Intelligent enrollment customer service method and intelligent enrollment customer service server
A technology of intelligent customer service and service method, applied in the field of intelligent interaction, can solve problems such as difficulty in timely feedback and low efficiency of customer service, and achieve the effect of overcoming the difficulty of timely feedback and reply and improving the efficiency of customer service
Inactive Publication Date: 2019-05-21
GUANGZHOU PANYU POLYTECHNIC
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Problems solved by technology
However, when using the existing technology to provide intelligent customer service for enrollment, it is found that after being transferred to manual service, the user’s follow-up questions need to be solved manually, and there is a problem that it is difficult to provide timely feedback during the peak period of user questioning, resulting in low efficiency of customer service
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[0039] The technical solutions in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all of the embodiments. Based on the embodiments in this application, all other embodiments obtained by those of ordinary skill in the art without creative work shall fall within the protection scope of this application.
[0040] See Figure 1 to 2 .
[0041] See figure 1 , Is a schematic flow diagram of the enrollment intelligent customer service method provided by an embodiment of this application, such as figure 1 As shown, the task processing method includes step S11 to step S14. The specific steps are as follows:
[0042] Step S11: Extract the text information input by the user terminal.
[0043] Step S12: Determine whether there is first answer information matching th...
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The invention discloses an intelligent enrollment customer service method and an intelligent enrollment customer service server. The method comprises the following steps: extracting text information input by a user terminal; judging whether first answer information matched with the text information exists or not; selecting and feeding back first answer information matched with the characters or second answer information generated by the customer service terminal according to a judgment result. Compared with the prior art, the method has the advantages that the questions input by the user are judged in real time, and the corresponding response modes are selected according to the judgment results, so that the problem that timely feedback and reply are difficult to feed back in rush hours issolved, and the service efficiency of the customer service is further improved.
Description
Technical field [0001] This application relates to the field of intelligent interaction technology, and in particular to an enrollment intelligent customer service method and an enrollment intelligent customer service server. Background technique [0002] Traditional online customer service usually uses manual customer service for customer service, but when there are more customers, manual customer service is difficult to provide timely and high-quality answers to every question. [0003] In order to solve the above-mentioned problems, in the prior art, the method of combining common question sentences with question sentence matching technology is usually adopted to realize automatic responses to user questions in a way of one question and one answer. When the user's question cannot be automatically answered or the user selects manual service, Automatic transfer to manual service. However, when using the existing technology for intelligent enrollment customer service, it was found...
Claims
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Inventor 蔡中兴
Owner GUANGZHOU PANYU POLYTECHNIC