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Intelligent customer service method and device

A technology of intelligent customer service and customer service system, applied in the field of data processing, can solve problems such as poor customer service experience, inability of customer service personnel to accurately locate, and operation error reporting.

Inactive Publication Date: 2020-01-31
南京星云数字技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For example, in the Internet financial industry, when users perform business operations on financial APPs or financial webpages, there will often be situations where operation errors are reported due to unfamiliarity with the business. Most customers do not have professional financial knowledge, and the customer service personnel may not be able to accurately locate the problem due to unclear description of the problem, and then cannot provide effective solutions to the user in a timely manner, resulting in poor customer service experience for the user

Method used

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  • Intelligent customer service method and device
  • Intelligent customer service method and device

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0046] see figure 1 , the present embodiment provides an intelligent customer service method, including:

[0047] Collect the behavior data of the current user; judge whether there are matching items corresponding to the behavior data stored in the database, and the matching items include one-to-one corresponding standard questions and standard answers; The matching items corresponding to the data are updated into the database, and the standard items are pushed to the customer service system at the same time. When the judgment result is yes, the matching items are directly retrieved from the database and pushed to the customer service system; Push matches to agents for customer query responses.

[0048] In the intelligent customer service method provided in this embodiment, first construct a database including multiple matching items, that is, store multiple pairs of matching standard questions and standard answers, and then monitor the current user's behavior data, such as i...

Embodiment 2

[0062] see figure 2 , the present embodiment provides an intelligent customer service device, including:

[0063] A data collection unit, configured to collect behavior data of the current user;

[0064] The judging processing unit is used to judge whether there is a matching item corresponding to the behavior data stored in the database. The matching item includes one-to-one corresponding standard questions and standard answers. The corresponding matching items are updated into the database, and the standard items are pushed to the customer service system at the same time. When the judgment result is yes, the matching items are directly retrieved from the database and pushed to the customer service system;

[0065] The monitoring and pushing unit is used to actively push the matching items to the customer service staff when the current user is monitored to access the customer service system for answering customer questions.

[0066] Preferably, the judging processing unit ...

Embodiment 3

[0075] This embodiment provides a computer-readable storage medium. A computer program is stored on the computer-readable storage medium. When the computer program is run by a processor, the steps of the above intelligent customer service method are executed.

[0076] Compared with the prior art, the beneficial effects of the computer-readable storage medium provided by this embodiment are the same as those of the intelligent customer service method provided by the above technical solution, and will not be repeated here.

[0077] Those of ordinary skill in the art can understand that all or part of the steps in the above-mentioned inventive method can be completed by instructing related hardware through a program. The above-mentioned program can be stored in a computer-readable storage medium. When the program is executed, it includes: For each step of the method in the foregoing embodiments, the foregoing storage medium may be: ROM / RAM, magnetic disk, optical disk, memory card...

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Abstract

The invention discloses an intelligent customer service method and device, relates to the technical field of data processing, and the method and the device can accurately match related question answers according to user behavior data and feed back the answers to customer service personnel so as to assist the customer service personnel in making targeted question answers during customer questioningand answering and improve the customer service experience of users. The method comprises the steps of collecting behavior data of a current user; judging whether matching items corresponding to the behavior data are stored in a database or not, wherein the matching items comprise standard questions and standard answers which are in one-to-one correspondence; when the judgment result is negative,the expert system manually recording the matching items corresponding to the behavior data and updating the matching items into the database, meanwhile, pushing the standard items to the customer service system, and when the judgment result is positive, directly calling the matching items from the database and pushing to the customer service system; and when it is monitored that the current user accesses the customer service system, actively pushing the matching item to customer service personnel for customer questioning and answering. The device applies the method provided by the scheme.

Description

technical field [0001] The invention relates to the technical field of data processing, in particular to an intelligent customer service method and device. Background technique [0002] With the rapid development of the Internet 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. For example, in the Internet financial industry, when users perform business operations on financial APPs or financial webpages, there will often be situations where operation errors are reported due to unfamiliarity with the business. Most customers do not have professional financial knowledge, and the customer service staff may not be able to accurately locate the problem due to unclear description of the problem, and then cannot provide effective solutions to users in a timely manner, resulting in poor customer service experience for users. Contents of the invention [0003] ...

Claims

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Application Information

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IPC IPC(8): G06Q30/02G06Q40/00G06F16/23G06F16/25G06F16/332G06F40/247G06K9/62
CPCG06Q30/0281G06F16/2365G06F16/25G06F16/3329G06Q40/00G06F18/22
Inventor 徐慧婧
Owner 南京星云数字技术有限公司
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