CN114979723B - Virtual intelligent customer service method, device, electronic device and storage medium - Google Patents
Virtual intelligent customer service method, device, electronic device and storage medium Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/254—Management at additional data server, e.g. shopping server, rights management server
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- H—ELECTRICITY
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/47—End-user applications
- H04N21/488—Data services, e.g. news ticker
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- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
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Abstract
The application relates to a virtual intelligent customer service method, a device, an electronic device and a storage medium, wherein the method comprises the following steps: acquiring consultation information by using screen equipment, and transmitting the consultation information to a cloud server; receiving customer service video in a first client matched with the consultation information from a cloud server to provide video customer service; the picture of the customer service video has the virtual image of customer service personnel; the application solves the problem that the customer service of the screen equipment direct connection customer service center can not be provided in time in the related technology, and the intelligent degree of the customer service is low, and the first client can be automatically and intelligently matched based on the consultation information, so that the intelligent customer service is realized, and the intelligent degree is improved.
Description
Technical Field
The application relates to the technical field of intelligent customer service, in particular to a virtual intelligent customer service method, a device, an electronic device and a storage medium.
Background
Customer service can help the user solve the problem fast and conveniently, and the customer service scheme provided by traditional screen equipment is: the screen device is provided with a customer service option, and a customer service telephone of a customer service center is arranged under the customer service option, so that a user dials a corresponding customer service telephone to provide customer service. The proposal has the defects that customer telephones are only provided, customer service of screen equipment directly connected with a customer service center cannot be provided in time, and the intelligent degree of the customer service is low.
Aiming at the problem that customer service of a screen device directly connected with a customer service center cannot be provided in time in the related art, the intelligent degree of the customer service is low, and an effective solution is not provided at present.
Disclosure of Invention
The embodiment provides a virtual intelligent customer service method, device, electronic device and storage medium, so as to solve the problem that customer service of a screen device directly connected with a customer service center cannot be provided in time in the related technology, and the intelligent degree of the customer service is low.
In a first aspect, in this embodiment, a virtual intelligent customer service method is provided, which is applicable to a screen device of a merchant, and the method includes:
acquiring consultation information through the screen equipment, and transmitting the consultation information to a cloud server;
receiving customer service video in a first client matched with the consultation information from the cloud server to provide video customer service; the pictures of the customer service video have the virtual images of customer service personnel.
In some of these embodiments, the method further comprises:
marking each client according to the service labels and weights in the preset service tree.
In some of these embodiments, the method further comprises:
in a cloud service end, receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining the matched first client according to the matched weight of the service label;
and pushing the customer service video of the first client which starts the video customer service to the screen equipment.
In some of these embodiments, the method further comprises:
in a cloud service end, receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining the matched first client according to the matched weight of the service label;
and pushing the customer service video of the first client which starts the video customer service to the screen equipment.
In some of these embodiments, the method further comprises:
monitoring the consultation information in real time in the process of providing the video customer service, and judging whether the consultation information relates to a second client;
and if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information to the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
In some of these embodiments, the method further comprises:
in the first client or the second client, when the video customer service is started, a customer service video is generated in real time, and an internal camera device is utilized to drive the virtual image of a customer service person in a picture of the customer service video.
In some of these embodiments, the method further comprises:
and acquiring evaluation information of the clients, and updating the weight of each client based on the evaluation information.
In a second aspect, in this embodiment, a virtual intelligent customer service apparatus is provided, including a screen device; the screen device comprises an acquisition module and a service module;
the acquisition module is used for acquiring the consultation information by using the screen equipment and transmitting the consultation information to the cloud server;
the service module is used for receiving customer service videos in the first client matched with the consultation information from the cloud server so as to provide video customer service; the pictures of the customer service video have the virtual images of customer service personnel.
In a third aspect, in this embodiment, there is provided an electronic device, including a memory, a processor, and a computer program stored on the memory and capable of running on the processor, where the processor implements the virtual intelligent customer service method according to the first aspect.
