A service consulting method and apparatus

A business and problem technology, applied in the field of business consulting methods and devices, can solve problems such as manual customer service being offline

Inactive Publication Date: 2019-03-29
CHINANETCENT TECH
View PDF6 Cites 6 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In the existing customer service mode, human customer service is occasionally offline, making users wait and affecting user experience, and users know that robots are answering disgusting questions. Embodiments of this application provide a business consulting method and device

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • A service consulting method and apparatus
  • A service consulting method and apparatus
  • A service consulting method and apparatus

Examples

Experimental program
Comparison scheme
Effect test

Embodiment approach

[0064] In a possible implementation manner, when the intelligent customer service terminal determines that the customer service terminal account answers the consulting question within the first preset time period, it switches to the waiting state, and the time in the waiting state is the second preset time length, and the first preset time period The set duration is shorter than the second preset duration.

[0065] In order to respond to the user's inquiry in a timely manner and avoid the user from waiting too long, the first preset duration is generally short. When the manual customer service answers the user's inquiry within the first preset time period, it means that the manual customer service is online and will not leave in a short time. Since the manual customer service will answer the follow-up consultation questions, the intelligent customer service terminal does not need to monitor and reply to the consultation questions sent by the user in a short period of time, so ...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

Abstract

the embodiment of that present application provide a service consulting method and apparatus, and relates to the field of intelligent customer service technology. The method comprises: After receivingthe inquiry question sent by the user terminal, monitoring the response status of the customer service terminal account to the inquiry question, determining that the customer service terminal accountdoes not answer the inquiry question within the first preset time, obtaining the answer corresponding to the inquiry question from the knowledge base, and sending the answer corresponding to the inquiry question to the user terminal through the customer service terminal account. Therefore, when the artificial customer service is in the departure state, the intelligent customer can still obtain the corresponding answers to the consulting questions from the knowledge base and send them to the client, so as to avoid the user waiting time being too long. Secondly, the intelligent customer servicesends the corresponding answers to the inquiry questions to the client through the customer service account, so in the user 's view, the manual customer service is always answering the inquiry questions, avoiding the user' s antipathy and improving the user 's experience.

Description

technical field [0001] The embodiment of the present application relates to the technical field of intelligent customer service, and in particular to a business consulting method and device. Background technique [0002] Intelligent customer service robot is a typical application of artificial intelligence. It can replace most of the question-and-answer tasks for humans, which not only reduces costs, but also improves work efficiency. However, the existing intelligent customer service robot and the human customer service correspond to an account respectively. When receiving a question from a user, the intelligent customer service robot usually answers it. This mode has the following disadvantages: When the human customer service is transferred to answer, if the human customer service is not online occasionally, it will make the user wait and affect the user experience. When users know that the other party is an intelligent customer service robot, most of them are disgusted ...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06F16/332G06F16/36
CPCG06Q30/01
Inventor 李金锋杨绳春
Owner CHINANETCENT TECH
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap