CN105554139A - Online customer service method, online customer service server and online customer service system - Google Patents
Online customer service method, online customer service server and online customer service system Download PDFInfo
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- CN105554139A CN105554139A CN201510988870.9A CN201510988870A CN105554139A CN 105554139 A CN105554139 A CN 105554139A CN 201510988870 A CN201510988870 A CN 201510988870A CN 105554139 A CN105554139 A CN 105554139A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
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Abstract
The invention relates to an online customer service method, an online customer service server and an online customer service system. The online customer service method comprises the following steps: selecting a first answer corresponding to the first problem while receiving the first problem sent by an interactive terminal; judging whether associated data associated with the first problem exist or not; and sending the first answer and the associated data to the interactive terminal when the associated data exist. By means of the online customer service method, the online customer service server and the online customer service system, the interactive process of a user and the intelligent online customer service system can be simplified.
Description
Technical field
The present invention relates to intelligent interaction field, particularly relate to a kind of online customer service method of servicing, online customer service server and online customer service system.
Background technology
Traditional manual sales and customer service, when in the face of comparatively multi-user, are difficult to for user provides timely, high-quality on-line consulting business.Intelligent online customer service system based on man-machine automatic session technology is arisen at the historic moment, and intelligent online custom system can answer most of problem that user proposes, thus can alleviate contact staff's operating pressure.
Existing intelligent online customer service system, e as little in China Mobile's online customer service, adopts the method for " frequently asked questions storehouse+question matching technology " usually.This method is putd question to user and system is answered as citation form, with " question-response " for basic session unit automatically.User is carrying out in mutual process with intelligent online customer service system, and need to input successively the problem of oneself wanting to seek advice from, operating process is loaded down with trivial details.
Summary of the invention
The technical problem that the present invention solves simplifies user and the mutual process of intelligent online customer service system.
For solving the problems of the technologies described above, the embodiment of the present invention provides a kind of online customer service method of servicing, comprising:
When receiving the first problem that interactive terminal sends, choose first answer corresponding with described first problem;
Judge whether to there is the associated data associated with described first problem;
When there is described associated data, described first answer and described associated data are sent to described interactive terminal.
Optionally, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
Optionally, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
Optionally, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
Optionally, when there is described associated data, described associated data being sent to described interactive terminal, comprising: when the number of described related question is multiple, obtain the degree of association of all related questions and described first problem; According to degree of association order from high to low, the answer of described related question and correspondence is sent to described interactive terminal.
Optionally, described associated data comprises: related question, and described related question is the one or more problems associated with described first problem.
Optionally, after described related question is sent to described interactive terminal, also comprise: when detecting that described related question is chosen by user, association answer corresponding for selected related question is sent to described interactive terminal.
Optionally, when there is described associated data, described associated data being sent to described interactive terminal, comprising: when the number of described related question is multiple, obtain the degree of association of all related questions and described first problem; According to degree of association order from high to low, described related question is sent to described interactive terminal.
Optionally, described online customer service method of servicing also comprises: the related question that recording user is chosen, and adds up the number of times that each related question is chosen by user; According to selected number of times, adjust the degree of association that described associated data is corresponding.
Optionally, described when there is described associated data, described associated data is sent to described interactive terminal, comprises: the display interface dimension information obtaining described interactive terminal; The number N of the associated data sent is determined according to described display interface dimension information; According to degree of association order from high to low, M bar associated data before the highest for the degree of association is sent to described interactive terminal, and is shown by described display interface, M≤N-1.
For solving the problem, the embodiment of the present invention additionally provides a kind of online customer service server, comprising:
Receiving element, for receiving the first problem that interactive terminal sends;
Choose unit, for the described first problem received according to described receiving element, choose first answer corresponding with described first problem;
, there is for judging whether the associated data associated with described first problem in judging unit;
Transmitting element, for when described judging unit it is determined that the presence of described associated data, is sent to described interactive terminal by described first answer and described associated data.
Optionally, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
Optionally, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
Optionally, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
Optionally, described transmitting element is used for when the number of described related question is multiple, obtains the degree of association of all related questions and described first problem; According to degree of association order from high to low, the answer of described related question and correspondence is sent to described interactive terminal.
