Customer service answering method, system, device, computer equipment and storage medium

Abstract

The present application relates to a customer service answering method, system, device, computer equipment, storage medium and computer program product, and relates to the field of electronic digital data processing technology. It can be used in the field of financial technology or other related fields. The method includes: in response to a screenshot operation triggered by a user account on the product information page of a virtual product, a screenshot of the product information is generated, and a send customer service button pops up; in response to a send customer service operation triggered by a user account for the send customer service button, a first customer service request carrying a screenshot of the product information is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to answer according to the product information screenshot. With this method, the user can successfully turn on the customer service function by only triggering the screenshot operation and triggering the send customer service operation for the send customer service button. The user does not need to search for the customer service button back and forth in the product information page and click it, which helps the user to quickly turn on the customer service function.

Description

Technical Field

[0001] The present application relates to the technical field of electronic digital data processing, and in particular to a customer service response method, system, device, computer equipment, storage medium and computer program product. Background Art

[0002] With the development of Internet technology, many clients have launched virtual product purchase services. For example, in the field of financial technology, users can purchase virtual products such as financial products, fund products, and precious metal products online. When purchasing virtual products, users can open the customer service function to consult related issues of virtual products and receive corresponding response messages.

[0003] In traditional technology, users first need to find the customer service button on the product information page of the virtual product. Then the user manually clicks the customer service button to jump from the product information page to the customer service page. Then the user can ask the customer service questions about the product on the customer service page.

[0004] However, in actual scenarios, the customer service button occupies a very small area on the product information page, making it difficult for users to find the customer service button, which requires users to spend a lot of time searching the product information page to find the customer service button. This shows that using traditional technology, there is a problem that users find it difficult to quickly open the customer service function. Summary of the invention

[0005] Based on this, it is necessary to provide a customer service response method, system, device, computer equipment, computer-readable storage medium and computer program product that can help users quickly activate customer service functions in response to the above technical problems.

[0006] In a first aspect, the present application provides a customer service response method. The method is applied to a client, comprising:

[0007] In response to a screenshot operation triggered by a user account on a product information page of a virtual product, a screenshot of the product information is generated, and a send to customer service button is popped up;

[0008] In response to the send customer service operation triggered by the send customer service button in the user account, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0009] In one embodiment, the method further comprises:

[0010] In response to a customer service triggering operation performed by the user account, generating a second customer service request carrying a product identifier of the virtual product, and sending the second customer service request to the customer service end;

[0011] Receiving a set of product consulting questions returned by the customer service end in response to the second customer service request; wherein the set of product consulting questions matches the product identifier;

[0012] Obtaining a target product consulting question selected from the product consulting question set, and sending the target product consulting question to the customer service end;

[0013] Receive a response message returned by the customer service end in response to the target product consultation question.

[0014] In one embodiment, the first customer service request is a first manual customer service request; the method further includes:

[0015] Receive a customer service ID of a manual customer service sent back by the customer service end; wherein the customer service ID is received when the customer service page is closed by the client;

[0016] When the client opens the product purchase page of the virtual product, the customer service identifier is added to a customer service identifier input box in the product purchase page.

[0017] In a second aspect, the present application provides a customer service response method. The method is applied to a customer service end, and includes:

[0018] Receive a first customer service request initiated by a client; wherein the first customer service request carries a screenshot of product information of a virtual product, and the screenshot of product information is obtained by the client taking a screenshot of a product information page of the virtual product;

[0019] If the first customer service request is a first manual customer service request, the product information screenshot is displayed.

[0020] In one embodiment, the method further comprises:

[0021] receiving a second intelligent customer service request initiated by the client; wherein the second intelligent customer service request carries a product identifier of a virtual product;

[0022] In response to the second intelligent customer service request, obtaining a set of product consulting questions matching the product identifier from a preset answer knowledge base, and returning the set of product consulting questions to the client;

[0023] Receiving a target product consulting question sent by the client; wherein the target product consulting question is selected from the product consulting question set;

[0024] From the preset answer knowledge base, obtain the intelligent answer message corresponding to the target product consultation question, and return the intelligent answer message to the client.

[0025] In one embodiment, the method further comprises:

[0026] Receiving a second manual customer service request initiated by the client regarding the target product consultation issue;

[0027] In response to the second manual customer service request, obtaining and displaying product information of the virtual product according to the product identifier;

[0028] Sending a product information query request for the virtual product to a product management server, and receiving virtual product information returned by the product management server in response to the product information query request;

[0029] A manual response message determined by the virtual product information is returned to the client.

[0030] In one embodiment, the method further comprises:

[0031] After receiving a closing signal from the client to close the customer service page, the customer service ID of the manual customer service is transmitted back to the client to instruct the client to add the customer service ID to the customer service ID input box in the product purchase page when opening the product purchase page of the virtual product.

[0032] In a third aspect, the present application provides a customer service response system. The system includes a client and a customer service end;

[0033] The client is used to generate a screenshot of the product information and pop up a button to send to customer service in response to a screenshot operation triggered by a user account on a product information page of a virtual product;

[0034] The client is further configured to generate a first customer service request carrying the product information screenshot in response to a send customer service operation triggered by the user account for the send customer service button, and send the first customer service request to the customer service end;

[0035] The customer service end is used to receive a first customer service request initiated by a client, and if the first customer service request is a first manual customer service request, display the product information screenshot.

