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1. (WO2019041825) METHOD, APPARATUS AND DEVICE FOR PROVIDING SERVICE BY AGENT, AND COMPUTER-READABLE STORAGE MEDIUM
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Pub. No.: WO/2019/041825 International Application No.: PCT/CN2018/083148
Publication Date: 07.03.2019 International Filing Date: 16.04.2018
IPC:
H04M 3/51 (2006.01) ,H04M 3/523 (2006.01)
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
50
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51
Centralised call answering arrangements requiring operator intervention
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
50
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51
Centralised call answering arrangements requiring operator intervention
523
with call distribution or queuing
Applicants:
平安科技(深圳)有限公司 PING AN TECHNOLOGY (SHENZHEN) CO., LTD. [CN/CN]; 中国广东省深圳市 福田区八卦岭八卦三路平安大厦六楼 6F, Ping An Building, Bagua 3rd Road, Bagualing, Futian District Shenzhen, Guangdong 518000, CN
Inventors:
史大毛 SHI, Damao; CN
Agent:
深圳市精英专利事务所 SHENZHEN TALENT PATENT SERVICE; 中国广东省深圳市 福田区深南中路6009号绿景广场B栋20层B B,20/F, Building B Lvjing Square, 6009 Shennan Middle Road, Futian District Shenzhen, Guangdong 518000, CN
Priority Data:
201710762590.530.08.2017CN
Title (EN) METHOD, APPARATUS AND DEVICE FOR PROVIDING SERVICE BY AGENT, AND COMPUTER-READABLE STORAGE MEDIUM
(FR) PROCÉDÉ, APPAREIL ET DISPOSITIF PERMETTANT DE FOURNIR UN SERVICE PAR AGENT, ET SUPPORT DE STOCKAGE LISIBLE PAR ORDINATEUR
(ZH) 坐席提供服务的方法、装置、设备及计算机可读存储介质
Abstract:
(EN) Provided are a method, apparatus and device for providing a service by an agent, and a computer-readable storage medium. The method comprises: acquiring a demand of a customer, wherein the demand comprises identification information about the customer; acquiring a service request of the customer, wherein the service request is used for requesting a service of an agent; determining, according to the identification information about the customer, whether there is a first agent that has provided a service for the customer; if so, determining whether the first agent is online; if the first agent is online, transiting the customer to the first agent so as to enable the first agent to provide a service for the customer; and if the first agent is not online, deploying a second agent corresponding to the demand of the customer so as to enable the second agent to provide a service for the customer.
(FR) L'invention concerne un procédé, appareil et dispositif permettant de fournir un service par agent, et un support de stockage lisible par ordinateur. Le procédé consiste à : acquérir une demande d'un client, la demande comprenant des informations d'identification concernant le client; acquérir une demande de service du client, la demande de service étant utilisée pour demander un service d'un agent; déterminer, en fonction des informations d'identification concernant le client, s'il existe un premier agent qui a fourni un service pour le client; si tel est le cas, à déterminer si le premier agent est en ligne; si le premier agent est en ligne, à faire transiter le client vers le premier agent de façon à permettre au premier agent de fournir un service pour le client; et si le premier agent n'est pas en ligne, déployer un second agent correspondant à la demande du client de façon à permettre au second agent de fournir un service pour le client.
(ZH) 本申请实施例提供一种坐席提供服务的方法、装置、设备及计算机可读存储介质。所述方法包括:获取客户的需求,所述需求中包括客户的标识信息;获取客户的服务请求,所述服务请求用于请求坐席的服务;根据客户的标识信息判断是否有第一坐席为所述客户提供过服务;若有,判断所述第一坐席是否在线;若所述第一坐席在线,为所述客户转接所述第一坐席以让所述第一坐席为所述客户提供服务;若所述第一坐席不在线,调配与所述客户的需求相对应的第二坐席以让所述第二坐席为所述客户提供服务。
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Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JO, JP, KE, KG, KH, KN, KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (EPO) (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG)
Publication Language: Chinese (ZH)
Filing Language: Chinese (ZH)