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A customer service system capable of freely circulating and customizing fields

A customer service system and customized technology, applied in the field of customer service system, can solve problems such as lack of professional communication, problem explanation is not very clear, and the system cannot be well perfected, so as to reduce customer waiting time, share the pressure of customer service agents, Avoid key sequence effects

Pending Publication Date: 2019-04-23
安徽讯呼信息科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] However, the general free circulation and custom field customer service system requires the customer to wait for the customer service agent to ask the professional to answer the professional question that the customer service agent cannot answer. The customer waits for a long time, the question explanation is not very clear, and there is no direct communication with the professional. The general free circulation and custom field customer service system database uses fixed documents, and the supplementary update is slow, which cannot improve the system very well. Therefore, we propose a free circulation and custom field customer service system

Method used

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  • A customer service system capable of freely circulating and customizing fields
  • A customer service system capable of freely circulating and customizing fields

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0031] Such as figure 1 As shown, a customer service system with free circulation and custom fields includes:

[0032] The question and answer processing module is used to obtain user questions and extract key words for question processing. The question and answer processing module includes a question extraction and analysis module, an automatic question reply module and an automatic question carryover module; the question extraction analysis module can extract the key questions Word analysis; automatic question answering module can automatically respond to the same question replies pre-entered in the database; automatic question carryover module can automatically carry over questions that the system cannot answer to the free flow unit;

[0033] The free flow unit, the transition unit of the customer service system, is used for the transfer of problems; the free flow unit includes a control module and an automatic access manual module; the control module includes a receiving module ...

Embodiment 2

[0037] Such as Figure 1-2 As shown, a customer service system with free circulation and custom fields includes:

[0038] The question and answer processing module is used to obtain user questions and extract key words for question processing. The question and answer processing module includes a question extraction and analysis module, an automatic question reply module and an automatic question carryover module; the question extraction analysis module can extract the key questions Word analysis; the automatic question reply module can automatically reply to the same question answer pre-entered in the database; the automatic question carryover module can automatically carry over the questions that the system cannot answer to the free flow unit;

[0039] The free flow unit, the transition unit of the customer service system, is used for the transfer of problems; the free flow unit includes a control module, an automatic access manual module and a dialogue transfer module; the contro...

Embodiment 3

[0043] Such as Figure 1-2 As shown, a customer service system with free circulation and custom fields includes:

[0044] The question and answer processing module is used to obtain user questions and extract key words for question processing. The question and answer processing module includes a question extraction and analysis module, an automatic question reply module and an automatic question carryover module; the question extraction analysis module can extract the key questions Word analysis; the automatic question reply module can automatically reply to the same question answer pre-entered in the database; the automatic question carryover module can automatically carry over the questions that the system cannot answer to the free flow unit;

[0045] The free flow unit, the transition unit of the customer service system, is used for the transfer of problems; the free flow unit includes a control module, an automatic access manual module and a dialogue transfer module; the contro...

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Abstract

The invention discloses a customer service system capable of freely circulating and customizing fields, and the system comprises a question and answer processing module which is used for obtaining a question of a user, extracting a question keyword, and carrying out the processing of the question; a free circulation unit which is a transition unit of the customer service system and is used for transferring and transition of problems; a database supplementing and updating module which is used for inputting, supplementing and perfecting answers of the new questions; and a dialogue ending modulewhich is used for ending the dialogue with the client. According to the invention, the free flow unit analyzes and obtains that the question answer database cannot answer; direct transfers to the manual customer service, thereby reducing the customer latency, improving the efficiency of solving the customer problem effectively. The database supplementing and updating module can update the databasein time, the database content is increased and expanded, the customer service seat pressure can be shared, the customer problem is solved in time, the continuous supplementing and updating facilitateimprovement of the system, the personnel pressure is reduced, and the working efficiency of the customer service system is improved.

Description

Technical field [0001] The invention relates to the field of customer service systems, in particular to a customer service system with free circulation and custom fields. Background technique [0002] The customer service system is a coordinated system of personnel, business processes, technology and strategy. It provides an appropriate channel to obtain organizational resources and creates customer value and corporate value through an interactive communication method. The customer service system is developed around service. Its core concept is customer satisfaction and customer loyalty. It promotes mutually beneficial exchanges by obtaining customer satisfaction and loyalty, and ultimately realizes the improvement of marketing performance. At the same time, through high-quality services to shape and strengthen the company's good public image, create a favorable public opinion environment, strive for favorable government policies, and ultimately achieve the company's long-term de...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/33H04M3/51H04M3/493
CPCH04M3/493H04M3/51
Inventor 程松林
Owner 安徽讯呼信息科技有限公司
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