CN103095753A - Customer service system and customer service push method - Google Patents
Customer service system and customer service push method Download PDFInfo
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- CN103095753A CN103095753A CN2011103375053A CN201110337505A CN103095753A CN 103095753 A CN103095753 A CN 103095753A CN 2011103375053 A CN2011103375053 A CN 2011103375053A CN 201110337505 A CN201110337505 A CN 201110337505A CN 103095753 A CN103095753 A CN 103095753A
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Abstract
The invention discloses a customer service system and a customer service push method and relates to the field of communicated customer service. The customer service push method includes the steps: obtaining user release information or service requirement information which is applied and released by a user via the Internet; conducting semantic analysis on information or service requirement information which is released by the user and extracting or producing a keyword or a key phrase; transmitting the information or service requirement information which is released by the user to a self-service business or a manual service business so as to push customer service information to users. The customer service system and the customer service push method can actively and passively provide technology of customer service information for users, mine potential demand of users, improve user experience and possess high practical value and commercial value.
Description
Technical field
The present invention relates to the customer service technology of the communications field, particularly a kind of customer service system and customer service information-pushing method thereof of using based on social networks SNS application, Web2.0 application, instant messaging IM.
Background technology
Rise along with SNS, the individual further reduces for the arrangement release threshold of information, the amount of information that produce every day is increasing, and because each social network sites, various IM access are used and had barrier, do not realize interconnecting, therefore, how integrate information and for the user provides accurately Extraordinary customize services targetedly from this vast as the open sea information ocean, be a difficult task.
Traditional customer service system adopts the mode of traditional telephone network or website service to deal with client's complaint, obstacle Shen announcement, business consultation, service propelling etc. usually, such mode exposes its limitation in the SNS epoch, can't complete the excavation for potential user group and potential user's demand, can't take full advantage of existing miscellaneous service treatment system and provide service for the user, the user experiences relatively poor.For example, traditional customer service system can't provide following service:
1, the user uses by SNS and expresses so-and-so that so-and-so company is provided and serve when discontented, and traditional customer service system can't be obtained this information, services such as therefore can't showing loving care for the client, keep;
2, the user uses by SNS and releases news, need to understand the content that local cuisines, fashion or operator's related service are introduced, the tradition customer service system does not possess the data mining capability that SNS is used, therefore do not possess the analyzing and processing ability to SNS information, the SNS information of user issue can't be delivered corresponding operation system, thereby provide personalized customization service targetedly for the user;
3, traditional customer service system requires the user must use specific instrument, in order to service is provided, can't satisfy the access service request that the user uses existing various SNS, IM agreement on market, also can't complete multi-user's Information Push Service by all kinds of means according to user's real needs;
4, traditional customer service system can't satisfy the requirement that the user uses various IM instrument access customer service systems, perhaps can't the information router that the user issues be carried out further degree of depth service to relevant operation system according to the service scenario of reality after connecting system.
More than enumerated four scenes that the most often occur, at emerging internet arena, the limitation of traditional customer service system be not limited to above some.
Summary of the invention
The object of the present invention is to provide a kind of customer service system and customer service information-pushing method, can solve better the problems such as poor user experience, satisfaction that the limitation because of traditional customer service system causes be low.
According to an aspect of the present invention, a kind of customer service information-pushing method that provides comprises:
Obtaining the user that the user issues by internet, applications releases news or service request information;
Described user is released news or service request information carries out semantic analysis, extract or generate keyword or phrase;
According to described keyword or phrase, described user is released news or service request information is forwarded to from service business or manual service business, in order to push customer service information to the user.
Described internet, applications comprises that SNS uses or Web2.0 uses, and the user that the described user of obtaining issues by internet, applications releases news or the step of service request information, comprising:
Real-time retrieval SNS application server or Web2.0 application server, and filter dictionary according to the keyword that presets, the automatic capturing user uses by SNS or the user of Web2.0 application issue releases news.
Described internet, applications comprises that SNS uses or IM uses, and the user that the described user of obtaining issues by internet, applications releases news or the step of service request information, comprising:
Use by SNS the user or IM use to add or pay close attention to the service account that customer service system provides after, obtain that the user uses by described SNS or IM uses the service request information that initiatively sends to described service account.
Described method be included in also that user that the described user of obtaining issues by internet, applications releases news or the step of service request information after the protocol conversion steps carried out, comprising:
Described user is released news or the proprietary protocol that SNS uses or IM uses or Web2.0 uses that service request information uses is converted to the inside custom protocol of customer service system.
According to described keyword or phrase, described user is released news or service request information is forwarded to step from service business or manual service business, comprising:
By predefined keyword route dictionary, search the operation flow with described keyword or phrase coupling;
When the operation flow that triggers from service business, release news or service request information according to described user from service business, send customer service information from the trend user;
When triggering the operation flow of manual service business, queueing message is sent to the computer telephone integration cti server, and by cti server according to described queueing message, described user is released news or service request information arranges that the SNS that uses to the user uses or IM uses or the operator attendance of Web2.0 application service technical ability, in order to send customer service information to the user.
Described method also is included in described according to described keyword or phrase, described user is released news or service request information is forwarded to after the step of service business or manual service business the customer service information pushing step of carrying out, and comprising:
Receive after the customer service information of service business or the transmission of manual service business, the inside custom protocol that described customer service information is used is converted to the proprietary protocol that SNS uses or IM uses or Web2.0 uses that the user uses, and described customer service information is forwarded to the user.
Described according to described keyword or phrase, described user is released news or service request information is forwarded to step from service business or manual service business, also comprise:
When triggering the operation flow of other service business according to described service request information, other service business provides according to the contact method that comprises telephone number or fax number or Email address that the user provides the business service mode that comprises voice service or fax services or E-mail service to the user.
According to a further aspect in the invention, a kind of customer service system that provides comprises:
The acquisition of information module is used for obtaining the user that the user issues by internet, applications and releases news or service request information;
Semantic module is used for described user is released news or service request information carries out semantic analysis, extracts or generate keyword or phrase;
The keyword routing module is used for according to described keyword or phrase, described user is released news or service request information is forwarded to from service business or manual service business, in order to send customer service information to the user.
Described customer service system also comprises:
Protocol adaptor, be converted to the inside custom protocol of customer service system for the proprietary protocol that comprises the internet, applications that SNS application or IM application or Web2.0 are used that described user is released news or service request information uses, and the inside custom protocol of described customer service information use is converted to the proprietary protocol that comprises the internet, applications that SNS application or IM application or Web2.0 are used that the user uses;
Information sending module is used for the customer service information after protocol conversion is forwarded to the user.
Described customer service system also comprises:
The message routing module is used for receiving after the customer service information of service business or the transmission of manual service business, described customer service information being forwarded to protocol adaptor.
Compared with prior art, beneficial effect of the present invention is:
1, the present invention both can filter the real-time retrieval of dictionary active according to the keyword that presets on network, digging user releases news, can accept the Client-initiated service request again, and after the user who obtains being released news or service request information carries out semantic analysis, be routed to and comprise note, manual position, the Service Processing Module that outgoing call etc. are relevant, the corresponding operation flow that triggering is preset, automatic or manual provide the real-time service of 7 * 24 hours for the user, promoting the user experiences, satisfaction and stickiness, thereby promote the sustainable growth of the achievement of customer service system applying unit,
2, the present invention can integrate various IM application or SNS application or Web2.0 application, the concrete Details Of Agreement of using of shielding, for various application tools provide a unified access way, and complete the propelling movement of customer service information according to user's concrete needs, promote the user and experience.
Description of drawings
Fig. 1 is the customer service information-pushing method flow chart that the embodiment of the present invention provides;
Fig. 2 is the customer service system structural representation that the embodiment of the present invention provides;
Fig. 3 is the flow process of taking the initiative in offering a hand that the embodiment of the present invention provides;
Fig. 4 is the passive service flow process that the embodiment of the present invention provides.
