A method for managing information customer service acceptance channels based on demand analysis

Abstract

The present invention provides an information customer service acceptance channel management method and system based on demand analysis, which belongs to the field of data management technology, and specifically includes: determining the description clarity of the user's problem according to the analysis result of the problem description data of the user's information system, determining the user's similar historical problems and the problem similarity with different similar historical problems based on the user's problem description data, and determining the user's problem solving complexity in combination with the processing feedback data of different similar historical problems. When the user's problem solving complexity meets the requirements, the user's matching acceptance channel is determined through the congestion assessment amounts of different screening acceptance channels and the correlation between customer service and the user's similar historical problems, thereby further ensuring the user's problem solving efficiency.

Description

Technical Field

[0001] The present invention belongs to the technical field of data management, and in particular relates to an information customer service acceptance channel management method based on demand analysis. Background Art

[0002] As the number of information system applications in power companies increases, the number of problems users encounter in using information systems also increases, which not only makes it difficult for the information system's availability to meet requirements, but also makes it difficult for users to meet requirements in terms of usage experience.

[0003] In order to solve the above technical problems, power companies generally establish information customer service to meet the needs of users of power companies to solve usage problems. Specifically, in the invention patent CN201611208017.1 "Construction method of customer service knowledge base of power information system based on work order data analysis", the customer service work order of the power information system is used as the data source, and the customer service knowledge base of the power information system is constructed to convert historical customer service experience data into expert knowledge, support users to consult and solve problems online, and realize the self-service online answering function of user problems. However, it is not difficult to find that there are the following technical problems:

[0004] In order to meet users' problem-solving needs, power companies generally establish multiple channels such as telephone, email, and instant messaging. Due to the differences in the types of problems faced by different users, the urgency of their solutions also varies to a certain extent. Therefore, if users cannot be diverted to different acceptance channels based on the urgency of solving their problems, the efficiency of solving users' problems cannot be guaranteed.

[0005] In response to the above technical problems, the present invention provides an information customer service acceptance channel management method based on demand analysis. Summary of the invention

[0006] To achieve the purpose of the present invention, the present invention adopts the following technical solutions:

[0007] According to one aspect of the present invention, a method for managing information customer service acceptance channels based on demand analysis is provided.

[0008] A method for managing information customer service acceptance channels based on demand analysis, characterized by comprising:

[0009] S1 determines the problem description data of the user's information system through a unified acceptance channel, and performs description clarity of the user's problem according to the analysis result of the problem description data of the user's information system. When the description clarity of the user's problem meets the requirement, proceed to the next step;

[0010] S2 determines the user's similar historical problems and the similarity between the user's similar historical problems and different similar historical problems based on the user's problem description data, and determines the user's problem solving complexity in combination with the processing feedback data of different similar historical problems. When the user's problem solving complexity meets the requirements, proceed to the next step;

[0011] S3 determines the queuing users of different information receiving channels according to the queuing data of different information receiving channels, determines the congestion assessment amount of different information receiving channels and selects the receiving channels according to the description clarity and problem solving complexity of different queuing users;

[0012] S4 determines the matching acceptance channel for the user based on the congestion assessment amounts of different screening acceptance channels and the association between the customer service and similar historical issues of the user.

[0013] The beneficial effects of the present invention are:

[0014] 1. Determine the clarity of the description of the user's problem based on the analysis results of the problem description data of the user's information system. Determine the number of characters in the problem description data and the key keywords that reflect the problem from the analysis results of the problem description data, thereby determining the clarity of the problem description. By screening users whose descriptions are not clear enough, the efficiency of problem solving of the above data is guaranteed through the set information acceptance channels.

[0015] 2. The user's matching acceptance channel is determined by the congestion assessment of different screening acceptance channels and the correlation between customer service and user's similar historical questions. Not only the congestion of the screening acceptance channel is taken into account, but also the answer data of similar historical questions with similar problem descriptions of different customer service staff and users are taken into account, thereby ensuring the matching of the processing of the matching acceptance channel and realizing the screening of the user's matching acceptance channel from multiple angles.

[0016] A further technical solution is that the parsing result of the problem description data includes the information system module associated with the problem description data, the number of characters in the problem description data, the number of problem keywords and the matching conditions between different problem keywords.

[0017] A further technical solution is that the method for determining the matching conditions between the different question keywords is:

[0018] Different question keywords in the same historical question data are used as screening question data, and the matching conditions between different question keywords are determined according to the proportion of the screening question data in the historical question data containing the question keywords.

[0019] A further technical solution is that the method for determining the description clarity of the user's question is:

[0020] Determine the number of characters in the problem description data based on the parsing result of the problem description data of the user's information system, and determine the basic description clarity of the user's problem based on the number of characters in the problem description data;

[0021] Acquire the number of question keywords of the question description data, and determine the correction amount of the description clarity of the user's question based on the matching conditions between different question keywords;

[0022] The description clarity of the user's question is determined by the basic description clarity of the user's question and the correction amount of the description clarity.

[0023] A further technical solution is that the value range of the description clarity of the user's question is between 0 and 1, wherein when the description clarity of the user's question is greater than a preset clarity, it is determined that the description clarity of the user's question meets the requirement.

[0024] A further technical solution is that when the description clarity of the user's question does not meet the requirements, the user is classified into an information acceptance channel of instant messaging.

[0025] A further technical solution is that the method for determining the matching acceptance channel is:

[0026] Determine the correlation coefficient between the customer service staff of different screening acceptance channels and the similar historical questions of the user based on the number of responses to similar historical questions from the customer service staff of different screening acceptance channels, the similarity between different historical similar questions and the question description data of the user, and the processing feedback data;

[0027] The comprehensive matching degree of different screening and acceptance channels is determined by the congestion assessment amount of different screening and acceptance channels and the correlation coefficient of similar historical problems between customers of different screening and acceptance channels and the user, and the matching acceptance channel among the screening and acceptance channels is determined based on the comprehensive matching degree.

[0028] On the other hand, the present invention provides a computer system, comprising: a memory and a processor connected in communication, and a computer program stored in the memory and capable of running on the processor, characterized in that: when the processor runs the computer program, it executes the above-mentioned information customer service acceptance channel management method based on demand analysis.

[0029] Other features and advantages will be described in the following description, and partly become apparent from the description, or understood by practicing the invention. The purpose and other advantages of the invention are realized and obtained by the structures particularly pointed out in the description and the drawings.

[0030] In order to make the above-mentioned objects, features and advantages of the present invention more obvious and easy to understand, preferred embodiments are given below and described in detail with reference to the accompanying drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0031] The above and other features and advantages of the present invention will become more apparent by describing in detail exemplary embodiments thereof with reference to the attached drawings.

[0032] Figure 1 It is a flow chart of the information customer service acceptance channel management method based on demand analysis;

[0033] Figure 2 is a flow chart of a method for determining the clarity of description of a user's problem;

[0034] Figure 3 It is a flow chart of a method for determining the complexity of a user's problem solving. DETAILED DESCRIPTION

[0035] Example embodiments will now be described more fully with reference to the accompanying drawings. However, example embodiments can be implemented in a variety of forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that the present invention will be comprehensive and complete and fully convey the concepts of the example embodiments to those skilled in the art. The same reference numerals in the figures represent the same or similar structures, and thus their detailed description will be omitted.

[0036] The terms "a", "an", "the", and "said" are used to indicate the presence of one or more elements / components / etc.; the terms "comprising" and "having" are used to express an open-ended inclusive meaning and mean that additional elements / components / etc. may be present in addition to the listed elements / components / etc.

[0037] Example 1

[0038] To solve the above problems, according to one aspect of the present invention, Figure 1 According to one aspect of the present invention, a method for managing information customer service acceptance channels based on demand analysis is provided, which is characterized by specifically comprising:

[0039] S1 determines the problem description data of the user's information system through a unified acceptance channel, and performs description clarity of the user's problem according to the analysis result of the problem description data of the user's information system. When the description clarity of the user's problem meets the requirement, proceed to the next step;

[0040] Specifically, the parsing result of the problem description data includes the information system module associated with the problem description data, the number of characters in the problem description data, the number of problem keywords, and the matching conditions between different problem keywords.

