CN106936689A - Customer service method and apparatus based on instant messaging public number - Google Patents
Customer service method and apparatus based on instant messaging public number Download PDFInfo
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- CN106936689A CN106936689A CN201511024941.XA CN201511024941A CN106936689A CN 106936689 A CN106936689 A CN 106936689A CN 201511024941 A CN201511024941 A CN 201511024941A CN 106936689 A CN106936689 A CN 106936689A
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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
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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Abstract
The present invention relates to computer software application field, a kind of customer service method and apparatus based on instant messaging public number is disclosed.Wherein, the method includes：PUSH message is received from public number server；Parse the message；The response being associated with the message is searched in library of responses according to analysis result；And in the case where the response is searched, return to searched response.By above-mentioned technical proposal, by parsing message and searching for the response being associated with the message in library of responses according to analysis result, quick response can be carried out to the PUSH message that public number server is received, improve user's customer service experience.
Description
Technical field
The present invention relates to computer software application field, in particular it relates to a kind of be based on the instant messaging public
Number customer service method and apparatus.
Background technology
With the development of computer software technology, user can use instant messaging (example by mobile terminal
Such as, wechat) system public number.The instant messaging public number of such as wechat is intended to help enterprise, government's machine
The public institutions such as pass, school, hospital and non-government organization set up and employee, upstream and downstream affiliate and interior
Connection between portion's IT system, and effectively streamlining management flow, the communication of raising information and collaboration can imitate
The service and managerial ability of rate, lifting to worker at the production line.
In general traditional enterprise's customer service system uses artificial customer service pattern, and contact staff passes through
Immediate communication tool or phone are linked up with client, answer customer problem.This artificial customer service pattern,
Need to spend substantial amounts of manpower, financial resources cost, in face of now huge Internet user, the power that can seem is not
From the heart, it is impossible to for client provides high-quality business consultation service.
For a user, the problem of some generalities, if can directly be looked into by instant messaging public number
Ask and obtain, it is not necessary to go to make a phone call again or artificial customer service goes to link up.Therefore, as long as can pass through
Wechat public number connection enterprise customer service system, user just can on mobile terminals carry out customer service with very convenient
Consulting.
In the prior art, enterprise's customer service system is mainly integrated in wechat public number by the following method
In：
Uniform resource position mark URL configuration needed for providing wechat public number in enterprise's customer service system, and
System deployment is being had on the server of outer net, is being accessed for terminal and wechat server.This mode be by
The message that client is sent to public number is forwarded directly to customer service system, using manually being replied, does not have intelligence
Can automatically reply mechanism.
Regarding to the issue above, good solution is there is no in the prior art.
The content of the invention
It is an object of the invention to provide a kind of method and apparatus, the method and equipment can make full use of immediately
The customer service experience good for user provides of the resource of communication system.
To achieve these goals, the present invention provides a kind of customer service side based on instant messaging public number
Method, the method includes：PUSH message is received from public number server；Parse the message；According to parsing
Result searches for the response being associated with the message in library of responses；And searching the feelings of the response
Under condition, searched response is returned.
Further, the method also includes：Mobile terminal receives input information；By input information hair
Deliver to the public number server；And the public number server input information is converted to it is described
PUSH message.
Further, the method also includes：In the case where the response is not searched, from customer relationship
Management system gathers customer information；And the customer information that will be collected is associated simultaneously with the PUSH message
Output.
Further, the parsing message includes carrying out semantic analysis to the content of the message.
Further, the input information includes at least one of person：Word, picture, voice.
Another aspect of the present invention, there is provided a kind of customer service based on instant messaging public number sets
Standby, the equipment includes：Message resolution module, for receiving PUSH message from public number server, and
Parse the message；Module is automatically replied, is disappeared with described for being searched in library of responses according to analysis result
The response of manner of breathing association；And in the case where the response is searched, return to searched response.
Further, the equipment also includes：The public number server, for receiving defeated from mobile terminal
Enter information；And the input information is converted into the PUSH message.
Further, the equipment also includes：Data acquisition module, for not searching the response
In the case of, gather customer information from CRM system；And instant message card module, it is used for
By the data collecting module collected to customer information associate and export with the PUSH message.
