Internet of Things industry intelligent customer service supervision and control system based on artificial intelligence

Abstract

The invention discloses an Internet of Things industry intelligent customer service supervision and regulation system based on artificial intelligence, and belongs to the technical field of customer service supervision and regulation. The method is used for solving the technical problems that in an existing scheme, an Internet of Things industry intelligent customer service cannot implement targeted services and service supervision for different Internet of Things devices and service characteristics, and service supervision data cannot be mined and evaluated to carry out targeted regulation and control in different dimensions. According to all local service supervision processing data obtained by supervision of different intelligent customer service staff, data processing and analysis of customer service staff service states are carried out, customer service staff service states corresponding to different intelligent customer service staff are determined, and targeted optimization regulation and control are carried out on different intelligent customer service staff in a self-adaptive manner. According to all local service supervision processing data obtained by supervision of different Internet of Things product types, data processing and analysis of product service states are carried out, the product service states corresponding to the different Internet of Things product types are determined, and targeted optimization regulation and control are adaptively carried out on the different Internet of Things product types.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service supervision and regulation, and particularly to an intelligent customer service supervision and regulation system for the Internet of Things industry based on artificial intelligence. Background Art

[0002] Intelligent customer service in the Internet of Things (IoT) industry is a solution that uses advanced technologies such as artificial intelligence (AI), natural language processing (NLP), and big data analysis to provide customer service. It can automatically handle customer inquiries, technical support requests, and other service needs, especially in scenarios involving IoT devices and systems.

[0003] Compared with intelligent customer service in other industries, intelligent customer service in the IoT industry has some unique characteristics and challenges. These differences mainly stem from the characteristics of the IoT technology itself and the types of devices and services it serves. When the existing intelligent customer service supervision systems in the IoT industry are running, most of them still stay at the stage where users describe problems, and then the customer service retrieves corresponding problems according to the user's description for reply. There is no pre-arrangement of corresponding professional customer service according to the characteristics of all IoT devices and services that the target has used for service, and no supervision and analysis of service effects and autonomous optimization and regulation. There is a situation that intelligent customer service in the IoT industry cannot implement targeted services and service supervision according to different IoT device and service characteristics, and cannot mine and evaluate service supervision data for targeted regulation in different dimensions. Summary of the Invention

[0004] The purpose of the present invention is to provide an intelligent customer service supervision and regulation system for the Internet of Things industry based on artificial intelligence, which is used to solve the technical problem that intelligent customer service in the existing solutions in the IoT industry cannot implement targeted services and service supervision according to different IoT device and service characteristics, and cannot mine and evaluate service supervision data for targeted regulation in different dimensions.

[0005] The purpose of the present invention can be achieved by the following technical solutions:

[0006] An intelligent customer service supervision and regulation system for the Internet of Things industry based on artificial intelligence includes a customer service partial supervision and processing analysis module, which is used to preprocess the requests of users who request customer service, match corresponding professional customer service for the affiliated users according to the preprocessing data, and conduct service supervision, process and analyze the service data of the matched customer service to obtain partial service supervision and processing data;

[0007] The customer service supervision analysis and regulation module is used to process and analyze the data of the customer service status based on all the local service supervision processing data obtained from different intelligent customer service supervision, determine the customer service status corresponding to different intelligent customer services, and adaptively implement targeted optimization and regulation for different intelligent customer services according to the customer service status;

[0008] The Internet of Things product type supervision analysis and regulation module is used to process and analyze the data of the product service status based on all the local service supervision processing data obtained from different Internet of Things product type supervision, determine the product service status corresponding to different Internet of Things product types, and adaptively implement targeted optimization and regulation for different Internet of Things product types according to the product service status.

