CN105162688A - Method for chatting with online customer service representative - Google Patents
Method for chatting with online customer service representative Download PDFInfo
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- CN105162688A CN105162688A CN201510497578.7A CN201510497578A CN105162688A CN 105162688 A CN105162688 A CN 105162688A CN 201510497578 A CN201510497578 A CN 201510497578A CN 105162688 A CN105162688 A CN 105162688A
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Abstract
The invention discloses a method for chatting with an online customer service representative, and belongs to the field of instant messaging (IM). IM connection between a customer service server and a client is established in advance; the client can make conversation with the customer service server in the manner that the client only communicate with an intelligent robot customer service platform, or priority is assigned to communication with the intelligent robot customer service platform, or priority is assigned to communication with a manual customer service platform; and free switching between the intelligent robot customer service platform and the manual customer service platform is realized. The problem that user experience is not good due to the fact that a chat robot and the manual online platform cannot be switched smoothly in the original customer service filed is solved.
Description
Technical field
The present invention relates to instant messaging field, especially relate to a kind of method realizing chatting with online customer service.
Background technology
Artificial intelligence develops quite rapid in recent years, various artificial intelligence technology has entered into the life of people at silent, such as adopts artificial intelligence technology product---the chat robots of semantic understanding.
Chat robots system, user can chat with robot, but what obtain is the dialogue extremely personalized, and except interactively dialogue, more can " order " machine people to search information, play games for user.Chat robots system at least comprises a user and a chat robots, namely described user uses the user of immediate communication platform or SMS platform, and described chat robots has communication module, has the artificial intelligence servers of artificial intelligence and function serving information and the database of correspondence thereof.
The use that based on the appearance of the online customer service system of webpage session, online customer service technology instead of that traditional customer service QQ is online, MSN is online etc., although some function of QQ and MSN cannot substitute in the use of personal user, but website online customer service system is as a professional webpage customer service instrument, be for enterprise web site visitor convenient in time and enterprise carry out a bitcom of instant communication, its good Experience Degree is can not be replaced.And QQ, MSN have some drawbacks as customer service instrument, as needed mounting software, plusing good friend, function singleness etc.This type of online customer service is not only online customer service, simultaneously also for website provides visitor's track following, traffic statistics analysis, customer relation management etc. function.Surmount the function of immediate communication tool completely.
Existing chat robots technology has the limitation in use in customer service field, chat robots is only suitable for the problem for answering pre-sales consulting class, for electric firm industry, whether in stock chat robots can only answer some buyer's guides, the problem such as how to use, can not solve class problem after sale, the commodity such as bought as user are defective in quality, when needing goods return and replacement, chat robots just can not well have been served.And although existing online customer service can be good at the problem that solves after sale, due to the impact by operator attendance and cost, can not accomplish serve for 7*24 hour, and response speed slowly, usually generally can only accomplish that an operator attendance serves five users.In addition, operator attendance because each contact staff's ability is different, when answer user seeks advice from, answer disunity, and it is long to inquire about corresponding professional knowledge storehouse, service profile time, to the experience that user is very bad.Existing chat robots and manually can not realize good docking and switching at line platform.
Summary of the invention
For the above-mentioned defect existed in prior art, the object of this invention is to provide a kind of method realizing chatting with online customer service, to solve in original customer service field, chat robots and manually can not realize good docking and switching at line platform, causes the problem that user experience is not high.
For solving the problems of the technologies described above, the invention provides a kind of method realizing chatting with online customer service, set up customer service end to be in advance connected with the instant messaging of client, wherein, described customer service end comprises intelligent robot customer service platform and artificial customer service platform, and client can select the mode of one of the following to realize the conversational services with customer service end:
Only with the communication of intelligent robot customer service platform, intelligent robot customer service platform receives the conversation message that client is sent, Automatic inquirying knowledge base to determine the answer that the problem comprised with described conversation message matches, and comprises the response message of this answer to client by instant messaging connection transmission;
The communication of intelligent robot customer service platform is preferential, client first is selected to realize instant messaging with intelligent robot customer service platform and is connected, and freely can switch to artificial customer service platform continuation session according to demand, and again switch to intelligent robot customer service platform from described artificial customer service platform;
Artificial customer service platform communication is preferential, and client first is selected to realize instant messaging with artificial customer service platform and is connected, and freely can switch to intelligent robot customer service platform continuation session according to demand, and again switches to artificial customer service platform from described robot platform.
Further, when client selects intelligent robot customer service platform communication mode of priority, client first selects intelligent robot customer service platform and after providing service by this intelligent robot customer service platform, select artificial customer service platform service again, whether whether described manual platform will show intelligent's work to client and receive the upper limit and wait in line, if any, then show current Queue sequence, and automatic transfer is continued and client's side link by described intelligent robot customer service platform to intelligent robot customer service platform; As no, then automatically switch to artificial customer service platform and described client realizes answer service.
