CN109544183A - A kind of business consultation method and device - Google Patents
A kind of business consultation method and device Download PDFInfo
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- CN109544183A CN109544183A CN201811423929.XA CN201811423929A CN109544183A CN 109544183 A CN109544183 A CN 109544183A CN 201811423929 A CN201811423929 A CN 201811423929A CN 109544183 A CN109544183 A CN 109544183A
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- 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
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Abstract
The embodiment of the present application provides a kind of business consultation method and device, it is related to intelligent customer service technical field, this method comprises: receive user terminal send ask questions after, customer side account is monitored to the answer state asked questions, determine customer side account not in the first preset duration to ask questions reply when, corresponding answer is asked questions described in obtaining from knowledge base, and corresponding answer will be asked questions, user terminal is sent to by customer side account.Therefore when artificial customer service is in leave state, remains to obtain from knowledge base by intelligent customer service and ask questions corresponding answer and be sent to user terminal, to avoid period of reservation of number too long.Secondly intelligent customer service will ask questions corresponding answer and be sent to user terminal by customer side account, therefore from the user's point of view, and being always artificial customer service is answering to asking questions, and avoid user from disliking, improve user experience.
Description
Technical field
The invention relates to intelligent customer service technical field more particularly to a kind of business consultation method and devices.
Background technique
Intelligent customer service robot is a typical case of artificial intelligence, it can substitute the mankind and carry out most question and answer work
Make, not only reduces cost, but also improve work efficiency.But existing intelligent customer service robot and artificial customer service respectively correspond one
A account, receive user propose the problem of when, typically intelligent customer service robot answer, when intelligent customer service robot without
Method turns artificial customer service again and answers when answering.This mode is suffered from the drawback that when turning artificial customer service answer, if artificial customer service
Not online once in a while, allowing user to wait always influences user experience.User knows that other side is intelligent customer service robot when answering, greatly
All compare dislike, thinks directly to turn artificial customer service.
Summary of the invention
Since in existing customer service mode, artificial customer service is not online once in a while, allowing user to wait influences user experience, Yong Huzhi
For pipeline robot the problem of dislike is compared in answer, the embodiment of the present application provides a kind of business consultation method and device.
On the one hand, the embodiment of the present application provides a kind of business consultation method, this method comprises:
Receive asking questions for user terminal transmission；
Customer side account is monitored to the answer state asked questions；
Determine the customer side account not in the first preset duration to it is described ask questions reply when, from knowledge
Corresponding answer is asked questions described in obtaining in library, and is asked questions corresponding answer by described and sent out by the customer side account
It send to the user terminal.
After asking questions receive that user terminal sends, customer side account is monitored to the answer state asked questions,
Therefore in the first preset duration artificial customer service not to ask questions reply when, obtain ask questions from knowledge base in time
Corresponding answer is sent to user terminal, to avoid period of reservation of number too long.Secondly corresponding answer will be asked questions to pass through
Customer side account is sent to user terminal, therefore from the user's point of view, and being always artificial customer service is answering to asking questions, and avoids using
Family dislike, improves user experience.
Optionally, further includes:
Determine the customer side account in first preset duration to it is described ask questions reply when, switch to
Wait state, when a length of second preset duration in the wait state, it is pre- that first preset duration is less than described second
If duration.
Since customer side account is replied to asking questions, illustrate that artificial customer service is online, therefore intelligent customer service end switches to
Wait state avoids intelligent customer service end and bothers session between artificial customer service and user.
Optionally, described to ask questions corresponding answer by described the user terminal is sent to by the customer side account
Later, further includes:
Wait state is switched to, when a length of second preset duration in the wait state, first preset duration
Less than second preset duration.
Optionally, second preset duration is once to listen to the customer side account answer user terminal with newest
Time be starting point determine.
Optionally, described to ask questions corresponding answer by described the user terminal is sent to by the customer side account
Later, further includes:
Monitor asking questions for the user terminal transmission；
It is greater than preset threshold, and the customer side account listening to the quantity asked questions that the user terminal continuously transmits
Number not to it is described continuously transmit ask questions reply when, remind contact staff, or the user is obtained from knowledge base
The corresponding answer that asks questions of newest transmission is held, and the user terminal is sent to by the customer side account.
Optionally, further includes:
The customer side account is obtained to the reply message asked questions；
The knowledge base is updated according to the reply message.
On the other hand, the embodiment of the present application provides a kind of business consultation device, which includes:
Receiving module, for receiving asking questions for user terminal transmission；
Module is monitored, for monitoring customer side account to the answer state asked questions；
Processing module, for determining that the customer side account asks questions progress to described not in the first preset duration
When answer, obtained from knowledge base described in ask questions corresponding answer, and ask questions corresponding answer by described and pass through institute
It states customer side account and is sent to the user terminal.
Optionally, the processing module is also used to:
Determine the customer side account in first preset duration to it is described ask questions reply when, switch to
Wait state, when a length of second preset duration in the wait state, it is pre- that first preset duration is less than described second
If duration.
Optionally, the processing module is also used to:
It asks questions after corresponding answer is sent to the user terminal by the customer side account, switches to by described
Wait state, when a length of second preset duration in the wait state, it is pre- that first preset duration is less than described second
If duration.
Optionally, second preset duration is once to listen to the customer side account answer user terminal with newest
Time be starting point determine.
Optionally, the processing module is also used to:
It is asked questions described after corresponding answer is sent to the user terminal by the customer side account, monitors institute
State asking questions for user terminal transmission；
It is greater than preset threshold, and the customer side account listening to the quantity asked questions that the user terminal continuously transmits
Number not to it is described continuously transmit ask questions reply when, remind contact staff, or the user is obtained from knowledge base
The corresponding answer that asks questions of newest transmission is held, and the user terminal is sent to by the customer side account.