[0036] In a fourth aspect, the present application further provides a customer service answering device. The device is used in a client and includes:

[0037] An information screenshot module, used to generate a screenshot of the product information in response to a screenshot operation triggered by a user account on the product information page of a virtual product, and pop up a button to send to customer service;

[0038] A request sending module is used to generate a first customer service request carrying the product information screenshot in response to the send customer service operation triggered by the user account for the send customer service button, and send the first customer service request to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0039] In a fifth aspect, the present application also provides a customer service response device. The device is used in a customer service terminal, and includes:

[0040] A request receiving module, configured to receive a first customer service request initiated by a client; wherein the first customer service request carries a screenshot of product information of a virtual product, and the screenshot of product information is obtained by the client taking a screenshot of a product information page of the virtual product;

[0041] A screenshot display module is used to display the product information screenshot if the first customer service request is a first manual customer service request.

[0042] In a sixth aspect, the present application further provides a computer device. The computer device includes a memory and a processor, the memory stores a computer program, and the processor implements the following steps when executing the computer program:

[0043] In response to a screenshot operation triggered by a user account on a product information page of a virtual product, a screenshot of the product information is generated, and a send to customer service button is popped up;

[0044] In response to the send customer service operation triggered by the send customer service button in the user account, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0045] In a seventh aspect, the present application further provides a computer-readable storage medium. The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the following steps are implemented:

[0046] In response to a screenshot operation triggered by a user account on a product information page of a virtual product, a screenshot of the product information is generated, and a send to customer service button is popped up;

[0047] In response to the send customer service operation triggered by the send customer service button in the user account, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0048] In an eighth aspect, the present application further provides a computer program product. The computer program product includes a computer program, and when the computer program is executed by a processor, the following steps are implemented:

[0049] In response to a screenshot operation triggered by a user account on a product information page of a virtual product, a screenshot of the product information is generated, and a send to customer service button is popped up;

[0050] In response to the send customer service operation triggered by the send customer service button in the user account, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0051] The above-mentioned customer service response method, system, device, computer equipment, storage medium and computer program product, when the user account triggers the screenshot operation on the product information page of the virtual product, generates a screenshot of the product information and pops up a send customer service button. Then, when the user account triggers the send customer service operation for the send customer service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end. Then the customer service end can respond according to the product information screenshot. In this way, the user can successfully activate the customer service function by only triggering the screenshot operation and triggering the send customer service operation for the send customer service button. The user does not need to search back and forth for the customer service button in the product information page and click it, which helps the user to quickly activate the customer service function. In addition, sending the product information screenshot to the customer service end can assist the customer service end to quickly obtain the product information of the virtual product that the user wants to consult, which is beneficial to the communication efficiency between the user and the customer service. BRIEF DESCRIPTION OF THE DRAWINGS

[0052] Figure 1 An application environment diagram of a customer service response method in an embodiment;

[0053] Figure 2 A schematic diagram of a flow chart of a customer service response method in one embodiment;

[0054] Figure 3 It is a flowchart of a customer service response method in another embodiment;

[0055] Figure 4 is a structural block diagram of a customer service answering device in one embodiment;

[0056] Figure 5 It is a structural block diagram of a customer service answering device in another embodiment;

[0057] Figure 6 FIG. 4 is a diagram showing the internal structure of a computer device in one embodiment. DETAILED DESCRIPTION

[0058] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0059] The customer service response method provided in the embodiment of the present application can be applied to Figure 1 In the application environment shown in FIG. 1 , the client 102 communicates with the client 104 through a network. The client 104 includes an interactive voice response system 1042 and an artificial agent answering terminal 1044. The interactive voice response system 1042 is used to provide automatic customer service answering services, and the artificial agent answering terminal 1044 is used to provide artificial customer service answering services. Specifically, the client 102 generates a product information screenshot in response to a screenshot operation triggered by a user account on the product information page of a virtual product, and pops up a send customer service button. Then, the client 102 generates a first customer service request carrying a product information screenshot in response to a send customer service operation triggered by the user account for the send customer service button, and sends the first customer service request to the client 104. If the first customer service request is a first artificial customer service request, the artificial agent answering terminal 1044 of the client 104 displays the product information screenshot to the artificial customer service. If the first customer service request is a first intelligent customer service request, the interactive voice response system 1042 of the client 104 performs text recognition on the product information screenshot in response to the first intelligent customer service request to obtain the product information of the virtual product.

[0060] In one embodiment, Figure 2 As shown, a customer service answering method is provided, which is applied to Figure 1 The following steps are used as an example to illustrate the client:

[0061] Step S202, in response to a screenshot operation triggered by a user account on a product information page of a virtual product, a product information screenshot is generated, and a send to customer service button pops up.

[0062] The product information page of the virtual product refers to a page displayed on the client that introduces the specific information of the virtual product. The send customer service button is used to instruct the user to trigger the button identifier (eg, click the button) to send a screenshot of the product information to the customer service end.

