Online customer service instant chat system and method

Abstract

The invention relates to an online customer service instant chat system and method. The method comprises the following steps: receiving a customer service access request of a user; automatically matching answers according to the questions of the user and transmitting the answers to the user; acquiring the matching degree of the automatic response of each user, and if the single-time matching degree is lower than a single-time matching degree threshold value or the cumulative matching degree mean value from the beginning of the connection is lower than a current mean value threshold value, outputting a prompt whether to turn to manual operation or not; when the user selects to switch to manual work, adding the user into a queue; monitoring whether the user in the queue is online or not, if not, removing the user from the queue, and removing users who click to cancel the manual service from the queue; and assigning the manual customer service to users in the queue. With the method, the switching threshold value of the manual customer service is adaptively adjusted according to the idle degree of the manual customer service, so that the satisfaction degree of the customer is improved under the condition that the manual customer service is not busy, and the switching threshold value is automatically improved under the condition that the manual customer service is extremely busy, so that the busy degree of the manual customer service is reduced, and the problem of answering the customer with low matching degree is preferentially solved.

Description

technical field [0001] The invention relates to the technical field of instant chat, in particular to a system and method for online customer service instant chat. Background technique [0002] Now the diversity of feedback questions is not limited to text and voice, but also pictures and videos. For the express delivery industry, its online customer service system needs to process the feedback information from users and delivery personnel. When users and delivery personnel give feedback to the platform, simply relying on face-to-face and phone calls can no longer meet the needs of users, more pictures are used, and when the number of running men and user inquiries increases, customer service personnel often It is difficult to load, and because a large number of inquiries have low value and high repetition, the automatic reply function of online customer service can just meet this demand. [0003] How to provide the rationality of switching between automatic information pr...

AI Technical Summary

Problems solved by technology

When users and delivery personnel give feedback to the platform, simply relying on face-to-face and phone calls can no longer meet the needs of users, more pictures are more, and when the number of running men and user inquiries increases, customer service personnel often It is difficult to load, and because a large number of inquiries have low value and high repetition, the automatic reply function of online customer service can just meet this demand

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