Intelligent customer service selection method and device, equipment, storage medium and program product

Abstract

The invention discloses an intelligent customer service selection method, an intelligent customer service selection device, intelligent customer service selection equipment, a storage medium and a computer program product, and relates to the technical field of computers. And determining an evaluation index for selecting the intelligent customer service, and selecting a target intelligent customer service meeting the demand of the service party from the plurality of to-be-determined intelligent customer services according to the evaluation index. Compared with a current manual selection mode, the automatic selection method has the advantages that the evaluation indexes are determined according to the enterprise requirements of the service party, and then the target intelligent customer service meeting the enterprise requirements of the service party is selected based on the evaluation indexes, so that the selection efficiency and the selection accuracy of the intelligent customer service are improved.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to a method for selecting an intelligent customer service, an apparatus for selecting an intelligent customer service, a device for selecting an intelligent customer service, a storage medium, and a computer program product. Background Art

[0002] Intelligent customer service is a system that uses artificial intelligence technologies, such as natural language processing and machine learning, to provide users with automated customer service. It can understand and respond to user questions, provide 24-hour uninterrupted service, effectively improve customer satisfaction and reduce corporate costs.

[0003] At present, there are a large number of intelligent customer services in various industries. When an enterprise chooses an intelligent customer service solution, it needs to comprehensively consider multiple factors such as technical strength, product functions, service quality, cost-effectiveness, etc. Manual selection is time-consuming and labor-intensive, and it is often difficult to select the intelligent customer service that best meets the needs of the enterprise from a large number of existing intelligent customer services.

[0004] The above contents are only used to assist in understanding the technical solution of the present application and do not constitute an admission that the above contents are prior art. Summary of the invention

[0005] The main purpose of this application is to provide a method for selecting intelligent customer service, an apparatus for selecting intelligent customer service, a device for selecting intelligent customer service, a storage medium and a computer program product, aiming to solve the current technical problems of low efficiency and inaccuracy in the selection of intelligent customer service.

[0006] To achieve the above purpose, the present application proposes a method for selecting an intelligent customer service, the method comprising: Obtain the requirements of the service provider who is to provide intelligent customer service for the intelligent customer service to be built; Based on the requirements, determine the evaluation indicators for selecting intelligent customer service; According to the evaluation index, a target intelligent customer service that meets the needs of the service provider is selected from the pending intelligent customer services.

[0007] In one embodiment, the step of determining the evaluation index for selecting the intelligent customer service based on the demand includes: Obtain a requirements document for the requirements; In the requirement document, an evaluation index for evaluating the pending intelligent customer service is identified; Alternatively, the evaluation indicators for selecting intelligent customer service are determined by matching a pre-constructed indicator introduction table with the content of the requirement document; wherein the indicator introduction table includes a description of each preset evaluation indicator.

[0008] In one embodiment, the step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service according to the evaluation index includes: Conduct assessment tests on each pending intelligent customer service on each evaluation indicator to obtain scores of each pending intelligent customer service on each evaluation indicator; The pending intelligent customer service with the highest total score will be selected as the target intelligent customer service that meets the needs of the service provider.

[0009] In one embodiment, the step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service according to the evaluation index includes: According to the evaluation index, a target intelligent customer service that meets the needs of the service provider is selected from the pending intelligent customer services by selecting a model; The selection model is obtained by training historical evaluation indicators and historical intelligent customer service that is ultimately actually selected.

[0010] In one embodiment, the step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service by selecting a model based on the evaluation index includes: Obtain a historical selection instance, and determine the historical evaluation index in the historical selection instance and the actually selected historical intelligent customer service; The selection model is trained based on the historical evaluation indicators and the historical intelligent customer service.

[0011] In one embodiment, before the step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service according to the evaluation index, the step includes: Determine, among the service providers that have provided intelligent customer service, at least one target service provider that is similar to the service provider to be provided with intelligent customer service service based on the vendor information of the service provider; At least one intelligent customer service selected by the target service provider is used as the pending intelligent customer service.