[0009] Preferably, identify the identity of the user who makes the request, obtain the used Internet of Things devices and services corresponding to the user according to the identity recognition result, match and have a conversation with the corresponding professional customer service based on the user's used Internet of Things devices and services, and when processing the service data of the matched customer service;

[0010] Supervise and obtain the Internet of Things product type that the user consults and its corresponding predicted anomaly, and obtain the total consultation duration corresponding to the user after ending the customer service conversation. When analyzing the solution result of the Internet of Things product that the user consults subsequently and analyzing the customer service consultation service status of the user to whom it belongs according to the solution result, perform data analysis on the verified anomaly in the solution result and the predicted anomaly obtained when the user consults through the anomaly matching analysis model, and output the corresponding anomaly matching value YP;

[0011] Among them, the anomaly matching value includes numerical values of 0, 1, or 2.

[0012] Preferably, increase the first normal service total number corresponding to the Internet of Things product type to which it belongs by one according to the anomaly matching value of 0, and increase the second normal service total number corresponding to the matched customer service to which it belongs by one;

[0013] Increase the first partial anomaly service total number corresponding to the Internet of Things product type to which it belongs by one according to the anomaly matching value of 1, and increase the second partial anomaly service total number corresponding to the matched customer service to which it belongs by one. At the same time, set the single consultation anomaly flag corresponding to the Internet of Things product type and the matched customer service to T / 2; T is the total consultation duration corresponding to the user after ending the customer service conversation;

[0014] Increase the first overall anomaly service total number corresponding to the Internet of Things product type to which it belongs by one according to the anomaly matching value of 2, and increase the second overall anomaly service total number corresponding to the matched customer service to which it belongs by one. At the same time, set the single consultation anomaly flag corresponding to the Internet of Things product type and the matched customer service to T;

[0015] Sort and combine the processed exception matching values with the total number of different services obtained through analysis to obtain the local service supervision and processing data between the user and the corresponding matching customer service.

[0016] Preferably, when processing and analyzing the service status data of different intelligent customer services in terms of customer service dimensions based on all the local service supervision and processing data obtained through supervision, successively obtain all the local service supervision and processing data corresponding to the supervision of all consulting users served by different intelligent customer services, and traverse and count all the local service supervision and processing data to obtain the second total normal service times, the second total local abnormal service times, and the second total overall abnormal service times corresponding to the intelligent customer service, and calculate the service status value KFi of different intelligent customer services through the formula where i is different numbered intelligent customer services, i = 1, 2, 3, ……, n; n is a positive integer; y1, y2 are different proportionality coefficients, both y1 and y2 belong to (0, 1), and y1 + y2 = 1; α is the first weight coefficient and is a real number greater than 1; NE1 i and NE2i are the second total local abnormal service times and the second total overall abnormal service times corresponding to different intelligent customer services respectively; NEBi is the standard value of the total abnormal service times corresponding to different intelligent customer services; EBi is the total value of the consultation abnormal flag corresponding to different intelligent customer services; EB0i is the standard value of the consultation abnormal flag corresponding to different intelligent customer services.

[0017] Preferably, perform data analysis on the service status values of customer services to determine the service statuses of different intelligent customer services;

[0018] Associate the intelligent customer service with a normal customer service status according to the service status value less than 1, and mark the intelligent customer service as the first customer service;

[0019] Associate the intelligent customer service with a slightly abnormal customer service status according to the service status value greater than or equal to 1 and less than 2, and mark the intelligent customer service as the second customer service;

[0020] Associate the intelligent customer service with a severely abnormal customer service status according to the service status value greater than 2, and mark the intelligent customer service as the third customer service.

[0021] Preferably, implement a targeted local optimization and regulation plan for the customer service of all the second customer services, and implement a targeted overall optimization and regulation plan for the customer service of all the third customer services.