[0041] It should be noted that the method for determining the matching conditions between the different question keywords is:

[0042] Different question keywords in the same historical question data are used as screening question data, and the matching conditions between different question keywords are determined according to the proportion of the screening question data in the historical question data containing the question keywords.

[0043] Specifically, Figure 2 As shown, the method for determining the clarity of the description of the user's question is:

[0044] Determine the number of characters in the problem description data based on the parsing result of the problem description data of the user's information system, and determine the basic description clarity of the user's problem based on the number of characters in the problem description data;

[0045] Acquire the number of question keywords of the question description data, and determine the correction amount of the description clarity of the user's question based on the matching conditions between different question keywords;

[0046] The description clarity of the user's question is determined by the basic description clarity of the user's question and the correction amount of the description clarity.

[0047] Furthermore, the value range of the description clarity of the user's question is between 0 and 1, wherein when the description clarity of the user is greater than a preset clarity, it is determined that the description clarity of the user's question meets the requirement.

[0048] It should be noted that when the description clarity of the user's question does not meet the requirements, the user will be classified into the information acceptance channel of instant messaging.

[0049] In another embodiment, the method for determining the description clarity of the user's question is:

[0050] Determine whether the problem description data has an associated information system module through the analysis result of the problem description data of the user's information system, if yes, proceed to the next step, if no, determine that the description clarity of the user's problem does not meet the requirement;

[0051] Determine the number of characters of the problem description data based on the parsing result of the problem description data of the user's information system, and determine the basic description clarity of the user's problem based on the number of characters of the problem description data, and judge whether the basic description clarity of the user's problem meets the requirement, if yes, proceed to the next step, if not, determine that the description clarity of the user's problem does not meet the requirement;

[0052] Obtaining the number of question keywords of the question description data, determining whether the number of question keywords of the question description data is greater than a preset number of keywords, if so, proceeding to the next step, if not, determining that the description clarity of the user's question does not meet the requirement;

[0053] Determine matching problem keywords in the problem description data according to the matching situation between the problem description data, and judge whether the number of matching problem keywords meets the requirement, if so, proceed to the next step, if not, determine that the description clarity of the user's problem does not meet the requirement;

[0054] The number of question keywords in the question description data is obtained, and the correction amount of the description clarity of the user's question is determined based on the matching conditions between different question keywords. The description clarity of the user's question is determined by the basic description clarity of the user's question and the correction amount of the description clarity.

[0055] In another embodiment, the method for determining the description clarity of the user's question is:

[0056] Determine the number of characters in the problem description data based on the parsing result of the problem description data of the user's information system, and determine the basic description clarity of the user's problem based on the number of characters in the problem description data;

[0057] Obtaining the number of question keywords of the question description data, and determining the question type corresponding to the question keyword according to the question keyword of the question description data, and judging whether there are multiple question types. If not, proceeding to the next step. If yes, determining that the description clarity of the user's question does not meet the requirement;

[0058] Obtain the number of question keywords that match the question type, and determine whether the number of question keywords that match the question type meets the requirement. If so, proceed to the next step. If not, determine that the description clarity of the user's question does not meet the requirement.

[0059] Obtaining the number of question keywords of the question description data, and determining the amount of correction of the description clarity of the user's question in combination with the matching conditions between different question keywords, and judging whether the amount of correction of the description clarity of the user's question meets the requirement, if so, proceeding to the next step, if not, determining that the description clarity of the user's question does not meet the requirement;

[0060] The description clarity of the user's question is determined by the basic description clarity of the user's question and the correction amount of the description clarity.

[0061] S2 determines the user's similar historical problems and the similarity between the user's similar historical problems and different similar historical problems based on the user's problem description data, and determines the user's problem solving complexity in combination with the processing feedback data of different similar historical problems. When the user's problem solving complexity meets the requirements, proceed to the next step;

[0062] Furthermore, the question type corresponding to the question keyword is determined based on the matching result of the preset question keyword.

[0063] Specifically, the method for determining the similarity of the questions is:

[0064] The question keywords of the question description data are determined based on the question description data of the user, and the question similarity between the question description data and the historical questions is determined according to the number of matches between the question keywords and the question keywords of the historical questions.

