CN104469030A - Service request processing method and system based on client question - Google Patents
Service request processing method and system based on client question Download PDFInfo
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- CN104469030A CN104469030A CN201410602811.9A CN201410602811A CN104469030A CN 104469030 A CN104469030 A CN 104469030A CN 201410602811 A CN201410602811 A CN 201410602811A CN 104469030 A CN104469030 A CN 104469030A
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Abstract
The invention relates to a service request processing method and system based on a client question. The method includes the steps that firstly, all pieces of information relevant to the client question are detached into multiple information assemblies, the information assembly with the minimum service significance is defined as an information unit, and the multiple information assemblies with the same service significance are packaged into an information cluster; secondly, the information unit and the information cluster are selected to conduct packaging and combining, and page information is formed; fourthly, corresponding service request nodes are selected according to client incoming calls, the page information relevant to the service request nodes are then selected to be executed, and the information assemblies included in the page information are positioned. According to the service request processing method, the client question is fast positioned for a telephone operator based on the conversion of the service mode of the client question, an integrated information view is provided for solving the client question, and fast and accurate services are also provided for the client.
Description
Technical field
The invention belongs to customer service system field, relate to the Java technology relevant to customer service system, Web technology, database technology and software development technique etc., particularly relate to a kind of service request processing method based on customer issue and system.
Background technology
User related information in current customer service OP and service related information are distributed in each business module, information too disperses to be unfavorable for that operator provides effective service according to customer issue, studying carefully its main cause is, the Constructing ideas of system is not based on customer issue, but based on business function.This kind of service mode based on business function first listens to customer issue, then in each corresponding functional module, find the relevant information solving customer issue to answer the question for client, finally preserve service request information and the incoming call reason conversed as this again.This service mode must not the rapid location client problem of operator, increases the air time of operator, also affects customer experience.As publication CN200310102333.7, adopt network analysis customer issue, realizing automatically carrying out recovery function to problem, is namely a kind of service mode based on business function.
Summary of the invention
Technical problem to be solved by this invention is to provide a kind of service request processing method based on customer issue and system, for solving the problems such as the location that tradition exists based on the service mode of business function is slow, call is grown.
The technical scheme that the present invention solves the problems of the technologies described above is as follows: a kind of service request processing method based on customer issue, comprising:
All information of being correlated with from customer issue are split as the different multiple information assemblies of function, the information assembly with minimal service meaning are defined as information unit, are packaged into informational cluster by by multiple information assembly with identical services meaning by step 1;
Step 2, selects information unit and informational cluster to carry out encapsulating and combining, forms page info; Step 3, associates page info with service requesting node;
Step 4, selects corresponding service requesting node according to caller client, then the page info selecting this service requesting node to associate, and performs page info, locates the information assembly that this page info comprises.
On the basis of technique scheme, the present invention can also do following improvement.
Further, described information assembly comprise application stop answering a pager's call assembly, strange land stop answering a pager's call assembly, number report the loss separate hanging component, integration turns the assembly that prestores, integration start assembly, rate record component, adjust account record component, recharging and paying enquiring component, telephone expenses enquiring component, set meal to handle assembly and password resets amendment assembly.
Further, in described information assembly, password authentication module is installed, for when page info performs, carries out password authentification.
Further, described step 2 also comprises: configure information unit and the displaying order of informational cluster in page info.
Further, in described step 3, page info and service requesting node are carried out associating specifically comprising: preset the page and service request for relation one to one, the ID of page info is updated in service request information table, completes associating of page info and service requesting node.
Accordingly, technical scheme of the present invention also comprises a kind of service request treatment system based on customer issue, comprising:
Information definition module, for all information of being correlated with from customer issue are split as the different multiple information assemblies of function, the information assembly with minimal service meaning is defined as information unit, is packaged into informational cluster by by multiple information assembly with identical services meaning;
Page info generation module, for selecting information unit and informational cluster to carry out encapsulating and combining, forms page info;
Relating module, for associating page info with service requesting node;
Page info Executive Module, for selecting corresponding service requesting node according to caller client, then the page info selecting this service requesting node to associate, perform page info, locate the information assembly that this page info comprises.
Further, described page info generation module is also for configuring information unit and the displaying order of informational cluster in page info.
Further, page info and service requesting node carry out associating specifically comprising by described relating module: preset the page and service request for relation one to one, the ID of page info is updated in service request information table, completes associating of page info and service requesting node.
The invention has the beneficial effects as follows: the transformation that the present invention is based on customer issue service mode, for the rapid location client problem of operator, solve the information view that customer issue provides integration, also serve fast and accurately for client provides simultaneously, minimizing operator searches the troublesome operation involved by relevant information, substantially reduce the air time of operator, thus improve service-aware and the satisfaction of client.