It optionally, further include update module；
The update module is specifically used for:
The customer side account is obtained to the reply message asked questions；
The knowledge base is updated according to the reply message.
In another aspect, the embodiment of the present application provides a kind of terminal device, including at least one processor and at least one
A memory, wherein the memory is stored with computer program, when described program is executed by the processor, so that institute
State the step of processor executes business consultation method.
Another aspect, the embodiment of the present application provide a kind of computer readable storage medium, and being stored with can be set by terminal
The standby computer program executed, when described program is run on the terminal device, so that the processor executes business consultation side
The step of method.
In the embodiment of the present application, after receive that user terminal sends asks questions, customer side account is monitored to asking questions
Answer state, determine customer side account not in the first preset duration to ask questions reply when, obtained from knowledge base
Corresponding answer is asked questions described in taking, and corresponding answer will be asked questions, user terminal is sent to by customer side account.It is right
In asking questions for user terminal, in such a way that artificial customer service is preferentially answered, based on artificial customer service answer, intelligent customer service end is answered
Supplemented by, when artificial customer service is in leave state, intelligent customer service end remain in time from knowledge base obtain ask questions it is corresponding
Answer is sent to user terminal, to avoid period of reservation of number too long.Secondly intelligent customer service end will ask questions corresponding answer
It is sent to user terminal by customer side account, therefore from the user's point of view, being always artificial customer service is answering to asking questions, and keeps away
Exempt from user's dislike, improves user experience.
Detailed description of the invention
To describe the technical solutions in the embodiments of the present invention more clearly, make required in being described below to embodiment
Attached drawing is briefly introduced, it should be apparent that, drawings in the following description are only some embodiments of the invention, for this
For the those of ordinary skill in field, without any creative labor, it can also be obtained according to these attached drawings
His attached drawing.
Fig. 1 is the application scenario diagram that the embodiment of the present application is applicable in；
Fig. 2 is advice window schematic diagram provided by the embodiments of the present application；
Fig. 3 is advice window schematic diagram provided by the embodiments of the present application；
Fig. 4 provides a kind of flow diagram of business consultation method for the embodiment of the present application；
Fig. 5 provides a kind of flow diagram of business consultation method for the embodiment of the present application；
Fig. 6 provides a kind of flow diagram of business consultation method for the embodiment of the present application；
Fig. 7 provides a kind of structural schematic diagram of business consultation device for the embodiment of the present application；
Fig. 8 provides a kind of structural schematic diagram of terminal device for the embodiment of the present application.
Specific embodiment
In order to which the purpose of the present invention, technical solution and beneficial effect is more clearly understood, below in conjunction with attached drawing and implementation
Example, the present invention will be described in further detail.It should be appreciated that specific embodiment described herein is only used to explain this hair
It is bright, it is not intended to limit the present invention.
Business consultation method in the embodiment of the present application can be applied to application scenarios as shown in Figure 1, in the applied field
It include user terminal 101, artificial customer side 102, intelligent customer service end 103, server 104 in scape.Wherein, user terminal 101, artificial visitor
Take end 102, intelligent customer service end 103 is the electronic equipment for having network communications capability, which can be smart phone, flat
Plate computer or portable personal computer etc..User terminal 101 passes through server 104 and artificial customer side 102 and intelligent customer service
103 connection of end.Knowledge base is set in intelligent customer service end 103, when asking questions of user terminal transmission is being received, from knowledge base
Inquiry asks questions corresponding answer.Customer side account can be logged in artificial customer side 102 and intelligent customer service end 103 simultaneously.
Customer side account can be instant messaging account, such as QQ account, wechat account etc..
User clicks the customer service icon in user terminal 101 in merchant web page when needing consultation service, user terminal 101 to
Server 104 sends counsel requests, and server 104 selects a customer side account from the customer side account being in idle condition
Numbers 123456, artificial customer side 102 and intelligent customer service end 103 have logged in the customer side account simultaneously.Based on the customer side account
Establish the consulting session between user terminal 101 and artificial customer side 102, intelligent customer service end 103, the advice window of display is specifically such as
Shown in Fig. 2.User inputted in advice window problem " may I ask the price of instrument A is how many? " after submit, user terminal 101 will be used
Asking questions for family input is sent to server 104.Server 104, which asks questions this, is sent to artificial customer side 102 and intelligence
Customer side account in energy customer side 103.The customer side account at intelligent customer service end 103 receives ask questions after, monitoring is artificial
The customer side account logged in customer side 102 is to the answer state asked questions, if waiting artificial customer service in the first preset duration
The customer side account at end 102 do not answer to asking questions, and intelligent customer service end 103 is obtained from knowledge base to be asked questions
The answer asked questions " 5000 " is then sent to user terminal 101 by customer side account by answer " 5000 yuan ".User terminal
Advice window in 101 shows " 5000 yuan ", specific as shown in Figure 3.
Based on application scenario diagram shown in FIG. 1, the embodiment of the present application provides a kind of business consultation method, the stream of this method
Journey can be executed by business consultation device, and business consultation device can be intelligent customer service end 103 shown in FIG. 1, as shown in figure 4,
The following steps are included:
Step S401 receives asking questions for user terminal transmission.
User terminal can be sent by instant messaging account and be asked questions, such as QQ account, wechat account etc..
Step S402 monitors customer side account to the answer state asked questions.
Customer side account can be instant messaging account, such as QQ account, wechat account etc..The customer side account can be
Artificial customer side and intelligent customer service end log in simultaneously, and can be with synchronization message.Customer side account can reply single user's
It asks questions, it can also be by suggesting that asking questions for all users in group or discussion group is replied by group or discussion group.
