CN109978569A - A kind of interactive office system Internet-based - Google Patents
A kind of interactive office system Internet-based Download PDFInfo
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Abstract
本发明属于办公系统技术领域，具体的说是一种基于互联网的交互式办公系统，包括监控模块、操作界面更换模块、数据统计模块；监控模块用于监控客服人员处理客户信息的实效性；分类单元用于将客户与客服人员聊天的信息进行分类处理；声音单元用于对客户所发出的具有攻击性的语气转换成柔弱的语气；文字单元、图片单元用于对客户所发出的具有辱骂或攻击性的文字进行提取转换成温馨或安慰的文字和图片；数据统计模块用于统计客户所反映的是产品问题，或是客服人员未能解决客户的问题进行统计；通过操作界面更换模块，使客户所发出的具有攻击性或辱骂性的话语进行转化，转化成具有安慰或温馨的话语发，提高客服人员工作的积极性。
The invention belongs to the technical field of office systems, in particular to an Internet-based interactive office system, comprising a monitoring module, an operation interface replacement module, and a data statistics module; the monitoring module is used to monitor the effectiveness of customer service personnel in processing customer information; classification The unit is used to classify the chatting information between the customer and the customer service staff; the sound unit is used to convert the aggressive tone of The offensive text is extracted and converted into warm or comforting text and pictures; the data statistics module is used to count the product problems reflected by customers, or the customer service staff failed to solve the customer's problems; The offensive or abusive words sent by customers are converted into comforting or warm words, which can improve the enthusiasm of customer service staff.
Description
技术领域technical field
本发明属于办公系统技术领域，具体的说是一种基于互联网的交互式办公系统。The invention belongs to the technical field of office systems, in particular to an Internet-based interactive office system.
背景技术Background technique
办公系统是以企业管理软件系统工程，以企业管理需求为基础，以IT技术为支撑，为企业提供数据信息的综合管理办法。传统办公系统大多基于web的应用，都是比较冰冷的页面缺少人性化的沟通，在设计上也脱离了团队的思想，使人与人最原始最有效的沟通被传统的web办公系统破坏。The office system is an enterprise management software system engineering, which is based on enterprise management needs and supported by IT technology to provide enterprises with a comprehensive management method of data information. Most of the traditional office systems are based on web applications, which are relatively cold pages and lack humanized communication. They are also designed away from the team's thinking, so that the most primitive and effective communication between people is destroyed by the traditional web office system.
比如常见的关于客服人员与客户聊天的办公系统中，有时会出现一些客户的不文明用语或不文明的语音对客服人员进行攻击，这常常会影响到客服人员的工作时的积极性和工作状态，这种长时间的工作状态，会使客服人员会出现工作疲劳感，进而影响工作时的效率；同时，会出现客户所反映的问题不能够及时的处理和解决，也会出现客服人员不能高效的工作状态。For example, in the common office system about customer service staff chatting with customers, sometimes some uncivilized words or uncivilized voices of some customers attack customer service staff, which often affects the enthusiasm and working status of customer service staff at work. This long-term working state will make the customer service staff feel fatigued at work, which will affect the efficiency at work; at the same time, the problems reported by customers cannot be handled and solved in time, and the customer service staff cannot be efficient. working status.
发明内容SUMMARY OF THE INVENTION
为了弥补现有技术的不足，本发明提出的一种基于互联网的交互式办公系统,本发明主要用于解决客户与客服人员聊天时，出现客户所反映的问题不能及时解决；同时，客户有时会出现不文明的语言，进而影响客服人员工作时的积极性和工作状态。In order to make up for the deficiencies of the prior art, the present invention proposes an internet-based interactive office system, which is mainly used to solve the problems reflected by the customer that cannot be solved in time when the customer chats with the customer service staff; at the same time, the customer sometimes Uncivilized language appears, which in turn affects the enthusiasm and work status of customer service staff.
