Customer portrait-based inquiry question processing method, apparatus and device, and medium

Abstract

The invention relates to the field of artificial intelligence, in particular to a customer portrait-based inquiry question processing method, apparatus and device, and a medium in the field of classification. The method comprises the following steps: acquiring customer information, and performing semantic analysis on the customer information to obtain information keywords; crawling a client first-level label representing client behavior information and basic information through network data; and inputting the inquiry keyword and the customer first-level label into a customer portrait model for analysis, generating a customer portrait, and obtaining a customer second-level label. The information processing suggestions are generated through the customer portraits and based on the customer secondary labels, so that information processing personnel can more comprehensively and quickly know information such as personalities, hobbies, educational background and potential demands of customers, more accurately grasp the demands of the customer work orders, accelerate the speed of processing the work orders, shorten the time efficiency of processing the work orders, reduce the time for calling back the customer and analyzing the problem, can improve the customer satisfaction and can save the labor cost.

Description

technical field [0001] The present invention relates to the field of artificial intelligence, in particular to a method, device, equipment and medium for dealing with complaints based on customer portraits in the field of classification. Background technique [0002] With the rapid development of network technology, the way of handling business online is becoming more and more popular. When handling business online, customers usually make telephone consultations on customer service attitudes, business expenses and other issues. If the response or processing results are not satisfactory, they will further consult with the higher-level supervisory department. The existing processing method is to enter the customer's appeal into the consultation work order system in the form of a work order through the agent. Typically customer tickets are processed through these two main steps: [0003] 1. Understand the work order to be processed according to the content, urgency, business ...

AI Technical Summary

Problems solved by technology

[0005] Due to differences in the understanding of the agents, the quality of the entered work orders is uneven, and the work orders often do not accurately reflect the customer's demands. In addition, the counselors usually do not understand the specific situation of the customer, and there is no guidance to return to the customer , the result of work order processing is likely to cause a relatively poor experience for customers, and waste a lot of manpower and time to analyze problems and return to customers

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