[0012] In addition, to achieve the above purpose, the present application also proposes a device for selecting an intelligent customer service, the device for selecting an intelligent customer service comprising: An acquisition module is used to obtain the needs of the service provider who is to provide intelligent customer service for the intelligent customer service to be built; A determination module, used to determine the evaluation index for selecting intelligent customer service based on the requirements; The selection module is used to select a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer services based on the evaluation indicators.

[0013] In addition, to achieve the above-mentioned purpose, the present application also proposes a device for selecting an intelligent customer service, the device comprising: a memory, a processor, and a computer program stored in the memory and executable on the processor, the computer program being configured to implement the steps of the method for selecting an intelligent customer service as described above.

[0014] In addition, to achieve the above-mentioned purpose, the present application also proposes a storage medium, which is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by the processor, the steps of the intelligent customer service selection method described above are implemented.

[0015] In addition, to achieve the above-mentioned purpose, the present application also provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, it implements the steps of the intelligent customer service selection method as described above.

[0016] One or more technical solutions proposed in this application have at least the following technical effects: In this application, an automated selection method for intelligent customer service is proposed. In this method, the evaluation index for selecting intelligent customer service is determined by the service provider who is to provide intelligent customer service services for the intelligent customer service to be built, and the target intelligent customer service that meets the needs of the service provider is selected from multiple pending intelligent customer services based on the evaluation index. Compared with the current manual selection method, the evaluation index is determined by the service provider's enterprise needs, and then the target intelligent customer service that meets the needs of the service provider's enterprise is selected based on the evaluation index. This automated selection method improves the selection efficiency and accuracy of intelligent customer service. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0018] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0019] Figure 1 A flowchart of the first embodiment of the method for selecting intelligent customer service of this application is provided; Figure 2 A flowchart of the second embodiment of the method for selecting intelligent customer service of this application is provided; Figure 3 A flowchart of the third embodiment of the method for selecting intelligent customer service of this application is provided; Figure 4 This is a schematic diagram of the module structure of the intelligent customer service selection device of the embodiment of the present application; Figure 5 This is a schematic diagram of the device structure of the hardware operating environment involved in the method for selecting intelligent customer service in the embodiment of the present application.

[0020] The purpose, features and advantages of this application will be further described in conjunction with the embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0021] It should be understood that the specific embodiments described herein are only used to explain the technical solutions of the present application and are not used to limit the present application.

[0022] In order to better understand the technical solution of the present application, a detailed description will be given below in conjunction with the accompanying drawings and specific implementation methods.

[0023] It should be noted that the execution subject of this embodiment can be a computing service device with data processing, network communication and program running functions, such as a tablet computer, a personal computer, a mobile phone, etc., or an electronic device capable of realizing the above functions, a smart customer service selection device, etc. The following takes the smart customer service selection device as an example to illustrate this embodiment and the following embodiments.

[0024] Based on this, the present application embodiment provides a method for selecting an intelligent customer service. Figure 1 , Figure 1 This is a flow chart of the first embodiment of the method for selecting intelligent customer service of this application.

[0025] In this embodiment, the method for selecting the intelligent customer service includes steps S10 to S30: Step S10, obtaining the needs of the service provider to provide intelligent customer service for the intelligent customer service to be built; It should be noted that the service provider to provide intelligent customer service can be a customer service provider in the following service scenarios, such as: pre-sales consultation and after-sales support of online shopping platforms; information query and business handling guidance of financial institutions such as banks and insurance companies; telephone fee query, package change and other services of telecom operators; and frequently asked questions and appointment arrangements of various enterprises. In this embodiment, the service scenario of the service provider is not limited.

