Personalized service method based on artificial intelligence and customer relationship management

Abstract

The invention provides a personalized service method based on artificial intelligence and customer relationship management, and belongs to the technical field of artificial intelligence. The method comprises the following steps: establishing a customer relationship management private domain, and performing flow management; data analysis is carried out on private domain traffic, customer demands are captured, and personalized scheme pushing is carried out; according to demands and preferences of clients, activity planning pushing is carried out, and secondary personalized service pushing is carried out through client feedback; aI intelligent experience is realized; personalized virtual prototype room experience is provided according to house types and requirements of customers; according to personalized service historical data and behavior analysis, matching degree weight calculation is carried out, and product recommendation is carried out. According to the method, customer demands are accurately captured by utilizing data analysis, and the private domain customer experience is improved. Through a data-driven private domain mode, requirements of clients are better understood and met, loyalty of the clients is improved, sales is increased, and through implementation of an AI technology and a VR experience technology, the clients can feel actual effects of products in a virtual environment.

Description

Technical Field

[0001] The present invention belongs to the field of artificial intelligence technology, and in particular relates to a personalized service method based on artificial intelligence and customer relationship management. Background Art

[0002] In modern society, with the development of science and technology and the continuous changes in consumer demand, more and more companies are beginning to use artificial intelligence technology to enhance customer experience and increase product value. Customer experience and service quality have become the core of corporate competition. Especially in the home furnishing industry, customers have increasingly higher demands for personalization, intelligence and diversification. Therefore, how to improve customer experience and service quality has become a pressing issue for home furnishing companies. In this context, how to use artificial intelligence technology to provide customers with personalized services, enhance customer experience and increase product added value, artificial intelligence technology, customer relationship management technology and personalized service system technology have received widespread attention and application.

[0003] The existing technical solutions mainly interact with customers through channels such as telephone and WeChat communication, increase the contact points and interaction opportunities between customers and enterprises, and improve customer satisfaction. Although the existing technical solutions have improved customer experience and service quality to a certain extent, there are still some problems. First, in actual application, the existing technical solutions lack interaction with customers and are difficult to meet customer needs. For example, when customers encounter problems or have questions when browsing products, they often cannot get answers in time, which will lead to a decrease in customer satisfaction. Secondly, most of the existing virtual model rooms are static, and customers can only experience different products within a limited range and cannot truly feel the experience brought by different lifestyles. In addition, the existing technical solutions are also insufficient in personalized services, and cannot provide customers with personalized recommendations and services based on their needs and preferences. Summary of the invention

[0004] The present invention provides a personalized service method based on artificial intelligence and customer relationship management, wherein the method comprises the following steps: S1: Establish a private domain for customer relationship management and conduct traffic management; S2: Analyze private domain traffic data, identify customer needs, and push personalized solutions; S3: Select appropriate activities based on customer needs and preferences, push activity plans, and push secondary personalized services based on customer feedback; S4: AI intelligent experience; provide personalized virtual model room experience according to the customer's apartment type and needs; S5: Calculate the matching weight and make product recommendations based on the customer’s personalized service history data and behavior analysis.

[0005] Furthermore, step S1 includes communicating product-related questions and needs through online mini-programs, telephones and corporate WeChat accounts, aggregating the information and recording it in the customer relationship management private domain.

[0006] Furthermore, the product-related questions and needs include product introductions, renderings and short videos, and online communication is conducted through posters, cases, pictures or videos to record customer demand information in a timely manner.

[0007] Furthermore, step S2 includes recording customer demand information, analyzing customer needs and preferences through data analysis, intelligently pushing personalized recommendations and services, and establishing exclusive customer service to timely adjust personalized plans based on the matching degree of personalized recommendations.

[0008] Furthermore, step S3 includes matching online activity types and pushing activity plans based on personalized plans of customer needs and preferences, inviting customers to participate in activities, collecting customer feedback and suggestions, and pushing personalized services for the second time.