Intelligent customer service end and artificial customer side log in same customer side account in advance, in the consulting for receiving user terminal transmission
When problem, whether the customer side account that artificial customer side is first monitored at intelligent customer service end is replied to asking questions.Specifically, may be used
To monitor whether artificial customer side replies to asking questions using the message synchronization mechanism of customer side account.
Illustratively, intelligent customer service end and artificial customer side are set and logs in QQ account, the QQ account at intelligent customer service end simultaneously
It receives when asking questions, waits the first preset duration.If the QQ account of artificial customer side is to consulting in the first preset duration
Problem is replied, the QQ account at intelligent customer service end can the artificial customer service of synchronization gain to the reply message asked questions, because
This determines that artificial customer service is replied to asking questions.If the QQ account of artificial customer side does not have in the first preset duration
Have to ask questions reply when, the reply message that the QQ account at intelligent customer service end does not also just synchronize, it is thus determined that manually
Customer service is not replied to asking questions.
Step S403, determine customer side account not in the first preset duration to ask questions reply when, from knowing
Know to obtain in library and ask questions corresponding answer, and corresponding answer will be asked questions, user is sent to by customer side account
End.
Intelligent customer service end presets knowledge base, include in knowledge base user often mention ask questions and seek advice from and ask
Inscribe corresponding answer.When the customer side account of artificial customer side replies not in the first preset duration to asking questions
When, it according to search knowledge base is asked questions, is obtained from knowledge base and asks questions corresponding answer, then will ask questions correspondence
Answer user terminal is sent to by customer side account.In order to timely respond to asking questions for user, avoid that user waits when
Between it is too long, SmartClient wait the first preset duration be usually arranged as short period, such as 30 seconds.
Optionally, since asking questions of pre-saving of knowledge base asks questions for what user often mentioned, can not cover
All asks questions, and answers the accuracy asked questions and comprehensive, available customer side to improve intelligent customer service end
Account is to the reply message asked questions, then according to reply message more new knowledge base, to constantly enrich knowledge base.
After asking questions receive that user terminal sends, customer side account is monitored to the answer state asked questions,
Therefore in the first preset duration artificial customer service not to ask questions reply when, from knowledge base obtain ask questions correspondence
Answer be sent to user terminal, to avoid period of reservation of number too long.Secondly corresponding answer, which will be asked questions, passes through customer service
End account is sent to user terminal, therefore from the user's point of view, being always artificial customer service is answering to asking questions, and avoids user anti-
Sense, improves user experience.
Optionally, in the above-described embodiments, intelligent customer service end determines customer side account in the first preset duration to consulting
When problem is replied, intelligent customer service end is subsequent to include at least following several embodiments:
In a kind of possible embodiment, intelligent customer service end determines customer side account in the first preset duration to consulting
When problem is replied, wait state is switched to, when a length of second preset duration being waited for, the first preset duration is small
In the second preset duration.
In order to timely respond to asking questions for user, avoid period of reservation of number too long, the first preset duration is generally shorter.
When artificial customer service answers the problem of user seeks advice from the first preset duration, illustrate that artificial customer service is online, in the short time not
It can leave.Due to artificial customer service can answer it is subsequent ask questions, therefore intelligent customer service end does not need to monitor in a relatively short period of time
And asking questions for user's transmission is replied, therefore the second preset duration that intelligent customer service end is waited for is set and is greater than first
Preset duration.
When intelligent customer service end is waited for, the client account in intelligent customer service end receives the consulting that user terminal is sent
Problem, when the customer side account of artificial customer side to ask questions reply when, synchronize the customer side account of artificial customer side
The content of answer.Since the customer side account of artificial customer side asks questions in the first preset duration to what user was put forward for the first time
It is replied, therefore artificial customer service has learned that the consulting session, the problem of rear extended meeting follow-up user's consulting, secondly as
What user was put forward for the first time, which ask questions, is replied, therefore from the user's point of view, artificial customer service be it is online, for subsequent official communication
Inquiry topic, slightly postpones although replying, has no effect on experience, therefore when intelligent customer service end is waited for, if manually
The customer side account of customer side is not replied to asking questions, and the client account in intelligent customer service end does not also ask consulting
Topic is replied.
Illustratively, the first preset duration is set as 30s, and the second preset duration is 30min, and customer side account is QQ account
Number, which logs at intelligent customer service end and artificial customer side simultaneously.The QQ account at intelligent customer service end receives user terminal hair
Send when asking questions, monitor the QQ account of artificial customer side to the recoil state asked questions.When reception asks questions 20s
Afterwards, intelligent customer service end is synchronized the QQ account letter in reply breath of artificial customer side, then illustrates the QQ account of artificial customer side to official communication
Inquiry topic is replied, and intelligent customer service end switches to wait state at this time.Since artificial customer side is answered to asking questions
It is multiple, illustrate that artificial customer service is online, intelligent customer service end switches to wait state, avoids the meeting bothered between artificial customer service and user
Words.After waiting 30 minutes, the QQ account at intelligent customer service end receives asking questions for user terminal transmission, then monitors artificial customer side
QQ account to the recoil state asked questions, after reception asks questions 30s, the QQ account at intelligent customer service end not synchronize people
The QQ account letter in reply of work customer side ceases, then illustrates that the QQ account of artificial customer side is not replied to asking questions, intelligence
Energy customer side is obtained from knowledge base asks questions corresponding answer, and is sent to user terminal by QQ account.This mode is excellent
First in such a way that artificial customer side is answered, when artificial customer side is not online once in a while, consulting is asked by intelligent customer service end in time
It inscribes corresponding answer and is sent to user terminal.
Optionally, above-mentioned second preset duration is to be with the newest time for once listening to customer side account answer user terminal
What starting point determined.
