The invention relates to an efficient intelligent customer service method and
system oriented to customer guidance in the field of electronic commerce. According to the invention, the efficiency and quality problems of an intelligent customer
service system in an e-commerce scene are solved; Index of
service quality and
service efficiency of consultation and response is reformulated, an integratedservice quality and
service efficiency assessment standard taking a
client as the center is defined, and a new mode and a new process of
robot service and man-
machine cooperation are provided. The first stage is pure
machine service; In the second stage,
machine service and manual monitoring are carried out; And the third stage is manual service, and meanwhile machine assistance is achieved. According to the invention, better consultation and response
service experience is provided for a
client, and man-machine switching is seamless and smooth; Emotion of the
client is paid attention to and protected, manual service can be switched into in time, and more intimate and comprehensive service is obtained. And the service level, including the
service quality and efficiency, can be quantified in real time, and can be fed back to the machine and the manual customer service in time to make corresponding adjustments.