CN107153965A - A kind of intelligent customer service solution of multiple terminals - Google Patents
A kind of intelligent customer service solution of multiple terminals Download PDFInfo
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- CN107153965A CN107153965A CN201710217725.XA CN201710217725A CN107153965A CN 107153965 A CN107153965 A CN 107153965A CN 201710217725 A CN201710217725 A CN 201710217725A CN 107153965 A CN107153965 A CN 107153965A
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- 238000005516 engineering process Methods 0.000 claims abstract description 11
- 230000009466 transformation Effects 0.000 claims abstract description 8
- 238000000034 method Methods 0.000 claims description 14
- 230000008569 process Effects 0.000 claims description 10
- 238000006243 chemical reaction Methods 0.000 claims description 4
- 230000010076 replication Effects 0.000 abstract description 4
- 238000010586 diagram Methods 0.000 description 2
- 230000006870 function Effects 0.000 description 2
- 235000021167 banquet Nutrition 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 230000007812 deficiency Effects 0.000 description 1
- 235000013399 edible fruits Nutrition 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 230000002708 enhancing effect Effects 0.000 description 1
- 230000006872 improvement Effects 0.000 description 1
- 238000005065 mining Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 238000007619 statistical method Methods 0.000 description 1
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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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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/9032—Query formulation
- G06F16/90332—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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Abstract
A kind of intelligent customer service solution of multiple terminals, is related to intelligent customer service systems technology field, comprises the following steps, first, and client enters client terminal and seeks advice from the page；System shows common problem automatically, and user confirms, has such as solved customer problem, and user confirms and satisfaction marking；As do not solved, user can be submitted a question by voice and written form；Keyword is extracted by voice transformation technology；Keyword message is matched by intelligent customer service issue handling center, the match is successful, send issue-resolution；Matching is unsuccessful, is transferred to customer service system processing；Customer service system obtains user profile and problem content, manually solves problem, generates order record；Unsolved problem list is generated, customer service sets keyword and solution, included to QA knowledge bases.The replication problem of current user 80% is solved, the duplication of labour time of contact staff is largely alleviated, operating efficiency is improved.User's queuing consulting time is reduced, the solution of proposed problem can be obtained in time.
Description
Technical field：
The present invention relates to intelligent customer service systems technology field, and in particular to a kind of intelligent customer service solution of multiple terminals.
Background technology：
Customer service (Customer Service), a kind of customer-oriented values of major embodiment, it is integrated
And manage in optimal cost set in advance --- all key elements of the customer interface in Services Composition.In the broadest sense, Ren Heneng
The content increased customer satisfaction degree belongs to the scope of customer service.Intelligent customer service robot is exactly to be replaced manually performing with computer
The task of customer service, it is well-done at present have happy be full of logical customer service system.Through statistics, have in the work of the daily reception user of customer service
80% replication problem, these replication problems will expend the customer service substantial amounts of routine work time, can also increase user and wait in line
Time.
The content of the invention：
The technical problems to be solved by the invention are to overcome existing technological deficiency, and there is provided a kind of intelligence visitor of multiple terminals
It is to utilize voice transformation function to take solution, intelligent customer service system, and the voice messaging of client is converted into keyword message,
The keyword pre-set with database, and the operating efficiency of user, greatly enhancing customer service are automatically replied, improve user's body
Test.
The technical problems to be solved by the invention are realized using following technical scheme：
A kind of intelligent customer service solution of multiple terminals, it is characterised in that：Comprise the following steps,
1), first, client enters the client terminal consulting page；
2), system shows common problem automatically, and user confirms, has such as solved customer problem, user confirms and satisfaction is beaten
Point；
3), do not solve such as, user can be submitted a question by voice and written form；
4) keyword, is extracted by voice transformation technology；
5) keyword message, is matched by intelligent customer service issue handling center, the match is successful, sends issue-resolution；
6), matching is unsuccessful, is transferred to customer service system processing；
7), customer service system obtains user profile and problem content, manually solves problem, generates order record；
8) unsolved problem list, is generated, customer service sets keyword and solution, included to QA knowledge bases.