[0022] Preferably, when processing and analyzing the service status data of different IoT product types based on all local service supervision processing data obtained according to supervision, sequentially obtain all local service supervision processing data corresponding to the supervision of different IoT product types, traverse and count all local service supervision processing data, obtain the first total number of normal services, the first total number of local abnormal services, and the first total number of overall abnormal services corresponding to the IoT product type to which it belongs, and calculate through the formula to obtain the product service status value CFj corresponding to different IoT product types; in the formula, j is different numbered IoT product types, j = 1, 2, 3, ……, m; m is a positive integer; c1, c2 are different proportionality coefficients, c1, c2 both belong to (0, 1), and c1 + c2 = 1; β is the second weight coefficient and is a real number greater than 1; NY1j, NY2j are the second total number of local abnormal services and the second total number of overall abnormal services corresponding to different IoT product types respectively; NYBj is the standard value of the total number of abnormal services corresponding to different IoT product types; YBj is the total value of the consultation abnormal flag corresponding to different IoT product types; YB0j is the standard value of the consultation abnormal flag corresponding to different IoT product types; NR1j, NR2j are the second total number of customer service and the third total number of customer service associated with different IoT product types respectively; NRZj is the total number of all customer service associated with different IoT product types; Aj is the standard value of the customer service abnormal rate associated with different IoT product types; max() is to obtain the maximum value among different real numbers.

[0023] Preferably, perform data analysis on the product service status value to determine the product service status corresponding to different IoT product types;

[0024] Associate the product service status of the IoT product type to which it belongs as normal according to the product service status value less than 1, and mark the IoT product type to which it belongs as the first product type;

[0025] Associate the product service status of the IoT product type to which it belongs as mildly abnormal according to the product service status value greater than or equal to 1 and less than 2, and mark the IoT product type to which it belongs as the second product type;

[0026] Associate the product service status of the IoT product type to which it belongs as severely abnormal according to the product service status value greater than 2, and mark the IoT product type to which it belongs as the third product type.

[0027] Preferably, implement a targeted local optimization and regulation plan for the service of the IoT product type for all second product types, and implement a targeted overall optimization and regulation plan for the service of the IoT product type for all third product types.

[0028] Preferably, the expression of the abnormal matching analysis model is

[0029]

[0030] Beneficial effects achieved by the present invention compared with existing solutions:

[0031] The present invention pre - processes requests from users who request customer service, matches corresponding professional customer service for the users according to the pre - processed data, conducts service supervision, and processes and analyzes the service data of the matched customer service. It can not only supervise and digitally represent the types of Internet of Things products during user consultation and the service status of the corresponding matched customer service, but also provide reliable local service supervision processing data support for subsequent mining analysis and regulation of service status in different dimensions.

[0032] The present invention processes and analyzes the data of customer service status based on all local service supervision processing data obtained from different intelligent customer service supervision, determines the customer service status corresponding to different intelligent customer services, and adaptively implements targeted optimization and regulation for different intelligent customer services according to the customer service status. It realizes the mining analysis and regulation management of local service data for intelligent customer service in the Internet of Things industry from the dimension of customer service. At the same time, it can also provide customer service supervision processing data support for subsequent supervision and regulation in the dimension of product type, improving the diversity and availability of the utilization of customer service dimension supervision processing data.

[0033] The present invention processes and analyzes the data of product service status based on all local service supervision processing data obtained from different Internet of Things product type supervision, determines the product service status corresponding to different Internet of Things product types, and adaptively implements targeted optimization and regulation for different Internet of Things product types according to the product service status. It realizes the mining analysis and regulation management of local service data for Internet of Things product types from the dimension of product type, improving the diversity and availability of the utilization of product type dimension supervision processing data. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] The following further describes the present invention with reference to the accompanying drawings.

[0035] Figure 1 It is a flow block diagram of the operation of the intelligent customer service supervision and regulation system for the Internet of Things industry based on artificial intelligence of the present invention. DETAILED DESCRIPTION OF THE INVENTION

[0036] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

[0037] As Figure 1 shown, the present invention is an intelligent customer service supervision and regulation system for the Internet of Things industry based on artificial intelligence, including a customer service local supervision processing and analysis module, a customer service supervision analysis and regulation module, and an Internet of Things product type supervision analysis and regulation module;

[0038] The customer service local supervision processing and analysis module is used to preprocess the requests of users who request customer service, match the corresponding professional customer service for the users according to the preprocessing data, and conduct service supervision, process and analyze the service data of the matched customer service to obtain local service supervision processing data; including:

