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Online customer service response system and method

A response system, customer service technology, applied in the Internet field

Active Publication Date: 2016-07-27
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is the defect of which customer service is often selected by the user in the prior art, and an online customer service response system and method are provided

Method used

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  • Online customer service response system and method
  • Online customer service response system and method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0071] An online customer service response system, such as figure 1 As shown, it includes: an answering server 101 , an answering robot 102 and an interface for accessing the answering robot 102 , a chat server 103 and at least one human customer service end 104 .

[0072] The answering server 101 is used to provide a chat window, and call the interface to access the answering robot 102 .

[0073] The answering robot 102 is used to judge whether it knows the answer to the input content in the chat window, and if it knows, it will reply the content, and if it does not know, it will feed back the first information to the answering server 101 . The first information is used to indicate that the answering robot 102 does not know the answer entered in the chat window. Whether the answering robot 102 knows the answer to the content input in the chat window and how to know the answer to the content input in the chat window are implemented using existing technologies, which will not ...

Embodiment 2

[0117] The online customer service answering system of this embodiment is basically the same as the online customer service answering system of Embodiment 1, the difference is that the chat server of the online customer service answering system of this embodiment does not include a first allocation unit, but also includes a sorting unit and Second distribution unit.

[0118] The sorting unit is used to sort the found manual customer service according to the order of priority from high to low or from low to high, and for the manual customer service with the same priority according to the number of users being received from more to less or from less to more Sort in the order of , for the manual customer service with the same number of users being received, they are sorted in the order of idle time from short to long or from long to short.

[0119] The first judging unit is used to judge whether there is a human customer service that has established a connection with the response...

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Abstract

The invention discloses an online customer service response system and method. The system comprises a response server, a response robot, an interface for accessing to the response robot, a chat server and at least one artificial customer service side, wherein the response server is used for providing a chat window and calling the interface to access to the response robot; the response robot is used for judging whether an answer of content input in the chat window is known or not, responding the content if the judging result is positive and feeding first information back to the response server if the judging result is negative; the response server is further used for sending request information for requesting an artificial customer service to the chat server when receiving the first information; the chat server is used for acquiring the request information and distributing artificial customer service for the response server; the artificial customer service side of the distributed artificial customer service establishes connection with the response server through the chat server and responds the content input in the chat window. The system and method disclosed in the invention can be used for covering the shortage of selecting customer services by users in the prior art, and automatically turning to artificial customer service when the response robot cannot work so as to offering consultation services for the users by artificial customer services.

Description

technical field [0001] The invention relates to the Internet field, in particular to an online customer service response system and method. Background technique [0002] With the development of the Internet and e-commerce, many e-commerce companies or websites will provide online customer service to answer users' doubts. Most of the current online customer service response systems provide response services by self-service, robot service or manual customer service; the self-service is usually pre-set by the website with some questions and corresponding answers, and the user chooses from the questions to know questions, and then the website feeds back the corresponding answers; the robot service is usually a chat dialogue between the robot and the user, extracting key information from the user's question, and feeding back the corresponding answer through internal analysis. Compared with the self-service The advantage is that the robot can make simple semantic judgments, the q...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06Q30/02
CPCG06F16/3329G06Q30/0281
Inventor 葛高峰
Owner SHANGHAI CTRIP COMMERCE CO LTD
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