Customer service scheme obtaining method and device, computer equipment and storage medium
By obtaining and analyzing the first user's demand information and the second user's service information, and generating and correcting the service plan, the problem that existing service tools cannot deeply adapt to customer needs is solved, and the generation of personalized service plans and customer satisfaction is achieved. Improvement of degree.
Patent Information
- Application Number
- CN202411411555.5
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-10-09
- Publication Date
- 2025-02-18
AI Technical Summary
The service tools of existing insurance companies are mainly designed with business promotion as their original intention, lack the function of solving health and medical problems for customers, and cannot understand the progress of using customers' health rights, resulting in the service plan being unable to deeply adapt to customer needs, reducing customer service satisfaction .
By obtaining the current demand information of the first user and the service information of the second user, analyze based on the preset service plan recommendation model, a recommendation service plan is generated, and sending it to the second user to receive its operation content, and correcting the recommendation service plan , generate personalized target service solutions.
It realizes the generation of personalized service solutions, deeply adapts to customer needs, improves customer service satisfaction, and effectively utilizes the service resources of the second user.
Smart Images
Figure CN119474525A_ABST
Abstract
Description
Technical Field
[0001] The present application relates to the fields of machine learning and financial technology, and in particular to a method, apparatus, computer equipment and storage medium for obtaining a customer service plan. Background Art
[0002] With the development of computer technology, insurance companies are actively exploring health service tools to improve customer service capabilities. However, according to research, current service tools are designed mainly for business promotion, lack the function of solving health and medical problems for customers, lack the integration and recommendation of health and medical resources based on customer scenarios, and cannot understand the progress of customers' health rights and interests. As a result, the service solutions obtained cannot deeply adapt to customer needs, reduce customer service satisfaction, and cannot help insurance "increase staff, acquire customers, convert, and add insurance." Therefore, how to obtain personalized service solutions and improve customer service satisfaction has become an urgent problem to be solved. Summary of the invention
[0003] The present application provides a method, apparatus, computer device and storage medium for obtaining a customer service plan to obtain a personalized service plan, thereby improving customer service satisfaction.
[0004] In a first aspect, the present application provides a method for obtaining a customer service solution, the method comprising:
[0005] Acquire current demand information of a first user and service information of a second user, wherein the second user is a user who provides services to the first user;
[0006] Analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user;
[0007] Sending the recommended service solution to the second user, and receiving operation content input by the second user based on the recommended service solution;
[0008] Based on the operation content, the recommended service plan is modified to generate a target service plan for the first user.
[0009] In a second aspect, the present application further provides a device for obtaining a customer service plan, the device comprising:
[0010] An information acquisition module, used to acquire current demand information of a first user and service information of a second user, wherein the second user is a user who provides services to the first user;
[0011] A recommended service solution obtaining module, configured to analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user;
[0012] an operation content receiving module, configured to send the recommended service solution to the second user, and receive operation content input by the second user based on the recommended service solution;
[0013] The target service solution obtaining module is used to modify the recommended service solution based on the operation content to generate a target service solution for the first user.
[0014] In a third aspect, the present application also provides a computer device, comprising a memory and a processor; the memory is used to store a computer program; the processor is used to execute the computer program and implement the customer service solution obtaining method as described above when executing the computer program.
[0015] In a fourth aspect, the present application further provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the processor implements the method for obtaining a customer service solution as described above.
[0016] The present application discloses a method, device, computer equipment and storage medium for obtaining a customer service plan, which obtains the current demand information of a first user and the service data of a second user, wherein the second user is a user who provides services to the first user; analyzes the current demand information and the service data based on a preset service plan recommendation model to obtain a recommended service plan for the first user; sends the recommended service plan to the second user, and receives the operation content input by the second user based on the recommended service plan; modifies the recommended service plan based on the operation content to generate a target service plan for the first user. The present application can generate a recommended service plan based on the current demand information of the first user and the service data of the second user, and then modifies the recommended service plan in combination with the operation content of the second user to obtain a personalized target service plan, so that the target service plan deeply adapts to the current needs of the first user, and effectively utilizes the service resources of the second user, which is conducive to meeting the current needs of the first user; and adjusts the recommended service plan based on the feedback of the second user, so that the service plan can meet the actual situation of the second user, improves the personalization of the service plan, is conducive to improving the service effect of the second user, and thus improves customer service satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS
[0017] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the drawings described below are some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.