It specifically, is random since user asks questions the required time, it is more likely that will appear user and obtain for the first time
Reply to consulting conversation end time be greater than the second preset duration, at this point, if with customer side account for the first time to ask questions into
The time that row replies is that starting point determines the second preset duration, when will lead to artificial customer service the problem of replying user's consulting, intelligence
The problem of user is also seeked advice from customer side replies, to bother the session between artificial customer service and user.
For this purpose, intelligent customer service end determines the customer side account of artificial customer side when first is default in the embodiment of the present application
In long to ask questions reply when, using customer side account reply the time asked questions as starting point determine second it is default when
It is long.After intelligent customer service end switches to wait state, asking questions for user terminal transmission is received, and continue to monitor artificial customer side
Customer side account listens to the customer side account of artificial customer side and carries out again to asking questions to the answer state asked questions
When answer, the second preset duration is determined as starting point to asking questions the time replied again using customer side account, thus
When ensure that artificial customer service is the problem of replying user's consulting, intelligent customer service end is not replied the problem of user's consulting, is kept away
Session between the artificial customer service of interruption-free and user.
Illustratively, set the second preset duration as 30 minutes, when receive ask questions after, the QQ account at intelligent customer service end
Number it is synchronized the QQ account letter in reply breath of artificial customer side in 9:00, then illustrates the QQ account of artificial customer side in 9:00 to official communication
Inquiry topic is replied, and intelligent customer service end switches to wait state, then starts timing by starting point of 9:00.Intelligent customer service end
QQ account asked questions what 9:01 received that user terminal sends again, answered in the QQ account that 9:02 is synchronized artificial customer side
Multiple information, then intelligent terminal restarts timing by starting point of 9:02.If be not re-synchronised in 9:02 between 9:32
The QQ account letter in reply breath of artificial customer side, then intelligent customer service end terminates wait state.
In alternatively possible embodiment, intelligent customer service end determines customer side account in the first preset duration to official communication
When inquiry topic is replied, asking questions for user terminal transmission is received, judges customer side account whether in the first preset duration
It replies asking questions, if so, receiving asking questions for user terminal transmission again, consulting is otherwise obtained from knowledge base
The answer of problem is simultaneously sent to user terminal by customer side account, circuits sequentially.
In specific implementation, the customer side account of artificial customer side is replied in the first preset duration to asking questions
When, the customer side account at intelligent customer service end can continue to asking questions for user terminal transmission, and then judgement is artificial objective again
Whether the customer side account for taking end replies in the first preset duration to asking questions, in this way can be more in counsel user
And when manually customer service is too busy to do it, the work of artificial customer service is assisted, avoids period of reservation of number too long.
Optionally, in above-mentioned steps S403, intelligent customer service end will ask questions corresponding answer and be sent out by customer side account
It send to user terminal, intelligent customer service end is subsequent to include at least following several embodiments:
In a kind of possible embodiment, intelligent customer service end will ask questions corresponding answer and be sent out by customer side account
It send to user terminal, switches to wait state, when a length of second preset duration being waited for, the first preset duration is small
In the second preset duration.
Specifically, since when user, which is put forward for the first time, to be asked questions, intelligent customer service end will ask questions corresponding answer and pass through
Customer side account is sent to user terminal, therefore from the user's point of view, artificial customer service be it is online, asked questions for subsequent, intelligence
Customer side delay, which is replied, has no effect on experience.Secondly, intelligent customer service end obtained from knowledge base ask questions corresponding answer
Answer or different from artificial customer service, it is not artificial customer service and dislikes in order to avoid user discovers, it is desirable to reduce intelligence
Log-on count between energy customer side and user, therefore, the second preset duration that setting intelligent customer service end is waited for are big
In the first preset duration.When intelligent customer service end is waited for, the client account in intelligent customer service end receives user terminal hair
That send asks questions, when the customer side account of artificial customer side to ask questions reply when, synchronize the visitor of artificial customer side
Take the content of end account answer.When the customer side account of artificial customer side not to ask questions reply when, intelligent customer service
Client account in end is not also replied to asking questions.
Illustratively, the first preset duration is set as 30s, and the second preset duration is 30min, and customer side account is QQ account
Number, which logs at intelligent customer service end and artificial customer side simultaneously.The QQ account at intelligent customer service end receives user terminal hair
Send when asking questions, monitor the QQ account of artificial customer side to the recoil state asked questions.30s is asked questions when receiving
Afterwards, intelligent customer service end does not synchronize the QQ account letter in reply breath of artificial customer side, then illustrates that the QQ account of artificial customer side does not have
Have and replies to asking questions.Intelligent customer service end obtains from knowledge base and asks questions corresponding answer, then passes through QQ account
Number it is sent to user terminal, switches to wait state again later.When setting the waiting time less than 30 minutes, user terminal transmission is received
Ask questions, if the QQ account of artificial customer side to ask questions reply when, synchronize artificial customer side letter in reply breath,
If the QQ account of artificial customer side is not replied to asking questions, the QQ account at intelligent customer service end also not to ask questions into
Row replies.After waiting 30 minutes, intelligent customer service end terminates wait state.The QQ account at intelligent customer service end receives what user terminal was sent
It asks questions, then monitors the QQ account of artificial customer side to the recoil state asked questions, ask questions 30s when receiving
Afterwards, the QQ account at intelligent customer service end does not synchronize the QQ account letter in reply breath of artificial customer side, then illustrates artificial customer side
QQ account is not replied to asking questions, and intelligent customer service end is obtained from knowledge base asks questions corresponding answer, and
User terminal is sent to by QQ account.
Optionally, above-mentioned second preset duration is to be with the newest time for once listening to customer side account answer user terminal
What starting point determined.
Specifically, when intelligent customer service end will ask questions corresponding answer and be sent to user terminal by customer side account, with
The time that account answer in customer side asks questions is that starting point determines the second preset duration.Intelligent customer service end switches to wait state
Afterwards, receive that user terminal sends again asks questions, and listens to the customer side account of artificial customer side and answers to asking questions
It is that starting point redefines second and presets to the time replied is asked questions using the customer side account of artificial customer side when multiple
Duration.
