Supercharge Your Innovation With Domain-Expert AI Agents!

Case allocation method and device based on natural language processing, equipment and medium

A natural language processing and case technology, applied in natural language data processing, electronic digital data processing, instruments, etc., can solve problems such as poor user experience, inability to exert work efficiency, and uneven workload of manual customer service, and improve processing efficiency. , the effect of improving the accuracy

Pending Publication Date: 2022-01-14
PINGAN INT SMART CITY TECH CO LTD
View PDF0 Cites 2 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Random allocation can easily lead to uneven workload of manual customer service, which cannot fully exert the overall work efficiency
And may be randomly assigned to unfamiliar human customer service, resulting in poor user experience

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Case allocation method and device based on natural language processing, equipment and medium
  • Case allocation method and device based on natural language processing, equipment and medium
  • Case allocation method and device based on natural language processing, equipment and medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0025] In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiment of the application will be clearly and completely described below in conjunction with the accompanying drawings in the embodiment of the application. Obviously, the described embodiment is only It is a part of the embodiments of this application, not all of them. According to the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0026] The terms "first", "second" and the like in the specification and claims of the present application and the above drawings are used to distinguish different objects, rather than to describe a specific order. Furthermore, the terms "include" and "have", as well as any variations thereof, are intended to cover a non-exclusive inclusion. For example, a pro...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

The invention relates to the technical field of artificial intelligence, and provides a case allocation method based on natural language processing and a related device. The method comprises the steps: if a to-be-allocated case meets a triggering condition, obtaining text data and a service type corresponding to the to-be-allocated case and target user information; obtaining a to-do list corresponding to the text data and a service subtype and a processing level of the to-do list based on a natural language processing model corresponding to the service type; if the case record of the to-do list exists in the target user information, searching customer service information of historical customer service corresponding to a to-be-allocated case from a pre-stored customer service information set; based on the customer service information, the service sub-type and the processing level of the historical customer service, searching a target customer service from the customer service except the historical customer service; and sending the to-be-allocated case to the target customer service based on the to-do list. According to the invention, the case allocation accuracy and processing efficiency can be improved.

Description

technical field [0001] This application relates to the technical field of artificial intelligence, and mainly relates to a case assignment method, device, equipment and medium based on natural language processing. Background technique [0002] With the rapid development of the Internet and the improvement of people's service awareness, online customer service has been deployed in the corresponding applications of all walks of life. Online customer service includes intelligent customer service and manual customer service. The intelligent customer service automatically replies based on pre-entered corpus and frequently asked questions, and involves some guidance functions. However, there are some problems in real life (for example, complaints or problems in complex situations, etc.), which need to be handled by manual customer service. [0003] At present, the dispatching method of manual customer service usually adopts a random assignment method. Random allocation can easi...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Applications(China)
IPC IPC(8): G06F40/289G06F40/216
CPCG06F40/289G06F40/216
Inventor 王维
Owner PINGAN INT SMART CITY TECH CO LTD
Features
  • R&D
  • Intellectual Property
  • Life Sciences
  • Materials
  • Tech Scout
Why Patsnap Eureka
  • Unparalleled Data Quality
  • Higher Quality Content
  • 60% Fewer Hallucinations
Social media
Patsnap Eureka Blog
Learn More

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2025 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com