CN105512153A - Method and device for service provision of online customer service system, and system - Google Patents
Method and device for service provision of online customer service system, and system Download PDFInfo
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- CN105512153A CN105512153A CN201410555255.4A CN201410555255A CN105512153A CN 105512153 A CN105512153 A CN 105512153A CN 201410555255 A CN201410555255 A CN 201410555255A CN 105512153 A CN105512153 A CN 105512153A
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Abstract
The invention discloses a method and device for service provision of an online customer service system and the online customer service system. The method comprises the steps that an instruction for using the online customer service system sent by a user is received; according to saved behavior trace tracking data as well as historical access data of the user, the user is classified, and services used by the user or a question proposed by the user are predicted; and a menu interface corresponding to a classification result is displayed on an online customer service interface, or an online customer service worker corresponding to the classification result is assigned. The method and device for the service provision as well as the online customer service system disclosed by the invention have the advantages that the type of the question to be proposed by the user are predicted through user classification and a menu related with the classification or the online customer service worker proficient in solving the type of questions is displayed, so that convenient and rapid help services can be provided to the user; use efficiency of the user can be increased; the user's service experience can be improved; and working pressure of the online customer service worker can be relieved.
Description
Technical field
The present invention relates to communication technical field, particularly relate to a kind of service providing method, Apparatus and system of online customer service system.
Background technology
Online customer service system, through this development in several years, has become the indispensable instrument such as website client service, auxiliary web site sale.Online customer service system is a kind of general designation of webpage version Instant Messenger (IM) software, the seamless combination of its realization and website, for website provides the platform with visitor's dialogue.Site visitor, without the need to installing any software, namely engages in the dialogue by webpage.At present, each operator both provide carry out opening, the Self-Service of the business such as inquiry, user becomes trend in net Room Self-Service form.For Self-Service, the net Room provides the function of " online customer service ", this service can be used to ask for help when user runs into unclear ground.
Existing online customer service generally provides two kinds of forms: menu mode helps, manual service.Menu mode helps to be that conventional the problems and solutions classifies and makes menu by the net Room, selects for user, checks.Manual service manually helps user to deal with problems by online talk mode.There are the following problems for existing online customer service:
1, the learning cost of user is high: during menu mode helps, user obtains the content first understanding menu, could therefrom make one's options according to the problem of oneself;
2, the communication of user is got up more time-consuming: in manual mode service, user must input more word, to state produced problem;
3, require high to the knowledge hierarchy of artificial customer service: for the customer service of manual service, need to be grasped problem and the knowledge of net Room each side, to tackle the problem of user.
Summary of the invention
In view of this, the technical matters that the present invention will solve is to provide a kind of service providing method of online customer service system, and the trace data according to user behavior track is classified to user, represents related menu or distributes online contact staff.
A service providing method for online customer service system, comprising: the instruction receiving the online customer service system of use that user sends; According to action trail trace data and the history visit data of this user preserved, this user is classified and predicts the problem of the service that this user uses or proposition; Online customer service interface represents the online customer service personnel that the menu interface corresponding with classification results or distribution and classification results are corresponding.
According to one embodiment of present invention, further, the instruction that user clicks the online customer service system of use that " online customer service " button sends is received; After the user logs, the identifier in user cookie is read; Action trail trace data and the history visit data of this user is inquired about according to described identifier; If the action trail trace data that user is therewith corresponding can not be obtained, then show conventional interface to described user, or Random assignment online customer service personnel.
According to one embodiment of present invention, further, if described action trail trace data can be obtained, then from described action trail trace data, extract user access track and access track key word; If described history visit data can be obtained, then from described history visit data, extract search record and consulting key word; Predict the problem of the service that this user uses or proposition according to described access track key word and described consulting key word, and this user is classified.
According to one embodiment of present invention, further, the sorting key word that can identify characteristic of division is obtained in this online customer service system, generate classification set according to described sorting key word, each element in described classification set is the classification subset be made up of multiple sorting key word that be associated, that belong to certain classification; By described access track key word and the set of described consulting key word composition user behavior; Described user behavior set is mated with described classification set, from described classification set, obtains the classification subset with described user behavior sets match; Predict the problem of the service that this user uses or proposition according to the classification subset obtained, and on described line customer service interface, represent the menu interface corresponding with the classification subset of acquisition or distribute and online customer service personnel that the classification subset that obtains is corresponding.
According to one embodiment of present invention, further, the classification subset in described classification set comprises: frequently asked questions and corresponding answer, inquiry into expenses and integration service, recharging and paying and bill payment, business handling and fiber resource are inquired about, online troubleshooting and complaint.