[0039] Identify the identity of the user who makes the request. The Internet of Things devices and services used by the user can be automatically matched and obtained according to the user's account. The Internet of Things devices and services used by the user need to be pre-registered and bound with the account in advance. Obtain the corresponding Internet of Things used devices and services of the user according to the identity recognition result, match and communicate with the corresponding professional customer service according to the user's Internet of Things used devices and services, and process the service data of the matched customer service;

[0040] Among them, a corresponding standard range of Internet of Things devices and a standard range of Internet of Things services are preset for different intelligent customer services. The standard range of Internet of Things devices and the standard range of Internet of Things services preset for different intelligent customer services can be determined according to the corresponding historical service data and professional skill data of different intelligent customer services. By presetting the corresponding standard range of Internet of Things devices and the standard range of Internet of Things services for different intelligent customer services, reliable multi-dimensional standard data support can be provided for targeted matching and answering of different Internet of Things problems raised by different users in the future;

[0041] Supervise and obtain the type of Internet of Things products consulted by the user and its corresponding predicted anomalies. The type of Internet of Things products includes Internet of Things devices and Internet of Things services, which are confirmed by the user independently. The predicted anomalies are determined by the intelligent customer service according to the user's description. Also obtain the total consultation duration corresponding to the user after ending the customer service conversation. The unit of the total consultation duration is minutes, and the solution results corresponding to the Internet of Things products consulted by the user subsequently are statistically analyzed and uploaded by the actual operation and maintenance engineer after solving the type of Internet of Things products of the user;

[0042] In addition, the Internet of Things devices include but are not limited to sensors, actuators, vehicle networking, and smart home devices; the Internet of Things services include but are not limited to connection management services, device management platforms (DMPs), security services, and cloud service platforms;

[0043] When analyzing the customer service consultation service status of the affiliated user according to the solution result, the verified exception in the solution result and the predicted exception obtained when the user makes a consultation are analyzed through an exception matching analysis model for data analysis, and the corresponding exception matching value YP is output;

[0044] Among them, the expression of the exception matching analysis model is

[0045]

[0046] The exception matching value includes numerical values of 0, 1, or 2;

[0047] It should be noted that by analyzing the predicted exception obtained when the user makes a consultation, the Internet of Things product type during the user's consultation and the service status corresponding to the affiliated matching customer service are digitally represented;

[0048] According to the exception matching value of 0, increment the first normal service total number corresponding to the affiliated Internet of Things product type by one, and increment the second normal service total number corresponding to the affiliated matching customer service by one;

[0049] According to the exception matching value of 1, increment the first partial exception service total number corresponding to the affiliated Internet of Things product type by one, and increment the second partial exception service total number corresponding to the affiliated matching customer service by one. At the same time, set the single consultation exception flag corresponding to the affiliated Internet of Things product type and the affiliated matching customer service to T / 2; T is the total consultation duration corresponding to the user after ending the customer service conversation;

[0050] According to the exception matching value of 2, increment the first overall exception service total number corresponding to the affiliated Internet of Things product type by one, and increment the second overall exception service total number corresponding to the affiliated matching customer service by one. At the same time, set the single consultation exception flag corresponding to the affiliated Internet of Things product type and the affiliated matching customer service to T;

[0051] Sort and combine the processed exception matching value and the different service total numbers obtained from the analysis to obtain the local service supervision and processing data between the affiliated user and the corresponding matching customer service;

[0052] In the embodiments of the present invention, by preprocessing the requests of users who request customer service, and according to the preprocessing data, matching the corresponding professional customer service for the affiliated user and supervising the service, and processing and analyzing the service data of the matching customer service, it is possible to not only realize the supervision and digital representation of the Internet of Things product type during the user's consultation and the service status corresponding to the affiliated matching customer service, but also provide reliable local service supervision and processing data support for subsequent service status mining analysis and regulation in different dimensions.