[0065] It should be noted that when the similarity between the historical question and the question description data meets the requirement, the historical question is determined to be a similar historical question.

[0066] Furthermore, the processing feedback data includes solved problems and unsolved problems.

[0067] Specifically, Figure 3 As shown, the method for determining the complexity of the user's problem solving is:

[0068] Classifying the similar historical problems into resolved problems and unresolved problems according to processing feedback data of different similar historical problems;

[0069] Determine the problem-solving probability of the user's problem description data by the number of solved problems and the problem similarities of different solved problems, and determine the problem-unresolved probability of the user's problem description data by the number of unresolved problems and the problem similarities of different unresolved problems;

[0070] The problem solving complexity of the user is determined based on the problem solving probability and the problem unsolving probability of the problem described by the user.

[0071] Furthermore, when the complexity of the user's problem solving does not meet the requirements, the user is classified into the information acceptance channel of instant messaging.

[0072] In another embodiment, the method for determining the user's problem-solving complexity is:

[0073] Obtain the number of similar historical questions of the user, and determine whether the number of similar historical questions of the user is less than a preset historical number. If so, determine that the complexity of the user's problem solving does not meet the requirements. If not, proceed to the next step.

[0074] Determine whether there is a solved problem among the similar historical problems according to the processing feedback data of different similar historical problems. If not, determine that the complexity of the user's problem solving does not meet the requirements. If so, proceed to the next step.

[0075] According to the processing feedback data of different similar historical problems, the similar historical problems are divided into solved problems and unsolved problems, and it is determined whether the number of solved problems meets the requirement. If not, it is determined that the complexity of the user's problem solving does not meet the requirement. If so, proceed to the next step;

[0076] Determine the problem solving probability of the user's problem description data by the number of solved problems and the problem similarities of different solved problems, and judge whether the problem solving probability of the user's problem description data meets the requirements. If not, determine that the user's problem solving complexity does not meet the requirements. If so, proceed to the next step.

[0077] The problem unresolved probability of the user's problem description data is determined by the number of unresolved issues and the problem similarities of different unresolved issues, and the problem solving complexity of the user is determined based on the problem solving probability and the problem unresolved probability of the user's problem description.

[0078] In another embodiment, the method for determining the user's problem-solving complexity is:

[0079] According to the processing feedback data of different similar historical problems, the similar historical problems are divided into solved problems and unsolved problems, and it is determined whether the proportion of the number of unsolved problems in the similar historical problems meets the requirements. If so, proceed to the next step; if not, it is determined that the complexity of the user's problem solving does not meet the requirements;

[0080] Determine matching historical problems among the similar historical problems according to the problem similarities between different similar historical problems and the problem description data of the user, and judge whether the proportion of the number of unresolved problems among the matching historical problems meets the requirement, if so, proceed to the next step, if not, determine that the problem solving complexity of the user does not meet the requirement;

[0081] Determine the difficulty assessment of the matching historical problems by the number and proportion of unresolved problems of the matching historical problems, and the problem similarity between different unresolved problems of the matching historical problems and the description data of the user, and judge whether the difficulty assessment of the matching historical problems meets the requirements. If so, proceed to the next step; if not, determine that the complexity of the user's problem solving does not meet the requirements;

[0082] Determine the problem-solving probability of the user's problem description data by the number of solved problems and the problem similarities of different solved problems, and determine the problem-unresolved probability of the user's problem description data by the number of unresolved problems and the problem similarities of different unresolved problems;

[0083] The difficulty assessment of solving the matching historical problems is obtained, and the problem solving complexity of the user is determined in combination with the problem solving probability and the problem unsolving probability of the user's problem description.

[0084] S3 determines the queuing users of different information receiving channels according to the queuing data of different information receiving channels, determines the congestion assessment amount of different information receiving channels and selects the receiving channels according to the description clarity and problem solving complexity of different queuing users;

[0085] Specifically, the method for determining the congestion assessment amount of the information receiving channel is:

[0086] Determine the user solution complexity of different queue users according to the description clarity and problem solution complexity of different queue users;

[0087] The number of queue users in different solution complexity intervals is determined by using the user solution complexity of different queue users, and the comprehensive solution difficulty of different solution complexity intervals is determined in combination with the user solution complexity of different queue users;

[0088] The congestion assessment amount of the information acceptance channel is determined based on the comprehensive solution difficulty of different solution complexity intervals.

