Virtual intelligent customer service method and device, electronic device and storage medium

Abstract

The application relates to a virtual intelligent customer service method and device, an electronic device and a storage medium, wherein the method comprises the following steps: acquiring consultation information by using a screen device, and transmitting the consultation information to a cloud server; receiving a customer service video in a first client matched with the consultation information from the cloud server to provide a video customer service; and the picture of the customer service video has a virtual image of a customer service personnel; through the application, the problems that customer service in a customer service center directly connected with the screen device cannot be provided in time and the intelligent degree of the customer service is low in the related art are solved, the intelligent customer service is realized based on the automatic intelligent matching of the first client according to the consultation information, and the intelligent degree is improved.

Description

[0001] This application is a divisional application of the invention entitled "Virtual Intelligent Customer Service Method, Apparatus, Electronic Device and Storage Medium", filed on February 14, 2022, with application number 2022101329580. Technical Field

[0002] This application relates to the field of intelligent customer service technology, and in particular to virtual intelligent customer service methods, apparatus, electronic devices, and storage media. Background Technology

[0003] Customer service should be convenient and quick to help users resolve issues. Traditional customer service solutions for screen devices involve setting up a customer service option on the device itself, along with a contact number for the customer service center. Users then dial the appropriate number to receive assistance. The drawback of this solution is that it only provides a phone number and cannot offer direct access to the customer service center via the screen device, resulting in a low level of automation in the customer service process.

[0004] There are currently no effective solutions to the problems of the inability to provide timely customer service to the customer service center for screen devices and the low level of intelligence in customer service in related technologies. Summary of the Invention

[0005] This embodiment provides a virtual intelligent customer service method, device, electronic device, and storage medium to solve the problems in related technologies such as the inability to provide timely customer service through direct connection between screen devices and customer service centers, and the low level of intelligence in customer service.

[0006] Firstly, this embodiment provides a virtual intelligent customer service method applicable to merchants' screen devices, the method comprising:

[0007] The consultation information is obtained through the screen device and transmitted to the cloud server.

[0008] The system receives customer service videos from a first client that match the consultation information from the cloud server to provide video customer service services; the customer service videos feature virtual images of customer service personnel.

[0009] In some embodiments, the method further includes:

[0010] Each client is tagged according to the business tags and weights in the preset business tree.

[0011] In some embodiments, the method further includes:

[0012] In the cloud server, the consultation information from the screen device is received, the consultation information is classified to obtain business information, and corresponding business tags are matched based on the business information;

[0013] The first client to be matched is determined based on the weight of the matched business tags;

[0014] The customer service video of the first client that has enabled video customer service will be pushed to the screen device.

[0015] In some embodiments, the method further includes:

[0016] In the cloud server, the consultation information from the screen device is received, the consultation information is converted and classified to obtain business information, and corresponding business tags are matched based on the business information;

[0017] The first client to be matched is determined based on the weight of the matched business tags;

[0018] The customer service video of the first client that has enabled video customer service will be pushed to the screen device.

[0019] In some embodiments, the method further includes:

[0020] During the provision of video customer service, the consultation information is monitored in real time to determine whether the consultation information involves a second client.

[0021] If the consultation information involves a second client, the customer service video from the second client that matches the consultation information will be pushed to the screen device, and the virtual image of the customer service personnel in the customer service video on the screen device will remain unchanged.

[0022] In some embodiments, the method further includes:

[0023] In either the first or second client, when the video customer service service is enabled, a customer service video is generated in real time, and the virtual image of the customer service personnel in the video is driven by the built-in camera device.

[0024] In some embodiments, the method further includes:

[0025] Obtain customer feedback information and update the weight of each client based on the feedback information.

[0026] Secondly, this embodiment provides a virtual intelligent customer service device, including a screen device; the screen device includes an acquisition module and a service module;

[0027] The acquisition module is used to acquire consultation information using the screen device and transmit the consultation information to the cloud server;

[0028] The service module is used to receive customer service videos from the cloud server that match the consultation information from a first client, so as to provide video customer service services; the customer service video screen has a virtual image of a customer service person.

[0029] Thirdly, this embodiment provides an electronic device including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the virtual intelligent customer service method described in the first aspect above.

[0030] Fourthly, this embodiment provides a storage medium storing a computer program that, when executed by a processor, implements the virtual intelligent customer service method described in the first aspect above.

