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Intelligent customer service session switching system

A technology of session switching and intelligent customer service, applied in the field of intelligent customer service, can solve problems such as unsatisfactory service requirements, heavy workload of manual customer service, long waiting time, etc., and achieve the effect of saving communication time

Inactive Publication Date: 2019-01-04
北京赛特斯信息科技股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] The customer service system needs to be used when communicating between the enterprise and the customer. The current customer service system is manual customer service. There is a long waiting time when the server is used for the customer, and the workload of the manual customer service is heavy, which cannot meet the service requirements. need

Method used

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  • Intelligent customer service session switching system

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Embodiment Construction

[0010] like figure 1 It is a schematic diagram of the frame principle of the present invention, an intelligent customer service session switching system. The server accepts the user's session request, displays the session window on the display, analyzes the session content input by the user, and judges the content of the user's session request. After the analysis, it is required to match the preset conversation reply to reply, and the user judges the reply content. If the content of the user conversation meets the preset conversation switching conditions, the conversation service will be switched to manual customer service.

[0011] According to another embodiment of the present invention, it further includes, if the reply content of the conversation request does not meet the preset conversation switching condition, continue to be processed by the intelligent customer service robot and provide corresponding services.

[0012] According to another embodiment of the present inve...

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Abstract

The invention belongs to the technical field of intelligent customer service and relates to an intelligent customer service session switching system. According to the intelligent customer service session switching system, a server side accepts the session request of a user; a session window is displayed on a display side; session content inputted by the user is analyzed; the session request content of the user is judged; after user session request analysis is performed, the session request content is replied with a matched pre-set session reply; the user judges reply content; and if the content of the session of the user meets a preset session switching condition, session service is switched to staff customer service. According to the intelligent customer service session switching system,services are provided for the user through intelligent customer service; if the user is satisfied with answers provided by the intelligent customer service, a session ends; if an intelligent robot cannot solve a problem, the staff customer service will reply the user; and therefore, communication time can be saved.

Description

technical field [0001] The invention relates to the technical field of intelligent customer service, in particular to an intelligent customer service session switching system. Background technique [0002] The customer service system needs to be used when communicating between the enterprise and the customer. The current customer service system is manual customer service. There is a long waiting time when the server is used for the customer, and the workload of the manual customer service is heavy, which cannot meet the service requirements. need. Contents of the invention [0003] In order to overcome the shortcomings of existing customer service systems, the present invention provides an intelligent customer service session switching system. [0004] The technical solution adopted by the present invention to solve the technical problem is: an intelligent customer service session switching system, the server accepts the user's session request, displays the session window...

Claims

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Application Information

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IPC IPC(8): H04L29/08G06F16/332
CPCH04L67/141H04L67/148
Inventor 谢为友逯利军钱培专
Owner 北京赛特斯信息科技股份有限公司
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