Described client terminal is APP, wechat entrance or voice call.
Described voice call is carried out by the following method as client terminal
1), voice gateways set consulting passage；
2), system prompts user phonetic entry problem content；
3) keyword, is extracted by voice transformation technology；
4) keyword message, is matched by intelligent customer service issue handling center, the match is successful, voice broadcast Resolving probiems side
Case；
5), matching is unsuccessful, is transferred to artificial treatment；
6), call center system obtains user profile and problem content, artificial to solve, and generates order record；Generation is not solved
Certainly problem list, customer service sets keyword and solution, includes to QA knowledge bases.
Described QA knowledge bases include one or more in word, the business process map of manual drawing or picture.
User selects language in-put, and system first passes through speech recognition processes engine by language conversion into word, then by text
Word information submission system core processing module, the module is pre-processed to input, NLP processing, submits search engine to be searched
Rope is asked, and search result is browsed according to customer terminal webpage is finally returned to after relevancy ranking for user.
The daily record data that the present invention is serviced by the daily order of statistical analysis customer service, by primary reference point of the frequency, is tied
Artificial experience analysis user FAQs, common question are closed, arranging and manually marking and form standard to above-mentioned underlying issue
(answer organising content form enriches QA knowledge bases, not only general word description, includes the business process map of manual drawing
Even picture etc.), system supports two kinds of input modes of word and language, if user selects language in-put, system is first passed through
Speech recognition processes engine by language conversion into word, then by text information submission system core processing module, the module pair
Input is pre-processed, NLP processing (participle, part-of-speech tagging, syntactic analysis), submits search engine to scan for request, to searching
Hitch fruit is browsed for user according to being finally returned to customer terminal webpage after relevancy ranking, and client have also been devised user to result
Scoring function, and by feedback result log, by being particularly the tracking of dissatisfied problem answers to log analysis come complete
Kind knowledge base；If customer problem is without search answer, intelligent customer service system can submit the work order existing customer service system by attending a banquet
Customer service answer and Document Solution, for follow-up mining analysis and arrangement, intelligence system is in whole handling process and is one in logic
Complete closed loop.
The beneficial effects of the invention are as follows：
1st, the replication problem of current user 80% is solved, the duplication of labour time of contact staff is largely alleviated, work is improved
Make efficiency.
2nd, user's queuing consulting time is reduced, the solution of proposed problem can be obtained in time.
3rd, realize when user proposes new problem, customer service can set keyword and solution in time, include to knowing
Know storehouse.
Brief description of the drawings：
Fig. 1 is the method schematic diagram of the embodiment of the present invention one.
Fig. 2 is the method schematic diagram of the embodiment of the present invention two.
Embodiment：
In order that technological means, creation new feature, reached purpose and effect that the present invention is realized are easy to understand, below
With reference to being specifically illustrating, the present invention is expanded on further.
As shown in figure 1,
Embodiment one
A kind of intelligent customer service solution of multiple terminals, comprises the following steps,
1), first, client enters the client terminal consulting page；
2), system shows common problem automatically, and user confirms, has such as solved customer problem, user confirms and satisfaction is beaten
Point；
3), do not solve such as, user can be submitted a question by voice and written form；
4) keyword, is extracted by voice transformation technology；
5) keyword message, is matched by intelligent customer service issue handling center, the match is successful, sends issue-resolution；
6), matching is unsuccessful, is transferred to customer service system processing；
7), customer service system obtains user profile and problem content, manually solves problem, generates order record；
8) unsolved problem list, is generated, customer service sets keyword and solution, included to QA knowledge bases.
Client terminal is APP, wechat entrance.
Described QA knowledge bases include one or more in word, the business process map of manual drawing or picture.
Embodiment 2
As shown in Fig. 2 a kind of intelligent customer service solution of multiple terminals, it is characterised in that：Comprise the following steps,
1), first, client enters the client terminal consulting page；
2), system shows common problem automatically, and user confirms, has such as solved customer problem, user confirms and satisfaction is beaten
Point；
3), do not solve such as, user can be submitted a question by voice and written form；
4) keyword, is extracted by voice transformation technology；
5) keyword message, is matched by intelligent customer service issue handling center, the match is successful, sends issue-resolution；
6), matching is unsuccessful, is transferred to customer service system processing；
7), customer service system obtains user profile and problem content, manually solves problem, generates order record；
8) unsolved problem list, is generated, customer service sets keyword and solution, included to QA knowledge bases.