Accompanying drawing explanation
Fig. 1 is the schematic flow sheet of a kind of service request processing method based on customer issue of the present invention;
Fig. 2 is the structural representation of a kind of service request treatment system based on customer issue of the present invention.
Embodiment
Be described principle of the present invention and feature below in conjunction with accompanying drawing, example, only for explaining the present invention, is not intended to limit scope of the present invention.
As shown in Figure 1, this gives a kind of service request processing method based on customer issue, comprising:
All information of being correlated with from customer issue are split as the different multiple information assemblies of function, the information assembly with minimal service meaning are defined as information unit, are packaged into informational cluster by by multiple information assembly with identical services meaning by step 1;
Step 2, selects information unit and informational cluster to carry out encapsulating and combining, forms page info; Step 3, associates page info with service requesting node;
Step 4, selects corresponding service requesting node according to caller client, then the page info selecting this service requesting node to associate, and performs page info, locates the information assembly that this page info comprises.
In the present embodiment, information assembly is equivalent to an information unit, and data in each information unit corresponding informance cell list, comprises ID, title, the HTML of preview effect and relevant information.Show that the parameter of the informational needs of this information unit then leaves in parameter list.
In the present embodiment, described information assembly comprise application stop answering a pager's call assembly, strange land stop answering a pager's call assembly, number report the loss separate hanging component, integration turns the assembly that prestores, integration start assembly, rate record component, adjust account record component, recharging and paying enquiring component, telephone expenses enquiring component, set meal to handle assembly and password resets amendment assembly.
Described step 2 also comprises and configures information unit and the informational cluster displaying order in page info, and the information unit of the composition page and informational cluster, by the mode of circulation, are shown according to the displaying order of configuration.
In described step 3, page info and service requesting node are carried out associating specifically comprising: preset the page and service request for relation one to one, the ID of page info is updated in service request information table, completes associating of page info and service requesting node.
In described step 4, service requesting node is that the problem that operator proposes according to client manually chooses, and people, for associating, selects after service requesting node, then the option selecting the page to perform, and carries out the content of showing the page associated by this service request.
In addition, wherein, in described information assembly, password authentication module is installed, for when page info performs, carries out password authentification.
Accordingly, as shown in Figure 2, the present embodiment gives a kind of service request treatment system based on customer issue, comprising:
Information definition module, for all information of being correlated with from customer issue are split as the different multiple information assemblies of function, the information assembly with minimal service meaning is defined as information unit, is packaged into informational cluster by by multiple information assembly with identical services meaning;
Page info generation module, for selecting information unit and informational cluster to carry out encapsulating and combining, forms page info;
Relating module, for associating page info with service requesting node;
Page info Executive Module, for selecting corresponding service requesting node according to caller client, then the page info selecting this service requesting node to associate, perform page info, locate the information assembly that this page info comprises.
Should be consistent with the implementation process of above-mentioned service request processing method based on the service request treatment system of customer issue.
Adopt the service request processing method based on customer issue and system, the web interface of corresponding service request process can be set up.When caller client, mainly carry out service request process according to the following steps.
1) at service request maintenance interface, the page info that service requesting node will associate is selected.
2) select corresponding service requesting node according to caller client, select the page in right-click menu to perform option.
3) open the information assembly of this service request configuration, comprising application and stop answering a pager's call, stops answering a pager's call in strange land, and number is reported the loss to separate and hung, and integration turns and prestores, and integration is started shooting, payment record, adjusts account record etc.
4) action need that business handling is relevant carries out password authentification, ejects password authentification, selects verification mode, submits to.
5) password authentification success, opens corresponding business handling function pages, for client handles corresponding business.
Page info, in service request maintenance function, associates with service requesting node by the present embodiment.After caller client, operator's service requesting node that first problem selection is corresponding according to client, the page in right-click menu is selected to perform, show all information assemblies that the page corresponding to this service requesting node comprises, by the information assembly in this page, help the rapid orientation problem of client, deal with problems.
Again please to look into telephone expenses for customer requirement, the flow process that the present embodiment realizes is as follows:
Configuration phase: the information that client's telephone expenses are relevant is split into information unit and is saved in database, information unit can be formed informational cluster if needed and be saved in informational cluster; Generate page info, the information unit relevant with client's telephone expenses and informational cluster are joined in the page, and the good parameter of initialization and information unit and configure the displaying order etc. of informational cluster; Select corresponding page info at the service request page, associate.
Operational phase: after client's calling, selects the telephone expenses query node of service request, click right according to customer requirement, select the page to perform menu item, and the details of carrying out client's calling charge information are shown.