Optionally, described associated data comprises: related question, and described related question is the one or more problems associated with described first problem.
Optionally, described transmitting element is used for when detecting that described related question is chosen by user, and association answer corresponding for selected related question is sent to described interactive terminal.
Optionally, described transmitting element is used for when the number of described related question is multiple, obtains the degree of association of all related questions and described first problem; According to degree of association order from high to low, described related question is sent to described interactive terminal.
Optionally, described online customer service server also comprises: statistic unit, for the related question that recording user is chosen, adds up the number of times that each related question is chosen by user; Degree of association adjustment unit, for according to selected number of times, adjusts the degree of association that described associated data is corresponding.
Optionally, described online customer service server also comprises: interface information acquiring unit, for obtaining the display interface dimension information of described interactive terminal; Quantity forwarded determining unit, for determining the number N of the associated data sent according to described display interface dimension information; Described transmitting element is used for according to degree of association order from high to low, and M bar associated data before the highest for the degree of association is sent to described interactive terminal, M≤N-1.
The embodiment of the present invention additionally provides a kind of online customer service system, comprising: online customer service server and interactive terminal, wherein:
Described online customer service server, is suitable for the first problem receiving the transmission of described interactive terminal, chooses first answer corresponding with described first problem; Judge whether to there is the associated data associated with described first problem; When there is described associated data, described first answer and described associated data are sent to described interactive terminal;
Described interactive terminal, is suitable for sending described first problem to described online customer service server, and receives described first answer and described associated data.
Optionally, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
Optionally, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
Optionally, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
Optionally, described associated data comprises: related question, and described related question is the problem associated with described first problem.
Optionally, described online customer service server is also suitable for: after described related question is sent to described interactive terminal, when detecting that described related question is chosen by user, association answer corresponding for selected related question is sent to described interactive terminal.
Optionally, described online customer service server is also suitable for: the related question that recording user is chosen, and adds up the number of times that each related question is chosen by user; According to selected number of times order from big to small, adjust the degree of association that described associated data is corresponding.
Compared with prior art, the technical scheme of the embodiment of the present invention has following beneficial effect:
When receiving the first problem that interactive terminal sends, if there is the associated data associated with first problem, then the first corresponding for first problem answer and associated data are sent to interactive terminal.That is, interactive terminal shows user's and be not only the first answer, but comprises the first answer and associated data.User can select to check the data message oneself wanted from associated data, and without the need to going to input corresponding problem again, thus simplifies user and the mutual process of intelligent online customer service system.
Further, the related question that counting user is chosen, the number of times adjustment associated data selected according to related question and the degree of association of first problem, Question and Answer log sample can be reduced and choose circumscribed impact, make the related question being sent to interactive terminal can be applicable to more user as much as possible.
In addition, determine the number N of the associated data sent according to the display interface dimension information of interactive terminal, the number of the associated data that interactive terminal receives is less than or equal to N-1, and namely interactive terminal is without the need to receiving all associated datas.When interactive terminal shows associated data on the display screen, the front M bar associated data that only the display degree of association is the highest, avoid because all associated data contents are too many and cause user to need to spend the more time to search, therefore can so that user searches the associated data oneself wanted.
Accompanying drawing explanation
Fig. 1 is the flow chart of a kind of online customer service method of servicing in the present invention;
Fig. 2 is the dialog box schematic diagram of a kind of interactive window in the embodiment of the present invention;
Fig. 3 is the dialog box schematic diagram of the another kind of interactive window in the embodiment of the present invention;
Fig. 4 is the dialog box schematic diagram of another interactive window in the embodiment of the present invention;
Fig. 5 is the structural representation of a kind of online customer service server in the embodiment of the present invention;
Fig. 6 is the structural representation of a kind of online customer service system in the embodiment of the present invention.
Embodiment
The method that existing intelligent online customer service system adopts usually " frequently asked questions storehouse+question matching technology ".This method with user put question to and system automatically answer as citation form, with " question-response " for basic session unit, its session flow process in the following example shown in:
User inputs problem by interactive terminal: " I am current also has how many integrations? "
Intelligent online customer service system is answered: " your current integration is 2000 points ";
User inputs problem by interactive terminal: " I am current can exchange for which gift? "
Intelligent online customer service system is answered: " you are current can exchange 10 yuan of rechargeable cards ".