Embodiment
To a preferred embodiment of the present invention will be described in detail, should be appreciated that following illustrated preferred embodiment only is used for description and interpretation the present invention, is not intended to limit the present invention below in conjunction with accompanying drawing.
the present invention need to use by SNS the user that the user initiatively initiates or system retrieves automatically or instant messaging IM uses or Web2.0 uses the SNS of issue, IM, Web2.0 information is refined integration, utilize participle technique, semantic analysis, the technology such as the unified encapsulation of proprietary protocol, extract or generate the keyword or the phrase that release news about the user, and keyword route dictionary predefined according to customer service system triggers the corresponding service certainly of presetting and the operation flow of manual service, route information to inner transaction processing system, for example: the short message service treatment system, automatic outer call system or by the cti server upper manual position etc. of queuing up.Simultaneously, by automatic or manual mode, to traditional media Push Service message such as the internet, applications such as user's microblogging, QQ, MSN, EMAIL or note, phone, faxes, for the user provides services real-time, 7 * 24 hours.By analysis-by-synthesis, technical scheme of the present invention should have following characteristics at least:
1, can be initiatively real-time on the SNS network according to the keyword set of setting retrieve, filter, crawl information, then according to the analysis to crawl information, be routed to different Service Processing Modules, trigger and preset accordingly service procedure, for the user provides Extraordinary degree of depth customize services;
2, can integrate that various IM are used for or SNS uses or Web2.0 uses, the concrete Details Of Agreement of using of shielding, a unified access way is provided, can use such as the user that MSN, QQ, GTAKL, microblogging etc. are various should be used for obtaining the service that customer service system provides, the service of obtaining can be the service request that the user initiatively initiates, and can be also the service that system releases news and initiatively provides for the user by retrieval user;
The mode that 3, can provide simultaneously automation services and manual service to combine provides communication way by all kinds of means, such as passing through emerging SNS, various IM instrument; The modes such as traditional voice call, note, fax provide service for the user, experience to promote the user.
Below by Fig. 1 and Fig. 2, the realization of technical solution of the present invention is described.
Fig. 1 has shown the customer service information-pushing method flow chart that the embodiment of the present invention provides, and as shown in Figure 1, comprising:
Step 101: the acquisition of information module is obtained the user that the user issues by internet, applications and is released news or service request information.
Described internet, applications comprises that SNS uses or instant messaging IM uses or Web2.0 uses.
Described step 101 comprises: acquisition of information module real-time retrieval SNS application server or Web2.0 application server, and filter dictionary according to the keyword that presets, the automatic capturing user uses by SNS or the user of Web2.0 application issue releases news.
Described step 101 comprises: after the service account that the user uses by SNS or the IM application is added or the concern customer service system provides, the acquisition of information module is obtained the service request information that the user uses by described SNS or the IM application initiatively sends to described service account.
Also comprise protocol conversion steps after described step 101, comprising: the proprietary protocol that the SNS that protocol adaptor releases news described user or service request information uses uses or IM uses or Web2.0 uses is converted to the inside custom protocol of customer service system.
Step 102: described user's semantic module is released news or service request information carries out semantic analysis, extracts or generate keyword or phrase.
Step 103: the keyword routing module is according to described keyword or phrase, described user released news or service request information is forwarded to from service business or manual service business, in order to push customer service information to the user.
Described step 103 comprises: the keyword routing module is searched the operation flow with described keyword or phrase coupling by predefined keyword route dictionary; When the operation flow that triggers from service business, release news or service request information according to described user from service business, send customer service information from the trend user; When triggering the operation flow of manual service business, the keyword routing module is sent to the computer telephone integration cti server with queueing message, and by cti server according to described queueing message, described user is released news or service request information arranges that the SNS that uses to the user uses or IM uses or the operator attendance of Web2.0 application service technical ability, in order to send customer service information to the user.
Also comprise customer service information pushing step after described step 103, comprising: the message routing module receives the manual service business or after the customer service information that service business sends, described customer service information is forwarded to protocol adaptor; After the inside custom protocol that protocol adaptor uses described customer service information was converted to the proprietary protocol that SNS uses or IM uses or Web2.0 uses that the user uses, the customer service information by information sending module after with described protocol conversion was forwarded to the user.