[0063] Specifically, the user logs in with a user account on the client, and triggers a screenshot operation when the product information page of the virtual product is displayed on the client. In response to the screenshot operation, the client generates a screenshot of the product information, and a send customer service button pops up on the page displayed on the client. In one embodiment, the client generates a screenshot of the product information in response to the screenshot operation, and displays the screenshot of the product information in the lower right corner of the product information page, and a send customer service button pops up on the product information page.

[0064] Step S204, in response to the send customer service operation triggered by the user account in response to the send customer service button, a first customer service request carrying a product information screenshot is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0065] Specifically, when the user account triggers the Send Customer Service Operation for the Send Customer Service Button, for example, the user clicks the Send Customer Service Button, the client generates a first customer service request carrying a screenshot of the product information, and sends the first customer service request to the customer service end. The customer service end responds based on the screenshot of the product information. In one embodiment, if the first customer service request is a first intelligent customer service request, the interactive voice response system of the customer service end performs text recognition on the screenshot of the product information to obtain the product information of the virtual product. In this way, the interactive voice response system can quickly obtain the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the intelligent customer service. In another embodiment, if the first customer service request is a first manual customer service request, the manual agent answering end of the customer service end displays the screenshot of the product information to the manual customer service. In this way, the manual customer service can quickly obtain the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the manual customer service.

[0066] In the above-mentioned customer service response method, when the user account triggers a screenshot operation on the product information page of the virtual product, a screenshot of the product information is generated, and a Send Customer Service button pops up. Then, when the user account triggers the Send Customer Service operation for the Send Customer Service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end. The customer service end can then respond based on the product information screenshot. In this way, the user can successfully activate the customer service function by only triggering the screenshot operation and triggering the Send Customer Service operation for the Send Customer Service button. The user does not need to search back and forth for the customer service button on the product information page and click it, which helps the user to quickly activate the customer service function. In addition, sending the product information screenshot to the customer service end can assist the customer service end in quickly obtaining the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the customer service.

[0067] In one embodiment, the method further comprises the following steps:

[0068] Step S212, in response to the customer service triggering operation performed by the user account, generating a second customer service request carrying the product identifier of the virtual product, and sending the second customer service request to the customer service end;

[0069] Step S214, receiving a set of product consultation questions returned by the customer service end in response to the second customer service request;

[0070] Step S216, obtaining a target product consulting question selected from the product consulting question set, and sending the target product consulting question to the customer service end;

[0071] Step S218, receiving a response message returned by the customer service end in response to the target product consultation question.

[0072] The product consulting question set matches the product identification. In one embodiment, a knowledge base may be pre-built, and the knowledge base stores a product identification set and a product consulting question set associated with each product identification. The product identification of the virtual product may be a product code or a product name.

[0073] Specifically, when a customer service trigger operation is performed on a user account, for example, the user clicks a customer service button (such as a customer service icon) on a product information page, the client generates a second customer service request carrying a product identifier of a virtual product, and sends the second customer service request to the client. The product identifier can be extracted from the product information page. In response to the second customer service request, the client matches the product identifier with a set of product identifiers in a preset knowledge base. If the match is successful, a set of product consulting questions associated with the successfully matched product identifier is obtained, and the set of product consulting questions is returned to the client. The client displays the set of product consulting questions to the user, obtains the target product consulting question selected by the user from the set of product consulting questions, and sends the target product consulting question to the client. The client returns a response message corresponding to the target product consulting question to the client. The client receives a response message returned by the client for the target product consulting question.

[0074] In one embodiment, the second customer service request is a second intelligent customer service request. The knowledge base is a response knowledge base. The response knowledge base stores a set of product identifiers, a set of product consultation questions associated with each product identifier, and intelligent response messages corresponding to each product consultation question. Based on this, the interactive voice response system of the customer service end responds to the second intelligent customer service request, matches the product identifier with the set of product identifiers in the preset response knowledge base, and if the match is successful, obtains the set of product consultation questions associated with the successfully matched product identifier, and returns the set of product consultation questions to the client. The client displays the set of product consultation questions to the user, obtains the target product consultation question selected by the user from the set of product consultation questions, and sends the target product consultation question to the interactive voice response system. The interactive voice response system obtains the intelligent response message corresponding to the target product consultation question from the preset response knowledge base, and returns the intelligent response message to the client. The client receives the intelligent response message returned by the interactive voice response system for the target product consultation question. In one embodiment, historical product consultation questions and historical response messages in the recent time period can be collected, and the response knowledge base can be trained and updated based on the historical product consultation questions and historical response messages to improve the accuracy of the intelligent customer service reply.

[0075] In one embodiment, the second customer service request is a second manual customer service request. Based on this, the manual agent answering end of the customer service end responds to the second manual customer service request, matches the product identification with the product identification set in the preset knowledge base, and if the match is successful, obtains the product consulting question set associated with the successfully matched product identification, and returns the product consulting question set to the client. The client displays the product consulting question set to the user, obtains the target product consulting question selected by the user from the product consulting question set, and sends the target product consulting question to the manual agent answering end. The manual agent answering end displays the target product consulting question, receives the manual answer message input by the manual customer service, and returns the manual answer message to the client. The client receives the manual answer message returned by the manual agent answering end for the target product consulting question.