Illustratively, the second preset duration is set as 30 minutes, is asked questions when intelligent customer service end is obtained from knowledge base
After corresponding answer, user terminal is sent to by QQ account in 9:00, intelligent customer service end switches to wait state, then with 9:00
Start timing for starting point.The QQ account at intelligent customer service end is asked questions what 9:01 received that user terminal sends again, in 9:02
It is synchronized the QQ account letter in reply breath of artificial customer side, then intelligent terminal restarts timing by starting point of 9:02.If
9:02 is ceased to the QQ account letter in reply between 9:32, not resynchronized artificial customer side, then intelligent customer service end terminates to wait
State.
In alternatively possible embodiment, intelligent customer service end will ask questions corresponding answer and pass through customer side account
It is sent to after user terminal, what monitoring users end was sent asks questions, in asking questions of listening to that user terminal continuously transmits
Quantity is greater than preset threshold, and when customer side account does not reply asking questions of continuously transmitting, reminds contact staff, or
The newest transmission of user terminal is obtained from knowledge base asks questions corresponding answer, and is sent to user by customer side account
End.
In specific implementation, intelligent customer service end will ask questions corresponding answer by customer side account be sent to user terminal it
Afterwards, the customer side account at intelligent customer service end can continue to asking questions for user terminal transmission, then judge artificial customer side
Customer side account whether reply in the first preset duration to asking questions, if not having, continue to user terminal hair
That send asks questions.When listen to that user terminal continuously transmits asks questions data greater than preset threshold, and artificial customer side
When customer side account does not reply asking questions of continuously transmitting, illustrate that user there are more or more urgent problem needs
Consulting, and artificial customer service is in leave state, at this point it is possible to sending prompting message to artificial customer side reminds contact staff, or
Person obtains the corresponding answer that asks questions of the newest transmission of user terminal from knowledge base, and is sent to user by customer side account
End.
Illustratively, the first preset duration is set as 30s, and preset threshold 3, customer side account is QQ account, the QQ account
It number is logged in simultaneously in intelligent customer service end and artificial customer side.The consulting that the QQ account at intelligent customer service end receives user terminal transmission is asked
When topic, the QQ account of artificial customer side is monitored to the recoil state asked questions.When the QQ account at intelligent customer service end continuously receives
3 ask questions, and receive third and ask questions and do not synchronize the letter that the customer side account of artificial customer side is replied in rear 30s
Breath then sends prompting message to artificial customer side, or obtains third from knowledge base and ask questions corresponding answer, and pass through
QQ account is sent to user terminal, to avoid period of reservation of number too long, promotes the consulting experience of user.
In order to preferably explain the embodiment of the present application, the embodiment of the present application is described below with reference to specific implement scene and is provided
A kind of business consultation method, set intelligent customer service end and artificial customer side and log in customer side QQ simultaneously, the first preset duration is
30s, the second preset duration are 30min.User clicks the customer service figure in the merchant web page of user terminal when needing consultation service
Mark, new consulting session is initiated by user terminal QQ.User inputs in the consulting session window of user terminal ask questions after mention
It hands over, user terminal, which will ask questions, is sent to intelligent customer service end and artificial customer side.The customer side QQ and intelligence visitor of artificial customer side
The customer side QQ for taking end receives when asking questions of user terminal transmission in time point Time0, and artificial visitor is monitored at intelligent customer service end
Whether the customer side QQ for taking end, which responds, asks questions.
In a kind of possible embodiment, as shown in figure 5, time point Time1 (i.e. Time0 and Time0+30s it
Between), intelligent customer service end be synchronized artificial customer side customer side QQ letter in reply breath, then illustrate artificial customer service to ask questions into
Answer is gone, intelligent customer service end switches to wait state at this time, does not reply asking questions for client in wait state.
Intelligent customer service end waits 30 minutes, is set in waiting time and receives asking questions for user terminal transmission again, artificial customer side does not have
There is processing, intelligent customer service end is not also handled, and until Time2 (i.e. Time1+30min), is terminated wait state, is restarted to execute
Above-mentioned process.
In a kind of possible embodiment, as shown in fig. 6, time point Time0 and Time1 (i.e. Time0+30s) it
Between, intelligent customer service end does not synchronize the customer side QQ letter in reply breath of artificial customer side, then illustrates artificial customer service not to consulting
Problem is replied, then intelligent customer service end obtains from knowledge base and asks questions pair i.e. at Time1 time point after waiting 30s
Then the answer answered is sent to user terminal QQ by customer side QQ, and switches to wait state.If time point Time0 and Time1
Between receive ask questions again, intelligent customer service end is not handled, and in arrival time point Time1, is obtained from knowledge base
Received first answer asked questions, is sent to user terminal QQ by customer side QQ.The customer side QQ of artificial customer side is same
Walk the customer side QQ letter in reply breath at intelligent customer service end.Intelligent customer service end waits 30 minutes, is set in waiting time and receives again
What user terminal was sent asks questions, and artificial customer side is not handled, and intelligent customer service end is not also handled, until Time2 (i.e. Time1+
30min), terminate wait state, restart to execute above-mentioned process.
After asking questions receive that user terminal sends, customer side account is monitored to the answer state asked questions,
Therefore in the first preset duration artificial customer service not to ask questions reply when, from knowledge base obtain ask questions correspondence
Answer be sent to user terminal, to avoid period of reservation of number too long.Secondly corresponding answer, which will be asked questions, passes through customer service
End account is sent to user terminal, therefore from the user's point of view, being always artificial customer service is answering to asking questions, and avoids user anti-
Sense, improves user experience.
