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Evolution of customer service hotline of dewu
2022-07-07 13:44:00 【InfoQ】
One 、 Business background
- Solve user problems during calls , Help users query orders , Create work orders for user consultation for tracking ;
- Divert some consulting pressure for online customer service , Meet some scenarios that prefer telephone users to solve urgent and complex problems , Enhance user experience .
Two 、 Hotline function point
- Internal call :User pass 400 Call in to consult customer service , Increase user consultation channels , reduce IM Customer service reception pressure , Improve service quality ;
- state :Customer service can switch states on the hotline workbench , for example : Free 、 Be busy 、 Xiao Xiu 、 Meetings, etc ; The default state is idle , Idle access phone , Other states will not access the phone ;
- Operation console :Show the recent history of the current reception 10 Make a call , If any call record is deleted, it will be supplemented ;
- answer the phone :The front end obtains the ring event and data , Bring the incoming call information to the customer service console , Get basic user information here , Verify user identity , Query related orders , Work order management , Jump to work order details . The contents of the call record include : cell-phone number 、 Call time ( Connection time )、 Place of ownership ( Provinces )、 Add notes 、 Skill group 、 Key track 、 Delete call log ;
- Phone strip action :The main purpose of the phone strip is to let the customer service take the initiative to initiate some actions during the call .
- Sit outside call :Use the client phone software to make outgoing calls , The main scene is second-line customer service , When processing work orders , In order to communicate with customers timely and effectively , Agents contact customers through outbound calls .
3、 ... and 、 The history of the development of the get things hotline
1. Requirements derived from work orders
1.1 background
1.2 Technical realization
- Be responsible for listening to the ringing events sent by the server ;
- Monitor the phone strip action initiated by customer service , Such as pop-up transfer of incoming calls ;
- Send a request to the server by polling , Update customer service status in time , For example, whether it is offline , Is there any data change of the current seat , Obtain transfer group data, etc , As shown in the screenshot , The front end will save these data .
- The incoming call will first be sent through Heli server , call SDK Medium _softphonebar_evtRing Method ;
- Registered globally hollyglobal.ringEvent, Send out ringEvent Events and data ;
- Event monitoring in the code , stay handleRingEvent Method to execute business logic , Processing data ;
- The operation of other telephone strips is the same .
2. The birth of auxiliary modules
2.1 background
2.2 Technical realization
- iframe shortcoming: The hotline has more than one work order , Every time you open it, you load another complete project , Customer service should constantly switch between different calls , The whole experience was very catchy , The performance is very poor ;
- Advantages of module Federation: From project dimension reduction to component , Don't load others' entire project , Just use the components in other projects as usual components in your own projects , Just focus on this component , Open the box .
3. And App The financial side has completed docking
3.1 background
- Add the function of consignment order query , Meet the consignment order query scenario , There is no need for a single consignment order query system ;
- Increase Jiawu loan : Customer service helps the caller inquire or inquire about the cash withdrawal ability within the installment , Answer the opening of standby loans and other related matters .
3.2 Technical realization
4. Voice link upgrade -ivr Nuclear body
4.1 background
- Get things hot line pull 2021 year 10 Month to date data , The proportion of non incoming mobile phone inquiries is 40%, The scenes requiring body verification account for% of the total incoming line 20% about ; The proportion is very high , And each phone check takes 30S about , Lengthen the average processing time to a certain extent , Impact on user experience ;
- The artificial core itself has an error rate .
4.2 The business process
- Customer service will check whether the incoming user is himself , Or whether it is not my personal verification , Condition to get user information , Order details , Service track and create work orders for users ;
- The whole process needs to record whether the current user is verified , The result of nuclear body will affect web Respond differently , Different identities show different data , The business scenario is shown in the figure below :
4.3 Technical challenges
- cache :The old hotline only needs to cache the query results , Customer service doesn't need to record too many operations , And in the past, the default user incoming number was the consulting number , There is only one case , Caching is relatively simple , But with the addition of nuclear body function , Users' information has become more , User's local incoming line or non local incoming line , Whether customer service checks the identity of users , How core body , Whether the nuclear body passes , These are data that need to be recorded , How to maintain and cache current data , Let the customer service switch the phone list on the left without losing the last operation , It has become a technical core ;
- Disadvantages of data linkage :Because a lot of code is bound to be used watch monitor , One of the most troublesome phenomena is that a data change is affected by several unrelated watch To the supervisor , So a lot of repetitive logic is executed , The part that greatly affects the performance mainly depends on the optimization of the code structure by the front end .
4.4 terms of settlement
- Cache solution :
- Put some components before state Data information , Migrate to store Storage , Take the incoming line list on the left , Every call is recorded as a call ID by key Of Object,value For the search result information and customer service operation information ;
- When switching lists , use watch Implement monitoring , The current page that is about to leave (old) Of state Information commit Into the store It can save ;
- For the target session of the cut (new), Just take it store Value stored inside , The value here also comes from the latest value saved during the last cut out , So it must be the latest . Here, you only need to save the latest results without saving every operation of customer service .
- The solution to excessive monitoring :
Four 、 Project effectiveness
5、 ... and 、 The future planning
- Together SDK upgrade :At this stage, the relevant functions of the phone depend on the third-party joint force interface , This also makes it difficult to guarantee the stability of the hotline , Many times, communication with Heli cannot be avoided , This will mainly promote the joint force in the early stage SDK Upgrade and specification of , Comb the core links , Supplement the logic , Summarize frequently asked questions , Achieve rapid positioning and solve problems , Later, we will gradually start to develop a set of telephone cores SDK For use ;
- IVR Core upgrade :Add self-service function , Advance some manual queries to IVR, Because you can see it IVR The appearance of the nuclear body , It has achieved the effect of reducing the duration of manual calls , To some extent, this shows that it is very necessary to put a large number of redundant manual operations on the voice part of the phone , Therefore, this part will continue , Pre loaded with more necessary self-service functions ;
- The workbench :In the short and medium term, we will add some query information that the agent will use in his homework ( For example, the user's personal information , Disclosure of order information and consignment information ), This part is mainly about the changes of the front page ;
- Configuration of rule class :The current hotline is still based on the fact that as long as it is idle, it will be assigned a phone , This part of preparation is consistent with online , I will make some queuing rules , Allocation rule configuration page , Let the hotline customer service also be able to reasonably arrange resources , Improve efficiency , Cost reduction .
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