Robot customer service and intelligent customer service system

Abstract

Robot customer service comprises: a first message interaction unit suitable for receiving of a session message from a customer client and returning of a response message; an identification unit suitable for identification of content of a session message received by a first message interaction unit; a capacity determination unit suitable for determination of whether the session message can be autonomously processed or not; a storage unit suitable for storage of service resources; a first response message generation unit suitable for extraction a response message matching with the content of thesession message from the service resource stored in the storage unit; a state control unit suitable for control of the state of the robot customer service in the follow-up session business with the customer client to be in a session suspended state; a second response message generation unit suitable for extraction of a conciliatory response message matching with the content of the session messagefrom the service resource stored in the storage unit; and a second message interaction unit suitable for transmission of the session message from the customer client to a customer service client.

Description

[0001] This application is a divisional application with an application date of December 30, 2015, an application number of 201511024389.4, and an invention titled "robot customer service and its customer service method, and intelligent customer service system". technical field [0002] The invention relates to the technical field of instant messaging, in particular to a robot customer service and an intelligent customer service system. Background technique [0003] 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. [0004] The current customer service system usually consists of machine customer service and human customer service. Machine customer service is usually a web-based instant messaging tool, and human customer service is usually an instant messaging tool embedded in a web page. Each human customer servic...

AI Technical Summary

Problems solved by technology

However, in the actual application process, the customer service robot identifies the content of the conversation message input by the customer, searches the stored resource database for data that matches the content of the conversation message, and sends the matched data to the user client for further processing. Response, for the same question, usually repeat the answer mechanically, which is easy to irritate customers and affect customer experience

However, manual customer service cannot always be online, and usually has to deal with multiple customers at the same time, so there are cases where they cannot reply in time

Therefore, the current customer service system is difficult to effectively meet customer service needs, affecting user experience

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