Direct question customer service method based on artificial intelligence and computer system thereof

Abstract

The invention provides a direct question customer service method based on artificial intelligence and a computer system thereof. The method comprises the following steps: establishing a communication link between client devices operated by a client; transmitting a service guidance message to the client device to guide the client to speak a client request message, the client request message including a service event that the client needs to assist; receiving a client request message transmitted from a client device, and identifying a service event included in the client request message; in response to the service event, if it is determined that the customer needs to provide customer data, transmitting a customer data request message to the customer device to guide the customer to speak a customer data message, the customer data message including the customer data; receiving a client data message transmitted from a client device, and identifying client data contained in the client data message; and processing the service event according to the client data, and transmitting a service event completion message to the client device.

Description

Technical Field

[0001] The present invention relates to a customer service method for direct questions based on artificial intelligence and its computer system, in particular to a customer service method and its computer system that can guide customers to state the service content they need and then directly provide the services required by the customers. Background Art

[0002] Under the background of the prior art, traditional telephone customer service systems generally rely on a default Interactive Voice Response (IVR) system to guide users to select the services they need through a series of options. When users call the customer service hotline, they will first hear a voice broadcast prompting them to press the corresponding number keys according to the type of service they need. This process usually involves multiple levels of menus, and users need to select layer by layer to narrow down to the specific service category.

[0003] This method has several significant disadvantages. First, it requires customers to spend a lot of time listening to the entire list of options. Especially when the IVR system design includes multiple levels of menus, this not only increases the time for customers to reach the required service options, but also increases the anxiety and dissatisfaction of customers. In addition, for customers who are not familiar with the operation of such systems, especially the elderly or users with unskilled technology, such systems may seem particularly unfriendly, making it difficult for them to quickly locate the service items they need.

[0004] Secondly, the upfront construction and maintenance costs of traditional IVR systems are high. Whenever service options need to be updated or modified, professional technical personnel are required to perform system settings and tests, which not only increases the operating costs, but also affects the flexibility and timeliness of services. Finally, the efficiency of such systems is low during peak periods. When a large number of customers call the customer service at the same time, the IVR system cannot effectively divert and quickly process customer needs, resulting in long waiting times and further reducing customer satisfaction.

[0005] In summary, traditional telephone customer service systems have significant disadvantages in terms of user experience, cost-effectiveness, and service efficiency, and there is an urgent need to solve these problems through technological innovation to improve customer satisfaction and service quality. Summary of the Invention

[0006] The main object of the present invention is to provide a customer service method for direct questions based on artificial intelligence and its computer system, in particular to a customer service method and its computer system that can guide customers to state the service content they need and then directly provide the services required by the customers.

[0007] Another object of the present invention is to provide a customer service method for direct questions based on artificial intelligence and its computer system, which can judge the priority levels of service events or customer data and then provide different service levels.

[0008] To achieve the above object, the present invention provides a direct question customer service method based on artificial intelligence, the method comprising:

[0009] (A) establishing a communication link between a customer device operated by a customer;

[0010] (B) transmitting a service guidance message to the customer device to guide the customer to speak out a customer request message, the customer request message including a service event that the customer needs assistance with;

[0011] (C) receiving the customer request message transmitted from the customer device and identifying the service event included in the customer request message;

[0012] (D) in response to the service event, when it is determined that customer data needs to be provided by the customer, transmitting a customer data request message to the customer device to guide the customer to speak out a customer data message, where the customer data message includes customer data;

[0013] (E) receiving the customer data message transmitted from the customer device and identifying the customer data included in the customer data message; and

[0014] (F) processing the service event according to the customer data and transmitting a service event completion message to the customer device.

[0015] The present invention provides a computer system, comprising:

[0016] One or more processors;

[0017] A memory, coupled to the one or more processors, and storing one or more programs, which when executed by the one or more processors, cause the one or more processors to implement the direct question customer service method based on artificial intelligence, comprising:

[0018] (A) establishing a communication link between a customer device operated by a customer;

[0019] (B) transmitting a service guidance message to the customer device to guide the customer to speak out a customer request message, the customer request message including a service event that the customer needs assistance with;

[0020] (C) receiving the customer request message transmitted from the customer device and identifying the service event included in the customer request message;

[0021] (D) in response to the service event, when it is determined that customer data needs to be provided by the customer, transmitting a customer data request message to the customer device to guide the customer to speak out a customer data message, where the customer data message includes customer data;

[0022] (E) Receive customer data messages transmitted from a customer device and identify the customer data included in the customer data messages; and

[0023] (F) Process a service event based on the customer data and transmit a service event completion message to the customer device.

[0024] The features, advantages, or similar expressions mentioned in this specification do not imply that all features and advantages achievable by the present invention should be included in any single specific embodiment of the present invention. Instead, it should be understood that the expressions regarding features and advantages refer to the specific features, advantages, or characteristics described in connection with a specific embodiment being included in at least one specific embodiment of the present invention. Therefore, the discussions of features and advantages, and similar expressions in this specification are related to the same specific embodiment, but are not necessary.

[0025] These features and advantages of the present invention can be more clearly understood by referring to the following description and the appended claims or by using the embodiments of the present invention described below. Description of the Drawings

[0026] By reading the detailed description of the non - restrictive embodiments with reference to the following drawings, the present invention and its features, shapes, and advantages will become more obvious. The same reference numerals indicate the same parts throughout all the drawings. The drawings are not necessarily drawn to scale, with the emphasis on showing the gist of the present invention.

[0027] Figure 1 It is a flowchart of a method for a direct - statement question customer service method based on artificial intelligence in a preferred embodiment of the present invention;

[0028] Figure 2 It is a schematic diagram of an exemplary computer system / server suitable for implementing the embodiments of the present invention;

[0029] Among them, 12 is a computer system / server, 14 is an external device, 16 is a processor, 18 is a bus, 20 is a network adapter, 22 is an I / O interface, 28 is a memory, 30 is a random - access memory, 32 is a cache memory, 34 is a storage system, 40 is a program / utility, and 42 is a program module. Detailed Embodiments

[0030] In order to make the description of the present disclosure more detailed and complete, the following provides an illustrative description of the implementation aspects and specific embodiments of this case; however, this is not the only form for implementing or applying the specific embodiments of the present invention. The embodiments cover the features of multiple specific embodiments and the method steps and their sequences for constructing and operating these specific embodiments. However, other specific embodiments can also be used to achieve the same or equivalent functions and step sequences.

[0031] It should be noted that, unless otherwise specified, all functions described herein can be implemented in hardware or as software instructions that enable a computer to perform predetermined operations, where the software instructions are implemented in a computer-readable storage medium, such as RAM, hard disk drive, flash memory, or other types of computer-readable storage media known to those skilled in the art. In some embodiments, the predetermined operations of the computer are performed by a processor, such as a computer, or a program code such as computer program code, software, firmware, and in some embodiments, by an integrated circuit encoded to perform these functions. In addition, it should be understood that various operations performed by a user described herein can be performed manually by the user or can be automatically performed with or without instructions provided by the user.

[0032] To make the objectives, technical solutions, and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. Apparently, the described embodiments are some, but not all, of the embodiments of the present invention. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present invention without creative efforts shall fall within the protection scope of the present invention.

[0033] It should be noted that the terminals involved in the embodiments of the present invention may include, but are not limited to, mobile phones, personal digital assistants (PDAs), wireless handheld devices, wireless Internet devices, personal computers, portable computers, tablet computers, MP3 players, MP4 players, wearable devices (such as smart glasses, smart watches, smart bracelets, etc.), mobile phones, smart phones, landline smart phones, etc.

[0034] Figure 1 It is a flowchart of a method for a direct question customer service method based on artificial intelligence in a preferred embodiment of the present invention. As Figure 1 shown, it includes:

[0035] Step 101, establish a communication link between a customer device operated by a customer.

