Method, device and system for realizing intelligent customer service

A technology of intelligent customer service and indexing, applied in the computer field, can solve the problem of low efficiency of consultation and feedback

Inactive Publication Date: 2017-01-18
LANGCHAO ELECTRONIC INFORMATION IND CO LTD
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  • Summary
  • Abstract
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  • Claims
  • Application Information

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Problems solved by technology

[0003] At present, the process of customer service answering is mainly through manual service, that is, more customer service personnel need to be deployed to meet the needs of consumers for consultation, and when there are many consultation questions, each customer service personnel can only answer one consultation at a time, so some Consumers need to wait for a long time to get consultation feedback, resulting in low efficiency of consultation feedback

Method used

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  • Method, device and system for realizing intelligent customer service
  • Method, device and system for realizing intelligent customer service
  • Method, device and system for realizing intelligent customer service

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Embodiment Construction

[0054] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative work belong to the protection of the present invention. scope.

[0055] Such as figure 1 As shown, the embodiment of the present invention provides a method for realizing intelligent customer service, and the method may include the following steps:

[0056] Step 101: Build an information library, the information library includes: various feedback information, and construct corresponding indexes for the various feedb...

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Abstract

The invention provides a method, a device and a system for realizing intelligent customer service. The method is characterized in that an information base including various feedback information is built, and a corresponding index is built for the various feedback information; the method comprises the following steps: receiving an asking question transmitted by an external terminal; carrying out word segmentation on the asking question and generating at least one participle phrase; matching the at least one participle phrase with the index and determining a target index; transmitting target feedback information corresponding to the target index to the external terminal. With the adoption of the scheme provided by the invention, the efficiency of advisory feedback can be effectively improved.

Description

technical field [0001] The present invention relates to the field of computer technology, in particular to a method, device and system for realizing intelligent customer service. Background technique [0002] With the emergence of various e-commerce platforms, online shopping has become a part of people's daily life. In the process of online shopping, consumers always have various questions to consult, and they need customer service to answer these questions. to answer. [0003] At present, the process of customer service answering is mainly through manual service, that is, more customer service personnel need to be deployed to meet the needs of consumers for consultation, and when there are many consultation questions, each customer service personnel can only answer one consultation at a time, so some Consumers need to wait for a long time to get the consultation feedback, resulting in low efficiency of consultation feedback. Contents of the invention [0004] Embodimen...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30
CPCG06F16/3329G06F16/3334
Inventor 付大强
Owner LANGCHAO ELECTRONIC INFORMATION IND CO LTD
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