CN105207890A - Online customer service method - Google Patents
Online customer service method Download PDFInfo
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- CN105207890A CN105207890A CN201510522564.6A CN201510522564A CN105207890A CN 105207890 A CN105207890 A CN 105207890A CN 201510522564 A CN201510522564 A CN 201510522564A CN 105207890 A CN105207890 A CN 105207890A
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- customer service
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- intelligent robot
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Information Transfer Between Computers (AREA)
Abstract
The invention discloses an online customer service method comprising the steps that instant communication connection between a customer service side and a customer side is pre-established, and the customer service side comprises an intelligent robot customer service platform and an artificial customer service platform, wherein when the customer service side receives a session message of the customer side, the intelligent robot customer service platform selects communication connection for priority and answers questions in advance and transmits answers to the artificial customer service platform; and the artificial customer service platform judges the answers transmitted by the intelligent robot customer service platform, and selects whether the answers are confirmed to be transmitted or the answers are inputted again by the artificial customer service platform according to accuracy of the answers. According to the online customer service method, the intelligent robot platform is enabled to serve for customer service personnel, and the customer service personnel are enabled to serve for users in unified capacity so that the users are enabled to obtain consistent great experience; meanwhile, the customer service personnel are enabled to serve for more users at the same time, and waiting time of the users is also reduced.
Description
Technical field
The present invention relates to a kind of instant messaging field, specifically, relate to a kind of method of online customer service.
Background technology
Artificial intelligence develops quite rapid in recent years, various artificial intelligence technology has entered into the life of people at silent, such as adopts artificial intelligence technology product---the chat robots of semantic understanding.
Chat robots system, user can chat with robot, but what obtain is the dialogue extremely personalized, and except interactively dialogue, more can " order " machine people to search information, play games for user.
Chat robots system at least comprises a user and a chat robots, namely described user uses the user of immediate communication platform or SMS platform, and described chat robots has communication module, has the artificial intelligence servers of artificial intelligence and function serving information and the database of correspondence thereof.
The use that based on the appearance of the online customer service system of webpage session, online customer service technology instead of that traditional customer service QQ is online, MSN is online etc., although some function of QQ and MSN cannot substitute in the use of personal user, but website online customer service system is as a professional webpage customer service instrument, be for enterprise web site visitor convenient in time and enterprise carry out a bitcom of instant communication, its good Experience Degree is can not be replaced.And QQ, MSN have some drawbacks as customer service instrument, as needed mounting software, plusing good friend, function singleness etc.This type of online customer service is not only online customer service, simultaneously also for website provides visitor's track following, traffic statistics analysis, customer relation management etc. function.Surmount the function of immediate communication tool completely.
Existing operator attendance is because each contact staff's ability is different, when the consulting of an answer user, if the problem of user's consulting is very simple, contact staff directly can answer according to the experience of oneself, but when user seeks advice from a very complicated problem, operator attendance probably just needs to carry out searching of corresponding knowledge, such as when user asks the dispensing timeliness of kinds of goods: " I have purchased bunch of flowers, how long can deliver to Zhengzhou? " at this moment, different express companies is different in the timeliness of zones of different, this just needs contact staff to carry out searching of knowledge answer, generally at excel, word, or search in knowledge base.
After finding the interval timeliness of corresponding dispensing, contact staff carries out copying again and pastes operation and send to user.
Can not directly in problem contact staff, dispensing timeliness is just wherein a kind of, same also have the answer of picture product parameters, attribute etc. with bulk information, can not each contact staff can remember, so the service quality of traditional customer service software searches Time dependent by the acquisition of knowledge degree of attending a banquet, memory, answer to a certain extent, the shortcoming of Here it is traditional customer service software, service ability inconsistent.
Conventional chat robot is inconsistent in service ability---and service ability, level search the decisions such as time by operating time of customer service, memory, answer, because contact staff's horizontal capability is uneven, also just cause service level each has something to recommend him.Because contact staff has a large amount of problems to need to carry out searching answer in excel, word, knowledge base, so each contact staff can only serve at most the user of about five simultaneously.
Summary of the invention
For solving the problems of the technologies described above, the invention provides a kind of method of online customer service, comprise and set up customer service end in advance and be connected with the instant messaging of client, described customer service end comprises intelligent robot customer service platform and artificial customer service platform, wherein,
When described customer service end receives the conversation message of client, communicated to connect by intelligent robot customer service platform prioritizing selection and problem is answered in advance, and answer is sent to artificial customer service platform;
Whether artificial customer service platform judges the answer that intelligent robot customer service platform is sent, select to add their confirmation to this answer send or re-enter answer by artificial customer service platform according to the accuracy of answer.