[0018] Figure 1 It is a schematic flow chart of a first embodiment of a method for obtaining a customer service solution provided by an embodiment of the present application;
[0019] Figure 2 is a schematic flow chart of a second embodiment of a method for obtaining a customer service solution provided in an embodiment of the present application;
[0020] Figure 3 is a schematic flow chart of a third embodiment of a method for obtaining a customer service solution provided by an embodiment of the present application;
[0021] Figure 4 A schematic block diagram of a customer service solution obtaining device provided in an embodiment of the present application;
[0022] Figure 5 A schematic block diagram of the structure of a computer device provided in an embodiment of the present application. DETAILED DESCRIPTION
[0023] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.
[0024] The flowcharts shown in the accompanying drawings are only examples and do not necessarily include all the contents and operations / steps, nor must they be executed in the order described. For example, some operations / steps may also be decomposed, combined or partially merged, so the actual execution order may change according to actual conditions.
[0025] It should be understood that the terms used in this application specification are only for the purpose of describing specific embodiments and are not intended to limit the application. As used in this application specification and the appended claims, unless the context clearly indicates otherwise, the singular forms "a", "an" and "the" are intended to include plural forms.
[0026] It should be further understood that the term “and / or” used in the specification and appended claims refers to any combination and all possible combinations of one or more of the associated listed items, and includes these combinations.
[0027] The embodiments of the present application provide a method, device, computer equipment and storage medium for obtaining a customer service plan. The method for obtaining a customer service plan can be applied to a server or a customer-oriented service system, and a recommended service plan is generated based on the current demand information of a first user and the service information of a second user, and then the recommended service plan is modified based on the operation content of the second user to obtain a personalized target service plan. The server can be an independent server or a server cluster.
[0028] In conjunction with the accompanying drawings, some embodiments of the present application are described in detail below. In the absence of conflict, the following embodiments and features in the embodiments can be combined with each other.
[0029] See also Figure 1 , Figure 1 This is a schematic flow chart of a method for obtaining a customer service plan provided by an embodiment of the present application. The method for obtaining a customer service plan can be applied to a server or a customer-oriented service system, and is used to generate a recommended service plan based on the current demand information of the first user and the service information of the second user, and then modify the recommended service plan in combination with the operation content of the second user to obtain a personalized target service plan.
[0030] like Figure 1 As shown, the method for obtaining a customer service plan specifically includes steps S101 to S104.
[0031] S101, obtaining current demand information of a first user and service information of a second user, wherein the second user is a user who provides services to the first user;
[0032] In one embodiment, the customer service scheme acquisition method is applied to a customer-oriented service system, and the system design includes: 1. System architecture design: The architecture design of the system can adopt a microservice architecture, split different functional modules into independent services, and communicate through an API (Application Programming Interface) to achieve high availability and scalability of the system. At the same time, the system needs to adopt cloud computing technology so that it can be expanded when needed to improve the stability and reliability of the system. 2. Database design: The system needs to design a special database for storing the agent's personal image data, personal rights and interests data, etc. In order to ensure the security and reliability of the data, a distributed database technology can be used to store the data in multiple nodes to improve the availability and fault tolerance of the data. 3. Health navigator exclusive homepage: Create a "health navigator" exclusive homepage, and the homepage can display relevant function controls, such as the health navigator's exclusive robot image, fun games, health reminders, hot services, AI voice communication, three special areas (service navigation, customer development, personal center), etc. Specifically, the navigation service is designed according to four major customer scenarios, including health scenarios, sub-health scenarios, medical scenarios, and life scenarios. For example, when a customer needs skin detection service, the service navigation can guide the customer to perform skin AI detection.