In a fourth aspect, in this embodiment, there is provided a storage medium having stored thereon a computer program that, when executed by a processor, implements the virtual intelligent customer service method described in the first aspect above.
Compared with the related art, the virtual intelligent customer service method, the device, the electronic device and the storage medium provided in the embodiment acquire the consultation information by using the screen equipment and transmit the consultation information to the cloud server; receiving customer service video in a first client matched with the consultation information from a cloud server to provide video customer service; the picture of the customer service video has the virtual image of customer service personnel; the intelligent customer service system solves the problem that customer service of a screen device direct-connection customer service center cannot be provided in time in the related art, and the intelligent degree of the customer service is low, and can automatically and intelligently match a first client based on consultation information, so that the intelligent customer service is realized, and the intelligent degree is improved.
The details of one or more embodiments of the application are set forth in the accompanying drawings and the description below to provide a more thorough understanding of the other features, objects, and advantages of the application.
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 specification, illustrate embodiments of the application and together with the description serve to explain the application and do not constitute a limitation on the application. In the drawings:
FIG. 1 is a flow chart of a virtual intelligent customer service method according to an embodiment of the present application;
FIG. 2 is a flow chart of a virtual intelligent customer service method according to another embodiment of the present application;
FIG. 3 is a block diagram of a virtual intelligent customer service device according to an embodiment of the present application;
fig. 4 is a block diagram of a virtual intelligent customer service platform according to an embodiment of the present application.
In the figure: 101. an acquisition module; 102. a service module; 41. a screen device; 42. cloud service end; 43. and a client.
Detailed Description
The present application will be described and illustrated with reference to the accompanying drawings and examples for a clearer understanding of the objects, technical solutions and advantages of the present application.
Unless defined otherwise, technical or scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs. The terms "a," "an," "the," "these" and similar terms in this application are not intended to be limiting in number, but may be singular or plural. The terms "comprising," "including," "having," and any variations thereof, as used herein, are intended to encompass non-exclusive inclusion; for example, a process, method, and system, article, or apparatus that comprises a list of steps or modules (units) is not limited to the list of steps or modules (units), but may include other steps or modules (units) not listed or inherent to such process, method, article, or apparatus. The terms "connected," "coupled," and the like in this disclosure are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect. The term "plurality" as used herein means two or more. "and/or" describes an association relationship of an association object, meaning that there may be three relationships, e.g., "a and/or B" may mean: a exists alone, A and B exist together, and B exists alone. Typically, the character "/" indicates that the associated object is an "or" relationship. The terms "first," "second," "third," and the like, as referred to in this disclosure, merely distinguish similar objects and do not represent a particular ordering for objects.
In this embodiment, a virtual intelligent customer service method is provided, and fig. 1 is a flowchart of the virtual intelligent customer service method in this embodiment, as shown in fig. 1, where the flowchart includes the following steps:
step S101, acquiring consultation information by using screen equipment, and transmitting the consultation information to a cloud server;
step S102, receiving customer service video in a first client matched with consultation information from a cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
The shopping center is provided with a customer service center and screen equipment; the customer service center is generally provided with customer service personnel; the user of the shopping center only needs to input consultation information through the screen device, and the customer service center can provide corresponding customer service without the need of the user to specially seek a path to the customer service center. The screen device can be arranged beside an elevator of a shopping center, at an entrance, an exit and other places convenient for a user to use, and the user can input consultation information through a human-computer interaction interface of the screen device, wherein the consultation information can be text information or voice information. Wherein, the screen device refers to a device with a screen; including but not limited to a guide device, an advertisement delivery guide device, etc.
