Customer service session distribution method, electronic device and computer readable storage medium

Abstract

The invention discloses a customer service session distribution, and belongs to the field of the communication. The customer service session distribution method comprises the following steps: S1, acquiring online customer service information; S2, computing a service index of each online customer service; S3, grouping and sorting all online customer services; S4, automatically detecting and identifying an incoming line business and customer information of a customer when receiving a session request of the customer; S5, grouping the customers; ranging each group of customers according to the priority level from high to low; S7, distributing the corresponding customer service for each customer according to a predetermined distribution rule; and S8, establishing a dialog connection between thecustomer and the corresponding online customer service. By identifying the key attributes of the incoming customers, the incoming customers are intelligently distributed, the dispatching efficiency and the working efficiency of the customer service are effectively promoted, and the customer experience is improved.

Description

technical field [0001] The invention relates to the communication field, and relates to a customer service session allocation method, an electronic device and a computer-readable storage medium. Background technique [0002] With the rapid development of the Internet and the improvement of people's service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] At present, common online customers are usually composed of intelligent customer service robots and human customer service. The intelligent customer service robot locates the customer's problem through semantic analysis, so that the customer can talk to the robot like a natural person. Although the intelligent customer service robot can quickly respond to the needs of customers to a certain extent, the thinking of the intelligent customer service robot depends on the knowledge base. Once the customer's question exceeds the scope of th...

AI Technical Summary

Problems solved by technology

[0005] The technical problem to be solved by the present invention is to overcome the problem in the prior art that random allocation of customer calls makes seat service inefficient, and proposes a customer service session allocation method, an electronic device, and a computer-readable storage medium. The way of intelligent combination of dispatching rules, combined with customer identification technology, realizes the intelligent allocation of incoming customers and improves customer service efficiency

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