Customer service knowledge base operation monitoring system and method based on search results

Abstract

The invention relates to the technical field of artificial intelligence, in particular to a customer service knowledge base operation monitoring system and method based on search results. The monitoring system comprises a knowledge base search track recording module used for recording a keyword search track in the service process of each customer service; the search analysis module is used for analyzing the search track into three results; the keyword maintenance module is used for establishing a relation between the last keyword and the bid question according to the first result; the customer service personnel knowledge base utilization proficiency evaluation module is used for the customer service personnel knowledge base utilization proficiency based on the second result; and the keyword maintenance undetermined module is used for submitting manual auditing based on the third result, and determining whether to establish a relation between the last keyword and the standard question in the keyword maintenance module. Through a real use environment, the keywords of the knowledge base are matched with entity questions and answers in a more matched manner, the working efficiency of the system is effectively improved, the waiting time of customers is shortened, and the whole service effect is improved.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of artificial intelligence, in particular to a customer service knowledge base operation monitoring system and method based on search results. BACKGROUND

[0002] In the current era of information explosion, users have high requirements for the speed and accuracy of information acquisition. When users try to find answers through a knowledge base, if they frequently encounter no results for their searches, it will undoubtedly greatly dampen their enthusiasm for use, and may even make them question the knowledge base. Therefore, it is particularly urgent to develop a technology that can automatically identify no-result search terms. This technology can quickly capture search terms entered by users that cannot find matching information in the knowledge base, and immediately initiate a series of countermeasures. For example, recommend similar search terms to the user, display a list of popular questions, or guide the user to make more specific queries. Through these measures, not only can the disappointment of users be effectively alleviated, but also the trust and dependence of users on the knowledge base can be subtly enhanced, providing users with a smoother and more enjoyable user experience. Therefore, there is an urgent need for a practical knowledge base updating method. SUMMARY

[0003] The present application is to solve the problem of frequent no-result searches in the process of using auxiliary knowledge base queries by customer service representatives. The technical solution is as follows:

[0004] In a first aspect, the present application provides a customer service knowledge base operation monitoring system based on search results, comprising:

[0005] A knowledge base search trajectory recording module for recording the search trajectory of keywords in each customer service process, each search containing a time parameter;

[0006] A search analysis module for analyzing the search trajectory into three results:

[0007] The first result: in the process of searching with different keywords within a certain time T, the process keywords do not hit the question, only the last keyword hits the question and is clicked, and the last keyword is not completely consistent with the question text;

[0008] The second result: in the process of searching with different keywords within a certain time T, the process keywords and the last keyword both hit the question, and the last keyword is completely consistent with the question text, the process keyword is not clicked when it hits, and the last keyword is clicked when it hits;

[0009] Third result: During a certain time period T, the customer service specialist used different keywords to search. The first keyword did not match the target, but the last keyword matched the target and was clicked. The last keyword was at least one word completely consistent with the first keyword.

[0010] The keyword maintenance module links the last keyword to the tag for the first result;

[0011] The customer service specialist knowledge base utilization proficiency evaluation module, based on the second result, is used to assess the customer service specialist's proficiency in utilizing the knowledge base.

[0012] The keyword maintenance pending module, based on the third result, inputs the last keyword into the keyword maintenance pending module and submits it for manual review to decide whether to establish a link between the last keyword and the tag in the keyword maintenance module.

[0013] Secondly, the present invention provides a method for monitoring the operation of a customer service knowledge base based on search results, comprising the following processes:

[0014] S100: Tracks and records keyword search patterns during each customer service process, with each search including time parameters;

[0015] S200: Analysis of the search trajectory; categorized into three results:

[0016] First result: During a continuous search using different keywords within a certain time period T, none of the keywords matched the target question, except for the last keyword which matched the target question and was clicked. The last keyword did not completely match the target question text. In this case, the process will be redirected to S300.

[0017] Second result: When a customer service representative searches using different keywords within a certain time period T, both the process keyword and the last keyword match the question, and the last keyword is completely consistent with the question text. The customer service representative did not click when the process keyword was matched, but clicked when the last keyword was matched. In this case, the process will be redirected to S400.

[0018] Third result: If a customer service representative searches using different keywords within a certain time period T, and the first keyword does not match the target, but the last keyword matches the target and is clicked, and the last keyword is exactly the same as at least one word of the first keyword; if this happens, proceed to S500.

[0019] S300: Keyword maintenance, for the first result, establish a connection between the last keyword and the question;

[0020] S400: Customer service specialist knowledge base utilization proficiency evaluation, based on the second result, assesses the customer service specialist's proficiency in utilizing the knowledge base;

[0021] S500: Keyword maintenance reports are submitted for manual review. Based on the third result, the last keyword is entered into the keyword maintenance pending module and submitted for manual review to decide whether to link the last keyword with the tag in the keyword maintenance module.

[0022] Preferably, T is set to a length of 2 minutes.

[0023] This invention, through real-world usage scenarios, enables a more accurate match between keywords in the knowledge base and entity-based questions and answers. When a customer service representative encounters a search with no results and receives an updated knowledge base, subsequent customer service representatives encountering similar problems may get results on their first attempt by entering the keywords. This effectively improves system efficiency, reduces customer waiting time, and enhances the overall service outcome. Attached Figure Description

[0024] Figure 1 This is a flowchart illustrating the operation monitoring method of the customer service knowledge base based on search results according to the present invention. Detailed Implementation

[0025] A customer service knowledge base operation monitoring system based on search results includes:

[0026] The knowledge base search trajectory recording module is used to record the keyword search trajectory during each customer service process, and each search includes time parameters;

[0027] The search analysis module categorizes the analysis of search trajectories into three results:

[0028] First result: The customer service specialist searched using different keywords within 2 minutes. None of the keywords matched the question, except for the last keyword, which was clicked. The last keyword did not completely match the question text.

