A customer service method and device, electronic equipment and storage medium

Abstract

The application discloses a customer service method and device, electronic equipment and storage medium, which can be applied to the field of artificial intelligence or the field of finance. Request information of a customer when handling a service in a smart site is acquired and sent to a service resource pool of the smart site, the request information is queried in the service resource pool to obtain a service resource list, the service resources contained in the smart site are arranged based on the service resource list, and information encapsulation is performed on the content matching degree relationship between the service resources to obtain encapsulated information, and the encapsulated information is displayed and broadcasted. The application can decompose and process the request information of the customer, arrange and encapsulate the service resources contained in the smart site, improve the intuitive feeling of the customer by displaying and broadcasting the encapsulated information, present different customer service forms to the customer, and at the same time, can exert the subjective initiative of the customer, thereby improving the consultation and question and answer efficiency of the customer and the question and answer service and service handling experience.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of intelligent customer service, and more particularly to a customer service method and device, electronic equipment and storage medium. BACKGROUND

[0002] At present, in the field of intelligent customer service, mainly rely on intelligent question and answer robot, mobile phone bank online customer service, telephone bank online customer and other ways. However, these ways have some limitations in customer service form, customers can only passively receive knowledge, cannot play the initiative, and flexibly query again according to the answer result, therefore, the customer service form is single. SUMMARY

[0003] Therefore, the present application discloses a customer service method and device, electronic equipment and storage medium, to realize the improvement of customer's intuitive feeling by displaying and broadcasting encapsulated information, present different experience of customer service form for customers, and play the subjective initiative of customers, so that the customer service process can be heard and seen, thereby improving the consultation and answering efficiency of customers, and the experience of answering service and business handling.

[0004] A customer service method, comprising:

[0005] obtaining request information of a customer when handling a business in a smart site;

[0006] sending the request information to a business resource pool of the smart site, wherein the business resource pool comprises various scene processing modules;

[0007] querying the request information in the business resource pool to obtain a business resource list;

[0008] arranging business resources contained in the smart site based on the business resource list to obtain a target business resource list;

[0009] performing information encapsulation based on the content matching degree relationship between each business resource in the target business resource list to obtain encapsulated information;

[0010] displaying and broadcasting the encapsulated information.

[0011] Optionally, the obtaining of the request information of the customer when handling the business in the smart site comprises:

[0012] obtaining question and answer information and customer information of the customer when handling the business in the smart site, wherein the customer information comprises customer identity authentication information;

[0013] processing and recombining the question and answer information and the customer information to obtain the request information.

[0014] Optionally, the step of processing and recombining the question-and-answer information and the customer information to obtain the request information includes:

[0015] Based on the customer information, query the customer's recent business processing information to obtain a list of business processing information;

[0016] A keyword supplementary list is obtained by splitting the business types and related businesses in the business processing information list into keywords.

[0017] The question-and-answer information is preprocessed based on a standardized processing library to obtain an original list of keywords;

[0018] The query results are obtained by combining keywords from the keyword supplement list and the keyword principle list.

[0019] When the query results contain a combination of keywords that match the most recent business processing information, the combination of keywords will be stored in the keyword association list.

[0020] The request information is obtained by combining the customer information, the original list of keywords, and the list of associated keywords.

[0021] Optionally, the request information is queried in the service resource pool to obtain a list of service resources, including:

[0022] In the business resource pool, perform a text similarity query on the original list of keywords to obtain the first query result based on the customer inquiry questions.

[0023] Add the keyword association list to the original keyword list to obtain the target keyword list;

[0024] Perform a text similarity query on the target keyword list to the customer's inquiry question to obtain a second query result;

[0025] The first query result and the second query result are deduplicated to obtain the target query result;

[0026] The target query results are comprehensively sorted based on the text similarity of the customer's inquiry questions to obtain the business resource list.

[0027] Optionally, the step of arranging the business resources contained in the smart branch based on the business resource list to obtain the target business resource list includes:

[0028] The business resources in the business resource list are sorted from highest to lowest usage frequency to obtain a new business resource list;

[0029] determine a primary service resource and a secondary service resource from the new service resource list by voting;

[0030] associate the primary service resource to a point input port and a point output port, to obtain the target service resource list.

[0031] Optionally, the information encapsulation is performed based on a content matching degree relationship between each service resource in the target service resource list, to obtain encapsulation information, which includes:

[0032] determine a content matching degree between each service resource in the target service resource list;

[0033] When there are two service resources with the content matching degree greater than a preset threshold in the target service resource list, encapsulate information by nesting a contained service resource in a containing service resource according to a preset format, to obtain the encapsulation information.

[0034] A customer service device, comprising:

[0035] an acquisition unit configured to acquire request information of a customer when the customer handles a service at a smart point;

[0036] a sending unit configured to send the request information to a service resource pool of the smart point, the service resource pool including various scene processing modules;

[0037] a query unit configured to query the request information in the service resource pool to obtain a service resource list;

[0038] an arrangement unit configured to arrange service resources included in the smart point based on the service resource list, to obtain a target service resource list;

[0039] an encapsulation unit configured to encapsulate information based on a content matching degree relationship between each service resource in the target service resource list, to obtain encapsulation information;

[0040] a display and broadcast unit configured to display and broadcast the encapsulation information.

[0041] Optionally, the acquisition unit includes:

[0042] an acquisition subunit configured to acquire question and answer information and customer information of the customer when the customer handles the service at the smart point, the customer information including customer identity authentication information;

[0043] a processing and recombination subunit configured to process and recombine the question and answer information and the customer information to obtain the request information.

[0044] An electronic device, comprising a memory and a processor;

[0045] The memory is configured to store at least one instruction;

[0046] The processor is configured to execute the at least one instruction to implement the customer service method described above.

[0047] A computer-readable storage medium stores at least one instruction, which is executed by a processor to implement the customer service method described above.

[0048] From the above technical solutions, the present application discloses a customer service method, device, electronic equipment and storage medium, obtains the request information of the customer when handling the business in the intelligent network point, sends the request information to the business resource pool of the intelligent network point, the business resource pool includes each scene processing module, queries the request information in the business resource pool to obtain the business resource list, arranges the business resources contained in the intelligent network point based on the business resource list to obtain the target business resource list, encapsulates the information based on the content matching degree relationship between each business resource in the target business resource list to obtain the encapsulated information, and displays and broadcasts the encapsulated information. The present application can decompose and process the request information of the customer, arrange and encapsulate the business resources contained in the intelligent network point, improve the intuitive feeling of the customer by displaying and broadcasting the encapsulated information, present different experience customer service forms for the customer, at the same time can exert the subjective initiative of the customer, make the customer service process can listen and watch, thereby improve the consultation and question and answer efficiency of the customer, and the experience of question and answer service and business handling. BRIEF DESCRIPTION OF DRAWINGS

[0049] In order to more clearly illustrate the technical solutions in the embodiments of the present application or the prior art, the drawings needed to be used in the embodiments or prior art description will be briefly introduced. Obviously, the drawings in the following description are only embodiments of the present application, and other drawings can be obtained by the disclosed drawings without creative labor for those skilled in the art.

[0050] Figure 1 A customer service method flow chart disclosed by the embodiment of the present application;

[0051] Figure 2 A method flow chart for processing and recombining the question and answer information and the customer information to obtain the request information disclosed by the embodiment of the present application;

[0052] Figure 3 A method flow chart for querying the request information in the business resource pool to obtain the business resource list disclosed by the embodiment of the present application;

[0053] Figure 4A structural schematic diagram of a customer service device disclosed by an embodiment of the present application is shown in the figure.

[0054] Figure 5 A structural schematic diagram of an electronic device disclosed by an embodiment of the present application is shown in the figure. DETAILED DESCRIPTION

[0055] It should be noted that the customer service method, device, electronic device and storage medium provided by the present application can be used in the field of artificial intelligence or the field of finance. The above is only an example and does not limit the application field of the customer service method, device, electronic device and storage medium provided by the present application.

