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Intelligent interaction robot system applied to customer service center

A robotic system, intelligent interaction technology, applied in special data processing applications, instruments, input/output processes of data processing, etc. and other problems to achieve the effect of improving service quality, reducing manual service pressure, and improving user satisfaction

Pending Publication Date: 2020-02-21
SHENZHEN POWER SUPPLY BUREAU
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The use of Internet users is becoming more and more popular, and the existing system can no longer meet the online customer service, Weibo, WeChat and other multimedia access methods. Customers cannot obtain convenient services anytime and anywhere through various media means, and are facing a severe test of service quality. ; In order to meet the needs of users in terms of system functions such as multimedia access, high reliability, security, serviceability, openness, and advancement, it is urgent and meaningful to upgrade the customer service call center system

Method used

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  • Intelligent interaction robot system applied to customer service center
  • Intelligent interaction robot system applied to customer service center
  • Intelligent interaction robot system applied to customer service center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0045] Such as figure 1 As shown, it shows a schematic structural diagram of an intelligent interactive robot system applied to customer service centers provided by the present invention, please refer to Figure 2-Figure 7 shown. In this embodiment, the intelligent interactive robot system 1 applied to a customer service center includes an operating system module 10 , a knowledge base module 11 , a service management module 12 , a channel management module 13 , a system management module 14 and a robot interaction module 15 .

[0046] Among them, the operating system module 10 is used to connect with other modules, coordinate and manage other modules, and perform functions such as calculation;

[0047] The management knowledge base module 11 builds the basic module of the intelligent robot interactive system based on the operating system module 10, including one or more basic classifications, and each basic classification includes ontology classes;

[0048]The service manage...

Embodiment 2

[0131] see Figure 8 , shows the interaction flowchart in the second embodiment of the present invention. It can be understood that the technical solution provided by this embodiment is basically the same as that of Embodiment 1, except that the channel management module is a WeChat official account.

[0132] The WeChat intelligent robot realizes user interaction by simulating WeChat contacts. The WeChat robot is actually a client for the WeChat server. Users can obtain related services after adding the WeChat robot account as a contact friend. The WeChat intelligent robot realizes functions such as user business consultation, handling, and product marketing and promotion on the WeChat channel.

[0133] The WeChat intelligent robot implements a simulated client terminal according to the protocol (such as MSNP, etc.) and logs in to the WeChat server. The customer service robot appears as a friend account on the WeChat interface. Add the robot account as a friend and open the W...

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Abstract

The invention provides an intelligent interaction robot system applied to a customer service center. The intelligent interaction robot system comprises an operating system module, a knowledge base module, a service management module, a channel management module, a system management module and a robot interaction module. By implementing the system, multi-channel access can be realized, the reliability is high, the safety is high, and the user experience can be improved.

Description

technical field [0001] The invention relates to the technical field of intelligent interactive robots, in particular to an intelligent interactive robot system applied to a customer service center. Background technique [0002] As a window for external services, the customer service call center provides a variety of media access methods (such as: telephone, fax, Email, SMS, online customer service, Weibo, WeChat and other social media), so that customers can use various media means , to provide users with inquiries, business consultation, complaints and suggestions, fault warranty and other services. [0003] With the continuous development of the current business, in order to improve the external standardized and unified service quality, the existing call center will assume more and more important responsibilities. The use of Internet users is becoming more and more popular, and the existing system can no longer meet the online customer service, Weibo, WeChat and other mul...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/33G06F16/36G06F3/16G06Q30/02
CPCG06F16/3329G06F16/3344G06F16/367G06F3/167G06Q30/0201
Inventor 陈辉乔数蒋玲张洪图赖琼玉陈佳芳陈利霞
Owner SHENZHEN POWER SUPPLY BUREAU
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