CN112367434B - Automatic distribution system for power grid customer service operation resources - Google Patents
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- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
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Abstract
The invention discloses an automatic distribution system of operation resources of a power grid customer service business, wherein a customer identity authentication module is connected with a coding unit and a customer information acquisition module, the coding unit is connected with a queuing module and an appointment system, the queuing module is connected with a distribution switching module, the distribution switching module is connected with a group distribution unit, the group distribution unit is connected with an intra-group distribution unit, a customer service sequencing module, a customer service state detection unit and a session monitoring module, and the session monitoring module is connected with a manager terminal. The reservation system can be used for reserving the call, and the prior call can be carried out in busy hours, so that the problem that a user tries to call for many times in busy hours is solved. According to the data obtained by the client information acquisition module, the client can be preferentially accessed to the client service with better current evaluation for conversation, so that the client satisfaction is improved.
Description
Technical Field
The invention relates to the technical field of automatic distribution of power grid customer service operation resources, in particular to an automatic distribution system of power grid customer service operation resources.
Background
The original customer service system of the power system is used as a window for communication between a client and a power supply enterprise, great convenience is brought to the client, and the social image of the enterprise is improved. Due to the technical level limitation during construction, part of platform products cannot meet the requirements of service operation, management and monitoring, and particularly, during the conversation peak, a client frequently dials for many times and is always in a transfer state, so that certain trouble is brought to the client. After the customer is frequently hung up, the butted customer service is replaced when the customer is accessed again, so that the customer needs to describe related service problems repeatedly, the communication time is long, large customer service resources are occupied, and the efficient work of the customer service is not facilitated.
Disclosure of Invention
The invention aims to provide an automatic distribution system of power grid customer service operation resources, which aims to solve the problems in the background technology.
In order to achieve the purpose, the invention provides the following technical scheme: a power grid customer service operation resource automatic distribution system comprises a telephone access end, a customer identity authentication module, a customer information storage module, a coding unit, a reservation system, a queuing module, a distribution switching module, a group distribution unit, an intra-group distribution unit, a customer service sequencing module, a customer service state detection unit, a session monitoring module, a customer current communication frequency recording module, a manager terminal, an alarm unit, a data sorting module, a data storage module and a data retrieval module, wherein the telephone access end is connected with the customer identity authentication module, the customer identity authentication module is connected with the coding unit and a customer information acquisition module, the coding unit is connected with the queuing module and the reservation system, the queuing module is connected with the distribution switching module, the distribution switching module is connected with the group distribution unit, the intra-group distribution unit, the customer service state detection unit, the reservation system, the customer current time recording module, the manager terminal, the alarm unit, the data sorting module, the data storage module and the data retrieval module The system comprises a customer service sequencing module, a customer service state detection module, a session monitoring module and a manager terminal, wherein the manager terminal is connected with an alarm unit and a data sorting module, the data sorting module is connected with a data storage module, the data storage module is connected with a data calling module, the data calling module is connected with an intra-group distribution unit, a customer information acquisition module is connected with a customer information storage module and a customer satisfaction investigation module, the customer satisfaction investigation module is connected with a customer service high-quality service level ranking module, and the customer service high-quality service level ranking module is connected with the customer information storage module and the intra-group distribution unit.
By adopting the technical scheme, after a telephone is accessed from a telephone access end, a client identity authentication module authenticates the owner identity through a telephone number, then the calling is encoded through an encoding unit, a queuing module carries out sequential queuing access according to the encoding, an allocation switching module allocates the calling to different group allocation units, and the group allocation units allocate the calling; the customer service ordering module is used for ordering the customer service to access the call, automatically jumping to the next customer service to access when the customer service is not idle, and the customer service state detection unit can detect whether the customer service is in a working state or a call state; when the communication is carried out, the session monitoring module monitors the whole-process communication, the manager terminal can acquire session contents, when an emergency situation is found, the alarm unit can give an alarm directly, the service data processed by the manager terminal is sorted by the data sorting module and then stored in the data storage module, and the data calling module can be used for calling and consulting the customer service distributed by the distribution unit in the group; the reservation system can be used for reserving the call, and the prior call can be carried out in busy hours, so that the problem that a user tries to call for many times in busy hours is solved. The customer service with better evaluation of the current period can be accessed to the customer service for conversation according to the data obtained by the customer information acquisition module, so that the customer satisfaction is improved, the customer information storage module is used for storing information, and the customer service high-quality service level ranking module is used for ranking the customer service of each station according to the good and bad sequence according to the information of the customer satisfaction investigation module, so that the telephone access sequence can be assisted to access according to the good and bad sequence.