Further, the message resolution module is used to carry out semantic analysis to the content of the message.
Further, the input information includes at least one of person：Word, picture, voice.
By above-mentioned technical proposal, by parsing message and being searched for and institute in library of responses according to analysis result
The associated response of message is stated, quick response can be carried out to the PUSH message that public number server is received,
Improve user's customer service experience.
Other features and advantages of the present invention will be described in detail in subsequent specific embodiment part.
Brief description of the drawings
Accompanying drawing is, for providing a further understanding of the present invention, and to constitute the part of specification, with
Following specific embodiment is used to explain the present invention together, but is not construed as limiting the invention.
In accompanying drawing：
Fig. 1 is a kind of customer service method based on instant messaging public number that embodiment of the present invention is provided
Flow chart；
Fig. 2 is a kind of customer service equipment based on instant messaging public number that embodiment of the present invention is provided
Composition structural representation；
Fig. 3 is the stream of the customer service method based on instant messaging public number of example embodiment of the present invention
Journey schematic diagram；And
Fig. 4 is the knot of the customer service equipment based on instant messaging public number of example embodiment of the present invention
Structure block diagram.
Specific embodiment
Specific embodiment of the invention is described in detail below in conjunction with accompanying drawing.It should be appreciated that
Specific embodiment described herein is merely to illustrate and explain the present invention, and is not limited to this hair
It is bright.
Fig. 1 is a kind of customer service method based on instant messaging public number that embodiment of the present invention is provided
Flow chart.As shown in figure 1, the present invention provides a kind of customer service method based on instant messaging public number,
The method includes：S101, PUSH message is received from public number server；S102, parses the message；
S103, the response being associated with the message is searched in library of responses according to analysis result；And S104,
In the case where the response is searched, searched response is returned.By above-mentioned technical proposal, lead to
Cross parsing message and the response that is associated with the message is searched in library of responses according to analysis result, can
Quick response is carried out to the PUSH message that public number server is received, improves user's customer service experience.
In embodiments, above-mentioned message can be expandable mark language XML message, and the message can
Obtained with by being changed by the information that mobile terminal (for example, mobile phone) is input into.Wherein, it is input into information
At least one of person can be included：Word, picture, voice.In embodiments, such as mobile phone
After mobile terminal receives input information, input information is sent to public number server；And the public
Input information is converted to XML PUSH messages by number server.In the above-mentioned methods, public number server
The purpose recipient of the input information that can be received to it judges, judges whether it has the present invention
Customer service function or customer service system that implementation method is provided, and it is determined that having customer service function or customer service system
In the case of the XML PUSH messages be pushed to customer service system carry out reply process.
In embodiments, after customer service system receives the message of push, can first judge that the message is
It is no to be classified with to received message (for example, customer service response class disappears from public number server
Breath), to carry out respective handling.For example, customer service system confirms that the PUSH message for receiving is customer service response
After class message, the message can be parsed, for example to the content of the message (including：Word
Content, image content and voice content) carry out semantic analysis.In embodiments, can be in word
Appearance carries out literal code identification, image recognition is carried out to image content, and carry out voice to voice content
Identification, then carries out semantic analysis to the content for identifying, determines contents semantic.
In embodiments, after by parsing determination contents semantic to message, can be tied according to parsing
The fruit response that search is associated with message in library of responses, for example, by key search, finding response
The response being associated with message key in storehouse or the response comprising message key.Associated response can
Being the answer of the problem included to message content.For example, message content is one sequence of product of inquiry
Row number, the associated response of return can be for example " product is certified products ", " grown place of the product ",
" three guarantees time limit of the product " etc..
In embodiments, library of responses can be set up for general issue.General issue can pass through
Problem is counted and is screened, most common failure treatment, the user of product of such as product can be included
Method etc..In embodiments, for the problem for not having associated response in library of responses, the above method is also
Can include：In the case where the response is not searched, from CRM system collection client's letter
Breath；And the customer information that will be collected is associated and exported with the PUSH message.Customer relation management
Crm system can be the customer information system that customer service provides entity maintaining, wherein preserving client's letter
Breath.It is associated with the PUSH message by by customer information, is easy in the comprehensive analysis processing message of backstage
Hold, responded with to message.The offer of background service can be by setting instant message IM plug-in unit moulds
Block realizes that the IM card modules can obtain customer information by data acquisition module from crm system.
