CN109272129B - Call center service management system - Google Patents
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Abstract
The invention discloses a call center service management system, which relates to the technical field of telephone communication service and comprises the following steps: the system comprises a database, a recording module, a voice conversion module, a keyword extraction module, a matching degree identification module and a sequencing module, wherein the recording module records audio signals of each customer service and user communication, converts the recorded audio signals into user question texts and customer service answer texts and stores the user question texts and customer service answer texts into the database; the preset questions closest to the user questions are selected through the matching module, the matching degree recognition module compares the customer service answer texts with the keywords of the standard answers to obtain matching degree results, the sorting module sorts the customer service answer texts answering the same preset questions according to the matching degree results, the preset questions and the customer service answer texts corresponding to the preset questions are stored in the database, and a case library for a novice to learn by customer service is formed.
Description
Technical Field
The invention relates to the technical field of telephone communication service, in particular to a call center service management system.
Background
A call center is a service organization consisting of a collection of service personnel at a relatively centralized location. The computer communication technology is usually used for processing telephone inquiries from enterprises and customers, particularly has the capability of simultaneously processing a large number of incoming calls and the capability of displaying calling numbers, can automatically distribute incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information.
At present, a call center customer service system is mainly used for accepting customer service appeal, namely, a customer dials a hotline, and a customer service specialist accepts and answers services according to relevant service specifications and an accepting flow. The call center customer service system comprises a service support system for accepting the customer service special member and a knowledge base system for facilitating the answer of the customer service special member, wherein the knowledge base is used for guiding the customer service to perform normative work in the service process and training novice customer service.
The existing knowledge base system generally stores answers to questions which may be provided by a user and operation flows of different matters, and the answers and the flows are generally standardized terms, and many times, a customer service specialist explains the answers, but the customer cannot understand the answers, so that the problem of the customer cannot be solved, and therefore, a learning case base formed by customer service and actual communication of the user is urgently needed to be provided.
Disclosure of Invention
The invention aims to provide a call center service management system, which forms a case library for a novice customer service to learn through the actual communication between the customer service and a user, and the case library forms a template with the best answer to a question through a real-time updating sequencing mode, so that the customer service provides better service for the user.
In order to solve the technical problems, the basic scheme provided by the invention is as follows:
a call center service management system comprising:
the database is stored with preset questions, question keywords corresponding to the preset questions and answer keywords for answering the preset questions in advance;
the recording module is used for recording an audio signal of the communication between the customer service and the user and sending the audio signal to the voice conversion module;
the voice conversion module is used for converting the recorded audio signals into user question texts and customer service answer texts and storing the user question texts and the customer service answer texts into a database;
the keyword extraction module is used for extracting keywords of the user question text and sending the keywords to the matching module, and is also used for extracting keywords in the customer service answer text and sending the keywords to the matching degree identification module;
the matching module is used for matching the keywords in the user question text with the question keywords corresponding to the preset questions stored in the database and selecting the preset question closest to the user question;
the matching degree identification module is used for comparing the keywords in the customer service answer text with the answer keywords corresponding to the preset questions and obtaining a matching degree result;
and the sequencing module is used for sequencing the customer service answer texts for answering the same preset question according to the matching degree result.
The basic scheme has the beneficial effects that:
according to the technical scheme, the recording module records the audio signal of each communication between the customer service and the user, converts the recorded audio signal into a user question text and a customer service answer text, and stores the user question text and the customer service answer text in the database; selecting a preset question which is closest to a question asked by a user through a matching module, namely classifying the questions asked by the user in an incoming call, wherein the questions in each category correspond to a keyword of a standard answer, comparing a customer service answer text with the keyword of the standard answer by a matching degree identification module to obtain a matching degree result, indicating that the answer of the customer service meets the standard when the matching degree is high, and indicating that the answer of the customer service is not enough when the matching degree is low; aiming at each preset question, different customer services have different answers, the matching degree results obtained by answers of different customer services are different, the sequencing module sequences the customer service answer texts for answering the same preset question according to the matching degree results, so that the novice customer service can select the best answer for answering a certain preset question to practice through the sequenced customer service answer texts, and the preset question and the customer service answer texts corresponding to the preset question are stored in the database to form a case library for the novice customer service to learn.
