Self-service customer service system and method

Abstract

The invention relates to a self-service customer service system and method. The customer service system includes a customer service access platform, a customer service robot, a comprehensive strategymodule and a business system. The customer service access platform receives user questions and sends the user questions to the customer service robot. The customer service robot judges complexity degrees of the user questions. For the user question of the low complexity degree, the customer service robot directly feeds back a preset corresponding answer to the customer service access platform. Forthe user question of the high complexity degree, the customer service robot identifies user intent according to the user question, and sends the user intent to the comprehensive strategy module; andthe comprehensive strategy module requests user-related information from the business system according to the user intent, carries out comprehensive decision according to the user-related informationto obtain an answer corresponding to the user question, and feeds back the answer to the customer service access platform through the customer service robot. According to the customer service system,the direct answers which truly solve the user questions can be provided for users, and a question interception rate of the customer service robot can also be increased.

Description

technical field [0001] The invention belongs to the technical field of computers, and in particular relates to a self-service customer service system and method. Background technique [0002] Existing robots often use computers to judge user questions in customer service scenarios and provide corresponding answers to reduce the participation of artificial agents in customer service scenarios. The purpose is to reduce labor costs in customer service. Most of the current robot customer service provides a corresponding answer to each question of the user, and the content of this answer is generally a preset standard answer. These standard answers are designed for FAQ (Frequently Asked Questions, frequently asked questions). For example, in a typical robot customer service Q&A scenario, ask: Hello. Answer: Yes. Q: I would like to ask a question about IOUs. Answer: Click here for financial online customer service, financial customer service phone number (4000888816 for corpor...

AI Technical Summary

Problems solved by technology

[0004] After the robot recognizes the intention of the user's question, it will give a standard, guided mechanical answer. This method has the following disadvantages: 1) The robot customer service does not directly answer the user's question, and the user needs to operate according to the guidance provided by it, and the operation chain changes. Long, the user experience deteriorates

Especially if the user really uses the App, webpage and other tools provided by the company because they don’t understand, the operation itself may be unfriendly to the user, and the experience cannot be improved with guidance.

2) In some cases, this standard answer does not solve the user's problem. What the user lacks is not guidance, but wants to know whether the service is normal, and if not, what is the reason

At this time, for users, the robot customer service does not work. Compared with the traditional method, there is one more link, and the user experience becomes worse; The number of problems solved by customer service / the total number of user problems) becomes lower, and the return on investment in robots decreases

Images