[0076] In this embodiment, when the user triggers the customer service function, the client directly sends the product ID of the virtual product to the customer service end, so that the user does not need to manually enter the product ID in the customer service page to further communicate with the customer service, which simplifies the operation when the user communicates with the customer service, and is conducive to improving the communication efficiency between the user and the customer service. In addition, a set of product consultation questions matching the product ID is directly sent to the client. These product consultation questions are all directly related to the virtual product and have a high probability of hitting the product questions that the user wants to consult. In this way, the user can ask the questions he wants to consult by simply selecting the operation, without the user manually entering a large amount of question content, thus facilitating user operations and helping to improve the communication efficiency between the user and the customer service.

[0077] In one embodiment, the first customer service request is a first manual customer service request. Based on this, the method further includes the following steps:

[0078] Step S222, receiving the customer service identification of the manual customer service sent back by the customer service end;

[0079] Step S224, when the client opens the product purchase page of the virtual product, the customer service identifier is added to the customer service identifier input box in the product purchase page.

[0080] The customer service ID is received when the client closes the customer service page. The customer service ID can be used to generate a user marketing record, which can be registered to a manual customer service (such as an account manager) to promote sales performance.

[0081] Specifically, after the user completes the communication with the manual customer service, the user will close the customer service page on the client. At this time, the client generates a closing signal indicating that the client has closed the customer service page, and sends the closing signal to the manual agent answering terminal of the customer service terminal. After receiving the closing signal, the manual agent answering terminal transmits the customer service ID of the manual customer service back to the client. When the client opens the product purchase page of the virtual product, the customer service ID is added to the customer service ID input box on the product purchase page.

[0082] In this embodiment, the customer service ID of the manual customer service is automatically added to the customer service ID input box in the product purchase page, without the need for manual input by the user, thus facilitating user operation.

[0083] In one embodiment, Figure 3 As shown, a customer service answering method is provided, which is applied to Figure 1 The following steps are used as an example to illustrate the client side in the example:

[0084] Step S302: receiving a first customer service request initiated by a client.

[0085] The first customer service request carries a screenshot of the product information of the virtual product. The screenshot of the product information is obtained by the client taking a screenshot of the product information page of the virtual product.

[0086] Specifically, a user logs in with a user account on a client, and triggers a screenshot operation when a product information page of a virtual product is displayed on the client. In response to the screenshot operation, the client generates a screenshot of the product information, and a send customer service button pops up on the page displayed on the client. When the user account triggers the send customer service operation for the send customer service button, the client generates a first customer service request carrying the product information screenshot, and sends the first customer service request to the customer service end. The customer service end receives the first customer service request.

[0087] Step S304: If the first customer service request is a first manual customer service request, a screenshot of the product information is displayed.

[0088] Specifically, if the first customer service request is a first manual customer service request, the manual agent answering terminal of the customer service terminal displays the product information screenshot to the manual customer service. In this way, the manual customer service can quickly obtain the product information of the virtual product that the user wants to consult, which is beneficial to the communication efficiency between the user and the manual customer service.

[0089] In the above-mentioned customer service response method, when the user account triggers a screenshot operation on the product information page of the virtual product, a screenshot of the product information is generated, and a Send Customer Service button pops up. Then, when the user account triggers the Send Customer Service operation for the Send Customer Service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end. The customer service end can then respond based on the product information screenshot. In this way, the user can successfully activate the customer service function by only triggering the screenshot operation and triggering the Send Customer Service operation for the Send Customer Service button. The user does not need to search back and forth for the customer service button on the product information page and click it, which helps the user to quickly activate the customer service function. In addition, sending the product information screenshot to the customer service end can assist the customer service end in quickly obtaining the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the customer service.

[0090] In one embodiment, the method further comprises the following steps:

[0091] Step S312, receiving a second intelligent customer service request initiated by the client;

[0092] Step S314, in response to the second intelligent customer service request, obtaining a set of product consultation questions matching the product identifier from a preset answer knowledge base, and returning the set of product consultation questions to the client;

[0093] Step S316, receiving the target product consultation question sent by the client;

[0094] Step S318, obtaining the intelligent answer message corresponding to the target product consultation question from the preset answer knowledge base, and returning the intelligent answer message to the client.

[0095] The second intelligent customer service request carries the product identifier of the virtual product. The answer knowledge base stores a set of product identifiers, a set of product consultation questions associated with each product identifier, and an intelligent answer message corresponding to each product consultation question. The target product consultation question is selected from the set of product consultation questions.