[0036] Step 102, transmit a service guidance message to the customer device to guide the customer to speak out a customer request message, and the customer request message contains a service event that the customer needs assistance with.

[0037] Step 103, receive the customer request message transmitted from the customer device and identify the service event included in the customer request message.

[0038] Step 104, in response to a service event, if it is determined that customer data needs to be provided by a customer, a customer data request message is transmitted to a customer device to prompt the customer to speak a customer data message, where the customer data message includes customer data.

[0039] Step 105, receive the customer data message transmitted from the customer device and identify the customer data included in the customer data message.

[0040] Step 106, process the service event based on the customer data and transmit a service event completion message to the customer device.

[0041] It should be noted that the execution entity of Steps 101 to 106 can be an application located at a local terminal, or can also be a functional unit such as a plugin or a software development kit (SDK) set in the application located at the local terminal, or can also be a processing engine located in a network-side server. This embodiment does not make a special limitation on this.

[0042] It can be understood that the application can be a native application installed on the terminal, or can also be a web application of a browser on the terminal. This embodiment does not make a limitation on this.

[0043] Before Step 101, it should be understood that in order to initially train an AI model capable of performing customer service question and answer, some data can be provided to the AI model as training data for learning and training at the beginning. The training data includes, for example:

[0044] I. Past customer service conversation records: This includes the actual questions and answers in past customer service exchanges, which can be obtained from the company's customer service database. Its advantage is that it can provide real-world question and answer examples, helping the model understand the customer needs in a specific field.

[0045] II. Frequently Asked Questions (FAQs): These are standardized answers to common questions, usually found on the company's website. Its advantage is that it provides structured and accurate information, which is very helpful for the AI model to understand common questions.

[0046] III. Customer service guides and internal training materials: This includes the company's policies, processes, product information, etc. Its advantage is to help the AI model understand the company's operation mode and product / service details.

[0047] IV. Social media and forum posts: Such as questions and comments from customers on social media and online forums. Its advantage is to provide a wider and more informal conversation sample, helping to understand the user's tone and word usage habits.

[0048] It should be understood that the training data in the present invention is not limited thereto.

[0049] After collecting the above-mentioned training data, the AI model in the customer service Q&A system of the present invention can be subjected to the initial training process of common AI models, such as including:

[0050] I. Data preprocessing: Clean the collected data, including removing irrelevant information, correcting errors, standardizing formats, etc. Perform natural language processing steps such as word segmentation and part-of-speech tagging on the text.

[0051] II. Feature extraction: Extract useful features from the text, such as keywords, sentence structures, sentiment tendencies, etc.

[0052] III. Select an appropriate machine learning model: Select a suitable model according to requirements, such as decision trees, support vector machines (SVMs), deep learning models, etc.

[0053] IV. Train the model: Use the preprocessed data to train the model, and multiple rounds of iterative training may be required.

[0054] V. Evaluate and fine-tune: Use the test set to evaluate the effect of the model, and make adjustments and optimizations according to the results.

[0055] VI. Actual application test: Test the performance of the AI model in a real environment and further fine-tune it.

[0056] The above is the initial training process of common AI models, and this article will not elaborate further.

[0057] In step 101 of the present invention, a communication link is established between a customer device operated by a customer. In step 101, a communication link is established between the customer service system of the present invention and a customer device operated by the customer, where the customer device can be, for example, a wireless Internet device, a personal computer, a portable computer, a tablet computer, a smart phone, a landline smart phone, etc. operated by the customer.