[0056] The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by a person of ordinary skill in the art without creative labor fall within the scope of protection of the present application.

[0057] The embodiments of the present application disclose a customer service method, device, electronic device and storage medium, request information of a customer when handling a service in a smart site is acquired, the request information is sent to a service resource pool of the smart site, the service resource pool includes various scene processing modules, the request information is queried in the service resource pool to obtain a service resource list, service resources contained in the smart site are arranged based on the service resource list to obtain a target service resource list, encapsulation information is obtained based on a content matching degree relationship between the various service resources in the target service resource list, and the encapsulation information is displayed and broadcast. The present application can decompose and process the request information of the customer, arrange and encapsulate the service resources contained in the smart site, improve the intuitive feeling of the customer by displaying and broadcasting the encapsulation information, present different experience forms of customer service to the customer, at the same time, can exert the subjective initiative of the customer, so that the customer service process can be heard and seen, thereby improving the consultation and question and answer efficiency of the customer, and the experience of question and answer service and service handling.

[0058] Referring to Figure 1 The embodiments of the present application disclose a customer service method flow chart, and the method comprises the following steps:

[0059] In step S101, request information of a customer when handling a service in a smart site is acquired.

[0060] The smart site is an interactive activity that uses artificial intelligence related technologies and means to improve user experience and service quality by effectively planning and organizing people, infrastructure, communication and materials involved in online / offline services.

[0061] Specifically, the question and answer information and the customer information of the customer when handling the business at the smart site are acquired, and the request information is obtained by processing and reorganizing the question and answer information and the customer information. The customer information includes customer identity authentication information.

[0062] In actual application, when the customer goes to the smart site to handle the business, the customer can speak the consultation question in the site voice or describe the consultation question in the text in any site device. After the smart site receives the consultation question input by the customer, the multi-scene linkage customer service program is directly activated, the customer service program queries the exchange dialogue stored in the back end, and the customer is identified, for example, "please swipe the card or input the identity information to provide better service for you", the customer completes the identity information authentication according to the prompt, so that the back-end service obtains the question and answer information and the customer information of the customer when handling the business at the smart site.

[0063] In actual application, when the customer goes to the smart site to handle the business, the customer can speak the consultation question in the site voice or describe the consultation question in the text in any site device. After the smart site receives the consultation question input by the customer, the multi-scene linkage customer service program is directly activated, the customer service program queries the exchange dialogue stored in the back end, and the customer is identified, for example, "please swipe the card or input the identity information to provide better service for you", the customer completes the identity information authentication according to the prompt, so that the back-end service obtains the question and answer information and the customer information of the customer when handling the business at the smart site.

[0064] The business resource pool includes various scene processing modules, such as a mobile bank end, an intelligent counter end, a telephone bank end, a smart broadcasting end, and a smart site unified display end.

[0065] In the business resource pool, the request information is queried, mainly the text similarity query of the customer consultation question.

[0066] In the business resource pool, the request information is queried, mainly the text similarity query of the customer consultation question.

[0067] Based on the business resource list, the business resources contained in the smart site are arranged to obtain a target business resource list.

[0068] In the business resource pool, the request information is queried, mainly the text similarity query of the customer consultation question.

[0069] Based on the content matching degree relationship between each business resource in the target business resource list, the information is encapsulated to obtain encapsulated information.

[0070] The encapsulated information is displayed and broadcasted.

[0071] In actual application, the encapsulated information can be displayed on the interactive display end. By displaying and broadcasting the encapsulated information, the user can actively operate the encapsulated information and split, assemble and vote the encapsulated result, realize the integration of vision, hearing and operation, improve the consultation and answer efficiency of the customer, and improve the consultation and answer service and business handling experience of the customer.