[0053] The customer service supervision analysis and regulation module is used to process and analyze the data of the customer service status according to all the local service supervision processing data obtained from different intelligent customer service supervision, determine the customer service status corresponding to different intelligent customer services, and adaptively implement targeted optimization and regulation for different intelligent customer services; including:

[0054] When processing and analyzing the data of the customer service status in the customer service dimension for different intelligent customer services according to all the local service supervision processing data obtained from the supervision, sequentially obtain all the local service supervision processing data corresponding to the supervision of all consulting users served by different intelligent customer services, and traverse and count all the local service supervision processing data to obtain the second total number of normal service times, the second total number of local abnormal service times, and the second total number of overall abnormal service times corresponding to the intelligent customer service to which they belong, and through the formula Calculate the customer service status value KFi corresponding to different intelligent customer services; in the formula, i is different numbered intelligent customer services, i = 1, 2, 3,..., n; n is a positive integer, which is the total number of all intelligent customer services; y1 and y2 are different proportionality coefficients, both y1 and y2 belong to (0, 1), and y1 + y2 = 1, y1 can take the value of 0.316, and y2 can take the value of 0.684; α is the first weight coefficient, and it is a real number greater than 1, and it can take the value of 1.43; NE1 i and NE2i are the second total number of local abnormal service times and the second total number of overall abnormal service times corresponding to different intelligent customer services respectively; NEBi is the standard value of the total number of abnormal service times corresponding to different intelligent customer services; EBi is the total value of the consultation abnormal flag corresponding to different intelligent customer services, which is obtained by summing all the single consultation abnormal flags corresponding to different intelligent customer services; EB0i is the standard value of the consultation abnormal flag corresponding to different intelligent customer services, and the standard value of the total number of abnormal service times and the standard value of the consultation abnormal flag corresponding to different intelligent customer services can both be determined according to the actual application requirements of the actual application scenario, or can be determined according to the preliminary test data of the actual application scenario;

[0055] Among them, the customer service status value is used to integrate and calculate the local supervision processing data of different users served by the intelligent customer service corresponding to it, so as to digitally represent the corresponding customer service status;

[0056] Perform data analysis on the customer service status value to determine the customer service status corresponding to different intelligent customer services;

[0057] Associate the intelligent customer service to which it belongs with a normal customer service status according to the customer service status value less than 1, and mark the intelligent customer service to which it belongs as the first customer service;

[0058] Associate the intelligent customer service to which it belongs with a slightly abnormal customer service status according to the customer service status value greater than or equal to 1 and less than 2, and mark the intelligent customer service to which it belongs as the second customer service;

[0059] Based on the customer service status value greater than 2, associate the affiliated intelligent customer service with a severely abnormal customer service status, and mark the affiliated intelligent customer service as the third customer service;

[0060] Implement a targeted local optimization and regulation plan for all second customer services, and implement a targeted overall optimization and regulation plan for all third customer services;

[0061] Among them, the local optimization and regulation plan for customer service can specifically be to conduct on-the-job professional training and professional assessment tests for the second customer; the overall optimization and regulation plan for customer service can specifically be to conduct off-the-job professional training and professional assessment tests for the third customer;

[0062] In the embodiments of the present invention, data processing and analysis of the customer service status are performed based on all local service supervision and processing data obtained from the supervision of different intelligent customer services, the customer service status corresponding to different intelligent customer services is determined, and targeted optimization and regulation are adaptively implemented for different intelligent customer services according to the customer service status, realizing the mining analysis and regulation management of local service data for intelligent customer services in the Internet of Things industry from the customer service dimension. At the same time, it can also provide support for customer service supervision and processing data for subsequent supervision and regulation in the product type dimension, improving the diversity and availability of the utilization of customer service dimension supervision and processing data.

[0063] The Internet of Things product type supervision, analysis, and regulation module is used to perform data processing and analysis of the product service status based on all local service supervision and processing data obtained from the supervision of different Internet of Things product types, determine the product service status corresponding to different Internet of Things product types, and adaptively implement targeted optimization and regulation for different Internet of Things product types according to the product service status; including:

[0064] When performing data processing and analysis of the service status in the product type dimension for different Internet of Things product types based on all local service supervision and processing data obtained from supervision, sequentially obtain all local service supervision and processing data corresponding to the supervision of different Internet of Things product types, and traverse and count all local service supervision and processing data to obtain the total number of first normal service times, the total number of first local abnormal service times, and the total number of first overall abnormal service times corresponding to the affiliated Internet of Things product type, and through the formula Calculate and obtain the product service status value CFj corresponding to different Internet of Things product types; where j is different numbered Internet of Things product types, j = 1, 2, 3, ……, m; m is a positive integer, which is the total number of all Internet of Things product types; c1, c2 are different proportionality coefficients, c1, c2 both belong to (0, 1), and c1 + c2 = 1, c1 can take the value of 0.451, c2 can take the value of 0.549; β is the second weight coefficient, and it is a real number greater than 1, which can take the value of 1.86; NY1j, NY2j are the total number of second local abnormal services and the total number of second overall abnormal services corresponding to different Internet of Things product types respectively; NYBj is the standard value of the total number of abnormal services corresponding to different Internet of Things product types; YBj is the total value of the consultation abnormal flag corresponding to different Internet of Things product types; YB0j is the standard value of the consultation abnormal flag corresponding to different Internet of Things product types; NR1j, NR2j are the total number of second customer services and the total number of third customer services associated with different Internet of Things product types respectively; NRZj is the total number of all customer services associated with different Internet of Things product types; Aj is the standard value of the customer service abnormal rate associated with different Internet of Things product types. The standard value of the total number of abnormal services, the standard value of the consultation abnormal flag, and the standard value of the customer service abnormal rate can all be determined according to the actual application requirements of the actual application scenario, or can be determined according to the preliminary test data of the actual application scenario; max() is to obtain the maximum value among different real numbers;

[0065] Among them, the product service status value is used to integrate and calculate all local service supervision and processing data corresponding to the supervision of Internet of Things product types, so as to digitally represent the corresponding product service status;

[0066] It should be noted that based on the calculation method of the customer service status value, the product service status value also performs a joint calculation on the calculation and analysis data of the customer service status value, realizing a diversified data integration calculation of the product service status, which can effectively improve the reliability and diversity of the analysis of the product service status corresponding to Internet of Things product types.

[0067] Perform data analysis on the product service status value to determine the product service status corresponding to different Internet of Things product types;

[0068] According to the product service status value less than 1, the product service status associated with the Internet of Things product type is normal, and the Internet of Things product type to which it belongs is marked as the first product type;

[0069] According to the product service status value greater than or equal to 1 and less than 2, the product service status associated with the Internet of Things product type is slightly abnormal, and the Internet of Things product type to which it belongs is marked as the second product type;

[0070] Associate the product service status of the affiliated Internet of Things product type with severe anomalies according to the product service status value greater than 2, and mark the affiliated Internet of Things product type as the third product type;

[0071] Implement a targeted local optimization and regulation plan for the service of the Internet of Things product type for all second product types, and implement a targeted overall optimization and regulation plan for the service of the Internet of Things product type for all third product types;

[0072] Among them, the local optimization and regulation plan for the service of the Internet of Things product type can specifically be to modify and supplement the local rules on the basis of the existing service plan for the Internet of Things product type;

[0073] The overall optimization and regulation plan for the service of the Internet of Things product type can specifically be to modify and supplement the overall rules on the basis of the existing service plan for the Internet of Things product type.

[0074] In the embodiments of the present invention, data processing and analysis of the product service status are performed on all local service supervision and processing data obtained according to the supervision of different Internet of Things product types, the product service status corresponding to different Internet of Things product types is determined, and targeted optimization and regulation are adaptively implemented for different Internet of Things product types according to the product service status, realizing the mining analysis and regulation management of local service data for Internet of Things product types from the product type dimension, and improving the diversity and availability of the utilization of supervision and processing data in the product type dimension.

[0075] In addition, the formulas involved above are all calculated by removing the dimension and taking their numerical values, and are a formula obtained by collecting a large amount of data and simulating through software to be closest to the real situation.

[0076] In several embodiments provided by the present invention, it should be understood that the disclosed system can be implemented in other ways. For example, the above-described embodiments of the invention are merely illustrative. For example, the division of modules is only a logical function division, and there may be other division methods in actual implementation.