[0096] Specifically, when a customer service trigger operation is performed on a user account, for example, the user clicks the customer service button on the product information page, the client generates a second intelligent customer service request carrying the product identifier of the virtual product, and sends the second intelligent customer service request to the interactive voice response system of the customer service end. In response to the second intelligent customer service request, the interactive voice response system matches the product identifier with the set of product identifiers in the preset answer knowledge base. If the match is successful, the set of product consulting questions associated with the successfully matched product identifier is obtained, and the set of product consulting questions is returned to the client. The client displays the set of product consulting questions to the user, obtains the target product consulting question selected by the user from the set of product consulting questions, and sends the target product consulting question to the interactive voice response system. The interactive voice response system obtains the intelligent response message corresponding to the target product consulting question from the preset answer knowledge base, and returns the intelligent response message to the client. The client receives the intelligent response message returned by the interactive voice response system for the target product consulting question.

[0097] In this embodiment, when the user triggers the intelligent customer service function, the client directly sends the product identification of the virtual product to the interactive voice response system. In this way, the user does not need to manually enter the product identification in the customer service page to further communicate with the intelligent customer service, which simplifies the operation of the user communicating with the intelligent customer service, and is conducive to improving the communication efficiency between the user and the intelligent customer service. In addition, the interactive voice response system automatically sends a set of product consultation questions matching the product identification directly to the client. These product consultation questions are all directly related to the virtual product, and there is a high probability that they will hit the product questions that the user wants to consult. In this way, the user only needs to select the operation to ask the questions he wants to consult, and the user does not need to manually enter a large amount of question content, which facilitates the user's operation and is conducive to improving the communication efficiency between the user and the customer service. In addition, the intelligent response message corresponds to the product consultation question, and the accuracy of the intelligent customer service reply will also be improved.

[0098] In one embodiment, the method further comprises the following steps:

[0099] Step S322, receiving a second manual customer service request initiated by the client regarding a consultation question about a target product;

[0100] Step S324, in response to the second manual customer service request, obtaining and displaying product information of the virtual product according to the product identifier;

[0101] Step S326, sending a product information query request for the virtual product to the product management server, and receiving the virtual product information returned by the product management server in response to the product information query request;

[0102] Step S328, returning the manual response message determined by the virtual product information to the client.

[0103] The product management server stores virtual product information of the virtual product, which may be a virtual product manual or an investment agreement, etc.

[0104] Specifically, for the target product consultation question, if the user is not satisfied with the intelligent response message replied by the intelligent customer service, the user can initiate a second manual customer service request for the target product consultation question to the manual seat answering end of the customer service end. The manual seat answering end responds to the second manual customer service request, obtains and displays the product information of the virtual product according to the product identifier. In this way, the manual customer service can directly see the product information of the virtual product on the manual seat answering end, and can obtain keywords based on the product information to facilitate subsequent requests for virtual product information. Afterwards, the manual customer service sends a product information query request for the virtual product to the product management server, and receives the virtual product information returned by the product management server in response to the product information query request. The product information query request may include keywords. The manual seat answering end displays the virtual product information to the manual customer service. The manual customer service can refer to the virtual product information, copy the information content from the virtual product information as a manual response message, or manually edit the manual response message, and send the manual response message to the client through the manual seat answering end.

[0105] In this embodiment, when the user is not satisfied with the intelligent response message, the manual agent response terminal obtains and displays the product information of the virtual product according to the product identifier, so that the manual customer service can quickly see the specific information of the virtual product, without the need for the manual customer service to manually search for the specific information of the virtual product, which facilitates the operation of the manual customer service. In addition, the manual customer service determines the manual response message by requesting and referring to the virtual product information, which is also conducive to improving the accuracy of the manual customer service reply.

[0106] In one embodiment, the method further comprises the following steps:

[0107] Step S332, after receiving the closing signal from the client to close the customer service page, the customer service ID of the manual customer service is transmitted back to the client to instruct the client to add the customer service ID to the customer service ID input box in the product purchase page when opening the product purchase page of the virtual product.

[0108] Specifically, after the user completes the communication with the manual customer service, the user will close the customer service page on the client. At this time, the client generates a closing signal indicating that the client has closed the customer service page, and sends the closing signal to the manual agent answering terminal of the customer service terminal. After receiving the closing signal, the manual agent answering terminal transmits the customer service ID of the manual customer service back to the client. When the client opens the product purchase page of the virtual product, the customer service ID is added to the customer service ID input box on the product purchase page.

[0109] In this embodiment, the customer service ID of the manual customer service is automatically added to the customer service ID input box in the product purchase page, without the need for manual input by the user, thus facilitating user operation.

[0110] It should be understood that, although the various steps in the flowcharts involved in the above-mentioned embodiments are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence according to the order indicated by the arrows. Unless there is a clear explanation in this article, the execution of these steps does not have a strict order restriction, and these steps can be executed in other orders. Moreover, at least a part of the steps in the flowcharts involved in the above-mentioned embodiments can include multiple steps or multiple stages, and these steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a part of the steps or stages in other steps.

[0111] In one embodiment, a customer service response system is provided, including a client and a customer service terminal, wherein:

[0112] The client is used to generate a screenshot of the product information and pop up a button to send to customer service in response to a screenshot operation triggered by a user account on the product information page of a virtual product;

[0113] The client is further configured to generate a first customer service request carrying a screenshot of product information in response to a send customer service operation triggered by a user account in response to a send customer service button, and send the first customer service request to a customer service terminal;

[0114] The customer service end is used to receive the first customer service request, and if the first customer service request is a first manual customer service request, display a screenshot of the product information.

