| 摘要 |
The invention relates to a customer service division method. The method comprises the steps of a) receiving consulting information of customers; b) determining the service type of the consulting information; c) recognizing one or a plurality of customer service groups responsible for the service type; d) matching the consulting information with customer customizing items of each of the one or the plurality of customer service groups, wherein each customer service group is provided with one or a plurality of customer customizing items, and each customer customizing item includes one or a plurality of rule items; e) determining at least one customer service group, wherein the consulting information meets the property of all rule items in some customer customizing item of each of the at least one customer service group; f) selecting one customer service group from the determined at least one customer service group to provide consulting service to the customers. The invention further relates to a customer service division system. With the adoption of the method and the system, the customized and fine customer service group division is achieved, and thus the customer experience can be increased. |