[0072] In conclusion, the application discloses a customer service method, obtains request information of a customer when the customer handles a business in a smart site, sends the request information to a business resource pool of the smart site, the business resource pool comprises various scene processing modules, the request information is queried in the business resource pool to obtain a business resource list, the business resources contained in the smart site are arranged based on the business resource list to obtain a target business resource list, encapsulation information is obtained based on a content matching degree relationship between the various business resources in the target business resource list, and the encapsulation information is displayed and broadcasted. The application can decompose and process the request information of the customer, arrange and encapsulate the business resources contained in the smart site, improve the intuitive feeling of the customer by displaying and broadcasting the encapsulation information, present different experience customer service forms for the customer, can also exert the subjective initiative of the customer, so that the customer service process can be heard and seen, thereby improving the consultation and question and answer efficiency of the customer, and the question and answer service and business handling experience.

[0073] To further optimize the above embodiment, referring to Figure 2 The embodiment of the application discloses a method flowchart for processing and recombining question and answer information and customer information to obtain request information, that is, step S101 can specifically include the following steps.

[0074] Step S201, querying the latest business handling information of a customer according to customer information to obtain a business handling information list.

[0075] In actual application, the business handling information of the customer within a preset time period before the current time can be queried, and the value of the preset time period is determined according to actual needs, for example, in January, which is not limited in the application.

[0076] The latest business handling information of the customer is summarized to obtain the business handling information list.

[0077] Step S202, splitting the business types and associated businesses in the business handling information list by keywords to obtain a keyword supplement list.

[0078] The business types and associated businesses are associated information of the substantive content of the business handling.

[0079] Step S203, pre-processing the question and answer information based on a standardized processing library to obtain a keyword original list.

[0080] The pre-processing process of the question and answer information includes but is not limited to removing punctuation marks, stop word filtering, word segmentation, synonym replacement and the like.

[0081] Step S204, combining and querying the keywords in the keyword supplement list and the keyword original list to obtain a query result.

[0082] In practical application, the keyword supplement list and the keyword principle list can be traversed, one keyword is randomly selected from each of the keyword supplement list and the keyword principle list, two-by-two combination is performed, and the combined keyword after the two-by-two combination is used for query to obtain a query result.

[0083] In step S205, when the combined keyword hits the recent service handling information in the query result, the combined keyword is stored in the keyword association list.

[0084] In the embodiment, it is determined that the combined keywords that hit the recent service handling information can be associated, and the combined keywords are stored in the keyword association list.

[0085] In step S206, the customer information, the keyword original list, and the keyword association list are combined to obtain the request information.

[0086] To further optimize the above embodiment, referring to Figure 3 The embodiment of the application discloses a method flowchart for querying a service resource list from request information in a service resource pool, that is, step S103 can specifically include the following steps.

[0087] In step S301, the keyword original list is subjected to text similarity query of the customer consultation question in the service resource pool to obtain a first query result.

[0088] In step S302, the keyword association list is added to the keyword original list to obtain a target keyword list.

[0089] In step S303, the target keyword list is subjected to text similarity query of the customer consultation question to obtain a second query result.

[0090] In step S304, the first query result and the second query result are subjected to deduplication processing to obtain a target query result.

[0091] In step S305, the target query result is subjected to comprehensive sorting based on the text similarity of the customer consultation question to obtain the service resource list.

[0092] In practical application, each scene module in the service resource pool receives request information, the request information including customer information, a keyword original list, and a keyword association list. First, the keyword original list is subjected to text similarity query of the customer consultation question to obtain a first query result. Then, the keyword association list is added to the keyword original list to obtain a target keyword list, and the target keyword list is subjected to text similarity query of the customer consultation question to obtain a second query result, and the final service resource list is determined based on the first query result and the second query result.

[0093] To further optimize the above embodiment, the application further discloses a specific process of arranging service resources, that is, step S104 can specifically include:

[0094] 1) sorting service resources in the service resource list according to the number of uses from high to low to obtain a new service resource list;

[0095] 2) determining a main service resource and a secondary service resource from the new service resource list by voting;

[0096] 3) associating the main service resource to a network point input port and a network point output port to obtain the target service resource list.

