CN113076400A - Maintenance method of customer service robot - Google Patents
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- CN113076400A CN113076400A CN202110360054.9A CN202110360054A CN113076400A CN 113076400 A CN113076400 A CN 113076400A CN 202110360054 A CN202110360054 A CN 202110360054A CN 113076400 A CN113076400 A CN 113076400A
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Abstract
The invention relates to a maintenance method of a customer service robot, which is applied to the customer service robot and comprises the following steps: firstly, receiving feedback information sent by a user side terminal; then, displaying the feedback information to enable the robot trainer to maintain the customer service robot according to the feedback information; and finally, sending result data to the user side terminal according to the maintenance operation of the robot trainer. Based on this, the feedback information sent by the user through the user side terminal is received, so that the robot trainer can obtain the session result of the user according to the feedback information, the session content does not need to be checked in detail, the session result only needs to be checked, the checking time of the robot trainer is saved, the working efficiency of the robot trainer is improved, and the labor cost of the customer service robot during maintenance is saved.
Description
Technical Field
The invention relates to the technical field of customer service robots, in particular to a maintenance method of a customer service robot.
Background
With the rise of mobile internet, activities such as network transaction and the like are more and more common, in the network transaction process, a user often needs to consult the opposite side for related problems, so that the network consultation amount is larger and larger, and the network consultation answering efficiency is effectively improved due to the appearance of a customer service robot.
In order to make the customer service robot better answer the consultation problem of the user, the customer service robot needs to be maintained. The related art adopts the maintenance mode that: and the robot trainer checks the conversation between the user and the customer service robot one by one, judges whether the answer of the customer service robot is wrong or not, and maintains the customer service robot according to the judgment result.
However, in the practical application process, because the user is not clear of the transaction problem, many meaningless and unclear words exist in the conversation between the user and the customer service robot, so that the robot trainer needs to spend a lot of time to check the meaningless and unclear words in the related art, and the customer service robot in the related art has the problem of high labor cost in maintenance.
Disclosure of Invention
In view of this, a method for maintaining a customer service robot is provided to solve the problem of high labor cost in maintenance of a customer service robot in the related art.
The invention adopts the following technical scheme:
in a first aspect, an embodiment of the present application provides a method for maintaining a customer service robot, which is applied to a customer service robot, and includes:
receiving feedback information sent by a user side terminal;
displaying the feedback information to enable a robot trainer to maintain the customer service robot according to the feedback information;
and sending result data to the user side terminal according to the maintenance operation of the robot trainer.
Further, the sending result data to the user side terminal according to the maintenance operation of the robot trainer includes:
when the robot trainer determines that the feedback information has a practical value, first result data is sent to the user side terminal according to a first operation of the robot trainer;
when the robot trainer determines that the feedback information does not have practical value, second result data are sent to the user side terminal according to second operation of the robot trainer; the maintenance operation includes the first operation and the second operation.
Further, the first result data comprises a judgment result of the feedback information and reward data;
the second result data includes the judgment result.
Further, when the robot trainer determines that the feedback information has a practical value, the method further includes:
and optimizing a knowledge base according to the maintenance operation of the robot trainer.
In a second aspect, an embodiment of the present application further provides another method for maintaining a customer service robot, which is applied to a user side terminal, and includes:
sending feedback information to the customer service robot according to the feedback operation of the user;
and receiving result data sent by the customer service robot.
Further, the feedback operation includes: and clicking a screen area corresponding to the unresolved typeface on the target screen.
By adopting the technical scheme, the customer service robot receives and displays the feedback information sent by the user side terminal, so that a robot trainer maintains the customer service robot according to the feedback information; and then the customer service robot sends result data to the user side terminal according to the maintenance operation of the robot trainer. Based on this, the feedback information sent by the user through the user side terminal is received, so that the robot trainer can obtain the session result of the user according to the feedback information, the session content does not need to be checked in detail, the session result only needs to be checked, the checking time of the robot trainer is saved, the working efficiency of the robot trainer is improved, and the labor cost of the customer service robot during maintenance is saved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a schematic flow chart of a maintenance method for a customer service robot according to an embodiment of the present invention.
Fig. 2 is a schematic flow chart of another maintenance method for a customer service robot according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the technical solutions of the present invention will be described in detail below. It is to be understood that the described embodiments are merely exemplary of the invention, and not restrictive of the full scope of the invention. All other embodiments, which can be derived by a person skilled in the art from the examples given herein without any inventive step, are within the scope of the present invention.
Fig. 1 is a schematic flow chart of a maintenance method for a customer service robot according to an embodiment of the present invention. The maintenance method of the customer service robot of the embodiment is applied to the customer service robot. As shown in fig. 1, a maintenance method for a customer service robot according to an embodiment of the present application includes:
and S11, receiving the feedback information sent by the user side terminal.
