Customer service session hosting method and device and storage medium

CN121728192APending Publication Date: 2026-03-24SHENZHEN XINGWANG XINTONG TECH CO LTD
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Patent Information

Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
Filing Date
2025-12-23
Publication Date
2026-03-24

AI Technical Summary

Technical Problem

In customer service systems, human agents are occupied by repetitive inquiries, which limits system response throughput and increases service latency in high-concurrency scenarios, making it difficult to maintain efficient and stable session processing performance.

Method used

By responding to the managed operation command triggered by the human agent, the current conversation state is switched from human response to robot managed state. The AI ​​text robot generates multi-round response content based on the conversation context and user profile data, and continuously monitors the dialogue text and user behavior data to determine whether the conditions for responding are met, thus realizing automatic call back operation.

Benefits of technology

This reduces repetitive manual responses, ensures semantic consistency and business accuracy of automated replies, avoids service failures caused by robot misjudgments, and ensures improved service continuity and response efficiency.

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Abstract

The invention discloses a customer service session hosting method and device and a storage medium, relates to the technical field of artificial intelligence, and discloses a customer service session hosting method, which comprises the following steps: in response to a hosting operation instruction triggered by a manual service agent, switching a session state of a current session from a manual response state to a robot hosting state; in the robot hosting state, multiple rounds of response content are generated based on the context information of the current session and the user portrait data so as to automatically execute response; continuously monitoring the dialogue text and the user behavior data of the current dialogue, and judging whether the dialogue text and the user behavior data meet a back-contact sending condition or not; and when the back-connection sending condition is met, executing back-connection operation on the current session so as to switch the session state back to the manual response state. According to the method, intelligent hosting and dynamic tie-back of the man-made session are realized through the AI text robot, the repeated response burden of the man-made agent is effectively reduced, and the customer service response efficiency in a high-concurrency scene is improved.
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