[0115] In the above-mentioned customer service response system, when the user account triggers a screenshot operation on the product information page of the virtual product, a screenshot of the product information is generated, and a Send Customer Service button pops up. Then, when the user account triggers the Send Customer Service operation for the Send Customer Service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end. The customer service end can then respond based on the product information screenshot. In this way, the user can successfully activate the customer service function by only triggering the screenshot operation and triggering the Send Customer Service operation for the Send Customer Service button. The user does not need to search back and forth on the product information page for the customer service button and click it, which helps the user to quickly activate the customer service function. In addition, sending the product information screenshot to the customer service end can assist the customer service end in quickly obtaining the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the customer service.

[0116] In one embodiment, the client is further configured to generate a second customer service request carrying a product identifier of the virtual product in response to a customer service triggering operation performed by a user account, and send the second customer service request to the customer service end;

[0117] The customer service end is further used to respond to the second customer service request, obtain a set of product consulting questions matching the product identifier from a preset knowledge base, and return the set of product consulting questions to the client end;

[0118] The client is also used to obtain the target product consulting question selected from the product consulting question set and send the target product consulting question to the customer service end;

[0119] The client end is also used to obtain the response message corresponding to the target product consultation question and return the response message to the client end;

[0120] The client is also used to receive the response message returned by the customer service end in response to the target product consultation question.

[0121] Based on the same inventive concept, the embodiment of the present application also provides a customer service response device for implementing the customer service response method involved above. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme recorded in the above method, so the specific limitations in one or more customer service response device embodiments provided below can refer to the limitations on the customer service response method above, and will not be repeated here.

[0122] In one embodiment, Figure 4 As shown, a customer service answering device is provided, which is used in a client and includes:

[0123] The information screenshot module 402 is used to generate a screenshot of the product information in response to a screenshot operation triggered by a user account on the product information page of a virtual product, and pop up a send to customer service button;

[0124] The request sending module 404 is used to generate a first customer service request carrying a product information screenshot in response to a send customer service operation triggered by a send customer service button in a user account, and send the first customer service request to the customer service end to instruct the customer service end to respond according to the product information screenshot.

[0125] In the above-mentioned customer service response device, when the user account triggers the screenshot operation on the product information page of the virtual product, a screenshot of the product information is generated, and a Send Customer Service button pops up. Then, when the user account triggers the Send Customer Service operation for the Send Customer Service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end. The customer service end can then respond based on the product information screenshot. In this way, the user can successfully activate the customer service function by only triggering the screenshot operation and triggering the Send Customer Service operation for the Send Customer Service button. The user does not need to search back and forth for the customer service button on the product information page and click it, which helps the user to quickly activate the customer service function. In addition, sending the product information screenshot to the customer service end can assist the customer service end in quickly obtaining the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the customer service.

[0126] In one embodiment, the apparatus further comprises:

[0127] A request generation module, configured to generate a second customer service request carrying a product identifier of a virtual product in response to a customer service triggering operation performed by a user account, and send the second customer service request to a customer service end;

[0128] A question return module, configured to receive a set of product consultation questions returned by the customer service end in response to the second customer service request; wherein the set of product consultation questions matches the product identifier;

[0129] A question sending module is used to obtain a target product consulting question selected from a product consulting question set and send the target product consulting question to a customer service end;

[0130] The message receiving module is used to receive the response message returned by the customer service end in response to the target product consultation question.

[0131] In one embodiment, the first customer service request is a first manual customer service request, and the device further includes:

[0132] An identification receiving module is used to receive the customer service identification of the manual customer service sent back by the customer service end; wherein the customer service identification is received when the customer service page is closed by the client;

[0133] The identification adding module is used to add the customer service identification to the customer service identification input box in the product purchase page when the client opens the product purchase page of the virtual product.

[0134] In one embodiment, Figure 5 As shown, a customer service answering device is provided, which is used in a customer service terminal and includes:

[0135] The request receiving module 502 is used to receive a first customer service request initiated by a client; wherein the first customer service request carries a screenshot of product information of a virtual product, and the product information screenshot is obtained by the client taking a screenshot of a product information page of the virtual product;

[0136] The screenshot display module 504 is used to display a screenshot of the product information if the first customer service request is a first manual customer service request.

[0137] In the above-mentioned customer service response device, when the user account triggers the screenshot operation on the product information page of the virtual product, a screenshot of the product information is generated, and a Send Customer Service button pops up. Then, when the user account triggers the Send Customer Service operation for the Send Customer Service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end. The customer service end can then respond based on the product information screenshot. In this way, the user can successfully activate the customer service function by only triggering the screenshot operation and triggering the Send Customer Service operation for the Send Customer Service button. The user does not need to search back and forth for the customer service button on the product information page and click it, which helps the user to quickly activate the customer service function. In addition, sending the product information screenshot to the customer service end can assist the customer service end in quickly obtaining the product information of the virtual product that the user wants to inquire about, which is beneficial to the communication efficiency between the user and the customer service.