[0026] In addition, it should be noted that the service provider to provide intelligent customer service has rough requirements and / or accurate requirements for the intelligent customer service to be built, wherein the rough requirements may be, for example, 1. powerful performance, 2. user satisfaction, 3. stable and reliable, 4. low cost, 5. updateable, 6. rich functions, 7. customizable, 8. manufacturer strength, etc., and the accurate requirements may be, for example, 1. voice recognition accuracy greater than 95%, 2. user satisfaction greater than 80%, 3. the number of users connected to the system at the same time is greater than 1,000, 4. the construction cost is less than 1 million, 5. updateable and the update frequency is at least once every six months, 6. basic functions such as automatic reply, knowledge base management, data analysis, and advanced functions such as intelligent recommendation, voice interaction, and multi-channel access, 7. the system has flexible API interfaces and development support, 8. the manufacturer has provided 10 billion hours of intelligent customer service services to 1,000 enterprises, etc. In this embodiment, the service provider's requirements for the intelligent customer service to be built are not limited.

[0027] Step S20, determining evaluation indicators for selecting intelligent customer service based on demand; There are currently many intelligent customer service systems on the market, such as Alibaba Cloud Intelligent Customer Service, Baidu Intelligent Cloud Keyue, Volcano Engine AI Customer Service Assistant, ByteTrack Intelligent Customer Service System, etc.

[0028] It should be noted that the evaluation indicators used to select intelligent customer service may include performance indicators of intelligent customer service, user satisfaction, stability and reliability, cost-effectiveness, natural language processing capabilities, multi-channel integration capabilities, user portraits and personalized services, knowledge base update frequency, etc.

[0029] Among them, the performance indicators can include: 1. Voice recognition accuracy: measures the recognition accuracy of the intelligent customer service system for user voice input. 2. Question recognition rate: evaluates the system's ability to understand and recognize user questions. 3. Intent understanding accuracy: reflects the accuracy of the system's understanding of user intentions. 4. Interaction accuracy: evaluates the accuracy of the system in the process of interacting with users. 5. Problem solving rate: measures the proportion of user problems successfully solved by the system. 6. Intelligent diversion rate: evaluates the system's ability to divert user problems to appropriate channels or personnel.

[0030] Among them, user satisfaction can be determined through satisfaction surveys, such as designing questionnaires to collect user feedback on the overall satisfaction, service attitude, problem-solving ability, etc. of the intelligent customer service system. It can also be determined through online evaluations, such as setting up online evaluation functions on the company's official website, APP and other channels to encourage users to evaluate after using the intelligent customer service system. It can also be determined through user feedback analysis, such as classifying and counting complaints, suggestions and compliments raised by users during use, and analyzing users' needs and expectations for the system.

[0031] Among them, in terms of stability and reliability, it can include: 1. System stability. Evaluate the stability and reliability of the system by monitoring the operating status of the system. 2. Concurrency processing capability. Test the processing capability of the system in high-concurrency scenarios to ensure that the system can handle the situation where a large number of users access the system at the same time. 3. Security. Evaluate the data security of the system, including data encryption, privacy protection and other aspects.

[0032] Among them, in terms of cost-effectiveness, it can include: 1. Return on investment (ROI). Calculate the return on investment of the intelligent customer service system and evaluate the economic benefits of the system. 2. Cost reduction. Analyze whether the intelligent customer service system can help the company reduce operating costs, such as reducing the number of manual customer service and reducing training costs. 3. Increased revenue. Evaluate whether the intelligent customer service system can bring additional benefits to the company, such as improving customer satisfaction and increasing sales.

[0033] Among them, in terms of natural language processing capabilities, indicators such as the system's understanding of user questions and the accuracy of grammatical correction are evaluated.

[0034] Among them, in terms of multi-channel integration capabilities, the evaluation system is whether it can provide consistent services and responses on multiple channels (such as telephone, SMS, email, social media, etc.).

[0035] Among them, in terms of user portraits and personalized services, the evaluation system is whether it can provide personalized services based on user portraits.

[0036] Among them, in terms of knowledge base update frequency, the update frequency of the system knowledge base is evaluated to ensure that the system can obtain the latest information in a timely manner and provide accurate answers.

[0037] In this embodiment, after obtaining the requirements of the service provider to provide the intelligent customer service for the intelligent customer service to be established in step S10, the evaluation indicators for selecting the intelligent customer service can be determined based on the requirements, that is, among the above-mentioned evaluation indicators for selecting the intelligent customer service, the evaluation indicators of the intelligent customer service that can cover the aforementioned requirements are determined.

[0038] In a feasible implementation manner, the step S20 includes: Get the requirements document for the requirements; In the requirement document, the evaluation indicators for evaluating the proposed intelligent customer service are identified; Alternatively, the evaluation indicators for selecting intelligent customer service are determined by matching a pre-constructed indicator introduction table with the content of the requirement document; wherein the indicator introduction table includes a description of each preset evaluation indicator.

[0039] In this embodiment, the service provider to provide the intelligent customer service may provide a requirement document for the intelligent customer service to be built. Since the service provider has filled in its requirements in the requirement document, evaluation indicators for evaluating the intelligent customer service to be determined can be obtained in the requirement document by keyword recognition, wherein the keywords are the keywords predefined in the rough requirements and / or accurate requirements of the service provider in the above step S10; or, an indicator introduction table may be pre-constructed, wherein the indicator introduction table includes a description of each evaluation indicator in the above step S20, so that the evaluation indicators for selecting the intelligent customer service are determined through content matching between the indicator introduction table and the requirement document based on the content matching degree or content similarity between the two.

[0040] In this embodiment, the above identification and content matching methods are not limited.

[0041] Compared with manually obtaining the service provider's needs and determining the evaluation indicators corresponding to the needs based on expert experience, the evaluation indicators for selecting intelligent customer service can be quickly and accurately determined through the demand documents provided by the service provider.

[0042] Step S30: Select a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer services based on the evaluation indicators.

[0043] In step S20, after determining the evaluation index for selecting intelligent customer service based on the needs of the service provider to provide intelligent customer service for the intelligent customer service to be built, the target intelligent customer service that meets the needs of the service provider can be selected from the intelligent customer service to be determined according to the evaluation index. The selected target intelligent customer service can be one or more.

[0044] In a feasible implementation manner, the step S30 includes: Determine, among the service providers that have provided intelligent customer service, at least one target service provider that is similar to the service provider to be provided with intelligent customer service service based on the vendor information of the service provider; At least one intelligent customer service selected by the target service provider is used as the pending intelligent customer service.

[0045] In this embodiment, a method for determining pending intelligent customer service is provided. Since there are currently a large number of existing intelligent customer services, it is necessary to screen them before further selection to improve the selection efficiency and accuracy. At present, the pending intelligent customer service can be determined from the existing intelligent customer services by manual screening, but its screening efficiency and accuracy are also relatively low. Therefore, in this embodiment, among the service providers that have provided intelligent customer service services, based on the manufacturer information of the service provider, at least one target service provider similar to the service provider to be provided with intelligent customer service services is determined, and then at least one intelligent customer service selected by the target service provider is used as the pending intelligent customer service, thereby improving the screening efficiency and accuracy of screening and determining the pending intelligent customer service from the existing intelligent customer services.

[0046] Compared with the current manual selection method, the evaluation indicators are determined by the needs of the service-providing enterprise, and then the target intelligent customer service that meets the needs of the service-providing enterprise is selected based on the evaluation indicators. This automated selection method improves the selection efficiency and accuracy of intelligent customer service.

[0047] Based on the first embodiment of the present application, in the second embodiment of the present application, the same or similar contents as those in the above-mentioned embodiment 1 can be referred to the above introduction, and will not be repeated in the following. Figure 2 , the step S30 includes steps S30A1-S30A2: Step S30A1: performing an assessment test on each pending intelligent customer service on each evaluation indicator to obtain a score of each pending intelligent customer service on each evaluation indicator; Step S30A2: The pending intelligent customer service with the highest total score is selected as the target intelligent customer service that meets the needs of the service provider.

[0048] In this embodiment, a method for selecting a target intelligent customer service that meets the needs of a service provider from among pending intelligent customer services based on evaluation indicators is provided.

