Title:
CUSTOMER SERVICE DISPATCHING METHOD, APPARATUS AND DEVICE, AND STORAGE MEDIUM
Document Type and Number:
WIPO Patent Application WO/2021/179634
Kind Code:
A1
Abstract:
The present application relates to the field of big data, and discloses a customer service dispatching method, apparatus and device, and a storage medium. Said method comprises: receiving a customer service request initiated by a user account, and determining a service attribute of the user account according to the customer service request; acquiring a plurality of dispatching policies, and calculating matching scores between the service attribute and the dispatching policies; ranking the dispatching policies according to the matching scores, so as to obtain a corresponding dispatching policy table; and according to the dispatching policy table, selecting a customer service agent matching the user account, and enabling access of the user account to the customer service agent. The present application also relates to the block chain technology, and the dispatching policy is stored in a block chain. The present application implements a flexible combination of dispatching policies, improves the efficiency of customer service resource allocation, and reduces the customer service operation cost.
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Inventors:
CAI JIALING (CN)
Application Number:
PCT/CN2020/124758
Publication Date:
September 16, 2021
Filing Date:
October 29, 2020
Export Citation:
Assignee:
PING AN TECH SHENZHEN CO LTD (CN)
International Classes:
H04M3/523; H04M3/51
Foreign References:
| CN111163238A | 2020-05-15 | |||
| CN108320089A | 2018-07-24 | |||
| CN103684874A | 2014-03-26 | |||
| US8036160B1 | 2011-10-11 |
Attorney, Agent or Firm:
BEIJING JINGDA LAW FIRM (CN)
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