Automatic customer service system for e-commerce

A customer service system and e-commerce technology, applied in transmission systems, commerce, electrical components, etc., can solve problems such as time-consuming use and troublesome operation of online customer service, and achieve the effect of reducing typing time and shortening consultation time

Inactive Publication Date: 2016-11-16
四川易想电子商务有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to provide an e-commerce automatic customer service system, which can solve the problems of troublesome operation and time-consuming use of existing online customer service

Method used

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  • Automatic customer service system for e-commerce

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Embodiment Construction

[0017] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0018] Such as figure 1 As shown, the electronic commerce automatic customer service system provided by the present invention comprises:

[0019] The instruction receiving module is used to receive the instruction of using the online customer service system issued by the user;

[0020] The user information extraction module is used to read the identification number in the user cookie;

[0021] History module for storing access data and behavior track data co...

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Abstract

The invention provides an automatic customer service system for e-commerce. The system comprises an instruction receiving module used for receiving an instruction for using an on-line customer service system from a user, a user information extraction module used for reading an identification number in cookie of the user, a history record module used for storing access data and behavior trace data which are corresponding to the identification number, a question prediction module used for extracting keywords in the access data and the behavior trace data of the identification number and predicting questions which are possibly asked, an answer push module used for pushing related answers to the user according to the questions predicted by the questioning prediction module, a user classification module used for classifying the users into registered customers and new customers according to the history record module, and a customer service distribution module used for preferentially distributing the last customer service for serving the registered customers to the registered customer. After the user initiates the instruction for using the on-line customer service system, the system pushes the answers for the questions which are possibly asked to the user, so that the time for the user to typewrite is reduced and the operation is convenient.

Description

technical field [0001] The invention relates to the technical field of electronic commerce, in particular to an automatic customer service system for electronic commerce. Background technique [0002] After several years of development, the online customer service system has become an indispensable tool for website customer service and auxiliary website sales. Online customer service system is a general term for a web version of instant messaging software, which realizes seamless integration with the website and provides a platform for the website to communicate with visitors. Website visitors can have conversations through web pages without installing any software. At present, each operator provides self-service services such as activation and inquiry, and users' self-service forms in online halls have become a trend. For self-service, the online hall provides the function of "online customer service". When users encounter unclear places, they can use this service to seek...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/08G06Q30/00G06Q30/06
CPCH04L67/02G06Q30/016G06Q30/0601
Inventor 丛艺
Owner 四川易想电子商务有限公司
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