WO2021109741A1 - 一种服务方法、装置、***、设备及存储介质 - Google Patents
一种服务方法、装置、***、设备及存储介质 Download PDFInfo
- Publication number
- WO2021109741A1 WO2021109741A1 PCT/CN2020/122755 CN2020122755W WO2021109741A1 WO 2021109741 A1 WO2021109741 A1 WO 2021109741A1 CN 2020122755 W CN2020122755 W CN 2020122755W WO 2021109741 A1 WO2021109741 A1 WO 2021109741A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- answer
- target
- question
- agent
- module
- Prior art date
Links
- 238000000034 method Methods 0.000 title claims abstract description 101
- 230000009471 action Effects 0.000 claims abstract description 97
- 230000008569 process Effects 0.000 claims description 29
- 230000015654 memory Effects 0.000 claims description 15
- 238000004590 computer program Methods 0.000 claims description 9
- 238000012546 transfer Methods 0.000 description 29
- 230000014509 gene expression Effects 0.000 description 17
- 230000004044 response Effects 0.000 description 8
- 238000004891 communication Methods 0.000 description 7
- 238000007726 management method Methods 0.000 description 7
- 230000001360 synchronised effect Effects 0.000 description 7
- 238000010586 diagram Methods 0.000 description 6
- 238000005516 engineering process Methods 0.000 description 6
- 230000006870 function Effects 0.000 description 6
- 238000010276 construction Methods 0.000 description 4
- 238000013500 data storage Methods 0.000 description 3
- 238000012545 processing Methods 0.000 description 3
- 238000004458 analytical method Methods 0.000 description 2
- 238000013473 artificial intelligence Methods 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 2
- 230000008451 emotion Effects 0.000 description 2
- 230000002996 emotional effect Effects 0.000 description 2
- 230000010354 integration Effects 0.000 description 2
- 230000003287 optical effect Effects 0.000 description 2
- 206010027940 Mood altered Diseases 0.000 description 1
- 238000012790 confirmation Methods 0.000 description 1
- 230000001419 dependent effect Effects 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 230000002452 interceptive effect Effects 0.000 description 1
- 238000010295 mobile communication Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000007115 recruitment Effects 0.000 description 1
- 230000015541 sensory perception of touch Effects 0.000 description 1
- 238000007619 statistical method Methods 0.000 description 1
- 238000012549 training Methods 0.000 description 1
- 230000000007 visual effect Effects 0.000 description 1
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/9032—Query formulation
- G06F16/90332—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
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/9032—Query formulation
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/9038—Presentation of query results
-
- 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
-
- 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
- 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
- G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
Definitions
- This application relates to the field of communication technology, and specifically to a service method, device, system, equipment, and storage medium.
- the contact center is also called the customer service center. It makes full use of modern communication and computer technology, such as (Computer Telephone Integration, CTI), Interactive Voice Response (Voice Response, IVR), Automatic Call Distribution (Automatic Call Distribution) , ACD), etc., a complete integrated information service system connected to the enterprise, which can automatically and flexibly handle a large number of different incoming and outgoing calls.
- the contact center is not only a service layer added by the enterprise to the outermost layer. In addition to serving external customers, it also plays a very important role in the unified coordination and promotion of the image, management, service, scheduling, and marketing of the entire enterprise. It can also provide query, summary, statistical analysis and other functions of all communication data of the enterprise to assist the enterprise in decision-making.
- Inbound contact centers are characterized by answering customer calls and providing customers with a series of services and support, such as various technical support centers and customer services. Centers, telephone claims centers, etc.; outbound contact centers are generally engaged in marketing and telesales activities, and are the profit centers of enterprises, such as mail order companies, TV shopping, and direct sales companies.
- the agent accesses or calls out the user through the contact center system.
- the agent needs to complete the user's requirements in the business system, and then feedback the result to the user through the contact center system.
- the user makes a call to check the balance of the call charge, and the agent accesses the user's phone in the contact center system.
- the agent queries the balance of the call charge in the business system. Finally, the query result is fed back to the user through the call center system.
- This application provides a service method, including: receiving a target question raised by a user; in the case of judging that the target question does not need to be answered by an agent based on the question rule, querying the corresponding target answer based on the target question; Answer Judgment: When the target question does not need to be answered by an agent, the target answer is sent to the user terminal; the target answer includes at least one of a rich text answer and a voice answer, and an action answer; When the answer judges that the target question needs to be answered by the agent, the agent answer to the target question provided by the agent is obtained, and the agent answer is fed back to the user terminal, where the agent answer includes a rich text answer and a voice answer At least one of and the action answer.
- This application provides a service method, including: obtaining a target question raised by a user, and sending the target question to a backend; receiving an agent answer or a target answer of the target question fed back by the backend, the agent answer or The target answer includes at least one of a rich text answer and a voice answer, and an action answer; the rich text answer is displayed; and the virtual service robot is instructed to display the voice answer and the action answer.
- This application provides a service method, including: the user terminal obtains the target question raised by the user, and sends the target question to the backend; the backend receives the target question raised by the user; In the case that the target question does not require an agent to be answered, the corresponding target answer is inquired based on the target question; when the backend determines that the target question does not require an agent to be answered based on the target answer, the target answer is Send to the user terminal; the background terminal obtains the agent answer provided by the agent for the target question in the case of judging that the target question needs to be answered by the agent based on the target answer, and feeds back the agent answer to the user terminal; wherein , The agent answer or the target answer includes at least one of a rich text answer and a voice answer, as well as an action answer; the user terminal receives the agent answer or the target answer of the target question fed back by the background terminal; The user end displays the rich text answer; the user end instructs the virtual service robot to display the voice answer and the action answer.
- the present application provides a service device, including: a service engine module, which is set to receive a target question raised by a user; and a service engine module, which is set to determine that the target question does not need to be answered by an agent based on the question rule.
- the target question query corresponds to the target answer, or the contact center platform module is used to query the target answer corresponding to the target question; the service engine module is set to determine that the target question does not need to be answered by an agent based on the target answer Next, the target answer is sent to the user terminal; the agent module is used to obtain the agent answer provided by the agent for the target question when it is determined that the target question needs to be answered by the agent based on the target answer; wherein, The agent answer or the target answer includes at least one of a rich text answer and a voice answer, and an action answer; the service engine module is set to obtain the agent answer of the agent module through the contact center platform module, and The answer of the agent is fed back to the user terminal.
- This application provides a service device, including: a service module; the service module includes a service screen sub-module and a virtual service robot sub-module; the virtual service robot sub-module, or the service screen sub-module is set to obtain the target proposed by the user Question; the virtual service robot submodule is set to send the target question to the backend; the virtual service robot submodule is set to receive the agent answer or target of the target question fed back by the backend Answer, the agent answer or the target answer, including at least one of a rich text answer and a voice answer, and an action answer; the service screen sub-module is set to display the rich text answer; the virtual service The robot sub-module is set to instruct the virtual service robot to display the voice answer and action answer.
- This application provides a service system, including: a service module, which is set to obtain a target question raised by a user, and send the target question to the service engine module; the service engine module is set to determine the target question based on question rules In the case that no agent is required to answer, query the corresponding target answer based on the target question, or query the corresponding target answer based on the target question through the contact center platform module, and send the target answer to the user terminal; the agent The module is set to obtain the agent answer to the target question provided by the agent when it is determined that the target question needs to be answered by the agent based on the target answer; the service engine module is set to pass through the contact center platform module Obtain the seat answer of the seat module, and feed the seat answer back to the service module; the service module is set to receive the target answer or the seat answer, and the target answer includes at least one of a rich text answer and a voice answer And the action answer, and the rich text answer is displayed, instructing the virtual service robot to display the voice answer and the action answer.
- the present application provides a device, including: one or more processors; a memory, used to store one or more programs; when the one or more programs are executed by the one or more processors, the one Or multiple processors implement any of the methods described in this application.
- the present application provides a storage medium that stores a computer program, and when the computer program is executed by a processor, the method described in any one of the present applications is implemented.
- Figure 1 is a flow chart of a service method provided by this application.
- Figure 2 is a flow chart of a service method provided by this application.
- Figure 3a is a flow chart of a service method provided by this application.
- Figure 3b is a flow chart of a service method provided by this application.
- Figure 4 is a structural block diagram of a service device provided by this application.
- FIG. 5 is a structural block diagram of a service device provided by this application.
- Fig. 6 is a schematic diagram of the structure of a service system provided by the present application.
- Figure 7 is a flow chart of a service method using the service system provided by this application.
- Figure 8 is a flow chart of a service method using the service system provided by this application.
- Figure 9 is a flow chart of a service method using the service system provided by this application.
- Figure 10 is a flow chart of a method for implementing a service using the service system provided by this application.
- Figure 11 is a flow chart of a method for implementing a service using the service system provided by this application.
- Fig. 12 is a schematic diagram of a device structure provided by the present application.
- the self-built agent mode in the service mode of related technologies requires the recruitment of operators, who need professional training, and the place and corresponding equipment for the agent office; the physical robot mode in the service mode of related technologies requires equipment and physical robots Event venues, therefore, for enterprises, the construction cost is generally higher and the construction period is longer. At the same time, this model encounters professional problems that physical robots cannot answer.
- the above-mentioned self-built seat mode and physical robot mode services are relatively inefficient in solving users, and the experience is not good.
- FIG. 1 is a flowchart of a service method provided by the present application. As shown in FIG. 1, the method can be applied to the situation of answering user questions based on a virtual service robot.
- the service device can be implemented, the device can be implemented by software and/or hardware, and the method can be applied to the backend.
- the method provided by this application mainly includes:
- the user end can obtain the target question raised by the user and send it to the backend end.
- the backend receives the target question raised by the user, where the target question raised by the user may be a voice question or a text question.
- the difficulty of the target question can be determined, and whether an agent needs to be answered is determined according to the difficulty of the question. For example, by judging whether the difficulty of the target question reaches a certain difficulty threshold, if the difficulty threshold is not reached, it is judged that the target question does not need to be answered by an agent.
- the querying the corresponding target answer based on the target question includes: in the case that the target question is a process question, querying the corresponding answer based on the process question;
- the question is a question-and-answer question
- the corresponding answer is inquired based on the question-and-answer question.
- process questions can be business process questions, and question-and-answer questions are a question-and-answer method, or can be regarded as ordinary questions.
- the target answer is sent to the user terminal; the target answer includes at least one of a rich text answer and a voice answer, and an action answer.
- the judge target question does not need to be answered by the agent.
- the judgment target question needs to be answered by the agent.
- the answer rule can be configured as needed, and the answer rule can be a matching rule between the answer and the question.
- the target answer and the target question may be input into the model, the matching degree between the target answer and the target question can be calculated, and whether the target question needs to be answered by an agent is judged by the matching degree.
- the matching degree is greater than the set matching degree, it can be judged that the target question does not need to be answered by an agent, and when the matching degree is less than the set matching degree, it can be judged that the target question needs an agent to answer.
- the target answer is sent to the user terminal, and the user can understand the target answer through the user terminal.
- S14 In the case of judging that the target question needs to be answered by an agent based on the target answer, obtain the agent answer provided by the agent for the target question, and feed back the agent answer to the user terminal, wherein the agent answer Include at least one of rich text answers and voice answers, as well as action answers.
- the answer to the action can be an answer such as an expression of an action, an action guide, etc.
- the rich text answer, voice answer, and action answer have the same time domain.
- the sending the target answer to the user terminal includes: converting the rich text answer into a voice answer ; Feedback the rich text answer, the action answer, and the voice answer to the user terminal.
- the receiving the target question raised by the user includes: receiving the voice question raised by the user; and converting the voice question into a text question as the target question.
- the method provided in this application further includes: receiving user feedback information on the target answer; in the case of determining that the target question needs to be answered by an agent based on the feedback information, obtaining information provided by the agent For the agent answer of the target question, the agent answer is fed back to the user terminal.
- the feedback information can be analyzed according to the feedback rules for the user, so as to determine whether the target question needs to be answered by an agent.
- semantic and emotional analysis can be performed on the feedback information, and it can be determined based on the semantics in the feedback information, the information in the emotion, or the satisfaction with the target answer, whether an agent is required to answer. For example, when the user is judged to be angry, angry and other emotions based on the feedback information, it is judged that an agent is required to answer, or when the satisfaction with the target answer is lower than the set satisfaction, it is judged that an agent is required to answer, otherwise no agent is needed answer.
- the method provided in the present application may further include: in the case of determining that the target question needs to be answered by an agent based on the question rule, obtaining an agent answer to the target question provided by the agent, and The answer of the agent is fed back to the user terminal.
- the method provided in this application may further include: configuring the transfer rules, question rules, answer rules, rules for user feedback, and the configuration of questions and corresponding answers.
- FIG. 2 is a flowchart of a service method provided by the present application. As shown in FIG. 2, the method can be applied to the situation of answering user questions based on a virtual service robot.
- the service device can execute it, and the device can be implemented by software and/or hardware, and the method can be applied to the user side.
- the target question can be a voice question or a text question.
- the user end can obtain the target question raised by the user and send it to the backend end.
- S22 Receive an agent answer or a target answer of the target question fed back by the backend end, where the agent answer or the target answer includes at least one of a rich text answer and a voice answer, and an action answer.
- the backend can query the corresponding target answer according to the target question, or the backend can obtain the agent answer provided by the agent, and feed back the target answer or the agent answer to the user end.
- the user terminal receives the target answer or the agent answer.
- the target answer or the agent answer includes a rich text answer, a voice answer, and an action answer.
- the answer to the action can be an answer such as an expression of an action, an action guide, etc.
- the rich text answer, voice answer, and action answer have the same time domain.
- the virtual service robot can be displayed on the screen of the user terminal.
- the rich text answer can be displayed, indicating that the virtual service robot will speak the voice answer and make an action answer.
- the method provided in this application may further include: obtaining user feedback information for the target answer, and sending the feedback information to the backend.
- the feedback information may carry user satisfaction information, or may reflect user emotional information, etc.
- FIG. 3a is a flowchart of a service method provided by the present application. As shown in FIG. 3a, the method can be applied to a situation where a virtual service robot answers user questions.
- S31 The user terminal obtains the target question raised by the user, and sends the target question to the background terminal.
- S32 The backend receives the target question raised by the user.
- S33 The backend queries the corresponding target answer based on the target question when it is determined based on the question rule that the target question does not need to be answered by an agent.
- the background end sends the target answer to the user end when it is judged based on the target answer that the target question does not need to be answered by an agent.
- the backend obtains the agent answer to the target question provided by the agent in the case of judging that the target question needs to be answered by the agent based on the target answer; wherein, the agent answer or the target answer includes rich At least one of a text answer and a voice answer, and an action answer.
- S36 The user terminal receives the agent answer or the target answer of the target question, and the agent answer or the target answer fed back by the background terminal.
- S37 The user terminal displays the rich text answer.
- S38 The user terminal instructs the virtual service robot to display the voice answer and the action answer.
- the method provided in the present application further includes: in the case of judging that the target question needs to be answered by an agent based on the question rule, obtaining an agent answer for the target question provided by the agent, and combining the agent The answer is fed back to the user.
- the method provided in the present application further includes: receiving user feedback information on the target answer; in the case of determining that the target question needs to be answered by an agent based on the feedback information, obtaining the countermeasure provided by the agent The agent answer of the target question, and the agent answer is fed back to the user terminal.
- FIG. 3b is a flowchart of a service method provided by the present application. As shown in FIG. 3b, the method can be applied to a situation where a virtual service robot answers user questions.
- S311 Configure the shape and actions of the virtual service robot, configure the questions and answers, and configure the transfer agent rules.
- the shape of the virtual service robot and the actions that can be issued are configured.
- the configuration of questions and answers can include: general question and answer questions and their answer configuration, the answer configuration includes rich text, voice and action configuration, including the synchronization of the three time domains; process question, guide language and answer configuration, and the answer configuration includes rich Text, voice and action configuration, including the synchronization of the three time domains.
- Transfer agent rule configuration including the configuration of the rule for the question, the configuration of the rule for the answer, the configuration of the rule for the user feedback, and the further rules can be defined by different companies.
- the difficulty of the question can be configured to reach a certain level of difficulty Just transfer the seats and wait.
- answer rules you can configure the answer to the expert agent if the matching degree is lower than a certain threshold; for user feedback rules, you can configure the user to be in a bad mood or obviously question the answer, transfer the agent, or pass
- the virtual service robot will transfer the agent if the satisfaction degree of the automatic answer does not reach a certain threshold.
- S312 The user asks a question.
- S313 Perform semantic analysis and matching on the question to find the corresponding answer.
- the answer includes a rich text answer, a voice answer, and an action answer.
- the agent can intervene to obtain answers.
- the timing of agent intervention can be calculated based on the question itself, the answer itself, and the three dimensions of user feedback.
- the answers given by the agent after intervention also include rich text answers, voice answers and action answers .
- S315 After obtaining the rich text answer, voice answer, and action answer of the user’s question, render and display the answer synchronously, where the rich text answer is rendered and displayed on the screen, and the virtual service robot is synchronously spoken Voice answer and action answer.
- FIG. 4 is a service device provided by the present application.
- the device is configured at the backend.
- the device includes a service engine module 102, a contact center platform module 103, and an agent module 104.
- the service engine module 102 is set to receive target questions raised by users
- the service engine module 102 is configured to query the corresponding target answer based on the target question, or query the corresponding target answer based on the target question through the contact center platform module 103 when it is determined that the target question does not need to be answered by an agent ;
- the service engine module 102 is configured to send the target answer to the user terminal when it is determined based on the target answer that the target question does not require an agent to answer;
- the agent module 104 is configured to obtain an agent answer to the target question provided by an agent in the case of judging that the target question requires an agent answer based on the target answer; wherein, the agent answer or the target answer includes rich At least one of text answer and voice answer, and action answer;
- the service engine module 102 is configured to obtain the seat answer of the seat module 104 through the contact center platform module 103, and feed back the seat answer to the user terminal.
- the service engine module 102 includes a robot engine sub-module 108, a question and answer engine sub-module 109, and a process engine sub-module 110;
- the contact center platform module 103 includes a semantic platform sub-module 116 and a knowledge service database sub-module. Module 117;
- the robot engine sub-module 108 is set to receive the target question raised by the user
- the question and answer engine sub-module 109 is configured to use the process engine sub-module 110 to obtain information from the knowledge service database sub-module 117 when it is determined that the target question does not need to be answered by an agent, and the target question is a process problem. Query the corresponding target answer based on the process question, and when it is judged that the target question does not need to be answered by an agent, and the target question is a question-and-answer question, use the semantic platform sub-module 116 to obtain the answer from the knowledge service library sub-module In 117, the corresponding answer is queried based on the question-and-answer question.
- the process engine sub-module 110 is configured for session management, process guidance, and execution.
- the robot engine sub-module 108 is configured to perform login control and session management.
- the question answering engine sub-module 109 is configured to send the target answer to the user terminal through the robot engine sub-module 108 when it is determined that the target question does not need to be answered by an agent.
- the contact center platform module 103 further includes a voice platform sub-module 114.
- the robot engine sub-module 108 is set to The target answer sent by the question and answer engine submodule 109 is received, the voice platform submodule 114 is called to convert the rich text answer into a voice answer, and the rich text answer, the action answer, and the voice answer are fed back to the user terminal.
- the service engine module 102 further includes a seat transfer sub-module 111; the contact center platform module 103 further includes a queuing platform sub-module; the seat module 104 includes a seat sub-module 112 and a business assistant Screen sub-module 113;
- the robot engine sub-module 108 is configured to receive user feedback information on the target answer
- the question and answer engine sub-module is configured to determine that the target question needs to be answered by an agent based on the feedback information, or determine that the target question needs to be answered by an agent based on the question rule, or determine the target based on the target answer
- the notification transfer engine sub-module 111 informs the queuing platform sub-module 115 to transfer to the seat sub-module 112;
- the seat sub-module 112 is configured to obtain the voice answer provided by the seat, and feed the voice answer back to the seat transfer engine sub-module 111 through the contact center platform module 103;
- the business assistant screen module 113 is configured to obtain the rich text answers and action answers provided by the agents, and feed them back to the seat transfer engine sub-module 111 through the agent sub-module 112 and the contact center platform module 103;
- the seat transfer engine submodule 111 is configured to feed back the rich text answer, voice answer, and action answer to the user terminal through the question answering engine module 109 and the robot engine submodule 108.
- the queuing platform sub-module 115 can receive the request of the seat transfer engine sub-module 111, complete the queue of the seat, and route the request to the seat sub-module 112, and at the same time, can return the seat answer to the seat transfer engine sub-module 111 to transfer the seat
- the engine sub-module 111 feeds back the seat answer to the question-and-answer engine sub-module 109, the question-and-answer engine sub-module 109 sends the seat answer to the robot engine sub-module 108, and the robot engine sub-module 108 feeds back the seat answer to the user terminal.
- the agent answer includes rich text answer, voice answer and action answer.
- the device provided in the present application further includes a configuration management module 105,
- the configuration management module 105 includes a virtual service robot configuration submodule 118, a seat transfer rule configuration submodule 119, a question and answer configuration submodule 120, and a process and answer configuration submodule 121;
- the virtual service robot configuration sub-module 118 is configured as the action configuration of the virtual service robot, and the configuration result is stored in the knowledge service database sub-module 117;
- the transfer rule configuration sub-module 119 is configured to configure the question rule configuration, the answer rule configuration, and the rule configuration for user feedback, and the configuration result is stored in the knowledge service database sub-module 117;
- the question and answer configuration submodule 120 is configured as a question-and-answer question and answer configuration.
- the answers include rich text answers, action answers, and voice answers.
- the configuration results are stored in the knowledge service database submodule 117; among them, rich text answers, Time domain synchronization of action answer and voice answer;
- the process and answer configuration sub-module 121 is configured to configure process questions, introductory words, and answers.
- the answers include rich text answers, action answers, and voice answers, and the configuration results are stored in the knowledge service library sub-module 117; among them, Time domain synchronization of rich text answer, action answer and voice answer.
- the knowledge service database sub-module 117 can manage the data written by each module and query requests from other modules.
- the various modules of the service device provided in this application are not limited to the above-mentioned division form, and the various modules of the service device can also be divided according to needs.
- the division of each sub-module in the service engine module 102 and the contact center platform module 103 is not limited to the foregoing division form, and the sub-modules can be divided according to needs.
- the above-mentioned device can execute the service method provided by the embodiment of the present application, and has the corresponding functional modules and beneficial effects of the execution method.
- FIG. 5 is a service device provided by the present application, the device is configured on the user side, and the device includes a service module 101;
- the service module includes a service screen sub-module 106 and a virtual service robot sub-module 107;
- the virtual service robot sub-module 106 or the service screen sub-module 107 is set to obtain the target question raised by the user;
- the virtual service robot sub-module 106 is configured to send the target question to the background end;
- the virtual service robot sub-module 106 is configured to receive an agent answer or a target answer of the target question fed back by the back-end end, and the agent answer or the target answer includes at least one of a rich text answer and a voice answer , And the action answer;
- the service screen sub-module 106 is configured to display the rich text answer
- the virtual service robot sub-module 107 is configured to instruct the virtual service robot to display the voice answer and action answer.
- the virtual service robot sub-module 106 or the service screen sub-module 107 is configured to obtain user feedback information for the target answer;
- the virtual service robot sub-module 106 is configured to send the feedback information to the background end.
- the specific virtual service robot sub-module 106 sends feedback information to the robot engine sub-module at the backend, and the robot engine sub-module feeds back the target answer or the seat answer to the virtual service robot sub-module 106, and the virtual service robot sub-module 107 will be rich
- the text answer is sent to the service screen sub-module 106, the service screen sub-module 106 displays the rich text answer, and the virtual service robot sub-module 107 instructs the virtual service robot to display the voice answer and the action answer.
- the above-mentioned device can execute the service method provided by the embodiment of the present application, and has the corresponding functional modules and beneficial effects of the execution method.
- FIG. 6 is a service device provided by the present application.
- the device includes a service module 101, a service engine module 102, a contact center platform module 103, and an agent module 104.
- the service module 101 is configured to obtain the target question raised by the user, and send the target question to the service engine module 102;
- the service engine module 102 is configured to query the corresponding target answer based on the target question, or query the corresponding target question based on the target question through the contact center platform module 102 when it is determined that the target question does not need to be answered by an agent based on the question rule The target answer;
- the agent module 104 is configured to obtain an agent answer to the target question provided by the agent when it is judged based on the target answer that the target question requires an agent answer; wherein, the agent answer or the target The answer includes at least one of a rich text answer and a voice answer, as well as an action answer;
- the service engine module 102 is configured to feed back the seat answer obtained by the seat module 104 to the service module 101 through the contact center platform module 103;
- the service module 101 is configured to receive the target answer or the agent answer.
- the target answer includes at least one of a rich text answer and a voice answer, as well as an action answer, and displays the rich text answer to indicate virtual
- the service robot displays the voice answer and action answer.
- the system provided by the present application may further include a configuration management module 105, wherein the service module 101 includes a service screen sub-module 106 and a virtual service robot sub-module 107, and the service engine module 102: includes a robot engine sub-module Module 108, question and answer engine sub-module 109, process engine sub-module 110, and transfer seat engine sub-module 111.
- the contact center platform module 103 includes a voice platform sub-module 114, a semantic platform sub-module 116, a queuing platform sub-module 115, and a knowledge service database sub-module 117.
- the seat module 104 includes a seat sub-module 112 and a business assistant screen sub-module 113.
- Configuration management module 103 includes a virtual service robot configuration submodule 118, a seat transfer rule configuration submodule 119, a question and answer configuration submodule 120, and a process and answer configuration submodule 121.
- the introduction of each module and sub-module can refer to the above-mentioned embodiment, and the detailed description will not be repeated.
- the virtual service robot proposed in this application can replace the seats or physical robots that enterprises originally need to invest, and can reduce costs and shorten the construction period for enterprises. It can be less dependent on the site, and can be more flexible and flexible and can be automatically deployed at the back-end;
- the application provides simultaneous answers that display the answers on the screen and the sounds and actions of the virtual service robot, presenting the user's visual, auditory and tactile senses, improving the efficiency of user problem solving and experience problems;
- this application can be integrated with traditional contact centers, generally Virtual service robots can answer questions on their own, and help solve difficult questions or agents that require agent intervention. The dimensions of intervention can be combined with various strategies and are more flexible.
- FIG. 7 is a flowchart of a method of executing a service using the system provided by the present application. As shown in FIG. 7, the method provided by the present application mainly includes:
- S71 User question input.
- the virtual service robot sub-module sends the user question to the robot engine sub-module. If it is a voice input, it calls the voice-to-text interface of the voice platform sub-module, and then sends it to the question-and-answer engine sub-module.
- the Q&A engine sub-module calculates whether to transfer the agent according to the configured question dimension rule, if the agent needs to be transferred, go to step S79, if there is no need to transfer the agent, go to step S73;
- Step S73 The question answering engine submodule obtains the answers to the questions (including the rich text domain answer, the voice domain answer, and the answer in the rich text domain) through the process engine submodule (process question) or the semantic platform submodule (general question or question and answer question) to the knowledge service library Action domain answer).
- process engine submodule process question
- semantic platform submodule general question or question and answer question
- Step S74 The question and answer engine sub-module calculates whether to transfer the agent according to the configured answer dimension rule, if the agent is to be transferred, go to step S79, if there is no need to transfer the agent, go to step S79;
- Step S75 The question and answer engine sub-module returns the answer to the robot engine sub-module, and calls the text-to-speech interface of the voice platform sub-module to process the voice domain answer part.
- Step S76 The robot engine sub-module returns answers to the user's question to the virtual service robot sub-module.
- Step S77 The service screen sub-module renders rich text content, while the virtual service robot sub-module performs voice and action presentation, collects user feedback and sends it to the robot engine sub-module, and the robot engine sub-module sends it to the question-and-answer engine sub-module.
- Step S78 The question and answer engine sub-module calculates whether to transfer the seat according to the configured user feedback dimension rule. If the seat is to be transferred, go to step S79. If the expert does not need to be transferred, the user question request is ended.
- Step S79 The question and answer engine sub-module notifies the transfer seat engine sub-module, and the transfer seat engine sub-module notifies the queuing platform sub-module to transfer to the seat sub-module.
- Step S791 According to the reported question, the agent issues the voice answer through the agent sub-module, issues the rich text answer and the action answer through the service assistant screen, and sends the answer to the transfer agent engine sub-module.
- Step S792 The transfer seat engine sub-module delivers the answer to the question-answer engine sub-module, and the question-answer engine sub-module returns the answer to the robot engine sub-module.
- Step S793 The robot engine sub-module returns answers to the user's question to the virtual service robot sub-module.
- Step S794 The service screen sub-module displays the rich text answer, while the virtual service robot sub-module performs voice and action display, and ends the user's question request.
- FIG. 8 is a flow chart of a method for implementing a service method using the system provided by the present application. The method is applied to the situation of small chat problems.
- the technical solution provided by the present application mainly includes:
- the semantic platform finds the answer from the gossip library.
- the answer consists of three parts: 1. Rich text: It can be a form composed of text and pictures, used to display on the service screen; 2. Voice content: "My girlfriend sent me a message and said I am", used for the voice response of the virtual service robot; 3. Action expression: It can be cute, used for the action expression of the virtual service robot.
- S84 The virtual service robot responds with voice, action expressions, and the service screen displays the answer content to assist in understanding, and the three are synchronized. This question and answer process ends.
- FIG. 9 is a flowchart of a method of executing a service using the system provided by the present application, and the method is applied to the case of general question and answer.
- the technical solutions provided by this application mainly include:
- the question and answer engine sub-module judges that the question is a business question of China Construction Bank, and the question does not need to be assisted by an agent for the time being. At the same time, the question is a general question and answer question (not a process question).
- S93 The semantic platform sub-module finds the answer from the general question and answer database.
- the answer includes three parts: 1. Rich text: an introduction video can be used to display on the service screen; 2. Voice content: "You can use the mobile banking' homepage-Dragon Payment—red envelope—ordinary red envelope/fun red envelope "Send and receive dragon payment red envelope", used for voice response of virtual service robot; 3. Action expression: It can be some gesture-guided action, used for the action expression of virtual service robot.
- S94 The question and answer engine sub-module judges that the answer does not need to be transferred to the agent to assist in processing, and can be directly answered by the virtual service robot;
- the virtual service robot has voice answers, action expressions, and the service screen sub-modules show the answer content to assist in understanding, and the three are synchronized. This question and answer process ends.
- FIG. 10 is a flowchart of a method of executing a service using the system provided by this application, and the method is applied to the situation of a business process problem.
- the technical solutions provided by this application mainly include:
- the question and answer engine sub-module judges that the question is a ticket reservation business question, and the question does not need to be assisted by an agent for the time being, and the question is a business process question (not a general question and answer);
- the question and answer engine sub-module analyzes the question needs "departure date”, “departure place”, “destination”, and the user has a destination in Beijing in the question, and the user needs to specify the departure date and place of departure, so the answer: 1. Rich text: form for booking a flight, highlight the departure date and choice of departure, select Beijing as the destination, and display it on the service screen; 2. Voice content: "Please select the departure date and place of departure", for the virtual service robot Voice response; 3. Action expression: It can be a guided action of some gestures, which is used for the action expression of the virtual service robot.
- S134 The virtual service robot responds by voice, the action expression and the service screen sub-modules show the answer content to assist in understanding, and the three are synchronized.
- S136 The virtual service robot responds with voice, moves and expresses, and the sub-module of the service screen displays rich text content to assist understanding, and the three are synchronized.
- FIG. 11 is a flowchart of a method of executing a service using the system provided by the present application, and the method is applied to the situation of a business process problem.
- the technical solutions provided by this application mainly include:
- the question and answer engine sub-module judges that the problem is a service problem of the broadband TV, and judges the problem according to the rules and requires assistance from an agent.
- S143 The sub-module of the queuing platform is connected to the expert seat.
- S144 The agent issues the guidance answer according to the question: 1. Rich text: Push the operation video, used to display the sub-module of the service screen; 2. Voice content: "Your camera is pointed at the TV fault screen", used for the virtual service robot's voice response; 3. Action expression: it can be a guided action of some gestures, used for the action expression of virtual service robot.
- S145 The virtual service robot responds with voice, moves and expresses, and the sub-module of the service screen displays rich text content to assist understanding, and the three are synchronized.
- S146 The virtual service robot responds with voice, moves and expresses, and the sub-module of the service screen displays rich text content to assist understanding, and the three are synchronized.
- FIG. 12 is a schematic structural diagram of a device provided in this application.
- the device provided in this application includes one or more processors 121 and a memory 122; There may be one or more processors 121 in the device.
- One processor 121 is taken as an example in FIG. 12; the memory 122 is used to store one or more programs; the one or more programs are processed by the one or more programs.
- the processor 121 executes, so that the one or more processors 121 implement the method described in the embodiment of the present invention.
- the equipment also includes: a communication device 123, an input device 124, and an output device 125.
- the processor 121, the memory 122, the communication device 123, the input device 124, and the output device 125 in the device may be connected through a bus or other methods.
- the connection through a bus is taken as an example.
- the input device 124 can be used to receive inputted numeric or character information, and generate key signal input related to user settings and function control of the device.
- the output device 125 may include a display device such as a display screen.
- the communication device 123 may include a receiver and a transmitter.
- the communication device 123 is configured to transmit and receive information according to the control of the processor 121.
- the memory 122 can be configured to store software programs, computer-executable programs, and modules, such as program instructions/modules corresponding to the service method described in the embodiments of the present application (for example, the service engine module in the service device). 102. Contact center platform module 103 and agent module 104), and program instructions/modules corresponding to the service method described in the embodiment of the present application (for example, the service screen sub-module 106 and the virtual service robot sub-module 107 in the service device).
- the memory 122 may include a program storage area and a data storage area.
- the program storage area may store an operating system and an application program required by at least one function; the data storage area may store data created according to the use of the device, and the like.
- the memory 122 may include a high-speed random access memory, and may also include a non-volatile memory, such as at least one magnetic disk storage device, a flash memory device, or other non-volatile solid-state storage devices.
- the memory 122 may further include a memory remotely provided with respect to the processor 121, and these remote memories may be connected to the device through a network. Examples of the aforementioned networks include, but are not limited to, the Internet, corporate intranets, local area networks, mobile communication networks, and combinations thereof.
- the embodiment of the present application further provides a storage medium, the storage medium stores a computer program, and the computer program is executed by a processor to implement the method described in any of the embodiments of the present application.
- the method includes: receiving a target question raised by a user; in the case of judging that the target question does not need to be answered by an agent based on the question rule, querying based on the target question Corresponding target answer; when it is determined based on the target answer that the target question does not need to be answered by an agent, the target answer is sent to the user terminal; when it is judged based on the target answer that the target question needs to be answered by an agent Next, obtain the agent answer to the target question provided by the agent; wherein the agent answer or the target answer includes at least one of a rich text answer and a voice answer, as well as an action answer; feedback the agent answer to user terminal.
- the method includes: obtaining the target question raised by the user, and sending the target question to the back-end end; and the agent who receives the target question fed back by the back-end end
- the answer or the target answer, the agent answer or the target answer including at least one of a rich text answer and a voice answer, and an action answer; display the rich text answer; instruct the virtual service robot to display the voice answer and action The answer is presented.
- user terminal encompasses any suitable type of wireless user equipment, such as a mobile phone, a portable data processing device, a portable web browser, or a vehicle-mounted mobile station.
- the various embodiments of the present application can be implemented in hardware or dedicated circuits, software, logic or any combination thereof.
- some aspects may be implemented in hardware, while other aspects may be implemented in firmware or software that may be executed by a controller, microprocessor, or other computing device, although the present application is not limited thereto.
- Computer program instructions can be assembly instructions, instruction set architecture (ISA) instructions, machine instructions, machine-related instructions, microcode, firmware instructions, state setting data, or source code written in any combination of one or more programming languages or Object code.
- ISA instruction set architecture
- the block diagram of any logical decision in the drawings of this application may represent program steps, or may represent interconnected logic circuits, modules, and functions, or may represent a combination of program steps and logic circuits, modules, and functions.
- the computer program can be stored on the memory.
- the memory can be of any type suitable for the local technical environment and can be implemented using any suitable data storage technology, such as but not limited to read only memory (ROM), random access memory (RAM), optical storage devices and systems (digital multi-function optical discs) DVD or CD) etc.