That is, in the prior art, user is carrying out in mutual process with intelligent online customer service system, and user inputs a problem by interactive terminal, and intelligent online customer service system is answered the problem that user proposes.User wants to ask another problem, then need the problem again being wanted enquirement by interactive terminal input.When user wants the more problems of seeking advice from, need to carry out repeatedly input operation, operating process is loaded down with trivial details.
In embodiments of the present invention, when receiving the first problem that interactive terminal sends, if there is the associated data associated with first problem, then the first corresponding for first problem answer and associated data are sent to interactive terminal.That is, interactive terminal shows user's and be not only the first answer, but comprises the first answer and associated data.User can select to check the data message oneself wanted from associated data, and without the need to going to input corresponding problem again, thus simplifies user and the mutual process of intelligent online customer service system.
For enabling above-mentioned purpose of the present invention, characteristic sum beneficial effect more becomes apparent, and is described in detail specific embodiments of the invention below in conjunction with accompanying drawing.
Embodiments provide a kind of online customer service method of servicing, with reference to Fig. 1, be described in detail below by way of concrete steps.
Step S101, when receiving the first problem that interactive terminal sends, chooses first answer corresponding with described first problem.
In concrete enforcement, interactive terminal is can carry out the equipment of information interaction with online customer service server, can be the communication equipments such as smart mobile phone, panel computer or PC, also can for carrying out with online customer service server other intelligent terminals of communicating.
User can want the first problem of consulting by interactive terminal input, after input, the first problem that user inputs is sent to online customer service server by interactive terminal.
In concrete enforcement, the first problem that interactive terminal sends can be text formatting, and such as, user " please help me to consult me by smart mobile phone touch-screen input text and also have how many integrations ".The first problem that interactive terminal sends also can be phonetic matrix, and such as, user " please help me to consult my credit balance " by the microphone input voice of smart mobile phone.
Online customer service server, after receiving first problem, can choose first answer corresponding with first problem in answer storehouse.
In embodiments of the present invention, after selecting first answer corresponding with first problem, be not immediately the first answer is sent to interactive terminal, but first perform step S102.
Step S102, judges whether to there is the associated data associated with described first problem.When there is the associated data associated with first problem, perform step S103; When there is not the associated data associated with first problem, perform step S104.
In concrete enforcement, the associated data associated with first problem can refer to: there is with first problem association, and is greater than the data of predetermined threshold value with the degree of association of first problem.The degree of association can by obtaining the problem that in Question and Answer log sample, user proposes, and the correlation calculations between the problem proposed by large data analysis statistical user is obtained.
In embodiments of the present invention, can calculate in the following way with the degree of association of first problem: in Question and Answer log sample, extract the problem that user continues again to put question to after having putd question to first problem, statistics continues each self-corresponding number of each problem of puing question to, and calculates the ratio that each self-corresponding number of each problem is shared in Question and Answer log sample.
Such as, the Question and Answer log choosing 2000 users, as Question and Answer log sample, by large data analysis, is known and is had 1000 users to put question to problem A from the Question and Answer log of these 2000 parts of users.Add up the problem that this 1000 users put question to after problem A, know and have 500 users after problem A, putd question to problem B, there are 300 users after problem A, putd question to problem C, have 200 users after problem A, putd question to problem D.The degree of association that then can calculate problem B and problem A be 0.5, problem C and the degree of association of problem A be 0.3, problem D and the degree of association of problem A be 0.2.
To be applied in the online customer service server of the bank field, problem A can be: " I am current also has how many integrations ".After user knows current integration, some users can continue asked questions B: " I am current can exchange for which gift ", some users can continue asked questions C: " when my accumulated point exchanging time limit ends ", some users can continue asked questions D: " my integration can be transferred in another card " etc.
Associated data can only include related question, and related question is the one or more problems associated with first problem.Associated data also can comprise related question simultaneously and associate answer, and related question is the one or more problems associated with first problem, and association answer is and related question answer one to one.