Fig. 2 is a kind of customer service equipment based on instant messaging public number that embodiment of the present invention is provided
Composition structural representation.As shown in Fig. 2 another aspect of the present invention, there is provided one kind is based on instant
The customer service equipment of public number is communicated, the equipment includes：Message resolution module 201, for from the public
Number server receives PUSH message, and parses the message；Module 202 is automatically replied, for basis
Analysis result searches for the response being associated with the message in library of responses；And searching the response
In the case of, return to searched response.In a preferred embodiment, the equipment can also include：
Public number server (not shown), for receiving input information from mobile terminal；And by the input
Information is converted to the PUSH message.It should be noted that can include in the equipment that the present invention is provided
Public number server.Public number server can also be the independent reality that the equipment provided with the present invention is communicated
Body is without being included in the equipment of present invention offer.
In view of the situation that response cannot be found in library of responses, in embodiments, the equipment can be with
Including：Data acquisition module 204, in the case where the response is not searched, from customer relationship
Management system gathers customer information；And instant message card module 203, for by the data acquisition
The customer information that module is collected is associated and exported with the PUSH message.
Fig. 3 is the stream of the customer service method based on instant messaging public number of example embodiment of the present invention
Journey schematic diagram.Fig. 4 is that the customer service based on instant messaging public number of example embodiment of the present invention sets
Standby structured flowchart.Below in conjunction with Fig. 3 and Fig. 4, with the mobile terminal that intelligent mobile phone terminal is citing,
With the immediate communication platform that wechat is citing, principle of the invention is described in detail as follows：
As shown in figure 3, the customer service side based on instant messaging public number that embodiment of the present invention is provided
Method may include steps of：
Step 301：Wechat public number server receives the message from mobile phone terminal；User can be all
Enter wechat public number as the mobile terminal of mobile phone is enterprising, click on input frame and send word, picture, voice extremely
Wechat public number server.
Step 302：Judge whether public number matches customer service system；If it matches, 303 are then gone to step, such as
Mismatch is then exited.Wherein, wechat public number server may determine that whether public number is configured with customer service system
System URL, if it has, then forwarding message XML to client's customer service equipment.
Step 303：Customer service equipment receives the message push for carrying out self terminal wechat public number server；
Step 304：Judge message whether from customer service wechat public number；Wherein, message XML is judged
Whether from customer service equipment correspondence wechat public number, in this way, then 305 are gone to step, if not, moving back
Go out.
Step 305：Parsing message is simultaneously forwarded to many customer service IM；
Step 306：Whether semantic analysis matches；Parsing message XML, semantic analysis is carried out according to content,
If content finds correspondence key value in module is automatically replied, if that is, can be by semantic analysis
The response that matching is found in library of responses then goes to step 307 and is automatically replied, if it is not, then going to step 308.
Step 308：Many customer service IM receive message and wechat customer information are shown in plug-in unit；It is more objective
Taking IM interfaces can show the message that customer mobile phone terminal sends, meanwhile, IM plug-in units are started a query at
Corresponding customer information in crm system, is illustrated in IM interfaces in the lump, and contact staff can be by phase
Pass information, response is provided to client.
Step 309：Contact staff's return information returns to client, and response is provided to client.
Signal of communication stream between each module is as shown in Figure 4.
The technical scheme provided by the present invention, customer service equipment or system need to only safeguard related keyword
With answer knowledge base (i.e. library of responses), just the keyword matched in client messages can automatically be returned
It is multiple.Customer service system can be synchronized with the existing crm system of enterprise and docked, and compatibility is good.
The preferred embodiment of the present invention is described in detail above in association with accompanying drawing, but, the present invention is not limited
Detail in above-mentioned implementation method, in range of the technology design of the invention, can be to the present invention
Technical scheme carry out various simple variants, these simple variants belong to protection scope of the present invention.
