Customer service recommendation method and device, electronic equipment and readable storage medium
A recommendation method and customer service technology, applied in the direction of electrical digital data processing, instruments, computer components, etc., can solve the problem of unfavorable utilization of consulting customer service resources, waste of time and customer service resources in transferring orders and re-queuing, and inability of consulting customer service to know, etc. problem, to achieve the effect of reducing transfer orders and improving customer service consultation experience
Pending Publication Date: 2022-02-11
浙江诺诺网络科技有限公司
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Problems solved by technology
It makes it impossible for the consulting customer service to know the field of consultation, and the user cannot fail to understand the areas of expertise of the consulting customer service. Affect the user's consultation experience
[0003] It should be noted that because the questions that are consulted involve strong professionalism, and the stronger the professionalism, it will subdivide many question categories that look very close to each other and have huge differences in reality, and it is difficult for these question categories to be composed of a few words. Labels allow users to choose, because it is often difficult for users who initiate consultations with customer service to classify the questions they want to consult according to these category labels, so that the problems of transferring orders and re-queuing still exist
Method used
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Embodiment Construction
[0058] The core of the present application is to provide a service deployment method, system, device and computer-readable storage medium in a cloud environment.
[0059]In order to make the purposes, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments It is a part of the embodiments of this application, not all of them. Based on 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.
[0060] See figure 1 , figure 1 It is a flow chart of a customer service recommendation method provided in the embodiment of this application, wherein the process 100 includes the following...
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The invention discloses a customer service recommendation method and device, electronic equipment and a readable storage medium, and the method comprises the steps of obtaining historical consultation data from a historical consultation session with a customer service according to a received customer service consultation request; inputting the historical consultation data into a preset consultation question classification model, wherein the consultation question classification model is used for representing a corresponding relationship between different historical consultation data and a question category to which the historical consultation data belong; receiving a target question category output by the consultation question classification model; and putting the customer service consultation request into a target customer service consultation queue corresponding to the target question category. According to the method, the category of the target question of the customer service consultation initiated by the user at this time can be efficiently and accurately identified under the condition that the user does not need to actively input any selection information, so that the user can queue in the customer service queue of the corresponding category, the probability of order transfer and re-queuing is reduced, and the customer service consultation experience of the user is improved.
Description
technical field [0001] The present application relates to the technical field of data classification, and in particular to a customer service recommendation method, device, electronic equipment, and computer-readable storage medium. Background technique [0002] In a customer service system with strong professionalism in consultation issues (such as proprietary customer service in the financial and taxation field), if a user needs manual service, the system often divides the consultation user into a queue of random customer service by randomly assigning orders, and the consultation user can only Passively received orders by manual customer service through queuing. It makes it impossible for the consulting customer service to know the field of consultation, and the user cannot fail to understand the areas of expertise of the consulting customer service. Affect the user's consulting experience. [0003] It should be noted that because the questions that are consulted involve...
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IPC IPC(8): G06F16/9535G06V10/774G06V30/41G06K9/62G06Q30/00
CPCG06F16/9535G06Q30/016G06F18/214
Inventor 王福元郭帅
Owner 浙江诺诺网络科技有限公司