CN113256097A - Customer service seat switching method and device and electronic equipment - Google Patents
Customer service seat switching method and device and electronic equipment Download PDFInfo
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Abstract
The invention discloses a customer service seat switching method, which comprises the following steps: receiving a plurality of first requests from a plurality of users, wherein the first requests include at least one issue tag initiated by the user; acquiring at least one corresponding service label for processing the problem based on at least one problem label in each first request; dividing the first request to obtain at least one business process based on at least one business label in each first request; and sending at least one service flow of each first request to a first seat or a second seat for processing according to a preset rule, wherein the first seat is an artificial seat, and the second seat is an AI seat.
Description
Technical Field
The application relates to the field of internet, in particular to a method and a device for switching customer service seats and electronic equipment.
Background
At present, under most AI outbound scenes, a user tries to solve the problem of the user through an AI seat, and when the AI seat cannot understand the problem of the user, the user selects to change to a manual seat to continue communication and tries to solve the problem. The problem described by the user may not be understood by the AI agent, and the problem belongs to the scope that the AI agent can solve, and at this time, the resource of the AI agent may be wasted, for example, the user wants to release the binding between the account and the payment account, but the user cannot clearly describe the problem, so that the AI agent cannot recognize and solve the problem, and only the resource of the manual agent is consumed to complete the unbinding operation for the user.
At present, an AI seat and a manual seat are executed in a serial mode, the whole outbound process must firstly pass through the AI seat, and when the AI seat can not understand or solve the problem, the problem is solved by the manual seat. This results in a low utilization of AI agents resources, and once an AI agent is converted to an artificial agent, the AI agent cannot perform any function.
Meanwhile, the problem description behavior of the user is repeated for many times, so that the problem description behavior is described for the AI seat once and also described for the manual seat once, and the time and energy of the user are wasted.
Disclosure of Invention
The technical problem to be solved by the present application is to provide a method, an apparatus, and an electronic device for switching a customer service seat, so as to solve the technical problem that the utilization rate of the existing AI seat resources is low.
In order to achieve the purpose, the following technical scheme is adopted in the application:
in a first aspect, the present application provides a method for switching customer service seats, where the method includes:
receiving a plurality of first requests from a plurality of users, wherein the first requests include at least one issue tag initiated by the user;
acquiring at least one corresponding service label for processing the problem based on at least one problem label in each first request;
dividing the first request to obtain at least one business process based on at least one business label in each first request;
and sending at least one service flow of each first request to a first seat or a second seat for processing according to a preset rule, wherein the first seat is an artificial seat, and the second seat is an AI seat.
In a second aspect, the present application provides a customer service seat switching device, the device comprising:
a first receiving unit, configured to receive a plurality of first requests of a plurality of users, where the first requests include at least one question tag initiated by the user;
a first obtaining unit, configured to obtain, based on at least one question tag in each first request, a corresponding at least one service tag for handling a question;
a second obtaining unit, configured to divide the first request to obtain at least one service flow based on at least one service tag in each of the first requests;
and the first sending unit is used for sending at least one service flow of each first request to a first seat or a second seat for processing according to a preset rule, wherein the first seat is an artificial seat, and the second seat is an AI seat.
In a third aspect, the present application provides an electronic device, which includes a processor and a memory, where the memory stores at least one instruction, at least one program, a set of codes to be executed, or a set of instructions, and the at least one instruction, the at least one program, the set of codes to be executed, or the set of instructions is executed by the processor to implement the customer service seat switching method according to the first aspect.
In a fourth aspect, the present application provides a computer-readable storage medium, where at least one instruction, at least one program, a set of codes to be executed, or a set of instructions is stored in the computer-readable storage medium, and the at least one instruction, the at least one program, the set of codes to be executed, or the set of instructions is executed by a processor to implement the customer service seat switching method according to the first aspect.
The beneficial effect of this application is: the application provides a customer service seat switching method, a customer service seat switching device and electronic equipment, wherein a user request is divided into a plurality of service flows through a problem label and is respectively distributed to a manual seat and/or an AI seat, so that the manual seat and the AI seat can process problems in parallel. The efficiency and the accuracy of the agent side for processing the user problems are improved to a great extent, and the utilization rate of AI agent resources is improved.
