Customer service system and customer service push method
A technology of information push and customer service system, applied in the field of communication, can solve the problems of poor user experience and low satisfaction, and achieve the effect of improving user experience and promoting the continuous growth of performance.
Active Publication Date: 2013-05-08
ZTE CORP
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[0009] The purpose of the present invention is to provide a customer service system and a customer service information push method, which can better solve the problems of poor user experience and low satisfaction caused by the limitations of traditional customer service systems
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[0044] The preferred embodiments of the present invention will be described in detail below with reference to the accompanying drawings. It should be understood that the preferred embodiments described below are only used to illustrate and explain the present invention, and are not used to limit the present invention.
[0045] The present invention needs to refine and integrate the SNS, IM, and Web2.0 information issued by users through SNS applications or instant messaging IM applications or Web2.0 applications that are actively initiated by users or automatically retrieved by the system, using word segmentation technology, semantic analysis, and proprietary protocols The unified encapsulation and other technologies extract or generate keywords or phrases about the information posted by users, and trigger the corresponding preset self-service and manual service business processes according to the keyword routing dictionary predefined by the customer service system to route the inf...
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The invention discloses a customer service system and a customer service push method and relates to the field of communicated customer service. The customer service push method includes the steps: obtaining user release information or service requirement information which is applied and released by a user via the Internet; conducting semantic analysis on information or service requirement information which is released by the user and extracting or producing a keyword or a key phrase; transmitting the information or service requirement information which is released by the user to a self-service business or a manual service business so as to push customer service information to users. The customer service system and the customer service push method can actively and passively provide technology of customer service information for users, mine potential demand of users, improve user experience and possess high practical value and commercial value.
Description
Technical field [0001] The present invention relates to customer service technology in the communication field, in particular to a customer service system based on social network SNS applications, Web2.0 applications, and instant messaging IM applications and a method for pushing customer service information. Background technique [0002] With the rise of SNS, the threshold for individuals to organize and publish information is further lowered, and the amount of information generated every day is increasing. And because of the barriers of various social networking sites and various IM access applications, the interconnection has not been realized, so how From this vast ocean of information, it is a difficult task to integrate information in a targeted manner and provide users with accurate and personalized customized services. [0003] Traditional customer service systems usually use traditional telephone networks or website services to respond to customer complaints, obstacle decl...
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IPC IPC(8): H04L29/08H04L29/06
CPCH04L67/26H04L29/08H04L67/55
Inventor 刘波彭宏陈天燕
Owner ZTE CORP