Further, when artificial customer service platform judges that the answer that intelligent robot customer service platform sends is accurate, namely click answer by artificial customer service and confirm, answer is sent to client by customer service end automatically; When artificial customer service platform judges the answer mistake that intelligent robot customer service platform sends, input suitable answer by artificial customer service platform and send to client.
Further, described intelligent robot customer service platform receives the conversation message that client is sent, Automatic inquirying knowledge base to determine the answer that the problem comprised with described conversation message matches, and comprises the response message of this answer to artificial customer service platform by instant messaging connection transmission.
Compared with prior art, the method of a kind of online customer service of the present invention, can allow intelligent robot platform be that contact staff serves, allow intelligent robot become the assistant of contact staff, allow contact staff carry out service-user with unified ability, make user obtain consistent good experience; Customer service can be allowed to serve more user at one time simultaneously, decrease the stand-by period of user.
Accompanying drawing explanation
Fig. 1 is the schematic diagram of the method for the online customer service described in the embodiment of the present invention.
Embodiment
For making those skilled in the art understand technical scheme of the present invention better, below in conjunction with the drawings and specific embodiments, the present invention is described in further detail, but not as a limitation of the invention.
Shown in Figure 1, the method of a kind of online customer service disclosed in the embodiment of the present invention, comprise and set up customer service end in advance and be connected with the instant messaging of client, this connected mode comprises the instant messaging realized in point-to-point P2P mode and connects or connect with the instant messaging that the mode that instant communication server forwards realizes, described client comprises website and mobile terminal, and mobile terminal comprises mobile phone, computer etc.Described customer service end comprises intelligent robot customer service platform and artificial customer service platform, wherein,
When described customer service end receives the conversation message of client, communicated to connect by intelligent robot customer service platform prioritizing selection and problem is answered in advance, and answer is sent to artificial customer service platform; Described intelligent robot customer service platform receives the conversation message that client is sent, Automatic inquirying knowledge base to determine the answer that the problem comprised with described conversation message matches, and comprises the response message of this answer to artificial customer service platform by instant messaging connection transmission.Wherein, the chat robots server in the present invention not only has knowledge base, can also extract, thus find a solution to the problem from open text library to information.
Whether artificial customer service platform judges the answer that intelligent robot customer service platform is sent, select to add their confirmation to this answer send or re-enter answer by artificial customer service platform according to the accuracy of answer.
Although it is fast that robot replies speed, but its keyword just inputting problem based on user mates, there is the answer that cannot match unavoidably, in order to improve system to the feedback time of client, the present invention first utilizes the speed of intelligent robot platform to carry out answer, when it can't resolve, namely by manually answering, make full use of customer service resource, intelligent robot is allowed to become the assistant of contact staff, fully combine the advantage of robot customer service and artificial customer service, make it possible to help user to answer a question as early as possible.
Specifically, when artificial customer service platform judges that the answer that intelligent robot customer service platform sends is accurate, namely click answer by artificial customer service and confirm, answer is sent to client by customer service end automatically; When artificial customer service platform judges the answer mistake that intelligent robot customer service platform sends, input suitable answer by artificial customer service platform and send to client.
The present invention utilizes above-mentioned steps effectively can reduce artificial customer service and to check on one's answers searching of complexity problem, robot directly can provide answer, decreases the service time of artificial customer service, reduces the training cost of artificial customer service, improve service quality, take full advantage of resource.
Above-mentioned explanation illustrate and describes some preferred embodiments of the present invention, but as previously mentioned, be to be understood that the present invention is not limited to the form disclosed by this paper, should not regard the eliminating to other embodiments as, and can be used for other combinations various, amendment and environment, and can in invention contemplated scope described herein, changed by the technology of above-mentioned instruction or association area or knowledge.And the change that those skilled in the art carry out and change do not depart from the spirit and scope of the present invention, then all should in the protection range of claims of the present invention.
Claims (3)
1. a method for online customer service, comprise and set up customer service end in advance and be connected with the instant messaging of client, described customer service end comprises intelligent robot customer service platform and artificial customer service platform, it is characterized in that,
When described customer service end receives the conversation message of client, communicated to connect by intelligent robot customer service platform prioritizing selection and problem is answered in advance, and answer is sent to artificial customer service platform;
Whether artificial customer service platform judges the answer that intelligent robot customer service platform is sent, select to add their confirmation to this answer send or re-enter answer by artificial customer service platform according to the accuracy of answer.
