Intelligent video customer service access method and device

Abstract

The embodiment of the invention provides an intelligent video customer service access method. The method comprises the following steps: receiving a user video service incoming call request; connectingand setting a special video conference room to provide video service for the user; playing the first video segment to the user; receiving a response of the user based on the first video segment and judging the intention of the user; and playing the generated reply video to the user based on the intention of the user. A special video conference room is set for a user sending a video service incoming call request, and a reply video segment matched with the intention of the user is automatically played to the user according to the intention of the user obtained through analysis; according to themethod, the waiting time of the user is shortened, the number of manual customer services is reduced to a certain extent on the premise that the requirement of the user is correctly replied, and better experience is brought to the user. In addition, the embodiment of the invention provides an intelligent video customer service access device.

Description

technical field [0001] The embodiments of the present invention relate to the field of software, and more specifically, the embodiments of the present invention relate to a method and device for accessing intelligent video customer service. Background technique [0002] This section is intended to provide a background or context for implementations of the invention that are recited in the claims. The descriptions herein are not admitted to be prior art by inclusion in this section. [0003] At present, when users use product equipment, they often encounter some questions about the product equipment. When encountering these problems, they often need to seek help from customer service. However, the existing way to access customer service is voice calls. By querying the customer service number corresponding to the product, and then directly dialing the customer service number to seek help from the customer service. Due to the limited number of customer service personnel in thi...

AI Technical Summary

Problems solved by technology

[0003] At present, when users use product equipment, they often encounter some questions about the product equipment. When encountering these problems, they often need to seek help from customer service. However, the existing way to access customer service is voice calls. By querying the customer service number corresponding to the product, and then directly dialing the customer service number to seek help from the customer service. Due to the limited number of customer service personnel in this method, when there are too many people accessing the customer service, it is usually necessary to connect later. Waiting for a certain amount of time to connect to the customer service, this method makes the user need to spend a certain amount of time waiting, which will reduce the user's sense of experience

Another way is video customer service. A certain number of users are connected to a video screen in charge of a customer service specialist through video interaction. The video specialist answers the questions of different users in turn. Although this method Face-to-face communication can be realized, and customer problems can be quickly solved through video demonstration and interaction, which saves the user's access waiting time, but because different users are connected to the same video screen, and can hear each other's conversation content , so that when too many users are connected to the video screen in charge of the same customer service specialist, the video screen will be noisy, and users cannot clearly hear the customer service specialist's answer. This method makes it impossible for users to have questions about the product. Effectively get answers, and multiple users who are connected to the same manual customer service at the same time may not know each other, the questions they ask are not universal, and they are not interested in other people's questions, so they need to wait for customer service Solve the problems of each connected user in turn, and the users who have not had their turn still need to wait for other users to solve their problems

Another way is to directly ask the customer service through the text description on the product interface, and the customer service will respond to the questions raised by the user. However, in this way, both parties interact through text and the expression of text is limited. Therefore some questions cannot be expressed and resolved correctly

[0004] To sum up, the existing customer service access methods currently have problems such as time-consuming user waiting, inability to effectively answer user questions, and poor user experience.

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