[0009] Furthermore, step S4 includes performing 3D modeling to create a virtual model room, and using AI technology to freely replace furniture, accessories and fun items in the virtual model room.

[0010] Furthermore, step S4 also includes using machine learning algorithms to intelligently recommend 3D modeling products, intelligently managing product information through voice commands, seeing the effect of furniture in a real environment through a mobile phone camera, and virtually trying out furniture through AR technology.

[0011] Furthermore, step S5 includes creating a detailed product details page for each product, and intelligently recommending related matching products based on the customer's personalized service history data and behavior analysis selection.

[0012] Furthermore, step S5 also includes establishing limited-time discounts, point rewards, return and exchange guarantee after-sales and customer support services, and meeting customer needs and expectations through limited-time discounts and point rewards based on the customer's interest in the product selected in the AI ​​experience.

[0013] Beneficial effects: The present invention uses data analysis to accurately capture customer needs and improve private domain customer experience. Through the data-driven private domain approach, enterprises can better understand and meet customer needs, thereby improving customer loyalty and increasing sales. Through AI technology and VR experience technology, customers can feel the actual effect of the product in a virtual environment; through private domain services and AI customer service, personalized services are provided to enhance customer-brand interaction; through virtual model rooms and AI home design tools, customers can understand the product more intuitively and increase their willingness to buy. During the experience process, customers can upgrade and exchange their favorite products. This model can encourage customers to buy higher-value goods through limited-time discounts and point rewards, thereby bringing higher profits to the company.

[0014] Through the value-added method of private domain services and AI intelligent experience, the present invention can enhance customer experience, increase product value, and realize intelligent product recommendations and services. Through the value-added method of AI intelligent experience, more accurate and personalized product recommendations and services can be provided to customers, thereby increasing the added value of products and customer satisfaction. In general, this technical solution has broad application prospects in the fields of customer relationship management, private services, and artificial intelligence, with huge market demand and good commercial value.

[0015] It should be understood that the above general description and the following specific embodiments are only exemplary and illustrative and do not limit the scope of the present application. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] Figure 1 A flowchart of a personalized service method based on artificial intelligence and customer relationship management according to the present invention; It should be understood that the drawings are not necessarily drawn to scale, presenting somewhat simplified representations of various features illustrative of the basic principles of the present disclosure. The specific design features of the present invention as disclosed herein, including, for example, specific dimensions, orientations, locations, and shapes will be determined in part by the particular intended application and use environment.

[0017] In the drawings, reference numbers refer to the same or equivalent parts of the present invention throughout the several figures of the drawing. DETAILED DESCRIPTION

[0018] Reference will now be made in detail to various embodiments of the present invention, examples of which are illustrated in the accompanying drawings and described below. Although the present invention will be described in conjunction with exemplary embodiments of the present invention, it should be understood that this specification is not intended to limit the present invention to those exemplary embodiments. On the other hand, the present invention is intended to cover not only the exemplary embodiments of the present invention, but also various alternatives, modifiers, equivalents and other embodiments, which may be included in the spirit and scope of the present invention as defined by the appended claims.

[0019] Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. The specific structures and functions described in the exemplary embodiments of the present invention are for illustrative purposes only. Embodiments according to the concepts of the present invention can be implemented in various forms, and it should be understood that they should not be interpreted as being limited to the exemplary embodiments described in the exemplary embodiments, but include all modifications, equivalents or substitutes included in the spirit and scope of the present invention.

[0020] Throughout the specification, the professional terms used herein are only for describing various exemplary embodiments and are not intended to be limiting. It will be further understood that the terms "include", "comprising", "having", etc., when used in the exemplary embodiments, specifically refer to the presence of the stated parts, steps, operations or elements, but do not exclude the presence or addition of one or more other parts, steps, operations or elements.

