CN107317835A - A kind of method of the positioning layering customer information captured based on track - Google Patents
A kind of method of the positioning layering customer information captured based on track Download PDFInfo
- Publication number
- CN107317835A CN107317835A CN201710355228.6A CN201710355228A CN107317835A CN 107317835 A CN107317835 A CN 107317835A CN 201710355228 A CN201710355228 A CN 201710355228A CN 107317835 A CN107317835 A CN 107317835A
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- China
- Prior art keywords
- client
- track
- layering
- customer information
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/535—Tracking the activity of the user
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/146—Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
-
- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Human Computer Interaction (AREA)
- Computer Hardware Design (AREA)
- General Engineering & Computer Science (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of method of the positioning layering customer information captured based on track, it is related to communication technical field, the method for realizing customer information mark, including step：After client's access self-assisted voice system, system obtains customer information, and records transaction track of the client in self-assisted voice system, and by the statistics to track of merchandising, tag definition is carried out to client.The above method is realized client is marked layering based on self-assisted voice business, is conducive to understanding customer information and follow-up management.
Description
Technical field
The present invention relates to communication technical field, more particularly to a kind of side of the positioning layering customer information captured with track
Method.
Background technology
With the development of information technology, nowadays, each business bank has built up and perfect customer service center system, side
Help client to request service handling to be limited by time, space, realize 7*24 round-the-clock financial service, financial business enters one
Step is abundant and perfect, contributes to bank to realize the variation of the initiative and marketing approach of customer service.In general, client takes
Centring system of being engaged in (CALL CENTER) is main by IVR system (Interactive Voice Response automatic voice respondings system
System), operator attendance system, several parts compositions such as operation system, IVP systems, also known as interactive voice response system are client's clothes
Important component in centring system of being engaged in, is mainly used to realize with user from the processing of active interactive voice, is passed by voice
True resource realizes automatically processing for business.And the existing layering to customer information is all by operator attendance system, business system
Unite to be layered client, in a practical situation, because operator attendance system is often in busy state, many clients can select
Select automatic voice responsion system to carry out the consulting of business or handle, when being layered client not the client of a part
Include object or imperfect to the Information Statistics of this portions of client, it has not been convenient to which the later stage point is carried out to this part of client
Analysis, management and follow-up, even remove some potential Very Important Person.
The content of the invention
It is an object of the invention to：The client in self-assisted voice system is not included point when being layered to client
Layer object or client progress later stage point a part of to this of the imperfect caused inconvenience of Information Statistics to this portions of client
Analysis, management and follow-up, or even lose some potential Very Important Person.
In order to solve the above technical problems, technical scheme is as follows：
A kind of method of the positioning layering customer information captured based on track, is comprised the following steps：
S1：After client's access self-assisted voice system, the information of client is obtained by the telephone number of client；Client includes individual
People client and corporate client, individual client's information include：Name, identification card number, the age, occupation, home background, address is opened an account
Time, client integrates, credit card information, the inherent attribute information such as average annual one's own profession consumption value；Corporate client information includes, record enterprise
The inherent attribute information such as the title of industry, time of opening an account, enterprises registration assets.
S2：Record transaction track of the client in self-assisted voice system；
S3：The transaction track of client is counted, tag definition is carried out to client；
S4：Layering, and the result data-in that will mark layering client are marked according to the tag definition to client
In storehouse.
Specifically, in S1, client, by being contrasted according to telephone number and database, looks into after access self-assisted voice system
Ask this phone whether as client telephone number of opening an account；If not inquiring the information of opening an account of this number, this number is entered
Line flag；If inquiring the information of opening an account of this number, this number is not marked, represents this number not by opening as client
Family telephone number, illustrates that this client is possible to pass through another mobile terminal enquiry for new client either frequent customer.Some incoming calls
Client is new client, and some incoming call clients are frequent customers, if only judging whether the client is new visitor according to phone number
Family or frequent customer can cause data inaccurate, and this is inaccurate to causing follow-up track to capture conclusion.
Specifically, in S2, dialing track or access to client are tracked, and enter self-assisted voice each time to client
The least significant end subservice seeked advice from or handled after system is recorded, also, least significant end subservice is inquired about only for this
Or for the route of consulting, if also including a variety of subordinate's subservices under this subservice, and client is only consulting or done
Manage to be returned to higher level herein or terminate and seek advice from, then this subservice is just as least significant end subservice.Specifically, than
Such as, client enters and system queries or handled after a business, in many cases client can return Previous Menu handled or
Other business are seeked advice from, thus complete documentation is each time into the most end terminal industry seeked advice from or handled after self-assisted voice system
Be engaged in
Further, in self-assisted voice system, the mode of client's input includes phonetic entry or interface is inputted, phonetic entry
When, the region that system can be according to where the telephone number of client selects different acoustic models, to adapt to the visitor of different regions
The different accent in family.
