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Customer service information processing method, server and system

An information processing system and server technology, applied in the Internet field, can solve problems such as mismatch, affect customer experience, and inability to accurately understand customers, and achieve the effect of accurate answers

Active Publication Date: 2019-07-23
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, customers generally report that the existing intelligent customer service robots often cannot accurately understand the customer's questions, making the answers provided do not match the customer's questions, which seriously affects the customer experience

Method used

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  • Customer service information processing method, server and system
  • Customer service information processing method, server and system
  • Customer service information processing method, server and system

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Embodiment Construction

[0017] In order to enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in the embodiments of this specification will be clearly and completely described below in conjunction with the drawings in the embodiments of this specification. Obviously, the described The embodiments are only some of the embodiments in this specification, not all of them. Based on one or more embodiments in this specification, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts shall fall within the scope of protection of the embodiments of this specification.

[0018] The embodiment of this specification provides a customer service information processing method, and the customer service information processing method can be applied to the system architecture of the client and the server. The client may be an electronic device for logging in the customer's account information. Speci...

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Abstract

The embodiment of the invention discloses a customer service information processing method, a server and a system, and the method comprises the steps: receiving a customer question sent by a client, and identifying the customer demand information included in the customer question; identifying and obtaining the characteristic solving vocabularies from the customer's requirement information, determining the target requirement tags corresponding to the characteristic solving vocabularies, and determining the target requirement modification relationship among the characteristic solving vocabularies; determining target sample solving information matched with the customer's solving information from the sample solving information provided with the target solving label according to the characteristic vocabularies and the target solving modification relation; and feeding back an answer corresponding to the question sample including the target sample solving information to the client. Accordingto the technical scheme provided by the embodiment of the invention, the accuracy of answers provided for customer questions can be effectively improved.

Description

technical field [0001] The embodiment solution of this specification belongs to the field of Internet technology, and in particular relates to a customer service information processing method, server and system. Background technique [0002] With the rapid development of Internet technology and the improvement of people's service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] At present, common online customers are usually composed of intelligent customer service robots and human customer service. Compared with traditional customer service methods, intelligent customer service robots can provide all-weather services day and night and on holidays, diverting the burden of manual customer service, thereby effectively reducing operating costs in the field of enterprise customer service. . Therefore, the service volume of more and more enterprise customer service systems is mainly under...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F17/27G06Q30/02G06Q40/08
CPCG06F16/3329G06Q30/0281G06Q40/08G06F40/289
Inventor 毛德峰石志伟
Owner ADVANCED NEW TECH CO LTD
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