The technical matters that the present invention will solve is to provide a kind of service providing apparatus of online customer service system, and the trace data according to user behavior track is classified to user, represents related menu or distributes online contact staff.
A service providing apparatus for online customer service system, comprising: instruction reception unit, for receiving the instruction of the online customer service system of use that user sends; Users classification unit, for action trail trace data and the history visit data of this user according to preservation, classifies to this user and predicts the problem of the service that this user uses or proposition; Service unit, represents the online customer service personnel that the menu interface corresponding with classification results or distribution and classification results are corresponding on online customer service interface.
According to one embodiment of present invention, further, described instruction reception unit, also clicks the instruction of the online customer service system of use that " online customer service " button sends for receiving user, after the user logs, reads the identifier in user cookie; Described users classification unit, also for inquiring about action trail trace data and the history visit data of this user according to described identifier; Described service unit, if also for action trail trace data corresponding to user therewith can not be obtained, then show conventional interface to described user, or Random assignment online customer service personnel.
According to one embodiment of present invention, further, described users classification unit, if also for obtaining described action trail trace data, then extracts user and accesses track and access track key word from described action trail trace data; If described history visit data can be obtained, then from described history visit data, extract search record and consulting key word; Predict the problem of the service that this user uses or proposition according to described access track key word and described consulting key word, and this user is classified.
According to one embodiment of present invention, further, described users classification unit, also for obtaining the sorting key word that can identify characteristic of division in this online customer service system, generate classification set according to described sorting key word, each element in described classification set is the classification subset be made up of multiple sorting key word that be associated, that belong to certain classification; By described access track key word and the set of described consulting key word composition user behavior; Described user behavior set is mated with described classification set, from described classification set, obtains the classification subset with described user behavior sets match; The problem of the service that this user uses or proposition is predicted according to the classification subset obtained; Described service unit, also for the corresponding menu interface of classification subset that represents on described line customer service interface and obtain or distribute and online customer service personnel that the classification subset that obtains is corresponding.
According to one embodiment of present invention, further, the classification subset in described classification set comprises: frequently asked questions and corresponding answer, inquiry into expenses and integration service, recharging and paying and bill payment, business handling and fiber resource are inquired about, online troubleshooting and complaint.
A kind of online customer service system, comprises the service providing apparatus of online customer service system as above.
The service providing method of online customer service system of the present invention, device and online customer service system, pass through users classification, the Questions types that prediction user will propose, represent the menu relevant with classification, or line is good at the online customer service personnel solving problems, for user provides convenience, helps service efficiently, the service efficiency of user can be improved.
Accompanying drawing explanation
In order to be illustrated more clearly in the embodiment of the present invention or technical scheme of the prior art, be briefly described to the accompanying drawing used required in embodiment or description of the prior art below, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those of ordinary skill in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to these accompanying drawings.
Fig. 1 is the process flow diagram of an embodiment of service providing method according to online customer service system of the present invention;
Fig. 2 is the process flow diagram of another embodiment of service providing method according to online customer service system of the present invention;
Fig. 3 is the structural representation of an embodiment of service providing apparatus according to online customer service system of the present invention.
Embodiment
With reference to the accompanying drawings the present invention is described more fully, exemplary embodiment of the present invention is wherein described.Below in conjunction with the accompanying drawing in the embodiment of the present invention, be clearly and completely described the technical scheme in the embodiment of the present invention, obviously, described embodiment is only the present invention's part embodiment, instead of whole embodiments.Based on the embodiment in the present invention, those of ordinary skill in the art, not making the every other embodiment obtained under creative work prerequisite, belong to the scope of protection of the invention.Below in conjunction with each figure and embodiment, many-sided description is carried out to technical scheme of the present invention.
Fig. 1 is the process flow diagram of an embodiment of service providing method according to online customer service system of the present invention, as shown in Figure 1:
Step 101, receives the instruction of the online customer service system of use that user sends.
Step 102, according to action trail trace data and the history visit data of this user preserved, classifies to this user and predicts the problem of the service that this user uses or proposition.
Step 103, online customer service interface represents the online customer service personnel that the menu interface corresponding with classification results or distribution and classification results are corresponding.
The service providing method of online customer service system of the present invention, pass through users classification, the Questions types that prediction user will propose, represent the menu relevant with classification, or line is good at the online customer service personnel solving problems, for user provides convenience, helps service efficiently, to reach and to improve user's service experience, to reduce the object of the working pressure of online contact staff simultaneously.
When user clicks online customer service function button, online customer service system is to netting Room behavior tracking system request user in certain time period, the such as action trail trace data of access in nearest three days, according to user classification method, user is classified, the problem that prediction user will seek advice from, online customer service interface represents related menu help, or distribute corresponding online customer service personnel and offer help.
