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Method and device for transferring robot customer service to manual customer service

A technology of human customer service and robots, applied in the field of data processing, can solve the problem that robot customer service is difficult to give satisfactory answers to users, and achieve the effect of improving accuracy

Active Publication Date: 2020-06-30
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] For some unconventional user questions, it is often difficult for robot customer service to give satisfactory answers to users
At present, the most commonly used structure of the customer service center is the coexistence of robot customer service and human customer service. By default, the robot customer service will receive the user first. When the robot customer service does not solve the user's problem, it will be transferred to the human customer service.

Method used

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  • Method and device for transferring robot customer service to manual customer service
  • Method and device for transferring robot customer service to manual customer service
  • Method and device for transferring robot customer service to manual customer service

Examples

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Embodiment Construction

[0022] In the process of the user accepting the robot customer service, the interaction process between the user and the robot customer service can reflect the service effect of the robot customer service. For example, if the user repeats the same question or expresses dissatisfaction during the interaction, it usually means that the robot customer service is not capable of solving the user's problem well, and human customer service needs to be dealt with. Therefore, the conversation between the user and the robot customer service is usually used as a basis for judging whether it is necessary to transfer to a human customer service.

[0023] On the other hand, the user's own factors will also affect the degree of demand for artificial customers. For example, users whose accounts have been stolen usually have strong needs for human customer service, while users who inquire about bills generally have better patience to communicate with robot customer service. In addition, users...

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Abstract

This manual provides a method for transferring robot customer service to manual customer service, including: obtaining session features from at least one round of conversations between robot customer service and users; obtaining user status features; inputting the session features and status features into a confidence score evaluation model, Obtain the current confidence score assessment value; the confidence score assessment model is a machine learning model, using the conversation samples of the robot client and the user marked with an artificial point and the user's state feature sample to train; the current confidence score assessment value meets the predetermined When the manual conditions are met, the user will be transferred to the manual customer service.

Description

technical field [0001] This manual relates to the technical field of data processing, and in particular to a method and device for converting robot customer service to manual customer service. Background technique [0002] With the development of the Internet, virtual robots based on artificial intelligence technology are more and more widely used in the field of enterprise user services. Robot customer service does not need to rest, it can respond to users' questions more quickly and standardizedly, communicate with users in the form of voice dialogue or text chat, and liberate human customer service from a large number of repetitive questions and answers. [0003] For some unconventional user questions, it is often difficult for robot customer service to give satisfactory answers to users. At present, the most commonly used structure of the customer service center is the coexistence of robot customer service and human customer service. By default, the robot customer servi...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/33G06N3/08G06Q10/06G06Q30/00
CPCG06F16/3344G06N3/08G06Q10/06393G06Q30/016G06N20/10G06N5/01G06N3/044G06N3/045G06F40/40
Inventor 杨明晖
Owner ADVANCED NEW TECH CO LTD