Intelligent customer service processing method and system

A technology of intelligent customer service and processing methods, which is applied in the field of network communication, can solve problems such as time-consuming inquiries, low efficiency, troubles, etc., and achieve the effect of increasing user experience

Inactive Publication Date: 2013-09-18
SUZHOU CODYY NETWORK SCI & TECH
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, this method is cumbersome and affects user experience
In addition, for the customer service personnel, they do not know the questions that the user wants to ask before they connect to the user's phone.
However, the efficiency of the above methods is low, and when the customer service consultation volume is large, it is easy to cause business bottlenecks

Method used

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  • Intelligent customer service processing method and system
  • Intelligent customer service processing method and system
  • Intelligent customer service processing method and system

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Embodiment Construction

[0010] Hereinafter, the present invention will be described in detail with reference to the drawings and examples. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other.

[0011] figure 1 Shown is a flow chart of the processing method of the intelligent customer service provided according to the preferred embodiment of the present invention. like figure 1 As shown, the processing method of the intelligent customer service provided by the preferred embodiment of the present invention includes steps 101-103.

[0012] In step 101, the user logs into the information processor through the client, and the information processor determines whether the user has asked questions.

[0013] In step 102, if the user asks a question for the first time, the information processor sends the information of the group to which the user belongs to the calculator, and sends the stored dat...

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PUM

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Abstract

The invention provides an intelligent customer service processing method and system. The method comprises the following steps: logging in an information processor by a user through a client and judging if the user asks a question by the information processor; and if the user asks the question for the first time, sending information of a group to which the user belongs to a calculator and sending a stored data table to the calculator and a comparator by the information processor, calculating an average question depth of the group according to the group to which the user belongs and sending the obtained average question depth to the comparator by the calculator, comparing if a ratio of first questioning frequency of each question corresponding to the average question depth to total questioning frequency of corresponding all questions is more than a preset value, selecting a question with the characteristics that the question depth is the average question depth and the ratio is more than the preset value from the data table, and sending a sequence number of the question to the information processor by the comparator, and pushing the corresponding question to the user by the information processor.

Description

technical field [0001] The invention belongs to the field of network communication, and in particular relates to a processing method and system for intelligent customer service. Background technique [0002] In the traditional customer service system, users need to know the customer service phone number, and only after making a correct call can they consult the information they want. However, this method is cumbersome and affects user experience. In addition, for the customer service personnel, the customer service personnel do not know the questions that the user wants to ask before connecting to the user's phone. After knowing the user's question, they need to spend time inquiring about the content of the answer before replying to the user. However, the efficiency of the above method is low, and when the customer service consultation volume is large, it is easy to cause a business bottleneck. Contents of the invention [0003] The present invention provides a processin...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30
Inventor 胡加明刘晓东
Owner SUZHOU CODYY NETWORK SCI & TECH
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