Continue the example with reference to above-mentioned compute associations degree, if predetermined threshold value is set as 0.1, then the degree of association of problem A and problem B, problem C and problem D is all greater than predetermined threshold value, then can using problem B, problem C and the problem D associated data as problem A.Also can using the associated data of the answer D ' of problem B and answer B ', the problem C of correspondence and answer C ', the problem D of correspondence and correspondence as problem A.
If predetermined threshold value is set as 0.25, then only have the degree of association of problem B and problem C and problem A to be all greater than predetermined threshold value, then can using the associated data of problem B and problem C as problem A, and not using the associated data of problem D as problem A.Also can using problem B and answer B ', the problem C of correspondence and the answer C ' of the correspondence associated data as problem A.
Step S103, is sent to described interactive terminal by described first answer and described associated data.
In concrete enforcement, when there is the associated data associated with described first problem in online customer service server, the first corresponding for first problem answer and associated data together can be sent to interactive terminal by online customer service server.First answer and associated data, after receiving the first answer and associated data, can show by interactive terminal on the display screen, to show to user.
When associated data comprises the answer of related question and correspondence, the first answer, related question and association answer can be sent to interactive terminal.Interactive terminal shows the first answer, related question and association answer on the display screen.
In embodiments of the present invention, the number that may there is the related question that associated data comprises is multiple situation.When associated data comprises multiple related question, the degree of association of all related questions and first problem can be obtained, the degree of association of all related questions and first problem is sorted.When sending, according to degree of association order from high to low, related question and association answer can be sent to interactive terminal.
Interactive terminal, after the first answer receiving the transmission of online customer service server and associated data, can show the first answer and associated data on the display screen.Interactive terminal, when showing associated data, according to the degree of association order from high to low of related question and first problem, can be arranged in order the association answer showing related question and correspondence in the below of the first answer.
In an embodiment of the present invention, on the display screen of interactive terminal, the first answer is presented at the below of first problem, and the related question and the association answer that are close to the first answer are the related question the highest with the degree of association of first problem and associate answer.
Such as, first problem is problem A, and the first corresponding answer is answer A '.Associated data comprises the answer D ' of answer B ', the problem C of problem B and correspondence and answer C ', the problem D of correspondence and correspondence, the degree of association of problem B and problem A is the highest, the degree of association of problem D and problem A is minimum, and the dialog box schematic diagram of the interactive window on the display screen of interactive terminal is with reference to Fig. 2.
When associated data only comprises related question, the first answer and related question can be sent to interactive terminal.Interactive terminal shows the first answer and related question on the display screen.
When associated data comprises multiple related question, online customer service server before transmitting, first can obtain the degree of association of all related questions and first problem, sorts to the degree of association of all related questions and first problem.When sending, according to degree of association order from high to low, the answer of related question and correspondence can be sent to interactive terminal.
Interactive terminal shows the first answer and related question on the display screen.By related question list view in the below of first problem, multiple related question is presented at the below of the first answer.Related question, according to the height of the degree of association with first problem, is arranged in order from the top down, and the related question being close to the first answer is the related question the highest with the degree of association of first problem.
Such as, first problem is problem A, and the first corresponding answer is answer A '.Associated data comprises problem B, problem C and problem D, and the degree of association of problem B and problem A is the highest, and the degree of association of problem D and problem A is minimum, and now, the dialog box schematic diagram of the interactive window on the display screen of interactive terminal is with reference to Fig. 3.
In Fig. 2 and Fig. 3, U is user, and S is online customer service server.
Corresponding with related question associate answer owing to not comprising in associated data, therefore, if user to wherein some or multiple related question is interested time, also need manipulation interactive terminal to choose interested related question.User is when operation is chosen in execution, and interactive terminal detects that user's chooses operation, sends and chooses information, choose information to comprise the mark of selected related question to online customer service server.When online customer service server detects and chooses information, can know which related question user have selected, and the associate answer corresponding with selected related question is sent to interactive terminal.The associate answer corresponding with selected related question shows by interactive terminal.
For example, referring to Fig. 3, problem B, problem C and problem D all can be set to the form of hyperlink, and user is interested in problem B, then choose problem B.The information of choosing of " problem B is selected " is sent to online customer service server by interactive terminal.Answer B ' corresponding for problem B is sent to interactive terminal by online customer service server, and answer B ' is presented at the below of problem B.Now, the dialog box schematic diagram of the interactive window on the display screen of interactive terminal is with reference to Fig. 4.
