CN114971652A - Online customer service method, equipment and medium for enterprise purchasing platform - Google Patents
Online customer service method, equipment and medium for enterprise purchasing platform Download PDFInfo
- Publication number
- CN114971652A CN114971652A CN202210529298.XA CN202210529298A CN114971652A CN 114971652 A CN114971652 A CN 114971652A CN 202210529298 A CN202210529298 A CN 202210529298A CN 114971652 A CN114971652 A CN 114971652A
- Authority
- CN
- China
- Prior art keywords
- service
- information
- customer service
- terminal
- enterprise
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000000034 method Methods 0.000 title claims abstract description 52
- 230000008451 emotion Effects 0.000 claims description 33
- 238000011156 evaluation Methods 0.000 claims description 33
- 230000002452 interceptive effect Effects 0.000 claims description 33
- 238000012545 processing Methods 0.000 claims description 22
- 230000011218 segmentation Effects 0.000 claims description 21
- 230000004044 response Effects 0.000 claims description 17
- 230000008909 emotion recognition Effects 0.000 claims description 10
- 230000008901 benefit Effects 0.000 claims description 6
- 238000012549 training Methods 0.000 claims description 4
- 238000012216 screening Methods 0.000 claims description 2
- 230000008569 process Effects 0.000 description 14
- 238000004891 communication Methods 0.000 description 5
- 238000005516 engineering process Methods 0.000 description 3
- 238000011161 development Methods 0.000 description 2
- 230000018109 developmental process Effects 0.000 description 2
- 230000000694 effects Effects 0.000 description 2
- 230000003993 interaction Effects 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 229910000838 Al alloy Inorganic materials 0.000 description 1
- 229910000831 Steel Inorganic materials 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 238000010586 diagram Methods 0.000 description 1
- 230000006872 improvement Effects 0.000 description 1
- 239000000463 material Substances 0.000 description 1
- 230000000750 progressive effect Effects 0.000 description 1
- 239000010959 steel Substances 0.000 description 1
Images
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/35—Clustering; Classification
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/20—Natural language analysis
- G06F40/237—Lexical tools
- G06F40/242—Dictionaries
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/30—Semantic analysis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0613—Third-party assisted
Landscapes
- Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- Physics & Mathematics (AREA)
- General Physics & Mathematics (AREA)
- Business, Economics & Management (AREA)
- General Engineering & Computer Science (AREA)
- Artificial Intelligence (AREA)
- Finance (AREA)
- Computational Linguistics (AREA)
- Accounting & Taxation (AREA)
- General Health & Medical Sciences (AREA)
- Health & Medical Sciences (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Marketing (AREA)
- Strategic Management (AREA)
- General Business, Economics & Management (AREA)
- Mathematical Physics (AREA)
- Data Mining & Analysis (AREA)
- Databases & Information Systems (AREA)
- Human Computer Interaction (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The application provides an online customer service method, equipment and medium for an enterprise procurement platform. And identifying the service inquiry request to obtain the information to be responded. And matching the information to be responded with a pre-stored question-answer library. And under the condition that the information to be responded is unsuccessfully matched with the pre-stored question-answer library, determining whether a question-answer group corresponding to the information to be responded exists or not. The business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group. And under the condition that a question-answer group corresponding to the information to be responded does not exist, determining the customer service terminals corresponding to the information to be responded to form a service group. And sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
Description
Technical Field
The application relates to the technical field of internet, in particular to an online customer service method, equipment and medium for an enterprise purchasing platform.
Background
With the development of computer technology, business between enterprises is completed through a network platform, and for the enterprises, the network platform is very important to provide real-time and accurate services.
At present, in the process of purchasing by an enterprise user on a network platform, the enterprise user may need to know about problems related to purchasing on the network platform, or may encounter operational problems of the network platform during purchasing, and these problems may be solved by contacting customer service of the network platform.
On a large network platform serving enterprise purchasing, due to the fact that the number of purchasing enterprises is large, customer service staff of the network platform cannot timely feed back the problems asked by the enterprises, and in such a situation, the enterprises need to wait in a queue. If the customer service personnel can not timely service the purchase order, the purchase order can not be timely completed, loss is brought to a purchasing enterprise, the use experience of a user on a network platform is reduced, and even the normal operation of purchasing business of the enterprise is influenced.
Disclosure of Invention
The embodiment of the application provides an online customer service method, equipment and medium for an enterprise purchasing platform, and is used for solving the technical problem that the customer service of a network platform cannot timely service an enterprise.
In one aspect, the application provides an online customer service method for an enterprise procurement platform, the method comprising:
and receiving a service query request sent by the first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of the user on the network platform. And identifying the service inquiry request to obtain the information to be responded. And matching the information to be responded with a pre-stored question-answer library. And under the condition that the information to be responded is unsuccessfully matched with the pre-stored question-answer library, determining whether a question-answer group corresponding to the information to be responded exists or not. The question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal. The business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group. And under the condition that a question-answer group corresponding to the information to be responded does not exist, determining the customer service terminals corresponding to the information to be responded to form a service group. The service group comprises a plurality of customer service terminals and a first enterprise terminal. And sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
In an implementation manner of the present application, semantic recognition is performed on information to be responded to obtain a problem label. And matching the question labels with a directory set of a pre-stored question-answer library. And under the condition that the question tag is matched with at least one directory in the directory set of the pre-stored question-answer library, obtaining response information according to the historical answer in the directory matched with the question tag so as to determine that the information to be responded is successfully matched with the pre-stored question-answer library.