[0049] First, on each evaluation index determined based on the needs of the service provider, each pending intelligent customer service is assessed and tested to obtain the score of each pending intelligent customer service on each evaluation index. In this embodiment, the assessment and testing method for obtaining the score of each pending intelligent customer service on each evaluation index is not limited.

[0050] Among them, the methods for evaluating and testing intelligent customer service on various evaluation indicators include: 1. Functional testing, such as user interface and user experience (UI / UX) testing, question-and-answer system functional testing, integration testing (confirming whether the AI ​​customer service system can be properly integrated with the existing CRM and database, and testing whether the system can extract and use user data to personalize answers), performance testing, and security testing.

[0051] 2. Question and answer accuracy testing, such as natural language understanding (NLU) testing, context understanding testing, and consistency testing (fact-checking the answers given by the system to ensure the accuracy of the information and confirm that the system's answers are consistent at different time points and between different users).

[0052] 3. Reliability and resilience testing, such as exception handling testing (artificially creating errors and abnormal situations, testing the system's exception handling capabilities and resilience, and verifying whether the feedback provided by the system when encountering errors is clear and helpful in solving problems), stability testing (running the system for a long time to observe whether its performance is stable, and detecting memory leaks or resource exhaustion issues).

[0053] 4. Maintainability and scalability testing, such as code review (assessing code quality and documentation, ensuring that the system is easy to maintain and update, and confirming that the code follows best practices and coding standards), scalability testing (testing the ease of adding new features or extending existing features).

[0054] Then, after obtaining the scores of each pending intelligent customer service on each evaluation indicator, the pending intelligent customer service with the highest total score is used as the target intelligent customer service that meets the needs of the service provider. In addition, the priority and corresponding weight of each evaluation indicator can be pre-set, or the priority and corresponding weight of each evaluation indicator adjusted by the service provider, and the total score is jointly determined by the scores of each pending intelligent customer service on each evaluation indicator and the weight of the corresponding evaluation indicator.

[0055] Based on the first embodiment of the present application, in the third embodiment of the present application, the same or similar contents as those in the above-mentioned embodiment 1 can be referred to the above introduction, and will not be repeated in the following. Figure 3 , the step S30 includes step S30B: Step S30B, selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service by selecting a model based on the evaluation index; Among them, the selection model is obtained by training historical evaluation indicators and the historical intelligent customer service that is finally actually selected.

[0056] In this embodiment, another implementation method is provided for selecting a target intelligent customer service that meets the needs of the service provider from among pending intelligent customer services based on evaluation indicators.

[0057] In this embodiment, according to the evaluation indicators determined based on the needs of the service provider, a target intelligent customer service that meets the needs of the service provider is selected from the pending intelligent customer services through a selection model obtained by training with historical evaluation indicators and historical intelligent customer services actually selected in the end.

[0058] In a feasible implementation manner, the step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service by selecting a model based on the evaluation index includes: Obtain a historical selection instance, and determine the historical evaluation indicators in the historical selection instance and the historical intelligent customer service actually selected; The selection model is trained based on historical evaluation indicators and historical intelligent customer service.

[0059] When applying the selection model, it is necessary to first train the selection model based on the historical selection instance. First, obtain the historical selection instance, that is, the instance in which the historical service provider selects the intelligent customer service. In the historical selection instance, the historical evaluation indicators in the needs of the historical service provider and the one or more historical intelligent customer services actually selected by the historical service provider are included. It should be noted that the historical intelligent customer service can be the same as or different from the target intelligent customer service recommended based on the evaluation indicators, that is, the service provider can select the final intelligent customer service from one or more target intelligent customer services. Then, the selection model is trained based on the indicator information and / or labels of the historical evaluation indicators and the customer service information and / or labels of the historical intelligent customer service. Among them, in this embodiment, the model to be trained and the training method are not limited.

[0060] It should be noted that the above examples are only used to understand the present application and do not constitute a limitation on the selection method of the intelligent customer service of the present application. More simple transformations based on this technical concept are all within the scope of protection of the present application.