Compared with the existing knowledge base of fixed standardized terms, the case base for a novice to learn by customer service is formed by the actual communication between the customer service and the user, the case base forms a template which can answer preset questions best in a real-time updating sequencing mode, and the customer service answer text obtained by actual combat is more real and popular and easier to understand compared with the answer template of the standardized terms, so that the customer service provides better service for the user.
Further, still include:
the busy detection module is used for detecting whether the customer service telephone is busy or not;
the reservation module is used for sending reservation notification information to a user terminal used by a user when the customer service telephone is busy, and allowing the user to reserve and register incoming call time, incoming call problems and user information;
the call detection module is used for detecting whether the user who makes the appointment for registration calls the customer service at the appointment time;
and the dialing module is used for dialing the telephone of the user when the user does not have a call with the customer service at the reserved time.
When a user calls a customer service and finds that the customer service telephone is busy, the reservation module automatically sends reservation notification information to a user terminal used by the user to remind the user of reserving the time for calling, and registers the incoming call time, incoming call problems and user information, wherein the user information comprises a user name, a user identity card number, a user telephone number and the like, when the call detection module detects that the time for reservation and registration of the user is not communicated with the customer service, the user forgets to make a call or has a delay, and the customer service dials the user telephone through the dialing module to actively solve the problem of reservation and registration to the user.
Further, still include:
the voice recording module is used for recording answer voice of the customer service answering the user reservation questions and sending the answer voice to the database for storage;
and the voice playing module is used for selecting corresponding answer voice from the database to play according to the question reserved by the user when the user calls the phone.
Because the user registers the incoming call question when making a reservation, the customer service can record answer voice for answering the question in advance according to the incoming call question registered by the user, and the customer service records the answer voice for answering the reservation question of the user through the voice recording module and sends the answer voice to the database for storage; when the customer service dials the telephone of a certain reservation user, the voice playing module selects the corresponding answer voice from the database to play according to the problem reserved by the user. By means of recording answer voices in advance, a large amount of repeated answering work is shared for customer service, and the workload of the customer service is reduced.
Further, still include:
the database is also used for pre-storing standard call duration for answering each preset question;
the timing module is used for timing the actual call duration of the user and the customer service;
the matching degree identification module is also used for comparing the actual call duration with the standard call duration corresponding to the preset problem and obtaining a duration comparison result;
and the sequencing module is also used for sequencing the customer service answer texts for answering the same preset question according to the time length comparison result.
The matching degree identification module can compare keywords in the customer service answer text with answer keywords corresponding to the preset questions, can also compare the actual call duration with the standard call duration corresponding to the preset questions, and obtains duration comparison results, and the sorting module sorts the customer service answer texts answering the same preset questions according to two dimensionality factors of the matching degree results and the duration comparison results, so that sorting is more reasonable.
Further, still include:
the satisfaction degree scoring module is used for scoring the service of the customer service by the user;
and the sequencing module is also used for sequencing the customer service answer texts according to the service scores of the customer services by the users.
The sorting module sorts the customer service answer texts answering the same preset question according to the matching degree result, the duration comparison result and the three-dimensional factor of customer service grading of the user, so that the quality of the customer service answer texts can be judged from multiple dimensions.
Further, the ranking module includes:
the grading submodule is used for grading the answer of the customer service according to the matching degree result;
and the sequencing submodule is used for sequencing the customer service answer texts for answering the same preset question according to the grade.
By adopting the design, the customer service answer texts for answering the same preset question are sorted according to the grade, so that the sorting is more visual.
Further, still include:
and the query module is used for the customer service to input the keywords to query the preset questions and the ordered customer service answer texts corresponding to the preset questions.
Through the query module, the best answer for answering a preset question can be queried by novice customer service or customer service with insufficient experience, and the customer service is helped to better provide high-quality service for the user.
Drawings
FIG. 1 is a schematic block diagram of a first embodiment of a call center service management system of the present invention;
fig. 2 is a schematic block diagram of a second embodiment of the call center service management system of the present invention.