[0089] Furthermore, when the congestion assessment amount of the information acceptance channel meets the requirement, the information acceptance channel is determined to be a screening acceptance channel.

[0090] In another embodiment, the method for determining the congestion assessment amount of the information receiving channel is:

[0091] Obtaining the number of queuing users of the information acceptance channel, determining whether the number of queuing users of the information acceptance channel meets the requirement, if so, proceeding to the next step, if not, determining that the congestion assessment amount of the information acceptance channel does not meet the requirement;

[0092] Determine the user solution complexity of different queue users according to the description clarity and problem solution complexity of different queue users, and judge whether the sum of the user solution complexity of the queue users of the information acceptance channel meets the requirements, if so, proceed to the next step, if not, determine that the congestion assessment amount of the information acceptance channel does not meet the requirements;

[0093] Determine complex solution users among the queue users according to the user solution complexity, and judge whether the number of complex solution users of the information acceptance channel meets the requirement, if so, proceed to the next step, if not, determine that the congestion assessment amount of the information acceptance channel does not meet the requirement;

[0094] Determine the user comprehensive solution complexity of the complex solution user according to the number of complex solution users and the user solution complexity of different complex solution users, and judge whether the user comprehensive solution complexity of the complex solution user meets the requirements, if so, proceed to the next step, if not, determine that the congestion assessment amount of the information acceptance channel does not meet the requirements;

[0095] The number of queue users in different solution complexity intervals is determined by using the user solution complexities of different queue users, and the comprehensive solution difficulties in different solution complexity intervals are determined in combination with the user solution complexities of different queue users. The congestion assessment amount of the information acceptance channel is determined based on the comprehensive solution difficulties in different solution complexity intervals.

[0096] S4 determines the matching acceptance channel for the user based on the congestion assessment amounts of different screening acceptance channels and the association between the customer service and similar historical issues of the user.

[0097] Furthermore, the method for determining the matching acceptance channel is:

[0098] Determine the correlation coefficient between the customer service staff of different screening acceptance channels and the similar historical questions of the user based on the number of responses to similar historical questions from the customer service staff of different screening acceptance channels, the similarity between different historical similar questions and the question description data of the user, and the processing feedback data;

[0099] The comprehensive matching degree of different screening and acceptance channels is determined by the congestion assessment amount of different screening and acceptance channels and the correlation coefficient of similar historical problems between customers of different screening and acceptance channels and the user, and the matching acceptance channel among the screening and acceptance channels is determined based on the comprehensive matching degree.

[0100] Example 2

[0101] On the other hand, the present invention provides a computer system, comprising: a memory and a processor connected in communication, and a computer program stored in the memory and capable of running on the processor, characterized in that: when the processor runs the computer program, it executes the above-mentioned information customer service acceptance channel management method based on demand analysis.

[0102] Through the above embodiments, the present application achieves the following technical effects:

[0103] 1. Determine the clarity of the description of the user's problem based on the analysis results of the problem description data of the user's information system. Determine the number of characters in the problem description data and the key keywords that reflect the problem from the analysis results of the problem description data, thereby determining the clarity of the problem description. By screening users whose descriptions are not clear enough, the efficiency of problem solving of the above data is guaranteed through the set information acceptance channels.

[0104] 2. The user's matching acceptance channel is determined by the congestion assessment of different screening acceptance channels and the correlation between customer service and user's similar historical questions. Not only the congestion of the screening acceptance channel is taken into account, but also the answer data of similar historical questions with similar problem descriptions of different customer service staff and users are taken into account, thereby ensuring the matching of the processing of the matching acceptance channel and realizing the screening of the user's matching acceptance channel from multiple angles.

