 02 0204 data user 02 0205 data line 02 0206 other obstacles 02

table 3

The complaint information coding table acts as a bridge between the complaint information table and the dynamic explanation table. The complaint information table (Table 1) accesses the complaint information coding table (Table 3) through the complaint type code in the table, and the complaint information coding table (Table 3) 3) Access the dynamic explanation table (Table 2) through the explanation type coding table (Table 2), and determine the relationship between each complaint element and the corresponding field of the complaint information table under the explanation type code in the explanation type coding table (Table 2), so as to further determine the record The actual meaning of the content in the corresponding fields of the complaint information table (table 1), through the organic combination of the three tables, can make a dynamic interpretation of the fields of the complaint information table. In Table 3, the type of complaints related to complaints about installation and relocation is set as 01, and 7 specific problems are listed below. These specific problems can be expanded according to needs and can be coded under category 01 in sequence. In the same way, set the complaint type related to complaints about obstacles and machine repairs as 02, and then list 6 specific problems under it. These specific problems can also be expanded according to needs and can be coded under category 02 in sequence. Table 3 can also continue coding for other complaint types, such as 03, 04....

The specific application process of this method will be described below with an explanation example. For example, the code of the complaint type in record 1 of Table 1 is 0201. According to the corresponding item in table 3 of this code, it can be known that the name of the complaint type is the local telephone in the obstacle and machine repair problem, and the code of the explanation type is 02, and then according to Explain the type code 02 and find the content of the corresponding record in Table 2. From the 4 recorded records, we can know that this type of complaint has 4 elements, as shown in the following table: 02 1 handicap number Dynamic string field 1 2 … 02 2 production date Dynamic date field 2 1 … 02 3 112 Situations Dynamic string field 8 2 … 02 4 Loading address Dynamic string field 7 2 …

Therefore, we can explain the fields in record 1 of Table 1 as follows: this record is an obstacle complaint for a local call, the "2011018" recorded in field 1 of the dynamic string is the obstacle number, and the "For China" recorded in field 7 of the dynamic string is Road No. 12" is the loading and unloading address, the "not dialed 112" recorded in the dynamic string field 8 is the 112 situation, and the "1998-09-01" recorded in the dynamic date field 2 is the generation date of the obstacle.

Another example is that the complaint type code in record 2 of Table 1 is 0101. According to the corresponding item in table 3 of this code, it can be known that the name of the complaint type is the problem of installation and failure in the problem of installation and relocation, and its explanation type code is 01 , and then find the content of the corresponding record in Table 2 according to the explanation type code 01. From the 4 recorded records, we can know that this type of complaint has 4 elements, as shown in the following table: 01 1 client's name Dynamic string field 6 2 … 01 2 bid date Dynamic date field 2 1 … 01 3 receipt number Dynamic string field 8 2 … 01 4 process status Dynamic string field 9 2 …

Therefore, we can explain each field in record 2 of Table 1 as follows: this record complains about the problem of installation failure during installation and transfer, the "emerging company" recorded in dynamic string field 6 is the name of the customer, and the dynamic string field The "1998080800018" recorded in 8 is the receipt number, the "processing" recorded in the dynamic string field 9 reflects the progress, and the "1998-09-03" recorded in the dynamic date field 2 is the bid date.

When adding a new type of complaint, it is only necessary to add corresponding records in the complaint information coding table (Table 3) and the dynamic interpretation table (Table 2) according to a certain logic. If you want to add complaints about telecommunications charges, you can add the items in the following table immediately after the above-mentioned complaint type coding table, that is, Table 3: Complaint Type Coding Complaint Type Name explain type encoding … … … 03 tariff problem 0 0301 outstanding 03 0302 reason for refund 03 0303 Tariffs and Disputes 03 0304 Payment relationship 03 0305 information fee 03 0306 other 03 And then the above-mentioned dynamic interpretation table is Table 2 to increase the following table items: explain type encoding serial number Complaint elements Complaint Information Form Corresponding Fields Field Type … … … … … … … 03 1 telephone number Dynamic string field 1 2 … 03 2 Head of household name Dynamic string field 7 2 … 03 3 Call bill month Dynamic string field 8 2 … 03 4 Contract No Dynamic string field 9 2 … 03 5 payment method Dynamic string field 10 2 …

In this way, we have added a new complaint type very conveniently, that is, complaints about telecommunication tariff issues. The elements of the complaint information are telephone number, name of the head of household, call month, contract number and payment method, which correspond to the complaint information form That is, the dynamic string field 1, the dynamic string field 7, the dynamic string field 8, the dynamic string field 9 and the dynamic string field 10 in Table 1.

Through the above examples, we can understand that the key to the realization of dynamic field technology lies in the dynamic interpretation table, that is, table 2, and the actual meaning of the fields in the complaint information table, that is, table 1, is to dynamically interpret and realize the polymorphism of data fields according to the dynamic interpretation table, so that the These products have strong adaptability and application range, and there is no need to redesign products due to changes in complaint types.

It should be pointed out that the dynamic field technology is used when the user's demand is unstable and often changes. Due to the uncertainty of the demand, the database table will be established as large as possible, which may cause data redundancy to a certain extent. At the same time, because The dynamic interpretation of data also reduces the operating efficiency of the program to a certain extent, but compared with the beneficial effects it brings, this sacrifice is still worthwhile.