[0021] like Figure 1 As shown, the present invention provides a personalized service method based on artificial intelligence and customer relationship management, the method comprising S1: Establish a private domain for customer relationship management and conduct traffic management; Establish an online mini program: Develop a fully functional online mini program to allow customers to easily access and experience our products and services; Communicate by phone and WeChat: Keep in touch with customers through phone and WeChat, and answer their questions and needs in a timely manner; Customers obtain product information provided by this technical solution through online mini-programs, telephones, corporate WeChat communication and other channels, interact with customers, increase customer contact points and interaction opportunities between customers and enterprises, and improve customer satisfaction. This information includes but is not limited to product introductions, renderings, short videos, etc. When customers browse products, the company's products are introduced and displayed to customers through matching posters, cases, renderings, short videos, etc., to attract customers' interest and attention. For example, in the WeChat mini-program, customers can learn about the company's products through pictures, videos, etc., communicate with the company's customer service online, and record customer demand information. If you encounter problems or have questions, you can get answers in a timely manner through online customer service or telephone.

[0022] S2: Analyze private domain traffic data, identify customer needs, and push personalized solutions; Conduct data analysis: Use big data analysis technology to understand customer needs and preferences, perform feature tagging of customers based on their needs and preferences, match them within the enterprise feature tag area, and establish a feedback channel to match corresponding product records and perform personalized recommendations and services; each feature tag corresponds to multiple product content features; Among them, setting customer needs The weight of product d in the enterprise feature mark area is , then the formula is as follows: ; in, is the customer's preference, which indicates the frequency of product d appearing in the enterprise's characteristic marking area in customer's demand i; The frequency of customer attention to products, indicating the degree of attention paid by customer i to products in the enterprise feature marking area; As a normalization factor, it ensures that the sum of the weights of the regional products of the enterprise feature markers is 1; The calculation formula based on customer preference TF, customer attention product frequency IDF and normalization factor NF is as follows: ; in, It is the customer's demand The number of times it appears in product d in the enterprise feature mark area, and the denominator is all the demand for product d in the enterprise feature mark area The total number of occurrences; ; in, is the total number of products in the enterprise feature tag area, and It includes customer needs Total number of products; ; in, It is the collection of all different customer demands in product d within the enterprise feature tag area; it captures the collection of different customer demands and pushes personalized solutions based on specific customer demands.

[0023] Establish exclusive customer service: Assign exclusive customer service to each customer, provide one-on-one consulting services, and adjust the personalized plan in time based on the matching degree of personalized recommendations if the customer is not satisfied.

[0024] S3: Select appropriate activities based on customer needs and preferences, push activity plans, and push secondary personalized services based on customer feedback; Conduct event planning: Personalized plans based on customer needs and preferences, Compare the overlap between their browsing preferences and the preset screening values ​​of the activity. When the overlap exceeds 50%, guide the customer to plan and push the corresponding online activity and invite the customer to participate in the online activity. Enterprises regularly hold various online activities to meet the experience of customers with different needs and increase customer participation and interactivity, such as furniture matching challenges and decoration DIY competitions. Conduct feedback improvements: Regularly collect customer feedback and suggestions, promptly improve the company's services and products, and provide a secondary push of personalized services based on customer feedback.

[0025] S4: AI intelligent experience; provide personalized virtual model room experience according to the customer's apartment type and needs; 3D modeling of virtual samples: Using 3D modeling technology, create virtual sample rooms, so that customers can see the real effect of their own apartment online; Experience AI dressing effects: Through AI technology, customers can freely change furniture, accessories and fun items in the virtual model room to experience different lifestyles.

[0026] Using AI home design tools, we can generate interior design plans for customers in a short time, so that customers can experience the convenience and fun of home design on the mini program; in the virtual model room, customers can experience different lifestyles and feel different quality of life by displaying, replacing and upgrading furniture, accessories, fun items and other products. The design of the virtual model room should be as real and diverse as possible to meet the needs and expectations of different customers. For example, customers can use virtual reality technology to experience different styles of furniture matching and home layout at home through VR equipment.

