WO2015188710A1 - 呼叫路由方法、装置及*** - Google Patents

呼叫路由方法、装置及*** Download PDF

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Publication number
WO2015188710A1
WO2015188710A1 PCT/CN2015/080608 CN2015080608W WO2015188710A1 WO 2015188710 A1 WO2015188710 A1 WO 2015188710A1 CN 2015080608 W CN2015080608 W CN 2015080608W WO 2015188710 A1 WO2015188710 A1 WO 2015188710A1
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Prior art keywords
agent
service
user
social platform
information
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PCT/CN2015/080608
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English (en)
French (fr)
Inventor
高卓
晏强
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华为技术有限公司
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Publication of WO2015188710A1 publication Critical patent/WO2015188710A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention relates to a call routing technology, and in particular, to a call routing method, apparatus, and system.
  • the current call center supports the access of the social platform, but only serves as a channel access, and the information of the social platform is distributed to the corresponding agent through the original routing module of the call center, wherein the call center passes through the intermediate network element, that is, the social platform gateway and the Social platform interactions, such as Facebook, Twitter, etc., the social platform gateway obtains massive information from the social platform according to the search channel and keywords.
  • the social platform gateway can analyze the massive social information based on the sentiment analysis of the word meaning, filter and filter according to certain rules, perform public opinion monitoring, and distribute the priority route to the call center.
  • the call center determines the corresponding agent for processing.
  • the agent processes the social information and responds.
  • the auditor can review the reply content and send it to the social platform gateway for unified release by the social platform gateway.
  • the agent in the prior art is still in the call center and cannot be a member of the social platform, so that the user terminal can be directly served on the social platform, and the social platform and the call center are isolated from each other.
  • the online network service based on the social platform in the technology and the offline service based on the traditional voice call center are both independent and do not form an organic unity, so that the voice line offline service of the call center is inefficient.
  • the invention provides a call routing method, device and system, thereby improving agent service efficiency. And the voice-line service efficiency of the call center.
  • an embodiment of the present invention provides a call routing method, where a call center includes an agent selection entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and uses the social platform gateway to Providing a service to a user of the social platform, the method comprising: the social platform gateway generating service information according to a service provided by a user of the call center for a user of the social platform; the social platform gateway sending the service to the agent selection entity And the service information, so that the agent selection entity determines, in the agent of the call center, a target agent for calling the user terminal of the call center according to the service information.
  • the service information includes a user identifier of a user requesting a service on the social platform, and an identifier of an agent serving a user requesting the service, to
  • the agent selection entity determines an agent serving the user on the social platform as the target agent according to the service information.
  • the service information further includes service additional information, where the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the evaluation information of the reply content of the other user of the social platform to the agent providing the service, so that the agent selection entity is When the number of agents served by the user is multiple, the target agent is determined according to the service additional information.
  • the social platform gateway generates service information according to a service provided by a user of the call center for a user of the social platform, and specifically includes the social
  • the platform gateway counts the words that appear more frequently in the reply content of each agent as the skill keywords of the corresponding agent, and the generated service information includes the identifiers of the agents and the skill keywords corresponding to the agents.
  • the social platform gateway generates service information according to a service provided by a user of the call center for a user of the social platform, and specifically includes the social
  • the platform gateway counts the evaluation information of the reply content when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the total number of times of reply of each agent's reply content. And at least one of the total number of collections of the reply contents of each agent, the generated service information includes the evaluation letters of the agents interest.
  • an embodiment of the present invention provides a call routing method, where a call center includes an agent selection entity, a call control entity, and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and passes the social platform.
  • the gateway provides a service for the user of the social platform
  • the method includes: the agent selection entity receives service information sent by the social platform gateway, where the service information is that the social platform gateway is based on the agent of the call center The service provided by the user of the social platform is generated; the agent selection entity receives an agent query request sent by the call control entity when receiving a call request of the user terminal; the agent selection entity is in the call according to the service information Determining, by the agent in the center, the target agent for the calling user corresponding to the user terminal, and returning the identifier of the target agent to the call control entity, so that the call control entity establishes between the target agent and the user terminal Voice connection.
  • the service information includes a user identifier of a user requesting a service on the social platform, and an agent identifier of an agent that provides a service to a user requesting the service; Determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information, the agent selection entity obtains the terminal identifier of the user terminal from the agent query request, Searching for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, and searching for the corresponding information in the service information according to the found user identifier.
  • the agent identifier is determined as the target agent identified by the found agent identifier.
  • the service information further includes service additional information, where the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the evaluation information of the reply content of the other user of the social platform to the agent providing the service; when the found agent identifier is multiple, Determining, by the service additional information, the first agent that meets the preset condition among the found agents as the target agent, where the preset condition is one or any combination of the following conditions: the first agent is in the Providing the newly requested service to the calling user on the social platform; in the reply content when the plurality of agents provide the service to the calling user, the calling user has the highest evaluation of the reply content of the first agent; In the reply content when the plurality of agents provide the service to the calling user, the other users of the social platform answer the first agent Top-rated content.
  • the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the
  • the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is in the reply content of each agent. a plurality of words appearing frequently; the agent query request includes a demand keyword specified by the calling user; and the agent selecting entity determines, according to the service information, a target agent specific for the user terminal in an agent of the call center The agent selection entity searches for the skill keyword matching the demand keyword in the service information according to the demand keyword, and determines the agent identified by the agent identifier corresponding to the found skill keyword as The target agent.
  • the service information includes evaluation information of each agent, and the evaluation information of each agent includes satisfaction of each agent and total content of responses of each agent. At least one of the number of times of forwarding, and the total number of times of collection of the replies of the agents; determining, by the agent selection entity, the target agent for the user terminal in the agent of the call center according to the service information, specifically: the agent selection The entity calculates a routing weight of each agent according to the evaluation information of each agent; the agent selection entity determines that the agent having the optimal routing weight is the target agent.
  • an embodiment of the present invention provides a social platform gateway, where the call center includes an agent selection entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and uses the social platform gateway to The user of the social platform provides a service, and the social platform gateway includes: a generating module, configured to generate service information according to a service provided by the agent of the call center for a user of the social platform; and a sending module, configured to select the agent The entity sends the service information generated by the generating module, so that the agent selection entity determines, in the agent of the call center, a target agent for calling the user terminal of the call center according to the service information.
  • the service information includes a user identifier of a user requesting a service on the social platform, and an identifier of an agent serving a user requesting the service, to
  • the agent selection entity determines an agent serving the user on the social platform as the target agent according to the service information.
  • the service information further includes service additional information, where the service additional information includes at least one of the following information: request The time of the service, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the reply content of the other user of the social platform to the agent providing the service.
  • the evaluation information is such that when the agent selection entity has a plurality of agents serving the user, the target agent is determined according to the service additional information.
  • the generating module is configured to collect, as a skill keyword of the corresponding agent, a word that appears in the reply content of each agent as a skill keyword.
  • the service information includes the logo of each seat and the skill keywords corresponding to each seat.
  • the generating module is specifically configured to: when the user of the social platform provides statistics for the reply content of the service provided by each agent, the information of each agent is determined.
  • the evaluation information of each seat includes at least one of the satisfaction degree of each seat, the total number of times of reply of each seat, and the total number of times of reply contents of each seat, and the generated service information includes the seats. Evaluation information.
  • an embodiment of the present invention provides an agent selection entity, where the call center where the agent selection entity is located further includes a call control entity and a plurality of agents, and the agent of the call center logs in to the social platform through the social platform gateway and passes
  • the social platform gateway provides a service for a user of the social platform
  • the agent selection entity includes: a receiving module, configured to receive service information sent by the social platform gateway, where the service information is The agent of the call center is generated by the service provided by the user of the social platform, and is further configured to receive an agent query request sent by the call control entity when receiving the call request of the user terminal; and the determining module is configured to be used according to the receiving module Receiving the service information, in the agent of the call center, determining a target agent for the call user corresponding to the user terminal; and sending, by the sending module, the target agent determined by the determining module to the call control entity Identification of the call control entity to establish the target agent and the Voice connection between the user terminal.
  • the service information includes a user identifier of a user requesting a service on the social platform, and an agent identifier of an agent that provides a service for a user requesting the service;
  • the determining module is configured to obtain the terminal identifier of the user terminal from the agent query request, and search for the user terminal according to the terminal identifier of the user terminal in a correspondence between the pre-recorded terminal identifier and the user identifier.
  • the user identifier corresponding to the terminal identifier is used to find the corresponding agent identifier in the service information according to the found user identifier, and the agent identified by the found agent identifier is determined as the target agent.
  • the service information further includes service additional information, where the service additional information includes the following information At least one of: a time when the service is requested, an evaluation information of a user who requests the service to the reply content of the agent providing the service, and evaluation information of the reply content of the other user of the social platform to the agent providing the service; the determining module And determining, by the service additional information, the first agent that meets the preset condition in the found agent as the target agent according to the service additional information, where the preset condition is as follows One or any combination of: the first agent provides the call user with the newly requested service on the social platform; in the reply content when multiple agents provide service to the calling user, the call The user has the highest evaluation of the reply content of the first agent; in the reply content when the plurality of agents provide the service to the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.
  • the service information includes an identifier of each agent and a skill keyword corresponding to each agent, where the service information includes an identifier of each agent and a corresponding address of each agent.
  • a skill keyword the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent;
  • the agent query request includes a demand keyword specified by the call user; and
  • the determining module is specifically configured to The demand keyword searches for the skill keyword that matches the demand keyword in the service information, and determines the agent identified by the agent identifier corresponding to the found skill keyword as the target agent.
  • the service information includes the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the total content of the responses of each agent.
  • the determining module is configured to: calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the routing option has the optimal routing right.
  • the value of the agent is the target agent.