- Computer-readable media may include non-transitory storage media.
- the data processor can be any type suitable for the local technical environment, such as but not limited to general-purpose computers, special-purpose computers, microprocessors, digital signal processors (DSP), application-specific integrated circuits (ASIC), programmable logic devices (FGPA) And processors based on multi-core processor architecture.
- DSP digital signal processors
- ASIC application-specific integrated circuits
- FGPA programmable logic devices
Landscapes
- Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- Physics & Mathematics (AREA)
- Business, Economics & Management (AREA)
- Databases & Information Systems (AREA)
- General Physics & Mathematics (AREA)
- Tourism & Hospitality (AREA)
- General Business, Economics & Management (AREA)
- Marketing (AREA)
- General Engineering & Computer Science (AREA)
- Economics (AREA)
- Strategic Management (AREA)
- Data Mining & Analysis (AREA)
- Computational Linguistics (AREA)
- Mathematical Physics (AREA)
- Development Economics (AREA)
- Primary Health Care (AREA)
- Human Resources & Organizations (AREA)
- General Health & Medical Sciences (AREA)
- Accounting & Taxation (AREA)
- Health & Medical Sciences (AREA)
- Finance (AREA)
- Artificial Intelligence (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- User Interface Of Digital Computer (AREA)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
Abstract
Description
Claims (14)
- 一种服务方法,包括:接收用户提出的目标问题;在基于问题规则判断所述目标问题不需要坐席解答的情况下,基于所述目标问题查询对应的目标答案;在基于所述目标答案判断所述目标问题不需要坐席解答的情况下,将所述目标答案发送至用户端,其中,所述目标***括富文本答案和语音答案中的至少一种,以及动作答案;在基于所述目标答案判断所述目标问题需要坐席解答的情况下,获取坐席提供的针对所述目标问题的坐席答案,并将所述坐席答案反馈给用户端,其中,所述坐席***括富文本答案和语音答案中的至少一种,以及动作答案。
- 根据权利要求1所述的方法,还包括:接收用户对所述目标答案的反馈信息;在基于所述反馈信息判断所述目标问题需要坐席解答的情况下,获取坐席提供的针对所述目标问题的坐席答案,并将所述坐席答案反馈给用户端。
- 根据权利要求2所述的方法,其中,在所述目标***括富文本答案和动作答案的情况下,所述将所述目标答案发送至用户端,包括:将所述富文本答案转换成语音答案;将所述富文本答案、所述动作答案和所述语音答案反馈给用户端。
- 根据权利要求1所述的方法,还包括:在基于所述问题规则判断所述目标问题需要坐席解答的情况下,获取坐席提供的针对所述目标问题的坐席答案,并将所述坐席答案反馈给用户端。
- 根据权利要求1所述的方法,其中,所述接收用户提出的目标问题,包括:接收用户提出的语音问题;将所述语音问题转换成文本问题,作为目标问题。
- 根据权利要求1所述的方法,其中,所述基于所述目标问题查询对应的目标答案,包括:在所述目标问题为流程问题的情况下,基于所述流程问题查询对应的答案;在所述目标问题为问答性问题的情况下,基于所述问答性问题查询对应的答案。
- 一种服务方法,其中,包括:获取用户提出的目标问题,将所述目标问题发送至后台端;接收所述后台端反馈的所述目标问题的坐席答案或者目标答案,所述坐席答案或者目标答案,包括富文本答案和语音答案中的至少一种,以及动作答案;将所述富文本答案进行展示;指示虚拟服务机器人将所述语音答案和动作答案进行展现。
- 根据权利要求1所述的方法,还包括:获取用户针对所述目标答案的反馈信息,将所述反馈信息发送至后台端。
- 一种服务方法,包括:用户端获取用户提出的目标问题,将所述目标问题发送至后台端;所述后台端接收用户提出的目标问题;所述后台端在基于问题规则判断所述目标问题不需要坐席解答的情况下,基于所述目标问题查询对应的目标答案;所述后台端在基于所述目标答案判断所述目标问题不需要坐席解答的情况下,将所述目标答案发送至用户端;所述后台端在基于所述目标答案判断所述目标问题需要坐席解答的情况下,获取坐席提供的针对所述目标问题的坐席答案,并将坐席答案反馈给用户端;其中,所述坐席答案或者所述目标***括富文本答案和语音答案中的至少一种,以及动作答案;所述用户端接收所述后台端反馈的所述目标问题的坐席答案或者目标答案;所述用户端将所述富文本答案进行展示;所述用户端指示虚拟服务机器人将所述语音答案和动作答案进行展现。
- 一种服务装置,包括:服务引擎模块和坐席模块;其中:所述服务引擎模块被设置为接收用户提出的目标问题;所述服务引擎模块被设置为在基于问题规则判断所述目标问题不需要坐席解答的情况下,基于所述目标问题查询对应的目标答案,或者通过联络中心平台模块基于所述目标问题查询对应的目标答案;所述服务引擎模块被设置为在基于所述目标答案判断所述目标问题不需要坐席解答的情况下,将所述目标答案发送至用户端;所述坐席模块用于在基于所述目标答案判断所述目标问题需要坐席解答的情况下,获取坐席提供的针对所述目标问题的坐席答案;其中,所述坐席答案或者所述目标***括富文本答案和语音答案中的至少一种,以及动作答案;所述服务引擎模块被设置为通过所述联络中心平台模块获取所述坐席模块的坐席答案,并将所述坐席答案反馈给用户端。
- 一种服务装置,包括:服务模块;其中:所述服务模块包括服务屏幕子模块和虚拟服务机器人子模块;其中:所述虚拟服务机器人子模块,或者服务屏幕子模块,被设置为获取用户提出的目标问题;所述虚拟服务机器人子模块,被设置为将所述目标问题发送至后台端;所述虚拟服务机器人子模块,被设置为接收所述后台端反馈的所述目标问题的坐席答案或者目标答案,所述坐席答案或者目标答案,包括富文本答案和语音答案中的至少一种,以及动作答案;所述服务屏幕子模块,被设置为将所述富文本答案进行展示;所述虚拟服务机器人子模块,被设置为指示虚拟服务机器人将所述语音答案和动作答案进行展现。
- 一种服务***,包括:服务模块、服务引擎模块、坐席模块;其中:所述服务模块被设置为获取用户提出的目标问题,将所述目标问题发送至服务引擎模块;所述服务引擎模块被设置为在基于问题规则判断所述目标问题不需要坐席解答的情况下,基于所述目标问题查询对应的目标答案,或者通过联络中心平台模块基于所述目标问题查询对应的目标答案,并将所述目标答案发送至用户端;所述坐席模块被设置为在基于所述目标答案判断所述目标问题需要坐席解答的情况下,获取坐席提供的针对所述目标问题的坐席答案;所述服务引擎模块被设置为通过所述联络中心平台模块获取所述坐席模块的坐席答案,将所述坐席答案反馈给服务模块;所述服务模块被设置为接收所述目标答案或者坐席答案,所述目标答案,包括富文本答案和语音答案中的至少一种,以及动作答案,以及将所述富文本答案进行展示,指示虚拟服务机器人将所述语音答案和动作答案进行展现。
- 一种设备,包括:一个或多个处理器;存储器,用于存储一个或多个程序;当所述一个或多个程序被所述一个或多个处理器执行,使得所述一个或多个处理器实现如权利要求1-8任一项所述的方法。
- 一种存储介质,存储有计算机程序,所述计算机程序被处理器执行时实现权利要求1-8任一项所述的方法。
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN201911214770.5A CN112905859A (zh) | 2019-12-02 | 2019-12-02 | 一种服务方法、装置、***、设备及存储介质 |
CN201911214770.5 | 2019-12-02 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2021109741A1 true WO2021109741A1 (zh) | 2021-06-10 |
Family
ID=76104225
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/CN2020/122755 WO2021109741A1 (zh) | 2019-12-02 | 2020-10-22 | 一种服务方法、装置、***、设备及存储介质 |
Country Status (2)
Country | Link |
---|---|
CN (1) | CN112905859A (zh) |
WO (1) | WO2021109741A1 (zh) |
Families Citing this family (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN114697457A (zh) * | 2022-02-28 | 2022-07-01 | 青岛海尔科技有限公司 | 语音消息的处理方法及装置、存储介质、电子装置 |
Citations (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN105207890A (zh) * | 2015-08-24 | 2015-12-30 | 北京智齿博创科技有限公司 | 一种在线客服的方法 |
CN105591882A (zh) * | 2015-12-10 | 2016-05-18 | 北京中科汇联科技股份有限公司 | 一种智能机器人与人混合客服的方法及*** |
CN105592237A (zh) * | 2014-10-24 | 2016-05-18 | ***通信集团公司 | 一种会话切换的方法、装置及智能客服机器人 |
CN108900726A (zh) * | 2018-06-28 | 2018-11-27 | 北京首汽智行科技有限公司 | 基于语音机器人的人工客服转接方法 |
-
2019
- 2019-12-02 CN CN201911214770.5A patent/CN112905859A/zh active Pending
-
2020
- 2020-10-22 WO PCT/CN2020/122755 patent/WO2021109741A1/zh active Application Filing
Patent Citations (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN105592237A (zh) * | 2014-10-24 | 2016-05-18 | ***通信集团公司 | 一种会话切换的方法、装置及智能客服机器人 |
CN105207890A (zh) * | 2015-08-24 | 2015-12-30 | 北京智齿博创科技有限公司 | 一种在线客服的方法 |
CN105591882A (zh) * | 2015-12-10 | 2016-05-18 | 北京中科汇联科技股份有限公司 | 一种智能机器人与人混合客服的方法及*** |
CN108900726A (zh) * | 2018-06-28 | 2018-11-27 | 北京首汽智行科技有限公司 | 基于语音机器人的人工客服转接方法 |
Also Published As
Publication number | Publication date |
---|---|
CN112905859A (zh) | 2021-06-04 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
US11956187B2 (en) | Natural language processing for information extraction | |
CN109873909B (zh) | 一种语音呼叫方法、装置和设备及计算机存储介质 | |
US9866693B2 (en) | System and method for monitoring progress of automated chat conversations | |
US9912810B2 (en) | System and method for chat automation | |
EP3453160B1 (en) | System and method for managing and transitioning automated chat conversations | |
US10038783B2 (en) | System and method for handling interactions with individuals with physical impairments | |
CN105592237B (zh) | 一种会话切换的方法、装置及智能客服机器人 | |
US10951554B1 (en) | Systems and methods facilitating bot communications | |
US20210157989A1 (en) | Systems and methods for dialog management | |
US20050002502A1 (en) | Apparatus and method for processing service interactions | |
CN106202301A (zh) | 一种基于深度学习的智能应答*** | |
US11232791B2 (en) | Systems and methods for automating voice commands | |
JP7297797B2 (ja) | 保留を管理するための方法および装置 | |
US20220366427A1 (en) | Systems and methods relating to artificial intelligence long-tail growth through gig customer service leverage | |
WO2023014791A1 (en) | Systems and methods relating to providing chat services to customers | |
WO2021109741A1 (zh) | 一种服务方法、装置、***、设备及存储介质 | |
CN114500757A (zh) | 语音交互方法、装置、计算机设备及存储介质 | |
CN113724036A (zh) | 提供问题咨询服务的方法及电子设备 | |
US10862841B1 (en) | Systems and methods for automating voice commands | |
CA3143953A1 (en) | Systems and methods for automating voice commands | |
WO2022239053A1 (ja) | 情報処理装置、情報処理方法および情報処理プログラム | |
US20240256788A1 (en) | Systems and methods for dialog management |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
121 | Ep: the epo has been informed by wipo that ep was designated in this application |
Ref document number: 20896168 Country of ref document: EP Kind code of ref document: A1 |
|
NENP | Non-entry into the national phase |
Ref country code: DE |
|
122 | Ep: pct application non-entry in european phase |
Ref document number: 20896168 Country of ref document: EP Kind code of ref document: A1 |
|
32PN | Ep: public notification in the ep bulletin as address of the adressee cannot be established |
Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205A DATED 21/02/2023) |
|
122 | Ep: pct application non-entry in european phase |
Ref document number: 20896168 Country of ref document: EP Kind code of ref document: A1 |