[0033] In one embodiment, the first user is a customer who has a need to purchase insurance, financial or other products, and the second user is a service person such as an insurance agent or a financial product agent.
[0034] In one embodiment, the service information of the second user can be obtained from the personal center of the second user. The personal center of the second user can be pre-edited by the second user, and the second user can input content and generate service information according to his actual situation.
[0035] In one embodiment, the current demand information of the first user can be obtained by analyzing the user operation of the first user, or by acquiring and analyzing the voice content or text content of the first user. The current demand information includes but is not limited to the service type, the expected service level, the budget limit, the time requirement, etc.
[0036] Furthermore, the obtaining of the current demand information of the first user further includes: receiving voice content or text content input by the first user; and analyzing the voice content or the text content to obtain the current demand information of the first user.
[0037] In a specific embodiment, the voice content of the first user is received through a voice input device (such as a microphone, a telephone system), and the text content of the first user is received through channels such as an online form, a chat application, and an email.
[0038] In one embodiment, the user's voice input is converted into text data using automatic speech recognition technology. Before conversion, the speech can be subjected to noise reduction processing to improve the accuracy of recognition.
[0039] In one embodiment, the received text or the text after speech recognition is preprocessed, including removing stop words and punctuation marks, performing stem extraction or lemmatization, etc. The machine learning model is used to identify the intent of the text, that is, the main needs or purposes of the first user. Key information such as time, location, service type, etc. is extracted from the text. According to the intent of the first user and the extracted key information, the current needs of the first user are identified.
[0040] S102: Analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user;
[0041] Furthermore, the preset service plan recommendation model is used to analyze the current demand information and the service data to obtain a recommended service plan for the first user, including: based on the service data, obtaining the service rights and service content of the second user; based on the service plan recommendation model, the current demand information, the service rights and the service content are analyzed to generate the recommended service plan.
[0042] In one embodiment, based on the service profile of the second user, the scope and limitations of the services that the second user can provide are clarified, for example, certain services may require specific qualifications or licenses, as well as a list of service items that the second user can provide and detailed information about each service item, such as service description, price, required time, customer feedback, etc.
[0043] In one embodiment, the recommendation model is trained using historical data to understand user preferences and service characteristics, thereby obtaining a service solution recommendation model.
[0044] In one embodiment, the current demand information, service authority and service content are input into the service solution recommendation model, and the service solution recommendation model first screens out service items that meet the service authority and current demand information. Then, the screened service items are optimized based on factors such as the user preference of the first user, the budget limit and the service quality of the second user. And according to the specific needs of the user, a personalized service solution is customized and output as a recommended service solution.
[0045] Specifically, the needs of the first user are matched with the service rights of the second user, and service items that meet the rights are screened out. The screened out service items are matched with the current needs information of the first user, and service items that meet the needs are further screened out. The current needs information of the first user is further analyzed, including special requirements, personal preferences, etc., and a personalized service plan is customized based on the analysis results to ensure that the plan meets the specific needs of the user.
[0046] S103, sending the recommended service solution to the second user, and receiving operation content input by the second user based on the recommended service solution;
[0047] In one embodiment, the generated recommended service plan is sent to the second user via a preset communication channel (such as email, application notification, etc.).
[0048] In one embodiment, the operation content input by the second user according to the recommended service solution is received. For example, the second user may choose to accept or reject certain recommended services, or provide additional feedback.
[0049] S104: Based on the operation content, modify the recommended service plan to generate a target service plan for the first user.
[0050] In one embodiment, the operation content input by the second user is analyzed to understand the acceptance degree and specific feedback of the second user on the recommended service solution. According to the operation content of the second user, the recommended service solution is modified as necessary, which may be to adjust the service content, priority or add new service options.
[0051] In one embodiment, based on the revised recommended service plan, a final target service plan for user services to the first user is generated.