In an implementation manner of the application, the response information is sent to the first enterprise terminal under the condition that the information to be responded is successfully matched with the pre-stored question-answer library. And acquiring feedback information of the first enterprise terminal within a first preset time. And under the condition that the feedback information is the service query request is not solved, determining that the information to be responded is unsuccessfully matched with a pre-stored question-answer library.
In an implementation manner of the application, account data of a first enterprise terminal corresponding to information to be responded is determined. The account data at least comprises account registration information and historical use information of the first enterprise terminal on the network platform. And determining the corresponding enterprise operation field of the first enterprise terminal according to the account data. And determining a plurality of customer service terminals matched with the enterprise operation field as first customer service terminals according to the enterprise operation field and the service labels of the customer service personnel. And determining whether a question-answer group corresponding to the information to be answered exists in each question-answer group where the first customer service terminal is located.
In an implementation manner of the application, account data of the first enterprise terminal is determined according to the information to be responded. And determining at least one customer service person serving the first enterprise terminal according to the account data of the first enterprise terminal and the service label of the customer service person, and taking the customer service terminal of the at least one customer service person serving the enterprise terminal as a second customer service terminal. Or determining at least one customer service terminal with the current task volume lower than a preset threshold value as a third customer service terminal. And determining the customer service terminals corresponding to the information to be responded based on the second customer service terminal and/or the third customer service terminal to form a service group.
In an implementation manner of the application, after the customer service terminal responds to the service query request, the information to be evaluated is sent to the first enterprise terminal. The evaluation information is used for evaluating the customer service staff corresponding to the customer service terminal. And receiving evaluation information sent by the first enterprise terminal, and performing word segmentation processing on the evaluation information. And determining the evaluation label in the evaluation information after word segmentation processing. The evaluation labels describe customer service personnel, and at least comprise advantage labels and disadvantage labels. And converting the evaluation label into a service label of the customer service staff according to a preset rule, and storing the converted evaluation label in account data of the customer service staff.
In an implementation manner of the application, interaction data of a first enterprise terminal and a customer service terminal in a service group is acquired. And performing word segmentation processing on the interactive data. And inputting the interactive data after word segmentation processing into a pre-trained emotion recognition model to obtain the emotion label of the first enterprise terminal. The emotion recognition model is obtained by training according to dictionary data crawled by crawler software and used for outputting interactive data after word segmentation processing and corresponding emotion labels of the first enterprise terminal. And under the condition that the type of the emotion tag of the first enterprise terminal is a negative tag, according to the service tag of each customer service person corresponding to each customer service terminal in the service group, taking the customer service person who excels in processing the negative emotion in the service tag as the emotion intervention customer service so as to relieve the negative emotion of the first enterprise terminal. And generating and sending second prompt information to a customer service terminal corresponding to the emotion intervention customer service, so that the emotion intervention customer service responds to the service query request sent by the first enterprise terminal.
In an implementation manner of the present application, after the customer service terminal responds to the service query request, it is determined whether the service group has the service query request from other enterprise terminals within a preset time. And in the preset time, under the condition that the service group does not have service query requests from other enterprise terminals, screening the interactive data of the service group, and storing the screened interactive data in a pre-stored question-answer library. And disassociating the service group.
On the other hand, this application provides an online customer service equipment to enterprise purchase platform, and this equipment includes:
at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to:
and receiving a service query request sent by the first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of the user on the network platform. And identifying the service inquiry request to obtain the information to be responded. And matching the information to be responded with a pre-stored question-answer library. And under the condition that the information to be responded is unsuccessfully matched with the pre-stored question-answer library, determining whether a question-answer group corresponding to the information to be responded exists or not. The question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal. The business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group. And under the condition that a question-answer group corresponding to the information to be responded does not exist, determining the customer service terminals corresponding to the information to be responded to form a service group. The service group comprises a plurality of customer service terminals and a first enterprise terminal. And sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
In yet another aspect, the present application provides a non-transitory computer storage medium for online customer service for an enterprise procurement platform, storing computer-executable instructions configured to:
and receiving a service query request sent by the first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of the user on the network platform. And identifying the service inquiry request to obtain the information to be responded. And matching the information to be responded with a pre-stored question-answer library. And under the condition that the information to be responded is unsuccessfully matched with the pre-stored question-answer library, determining whether a question-answer group corresponding to the information to be responded exists or not. The question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal. The business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group. And under the condition that a question-answer group corresponding to the information to be responded does not exist, determining the customer service terminals corresponding to the information to be responded to form a service group. The service group comprises a plurality of customer service terminals and a first enterprise terminal. And sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
Through the scheme, the customer service terminal can timely process the service query request sent by the enterprise terminal, so that the enterprise terminal is prevented from waiting for a long time when the enterprise terminal needs help, and the experience of a user in using a network platform is improved. Furthermore, the efficiency of the business user in the transaction on the network platform can be ensured, and more efficient service is provided for the business user.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:
fig. 1 is a schematic flow chart of an online customer service method for an enterprise procurement platform according to an embodiment of the application;
FIG. 2 is a schematic flow chart illustrating an online customer service method for an enterprise procurement platform according to an embodiment of the application;
FIG. 3 is a schematic flow chart illustrating an online customer service method for an enterprise procurement platform according to an embodiment of the application;
fig. 4 is a schematic structural diagram of an online customer service device for an enterprise procurement platform in the embodiment of the present application.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be described in detail and completely with reference to the following specific embodiments of the present application and the accompanying drawings. It should be apparent that the described embodiments are only some of the embodiments of the present application, and 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.
With the development of network technology, the ways of online trade, online shopping and the like improve the life quality and the work efficiency of people. When a problem occurs in the online transaction process, if the problem is solved without assistance, troubles may be caused to the normal use of enterprise users, and the working efficiency of the users is affected.
Generally, a website has special customer service staff to solve the problem provided by the enterprise user, but the number of website users is large, the problem of the enterprise user is very various, and users without relevant professional knowledge may not provide quick and effective solution to the problem provided by the enterprise user. In order to provide better use experience for enterprise users and improve the work efficiency of the users on websites, an online customer service method for an enterprise purchasing platform is urgently needed.
Based on the above, the embodiment of the application provides an online customer service method, device and medium for an enterprise purchasing platform, which are used for providing effective services for enterprise users in time and improving the use experience of the enterprise users.
Various embodiments of the present application are described in detail below with reference to the accompanying drawings.
An embodiment of the present application provides an online customer service method for an enterprise procurement platform, and as shown in fig. 1, the method may include steps S101 to S103:
s101, a server receives a service query request sent by a first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of a user on a network platform.
In the embodiment of the application, the first enterprise terminal can trigger the contact interface of the customer service personnel who contact the online customer service in any way such as clicking or sliding in the process of logging in and using the network platform. In the contact interface of the first enterprise terminal, a user can input characters, voice, images and the like as a service query request, and the service query request is sent to the server through the first enterprise terminal. The server may analyze and identify the received service query request to serve the first enterprise terminal through step S102.
For example, the first enterprise terminal a, according to the click operation of the user a, the server and the first enterprise terminal a may establish a communication connection for the online customer service. In the communication connection, the first enterprise terminal a may send a service query request required by the server, where the service query request is specifically, for example, unsuccessful in information uploading identification in the interface x of the network platform, and the like.
The above-mentioned contact interface for triggering contact online customer service is only an exemplary way, and the enterprise terminal and the online customer service may also establish communication connection through other ways. The first enterprise terminal may be a computer, a mobile phone, or other devices, and this application is not limited thereto. Moreover, the first enterprise terminal is any enterprise terminal which provides services by the server after sending the service inquiry request.
The server is only an exemplary execution subject of the online customer service method for the enterprise procurement platform, and the execution subject is not limited to the server, and this application is not particularly limited thereto.
S102, the server identifies the service inquiry request to obtain the information to be responded.
In the embodiment of the application, after receiving the service query request, the server can identify the service query request in a manner such as character recognition, voice recognition and image recognition, and determine the information to be responded corresponding to the service query request according to the identification result.
Specifically, for example, if the service query request is unsuccessful in information uploading identification in the interface x, the server may determine that the service query request corresponds to text information, perform text identification on the service query request, and if the service query request is image information, perform image identification on the service query request. After the server identifies the words of the service query request, keywords corresponding to the service query request, such as "interface x" and "upload", can be obtained, and the keywords are used as information to be responded.
S103, the server matches the information to be responded with a pre-stored question-answer library.
The server can acquire the communication data of the enterprise terminal and the customer service through the historical use record of the network or the network platform, and store the communication data of the enterprise terminal and the customer service in a pre-stored question-answering library.
After the server identifies the service inquiry request and obtains the information to be responded, the server can match the information to be responded with the data in the pre-stored question-answer library to determine whether the information to be responded is recorded in the server.
By setting the pre-stored question-answer library, the response efficiency of the business query request of the enterprise terminal can be accelerated, and the enterprise terminal is provided with more convenient question answering service.
In an embodiment of the present application, the matching process of the information to be responded and the pre-stored question-answer library, as shown in fig. 2, specifically includes the following steps:
s201, the server carries out semantic recognition on the information to be responded to obtain a problem label.
The server carries out semantic recognition on the information to be responded, if the information to be responded is 'PDF document can not be uploaded on an interface x', the information to be responded is recognized and processed through the semantic recognition, and the problem label can be obtained as follows: documents cannot be uploaded or PDF uploaded.
In order to improve the identification of the information to be responded, the problem label can be related to labels such as the business field of the enterprise terminal of the network platform, the sold products and the like before being preset. The problem label is generated by the information to be answered after semantic recognition, and in a general customer service system, as the parts of speech of the language description are the same or similar, the solution provided for the customer is not accurate after the customer puts forward the problem, and even the customer answers an unsophisticated question. In order to avoid the problems, the method and the device have the advantages that the semantic recognition is carried out on the information to be responded, the problem label corresponding to the identified information to be responded is generated, and the efficiency of the service enterprise terminal is ensured simply, conveniently and quickly.
S202, the server matches the question labels with a directory set of a pre-stored question-answer library.
The directory set of the pre-stored question-answer library comprises a plurality of directories, and the directories correspond to a plurality of historical answers.
The server matches the question labels with a directory set of a pre-stored question-answer library, and a plurality of different directories can exist in the directory set of the pre-stored question-answer library.
The catalog can be similar to a book catalog, and specifically, if the problem label is "website operation" or "upload information", the server can search in the catalog set according to the problem label. A directory of website operations is found under which there may be a subdirectory of "upload information".
S203, under the condition that the question label is matched with at least one directory in the directory set of the pre-stored question-answer library, the server obtains response information according to the historical answer in the directory matched with the question label so as to determine that the information to be responded is successfully matched with the pre-stored question-answer library.
After the server matches the question tags in a directory set of a pre-stored question-and-answer library, the server can solve a plurality of historical solutions corresponding to the question tags. Among the historical solutions, the historical solution adoption degree can be used for quantifying the acceptance degree of the questioner for the historical solutions. The adoption degree of the historical solution can be obtained by evaluating or scoring the historical solution according to the enterprise terminal after the historical solution is provided for the corresponding enterprise terminal. If the answer Y is sent to the enterprise terminal U, the enterprise terminal U can score the answer Y for 9 points, another enterprise terminal I can score the answer Y for 8 points, and the historical answer adoption degree is 8.5.
In practical use, the historical solutions are accurate but long, the historical solutions are not detailed enough, and the like, and the degrees of adoption of the two historical solutions are probably lower than that of the historical solutions which are correct and concise. According to the adoption degree of the historical solution, the historical solution is provided for the enterprise terminal, and the service efficiency of the enterprise terminal can be improved.
After the history answer with the highest history adoption degree is used as the response information, the matching between the information to be responded and the pre-stored question-answer library is successful. When the question tag does not have a matching directory with a directory in a directory set of a pre-stored question-answer library or does not have a historical answer adopted by the history, and the matching of the information to be answered and the pre-stored question-answer library is unsuccessful, a customer service person who needs online customer service is required to serve the enterprise terminal, and the step S104 is carried out.
And S204, the server sends the response information to the first enterprise terminal under the condition that the information to be responded is successfully matched with the pre-stored question-answer library.
The server sends the response information to the first enterprise terminal, and the enterprise user corresponding to the first enterprise terminal can solve the business query request by checking the response information.
S205, the server acquires feedback information of the first enterprise terminal within a first preset time.
Wherein, the feedback information indicates that the service inquiry request is solved and the service inquiry request is not solved.
After the server sends the response message to the first enterprise terminal, within a first preset time, for example, 1 minute, the server may send a prompt message to the first enterprise terminal, for example, "whether the service query request is resolved", and after the user performs any operation such as clicking or voice input on the first enterprise terminal, the server may receive the feedback message of the first enterprise terminal.
S206, the server determines that the information to be responded is unsuccessfully matched with the pre-stored question-answer library under the condition that the feedback information is that the service query request is not solved.
And sending the response information to the first enterprise terminal by the server, wherein the first enterprise terminal may not recognize the response information, and the first enterprise terminal may send the feedback information which is not solved by the service inquiry request to the server. The server determines the information to be responded corresponding to the business query request of the first enterprise terminal according to the unsolved feedback information of the business query request, the information to be responded is unsuccessfully matched with the pre-stored question-answer library, and then the server executes S104 on the first enterprise terminal.
S104, under the condition that the information to be responded is unsuccessfully matched with a pre-stored question-answer library, the server determines whether a question-answer group corresponding to the information to be responded exists or not.
The question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal; the business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group.
The second enterprise terminal is any enterprise terminal different from the first enterprise terminal, and the first enterprise terminal and the second enterprise terminal are used for distinguishing the enterprise terminals. For the enterprise terminal a, the enterprise terminal a may be a first enterprise terminal or a second enterprise terminal. The second enterprise terminal in the question-and-answer group is an enterprise terminal matched with the business query request of the first enterprise terminal.
It can be stated for the question-answer group that the business query requests of the enterprise terminals are matched in the same question-answer group. The question-answer group is established aiming at the service query request, can be established by the back end of the server and is not displayed in a service query request corresponding interface of the enterprise terminal. It should be further noted that, for the service inquiry request of the customer service terminal in the question-and-answer group for the first enterprise terminal, multiple customer service terminals may reply the answer information, and the server may send the answer information of the customer service terminal to the first enterprise terminal according to the reply speed of the customer service terminal or the grade of the customer service terminal.
In addition, the server determines whether a plurality of question-answer groups may exist in the process of determining whether the question-answer group corresponding to the information to be responded exists, and in another embodiment of the application, the server may further screen and determine the question-answer group by referring to the relevant data of the first enterprise terminal. The method comprises the following specific steps:
firstly, the server determines account data of a first enterprise terminal corresponding to information to be responded. The account data at least comprises account registration information and historical use information of the first enterprise terminal on the network platform.
And secondly, the server determines the enterprise operation field corresponding to the first enterprise terminal according to the account data.
For example, when the first enterprise terminal is registered, the filled account registration information is in the civil engineering industry, aluminum alloy, steel bars and the like are frequently purchased in the historical use information of the first enterprise terminal, and then the enterprise operation field corresponding to the first enterprise terminal is in the building industry.
And thirdly, the server determines a plurality of customer service terminals matched with the enterprise operation field as first customer service terminals according to the enterprise operation field and the service labels of the customer service personnel.
Each customer service person who is online has a service label, and the service label can embody the speciality and the advantage of the customer service person, for example, the service label of the customer service person s is as follows: familiarity, solving negative emotion, understanding the knowledge of high molecular materials, understanding the building industry and the like.
And finally, the server determines whether a question-answer group corresponding to the information to be answered exists in each question-answer group where the first customer service terminal is located.
The server determines the service label of the customer service staff and the enterprise management field of the first enterprise terminal, the matched customer service staff and takes the customer service terminal of the customer service staff as the first customer service terminal. The server determines a question-answer group where the first customer service terminal is located in the time of the service query request of the first enterprise terminal; and determining whether the information to be responded corresponding to the question-answer group where the first customer service terminal is located is consistent with the information to be responded of the first enterprise terminal. And determining a question-answer group according to the matching result, and answering the service inquiry request of the first enterprise terminal in the question-answer group.
S105, under the condition that the question-answer group corresponding to the information to be answered does not exist, the server determines the customer service terminals corresponding to the information to be answered, and a service group is formed.
The service group comprises a plurality of customer service terminals and a first enterprise terminal.
In this embodiment of the application, the server may establish, for the first enterprise terminal, a service group related to the service query request provided by the first enterprise terminal when it is determined that the to-be-responded information corresponding to the service query request sent by the first enterprise terminal does not exist in the corresponding question-and-answer group, and the first enterprise terminal may obtain services of a plurality of customer service terminals in the service group.
In the process of establishing the service group, the present application may be implemented through the following embodiments, which are specifically as follows:
firstly, the server determines account data of a first enterprise terminal according to the information to be responded.
The account data may include: the account registration information and the historical use information of the first enterprise terminal on the network platform can also comprise information provided for a customer service terminal served by the first enterprise terminal in the process of a responded business inquiry request of the first enterprise terminal.
Then, the server determines at least one customer service person who serves the first enterprise terminal according to the account data of the first enterprise terminal and the service label of the customer service person, and takes the customer service terminal of the at least one customer service person who serves the enterprise terminal as a second customer service terminal.
Or the server determines at least one customer service terminal with the current task amount lower than a preset threshold value as a third customer service terminal.
In the embodiment of the application, the server may also provide the first enterprise terminal with the customer service terminal whose task amount is less than a certain task amount, for example, 5 tasks, and each task time is 30 seconds, according to the number of the task amounts of the customer service terminals. The method and the system can avoid that under the busy condition, the second customer service terminal serving the first enterprise terminal cannot respond to the service inquiry request of the first enterprise terminal in time, so that the first enterprise terminal waits for too long time.
And finally, determining the customer service terminals corresponding to the information to be responded based on the second customer service terminal and/or the third customer service terminal to form a service group.
In this embodiment, when the server determines that the number of the second service terminals and/or the third service terminals reaches a certain value, for example, 100 second service terminals and/or third service terminals, the server sends the information to the second service terminal and/or the third service terminal, where the service tag of the service terminal is attached to the service terminal in the technical field of the information to be responded, or sends the information to the second service terminal and/or the third service terminal, and determines whether the second service terminal and/or the third service terminal can respond to the information to be responded.
It should be noted that after the second service terminal and/or the third service terminal are confirmed, the server may confirm a large number of the second service terminals and/or the third service terminals, so that the server needs to screen a sufficient number of the service terminals for establishing the service group, for example, 10 service terminals, and further, for example, 5 service terminals, from the second service terminal and/or the third service terminal.
S106, the server sends first prompt information to the corresponding customer service terminal in the service group, so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
In this embodiment of the application, the first prompt information may be a text prompt, a voice prompt, and the like, and is not limited specifically. After the customer service terminal responds to the service query request sent by the first enterprise terminal, the application can also acquire evaluation from the first enterprise terminal and generate a customer service terminal service label according to the evaluation. The method comprises the following specific steps:
firstly, after the customer service terminal responses the service inquiry request, the server sends information to be evaluated to the first enterprise terminal.
The evaluation information is used for evaluating the customer service staff corresponding to the customer service terminal.
The information to be evaluated, for example, "please evaluate the service for this time", may be obtained by the server after the evaluation of the first enterprise terminal is completed.
And then, the server receives the evaluation information sent by the first enterprise terminal and carries out word segmentation processing on the evaluation information.
The server may be based on word segmentation processing tools such as: THULAC (THU legacy Analyzer for Chinese), Language Technology Platform (LTP), etc.
Next, the server determines an evaluation label in the evaluation information after the word segmentation processing.
The evaluation labels describe customer service personnel, and at least comprise advantage labels and disadvantage labels.
And the server takes the evaluation information after word segmentation processing as an evaluation label. For example: efficient solutions, easy to reach, etc., for example: the solution is not detailed, etc.
And finally, the server converts the evaluation tag into a service tag of the customer service staff according to a preset rule, and stores the converted evaluation tag in account data of the customer service staff.
The server determines the customer service terminal that provides the response for the first enterprise terminal, and the server may determine the evaluation tag that the first enterprise terminal answers the customer service terminal. And converting the evaluation tag into a service tag, and adding the service tag into account data of the customer service terminal providing the answer.
In the process that the enterprise terminal uses the online customer service, the user of the enterprise terminal may have emotion problems in answering the customer service response, the customer service cannot know the emotion of the user of the enterprise terminal in time, the business query request of the enterprise terminal cannot be answered easily, and the effect of achieving half the effort is caused. Because, in another embodiment of the present application, the server may respond to the first enterprise terminal service inquiry request according to the following embodiment, so as to avoid the user of the first enterprise terminal from generating negative emotion. As shown in fig. 3, the method specifically includes steps S301 to S305:
s301, the server obtains interactive data of the first enterprise terminal and the customer service terminals in the service group.
The first enterprise terminal interacts with the customer service terminals in the service group, a large amount of interactive data can be generated by the first enterprise terminal and the customer service terminals in the process of solving the business query request, the server can acquire the interactive data and store the interactive data in an interactive database corresponding to the server, and the server can call the data from the interactive database.
S302, the server carries out word segmentation processing on the interactive data.
The method for performing word segmentation processing on the interactive data may be, for example, performing word segmentation processing on the evaluation information, or may also be performed by adopting other word segmentation processing tools.
And S303, the server inputs the interactive data after word segmentation into a pre-trained emotion recognition model to obtain the emotion label of the first enterprise terminal.
The emotion recognition model is obtained by training according to dictionary data crawled by crawler software and used for outputting interactive data after word segmentation processing and corresponding emotion labels of the first enterprise terminal.
The server can acquire a plurality of interactive data through a crawler tool, such as interactive data disclosed by other transaction platforms, perform word segmentation processing on the interactive data, input the interactive data into the emotion recognition model, and perform continuous training on the emotion recognition model until the emotion recognition model outputs an accurate result. Negative interaction data such as 'not ideal answer' is input, and the emotion recognition model outputs a negative emotion label.
