Online customer service response method, device and equipment and computer storage medium

A computer program and customer service technology, applied in the field of customer service intelligent service, can solve problems such as low inquiry efficiency, reduce the number of interactions, improve inquiry efficiency, and improve user satisfaction.

Pending Publication Date: 2022-03-25
SOUNDAI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Therefore, if the user has multiple inquiry information to inquire, the user needs to inquire multiple times and interact with the customer service robot many times, which leads to low inquiry efficiency

Method used

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  • Online customer service response method, device and equipment and computer storage medium
  • Online customer service response method, device and equipment and computer storage medium
  • Online customer service response method, device and equipment and computer storage medium

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Embodiment Construction

[0038] The characteristics and exemplary embodiments of various aspects of the application will be described in detail below. In order to make the purpose, technical solution and advantages of the application clearer, the application will be further described in detail below in conjunction with the accompanying drawings and specific embodiments. It should be understood that the specific embodiments described here are only intended to explain the present application rather than limit the present application. It will be apparent to one skilled in the art that the present application may be practiced without some of these specific details. The following description of the embodiments is only to provide a better understanding of the present application by showing examples of the present application.

[0039] It should be noted that in this article, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and d...

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Abstract

The invention discloses an online customer service response method, device and equipment and a computer storage medium. The method comprises the following steps: receiving first inquiry information; determining a first inquiry information group where the first inquiry information is located from at least one preset inquiry information group; the preset inquiry information group is determined by relevance among multiple pieces of inquiry information in multiple inquiry information sets; the inquiry information in each inquiry information set is a plurality of pieces of inquiry information proposed by the same user in one customer service; and responding to the inquiry information in the first inquiry information group. Through the method and the device, the number of times of interaction between the user and the customer service robot can be effectively reduced, so that the inquiry efficiency is improved, and the user satisfaction is improved.

Description

technical field [0001] The application belongs to the field of customer service intelligent services, and in particular relates to an online customer service answering method, device, equipment and computer storage medium. Background technique [0002] In the customer service system, in order to reduce the operating cost of manual customer service, an intelligent customer service robot usually replaces the manual customer service to provide services to users and conduct intelligent interaction with users. [0003] Intelligent customer service is actually applied in business scenarios. When communicating with users, the customer service robot receives user inquiry information for identification, and responds to user inquiry information after making intent matching for user inquiry information. During the inquiry period, the user can also choose to be answered online by a human customer service. [0004] However, in the existing customer service system, the customer service r...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06Q30/00
CPCG06F16/3329G06Q30/016
Inventor 李良斌陈孝良
Owner SOUNDAI TECH CO LTD
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