[0031] Compared with related technologies, the virtual intelligent customer service method, device, electronic device, and storage medium provided in this embodiment utilize a screen device to obtain consultation information and transmit the consultation information to a cloud server; it receives customer service video from a first client that matches the consultation information from the cloud server to provide video customer service; the customer service video has a virtual image of the customer service personnel; it solves the problems in related technologies that cannot provide timely customer service through direct connection of the screen device to the customer service center and have a low level of intelligence in customer service, and can automatically and intelligently match the first client based on the consultation information to realize intelligent customer service and improve the level of intelligence.

[0032] Details of one or more embodiments of this application are set forth in the following drawings and description to make other features, objects and advantages of this application more readily apparent. Attached Figure Description

[0033] The accompanying drawings, which are included to provide a further understanding of this application and form part of this application, illustrate exemplary embodiments and are used to explain this application, but do not constitute an undue limitation of this application. In the drawings:

[0034] Figure 1 This is a flowchart of a virtual intelligent customer service method provided in an embodiment of this application;

[0035] Figure 2 This is a flowchart of a virtual intelligent customer service method provided in another embodiment of this application;

[0036] Figure 3 This is a structural block diagram of a virtual intelligent customer service device provided in an embodiment of this application;

[0037] Figure 4 This is a structural block diagram of a virtual intelligent customer service platform provided in one embodiment of this application.

[0038] In the diagram: 101, Acquisition Module; 102, Service Module; 41, Screen Device; 42, Cloud Server; 43, Client. Detailed Implementation

[0039] To better understand the purpose, technical solution, and advantages of this application, the application is described and illustrated below in conjunction with the accompanying drawings and embodiments.

[0040] Unless otherwise defined, the technical or scientific terms used in this application shall have the general meaning as understood by one of ordinary skill in the art to which this application pertains. Words such as “a,” “an,” “an,” “the,” “the,” and “these,” used in this application, do not indicate quantitative limitation and may be singular or plural. The terms “comprising,” “including,” “having,” and any variations thereof used in this application are intended to cover non-exclusive inclusion; for example, a process, method, system, product, or device that comprises a series of steps or modules (units) is not limited to the listed steps or modules (units) but may include steps or modules (units) not listed, or may include other steps or modules (units) inherent to such processes, methods, products, or devices. The terms “connected,” “linked,” and “coupled,” used in this application, are not limited to physical or mechanical connections but may include electrical connections, whether direct or indirect. The term “multiple” used in this application refers to two or more. The "and / or" operator describes the relationship between related objects, indicating that three relationships can exist. For example, "A and / or B" can represent three cases: A alone, A and B simultaneously, and B alone. Typically, the character " / " indicates that the objects before and after it are in an "or" relationship. The terms "first," "second," and "third," etc., used in this application are merely for distinguishing similar objects and do not represent a specific ordering of the objects.

[0041] This embodiment provides a virtual intelligent customer service method. Figure 1 This is a flowchart of the virtual intelligent customer service method in this embodiment, such as... Figure 1 As shown, the process includes the following steps:

[0042] Step S101: Obtain consultation information using the screen device and transmit the consultation information to the cloud server;

[0043] Step S102: Receive customer service video from the first client that matches the consultation information from the cloud server to provide video customer service; the customer service video screen has a virtual image of the customer service personnel.

[0044] It should be noted that shopping malls are equipped with customer service centers and display screens. Customer service centers typically have staff; shoppers only need to input their inquiries through the display screens, and the customer service center will provide the corresponding assistance, eliminating the need for shoppers to specifically navigate to the center. Display screens can be placed in convenient locations such as next to elevators, entrances, and exits within the shopping mall. Users can input their inquiries through the screen's user interface, which can be text or voice messages. Display screens refer to devices with screens; including but not limited to wayfinding devices and advertising guidance devices.

[0045] The system retrieves consultation information from the screen device and transmits it to a cloud server. It then receives customer service video from a first client that matches the consultation information, providing video customer service. The first client can be a mobile terminal, fixed terminal, or portable terminal, such as a mobile phone, site, unit, device, multimedia computer, multimedia tablet, internet node, communicator, desktop computer, laptop computer, notebook computer, netbook computer, tablet computer, personal communication system (PCS) device, personal navigation device, personal digital assistant (PDA), audio / video player, digital camera / camcorder, positioning device, television receiver, radio receiver, e-book device, gaming device, or any combination thereof, including accessories and peripherals of these devices or any combination thereof. For example, if the first client is a tablet computer, and each tablet computer is assigned to a dedicated customer service representative, then a suitable tablet computer can be matched based on the consultation information, allowing the corresponding customer service representative to provide real-time video customer service through video communication between the tablet computer and the screen device. Furthermore, the video customer service screen displays a virtual avatar of the customer service representative, greatly improving the convenience and experience of users in resolving their needs, while also reducing the operational and management costs of training customer service staff in the shopping mall. The implementation methods of other first clients will not be elaborated here.