[0058] In step 102, a service guidance message is transmitted to the customer device to guide the customer to speak a customer request message, which includes a service event that the customer needs assistance with. In this step, the customer service system of the present invention can transmit a service guidance message, which can be a voice message or a text message. The content can be, for example, "Dear customer, hello. What can I do for you?" or "Welcome to the online customer service center. What can I assist you with?", but the present invention is not limited to this. It should be understood that the purpose of the service guidance message is to guide the customer to speak a customer request message, which should include a service event that the customer needs assistance with. Similarly, the customer request message can be a voice message or a text message, and the content of the customer request message can be, for example, "Hello, I want to report my credit card lost" or "Hello, I want to check my bank balance". From the above content, it can be understood that the service events that the customer needs assistance with are "reporting the credit card lost" and "checking the bank balance" respectively, but the present invention is not limited to this.

[0059] In step 103, the customer request message transmitted from the customer device is received, and the service event included in the customer request message is identified. For example, in an embodiment of the present invention, a natural language processing model can be applied to identify the content in the customer request message to understand the service event needed by the customer.

[0060] In addition, in step 103, it can further be determined whether the service event belongs to the service items that can be provided. For example, if the customer service system of the present invention is dedicated to providing customer service for XX Bank, but the identified service event is that the customer asks about the customer service of ZZ Bank, or the identified service event is not the business content of the bank, a service guidance message can be transmitted to the customer device again to guide the customer to speak a customer request message again. Or, if a service event belonging to the service items that can be provided cannot be identified within a specific time interval, the communication link with the customer device is disconnected (for example, the call is hung up).

[0061] In another embodiment of the present invention, step 103 can further include determining the priority level of the service event and providing different service levels according to the priority level of the service event. For example, the service event can be classified into different priority levels according to the judgment criteria such as the degree of urgency, the scope of influence, and the specific situation of the customer, but the present invention is not limited to the above judgment criteria. An example is as follows:

[0062] High priority (urgent handling)

[0063] Judgment criteria: Such requirements involve customer fund security, account security, or legal compliance issues and need to be processed in real time to avoid financial losses or legal risks.

[0064] Service event example:

[0065] 1. Report the loss or theft of a credit card: If a customer discovers that their credit card is lost or stolen, they need to immediately contact the bank to lock the card to prevent unauthorized use by criminals.

[0066] 2. Report of suspected fraud activities: If a customer discovers unauthorized transactions in their account or receives a call suspected of fraud, they need to immediately notify the bank for investigation and handling.

[0067] Medium priority (important but not urgent)

[0068] Judgment criteria: These requirements are related to the customer's use of financial products or daily account management, and may need to be resolved within a short period of time, but will not immediately cause financial losses to the customer.

[0069] Service requirement examples:

[0070] 1. Apply for a loan or credit card product: If a customer wishes to apply for a new loan or credit card product, they need to consult the relevant conditions and submit an application.

[0071] 2. Update personal information: Such as changing the mobile phone number or address, the customer needs to update their personal contact information with the bank.

[0072] Low priority (general inquiries)

[0073] Judgment criteria: Such requirements are usually general inquiries or requests, which have no direct impact on the customer's real-time financial situation and do not involve security risks.

[0074] Service requirement examples:

[0075] 1. Inquire about account balance or transaction records: A customer wants to know their account balance or view recent transaction records.

[0076] 2. Understand product information: A customer is interested in a specific product of the bank and wants to know more detailed information, such as deposit interest rates, loan conditions, etc.

[0077] Step 104, in response to a service event, if it is determined that customer data needs to be provided by the customer, a customer data request message is transmitted to the customer device to prompt the customer to speak a customer data message, where the customer data message includes customer data. For example, if the identified service event is that the customer wants to query the bank balance, then of course the relevant customer data of the customer needs to be obtained for querying and providing. Therefore, it can be determined that the customer needs to provide customer data. At this time, the customer service system of the present invention transmits a customer data request message to the customer device to prompt the customer to speak a customer data message, where the customer data message includes customer data. For example, the content of the customer data request message can be "Hello, to query your bank balance, please provide your name, birthday, and phone number to confirm your identity", but the present invention is not limited thereto.