Detailed Description
The following is further detailed by way of specific embodiments:
example one
As shown in fig. 1, the call center service management system of the present invention includes:
the database is stored with preset questions, question keywords corresponding to the preset questions and answer keywords for answering the preset questions in advance; the standard call duration for answering each preset question is prestored; the method comprises the steps that keywords corresponding to preset questions are set, so that the questions can be classified when a user asks questions; setting an answer keyword for answering each preset question so as to judge whether the customer service answer question meets the standard; assuming that "preset question 1" and "preset question 2" are stored in advance, the keywords corresponding to the preset question 1 are "a 1", "a 2" … "An", and the answer keywords answering the preset question 1 are "B1", "B2" … "Bm"; the preset keywords corresponding to the question 2 are "vocabulary C1", "C2" … "Cn", and the answer keywords answering the preset question 2 are "D1", "D2" … "Dm";
the timing module is used for timing the actual call duration of the user and the customer service;
the recording module is used for recording an audio signal of the communication between the customer service and the user and sending the audio signal to the voice conversion module;
the voice conversion module is used for converting the recorded audio signals into user question texts and customer service answer texts and storing the user question texts and the customer service answer texts into a database;
the satisfaction degree scoring module is used for scoring the service of the customer service by the user;
the keyword extraction module is used for extracting keywords of the user question text and sending the keywords to the matching module, and is also used for extracting keywords in the customer service answer text and sending the keywords to the matching degree identification module;
the matching module is used for matching the keywords in the user question text with the question keywords corresponding to the preset questions stored in the database and selecting the preset question closest to the user question;
the matching degree identification module is used for comparing the keywords in the customer service answer text with the answer keywords corresponding to the preset questions and obtaining a matching degree result; the system is also used for comparing the actual call duration with the standard call duration corresponding to the preset problem and obtaining a duration comparison result;
the ordering module is used for ordering the customer service answer texts for answering the same preset question according to the matching degree result, the duration comparison result and the service score of the customer service by the user; sorting the customer service answer texts answering the same preset question according to the matching degree result, the duration comparison result and the three-dimensional factor of the customer service grading of the user, so that the quality of the customer service answer texts can be judged from multiple dimensions; in this embodiment, only three dimensional factors are exemplified, and certainly, several dimensional factors are exemplified according to actual situations to order the customer service answer texts, for example, the clarity of the tone of the communication between the customer service and the user or the quality of the emotion, etc., which are not exemplified one by one;
and the query module is used for the customer service to input the keywords to query the preset questions and the ordered customer service answer texts corresponding to the preset questions.
In this embodiment, the sorting module includes:
the weight division submodule is used for dividing the weight of the matching degree result, the duration comparison result and the service score of the customer service by the user;
the scoring submodule is used for scoring the matching degree result, the duration comparison result and the service scoring of the customer service by the user respectively, and weighting and summing the three factors to obtain the total score of the customer service answer;
and the sequencing submodule is used for sequencing the customer service answer texts for answering the same preset question according to the total score.
According to the technical scheme, the recording module records the audio signal of each communication between the customer service and the user, converts the recorded audio signal into a user question text and a customer service answer text, and stores the user question text and the customer service answer text in the database; selecting a preset question which is closest to a question asked by a user through a matching module, namely classifying the questions asked by the user in an incoming call, wherein the questions in each category correspond to a keyword of a standard answer, comparing a customer service answer text with the keyword of the standard answer by a matching degree identification module to obtain a matching degree result, indicating that the answer of the customer service meets the standard when the matching degree is high, and indicating that the answer of the customer service is not enough when the matching degree is low; different customer service has different answers aiming at each question, and the matching degree results obtained by the answers of different customer service are different.
The method comprises the steps that the actual call duration of a user and a customer service is timed through a timing module, a matching degree identification module compares the actual call duration with a standard call duration corresponding to a preset question and obtains a duration comparison result, specifically, the duration comparison result is an absolute value of a difference value between the actual call duration and the standard call duration, and when the absolute value is smaller, the answer of the customer service is closer to the standard call duration; the larger the absolute value, the longer the response of the customer service deviates from the standard talk time.
Through the satisfaction degree scoring module, the user can score the service of customer service, and the quality of the customer service can be seen through the satisfaction degree scoring.