  • an embodiment of the present invention provides a call center system, including: an agent selection entity and a call control entity; the agent selection entity is configured to receive service information sent by the social platform gateway, where the service information is The social platform gateway is generated according to the service provided by the agent of the call center for the user of the social platform; the call control entity is configured to send an agent query request to the agent selection entity when receiving the call request of the user terminal; The agent selection entity is further configured to: determine, according to the service information, a target agent for a call user corresponding to the user terminal in an agent of the call center, and return an identifier of the target agent to the call control entity; The call control entity is further configured to establish a voice connection between the target agent and the user terminal according to the identifier of the target agent.
  • the present invention provides a call routing method, apparatus, and system.
  • the method includes: first, a social platform gateway generates service information according to a service provided by a call center agent for a user of a social platform; and then, the social platform gateway sends a service to an agent selection entity.
  • the information is such that the agent selection entity determines the target agent for the user terminal calling the call center in the agent of the call center according to the service information.
  • the agent logs in to the social platform through the social platform gateway and provides services to the user through the social platform gateway, so that the agent directly acts as a member of the social platform, thereby improving the efficiency of the agent service, and the agent selecting entity is the user terminal of the call center according to the service information.
  • the target agent is determined, and the agent suitable for the user can be allocated to the user in time and effectively, thereby improving the offline voice efficiency of the call center.
  • FIG. 1 is a flowchart of a call routing method according to an embodiment of the present invention
  • FIG. 2 is a flowchart of a social platform gateway acquiring bill information according to an embodiment of the present invention
  • FIG. 3 is a flowchart of a call routing method according to another embodiment of the present invention.
  • FIG. 4 is a flowchart of a call routing method according to still another embodiment of the present invention.
  • FIG. 5 is a schematic structural diagram of a social platform gateway according to an embodiment of the present invention.
  • FIG. 6 is a schematic structural diagram of a seat selection entity according to an embodiment of the present invention.
  • FIG. 7 is a schematic structural diagram of a social platform gateway according to another embodiment of the present invention.
  • FIG. 8 is a schematic structural diagram of a seat selection entity according to another embodiment of the present invention.
  • FIG. 9 is a schematic diagram of a call center system according to an embodiment of the present invention.
  • FIG. 1 is a flowchart of a call routing method according to an embodiment of the present invention.
  • the method is applicable to a social platform-based call routing scenario.
  • the execution body of the method is a social platform gateway.
  • the specific process of the call routing method is as follows:
  • the social platform gateway generates service information according to a service provided by a call center agent for a user of the social platform.
  • the call center includes an agent selection entity, a call control entity, and a plurality of agents, wherein the agent of the call center logs in to the social platform through the social platform gateway and provides services to users of the social platform through the social platform gateway, and the user proposes on the social platform.
  • the agent will respond to the user's questions and needs, and continue to track until the problem is solved, that is, the agent provides services for the users of the social platform.
  • the agent logs in to the call center through the agent account, followed by the agent.
  • the agent obtains at least one social platform account converted by the configuration administrator by the agent account, and then the agent sends the login request to the corresponding social platform through the social platform gateway through the at least one social platform account.
  • FIG. 2 is a flowchart of a social platform gateway acquiring bill information according to an embodiment of the present invention. As shown in FIG. 2, the specific steps of the social platform gateway acquiring bill information are as follows:
  • S201 The user asks or consults on the social platform.
  • S203 Send a question or consultation of the user.
  • the session bill information may include: a content requested by the user to the agent, a time when the user requests the service from the agent, a content of the service response of the agent to the user, a time of the service response of the agent to the user, and the like.
  • S208 The user operates (forward, share, etc.) on the social platform according to the reply.
  • the operation bill information includes: service feedback information of the service response of the agent to the user terminal on the at least one social platform, wherein the service feedback information includes at least one of a service evaluation, a number of forwarding times, or an evaluation number.
  • the user bill information includes: registration information of the user on at least one social platform, At least one of an access address or a login authorization code of at least one social platform.
  • the social platform gateway can also convert the CDR information into real-time data through the CDR real-time data module, and the real-time data is processed by the CDR interval data module to generate interval data of a small dimension, and the interval period can be determined by configuration, generally 15 minutes.
  • the data is equal to 30 minutes, and the interval data is generated by the data module of the bill daily data, and the daily data is generated by the data module of the monthly bill, and the statistical data of the month is generated.
  • the service information is part of the information in the bill information or the extracted key information.
  • the service information includes a user identifier of a user requesting the service on the social platform and an agent serving the user requesting the service.
  • the identifier is configured to enable the agent selection entity to determine the agent serving the user on the social platform as the target agent according to the service information when the user terminal corresponding to the user identifier calls the call center.
  • the service information further includes service additional information, where the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user requesting the service for the reply content of the agent providing the service, and other users of the social platform.
  • the evaluation information of the reply content of the agent providing the service is such that when the agent selection entity has a plurality of agents serving the user, the target agent is determined based on the service additional information.
  • the service information includes: an identifier of each agent and a skill keyword corresponding to each agent, wherein the social platform gateway collects a word with a greater number of occurrences in the reply content of each agent as a skill keyword of the corresponding agent.
  • the method for determining the skill keyword may be: the social platform gateway counts the number of occurrences of each word in the reply content of each agent, and when the number of occurrences of a certain word exceeds a preset threshold, determining that the word is the skill key of the agent Or; the number of times of each occurrence is counted, and the number of occurrences is sorted according to the number of times, and the word with the most occurrence is used as the skill keyword of the agent, and the method of determining the keyword is not limited thereto.
  • the service information includes evaluation information of each agent.
  • the social platform gateway generates the service information according to the service provided by the agent of the call center for the user of the social platform, and specifically includes: the social platform gateway statistics the evaluation information of the reply content of the user when the user provides the service for each agent to determine the evaluation of each agent.
  • the information of each seat includes at least one of the satisfaction degree of each seat, the total number of times of reply of each seat, and the total number of times of reply of each seat, and the generated service information includes evaluation information of each seat.
  • the social platform gateway can count the user's evaluation of each agent, if the user is seated The evaluation of the replies was 10 times, and 8 times were selected as the best answer, and the satisfaction was determined to be 80%.
  • the method of determining satisfaction is not limited to this.
  • the social platform gateway sends the service information to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the calling call center in the agent of the call center according to the service information.
  • the social center gateway may periodically send the service information to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the calling call center in the agent of the call center according to the service information.
  • the agent selection entity periodically sends a service information update request message to the social center platform.
  • the social center gateway After receiving the service information update request message, the social center gateway sends a response message to the agent selection entity, where the response message carries the service information.
  • the embodiment provides a call routing method, which includes: the social platform gateway generates service information according to the service provided by the agent of the call center for the user of the social platform; and sends the service information to the agent selection entity, so that the agent selection entity according to the service
  • the information is determined in the agent of the call center for the user terminal of the calling call center, wherein the agent logs in to the social platform through the social platform gateway and provides services to the user through the social platform gateway, so that the agent directly acts as a member of the social platform, thereby improving
  • the agent service efficiency is sent, and the social platform gateway sends the service information to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the call center according to the service information, that is, the user receives the historical information of the agent service on the social platform, and then Efficiently and efficiently assign users to the seat of the user, thereby improving the offline voice efficiency of the call center.
  • FIG. 3 is a flowchart of a call routing method according to another embodiment of the present invention.
  • the method is applicable to a call routing scenario based on a social platform.
  • the execution entity of the method is an agent selection entity, and the specific process of the call routing method is as follows:
  • the agent selection entity receives the service information sent by the social platform gateway.
  • the service information is generated by a social platform gateway according to a service provided by a call center agent for a user of the social platform.
  • the service information may include a user identifier of a user requesting the service on the social platform and an agent identifier of the agent serving the user requesting the service; the service information further includes service additional information, where the service additional information includes the following At least one of the information: the time when the service is requested, the evaluation information of the user who requested the service to the reply content of the agent providing the service, and the reply of the other user of the social platform to the agent providing the service
  • the found agent identifiers are multiple, the first agent that meets the preset condition among the found agents is determined as the target agent according to the service additional information, wherein the preset condition is as follows One or any combination: First, the first agent provides the latest requested service to the calling user on the social platform; wherein the newly requested service is a social conversation between the agent and the user, and each social session corresponds to a unique identifier ( Identification, ID), also in
  • the calling user has the highest evaluation of the reply content of the first agent; if the calling user determines that the reply content of the first agent is the best answer or calls the user to forward or collect
  • the reply content of the first seat and the like were all determined to be the highest rating of the reply content of the first seat by the calling user.
  • other users of the social platform have the highest evaluation of the reply content of the first agent, and the number of times the other users reply to the first seat, the number of times of collection, etc. At the most, it is determined that other users have the highest evaluation of the reply content of the first agent.
  • the service information includes a logo of each seat and a skill keyword corresponding to each seat, and the skill keyword corresponding to each seat is a word that appears more frequently in the reply content of each agent.
  • the service information includes evaluation information of each seat, and the evaluation information of each seat includes at least one of satisfaction degree of each seat, total number of times of reply contents of each seat, and total number of times of reply contents of each seat.
  • the agent selection entity receives an agent query request sent by the call control entity when receiving the call request of the user terminal.
  • the call control entity receives the call request of the user terminal, where the call request carries the terminal identifier of the user terminal, and the call control entity obtains the terminal identifier from the call request and adds the request to the agent query request, and the agent query request is obtained. Send to the agent selection entity.
  • the agent query request carries the demand keyword specified by the calling user, wherein the call control entity collects the demand keyword through an interactive voice response (IVR) interaction, and the call control entity adds the demand keyword to the agent query. Requested.
  • IVR interactive voice response
  • the agent selection entity determines a target agent for the calling user corresponding to the user terminal in the agent of the call center according to the service information, and returns the identifier of the target agent to the call control entity.
  • the agent query request is carried
  • the terminal identifier of the user terminal is determined by the agent selection entity for the user terminal in the agent of the call center according to the service information, and the agent selection entity obtains the terminal identifier of the user terminal from the agent query request. Searching for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, searching for the corresponding agent identifier in the service information according to the found user identifier, and searching for The agent identified by the agent ID is determined to be the target agent.