Acquiring consultation information in the screen equipment, and transmitting the consultation information to a cloud server; and receiving customer service video in the first client matched with the consultation information from the cloud server to provide video customer service. Wherein, the first client: may be a mobile terminal, a fixed terminal, or a portable terminal, such as a mobile handset, a site, a unit, a device, a multimedia computer, a multimedia tablet, an internet node, a communicator, a desktop computer, a laptop computer, a notebook computer, a netbook computer, a tablet computer, a Personal Communications System (PCS) device, a personal navigation device, a Personal Digital Assistant (PDA), an audio/video player, a digital camera/camcorder, a positioning device, a television receiver, a radio broadcast receiver, an electronic book device, a game device, or any combination thereof, including the accessories and peripherals of these devices, or any combination thereof. Such as: the first client is a tablet computer, each tablet computer is allocated to a special customer service, and then the tablet computer can be matched according to the consultation information, so that the corresponding customer service provides real-time video customer service through video communication between the tablet computer and the screen device. The video customer service picture has the virtual image of customer service staff, so that the convenience and experience of the user for solving the demands can be greatly improved, and the operation and management cost of the customer service staff cultivated in the shopping center can be reduced. Here, the implementation of the other first clients is not explained in one-to-one manner.
Through the steps, the first client can be automatically and intelligently matched based on the consultation information, so that intelligent customer service is realized, and the intelligent degree is improved; the convenience and experience of the user for solving the demands are greatly improved, and meanwhile, the operation and management cost of the shopping center for culturing customer service staff can be reduced; therefore, the problem that customer service of the screen equipment directly connected with the customer service center cannot be provided in time in the related technology is solved, and the intelligent degree of the customer service is low.
In some of these embodiments, the virtual intelligent customer service method further comprises the steps of:
marking each client according to the service labels and weights in the preset service tree.
Specifically, the service tree is preset by classifying according to the service responsible by different customer service personnel. Such as: the first client A corresponds to customer service A; the label corresponding to the customer service A is provided with a membership card; the weight is 1. The first client B corresponds to customer service B; the labels corresponding to the customer service B are recharging, membership preferential and card supplementing; the weight is 1. The first client C corresponds to customer service C; the labels corresponding to the customer service C are provided with card supplementing and binding exchanging; the weight is 1. Wherein, the membership card, recharging, membership preferential and supplementary cards are father nodes; and changing the binding into child nodes of the complementary card. Each first client has an initial weight of 1. The weights are updated in a subsequent service process, and when the clients are subsequently matched, the weights are matched based on the updated weights. The specific updating process of the weight can be as follows: and acquiring evaluation information of the clients, and updating the weight of each client based on the evaluation information. Such as: poor scoring may result in lower weights and good scoring may result in higher weights.
The consultation information has various forms, and can be voice or text. For different forms, different technical means are required to be adopted in the cloud service end.
In some embodiments, for the advisory information to be in text form, the virtual intelligent customer service method further comprises the steps of:
in the cloud service end, receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client side which starts the video customer service to the screen equipment.
In some of these embodiments, the virtual intelligent customer service method further comprises the steps of, for the advisory information to be in voice form:
in the cloud service end, receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client side which starts the video customer service to the screen equipment.
Specifically, if the consultation information is in a voice form, the consultation information needs to be converted first, the voice is converted into characters, and then the consultation information is classified by using word2tovec technology to obtain service information. The conversion of voice into text can be realized by calling software. The service information can be attributed to different service labels, and then the corresponding service labels can be matched through comparison between the service information and the service labels in the service tree, and then the matched first client is determined according to the weight of the matched service labels. Such as: the consultation information is as follows: how to supplement the characters of the card; the service information is: repairing the card; the matched service labels are: repairing the card; the matched first clients are a first client B, a weight 1 and a first client C, and a weight 0.9; the corresponding first client is preferably found according to the matching order and weight size. In the present embodiment, preference for high weight; the first client is randomly selected under the same conditions. At this time, the first client B is selected as the matching first client. And starting video client service in the first client B, and pushing the customer service video of the first client B to the screen equipment. In other embodiments, the above steps may also be implemented in a screen device.
In some of these embodiments, as shown in fig. 2, the virtual intelligent customer service method further includes the steps of:
step S201, monitoring the consultation information in real time in the process of providing the video customer service, and judging whether the consultation information relates to a second client;
step S202, if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information to the screen device, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen device unchanged.