[0052] Furthermore, after the recommended service plan is modified based on the operation content and a target service plan for the first user is generated, the method also includes: providing service guidance to the first user based on the target service plan, and monitoring service progress information; sending the service progress information to the second user, so that the second user can initiate a service progress reminder to the first user based on the service progress information.
[0053] In one embodiment, according to the target service plan, a detailed service guide is provided to the first user, including service steps, required materials, estimated time, etc.
[0054] In one embodiment, the service progress is monitored in real time to obtain relevant information about the service progress, such as completed steps, remaining time, possible problems, etc.
[0055] In one embodiment, the service progress information is sent to the second user through a preset communication channel (such as email, text message, application push, etc.). The second user can set a service progress reminder based on the service progress information, such as service is about to start, service is in progress, service is about to be completed, etc., and formulate the reminder content to ensure that the information is clear and concise and contains necessary operation instructions. The service progress reminder is sent to the first user through a preset communication channel (such as phone, text message, application push, etc.).
[0056] The above embodiment provides a method, device, computer equipment and storage medium for obtaining a customer service plan, obtaining the current demand information of the first user and the service information of the second user, wherein the second user is a user who provides services to the first user; analyzing the current demand information and the service information based on a preset service plan recommendation model to obtain a recommended service plan for the first user; sending the recommended service plan to the second user, and receiving the operation content input by the second user based on the recommended service plan; based on the operation content, modifying the recommended service plan to generate a target service plan for the first user. The present application can generate a recommended service plan based on the current demand information of the first user and the service information of the second user, and then modify the recommended service plan in combination with the operation content of the second user to obtain a personalized target service plan, so that the target service plan deeply adapts to the current needs of the first user, and effectively utilizes the service resources of the second user, which is conducive to meeting the current needs of the first user; and adjusting the recommended service plan based on the feedback of the second user, so that the service plan can meet the actual situation of the second user, improve the personalization of the service plan, and help improve the service effect of the second user, thereby improving customer service satisfaction.
[0057] See also Figure 2 , Figure 2 This is a schematic flow chart of a method for obtaining a customer service plan provided by an embodiment of the present application. The method for obtaining a customer service plan can be applied to a server and a customer-oriented service system, and is used to analyze and obtain the current demand information of the first user based on the test results of the first user's health items, and can automatically obtain the current demand information of the first user, generate a personalized service plan, and improve the accuracy of the service plan.
[0058] like Figure 2 As shown, the method for obtaining a customer service plan specifically includes steps S201 to S204.
[0059] S201, obtaining a user operation of the first user, and determining a health item to be detected for the first user based on the user operation;
[0060] S202, obtaining the detection steps of the health item to be detected, and based on the detection steps, guiding the user to perform the detection of the item to be detected to obtain the detection result;
[0061] S203: Analyze the detection result to obtain current demand information of the first user.
[0062] In one embodiment, the customer-oriented service system provides a user interface that allows the first user (customer) to input relevant operations. The relevant operation may be a control corresponding to a health item (such as skin detection) in the interface that the user touches or clicks. It may also be an operation record of multiple operations performed by the first user, such as health problem searches, traffic health topics, etc. The operation records are analyzed to identify health detection items that the first user may need to perform, and a group of health items to be detected are recommended to the first user, and the health items selected by the first user are used as health items to be detected.
[0063] In one embodiment, detailed detection steps of the health item to be detected are obtained. The first user is guided to understand and perform the detection steps through pictures, texts, video tutorials, or voice guidance. Interactive guidance can also be provided to allow the first user to ask questions and obtain immediate feedback during the detection process. After the first user completes the detection, the detection results are collected.
[0064] In one embodiment, the test results submitted by the first user are analyzed to determine the health status of the first user. Based on the analysis results, the user's current needs information is determined, such as further medical consultation, a specific health improvement plan, etc.