  • the service information further includes service additional information including at least one of the following: the time when the service is requested, the evaluation information of the user who requested the service to the reply of the agent providing the service, and other users of the social platform
  • the evaluation information of the reply content of the agent providing the service, when the agent selection entity finds the plurality of agent identifiers, the first seat that satisfies the preset condition among the found agents may be determined as the target according to the service additional information.
  • the agent specifically, the preset condition may be one or any combination of the following conditions: 1.
  • the first agent provides the latest requested service to the calling user on the social platform; then the agent selection entity is in the service information according to the user identifier.
  • the process of searching for the corresponding agent identifier is: the agent selection entity first determines the last social session ID of the user identified by the user identifier, that is, determines the service of the latest request provided by the first agent on the social platform, and the ID of the social session.
  • the agent corresponding to the associated agent ID is the next call The target agent to be served by the user; Second, in the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; 3. When multiple agents serve the calling user In the reply content, other users of the social platform rated the reply content of the first agent the highest.
  • the service information includes the user identifier of the user requesting the service on the social platform and the agent identifier of the agent serving the user requesting the service, and the service information further includes the service additional information
  • the first preset condition is met.
  • the request, the agent query request includes a terminal identifier, and the terminal identifier may be a mobile phone number, and the agent selection entity searches for the user identifier corresponding to the terminal identifier of the user terminal in the correspondence between the pre-recorded terminal identifier and the user identifier according to the terminal identifier.
  • the mobile phone number determines the identifier of the patient X, finds the last social session ID of the patient X in the service information according to the found identifier of the patient X, and then obtains the agent identifier associated with the social session ID, and finally determines that the agent identifier is expert A.
  • logo expert A is the target seat, and the system prompts: "Hello, welcome to call the Chinese medicine expert outpatient hotline for registration appointment, you have communicated with Dr. A in the rheumatology subgroup on X-X X, whether to confirm the appointment A For the doctor's clinic, please press 1 and press 2".
  • the service information includes the identifier of each agent and the skill keyword corresponding to each agent
  • the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent
  • the agent query request includes the demand keyword specified by the calling user
  • the agent identified by the agent ID corresponding to the found skill keyword is determined as the target agent.
  • the final target agent may be determined by the following method, where the service information includes the evaluation information of each agent, and each agent The evaluation information includes at least one of satisfaction of each agent, total number of times of reply of each agent, and total number of times of reply of each agent; the agent selection entity is in the agent of the call center according to the service information. Determining the target agent for the user terminal specifically includes: the agent selection entity calculates a routing weight of each agent according to the evaluation information of each agent; and the agent selection entity determines that the agent having the optimal routing weight is the target agent.
  • the agent, the skill keyword, and the agent that is not in the idle state can be assigned a routing weight of 0 for the agent that does not match the demand keyword.
  • the service information includes the identifier of each agent and the skill keyword corresponding to each agent, and the service information also includes the evaluation information of each agent
  • the evaluation information of each agent includes the satisfaction of each agent and the reply content of each agent.
  • patient X dials the call center hotline 6666 on a certain day, that is, the call control entity receives the call request from the user terminal, and sends an agent query request to the agent selection entity, the agent query request includes the demand keyword specified by the patient X.
  • the agent selection entity searches for the skill keyword matching the demand keyword in the service information according to the demand keyword, and determines the agent identified by the agent identifier corresponding to the found skill keyword as the target agent, that is, according to the target agent
  • the demand keyword determines the expert A and the expert B for the patient X, and then the agent selecting entity calculates the routing weight according to the evaluation information of the expert A and the expert B; then the agent selecting entity determines that the expert A having the optimal routing weight is the target agent.
  • the embodiment provides a call routing method, including: the agent selection entity receives the service information sent by the social platform gateway, and the service information is generated by the social platform gateway according to the service provided by the call center agent for the user of the social platform, and The agent selection entity receives an agent query request sent by the call control entity when receiving the call request of the user terminal; the agent selection entity determines the target agent for the call user corresponding to the user terminal in the agent of the call center according to the service information, and calls the call The control entity returns an identifier of the target agent, so that the call control entity establishes a voice connection between the target agent and the user terminal.
  • FIG. 4 is a flowchart of a call routing method according to still another embodiment of the present invention, where the method includes an interaction process between a user terminal, a call center system, and a social platform gateway, where the call center system includes an agent selection entity, a call control entity, As shown in Figure 4, the specific steps of the method are as follows:
  • the agent selection entity receives the service information sent by the social platform gateway.
  • the service information is generated by a social platform gateway according to a service provided by a call center agent for a user of the social platform.
  • the service information may include a user identifier of a user requesting the service on the social platform and an agent identifier of the agent serving the user requesting the service;
  • the service information further includes service additional information, where the service additional information includes the following At least one of the information: the time when the service is requested, the evaluation information of the user who requested the service to the reply content of the agent providing the service, the evaluation information of the reply content of the other user of the social platform to the agent providing the service; the found agent When the number is identified as multiple, the additional information according to the service will be
  • the first agent in the found agent that meets the preset condition is determined as the target agent, wherein the preset condition is one or any combination of the following conditions: 1.
  • the first agent provides the latest requested service to the calling user on the social platform.
  • the newly requested service is a social conversation between the agent and the user, and each social session corresponds to a unique identifier. Also in a social conversation, the user and the agent also have unique IDs to identify different identities.
  • the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; if the calling user determines that the reply content of the first agent is the best answer or calls the user to forward or collect The reply content of the first seat and the like were all determined to be the highest rating of the reply content of the first seat by the calling user. 3.
  • other users of the social platform have the highest evaluation of the reply content of the first agent. If other users have the most number of times of replying to the reply content of the first agent, the number of times of collection, etc., it is determined that other users have the highest evaluation of the reply content of the first agent.
  • the service information includes a logo of each seat and a skill keyword corresponding to each seat, and the skill keyword corresponding to each seat is a word that appears more frequently in the reply content of each agent.
  • the service information includes evaluation information of each seat, and the evaluation information of each seat includes at least one of satisfaction degree of each seat, total number of times of reply contents of each seat, and total number of times of reply contents of each seat.
  • S402 The user terminal sends a call request to the call control entity.
  • S403 The call control entity sends an agent query request to the agent selection entity.
  • the agent selection entity determines the target agent for the calling user corresponding to the user terminal in the agent of the call center according to the service information.
  • the agent selection entity returns the identifier of the target agent to the call control entity.
  • the agent selection entity is configured according to Determining, by the service information, the target agent for the user terminal in the agent of the call center, the method includes: the agent selection entity acquires the terminal identifier of the user terminal from the agent query request, and the pre-recorded terminal identifier according to the terminal identifier of the user terminal Searching for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship with the user identifier, searching for the corresponding agent identifier in the service information according to the found user identifier, and determining the agent identified by the found agent identifier as the target agent .
  • the service information is also The service additional information is included, and the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user who requests the service to the reply content of the agent providing the service, and an agent of the other user of the social platform who provides the service
  • the evaluation information of the reply content when the agent selection entity finds the plurality of agent identifiers, the first agent that meets the preset condition among the found agents may be determined as the target agent according to the service additional information, specifically,
  • the preset condition may be one or any combination of the following conditions: 1.
  • the first agent provides the latest requested service to the calling user on the social platform; then the agent selection entity searches for the corresponding agent in the service information according to the user identifier.
  • the process of the identification is: the agent selection entity first determines the last social session ID of the user identified by the user identifier, that is, determines the service of the latest request provided by the first agent on the social platform, and the agent ID associated with the ID of the social session. The corresponding agent is the next item to be served for the calling user. Second, in the reply content when multiple agents provide services for the calling user, the calling user has the highest evaluation of the reply content of the first agent; third, in the reply content when multiple agents provide services for the calling user, social Other users of the platform rated the highest response content of the first agent.
  • the service information includes the identifier of each agent and the skill keyword corresponding to each agent
  • the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent
  • the agent query request includes the demand keyword specified by the calling user
  • the agent identified by the agent ID corresponding to the found skill keyword is determined as the target agent.
  • the final target agent may be determined by the following method, where the service information includes the evaluation information of each agent, and each agent The evaluation information includes at least one of satisfaction of each agent, total number of times of reply of each agent, and total number of times of reply of each agent; the agent selection entity is in the agent of the call center according to the service information. Determining the target agent for the user terminal specifically includes: the agent selection entity calculates a routing weight of each agent according to the evaluation information of each agent; and the agent selection entity determines that the agent having the optimal routing weight is the target agent.
  • the embodiment provides a call routing method, including the agent selection entity receiving the service information sent by the social platform gateway, and the service information is that the social platform gateway is based on the agent of the call center.
  • the service provided by the user of the social platform is generated, and the agent selection entity receives the agent query request sent by the call control entity when receiving the call request of the user terminal; the agent selection entity compares the agent query request and service information, and finally is the calling user.
  • the target agent is determined, so that the calling user can establish a voice connection with the target agent based on the service information, that is, the historical data, thereby improving the efficiency of the offline voice service.
  • FIG. 5 is a schematic structural diagram of a social platform gateway according to an embodiment of the present invention.
  • the gateway includes: a generating module 501, a sending module 502, and a generating module 501, configured to provide a service provided by a user of a call center to a user of a social platform.
  • the service information is generated, and the sending module 502 is configured to send the service information generated by the generating module 501 to the agent selecting entity, so that the agent selecting entity determines the target agent for the user terminal of the calling call center in the agent of the call center according to the service information.
  • the service information includes a user identifier of the user requesting the service on the social platform and an identifier of the agent that provides the service to the user requesting the service, so that the agent selection entity calls the call center when the user terminal corresponding to the user identifier calls the call center.
  • the agent serving the user on the social platform is determined as the target agent according to the service information.
  • the service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, a rating information of the user who requests the service, and a response information of the agent providing the service, and the social platform The evaluation information of the reply content of the agent providing the service by the other user, so that the agent selection entity determines the target agent based on the service additional information when there are a plurality of agents serving the user.