Step S104, is sent to described interactive terminal by described first answer.
Below by citing, the online customer service method of servicing provided in the above embodiment of the present invention is described.
User inputs problem by interactive terminal: " I am current also has how many integrations ", and problem " I am current also has how many integrations " is sent to online customer service server by interactive terminal.It is " you are current also has 2000 integrations " that online customer service server obtains the answer corresponding with this problem, simultaneously, online customer service server detects the data existing and be associated with problem " I am current also has how many integrations ", comprising: problem " my the current article that can exchange " and answer " you are current can exchange 10 yuan of telephone expenses ", problem " when my accumulated point exchanging time limit ends " and answer " your 31, on December of expiry date of points to 2015 ".Then answer " you are current also has 2000 integrations ", problem " my the current article that can exchange " and answer " you are current can exchange 10 yuan of telephone expenses ", problem " when my accumulated point exchanging time limit ends " and answer " your 31, on December of expiry date of points to 2015 " together can be sent to interactive terminal.
Like this, user just without the need to going input problem " my the current article that can exchange " and problem " when my accumulated point exchanging time limit ends " again, can know corresponding answer.
As can be seen here, after the first problem receiving interactive terminal transmission, if there is the associated data associated with first problem, then the first corresponding for first problem answer and associated data are sent to interactive terminal.That is, interactive terminal shows user's and be not only the first answer, but comprises the first answer and associated data.User can select to check the data message oneself wanted from associated data, and without the need to going to input corresponding problem again, thus simplifies user and the mutual process of intelligent online customer service system.
In embodiments of the present invention, the display screen size of distinct interaction terminal may be different.Such as, when interactive terminal is smart mobile phone, its display screen size is 5.5 inches.When interactive terminal is PC, its display screen size is 23.6 inches.
When the display interface dimension information of interactive terminal is different, the line number of its information content that can show all over the screen may be all not identical with columns.When the content of associated data is more, if show all disposable for all related questions on the display screen of interactive terminal, when the display interface size of interactive terminal is less, the content of associated data may be divided into multipage and show, user needs when consulting associated data constantly to carry out page turn over operation, is not easy to user and reads.
For avoiding the generation of above-mentioned situation, in embodiments of the present invention, before associated data is sent to interactive terminal, first can obtain the display interface dimension information of interactive terminal, determining the number N of the associated data sent according to display interface dimension information.When the display interface size of interactive terminal is different, N can be different, also can be identical.In an embodiment of the present invention, the display interface size of interactive terminal is larger, and N is larger.
Such as, when display interface is of a size of 5.5 inches, N=3; When display interface is of a size of 9.7 inches, N=5; When display interface is of a size of 17 inches, N=10.
If online customer service server detects that the number of associated data is more than or equal to N, then M=N-1, N-1 bar associated data before the highest for the degree of association is sent to interactive terminal.If online customer service server detects that the number M of associated data is less than N, then M bar associated data is sent to interactive terminal according to degree of association order from high to low.
In actual applications, because the Question and Answer log sample chosen has some limitations, therefore, the associated data associated with first problem got from Question and Answer log sample may and be not suitable for all users.
Such as, in another Question and Answer log sample, the degree of association calculating problem B and problem A be 0.2, problem C and the degree of association of problem A be 0.5, problem E and the degree of association of problem A be the situation of 0.2.
In order to enable associated data be applicable to more user as much as possible, in embodiments of the present invention, can also adjust the degree of association of associated data.
In embodiments of the present invention, after online customer service server determines the related question of first problem according to Question and Answer log sample, when the first problem that interactive terminal sends being detected, first problem and related question are sent to interactive terminal.When interactive terminal detects that user chooses some or multiple related question, the mark of related question user can chosen is sent to online customer service server.
Which related question online customer service server can have selected by recording user, and the number of times that each related question is selected.In a statistical sample, according to the number of times that each related question is selected, dynamically the degree of association of related question is adjusted.The selected number of times of some related questions is more, then can increase the degree of association of this related question and first problem.Correspondingly, the selected number of times of some related questions is fewer, then can reduce the degree of association of this related question and first problem.