本发明解决其技术问题所采用的技术方案是：本发明所述的一种基于互联网的交互式办公系统，包括监控模块、操作界面更换模块和数据统计模块；所述监控模块用于监控客服人员处理客户信息的实效性；所述操作界面更换模块包括分类单元、声音单元、文字单元和图片单元；所述分类单元用于将客户与客服人员聊天的信息中具有攻击性的文字、声音和图片进行分类处理；所述声音单元用于对分类单元所分类出具有攻击性的语气转换成柔弱的语气；所述文字单元用于对分类单元所分类出具有辱骂或攻击性的文字进行提取转换成温馨或安慰的文字；所述图片单元用于对分类单元所分类出具有辱骂或攻击性的图片转换成具有安慰的图片；所述数据统计模块用于统计监控模块所监控到的客户所反映的是产品或是客服人员未能解决客户的问题；通过操作界面更换模块，分类单元将客户给客服人员所发出的具有攻击性或辱骂性的信息进行分类，再通过声音单元、文字单元和图片单元将声音、文字、图片进行转化，转化成具有安慰或温馨的话语发送到客服人员的对话框内，能够提高客服人员工作的积极性，同时，防止因客户的不文明的语音文字，使得客服人员造成心理压力，轻则影响客服人员的工作状态，重则影响客服人员的生命安全；通过数据统计单元，使客户与客服人员聊天所反映的问题能够进行统计，方便快速的解决客户所反映的问题；同时保证客服人员能够减轻工作压力，提高个人的工作效率。The technical solution adopted by the present invention to solve the technical problem is as follows: an internet-based interactive office system according to the present invention includes a monitoring module, an operation interface replacement module and a data statistics module; the monitoring module is used for monitoring customer service personnel The effectiveness of processing customer information; the operation interface replacement module includes a classification unit, a sound unit, a text unit and a picture unit; the classification unit is used for the aggressive words, sounds and pictures in the information chatting between the customer and the customer service staff Perform classification processing; the sound unit is used to convert the offensive tone classified by the classification unit into a weak tone; the text unit is used to extract and convert the abusive or aggressive words classified by the classification unit into a soft tone. Warm or comforting text; the picture unit is used to convert the abusive or offensive pictures classified by the classification unit into pictures with comfort; the data statistics module is used to count the information reflected by the customers monitored by the monitoring module. It is the product or the customer service staff that failed to solve the customer's problem; the module is replaced through the operation interface, and the classification unit classifies the offensive or abusive information sent by the customer to the customer service staff, and then uses the sound unit, text unit and picture unit. Converting voices, texts, and pictures into comforting or warm words and sending them to the dialog box of the customer service staff can improve the enthusiasm of the customer service staff. Psychological pressure can affect the working status of customer service staff at light level, and affect the life safety of customer service staff at worst; through the data statistics unit, the problems reflected by the chat between customers and customer service staff can be counted, which is convenient and quick to solve the problems reflected by customers; At the same time, it ensures that customer service staff can reduce work pressure and improve personal work efficiency.