[0078] Step 105, receive the customer data message transmitted from the customer device, and identify the customer data included in the customer data message. In an embodiment of the present invention, a natural language processing model can be applied to identify the content in the customer data message to understand the customer data included therein, such as customer name, birthday, address, date of birth, phone number, etc., but not limited thereto.

[0079] In addition, in step 105, it can further be determined whether the customer data exists in a customer database. In other words, it is determined whether this customer is a customer of the company to which the customer service system belongs. If the customer data provided by the customer does not exist in the customer database, a customer data request message can be transmitted to the customer device again to prompt the customer to re-speak a customer data. Or, if the customer data existing in the customer database cannot be identified within a specific time interval, the communication link with the customer device is disconnected (for example, the call is hung up).

[0080] In another embodiment of the present invention, step 105 can further include determining the priority level of the customer data, and providing different service levels according to the priority level of the customer data. For example, the customers can be divided into different priority levels according to the customer's asset size, trading activities, product usage as judgment criteria, but the present invention is not limited to the above judgment criteria. The following is an example:

[0081] High level (VIP customers)

[0082] Judgment criteria: Customers at this level usually have high deposits and investments, frequently conduct large transactions, or use a variety of bank products and services. The bank may set a certain asset threshold, such as the total account amount needs to exceed a certain amount.

[0083] Service level: VIP customers usually enjoy privileges such as exclusive account manager services, preferential transaction rates, and priority processing of service requests.

[0084] Medium level (ordinary customers)

[0085] Judgment criteria: Ordinary customers are the main customer group of the bank. They may have stable deposits and investments, conduct medium-scale transactions occasionally, and use the bank's basic products and services.

[0086] Service level: This type of customer enjoys standard bank services, including online banking, telephone customer service, etc., and may have different rates according to different products and services.

[0087] Low level (potential customers)

[0088] Judgment criteria: Potential customers may be newly opened customers, or customers with less account activity and smaller deposit and investment scales. These customers are regarded as potential growth targets, and the bank will motivate their activity and asset growth by providing consultations and promotional activities.

[0089] Service level: Although this type of customer may not be able to enjoy the exclusive services of VIP customers, the bank will still provide basic support and promotional offers to promote the deepening of customer relationships and asset growth. Through such customer classification, the bank can effectively allocate resources, provide differentiated services to customers at different levels, thereby improving customer satisfaction and promoting the sustainable development of the business.

[0090] Step 106, process the service event according to the customer data and transmit a service event completion message to the customer device. For example, when the service event is processed, the customer system will transmit a service event completion message to the customer device. The service event completion message can be a voice message or a text message, and the content can be, for example, "The service you requested has been completed. Do you need any other services?" However, the present invention is not limited thereto. It should be understood that the purpose of the service event completion message is to notify the customer that the processing of the service event has been completed.

[0091] As can be seen from the above description, a method for a customer service for direct questions based on artificial intelligence and its computer system proposed in the present invention can guide the customer to directly state the required service content and then directly provide the service required by the customer. In addition, the service event or the priority level of the customer data can be judged in the customer service system of the present invention, and then different service levels can be provided.

[0092] Figure 2 A schematic diagram of an exemplary computer system / server suitable for implementing the embodiments of the present invention. Figure 2 The computer system / server 12 shown is only an example and should not impose any limitation on the functions and scope of use of the embodiments of the present invention.

[0093] Such asFigure 2 As shown, the computer system / server 12 appears in the form of a general-purpose computing device. The components of the computer system / server 12 may include, but are not limited to: one or more processors (processing units) 16, a memory 28, and a bus 18 that connects different system components (including the memory 28 and the processor 16).

[0094] The bus 18 represents one or more of several types of bus architectures, including a memory bus or a memory controller, a peripheral bus, a graphics acceleration communication port, a processor, or a local bus using any of the various bus architectures. By way of example, these architectures include, but are not limited to, Industry Standard Architecture (ISA) bus, Micro Channel Architecture (MAC) bus, Enhanced ISA bus, Video Electronics Standards Association (VESA) local bus, and Peripheral Component Interconnect (PCI) bus.