Described step 103 also comprises: when the keyword routing module triggers the operation flow of other service business according to described service request information, other service business provides according to the contact method that comprises telephone number or fax number or Email address that the user provides the business service mode that comprises voice service or fax services or E-mail service to the user.
Fig. 2 has shown the customer service system structural representation that the embodiment of the present invention provides, and as shown in Figure 2, described customer service system comprises:
The acquisition of information module is used for obtaining the user that the user issues by internet, applications and releases news or service request information.Described internet, applications comprises that SNS uses or instant messaging IM uses or Web2.0 uses.Described acquisition of information module can real-time retrieval SNS server or Web2.0 server, and filters dictionary according to the keyword that presets, and the automatic capturing user uses by SNS or Web2.0 uses the user who issues and releases news.After the service account that described acquisition of information module can also be used by SNS the user or the IM application is added or the concern customer service system provides, obtain the service request information that the user uses by described SNS or the IM application initiatively sends to described service account.
Semantic module is used for described user is released news or service request information carries out semantic analysis, extracts or generate keyword or phrase.That is to say, described semantic module is carried out semantic analyzer, and the analysis by to the unsophisticated language of user's input extracts or generate corresponding keyword or phrase.
The keyword routing module is used for according to described keyword or phrase, described user is released news or service request information is forwarded to from service business or manual service business, in order to send customer service information to the user.That is to say, described keyword routing module is carried out the keyword routing program, according to user issue or the information that provides, and semantic module the analysis keyword or the phrase that extract afterwards or generate, in conjunction with predefined keyword route dictionary, to comprise that described user releases news or the user profile of the content such as service request information is routed to different Service Processing Modules, trigger simultaneously the business processing flow that presets, the individual service of customization will be provided for the user.
The message routing module is used for receiving after the customer service information of service business or the transmission of manual service business, described customer service information being forwarded to protocol adaptor.
Protocol adaptor, be converted to the inside custom protocol of customer service system for the proprietary protocol that SNS uses or IM uses or Web2.0 uses that described user is released news or service request information uses, and the inside custom protocol of described customer service information use is converted to the proprietary protocol that SNS uses or IM uses or Web2.0 uses that the user uses.That is to say, the described protocol adaptor adaptation procedure that carries on an agreement, complete the mutual conversion of external protocol and internal agreement, shield the proprietary protocol details that various SNS use, IM uses, Web2.0 uses, for upper layer application and user provide unified interface, the user can use various application tools to be linked into customer service system, and inner different business processing module can by the protocol adaptation program that this protocol adaptor is carried out complete and the user between mutual.
Information sending module is used for, and the customer service information after protocol conversion is forwarded to the user.
In the embodiment shown in fig. 3, the user can use by various forms of SNS, IM uses the access customer service system, in the embodiment shown in fig. 4, customer service system can be by the information that SNS uses, Web2.0 uses that powerful keyword filters, search function initiatively grabs the user.After the service request information that gets the user or the user that grabs the user release news, content to information is carried out semantic analysis, extract or generate keyword or phrase, and through the keyword routing module, corresponding business processing flow is handed in service, for the user provides personalized service targetedly.
Fig. 3 has shown the flow process of taking the initiative in offering a hand that the embodiment of the present invention provides, as shown in Figure 3, the process of taking the initiative in offering a hand is by several important process implementations such as automatic or manual propelling movement of information retrieval, protocol conversion, semantic analysis, keyword route, service message, and the flow process of taking the initiative in offering a hand is as follows:
1, information retrieval
Step 1: the acquisition of information module is carried out the keyword filter, filter dictionary according to the keyword that presets SNS application server, the WEB2.0 application server of appointment carried out real time scan, grabbing satisfactory user releases news, described user releases news by the user by using SNS to use or Web2.0 uses issue, for example happy net, everybody net, blog etc.;
Step 2: user profile is sent to protocol conversion module, and described user profile comprises the information such as the user releases news, user ID.
2, protocol conversion
Step 1: protocol conversion module is converted to the inside custom protocol of customer service system with the release news proprietary protocol that SNS uses or Web2.0 uses that uses of described user;
Step 2: will release news through the user after protocol conversion and be forwarded to semantic module.