Drawings
Fig. 1 is a schematic flowchart of a method for switching a customer service seat according to an embodiment of the present application;
fig. 2 is a schematic structural diagram of a customer service seat switching device according to an embodiment of the present application;
fig. 3 is a schematic structural diagram of an electronic device according to an embodiment of the present application.
Detailed Description
The technical solutions of the present application are further described in detail with reference to the following specific embodiments, and it is obvious that the described embodiments are only a part of the embodiments of the present application, but not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The application provides a customer service seat switching method, a customer service seat switching device and electronic equipment, and aims to solve the technical problem that the utilization rate of the existing AI seat resources is low.
The technical solutions provided by the embodiments of the present application are described in detail below with reference to the accompanying drawings.
Referring to fig. 1, a schematic flow chart of a method for switching a customer service agent according to an embodiment of the present application is shown, where the method includes:
s101, receiving a plurality of first requests of a plurality of users, wherein the first requests comprise at least one question tag initiated by the users;
s102, acquiring at least one corresponding service label for processing the problem based on at least one problem label in each first request;
s103, dividing the first request to obtain at least one service process based on at least one service label in each first request;
and S104, sending at least one service flow of each first request to a first seat or a second seat for processing according to a preset rule, wherein the first seat is an artificial seat, and the second seat is an AI seat.
And for step S104, sending the at least one service flow to the first seat or the second seat for processing according to the preset processing logic of the at least one service flow.
It is understood that the preset processing logic of each business process is to distribute the first request of each user according to n business processes obtained by splitting through a human agent process or an AI agent process, for example, the first request of a user is split into 3 business processes a1, a2 and a3, wherein a1 and a3 are assigned to the AI agent process, and a2 process is assigned to the human agent process, so that the human agent and the AI agent can process problems in parallel. The efficiency and the accuracy of the agent side for processing the user problems are improved to a great extent, and the utilization rate of AI agent resources is improved.
In an embodiment, when at least one service flow of each first request is sent to a first agent for processing, the first agent executes a service logic corresponding to the at least one service flow.
And after receiving the at least one service flow of the first request, the first seat calls a service logic corresponding to the at least one service flow to execute, obtains at least one service result and feeds the at least one service result back to the corresponding user.
In an embodiment, when at least one service flow of each first request is sent to a second agent for processing, the second agent executes a service logic corresponding to the at least one service flow.
And after receiving the at least one service flow of the first request, the second seat calls a service logic corresponding to the at least one service flow to execute, obtain at least one service result and feed back the at least one service result to a corresponding user.
Referring to fig. 2, a schematic structural diagram of a customer service seat switching device according to an embodiment of the present application is shown, where the device includes:
a first receiving unit 201, configured to receive a plurality of first requests of a plurality of users, where the first requests include at least one question tag initiated by the user;
a first obtaining unit 202, configured to obtain, based on at least one question tag in each of the first requests, a corresponding at least one service tag for handling a question;
a second obtaining unit 203, configured to divide the first request to obtain at least one service flow based on at least one service tag in each of the first requests;
a first sending unit 204, configured to send at least one service flow of each first request to a first agent or a second agent for processing according to a preset rule, where the first agent is an artificial agent, and the second agent is an AI agent.
Referring to fig. 3, a schematic structural diagram of an electronic device according to an embodiment of the present application is shown, where the electronic device may include: at least one network interface 302, memory 303, and at least one processor 301. The various components in the electronic device are coupled together by a bus system 304. It will be appreciated that the bus system 304 is used to enable communications among the components. The bus system 304 includes a power bus, a control bus, and a status signal bus in addition to a data bus, but for clarity of illustration, the various buses are labeled as bus system 304 in FIG. 3.
In some embodiments, memory 303 stores elements, executable modules or data structures, or a subset thereof, or an expanded set thereof as follows: an operating system 3031 and application programs 3032.
The operating system 3031 includes various system programs, such as a framework layer, a core library layer, a driver layer, and the like, and is configured to implement various outgoing services and process hardware-based tasks. The application 3032 includes various applications, such as a Media Player (Media Player), a Browser (Browser), and the like, and implements various application services. The program for implementing the method of the embodiment of the present application may be included in an application program.
