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Customer service matching method and related equipment

A matching method and customer service technology, which is applied in customer relationship, neural learning method, biological neural network model, etc., can solve the problems of low utilization efficiency of communication resources and low efficiency of customer service, so as to reduce the probability of secondary customer service allocation and guarantee The effect of customer service quality and utilization rate improvement

Inactive Publication Date: 2022-01-07
深圳市一号互联科技有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The embodiment of this application proposes a customer service matching method and related equipment to solve the problems of low customer service efficiency and low utilization efficiency of communication resources in the prior art due to random allocation of customer service

Method used

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  • Customer service matching method and related equipment
  • Customer service matching method and related equipment
  • Customer service matching method and related equipment

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Embodiment Construction

[0025] Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this application will be thorough and complete, and will fully convey the concepts of example embodiments to those skilled in the art.

[0026] Furthermore, the described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided in order to give a thorough understanding of the embodiments of the application. However, those skilled in the art will appreciate that the technical solutions of the present application may be practiced without one or more of the specific details, or other methods, components, devices, steps, etc. may be employed. In other instances, well-known methods,...

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Abstract

The invention relates to the field of artificial intelligence, and discloses a customer service matching method and related equipment. The method comprises: acquiring customer service record data of a target user, wherein the customer service record data comprises a first text record and a second text record in providing multiple customer service for the target customer; enabling the deep learning model to perform matching degree parameter prediction according to the first text record and the second text record in the same customer service to obtain a matching degree parameter of the corresponding customer service, wherein the matching degree parameter is used for indicating the matching degree between the target user and the customer service providing the corresponding customer service; and determining a target customer service matched with the target user according to the matching degree parameter corresponding to each customer service in the multiple customer services. According to the scheme, the matching degree between the target user and the target customer service in the service process of the customer service can be ensured, and the service efficiency of the customer service and the utilization rate of communication resources can be improved.

Description

technical field [0001] The present application relates to the technical field of artificial intelligence, and more specifically, to a customer service matching method and related equipment. Background technique [0002] In related technologies, generally after a user initiates a customer service request, the customer service system randomly selects a customer service that is currently available to provide customer service to provide customer service to the user. There are many cases of matching. If the customer service does not match the user, for example, the customer service cannot solve the user's problem. In this case, in order to ensure the effectiveness of the customer service service, a second customer service assignment is required. Since it takes a long time to allocate customer service for the second time, and the time for users to wait for customer service is also long, on the one hand, the efficiency of customer service is low; The utilization efficiency is low....

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/33G06F16/35G06Q30/00G06N3/04G06N3/08
CPCG06F16/3329G06F16/3343G06F16/35G06Q30/01G06N3/08G06N3/045
Inventor 周柳阳蒋林林
Owner 深圳市一号互联科技有限公司
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