It is further to note that each particular technique described in above-mentioned specific embodiment is special
Levy, in the case of reconcilable, can be combined by any suitable means.In order to avoid need not
The repetition wanted, the present invention is no longer separately illustrated to various possible combinations.
Additionally, can also be combined between a variety of implementation methods of the invention, as long as its
Without prejudice to thought of the invention, it should equally be considered as content disclosed in this invention.
Claims (10)
1. a kind of customer service method based on instant messaging public number, it is characterised in that the method bag
Include：
PUSH message is received from public number server；
Parse the message；
The response being associated with the message is searched in library of responses according to analysis result；And
In the case where the response is searched, searched response is returned.
2. method according to claim 1, it is characterised in that the method also includes：
Mobile terminal receives input information；
The input information is sent to the public number server；And
The input information is converted to the PUSH message by the public number server.
3. method according to claim 1, it is characterised in that the method also includes：
In the case where the response is not searched, customer information is gathered from CRM system；With
And
The customer information that will be collected is associated and exported with the PUSH message.
4. method according to claim 1, it is characterised in that the parsing message includes
Content to the message carries out semantic analysis.
5. method according to claim 2, it is characterised in that the input information includes following
At least one：Word, picture, voice.
6. a kind of customer service equipment based on instant messaging public number, it is characterised in that the equipment bag
Include：
Message resolution module, for receiving PUSH message from public number server, and parses the message；
Module is automatically replied, for searching for what is be associated with the message in library of responses according to analysis result
Response；And in the case where the response is searched, return to searched response.
7. equipment according to claim 6, it is characterised in that the equipment also includes：
The public number server, for receiving input information from mobile terminal；And believe the input
Breath is converted to the PUSH message.
8. equipment according to claim 6, it is characterised in that the equipment also includes：
Data acquisition module, in the case where the response is not searched, from customer relation management system
System collection customer information；And
Instant message card module, for the customer information that arrives the data collecting module collected with it is described
PUSH message is associated and exported.
9. equipment according to claim 6, it is characterised in that the message resolution module is used for
Content to the message carries out semantic analysis.
10. equipment according to claim 7, it is characterised in that the input information includes following
At least one：Word, picture, voice.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201511024941.XA CN106936689A (en) | 2015-12-30 | 2015-12-30 | Customer service method and apparatus based on instant messaging public number |
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| CN201511024941.XA CN106936689A (en) | 2015-12-30 | 2015-12-30 | Customer service method and apparatus based on instant messaging public number |
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Family
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| CN201511024941.XA Pending CN106936689A (en) | 2015-12-30 | 2015-12-30 | Customer service method and apparatus based on instant messaging public number |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107579910A (en) * | 2017-10-16 | 2018-01-12 | 人物互联网（北京）有限公司 | Automatic answering system and method in a kind of instant messaging scene |
| CN109450665A (en) * | 2018-11-12 | 2019-03-08 | 宁波可麦网络科技有限公司 | A kind of AI customer service system based on public platform |
| CN109598548A (en) * | 2018-11-30 | 2019-04-09 | 武汉推杰网络科技有限公司 | A kind of public platform management system |
| CN109962975A (en) * | 2019-02-15 | 2019-07-02 | 深圳绿米联创科技有限公司 | Information-pushing method, device, electronic equipment and system based on object identification |
| CN109978569A (en) * | 2019-03-16 | 2019-07-05 | 钱露露 | A kind of interactive office system Internet-based |
| CN110417851A (en) * | 2019-06-12 | 2019-11-05 | 平安科技（深圳）有限公司 | Data matching method, hosted platform, storage medium and computer equipment |
| CN110535752A (en) * | 2019-08-26 | 2019-12-03 | 南京睿数网络科技有限公司 | A kind of intelligent Answer System and method based on wechat public platform |
| CN110545231A (en) * | 2018-05-28 | 2019-12-06 | 招商银行股份有限公司 | business communication method, equipment and computer readable storage medium |
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Application publication date: 20170707 |