In the above embodiment, the electronic device further includes: at least one instruction, at least one program, set of codes, or set of instructions stored on the memory 303 that is executable by the processor 301 to perform steps implementing any of the customer service agent switching methods described in embodiments of the present application.
In one embodiment, the present application further provides a computer-readable storage medium, in which at least one instruction, at least one program, a set of codes, or a set of instructions is stored, and when executed by a processor, the at least one instruction, the at least one program, the set of codes, or the set of instructions implements the steps of any of the customer service agent switching methods described in the embodiments of the present application.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above may be implemented by hardware instructions of a computer program, and that the at least one instruction, the at least one program, the code set, or the instruction set may be stored in a non-volatile computer-readable storage medium, and when executed, the at least one instruction, the at least one program, the code set, or the instruction set may implement the steps of any of the mapping methods described in the embodiments of the present application. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
The embodiments of the present application have been described above with reference to the accompanying drawings, but the present application is not limited to the above-described embodiments, which are only illustrative and not restrictive; meanwhile, for a person skilled in the art, according to the idea of the present application, there may be variations in the specific embodiments and the application scope, which are within the protection scope of the present application.
Claims (9)
1. A method for switching customer service seats is characterized by comprising the following steps:
receiving a plurality of first requests from a plurality of users, wherein the first requests include at least one issue tag initiated by the user;
acquiring at least one corresponding service label for processing the problem based on at least one problem label in each first request;
dividing the first request to obtain at least one business process based on at least one business label in each first request;
and sending at least one service flow of each first request to a first seat or a second seat for processing according to a preset rule, wherein the first seat is an artificial seat, and the second seat is an AI seat.
2. The method according to claim 1, wherein the at least one business process is sent to the first agent or the second agent for processing according to a preset processing logic of the at least one business process.
3. The method according to claim 2, wherein when at least one service flow of each first request is sent to a first agent for processing, the first agent executes a service logic corresponding to the at least one service flow.
4. The customer service agent switching method according to claim 2, wherein when at least one service flow of each first request is sent to a second agent for processing, the second agent executes a service logic corresponding to the at least one service flow.
5. The customer service agent switching method according to claim 3, wherein after the first agent receives at least one service flow of the first request, the first agent invokes a service logic corresponding to the at least one service flow to execute and obtain at least one service result, and then feeds the at least one service result back to a corresponding user.
6. The customer service agent switching method according to claim 4, wherein after the second agent receives at least one service flow of the first request, the second agent invokes a service logic corresponding to the at least one service flow to execute and obtain at least one service result, and then feeds the at least one service result back to a corresponding user.
7. A customer service seat switching device is characterized by comprising:
a first receiving unit, configured to receive a plurality of first requests of a plurality of users, where the first requests include at least one question tag initiated by the user;
a first obtaining unit, configured to obtain, based on at least one question tag in each first request, a corresponding at least one service tag for handling a question;
a second obtaining unit, configured to divide the first request to obtain at least one service flow based on at least one service tag in each of the first requests;
and the first sending unit is used for sending at least one service flow of each first request to a first seat or a second seat for processing according to a preset rule, wherein the first seat is an artificial seat, and the second seat is an AI seat.
8. An electronic device, comprising a processor and a memory, wherein the memory stores at least one instruction, at least one program, a set of codes or a set of instructions, and the at least one instruction, the at least one program, the set of codes or the set of instructions is executed by the processor to implement the method for switching customer service seats according to any one of claims 1 to 6.
9. A computer-readable storage medium having stored thereon at least one instruction, at least one program, a set of code, or a set of instructions, the at least one instruction, the at least one program, the set of code, or the set of instructions being executable by a processor to implement the method of customer service agent switching according to any one of claims 1-6.
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| CN202110539857.0A CN113256097A (en) | 2021-05-18 | 2021-05-18 | Customer service seat switching method and device and electronic equipment |
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| CN202110539857.0A CN113256097A (en) | 2021-05-18 | 2021-05-18 | Customer service seat switching method and device and electronic equipment |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113723976A (en) * | 2021-09-14 | 2021-11-30 | 浙江百应科技有限公司 | Intelligent receiving method and device and electronic equipment |
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