Based on the same technical idea, the embodiment of the present application provides a kind of business consultation device, as shown in fig. 7, the dress
Setting 700 includes:
Receiving module 701, for receiving asking questions for user terminal transmission；
Module 702 is monitored, for monitoring customer side account to the answer state asked questions；
Processing module 703, for determining that the customer side account does not ask questions in the first preset duration to described
When being replied, obtained from knowledge base described in ask questions corresponding answer, and ask questions corresponding answer by described and lead to
It crosses the customer side account and is sent to the user terminal.
Optionally, the processing module 703 is also used to:
Determine the customer side account in first preset duration to it is described ask questions reply when, switch to
Wait state, when a length of second preset duration in the wait state, it is pre- that first preset duration is less than described second
If duration.
Optionally, the processing module 703 is also used to:
It asks questions after corresponding answer is sent to the user terminal by the customer side account, switches to by described
Wait state, when a length of second preset duration in the wait state, it is pre- that first preset duration is less than described second
If duration.
Optionally, second preset duration is once to listen to the customer side account answer user terminal with newest
Time be starting point determine.
Optionally, the processing module 703 is also used to:
It is asked questions described after corresponding answer is sent to the user terminal by the customer side account, monitors institute
State asking questions for user terminal transmission；
It is greater than preset threshold, and the customer side account listening to the quantity asked questions that the user terminal continuously transmits
Number not to it is described continuously transmit ask questions reply when, remind contact staff, or the user is obtained from knowledge base
The corresponding answer that asks questions of newest transmission is held, and the user terminal is sent to by the customer side account.
It optionally, further include update module 704；
The update module 704 is specifically used for:
The customer side account is obtained to the reply message asked questions；
The knowledge base is updated according to the reply message.
Based on the same technical idea, the embodiment of the present application provides a kind of terminal device, as shown in figure 8, including at least
One processor 801, and the memory 802 connecting at least one processor do not limit processor in the embodiment of the present application
Specific connection medium between 801 and memory 802 is connected as in Fig. 8 by bus between processor 801 and memory 802
Example.Bus can be divided into address bus, data/address bus, control bus etc..
In the embodiment of the present application, memory 802 is stored with the instruction that can be executed by least one processor 801, at least
The instruction that one processor 801 is stored by executing memory 802 can execute institute in the method for installation application program above-mentioned
Include the steps that.
Wherein, processor 801 is the control centre of terminal device, can use various interfaces and connection terminal device
Various pieces, by running or executing the instruction being stored in memory 802 and calling is stored in number in memory 802
According to realize business consultation.Optionally, processor 801 may include one or more processing units, and processor 801 can integrate
Application processor and modem processor, wherein the main processing operation system of application processor, user interface and application program
Deng modem processor mainly handles wireless communication.It is understood that above-mentioned modem processor can not also integrate
Into processor 801.In some embodiments, processor 801 and memory 802 can be realized on the same chip, some
In embodiment, they can also be realized respectively on independent chip.
Processor 801 can be general processor, such as central processing unit (CPU), digital signal processor, dedicated integrated
Circuit (Application Specific Integrated Circuit, ASIC), field programmable gate array or other can
Perhaps transistor logic, discrete hardware components may be implemented or execute the application implementation for programmed logic device, discrete gate
Each method, step and logic diagram disclosed in example.General processor can be microprocessor or any conventional processor
Deng.The step of method in conjunction with disclosed in the embodiment of the present application, can be embodied directly in hardware processor and execute completion, Huo Zheyong
Hardware and software module combination in processor execute completion.
Memory 802 is used as a kind of non-volatile computer readable storage medium storing program for executing, can be used for storing non-volatile software journey
Sequence, non-volatile computer executable program and module.Memory 802 may include the storage medium of at least one type,
It such as may include flash memory, hard disk, multimedia card, card-type memory, random access storage device (Random Access
Memory, RAM), static random-access memory (Static Random Access Memory, SRAM), may be programmed read-only deposit
Reservoir (Programmable Read Only Memory, PROM), read-only memory (Read Only Memory, ROM), band
Electrically erasable programmable read-only memory (Electrically Erasable Programmable Read-Only Memory,
EEPROM), magnetic storage, disk, CD etc..Memory 802 can be used for carrying or storing have instruction or data
The desired program code of structure type and can by any other medium of computer access, but not limited to this.The application is real
Applying the memory 802 in example can also be circuit or other devices that arbitrarily can be realized store function, for storing program
Instruction and/or data.
The terminal device further includes input unit 803, display unit 804, radio frequency unit 805, voicefrequency circuit 806, loudspeaking
Device 807, microphone 808, Wireless Fidelity (Wireless Fidelity, WiFi) module 809, bluetooth module 810, power supply 811,
The components such as external interface 812, earphone jack 813.
Input unit 803 can be used for receiving the input of contact staff.For example, input unit 803 may include touch screen 8031
And other input equipments 8032.Touch screen 8031 collect user on it or nearby touch operation (such as user use
Operation of any suitable object such as finger, joint, stylus on touch screen 8031 or near touch screen 10031), that is, it touches
Screen 8031 can be used for detecting touch pressure and touch input position and touch input area, and drive according to a pre-set procedure
Move corresponding attachment device.Touch screen 8031 can detecte user to the touch control operation of touch screen 8031, and touch control operation is converted
It is sent to processor 801 for touching signals, or is interpreted as that the touch information of touch control operation can be sent to processor 801, and
The order that processor 801 is sent can be received and executed.Touch information at least may include that pressure size information and pressure are held
At least one of continuous duration information.Touch screen 8031 can provide input interface and output circle between terminal device and user
Face.Furthermore, it is possible to realize touch screen 8031 using multiple types such as resistance-type, condenser type, infrared ray and surface acoustic waves.In addition to
Touch screen 8031, input unit 803 can also include other input equipments 8032.For example, other input equipments 8032 can wrap
It includes but is not limited in physical keyboard, function key (such as volume control button, switch key etc.), trace ball, mouse, operating stick etc.