Client terminal is voice call.
QA knowledge bases include one or more in word, the business process map of manual drawing or picture.
User selects language in-put, and system first passes through speech recognition processes engine by language conversion into word, then by text
Word information submission system core processing module, the module is pre-processed to input, NLP processing, submits search engine to be searched
Rope is asked, and search result is browsed according to customer terminal webpage is finally returned to after relevancy ranking for user.
The general principle and principal character and advantages of the present invention of the present invention has been shown and described above.The technology of the industry
Personnel are it should be appreciated that the present invention is not limited to the above embodiments, and the simply explanation described in above-described embodiment and specification is originally
The principle of invention, without departing from the spirit and scope of the present invention, various changes and modifications of the present invention are possible, these changes
Change and improvement all fall within the protetion scope of the claimed invention.The claimed scope of the invention by appended claims and its
Equivalent thereof.
Claims (5)
1. a kind of intelligent customer service solution of multiple terminals, it is characterised in that：Comprise the following steps,
1), first, client enters the client terminal consulting page；
2), system shows common problem automatically, and user confirms, has such as solved customer problem, and user confirms and satisfaction marking；
3), do not solve such as, user can be submitted a question by voice and written form；
4) keyword, is extracted by voice transformation technology；
5) keyword message, is matched by intelligent customer service issue handling center, the match is successful, sends issue-resolution；
6), matching is unsuccessful, is transferred to customer service system processing；
7), customer service system obtains user profile and problem content, manually solves problem, generates order record；
8) unsolved problem list, is generated, customer service sets keyword and solution, included to QA knowledge bases.
2. a kind of intelligent customer service solution of multiple terminals according to claim 1, it is characterised in that：Described client is whole
Hold as APP, wechat entrance or voice call.
3. a kind of intelligent customer service solution of multiple terminals according to claim 1 or 2, it is characterised in that：Described language
Sound phone is carried out by the following method as client terminal
1), voice gateways set consulting passage；
2), system prompts user phonetic entry problem content；
3) keyword, is extracted by voice transformation technology；
4) keyword message, is matched by intelligent customer service issue handling center, the match is successful, voice broadcast issue-resolution；
5), matching is unsuccessful, is transferred to artificial treatment；
6), call center system obtains user profile and problem content, artificial to solve, and generates order record；Generation is unresolved to ask
List is inscribed, customer service sets keyword and solution, included to QA knowledge bases.
4. a kind of intelligent customer service solution of multiple terminals according to claim 3, it is characterised in that：Described QA knowledge
Storehouse includes one or more in word, the business process map of manual drawing or picture.
5. a kind of intelligent customer service solution of multiple terminals according to claim 3, it is characterised in that：User selects language
Input, system first passes through speech recognition processes engine by language conversion into word, then by text information submission system core
Manage module, the module to input pre-processed, NLP processing, submit search engine scan for ask, to search result according to
Customer terminal webpage is finally returned to after relevancy ranking to browse for user.
