Intelligent customer service system

Abstract

The invention provides an intelligent customer service system. The intelligent customer service system comprises a database, a man-machine interface module, a high frequency problem module, a problemanalysis module, a new problem recording module, a background management module and a switching module, wherein the man-machine interface module receives a service session request of a user and creates a user service module for the user; the high frequency problem module enable the high frequency problems to be displayed in the user service module for the user to select after creation of the userservice module; the problem analysis module matches the database, displays the matched data in the user service module; the new problem recording module extracts keywords from the problems that the problem analysis module does not match the database and records according to the number of times, and when the recorded number of times exceeds the preset value, a prompt is emitted; after the background management module receives the prompt of the new problem recording module, and a manager inputs the related topic data into the database through the background management module; and when the user inputs a demand for switching to staff service, the switching module switches the user service session to the staff service. The intelligent customer service system can improve the communication efficiency between the customer and the customer service during the using process.

Description

technical field

[0001] The invention relates to an intelligent customer service system, which includes a database, a man-machine interface module, a high-frequency problem module, a problem analysis module, a new problem recording module, a background management module and a switching module. Background technique

[0002] As a bridge between merchants and users, the customer service system plays a key role. However, the current customer service system has cumbersome communication problems when communicating with users. It requires users to listen to electronic voices for a long time before they can understand what operations need to be performed. Users only call customer service to communicate when they encounter problems. Users are in the stage of emotional agitation, depression or irritability, so they need to wait for a long time, which is more likely to cause some negative emotions and affect the communication between users and customer service. Lead to poor communicatio...

Examples

Embodiment Construction

[0014] In order to make the purpose, technical solution and advantages of the present invention clearer, more technical details of the present invention will be described in detail below with specific examples.

[0015] Such as figure 1 As shown, the intelligent customer service system of this embodiment includes a database, a man-machine interface module, a high-frequency problem module, a problem analysis module, a new problem record module, a background management module, a switching module and a scoring module, wherein,

[0016] The database is connected to the background management module, and it stores conversation theme data. The database implemented in this implementation is made by sorting out the conversation records of excellent customer service or sales personnel and users.

[0017] The man-machine interface module receives the user's service session request, and creates a user service module with the user;

[0018] The high-frequency problem module is connected w...

technical field

[0001] The invention relates to an intelligent customer service system, which includes a database, a man-machine interface module, a high-frequency problem module, a problem analysis module, a new problem recording module, a background management module and a switching module. Background technique

[0002] As a bridge between merchants and users, the customer service system plays a key role. However, the current customer service system has cumbersome communication problems when communicating with users. It requires users to listen to electronic voices for a long time before they can understand what operations need to be performed. Users only call customer service to communicate when they encounter problems. Users are in the stage of emotional agitation, depression or irritability, so they need to wait for a long time, which is more likely to cause some negative emotions and affect the communication between users and customer service. Lead to poor communicatio...

Examples

Embodiment Construction

[0014] In order to make the purpose, technical solution and advantages of the present invention clearer, more technical details of the present invention will be described in detail below with specific examples.

[0015] Such as figure 1 As shown, the intelligent customer service system of this embodiment includes a database, a man-machine interface module, a high-frequency problem module, a problem analysis module, a new problem record module, a background management module, a switching module and a scoring module, wherein,

[0016] The database is connected to the background management module, and it stores conversation theme data. The database implemented in this implementation is made by sorting out the conversation records of excellent customer service or sales personnel and users.

[0017] The man-machine interface module receives the user's service session request, and creates a user service module with the user;

[0018] The high-frequency problem module is connected w...

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