Artificial customer service and machine customer service combined processing method and system
A technology of manual customer service and customer service, applied in transmission systems, data processing applications, electronic digital data processing, etc., can solve problems such as inability to meet user needs, defects in manual customer service and machine customer service, and achieve the effect of improving satisfaction
Pending Publication Date: 2022-03-15
深圳市一号互联科技有限公司
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[0005] The embodiment of the present application provides a combined processing method and system of human customer service and machine customer service, so as to at least solve the problem in the prior art that both human customer service and machine customer service have defects when providing services to users and cannot meet the needs of users
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[0020] It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other. The present application will be described in detail below with reference to the accompanying drawings and embodiments.
[0021] It should be noted that the steps shown in the flowcharts of the accompanying drawings may be performed in a computer system, such as a set of computer-executable instructions, and that although a logical order is shown in the flowcharts, in some cases, The steps shown or described may be performed in an order different than here.
[0022] In this embodiment, a framework of a customer service system is provided, figure 1 It is a schematic diagram of the functional modules of the customer service system architecture according to the embodiment of the application, such as figure 1 As shown, the system includes the following functional units or functional modules. Among them, the thr...
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The invention discloses an artificial customer service and machine customer service combined processing method and system. The method comprises the following steps: receiving a first request message of introducing a machine customer service initiated by an artificial customer service in a process of processing a user problem; in response to the first request message, displaying a machine customer service interface and monitoring communication information between the manual customer service and the user through the machine customer; according to the communication information, obtaining data of problems involved in the communication information through the machine customer service; displaying data of the question through the machine client interface; receiving confirmation information of the manual customer service for the data of the question; and sending the data to the user according to the confirmation information. According to the method and the device, the problem that in the prior art, manual customer service and machine customer service both have defects when providing services for the user, so that the requirements of the user cannot be met is solved, the advantages of the manual customer service and the machine customer service are fused, and the satisfaction degree of the user is improved to a certain extent.
Description
technical field [0001] This application relates to the field of customer service data processing, and specifically relates to a combined processing method and system for manual customer service and machine customer service. Background technique [0002] In the prior art, manual work is used to deal with user problems, but for manual customer service, user satisfaction depends on the ability of customer service personnel. Although customer service personnel have been trained, the ability of different customer service personnel There are still differences. For some customer service personnel, if they cannot answer the user's questions in a timely manner, it will lead to user dissatisfaction. [0003] In the prior art, automatic customer service (also called robot or machine customer service) is also used. The automatic customer service can search for the answer according to the pre-configured rules according to the content input by the user. For complicated questions, automat...
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IPC IPC(8): G06F16/332G06F16/338H04L51/02H04L51/046G06Q30/00
CPCG06F16/3329G06Q30/016G06Q30/0601
Inventor 周柳阳蒋林林
Owner 深圳市一号互联科技有限公司