2. the method for online customer service as claimed in claim 1, is characterized in that, when artificial customer service platform judges that the answer that intelligent robot customer service platform sends is accurate, namely click answer by artificial customer service and confirm, answer is sent to client by customer service end automatically; When artificial customer service platform judges the answer mistake that intelligent robot customer service platform sends, input suitable answer by artificial customer service platform and send to client.
3. the method for online customer service as claimed in claim 1, it is characterized in that, described intelligent robot customer service platform receives the conversation message that client is sent, Automatic inquirying knowledge base to determine the answer that the problem comprised with described conversation message matches, and comprises the response message of this answer to artificial customer service platform by instant messaging connection transmission.
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| CN201510522564.6A CN105207890A (en) | 2015-08-24 | 2015-08-24 | Online customer service method |
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| CN201510522564.6A CN105207890A (en) | 2015-08-24 | 2015-08-24 | Online customer service method |
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Cited By (22)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105791104A (en) * | 2016-05-18 | 2016-07-20 | 北京奔影网络科技有限公司 | Customer service method and device |
| CN106021403A (en) * | 2016-05-12 | 2016-10-12 | 北京奔影网络科技有限公司 | Customer service method and apparatus |
| CN106204072A (en) * | 2016-07-14 | 2016-12-07 | 微额速达（上海）金融信息服务有限公司 | QQ intelligent customer service system and method |
| CN106934452A (en) * | 2017-01-19 | 2017-07-07 | 深圳前海勇艺达机器人有限公司 | Robot dialogue method and system |
| CN107705166A (en) * | 2016-08-11 | 2018-02-16 | 杭州朗和科技有限公司 | Information processing method and device |
| CN108073976A (en) * | 2016-11-18 | 2018-05-25 | 科沃斯商用机器人有限公司 | Man-machine interactive system and its man-machine interaction method |
| CN108320183A (en) * | 2018-01-26 | 2018-07-24 | 杨刚 | A kind of general comprehensive amusement service system and method walked headed by playing quotient's test |
| CN108959633A (en) * | 2018-07-24 | 2018-12-07 | 北京京东尚科信息技术有限公司 | It is a kind of that the method and apparatus of customer service are provided |
| CN109040486A (en) * | 2018-08-30 | 2018-12-18 | 中通天鸿（北京）通信科技股份有限公司 | A kind of position system of call center |
| CN109544183A (en) * | 2018-11-27 | 2019-03-29 | 网宿科技股份有限公司 | A kind of business consultation method and device |
| CN109685673A (en) * | 2018-12-19 | 2019-04-26 | 前海企保科技（深圳）有限公司 | A kind of insurance coupled customer service system and method based on artificial intelligence |
| CN109710749A (en) * | 2019-01-22 | 2019-05-03 | 深圳追一科技有限公司 | A kind of customer service auxiliary device and method |
| CN109726273A (en) * | 2018-12-21 | 2019-05-07 | 广东美的白色家电技术创新中心有限公司 | A kind of customer service system, customer service terminal and its message back method, storage medium |
| CN110096582A (en) * | 2019-04-30 | 2019-08-06 | 广东电网有限责任公司 | The training method of session robotic in a kind of power business |
| CN110377692A (en) * | 2019-06-03 | 2019-10-25 | 广东幽澜机器人科技有限公司 | A kind of artificial client service method of image training robot learning by imitation and device |
| CN110874400A (en) * | 2018-08-31 | 2020-03-10 | 比亚迪股份有限公司 | Online customer service response method and device, vehicle client and customer service end |
| CN111602154A (en) * | 2017-12-29 | 2020-08-28 | 西布雷恩公司 | Session handling using dialog ranking and enhanced proxy |
| CN111767374A (en) * | 2019-03-29 | 2020-10-13 | 北京搜狗科技发展有限公司 | Data processing method, device and machine readable medium |
| WO2021027332A1 (en) * | 2019-08-13 | 2021-02-18 | 深圳壹账通智能科技有限公司 | Communication establishment method and system |
| WO2021109741A1 (en) * | 2019-12-02 | 2021-06-10 | 中兴通讯股份有限公司 | Serving method, apparatus, system and device, and storage medium |