Preferably, the customer information acquisition module comprises a telephone number acquisition module, a customer name acquisition module and a power grid state acquisition module.
By adopting the technical scheme, the client information acquisition system is used for acquiring client information and facilitating the client to know the basic condition.
Preferably, the queue module is connected with a customer service robot unit, and the customer service robot unit is connected with a conventional problem database.
By adopting the technical scheme, the customer service robot unit can reduce the working pressure of customer service and answer conventional problems.
Preferably, the queue module is connected with an emergency access unit, the coding unit is connected with an analysis module, the analysis module is connected with the emergency access unit, the emergency access unit is connected with the encryption unit, and the encryption unit is connected with the distribution switching module.
By adopting the technical scheme, the analysis module is used for analyzing and identifying the telephone identity of the client, if the telephone number is a telephone number of a government, a military or a hospital, the telephone number enters the emergency access unit, the encryption unit is used for encrypting data, and the distribution switching module is used for preferentially accessing.
Preferably, the group distribution unit is connected with a communication time counting module, a recording processing module and a client current communication time recording module.
By adopting the technical scheme, the communication time counting module is used for recording the conversation time, the recording processing module is used for recording the whole-course recording, and the client current communication time recording module is used for recording the client current conversation time and can be accessed to the same customer service of the current multiple conversations.
Preferably, the group distribution unit is connected with a customer service time management module, a customer service information acquisition module and a customer service statistical module.
By adopting the technical scheme, the customer service time management module can set the work and rest time of the customer service of each station, and the rest time is avoided when the tasks are distributed.
Preferably, the reservation system comprises a client service data acquisition module, a reservation queuing module and a client service data storage module, wherein the client service data acquisition module is respectively connected with the reservation queuing module and the client service data storage module.
By adopting the technical scheme, the client service data acquisition module is used for acquiring the service which the client wants to consult, and the reservation queuing module carries out reservation queuing according to the service content of the client.
Preferably, the alarm unit comprises a networking alarm module, a hospital distress module, a fire alarm module and a network fault alarm module.
By adopting the technical scheme, the networking alarm module, the hospital help calling module, the fire alarm module and the network fault alarm module are convenient to access the session in time.
Preferably, the data sorting module comprises a service problem recording module, a service problem solution registration module and a processing data storage module.
By adopting the technical scheme, the business problem recording module and the business problem solution registration module are used for summarizing similar problems, summarizing related solutions and storing data in the processing data storage module.
Preferably, the customer service high-quality service level ranking module comprises a call duration analysis module, a satisfaction analysis module and a problem solving result recording module.
By adopting the technical scheme, the average service processing efficiency of each customer service is calculated by the call duration analysis module, the satisfaction analysis module and the problem solving result recording module according to the grade of the customer service.
Compared with the prior art, the invention has the beneficial effects that:
after a telephone is accessed from a telephone access end, a client identity authentication module authenticates the owner identity through a telephone number, then codes the call through a coding unit, a queuing module carries out sequential queuing access according to the codes, an allocation switching module allocates the call to different group allocation units, and the group allocation units allocate the call; the customer service ordering module is used for ordering the customer service to access the call, automatically jumping to the next customer service to access when the customer service is not idle, and the customer service state detection unit can detect whether the customer service is in a working state or a call state;
secondly, during the call, the session monitoring module monitors the whole-process call, the manager terminal can acquire session content, when an emergency situation is found, the alarm unit can give an alarm directly, the service data processed by the manager terminal is sorted by the data sorting module and then stored in the data storage module, and the data calling module can be used for calling and checking the customer service distributed by the distribution unit in the group; by evaluating and grading the customer service, the customer can enjoy the best service, and meanwhile, the customer service access with historical conversation can be arranged firstly through the customer service current conversation history, so that the working efficiency can be improved, and the resource occupation can be reduced;
and thirdly, the reservation communication can be carried out through the reservation system, the prior communication can be carried out in busy hours, the problem that a user tries to communicate for many times in busy hours is solved, and the client can be preferentially accessed to the customer service with better current evaluation for conversation according to the data obtained by the client information acquisition module, so that the satisfaction degree of the client is improved.