[0065] For example, the first user clicks on "AI Skin Detection" in the interface, and the skin detection of the health item to be monitored is performed, and the detection steps of the skin detection are obtained (such as opening the camera application - taking a local photo of the skin - uploading a local photo of the skin), and the first user is guided to perform the skin detection to obtain the detection results. The detection results are analyzed to determine whether the first user needs follow-up treatment. If follow-up treatment is required, the current demand information is generated according to the specific content of the treatment required.
[0066] In the above embodiment, according to the test results of the health items of the first user, the current demand information of the first user is analyzed and obtained, the current demand information of the first user can be automatically obtained, and a personalized service plan can be generated, thereby improving the accuracy of the service plan.
[0067] See also Figure 3 , Figure 3This is a schematic flow chart of a method for obtaining a customer service solution provided by an embodiment of the present application. The method for obtaining a customer service solution can be applied to a server and a customer-oriented service system to match the most suitable service personnel for the user, thereby improving the personalization of the service and user satisfaction.
[0068] like Figure 3 As shown, the method for obtaining a customer service plan specifically includes steps S301 to S304.
[0069] S301. Based on the user profile of the first user, determine whether there is service personnel information in the user profile, wherein the service personnel information is information of a service personnel who provides service for the first user;
[0070] S302: If the service personnel information in the user profile is empty, analyze the user profile to obtain the preference information and hidden needs of the first user;
[0071] S303: Based on the preference information and the hidden need, determine a target service personnel for the first user in a service personnel database, and use the target service personnel as the second user.
[0072] In one embodiment, the user profile of the first user is accessed, including personal information, historical service records, service personnel information, etc.
[0073] In one embodiment, the user profile is searched for information about a designated service person, that is, whether the first user already has a service person (second user) providing service for him / her.
[0074] In one embodiment, if there is no service personnel information in the user profile, the user profile is analyzed to determine the user's preferences, such as service type preferences, communication method preferences, etc. In addition to obvious preferences, the user profile is further analyzed to discover the user's hidden needs, such as service needs in a specific time period, price sensitivity, services that may be of interest, etc. Specifically, data mining and machine learning techniques can be used to analyze user profiles to obtain deeper insights.
[0075] In one embodiment, a service personnel database is accessed, which contains information such as service personnel's qualifications, experience, expertise, and user evaluation. Based on the user's preference information and hidden needs, a matching algorithm is applied to find a suitable service personnel in the service personnel database. The service personnel with the highest matching degree is selected as the target service personnel. The target service personnel is used as the second user, and the information of the target service personnel is updated to the user profile of the first user.
[0076] The above embodiments can match the most suitable service personnel for users, thereby improving the personalization of services and user satisfaction.
[0077] Furthermore, if the service personnel information in the user profile is empty, the user profile is analyzed to obtain the preference information and hidden needs of the first user, and it also includes: sending the preference information and the hidden needs to each service personnel in the service personnel database, and receiving an operation instruction from at least one service personnel; based on the operation instruction of at least one service personnel, determining a target service personnel, and using the target service personnel as the second user.
[0078] In one embodiment, the preference information and hidden needs of the first user are sent to all available service personnel through the contact information in the service personnel database, which can effectively expand customers for the service personnel.
[0079] In one embodiment, service personnel are asked to submit an operation instruction on whether they are willing to provide the service. The operation instruction may include acceptance, rejection, or suggestion for modification. Specifically, a response collection mechanism is created to allow service personnel to submit an operation instruction on whether they are willing to provide the service. The format of the operation instruction is defined to ensure that service personnel can clearly express their willingness. A response time limit is set to collect feedback from service personnel within a reasonable time.
[0080] In one embodiment, the operation instructions submitted by the service personnel are analyzed to understand their willingness, availability, and service capabilities. The matching degree of each responding service personnel with the user's preferences and hidden needs is evaluated. Based on the matching degree, the service quality of the service personnel, the response speed, and other factors, the most suitable service personnel are selected as the target service personnel.
[0081] In one embodiment, the determined target service personnel information is updated to the user profile of the first user, and the first user is notified that the target service personnel has been determined.