S304, under the condition that the type of the emotion tag of the first enterprise terminal is a negative tag, according to the service tags of the customer service personnel corresponding to the customer service terminals in the service group, the server takes the customer service personnel who are skilled in processing the negative emotion in the service tags as emotion intervention customer service to relieve the negative emotion of the first enterprise terminal.
During the actual use process, the interactive data sent by the first enterprise terminal to the customer service terminal providing the service is processed, and the interactive data expressing the negative emotion reaches a certain amount, such as 10 pieces of information of the negative emotion are sent continuously. And when the client terminal can not relieve the emotion of the user corresponding to the first enterprise terminal, the server can replace the customer service staff to relieve the negative emotion of the first enterprise terminal.
S305, the server generates and sends second prompt information to a customer service terminal corresponding to the emotion intervention customer service, so that the emotion intervention customer service responds to the service query request sent by the first enterprise terminal.
In order to reduce the amount of computation and improve the service efficiency of online customer service, in an embodiment of the present application, the service group may be dispersed within a certain time, specifically as follows:
firstly, after the customer service terminal responds to the service inquiry request, the server determines whether the service group has the service inquiry request from other enterprise terminals within the preset time.
And then, the server screens the interactive data of the service group in a preset time under the condition that the service group does not have service inquiry requests from other enterprise terminals, and stores the screened interactive data in a pre-stored question-answer library.
Because data without reference value exists in the interactive data, the interactive data can be screened, such as data of kay, good and the like in the interactive data, and then removed, and the data in the interactive data are processed in a first step: … …, respectively; the second step is that: … …' and the like, and stores the data in a pre-stored question-answer library, so that when other enterprise terminals send service inquiry requests consistent with the first enterprise terminal, the server provides the data to other enterprise terminals from the pre-stored question-answer library.
Finally, the server disassociates the service group.
Through the scheme, after the enterprise terminal sends the service query request to the server of the online customer service, the service can be provided for the enterprise terminal in time, the service waiting time of the enterprise terminal is reduced, and meanwhile, the situation that the enterprise terminal cannot obtain correct and desirable response, and the use experience of a network platform of a user corresponding to the enterprise terminal is reduced is avoided.
Fig. 4 is an online customer service device for an enterprise procurement platform provided by the present application, and as shown in fig. 4, the device includes:
at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to:
and receiving a service query request sent by the first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of the user on the network platform. And identifying the service inquiry request to obtain the information to be responded. And matching the information to be responded with a pre-stored question-answer library. And under the condition that the information to be responded is unsuccessfully matched with the pre-stored question-answer library, determining whether a question-answer group corresponding to the information to be responded exists or not. The question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal. The business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group. And under the condition that a question-answer group corresponding to the information to be answered does not exist, determining the customer service terminals corresponding to the information to be answered, and forming a service group. The service group comprises a plurality of customer service terminals and a first enterprise terminal. And sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to a service inquiry request sent by the first enterprise terminal.
The present application further provides a non-volatile computer storage medium for online customer service for an enterprise procurement platform, storing computer-executable instructions configured to:
and receiving a service query request sent by the first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of the user on the network platform. And identifying the service inquiry request to obtain the information to be responded. And matching the information to be responded with a pre-stored question-answer library. And under the condition that the information to be responded is unsuccessfully matched with the pre-stored question-answer library, determining whether a question-answer group corresponding to the information to be responded exists or not. The question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal. The business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group. And under the condition that a question-answer group corresponding to the information to be responded does not exist, determining the customer service terminals corresponding to the information to be responded to form a service group. The service group comprises a plurality of customer service terminals and a first enterprise terminal. And sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
The embodiments in the present application are described in a progressive manner, and the same and similar parts among the embodiments can be referred to each other, and each embodiment focuses on differences from other embodiments. In particular, as for the device and medium embodiments, since they are substantially similar to the method embodiments, the description is relatively simple, and reference may be made to the partial description of the method embodiments for relevant points.
The device, the medium and the method provided by the embodiment of the application are in one-to-one correspondence, so the device and the medium also have beneficial technical effects similar to those of the corresponding method.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (10)
1. An online customer service method for an enterprise procurement platform, characterized by comprising:
receiving a service query request sent by a first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of a user on a network platform;
identifying the service inquiry request to obtain information to be responded;
matching the information to be responded with a pre-stored question-answer library;
determining whether a question-answer group corresponding to the information to be answered exists or not under the condition that the information to be answered is unsuccessfully matched with the pre-stored question-answer library; the question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal; the business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group;
under the condition that a question-answer group corresponding to the information to be responded does not exist, determining customer service terminals corresponding to the information to be responded to form a service group; the service group comprises a plurality of customer service terminals and the first enterprise terminal;
and sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
2. The method according to claim 1, wherein matching the information to be responded with a pre-stored question-and-answer library specifically comprises:
performing semantic recognition on the information to be responded to obtain a problem label;
matching the question label with a directory set of the pre-stored question-answer library; the directory set of the pre-stored question-answer library comprises a plurality of directories, and the directories correspond to a plurality of historical answers;
and under the condition that the question tag is matched with at least one directory in the directory set of the pre-stored question-answer library, obtaining response information according to historical answers in the directory matched with the question tag so as to determine that the information to be responded is successfully matched with the pre-stored question-answer library.
3. The method of claim 2, wherein before determining whether there is a question-answer group corresponding to the information to be answered by the service query request, the method further comprises:
under the condition that the information to be responded is successfully matched with the pre-stored question-answer library, sending the response information to the first enterprise terminal;
acquiring feedback information of the first enterprise terminal within a first preset time;
and under the condition that the feedback information is that the service query request is not solved, determining that the information to be responded is unsuccessfully matched with the pre-stored question-answer library.
