Robot customer service, and customer service method and intelligent customer service system thereof

Abstract

The invention relates to a robot customer service, and a customer service method and an intelligent customer service system thereof. The method comprises the following steps: identifying the content of a session message while receiving the session message from a customer client side; determining whether the session message can be autonomously processed or not according to the content of the session message; in the event of determining that the session message can be autonomously processed, extracting a response message matched with the content of the session message from a stored service resource, and sending the response message to the customer client side; in the event of determining that the session message cannot be autonomously processed or cannot be identified, setting the state itself in a subsequent session service of the customer client side to a session suspension state; and extracting a soothing response message matched with the content of the session message, sending the soothing response message to the customer client side, and sending the session message, which cannot be autonomously processed or cannot be identified, to the customer client side. By adopting the robot customer service method, the customer service effectiveness can be improved; and the user experience is improved.

Description

technical field [0001] The invention relates to the technical field of instant messaging, in particular to a robot customer service, a customer service method, and an intelligent customer service system. 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 s...

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, usually repeat the answer 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 customer service needs, affecting user experience

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