The foregoing is only preferred embodiment of the present invention, not in order to limit the present invention, within the spirit and principles in the present invention all, any amendment done, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. based on a service request processing method for customer issue, it is characterized in that, comprising:
All information of being correlated with from customer issue are split as the different multiple information assemblies of function, the information assembly with minimal service meaning are defined as information unit, are packaged into informational cluster by by multiple information assembly with identical services meaning by step 1;
Step 2, selects information unit and informational cluster to carry out encapsulating and combining, forms page info;
Step 3, associates page info with service requesting node;
Step 4, selects corresponding service requesting node according to caller client, then the page info selecting this service requesting node to associate, and performs page info, locates the information assembly that this page info comprises.
2. service request processing method according to claim 1, it is characterized in that, described information assembly comprise application stop answering a pager's call assembly, strange land stop answering a pager's call assembly, number report the loss separate hanging component, integration turns the assembly that prestores, integration start assembly, rate record component, adjust account record component, recharging and paying enquiring component, telephone expenses enquiring component, set meal to handle assembly and password resets amendment assembly.
3. service request processing method according to claim 1 and 2, is characterized in that, is provided with password authentication module in described information assembly, for when page info performs, carries out password authentification.
4. service request processing method according to claim 1 and 2, is characterized in that, described step 2 also comprises: configure information unit and the displaying order of informational cluster in page info.
5. service request processing method according to claim 1 and 2, it is characterized in that, in described step 3, page info and service requesting node are carried out associating specifically comprising: preset the page and service request for relation one to one, the ID of page info is updated in service request information table, completes associating of page info and service requesting node.
6., based on a service request treatment system for customer issue, it is characterized in that, comprising:
Information definition module, for all information of being correlated with from customer issue are split as the different multiple information assemblies of function, the information assembly with minimal service meaning is defined as information unit, is packaged into informational cluster by by multiple information assembly with identical services meaning;
Page info generation module, for selecting information unit and informational cluster to carry out encapsulating and combining, forms page info;
Relating module, for associating page info with service requesting node;
Page info Executive Module, for selecting corresponding service requesting node according to caller client, then the page info selecting this service requesting node to associate, perform page info, locate the information assembly that this page info comprises.
7. service request treatment system according to claim 6, it is characterized in that, described information assembly comprise application stop answering a pager's call assembly, strange land stop answering a pager's call assembly, number report the loss separate hanging component, integration turns the assembly that prestores, integration start assembly, rate record component, adjust account record component, recharging and paying enquiring component, telephone expenses enquiring component, set meal to handle assembly and password resets amendment assembly.
8. the service request treatment system according to claim 6 or 7, is characterized in that, is provided with password authentication module in described information assembly, for when page info performs, carries out password authentification.
9. the service request treatment system according to claim 6 or 7, is characterized in that, described page info generation module is also for configuring information unit and the displaying order of informational cluster in page info.
10. the service request treatment system according to claim 6 or 7, it is characterized in that, page info and service requesting node carry out associating specifically comprising by described relating module: preset the page and service request for relation one to one, the ID of page info is updated in service request information table, completes associating of page info and service requesting node.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201410602811.9A CN104469030B (en) | 2014-10-31 | 2014-10-31 | Service request processing method and system based on client question |
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| CN201410602811.9A CN104469030B (en) | 2014-10-31 | 2014-10-31 | Service request processing method and system based on client question |
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| CN104469030A true CN104469030A (en) | 2015-03-25 |
| CN104469030B CN104469030B (en) | 2017-04-12 |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN111857676A (en) * | 2020-08-03 | 2020-10-30 | 北京思特奇信息技术股份有限公司 | Method and system for realizing service acceptance scene based on template configuration |
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| WO2008012834A2 (en) * | 2006-07-25 | 2008-01-31 | Jain Pankaj | A method and a system for searching information using information device |
| CN102035868A (en) * | 2009-09-28 | 2011-04-27 | 上海智臻网络科技有限公司 | Method and device for implementing webpage automatic customer service |
| CN102300007A (en) * | 2010-06-23 | 2011-12-28 | 上海博路信息技术有限公司 | Flattening menu system for call center based on voice identification |
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| US20020029154A1 (en) * | 2000-09-07 | 2002-03-07 | Hnc Software, Inc. | Mechanism and method for dynamic question handling through an electronic interface |
| CN1609867A (en) * | 2003-10-24 | 2005-04-27 | 英业达股份有限公司 | Network customer's question reply system |
| WO2008012834A2 (en) * | 2006-07-25 | 2008-01-31 | Jain Pankaj | A method and a system for searching information using information device |
| CN102035868A (en) * | 2009-09-28 | 2011-04-27 | 上海智臻网络科技有限公司 | Method and device for implementing webpage automatic customer service |
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