And fourthly, analyzing the telephone identity of the client through an analysis module, entering an emergency access unit if the telephone number is a telephone number of a government, a military or a hospital, encrypting data through an encryption unit, and preferentially accessing through an allocation switching module.
Drawings
FIG. 1 is a schematic structural view of the present invention;
FIG. 2 is a schematic diagram of a reservation system according to the present invention;
FIG. 3 is a schematic diagram of the alarm unit of the present invention;
FIG. 4 is a schematic diagram of a data sorting module according to the present invention;
FIG. 5 is a schematic structural diagram of a high quality service class ranking module of the present invention;
fig. 6 is a schematic structural diagram of a client information collection module according to the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1-6, the present invention provides a technical solution:
a power grid customer service operation resource automatic distribution system comprises a telephone access end, a customer identity authentication module, a customer information storage module, a coding unit, a reservation system, a queuing module, a distribution switching module, a group distribution unit, an intra-group distribution unit, a customer service sequencing module, a customer service state detection unit, a session monitoring module, a customer current communication frequency recording module, a manager terminal, an alarm unit, a data sorting module, a data storage module and a data retrieval module, wherein the telephone access end is connected with the customer identity authentication module, the customer identity authentication module is connected with the coding unit and a customer information acquisition module, the coding unit is connected with the queuing module and the reservation system, the queuing module is connected with the distribution switching module, the distribution switching module is connected with the group distribution unit, the intra-group distribution unit, the customer service state detection unit, the reservation system, the customer current time recording module, the manager terminal, the alarm unit, the data sorting module, the data storage module and the data retrieval module The system comprises a customer service sequencing module, a customer service state detection module, a session monitoring module and a manager terminal, wherein the manager terminal is connected with an alarm unit and a data sorting module, the data sorting module is connected with a data storage module, the data storage module is connected with a data calling module, the data calling module is connected with an intra-group distribution unit, a customer information acquisition module is connected with a customer information storage module and a customer satisfaction investigation module, the customer satisfaction investigation module is connected with a customer service high-quality service level ranking module, and the customer service high-quality service level ranking module is connected with the customer information storage module and the intra-group distribution unit. After a telephone is accessed from a telephone access end, a client identity authentication module authenticates the owner identity through a telephone number, then codes the call through a coding unit, a queuing module performs sequential queuing access according to the codes, an allocation switching module allocates the call to different group allocation units, and the group allocation units allocate the call; the customer service ordering module is used for ordering the customer service to access the call, automatically jumping to the next customer service to access when the customer service is not idle, and the customer service state detection unit can detect whether the customer service is in a working state or a call state; when the communication is carried out, the session monitoring module monitors the whole-process communication, the manager terminal can acquire session contents, when an emergency situation is found, the alarm unit can give an alarm directly, the service data processed by the manager terminal is sorted by the data sorting module and then stored in the data storage module, and the data calling module can be used for calling and consulting the customer service distributed by the distribution unit in the group; the reservation system can be used for reserving the call, and the prior call can be carried out in busy hours, so that the problem that a user tries to call for many times in busy hours is solved. According to the data obtained by the client information acquisition module, the client can be preferentially accessed to the client service with better current evaluation for conversation, so that the client satisfaction is improved. The customer information storage module is used for storing information, and the customer service high-quality service level ranking module is used for ranking the customer service of each station according to the good and bad sequence according to the information of the customer satisfaction investigation module, and can assist the telephone access sequence to access according to the good and bad sequence.
The customer information acquisition module comprises a telephone number acquisition module, a customer name acquisition module and a power grid state acquisition module and is used for acquiring customer information so as to facilitate customer service to know basic conditions.
The queuing module is connected with a customer service robot unit, and the customer service robot unit is connected with a conventional problem database. The customer service robot unit can reduce the working pressure of customer service and solve the conventional problems.
The queuing module is connected with an emergency access unit, the coding unit is connected with an analysis module, the analysis module is connected with the emergency access unit, the emergency access unit is connected with the encryption unit, and the encryption unit is connected with the distribution switching module. The analysis module analyzes the telephone identity of the client, and if the telephone number is a telephone number of a government, a military or a hospital, the telephone number enters the emergency access unit, data encryption is carried out through the encryption unit, and priority access is carried out through the distribution switching module.
