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Method and device for customer service return visit

A technology for customer service and return visit message, applied in the computer field, it can solve the problems of wasting manpower and inability to have a good user experience, and achieve the effect of a good experience

Active Publication Date: 2017-07-21
TENCENT CLOUD COMPUTING BEIJING CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] In order to solve the problem of wasting manpower and failing to give users a good experience in the process of customer return visits in the prior art, the embodiment of the present invention provides a customer service return visit method and device

Method used

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  • Method and device for customer service return visit
  • Method and device for customer service return visit
  • Method and device for customer service return visit

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0055] see figure 1 , this embodiment provides a method for customer service return visits, the method comprising:

[0056] Step 101: sending a return message to the user;

[0057] Step 102: Receive feedback information from users on return visit messages;

[0058] Step 103: Extract key information from the feedback information, and record the key information;

[0059] Through the embodiments of the present invention, customer service return visits can be performed without manpower consumption, and a user-friendly and good experience can be given.

Embodiment 2

[0061] The second embodiment of the present invention proposes a method of customer service return visit, which is improved on the basis of the first embodiment, and its process is as follows figure 2 shown, including:

[0062] Step 201: Send a return message to the user;

[0063] It should be noted that, in this embodiment, the return visit message is sent to the user by the customer service return visit robot through the IM server, and the entire customer service return visit process is completed by the IM server, the customer service return visit robot, the return visit database, the non-return visit database, and the user. For details, see image 3 :

[0064] in,

[0065]IM server: an instant message server, used to provide users with instant message services;

[0066] Customer service return visit robot: used to complete customer service return visits. Preferably, the customer service return visit robot is an IM robot, and the IM server provides one or more IM account...

Embodiment 3

[0141] see Figure 4 , the embodiment of the present invention provides a customer service return visit device, the device includes:

[0142] Sending module 301, for sending a return visit message to the user;

[0143] A receiving module 302, configured to receive user feedback on return visit messages;

[0144] The recording module 303 is configured to extract key information in the feedback information and record the key information.

[0145] Among them, such as Figure 5 As shown, the receiving module 302 specifically includes:

[0146] A word segmentation unit 3021, configured to perform word segmentation processing on the feedback information to obtain a word segmentation processing result;

[0147] The extraction unit 3022 is used to compare the word segmentation processing result obtained by the word segmentation unit 3021 with the key words in the preset key word library, if there is the same word in the word segmentation processing result as in the preset key word...

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Abstract

The invention discloses a method and device for customer service return visits, which belong to the field of computers. The method includes a customer service return visit robot sending a return visit message to a user, receiving feedback information from the user on the return visit message, and extracting key points in the feedback information. information, and record the key information. Through the method and device provided by the present invention, customer service return visits can be performed without manpower consumption, and user-friendly and good experience can be given.

Description

technical field [0001] The invention relates to the field of computers, in particular to a customer service return visit method and device. Background technique [0002] Return visit is a user-oriented service form that the customer service system actively visits users in order to ensure the service quality of front-line employees. Through the return visit, users can get feedback on the services provided by the service provider, so as to improve the service and improve the service level. [0003] At the current stage, there are many ways to conduct return visits, including telephone calls, face-to-face return visit opinion surveys, or asking users to fill in feedback opinions in the form of prize-winning quizzes. [0004] But the inventor finds that the existing customer service return visit method has at least the following problems: [0005] The existing customer service return visit methods are either labor-intensive, inefficient or relatively blunt, and cannot satisfy ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06Q30/02G06F17/30
Inventor 刘致远
Owner TENCENT CLOUD COMPUTING BEIJING CO LTD