[0046] Through the above steps, intelligent customer service can be achieved by automatically and intelligently matching the first client based on the consultation information, thereby improving the level of intelligence. It also greatly improves the convenience and experience of users in solving their needs, while reducing the operation and management costs of shopping malls in training customer service staff. This solves the problem of the inability to provide timely customer service through direct connection between screen devices and customer service centers, and the low level of intelligence in customer service.

[0047] In some embodiments, the virtual intelligent customer service method further includes the following steps:

[0048] Each client is tagged according to the business tags and weights in the preset business tree.

[0049] Specifically, the business tree is pre-defined and categorized according to the business handled by different customer service personnel. For example: First client A corresponds to customer service representative A; customer service representative A's corresponding tag is "membership card"; weight is 1. First client B corresponds to customer service representative B; customer service representative B's corresponding tags are "recharge," "membership discount," and "card replacement"; weight is 1. First client C corresponds to customer service representative C; customer service representative C's corresponding tags are "card replacement" and "re-binding"; weight is 1. Here, "membership card," "recharge," "membership discount," and "card replacement" are all parent nodes; "re-binding" is a child node of "card replacement." Each first client initially has a weight of 1. The weights are updated during subsequent service processes, and when matching clients later, the updated weights are used. Specifically, the weight update process can be as follows: obtain customer review information and update the weights of each client based on the review information. For example, negative reviews will result in a lower weight, while positive reviews will result in a higher weight.

[0050] Inquiry information can take many forms, including voice and text. Different technologies are required on the cloud server for different formats.

[0051] In some embodiments, for inquiries in text format, the virtual intelligent customer service method further includes the following steps:

[0052] In the cloud server, the system receives inquiries from screen devices, categorizes these inquiries to obtain business information, and matches corresponding business tags based on this business information.

[0053] The first matching client is determined based on the weight of the matched business tags;

[0054] The customer service video of the first client to enable video customer service will be pushed to the screen device.

[0055] In some embodiments, for inquiries in the form of voice, the virtual intelligent customer service method further includes the following steps:

[0056] In the cloud server, the system receives consultation information from screen devices, transforms and classifies the consultation information to obtain business information, and matches the corresponding business tags based on the business information.

[0057] The first matching client is determined based on the weight of the matched business tags;

[0058] The customer service video of the first client to enable video customer service will be pushed to the screen device.

[0059] Specifically, if the inquiry information is in voice format, it needs to be converted from voice to text. Then, word2tovec technology is used to categorize the inquiry information to obtain business information. Voice-to-text conversion can be implemented using software. Business information can be assigned to different business tags. By comparing the business information with the business tags in the business tree, the corresponding business tags can be matched. The first matching client is determined based on the weight of the matched business tags. For example: the inquiry information is: "How to replace a SIM card"; the business information is: "replace a SIM card"; the matched business tag is: "replace a SIM card"; the first matching client is client B (weight 1) and client C (weight 0.9). The first client is then selected based on the matching order and weight. In this embodiment, the client with the higher weight is preferred; if all conditions are the same, the first client is randomly selected. In this case, client B is selected as the first matching client. Video customer service is enabled on client B, and the customer service video from client B is pushed to the screen device. In other embodiments, the above steps can also be implemented on the screen device.

[0060] In some of these embodiments, such as Figure 2 As shown, the virtual intelligent customer service method also includes the following steps:

[0061] Step S201: During the process of providing video customer service, monitor the consultation information in real time and determine whether the consultation information involves a second client.

[0062] Step S202: If the inquiry information involves a second client, push the customer service video from the second client that matches the inquiry information to the screen device, and keep the virtual image of the customer service personnel in the customer service video on the screen device unchanged.

