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
CN109544183AInactive Publication Date: 2019-03-29CHINANETCENT TECH
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Patent Information

Authority / Receiving Office
CN ยท China
Patent Type
Applications(China)
Current Assignee / Owner
CHINANETCENT TECH
Publication Date
2019-03-29
Estimated Expiration
Not applicable ยท inactive patent

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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.
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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

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