Sales assistance apparatus based on customer behavior paths

Abstract

This invention provides a sales assistance device based on customer behavior paths, including a central processing unit, a storage component, a data input interface component, a timing organization component, a structured path generation component, a stage analysis component, a strategy generation component, and a communication output interface component. These components interact via a system bus. The data input interface component receives customer behavior data from multiple sales interaction channels; the timing organization component generates raw interaction behavior sequences; the structured path generation component forms structured behavior path data; the stage analysis component outputs sales stage information; the strategy generation component generates sales assistance strategy data; and the communication output interface component sends the strategy data to the sales terminal device to improve the efficiency of sales data processing and strategy output.

Claims

1. A sales assistance device based on customer behavior paths, wherein, include: A central processing unit; a storage component connected to the central processing unit; A data input interface component, communicatively connected to the central processing unit (CPU), is used to receive customer behavior data from multiple sales interaction channels; a time-series processing component, connected to the CPU, is used to arrange the customer behavior data in chronological order and generate an original interaction behavior sequence; a structured path generation component, connected to the time-series processing component, is used to perform feature vector construction processing on the original interaction behavior sequence to form structured behavior path data; a stage analysis component, connected to the structured path generation component, is used to output corresponding sales stage information based on the structured behavior path data; a strategy generation component, connected to the stage analysis component, is used to generate sales assistance strategy data based on the sales stage information; and a communication output interface component, connected to the strategy generation component, is used to send the sales assistance strategy data to a sales terminal device; wherein the CPU, storage component, data input interface component, time-series processing component, structured path generation component, stage analysis component, and strategy generation component interact via a system bus.

2. The sales support device as described in claim 1, wherein, The data input interface component includes at least one network communication interface and at least one data acquisition interface, used to receive voice call data, online chat data, email data, and customer operation behavior log data, respectively.

3. The sales support device as described in claim 1, wherein, The storage component is internally divided into multiple storage areas, including: a first storage area for storing customer sales interaction data; a second storage area for storing raw interaction behavior sequence data; and a third storage area for storing structured behavior path data.

4. The sales support device as described in claim 1, wherein, The time-series processing component is used to sort the customer behavior data by timestamp and generate the original interaction behavior sequence data according to a preset time window.

5. The sales support device as described in claim 1, wherein, The structured path generation component is used to construct the structured behavioral path data based on at least three of the following features: behavioral event type features, content theme features, sentiment tendency features, and customer responsiveness features.

6. The sales support device as described in claim 1, wherein, The stage analysis component includes a stage determination submodule and a stage transition constraint submodule. The stage transition constraint submodule is used to check the legality of the stage determination results.

7. The sales support device as described in claim 6, wherein, The stage transition constraint submodule has a stage transition matrix storage area inside, which is used to store the allowed transition relationships between different sales stages.

8. The sales support device as described in claim 1, wherein, The strategy generation component includes an abnormal signal detection sub-module, used to detect at least one abnormal state among silence duration exceeding a threshold, continuous decrease in responsiveness, or continuous negative sentiment.

9. The sales support device as described in claim 1, wherein, The strategy generation component is connected to a strategy knowledge base storage area, which is used to store sales assistance strategy templates corresponding to different sales stages.

10. The sales support device as described in claim 1, wherein, The communication output interface component includes at least one of a wired network interface or a wireless communication interface.

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