  • the service additional information includes at least one of the following: a time when the service is requested, a rating information of the user who requests the service, and a response information of the agent providing the service, and the social platform The evaluation information of the reply content of the agent providing the service by the other user, so that the agent selection entity determines the target agent based on the service additional information when there are a plurality of agents serving the user.
  • the generating module 501 is specifically configured to collect a word with a high number of occurrences in the reply content of each agent as the skill keyword of the corresponding agent, and the generated service information includes the identifier of each agent and the skill keyword corresponding to each agent.
  • the generating module 501 is specifically configured to determine evaluation information of the reply content of the user when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the seats of each agent. At least one of the total number of times of replying the content of the reply and the total number of times of collecting the contents of the reply of each of the seats, the generated service information includes evaluation information of each seat.
  • the gateway provided in this embodiment may be used to implement the technical solution of the corresponding call routing method in FIG. 1 , and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 6 is a schematic structural diagram of a seat selection entity according to an embodiment of the present invention.
  • the receiving entity includes: a receiving module 601, a determining module 602, and a sending module 603.
  • the call center where the agent selecting entity is located further includes a call control entity and multiple agents, and the agent of the call center logs in to the social platform through the social platform gateway.
  • the receiving module 601 is configured to receive the service information sent by the social platform gateway, where the service information is generated by the social platform gateway according to the service provided by the agent of the call center for the user of the social platform, and And a determining module 602, configured to determine, according to the service information received by the receiving module 601, the target user corresponding to the user terminal in the agent of the call terminal according to the service information received by the receiving module 601.
  • the sending module 603 is configured to return, to the call control entity, the identifier of the target agent determined by the determining module 602, so that the call control entity establishes a voice connection between the target agent and the user terminal.
  • the service information includes a user identifier of the user requesting the service on the social platform and an agent identifier of the agent that provides the service to the user requesting the service; and the determining module 602 is specifically configured to acquire the user terminal from the agent query request.
  • the terminal identifier is used to search for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, and find the corresponding agent identifier in the service information according to the found user identifier. And determine the agent identified by the found agent ID as the target agent.
  • the service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user requesting the service for the reply content of the agent providing the service, and other users of the social platform Evaluation information of the reply content of the agent providing the service.
  • the determining module 602 is further configured to: when the found agent identifiers are multiple, determine, according to the service additional information, that the first agent that meets the preset condition among the found agents is determined as the target agent preset condition as follows: One or any combination: First, the first agent provides the latest requested service to the calling user on the social platform; 2. In the reply content when multiple agents provide services to the calling user, the calling user answers the first seat. The content is evaluated the most; third, in the reply content when multiple agents provide services for the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.
  • the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent;
  • the agent query request includes the call user specified a demand keyword;
  • the determining module 602 is specifically configured to search for the skill keyword matching the demand keyword in the service information according to the demand keyword, and The agent identified by the agent ID corresponding to the found skill keyword is determined as the target agent.
  • the service information includes evaluation information of each agent, and the evaluation information of each agent includes at least one of satisfaction degree of each agent, total number of times of reply content of each agent, and total number of times of reply content of each agent.
  • the determining module 602 is specifically configured to calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the agent with the optimal routing weight is the target agent.
  • the agent selection entity provided in this embodiment may be used to implement the technical solution of the corresponding call routing method in FIG. 2, and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 7 is a schematic structural diagram of a social platform gateway according to another embodiment of the present invention.
  • the gateway includes: a processor 701, a transmitter 702, and a processor 701, configured to provide, according to a call center agent, a user of the social platform.
  • the service generation service information is used by the sender 702 to send the service information generated by the processor 701 to the agent selection entity, so that the agent selection entity determines the target agent for the user terminal of the call center in the agent of the call center according to the service information.
  • the service information includes a user identifier of the user requesting the service on the social platform and an identifier of the agent that provides the service to the user requesting the service, so that the agent selection entity calls the call center when the user terminal corresponding to the user identifier calls the call center.
  • the agent serving the user on the social platform is determined as the target agent according to the service information.
  • the service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, a rating information of the user who requests the service, and a response information of the agent providing the service, and the social platform The evaluation information of the reply content of the agent providing the service by the other user, so that the agent selection entity determines the target agent based on the service additional information when there are a plurality of agents serving the user.
  • the service additional information includes at least one of the following: a time when the service is requested, a rating information of the user who requests the service, and a response information of the agent providing the service, and the social platform The evaluation information of the reply content of the agent providing the service by the other user, so that the agent selection entity determines the target agent based on the service additional information when there are a plurality of agents serving the user.
  • the processor 701 is specifically configured to collect a word with a high number of occurrences in the reply content of each agent as the skill keyword of the corresponding agent, and the generated service information includes the identifier of each agent and the skill keyword corresponding to each agent.
  • the processor 701 is specifically configured to collect evaluation information of the reply content when the user of the social platform provides services for each agent to determine the evaluation information of each agent, and the evaluation information of each agent includes the satisfaction of each agent and the seats of each agent. At least one of the total number of times of replying the content of the reply and the total number of times of collecting the contents of the reply of each of the seats, the generated service information includes evaluation information of each seat.
  • the gateway provided in this embodiment may be used to implement the technical solution of the corresponding call routing method in FIG. 1 , and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 8 is a schematic structural diagram of an agent selection entity according to another embodiment of the present invention.
  • the agent selection entity includes: a receiver 801, a processor 802, and a transmitter 803.
  • the call center where the agent selection entity is located further includes The call control entity and the plurality of agents, the agent of the call center logs in to the social platform through the social platform gateway and provides the service to the user of the social platform through the social platform gateway, and the receiver 801 is configured to receive the service information sent by the social platform gateway, and the service information
  • the social platform gateway is generated according to the service provided by the call center agent to the user of the social platform, and is further configured to receive an agent query request sent by the call control entity when receiving the call request of the user terminal; and the processor 802 is configured to receive according to the The service information received by the device 801 determines the target agent for the calling user corresponding to the user terminal in the agent of the call center; the transmitter 803 is configured to return the identifier of the target agent determined by the processor 802 to the call control entity,
  • the service information includes a user identifier of a user requesting a service on the social platform and an agent identifier of an agent that provides a service to the user requesting the service; and the processor 802 is specifically configured to acquire the user terminal from the agent query request.
  • the terminal identifier is used to search for the user identifier corresponding to the terminal identifier of the user terminal in the corresponding relationship between the terminal identifier and the user identifier of the user terminal, and find the corresponding agent identifier in the service information according to the found user identifier. And determine the agent identified by the found agent ID as the target agent.
  • the service information further includes service additional information, wherein the service additional information includes at least one of the following: a time when the service is requested, an evaluation information of the user requesting the service for the reply content of the agent providing the service, and other users of the social platform Evaluation information of the reply content of the agent providing the service.
  • the processor 802 is further configured to: when the found agent identifier is multiple, determine, according to the service additional information, that the first agent that meets the preset condition among the found agents is determined as the target agent preset condition as follows: One or any combination: First, the first agent provides the latest requested service to the calling user on the social platform; 2. In the reply content when multiple agents provide services to the calling user, the calling user answers the first seat. The content is evaluated the most; third, in the reply content when multiple agents provide services for the calling user, other users of the social platform have the highest evaluation of the reply content of the first agent.
  • the service information includes an identifier of each agent and a skill keyword corresponding to each agent, and the skill keyword corresponding to each agent is a word that appears more frequently in the reply content of each agent;
  • the agent query request includes the call user specified Demand keyword; then processor 802, specifically for root According to the demand keyword, the skill keyword matching the demand keyword is searched for in the service information, and the agent identified by the agent identifier corresponding to the found skill keyword is determined as the target agent.
  • the service information includes evaluation information of each agent, and the evaluation information of each agent includes at least one of satisfaction degree of each agent, total number of times of reply content of each agent, and total number of times of reply content of each agent.
  • the processor 802 is specifically configured to calculate a routing weight of each agent according to the evaluation information of each agent, and determine that the agent with the optimal routing weight is the target agent.
  • the agent selection entity provided in this embodiment may be used to implement the technical solution of the corresponding call routing method in FIG. 2, and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 9 is a schematic diagram of a call center system, including an agent selection entity 901 and a call control entity 902.
  • the agent selection entity 901 is configured to receive service information sent by a social platform gateway, where the service is provided. The information is generated by the social platform gateway according to the service provided by the agent of the call center for the user of the social platform; the call control entity 902 is configured to send an agent query request to the agent selection entity when receiving the call request of the user terminal;
  • the selecting entity 901 is further configured to determine, according to the service information, a target agent for the calling user corresponding to the user terminal in the agent of the call center, and return the identifier of the target agent to the call control entity 902; the call control entity 902 further uses Establishing a voice connection between the target agent and the user terminal according to the identifier of the target agent.
  • the agent selection entity 901 in this embodiment may be used to implement the implementation of the call routing method corresponding to FIG. 3 and FIG. 4, and the call control entity 902 may be used to implement the implementation of the call routing method corresponding to FIG. 4, and the implementation principle thereof. Similar to the technical effect, it will not be described here.

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Abstract

本发明提供一种呼叫路由方法、装置及***，其中呼叫中心包括座席选择实体和多个座席，呼叫中心的座席通过社交平台网关登录到社交平台并通过社交平台网关为社交平台的用户提供服务，该方法包括：社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息，并向所述座席选择实体发送所述服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席。从而提高了座席服务效率，同时提高了呼叫中心的线下语音效率。

Description

呼叫路由方法、装置及*** 技术领域
本发明涉及一种呼叫路由技术，尤其涉及一种呼叫路由方法、装置及***。
背景技术
随着网络族越来越多的在社交平台上进行购物经验、服务体验的分享交流、以及咨询等社交活动的出现，网络族越来越需要网络线上和语音线下体验的统一，用户终端在社交平台与呼叫中心上的交互也成为未来呼叫中心***的发展趋势。
目前的呼叫中心支持社交平台的接入，但只是作为一个通道接入，将社交平台的信息经过呼叫中心的原有路由模块分发到对应座席，其中呼叫中心通过中间网元即社交平台网关与多个社交平台交互，如脸书(Facebook)、推特(Twitter)等进行对接，社交平台网关根据搜索通道、关键词从社交平台获取海量信息。社交平台网关对海量社交信息，可以基于词义的情感分析，按照一定的规则进行过滤、筛选，进行舆情监控，并进行优先级路由分发给呼叫中心，呼叫中心确定相应座席进行处理。座席处理社交信息，进行回复，可以由审核人员进行回复内容的审核，统一发送到社交平台网关，由社交平台网关统一对外进行发布。
然而，现有技术中的座席仍然在呼叫中心范围内，不能成为社交平台的一员，从而不能实现直接在社交平台上为用户终端进行服务，导致社交平台和呼叫中心相互隔离，另外，现有技术中基于社交平台的线上网络服务，与基于传统语音呼叫中心的线下服务，两者都是独立的，没有形成有机的统一体，从而使得呼叫中心的语音线下服务效率较低。
发明内容
本发明提供了一种呼叫路由方法、装置及***，从而提高座席服务效率， 以及呼叫中心的语音线下服务效率。
第一方面，本发明实施例提供一种呼叫路由方法，呼叫中心包括座席选择实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述方法包括：所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息；所述社交平台网关向所述座席选择实体发送所述服务信息，以使所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为呼叫所述呼叫中心的用户终端确定目标座席。
结合第一方面，在第一方面的第一种可能实施方式中，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使所述座席选择实体在所述用户标识对应的用户终端呼叫所述呼叫中心时，根据所述服务信息将在所述社交平台上为所述用户服务过的座席确定为所述目标座席。
结合第一方面的第一种可能实施方式，在第一方面的第二种可能实施方式中，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对所述提供服务的座席的答复内容的评价信息，以使所述座席选择实体在为所述用户服务过的座席为多个时，根据所述服务附加信息确定所述目标座席。
结合第一方面，在第一方面的第三种可能实施方式中，所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息，具体包括，所述社交平台网关统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词，生成的所述服务信息包括各座席的标识和各座席对应的技能关键词。
结合第一方面，在第一方面的第四种可能实施方式中，所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息，具体包括，所述社交平台网关统计所述社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，生成的所述服务信息包括所述各座席的评价信 息。
第二方面，本发明实施例提供一种呼叫路由方法，呼叫中心包括座席选择实体、呼叫控制实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述方法包括：所述座席选择实体接收所述社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成的；所述座席选择实体接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端对应的呼叫用户确定目标座席，并向所述呼叫控制实体返回所述目标座席的标识，以便所述呼叫控制实体建立所述目标座席与所述用户终端之间的语音连接。
结合第二方面，在第二方面的第一种可能实施方式中，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：所述座席选择实体从所述座席查询请求中获取所述用户终端的终端标识，根据所述用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找所述用户终端的终端标识所对应的用户标识，根据查找到的用户标识在所述服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为所述目标座席。
结合第二方面的第一种可能实施方式，在第二方面的第二种可能实施方式中，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对提供服务的座席的答复内容的评价信息；在查找到的座席标识为多个时，根据所述服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席，所述预设条件为如下条件中的一个或任意组合：所述第一座席在所述社交平台上为所述呼叫用户提供了最新请求的服务；在多个座席为所述呼叫用户提供服务时的答复内容中，所述呼叫用户对所述第一座席的答复内容的评价最高；在多个座席为所述呼叫用户提供服务时的答复内容中，所述社交平台的其它用户对所述第一座席的答复内容的评价最高。
结合第二方面，在第二方面的第三种可能实施方式中，所述服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；所述座席查询请求包括所述呼叫用户指定的需求关键词；所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：所述座席选择实体根据所述需求关键词在所述服务信息中查找与所述需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为所述目标座席。
结合第二方面，在第二方面的第四种可能实施方式中，所述服务信息包括各座席的评价信息，所述各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：所述座席选择实体根据所述各座席的评价信息计算所述各座席的路由权值；所述座席选择实体确定具有最优路由权值的座席为所述目标座席。
第三方面，本发明实施例提供一种社交平台网关，呼叫中心包括座席选择实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述社交平台网关包括：生成模块，用于根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息；发送模块，用于向所述座席选择实体发送所述生成模块生成的所述服务信息，以使所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为呼叫所述呼叫中心的用户终端确定目标座席。
结合第三方面，在第三方面的第一种可能实施方式中，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使所述座席选择实体在所述用户标识对应的用户终端呼叫所述呼叫中心时，根据所述服务信息将在所述社交平台上为所述用户服务过的座席确定为所述目标座席。
结合第三方面的第一种可能实施方式，在第三方面的第二种可能实施方式中，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对提供服务的座席的答复内容的 评价信息，以使所述座席选择实体在为所述用户服务过的座席为多个时，根据所述服务附加信息确定所述目标座席。
结合第三方面，在第三方面的第三种可能实施方式中，所述生成模块，具体用于统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词，生成的所述服务信息包括各座席的标识和各座席对应的技能关键词。
结合第三方面，在第三方面的第四种可能实施方式中，所述生成模块，具体用于统计所述社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，生成的所述服务信息包括所述各座席的评价信息。
第四方面，本发明实施例提供一种座席选择实体，所述坐席选择实体所在的呼叫中心还包括呼叫控制实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述座席选择实体包括：接收模块，用于接收所述社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成的，还用于接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；确定模块，用于根据所述接收模块接收的所述服务信息在所述呼叫中心的座席中为所述用户终端对应的呼叫用户确定目标座席；发送模块，用于向所述呼叫控制实体返回所述确定模块所确定的所述目标座席的标识，以便所述呼叫控制实体建立所述目标座席与所述用户终端之间的语音连接。
结合第四方面，在第四方面的第一种可能实施方式中，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；所述确定模块，具体用于从所述座席查询请求中获取所述用户终端的终端标识，根据所述用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找所述用户终端的终端标识所对应的用户标识，根据查找到的用户标识在所述服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为所述目标座席。
结合第四方面的第一种可能实施方式，在第四方面的第二种可能实施方式中，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息 中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对提供服务的座席的答复内容的评价信息；所述确定模块，还用于在查找到的座席标识为多个时，根据所述服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席，所述预设条件为如下条件中的一个或任意组合：所述第一座席在所述社交平台上为所述呼叫用户提供了最新请求的服务；在多个座席为所述呼叫用户提供服务时的答复内容中，所述呼叫用户对所述第一座席的答复内容的评价最高；在多个座席为所述呼叫用户提供服务时的答复内容中，所述社交平台的其它用户对所述第一座席的答复内容的评价最高。
结合第四方面，在第四方面的第三种可能实施方式中，所述服务信息包括各座席的标识和各座席对应的技能关键词，所述服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；所述座席查询请求包括所述呼叫用户指定的需求关键词；所述确定模块，具体用于根据所述需求关键词在所述服务信息中查找与所述需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为所述目标座席。
结合第四方面，在第四方面的第四种可能实施方式中，所述服务信息包括各座席的评价信息，所述各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；所述确定模块，具体用于：根据所述各座席的评价信息计算所述各座席的路由权值，确定具有最优路由权值的座席为所述目标座席。
第五方面，本发明实施例提供一种呼叫中心***，包括：座席选择实体和呼叫控制实体；所述坐席选择实体，用于接收所述社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的；所述呼叫控制实体，用于在接收到用户终端的呼叫请求时向所述坐席选择实体发送座席查询请求；所述坐席选择实体，还用于根据所述服务信息在所述呼叫中心的座席中为所述用户终端对应的呼叫用户确定目标座席，并向所述呼叫控制实体返回所述目标座席的标识；所述呼叫控制实体，还用于根据所述目标座席的标识建立所述目标座席与所述用户终端之间的语音连接。
本发明提供一种呼叫路由方法、装置及***，该方法包括：首先，社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息；然后，社交平台网关向座席选择实体发送服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席。其中座席通过社交平台网关登录到社交平台并通过社交平台网关为用户提供服务，使得座席直接作为社交平台的一员，从而提高了座席服务效率，另外座席选择实体根据服务信息为呼叫中心的用户终端确定目标座席，进而可以及时有效为用户分配适合该用户的座席，从而提高呼叫中心的线下语音效率。
附图说明
图1为本发明一实施例提供的呼叫路由方法的流程图；
图2为本发明一实施例提供的社交平台网关获取话单信息的流程图；
图3为本发明另一实施例提供的呼叫路由方法的流程图；
图4为本发明再一实施例提供的呼叫路由方法的流程图；
图5为本发明一实施例提供的一种社交平台网关的结构示意图；
图6为本发明一实施例提供的一种座席选择实体的结构示意图；
图7为本发明另一实施例提供的一种社交平台网关的结构示意图；
图8为本发明另一实施例提供的一种座席选择实体的结构示意图；
图9为本发明一实施例提供的一种呼叫中心***的示意图。
具体实施方式
图1为本发明一实施例提供的呼叫路由方法的流程图，其中该方法适用于基于社交平台的呼叫路由场景，该方法的执行主体为社交平台网关，其中呼叫路由方法的具体流程如下：
S101：社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息。
具体地，呼叫中心包括座席选择实体、呼叫控制实体和多个座席，其中呼叫中心的座席通过社交平台网关登录到社交平台并通过社交平台网关为社交平台的用户提供服务，用户在社交平台上提出问题和需求，座席会针对用户的问题和需求进行答复，并持续跟踪，直到问题解决，即座席为社交平台的用户提供服务，首先座席通过座席账号登录呼叫中心，其次 座席获取配置管理员将座席账号转换后的至少一个社交平台账号，接着座席通过上述至少一个社交平台账号通过社交平台网关向对应社交平台发送登录请求。也就是说座席可以作为社交平台的一员，直接在社交平台上为用户提供服务，因此社交平台网关可以转发为用户提供服务的座席和用户之间的交互信息，如，用户请求的服务的内容(如用户在社交平台上发的帖子)、座席为用户提供的答复内容、用户对座席的答复内容的评价信息等。社交平台网关可以记录转发的用户和座席之间交互的信息以生成会话话单信息、操作话单信息和用户话单信息中的至少一种，社交平台网关将这些话单信息存储至数据库中，具体地，图2为本发明一实施例提供的社交平台网关获取话单信息的流程图，如图2所示，社交平台网关获取话单信息的具体步骤如下：
S201：用户在社交平台上提问或咨询。
S202：发送用户的提问或咨询。
S203：发送用户的提问或咨询。
S204：座席进行答复。
S205：转发座席的答复。
S206：记录会话话单信息。
具体地，该会话话单信息可以包括：用户向座席请求服务的内容，用户向座席请求服务的时间，座席向用户的服务响应的内容、座席向用户的服务响应的时间等。
S207：转发座席的答复。
S208：用户根据答复在社交平台上进行操作(转发、共享等)。
S209：发送操作信息。
S210：记录操作话单信息。
操作话单信息包括：用户在至少一个社交平台上对座席向用户终端的服务响应进行的服务反馈信息，其中服务反馈信息包括：服务评价，转发次数或评价次数中的至少一种。
S211：同步用户信息。
S212：记录用户话单信息。
具体地，用户话单信息包括：用户在至少一个社交平台上的注册信息， 至少一个社交平台的接入地址或登录授权码中的至少一种。
社交平台网关还可以通过话单实时数据模块将上述话单信息转换为实时数据，实时数据通过话单间隔数据模块处理，生成细小维度的间隔数据，间隔周期可以通过配置决定，一般有15分钟，30分钟等不等，间隔数据通过话单日结数据模块，生成以天为单位的统计数据，日结数据通过话单月结数据模块，生成以月为单位的统计数据。
进一步地，服务信息为上述话单信息中的部分信息或者提取的关键信息，可选地，该服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使座席选择实体在用户标识对应的用户终端呼叫所述呼叫中心时，根据服务信息将在社交平台上为用户服务过的座席确定为目标座席。进一步地，上述服务信息还包括服务附加信息，服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息，以使座席选择实体在为用户服务过的座席为多个时，根据服务附加信息确定目标座席。
可选地，该服务信息包括：各座席的标识和各座席对应的技能关键词，其中社交平台网关统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词。
具体地，该技能关键词的确定方法可以为：社交平台网关统计各座席的答复内容中各个词出现的次数，当某个词出现的次数超过预设阈值，则确定该词为座席的技能关键词；或者，对各个次出现的次数进行统计，并且根据次数多少进行排序，出现次数最多的词则作为该座席的技能关键词，确定关键词的方法不限于此。
可选地，服务信息包括各座席的评价信息。其中社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息，具体包括，社交平台网关统计社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，生成的服务信息包括各座席的评价信息。
具体地，社交平台网关可以统计用户对每个座席的评价，若用户对座 席的答复的评价共有10次，并且8次被选为最佳答案，则确定满意度为80％。确定满意度的方法不限于此。
S102：社交平台网关向座席选择实体发送服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席。
具体地，社交中心网关可以周期性向座席选择实体发送服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席。也可以是座席选择实体周期向社交中心平台发送服务信息更新请求消息，然后社交中心网关接收到服务信息更新请求消息之后，向座席选择实体发送响应消息，该响应消息中携带服务信息。
本实施例提供了一种呼叫路由方法，其中包括：社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息；并向座席选择实体发送服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席，其中座席通过社交平台网关登录到社交平台并通过社交平台网关为用户提供服务，使得座席直接作为社交平台的一员，从而提高了座席服务效率，另外社交平台网关向座席选择实体发送服务信息，从而使得座席选择实体根据服务信息，即用户在社交平台上接受座席服务的历史信息为呼叫中心的用户终端确定目标座席，进而可以及时有效为用户分配适合该用户的座席，从而提高呼叫中心的线下语音效率。
图3为本发明另一实施例提供的呼叫路由方法的流程图，其中该方法适用于基于社交平台的呼叫路由场景，该方法的执行主体为座席选择实体，其中呼叫路由方法的具体流程如下：
S301：座席选择实体接收社交平台网关发送的服务信息。
具体地，所述服务信息是社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的。进一步地，该服务信息可以包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内 容的评价信息；在查找到的座席标识为多个时，根据所述服务附加信息将查找到的座席中满足预设条件的第一座席确定为目标座席，其中预设条件为如下条件中的一个或任意组合：一、第一座席在社交平台上为呼叫用户提供了最新请求的服务；其中最新请求的服务即为座席与用户之间的一次社交会话，每个社交会话对应唯一的标识(Identification，ID)，同样在一次社交会话中，用户和座席也都有唯一的ID以标识不同的身份。二、在多个座席为呼叫用户提供服务时的答复内容中，呼叫用户对第一座席的答复内容的评价最高；若呼叫用户确定第一座席的答复内容为最佳答案或者呼叫用户转发或收藏了第一座席的答复内容等都被认定为呼叫用户对第一座席的答复内容的评价最高。三、在多个座席为呼叫用户提供服务时的答复内容中，社交平台的其它用户对第一座席的答复内容的评价最高，其他用户对第一座席的答复内容的转发次数，收藏次数等如果最多，则确定其它用户对第一座席的答复内容的评价最高。
或者，所述服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词。
或者，所述服务信息包括各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个。
S302：座席选择实体接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求。
具体地，呼叫控制实体接收到用户终端的呼叫请求，该呼叫请求中携带有用户终端的终端标识，呼叫控制实体从呼叫请求中获取该终端标识并添加到座席查询请求中，并将座席查询请求发送给座席选择实体。
或者座席查询请求中携带有呼叫用户指定的需求关键词，其中，呼叫控制实体通过互动式语音应答(Interactive Voice Response,IVR)交互收集需求关键词，呼叫控制实体将该需求关键词添加到座席查询请求中。
S303：座席选择实体根据服务信息在呼叫中心的座席中为用户终端对应的呼叫用户确定目标座席，并向呼叫控制实体返回目标座席的标识。
具体地，当服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识时，并且座席查询请求携带 有用户终端的终端标识，则座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：座席选择实体从座席查询请求中获取用户终端的终端标识，根据用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找用户终端的终端标识所对应的用户标识，根据查找到的用户标识在服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为目标座席。此外，服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息，当座席选择实体查找到的座席标识为多个时，可以根据服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席，具体地，预设条件可以为如下条件中的一个或任意组合：一、第一座席在社交平台上为所述呼叫用户提供了最新请求的服务；则座席选择实体根据用户标识在服务信息中查找对应的座席标识的过程是：座席选择实体首先确定用户标识所标识的用户最近一次社交会话ID，即确定第一座席在社交平台上位呼叫用户提供的最新请求的服务，该社交会话的ID所关联的座席ID所对应的座席即为接下来为该呼叫用户要服务的目标座席；二、在多个座席为呼叫用户提供服务时的答复内容中，呼叫用户对第一座席的答复内容的评价最高；三、在多个座席为呼叫用户提供服务时的答复内容中，社交平台的其它用户对第一座席的答复内容的评价最高。
举个实例，若服务信息中包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识，并且服务信息还包括服务附加信息，满足第一个预设条件：假设这样的场景：一位患有风湿病的患者X，在社交平台上的“中医专家门诊社区群”里的“风湿病子群”讨论了自己的病情，专家A与患者X在论坛上进行治疗方案讨论和分析，并且患者X初步选择了专家A的治疗方案，患者X在某天拨打呼叫中心热线电话6666，呼叫控制实体接收到用户终端的呼叫请求，并向座席选择实体发送座席查询请求，该座席查询请求包括终端标识，该终端标识可以为手机号码，座席选择实体根据终端标识在预先记录的终端标识和用户标识的对应关系中查找所述用户终端的终端标识所对应的用户标识，即根据 手机号码确定患者X的标识，根据查找到的患者X的标识在服务信息中查找到患者X最近一次社交会话ID，然后获得该社交会话ID所关联的座席标识，最终确定座席标识为专家A的标识，则专家A为目标座席，并且***提示：“您好，欢迎致电中医专家门诊热线进行挂号预约，您已经在X月X日在风湿病子群和A医生进行了沟通，是否确定预约A医生的门诊，确认请按1，退出请按2”。
当服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；座席查询请求包括呼叫用户指定的需求关键词；所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：座席选择实体根据需求关键词在服务信息中查找与需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为目标座席。
进一步地，若呼叫用户首次发起服务请求，或者，当座席选择实体为用户确定的座席为多个时，可以通过下面的方法确定最终的目标座席，其中服务信息包括各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：座席选择实体根据各座席的评价信息计算各座席的路由权值；则座席选择实体确定具有最优路由权值的座席为所述目标座席。其中路由权值可以通过下面的方法计算，路由权值＝满意度×A+总转发次数×B+总收藏次数×C，系数A,B,C为正数，A+B+C＝1,在具体实现时，可以将当前处于非空闲状态的座席、技能关键词和座席查询请求中获取的需求关键词不匹配的座席的路由权值赋为0。
举个实例，若服务信息包括各座席的标识和各座席对应的技能关键词，并且服务信息还包括各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，假设这样的场景：一位患有风湿病的患者X，在社交平台上的“中医专家门诊社区群”里的“风湿病子群”讨论了自己的病情，专家A和专家B主动地与患者X在论坛上进行治疗方案讨论和分析，最终患者X初步选择了专家A的治疗方案，而专家A是该社区群的好评最 高的医生，患者X在某天拨打呼叫中心热线电话6666，即呼叫控制实体接收到用户终端的呼叫请求，并向座席选择实体发送座席查询请求，该座席查询请求包括患者X指定的需求关键词“风湿病”，座席选择实体根据需求关键词在服务信息中查找与需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为目标座席，即根据需求关键词为患者X确定了专家A和专家B，然后座席选择实体根据专家A和专家B的评价信息计算路由权值；则座席选择实体确定具有最优路由权值的专家A为目标座席。