[0063] Specifically, the system can monitor inquiries during video customer service in real time on the cloud server or screen device to determine if the inquiry involves a second client. The second client is the same as the first client, differing only in the matching timeframe. The first client is identified during the first matching of the inquiry information; the second client is identified during the second matching. Essentially, the second client is the client remaining after excluding the first client during the customer service process. The process of determining if the inquiry involves a second client involves real-time conversion and classification of the inquiry information to obtain business information, and matching corresponding business tags based on this information. The second client is then determined based on the weight of the matched business tags. If a second client is matched, the inquiry is considered to involve it. The customer service video from the matched second client is then pushed to the screen device, maintaining the virtual image of the customer service representative in the screen device's video feed. Pushing the customer service video from the matched second client to the screen device can replace the customer service video from the first client, seamlessly switching customer service personnel for the user and automatically classifying the inquiry and activating the appropriate customer service representative to provide service. In one embodiment, each client can be numbered, with each number corresponding to a customer service representative. When a client is matched with the consultation information, the client's number can be determined, and the customer service video of the client can be ultimately determined.

[0064] In other embodiments, the customer service video in the first client and the customer service video in the second client can be merged into a third customer service video to provide customer service; and the virtual image of the customer service personnel in the third customer service video is the same as the virtual image of the customer service personnel in the first customer service video; thereby providing a more comprehensive and three-dimensional customer service service to deal with and solve more complex problems.

[0065] In some embodiments, the virtual intelligent customer service method further includes the following steps:

[0066] In either the first or second client, when the video customer service service is enabled, a customer service video is generated in real time, and the virtual image of the customer service personnel in the video is driven by the built-in camera device.

[0067] Specifically, each client has a built-in camera device. This device includes, but is not limited to, webcams, cameras, microphones, and speakers. When the cloud server matches a client, it sends an activation request to the corresponding client, generating a customer service call interface on the client and notifying the appropriate customer service representative to answer. Once the representative answers the call, the video customer service service is activated. A customer service video is generated in real-time, and the built-in camera device drives a virtual avatar of the customer service representative in the video feed. Simultaneously, the cloud server notifies the navigation device that a corresponding client has responded. The client pushes the stream via RTC technology, while the screen device pulls the stream, pushing the driven virtual avatar of the customer service video to the screen device, thus enabling remote customer service through a virtual avatar during the customer service process.

[0068] The virtual avatar, driven by the client's camera, includes facial expressions and gestures. The virtual avatar algorithm can be implemented using an SDK to control the client's camera.

[0069] It should be noted that the steps shown in the above process or in the flowchart of the accompanying figures can be executed in a computer system such as a set of computer-executable instructions, and although a logical order is shown in the flowchart, in some cases the steps shown or described may be executed in a different order than that shown here.

[0070] This embodiment also provides a virtual intelligent customer service device, which is used to implement the above embodiments and preferred embodiments; details already described will not be repeated. The terms "module," "unit," "subunit," etc., used below refer to combinations of software and / or hardware that implement a predetermined function. Although the device described in the following embodiments is preferably implemented in software, hardware implementation, or a combination of software and hardware, is also possible and contemplated.

[0071] Figure 3 This is a structural block diagram of the virtual intelligent customer service device in this embodiment, as shown below. Figure 3 As shown, the device includes a screen device, which includes an acquisition module 101 and a service module 102.

[0072] The acquisition module 101 is used to acquire consultation information using the screen device and transmit the consultation information to the cloud server;

[0073] Service module 102 is used to receive customer service videos from the first client that match the consultation information from the cloud server in order to provide video customer service services; the customer service video screen has a virtual image of the customer service personnel.

[0074] The aforementioned device solves the problems in related technologies such as the inability to provide timely customer service through direct connection between screen devices and customer service centers, and the low level of intelligence in customer service. It can automatically and intelligently match the first client based on the consultation information to realize intelligent customer service and improve the level of intelligence.

[0075] In some embodiments, the above-described apparatus further includes a marking module;

[0076] The tagging module is used to tag each client according to the business tags and weights in the preset business tree.

[0077] In some embodiments, the above-described apparatus further includes a cloud server;

[0078] The cloud server is used to receive inquiry information from screen devices, classify the inquiry information, obtain business information, and match corresponding business tags based on the business information;

[0079] The first matching client is determined based on the weight of the matched business tags;

[0080] The customer service video of the first client to enable video customer service will be pushed to the screen device.