[0061] This application also provides a selection device for intelligent customer service, please refer to Figure 4 , the intelligent customer service selection device includes: An acquisition module 10 is used to obtain the requirements of the service provider to provide intelligent customer service for the intelligent customer service to be built; A determination module 20, used to determine the evaluation index for selecting intelligent customer service based on the demand; The selection module 30 is used to select a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer services based on the evaluation indicators.

[0062] In one embodiment, the determining module 20 is further configured to: Get the requirements document for the requirements; In the requirement document, the evaluation indicators for evaluating the proposed intelligent customer service are identified; Alternatively, the evaluation indicators for selecting intelligent customer service are determined by matching a pre-constructed indicator introduction table with the content of the requirement document; wherein the indicator introduction table includes a description of each preset evaluation indicator.

[0063] In one embodiment, the selection module 30 is further used for: Conduct assessment tests on each pending intelligent customer service on each evaluation indicator to obtain scores of each pending intelligent customer service on each evaluation indicator; The pending intelligent customer service with the highest total score will be selected as the target intelligent customer service that meets the needs of the service provider.

[0064] In one embodiment, the selection module 30 is further used for: According to the evaluation indicators, the target intelligent customer service that meets the needs of the service provider is selected from the pending intelligent customer service by selecting the model; Among them, the selection model is obtained by training historical evaluation indicators and the historical intelligent customer service that is finally actually selected.

[0065] In one embodiment, the selection module 30 is further used for: Obtain a historical selection instance, and determine the historical evaluation indicators in the historical selection instance and the historical intelligent customer service actually selected; The selection model is trained based on historical evaluation indicators and historical intelligent customer service.

[0066] In one embodiment, the intelligent customer service selection device further includes a screening module for: Determine, among the service providers that have provided intelligent customer service, at least one target service provider that is similar to the service provider to be provided with intelligent customer service service based on the vendor information of the service provider; At least one intelligent customer service selected by the target service provider is used as the pending intelligent customer service.

[0067] The intelligent customer service selection device provided in this application adopts the intelligent customer service selection method in the above embodiment, which can solve the technical problems of low efficiency and inaccuracy in intelligent customer service selection. Compared with the prior art, the beneficial effects of the intelligent customer service selection device provided in this application are the same as the beneficial effects of the intelligent customer service selection method provided in the above embodiment, and the other technical features in the intelligent customer service selection device are the same as the features disclosed in the above embodiment method, which will not be repeated here.

[0068] The present application provides a device for selecting an intelligent customer service, and the device for selecting an intelligent customer service includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the method for selecting an intelligent customer service in the above-mentioned embodiment one.

[0069] Reference below Figure 5, which shows a schematic diagram of the structure of the selection device of the intelligent customer service suitable for implementing the embodiment of the present application. The selection device of the intelligent customer service in the embodiment of the present application may include but is not limited to mobile terminals such as mobile phones, laptops, digital broadcast receivers, PDAs (Personal Digital Assistants), PADs (Portable Application Descriptions), PMPs (Portable Media Players), vehicle-mounted terminals (such as vehicle-mounted navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Figure 5 The intelligent customer service selection device shown is merely an example and should not bring any limitation to the functions and scope of use of the embodiments of the present application.

[0070] like Figure 5 As shown, the selection device of the intelligent customer service may include a processing device 1001 (such as a central processing unit, a graphics processor, etc.), which can perform various appropriate actions and processes according to the program stored in the read-only memory (ROM: Read Only Memory) 1002 or the program loaded from the storage device 1003 to the random access memory (RAM: Random Access Memory) 1004. In RAM1004, various programs and data required for the operation of the selection device of the intelligent customer service are also stored. The processing device 1001, ROM1002 and RAM1004 are connected to each other through a bus 1005. The input / output (I / O) interface 1006 is also connected to the bus. Generally, the following systems can be connected to the I / O interface 1006: an input device 1007 including, for example, a touch screen, a touchpad, a keyboard, a mouse, an image sensor, a microphone, an accelerometer, a gyroscope, etc.; an output device 1008 including, for example, a liquid crystal display (LCD: Liquid Crystal Display), a speaker, a vibrator, etc.; a storage device 1003 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 1009. The communication device 1009 can allow the intelligent customer service selection device to communicate with other devices wirelessly or wired to exchange data. Although the figure shows the intelligent customer service selection device with various systems, it should be understood that it is not required to implement or have all the systems shown. More or fewer systems can be implemented or have alternatively.