4. The method according to claim 1, applied to a pre-established network platform, wherein determining whether a question-answer group corresponding to the information to be answered exists specifically comprises:
determining account data of a first enterprise terminal corresponding to the information to be responded; the account data at least comprises account registration information and historical use information of the first enterprise terminal on the network platform;
determining the corresponding enterprise operation field of the first enterprise terminal according to the account data;
determining a plurality of customer service terminals matched with the enterprise operation field as first customer service terminals according to the enterprise operation field and the service labels of the customer service personnel;
and determining whether a question-answer group corresponding to the information to be answered exists in each question-answer group where the first customer service terminal is located.
5. The method according to claim 1, wherein determining the customer service terminals corresponding to the information to be responded to form a service group, specifically comprises:
determining account data of the first enterprise terminal according to the information to be responded;
determining at least one customer service person who serves the first enterprise terminal according to the account data of the first enterprise terminal and the service label of the customer service person, and taking the customer service terminal of the at least one customer service person who serves the enterprise terminal as a second customer service terminal; or
Determining at least one customer service terminal with the current task amount lower than a preset threshold value as a third customer service terminal;
and determining the customer service terminals corresponding to the information to be responded based on the second customer service terminal and/or the third customer service terminal to form the service group.
6. The method of claim 1, wherein after the customer service terminal responds to the service inquiry request sent by the first enterprise terminal, the method further comprises:
after the customer service terminal responds to the service query request, sending information to be evaluated to the first enterprise terminal; the evaluation information is used for evaluating the customer service personnel corresponding to the customer service terminal;
receiving evaluation information sent by the first enterprise terminal, and performing word segmentation processing on the evaluation information;
determining an evaluation label in the evaluation information after word segmentation processing; wherein the evaluation label describes the customer service personnel, and the evaluation label at least comprises an advantage label and a disadvantage label;
and converting the evaluation label into a service label of the customer service staff according to a preset rule, and storing the converted evaluation label in account data of the customer service staff.
7. The method of claim 6, further comprising:
acquiring interactive data of the first enterprise terminal and customer service terminals in the service group;
performing word segmentation processing on the interactive data;
inputting the interactive data after word segmentation into a pre-trained emotion recognition model to obtain an emotion label of the first enterprise terminal; the emotion recognition model is obtained by training according to dictionary data crawled by crawler software and is used for outputting the interactive data after word segmentation processing and corresponding emotion labels of the first enterprise terminal;
under the condition that the type of the emotion tag of the first enterprise terminal is a negative tag, according to the service tag of each customer service person corresponding to each customer service terminal in the service group, taking the customer service person who excels in processing the negative emotion in the service tag as emotion intervention customer service to relieve the negative emotion of the first enterprise terminal;
and generating and sending second prompt information to a customer service terminal corresponding to the emotion intervention customer service, so that the emotion intervention customer service responds to the service query request sent by the first enterprise terminal.
8. The method of claim 6, further comprising:
after the customer service terminal responds to the service inquiry request, determining whether the service group has service inquiry requests from other enterprise terminals within preset time;
in the preset time, under the condition that the service group does not have service query requests from other enterprise terminals, screening interactive data of the service group, and storing the screened interactive data in the pre-stored question-answer library; and
disassociating the service group.
9. An online customer service device for an enterprise procurement platform, characterized in that the device comprises:
at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to:
receiving a service query request sent by a first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of a user on a network platform;
identifying the service inquiry request to obtain information to be responded;
matching the information to be responded with a pre-stored question-answer library;
determining whether a question-answer group corresponding to the information to be answered exists or not under the condition that the information to be answered is unsuccessfully matched with the pre-stored question-answer library; the question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal; the business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group;
under the condition that a question-answer group corresponding to the information to be responded does not exist, determining customer service terminals corresponding to the information to be responded to form a service group; the service group comprises a plurality of customer service terminals and the first enterprise terminal;
and sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
10. A non-transitory computer storage medium for online customer service for an enterprise procurement platform, storing computer-executable instructions, characterized in that the computer-executable instructions are configured to:
receiving a service query request sent by a first enterprise terminal, wherein the service query request is generated by the first enterprise terminal based on the operation of a user on a network platform;
identifying the service inquiry request to obtain information to be responded;
matching the information to be responded with a pre-stored question-answer library;
determining whether a question-answer group corresponding to the information to be answered exists or not under the condition that the information to be answered is unsuccessfully matched with the pre-stored question-answer library; the question-answering group comprises a plurality of customer service terminals and at least one second enterprise terminal; the business query request of the first enterprise terminal is matched with the business query request of the second enterprise terminal in the question-answering group;