本实施例提供了一种呼叫路由方法，包括：座席选择实体接收社交平台网关发送的服务信息，服务信息是社交平台网关根据呼叫中心的座席为所述社交平台的用户提供的服务生成的，同时座席选择实体接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；座席选择实体根据服务信息在所述呼叫中心的座席中为用户终端对应的呼叫用户确定目标座席，并向呼叫控制实体返回所述目标座席的标识，以便呼叫控制实体建立目标座席与用户终端之间的语音连接。通过将基于社交平台的线上网络服务与基于传统语音呼叫中心的线下服务的有机结合从而使得呼叫中心的语音线下服务效率得到了明显提高，同时由于座席直接在社交平台上为用户终端进行服务，提高座席服务效率。
图4为本发明再一实施例提供的呼叫路由方法的流程图，该方法包括用户终端、呼叫中心***与社交平台网关之间的交互流程，其中呼叫中心***包括座席选择实体，呼叫控制实体，如图4所示，该方法具体步骤如下：
S401：座席选择实体接收社交平台网关发送的服务信息。
具体地，所述服务信息是社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的。进一步地，该服务信息可以包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息；在查找到的座席标识为多个时，根据所述服务附加信息将 查找到的座席中满足预设条件的第一座席确定为目标座席，其中预设条件为如下条件中的一个或任意组合：一、第一座席在社交平台上为呼叫用户提供了最新请求的服务；其中最新请求的服务即为座席与用户之间的一次社交会话，每个社交会话对应唯一的标识，同样在一次社交会话中，用户和座席也都有唯一的ID以标识不同的身份。二、在多个座席为呼叫用户提供服务时的答复内容中，呼叫用户对第一座席的答复内容的评价最高；若呼叫用户确定第一座席的答复内容为最佳答案或者呼叫用户转发或收藏了第一座席的答复内容等都被认定为呼叫用户对第一座席的答复内容的评价最高。三、在多个座席为呼叫用户提供服务时的答复内容中，社交平台的其它用户对第一座席的答复内容的评价最高。其他用户对第一座席的答复内容的转发次数，收藏次数等如果最多，则确定其它用户对第一座席的答复内容的评价最高。
或者，所述服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词。
或者，所述服务信息包括各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个。
S402：用户终端向呼叫控制实体发送呼叫请求。
S403：呼叫控制实体向座席选择实体发送座席查询请求。
S404：座席选择实体根据服务信息在呼叫中心的座席中为用户终端对应的呼叫用户确定目标座席。
S405：座席选择实体向呼叫控制实体返回目标座席的标识。
具体地，当服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识时，并且座席查询请求携带有用户终端的终端标识，则座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：座席选择实体从座席查询请求中获取用户终端的终端标识，根据用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找用户终端的终端标识所对应的用户标识，根据查找到的用户标识在服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为目标座席。此外，服务信息还 包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息，当座席选择实体查找到的座席标识为多个时，可以根据服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席，具体地，预设条件可以为如下条件中的一个或任意组合：一、第一座席在社交平台上为所述呼叫用户提供了最新请求的服务；则座席选择实体根据用户标识在服务信息中查找对应的座席标识的过程是：座席选择实体首先确定用户标识所标识的用户最近一次社交会话ID，即确定第一座席在社交平台上位呼叫用户提供的最新请求的服务，该社交会话的ID所关联的座席ID所对应的座席即为接下来为该呼叫用户要服务的目标座席；二、在多个座席为呼叫用户提供服务时的答复内容中，呼叫用户对第一座席的答复内容的评价最高；三、在多个座席为呼叫用户提供服务时的答复内容中，社交平台的其它用户对第一座席的答复内容的评价最高。
当服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；座席查询请求包括呼叫用户指定的需求关键词；所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：座席选择实体根据需求关键词在服务信息中查找与需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为目标座席。
进一步地，若呼叫用户首次发起服务请求，或者，当座席选择实体为用户确定的座席为多个时，可以通过下面的方法确定最终的目标座席，其中服务信息包括各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：座席选择实体根据各座席的评价信息计算各座席的路由权值；则座席选择实体确定具有最优路由权值的座席为所述目标座席。
本实施例提供了一种呼叫路由方法，包括座席选择实体接收社交平台网关发送的服务信息，服务信息是社交平台网关根据呼叫中心的座席为所 述社交平台的用户提供的服务生成的，同时座席选择实体接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；座席选择实体比对座席查询请求与服务信息，最终为呼叫用户确定目标座席，使得呼叫用户可以基于服务信息即历史数据与目标座席建立语音连接，从而提高了线下语音服务效率。
图5为本发明一实施例提供的一种社交平台网关的结构示意图，该网关包括：生成模块501，发送模块502，生成模块501，用于根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息，发送模块502，用于向座席选择实体发送生成模块501生成的服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席。
可选地，服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使座席选择实体在用户标识对应的用户终端呼叫所述呼叫中心时，根据服务信息将在社交平台上为用户服务过的座席确定为目标座席。进一步地，所述服务信息还包括服务附加信息，其中服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息，以使座席选择实体在为用户服务过的座席为多个时，根据服务附加信息确定目标座席。
可选地，生成模块501具体用于统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词，则生成的服务信息包括各座席的标识和各座席对应的技能关键词。
可选地，生成模块501具体用于统计社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，生成的服务信息包括各座席的评价信息。
本实施例提供的网关，可以用于执行图1对应呼叫路由方法的实施技术方案，其实现原理和技术效果类似，此处不再赘述。
图6为本发明一实施例提供的一种座席选择实体的结构示意图，该座 席选择实体具体包括：接收模块601，确定模块602，发送模块603，所述坐席选择实体所在的呼叫中心还包括呼叫控制实体和多个座席，呼叫中心的座席通过社交平台网关登录到社交平台并通过社交平台网关为社交平台的用户提供服务，接收模块601，用于接收社交平台网关发送的服务信息，服务信息是社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的，还用于接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；确定模块602，用于根据接收模块601接收的服务信息在呼叫中心的座席中为用户终端对应的呼叫用户确定目标座席；发送模块603，用于向呼叫控制实体返回确定模块602所确定的目标座席的标识，以便呼叫控制实体建立目标座席与用户终端之间的语音连接。
可选地，所述服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；则确定模块602，具体用于从座席查询请求中获取用户终端的终端标识，根据用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找用户终端的终端标识所对应的用户标识，根据查找到的用户标识在服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为目标座席。所述服务信息还包括服务附加信息，其中，服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息。则确定模块602，还用于在查找到的座席标识为多个时，根据服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席预设条件为如下条件中的一个或任意组合：一、第一座席在社交平台上为呼叫用户提供了最新请求的服务；二、在多个座席为呼叫用户提供服务时的答复内容中，呼叫用户对第一座席的答复内容的评价最高；三、在多个座席为呼叫用户提供服务时的答复内容中，社交平台的其它用户对第一座席的答复内容的评价最高。
可选地，服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；座席查询请求包括所述呼叫用户指定的需求关键词；则确定模块602，具体用于根据需求关键词在服务信息中查找与需求关键词匹配的技能关键词，并将 查找到的技能关键词对应的座席标识所标识的座席确定为目标座席。
可选地，服务信息包括各座席的评价信息，所述各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；则确定模块602，具体用于根据各座席的评价信息计算各座席的路由权值，确定具有最优路由权值的座席为目标座席。
本实施例提供的座席选择实体，可以用于执行图2对应呼叫路由方法的实施技术方案，其实现原理和技术效果类似，此处不再赘述。
图7为本发明另一实施例提供的一种社交平台网关的结构示意图，该网关包括：处理器701，发送器702，处理器701，用于根据呼叫中心的座席为社交平台的用户提供的服务生成服务信息，发送器702，用于向座席选择实体发送处理器701生成的服务信息，以使座席选择实体根据服务信息在呼叫中心的座席中为呼叫呼叫中心的用户终端确定目标座席。
可选地，服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使座席选择实体在用户标识对应的用户终端呼叫所述呼叫中心时，根据服务信息将在社交平台上为用户服务过的座席确定为目标座席。进一步地，所述服务信息还包括服务附加信息，其中服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息，以使座席选择实体在为用户服务过的座席为多个时，根据服务附加信息确定目标座席。
可选地，处理器701具体用于统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词，则生成的服务信息包括各座席的标识和各座席对应的技能关键词。
可选地，处理器701具体用于统计社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，生成的服务信息包括各座席的评价信息。
本实施例提供的网关，可以用于执行图1对应呼叫路由方法的实施技术方案，其实现原理和技术效果类似，此处不再赘述。
图8为本发明另一实施例提供的一种座席选择实体的结构示意图，该座席选择实体具体包括：接收器801，处理器802，发送器803，所述坐席选择实体所在的呼叫中心还包括呼叫控制实体和多个座席，呼叫中心的座席通过社交平台网关登录到社交平台并通过社交平台网关为社交平台的用户提供服务，接收器801，用于接收社交平台网关发送的服务信息，服务信息是社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的，还用于接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；处理器802，用于根据接收器801接收的服务信息在呼叫中心的座席中为用户终端对应的呼叫用户确定目标座席；发送器803，用于向呼叫控制实体返回处理器802所确定的目标座席的标识，以便呼叫控制实体建立目标座席与用户终端之间的语音连接。
可选地，所述服务信息包括在社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；则处理器802，具体用于从座席查询请求中获取用户终端的终端标识，根据用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找用户终端的终端标识所对应的用户标识，根据查找到的用户标识在服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为目标座席。所述服务信息还包括服务附加信息，其中，服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、社交平台的其它用户对提供服务的座席的答复内容的评价信息。则处理器802，还用于在查找到的座席标识为多个时，根据服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席预设条件为如下条件中的一个或任意组合：一、第一座席在社交平台上为呼叫用户提供了最新请求的服务；二、在多个座席为呼叫用户提供服务时的答复内容中，呼叫用户对第一座席的答复内容的评价最高；三、在多个座席为呼叫用户提供服务时的答复内容中，社交平台的其它用户对第一座席的答复内容的评价最高。