[0082] In the above embodiment, customer leads are provided to service personnel so that they have enough information to decide whether to provide services, and users can obtain service personnel that best meet their needs, thereby improving the personalization of services and user satisfaction.
[0083] See also Figure 4 , Figure 4 The embodiment of the present application provides a schematic block diagram of a customer service solution obtaining device, which is used to execute the above-mentioned customer service solution obtaining method. The customer service solution obtaining device can be configured on a server.
[0084] like Figure 4 As shown, the customer service solution obtaining device 400 includes:
[0085] The information acquisition module 401 is used to acquire the current demand information of the first user and the service information of the second user, wherein the second user is the user who provides services for the first user;
[0086] A recommended service solution obtaining module 402 is used to analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user;
[0087] An operation content receiving module 403 is used to send the recommended service solution to the second user and receive the operation content input by the second user based on the recommended service solution;
[0088] The target service solution obtaining module 404 is used to modify the recommended service solution based on the operation content to generate a target service solution for the first user.
[0089] Furthermore, the information acquisition module 401 includes:
[0090] a to-be-detected item determining unit, configured to obtain a user operation of the first user, and determine a to-be-detected health item of the first user based on the user operation;
[0091] A test result obtaining unit, used to obtain the test steps of the health item to be tested, and based on the test steps, guide the user to test the item to be tested to obtain the test result;
[0092] The demand information obtaining unit is used to analyze the detection result to obtain the current demand information of the first user.
[0093] Furthermore, the customer service solution obtaining device 400 further includes a second user determination module, and the second user determination module includes:
[0094] a service personnel determination unit, configured to determine, based on the user profile of the first user, whether there is service personnel information in the user profile, wherein the service personnel information is information of a service personnel who provides service for the first user;
[0095] a hidden demand obtaining unit, configured to analyze the user profile to obtain the preference information and hidden demand of the first user if the service personnel information in the user profile is empty;
[0096] A service personnel determination unit determines a target service personnel for the first user in a service personnel database based on the preference information and the hidden need, and uses the target service personnel as the second user.
[0097] Furthermore, the second user determination module further includes:
[0098] An operation instruction receiving unit, used to send the preference information and the hidden requirement to each service personnel in the service personnel database, and receive an operation instruction from at least one service personnel;
[0099] The service personnel determining unit is used to determine a target service personnel based on an operation instruction of at least one service personnel, and use the target service personnel as the second user.
[0100] Furthermore, the customer service solution obtaining device 400 further includes a progress reminder module, and the progress reminder module includes:
[0101] a progress information monitoring unit, configured to provide service guidance to the first user based on the target service solution and monitor service progress information;
[0102] A service progress reminder unit is used to send the service progress information to the second user, so that the second user can initiate a service progress reminder to the first user according to the service progress information.
[0103] Furthermore, the recommended service solution obtaining module 402 includes:
[0104] A service content acquisition unit, configured to acquire the service rights and service content of the second user based on the service data;
[0105] A service solution generating unit is used to analyze the current demand information, the service authority and the service content based on the service solution recommendation model to generate the recommended service solution.
[0106] Furthermore, the information acquisition module 401 further includes:
[0107] A content receiving unit, configured to receive voice content or text content input by the first user;
[0108] The content analysis unit is used to analyze the voice content or the text content to obtain the current demand information of the first user.
[0109] It should be noted that those skilled in the art can clearly understand that, for the convenience and brevity of description, the specific working process of the above-described device and each module can refer to the corresponding process in the aforementioned method embodiment, and will not be repeated here.
[0110] The above-mentioned device can be implemented in the form of a computer program. Figure 5 Runs on the computer device shown.
[0111] See also Figure 5 , Figure 5 1 is a schematic block diagram of a computer device provided in an embodiment of the present application. The computer device may be a server.
[0112] See also Figure 5 The computer device includes a processor, a memory and a network interface connected through a system bus, wherein the memory may include a non-volatile storage medium and an internal memory.
