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Multi-terminal intelligent customer service solution method

An intelligent customer service and solution technology, applied in the field of multi-terminal intelligent customer service solutions, can solve problems such as consuming customer service daily working hours and increasing users' waiting time in line, so as to reduce queuing consultation time, improve work efficiency, and reduce repetitive labor the effect of time

Inactive Publication Date: 2017-09-12
WUHU HENGTIAN YIKAI SOFTWARE TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

According to statistics, there are 80% of repeated questions in the daily work of customer service receiving users. These repeated questions will consume a lot of daily working time of customer service and will also increase the time for users to wait in line

Method used

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Examples

Experimental program
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Effect test

Embodiment 1

[0034] A multi-terminal intelligent customer service solution, comprising the following steps,

[0035] 1), first, the customer enters the customer terminal consultation page;

[0036] 2), the system automatically displays common problems, the user confirms, if the user problem has been solved, the user confirms and scores the satisfaction;

[0037] 3) If the problem is not resolved, the user can submit the problem through voice and text;

[0038] 4), extract keywords through voice conversion technology;

[0039] 5) Match the keyword information through the intelligent customer service problem processing center, and if the match is successful, send the problem solution;

[0040] 6) If the matching is unsuccessful, transfer to the customer service system for processing;

[0041] 7) The customer service system obtains user information and problem content, manually solves the problem, and generates an order record;

[0042] 8) Generate a list of unresolved problems, set keywo...

Embodiment 2

[0046] Such as figure 2 As shown, a multi-terminal intelligent customer service solution is characterized in that: comprising the following steps,

[0047] 1), first, the customer enters the customer terminal consultation page;

[0048] 2), the system automatically displays common problems, the user confirms, if the user problem has been solved, the user confirms and scores the satisfaction;

[0049] 3) If the problem is not resolved, the user can submit the problem through voice and text;

[0050] 4), extract keywords through voice conversion technology;

[0051] 5) Match the keyword information through the intelligent customer service problem processing center, and if the match is successful, send the problem solution;

[0052] 6) If the matching is unsuccessful, transfer to the customer service system for processing;

[0053] 7) The customer service system obtains user information and problem content, manually solves the problem, and generates an order record;

[0054...

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Abstract

The invention relates to the technical field of intelligent customer service system, particularly to a multi-terminal intelligent customer service solution method. The method comprises: a customer enters a customer terminal for page consultation; a system automatically displays common problems, the user makes confirmation, and if the problem of the user has been solved, the user makes confirmation and gives a score for satisfaction; if the problem of the user is not solved, the user can submit the problem in a voice and text manner; a key word is extracted by a voice transform technique; key work information matching is carried out by an intelligent customer service problem processing center; a solution plane is sent if matching is done successfully; if matching fails, transferring to the customer service system is carried out for processing; the customer service system obtains user information and a problem content, and thus the problem is solved manually and an order record is generated; and an unsolved problem list is generated, the customer service system sets key words and solution plans, and the information is recorded and inputted into a QA knowledge base. Therefore, 80% of repeated problems of the users can be solved, so that the repeated labor time of the customer service staff can be reduced substantially and thus the work efficiency can be improved. Besides, the queuing time for consultation by the user can be reduced and the solution plans of the problems can be obtained timely.

Description

Technical field: [0001] The invention relates to the technical field of intelligent customer service systems, in particular to a multi-terminal intelligent customer service solution. Background technique: [0002] Customer Service (Customer Service) mainly embodies a customer-oriented value, which integrates and manages all elements of the customer interface in the pre-set optimal cost-service combination. Broadly speaking, anything that improves customer satisfaction falls within the scope of customer service. Intelligent customer service robots use computers to replace manual customer service tasks. At present, there is Leyingtong customer service system that is doing well. According to statistics, 80% of the repeated questions are found in the customer service daily reception of users. These repeated questions will consume a lot of daily working time of the customer service, and will also increase the time for users to wait in line. Invention content: [0003] The tec...

Claims

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Application Information

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IPC IPC(8): G06Q30/00G10L15/26G06F17/30
CPCG06F16/90332G06Q30/016G10L15/26
Inventor 严道远袁礼程李林
Owner WUHU HENGTIAN YIKAI SOFTWARE TECH CO LTD
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