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Method for screening repeated visitors of robot customer service system

A customer service system and robot technology, which is applied in the field of screening repeated visitors of the robot customer service system, can solve problems such as repeated visitors of online robot customer service, and achieve the effects of saving server resources, improving user experience, and increasing conversion rate

Pending Publication Date: 2022-08-02
商客通尚景科技(上海)股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The present invention provides a method for screening repeated visitors in the robot customer service system to solve the situation of repeated visitors in the robot customer service system

Method used

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  • Method for screening repeated visitors of robot customer service system
  • Method for screening repeated visitors of robot customer service system
  • Method for screening repeated visitors of robot customer service system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0085] A method of screening repeat visitors to a robotic customer service system, including:

[0086] When the robot customer service system receives a visitor request, it judges whether the target visitor who issued the visitor request already exists through a preset rule;

[0087] When the target visitor exists, conduct a conversation through the historical chat record of the target visitor;

[0088] When the target visitor does not exist, create a new robot client, and conduct a dialogue by setting a speech.

[0089] The working principle of the above technical solution is as follows: the main purpose of the present invention is to prevent repeated visitors. We can imagine that in the process of chatting with the robot customer service, for the same user, we record his identity information, device information, IP addresses, etc., must be a process of repeatedly wasting computing resources. Therefore, for visitors, we can find that if a visitor who appears repeatedly, as l...

Embodiment 2

[0098] Preferably, the preset judgment rules include website judgment rules and IP judgment rules; wherein,

[0099] The website determination rule includes the following execution process:

[0100] A first time range is preset, and within the first time range, it is determined whether the visitors of the same website within the first time range are the same device code;

[0101] When it is the same device code, the target visitor already exists;

[0102] When it is not the same device code, the target visitor does not exist;

[0103] The IP judgment rule includes the following execution flow:

[0104] When the second time range is preset, within the second time range, determine whether the visitors of the same browser within the second time range have the same IP address

[0105] When it is the same IP address, the target visitor already exists;

[0106] When not the same IP address, the target visitor does not exist.

[0107] The working principle of the above technical...

Embodiment 3

[0110] Preferably, the method further includes:

[0111] According to the visitor request, the robot customer service system collects the visitor information and determines the visitor information; wherein,

[0112] The visitor information includes: device type, device code, IP address, website, browser;

[0113] generating a visitor record according to the visitor information, and establishing an associated database for different visitors according to the visitor record;

[0114] establishing identification marks of different visitors according to the association database;

[0115] According to the identification mark, construct the link drive of the association database; wherein,

[0116] When the link driver is activated by the corresponding visitor, it calls out the visitor record of the corresponding visitor, and sets the called data in the buffer area.

[0117] The working principle of the above technical solution is as follows: when the present invention collects vis...

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Abstract

The invention provides a method for screening repeated visitors of a robot customer service system. When the robot customer service system receives a visitor request, judging whether a target visitor sending the visitor request exists or not through a preset rule; when the target visitor exists, conversation is carried out through the historical chatting record of the target visitor; and when the target visitor does not exist, creating a new robot customer, and carrying out conversation through a set verbal skill. The method has the beneficial effects that the existing information can be flexibly used to conveniently and quickly screen out the repeated visitors. According to the method and the system, the problem that the server side repeatedly creates a new customer, a new contact way and the like when the online robot customer service system is used is solved, and server side resources are saved. According to the invention, the user can check the historical chat record, and the user experience is well improved. According to the invention, robot system visitors can be effectively managed, and the conversion rate of effective clients is improved.

Description

technical field [0001] The invention relates to the technical field of customer service dialogue, in particular to a method for screening repeated visitors of a robot customer service system. Background technique [0002] At present, when using an online robot customer service system through a web page on a computer or mobile terminal, an online robot is generally used to conduct customer service conversations for visitors, and then human assistance is added to deal with some things that the robot cannot understand. However, we may encounter the situation that the device type, device code, network segment and other information used by the current visitor to access are consistent with the access record information in the server. We can use this information to identify whether the current new visitor already exists, so that It is possible to preload historical chat records and more flexible preset speech scenarios to better improve the experience of visitors. Based on such com...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/33G06F16/35G06F16/9537G06F40/186G06F40/30
CPCG06F16/3329G06F16/332G06F16/35G06F16/9537G06F40/30G06F16/3343G06F40/186
Inventor 赵军平
Owner 商客通尚景科技(上海)股份有限公司
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