Title:
METHOD, APPARATUS AND DEVICE FOR MANAGING IVR INCOMING LINE AND COMPUTER READABLE STORAGE MEDIUM
Document Type and Number:
WIPO Patent Application WO/2018/227768
Kind Code:
A1
Abstract:
The embodiment of the present invention provides a method, apparatus and device for managing an IVR incoming line, and a computer readable storage medium. The method comprises: identifying a user level according to an incoming phone number of the user; determining whether the user selects a service; if the user selects a service, acquiring the service type; if it is received that the user requires transferring to manual service, determining whether the transferring requirement of the user satisfies a preset condition, the preset condition comprising that the user level is a high level or the service type is an emergency service type; if the transferring requirement of the user satisfies the present condition, transferring the incoming line of the user to manual service; and otherwise recommending the incoming line of the user into self-service. According to the embodiment of the present invention, the incoming line of a user is, according to different user levels and a service type selected by the user, transferred to manual service or recommended into self-service, thus improving processing efficiency of the IVR incoming line and user experience.
Inventors:
LI PEIBIN (CN)
Application Number:
PCT/CN2017/099550
Publication Date:
December 20, 2018
Filing Date:
August 30, 2017
Export Citation:
Assignee:
PING AN TECH SHENZHEN CO LTD (CN)
International Classes:
H04M3/523; H04M3/51
Foreign References:
| CN103873708A | 2014-06-18 | |||
| CN1700716A | 2005-11-23 | |||
| CN106791233A | 2017-05-31 | |||
| CN102546981A | 2012-07-04 | |||
| CN102523359A | 2012-06-27 |
Attorney, Agent or Firm:
SHENZHEN TALENT PATENT SERVICE (CN)
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