3, semantic analysis
Step 1: semantic module is analyzed described user and is released news, and extracts or generate corresponding keyword or phrase;
Step 2: keyword or phrase are submitted to the keyword routing module.
4, keyword route
Step 1: keyword or phrase that the keyword routing module is submitted to according to speech analysis module, mate predefined keyword route dictionary, and according to the operation flow of dictionary definition, user profile be forwarded to corresponding Service Processing Module;
Step 2: if triggering triggers corresponding sub-services flow process from the operation flow of service business, send customer service information from the trend user, namely push the service message of customization to the user;
Step 3: if trigger the operation flow of manual service business, submit queueing message to cti server, the access medium type that SNS uses or Web2.0 uses that cti server uses according to the user, queue to the manual position that has accordingly such media processing technical ability, manual position is processed accordingly according to described user profile.For example, cti server uses the user of microblogging issue to release news the user and queues to the operator attendance with microblogging service technical ability, so that operator attendance sends customer service information according to user profile to the user, namely push the service message of customization to the user.
5, the automatic or manual propelling movement of service message
The automatic propelling movement step of service message: the operation flow from service business is sent to service message the message routing module automatically, the message routing module is according to type of message, described service message is routed to the corresponding handling process of protocol adaptor, after protocol adaptor was completed the conversion of inside and outside agreement, the service message by information sending module after with protocol conversion was pushed to the user;
The artificial propelling movement step of service message: after manual position is processed described user profile, push the customer service information of customization to the user, the individual service message that namely customizes, the message routing module is routed to the corresponding handling process of protocol adaptor according to type of message with described service message, after protocol adaptor was completed the conversion of inside and outside agreement, the service message by information sending module after with protocol conversion was pushed to the user.
Described message routing module is according to the type of user profile, and the customer service information pushing is used to corresponding user, and for example, the user issues the user when releasing news by microblogging, described message routing module with the customer service information router to user's microblogging; The user issues the user when releasing news by blog, described message routing module with the customer service information router to user's blog.
Fig. 4 has shown the passive service flow process that the embodiment of the present invention provides, as shown in Figure 4, the passive service process turns automatic or manual several important process implementations such as service by access, protocol conversion, semantic analysis, keyword route, basis and the user interactions situation of media information, and the passive service flow process is as follows:
1, the access of media information
Step 1: after the user initiates service request by the service account numbers of paying close attention to or the interpolation customer service system provides to this service account numbers, the acquisition of information module is obtained user's service request information, described service request information is issued by using a certain specific SNS application or IM to use by the user, for example microblogging, QQ, MSN etc.;
Step 2: user profile is sent to protocol conversion module, and described user profile comprises the information such as service request information, user ID.
2, protocol conversion
Step 1: the proprietary protocol that SNS uses or IM uses that protocol conversion module uses described service request information is converted to the inside custom protocol of customer service system;
Step 2: will be forwarded to semantic module through the service request information after protocol conversion.
3, semantic analysis
Step 1: semantic module is analyzed described service request information, extracts or generate corresponding keyword and phrase;
Step 2: keyword or phrase are submitted to the keyword routing module.
4, keyword route
Step 1: keyword or phrase that the keyword routing module is submitted to according to semantic module, mate predefined keyword route dictionary, and according to the operation flow of dictionary definition, user profile be forwarded to corresponding Service Processing Module;
Step 2: if triggering triggers corresponding sub-services flow process from the operation flow of service business, send customer service information from the trend user, namely push the service message of customization to the user;
Step 3: if trigger the operation flow of manual service business, submit queueing message to cti server, the access medium type that SNS uses or IM uses that cti server uses according to the user, queue to the manual position that has accordingly such media processing technical ability, manual position is processed accordingly according to described user profile.For example, the service request that cti server uses QQ to initiate the user queues to the operator attendance with QQ service technical ability, the service request of using MSN to initiate the user queues to the operator attendance with MSN service technical ability, so that operator attendance sends customer service information according to user profile to the user, namely push the service message of customization to the user.