And S12, displaying the feedback information so that the robot trainer maintains the customer service robot according to the feedback information.
And S13, sending result data to the user side terminal according to the maintenance operation of the robot trainer.
In detail, in the process of communication between the user and the customer service robot, in some special cases, for example, when the problem of the user cannot be solved or the user has a better suggestion, the user needs to feed back corresponding information to the developer of the customer service robot, so that the developer of the customer service robot maintains the customer service robot according to the feedback information of the user.
In order to improve the feedback problem liveness of the user, the customer service robot sends result data to the user side terminal according to the maintenance operation of the robot trainer after receiving the feedback information. In a specific example, when the robot trainer determines that the feedback information has a practical value, first result data including a judgment result of the feedback information and reward data is transmitted to the user-side terminal according to a first operation of the robot trainer. The reward data may be point data. In another specific example, when the robot trainer determines that the feedback information does not have a practical value, second result data including the determination result is transmitted to the user-side terminal according to a second operation of the robot trainer. The maintenance operation includes the first operation and the second operation.
By adopting the technical scheme, the customer service robot receives and displays the feedback information sent by the user side terminal, so that a robot trainer maintains the customer service robot according to the feedback information; and then the customer service robot sends result data to the user side terminal according to the maintenance operation of the robot trainer. Based on this, the feedback information sent by the user through the user side terminal is received, so that the robot trainer can obtain the session result of the user according to the feedback information, the session content does not need to be checked in detail, the session result only needs to be checked, the checking time of the robot trainer is saved, the working efficiency of the robot trainer is improved, and the labor cost of the customer service robot during maintenance is saved.
Further, when the robot trainer determines that the feedback information has a practical value, the maintenance method for the customer service robot provided by the embodiment of the application further includes:
and optimizing the knowledge base according to the maintenance operation of the robot trainer.
Specifically, the robot trainer can send a data modification instruction or a data generation instruction to the customer service robot according to the feedback information, the customer service robot corrects the relevant data of the knowledge base according to the data modification instruction, and the knowledge base is supplemented according to the data generation instruction.
Fig. 2 is a schematic flow chart of another maintenance method for a customer service robot according to another embodiment of the present invention, where the maintenance method for a customer service robot according to this embodiment is applied to a user-side terminal. As shown in fig. 2, a method for maintaining a customer service robot according to an embodiment of the present application includes:
and S21, sending feedback information to the customer service robot according to the feedback operation of the user.
And S22, receiving result data sent by the customer service robot.
Specifically, when the problem of the user is not solved, the user may send an unresolved instruction to the customer service robot by operating the user-side terminal; or when the user problem is not solved, the user sends an unsolved instruction and the description content of the user on the problem to the customer service robot by operating the user side terminal; the user can also send the user suggestion to the customer service robot by operating the user side terminal when the user communicates with the customer service robot.
Correspondingly, the user side terminal is provided with a problem feedback module and a user suggestion module.
And the user feedback module is used for sending an unsolved instruction and/or the description content of the user on the problem to the customer service robot according to the feedback operation of the user. The user suggestion module is used for sending the user suggestion to the customer service robot according to the suggestion operation of the user.
After the customer service robot receives the feedback information, the robot trainer judges whether the feedback information has practical value, when the robot trainer determines that the feedback information has practical value, first result data are sent to the user side terminal according to first operation of the robot trainer, and the first result data comprise a judgment result and reward data of the feedback information. The reward data may be point data. And when the robot trainer determines that the feedback information has no practical value, second result data is sent to the user side terminal according to a second operation of the robot trainer, and the second result data comprises a judgment result.
By adopting the technical scheme, the feedback information is sent to the customer service robot according to the feedback operation of the user. And receiving result data sent by the customer service robot. So, the user is when exchanging with customer service robot, when the problem is not solved, user feedback problem is supported in this application for user's problem in time obtains solving, and in addition, when user feedback problem, can also learn the feedback result, can also obtain the total mark reward even, so, has improved user's enthusiasm, has increased user's viscidity.
Preferably, the feedback operation includes clicking on a screen area corresponding to the unresolved typeface on the target screen. Therefore, the user can conveniently and quickly send feedback information to the customer service robot through the user side terminal.
It is understood that the same or similar parts in the above embodiments may be mutually referred to, and the same or similar parts in other embodiments may be referred to for the content which is not described in detail in some embodiments.
It should be noted that the terms "first," "second," and the like in the description of the present invention are used for descriptive purposes only and are not to be construed as indicating or implying relative importance. Further, in the description of the present invention, the meaning of "a plurality" means at least two unless otherwise specified.