[0077] The modules described as separate components may or may not be physically separated, and the components shown as modules may or may not be physical modules. They can be located in one place or distributed to multiple network modules. Some or all of the modules can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0078] In addition, the functional modules in each embodiment of the present invention can be integrated into one processing module, or each module can exist physically alone, or two or more modules can be integrated into one module. The above integrated modules can be implemented in the form of hardware or in the form of a combination of hardware and software functional modules.

[0079] It is obvious to those skilled in the art that the present invention is not limited to the details of the above-mentioned exemplary embodiments, and the present invention can be implemented in other specific forms without departing from the basic characteristics of the present invention.

[0080] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention and not to limit them. Although the present invention has been described in detail with reference to the preferred embodiments, those of ordinary skill in the art should understand that the technical solutions of the present invention can be modified or equivalently replaced without departing from the spirit and scope of the technical solutions of the present invention.

Claims

1. The intelligent customer service supervision and control system for the Internet of Things industry based on artificial intelligence is characterized by: It includes a customer service local supervision processing and analysis module, which is used to pre-process the requests of users who request customer service, match the corresponding professional customer service and supervise the service of the users according to the pre-processed data, process and analyze the service data of the matched customer service, and obtain the local service supervision processing data; The customer service supervision analysis and control module is used to process and analyze the customer service status data based on all local service supervision processing data obtained by different intelligent customer service supervision, determine the customer service status corresponding to different intelligent customer services, and adaptively implement targeted optimization and control for different intelligent customer services according to the customer service status; The IoT product type supervision, analysis and control module is used to process and analyze the product service status data based on all local service supervision processing data obtained from the supervision of different IoT product types, determine the product service status corresponding to different IoT product types, and adaptively implement targeted optimization and control for different IoT product types based on the product service status.

2. According to claim 1, the intelligent customer service supervision and control system for the Internet of Things industry based on artificial intelligence is characterized in that: Identify the user who requested the customer, obtain the IoT devices and services used by the user based on the identification result, match and communicate with the corresponding professional customer service according to the user's IoT devices and services, and process the service data of the matched customer service; The supervision obtains the type of IoT product consulted by the user and its corresponding predicted anomaly, as well as the total consultation time corresponding to the user after the customer service conversation ends, and the corresponding solution results of the user's subsequent consultation IoT product. When analyzing the customer service consultation service status of the user according to the solution results, the verified anomaly in the solution result and the predicted anomaly obtained when the user consults are analyzed through the anomaly matching analysis model, and the corresponding anomaly matching value YP is output; The abnormal matching value includes a value of 0, 1, or 2.

3. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 2 is characterized in that: According to the abnormal matching value of 0, the total number of first normal services corresponding to the IoT product type is increased by one, and the total number of second normal services corresponding to the matching customer service is increased by one; According to the abnormal matching value of 1, the total number of first local abnormal services corresponding to the IoT product type is increased by one, and the total number of second local abnormal services corresponding to the matching customer service is increased by one, and at the same time, the single consultation abnormal flag corresponding to the IoT product type and the matching customer service is set to T / 2; T is the total consultation time corresponding to the end of the customer service conversation by the user; According to the abnormal matching value of 2, the total number of first overall abnormal services corresponding to the IoT product type is increased by one, and the total number of second overall abnormal services corresponding to the matching customer service is increased by one, and at the same time, the single consultation abnormal flag corresponding to the IoT product type and the matching customer service is set to T; The abnormal matching values ​​obtained through processing are sorted and combined with the total number of different services obtained through analysis to obtain the local service supervision processing data between the user and the corresponding matching customer service.

4. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 3 is characterized in that: When processing and analyzing the service status of different intelligent customer services in the customer service dimension according to all the local service supervision processing data obtained by supervision, all the local service supervision processing data corresponding to all consulting users of different intelligent customer services are obtained in turn, and all the local service supervision processing data are traversed and counted to obtain the total number of the second normal service, the total number of the second local abnormal service, and the total number of the second overall abnormal service corresponding to the intelligent customer service, and the formula is used to calculate the total number of the second normal service, the total number of the second local abnormal service, and the total number of the second overall abnormal service. Calculate and obtain the customer service status value KFi corresponding to different intelligent customer services; where i is an intelligent customer service with different numbers, i=1, 2, 3, ..., n; n is a positive integer; y1 and y2 are different proportional coefficients, y1 and y2 both belong to (0, 1), and y1+y2=1; α is the first weight coefficient, and is a real number greater than 1; NE1i and NE2i are the total number of second local abnormal services and the total number of second overall abnormal services corresponding to different intelligent customer services, respectively; NEBi is the standard value of the total number of abnormal services corresponding to different intelligent customer services; EBi is the total value of consultation abnormality marks corresponding to different intelligent customer services; EB0i is the standard value of the consultation exception mark corresponding to different intelligent customer services.

5. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 4 is characterized in that: Perform data analysis on customer service status values ​​to determine the customer service status corresponding to different intelligent customer services; According to the customer service status value whose value is less than 1, the customer service status of the associated intelligent customer service is normal, and the associated intelligent customer service is marked as the first customer service; According to the customer service status value whose value is greater than or equal to 1 and less than 2, the customer service status of the associated intelligent customer service is slightly abnormal, and the associated intelligent customer service is marked as the second customer service; According to the customer service status value greater than 2, the intelligent customer service is associated with a severely abnormal customer service status, and the intelligent customer service is marked as the third customer service.

6. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 5 is characterized in that: Implement targeted local optimization and control plans for customer service for all second-level customer service personnel, and implement targeted overall optimization and control plans for customer service for all third-level customer service personnel.

7. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 5 is characterized in that: When processing and analyzing the service status of different IoT product types in the product type dimension according to all the local service supervision processing data obtained by supervision, all the local service supervision processing data corresponding to the supervision of different IoT product types are obtained in turn, and all the local service supervision processing data are traversed and counted to obtain the total number of the first normal service, the total number of the first local abnormal service and the total number of the first overall abnormal service corresponding to the IoT product type, and the formula is used to calculate the total number of the first normal service, the total number of the first local abnormal service and the total number of the first overall abnormal service. Calculate and obtain the product service status value CFj corresponding to different IoT product types; where j is the IoT product type with different numbers, j = 1, 2, 3, ..., m; m is a positive integer; c1 and c2 are different proportional coefficients, both c1 and c2 belong to (0, 1), and c1+c2=1; β is the second weight coefficient, and is a real number greater than 1; NY1j and NY2j are the total number of the second local abnormal services and the total number of the second overall abnormal services corresponding to different IoT product types respectively; NYBj is the standard value of the total number of abnormal services corresponding to different IoT product types; YBj is the total value of the consultation abnormality flag corresponding to different IoT product types; YB0j is the standard value of the consultation abnormality flag corresponding to different IoT product types; NR1j and NR2j are the total number of the second customer service and the total number of the third customer service associated with different IoT product types respectively; NRZj is the total number of all customer service associated with different IoT product types; Aj is the standard value of the customer service abnormality rate associated with different IoT product types; max() is to obtain the maximum value among different real numbers.

8. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 7 is characterized in that: Conduct data analysis on product service status values ​​to determine the product service status corresponding to different IoT product types; According to the product service status value which is less than 1, the product service status of the associated IoT product type is normal, and the IoT product type is marked as the first product type; According to the product service status value whose value is greater than or equal to 1 and less than 2, the product service status of the IoT product type is associated with a slight abnormality, and the IoT product type is marked as the second product type; According to the product service status value greater than 2, the product service status of the IoT product type is associated with a severe abnormality, and the IoT product type is marked as the third product type.

9. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 8 is characterized in that: Implement targeted local optimization and regulation plans for IoT product type services for all second product types, and implement targeted overall optimization and regulation plans for IoT product type services for all third product types.

10. The artificial intelligence-based intelligent customer service supervision and control system for the Internet of Things industry according to claim 2 is characterized in that: The expression of the abnormal matching analysis model is:

Images