[0081] Alternatively, it can be used to receive consultation information from screen devices, convert and classify the consultation information to obtain business information, and match the corresponding business tags based on the business information;

[0082] The first matching client is determined based on the weight of the matched business tags;

[0083] The customer service video of the first client to enable video customer service will be pushed to the screen device.

[0084] In some embodiments, the cloud server of the above-mentioned device is also used to monitor the consultation information in real time during the process of providing video customer service, and to determine whether the consultation information involves a second client.

[0085] If the inquiry information involves a second client, the customer service video from the second client that matches the inquiry information will be pushed to the screen device, and the virtual image of the customer service personnel in the customer service video on the screen device will remain unchanged.

[0086] In some embodiments, the above-described apparatus further includes a client:

[0087] The client application is used to generate real-time customer service videos when the video customer service service is enabled, and uses the built-in camera to drive the virtual image of the customer service personnel in the video.

[0088] In some embodiments, the above-described apparatus further includes an update module:

[0089] The update module is used to obtain customer review information and update the weight of each client based on the review information.

[0090] The method embodiments provided in this example can be executed in a virtual intelligent customer service platform. Figure 4 This is a structural block diagram of the virtual intelligent customer service platform in this embodiment. Figure 4 As shown, for example, a virtual intelligent customer service platform includes a screen device 41 set up in a shopping mall, a cloud server 42, and a client 43. Those skilled in the art will understand that... Figure 4 The structure shown is for illustrative purposes only and does not limit the structure of the virtual intelligent customer service platform described above. For example, the virtual intelligent customer service platform may also include... Figure 4 The more or fewer components shown, or having the same Figure 4 The different configurations shown are illustrated.

[0091] The screen device 41 is equipped with a human-computer interaction interface connected to a cloud server. It performs actions such as obtaining consultation information using the screen device 41 and transmitting the consultation information to the cloud server; receiving customer service video from a first client matching the consultation information from the cloud server to provide video customer service; and displaying a virtual image of a customer service representative in the customer service video. Specifically, the screen device 41 may include one or more processors and a memory for storing data. The processor may include, but is not limited to, a microprocessor (MCU) or a programmable logic device (FPGA). The screen device 41 may also include transmission devices for communication functions and input / output devices.

[0092] The memory can be used to store computer programs, such as application software programs and modules, like the computer program corresponding to the virtual intelligent customer service method in this embodiment. The processor executes various functional applications and data processing by running the computer program stored in the memory, thereby implementing the above-described method. The memory may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some instances, the memory may further include memory remotely located relative to the processor, and these remote memories can be connected to the terminal via a network. Examples of such networks include, but are not limited to, the Internet, corporate intranets, local area networks, mobile communication networks, and combinations thereof.

[0093] The transmission device is used to receive or send data via a network. This network includes a wireless network provided by the terminal's communication provider. In one example, the transmission device includes a Network Interface Controller (NIC), which can connect to other network devices via a base station to communicate with the Internet. In another example, the transmission device may be a Radio Frequency (RF) module, used for wireless communication with the Internet.

[0094] The cloud server 42 is connected to each client 43 and is used to perform steps such as receiving consultation information from the screen device 41, classifying the consultation information to obtain business information, and matching corresponding business tags based on the business information; determining the first matching client according to the weight of the matched business tags; and pushing the customer service video of the first client that has started video customer service to the screen device 41.

[0095] Among them, client 43 refers to the terminal used by customer service personnel, which is used to generate customer service videos in real time and uses the built-in camera device to drive the virtual image of customer service personnel in the customer service video.

[0096] The cloud server 42 and client 43 mentioned above can also be equipped with processors and memory, which will not be elaborated on here.

[0097] It should be noted that the above modules can be functional modules or program modules, and can be implemented through software or hardware. For modules implemented through hardware, the above modules can reside in the same processor; or the above modules can be located in different processors in any combination.

[0098] This embodiment also provides an electronic device including a memory and a processor, the memory storing a computer program and the processor being configured to run the computer program to perform the steps in any of the above method embodiments.

[0099] Optionally, the electronic device may further include a transmission device and an input / output device, wherein the transmission device is connected to the processor and the input / output device is connected to the processor.

[0100] Optionally, in this embodiment, the processor can be configured to perform the following steps via a computer program:

[0101] S1 uses screen devices to obtain consultation information and transmits the consultation information to the cloud server;

[0102] S2 receives customer service video from the first client that matches the consultation information from the cloud server to provide video customer service; the customer service video has a virtual image of the customer service personnel.

[0103] It should be noted that the specific examples in this embodiment can refer to the examples described in the above embodiments and optional implementations, and will not be repeated in this embodiment.

[0104] Furthermore, in conjunction with the virtual intelligent customer service method provided in the above embodiments, this embodiment can also provide a storage medium for implementation. The storage medium stores a computer program; when the computer program is executed by a processor, it implements any of the virtual intelligent customer service methods in the above embodiments.

[0105] It should be understood that the specific embodiments described herein are merely illustrative of the application and not intended to limit it. All other embodiments derived by those skilled in the art based on the embodiments provided in this application without inventive effort are within the scope of protection of this application.

[0106] Obviously, the accompanying drawings are merely some examples or embodiments of this application. Those skilled in the art can apply this application to other similar situations based on these drawings without any creative effort. Furthermore, it is understood that although the work done in this development process may be complex and lengthy, for those skilled in the art, certain design, manufacturing, or production modifications made based on the technical content disclosed in this application are merely conventional technical means and should not be considered as insufficient disclosure of this application.

[0107] The term "embodiment" in this application refers to a specific feature, structure, or characteristic described in connection with an embodiment that may be included in at least one embodiment of this application. The appearance of this phrase in various places in the specification does not necessarily imply the same embodiment, nor does it imply that it is mutually exclusive with or independent of other embodiments. It will be clearly or implicitly understood by those skilled in the art that the embodiments described in this application may be combined with other embodiments without conflict.

[0108] The embodiments described above are merely illustrative of several implementation methods of this application, and while the descriptions are relatively specific and detailed, they should not be construed as limiting the scope of patent protection. It should be noted that those skilled in the art can make various modifications and improvements without departing from the concept of this application, and these all fall within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the appended claims.

Claims

1. A virtual intelligent customer service method, characterized in that, The method, applicable to screen devices for merchants, includes: The consultation information is obtained through the screen device and transmitted to the cloud server. The system receives customer service videos from a first client that match the consultation information from the cloud server to provide video customer service services; the customer service videos feature virtual images of customer service personnel. In the cloud server, the consultation information from the screen device is received, the consultation information is converted and classified to obtain business information, and corresponding business tags are matched based on the business information; The first client to be matched is determined based on the weight of the matched business tags; The customer service video of the first client that has enabled video customer service will be pushed to the screen device; During the provision of video customer service, the consultation information is monitored in real time to determine whether the consultation information involves a second client. If the consultation information involves a second client, the customer service video from the second client that matches the consultation information will be pushed to the screen device, and the virtual image of the customer service personnel in the customer service video on the screen device will remain unchanged.

2. The virtual intelligent customer service method according to claim 1, characterized in that, The method further includes: Each client is tagged according to the business tags and weights in the preset business tree.

3. The virtual intelligent customer service method according to claim 1, characterized in that, The method further includes: In either the first or second client, when the video customer service service is enabled, a customer service video is generated in real time, and the virtual image of the customer service personnel in the video is driven by the built-in camera device.

4. The virtual intelligent customer service method according to claim 1, characterized in that, The method further includes: Obtain customer feedback information and update the weight of each client based on the feedback information.

5. A virtual intelligent customer service device, characterized in that, The device includes a screen device; the screen device includes an acquisition module, a service module, and a cloud server. The acquisition module is used to acquire consultation information using the screen device and transmit the consultation information to the cloud server; The service module is used to receive customer service videos from the cloud server that match the consultation information from a first client, so as to provide video customer service services. The customer service video features a virtual avatar of a customer service representative. The cloud server is used to receive the consultation information from the screen device, convert and classify the consultation information to obtain business information, and match corresponding business tags based on the business information. The first client to be matched is determined based on the weight of the matched business tags; The customer service video of the first client that has enabled video customer service will be pushed to the screen device; The cloud server is also used to monitor the consultation information in real time during the provision of video customer service, and to determine whether the consultation information involves a second client. If the consultation information involves a second client, the customer service video from the second client that matches the consultation information will be pushed to the screen device, and the virtual image of the customer service personnel in the customer service video on the screen device will remain unchanged.

6. An electronic device comprising a memory and a processor, characterized in that, The memory stores a computer program, and the processor is configured to run the computer program to perform the steps of the virtual intelligent customer service method according to any one of claims 1 to 4.

7. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by a processor, it implements the steps of the virtual intelligent customer service method according to any one of claims 1 to 4.

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