Receive the instruction that user clicks the online customer service system of use that " online customer service " button sends, after the user logs, read the identifier in user cookie.Identifier can have multiple, and such as, user is by surfing Internet with cell phone, and identifier can be the phone number of user; User's online inputs user name, telephone number etc., and this user name, telephone number also can as identifiers.
Action trail trace data and the history visit data of this user can be inquired about according to identifier.If the action trail trace data that user is therewith corresponding can not be obtained, then show conventional interface to user, or Random assignment online customer service personnel.
If can obtain action trail trace data, then subordinate act trajectory track extracting data user accesses track and access track key word.If history visit data can be obtained, then from history visit data, extract search record and consulting key word.Predict the problem of the service that this user uses or proposition according to access track key word and consulting key word, and this user is classified.Key word of the present invention can be single word, also can be word or english etc.
For users classification, the sorting key word that can identify characteristic of division can be obtained in this online customer service system, generate classification set according to sorting key word, each element in classification set is the classification subset be made up of multiple sorting key word that be associated, that belong to certain classification; Track key word and the set of consulting key word composition user behavior will be accessed.
User behavior set is mated with classification set, from classification set, obtains the classification subset with user behavior sets match.Predict the problem of the service that this user uses or proposition according to the classification subset obtained, and online customer service interface represent the menu interface corresponding with the classification subset of acquisition or distribute and online customer service personnel that the classification subset that obtains is corresponding.
In one embodiment, according to the net Room to the action trail trace data of user behavior track, classify to user behavior, the problem that will seek advice from of prediction user, represents related menu and helps, or distributes corresponding online customer service personnel and offer help.
Extract the key word that can identify characteristic of division from the existing knowledge hierarchy of online customer service, or be called sorting key word, key word composition key class set (classification set) A={a1 of these classification, a2, a3 ...., ai}, (i=1 ... n).Wherein, ai represents the set about all key words of certain classification in knowledge hierarchy, i.e. classification subset, ai={Kai1, Kai2, Kai3 ... .., Kain}; Kain is the key word in classification set ai.
Key word is extracted from historical consultation data storehouse and net Room user behavior tracker, these key words composition set B=Kb1, Kb2, Kb3 ..., Kbn}.The set of keywords of set B to set A mated, find the classification subset ai mated most, then users classification is i.
Such as: knowledge hierarchy is divided into following a few class by online customer service: classification set A={a1: up-to-date preferential, a2: frequently asked questions and corresponding answer, a3: inquiry into expenses and integration service, a4: recharging and paying and bill payment, a5: business handling and fiber resource inquiry, a6: online troubleshooting and complaint }.Wherein a1, a2 ... a5 is classification subset, and the key word wherein in a3 classification is: a3={ inquiry into balance, real-time telephone expenses inquiry, arrearage is inquired about, donationi inquiry into balance, and set meal uses inquiry, IPTV uses inquiry, bill is inquired about, e bill, and bill is made up, voice are single in detail, online is single in detail, QueryTicket, accumulated point exchanging ...
A certain user W is in the past because have a question to the rate of oneself bill, browsed in the net Room, have accessed " QueryTicket ", " set meal uses inquiry " page, according to the data of behavior tracking system, the set of keywords that can obtain the webpage that user W browses is combined into B={ QueryTicket, and set meal uses inquiry }.By set B, phrase match is carried out to the key word in set A, obtains subclass a3 the highest with the matching degree of set B, then user W be categorized as 3.
By above-mentioned sorting technique, can according to the existing architectonic classification of online customer service system, the action trail trace data that the net Room traces into is classified according to this knowledge hierarchy, by the problem that users classification prediction user will seek advice from, thus on online customer service interface, represent related menu help, or distribute corresponding online customer service personnel and offer help.
Fig. 2 is the process flow diagram of another embodiment of service providing method according to online customer service system of the present invention, as shown in Figure 2:
Step 201, user clicks " online customer service " button.
Step 202, reading the unique identifier in user cookie, can be telephone number, phone number, user name etc.
Step 203, search historical consultation data storehouse and net Room user behavior tracker within the time period of setting, such as, action trail trace data record within three days, judges whether to obtain these data.
Step 208, if inquiry is less than the action trail trace data of user, then show conventional interface, and user carries out alternately.If the action trail trace data of user can be inquired, then enter step 204.
Step 204, if the record having action trail trace data in historical consultation data storehouse, extracts the consulting key word in this record and search record.