The dynamic field technology of the present invention has achieved good application effects through the trial of the product of Huawei's INTess-ICD intelligent customer service center. The content of its complaint information form is: Field Name record 1 record 2 … Complaint serial number … Complaint Type Coding … Dynamic string field 1 … Dynamic string field 2 … Dynamic string field 3 … Dynamic string field 4 … Dynamic string field 5 … Dynamic string field 6 … Dynamic string field 7 … Dynamic string field 8 … Dynamic string field 9 … Dynamic string field 10 … Dynamic string field 11 … Dynamic string field 12 … Dynamic string field 13 … Dynamic string field 14 … Dynamic string field 15 … Dynamic string field 16 … Dynamic string field 17 … Dynamic string field 18 … Dynamic string field 19 … Dynamic string field 20 … Dynamic number field 1 … Dynamic number field 2 … Dynamic number field 3 … Dynamic number field 4 … Dynamic number field 5 … Dynamic date field 1 … Dynamic date field 2 … Dynamic date field 3 … Dynamic date field 4 … Dynamic date field 5 … … … … …

The content of its dynamic interpretation table is: explain type encoding serial number Complaint elements The corresponding field name in the complaint information table Field Type … 01 1 client's name Dynamic string field 6 2 … 01 2 bid date Dynamic date field 2 1 … 01 3 receipt number Dynamic string field 8 2 … 01 4 process status Dynamic string field 9 2 … 02 1 handicap number Dynamic string field 1 2 … 02 2 production date Dynamic date field 2 1 … 02 3 112 Situations Dynamic string field 8 2 … 02 4 Loading address Dynamic string field 7 2 … 03 1 telephone number Dynamic string field 1 2 … 03 2 Head of household name Dynamic string field 7 2 … 03 3 Call bill month Dynamic string field 8 2 … 03 4 Contract No Dynamic string field 9 2 … 03 5 payment method Dynamic string field 10 2 … 04 1 public phone number Dynamic string field 1 2 … 04 2 public phone address Dynamic string field 6 2 … 04 3 usage time Dynamic string field 7 2 … 04 4 document number Dynamic string field 8 2 … 04 5 caller number Dynamic string field 9 2 … 05 1 department staff Dynamic string field 1 2 … 05 2 Complaint date Dynamic date field 1 1 … 05 3 Complaints Dynamic string field 2 2 … 06 1 telephone number Dynamic string field 1 2 … 06 2 bid date Dynamic date field 1 1 … 06 3 receipt number Dynamic string field 7 2 … 06 4 bid content Dynamic string field 8 2 … 06 5 process status Dynamic string field 9 2 …

The content of the complaint type coding table, namely Table 3, is as follows: Complaint Type Coding Complaint Type Name explain type encoding 01 Installation and relocation problems 0 0101 Pretend but fail 01 0102 Overtime not installed 01 0103 bid unloaded 01 0104 Moved but failed 01 0105 timed out 01 0106 The bid has not been moved 01 0107 other questions 01 02 obstacle repair problem 0 0201 local call 02 0202 mobile phone 02 0203 wireless paging 02 0204 data user 02 0205 data line 02 0206 other obstacles 02 03 tariff problem 0 0301 outstanding 03 0302 reason for refund 03 0303 Tariffs and Disputes 03 0304 Payment relationship 03 0305 information fee 03 0306 other 03 04 Public speaking 0 0401 fee dispute 04 0402 service problem 04 0403 card phone 04 0404 other questions 04 05 Bureau style and service 0 0501 business service 05 0502 service time limit 05 0503 service measures 05 0504 telegram service 05 0505 special service 05 0506 Number book problem 05 0507 wind problem 05 0508 Consulting inquiry service 05 0509 Complain about service issues 05 0510 Other service issues 05 06 Business function, number selection 0 0601 Business functions 06 0602 number selection business 06 0603 other 06

The complaint service database table structure realized by the above-mentioned intelligent service center using the dynamic field technology realizes six major categories of problems, such as loading and unloading machine problems, obstacle repair machine problems, tariff problems, public telephone problems, bureau wind and service problems, business functions and number selection problems, etc. More than 30 (7+6+6+4+10+3) subcategories of complaint types. During the use of the product, the user of the product may change the above table due to the increase in the types of customer complaints. This change can be completed through the maintenance module in the product without redesigning the product.

Claims (5)

1. the database table dynamic field implementation method of a Customer Service Center is characterized in that comprising:

A. design the Customer Service Information table, in information table, set up to comprise COS coding and the dynamic field name item that can expand arbitrarily, and corresponding service type is encoded and each dynamic field name item is set up open-ended entry;

B. by explaining that type coding, element of service and the corresponding dynamic field title in service information table thereof design open-ended dynamic interpret table, described explanation type coding is used to specify specific COS, described element of service is made explanations to the dynamic field name item of service information table, and described corresponding dynamic field title points out to preserve the dynamic field title of element of service in service information table;

C. design open-ended information on services coding schedule by COS coding, COS title and explanation type coding;

D. by the coding of the COS in service information table access services information coding schedule, learn the COS title under this COS coding and visit dynamic interpret table by the explanation type coding in the information on services coding schedule again, explain the practical significance that is recorded in content in each field name in the service information table by listed element of service in the dynamic interpret table with the relation of corresponding dynamic field title at last.

2. the database table dynamic field implementation method of Customer Service Center according to claim 1, it is characterized in that: the dynamic field name item in the described step a Customer Service Information table comprises open-ended dynamic string field item, open-ended dynamic number field item and open-ended dynamic date field item at least.

3. the database table dynamic field implementation method of Customer Service Center according to claim 1 is characterized in that: the element of service described in the described step b is made explanations to dynamic field title in the service information table with Chinese.

4. the database table dynamic field implementation method of Customer Service Center according to claim 1 is characterized in that: the COS title among the described step c is the meaning with the described COS coding of explanation in Chinese.

5. the database table dynamic field implementation method of Customer Service Center according to claim 1, it is characterized in that: described explanation type coding is by the big class coding of COS, and described COS coding is the combination of the sequential encoding of COS group in the big class coding of COS and this big class.