Manual customer service switching method and device, storage medium and computer equipment
A kind of artificial customer service and customer service technology, applied in computing, program control devices, semantic analysis and other directions, can solve problems affecting user experience, problems cannot be substantively solved, user problems cannot be handled well, etc., to improve user experience, The effect of avoiding complaints
Pending Publication Date: 2021-07-23
PING AN TECH (SHENZHEN) CO LTD
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Problems solved by technology
[0003] Compared with human customer service, robot customer service has the advantages of strong memory, easy expansion of knowledge points, quick response, and 24-hour uninterrupted service. Simple answers can't handle special and unexpected user problems well, which will cause users to be dissatisfied because the problems they raise cannot be substantively resolved, and affect user experience
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[0028] In order to make the purpose, technical solution and advantages of the present application clearer, the present application will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present application, and are not intended to limit the present application.
[0029] China's customer service market is dominated by human labor. As of 2018, China's customer service industry has about 5 million full-time human customer service personnel, which has caused great management and cost pressures on related companies, and robot customer service has emerged as the times require. Among them, the online Q&A robot is more widely used, which is mainly responsible for receiving customers online and answering customers' questions. However, the main function of the robot customer service is one question and one answer. Unexpected and sudden user ...
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The invention relates to the technical field of natural language processing, and discloses a manual customer service switching method and device, a storage medium and computer device. The method comprises the steps: in response to a consultation request of a user, controlling a robot customer service to complete multiple rounds of conversations with the user on a human-computer interaction interface through a text mining algorithm; extracting the dialogue information of each round of dialogue, analyzing the dialogue information, and determining an emotion index of the user in each round of dialogue according to an analysis result; evaluating a first score value of the robot customer service according to the emotion index; determining the number of special words hit by the robot customer service according to the dialogue information, and evaluating a second score value of the robot customer service according to the number of the special words; calculating a comprehensive score value according to the first score value and the second score value, and when it is determined that the comprehensive score value is lower than a preset score value, switching the current dialogue node to an artificial customer service channel, so that the emotional state of the user is detected in time, the current dialogue node is switched to the artificial customer service channel in time, and the user experience is improved.
Description
technical field [0001] The present application relates to the technical field of natural language processing, in particular to a manual customer service switching method, device, storage medium and computer equipment. Background technique [0002] With the continuous growth of mobile Internet users, more and more companies have launched intelligent customer service systems. Through the combination of robot customer service and manual customer service, work efficiency is improved and user service experience is improved. [0003] Compared with human customer service, robot customer service has the advantages of strong memory, easy expansion of knowledge points, quick response, and 24-hour uninterrupted service. Simple answers cannot handle special and sudden user problems well, which will cause users to be dissatisfied because the problems raised cannot be substantively resolved, and affect user experience. Contents of the invention [0004] The main purpose of this applica...
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IPC IPC(8): G06F9/451G06F16/33G06F16/332G06F40/289G06F40/30
CPCG06F16/3329G06F16/3344G06F40/30G06F40/289G06F9/451
Inventor 苏雪琦王健宗程宁
Owner PING AN TECH (SHENZHEN) CO LTD
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