It is one or more.
Display unit 804 can be used for showing information input by user or the information for being supplied to user.Further, it touches
Screen 8031 can cover display unit 804, after touch screen 8031 detects touch control operation on it or nearby, send processing to
Device 801 is with the pressure information of determining touch control operation.In the embodiment of the present application, touch screen 8031 and display unit 804 can be with
It is integrated into a component and realizes the input, output, display function of terminal device.For ease of description, the embodiment of the present application is to touch
It touches and is schematically illustrated for shielding the function set that 8031 represent touch screen 8031 and display unit 804, certainly in certain realities
It applies in example, touch screen 8031 and display unit 804 can also be used as two independent components.
When display unit 804 and touch tablet in the form of layer it is superposed on one another to form touch screen 8031 when, display unit 804
It may be used as input unit and output device, when as output device, be displayed for image, such as displaying target application
The installation interface of program.Display unit 804 may include liquid crystal display (Liquid Crystal Display, LCD), film
Transistor liquid crystal display (TFT-LCD) (Thin Film Transistor Liquid Crystal Display, TFT-LCD), You Jifa
Optical diode (Organic Light Emitting Diode, OLED) display, active matrix organic light-emitting diode
(Active Matrix Organic Light Emitting Diode, AMOLED) display, plane conversion (In-Plane
Switching, IPS) display, flexible display, at least one of 3D display device etc..Some in these displays can
User is allowed to watch from outside to be configured to transparence, this is properly termed as transparent display, according to specific desired implementation
Mode, terminal device may include two or more display units.
Radio frequency unit 805 can be used for receiving and sending messages or communication process in signal send and receive.In general, radio circuit packet
Include but be not limited to antenna, at least one amplifier, transceiver, coupler, low-noise amplifier (Low Noise
Amplifier, LNA), duplexer etc..In addition, radio frequency unit 805 can also by wireless communication with the network equipment and other set
Standby communication.Any communication standard or agreement, including but not limited to global system for mobile communications (Global can be used in wireless communication
System of Mobile communication, GSM), general packet radio service (General Packet Radio
Service, GPRS), CDMA (Code Division Multiple Access, CDMA), wideband code division multiple access
(Wideband Code Division Multiple Access, WCDMA), long term evolution (Long Term Evolution,
LTE), Email, short message service (Short Messaging Service, SMS) etc..
Voicefrequency circuit 806, loudspeaker 807, microphone 808 can provide the audio interface between user and terminal device.Sound
Electric signal after the audio data received conversion can be transferred to loudspeaker 807, be converted to by loudspeaker 807 by frequency circuit 806
Voice signal output.On the other hand, the voice signal of collection is converted to electric signal by microphone 808, is received by voicefrequency circuit 806
After be converted to audio data, then by after the processing of audio data output processor 801, be sent to through radio frequency unit 805 such as another
One electronic equipment, or audio data is exported to memory 802 to be further processed, voicefrequency circuit also may include earphone
Jack 813, for providing the connecting interface between voicefrequency circuit and earphone.
WiFi belongs to short range wireless transmission technology, and terminal device can help user to receive and dispatch electricity by WiFi module 809
Sub- mail, browsing webpage and access streaming video etc., it provides wireless broadband internet access for user.Although Fig. 8 shows
Go out WiFi module 809, but it is understood that, and it is not belonging to must be configured into for terminal device, it completely can be according to need
It to omit within the scope of not changing the essence of the invention.
Bluetooth is a kind of short-distance wireless communication technology.Using Bluetooth technology, it can effectively simplify palm PC, notes
Communication between the mobile communication terminal devices such as this computer and mobile phone also can successfully simplify the above equipment and internet
(Internet) communication between, terminal device transmit the data between terminal device and internet by bluetooth module 810
Become more efficient rapidly, to wirelessly communicate widening road.Bluetooth technology is that by opening for voice-and-data wireless transmission
Putting property scheme.Although Fig. 8 shows WiFi module 809, but it is understood that, and it is not belonging to the necessary structure of terminal device
At can according to need within the scope of not changing the essence of the invention and omit completely.
Terminal device can also include power supply 811 (such as battery), and being used to receive external power is in terminal device
All parts power supply.Preferably, power supply 811 can be logically contiguous by power-supply management system and processor 801, to pass through electricity
Management system realizes the functions such as management charging, electric discharge and power managed.
Terminal device can also include external interface 812, which may include that the Micro USB of standard connects
Mouthful, it also may include multi-pin connector, can be used for connecting terminal device and communicated with other equipment, can be used for connecting
Charger is terminal device charging.
Although being not shown, terminal device can also include other possible functional modules such as camera, flash lamp, herein not
It repeats again.
Based on the same inventive concept, the embodiment of the present application also provides a kind of computer readable storage medium, the readable storage
Media storage has computer instruction, when the computer instruction is run on the terminal device, so that terminal device is executed as aforementioned
Business consultation method the step of.
It should be understood by those skilled in the art that, the embodiment of the present invention can provide as method or computer program product.
Therefore, complete hardware embodiment, complete software embodiment or embodiment combining software and hardware aspects can be used in the present invention
Form.It is deposited moreover, the present invention can be used to can be used in the computer that one or more wherein includes computer usable program code
The shape for the computer program product implemented on storage media (including but not limited to magnetic disk storage, CD-ROM, optical memory etc.)
Formula.