[0071] In particular, according to the embodiments disclosed in the present application, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present application include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication device, or installed from a storage device 1003, or installed from a ROM 1002. When the computer program is executed by the processing device 1001, the above-mentioned functions defined in the method of the embodiment disclosed in the present application are executed.

[0072] The intelligent customer service selection device provided by the present application adopts the intelligent customer service selection method in the above embodiment, which can solve the technical problems of low efficiency and inaccuracy in intelligent customer service selection. Compared with the prior art, the beneficial effects of the intelligent customer service selection device provided by the present application are the same as the beneficial effects of the intelligent customer service selection method provided by the above embodiment, and the other technical features in the intelligent customer service selection device are the same as the features disclosed in the method of the previous embodiment, which will not be repeated here.

[0073] It should be understood that the various parts disclosed in this application can be implemented by hardware, software, firmware or a combination thereof. In the description of the above embodiments, specific features, structures, materials or characteristics can be combined in any one or more embodiments or examples in a suitable manner.

[0074] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any person skilled in the art who is familiar with the present technical field can easily think of changes or substitutions within the technical scope disclosed in the present application, which should be included in the protection scope of the present application. Therefore, the protection scope of the present application should be based on the protection scope of the claims.

[0075] The present application provides a computer-readable storage medium having computer-readable program instructions (i.e., computer programs) stored thereon, and the computer-readable program instructions are used to execute the method for selecting intelligent customer service in the above-mentioned embodiment.

[0076] The computer-readable storage medium provided in the present application may be, for example, a USB flash drive, but is not limited to electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems or devices, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM: Random Access Memory), a read-only memory (ROM: Read Only Memory), an erasable programmable read-only memory (EPROM: Erasable Programmable Read Only Memory or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM: CD-Read Only Memory), an optical storage device, a magnetic storage device, or any suitable combination of the above. In this embodiment, the computer-readable storage medium may be any tangible medium containing or storing a program, which may be used by or in combination with an instruction execution system or device. The program code contained on the computer-readable storage medium may be transmitted using any appropriate medium, including but not limited to: wires, optical cables, RF (Radio Frequency: Radio Frequency), etc., or any suitable combination of the above.

[0077] The above-mentioned computer-readable storage medium may be included in the selection device of the intelligent customer service; or it may exist independently without being assembled into the selection device of the intelligent customer service.

[0078] The above-mentioned computer-readable storage medium carries one or more programs. When the above-mentioned one or more programs are executed by the intelligent customer service selection device, the intelligent customer service selection device enables the following: to obtain the needs of the service provider to provide the intelligent customer service for the intelligent customer service to be built; based on the needs, determine the evaluation indicators for selecting the intelligent customer service; and based on the evaluation indicators, select the target intelligent customer service that meets the needs of the service provider from the pending intelligent customer services.

[0079] Computer program code for performing the operations of the present application may be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0080] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present application. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0081] The modules involved in the embodiments described in this application may be implemented by software or hardware, wherein the name of the module does not constitute a limitation on the unit itself in some cases.

[0082] The readable storage medium provided in this application is a computer-readable storage medium, which stores computer-readable program instructions (i.e., computer programs) for executing the above-mentioned intelligent customer service selection method, and can solve the technical problems of low efficiency and inaccuracy in intelligent customer service selection. Compared with the prior art, the beneficial effects of the computer-readable storage medium provided in this application are the same as the beneficial effects of the intelligent customer service selection method provided in the above-mentioned embodiment, and will not be repeated here.