[0097] In actual application, after sorting service resources in the service resource list according to the number of uses from high to low to obtain a new service resource list, the top K (K is a positive integer) service resources can be voted by voting to add the number of votes, and customers can adjust and vote the main service resource after using the system. Finally, the service resource with the highest ranking is selected as the main service resource, and the remaining resources are selected as secondary service resources. The main service resource is associated with the network point input port and the network point output port (such as the intelligent broadcast terminal and the intelligent network point unified display terminal) to obtain the target service resource list.

[0098] To further optimize the above embodiment, the application further discloses an information packaging process, that is, step S105 can specifically include:

[0099] determining the content matching degree between each service resource in the target service resource list;

[0100] when there are two service resources with a content matching degree greater than a preset threshold in the target service resource list, the contained service resource in the two service resources is nested into the containing service resource according to a preset format for information packaging to obtain packaged information.

[0101] In actual application, the content matching degree between each service resource in the target service resource list is analyzed. If there are two service resources with a content matching degree (or association degree) greater than a preset threshold, the contained service resource in the two service resources is nested into the containing service resource according to a preset format for information packaging to obtain packaged information. After information packaging is completed, the packaged information can be displayed and broadcast to customers through the unified display terminal. After customers receive the displayed and broadcasted packaged information, they can actively operate and split, assemble, and vote the packaging result according to actual needs. That is, in addition to displaying the arrangement and packaging results to customers, the application also supports customers to integrate vision, hearing, and operation, improves the efficiency of customer consultation and answers, and improves the experience of question and answer services and business handling.

[0102] Corresponding to the method embodiments, the application further discloses a customer service device.

[0103] Referring to Figure 4 The customer service device disclosed by the embodiments of the application can include the following components.

[0104] The obtaining unit 401 is configured to obtain request information of a customer when the customer handles a service at a smart site.

[0105] The request information is obtained by processing and reorganizing the question-and-answer information and the customer information of the customer when the customer handles the service at the smart site. The customer information includes customer identity authentication information.

[0106] In actual application, when the customer goes to the smart site to handle a service, the customer can speak a consultation question at the site or describe the consultation question in text in any site device. After the smart site receives the consultation question input by the customer, the multi-scene linkage customer service program is directly activated. The customer service program queries the exchange dialogue stored in the back end, identifies the customer, for example, "please swipe your card or input your identity information so as to provide you with better service", and the customer completes the identity information authentication according to the prompt, so that the back-end service obtains the question-and-answer information and the customer information of the customer when the customer handles the service at the smart site.

[0107] The sending unit 402 is configured to send the request information to a service resource pool of the smart site, and the service resource pool includes various scene processing modules.

[0108] The service resource pool includes various scene processing modules, such as a mobile bank end, an intelligent counter end, a telephone bank end, a smart broadcasting end, and a smart site unified display end.

[0109] The querying unit 403 is configured to query the request information in the service resource pool to obtain a service resource list.

[0110] In the embodiments, the query of the request information in the service resource pool is mainly a text similarity query of the customer consultation question.

[0111] The arrangement unit 404 is configured to arrange the service resources included in the smart site based on the service resource list to obtain a target service resource list.

[0112] The arrangement of the service resources included in the smart site in the embodiments mainly determines the main service resource and the secondary service resource from the service resource list.

[0113] The packaging unit 405 is configured to package information based on the content matching degree relationship between the various service resources in the target service resource list to obtain packaged information.

[0114] The display and broadcast unit 406 is configured to display and broadcast the encapsulated information.

[0115] In actual applications, the encapsulated information can be displayed on the interactive display terminal. By displaying and broadcasting the encapsulated information, the user can actively operate the encapsulated information and split, assemble and vote the encapsulation result, realize the integration of viewing, listening and operation, and improve the efficiency of customer consultation and answering, as well as the experience of customer service and business handling.