[0113] The non-volatile storage medium can store an operating system and a computer program. The computer program includes program instructions, and when the program instructions are executed, the processor can execute any method for obtaining a customer service solution.
[0114] The processor is used to provide computing and control capabilities and support the operation of the entire computer equipment.
[0115] The internal memory provides an environment for the operation of the computer program in the non-volatile storage medium. When the computer program is executed by the processor, the processor can execute any method for obtaining a customer service solution.
[0116] The network interface is used for network communication, such as sending assigned tasks, etc. Those skilled in the art will understand that Figure 5 The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.
[0117] It should be understood that the processor may be a central processing unit (CPU), and the processor may also be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. Among them, the general-purpose processor may be a microprocessor or the processor may also be any conventional processor, etc.
[0118] In one embodiment, the processor is used to run a computer program stored in the memory to implement the following steps:
[0119] Acquire current demand information of a first user and service information of a second user, wherein the second user is a user who provides services to the first user;
[0120] Analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user;
[0121] Sending the recommended service solution to the second user, and receiving operation content input by the second user based on the recommended service solution;
[0122] Based on the operation content, the recommended service plan is modified to generate a target service plan for the first user.
[0123] In one embodiment, when acquiring the current demand information of the first user, the processor is used to implement:
[0124] Acquire a user operation of the first user, and determine a health item to be detected for the first user based on the user operation;
[0125] Obtaining the detection steps of the health item to be detected, and based on the detection steps, guiding the user to perform the detection of the item to be detected to obtain the detection result;
[0126] The detection result is analyzed to obtain current demand information of the first user.
[0127] In one embodiment, before obtaining the current demand information of the first user and the service information of the second user, wherein the second user is a user providing service to the first user, the processor is further configured to:
[0128] Based on the user profile of the first user, determining whether there is service personnel information in the user profile, wherein the service personnel information is information of a service personnel who provides service for the first user;
[0129] If the service personnel information in the user profile is empty, the user profile is analyzed to obtain the preference information and hidden needs of the first user;
[0130] Based on the preference information and the hidden need, a target service personnel is determined for the first user in a service personnel database, and the target service personnel is used as the second user.
[0131] In one embodiment, after the processor analyzes the user profile to obtain the preference information and hidden requirements of the first user if the service personnel information in the user profile is empty, it is further configured to implement:
[0132] Sending the preference information and the hidden requirement to each service personnel in the service personnel database, and receiving an operation instruction from at least one service personnel;
[0133] Based on the operation instruction of at least one service personnel, a target service personnel is determined, and the target service personnel is used as the second user.
[0134] In one embodiment, after the processor amends the recommended service solution based on the operation content to generate a target service solution for the first user, the processor is further configured to implement:
[0135] Providing service guidance to the first user based on the target service solution, and monitoring service progress information;
[0136] The service progress information is sent to the second user, so that the second user can initiate a service progress reminder to the first user according to the service progress information.
[0137] In one embodiment, when the processor analyzes the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user, the processor is configured to implement:
[0138] Based on the service information, obtaining the service rights and service content of the second user;
[0139] The current demand information, the service authority and the service content are analyzed based on the service solution recommendation model to generate the recommended service solution.
[0140] In one embodiment, when the processor implements obtaining the current demand information of the first user, it is further configured to implement:
[0141] Receiving voice content or text content input by the first user;
[0142] The voice content or the text content is analyzed to obtain current demand information of the first user.
[0143] A computer-readable storage medium is also provided in an embodiment of the present application, wherein the computer-readable storage medium stores a computer program, wherein the computer program includes program instructions, and the processor executes the program instructions to implement any method for obtaining a customer service solution provided in an embodiment of the present application.
[0144] The computer-readable storage medium may be an internal storage unit of the computer device described in the foregoing embodiment, such as a hard disk or memory of the computer device. The computer-readable storage medium may also be an external storage device of the computer device, such as a plug-in hard disk, a smart memory card (Smart Medi a Card, SMC), a secure digital (Secure Digital, SD) card, a flash memory card (Flash Card), etc., equipped on the computer device.
