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Service method, device and system, equipment and storage medium

A service method and answer technology, applied in the field of communication, can solve problems such as poor experience and low efficiency in solving user problems

Pending Publication Date: 2021-06-04
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The above two service modes, the self-built agent mode and the physical robot mode, are relatively inefficient in solving user problems and the experience is not good

Method used

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  • Service method, device and system, equipment and storage medium
  • Service method, device and system, equipment and storage medium
  • Service method, device and system, equipment and storage medium

Examples

Experimental program
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Embodiment Construction

[0063] In order to make the purpose, technical solution and advantages of the application clearer, the embodiments of the application will be described in detail below in conjunction with the accompanying drawings. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined arbitrarily with each other.

[0064] The steps shown in the flowcharts of the figures may be performed in a computer system, such as a set of computer-executable instructions. Also, although a logical order is shown in the flowcharts, in some cases the steps shown or described may be performed in an order different from that shown or described herein.

[0065] The self-built agent mode in the service mode in the related technology needs to recruit operator, the operator needs to undergo professional training, and needs the office space and corresponding equipment of the agent; the physical robot mode in the service mode...

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PUM

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Abstract

The invention provides a service method, device and system, equipment and a storage medium, and the method comprises the steps that: a user side obtains a target question proposed by a user, and sends the target question to a background side; the background end inquires a corresponding target answer based on the target question under the condition that the background end judges that the target question does not need to be answered by the seat based on the question rule; the background side sends the target answer to the user side under the condition that the background side judges that the target question does not need to be answered by the seat based on the target answer; under the condition that the background end judges that the target question needs to be answered by the seat based on the target answer, the seat answer provided by the seat for the target question is obtained, and the seat answer is fed back to the user end, wherein the seat answer or the target answer comprises at least one of a rich text answer and a voice answer, and an action answer; the user side displays the rich text answer; and the user side instructs the virtual service robot to display the voice answer and the action answer.

Description

technical field [0001] The present application relates to the technical field of communication, and specifically relates to a service method, device, system, equipment and storage medium. Background technique [0002] The contact center is also called the customer service center. It makes full use of modern communication and computer technologies, such as (computer telephone integration, Computer telephone integration, CTI), interactive voice response Interactive (voiceresponse, IVR), automatic call distribution (Automatic call distribution, ACD), etc., a complete integrated information service system connected to the enterprise, can automatically and flexibly handle a large number of different incoming and outgoing calls. The contact center is not only a service layer added by the enterprise on the outermost layer. In addition to serving external customers, it also plays a very important role in unified coordination and improvement for the image, management, service, schedu...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/9032G06F16/9038G06Q30/00G06Q50/10
CPCG06F16/90332G06F16/9038G06Q30/01G06Q50/10G06F16/9032G06Q30/00H04L51/02
Inventor 杜学明
Owner ZTE CORP