[0116] In summary, the present application discloses a customer service device, which obtains request information of a customer when the customer handles a business in a smart site, sends the request information to a business resource pool of the smart site, queries the request information in the business resource pool to obtain a business resource list, arranges business resources contained in the smart site based on the business resource list to obtain a target business resource list, encapsulates information based on a content matching degree relationship between each business resource in the target business resource list to obtain encapsulated information, and displays and broadcasts the encapsulated information. The present application can decompose and process the request information of the customer, arrange and encapsulate the business resources contained in the smart site, improve the intuitive feeling of the customer by displaying and broadcasting the encapsulated information, present different customer service forms to the customer, and at the same time, can exert the subjective initiative of the customer, so that the customer service process can be heard and seen, thereby improving the efficiency of customer consultation and answering, as well as the experience of customer service and business handling.

[0117] To further optimize the above embodiment, the obtaining unit 401 can be specifically configured to:

[0118] The obtaining subunit is configured to obtain the question and answer information and customer information of the customer when the customer handles a business in the smart site, and the customer information includes customer identity authentication information.

[0119] The processing and recombination subunit is configured to process and recombine the question and answer information and the customer information to obtain the request information.

[0120] To further optimize the above embodiment, the processing and recombination subunit can be specifically configured to:

[0121] query the latest business handling information of the customer according to the customer information to obtain a business handling information list;

[0122] split the business types and associated businesses in the business handling information list by keywords to obtain a keyword supplement list;

[0123] preprocess the question and answer information based on a standardized processing library to obtain a keyword original list;

[0124] The keywords in the keyword supplementary list and the keyword principle list are combined to obtain a query result;

[0125] When the combined keywords that hit the recent service handling information exist in the query result, the combined keywords are stored in a keyword association list;

[0126] The customer information, the keyword original list, and the keyword association list are combined to obtain the request information.

[0127] To further optimize the above embodiment, the query unit 403 can be specifically configured to:

[0128] The keyword original list is subjected to text similarity query of the customer consultation question in the service resource pool to obtain a first query result;

[0129] The keyword association list is added to the keyword original list to obtain a target keyword list;

[0130] The target keyword list is subjected to text similarity query of the customer consultation question to obtain a second query result;

[0131] The first query result and the second query result are subjected to deduplication processing to obtain a target query result;

[0132] The target query result is subjected to comprehensive sorting based on the text similarity of the customer consultation question to obtain the service resource list.

[0133] In actual application, each scene module in the service resource pool receives a request information, which includes customer information, a keyword original list, and a keyword association list. First, the keyword original list is subjected to text similarity query of the customer consultation question to obtain a first query result. Then, the keyword association list is added to the keyword original list to obtain a target keyword list, and the target keyword list is subjected to text similarity query of the customer consultation question to obtain a second query result. Finally, the final service resource list is determined based on the first query result and the second query result.

[0134] To further optimize the above embodiment, the arrangement unit 404 can be specifically configured to:

[0135] The service resources in the service resource list are sorted in descending order of use frequency to obtain a new service resource list;

[0136] The main service resource and the secondary service resource are determined from the new service resource list in a voting manner;

[0137] Associate the main service resource to a network point input port and a network point output port to obtain the target service resource list.

[0138] To further optimize the above embodiment, the packaging unit 405 can be specifically used for:

[0139] Determine the content matching degree between each service resource in the target service resource list;

[0140] When there are two service resources in the target service resource list with a content matching degree greater than a preset threshold, the contained service resource in the two service resources is nested into the containing service resource according to a preset format to obtain the packaging information.

[0141] It should be particularly noted that the specific working principles of each component in the device embodiment are described in the corresponding part of the method embodiment, which will not be repeated here.

[0142] Corresponding to the above embodiment, as shown in Figure 5 The present application also provides an electronic device, which can include a processor 1 and a memory 2.

[0143] The processor 1 and the memory 2 complete mutual communication through a communication bus 3.

[0144] The processor 1 is used to execute at least one instruction.

[0145] The memory 2 is used to store at least one instruction.