[0027] Customers can use the AI ​​furniture change function on the mini program to change the experience of different lifestyles in the virtual model room of their own apartment. The furniture, accessories, fun items and other products in the virtual model room can be displayed, replaced and upgraded to meet the expectations of different customers for family life.

[0028] Conduct machine learning: Use machine learning algorithms to intelligently recommend 3D modeling products and services suitable for customers based on their preferences and behavior habits; Intelligent management based on voice assistant: Develop a voice assistant so that customers can use voice commands to intelligently manage and query product information of furniture, accessories and fun items; Develop augmented reality (AR) applications: Develop AR applications that allow customers to see the effects of furniture in real environments through their mobile phone cameras, enhancing the realism of the experience; Use virtual trials: Through AR technology, customers can virtually try out furniture, such as trying to sit on sofas, trying to place coffee tables, etc., to understand the products more intuitively.

[0029] S5: Calculate matching weights based on the customer's personalized service history data and behavior analysis, make product recommendations, monitor and evaluate customer satisfaction and loyalty, and adjust and optimize service strategies in a timely manner; Set up product details page: Create a detailed product details page for each product, including specifications, materials, prices, customer reviews and other information; Recommend matching products: Based on the customer's personalized service history data and behavioral analysis, intelligently recommend related matching products to increase sales opportunities.

[0030] For example, it can record the customer's historical purchase and browsing history, analyze the customer's needs and preferences, and provide customers with more personalized recommendations and services through AI intelligent technology, based on the customer's needs and preferences, to provide customers with personalized recommendations and services. The AI ​​intelligent experience value-added method is based on the selection of customer personalized service history data and behavior analysis, predicting customer needs and preferences, thereby providing personalized recommendations and services, and improving customer satisfaction and customer experience.

[0031] Set up a limited-time discount model: regularly launch limited-time discounts and promotions to stimulate customers' desire to buy; Set up a points reward model: Establish a points system where customers can accumulate points by purchasing products, participating in activities, etc., and redeem coupons or gifts; Establish return and exchange guarantee after-sales service: provide a comprehensive return and exchange policy to make customers purchase without worries; Provide customer support services: Provide professional customer support services to solve problems encountered by customers during the purchase and use process.

[0032] During the customer AI experience, if the customer chooses and becomes interested in a product during the personalized service, the customer's needs and expectations can be met through limited-time discounts and point rewards. Limited-time discounts and point rewards can be provided by providing higher-quality, more cost-effective products, or by providing more functions and services. For example, during the experience, if a customer finds a sofa that meets his needs, he can purchase a higher-quality sofa or a sofa with more functions through limited-time discounts and point rewards.

[0033] Through the above methods, we can effectively improve customers' experience and satisfaction in the private domain, increase their loyalty, and increase the added value of sales and services through AI intelligent experience value-added and upgrade exchanges.

[0034] This technical solution can greatly improve customer experience and service quality. Through multi-channel interactive methods, customers can more conveniently understand product information and get timely answers and help. At the same time, through the setting of virtual model rooms, customers can truly feel the different lifestyles brought by different products and enhance the customer experience. In addition, personalized service methods can provide customers with personalized recommendations and services based on their needs and preferences, thereby improving customer satisfaction and loyalty. This technical solution can effectively record and analyze customer data and behaviors, thereby providing customers with more personalized and targeted services and recommendations, and improving customer satisfaction and loyalty. At the same time, customer satisfaction and loyalty can be monitored and evaluated, service strategies can be adjusted and optimized in a timely manner, and the efficiency and effectiveness of customer relationship management can be improved. In general, this technical solution has broad application prospects and large market demand, and is expected to achieve remarkable results in future development.

[0035] The above-mentioned embodiments of the present application can be implemented in various hardware, software coding or a combination of the two. For example, the embodiments of the present application can also represent the program code for executing the above-mentioned method in a data signal processor. The present application can also relate to the various functions performed by a computer processor, a digital signal processor, a microprocessor or a field programmable gate array. The above-mentioned processor can be configured according to the present application to perform specific tasks, which are completed by executing machine-readable software code or firmware code that defines the specific method disclosed by the present application. The software code or firmware code development can represent different programming languages ​​and different formats or forms. Different target platform compiled software codes can also be represented. However, the different code styles, types and languages ​​of the software code for performing tasks according to the present application and other types of configuration codes do not depart from the spirit and scope of the present application.