如图3所示，所述数据统计模块包括信息筛选单元、信息标记单元和信息处理单元；所述信息筛选单元用于对监控模块所监控到客户所反映的产品问题或客服人员服务问题进行筛选作业；所述信息标记单元用于对信息筛选单元所筛选的产品问题或客服人员服务问题进行标记，同时对客服人员已处理的信息进行标注；所述信息处理单元用于对信息标记单元所标记的产品问题或客服人员服务问题信息进行处理；信息筛选单元将客户所反映的的问题进行筛选，如果客户与客服人员聊天的文字或语音，所反映的信息是关于产品质量的问题，则信息筛选单元筛选出该客户所反映的产品质量的问题，如果客户与客服人员聊天的文字或语音，所反映的信息是不文明的语言或语音，则信息筛选单元筛选出该客户是具有攻击性或辱骂；信息标记单元将信息筛选单元所筛选出的不同的信息进行标记，同时将客服人员已解决的问题进行标记，便于对客服人员的个人业绩进行评判；信息处理单元用于对统计和标记后的具有攻击性的信息进行处理，防止客服人员的聊天界面中出现具有攻击性的信息，进而影响客服人员的工作状态。As shown in FIG. 3 , the data statistics module includes an information screening unit, an information marking unit and an information processing unit; the information screening unit is used to screen the product problems or customer service personnel service problems reflected by the customers monitored by the monitoring module. operation; the information marking unit is used to mark the product problems or customer service personnel service problems screened by the information screening unit, and at the same time mark the information processed by the customer service personnel; the information processing unit is used to mark the information marked by the information marking unit. The information of the product problem or customer service staff service problem information is processed; the information screening unit screens the problems reflected by the customer. If the text or voice chatting between the customer and the customer service staff reflects the information about the product quality, the information will be screened. The unit filters out the problem of product quality reflected by the customer. If the text or voice of the customer chatting with the customer service staff reflects uncivilized language or voice, the information screening unit filters out that the customer is offensive or abusive. ; The information marking unit marks the different information screened by the information screening unit, and at the same time marks the problems solved by the customer service staff, so as to facilitate the evaluation of the personal performance of the customer service staff; the information processing unit is used for statistical and marked Aggressive information is processed to prevent aggressive information from appearing in the chat interface of the customer service staff, thereby affecting the working status of the customer service staff.
如图2所示，所述文字单元包括关键字筛选组件、关键字处理组件和产品质量处理组件；所述关键字筛选组件用于对文字单元内文字进行筛选，将筛选的文字进行分类处理；所述关键字处理组件用于处理关键字筛选组件所筛选的具有攻击性或辱骂性的文字进行处理，并对处理后的文字转发给客服人员；所述产品质量处理组件用于对文字单元内客户所发出关于产品质量的文字进行处理，同时对此聊天的内容进行统计标注；当数据统计模块统计到客户与客服人员的聊天文字内容后，关键字筛选组件将对文字聊天内容进行关键字的筛选，若筛选到具有攻击性的关键字句后，关键字处理组件将对不文明或攻击性的文字进行处理，将处理后的温馨的文字发送到客服人员的聊天界面上，进而对客服人员起到心理安慰的作用，减轻聊天客服的心理压力；若关键字筛选组件筛选到聊天文字内容是产品质量的问题，产品质量处理组件将对文字内容进行处理，便于快速解决客户提出的关于产品质量的问题。As shown in FIG. 2 , the text unit includes a keyword screening component, a keyword processing component and a product quality processing component; the keyword screening component is used to screen the text in the text unit, and classify the screened text; The keyword processing component is used to process the offensive or abusive words screened by the keyword screening component, and forward the processed words to the customer service personnel; the product quality processing component is used to The text sent by the customer about the product quality is processed, and the content of the chat is statistically marked; when the data statistics module counts the text content of the chat between the customer and the customer service staff, the keyword screening component will carry out the keyword selection of the text chat content. After screening, if offensive keyword sentences are filtered out, the keyword processing component will process the uncivilized or offensive text, and send the processed warm text to the chat interface of the customer service staff, and then the customer service staff will be notified. Play the role of psychological comfort and reduce the psychological pressure of chat customer service; if the keyword screening component filters the chat text content to be a product quality problem, the product quality processing component will process the text content, which is convenient to quickly solve the customer's concerns about product quality. The problem.
如图3所示，所述信息筛选单元包括信息累计组件、综合信息处理组件和单向信息处理组件；所述信息累计组件用于对信息标记单元中所标记的产品问题或客服人员服务问题进行累计统计；所述综合信息处理组件用于处理信息累计组件中累计的关于客户所反映的产品问题进行处理作业；所述的单向信息处理组件用于处理信息累计组件累计的关于客户所反映的客服人员的服务态度的问题；通过信息累计组件将信息标记单元中所标记的产品问题或客服人员服务问题进行累计，若是出现产品或其他综合性的问题后，综合信息处理组件用于处理信息累计组件中累计的关于客户所反映的产品问题进行分类处理；信息累计组件若是记录到关于客服人员的个人问题，例如，服务态度不好，产品问题不能及时解决，或对产品的不了解等问题，则单向信息处理组件将这些信息问题进行处理解决，统计后的问题将会对个人工作业绩进行考评。As shown in FIG. 3 , the information screening unit includes an information accumulation component, a comprehensive information processing component and a one-way information processing component; the information accumulation component is used to carry out the product problems or customer service personnel service problems marked in the information marking unit. Accumulated statistics; the comprehensive information processing component is used to process the product problems reflected by the customers accumulated in the information accumulation component to perform processing operations; the one-way information processing component is used to process the accumulated information accumulated by the information accumulation component. The service attitude of the customer service personnel; the product problems or customer service personnel service problems marked in the information marking unit are accumulated through the information accumulation component. If there are product or other comprehensive problems, the comprehensive information processing component is used to process the information accumulation. The accumulated product problems reported by customers in the component are classified and processed; if the information accumulation component records personal problems related to customer service personnel, for example, poor service attitude, product problems that cannot be solved in time, or lack of understanding of products, etc. The one-way information processing component will process and solve these information problems, and the statistical problems will be used to evaluate individual work performance.
如图3所示，所述信息处理单元包括信息选择组件、文字表情弹出组件和图片表情弹出组件；所述信息选择组件用于选择关键字筛选单元中所筛选的的有关对客服人员具有赞美的语句进行选择筛选标记；所述文字表情弹出组件用于对关键字筛选单元中所筛选的关于客户对客服人员具有赞美的语句以文字表情的形式进行弹出；所述图片表情弹出组件用于对关键字筛选单元中所筛选的关于客户对客服人员具有赞美的语句以图片表情的形式弹出；当关键字筛选单元对客户与客服人员聊天的内容进行筛选时，信息选择组件用于选择关键字筛选单元中所筛选的的有关对客服人员具有赞美的语句进行选择筛选标记，信息选择组件将处理后的关于客户发出的文明语言或文字通过文字表情弹出组件和图片表情弹出组件进行处理，处理后的具有赞美的语句以文字表情和图片表情以弹窗的形式弹出到客服人员的聊天界面上，进而可以对客服人员进行心理安慰，防止客服人员的出现疲劳工作的状态，提高客服人员的工作积极性。As shown in FIG. 3 , the information processing unit includes an information selection component, a text expression pop-up component and a picture expression pop-up component; the information selection component is used to select the relevant items that are complimented to the customer service staff selected in the keyword screening unit. The text expression pop-up component is used for popping up the sentences about the customer's praise to the customer service staff screened in the keyword screening unit in the form of text expressions; the picture expression pop-up component is used for key words. The sentences about the customer's compliments to the customer service staff screened in the word screening unit pop up in the form of picture expressions; when the keyword screening unit screens the chat content between the customer and the customer service staff, the information selection component is used to select the keyword screening unit Select and mark the sentences with praise for the customer service personnel filtered in the selection filter, and the information selection component will process the processed civilized language or text sent by the customer through the text expression pop-up component and the picture expression pop-up component. The compliment statement pops up on the chat interface of the customer service staff in the form of text expressions and picture expressions in the form of a pop-up window, so as to provide psychological comfort to the customer service staff, prevent the customer service staff from fatigued work, and improve the work enthusiasm of the customer service staff.
如图2所示，所述产品质量处理组件与店家或生产厂家的业务系统相连接；通过产品质量处理组件统计的关于客户反映的产品的质量或产品使用的问题，将以上统计后的信息传输到店家或生产厂家的业务系统中，以便店家或生产厂家能够及时的处理综合信息统计组件所统计的产品问题，进而提高客服人员的工作效率。As shown in Figure 2, the product quality processing component is connected to the business system of the store or manufacturer; the product quality or product usage issues reported by customers are collected by the product quality processing component, and the above-stated information is transmitted. To the business system of the store or manufacturer, so that the store or manufacturer can deal with the product problems counted by the comprehensive information statistics component in time, thereby improving the work efficiency of customer service personnel.
本发明的有益效果如下：The beneficial effects of the present invention are as follows:
1.通过操作界面更换模块，分类单元将客户给客服人员所发出的具有攻击性或辱骂性的信息进行分类，在通过声音单元、文字单元、图片单元将声音、文字、图片进行转化，转化成具有安慰或温馨的话语发送到客服人员的对话框内，能够提高客服人员工作的积极性，同时，防止因客户的不文明的语音文字，使得客服人员造成心理压力，轻则影响客服人员的工作状态，重则影响客服人员的生命安全。1. Replace the module through the operation interface, the classification unit classifies the offensive or abusive information sent by the customer to the customer service staff, and then converts the sound, text, and picture through the sound unit, text unit, and picture unit. Sending comforting or warm words to the dialog box of the customer service staff can improve the enthusiasm of the customer service staff. , which seriously affects the life safety of customer service personnel.
2.当数据统计模块统计到客户与客服人员的聊天文字内容后，关键字筛选组件将对文字聊天内容进行关键字的筛选，若筛选到具有攻击性的关键字句后，关键字处理组件将对不文明或攻击性的文字进行处理，将处理后的温馨的文字发送到客服人员的聊天界面上，进而对客服人员起到心理安慰的作用，减轻聊天客服的心理压力；若关键字筛选组件筛选到聊天文字内容是产品质量的问题，产品质量处理组件将对文字内容进行处理，便于快速解决客户提出的关于产品质量的问题。2. When the data statistics module counts the chat text content between the customer and the customer service staff, the keyword filter component will filter the text chat content by keywords. If the offensive keyword sentences are filtered out, the keyword processing component will Process the uncivilized or offensive text, and send the processed warm text to the chat interface of the customer service staff, thereby providing psychological comfort to the customer service staff and reducing the psychological pressure of the chat customer service; if the keyword screening component The content of the chat text is screened to be a product quality problem, and the product quality processing component will process the text content, so as to quickly solve the product quality problems raised by customers.
附图说明Description of drawings
图1是本发明整体的结构框图；Fig. 1 is the overall structural block diagram of the present invention;
图2是本发明中操作界面更换模块的结构框图；Fig. 2 is the structural block diagram of the operation interface replacement module in the present invention;
图3是本发明中数据统计模块的结构框图；Fig. 3 is the structural block diagram of the data statistics module in the present invention;
具体实施方式Detailed ways
使用图1至图3对本发明一实施方式的一种基于互联网的交互式办公系统进行如下说明。An Internet-based interactive office system according to an embodiment of the present invention will be described below using FIG. 1 to FIG. 3 .
如图1所示，本发明所述的一种基于互联网的交互式办公系统，包括监控模块、操作界面更换模块和数据统计模块；所述监控模块用于监控客服人员处理客户信息的实效性；所述操作界面更换模块包括分类单元、声音单元、文字单元和图片单元；所述分类单元用于将客户与客服人员聊天的信息中具有攻击性的文字、声音和图片进行分类处理；所述声音单元用于对分类单元所分类出具有攻击性的语气转换成柔弱的语气；所述文字单元用于对分类单元所分类出具有辱骂或攻击性的文字进行提取转换成温馨或安慰的文字；所述图片单元用于对分类单元所分类出具有辱骂或攻击性的图片转换成具有安慰的图片；所述数据统计模块用于统计监控模块所监控到的客户所反映的是产品或是客服人员未能解决客户的问题；通过操作界面更换模块，分类单元将客户给客服人员所发出的具有攻击性或辱骂性的信息进行分类，在通过声音单元、文字单元和图片单元将声音、文字、图片进行转化，转化成具有安慰或温馨的话语发送到客服人员的对话框内，能够提高客服人员工作的积极性，同时，防止因客户的不文明的语音文字，使得客服人员造成心理压力，轻则影响客服人员的工作状态，重则影响客服人员的生命安全；通过数据统计单元，使客户与客服人员聊天所反映的问题能够进行统计，方便快速的解决客户所反映的问题；同时保证客服人员能够减轻工作压力，提高个人的工作效率。As shown in Figure 1, a kind of Internet-based interactive office system according to the present invention includes a monitoring module, an operation interface replacement module and a data statistics module; the monitoring module is used to monitor the effectiveness of customer service personnel in processing customer information; The operation interface replacement module includes a classification unit, a sound unit, a text unit and a picture unit; the classification unit is used for classifying and processing offensive words, sounds and pictures in the information chatting between the customer and the customer service staff; the sound The unit is used to convert the offensive tone classified by the classification unit into a weak tone; the text unit is used to extract and convert the abusive or offensive words classified by the classification unit into warm or comforting words; The picture unit is used to convert the abusive or offensive pictures classified by the classification unit into pictures with comfort; the data statistics module is used to count whether the customers monitored by the monitoring module reflect the products or customer service personnel It can solve the customer's problem; replace the module through the operation interface, the classification unit classifies the offensive or abusive information sent by the customer to the customer service staff, and then the sound, text, and picture are processed through the sound unit, text unit and picture unit. It can be transformed into a dialog box with comforting or warm words and sent to the customer service staff, which can improve the enthusiasm of the customer service staff. The working status of the staff will seriously affect the life safety of the customer service staff; through the data statistics unit, the problems reflected in the chat between the customer and the customer service staff can be counted, so that the problems reported by the customer can be solved conveniently and quickly; at the same time, the customer service staff can be relieved of work. stress and improve personal productivity.
如图3所示，所述数据统计模块包括信息筛选单元、信息标记单元和信息处理单元；所述信息筛选单元用于对监控模块所监控到客户所反映的产品问题或客服人员服务问题进行筛选作业；所述信息标记单元用于对信息筛选单元所筛选的产品问题或客服人员服务问题进行标记，同时对客服人员已处理的信息进行标注；所述信息处理单元用于对信息标记单元所标记的产品问题或客服人员服务问题信息进行处理；信息筛选单元将客户所反映的的问题进行筛选，如果客户与客服人员聊天的文字或语音，所反映的信息是关于产品质量的问题，则信息筛选单元筛选出该客户所反映的产品质量的问题，如果客户与客服人员聊天的文字或语音，所反映的信息是不文明的语言或语音，则信息筛选单元筛选出该客户是具有攻击性或辱骂；信息标记单元将信息筛选单元所筛选出的不同的信息进行标记，同时将客服人员已解决的问题进行标记，便于对客服人员的个人业绩进行评判；信息处理单元用于对统计和标记后的具有攻击性的信息进行处理，防止客服人员的聊天界面中出现具有攻击性的信息，进而影响客服人员的工作状态。As shown in FIG. 3 , the data statistics module includes an information screening unit, an information marking unit and an information processing unit; the information screening unit is used to screen the product problems or customer service personnel service problems reflected by the customers monitored by the monitoring module. operation; the information marking unit is used to mark the product problems or customer service personnel service problems screened by the information screening unit, and at the same time mark the information processed by the customer service personnel; the information processing unit is used to mark the information marked by the information marking unit. The information of the product problem or customer service staff service problem information is processed; the information screening unit screens the problems reflected by the customer. If the text or voice chatting between the customer and the customer service staff reflects the information about the product quality, the information will be screened. The unit filters out the problem of product quality reflected by the customer. If the text or voice of the customer chatting with the customer service staff reflects uncivilized language or voice, the information screening unit filters out that the customer is offensive or abusive. ; The information marking unit marks the different information screened by the information screening unit, and at the same time marks the problems solved by the customer service staff, so as to facilitate the evaluation of the personal performance of the customer service staff; the information processing unit is used for statistical and marked Aggressive information is processed to prevent aggressive information from appearing in the chat interface of the customer service staff, thereby affecting the working status of the customer service staff.
如图2所示，所述文字单元包括关键字筛选组件、关键字处理组件和产品质量处理组件；所述关键字筛选组件用于对文字单元内文字进行筛选，将筛选的文字进行分类处理；所述关键字处理组件用于处理关键字筛选组件所筛选的具有攻击性或辱骂性的文字进行处理，并对处理后的文字转发给客服人员；所述产品质量处理组件用于对文字单元内客户所发出关于产品质量的文字进行处理，同时对此聊天的内容进行统计标注；当数据统计模块统计到客户与客服人员的聊天文字内容后，关键字筛选组件将对文字聊天内容进行关键字的筛选，若筛选到具有攻击性的关键字句后，关键字处理组件将对不文明或攻击性的文字进行处理，将处理后的温馨的文字发送到客服人员的聊天界面上，进而对客服人员起到心理安慰的作用，减轻聊天客服的心理压力；若关键字筛选组件筛选到聊天文字内容是产品质量的问题，产品质量处理组件将对文字内容进行处理，便于快速解决客户提出的关于产品质量的问题。As shown in FIG. 2 , the text unit includes a keyword screening component, a keyword processing component and a product quality processing component; the keyword screening component is used to screen the text in the text unit, and classify the screened text; The keyword processing component is used to process the offensive or abusive words screened by the keyword screening component, and forward the processed words to the customer service personnel; the product quality processing component is used to The text sent by the customer about the product quality is processed, and the content of the chat is statistically marked; when the data statistics module counts the text content of the chat between the customer and the customer service staff, the keyword screening component will carry out the keyword selection of the text chat content. After screening, if offensive keyword sentences are filtered out, the keyword processing component will process the uncivilized or offensive text, and send the processed warm text to the chat interface of the customer service staff, and then the customer service staff will be notified. Play the role of psychological comfort and reduce the psychological pressure of chat customer service; if the keyword screening component filters the chat text content to be a product quality problem, the product quality processing component will process the text content, which is convenient to quickly solve the customer's concerns about product quality. The problem.
如图3所示，所述信息筛选单元包括信息累计组件、综合信息处理组件和单向信息处理组件；所述信息累计组件用于对信息标记单元中所标记的产品问题或客服人员服务问题进行累计统计；所述综合信息处理组件用于处理信息累计组件中累计的关于客户所反映的产品问题进行处理作业；所述的单向信息处理组件用于处理信息累计组件累计的关于客户所反映的客服人员的服务态度的问题；通过信息累计组件将信息标记单元中所标记的产品问题或客服人员服务问题进行累计，若是出现产品或其他综合性的问题后，综合信息处理组件用于处理信息累计组件中累计的关于客户所反映的产品问题进行分类处理；信息累计组件若是记录到关于客服人员的个人问题，例如，服务态度不好，产品问题不能及时解决，或对产品的不了解等问题，则单向信息处理组件将这些信息问题进行处理解决，统计后的问题将会对个人工作业绩进行考评。As shown in FIG. 3 , the information screening unit includes an information accumulation component, a comprehensive information processing component and a one-way information processing component; the information accumulation component is used to carry out the product problems or customer service personnel service problems marked in the information marking unit. Accumulated statistics; the comprehensive information processing component is used to process the product problems reflected by the customers accumulated in the information accumulation component to perform processing operations; the one-way information processing component is used to process the accumulated information accumulated by the information accumulation component. The service attitude of the customer service personnel; the product problems or customer service personnel service problems marked in the information marking unit are accumulated through the information accumulation component. If there are product or other comprehensive problems, the comprehensive information processing component is used to process the information accumulation. The accumulated product problems reported by customers in the component are classified and processed; if the information accumulation component records personal problems related to customer service personnel, for example, poor service attitude, product problems that cannot be solved in time, or lack of understanding of products, etc. The one-way information processing component will process and solve these information problems, and the statistical problems will be used to evaluate individual work performance.
如图3所示，所述信息处理单元包括信息选择组件、文字表情弹出组件和图片表情弹出组件；所述信息选择组件用于选择关键字筛选单元中所筛选的的有关对客服人员具有赞美的语句进行选择筛选标记；所述文字表情弹出组件用于对关键字筛选单元中所筛选的关于客户对客服人员具有赞美的语句以文字表情的形式进行弹出；所述图片表情弹出组件用于对关键字筛选单元中所筛选的关于客户对客服人员具有赞美的语句以图片表情的形式弹出；当关键字筛选单元对客户与客服人员聊天的内容进行筛选时，信息选择组件用于选择关键字筛选单元中所筛选的的有关对客服人员具有赞美的语句进行选择筛选标记，信息选择组件将处理后的关于客户发出的文明语言或文字通过文字表情弹出组件和图片表情弹出组件进行处理，处理后的具有赞美的语句以文字表情和图片表情以弹窗的形式弹出到客服人员的聊天界面上，进而可以对客服人员进行心理安慰，防止客服人员的出现疲劳工作的状态，提高客服人员的工作积极性。As shown in FIG. 3 , the information processing unit includes an information selection component, a text expression pop-up component and a picture expression pop-up component; the information selection component is used to select the relevant items that are complimented to the customer service staff selected in the keyword screening unit. The text expression pop-up component is used for popping up the sentences about the customer's praise to the customer service staff screened in the keyword screening unit in the form of text expressions; the picture expression pop-up component is used for key words. The sentences about the customer's compliments to the customer service staff screened in the word screening unit pop up in the form of picture expressions; when the keyword screening unit screens the chat content between the customer and the customer service staff, the information selection component is used to select the keyword screening unit Select and mark the sentences with praise for the customer service personnel filtered in the selection filter, and the information selection component will process the processed civilized language or text sent by the customer through the text expression pop-up component and the picture expression pop-up component. The compliment statement pops up on the chat interface of the customer service staff in the form of text expressions and picture expressions in the form of a pop-up window, so as to provide psychological comfort to the customer service staff, prevent the customer service staff from fatigued work, and improve the work enthusiasm of the customer service staff.
如图2所示，所述产品质量处理组件与店家或生产厂家的业务系统相连接；通过产品质量处理组件统计的关于客户反映的产品的质量或产品使用的问题，将以上统计后的信息传输到店家或生产厂家的业务系统中，以便店家或生产厂家能够及时的处理综合信息统计组件所统计的产品问题，进而提高客服人员的工作效率。As shown in Figure 2, the product quality processing component is connected to the business system of the store or manufacturer; the product quality or product usage issues reported by customers are collected by the product quality processing component, and the above-stated information is transmitted. To the business system of the store or manufacturer, so that the store or manufacturer can deal with the product problems counted by the comprehensive information statistics component in time, thereby improving the work efficiency of customer service personnel.
以上所述仅为本发明的实施例，并非因此限制本发明的专利范围，凡是利用本发明说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本发明的专利保护范围。The above descriptions are only the embodiments of the present invention, and are not intended to limit the scope of the present invention. Any equivalent structure or equivalent process transformation made by using the contents of the description and drawings of the present invention, or directly or indirectly applied to other related technologies Fields are similarly included in the scope of patent protection of the present invention.
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