Any process or method descriptions in flow diagrams or otherwise described herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps of the process, and the scope of the preferred embodiments of the present invention includes additional implementations in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the embodiments of the present invention.
It should be understood that portions of the present invention may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by a suitable instruction execution system. For example, if implemented in hardware, as in another embodiment, any one or combination of the following techniques, which are known in the art, may be used: a discrete logic circuit having a logic gate circuit for implementing a logic function on a data signal, an application specific integrated circuit having an appropriate combinational logic gate circuit, a Programmable Gate Array (PGA), a Field Programmable Gate Array (FPGA), or the like.
It will be understood by those skilled in the art that all or part of the steps carried by the method for implementing the above embodiments may be implemented by hardware related to instructions of a program, which may be stored in a computer readable storage medium, and when the program is executed, the program includes one or a combination of the steps of the method embodiments.
In addition, functional units in the embodiments of the present invention may be integrated into one processing module, or each unit may exist alone physically, or two or more units are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. The integrated module, if implemented in the form of a software functional module and sold or used as a stand-alone product, may also be stored in a computer readable storage medium.
The storage medium mentioned above may be a read-only memory, a magnetic or optical disk, etc.
In the description herein, references to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., mean that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the invention. In this specification, the schematic representations of the terms used above do not necessarily refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples.
Although embodiments of the present invention have been shown and described above, it is understood that the above embodiments are exemplary and should not be construed as limiting the present invention, and that variations, modifications, substitutions and alterations can be made to the above embodiments by those of ordinary skill in the art within the scope of the present invention.
Claims (6)
1. A maintenance method of a customer service robot is applied to the customer service robot and is characterized by comprising the following steps:
receiving feedback information sent by a user side terminal;
displaying the feedback information to enable a robot trainer to maintain the customer service robot according to the feedback information;
and sending result data to the user side terminal according to the maintenance operation of the robot trainer.
2. The maintenance method of a customer service robot according to claim 1, wherein the sending of the result data to the user-side terminal according to the maintenance operation of the robot trainer comprises:
when the robot trainer determines that the feedback information has a practical value, first result data is sent to the user side terminal according to a first operation of the robot trainer;
when the robot trainer determines that the feedback information does not have practical value, second result data are sent to the user side terminal according to second operation of the robot trainer; the maintenance operation includes the first operation and the second operation.
3. The customer service robot maintenance method according to claim 2, wherein the first result data includes a judgment result of the feedback information and reward data;
the second result data includes the judgment result.
4. The service robot maintenance method according to claim 2, when the robot trainer determines that the feedback information has a practical value, further comprising:
and optimizing a knowledge base according to the maintenance operation of the robot trainer.
5. A maintenance method of a customer service robot is applied to a user side terminal, and is characterized by comprising the following steps:
sending feedback information to the customer service robot according to the feedback operation of the user;
and receiving result data sent by the customer service robot.
6. The customer service robot maintenance method of claim 5, wherein the feedback operation comprises: and clicking a screen area corresponding to the unresolved typeface on the target screen.
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| CN202110360054.9A CN113076400A (en) | 2021-04-02 | 2021-04-02 | Maintenance method of customer service robot |
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| CN202110360054.9A CN113076400A (en) | 2021-04-02 | 2021-04-02 | Maintenance method of customer service robot |
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Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| US20100161389A1 (en) * | 2008-12-22 | 2010-06-24 | International Business Machines Corporation | System and method for building knowledgebase for software system |
| CN106844686A (en) * | 2017-01-26 | 2017-06-13 | 武汉奇米网络科技有限公司 | Intelligent customer service question and answer robot and its implementation based on SOLR |
| CN109389425A (en) * | 2018-09-24 | 2019-02-26 | 上海力自高实业有限公司 | A kind of intelligent customer service system of combinatorial artificial and AI |
| CN109446309A (en) * | 2018-10-30 | 2019-03-08 | 天津字节跳动科技有限公司 | Problem feedback method and device |
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2021
- 2021-04-02 CN CN202110360054.9A patent/CN113076400A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20100161389A1 (en) * | 2008-12-22 | 2010-06-24 | International Business Machines Corporation | System and method for building knowledgebase for software system |
| CN106844686A (en) * | 2017-01-26 | 2017-06-13 | 武汉奇米网络科技有限公司 | Intelligent customer service question and answer robot and its implementation based on SOLR |
| CN109389425A (en) * | 2018-09-24 | 2019-02-26 | 上海力自高实业有限公司 | A kind of intelligent customer service system of combinatorial artificial and AI |
| CN109446309A (en) * | 2018-10-30 | 2019-03-08 | 天津字节跳动科技有限公司 | Problem feedback method and device |
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