Step 4: if trigger the operation flow of other service business, to other contact methods of user's query user, and trigger the corresponding service flow process.For example, when customer requirements was further served, active request client provided other contact methods such as telephone number, fax number, Email address.
5, basis and user interactions situation turn automatic or manual service
The automatic propelling movement step of service message: the operation flow from service business is sent to service message the message routing module automatically, the message routing module is according to type of message, described service message is routed to the corresponding handling process of protocol adaptor, after protocol adaptor was completed the conversion of inside and outside agreement, the service message by information sending module after with protocol conversion was pushed to the user.Simultaneously, by the repetition to above step, complete mutual with the user.
The artificial propelling movement step of service message: after manual position is processed described user profile, push the customer service information of customization to the user, the individual service message that namely customizes, the message routing module is routed to the corresponding handling process of protocol adaptor according to type of message with described service message, after protocol adaptor was completed the conversion of inside and outside agreement, the service message by information sending module after with protocol conversion was pushed to the user.Simultaneously, by the repetition to above step, for the user provides service, until the user initiatively withdraws from service or user service requirement is met, manual position active termination service process.
Described message routing module is according to the type of user profile, the customer service information pushing is used to corresponding user, for example, when the user initiates service request by QQ, described message routing module with the customer service information router to user QQ; When the user initiates service request by MSN, described message routing module with the customer service information router to user MSN.
If triggered the operation flow of other service business, after the relevant contact method of user's query, change corresponding Service Processing Module over to.If the user provides the telephone number requirement to carry out artificial speech service, queue to voice service seat, the user is carried out artificial voice service; Customer requirements sends the service request of note, sends note to the user.In addition, can also provide the methods of service such as Email, fax to provide service to the user.
In sum, the present invention has following technique effect:
1, the present invention has realized the filtration crawl of magnanimity information and has analyzed, and pushes the interested content of user from the trend user, and potential demand that can digging user promotes the user and experiences;
2, the present invention can complete the semantic analysis of unsophisticated language, extracts to be routed to corresponding business processing flow after keyword and to complete service to the user, experiences to promote the user;
3, the present invention is after service changes different handling processes over to, the user can come automatic completion service or provide manual service by system with unsophisticated language, perhaps select traditional audio call, note, fax etc. arbitrarily the interactive mode of system's support obtain the service that system provides, for the user deals with problems or pushes his interested content to the user;
4, the present invention is easy to use, lower deployment cost is low, upgrades on existing software systems also very convenient, has very high practical value and commercial value.
Although above the present invention is had been described in detail, the invention is not restricted to this, those skilled in the art of the present technique can carry out various modifications according to principle of the present invention.Therefore, all modifications of doing according to the principle of the invention all should be understood to fall into protection scope of the present invention.
Claims (10)
1. a customer service information-pushing method, is characterized in that, comprising:
Obtaining the user that the user issues by internet, applications releases news or service request information;
Described user is released news or service request information carries out semantic analysis, extract or generate keyword or phrase;
According to described keyword or phrase, described user is released news or service request information is forwarded to from service business or manual service business, in order to push customer service information to the user.
2. method according to claim 1, is characterized in that, described internet, applications comprises that SNS uses or Web2.0 uses, and the user that the described user of obtaining issues by internet, applications releases news or the step of service request information, comprising:
Real-time retrieval SNS application server or Web2.0 application server, and filter dictionary according to the keyword that presets, the automatic capturing user uses by SNS or the user of Web2.0 application issue releases news.
3. method according to claim 1, is characterized in that, described internet, applications comprises that SNS uses or IM uses, and the user that the described user of obtaining issues by internet, applications releases news or the step of service request information comprises:
Use by SNS the user or IM use to add or pay close attention to the service account that customer service system provides after, obtain that the user uses by described SNS or IM uses the service request information that initiatively sends to described service account.
4. according to claim 2 or 3 described methods, is characterized in that, be included in also that user that the described user of obtaining issues by internet, applications releases news or the step of service request information after the protocol conversion steps carried out, comprising:
Described user is released news or the proprietary protocol that SNS uses or IM uses or Web2.0 uses that service request information uses is converted to the inside custom protocol of customer service system.