The group distribution unit is connected with a communication time counting module, a recording processing module and a client current communication time recording module. The communication time counting module is used for recording the conversation time, the recording processing module is used for recording the whole-course recording, and the client communication time recording module is used for recording the client communication time, and can be accessed to the same customer service of multiple conversations.
The group distribution unit is connected with a customer service time management module, a customer service information acquisition module and a customer service statistical module. The customer service time management module can set the work and rest time of the customer service of each station, and the rest time is avoided when the distribution task is carried out.
The reservation system comprises a client service data acquisition module, a reservation queuing module and a client service data storage module, wherein the client service data acquisition module is respectively connected with the reservation queuing module and the client service data storage module. The client service data acquisition module is used for acquiring services which the client wants to consult, and the reservation queuing module carries out reservation queuing according to the service content of the client.
The alarm unit comprises a networking alarm module, a hospital distress call module, a fire alarm module and a network fault alarm module. The networking alarm module, the hospital help calling module, the fire alarm module and the network fault alarm module are convenient to access the session in time.
The data sorting module comprises a business problem recording module, a business problem solution registration module and a processing data storage module. The business problem recording module and the business problem solution registration module are used for summarizing the similar problems, summarizing the related solutions and storing the data in the processing data storage module.
The customer service high-quality service level ranking module comprises a call duration analysis module, a satisfaction analysis module and a problem solving result recording module. The level of the customer service is calculated by a call duration analysis module, a satisfaction analysis module and a problem solving result recording module, and the average service processing efficiency of each customer service is calculated.
The working principle is as follows: after a telephone is accessed from a telephone access end, a client identity authentication module authenticates the owner identity through a telephone number, then codes the call through a coding unit, a queuing module performs sequential queuing access according to the codes, an allocation switching module allocates the call to different group allocation units, and the group allocation units allocate the call; the customer service ordering module is used for ordering the customer service to access the call, automatically jumping to the next customer service to access when the customer service is not idle, and the customer service state detection unit can detect whether the customer service is in a working state or a call state; when the communication is carried out, the session monitoring module monitors the whole-process communication, the manager terminal can acquire session contents, when an emergency situation is found, the alarm unit can give an alarm directly, the service data processed by the manager terminal is sorted by the data sorting module and then stored in the data storage module, and the data calling module can be used for calling and consulting the customer service distributed by the distribution unit in the group; the reservation system can be used for reserving the call, and the prior call can be carried out in busy hours, so that the problem that a user tries to call for many times in busy hours is solved. According to the data obtained by the client information acquisition module, the client can be preferentially accessed to the client service with better current evaluation for conversation, so that the client satisfaction is improved. The customer information storage module is used for storing information, and the customer service high-quality service level ranking module is used for ranking the customer service of each station according to the good and bad sequence according to the information of the customer satisfaction investigation module, and can assist the telephone access sequence to access according to the good and bad sequence. The customer service robot unit can reduce the working pressure of customer service and solve the conventional problems. The analysis module analyzes the telephone identity of the client, and if the telephone number is a telephone number of a government, a military or a hospital, the telephone number enters the emergency access unit, data encryption is carried out through the encryption unit, and priority access is carried out through the distribution switching module. The communication time counting module is used for recording the conversation time, the recording processing module is used for recording the whole-course recording, and the client communication time recording module is used for recording the client communication time, and can be accessed to the same customer service of multiple conversations. The customer service time management module can set the work and rest time of the customer service of each station, and the rest time is avoided when the distribution task is carried out. The client service data acquisition module is used for acquiring services which the client wants to consult, and the reservation queuing module carries out reservation queuing according to the service content of the client. The networking alarm module, the hospital help calling module, the fire alarm module and the network fault alarm module are convenient to access the session in time. The business problem recording module and the business problem solution registration module are used for summarizing the similar problems, summarizing the related solutions and storing the data in the processing data storage module. The level of the customer service is calculated by a call duration analysis module, a satisfaction analysis module and a problem solving result recording module, and the average service processing efficiency of each customer service is calculated.