The ordering module orders customer service answer texts answering the same preset question according to the matching degree result, the duration comparison result and the service score of the customer service by the user, and specifically, the weight dividing submodule firstly divides the weight of three factors of the matching degree result, the duration comparison result and the service score of the customer service by the user; then the scoring submodule scores the matching degree result, the duration comparison result and the service scoring of the customer service by the user respectively, and the three factors are weighted and summed to obtain the total score of the customer service answer; and finally, the sequencing submodule sequences the customer service answer texts for answering the same preset question according to the total score.
Wherein, the specific sequencing process is as follows:
1. weight submodule division weights
Assume that the weights divided by the weight division submodule for the three factors of the matching degree result, the duration comparison result and the service score of the customer service by the user are W1, W2 and W3 respectively (W1+ W2+ W3 is 1).
2. The scoring submodule scores each factor
The scoring of each factor can be performed according to a preset scoring rule, and the preset scoring rule is assumed to be: classifying the factors into grade intervals, and setting a preset score for each grade interval, wherein the preset score is specifically shown in a table I:
watch 1
In the above table, the time length comparison result is an absolute value of a difference between the actual call time length and the standard call time length.
3. Calculating the total score of a customer service for answering a preset question according to the preset rule
For example, after a certain client answers a question of a certain user, if the matching degree result is 60%, the duration comparison result is 5 minutes, and the user scores for customer service for 4.9 points, the total score is:
W1*30+W2*30+W3*35
after another client answers the same question of another user, if the matching degree result is 90%, the duration comparison result is 12 minutes, and the user scores the customer service for 4.8 points, the total score is:
W1*35+W2*20+W3*30
4. ordering the customer service answer texts for answering the same preset question according to the height of the total score
The best customer service answer text for answering the preset question is obtained by comparing the total scores of the two customer services, when a novice customer service or a customer service with insufficient experience inquires the answer of the preset question through the query module, the best customer service answer text for answering the preset question is preferentially displayed and is always in dynamic change, when a new customer service answer is better than the original best customer service answer text, the new customer answer text is displayed at the first place, and the mode that a traditional knowledge base only stores fixed dialects is broken through.
In summary, the ordered customer service answer texts, the preset questions and the customer service answer texts corresponding to the preset questions are stored in the database, so as to form a case library for the novice customer service to learn, and the novice customer service can select the best answer for answering a certain preset question to practice. Compared with the existing knowledge base of fixed standardized terms, the case base for a novice to learn by customer service is formed by the actual communication between the customer service and the user, the case base forms a template which can answer preset questions best in a real-time updating sequencing mode, and the customer service answer text obtained by actual combat is more real and popular and easier to understand compared with the answer template of the standardized terms, so that the customer service provides better service for the user.
Example two
As shown in fig. 2, the difference between the present embodiment and the first embodiment is that:
the busy detection module is used for detecting whether the customer service telephone is busy or not;
the reservation module is used for sending reservation notification information to a user terminal used by a user when the customer service telephone is busy, and allowing the user to reserve and register incoming call time, incoming call problems and user information; specifically, the reservation notification information comprises a reservation registration number, and a user inputs or selects incoming call time, incoming call problems and user information according to voice prompt by dialing the reservation registration number, and finally selects and confirms to complete the reservation registration;
the call detection module is used for detecting whether the user who makes the appointment for registration calls the customer service at the appointment time;
the dialing module is used for dialing the telephone of the user when the user does not communicate with the customer service at the reserved time;
the voice recording module is used for recording answer voice of the customer service answering the user reservation questions and sending the answer voice to the database for storage;
and the voice playing module is used for selecting corresponding answer voice from the database to play according to the question reserved by the user when the user calls the phone.
When a user calls a customer service and finds that the customer service telephone is busy, the reservation module automatically sends reservation notification information to a user terminal used by the user to remind the user of reserving the time for conversation and registers the incoming call time, incoming call problems and user information of the user, the incoming call problems can be an identification card subsidizing process, medical insurance information inquiry and the like, the user information comprises a user name, a user identity card number, a user telephone number and the like, when the conversation detection module detects that the time for reservation and registration of the user is not communicated with the customer service, the user forgets to make a call or delays the call, and the customer service dials the telephone of the user through the dialing module and actively answers the reserved and registered problems to the user.
