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Sales stage identification method and device based on client problems

A problem identification, customer technology, applied in customer communication, marketing, instruments, etc., can solve problems such as strong dependence and strong dependence on order information

Inactive Publication Date: 2016-05-18
CHENGDU XIAODUO TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] In view of this, the object of the present invention is to provide a method and device for identifying the sales stage based on customer questions, so as to improve the prior art that the method for identifying the sales stage is strongly dependent on the order information and strongly depends on the association between the dialogue content and the specific order. question

Method used

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  • Sales stage identification method and device based on client problems
  • Sales stage identification method and device based on client problems
  • Sales stage identification method and device based on client problems

Examples

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no. 1 example

[0028] image 3 A flow chart of the method for identifying sales stages based on customer problems provided by the first embodiment of the present invention is shown. see image 3 , the method for identifying sales stages based on customer problems provided by the first embodiment may include:

[0029] Step S11, in response to currently receiving the first client question, obtain each second client question before the first client question and the last session before the current session in the current session to which the first client question belongs The third customer question in , wherein, the first customer question, each of the second customer question and the third customer question are bound to the current customer account, and the third customer question is the above The last customer question in a session, and the time interval between the current session and the previous session is greater than a preset time threshold.

[0030] The buyer / customer can send the firs...

no. 2 example

[0051] The second embodiment of the present invention provides an apparatus for identifying sales stages based on customer problems. Figure 5 A schematic structural diagram of an apparatus for identifying sales stages based on customer problems provided by the second embodiment of the present invention is shown in . see Figure 5 , the apparatus 400 for identifying sales stages based on customer problems provided in the second embodiment may include:

[0052] An obtaining module 410, configured to, in response to currently receiving the first client question, obtain each second client question before the first client question in the current session to which the first client question belongs and each second client question before the current session. The third customer question in the previous session, wherein, the first customer question, each of the second customer question and the third customer question are bound to the current customer account, and the third customer que...

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Abstract

The embodiment of the invention provides a sales stage identification method and device based on client problems. The method comprises: responding to a currently received first client problem, obtaining each second client problem before a first client problem in a current session which the first client problem belongs to, and a third client problem in last session before the current session, wherein first, second and third client problems are all bound to a current client account number, the third client problem is last client problem in the last session, and the time interval between the current session and the last session is greater than a preset time threshold; extracting a first characteristic, a second characteristic and a third characteristic respectively associated with the first client, the second client and the third client, and forming a first characteristic vector associated with the first client problem according to the first, second and third characteristic; and identifying the sales stage corresponding to the first client problem according to the first characteristic vector by utilizing a sales stage classification model.

Description

technical field [0001] The invention relates to the field of computer internet, in particular to a method and device for identifying sales stages based on customer problems. Background technique [0002] In an e-commerce customer service system, it is usually necessary to know what stage the current session is in, for the following four reasons. First, large e-commerce companies usually divide the pre-sales and after-sales tasks of customer service personnel, so that customer service personnel can focus more on a certain type of problem to improve efficiency, and use the sales stage identification method to automatically distribute work orders. Second, for some e-commerce companies, pre-sales conversations usually mean conversions, while after-sales conversations mean costs. Enterprises are more willing to invest more customer service resources in pre-sales issues (such as hiring more professional pre-sales customer service, using Robot chat tool assists in after-sales ques...

Claims

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Application Information

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IPC IPC(8): G06Q30/00G06Q30/02G06F17/30
CPCG06Q30/00G06F16/3329G06Q30/0281
Inventor 赵学敏江岭
Owner CHENGDU XIAODUO TECH CO LTD
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