under the condition that a question-answer group corresponding to the information to be responded does not exist, determining customer service terminals corresponding to the information to be responded to form a service group; the service group comprises a plurality of customer service terminals and the first enterprise terminal;
and sending first prompt information to a corresponding customer service terminal in the service group so that the customer service terminal responds to the service inquiry request sent by the first enterprise terminal.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202210529298.XA CN114971652A (en) | 2022-05-16 | 2022-05-16 | Online customer service method, equipment and medium for enterprise purchasing platform |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202210529298.XA CN114971652A (en) | 2022-05-16 | 2022-05-16 | Online customer service method, equipment and medium for enterprise purchasing platform |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN114971652A true CN114971652A (en) | 2022-08-30 |
Family
ID=82982552
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202210529298.XA Pending CN114971652A (en) | 2022-05-16 | 2022-05-16 | Online customer service method, equipment and medium for enterprise purchasing platform |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN114971652A (en) |
Citations (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105072173A (en) * | 2015-08-03 | 2015-11-18 | 谌志群 | Customer service method and system for automatically switching between automatic customer service and artificial customer service |
| CN108898907A (en) * | 2018-09-14 | 2018-11-27 | 北京邮电大学 | A kind of online education method and system |
| CN109787885A (en) * | 2019-01-16 | 2019-05-21 | 中民乡邻投资控股有限公司 | A kind of question and answer method of servicing |
| CN109815494A (en) * | 2019-01-16 | 2019-05-28 | 中民乡邻投资控股有限公司 | A kind of question and answer method of servicing based on customer anger |
| CN110597624A (en) * | 2019-08-13 | 2019-12-20 | 深圳壹账通智能科技有限公司 | Communication establishing method and system |
| KR102061893B1 (en) * | 2019-08-18 | 2020-01-06 | 주식회사 알앤디아시아 | Social learning system using question-answering |
| CN111506827A (en) * | 2020-03-18 | 2020-08-07 | 威比网络科技(上海)有限公司 | Salesman question and answer interaction method, platform, equipment and storage medium |
| CN112348397A (en) * | 2020-11-20 | 2021-02-09 | 北京瞰瞰科技有限公司 | Network car booking service evaluation method and system and order dispatching method |
| CN112671984A (en) * | 2020-12-01 | 2021-04-16 | 长沙市到家悠享网络科技有限公司 | Service mode switching method and device, robot customer service and storage medium |
| CN113051386A (en) * | 2021-04-30 | 2021-06-29 | 中国银行股份有限公司 | Adjustment method and device for manual service conversion, electronic equipment and storage medium |
-
2022
- 2022-05-16 CN CN202210529298.XA patent/CN114971652A/en active Pending
Patent Citations (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105072173A (en) * | 2015-08-03 | 2015-11-18 | 谌志群 | Customer service method and system for automatically switching between automatic customer service and artificial customer service |
| CN108898907A (en) * | 2018-09-14 | 2018-11-27 | 北京邮电大学 | A kind of online education method and system |
| CN109787885A (en) * | 2019-01-16 | 2019-05-21 | 中民乡邻投资控股有限公司 | A kind of question and answer method of servicing |
| CN109815494A (en) * | 2019-01-16 | 2019-05-28 | 中民乡邻投资控股有限公司 | A kind of question and answer method of servicing based on customer anger |
| CN110597624A (en) * | 2019-08-13 | 2019-12-20 | 深圳壹账通智能科技有限公司 | Communication establishing method and system |
| KR102061893B1 (en) * | 2019-08-18 | 2020-01-06 | 주식회사 알앤디아시아 | Social learning system using question-answering |
| CN111506827A (en) * | 2020-03-18 | 2020-08-07 | 威比网络科技(上海)有限公司 | Salesman question and answer interaction method, platform, equipment and storage medium |
| CN112348397A (en) * | 2020-11-20 | 2021-02-09 | 北京瞰瞰科技有限公司 | Network car booking service evaluation method and system and order dispatching method |
| CN112671984A (en) * | 2020-12-01 | 2021-04-16 | 长沙市到家悠享网络科技有限公司 | Service mode switching method and device, robot customer service and storage medium |
| CN113051386A (en) * | 2021-04-30 | 2021-06-29 | 中国银行股份有限公司 | Adjustment method and device for manual service conversion, electronic equipment and storage medium |
Non-Patent Citations (1)
| Title |
|---|
| 唐晨馨;彭敏晶;李运蒙;: "网购情感客服机器人研究", 电子商务, no. 05, 15 May 2017 (2017-05-15) * |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US9020138B1 (en) | Targeted issue routing | |
| CN113360622B (en) | User dialogue information processing method and device and computer equipment | |
| CN110580282B (en) | Method and device for interacting with customer service through simulation user | |
| US20190349720A1 (en) | Apparatus and Method for Voice Call Initiated Texting Session | |
| CN111276148A (en) | Return visit method, system and storage medium based on convolutional neural network | |
| CN112966081A (en) | Method, device, equipment and storage medium for processing question and answer information | |
| CN111429157A (en) | Method, device and equipment for evaluating and processing complaint work order and storage medium | |
| US20200374246A1 (en) | Intelligent Apparatus and Method for Responding to Text Messages | |
| CN112364035A (en) | Processing method and device for call record big data, electronic equipment and storage medium | |
| JP2020064418A (en) | FAQ creation support method and FAQ creation support system | |
| CN117251547A (en) | User question response method and device, equipment and medium thereof | |
| CN114817507A (en) | Reply recommendation method, device, equipment and storage medium based on intention recognition | |
| CN111126071A (en) | Method and device for determining questioning text data and data processing method of customer service group | |
| CN113918679A (en) | Knowledge question and answer method and device and engineering machinery | |
| CN113822071A (en) | Background information recommendation method and device, electronic equipment and medium | |
| CN113051389A (en) | Knowledge pushing method and device | |
| CN111984764A (en) | Stream bill reason analysis method and device, computer equipment and readable storage medium | |
| CN114971652A (en) | Online customer service method, equipment and medium for enterprise purchasing platform | |
| CN112288584A (en) | Insurance application processing method and device, computer readable medium and electronic equipment | |
| CN112148939A (en) | Data processing method and device and electronic equipment | |
| CN102855543B (en) | The delivering method of resume and system | |
| CN111291042B (en) | Power data processing system and method for power supply service | |
| JP7298999B2 (en) | Material creation device, material creation system, material creation method and program | |
| CN113706202A (en) | Recall strategy generating method based on low-steady-state user identification and early warning | |
| CN113077288A (en) | Message pushing method and device, computer equipment and computer readable storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |