TWM547719U - Customer service system - Google Patents
Customer service system Download PDFInfo
- Publication number
- TWM547719U TWM547719U TW106207996U TW106207996U TWM547719U TW M547719 U TWM547719 U TW M547719U TW 106207996 U TW106207996 U TW 106207996U TW 106207996 U TW106207996 U TW 106207996U TW M547719 U TWM547719 U TW M547719U
- Authority
- TW
- Taiwan
- Prior art keywords
- customer service
- type
- question
- target
- content
- Prior art date
Links
Landscapes
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Description
本新型是有關於一種客服系統，特別是指一種採用智能機器人技術而能自動回覆客戶提問的智能客服系統。This new type is related to a customer service system, especially an intelligent customer service system that uses intelligent robot technology to automatically reply to customer questions.
客服是目前企業經營當中相當重要的一環。為了提供即時的問答服務，又為了降低運作客服的人事成本，現有企業的客服管道已發展出一種使用智能機器人線上自動回覆客戶線上提問的技術。然而，即便使用智能機器人，仍有些情況需要轉由真人客服來回應客戶的提問，例如發生智能機器人也無法回答提問的情況時。本案新型創作人遂思及，真人客服人員各有專長，若系統能在轉交真人客服時，自動選擇一位專長最符合客戶需求的客服人員接手服務，將能有助於提升服務的品質。Customer service is a very important part of current business operations. In order to provide instant Q&A services and to reduce the personnel costs of operating customer service, the existing customer service pipeline has developed a technology that automatically responds to customer online questions using intelligent robots online. However, even with the use of intelligent robots, there are still situations where it is necessary to turn to the customer service to respond to customer questions, such as when an intelligent robot cannot answer questions. The new creator of this case thinks and has a special expertise. If the system can transfer a live customer service, automatically select a customer service staff who best meets the customer's needs to take over the service, which will help improve the quality of the service.
因此，本新型的目的，即在提供一種客服系統。Therefore, the purpose of the present invention is to provide a customer service system.
於是，本新型客服系統，適於與一電子設備通訊，該電子設備用於供一客戶操作，所述的客服系統包含一智能客服伺服器、多個電子裝置及一伺服器單元。該智能客服伺服器儲存有多筆預定答案及多個第一類技能代碼，該等第一類技能代碼的每一者對應於至少一第一類關鍵字。該等電子裝置用於分別供多位客服人員操作。該伺服器單元電連接於該智能客服伺服器及該等電子裝置，且儲存有多筆分別對應該等客服人員的專長資料，該等專長資料的每一者包含至少一專長項目，該專長項目包含該等第一類技能代碼其中一者。Therefore, the new customer service system is adapted to communicate with an electronic device for operating by a customer. The customer service system comprises an intelligent customer service server, a plurality of electronic devices and a server unit. The intelligent customer service server stores a plurality of predetermined answers and a plurality of first class skill codes, each of the first class skill codes corresponding to at least one first type keyword. The electronic devices are used for operation by a plurality of customer service personnel, respectively. The server unit is electrically connected to the intelligent customer service server and the electronic devices, and stores a plurality of expertise materials corresponding to the customer service personnel, each of the expertise materials including at least one specialty project, the expertise project Contains one of these first class skill codes.
當該伺服器單元接收來自該電子設備的一提問請求，該伺服器單元將該提問請求傳送給該智能客服伺服器，該提問請求包含一問題內容。When the server unit receives a request for a request from the electronic device, the server unit transmits the challenge request to the intelligent customer service server, the question request including a question content.
當該智能客服伺服器接收到該提問請求，該智能客服伺服器判斷是否能根據該提問請求的該問題內容於該等預定答案中選定其中一者做為一用於經由該伺服器單元回傳給該電子設備的目標預定答案。When the smart customer service server receives the question request, the smart customer service server determines whether one of the predetermined answers can be selected as one for returning via the server unit according to the question content of the question request. A predetermined answer is given to the target of the electronic device.
當該智能客服伺服器無法根據該提問請求的該問題內容於該等預定答案中選定其中一者做為該目標預定答案的連續次數到達一預定失敗次數門檻值，該智能客服伺服器判斷該智能客服伺服器無法於該等預定答案中選定其中一者做為該目標預定答案的該至少一提問請求的該問題內容中是否出現該等第一類關鍵字其中至少一者。When the smart customer service server is unable to select one of the predetermined answers as the target number of consecutive answers to the predetermined number of failures according to the question content of the question request, the smart customer service server determines the smart The customer service server is unable to select at least one of the first type of keywords in the question content of the at least one question request for which the one of the predetermined answers is the target predetermined answer.
當該智能客服伺服器判斷該智能客服伺服器無法於該等預定答案中選定其中一者做為該目標預定答案的該至少一提問請求的該問題內容中出現該等第一類關鍵字其中至少一者，該智能客服伺服器根據該至少一提問請求的該問題內容中出現的該等第一類關鍵字其中至少一者選定該等第一類技能代碼的其中一者做為一目標第一類技能代碼，並將該目標第一類技能代碼傳送給該伺服器單元。When the smart customer service server determines that the smart customer service server is unable to select one of the predetermined answers as the target predetermined answer, the first type of keywords appears in the question content of the at least one question request. In one case, the smart customer service server selects one of the first type of skill codes in the content of the question according to the at least one question request to select one of the first class skill codes as a target first Class skill code and pass the target first class skill code to the server unit.
該伺服器單元於該等專長資料中選定其中一者做為一目標專長資料，其中，該目標專長資料所包含的其中一該專長項目包含該目標第一類技能代碼。The server unit selects one of the expertise materials as a target expertise data, wherein one of the expertise items included in the target expertise data includes the target first class skill code.
該伺服器單元將該至少一提問請求的該問題內容傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置。The server unit transmits the content of the at least one question request to the electronic device operated by the agent corresponding to the target expertise data.
在一些實施態樣中，該等專長項目的每一者還包含多個通路代碼的其中一者，該提問請求還包含一通路別參數，該通路別參數指示該等通路代碼的其中一者，該目標專長資料所包含的其中一該專長項目還包含該提問請求所包含的該通路別參數所指示的該通路代碼。In some implementations, each of the specialized items further includes one of a plurality of path codes, the question request further including a path parameter indicating one of the path codes, One of the expertise items included in the target expertise data also includes the path code indicated by the path parameter included in the request request.
在一些實施態樣中，於該智能客服伺服器根據該至少一提問請求的該問題內容中出現的該等第一類關鍵字其中至少一者選定該等第一類技能代碼的其中一者做為該目標第一類技能代碼的步驟中，該智能客服伺服器是先判斷該至少一提問請求的該問題內容中是否僅有一個第一類關鍵字出現的次數到達一預定關鍵字出現次數門檻值。In some implementations, at least one of the first type of keywords appearing in the question content of the at least one question request by the smart customer service server selects one of the first class skill codes In the step of the first type of skill code of the target, the intelligent customer service server first determines whether the number of occurrences of the first type of keywords in the question content of the at least one question request reaches a predetermined number of keyword occurrence thresholds. value.
當該智能客服伺服器判斷出該至少一提問請求的該問題內容中僅有一個第一類關鍵字出現的次數到達該預定關鍵字出現次數門檻值，該智能客服伺服器選定出現次數到達該預定關鍵字出現次數門檻值的該第一類關鍵字所對應之該第一類技能代碼做為該目標第一類技能代碼。When the smart customer service server determines that the number of occurrences of only one first type keyword of the at least one question request reaches the predetermined keyword occurrence threshold, the smart customer service server selects the number of occurrences to reach the predetermined number The first type of skill code corresponding to the first type keyword of the keyword occurrence threshold is used as the target first type skill code.
在一些實施態樣中，該智能客服伺服器還儲存有多筆分別對應該等第一類關鍵字的權重值。In some implementations, the intelligent customer service server also stores a plurality of weight values corresponding to the first type of keywords, respectively.
當該智能客服伺服器判斷出並非該至少一提問請求的該問題內容中僅有一個第一類關鍵字出現的次數到達該預定關鍵字出現次數門檻值，該智能客服伺服器針對該至少一提問請求的該問題內容中出現的每一個第一類關鍵字所對應之該第一類技能代碼，根據該第一類關鍵字出現的次數及其對應之權重值，計算一對應於該第一類技能代碼的加權結果，並選定該加權結果之值最大者所對應之該第一類技能代碼做為該目標第一類技能代碼。When the smart customer service server determines that the number of occurrences of only one of the first type of keywords in the question content that is not the at least one question request reaches the predetermined keyword occurrence threshold, the smart customer service server queries the at least one question. The first type of skill code corresponding to each of the first type of keywords appearing in the content of the requested question is calculated according to the number of occurrences of the first type of keywords and the corresponding weight value, and one corresponding to the first type The weighted result of the skill code, and the first type of skill code corresponding to the largest value of the weighted result is selected as the first type of skill code of the target.
在一些實施態樣中，該智能客服伺服器還儲存有一第二類技能代碼，該第二類技能代碼對應於至少一第二類關鍵字。In some implementations, the intelligent customer service server further stores a second type of skill code, the second type of skill code corresponding to at least one second type of keyword.
該伺服器單元所儲存的該等專長資料的每一者所包含的該至少一專長項目，包含該等第一類技能代碼其中一者或該第二類技能代碼。The at least one specialty item included in each of the professional materials stored by the server unit includes one of the first type of skill codes or the second type of skill code.
當該智能客服伺服器接收到該提問請求的該問題內容，該伺服器單元是先判斷該提問請求的該問題內容是否包含該至少一第二類關鍵字。When the smart customer service server receives the question content of the question request, the server unit first determines whether the question content of the question request includes the at least one second type keyword.
當該智能客服伺服器判斷出該提問請求的該問題內容包含該至少一第二類關鍵字，該智能客服伺服器將該第二類技能代碼傳送給該伺服器單元。When the smart customer service server determines that the question content of the question request includes the at least one second type of keyword, the smart customer service server transmits the second type skill code to the server unit.
該伺服器單元於該等專長資料中選定其中一者做為該目標專長資料，其中，該目標專長資料所包含的其中一該專長項目包含該第二類技能代碼。The server unit selects one of the expertise materials as the target expertise data, wherein one of the expertise items included in the target expertise data includes the second type skill code.
該伺服器單元將該提問請求的該問題內容傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置。The server unit transmits the content of the question of the challenge request to the electronic device operated by the agent corresponding to the target expertise data.
在一些實施態樣中，當該智能客服伺服器判斷能夠根據該提問請求的該問題內容於該等預定答案中選定其中一者做為該目標預定答案，該智能客服伺服器傳送該目標預定答案給該伺服器單元。In some implementations, the smart customer service server transmits the target predetermined answer when the smart customer service server determines that one of the predetermined answers can be selected as the target predetermined answer according to the question content of the question request. Give the server unit.
當該伺服器單元接收到該目標預定答案，該伺服器單元將該目標預定答案傳送給該電子設備，並將該提問請求的該問題內容及該目標預定答案加入一對應於該客戶的問答記錄中。When the server unit receives the target predetermined answer, the server unit transmits the target predetermined answer to the electronic device, and adds the question content of the question request and the target predetermined answer to a question and answer record corresponding to the client. in.
於該伺服器單元將該至少一提問請求的該問題內容傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置之步驟中，該伺服器單元還將對應於該客戶的該問答記錄傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置。Transmitting, in the server unit, the content of the at least one question request to the electronic device operated by the customer service personnel corresponding to the target expertise data, the server unit further corresponding to the customer's question and answer Recording the electronic device operated by the customer service personnel corresponding to the target expertise data.
在一些實施態樣中，當該伺服器單元接收到來自該電子裝置且對應於該至少一提問請求的該問題內容的一回覆內容，該伺服器單元將該回覆內容傳送給該電子設備，並將該回覆內容傳送給該智能客服伺服器。In some implementations, when the server unit receives a reply content from the electronic device and corresponds to the question content of the at least one question request, the server unit transmits the reply content to the electronic device, and The reply content is transmitted to the intelligent customer service server.
當該智能客服伺服器接收到該回覆內容，該智能客服伺服器將該回覆內容做為一筆新增的預定答案。When the smart customer service server receives the reply content, the smart customer service server uses the reply content as a new predetermined answer.
本新型的功效在於：藉由該智能客服伺服器分析該問題內容中出現的該第一類關鍵字或該第二類關鍵字，並於該等專長資料中選定其中一包含對應於該第一類關鍵字或該第二類關鍵字的該目標第一類技能代碼或第二類技能代碼的專長資料做為一目標專長資料，並將該至少一提問請求傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置，從而利用該問題內容出現的該第一類關鍵字或該第二類關鍵字選定合適專長的客服人員來接手回覆問題內容，進而提升服務的品質。The utility model has the following advantages: the smart customer service server analyzes the first type keyword or the second type keyword appearing in the problem content, and selects one of the special materials to correspond to the first The class keyword or the expertise data of the target first class skill code or the second class skill code of the second type keyword is used as a target expertise data, and the at least one question request is transmitted to the target expertise data. The electronic device operated by the customer service personnel, by using the first type keyword or the second type keyword of the problem content to select a suitable customer service staff to take over the problem content, thereby improving the quality of the service.
參閱圖1，本新型客服系統的一實施例， 適於與一電子設備4通訊，該電子設備4用於供一客戶操作。該電子設備4例如是一智慧型手機。所述的客服系統包含一智能客服伺服器1、多個電子裝置2及一伺服器單元3。Referring to Figure 1, an embodiment of the present customer service system is adapted to communicate with an electronic device 4 for use by a customer. The electronic device 4 is, for example, a smart phone. The customer service system comprises an intelligent customer service server 1, a plurality of electronic devices 2 and a server unit 3.
該智能客服伺服器1儲存有多筆用於回答客戶提問的預定答案、多個第一類技能代碼、一第二類技能代碼及多筆權重值。該等第一類技能代碼的每一者對應於至少一第一類關鍵字。該等權重值分別對應該等第一類關鍵字。該第二類技能代碼對應於至少一第二類關鍵字。在本實施例中，該等第一類技能代碼分別是相關於處理例如***服務、企業服務或個人服務等與客訴無關之技能，對應於相關於***服務之該第一類技能代碼的該至少一第一類關鍵字例如是「拖吊車服務」、「機場接送服務」、「貴賓室使用」或「卡片額度」等；該第二類技能代碼相關於處理客訴之技能，第二類關鍵字例如是「客訴」、「申訴」、「投訴」或「金管會」等。The intelligent customer service server 1 stores a plurality of predetermined answers for answering customer questions, a plurality of first class skill codes, a second class skill code, and a plurality of weight values. Each of the first type of skill codes corresponds to at least one first type of keyword. The weight values correspond to the first type of keywords, respectively. The second type of skill code corresponds to at least one second type of keyword. In this embodiment, the first type of skill codes are respectively related to processing a customer-involved skill, such as a credit card service, an enterprise service, or a personal service, corresponding to the first type of skill code related to the credit card service. At least one of the first type of keywords is, for example, "trailer service", "airport transfer service", "private room use" or "card quota"; the second type of skill code is related to the skill of handling customer complaints, the second type Keywords such as "customer complaints", "appeals", "complaints" or "golden management".
該等電子裝置2用於分別供多位客服人員操作。該等電子裝置2例如分別是多台電腦裝置。The electronic devices 2 are used for operation by a plurality of customer service personnel. The electronic devices 2 are, for example, a plurality of computer devices.
該伺服器單元3電連接於該電子設備4、該智能客服伺服器1及該等電子裝置2，且儲存有多筆分別對應該等客服人員的專長資料。該等專長資料的每一者包含至少一專長項目，該專長項目包含該等第一類關鍵字的其中一者或該第二類關鍵字，及多個通路代碼的其中一者。該等通路代碼分別用於指示多個通路（例如網頁通路或APP通路）。舉例來說，專長項目包含相關於***服務之第一類技能代碼及指示APP通路的通路代碼，或者，專長項目包含相關於客訴之第二類技能代碼及指示網頁通路的通路代碼。The server unit 3 is electrically connected to the electronic device 4, the intelligent customer service server 1 and the electronic devices 2, and stores a plurality of specialized materials corresponding to the customer service personnel. Each of the pieces of expertise data includes at least one specialty item comprising one of the first type of keywords or the second type of keywords, and one of a plurality of path codes. The path codes are used to indicate multiple paths (eg, a web page path or an APP path), respectively. For example, the expertise item includes a first type of skill code related to the credit card service and a path code indicating the APP path, or the specialty item includes a second type of skill code related to the customer complaint and a path code indicating the path of the web page.
參閱圖1及圖2，以下配合圖2之流程圖說明該客服系統的控制方法。首先，如步驟S01所示，該電子設備4傳送一提問請求給伺服器單元3。該提問請求包含一由該用戶輸入的問題內容，及一由該電子設備4產生的通路別參數，該通路別參數指示該等通路代碼的其中一對應於該電子設備4者（例如APP通路）。Referring to FIG. 1 and FIG. 2, the control method of the customer service system will be described below with reference to the flowchart of FIG. 2. First, as shown in step S01, the electronic device 4 transmits a question request to the server unit 3. The challenge request includes a question content input by the user, and a path parameter generated by the electronic device 4, the path parameter indicating that one of the path codes corresponds to the electronic device 4 (eg, APP path) .
接著，如步驟S02所示，當該伺服器單元3接收來自該電子設備4的該提問請求，該伺服器單元3將該提問請求傳送給該智能客服伺服器1。Next, as shown in step S02, when the server unit 3 receives the challenge request from the electronic device 4, the server unit 3 transmits the challenge request to the intelligent customer service server 1.
當智能客服伺服器1接收該提問請求，智能客服伺服器1判斷該提問請求的該問題內容是否包含該至少一第二類關鍵字，若是，則執行步驟S04，若否，則執行步驟S11。When the smart service server 1 receives the question request, the smart service server 1 determines whether the question content of the question request includes the at least one second type keyword, and if yes, executes step S04, and if not, executes step S11.
步驟S04是當該智能客服伺服器1判斷出該提問請求的該問題內容包含該至少一第二類關鍵字，該智能客服伺服器1將該第二類技能代碼傳送給該伺服器單元3。Step S04 is that when the smart customer service server 1 determines that the question content of the question request includes the at least one second type of keyword, the smart service server 1 transmits the second type skill code to the server unit 3.
接著，如步驟S05所示，當該伺服器單元3接收到該第二類技能代碼，該伺服器單元3於該等專長資料中選定其中一者做為該目標專長資料，其中，該目標專長資料所包含的其中一該專長項目包含該第二類技能代碼，及該提問請求的該通路別參數所指示的該通路代碼。Then, as shown in step S05, when the server unit 3 receives the second type of skill code, the server unit 3 selects one of the expertise data as the target expertise data, wherein the target expertise One of the specialty items included in the data includes the second type of skill code, and the path code indicated by the path parameter of the question request.
接著，如步驟S06所示，該伺服器單元3將該提問請求的該問題內容及一對應於該客戶的問答記錄，傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置2。也就是說，當該問題內容出現有例如「申訴」之第二類關鍵字時，就轉由具有處理客訴技能的客服人員回覆該問題內容。而同時將對應於該客戶的該問答記錄提供給客服人員能讓客服人員更清楚該客戶的狀況，從而提供更貼近個人化的服務。Then, as shown in step S06, the server unit 3 transmits the question content of the challenge request and a question and answer record corresponding to the client to the electronic device 2 operated by the customer service personnel corresponding to the target expertise data. . That is to say, when there is a second type of keyword such as "appeal" in the content of the question, the content of the question is replied to by the customer service staff who have handled the customer complaint skill. At the same time, the Q&A record corresponding to the customer is provided to the customer service staff to enable the customer service staff to better understand the customer's situation, thereby providing a more personal service.
接著，如步驟S07所示，該電子裝置2接收到客服人員輸入的一對應於該問題內容的回覆內容後，該電子裝置2將該回覆內容傳送給該伺服器單元3。Next, as shown in step S07, after the electronic device 2 receives a reply content corresponding to the content of the question input by the agent, the electronic device 2 transmits the reply content to the server unit 3.
接著，如步驟S08所示，當該伺服器單元3接收到來自該電子裝置2的該回覆內容，該伺服器單元3將該提問請求的該問題內容及該回覆內容加入對應於該客戶的該問答記錄中，也就是說，該伺服器單元3更新對應於該客戶的該問答記錄。Then, as shown in step S08, when the server unit 3 receives the reply content from the electronic device 2, the server unit 3 adds the question content of the question request and the reply content to the corresponding to the client. In the question and answer record, that is, the server unit 3 updates the question and answer record corresponding to the client.
接著，如步驟S09所示，該伺服器單元3將該回覆內容傳送給該電子設備4。Next, as shown in step S09, the server unit 3 transmits the reply content to the electronic device 4.
接著，如步驟S10所示，當該電子設備4接收到該回覆內容，該電子設備4顯示該回覆內容，以供該客戶閱讀。Next, as shown in step S10, when the electronic device 4 receives the reply content, the electronic device 4 displays the reply content for the customer to read.
另一方面，若步驟S03判斷為否，則執行步驟S11。步驟S11是該智能客服伺服器1判斷是否能根據該提問請求的該問題內容於該等預定答案中選定其中一者做為一用於經由該伺服器單元3回傳給該電子設備4的目標預定答案，若是，則執行步驟S12，若否，則執行步驟S16。On the other hand, if the determination in step S03 is NO, step S11 is executed. Step S11 is that the intelligent customer service server 1 determines whether one of the predetermined answers can be selected as a target for returning to the electronic device 4 via the server unit 3 according to the question content of the question request. The answer is predetermined, if yes, step S12 is performed, and if no, step S16 is performed.
步驟S12是該智能客服伺服器1傳送該目標預定答案給該伺服器單元3。接著，如步驟S13所示，當該伺服器單元3接收到該目標預定答案，該伺服器單元3將該提問請求的該問題內容及該目標預定答案加入對應於該客戶的該問答記錄中，也就是說，該伺服器單元3更新對應於該客戶的該問答記錄。接著，如步驟S14所示，該伺服器單元3將該目標預定答案傳送給該電子設備4。接著，如步驟S15所示，當該電子設備4接收到該目標預定答案，該電子設備4顯示該目標預定答案，供該客戶閱讀。Step S12 is that the intelligent customer service server 1 transmits the target predetermined answer to the server unit 3. Then, as shown in step S13, when the server unit 3 receives the target predetermined answer, the server unit 3 adds the question content of the challenge request and the target predetermined answer to the question and answer record corresponding to the client. That is, the server unit 3 updates the question and answer record corresponding to the client. Next, as shown in step S14, the server unit 3 transmits the target predetermined answer to the electronic device 4. Next, as shown in step S15, when the electronic device 4 receives the target predetermined answer, the electronic device 4 displays the target predetermined answer for the customer to read.
另一方面，於步驟S11判斷為否之後所執行的步驟S16，是當該智能客服伺服器1判斷無法根據該提問請求於該等預定答案中選定其中一者做為該目標預定答案，該智能客服伺服器1判斷無法根據該提問請求的該問題內容於該等預定答案中選定其中一者做為該目標預定答案的連續次數是否到達一預定失敗次數門檻值（例如3次），若否，則接著執行步驟S17，若是，則接著執行步驟S21。On the other hand, in step S16 executed after the determination in step S11 is no, the smart customer service server 1 determines that one of the predetermined answers cannot be selected as the target predetermined answer according to the question request, the smart The service server 1 determines whether the consecutive number of times the one of the predetermined answers is selected as the target predetermined answer in the predetermined answer according to the question request is not reached a predetermined number of failure thresholds (for example, three times), and if not, Then, step S17 is performed, and if so, step S21 is performed next.
步驟S17是該智能客服伺服器1傳送一指示該智能客服伺服器1無法回答該問題內容的預定訊息給伺服器單元3。該預定訊息例如是「智能機器人小e無法回答您的提問」。於步驟S17之後，該伺服器單元3接著執行步驟S18。Step S17 is that the intelligent customer service server 1 transmits a predetermined message indicating that the smart service server 1 cannot answer the content of the question to the server unit 3. The predetermined message is, for example, "Intelligent robot small e cannot answer your question." After step S17, the server unit 3 then performs step S18.
步驟S18是當該伺服器單元3接收到該預定訊息，該伺服器單元3將該提問請求的該問題內容及該預定訊息加入對應於該客戶的該問答記錄中，也就是說，該伺服器單元3更新對應於該客戶的該問答記錄。接著，如步驟S19所示，該伺服器單元3將該預定訊息傳送給該電子設備4。接著，如步驟S20所示，當該電子設備4接收到該預定訊息，該電子設備4顯示該預定訊息，供該客戶閱讀。Step S18 is that when the server unit 3 receives the predetermined message, the server unit 3 adds the content of the question and the predetermined message of the challenge request to the question and answer record corresponding to the client, that is, the server Unit 3 updates the question and answer record corresponding to the customer. Next, as shown in step S19, the server unit 3 transmits the predetermined message to the electronic device 4. Then, as shown in step S20, when the electronic device 4 receives the predetermined message, the electronic device 4 displays the predetermined message for the customer to read.
補充說明的是，在本實施例中，當步驟S16判斷為是，且在執行步驟S21之前，該智能客服伺服器1是先傳送一詢問訊息給該伺服器單元3，該詢問訊息的內容例如是「是否轉由真人客服為您服務？」。該伺服器單元3將該詢問訊息傳送給該電子設備4，供該電子設備4顯示該詢問訊息。當該電子設備4受該客戶操作而回傳一答覆給該伺服器單元3時，該伺服器單元3將該答覆傳送給該智能客服伺服器1。當該智能客服伺服器1判斷出該答覆指示不轉真人客服，則流程結束，當該智能客服伺服器1判斷出該答覆指示同意轉真人客服，則接著執行步驟S21。It should be noted that, in the embodiment, when the determination in step S16 is YES, and before the step S21 is performed, the smart service server 1 first transmits an inquiry message to the server unit 3, and the content of the inquiry message is, for example, Is "Will you switch to live customer service for you?". The server unit 3 transmits the inquiry message to the electronic device 4 for the electronic device 4 to display the inquiry message. When the electronic device 4 is returned by the customer to the server unit 3, the server unit 3 transmits the response to the intelligent customer service server 1. When the smart service server 1 determines that the reply instruction does not turn the live customer service, the process ends. When the smart service server 1 determines that the reply instruction agrees to the transfer of the live customer service, step S21 is performed.
步驟S21是當該智能客服伺服器1判斷無法根據該提問請求的該問題內容於該等預定答案中選定其中一者做為該目標預定答案的連續次數到達該預定失敗次數門檻值（且該客戶回傳的該答覆指示同意轉真人客服），該智能客服伺服器1判斷該智能客服伺服器1無法於該等預定答案中選定其中一者做為該目標預定答案的該至少一提問請求的該問題內容中，是否出現該等第一類關鍵字其中至少一者，若是，則接著執行步驟S22。Step S21 is when the smart customer service server 1 determines that the problem content cannot be selected according to the question content, and selects one of the predetermined answers as the target predetermined answer to reach the predetermined failure number threshold (and the customer) The returned reply instruction agrees to transfer to the real customer service, and the smart customer service server 1 determines that the smart customer service server 1 cannot select one of the predetermined answers as the at least one question request of the target predetermined answer. In the question content, whether at least one of the first type keywords is present, and if so, step S22 is performed next.
步驟S22是當該智能客服伺服器1判斷該智能客服伺服器1無法於該等預定答案中選定其中一者做為該目標預定答案的該至少一提問請求的該問題內容中，有出現該等第一類關鍵字其中至少一者，該智能客服伺服器1判斷該至少一提問請求的該問題內容中是否僅有一個第一類關鍵字出現的次數到達一預定關鍵字出現次數門檻值，若是，則接著先執行步驟S23再接著執行步驟S26，若否，則接著先執行步驟S24、S25再接著執行步驟S26。Step S22 is when the smart customer service server 1 determines that the smart customer service server 1 cannot select one of the predetermined answers as the at least one question request of the target predetermined answer. At least one of the first type of keywords, the smart customer service server 1 determines whether the number of occurrences of the first type of keywords in the question content of the at least one question request reaches a predetermined number of keyword occurrence thresholds, if Then, step S23 is performed first and then step S26 is performed. If not, steps S24 and S25 are performed first, followed by step S26.
步驟S23是當該智能客服伺服器1判斷該至少一提問請求的該問題內容中僅有一個第一類關鍵字出現的次數到達該預定關鍵字出現次數門檻值，該智能客服伺服器1選定出現次數到達該預定關鍵字出現次數門檻值的該第一類關鍵字所對應之該第一類技能代碼做為該目標第一類技能代碼。Step S23 is: when the smart customer service server 1 determines that the number of occurrences of only one first type keyword in the question content of the at least one question request reaches the threshold value of the predetermined keyword occurrence number, the smart customer service server 1 is selected to appear. The first type of skill code corresponding to the first type of keyword whose number reaches the predetermined keyword appearance threshold is used as the target first type skill code.
步驟S24則是當該智能客服伺服器1判斷該至少一提問請求的該問題內容中並非僅有一個第一類關鍵字出現的次數到達該預定關鍵字出現次數門檻值，該智能客服伺服器1針對該至少一提問請求的該問題內容中出現的每一個第一類關鍵字所對應之該第一類技能代碼，根據該第一類關鍵字出現的次數及其對應之權重值，計算一對應於該第一類技能代碼的加權結果。接著，如步驟S25所示，該智能客服伺服器1選定該加權結果之值最大者所對應之該第一類技能代碼做為該目標第一類技能代碼。舉例來說，設該預定關鍵字出現次數門檻值為3，該至少一提問請求的該問題內容中出現的第一類關鍵字有兩個：對應於相關於***服務之第一類技能代碼之「卡片額度」及對應於相關於個人服務之第一類技能代碼之「個人帳戶餘額」，其中，第一類關鍵字「卡片額度」出現的次數為2（少於3次）且權重值為1，而第一類關鍵字「個人帳戶餘額」出現的次數為1（少於3次）且權重值為4，則針對相關於***服務之第一類技能代碼計算該加權結果為2×1＝2，針對相關於個人服務之第一類技能代碼計算該加權結果為1×4＝4，由於4＞2，因此選定相關於個人服務之第一類技能代碼為該目標第一類技能代碼；再舉另一例，設第一類關鍵字「卡片額度」出現的次數為4（多於3次）且權重值為4，而第一類關鍵字「個人帳戶餘額」出現的次數為6（多於3次）且權重值為1，則針對相關於***服務之第一類技能代碼計算該加權結果為4×4＝16，針對相關於個人服務之第一類技能代碼計算該加權結果為6×1＝6，由於16＞6，因此選定相關於***服務之第一類技能代碼為該目標第一類技能代碼。Step S24 is when the smart customer service server 1 determines that the number of occurrences of the problem type of the at least one question request is not only one of the first type of keywords reaches the predetermined number of occurrences of the predetermined keyword, the smart customer service server 1 And corresponding to the first type of skill code corresponding to each first type keyword appearing in the question content of the at least one question request, calculating a correspondence according to the number of occurrences of the first type keyword and the corresponding weight value thereof The weighted result of the first type of skill code. Then, as shown in step S25, the smart service server 1 selects the first type of skill code corresponding to the largest value of the weighted result as the target first type skill code. For example, if the predetermined keyword appearance threshold is 3, the first type of keywords appearing in the question content of the at least one challenge request is two: corresponding to the first type of skill code related to the credit card service. "Card Credit" and "Personal Account Balance" corresponding to the first type of skill code related to personal service, wherein the first type of keyword "card quota" appears 2 times (less than 3 times) and the weight value is 1. When the first type of keyword "personal account balance" appears 1 (less than 3 times) and the weight value is 4, the weighted result is 2 × 1 for the first type of skill code related to the credit card service. =2, the weighted result is 1×4=4 for the first type of skill code related to personal service. Since 4>2, the first type of skill code related to personal service is selected as the target first class skill code. Another example is to set the first type of keyword "card quota" to be 4 (more than 3 times) and the weight value is 4, and the first type of keyword "personal account balance" appears 6 times ( More than 3 times) and weight value 1, the weighted result is calculated as 4×4=16 for the first type of skill code related to the credit card service, and the weighted result is calculated as 6×1=6 for the first type of skill code related to the personal service, since 16> 6. Therefore, the first type of skill code associated with the credit card service is selected as the first type of skill code for the target.
