Customer service system and service method and robot customer service thereof

Abstract

The invention discloses a customer service system and a service method and a robot customer service thereof; the service method of the customer service system comprises the following steps: when the robot customer service receives a session message from a customer client-side, detecting whether the robot customer service is in a session answering state; when the robot customer service detects that the robot customer service is in the session answering state, performing transmission operation of the session message between the customer client-side and a customer service client-side; when the robot customer service detects that the robot customer service is not in the session answering state, handling the session message by the robot customer service; and in independent handling process, when the preset session answering conditions are met, performing the process of switching the robot customer service to the session answering state. According to above scheme, the cooperative work between a manual customer service and the robot customer service can be realized, the effectiveness of the service of the customer service system can be strengthened, and the user experience of a customer is improved.

Description

technical field [0001] The invention relates to the technical field of instant messaging, in particular to a customer service system, a service method thereof, and a robot customer service. Background technique [0002] With the rapid development of the Internet and the improvement of people's service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] The current customer service system usually consists of machine customer service and human customer service. Machine customer service is usually a web-based instant messaging tool, and human customer service is usually an instant messaging tool embedded in a web page. Each human customer service client has a manual maintain. In the process of customer service, when a conversation message from a customer is received, the machine customer service is first served. When customers think that the machine customer service cannot solve their pro...

AI Technical Summary

Problems solved by technology

However, in the actual application process, the customer service robot identifies the content of the conversation message input by the customer, searches the stored resource database for data that matches the content of the conversation message, and sends the matched data to the user client for further processing. Response, for the same question, it is usually repeated mechanically, which is easy to irritate customers and affect customer experience

However, manual customer service cannot always be online, and usually has to deal with multiple customers at the same time, so there are cases where they cannot reply in time

Therefore, the current customer service system is difficult to effectively meet the customer's service needs, affecting the customer's user experience

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