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Customer service method and device

A kind of customer service and customer service technology, applied in the Internet field, can solve problems such as insufficient answers, insufficient data models, and poor user experience, so as to improve the user experience, maintain consistent user perception, and improve service quality.

Active Publication Date: 2016-07-20
BEIJING BENYING NETWORK TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, due to the imperfection of the data model, the answers answered by the customer service are not accurate enough, and the user experience deteriorates.

Method used

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  • Customer service method and device

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Embodiment Construction

[0014] Embodiments of the present invention are described in detail below, examples of which are shown in the drawings, wherein the same or similar reference numerals designate the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary and are intended to explain the present invention and should not be construed as limiting the present invention.

[0015] The following describes the customer service method and device of the embodiments of the present invention with reference to the accompanying drawings.

[0016] figure 1 It is a flowchart of a customer service method according to an embodiment of the present invention.

[0017] Such as figure 1 As indicated, customer service methods may include:

[0018] S1. Receive a message input by a client with a first identity.

[0019] Among them, the first identity is virtual customer service. Specifically, the server may recei...

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Abstract

The invention discloses a customer service method and a device. The customer service method comprises following steps: receiving a message input by a client side using a first identity; analyzing the message to obtain user intentions corresponding to the message; performing semantic parsing to the message according to the user intentions and generating semantic parsing results; generating a first candidate reply corresponding to the semantic parsing results; sending a group message using a second identity so that a customer service side receives the group message. By means of the customer service method and device of embodiments of the invention, robot customer service and manual customer service respond to messages input by client sides in a group chat manner so that multiple customer services serve one customer simultaneously, and therefore the service efficiency and service quality are effectively increased; and users are faced with unified customer service identity so that user perception is kept consistent and therefore user experience is increased.

Description

technical field [0001] The invention relates to the technical field of the Internet, in particular to a customer service method and device. Background technique [0002] With the rapid development of science and technology, the application fields of intelligent customer service are becoming more and more extensive. At present, users can ask questions to the intelligent customer service, and the intelligent customer service analyzes the question, understands the user's intention, and then performs semantic analysis on the question, then obtains the corresponding candidate answers, sorts the candidate answers, and finally returns the optimal answer to the user. However, due to the incomplete data model, the answers answered by customer service are not accurate enough, and the user experience becomes poor. Contents of the invention [0003] The present invention aims to solve one of the technical problems in the related art at least to a certain extent. Therefore, an objec...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/58G10L15/22G10L15/26G06Q30/00
CPCG06Q30/01G10L15/22G10L15/26H04L51/02
Inventor 胡一川王建周张海雷李宏明刘振国汪冠春
Owner BEIJING BENYING NETWORK TECH CO LTD
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