Specifically, the method can monitor the consultation information in the process of the video customer service in real time in the cloud service end or the screen device, and judge whether the consultation information relates to the second client end or not. The second client is identical to the first client, and the difference is that the matching time phases are different. The first client is determined by first matching of the consultation information; the second client is determined by the second matching; the second client may be considered to be the client left over from the first client during customer service. The process of judging whether the consultation information relates to the second client may be to convert and classify the consultation information in real time to obtain service information, and match corresponding service labels based on the service information; and determining a matched second client according to the weight of the matched service label. If the client is matched with the second client, the consultation information is considered to relate to the second client, the customer service video in the second client matched with the consultation information is pushed to the screen device, and the virtual image of the customer service personnel in the picture of the customer service video in the screen device is kept unchanged. The customer service video in the second client matched with the consultation information is pushed to the screen device, and the customer service video in the first client can be replaced by the customer service video in the second client, so that the customer service personnel switching is completed without induction relative to a user, and the automatic classification of the consultation information and the awakening of corresponding customer service to provide customer service are realized. In one embodiment, each client may be numbered, where each number corresponds to a customer service person, and when the client matches with the consultation information, the number of the client may be determined in a matching manner, and the customer service video of the client may also be determined finally.
In other embodiments, the customer service video in the first client and the customer service video in the second client may be combined into a third customer service video, and the third customer service video is used to provide customer service; and the avatar of the customer service person in the third customer service video frame is the same as the avatar of the customer service person in the first customer service video frame; therefore, more comprehensive and three-dimensional customer service can be provided to cope with the problem of complex solution.
In some of these embodiments, the virtual intelligent customer service method further comprises the steps of:
in the first client or the second client, when the video customer service is started, a customer service video is generated in real time, and an internal camera device is utilized to drive the virtual image of a customer service person in a picture of the customer service video.
Specifically, each client has an imaging device built therein. Imaging devices include, but are not limited to, cameras, microphones, speakers, and the like. When the cloud service end is matched with the client end, an opening request is sent to the corresponding client end, a customer service call interface is generated on the client end, corresponding customer service personnel are informed of answering, and after the customer service personnel answer at the call interface, video customer service is started; and generating customer service videos in real time, and driving the virtual images of the customer service personnel in the pictures of the customer service videos by utilizing a built-in camera device. Meanwhile, the cloud server side informs the guide device that the corresponding client side responds. The client pushes a stream through the RTC technology, and meanwhile, the screen device pulls a stream, so that the customer service video with the driven virtual image is pushed to the screen device, and the customer service video is remotely served for a user through the virtual image in the customer service process.
Wherein, the virtual image driven by the camera device of the client comprises facial expression, gesture limb actions and the like. The avatar driven by the camera device of the client can be realized by calling the avatar algorithm through the SDK.
It should be noted that the steps illustrated in the above-described flow or flow diagrams of the figures may be performed in a computer system, such as a set of computer-executable instructions, and that, although a logical order is illustrated in the flow diagrams, in some cases, the steps illustrated or described may be performed in an order other than that illustrated herein.
In this embodiment, a virtual intelligent customer service device is further provided, and the device is used to implement the foregoing embodiments and preferred embodiments, which are not described herein. The terms "module," "unit," "sub-unit," and the like as used below may refer to a combination of software and/or hardware that performs a predetermined function. While the means described in the following embodiments are preferably implemented in software, implementations in hardware, or a combination of software and hardware, are also possible and contemplated.
Fig. 3 is a block diagram of the virtual intelligent customer service apparatus of the present embodiment, and as shown in fig. 3, the apparatus includes a screen device, and the screen device includes an acquisition module 101 and a service module 102;
an obtaining module 101, configured to obtain the consultation information by using a screen device, and transmit the consultation information to a cloud server;
the service module 102 is configured to receive, from the cloud server, a customer service video in the first client that matches the consultation information, so as to provide a video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
The device solves the problem that customer service of the screen equipment direct connection customer service center cannot be provided in time in the related technology, and the intelligent degree of the customer service is low, and can automatically and intelligently match the first client based on the consultation information, so that the intelligent customer service is realized, and the intelligent degree is improved.