Further, S3 refers to 1 year nearly to client to the transaction track progress statistics of client or the transaction of half a year is carried out
Statistics a, client can correspond to multiple labels.
Further, after the interaction that client each time completes self-assisted voice system, all to the transaction track of client and mark
The result of label layering is updated.
After such scheme, the beneficial effects of the present invention are：The above method is realized based on self-assisted voice business pair
Client enters row label layering, beneficial to understanding customer information and its follow-up management；Some incoming call clients are new clients, some incoming call visitors
Family is frequent customer, if only judging whether the client is that new client or frequent customer can cause data not according to phone number
Accurately, this is to causing follow-up track crawl conclusion inaccurate, and in S1, client passes through basis after access self-assisted voice system
Telephone number and database are contrasted, inquire about this phone whether as client telephone number of opening an account, if not inquiring this number
Information of opening an account, then this number is marked, it is this to improve such case to a certain extent.
Embodiment
All features disclosed in this specification, can be with any in addition to mutually exclusive feature and/or step
Mode is combined.
The present invention is elaborated below.
A kind of method of the positioning layering customer information captured based on track, is comprised the following steps：
S1：After client's access self-assisted voice system, the information of client is obtained by the telephone number of client；Client includes individual
People client and corporate client, individual client's information include：Name, identification card number, the age, occupation, home background, address is opened an account
Time, client integrates, credit card information, the inherent attribute information such as average annual one's own profession consumption value；Corporate client information includes, record enterprise
The inherent attribute information such as the title of industry, time of opening an account, enterprises registration assets.Client passes through root after access self-assisted voice system
Contrasted according to telephone number and database, inquire about this phone whether as client telephone number of opening an account；If not inquiring this number
The information of opening an account of code, then this number is marked；If inquiring the information of opening an account of this number, this number is not marked, is represented
This number illustrates that this client is possible to pass through for new client either frequent customer not by the telephone number of opening an account as client
Another mobile terminal enquiry.Some incoming call clients are new clients, and some incoming call clients are frequent customers, if only according to cell-phone number
Code judges whether the client is that new client or frequent customer can cause data inaccurate, and this is tied to causing follow-up track to capture
By inaccurate.
S2：Record transaction track of the client in self-assisted voice system；Client is entered after self-assisted voice system each time
The least significant end subservice seeked advice from or handled is recorded, also, least significant end subservice is only for this inquiry or seeks advice from
Route for, if under this subservice also include a variety of subordinate's subservices, and client be only consulting or handle this
Place is returned to higher level or terminates consulting, then this subservice is just as least significant end subservice.Specifically, such as, client
Into system queries or handle after a business, client, which can return to Previous Menu and enter guild, in many cases handles or seek advice from it
His business, thus complete documentation record is each time into the least significant end subservice seeked advice from or handled after self-assisted voice system.
In whole process, the mode of client's input includes phonetic entry or interface is inputted, and during phonetic entry, system can be according to client
Region where telephone number selects different acoustic models, with the different accent of the client for adapting to different regions.
S3：The transaction track of client is counted, tag definition is carried out to client；The transaction track of client is united
Meter refers to that the transaction of 1 year nearly to client or half a year are counted, and a client can correspond to multiple labels.
S4：Layering, and the result data-in that will mark layering client are marked according to the tag definition to client
In storehouse, client is completed after the interaction of self-assisted voice system each time, and all the result that the transaction track of client and label are layered is entered
Row updates.
The present invention is not limited to above-mentioned specific embodiment, it will be appreciated that one of ordinary skill in the art is without creative
Work just can make many modifications and variations according to the design of the present invention.In a word, all technical staff in the art are according to this
The design of invention passes through the available technical side of logical analysis, reasoning, or a limited experiment on the basis of existing technology
Case, all should be in the protection domain being defined in the patent claims.
Claims (6)
1. a kind of method of the positioning layering customer information captured based on track, it is characterised in that comprise the following steps：
S1：After client's access self-assisted voice system, the information of client is obtained by the telephone number of client；
S2：Record transaction track of the client in self-assisted voice system；
S3：The transaction track of client is counted, tag definition is carried out to client；
S4：Layering client is marked according to the tag definition to client, and by the result data-in storehouse for marking layering.
