Consultation recommendation method and management system thereof

Abstract

The invention relates to a consultation recommendation method and a management system thereof. The method comprises the steps that voice of a customer is acquired through a voice acquisition module when a commodity service is recommended to the customer; the volume, speed and tone of the voice are analyzed in real time according to the voice of the customer, and the real-time emotional state of the customer is determined according to volume information, speed information and tone information; the interest degree of the customer is analyzed according to the real-time emotional state of the customer; customer service staff make further recommendation according to the recommendation content which the customer is interested in. The system comprises an acquisition module, a voice analysis module and a emotion analysis module, wherein the acquisition module is used for acquiring the voice emitted by the customer when consulting the customer service staff; the voice analysis module is used for analyzing the volume, speed and tone of the voice of the customer, determining the changing range of the voice of the customer, and detecting whether the voice of the customer exceeds the designatedarea or not; and the emotion analysis module is used for determining the emotional change of the customer and understanding the recommendation content which the customer is interested in. The customer service staff can understand the emotional state of the customer in real time in providing the consulting service and indirectly improving the consumption desire of the customers.

Description

technical field [0001] The invention relates to the field of consulting services, in particular to a consulting recommendation method and a management system thereof. Background technique [0002] In order to better understand the products and services of the company, customers usually consult the customer service of the company. For companies, in addition to providing explanations to customers during the consultation process, recommending their own products and services is also one of the ways to increase their sales. , therefore, how to sell interested goods and services to customers in the consulting process has become a problem that enterprises need to solve. Nowadays, when customer service personnel make recommendations to customers, they generally adopt the method of manual judgment. However, this method is prone to misjudgment, especially for some customer service personnel with insufficient work experience. On the contrary, customers will feel disgusted with the com...

AI Technical Summary

Problems solved by technology

Nowadays, when customer service personnel make recommendations to customers, they generally adopt the method of manual judgment. However, this method is prone to misjudgment, especially for some customer service personnel with insufficient work experience. On the contrary, customers will feel disgusted with the company, which indirectly affects the customer's desire to purchase the company's goods and services.

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