In some embodiments, the apparatus further comprises a marking module;
and the marking module is used for marking each client according to the service labels and weights in the preset service tree.
In some embodiments, the device further includes a cloud server;
the cloud service end is used for receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client side which starts the video customer service to the screen equipment.
Or, the method is used for receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client side which starts the video customer service to the screen equipment.
In some embodiments, the cloud service end of the device is further configured to monitor, in real time, the consultation information in a process of providing the video customer service, and determine whether the consultation information relates to the second client;
if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information to the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
In some embodiments, the apparatus further includes a client:
and the client is used for generating the customer service video in real time when the video customer service is started, and driving the virtual image of the customer service personnel in the picture of the customer service video by utilizing the built-in camera device.
In some embodiments, the apparatus further comprises an update module:
and the updating module is used for acquiring the evaluation information of the clients and updating the weight of each client based on the evaluation information.
The method embodiment provided in the present embodiment may be performed in a virtual intelligent customer service platform. Fig. 4 is a block diagram of the virtual intelligent customer service platform of the present embodiment. As shown in fig. 4, for example: the virtual intelligent customer service platform comprises a screen device 41, a cloud service end 42 and a client 43, wherein the screen device 41 is arranged in a shopping center. It will be appreciated by those skilled in the art that the structure shown in fig. 4 is merely illustrative, and is not intended to limit the structure of the virtual intelligent customer service platform. For example, the virtual intelligent customer service platform may also include more or fewer components than shown in FIG. 4, or have a different configuration than shown in FIG. 4.
The screen device 41 is provided with a man-machine interaction interface, and is connected with the cloud server, and is used for executing the steps of acquiring the consultation information by using the screen device 41 and transmitting the consultation information to the cloud server; receiving customer service video in a first client matched with the consultation information from a cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel. In particular, the screen device 41 may be provided with one or more processors and a memory for storing data, wherein the processors may include, but are not limited to, a microprocessor MCU, a programmable logic device FPGA, or the like. The screen device 41 may further include a transmission device for a communication function and an input-output device.
The memory may be used to store a computer program, for example, a software program of application software and a module, such as a computer program corresponding to the virtual intelligent customer service method in the present embodiment, and the processor executes the computer program stored in the memory, thereby performing various functional applications and data processing, that is, implementing the above-described method. The memory may include high speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid state memory. In some examples, the memory may further include memory remotely located with respect to the processor, the remote memory being connectable to the terminal through a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
The transmission device is used for receiving or transmitting data via a network. The network includes a wireless network provided by a communication provider of the terminal. In one example, the transmission device includes a network adapter (Network Interface Controller, simply referred to as NIC) that can connect to other network devices through the base station to communicate with the internet. In one example, the transmission device may be a Radio Frequency (RF) module, which is used to communicate with the internet wirelessly.
The cloud service end 42 is connected with each client end 43, and is used for executing the consultation information such as the receiving screen device 41, classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information; determining a matched first client according to the weight of the matched service label; pushing customer service video of the first client that starts the video customer service into the screen device 41.
The client 43 is a terminal used by a customer service person, and is used for generating a customer service video in real time, and driving an avatar of the customer service person in a picture of the customer service video by using a built-in camera device.
The cloud server 42 and the client 43 may also be provided with a processor and a memory, which are not described herein.
The above-described respective modules may be functional modules or program modules, and may be implemented by software or hardware. For modules implemented in hardware, the various modules described above may be located in the same processor; or the above modules may be located in different processors in any combination.
There is also provided in this embodiment an electronic device comprising a memory having stored therein a computer program and a processor arranged to run the computer program to perform the steps of any of the method embodiments described above.
Optionally, the electronic apparatus may further include a transmission device and an input/output device, where the transmission device is connected to the processor, and the input/output device is connected to the processor.