接著，如步驟S06所示，該智能客服伺服器1傳送該目標第一類技能代碼給伺服器單元3。Next, as shown in step S06, the smart service server 1 transmits the target first type skill code to the server unit 3.
接著，步驟S27是該伺服器單元3於該等專長資料中選定其中一者做為一目標專長資料，其中，該目標專長資料所包含的其中一該專長項目包含該目標第一類技能代碼，及該提問請求所包含的該通路別參數所指示的該通路代碼。Next, the step S27 is that the server unit 3 selects one of the special-purpose materials as a target expertise data, wherein one of the special-purpose items included in the target expertise data includes the target first-class skill code. And the path code indicated by the path parameter included in the challenge request.
接著，如步驟S28所示，該伺服器單元3將該至少一提問請求的該問題內容及對應於該客戶的該問答記錄，傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置2。藉此，從該至少一提問請求的該問題內容中自動化地找出合適的客服人員為該客戶解答，以提升客服品質。Then, as shown in step S28, the server unit 3 transmits the content of the at least one question request and the question and answer record corresponding to the client to the electronic device operated by the customer service personnel corresponding to the target expertise data. Device 2. Thereby, the appropriate customer service personnel are automatically found out from the content of the at least one question request to answer the customer, so as to improve the quality of the customer service.
接著，步驟S29、S30、S31、S33分別與步驟S07、S08、S09、S10相似，惟在步驟S31中，該伺服器單元3還將該回覆內容傳送給該智能客服伺服器1，而於步驟S32中，當該智能客服伺服器1接收到該回覆內容，該智能客服伺服器1將該回覆內容做為一筆新增的預定答案。也就是說，該智能客服伺服器1具有學習能力，能學習客服人員所提供的回覆內容，做為新的預定答案。Steps S29, S30, S31, and S33 are similar to steps S07, S08, S09, and S10, respectively, but in step S31, the server unit 3 further transmits the reply content to the intelligent customer service server 1, and in steps In S32, when the smart customer service server 1 receives the reply content, the smart service server 1 uses the reply content as a new predetermined answer. That is to say, the intelligent customer service server 1 has the learning ability and can learn the reply content provided by the customer service personnel as a new predetermined answer.
另外，當步驟S21判斷為否，也就是當該智能客服伺服器1判斷該智能客服伺服器1無法於該等預定答案中選定其中一者做為該目標預定答案的該至少一提問請求的該問題內容中，並沒有出現該等第一類關鍵字其中至少一者，則如步驟S34所示，該伺服器單元3將該問題內容及對應於該客戶的該問答記錄傳送給其中一電子裝置2，並接著執行步驟S29~S33。In addition, when the determination in step S21 is NO, that is, when the smart service server 1 determines that the smart service server 1 cannot select one of the predetermined answers as the at least one question request of the target predetermined answer, In the problem content, at least one of the first type of keywords does not appear, the server unit 3 transmits the question content and the question and answer record corresponding to the client to one of the electronic devices as shown in step S34. 2, and then perform steps S29 to S33.
補充說明的是，在本實施例中，伺服器單元3包含一第一伺服器31及一第二伺服器32。該第一伺服器31連接該電子設備4，以作為收集該提問請求及回傳該目標預定答案、該預定訊息及該回覆內容的介面。該第二伺服器32則連接該第一伺服器31、該智能客服伺服器1及該等電子裝置2，並執行本實施例中相關於該伺服器單元3的流程步驟。It should be noted that, in this embodiment, the server unit 3 includes a first server 31 and a second server 32. The first server 31 is connected to the electronic device 4 as an interface for collecting the question request and returning the target predetermined answer, the predetermined message and the reply content. The second server 32 is connected to the first server 31, the intelligent customer service server 1 and the electronic devices 2, and executes the flow steps related to the server unit 3 in this embodiment.
此外，在另一實施態樣中，該電子設備4是包含一供該客戶操作的電腦裝置，及一網頁伺服器。該電腦裝置受該客戶操作而連線至該網頁伺服器，並接收該客戶輸入的該問題內容，且將該問題內容傳送給該網頁伺服器。該網頁伺服器產生包含該問題內容及對應於該電子設備4的該通路別參數（網頁通路）之該問題請求，並將該問題請求傳送給該智能客服伺服器1。In addition, in another embodiment, the electronic device 4 includes a computer device for operation by the client, and a web server. The computer device is connected to the web server by the customer, and receives the problem content input by the client, and transmits the problem content to the web server. The web server generates the question request including the content of the question and the path parameter (web path) corresponding to the electronic device 4, and transmits the question request to the smart service server 1.
綜上所述，本新型客服系統藉由該智能客服伺服器1分析該問題內容中出現的該第一類關鍵字或該第二類關鍵字，並於該等專長資料中選定其中一包含對應於該第一類關鍵字或該第二類關鍵字的該目標第一類技能代碼或第二類技能代碼的專長資料做為一目標專長資料，並將該至少一提問請求傳送給該目標專長資料所對應之該客服人員所操作的該電子裝置2，從而利用該問題內容出現的該第一類關鍵字或該第二類關鍵字選定合適專長的客服人員來接手回覆問題內容，進而提升服務的品質，故確實能達成本新型的目的。In summary, the new customer service system analyzes the first type keyword or the second type keyword appearing in the problem content by the smart customer service server 1, and selects one of the special information materials to include Generating the expertise data of the target first class skill code or the second class skill code of the first type keyword or the second type keyword as a target expertise data, and transmitting the at least one question request to the target expertise The electronic device 2 operated by the customer service personnel corresponding to the data, thereby using the first type keyword or the second type keyword with the content of the problem to select a suitable customer service staff to take over the problem content, thereby improving the service. The quality of the product can indeed achieve the purpose of this new type.
惟以上所述者，僅為本新型的實施例而已，當不能以此限定本新型實施的範圍，凡是依本新型申請專利範圍及專利說明書內容所作的簡單的等效變化與修飾，皆仍屬本新型專利涵蓋的範圍內。However, the above is only the embodiment of the present invention. When the scope of the novel implementation cannot be limited thereto, all simple equivalent changes and modifications according to the scope of the patent application and the contents of the patent specification are still This new patent covers the scope.
1‧‧‧智能客服伺服器
2‧‧‧電子裝置
3‧‧‧伺服器單元
31‧‧‧第一伺服器
32‧‧‧第二伺服器
4‧‧‧電子設備
S01~S34‧‧‧步驟1‧‧‧Intelligent Customer Service Server
2‧‧‧Electronic devices
3‧‧‧Server unit
31‧‧‧First server
32‧‧‧Second server
4‧‧‧Electronic equipment
S01~S34‧‧‧Steps
本新型的其他的特徵及功效，將於參照圖式的實施方式中清楚地呈現，其中： 圖1是本新型客服系統的一實施例的一硬體連接關係示意圖；及 圖2A、2B、2C是該實施例的一流程圖。Other features and effects of the present invention will be apparent from the following description of the drawings, wherein: FIG. 1 is a schematic diagram of a hardware connection relationship of an embodiment of the present customer service system; and FIGS. 2A, 2B, 2C This is a flow chart of this embodiment.
1‧‧‧智能客服伺服器 1‧‧‧Intelligent Customer Service Server
2‧‧‧電子裝置 2‧‧‧Electronic devices
3‧‧‧伺服器單元 3‧‧‧Server unit
31‧‧‧第一伺服器 31‧‧‧First server
32‧‧‧第二伺服器 32‧‧‧Second server
4‧‧‧電子設備 4‧‧‧Electronic equipment
Claims (7)
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TW106207996U TWM547719U (en) | 2017-06-05 | 2017-06-05 | Customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TW106207996U TWM547719U (en) | 2017-06-05 | 2017-06-05 | Customer service system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| TWM547719U true TWM547719U (en) | 2017-08-21 |
Family
ID=60188919
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| TW106207996U TWM547719U (en) | 2017-06-05 | 2017-06-05 | Customer service system |
Country Status (1)
| Country | Link |
|---|---|
| TW (1) | TWM547719U (en) |
-
2017
- 2017-06-05 TW TW106207996U patent/TWM547719U/en unknown
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US9020138B1 (en) | Targeted issue routing | |
| US9247061B2 (en) | Answer based agent routing and display method | |
| CN105630977B (en) | Application program recommended method, apparatus and system | |
| US9189205B2 (en) | Prescribing a software architecture for implementing service integration | |
| US20160247165A1 (en) | System and method for making engagement offers based on observed navigation path | |
| US10127321B2 (en) | Proactive knowledge offering system and method | |
| US20130346886A1 (en) | Method and Apparatus for Live Chat Integration | |
| WO2017070126A1 (en) | Optimized routing of interactions to contact center agents based on machine learning | |
| JP5819572B1 (en) | A machine learning model for hierarchically based arrays | |
| US10198477B2 (en) | System for automatic classification and routing | |
| KR20110096167A (en) | Ranking web visitors and soliciting higher ranked visitors to engage in live assistance | |
| US9225834B2 (en) | Contact center skills modeling using customer relationship management (CRM) incident categorization structure | |
| WO2021129379A1 (en) | Information sharing chain generation method and apparatus, electronic device, and storage medium | |
| US10915823B2 (en) | System for automatic classification and routing | |
| CN107533680A (en) | Act on behalf of the multi-dimensional method assigned | |
| CN104396219B (en) | The special roaming of user is set | |
| KR20200049526A (en) | Chatting system, ChatBot Server Apparatus, ChatBot ID Managing Apparatus, Chatting Mediating Server Apparatus, Program, Chatting Method, and Chatting Mediating Method | |
| US20190188623A1 (en) | Cognitive and dynamic business process generation | |
| US20150350444A1 (en) | Methods and systems for providing a multi-channel customer engagement experience | |
| US20170213283A1 (en) | Device and a computer software for provisioning a user with requested services | |
| CN111212102A (en) | Task push management method, device and system, storage medium and electronic equipment | |
| JP4718813B2 (en) | Support information processing system and support information processing method | |
| WO2021163292A1 (en) | Electronic infrastructure for digital content delivery and/or online assessment management | |
| US20180285793A1 (en) | Patron presence based workforce capacity notification | |
| KR101926855B1 (en) | Apparatus for providing question-answering service of call center |