[0146] The processor 1 can be a central processing unit CPU, or a specific integrated circuit ASIC (Application Specific Integrated Circuit), or one or more integrated circuits configured to implement the embodiments of the present application.

[0147] The memory 2 can include a high-speed RAM memory, and can also include a non-volatile memory, such as at least one disk memory.

[0148] The processor executes at least one instruction to realize the following functions:

[0149] Obtain the request information of the customer when handling the business in the smart network point;

[0150] Send the request information to the service resource pool of the smart network point, and the service resource pool includes each scene processing module.

[0151] Query the request information in the service resource pool to obtain a service resource list.

[0152] arrange the service resources contained in the smart site based on the service resource list to obtain a target service resource list;

[0153] perform information encapsulation based on the content matching degree relationship between each service resource in the target service resource list to obtain encapsulated information;

[0154] display and broadcast the encapsulated information.

[0155] Corresponding to the above-mentioned embodiments, the application further discloses a computer readable storage medium, which stores at least one instruction, and the at least one instruction is executed by a processor to realize the following functions:

[0156] obtain request information of a customer when the customer handles a service in a smart site;

[0157] send the request information to a service resource pool of the smart site, wherein the service resource pool comprises various scene processing modules;

[0158] query the request information in the service resource pool to obtain a service resource list;

[0159] arrange the service resources contained in the smart site based on the service resource list to obtain a target service resource list;

[0160] perform information encapsulation based on the content matching degree relationship between each service resource in the target service resource list to obtain encapsulated information;

[0161] display and broadcast the encapsulated information.

[0162] In summary, the application discloses an electronic device and a computer readable storage medium, obtains request information of a customer when the customer handles a service in a smart site, sends the request information to a service resource pool of the smart site, the service resource pool comprises various scene processing modules, queries the request information in the service resource pool to obtain a service resource list, arranges the service resources contained in the smart site based on the service resource list to obtain a target service resource list, performs information encapsulation based on the content matching degree relationship between each service resource in the target service resource list to obtain encapsulated information, and displays and broadcasts the encapsulated information. The application can decompose and process the request information of the customer, arrange and encapsulate the service resources contained in the smart site, improve the intuitive feeling of the customer by displaying and broadcasting the encapsulated information, present different experience forms of customer service to the customer, can also exert the subjective initiative of the customer, make the customer service process can be heard and seen, and thus improve the consultation and question and answer efficiency of the customer, and the experience of question and answer service and service handling.

[0163] It should be noted that the specific working principles of the electronic device and the computer readable storage medium are described in the corresponding part of the method embodiment, and will not be repeated here.

[0164] Finally, it should be noted that in this document, the terms such as first and second are used only to distinguish one entity or operation from another, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the terms "comprise", "include" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or further includes elements inherent to such a process, method, article or device. Without more limitations, the element defined by the statement "comprises a" does not exclude the presence of other identical elements in the process, method, article or device including the element.

[0165] The various embodiments in the specification are described in a progressive manner, and each embodiment focuses on the difference from other embodiments. The same or similar parts between the various embodiments can be referred to each other.

[0166] The above description of the disclosed embodiments enables those skilled in the art to implement or use the present application. Various modifications to these embodiments will be apparent to those skilled in the art, and the general principles defined herein can be implemented in other embodiments without departing from the spirit or scope of the present application. Therefore, the present application will not be limited to these embodiments shown herein, but will conform to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A customer service method characterized by, The method comprises the following steps: obtaining request information of a customer when the customer handles a service in a smart site; sending the request information to a service resource pool of the smart site, wherein the service resource pool comprises various scene processing modules; querying the request information in the service resource pool to obtain a service resource list; arranging service resources contained in the smart site based on the service resource list to obtain a target service resource list; performing information encapsulation based on a content matching degree relationship between the various service resources in the target service resource list to obtain encapsulated information; displaying and broadcasting the encapsulated information; wherein the arrangement of the service resources contained in the smart site based on the service resource list to obtain the target service resource list comprises: sorting the service resources in the service resource list in descending order of use frequency to obtain a new service resource list; determining a main service resource and a secondary service resource from the new service resource list by means of voting; associating the main service resource with a site input port and a site output port to obtain the target service resource list; wherein the information encapsulation based on the content matching degree relationship between the various service resources in the target service resource list to obtain the encapsulated information comprises: determining the content matching degree between the various service resources in the target service resource list; when there are two service resources with a content matching degree greater than a preset threshold in the target service resource list, nesting a contained service resource in a containing service resource according to a preset format to perform information encapsulation, and obtaining the encapsulated information.