[0083] The present application also provides a computer program product, including a computer program, which, when executed by a processor, implements the steps of the above-mentioned intelligent customer service selection method.

[0084] The computer program product provided by this application can solve the technical problems of low efficiency and inaccuracy in intelligent customer service selection. Compared with the prior art, the beneficial effects of the computer program product provided by this application are the same as the beneficial effects of the intelligent customer service selection method provided by the above embodiment, which will not be repeated here.

[0085] The above descriptions are only some embodiments of the present application, and are not intended to limit the patent scope of the present application. All equivalent structural changes made using the contents of the present application specification and drawings under the technical concept of the present application, or direct / indirect applications in other related technical fields are included in the patent protection scope of the present application.

Claims

1. A method for selecting an intelligent customer service, characterized in that: The method for selecting the intelligent customer service includes: Obtain the requirements of the service provider who is to provide intelligent customer service for the intelligent customer service to be built; Based on the requirements, determine the evaluation indicators for selecting intelligent customer service; According to the evaluation index, a target intelligent customer service that meets the needs of the service provider is selected from the pending intelligent customer services.

2. The method for selecting an intelligent customer service according to claim 1, wherein: The step of determining the evaluation index for selecting intelligent customer service based on the demand includes: Obtain a requirements document for the requirements; In the requirement document, an evaluation index for evaluating the pending intelligent customer service is identified; Alternatively, the evaluation indicators for selecting intelligent customer service are determined by matching a pre-constructed indicator introduction table with the content of the requirement document; wherein the indicator introduction table includes a description of each preset evaluation indicator.

3. The method for selecting an intelligent customer service according to claim 1, wherein: The step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service according to the evaluation index comprises: Conduct assessment tests on each pending intelligent customer service on each evaluation indicator to obtain scores of each pending intelligent customer service on each evaluation indicator; The pending intelligent customer service with the highest total score will be selected as the target intelligent customer service that meets the needs of the service provider.

4. The method for selecting an intelligent customer service according to claim 1, wherein: The step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service according to the evaluation index comprises: According to the evaluation index, a target intelligent customer service that meets the needs of the service provider is selected from the pending intelligent customer services by selecting a model; The selection model is obtained by training historical evaluation indicators and historical intelligent customer service that is ultimately actually selected.

5. The method for selecting an intelligent customer service according to claim 4, wherein: The step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer service by selecting a model based on the evaluation index includes: Obtain a historical selection instance, and determine the historical evaluation index in the historical selection instance and the actually selected historical intelligent customer service; The selection model is trained based on the historical evaluation indicators and the historical intelligent customer service.

6. The method for selecting an intelligent customer service according to claim 1, wherein: Before the step of selecting a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer services according to the evaluation index, the step includes: Determine, among the service providers that have provided intelligent customer service, at least one target service provider that is similar to the service provider to be provided with intelligent customer service service based on the vendor information of the service provider; At least one intelligent customer service selected by the target service provider is used as the pending intelligent customer service.

7. A device for selecting intelligent customer service, characterized in that: The intelligent customer service selection device includes: An acquisition module is used to obtain the needs of the service provider who is to provide intelligent customer service for the intelligent customer service to be built; A determination module, used to determine the evaluation index for selecting intelligent customer service based on the requirements; The selection module is used to select a target intelligent customer service that meets the needs of the service provider from the pending intelligent customer services based on the evaluation indicators.

8. An intelligent customer service selection device, characterized in that: The device includes: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program is configured to implement the steps of the method for selecting an intelligent customer service as described in any one of claims 1 to 6.

9. A storage medium, characterized in that: The storage medium is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by a processor, the steps of the method for selecting an intelligent customer service as described in any one of claims 1 to 6 are implemented.

10. A computer program product, characterized in that The computer program product includes a computer program, and when the computer program is executed by a processor, the steps of the method for selecting an intelligent customer service as described in any one of claims 1 to 6 are implemented.

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