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Customer service auxiliary robot, method and system

A technology for robots and customer service personnel, applied in instruments, special data processing applications, electrical digital data processing, etc., can solve problems such as untargeted and difficult to use, and achieve the effect of improving work efficiency and standardizing uniformity

Inactive Publication Date: 2019-05-21
SHENZHEN ZHUIYI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Therefore, the answers provided by the existing customer service assistant robots are often not targeted, and it is difficult to use them directly

Method used

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  • Customer service auxiliary robot, method and system
  • Customer service auxiliary robot, method and system
  • Customer service auxiliary robot, method and system

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Embodiment Construction

[0036] In order to make the purpose, technical solution and advantages of the present invention clearer, the technical solution of the present invention will be described in detail below. Apparently, the described embodiments are only some of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other implementations obtained by persons of ordinary skill in the art without making creative efforts fall within the protection scope of the present invention.

[0037] Such as figure 1 As shown, the embodiment of the present invention provides a customer service assistant robot, including a receiving module, a searching module and a pushing module;

[0038] The receiving module is configured to receive the acquisition request sent by the customer service personnel, and the acquisition request carries the consultation information of the user.

[0039] Specifically, in the customer service workbench, the system accordin...

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Abstract

The invention provides a customer service auxiliary robot, method and system, and relates to the artificial intelligence technology, and the method comprises the steps: firstly receiving the consultation information of a user, and searching and displaying a question list related to the consultation information from a robot knowledge base according to the consultation information; secondly, displaying a question list to a customer service staff; and finally, corresponding reply information is pushed to the customer service personnel according to the selection of the customer service personnel,the reply information comprises at least one process guide node, and each process guide node corresponds to a preset reply text. Due to the fact that the process guidance configuration is carried outfor different problems, when the customer service staff actually deal with the problems, the customer service staff have clear processing thinking and pertinent tactical content support, and the working efficiency of the customer service staff is improved.

Description

technical field [0001] The invention belongs to the technical field of artificial intelligence, and in particular relates to a customer service assistant robot, method and system. Background technique [0002] With the development of Internet technology, virtual robots based on artificial intelligence technology are more and more widely used in various service fields. The existing customer service assistant robot will directly reuse the existing customer service robot capabilities for external services. According to the user's information in the manual stage, it will find the appropriate answer in the robot knowledge base and provide it to the customer service as a reference. [0003] When dealing with user questions, the customer service assistant robot often gives a large and comprehensive explanatory answer, and the manual customer service will communicate with the user step by step according to certain process steps. Therefore, the answers provided by the existing custo...

Claims

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Application Information

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IPC IPC(8): G06F16/245G06F16/242
Inventor 朱燕康陈志武吴悦刘云峰汶林丁
Owner SHENZHEN ZHUIYI TECH CO LTD
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