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An efficient intelligent customer service method and system oriented to customer guidance in the field of electronic commerce

A technology of intelligent customer service and e-commerce, applied in the field of efficient intelligent customer service methods and systems, to achieve the effect of smooth experience, high service efficiency, and good consultation and response service experience

Pending Publication Date: 2019-06-21
上海宝尊电子商务有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0010] At present, there is no definition of customer-centric integrated service quality and service efficiency evaluation standards for the e-commerce field, and a three-stage human-machine collaborative customer service model to achieve high customer satisfaction and high efficiency customer service methods and systems

Method used

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  • An efficient intelligent customer service method and system oriented to customer guidance in the field of electronic commerce
  • An efficient intelligent customer service method and system oriented to customer guidance in the field of electronic commerce
  • An efficient intelligent customer service method and system oriented to customer guidance in the field of electronic commerce

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Embodiment 1

[0055] Embodiment 1 The efficient intelligent customer service method of the present invention

[0056] See figure 1 , figure 1 It is a schematic flow chart of the efficient intelligent customer service method of the present invention. Described efficient intelligent customer service method comprises the following steps:

[0057] Step S1, in the first stage, the dialogue context management module is responsible for receiving the chat messages from the customer dialogue interface module, calling the intent recognition module and the emotion detection module to analyze the customer's question, and then query the knowledge base to obtain key information and use the response template to generate a response statement, and finally reply the answer statement to the customer through the customer dialogue interface module.

[0058] Step S2, if the customer can end the consultation in two to three simple rounds of dialogue, then the entire consultation response process is over; other...

Embodiment 2

[0068] Embodiment 2 Efficient intelligent customer service system of the present invention

[0069] See figure 2 , figure 2 It is a structural block diagram of the efficient intelligent customer service system of the present invention. The efficient intelligent customer service system includes:

[0070] Client terminal 1: It can be a PC, tablet or mobile phone.

[0071] Customer dialogue interface module 2: the interface for interaction between terminal customers and the customer service system, which is used to realize instant message communication, and the presentation of questions and the presentation of answer results are all completed in the customer dialogue interface module 2.

[0072]Dialogue context management module 3: responsible for managing the core business logic and context information of the dialog system. The most important function of the dialog context management module 3 is to control the advancement and flow of the three-stage process. The core busi...

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Abstract

The invention relates to an efficient intelligent customer service method and system oriented to customer guidance in the field of electronic commerce. According to the invention, the efficiency and quality problems of an intelligent customer service system in an e-commerce scene are solved; Index of service quality and service efficiency of consultation and response is reformulated, an integratedservice quality and service efficiency assessment standard taking a client as the center is defined, and a new mode and a new process of robot service and man-machine cooperation are provided. The first stage is pure machine service; In the second stage, machine service and manual monitoring are carried out; And the third stage is manual service, and meanwhile machine assistance is achieved. According to the invention, better consultation and response service experience is provided for a client, and man-machine switching is seamless and smooth; Emotion of the client is paid attention to and protected, manual service can be switched into in time, and more intimate and comprehensive service is obtained. And the service level, including the service quality and efficiency, can be quantified in real time, and can be fed back to the machine and the manual customer service in time to make corresponding adjustments.

Description

technical field [0001] The invention belongs to the fields of artificial intelligence, big data and information processing, focuses on the e-commerce industry, and specifically relates to a customer-oriented and efficient intelligent customer service method and system in the e-commerce field. Background technique [0002] The vigorous development of e-commerce is accompanied by the need for consumption upgrades. Consumers are increasingly participating in online consumption in various forms. At the same time, the requirements for service experience in the consumption process are also increasing. Correspondingly, in order to win more consumers' time and loyalty, merchants must provide consumers with the best shopping experience in multiple aspects such as commodities, logistics, delivery and customer service. Among them, customer consultation and service is the core throughout the entire consumption process, including pre-sales, sales and after-sales. Consumers will basicall...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/02G06F16/332G06F16/36
Inventor 郑叔亮
Owner 上海宝尊电子商务有限公司
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