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Automatic order recording and intelligent order sending method of customer service system

A customer service system and intelligent technology, applied in character and pattern recognition, natural language data processing, instruments, etc., can solve problems such as category limitation, high difficulty of manual order dispatching, and low efficiency of order recording, and achieve sufficient prediction conditions and follow-up quality. The effect of checking convenience and improving filling quality

Pending Publication Date: 2022-04-29
广西壮族自治区公众信息产业有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In actual work, there are the following problems: (1) There are limitations in relying on manual and keyword determination of problem categories, the accuracy of automatic identification and distribution is low, and manual dispatching is difficult; (2) The content of customer complaint work orders is manually recorded item by item (3) The existing technology captures key words in the voice transcription data to judge dispatching orders, and there are flaws in the existing technology. When the transcription is inaccurate and the keywords are vague, etc., it will cause wrong dispatching.
However, when the manual classification judgment is wrong, there will be misdispatch, and the experience requirements of customer service personnel are relatively high

Method used

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  • Automatic order recording and intelligent order sending method of customer service system
  • Automatic order recording and intelligent order sending method of customer service system
  • Automatic order recording and intelligent order sending method of customer service system

Examples

Experimental program
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Effect test

Embodiment 1

[0056] A method for automatically recording orders and intelligently dispatching orders in a customer service system, comprising:

[0057] Step 1. Obtain dialogue interaction text data;

[0058] Step 2. Extracting and synthesizing data associated with the entry through the intelligent entry-entry association algorithm model;

[0059] Step 3. Automatically fill in work order content items;

[0060] Step 4. Check the content of the work order and make optimization and supplementary adjustments;

[0061] Step 5. Work order submission and generation;

[0062] Step 6. The work order is entered into the intelligent dispatch order recognition algorithm model, and the work order processing category data is calculated and output;

[0063] Step 7: Enter the work order processing category data into the smart dispatch model for automatic dispatch.

Embodiment 2

[0065] A method for automatically recording orders and intelligently dispatching orders in a customer service system, comprising:

[0066] Step 1. Obtain dialogue interaction text data;

[0067] Specifically: the system obtains the text data of the dialogue between the user of the proposed work order and the customer service agent, the voice access user, obtains the text data after real-time voice transcription, and the online customer service obtains the dialogue text data;

[0068] Step 2. Extracting and synthesizing data associated with the entry through the intelligent entry-entry association algorithm model;

[0069] Specifically: input the dialogue text data obtained in step 1 into the intelligent record-recording association algorithm model, and extract and synthesize the record-recording associated data; the extraction of associated data includes but is not limited to: "customer name, contact number, province, writing card Channel number, access method, product, order...

Embodiment 3

[0081] Step 1. Obtain dialogue interaction text data;

[0082] Step 2. Extracting and synthesizing data associated with the entry through the intelligent entry-entry association algorithm model;

[0083] The process of the intelligent recording list association algorithm model includes:

[0084] 21) Perform data cleaning on historical work order data, select a sufficient number of standard samples to form a historical sample set;

[0085] 22) Use natural language processing technology to process work order data, segment unstructured text, calculate word frequency and form word vectors;

[0086] 23) For the work order samples that have formed word vectors and formatted, use machine learning algorithms to classify and train products, purchase channels, problem descriptions, user appeals and other information. After multiple trainings and optimizations, the standardized record classification is finally obtained template;

[0087] 24) When there is a new customer consultation, ...

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Abstract

The invention discloses an automatic order recording and intelligent order sending method for a customer service system. The method comprises the following steps: step 1, obtaining dialogue interaction text data; 2, extracting and synthesizing record association data through an intelligent record association algorithm model; step 3, automatically filling in work order content items; 4, checking the content of the work order, and carrying out optimization and supplementary adjustment; 5, submitting and generating a work order; step 6, inputting the work order into the intelligent order sending identification algorithm model, and calculating and outputting work order processing category data; and 7, inputting the work order processing category data into the intelligent order dispatching model for automatic order dispatching. The method is based on a multi-algorithm model, a stable and easy-to-use data model is formed through training of a problem classification identification model, and rapid and automatic distribution of the customer service work order is effectively realized.

Description

technical field [0001] The invention belongs to the technical field of text mining and analysis of a customer service system, and in particular relates to a method for automatically recording and intelligently dispatching orders in a customer service system. Background technique [0002] If the customer service agent cannot provide a solution in the first place when dealing with customer inquiries, he needs to enter the work order and then upgrade to the second-line personnel, classify the work order, and send the order to the corresponding responsible department and co-organizing department. [0003] In actual work, there are the following problems: (1) There are limitations in relying on manual and keyword determination of problem categories, the accuracy of automatic identification and distribution is low, and manual dispatching is difficult; (2) The content of customer complaint work orders is manually recorded item by item (3) The existing technology has defects in grab...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q30/06G06F40/242G06F40/289G06K9/62
CPCG06Q10/06311G06Q30/0613G06F40/289G06F40/242G06F18/23G06F18/22G06F18/24G06F18/214
Inventor 黄家亮马雪林刘天剑黄尧郭勇
Owner 广西壮族自治区公众信息产业有限公司
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