[0029] Second result: Within 2 minutes, the customer service specialist searched using different keywords. Both the process keyword and the last keyword matched the question, and the last keyword was exactly the same as the question text. No click was made when the process keyword matched, but the click was made when the last keyword matched. Based on the second result, the customer service specialist's proficiency in using the knowledge base was assessed.

[0030] Third result: The customer service specialist searched using different keywords within 2 minutes. The first keyword did not match the question, but the last keyword matched the question and was clicked. The last keyword was exactly the same as at least one word of the first keyword.

[0031] The keyword maintenance module, based on the first result, establishes a connection between the last keyword and the question.

[0032] The customer service specialist knowledge base utilization proficiency evaluation module, based on the second result, is used to assess the customer service specialist's proficiency in utilizing the knowledge base.

[0033] The keyword maintenance pending module, based on the third result, inputs the last keyword into the keyword maintenance pending module and submits it for manual review to decide whether to establish a link between the last keyword and the tag in the keyword maintenance module.

[0034] A method for monitoring the operation of a customer service knowledge base based on search results, implemented on the aforementioned system, includes the following process:

[0035] S100: Tracks and records keyword search patterns during each customer service process, with each search including time parameters;

[0036] S200: Analysis of the search trajectory; categorized into three results:

[0037] First result: The customer service representative searched using different keywords within 2 minutes. None of the keywords matched the question, except for the last keyword, which was clicked. The last keyword did not completely match the question text. In this case, the process will be redirected to S300.

[0038] Second result: The customer service specialist searched using different keywords within 2 minutes. Both the process keyword and the last keyword matched the question, and the last keyword was exactly the same as the question text. The process keyword was not clicked when it matched, but the last keyword was clicked when it matched. In this case, the process will be redirected to S400.

[0039] Third result: The customer service representative searched using different keywords within 2 minutes. The first keyword did not match the target question, but the last keyword matched the target question and was clicked. The last keyword must be exactly the same as at least one word of the first keyword. In this case, transfer to S500.

[0040] S300: Keyword maintenance, for the first result, establish a connection between the last keyword and the question;

[0041] S400: Customer service specialist knowledge base utilization proficiency evaluation, based on the second result, assesses the customer service specialist's proficiency in utilizing the knowledge base;

[0042] S500: Keyword maintenance reports are submitted for manual review. Based on the third result, the last keyword is entered into the keyword maintenance pending module and submitted for manual review to decide whether to link the last keyword with the tag in the keyword maintenance module.

[0043] It should be noted that the terms "first," "second," etc., used in the specification, claims, and accompanying drawings of this invention are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments of this disclosure described herein can be implemented in orders other than those illustrated or described herein.

[0044] This document uses specific embodiments to illustrate the principles and implementation methods of this document. The descriptions of the embodiments above are only for the purpose of helping to understand the methods and core ideas of this document. At the same time, for those skilled in the art, there will be changes in the specific implementation methods and application scope based on the ideas of this document. Therefore, the content of this specification should not be construed as a limitation of this document.

Claims

1. A customer care knowledge base run monitoring system based on search results, characterized in that, Comprise: Knowledge base search trajectory recording module for recording each customer service process keyword search trajectory, each search contains time parameter; Search analysis module, the analysis of search trajectory is divided into three results: The first result: the customer service representative in a certain time T within the continuous use of different keywords search, process keywords do not hit the mark, only the last keyword hit the mark and be clicked, the last keyword and the mark text is not completely consistent; The second result: the customer service representative in a certain time T within the use of different keywords search, process keywords and the last keyword hit the mark, and the last keyword and the mark text is completely consistent, process keywords hit when not click, the last keyword hit is clicked; The third result: the customer service representative in a certain time T within the use of different keywords search, process keywords do not hit the mark, the last keyword hit the mark and be clicked, the last keyword and process keywords at least one text is completely consistent; Keyword maintenance module, for the first result, the last keyword and the mark are established; Customer service representative knowledge base utilization proficiency evaluation module, based on the second result, for the evaluation of customer service representative knowledge base utilization proficiency; Keyword maintenance pending module, based on the third result, the last keyword is input into the keyword maintenance pending module, submitted for manual review, to decide whether to establish the last keyword and the mark in the keyword maintenance module.

2. A method for monitoring a customer care knowledge base based on search results, characterized in that, Comprise the following process: S100: track record each customer service process keyword search trajectory, each search contains time parameter; S200: search trajectory analysis; divided into three results: The first result: the customer service representative in a certain time T within the continuous use of different keywords search, process keywords do not hit the mark, only the last keyword hit the mark and be clicked, the last keyword and the mark text is not completely consistent; turn to S300 when this kind of situation occurs; The second result: the customer service representative in a certain time T within the use of different keywords search, process keywords and the last keyword hit the mark, and the last keyword and the mark text is completely consistent, process keywords hit when not click, the last keyword hit is clicked; turn to S400 when this kind of situation occurs; The third result: the customer service representative in a certain time T within the use of different keywords search, process keywords do not hit the mark, the last keyword hit the mark and be clicked, the last keyword and process keywords at least one text is completely consistent; turn to S500 when this kind of situation occurs; S300: keyword maintenance, for the first result, the last keyword and the mark are established; S400: customer service representative knowledge base utilization proficiency evaluation, based on the second result, the evaluation of customer service representative knowledge base utilization proficiency is carried out; S500: keyword maintenance report manual review, based on the third result, the last keyword is input into the keyword maintenance pending module, submitted for manual review, to decide whether to establish the last keyword and the mark in the keyword maintenance module.

3. The method of claim 2, wherein the method further comprises: The T is set to 2 minutes in length.

Images