| CN114422647A (en) * | 2021-12-24 | 2022-04-29 | 上海浦东发展银行股份有限公司 | Digital person-based agent service method, apparatus, device, medium, and product |
| CN114586323A (en) * | 2019-10-28 | 2022-06-03 | 利维帕尔森有限公司 | Dynamic routing of communications to different end nodes |
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Cited By (28)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106021403B (en) * | 2016-05-12 | 2019-06-04 | 北京奔影网络科技有限公司 | Client service method and device |
| CN106021403A (en) * | 2016-05-12 | 2016-10-12 | 北京奔影网络科技有限公司 | Customer service method and apparatus |
| CN105791104A (en) * | 2016-05-18 | 2016-07-20 | 北京奔影网络科技有限公司 | Customer service method and device |
| CN105791104B (en) * | 2016-05-18 | 2019-06-07 | 北京奔影网络科技有限公司 | Client service method and device |
| CN106204072A (en) * | 2016-07-14 | 2016-12-07 | 微额速达（上海）金融信息服务有限公司 | QQ intelligent customer service system and method |
| CN107705166A (en) * | 2016-08-11 | 2018-02-16 | 杭州朗和科技有限公司 | Information processing method and device |
| CN108073976A (en) * | 2016-11-18 | 2018-05-25 | 科沃斯商用机器人有限公司 | Man-machine interactive system and its man-machine interaction method |
| CN106934452A (en) * | 2017-01-19 | 2017-07-07 | 深圳前海勇艺达机器人有限公司 | Robot dialogue method and system |
| CN111602154A (en) * | 2017-12-29 | 2020-08-28 | 西布雷恩公司 | Session handling using dialog ranking and enhanced proxy |
| CN108320183A (en) * | 2018-01-26 | 2018-07-24 | 杨刚 | A kind of general comprehensive amusement service system and method walked headed by playing quotient's test |
| CN108959633A (en) * | 2018-07-24 | 2018-12-07 | 北京京东尚科信息技术有限公司 | It is a kind of that the method and apparatus of customer service are provided |
| CN109040486B (en) * | 2018-08-30 | 2020-06-19 | 中通天鸿（北京）通信科技股份有限公司 | Call center seat system |
| CN109040486A (en) * | 2018-08-30 | 2018-12-18 | 中通天鸿（北京）通信科技股份有限公司 | A kind of position system of call center |
| CN110874400B (en) * | 2018-08-31 | 2023-06-13 | 比亚迪股份有限公司 | Response method and device for online customer service, vehicle client and customer service server |
| CN110874400A (en) * | 2018-08-31 | 2020-03-10 | 比亚迪股份有限公司 | Online customer service response method and device, vehicle client and customer service end |
| CN109544183A (en) * | 2018-11-27 | 2019-03-29 | 网宿科技股份有限公司 | A kind of business consultation method and device |
| CN109685673A (en) * | 2018-12-19 | 2019-04-26 | 前海企保科技（深圳）有限公司 | A kind of insurance coupled customer service system and method based on artificial intelligence |
| CN109726273A (en) * | 2018-12-21 | 2019-05-07 | 广东美的白色家电技术创新中心有限公司 | A kind of customer service system, customer service terminal and its message back method, storage medium |
| CN109710749A (en) * | 2019-01-22 | 2019-05-03 | 深圳追一科技有限公司 | A kind of customer service auxiliary device and method |
| CN111767374A (en) * | 2019-03-29 | 2020-10-13 | 北京搜狗科技发展有限公司 | Data processing method, device and machine readable medium |
| CN110096582A (en) * | 2019-04-30 | 2019-08-06 | 广东电网有限责任公司 | The training method of session robotic in a kind of power business |
| CN110377692B (en) * | 2019-06-03 | 2021-10-08 | 广东幽澜机器人科技有限公司 | Method and device for training robot to imitate learning manual customer service |
| CN110377692A (en) * | 2019-06-03 | 2019-10-25 | 广东幽澜机器人科技有限公司 | A kind of artificial client service method of image training robot learning by imitation and device |
| WO2021027332A1 (en) * | 2019-08-13 | 2021-02-18 | 深圳壹账通智能科技有限公司 | Communication establishment method and system |
| CN114586323A (en) * | 2019-10-28 | 2022-06-03 | 利维帕尔森有限公司 | Dynamic routing of communications to different end nodes |
| CN114586323B (en) * | 2019-10-28 | 2024-05-17 | 利维帕尔森有限公司 | Dynamic communication routing to different endpoints |
| WO2021109741A1 (en) * | 2019-12-02 | 2021-06-10 | 中兴通讯股份有限公司 | Serving method, apparatus, system and device, and storage medium |
| CN114422647A (en) * | 2021-12-24 | 2022-04-29 | 上海浦东发展银行股份有限公司 | Digital person-based agent service method, apparatus, device, medium, and product |
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