Step 205, if net Room user behavior tracker has the action trail trace data record of this user, then extracts user's history visit data, comprises the key word such as webpage title, duration, number of times of user's access.
Step 206, according to the key word in action trail trace data, history visit data, use user classification method, classify to user, the classification of user is: recharging and paying, set meal telephone expenses, business handling, marketing activity etc.
Step 207, according to users classification result, online customer service provides individual character menu interface and manual service.
Such as, the menu item of online customer service is set to: 1, up-to-date preferential, 2, frequently asked questions and corresponding answer, 3, inquiry into expenses and integration service, 4, recharging and paying and bill payment, 5, business handling and fiber resource inquiry, 6, online troubleshooting with complain 7, manual service.
User W was because had a question to the rate of oneself bill in the past, browse in the online customer service in the net Room, have accessed " QueryTicket ", " set meal uses inquiry " page, according to the response of problem one, known user can be categorized as 3-inquiry into expenses and integration service.
Then according to users classification result, click " online customer service " button on webpage user after, the personalized menu seen is: 1, inquiry into expenses and integration service, 2, up-to-date preferential, 3, frequently asked questions and corresponding answer, 4, recharging and paying and bill payment, 5, business handling and fiber resource inquiry, 6, online troubleshooting with complain 7, manual service.
The service providing method of the online customer service system in above-described embodiment, according to the action trail trace data of user and history visit data to users classification, the Questions types that prediction user will propose, represent the menu relevant with classification, or line is good at the online customer service personnel solving problems, reach and improve user's service experience, reduce the object of the working pressure of online contact staff simultaneously.
As shown in Figure 3, the invention provides a kind of service providing apparatus 31 of online customer service system, comprising: instruction reception unit 311, users classification unit 312 and service unit 313.
Instruction reception unit 311 receives the instruction of the online customer service system of use that user sends.Users classification unit 312, according to the action trail trace data of this user preserved and history visit data, is classified to this user and predicts the problem of the service that this user uses or proposition.Service unit 313 online customer service interface represents the online customer service personnel that the menu interface corresponding with classification results or distribution and classification results are corresponding.
Instruction reception unit 311 receives the instruction that user clicks the online customer service system of use that " online customer service " button sends, and after the user logs, reads the identifier in user cookie.Users classification unit 312 inquires about action trail trace data and the history visit data of this user according to identifier.If can not obtain the action trail trace data that user is therewith corresponding, then service unit 313 shows conventional interface to user, or Random assignment online customer service personnel.
If users classification unit 312 can obtain action trail trace data, then subordinate act trajectory track extracting data user accesses track and access track key word.If can obtain history visit data, then users classification unit 312 extracts search record and consulting key word from history visit data.Users classification unit 312 predicts the problem of the service that this user uses or proposition according to access track key word and consulting key word, and classifies to this user.
Users classification unit 312 obtains the sorting key word that can identify characteristic of division in this online customer service system, generate classification set according to sorting key word, each element in classification set is the classification subset be made up of multiple sorting key word that be associated, that belong to certain classification.Users classification unit 312 will access track key word and the set of consulting key word composition user behavior.
User behavior set is mated with classification set by users classification unit 312, obtains the classification subset with user behavior sets match from classification set.Users classification unit 312 predicts the problem of the service that this user uses or proposition according to the classification subset obtained.The corresponding menu interface of classification subset service unit 313 online customer service interface represented and obtain or distribute and online customer service personnel that the classification subset that obtains is corresponding.
Classification subset in classification set comprises: frequently asked questions and corresponding answer, inquiry into expenses and integration service, recharging and paying and bill payment, business handling and fiber resource are inquired about, online troubleshooting and complaint etc.
The invention provides a kind of online customer service system, comprise the service providing apparatus of online customer service system as above.
The service providing method of the online customer service system provided in above-described embodiment, device and online customer service system, pass through users classification, the Questions types that prediction user will propose, represent and the relevant menu of classification, or line is good at the online customer service personnel solving problems, to provide convenience, to help efficiently to serve for user, the service efficiency of user can be improved, reduce unnecessary expense, reach and improve user's service experience, reduce the object of the working pressure of online contact staff simultaneously.
Method and system of the present invention may be realized in many ways.Such as, any combination by software, hardware, firmware or software, hardware, firmware realizes method and system of the present invention.Said sequence for the step of method is only to be described, and the step of method of the present invention is not limited to above specifically described order, unless specifically stated otherwise.In addition, in certain embodiments, can be also record program in the recording medium by the invention process, these programs comprise the machine readable instructions for realizing according to method of the present invention.Thus, the present invention also covers the recording medium stored for performing the program according to method of the present invention.