可选地，服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；座席查询请求包括所述呼叫用户指定的需求关键词；则处理器802，具体用于根 据需求关键词在服务信息中查找与需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为目标座席。
可选地，服务信息包括各座席的评价信息，所述各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；则处理器802，具体用于根据各座席的评价信息计算各座席的路由权值，确定具有最优路由权值的座席为目标座席。
本实施例提供的座席选择实体，可以用于执行图2对应呼叫路由方法的实施技术方案，其实现原理和技术效果类似，此处不再赘述。
图9为本发明一实施例提供的一种呼叫中心***的示意图，包括座席选择实体901和呼叫控制实体902；所述坐席选择实体901，用于接收社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的；所述呼叫控制实体902，用于在接收用户终端的呼叫请求时向坐席选择实体发送座席查询请求；坐席选择实体901，还用于根据所述服务信息在呼叫中心的座席中为用户终端对应的呼叫用户确定目标座席，并向呼叫控制实体902返回目标座席的标识；所述呼叫控制实体902，还用于根据所述目标座席的标识建立所述目标座席与所述用户终端之间的语音连接。
本实施例中的坐席选择实体901可以用于执行图3、4对应的呼叫路由方法的实施技术方案，呼叫控制实体902可以用于执行图4对应的呼叫路由方法的实施技术方案，其实现原理和技术效果类似，此处不再赘述。
最后应说明的是：以上各实施例仅用以说明本发明的技术方案，而非对其限制；尽管参照前述各实施例对本发明进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分或者全部技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本发明各实施例技术方案的范围。

Claims (21)

  1. 一种呼叫路由方法，其特征在于，呼叫中心包括座席选择实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述方法包括：
    所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息；
    所述社交平台网关向所述座席选择实体发送所述服务信息，以使所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为呼叫所述呼叫中心的用户终端确定目标座席。
  2. 根据权利要求1所述的方法，其特征在于，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使所述座席选择实体在所述用户标识对应的用户终端呼叫所述呼叫中心时，根据所述服务信息将在所述社交平台上为所述用户服务过的座席确定为所述目标座席。
  3. 根据权利要求2所述的方法，其特征在于，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对所述提供服务的座席的答复内容的评价信息，以使所述座席选择实体在为所述用户服务过的座席为多个时，根据所述服务附加信息确定所述目标座席。
  4. 根据权利要求1所述的方法，其特征在于，
    所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息，具体包括，所述社交平台网关统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词，生成的所述服务信息包括各座席的标识和各座席对应的技能关键词。
  5. 根据权利要求1所述的方法，其特征在于，
    所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息，具体包括，所述社交平台网关统计所述社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、 各座席的答复内容的总收藏次数中的至少一个，生成的所述服务信息包括所述各座席的评价信息。
  6. 一种呼叫路由方法，其特征在于，呼叫中心包括座席选择实体、呼叫控制实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述方法包括：
    所述座席选择实体接收所述社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成的；
    所述座席选择实体接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；
    所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端对应的呼叫用户确定目标座席，并向所述呼叫控制实体返回所述目标座席的标识，以便所述呼叫控制实体建立所述目标座席与所述用户终端之间的语音连接。
  7. 根据权利要求6所述的方法，其特征在于，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；
    所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：
    所述座席选择实体从所述座席查询请求中获取所述用户终端的终端标识，根据所述用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找所述用户终端的终端标识所对应的用户标识，根据查找到的用户标识在所述服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为所述目标座席。
  8. 根据权利要求7所述的方法，其特征在于，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对提供服务的座席的答复内容的评价信息；
    在查找到的座席标识为多个时，根据所述服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席，所述预设条件为如下条件 中的一个或任意组合：
    所述第一座席在所述社交平台上为所述呼叫用户提供了最新请求的服务；
    在多个座席为所述呼叫用户提供服务时的答复内容中，所述呼叫用户对所述第一座席的答复内容的评价最高；
    在多个座席为所述呼叫用户提供服务时的答复内容中，所述社交平台的其它用户对所述第一座席的答复内容的评价最高。
  9. 根据权利要求6所述的方法，其特征在于，所述服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；
    所述座席查询请求包括所述呼叫用户指定的需求关键词；
    所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：
    所述座席选择实体根据所述需求关键词在所述服务信息中查找与所述需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为所述目标座席。
  10. 根据权利要求6所述的方法，其特征在于，所述服务信息包括各座席的评价信息，所述各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；
    所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为所述用户终端确定目标座席具体包括：
    所述座席选择实体根据所述各座席的评价信息计算所述各座席的路由权值；
    所述座席选择实体确定具有最优路由权值的座席为所述目标座席。
  11. 一种社交平台网关，其特征在于，呼叫中心包括座席选择实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述社交平台网关包括：
    生成模块，用于根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成服务信息；
    发送模块，用于向所述座席选择实体发送所述生成模块生成的所述服务 信息，以使所述座席选择实体根据所述服务信息在所述呼叫中心的座席中为呼叫所述呼叫中心的用户终端确定目标座席。
  12. 根据权利要求11所述的社交平台网关，其特征在于，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的标识，以使所述座席选择实体在所述用户标识对应的用户终端呼叫所述呼叫中心时，根据所述服务信息将在所述社交平台上为所述用户服务过的座席确定为所述目标座席。
  13. 根据权利要求12所述的社交平台网关，其特征在于，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对提供服务的座席的答复内容的评价信息，以使所述座席选择实体在为所述用户服务过的座席为多个时，根据所述服务附加信息确定所述目标座席。
  14. 根据权利要求11所述的社交平台网关，其特征在于，
    所述生成模块，具体用于统计各座席的答复内容中出现次数较多的词作为对应座席的技能关键词，生成的所述服务信息包括各座席的标识和各座席对应的技能关键词。
  15. 根据权利要求11所述的社交平台网关，其特征在于，
    所述生成模块，具体用于统计所述社交平台的用户针对各座席提供服务时的答复内容的评价信息以确定各座席的评价信息，各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个，生成的所述服务信息包括所述各座席的评价信息。
  16. 一种座席选择实体，其特征在于，所述坐席选择实体所在的呼叫中心还包括呼叫控制实体和多个座席，所述呼叫中心的座席通过社交平台网关登录到社交平台并通过所述社交平台网关为所述社交平台的用户提供服务，所述座席选择实体包括：
    接收模块，用于接收所述社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据所述呼叫中心的座席为所述社交平台的用户提供的服务生成的，还用于接收呼叫控制实体在接收到用户终端的呼叫请求时发送的座席查询请求；
    确定模块，用于根据所述接收模块接收的所述服务信息在所述呼叫中心的座席中为所述用户终端对应的呼叫用户确定目标座席；
    发送模块，用于向所述呼叫控制实体返回所述确定模块所确定的所述目标座席的标识，以便所述呼叫控制实体建立所述目标座席与所述用户终端之间的语音连接。
  17. 根据权利要求16所述的座席选择实体，其特征在于，所述服务信息包括在所述社交平台上请求服务的用户的用户标识和为请求服务的用户提供服务的座席的座席标识；
    所述确定模块，具体用于从所述座席查询请求中获取所述用户终端的终端标识，根据所述用户终端的终端标识在预先记录的终端标识和用户标识的对应关系中查找所述用户终端的终端标识所对应的用户标识，根据查找到的用户标识在所述服务信息中查找对应的座席标识，并将查找到的座席标识所标识的座席确定为所述目标座席。
  18. 根据权利要求17所述的座席选择实体，其特征在于，所述服务信息还包括服务附加信息，所述服务附加信息包括如下信息中的至少一项：请求服务的时间、请求服务的用户对提供服务的座席的答复内容的评价信息、所述社交平台的其它用户对提供服务的座席的答复内容的评价信息；
    所述确定模块，还用于在查找到的座席标识为多个时，根据所述服务附加信息将查找到的座席中满足预设条件的第一座席确定为所述目标座席，所述预设条件为如下条件中的一个或任意组合：
    所述第一座席在所述社交平台上为所述呼叫用户提供了最新请求的服务；
    在多个座席为所述呼叫用户提供服务时的答复内容中，所述呼叫用户对所述第一座席的答复内容的评价最高；
    在多个座席为所述呼叫用户提供服务时的答复内容中，所述社交平台的其它用户对所述第一座席的答复内容的评价最高。
  19. 根据权利要求16所述的座席选择实体，其特征在于，所述服务信息包括各座席的标识和各座席对应的技能关键词，各座席对应的技能关键词是各座席的答复内容中出现次数较多的词；
    所述座席查询请求包括所述呼叫用户指定的需求关键词；
    所述确定模块，具体用于根据所述需求关键词在所述服务信息中查找与所述需求关键词匹配的技能关键词，并将查找到的技能关键词对应的座席标识所标识的座席确定为所述目标座席。
  20. 根据权利要求16所述的座席选择实体，其特征在于，所述服务信息包括各座席的评价信息，所述各座席的评价信息包括各座席的满意度、各座席的答复内容的总转发次数、各座席的答复内容的总收藏次数中的至少一个；
    所述确定模块，具体用于：根据所述各座席的评价信息计算所述各座席的路由权值，确定具有最优路由权值的座席为所述目标座席。
  21. 一种呼叫中心***，其特征在于，包括：座席选择实体和呼叫控制实体；
    所述坐席选择实体，用于接收社交平台网关发送的服务信息，所述服务信息是所述社交平台网关根据呼叫中心的座席为社交平台的用户提供的服务生成的；
    所述呼叫控制实体，用于在接收到用户终端的呼叫请求时向所述坐席选择实体发送座席查询请求；
    所述坐席选择实体，还用于根据所述服务信息在所述呼叫中心的座席中为所述用户终端对应的呼叫用户确定目标座席，并向所述呼叫控制实体返回所述目标座席的标识；
    所述呼叫控制实体，还用于根据所述目标座席的标识建立所述目标座席与所述用户终端之间的语音连接。
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