Customer service agent distribution method and device, server and storage medium

Abstract

The invention provides a customer service agent distribution method and device, a server and a storage medium, and the method comprises the steps that a consultation problem transmitted by a customeris received, and text information representing the consultation problem is determined; the text information is classified based on a pre-trained customer service agent allocation model to determine candidate customer services for providing consultation services for customers, so that the problem of inaccurate customer service agent allocation caused by dependence on a corresponding relationship between keywords and customer service agents in the prior art is avoided; moreover, under the condition that the candidate customer service agent transfers the customer to the target customer service agent, the customer service agent allocation model is optimized automatically based on the target customer service agent and the consultation problem, so that the accuracy of subsequent customer serviceagent allocation based on the customer service agent allocation model is improved, accurate recommendation of the customer service agent is acheived, and the convenience of later maintenance of the customer service agent allocation method is improved.

Description

technical field [0001] The present invention relates to the technical field of artificial intelligence, and more specifically, relates to a method, device, server and storage medium for allocating customer service seats. Background technique [0002] In Instant Messenger (IM) products, the allocation of customer service seats is a crucial part of the pre-sales marketing / after-sales service scenario. The accuracy of customer service seat allocation will directly affect the efficiency of customer service seats in answering customer inquiries. . [0003] The traditional method of allocating customer service seats is based on the busy status of the customer service seats, so as to achieve the balance of the number of customers received by each customer service seat. Consulting questions, so there are often situations where customer service agents cannot answer consulting questions, and the accuracy of customer service agent allocation is low. [0004] The existing customer ser...

AI Technical Summary

Problems solved by technology

Although this method can give full play to the expertise of each customer service agent and familiarity with different businesses to a certain extent, it relies on the setting of the corresponding relationship between keywords and customer service agents, and the allocation of customer service agents is relatively rigid, which is not convenient for later maintenance; and , if the problem that the customer service agent is good at handling changes and the corresponding relationship between the keyword and the customer service agent is not updated in time, it will also lead to inaccurate assignment of the customer service agent; moreover, there are many different ways to describe the same meaning, and it is usually difficult to Configure all the keywords, which will also affect the accuracy of customer service seat allocation

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