[0138] In one embodiment, the apparatus further comprises:

[0139] A request receiving module, configured to receive a second intelligent customer service request initiated by a client; wherein the second intelligent customer service request carries a product identifier of a virtual product;

[0140] A question return module, configured to respond to the second intelligent customer service request, obtain a set of product consultation questions matching the product identifier from a preset answer knowledge base, and return the set of product consultation questions to the client;

[0141] A question receiving module, used for receiving a target product consulting question sent by a client; wherein the target product consulting question is selected from a product consulting question set;

[0142] The message return module is used to obtain the intelligent answer message corresponding to the target product consultation question from the preset answer knowledge base, and return the intelligent answer message to the client.

[0143] In one embodiment, the apparatus further comprises:

[0144] A request receiving module, used to receive a second manual customer service request initiated by a client regarding a consultation question about a target product;

[0145] An information display module, used to respond to the second manual customer service request, obtain and display product information of the virtual product according to the product identifier;

[0146] A data receiving module, used to send a product data query request for a virtual product to a product management server, and receive virtual product data returned by the product management server in response to the product data query request;

[0147] The message return module is used to return the manual response message determined by the virtual product information to the client.

[0148] In one embodiment, the apparatus further comprises:

[0149] The identification feedback module is used to return the customer service identification of the manual customer service to the client after receiving the closing signal of the client to close the customer service page, so as to instruct the client to add the customer service identification to the customer service identification input box in the product purchase page when opening the product purchase page of the virtual product.

[0150] Each module in the above-mentioned customer service answering device can be implemented in whole or in part by software, hardware or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in a computer device in the form of software, so that the processor can call and execute the operations corresponding to each module above.

[0151] In one embodiment, a computer device is provided. The computer device may be a terminal, and its internal structure diagram may be as follows: Figure 6 As shown. The computer device includes a processor, a memory, a communication interface, a display screen and an input device connected through a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The communication interface of the computer device is used to communicate with an external terminal in a wired or wireless manner, and the wireless manner can be achieved through WIFI, a mobile cellular network, NFC (near field communication) or other technologies. When the computer program is executed by the processor, a customer service answering method is implemented. The display screen of the computer device can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer device can be a touch layer covered on the display screen, or a button, trackball or touchpad set on the computer device housing, or an external keyboard, touchpad or mouse, etc.

[0152] Those skilled in the art will understand that Figure 6The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0153] In one embodiment, a computer device is further provided, including a memory and a processor, wherein a computer program is stored in the memory, and the processor implements the steps in the above method embodiments when executing the computer program.

[0154] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps in the above-mentioned method embodiments are implemented.

[0155] In one embodiment, a computer program product is provided, including a computer program, which implements the steps in the above method embodiments when executed by a processor.

[0156] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties.

[0157] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to the memory, database or other medium used in the embodiments provided in the present application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetoresistive random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in each embodiment provided in this application may include at least one of a relational database and a non-relational database. Non-relational databases may include distributed databases based on blockchains, etc., but are not limited to this. The processor involved in each embodiment provided in this application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., but are not limited to this.

[0158] The technical features of the above embodiments may be arbitrarily combined. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0159] The above-described embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the present application. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the present application shall be subject to the attached claims.

Claims

1. A customer service response method, characterized in that: The method is applied to a client and includes: In response to a screenshot operation triggered by a user account on a product information page of a virtual product, a screenshot of the product information is generated, and a send customer service button pops up; the product information page of the virtual product is a page displayed on the client that introduces the specific information of the virtual product; the send customer service button is used to indicate that the user triggers a button identifier to send the product information screenshot to the customer service end; In response to the sending customer service operation triggered by the user account for the sending customer service button, a first customer service request carrying the product information screenshot is generated, and the first customer service request is sent to the customer service end to instruct the customer service end to respond according to the product information screenshot; the first customer service request includes a first intelligent customer service request and a first manual customer service request; the first intelligent customer service request is used to instruct the interactive voice response system of the customer service end to perform text recognition on the product information screenshot, obtain product information of the virtual product, and return a reply to the intelligent customer service based on the product information; the first manual customer service request is used to instruct the manual seat answering end of the customer service end to display the product information screenshot to the manual customer service; In the case where the first customer service request is the first manual customer service request and the user closes the customer service page, generating a closing signal indicating that the client closes the customer service page, and sending the closing signal to the manual agent answering terminal in the customer service terminal; The customer service identifier returned by the artificial agent answering terminal is received, and when the client opens the product purchase page of the virtual product, the customer service identifier is added to the customer service identifier input box in the product purchase page.

2. The method according to claim 1, characterized in that The method further comprises: In response to a customer service triggering operation performed by the user account, generating a second customer service request carrying a product identifier of the virtual product, and sending the second customer service request to the customer service end; Receiving a set of product consulting questions returned by the customer service end in response to the second customer service request; wherein the set of product consulting questions matches the product identifier; Obtaining a target product consulting question selected from the product consulting question set, and sending the target product consulting question to the customer service end; Receive a response message returned by the customer service end in response to the target product consultation question.