2. a kind of method of positioning layering customer information captured based on track according to claim 1, it is characterised in that
In S1, client is after access self-assisted voice system, by being contrasted according to telephone number and database, inquire about this phone whether conduct
The telephone number of opening an account of client；If not inquiring the information of opening an account of this number, this number is marked；If inquiring this
The information of opening an account of number, then do not mark this number, represents that this number, not by the telephone number of opening an account as client, illustrates this
Client is possible to pass through another mobile terminal enquiry for new client either frequent customer.
3. a kind of method of positioning layering customer information captured based on track according to claim 1, it is characterised in that
In S2, dialing track to client or access is tracked, client is entered each time after self-assisted voice system consulting or
The least significant end subservice handled is recorded, also, least significant end subservice is only for this inquiry or the route seeked advice from
Speech, if also including a variety of subordinate's subservices under this subservice, and client is only to seek advice from or handle to be returned to herein
Higher level terminates consulting, then this subservice is just as least significant end subservice.
4. a kind of method of positioning layering customer information captured based on track according to claim 1, it is characterised in that
In self-assisted voice system, the mode of client's input includes phonetic entry or interface is inputted, and during phonetic entry, system can be according to client
Telephone number where region select different acoustic models, with the different accent of the client for adapting to different regions.
5. a kind of method of positioning layering customer information captured based on track according to claim 1, it is characterised in that
S3 carries out statistics to the transaction track of client and refers to that the transaction of 1 year nearly to client or half a year are counted, and client can be with
The multiple labels of correspondence.
6. a kind of method of positioning layering customer information captured based on track according to claim 1, it is characterised in that
In S3, after the interaction that client each time completes self-assisted voice system, all to the transaction track of client and the result of label layering
It is updated.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710355228.6A CN107317835A (en) | 2017-05-19 | 2017-05-19 | A kind of method of the positioning layering customer information captured based on track |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710355228.6A CN107317835A (en) | 2017-05-19 | 2017-05-19 | A kind of method of the positioning layering customer information captured based on track |
Publications (1)
| Publication Number | Publication Date |
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| CN107317835A true CN107317835A (en) | 2017-11-03 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN201710355228.6A Pending CN107317835A (en) | 2017-05-19 | 2017-05-19 | A kind of method of the positioning layering customer information captured based on track |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116437008A (en) * | 2023-04-21 | 2023-07-14 | 中国建设银行股份有限公司 | User call processing method, device, equipment and medium |
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| US20040121814A1 (en) * | 2002-12-20 | 2004-06-24 | International Business Machines Corporation | Navigation of interactive voice response application using a wireless communications device graphical user interface |
| CN101170601A (en) * | 2006-10-24 | 2008-04-30 | 国际商业机器公司 | Method and device for communication between user device and IVR system |
| CN102546987A (en) * | 2012-01-12 | 2012-07-04 | 江苏电力信息技术有限公司 | Method for realizing rapid identification of electricity customer information |
| CN104866531A (en) * | 2015-04-27 | 2015-08-26 | 交通银行股份有限公司 | Method and system for quickly accessing information data of clients of banks |
| CN105229687A (en) * | 2013-03-15 | 2016-01-06 | 格林伊登美国控股有限责任公司 | For the intelligent active agency of call center |
-
2017
- 2017-05-19 CN CN201710355228.6A patent/CN107317835A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20040121814A1 (en) * | 2002-12-20 | 2004-06-24 | International Business Machines Corporation | Navigation of interactive voice response application using a wireless communications device graphical user interface |
| CN101170601A (en) * | 2006-10-24 | 2008-04-30 | 国际商业机器公司 | Method and device for communication between user device and IVR system |
| CN102546987A (en) * | 2012-01-12 | 2012-07-04 | 江苏电力信息技术有限公司 | Method for realizing rapid identification of electricity customer information |
| CN105229687A (en) * | 2013-03-15 | 2016-01-06 | 格林伊登美国控股有限责任公司 | For the intelligent active agency of call center |
| CN104866531A (en) * | 2015-04-27 | 2015-08-26 | 交通银行股份有限公司 | Method and system for quickly accessing information data of clients of banks |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116437008A (en) * | 2023-04-21 | 2023-07-14 | 中国建设银行股份有限公司 | User call processing method, device, equipment and medium |
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Application publication date: 20171103 |
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