5. method according to claim 4, is characterized in that, and is described according to described keyword or phrase, described user released news or service request information is forwarded to step from service business or manual service business, comprising:
By predefined keyword route dictionary, search the operation flow with described keyword or phrase coupling;
When the operation flow that triggers from service business, release news or service request information according to described user from service business, send customer service information from the trend user;
When triggering the operation flow of manual service business, queueing message is sent to the computer telephone integration cti server, and by cti server according to described queueing message, described user is released news or service request information arranges that the SNS that uses to the user uses or IM uses or the operator attendance of Web2.0 application service technical ability, in order to send customer service information to the user.
6. method according to claim 5, it is characterized in that, also be included in describedly according to described keyword or phrase, described user released news or service request information is forwarded to after the step of service business or manual service business the customer service information pushing step of carrying out, comprising:
Receive after the customer service information of service business or the transmission of manual service business, the inside custom protocol that described customer service information is used is converted to the proprietary protocol that SNS uses or IM uses or Web2.0 uses that the user uses, and described customer service information is forwarded to the user.
7. method according to claim 5, is characterized in that, and is described according to described keyword or phrase, described user released news or service request information is forwarded to step from service business or manual service business, also comprises:
When triggering the operation flow of other service business according to described service request information, other service business provides according to the contact method that comprises telephone number or fax number or Email address that the user provides the business service mode that comprises voice service or fax services or E-mail service to the user.
8. a customer service system, is characterized in that, comprising:
The acquisition of information module is used for obtaining the user that the user issues by internet, applications and releases news or service request information;
Semantic module is used for described user is released news or service request information carries out semantic analysis, extracts or generate keyword or phrase;
The keyword routing module is used for according to described keyword or phrase, described user is released news or service request information is forwarded to from service business or manual service business, in order to send customer service information to the user.
9. customer service system according to claim 8 also comprises:
Protocol adaptor, be converted to the inside custom protocol of customer service system for the proprietary protocol that comprises the internet, applications that SNS application or IM application or Web2.0 are used that described user is released news or service request information uses, and the inside custom protocol of described customer service information use is converted to the proprietary protocol that comprises the internet, applications that SNS application or IM application or Web2.0 are used that the user uses;
Information sending module is used for the customer service information after protocol conversion is forwarded to the user.
10. customer service system according to claim 8 also comprises:
The message routing module is used for receiving after the customer service information of service business or the transmission of manual service business, described customer service information being forwarded to protocol adaptor.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110337505.3A CN103095753B (en) | 2011-10-31 | 2011-10-31 | A kind of customer service system and customer service information-pushing method |
| PCT/CN2012/078880 WO2013063955A1 (en) | 2011-10-31 | 2012-07-19 | Customer service system and customer service information pushing method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110337505.3A CN103095753B (en) | 2011-10-31 | 2011-10-31 | A kind of customer service system and customer service information-pushing method |
Publications (2)
| Publication Number | Publication Date |
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| CN103095753A true CN103095753A (en) | 2013-05-08 |
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| CN103986784A (en) * | 2014-05-30 | 2014-08-13 | 小米科技有限责任公司 | Communication method and device |
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| CN108900726A (en) * | 2018-06-28 | 2018-11-27 | 北京首汽智行科技有限公司 | Artificial customer service forwarding method based on speech robot people |
| CN108833265B (en) * | 2018-06-28 | 2021-04-20 | 腾讯科技（深圳）有限公司 | Message processing method, device, server and storage medium |
| CN111353090A (en) * | 2018-12-24 | 2020-06-30 | 北京嘀嘀无限科技发展有限公司 | Service distribution method, device, server and readable storage medium |
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| CN110990553A (en) * | 2019-12-18 | 2020-04-10 | 上海智勘科技有限公司 | Coupling method and system of intelligent sound box voice interaction system and insurance agent |
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| CN111311286B (en) * | 2020-02-27 | 2023-04-07 | 腾讯科技（深圳）有限公司 | Intelligent customer service data processing method and device, computing equipment and storage medium |
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| CN103095753B (en) | 2018-04-10 |
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