3. A customer service response method, characterized in that: The method is applied to the client side, and includes: Receive a first customer service request initiated by a client; wherein the first customer service request carries a screenshot of product information of a virtual product, and the screenshot of product information is obtained by the client taking a screenshot of a product information page of the virtual product; the product information page of the virtual product is a page displayed on the client that introduces specific information of the virtual product; the first customer service request is generated by the client in response to a send customer service operation triggered by a user account for a send customer service button; the send customer service button is generated by the client in response to a screenshot operation triggered by the user account on the product information page of the virtual product, and popped up; the send customer service button is used to indicate that the user triggers a button identifier to send the screenshot of product information to the customer service end; If the first customer service request is a first manual customer service request, displaying the product information screenshot; If the first customer service request is a first intelligent customer service request, text recognition is performed on the product information screenshot through an interactive voice response system to obtain product information of the virtual product, and a reply of the intelligent customer service is returned based on the product information; The manual agent answering end in the customer service end receives the close signal sent by the client and transmits the customer service ID back to the client; the close signal indicates that the client closes the customer service page; the customer service ID is used to indicate that when the client opens the product purchase page of the virtual product, the customer service ID is added to the customer service ID input box in the product purchase page.

4. The method according to claim 3, characterized in that The method further comprises: receiving a second intelligent customer service request initiated by the client; wherein the second intelligent customer service request carries a product identifier of a virtual product; In response to the second intelligent customer service request, obtaining a set of product consulting questions matching the product identifier from a preset answer knowledge base, and returning the set of product consulting questions to the client; Receiving a target product consulting question sent by the client; wherein the target product consulting question is selected from the product consulting question set; From the preset answer knowledge base, obtain the intelligent answer message corresponding to the target product consultation question, and return the intelligent answer message to the client.

5. The method according to claim 4, characterized in that The method further comprises: Receiving a second manual customer service request initiated by the client regarding the target product consultation issue; In response to the second manual customer service request, obtaining and displaying product information of the virtual product according to the product identifier; Sending a product information query request for the virtual product to a product management server, and receiving virtual product information returned by the product management server in response to the product information query request; A manual response message determined by the virtual product information is returned to the client.

6. A customer service response system, characterized in that: The system includes a client and a customer service end; The client is used to perform the steps of the method described in any one of claims 1 to 2; The client terminal is used to execute the steps of any one of the methods of claims 3 to 5.

7. A customer service answering device, characterized in that: The device is used in a client and includes: The information screenshot module is used to generate a screenshot of the product information and pop up a send customer service button in response to a screenshot operation triggered by a user account on a product information page of a virtual product; the product information page of the virtual product is a page displayed on the client to introduce the specific information of the virtual product; the send customer service button is used to indicate that the user triggers the button identifier to send the product information screenshot to the customer service end; A request sending module, configured to generate a first customer service request carrying the product information screenshot in response to a send customer service operation triggered by the user account for the send customer service button, and send the first customer service request to a customer service end to instruct the customer service end to respond according to the product information screenshot; the first customer service request includes a first intelligent customer service request and a first manual customer service request; the first intelligent customer service request is used to instruct the interactive voice response system of the customer service end to perform text recognition on the product information screenshot, obtain product information of the virtual product, and return a reply to the intelligent customer service based on the product information; the first manual customer service request is used to instruct the manual agent answering end of the customer service end to display the product information screenshot to the manual customer service; An adding module is used to generate a closing signal indicating that the client closes the customer service page when the first customer service request is a first manual customer service request and the user closes the customer service page, and send the closing signal to the manual agent answering end in the customer service end; receive the customer service identifier returned by the manual agent answering end, and when the client opens the product purchase page of the virtual product, add the customer service identifier to the customer service identifier input box in the product purchase page.

8. A customer service answering device, characterized in that: The device is used in a client terminal, and includes: A request receiving module, configured to receive a first customer service request initiated by a client; wherein the first customer service request carries a screenshot of product information of a virtual product, and the screenshot of product information is obtained by the client taking a screenshot of a product information page of the virtual product; the product information page of the virtual product is a page displayed on the client that introduces specific information of the virtual product; the first customer service request is generated by the client in response to a send customer service operation triggered by a user account for a send customer service button; the send customer service button is generated by the client in response to a screenshot operation triggered by the user account on the product information page of the virtual product, and pops up; the send customer service button is used to indicate that the user triggers a button identifier to send the screenshot of product information to the customer service end; A screenshot display module, configured to display the product information screenshot if the first customer service request is a first manual customer service request; an identification module, configured to, if the first customer service request is a first intelligent customer service request, perform text recognition on the product information screenshot through an interactive voice response system to obtain product information of the virtual product, and return a reply to the intelligent customer service based on the product information; A feedback module is used for the manual agent answering end in the customer service end to receive the closing signal sent by the client and return the customer service identifier to the client; the closing signal indicates that the client closes the customer service page; the customer service identifier is used to indicate that when the client opens the product purchase page of the virtual product, the customer service identifier is added to the customer service identifier input box in the product purchase page.

9. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 2 or 3 to 5 are implemented.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 2 or 3 to 5 are implemented.

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