Intelligent customer service method, device and equipment

A technology of intelligent customer service and customer service, applied in the field of customer service, can solve problems such as poor understanding of questions, general user experience, unclear description of questions, etc., and achieve the effect of improving accuracy

Pending Publication Date: 2020-06-12
XIAMEN KUAISHANGTONG TECH CORP LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0003] However, the existing customer service solutions are generally based on the online customer service based on the understanding of the questions generated by the user in the process of purchasing goods online, often because the user does not clearly describe the questions generated in the process of purchasing goods online or Due to the fact that the online customer service does not have a good understanding of the questions that users have in the process of purchasing goods online, it is impossible to accurately locate the questions that users have in the process of purchasing goods online, which in turn leads to the inability of online customer service to provide effective answers to users in a timely manner. , average user experience

Method used

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  • Intelligent customer service method, device and equipment
  • Intelligent customer service method, device and equipment
  • Intelligent customer service method, device and equipment

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Embodiment Construction

[0028] The present invention will be described in further detail below in conjunction with the accompanying drawings and embodiments. In particular, the following examples are only used to illustrate the present invention, but not to limit the scope of the present invention. Likewise, the following embodiments are only some but not all embodiments of the present invention, and all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0029] The invention provides an intelligent customer service method, which can accurately locate the doubts generated by the user in the process of purchasing commodities on the Internet, and then the network customer service can give the user timely feedback and effective answers, and the user experience is better.

[0030] See figure 1 , figure 1 It is a schematic flow chart of an embodiment of the intelligent customer service method of the pres...

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Abstract

The invention discloses an intelligent customer service method, device and equipment. The method comprises the following steps that: distributing network customer service for users purchasing commodities on the network; reading text information of questions generated by the user in the online commodity purchasing process; and performing word vectorization on the text information by adopting a context word vector mode, performing word segmentation on the text information subjected to word vectorization, matching an answer text for the text information subjected to word segmentation, and answering the user through the network customer service according to the answer text. By means of the mode, the questioning situation generated in the online commodity purchasing process of the user can be accurately positioned, then the online customer service can feed back effective answers to the user in time, and the user experience is good.

Description

technical field [0001] The present invention relates to the technical field of customer service, in particular to an intelligent customer service method, device and equipment. Background technique [0002] With the rapid development of the Internet, the online commodity sales model based on Internet technology has been vigorously developed. When users purchase commodities online, online customer service can provide customer service for users, so as to answer questions for users in the process of purchasing commodities online. [0003] However, the existing customer service solutions are generally based on the online customer service based on the understanding of the questions generated by the user in the process of purchasing goods online, often because the user does not clearly describe the questions generated in the process of purchasing goods online or Due to the fact that the online customer service does not have a good understanding of the questions that users have in t...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q30/06G06F40/211G06F40/242G06F40/289G06F40/30
CPCG06Q30/016G06Q30/0601
Inventor 肖龙源李稀敏蔡振华刘晓葳
Owner XIAMEN KUAISHANGTONG TECH CORP LTD
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