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Customer service intelligent distribution method and device, computer equipment and storage medium

A technology of intelligent allocation and customer service, applied in computing, semantic analysis, special data processing applications, etc., can solve problems such as poor user experience and long time spent by users

Pending Publication Date: 2021-04-09
PINGAN PUHUI ENTERPRISE MANAGEMENT CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, in the actual use process, it often takes a lot of time for the user to answer a question from the AI ​​customer service to the human customer service, and the user experience is poor.

Method used

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  • Customer service intelligent distribution method and device, computer equipment and storage medium
  • Customer service intelligent distribution method and device, computer equipment and storage medium
  • Customer service intelligent distribution method and device, computer equipment and storage medium

Examples

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Embodiment Construction

[0017] The following will clearly and completely describe the technical solutions in the embodiments of the present application with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0018] The flow charts shown in the drawings are just illustrations, and do not necessarily include all contents and operations / steps, nor must they be performed in the order described. For example, some operations / steps can be decomposed, combined or partly combined, so the actual order of execution may be changed according to the actual situation.

[0019] It should be understood that the terms used in the specification of this application are for the purpose of ...

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PUM

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Abstract

The invention relates to the field of business process optimization, and discloses a customer service intelligent distribution method and device, computer equipment and a storage medium, and the method comprises the steps: receiving a session message sent by a user, carrying out the scene analysis of the session message, and determining whether the session message is related to a current service scene or not; when the session message is related to the current service scene, performing semantic analysis on the session message to obtain a session meaning corresponding to the session message; determining whether customer service data corresponding to the session meaning exists in a database of the intelligent customer service or not based on the session meaning; if the customer service data corresponding to the session meaning does not exist in the database of the intelligent customer service, allocating the session message to the manual customer service; and if the customer service data corresponding to the session meaning exists in the database of the intelligent customer service, allocating the session message to the intelligent customer service. The corresponding customer service type is selected according to the session of the user, the user time is saved, and the user experience is improved.

Description

technical field [0001] The present application relates to the technical field of process optimization, and in particular to a customer service intelligent distribution method, device, computer equipment and storage medium. Background technique [0002] With the rapid development of the Internet, a large number of businesses have begun to be processed online, and users can handle related businesses without leaving home. In order to solve various problems of users during the process of handling business and improve the experience of users handling online business, a large number of online customer service is currently set up to answer users' questions. The online customer service includes manual customer service and AI customer service. When receiving the user's conversation, the AI ​​customer service will first answer the user's questions. When the user thinks that the AI ​​customer service cannot answer their own questions, they can choose to switch to the manual customer se...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F40/30
CPCG06F16/3329G06F40/30
Inventor 陈优优
Owner PINGAN PUHUI ENTERPRISE MANAGEMENT CO LTD