2. The customer service method according to claim 1, characterized by, The obtaining of the request information of the customer when the customer handles a service in the smart site comprises: obtaining question and answer information and customer information of the customer when the customer handles a service in the smart site, wherein the customer information comprises customer identity authentication information; processing and reorganizing the question and answer information and the customer information to obtain the request information.

3. The customer service method according to claim 2, characterized by, The processing and reorganizing of the question and answer information and the customer information to obtain the request information comprises: querying customer recent service handling information according to the customer information to obtain a service handling information list; performing keyword splitting on a service type and an associated service in the service handling information list to obtain a keyword supplement list; performing preprocessing on the question and answer information based on a standardization processing library to obtain a keyword original list; selecting keywords in the keyword supplement list and the keyword original list to perform combined querying to obtain a query result; when there is a combined keyword in the query result that hits the recent service handling information, storing the combined keyword in a keyword association list; combining the customer information, the keyword original list, and the keyword association list to obtain the request information.

4. The customer service method according to claim 3, characterized by, The querying of the request information in the service resource pool to obtain a service resource list comprises: performing text similarity querying of customer consultation questions on the keyword original list in the service resource pool to obtain a first query result; adding the keyword association list to the keyword original list to obtain a target keyword list; performing a text similarity query on the target keyword list and the customer consultation question to obtain a second query result; performing a deduplication process on the first query result and the second query result to obtain a target query result; performing comprehensive sorting on the target query result based on the text similarity of the customer consultation question to obtain the business resource list.

5. A customer service device, characterized by Comprise: an acquisition unit configured to acquire request information of a customer when the customer handles a business at a smart site; a sending unit configured to send the request information to a business resource pool of the smart site, the business resource pool comprising various scene processing modules; a query unit configured to query the request information in the business resource pool to obtain a business resource list; an arrangement unit configured to arrange business resources included in the smart site based on the business resource list to obtain a target business resource list; an encapsulation unit configured to encapsulate information based on a content matching degree relationship between the various business resources in the target business resource list to obtain encapsulated information; a display and broadcast unit configured to display and broadcast the encapsulated information; The arrangement unit is specifically configured to sort the business resources in the business resource list according to the number of uses from high to low to obtain a new business resource list, determine a main business resource and a secondary business resource from the new business resource list using a voting method, and associate the main business resource to a site input port and a site output port to obtain the target business resource list. The encapsulation unit is specifically configured to determine the content matching degree between the various business resources in the target business resource list, and when there are two business resources in the target business resource list with a content matching degree greater than a preset threshold, encapsulate information by nesting a contained business resource in a containing business resource according to a preset format to obtain the encapsulated information. The acquisition unit comprises: an acquisition subunit configured to acquire question and answer information and customer information of a customer when the customer handles a business at the smart site, the customer information comprising customer identity authentication information; 6. The customer service device of claim 5, wherein, a processing and recombination subunit configured to process and recombine the question and answer information and the customer information to obtain the request information. The electronic device comprises a memory and a processor; The memory is configured to store at least one instruction; 7. An electronic device, comprising: The processor is configured to execute the at least one instruction to implement the customer service method of any one of claims 1-4. The computer readable storage medium stores at least one instruction, and the at least one instruction is executed by the processor to implement the customer service method of any one of claims 1-4. ​ 8. A computer-readable storage medium, characterized in that, ​

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