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Method, device and equipment for personalized busy waiting service based on machine learning

A machine learning and busy technology, applied in the field of intelligent customer service, it can solve the problems of not getting service experience, huge service demand, dropped calls, etc.

Pending Publication Date: 2019-07-26
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, due to the huge demand for services, it is often encountered that the agent / manual customer service is fully busy and the user needs to wait
For example, in a phone call scenario, fixed music may be played repeatedly for the user, and the call may even be hung up due to a timeout, resulting in a very poor experience for the user because time is wasted and service is not received in the end.
In the chat scene, you may also encounter problems such as slow customer service response and disconnection

Method used

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  • Method, device and equipment for personalized busy waiting service based on machine learning
  • Method, device and equipment for personalized busy waiting service based on machine learning
  • Method, device and equipment for personalized busy waiting service based on machine learning

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Embodiment Construction

[0025] In order to better understand the technical solutions of the present invention, the embodiments of the present application will be described in detail below in conjunction with the accompanying drawings.

[0026] It should be clear that the described embodiments are only part of the embodiments of the present application, rather than listing all the embodiments. Based on the embodiments described in the present disclosure, all other variations obtained by persons of ordinary skill in the art without making customary labors belong to the protection scope of the present application.

[0027] In the existing customer service system, busy waiting is often repeated playback of fixed music or busy tone in the case of a phone call, or simple waiting in the case of a chat. The system is underutilizing this time to obtain useful information and / or implement strategies to improve user satisfaction.

[0028] E.g, figure 1 A flow chart of a customer service dispatch method 100 in...

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Abstract

The invention relates to a method for personalized busy waiting service based on machine learning. The method comprises the steps of analyzing the user requirements through man-machine conversation; assigning a user to a corresponding manual service and entering a busy wait in a case where it is determined based on the analysis that the user demand or the man-machine conversation exceeds a limit;and during the busy wait, using a machine learning-based model to provide a personalized busy wait service to the user, where the personalized busy wait service includes using the machine learning-based model to provide a wait-to-dispatch adapted to the user or further analyzing the user demand. The invention also relates to a corresponding device, equipment and a computer readable medium.

Description

technical field [0001] This application relates to artificial intelligence, especially to intelligent customer service based on machine learning. Background technique [0002] In the Internet + era, technology and economic forms are constantly evolving and progressing. The so-called "Internet +" means "Internet + various traditional industries". However, this does not mean the simple addition of the two, but the use of information and communication technology and the Internet platform to deeply integrate the Internet with traditional industries and create a new development ecology. Internet + represents a new social form, and has spawned a series of new Internet platforms involving various services, such as consumption, finance, supply chain, credit, crowdfunding, banking, transportation, communication, government affairs, tourism, medical care, education , information, and more. The ever-emerging platforms require a lot of customer service to help solve various problems ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/02G06Q10/06G06F16/635G06F16/9536
CPCG06Q30/0281G06Q10/06311G06F16/635G06F16/9536
Inventor 王雅芳
Owner ADVANCED NEW TECH CO LTD
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