[0105] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the device, equipment, and non-volatile computer storage medium embodiments, since they are basically similar to the method embodiments, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0106] The above is a description of a specific embodiment of the specification. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recorded in the claims can be performed in an order different from that in the embodiments and still achieve the desired results. In addition, the processes depicted in the drawings do not necessarily require the specific order or continuous order shown to achieve the desired results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0107] The above description is only one or more embodiments of this specification and is not intended to limit this specification. For those skilled in the art, one or more embodiments of this specification may have various changes and variations. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of one or more embodiments of this specification shall be included in the scope of the claims of this specification.

Claims

1. A method for managing information customer service acceptance channels based on demand analysis, characterized in that: Specifically include: Determine the problem description data of the user's information system through a unified acceptance channel, and determine the clarity of the description of the user's problem based on the analysis result of the problem description data of the user's information system. When the clarity of the description of the user's problem meets the requirements, proceed to the next step; Determine the similarity of the user's similar historical problems and different similar historical problems based on the user's problem description data, and determine the complexity of the user's problem solving in combination with the processing feedback data of different similar historical problems. When the complexity of the user's problem solving meets the requirements, proceed to the next step; Determine the queue users of different information receiving channels according to the queue data of different information receiving channels, and determine the congestion assessment amount of different information receiving channels and screen the receiving channels according to the description clarity and problem solving complexity of different queue users; Determine the matching acceptance channel for the user by evaluating the congestion of different screening acceptance channels and the correlation between the customer service and similar historical issues of the user; The method for determining the complexity of the user's problem solving is: Classifying the similar historical problems into resolved problems and unresolved problems according to processing feedback data of different similar historical problems; Determine the problem-solving probability of the user's problem description data by the number of solved problems and the problem similarities of different solved problems, and determine the problem-unresolved probability of the user's problem description data by the number of unresolved problems and the problem similarities of different unresolved problems; The problem solving complexity of the user is determined based on the problem solving probability and the problem unsolving probability of the problem described by the user.

2. The information customer service acceptance channel management method based on demand analysis as claimed in claim 1, characterized in that: The parsing result of the problem description data includes the information system module associated with the problem description data, the number of characters in the problem description data, the number of problem keywords, and the matching conditions between different problem keywords.

3. The information customer service acceptance channel management method based on demand analysis as claimed in claim 2 is characterized in that: The method for determining the matching conditions between the different question keywords is: Different question keywords in the same historical question data are used as screening question data, and the matching conditions between different question keywords are determined according to the proportion of the screening question data in the historical question data containing the question keywords.

4. The information customer service acceptance channel management method based on demand analysis as claimed in claim 1, characterized in that: The method for determining the clarity of the description of the user's question is: Determine the number of characters in the problem description data based on the parsing result of the problem description data of the user's information system, and determine the basic description clarity of the user's problem based on the number of characters in the problem description data; Acquire the number of question keywords of the question description data, and determine the correction amount of the description clarity of the user's question based on the matching conditions between different question keywords; The description clarity of the user's question is determined by the basic description clarity of the user's question and the correction amount of the description clarity.

5. The information customer service acceptance channel management method based on demand analysis as claimed in claim 4 is characterized in that: The value range of the description clarity of the user's question is between 0 and 1, wherein when the description clarity of the user's question is greater than a preset clarity, it is determined that the description clarity of the user's question meets the requirement.

6. The information customer service acceptance channel management method based on demand analysis as claimed in claim 1 is characterized in that: When the description clarity of the user's question does not meet the requirements, the user is classified into the information acceptance channel of instant messaging.

7. The information customer service acceptance channel management method based on demand analysis as claimed in claim 1 is characterized in that: The method for determining the similarity of the problem is: The question keywords of the question description data are determined based on the question description data of the user, and the question similarity between the question description data and the historical questions is determined according to the number of matches between the question keywords and the question keywords of the historical questions.

8. The information customer service acceptance channel management method based on demand analysis as claimed in claim 7 is characterized in that: When the problem similarity between the historical problem and the problem description data meets the requirement, the historical problem is determined to be a similar historical problem.

9. A computer system comprising: A memory and a processor connected in communication, and a computer program stored in the memory and capable of running on the processor, characterized in that: when the processor runs the computer program, it executes an information customer service acceptance channel management method based on demand analysis as described in any one of claims 1-8.

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