[0095] The computer system / server 12 typically includes a variety of computer-readable media. These media can be any available media that can be accessed by the computer system / server 12, including volatile and non-volatile storage media, removable and non-removable storage media.

[0096] The memory 28 may include computer-readable media in the form of volatile memory, such as random access memory (RAM) 30 and / or a cache memory 32. The computer system / server 12 may further include other removable / non-removable, volatile / non-volatile computer storage media. By way of example only, a storage system 34 can be used for reading and writing on non-removable, non-volatile magnetic media ( Figure 2 not shown, commonly referred to as a "hard disk drive"). Although Figure 2 not shown in the figure, a disk drive for reading and writing on removable non-volatile disks (such as a "floppy disk"), and an optical disk drive for reading and writing on removable non-volatile optical disks (such as a CD-ROM, a DVD-ROM, or other optical media) can be provided. In these cases, each drive can be connected to the bus 18 through one or more data interfaces. The memory 28 may include at least one program product having a set (such as at least one) of program modules that are configured to perform the functions of the various embodiments of the present invention.

[0097] A program / utilities 40 having a set (at least one) of program modules 42 can be stored, for example, in the memory 28. Such program modules 42 include, but are not limited to: an operating system, one or more application programs, other program modules, and program data. Each or some combination of these examples may include the implementation of a network environment. The program modules 42 generally perform the functions and / or methods in the embodiments described in the present invention.

[0098] The computer system / server 12 can also communicate with one or more external devices 14 (such as keyboards, pointing devices, displays, etc.), and can also communicate with one or more devices that enable users to interact with the computer system / server 12, and / or communicate with any device that enables the computer system / server 12 to communicate with one or more other computing devices (such as network cards, modems, etc.). This communication can be carried out through the input / output (I / O) interface 22. Moreover, the computer system / server 12 can also communicate with one or more networks (such as local area networks (LANs), wide area networks (WANs), and / or public networks, such as the Internet) through the network adapter 20. As Figure 2 shown, the network adapter 20 communicates with other modules of the computer system / server 12 through the bus 18. It should be understood that although not shown in the figure, other hardware and / or software modules can be used in conjunction with the computer system / server 12, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, etc.

[0099] The processor 16 performs various functional applications and data processing by running the programs stored in the memory 28, such as implementing Figure 1 the method in the illustrated embodiment.

[0100] The present invention also discloses a computer-readable storage medium, on which a computer program is stored, and when the program is executed by a processor, it will implement the method in the illustrated embodiment as Figure 1 shown.

[0101] Any combination of one or more computer-readable media can be adopted. The computer-readable medium can be a computer-readable signal medium or a computer-readable storage medium. The computer-readable storage medium can be, for example, but not limited to: an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or any combination of the above. More specific examples (non-exhaustive list) of the computer-readable storage medium include: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical memory device, a magnetic memory device, or any suitable combination of the above. In this document, the computer-readable storage medium can be any tangible medium that contains or stores a program, and this program can be used by or in combination with an instruction execution system, device, or device.

[0102] A computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries computer-readable program code. Such a propagated data signal may take various forms, including but not limited to: electromagnetic signals, optical signals, or any suitable combination of the above. The computer-readable signal medium may also be any computer-readable medium other than a computer-readable storage medium, which can send, propagate, or transmit a program for use by or in conjunction with an instruction execution system, apparatus, or device.

[0103] The program code contained on a computer-readable medium can be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical fiber, RF, etc., or any suitable combination of the above.

[0104] The computer program code for performing the operations of the present invention can be written in one or more programming languages or combinations thereof. The programming languages include object-oriented programming languages such as Java, Smalltalk, C++, and also include conventional procedural programming languages such as the "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, executed as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer can be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or, it can be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0105] In several embodiments provided by the present invention, it should be understood that the disclosed devices and methods, etc., can be implemented in other ways. For example, the device embodiments described above are merely illustrative. For example, the division of the units is only a logical function division, and there may be other division methods in actual implementation.

