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Interaction method of intelligent customer service system

An interactive method and technology of intelligent customer service, applied in the direction of automatic exchange, subscriber special service, telephone communication, etc., can solve problems such as reduced work efficiency, occupation of labor force, etc., to reduce costs, avoid emotional changes, and reduce service risks. Effect

Inactive Publication Date: 2020-01-10
STATE GRID HEBEI ELECTRIC POWER RES INST +2
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

These questions are easy to answer and the risk of complaints is low, but they take up most of the energy of the human agent, resulting in a decrease in work efficiency

Method used

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  • Interaction method of intelligent customer service system

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Experimental program
Comparison scheme
Effect test

Embodiment approach 1

[0059] Implementation mode 1: Intelligent customer service handles fault repair business

[0060] After the customer dials 95598, he / she accesses the service platform, and transfers to the intelligent voice interaction platform by selecting "Fault Reporting", and interacts with the customer through the intelligent customer service through the Q&A module set in the knowledge base. For example: first ask the customer about a single household power failure If it is a multi-household power outage, if it is a single-household power outage, ask the customer for the meter status to determine whether it is a power outage due to arrears. Fill in the corresponding key fields in the work order of the business platform, and file the work order; if it is judged that the outage is not due to arrears, then ask the customer number, fault address and other information, and after checking with the customer, complete the work order and send the order deal with. If there is a multi-household pow...

Embodiment approach 2

[0062] Implementation Mode 2: Intelligent Customer Service Handling Consulting Business

[0063] After the customer dials 95598, he / she accesses the business platform, and transfers to the intelligent voice interaction platform by selecting "business consultation". According to the customer's consultation questions, he connects with other systems through the interactive module, and inquires about power outage information, customer file information, electricity bills, etc. in the system. For information, if the customer can be answered directly, it is the same as the first embodiment. After the work order is generated, the work order will be archived. If the customer cannot be answered, the order will be dispatched. The intelligent customer service can select the type of work order according to the keyword information in the problem reported by the customer, such as consultation, suggestion, reminder, etc.

[0064] After the interaction between the customer and the smart custom...

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PUM

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Abstract

The invention discloses an interaction method of an intelligent customer service system. The process is as follows: a customer reaches a service platform by pressing a key after making an incoming call; the client selects an intelligent agent and switches to the intelligent voice interaction platform; the intelligent voice interaction platform interacts with the client through the question and answer module and the interaction module; if the intelligent voice interaction platform directly replies to the customer, a corresponding work order is made and archived; and if the intelligent voice interaction platform cannot reply to the customer, the intelligent voice interaction platform provides a transfer manual service platform and a non-transfer manual service platform for the customer, andthe intelligent voice interaction platform makes a corresponding work order dispatching choice. According to the invention, the intelligent customer service robot is used for answering the requirements of common consultation, fault repair, expression, suggestion and the like of customers, so that the pressure of customer service staff can be effectively reduced, and manual customer service resources are greatly saved.

Description

technical field [0001] The invention relates to an interaction method of an intelligent customer service system, belonging to the technical field of online customer service. Background technique [0002] With the rapid development of the country's economy and the great improvement of residents' living standards, the demand for energy consumption and electricity consumption has increased sharply; at the same time, the urbanization process has accelerated, and the power grid companies in the power industry have been operating at full capacity and high speed for a long time. And customer service management formed great pressure. However, in the face of the continuous increase in customer service business volume, it is difficult to achieve unified, efficient and convenient service and management only by increasing the number of manpower, relying on the operator to answer and record, or relying on the single function of system recording and storage. Despite spending most of the ...

Claims

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Application Information

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IPC IPC(8): H04M3/51G06F16/332
CPCG06F16/3329H04M3/5166
Inventor 李倩刘二刚武光华李洪宇付凤平张世科
Owner STATE GRID HEBEI ELECTRIC POWER RES INST