Description of the invention provides in order to example with for the purpose of describing, and is not exhaustively or limit the invention to disclosed form.Many modifications and variations are obvious for the ordinary skill in the art.Selecting and describing embodiment is in order to principle of the present invention and practical application are better described, and enables those of ordinary skill in the art understand the present invention thus design the various embodiments with various amendment being suitable for special-purpose.
Claims (11)
1. a service providing method for online customer service system, is characterized in that, comprising:
Receive the instruction of the online customer service system of use that user sends;
According to action trail trace data and the history visit data of this user preserved, this user is classified and predicts the problem of the service that this user uses or proposition;
Online customer service interface represents the online customer service personnel that the menu interface corresponding with classification results or distribution and classification results are corresponding.
2. the method for claim 1, is characterized in that:
Receive the instruction that user clicks the online customer service system of use that " online customer service " button sends, after the user logs, read the identifier in user cookie;
Action trail trace data and the history visit data of this user is inquired about according to described identifier;
If the action trail trace data that user is therewith corresponding can not be obtained, then show conventional interface or Random assignment online customer service personnel to described user.
3. method as claimed in claim 2, is characterized in that:
If described action trail trace data can be obtained, then from described action trail trace data, extract user access track and access track key word;
If described history visit data can be obtained, then from described history visit data, extract search record and consulting key word;
Predict the problem of the service that this user uses or proposition according to described access track key word and described consulting key word, and this user is classified.
4. method as claimed in claim 3, is characterized in that:
The sorting key word that can identify characteristic of division is obtained in this online customer service system, generate classification set according to described sorting key word, each element in described classification set is the classification subset be made up of multiple sorting key word that be associated, that belong to certain classification;
By described access track key word and the set of described consulting key word composition user behavior;
Described user behavior set is mated with described classification set, from described classification set, obtains the classification subset with described user behavior sets match;
Predict the problem of the service that this user uses or proposition according to the classification subset obtained, and on described line customer service interface, represent the menu interface corresponding with the classification subset of acquisition or distribute and online customer service personnel that the classification subset that obtains is corresponding.
5. method as claimed in claim 4, is characterized in that:
Classification subset in described classification set comprises: frequently asked questions and corresponding answer, inquiry into expenses and integration service, recharging and paying and bill payment, business handling and fiber resource are inquired about, online troubleshooting and complaint.
6. a service providing apparatus for online customer service system, is characterized in that, comprising:
Instruction reception unit, for receiving the instruction of the online customer service system of use that user sends;
Users classification unit, for action trail trace data and the history visit data of this user according to preservation, classifies to this user and predicts the problem of the service that this user uses or proposition;
Service unit, represents the online customer service personnel that the menu interface corresponding with classification results or distribution and classification results are corresponding on online customer service interface.
7. device as claimed in claim 6, is characterized in that:
Described instruction reception unit, also clicks the instruction of the online customer service system of use that " online customer service " button sends for receiving user, after the user logs, read the identifier in user cookie;
Described users classification unit, also for inquiring about action trail trace data and the history visit data of this user according to described identifier;
Described service unit, if also for action trail trace data corresponding to user therewith can not be obtained, then show conventional interface to described user, or Random assignment online customer service personnel.
8. device as claimed in claim 7, is characterized in that:
Described users classification unit, if also for obtaining described action trail trace data, then extracts user and accesses track and access track key word from described action trail trace data; If described history visit data can be obtained, then from described history visit data, extract search record and consulting key word; Predict the problem of the service that this user uses or proposition according to described access track key word and described consulting key word, and this user is classified.
9. device as claimed in claim 8, is characterized in that:
Described users classification unit, also for obtaining the sorting key word that can identify characteristic of division in this online customer service system, generate classification set according to described sorting key word, each element in described classification set is the classification subset be made up of multiple sorting key word that be associated, that belong to certain classification; By described access track key word and the set of described consulting key word composition user behavior; Described user behavior set is mated with described classification set, from described classification set, obtains the classification subset with described user behavior sets match; The problem of the service that this user uses or proposition is predicted according to the classification subset obtained;
Described service unit, also for the corresponding menu interface of classification subset that represents on described line customer service interface and obtain or distribute and online customer service personnel that the classification subset that obtains is corresponding.
10. device as claimed in claim 9, is characterized in that:
Classification subset in described classification set comprises: frequently asked questions and corresponding answer, inquiry into expenses and integration service, recharging and paying and bill payment, business handling and fiber resource are inquired about, online troubleshooting and complaint.
11. 1 kinds of online customer service systems, is characterized in that:
Comprise the service providing apparatus of the online customer service system as described in claim 6 to 10 any one.
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