[0106] The units described as separate components may or may not be physically separated. The components shown as units may or may not be physical units, that is, they may be located in one place, or they may be distributed to multiple network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0107] In addition, in each embodiment of the present invention, the functional units can be integrated into one processing unit, or each unit can exist independently as an entity, or two or more units can be integrated into one unit. The above-mentioned integrated units can be implemented in the form of hardware, or in the form of a combination of hardware and software functional units.

[0108] The integrated unit implemented in the form of a software functional unit can be stored in a computer-readable storage medium. The above-mentioned software functional unit stored in a storage medium includes several instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) or a processor to execute some steps of the methods described in various embodiments of the present invention. The aforementioned storage medium includes: various media such as a USB flash drive, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disc, which can store program codes.

[0109] The above are only the preferred embodiments of the present invention and are not intended to limit the present invention. Any modifications, equivalent replacements, improvements, etc. made within the spirit and principle of the present invention shall be included within the scope of protection of the present invention.

Claims

1. An artificial intelligence-based direct question customer service method, characterized in that, The method includes: (A) Establishing a communication link between a customer device operated by a customer; (B) Transmitting a service guidance message to the customer device to guide the customer to speak a customer request message, which includes a service event that the customer needs assistance with; (C) Receiving the customer request message transmitted from the customer device and identifying the service event included in the customer request message; (D) In response to the service event, if it is determined that the customer needs to provide customer data, transmitting a customer data request message to the customer device to guide the customer to speak a customer data message, where the customer data message includes customer data; (E) Receiving the customer data message transmitted from the customer device and identifying the customer data included in the customer data message; and (F) Processing the service event based on the customer data and transmitting a service event completion message to the customer device.

2. The customer service method for direct questions based on artificial intelligence according to claim 1, characterized in that Wherein step (C) further includes determining whether the service event belongs to a service item.

3. The method for directly stating question customer service based on artificial intelligence according to claim 1, characterized in that, Wherein step (C) further includes determining the priority level of the service event and providing different service levels according to the priority level of the service event.

4. The customer service method for direct questions based on artificial intelligence according to claim 1, wherein Wherein step (E) further includes determining whether the customer data exists in a customer database.

5. The method for directly stating problem customer service based on artificial intelligence according to claim 1, wherein, Wherein step (E) further includes determining the priority level of the customer data and providing different service levels according to the priority level of the customer data.

6. A computer system, characterized in that, Includes: One or more processors; A memory coupled to the one or more processors, and the memory stores one or more programs, when the one or more programs are executed by the one or more processors, enabling the one or more processors to implement an artificial intelligence-based direct question customer service method, including: (A) Establishing a communication link between a customer device operated by a customer; (B) Transmitting a service guidance message to the customer device to guide the customer to speak a customer request message, which includes a service event that the customer needs assistance with; (C) Receiving the customer request message transmitted from the customer device and identifying the service event included in the customer request message; (D) In response to the service event, if it is determined that the customer needs to provide customer data, transmitting a customer data request message to the customer device to guide the customer to speak a customer data message, where the customer data message includes customer data; (E) Receiving the customer data message transmitted from the customer device and identifying the customer data included in the customer data message; and (F) Processing the service event based on the customer data and transmitting a service event completion message to the customer device.

7. The computer system according to claim 6, wherein Wherein step (C) further includes determining whether the service event belongs to a service item.

8. The computer system according to claim 6, wherein Wherein step (C) further includes determining the priority level of the service event and providing different service levels according to the priority level of the service event.

9. The computer system according to claim 6, wherein Wherein step (E) further includes determining whether the customer data exists in a customer database.

10. The computer system according to claim 6, wherein, Step (E) further includes determining the priority level of the customer data and providing different service levels according to the priority level of the customer data.

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