Further, when selecting artificial customer service platform communication mode of priority, client is first selected artificial customer service platform and is provided service by this artificial customer service platform, system checks whether operator attendance reception has reached the upper limit and whether waited in line automatically, if display is queued up, be directly switch to intelligent robot customer service platform and complete answer service, if not do not queued up, then directly complete answer service by this artificial customer service platform.
Further, when system display is queued up, be directly switch to intelligent robot customer service platform when completing answer service by this intelligent robot customer service platform, client can be selected again to be transferred to artificial customer service platform, whether whether the current operator attendance of display reached the upper limit and waited in line by system, in this way, then continue to complete service by intelligent robot customer service platform, as no, then complete answer service by artificial customer service platform.
Further, client can freely be changed repeatedly between described artificial customer service platform and intelligent robot customer service platform.
Further, when display is waited in line, after user switches to intelligent robot customer service platform, still retain former queuing sequence number, after Queue sequence arrives, user can select to switch to artificial customer service platform or continue service by intelligent robot customer service platform.
Further, described client comprises website and mobile terminal.
Compared with prior art, a kind of method realizing chatting with online customer service of the present invention, achieve the unrestricted choice and switching that only have robot, preferential, the artificial preferential three kinds of modes of customer service of robot customer service, can better service-user, realization allows operator attendance answer class problem after sale, is answered in advance, decrease the stand-by period of user when manually not receiving by robot, also give the more hommization of user to select, strengthen customer experience.
Accompanying drawing explanation
The theory diagram of the method that Fig. 1 chats for the realization described in the embodiment of the present invention and online customer service
Fig. 2 only realizes the theory diagram of online chatting with intelligent chat robots customer service platform in the embodiment of the present invention.
Fig. 3 be the intelligent chat robots customer service platform communication in the embodiment of the present invention preferential time realize the theory diagram of online chatting.
Fig. 4 be the artificial customer service platform communication in the embodiment of the present invention preferential time realize the theory diagram of online chatting.
Embodiment
Below in conjunction with accompanying drawing, the present invention is described in further detail, but not as a limitation of the invention.
As shown in Figure 1, a kind of method realizing chatting with online customer service described in the embodiment of the present invention, set up customer service end to be in advance connected with the instant messaging of client, this connected mode comprises the instant messaging realized in point-to-point P2P mode and connects or connect with the instant messaging that the mode that instant communication server forwards realizes, described client comprises website and mobile terminal, and mobile terminal comprises mobile phone, computer etc.Wherein, described customer service end comprises intelligent robot customer service platform and artificial customer service platform, and client can select the mode of one of the following to realize the conversational services with customer service end:
Mode one, only with the communication of intelligent robot customer service platform, after user establishes a communications link, intelligent robot customer service platform receives the conversation message that client is sent, Automatic inquirying knowledge base is to determine the answer that the problem comprised with described conversation message matches, and comprise the response message of this answer to client by instant messaging connection transmission, complete to service; Wherein, the chat robots server in the present invention not only has knowledge base, can also extract, thus find a solution to the problem from open text library to information.
Mode two, the communication of intelligent robot customer service platform are preferential, client first is selected to realize instant messaging with intelligent robot customer service platform and is connected, continue session by artificial customer service platform also freely can be switched to according to demand, and again switch to intelligent robot customer service platform from described artificial customer service platform.
Mode three, artificial customer service platform communication are preferential, client first is selected to realize instant messaging with artificial customer service platform and is connected, and freely can switch to intelligent robot customer service platform continuation session according to demand, and again switch to artificial customer service platform from described robot platform.
Specifically, with reference to shown in Fig. 3, in above-mentioned client selection mode two, client is first selected intelligent robot customer service platform and carries out communication with it to be connected, when client is dissatisfied or when having an insurmountable problem of other intelligent robots to the answer of the problem that chat robots returns, user clicks manual service platform by client, select artificial customer service platform for its service, the communication connection of such disconnection and intelligent robot customer service platform also sets up the communication connection with artificial customer service platform, whether described artificial customer service platform will to client display intelligent's work reception upper limit, whether wait in line and the relevant information such as current queue number, if any (representing that intelligent's work is received the upper limit or be there is queue number), then show current Queue sequence, and automatic transfer is continued and client's side link to intelligent robot customer service platform by described intelligent robot customer service platform, as no (represent non-intelligent's work reception upper limit and do not exist and wait in line), then automatically switch to artificial customer service platform, realize answer service by described artificial customer service platform and described client.In the present embodiment, when after the automatic transfer to artificial customer service platform because existence waits in line, as Queue sequence arrives, then user can select to transfer back to artificial customer service or retain still to be solved by intelligent robot customer service platform, as selected to turn, is then forwarded to artificial customer service platform, dealt with problems for it by artificial customer service platform, eliminate user because waiting for the time of waste, if problem solves, then system is closed automatically.
Specifically, shown in Figure 4, in above-mentioned client selection mode three, client is selected artificial customer service platform and carries out communication with it to be connected in advance, service is provided by this artificial customer service platform, system checks whether operator attendance reception has reached the upper limit and whether waited in line automatically, if display is being queued up or is being reached the operator attendance reception upper limit, then be directly switch to intelligent robot customer service platform and complete answer service, if not do not queued up, then directly complete answer service by this artificial customer service platform.
Further, in aforesaid way three, when system display is queued up, be directly switch to intelligent robot customer service platform when completing answer service by this intelligent robot customer service platform, client can be selected again to be transferred to artificial customer service platform, whether whether the current operator attendance of display reached the upper limit and waited in line by system, in this way, then continue to complete service by intelligent robot customer service platform, as no (showing do not reach the operator attendance reception upper limit and do not wait in line), then complete answer service by artificial customer service platform.In the present embodiment, when display is waited in line, after user switches to intelligent robot customer service platform, still retain former queuing sequence number, after Queue sequence arrives, user can select to switch to artificial customer service platform or served by intelligent robot customer service platform, which reduces the stand-by period of user, makes full use of resource.If problem solves, then system is automatically closed and can not be switched in artificial customer service platform again.
In the above-mentioned methods, client can freely be changed repeatedly between described artificial customer service platform and intelligent robot customer service platform.That is, switch to intelligent robot customer service platform when artificial customer service is too busy to do it, when the answer of intelligent robot is unsatisfied with, can switch to artificial customer service, between can switch repeatedly back and forth, until it is complete to help user to deal with problems.
Present invention achieves the unrestricted choice and switching that only have robot, preferential, the artificial preferential three kinds of modes of customer service of robot customer service, can better service-user, realization allows operator attendance answer class problem after sale, artificial reception not time answered in advance by robot, decrease the stand-by period of user, also give user and more select.
Above-mentioned explanation illustrate and describes some preferred embodiments of the present invention, but as previously mentioned, be to be understood that the present invention is not limited to the form disclosed by this paper, should not regard the eliminating to other embodiments as, and can be used for other combinations various, amendment and environment, and can in invention contemplated scope described herein, changed by the technology of above-mentioned instruction or association area or knowledge.And the change that those skilled in the art carry out and change do not depart from the spirit and scope of the present invention, then all should in the protection range of claims of the present invention.
Claims (7)
1. one kind realizes the method for chatting with online customer service, set up customer service end to be in advance connected with the instant messaging of client, it is characterized in that, described customer service end comprises intelligent robot customer service platform and artificial customer service platform, and client can select the mode of one of the following to realize the conversational services with customer service end:
Only with the communication of intelligent robot customer service platform, intelligent robot customer service platform receives the conversation message that client is sent, Automatic inquirying knowledge base to determine the answer that the problem comprised with described conversation message matches, and comprises the response message of this answer to client by instant messaging connection transmission;
The communication of intelligent robot customer service platform is preferential, client first is selected to realize instant messaging with intelligent robot customer service platform and is connected, and freely can switch to artificial customer service platform continuation session according to demand, and again switch to intelligent robot customer service platform from described artificial customer service platform;
Artificial customer service platform communication is preferential, and client first is selected to realize instant messaging with artificial customer service platform and is connected, and freely can switch to intelligent robot customer service platform continuation session according to demand, and again switches to artificial customer service platform from described robot platform.
2. method according to claim 1, it is characterized in that, when client selects intelligent robot customer service platform communication mode of priority, client first selects intelligent robot customer service platform and after providing service by this intelligent robot customer service platform, select artificial customer service platform service again, whether whether described manual platform will show intelligent's work to client and receive the upper limit and wait in line, if any, then show current Queue sequence, and automatic transfer is continued and client's side link by described intelligent robot customer service platform to intelligent robot customer service platform; As no, then automatically switch to artificial customer service platform and described client realizes answer service.
3. method according to claim 1, it is characterized in that, when selecting artificial customer service platform communication mode of priority, client is first selected artificial customer service platform and is provided service by this artificial customer service platform, system checks whether operator attendance reception has reached the upper limit and whether waited in line automatically, if display is queued up, be directly switch to intelligent robot customer service platform and complete answer service, if not do not queued up, then directly complete answer service by this artificial customer service platform.
4. method according to claim 3, it is characterized in that, when system display is queued up, be directly switch to intelligent robot customer service platform when completing answer service by this intelligent robot customer service platform, client can be selected again to be transferred to artificial customer service platform, whether whether the current operator attendance of display reached the upper limit and waited in line by system, in this way, then continues to complete service by intelligent robot customer service platform, as no, then complete answer service by artificial customer service platform.
5. the method according to claim 1-4, is characterized in that, client can freely be changed repeatedly between described artificial customer service platform and intelligent robot customer service platform.
6. according to the method in claim 2 or 3, it is characterized in that, when display is waited in line, after user switches to intelligent robot customer service platform, still retain former queuing sequence number, after Queue sequence arrives, user can select to switch to artificial customer service platform or continue service by intelligent robot customer service platform.
7. method according to claim 1, is characterized in that, described client comprises website and mobile terminal.
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