[0036] The foregoing description of specific exemplary embodiments of the present invention has been presented for the purpose of illustration and description. It is not intended to exclude or limit the present invention to the precise form disclosed, and it is obvious that many modifications and changes are feasible in view of the above teachings. Exemplary embodiments are selected and described to explain certain principles of the present invention and their practical application, so that other technicians in the field can make or use various exemplary embodiments of the present invention, and various alternatives and modifications thereof. It is intended that the scope of the present invention will be defined by the claims attached hereto and their equivalents.

[0037] It is to be understood that the above embodiments are merely exemplary embodiments used to illustrate the principles of the present invention, but the present invention is not limited thereto. For those skilled in the art, various modifications and improvements can be made without departing from the spirit and essence of the present invention, and these modifications and improvements are also considered to be within the scope of protection of the present invention.

Claims

1. A personalized service method based on artificial intelligence and customer relationship management, characterized in that: The method comprises the following steps: S1: Establish a private domain for customer relationship management and conduct traffic management; S2: Analyze private domain traffic data, identify customer needs, and push personalized solutions; S3: Select appropriate activities based on customer needs and preferences, push activity plans, and push secondary personalized services based on customer feedback; S4: AI intelligent experience; provide personalized virtual model room experience according to the customer's apartment type and needs; S5: Calculate the matching weight and make product recommendations based on the customer’s personalized service history data and behavior analysis.

2. A personalized service method based on artificial intelligence and customer relationship management according to claim 1, characterized in that: The step S1 includes communicating product-related questions and needs through online mini-programs, telephones and corporate WeChat accounts, aggregating the information and recording it in the customer relationship management private domain.

3. A personalized service method based on artificial intelligence and customer relationship management according to claim 2, characterized in that: The product-related questions and needs include product introductions, renderings and short videos, and online communication is conducted through posters, cases, pictures or videos to record customer demand information in a timely manner.

4. The personalized service method based on artificial intelligence and customer relationship management according to claim 1, characterized in that: The step S2 includes recording customer demand information, analyzing customer needs and preferences through data analysis, intelligently pushing personalized recommendations and services, and establishing exclusive customer service to timely adjust personalized plans based on the matching degree of personalized recommendations.

5. The personalized service method based on artificial intelligence and customer relationship management according to claim 1, characterized in that: The step S3 includes matching online activity types and pushing activity plans based on the personalized solutions of the customer's needs and preferences, inviting the customer to participate in the activities, collecting the customer's feedback and suggestions, and pushing personalized services for the second time.

6. The personalized service method based on artificial intelligence and customer relationship management according to claim 1, characterized in that: The step S4 includes performing 3D modeling to create a virtual model room, and using AI technology to freely replace furniture, accessories and fun items in the virtual model room.

7. A personalized service method based on artificial intelligence and customer relationship management according to claim 6, characterized in that: The step S4 also includes using machine learning algorithms to intelligently recommend 3D modeling products, intelligently managing product information through voice commands, seeing the effect of furniture in a real environment through a mobile phone camera, and virtually trying out furniture through AR technology.

8. The personalized service method based on artificial intelligence and customer relationship management according to claim 1, characterized in that: The step S5 includes creating a detailed product details page for each product, and intelligently recommending related matching products based on the customer's personalized service history data and behavior analysis selection.

9. The personalized service method based on artificial intelligence and customer relationship management according to claim 8, characterized in that: The step S5 also includes establishing limited-time discounts, point rewards, return and exchange guarantee after-sales and customer support services, and meeting customer needs and expectations through limited-time discounts and point rewards based on the customer's interest in the product selected in the AI ​​experience.

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