Currently, a maturely-developed call center technology has been widely applied in various industries. Particularly, with the popularization of a telephone service mode based on the call center technology, not only service level and operation efficiency are greatly improved, but also demands of users for more convenient services are satisfied.
The telephone service mode usually includes a manual service and an automatic service. Architecture of a call center system and a basic process of the manual service may be generally described as follows. After a user dials a call center number (for example, China Mobile 10086 or China Post 11185), the call enters the call center system through routing of a communication network; generally, an Automatic Call Distribution (ACD) of the call center is responsible for call access and distribution, and notifies Computer Telephony Integration (CTI) of managing a call access procedure (for example, controlling the call to be accessed by performing functions such as queuing, routing, or connection); the CTI connects, according to a service requested by the call and a current condition of operators, the service with a corresponding operator, and provides the service for the user corresponding to the call through customer service application software.
In a basic process of the automatic service, after a call enters the call center system, the CTI and an Interactive Voice Response (IVR) control a service access procedure. The CTI divides different service contents or levels into different queues according to service capabilities and service scopes of agents and operators. The IVR is an important device for processing automatic calls in the call center system, and is capable of providing a voice play for the user, receiving key input selected by the user, and providing different services according to the key information.
The service of accessing the call center system may be processed according to many manners, for example, an intelligent service manner, where after the call of the user accesses the call center system, basic information of the user (for example, the level of the user or the account type of the user) is identified according to the number, and the relatively differentiated service is provided for the user according to the basic information. However, in the existing processing manner, the differentiated service is provided merely according to the static information of the user, which has certain limitations, and more refined services cannot be provided for the user.