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Family
ID=59794273
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Cited By (38)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107357859A (en) * | 2017-06-30 | 2017-11-17 | 国网天津市电力公司 | A kind of intelligent terminal for realizing that knowledge base shows automatically by voice collecting |
| CN107845384A (en) * | 2017-10-30 | 2018-03-27 | 江西博瑞彤芸科技有限公司 | A kind of audio recognition method |
| CN108171557A (en) * | 2018-02-13 | 2018-06-15 | 广州小享科技有限公司 | A kind of customer service providing method and its equipment based on seat |
| CN108259686A (en) * | 2017-12-28 | 2018-07-06 | 合肥凯捷技术有限公司 | A kind of customer service system based on speech analysis |
| CN108764937A (en) * | 2018-05-02 | 2018-11-06 | 开源物联网（广州）有限公司 | It can iteration intelligent customer service system |
| CN108876400A (en) * | 2018-05-28 | 2018-11-23 | 安徽鼎龙网络传媒有限公司 | A kind of business activity management information processing system of the platform based on customer account management |
| CN108985787A (en) * | 2018-05-21 | 2018-12-11 | 苏州工业园区职业技术学院 | A kind of customer service system for e-commerce |
| CN109272129A (en) * | 2018-09-20 | 2019-01-25 | 重庆先特服务外包产业有限公司 | Call center's business management system |
| CN109670021A (en) * | 2018-12-12 | 2019-04-23 | 安徽讯呼信息科技有限公司 | It is a kind of freely to circulate and the customer service system of custom field |
| CN109688046A (en) * | 2018-08-21 | 2019-04-26 | 平安科技（深圳）有限公司 | Issue management method, apparatus, equipment and storage medium |
| CN109726271A (en) * | 2018-12-14 | 2019-05-07 | 深圳壹账通智能科技有限公司 | Identify method, apparatus, equipment and the storage medium of customer problem content |
| CN109726372A (en) * | 2017-10-31 | 2019-05-07 | 百度在线网络技术（北京）有限公司 | Generation method, device and the computer-readable medium of work order based on message registration |
| 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 |
| CN109933651A (en) * | 2019-03-26 | 2019-06-25 | 联想(北京)有限公司 | Information interacting method, device and server |
| CN109947927A (en) * | 2019-03-31 | 2019-06-28 | 联想(北京)有限公司 | A kind of information processing method and device |
| CN110020873A (en) * | 2019-03-12 | 2019-07-16 | 平安科技（深圳）有限公司 | Artificial customer service switching method, relevant apparatus, equipment and computer-readable medium |
| WO2019218532A1 (en) * | 2018-05-17 | 2019-11-21 | 平安科技（深圳）有限公司 | Message pushing method and apparatus, electronic device, and storage medium |
| CN110738329A (en) * | 2019-09-06 | 2020-01-31 | 国网浙江桐乡市供电有限公司 | first-aid repair informing method based on cloud platform |
| CN110891125A (en) * | 2019-11-14 | 2020-03-17 | 国家电网有限公司客户服务中心南方分中心 | Monitoring management system for online customer service |
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| CN110955771A (en) * | 2019-12-31 | 2020-04-03 | 中国银行股份有限公司 | Customer service method and system, computer device and computer readable storage medium |
| CN110971983A (en) * | 2018-09-30 | 2020-04-07 | 上海掌门科技有限公司 | Video question answering method, equipment and storage medium |
| CN111324786A (en) * | 2020-03-03 | 2020-06-23 | 北京京东振世信息技术有限公司 | Method and device for processing consultation problem information |
| CN111914059A (en) * | 2019-05-09 | 2020-11-10 | 中智关爱通（上海）科技股份有限公司 | Employee welfare complaint processing method, system, storage medium and electronic equipment |
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Cited By (42)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107357859A (en) * | 2017-06-30 | 2017-11-17 | 国网天津市电力公司 | A kind of intelligent terminal for realizing that knowledge base shows automatically by voice collecting |
| CN107845384A (en) * | 2017-10-30 | 2018-03-27 | 江西博瑞彤芸科技有限公司 | A kind of audio recognition method |
| CN109726372A (en) * | 2017-10-31 | 2019-05-07 | 百度在线网络技术（北京）有限公司 | Generation method, device and the computer-readable medium of work order based on message registration |
| CN108259686A (en) * | 2017-12-28 | 2018-07-06 | 合肥凯捷技术有限公司 | A kind of customer service system based on speech analysis |
| CN108171557A (en) * | 2018-02-13 | 2018-06-15 | 广州小享科技有限公司 | A kind of customer service providing method and its equipment based on seat |
| CN108764937A (en) * | 2018-05-02 | 2018-11-06 | 开源物联网（广州）有限公司 | It can iteration intelligent customer service system |
| WO2019218532A1 (en) * | 2018-05-17 | 2019-11-21 | 平安科技（深圳）有限公司 | Message pushing method and apparatus, electronic device, and storage medium |
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