[0145] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any technician familiar with the technical field can easily think of various equivalent modifications or replacements within the technical scope disclosed in the present application, and these modifications or replacements should be included in the protection scope of the present application. Therefore, the protection scope of the present application shall be based on the protection scope of the claims.
Claims
1. A method for obtaining a customer service plan, characterized in that: include: Acquire current demand information of a first user and service information of a second user, wherein the second user is a user who provides services to the first user; Analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user; Sending the recommended service solution to the second user, and receiving operation content input by the second user based on the recommended service solution; Based on the operation content, the recommended service plan is modified to generate a target service plan for the first user.
2. The method for obtaining a customer service plan according to claim 1, characterized in that: The obtaining of the current demand information of the first user includes: Acquire a user operation of the first user, and determine a health item to be detected for the first user based on the user operation; Obtaining the detection steps of the health item to be detected, and based on the detection steps, guiding the user to perform the detection of the item to be detected to obtain the detection result; The detection result is analyzed to obtain current demand information of the first user.
3. The method for obtaining a customer service plan according to claim 1, characterized in that: The step of obtaining the current demand information of the first user and the service information of the second user, wherein the second user is a user who provides services to the first user, further includes: Based on the user profile of the first user, determining whether there is service personnel information in the user profile, wherein the service personnel information is information of a service personnel who provides service for the first user; If the service personnel information in the user profile is empty, the user profile is analyzed to obtain the preference information and hidden needs of the first user; Based on the preference information and the hidden need, a target service personnel is determined for the first user in a service personnel database, and the target service personnel is used as the second user.
4. The method for obtaining a customer service plan according to claim 3, characterized in that: If the service personnel information in the user profile is empty, the user profile is analyzed to obtain the preference information and hidden needs of the first user, and further includes: Sending the preference information and the hidden requirement to each service personnel in the service personnel database, and receiving an operation instruction from at least one service personnel; Based on the operation instruction of at least one service personnel, a target service personnel is determined, and the target service personnel is used as the second user.
5. The method for obtaining a customer service plan according to claim 1, characterized in that: After the recommended service plan is modified based on the operation content to generate a target service plan for the first user, the method further includes: Providing service guidance to the first user based on the target service solution, and monitoring service progress information; The service progress information is sent to the second user, so that the second user can initiate a service progress reminder to the first user according to the service progress information.
6. The method for obtaining a customer service plan according to claim 1, characterized in that: The analyzing the current demand information and the service data based on the preset service solution recommendation model to obtain a recommended service solution for the first user includes: Based on the service information, obtaining the service rights and service content of the second user; The current demand information, the service authority and the service content are analyzed based on the service solution recommendation model to generate the recommended service solution.
7. The method for obtaining a customer service plan according to any one of claims 1 to 6, characterized in that: The obtaining of the current demand information of the first user also includes: Receiving voice content or text content input by the first user; The voice content or the text content is analyzed to obtain current demand information of the first user.
8. A device for obtaining a customer service plan, characterized in that: include: An information acquisition module, used to acquire current demand information of a first user and service information of a second user, wherein the second user is a user who provides services to the first user; A recommended service solution obtaining module, configured to analyze the current demand information and the service data based on a preset service solution recommendation model to obtain a recommended service solution for the first user; an operation content receiving module, configured to send the recommended service solution to the second user, and receive operation content input by the second user based on the recommended service solution; The target service solution obtaining module is used to modify the recommended service solution based on the operation content to generate a target service solution for the first user.
9. A computer device, characterized in that: The computer device includes a memory and a processor; The memory is used to store computer programs; The processor is used to execute the computer program and implement the method for obtaining a customer service solution according to any one of claims 1 to 7 when executing the computer program.
10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the processor implements the method for obtaining a customer service solution according to any one of claims 1 to 7.