In summary, after the telephone is accessed from the telephone access end, the client identity authentication module authenticates the owner identity through the telephone number, then the call is encoded through the encoding unit, the queuing module performs sequential queuing access according to the encoding, the distribution switching module distributes the call to different group distribution units, and the group distribution units distribute the call; the customer service ordering module is used for ordering the customer service to access the call, automatically jumping to the next customer service to access when the customer service is not idle, and the customer service state detection unit can detect whether the customer service is in a working state or a call state; when the communication is carried out, the session monitoring module monitors the whole-process communication, the manager terminal can acquire session contents, when an emergency situation is found, the alarm unit can give an alarm directly, the service data processed by the manager terminal is sorted by the data sorting module and then stored in the data storage module, and the data calling module can be used for calling and consulting the customer service distributed by the distribution unit in the group; the reservation system can be used for reserving the call, and the prior call can be carried out in busy hours, so that the problem that a user tries to call for many times in busy hours is solved. According to the data obtained by the client information acquisition module, the client can be preferentially accessed to the client service with better current evaluation for conversation, so that the client satisfaction is improved. The analysis module analyzes the telephone identity of the client, and if the telephone number is a telephone number of a government, a military or a hospital, an emergency is entered.
The parts not involved in the present invention are the same as or can be implemented by the prior art. Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (3)
1. The utility model provides a power grid customer service operation resource automatic allocation system, includes telephone access end, customer identity authentication module, customer information storage module, coding unit, reservation system, the module of waiting in line, distribution switching module, the group distribution unit, the distribution unit in the group, customer service sequencing module, customer service state detecting element, conversation monitoring module, customer communication number of times recording module, administrator's terminal, alarm unit, data arrangement module, data storage module, data retrieval module, its characterized in that: the telephone access end is connected with a client identity authentication module, the client identity authentication module is connected with a coding unit and a client information acquisition module, the coding unit is connected with a queue module and an appointment system, the queue module is connected with a distribution switching module, the distribution switching module is connected with a group distribution unit, the group distribution unit is connected with an intra-group distribution unit, a customer service sequencing module, a customer service state detection unit and a session monitoring module, the session monitoring module is connected with a manager terminal, the manager terminal is connected with an alarm unit and a data sorting module, the data sorting module is connected with a data storage module, the data storage module is connected with a data retrieval module, the data retrieval module is connected with the intra-group distribution unit, and the client information acquisition module is connected with a client information storage module and a client satisfaction investigation module, the customer satisfaction survey module is connected with a customer service high-quality service level ranking module, and the customer service high-quality service level ranking module is connected with a customer information storage module and an intra-group distribution unit; the customer service high-quality service level ranking module comprises a call duration analysis module, a satisfaction analysis module and a problem solving result recording module; the group distribution unit is connected with a communication time counting module, a recording processing module and a client communication time recording module; the group distribution unit is connected with a customer service time management module, a customer service information acquisition module and a customer service statistical module; the client information acquisition module comprises a telephone number acquisition module, a client name acquisition module and a power grid state acquisition module;
the communication time counting module is used for recording the conversation time, the recording processing module is used for recording the whole-course recording, and the client communication time recording module is used for recording the client communication time and accessing the same customer service of the current multiple conversations; the client is preferentially accessed to the customer service with better current evaluation for conversation according to the data acquired by the client information acquisition module, so that the client satisfaction is improved; the customer information storage module is used for storing information, the customer service high-quality service level ranking module is used for ranking the customer service of each station according to the good and bad sequence according to the information of the customer satisfaction investigation module, and the auxiliary telephone access sequence is accessed according to the good and bad sequence;
the queuing module is connected with an emergency access unit, the coding unit is connected with an analysis module, the analysis module is connected with the emergency access unit, the emergency access unit is connected with an encryption unit, and the encryption unit is connected with the distribution switching module;
the analysis module analyzes the telephone identity identification of the client and the telephone number of the government, the army or the hospital, and then the emergency access unit is accessed, the encryption unit encrypts data and the distribution switching module accesses the emergency access unit preferentially;
the queuing module is connected with a customer service robot unit, and the customer service robot unit is connected with a conventional problem database; the customer service robot unit relieves the working pressure of customer service and answers the conventional problems; the reservation system comprises a client service data acquisition module, a reservation queuing module and a client service data storage module, wherein the client service data acquisition module is respectively connected with the reservation queuing module and the client service data storage module.
2. The system according to claim 1, wherein the system comprises: the alarm unit comprises a networking alarm module, a hospital distress call module, a fire alarm module and a network fault alarm module.
3. The system according to claim 1, wherein the system comprises: the data sorting module comprises a business problem recording module, a business problem solution registration module and a processing data storage module.
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