Alternatively, in the present embodiment, the above-described processor may be configured to execute the following steps by a computer program:
s1, acquiring consultation information by using screen equipment, and transmitting the consultation information to a cloud server;
s2, receiving customer service videos in the first client matched with the consultation information from the cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
It should be noted that, specific examples in this embodiment may refer to examples described in the foregoing embodiments and alternative implementations, and are not described in detail in this embodiment.
In addition, in combination with the virtual intelligent customer service method provided in the above embodiment, a storage medium may be further provided for implementation in this embodiment. The storage medium has a computer program stored thereon; the computer program, when executed by a processor, implements any of the virtual intelligent customer service methods of the above embodiments.
It should be understood that the specific embodiments described herein are merely illustrative of this application and are not intended to be limiting. All other embodiments, which can be made by one of ordinary skill in the art without undue burden from the present disclosure, are within the scope of the present disclosure in accordance with the embodiments provided herein.
It is to be understood that the drawings are merely illustrative of some embodiments of the present application and that it is possible for those skilled in the art to adapt the present application to other similar situations without the need for inventive work. In addition, it should be appreciated that while the development effort might be complex and lengthy, it will nevertheless be a routine undertaking of design, fabrication, or manufacture for those of ordinary skill having the benefit of this disclosure, and further having the benefit of this disclosure.
The term "embodiment" in this disclosure means that a particular feature, structure, or characteristic described in connection with the embodiment may be included in at least one embodiment of the application. The appearances of such phrases in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive. It will be clear or implicitly understood by those of ordinary skill in the art that the embodiments described in the present application can be combined with other embodiments without conflict.
The above examples merely represent a few embodiments of the present application, which are described in more detail and are not to be construed as limiting the scope of the patent claims. It should be noted that it will be apparent to those skilled in the art that several variations and modifications can be made without departing from the spirit of the application, which are all within the scope of the application. Accordingly, the scope of the application should be assessed as that of the appended claims.
Claims (7)
1. A virtual intelligent customer service method, characterized by being applicable to a merchant's screen device, comprising:
acquiring consultation information through the screen equipment, and transmitting the consultation information to a cloud server;
receiving customer service video in a first client matched with the consultation information from the cloud server to provide video customer service; the pictures of the customer service video have the virtual images of customer service personnel;
in a cloud service end, receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining the matched first client according to the matched weight of the service label;
pushing customer service video of the first client side for starting video customer service to the screen equipment;
monitoring the consultation information in real time in the process of providing the video customer service, and judging whether the consultation information relates to a second client;
and if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information to the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
2. The virtual intelligent customer service method according to claim 1, wherein the method further comprises:
marking each client according to the service labels and weights in the preset service tree.
3. The virtual intelligent customer service method according to claim 1, wherein the method further comprises:
in the first client or the second client, when the video customer service is started, a customer service video is generated in real time, and an internal camera device is utilized to drive the virtual image of a customer service person in a picture of the customer service video.
4. The virtual intelligent customer service method according to claim 1, wherein the method further comprises:
and acquiring evaluation information of the clients, and updating the weight of each client based on the evaluation information.
5. The virtual intelligent customer service device is characterized by comprising screen equipment; the screen equipment comprises an acquisition module, a service module and a cloud service end;
the acquisition module is used for acquiring the consultation information by using the screen equipment and transmitting the consultation information to the cloud server;
the service module is used for receiving customer service videos in the first client matched with the consultation information from the cloud server so as to provide video customer service; the pictures of the customer service video have the virtual images of customer service personnel;
the cloud service end is used for receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching corresponding service labels based on the service information;
determining the matched first client according to the matched weight of the service label;
pushing customer service video of the first client side for starting video customer service to the screen equipment;
the cloud service end is further used for monitoring the consultation information in real time in the process of providing the video customer service and judging whether the consultation information relates to the second client;
and if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information to the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
6. An electronic device comprising a memory and a processor, wherein the memory has stored therein a computer program, the processor being arranged to run the computer program to perform the steps of the virtual intelligent customer service method of any of claims 1 to 4.
7. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the steps of the virtual intelligent customer service method of any of claims 1 to 4.
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| CN117041633A (en) | 2023-11-10 |
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