Because the user registers the incoming call question when making a reservation, the customer service can record answer voice for answering the question in advance according to the incoming call question registered by the user, and the customer service records the answer voice for answering the reservation question of the user through the voice recording module and sends the answer voice to the database for storage; when the customer service dials the telephone of a certain reservation user, the voice playing module selects the corresponding answer voice from the database to play according to the problem reserved by the user. By means of recording answer voices in advance, a large amount of repeated answering work is shared for customer service, and the workload of the customer service is reduced.
The foregoing is merely an example of the present invention and common general knowledge of known specific structures and features of the embodiments is not described herein in any greater detail. It should be noted that, for those skilled in the art, without departing from the structure of the present invention, several changes and modifications can be made, which should also be regarded as the protection scope of the present invention, and these will not affect the effect of the implementation of the present invention and the practicability of the patent. The scope of the claims of the present application shall be determined by the contents of the claims, and the description of the embodiments and the like in the specification shall be used to explain the contents of the claims.
Claims (6)
1. A call center service management system, comprising: the database is stored with preset questions, question keywords corresponding to the preset questions and answer keywords for answering the preset questions in advance;
the recording module is used for recording an audio signal of the communication between the customer service and the user and sending the audio signal to the voice conversion module;
the voice conversion module is used for converting the recorded audio signals into user question texts and customer service answer texts and storing the user question texts and the customer service answer texts into a database;
the keyword extraction module is used for extracting keywords of the user question text and sending the keywords to the matching module, and is also used for extracting keywords in the customer service answer text and sending the keywords to the matching degree identification module;
the matching module is used for matching the keywords in the user question text with the question keywords corresponding to the preset questions stored in the database and selecting the preset question closest to the user question;
the matching degree identification module is used for comparing the keywords in the customer service answer text with the answer keywords corresponding to the preset questions and obtaining a matching degree result;
the ordering module is used for ordering the customer service answer texts for answering the same preset question according to the matching degree result;
the database also prestores standard call duration for answering each preset question; the system also comprises a timing module used for timing the actual call duration between the user and the customer service; the matching degree identification module is also used for comparing the actual call duration with the standard call duration corresponding to the preset problem and obtaining a duration comparison result; the sequencing module is also used for sequencing the customer service answer texts for answering the same preset question according to the time length comparison result.
2. The call center service management system of claim 1, further comprising: the busy detection module is used for detecting whether the customer service telephone is busy or not;
the reservation module is used for sending reservation notification information to a user terminal used by a user when the customer service telephone is busy, and allowing the user to reserve and register incoming call time, incoming call problems and user information;
the call detection module is used for detecting whether the user who makes the appointment for registration calls the customer service at the appointment time;
and the dialing module is used for dialing the telephone of the user when the user does not have a call with the customer service at the reserved time.
3. The call center service management system of claim 2, further comprising: the voice recording module is used for recording answer voice of the customer service answering the user reservation questions and sending the answer voice to the database for storage;
and the voice playing module is used for selecting corresponding answer voice from the database to play according to the question reserved by the user when the user calls the phone.
4. The call center service management system of claim 1, further comprising: the satisfaction degree scoring module is used for scoring the service of the customer service by the user;
and the sequencing module is also used for sequencing the customer service answer texts according to the service scores of the customer services by the users.
5. The call center service management system of claim 1, wherein the ranking module comprises: the grading submodule is used for grading the answer of the customer service according to the matching degree result;
and the sequencing submodule is used for sequencing the customer service answer texts for answering the same preset question according to the grade.
6. The call center service management system of claim 1, further comprising: and the query module is used for the customer service to input the keywords to query the preset questions and the ordered customer service answer texts corresponding to the preset questions.
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| CN110147905B (en) * | 2019-05-08 | 2022-03-25 | 联想(北京)有限公司 | Information processing method, device, system and storage medium |
| CN110610705B (en) * | 2019-09-20 | 2023-07-25 | 上海数鸣人工智能科技有限公司 | Voice interaction prompter based on artificial intelligence |
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