The present invention be referring to according to the method for the embodiment of the present invention, the process of equipment (system) and computer program product
Figure and/or block diagram describe.It should be understood that every one stream in flowchart and/or the block diagram can be realized by computer program instructions
The combination of process and/or box in journey and/or box and flowchart and/or the block diagram.It can provide these computer programs
Instruct the processor of general purpose computer, special purpose computer, Embedded Processor or other programmable data processing devices to produce
A raw machine, so that being generated by the instruction that computer or the processor of other programmable data processing devices execute for real
The device for the function of being specified in present one or more flows of the flowchart and/or one or more blocks of the block diagram.
These computer program instructions, which may also be stored in, is able to guide computer or other programmable data processing devices with spy
Determine in the computer-readable memory that mode works, so that it includes referring to that instruction stored in the computer readable memory, which generates,
Enable the manufacture of device, the command device realize in one box of one or more flows of the flowchart and/or block diagram or
The function of being specified in multiple boxes.
These computer program instructions also can be loaded onto a computer or other programmable data processing device, so that counting
Series of operation steps are executed on calculation machine or other programmable devices to generate computer implemented processing, thus in computer or
The instruction executed on other programmable devices is provided for realizing in one or more flows of the flowchart and/or block diagram one
The step of function of being specified in a box or multiple boxes.
Although preferred embodiments of the present invention have been described, it is created once a person skilled in the art knows basic
Property concept, then additional changes and modifications may be made to these embodiments.So it includes excellent that the following claims are intended to be interpreted as
It selects embodiment and falls into all change and modification of the scope of the invention.
Obviously, various changes and modifications can be made to the invention without departing from essence of the invention by those skilled in the art
Mind and range.In this way, if these modifications and changes of the present invention belongs to the range of the claims in the present invention and its equivalent technologies
Within, then the present invention is also intended to include these modifications and variations.
Claims (14)
1. a kind of business consultation method characterized by comprising
Receive asking questions for user terminal transmission；
Customer side account is monitored to the answer state asked questions；
Determine the customer side account not in the first preset duration to it is described ask questions reply when, from knowledge base
It asks questions corresponding answer described in acquisition, and asks questions corresponding answer by described and be sent to by the customer side account
The user terminal.
2. the method as described in claim 1, which is characterized in that further include:
Determine the customer side account in first preset duration to it is described ask questions reply when, switch to waiting
State, when a length of second preset duration in the wait state, first preset duration be less than described second it is default when
It is long.
3. the method as described in claim 1, which is characterized in that described to ask questions corresponding answer by the visitor for described
End account is taken to be sent to after the user terminal, further includes:
Wait state is switched to, when a length of second preset duration in the wait state, first preset duration is less than
Second preset duration.
4. the method as described in claim 2 to 3 is any, which is characterized in that second preset duration is with newest primary prison
The time for hearing that the customer side account replies the user terminal is what starting point determined.
5. the method as described in claim 1, which is characterized in that described to ask questions corresponding answer by the visitor for described
End account is taken to be sent to after the user terminal, further includes:
Monitor asking questions for the user terminal transmission；
It is greater than preset threshold listening to the quantity asked questions that the user terminal continuously transmits, and the customer side account is not
To it is described continuously transmit ask questions reply when, remind contact staff, or obtain the user terminal most from knowledge base
What is newly sent asks questions corresponding answer, and is sent to the user terminal by the customer side account.
6. the method as described in claim 1, which is characterized in that further include:
The customer side account is obtained to the reply message asked questions；
The knowledge base is updated according to the reply message.
7. a kind of business consultation device characterized by comprising
Receiving module, for receiving asking questions for user terminal transmission；
Module is monitored, for monitoring customer side account to the answer state asked questions；
Processing module, for determining that the customer side account does not reply described ask questions in the first preset duration
When, obtained from knowledge base described in ask questions corresponding answer, and ask questions corresponding answer by described and pass through the visitor
It takes end account and is sent to the user terminal.
8. device as claimed in claim 7, which is characterized in that the processing module is also used to:
Determine the customer side account in first preset duration to it is described ask questions reply when, switch to waiting
State, when a length of second preset duration in the wait state, first preset duration be less than described second it is default when
It is long.
9. device as claimed in claim 7, which is characterized in that the processing module is also used to:
It is asked questions described after corresponding answer is sent to the user terminal by the customer side account, switches to waiting
State, when a length of second preset duration in the wait state, first preset duration be less than described second it is default when
It is long.
10. the device as described in claim 8 to 9 is any, which is characterized in that second preset duration is with newest primary prison
The time for hearing that the customer side account replies the user terminal is what starting point determined.
11. device as claimed in claim 7, which is characterized in that the processing module is also used to:
It is asked questions described after corresponding answer is sent to the user terminal by the customer side account, monitors the use
What family end was sent asks questions；
It is greater than preset threshold listening to the quantity asked questions that the user terminal continuously transmits, and the customer side account is not
To it is described continuously transmit ask questions reply when, remind contact staff, or obtain the user terminal most from knowledge base
What is newly sent asks questions corresponding answer, and is sent to the user terminal by the customer side account.
12. device as claimed in claim 7, which is characterized in that further include update module；
The update module is specifically used for:
The customer side account is obtained to the reply message asked questions；
The knowledge base is updated according to the reply message.
13. a kind of terminal device, which is characterized in that including at least one processor and at least one processor, wherein institute
It states memory and is stored with computer program, when described program is executed by the processor, so that the processor perform claim
It is required that the step of 1~6 any claim the method.
14. a kind of computer readable storage medium, which is characterized in that it is stored with the computer journey that can be executed by terminal device
Sequence, when described program is run on the terminal device, so that the terminal device perform claim requires 1~6 any the method
The step of.
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| CN201811423929.XA CN109544183A (en) | 2018-11-27 | 2018-11-27 | A kind of business consultation method and device |
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| CN201811423929.XA CN109544183A (en) | 2018-11-27 | 2018-11-27 | A kind of business consultation method and device |
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Application publication date: 20190329 |