Such as, the degree of association determining problem B and problem A according to Question and Answer log sample be 0.5, problem C and the degree of association of problem A be 0.3, problem D and the degree of association of problem A be 0.2.Then online customer service server is according to degree of association order from high to low, and problem B, problem C and problem D are sent to interactive terminal.Interactive terminal shows problem B, problem C and problem D successively from top to bottom on display interface.
Find through statistics afterwards, in the statistical sample of 1000 people, 200 people are had to have selected problem B, 500 people are had to have selected problem C, 300 people are had to have selected problem D, then the degree of association of problem B and problem A is adjusted to 0.35, the degree of association of problem C and problem A is adjusted to 0.4, the degree of association of problem D and problem A is adjusted to 0.25.Then after the degree of association has adjusted, problem C, problem B and problem D, according to degree of association order from high to low, are sent to interactive terminal by online customer service server.Interactive terminal shows problem C, problem B and problem D successively from top to bottom on display interface.
With reference to Fig. 5, embodiments provide a kind of online customer service server 50, comprising: receiving element 501, choose unit 502, judging unit 503 and transmitting element 504, wherein:
Receiving element 501, for receiving the first problem that interactive terminal sends;
Choose unit 502, for the described first problem received according to described receiving element, choose first answer corresponding with described first problem;
, there is for judging whether the associated data associated with described first problem in judging unit 503;
Transmitting element 504, for when described judging unit it is determined that the presence of described associated data, is sent to described interactive terminal by described first answer and described associated data.
In concrete enforcement, described associated data can be the data being greater than predetermined threshold value with the degree of association of described first problem.
In concrete enforcement, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and can be obtained by the correlation between problem described in large data analysis statistical.
In concrete enforcement, described associated data can comprise: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
In concrete enforcement, described transmitting element 504 may be used for, when the number of described related question is multiple, obtaining the degree of association of all related questions and described first problem; According to degree of association order from high to low, the answer of described related question and correspondence is sent to described interactive terminal.
In concrete enforcement, described associated data can comprise: related question, and described related question is the one or more problems associated with described first problem.
In concrete enforcement, described transmitting element 504 may be used for when detecting that described related question is chosen by user, and association answer corresponding for selected related question is sent to described interactive terminal.
In concrete enforcement, described transmitting element 504 may be used for, when the number of described related question is multiple, obtaining the degree of association of all related questions and described first problem; According to degree of association order from high to low, described related question is sent to described interactive terminal.
In concrete enforcement, described online customer service server 50 can also comprise: statistic unit (not shown in Fig. 5), for the related question that recording user is chosen, adds up the number of times that each related question is chosen by user; Degree of association adjustment unit (not shown in Fig. 5), for according to selected number of times, adjusts the degree of association that described associated data is corresponding.
In concrete enforcement, described online customer service server 50 can also comprise: interface information acquiring unit (not shown in Fig. 5), for obtaining the display interface dimension information of described interactive terminal; Quantity forwarded determining unit (not shown in Fig. 5), for determining the number N of the associated data sent according to described display interface dimension information; Described transmitting element 504 may be used for according to degree of association order from high to low, and M bar associated data before the highest for the degree of association is sent to described interactive terminal, M≤N-1.
With reference to Fig. 6, the embodiment of the present invention additionally provides a kind of online customer service system, comprising: online customer service server 601 and interactive terminal 602, wherein:
Described online customer service server 601, is suitable for the first problem receiving the transmission of described interactive terminal, chooses first answer corresponding with described first problem; Judge whether to there is the associated data associated with described first problem; When there is described associated data, described first answer and described associated data are sent to described interactive terminal;
Described interactive terminal 602, is suitable for sending described first problem to described online customer service server, and receives described first answer and described associated data.
In concrete enforcement, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
In concrete enforcement, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
In concrete enforcement, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
In concrete enforcement, described associated data comprises: related question, and described related question is the problem associated with described first problem.
In concrete enforcement, described online customer service server 601 is also suitable for: after described related question is sent to described interactive terminal, when detecting that described related question is chosen by user, association answer corresponding for selected related question is sent to described interactive terminal.
In concrete enforcement, described online customer service server 601 is also suitable for: the related question that recording user is chosen, and adds up the number of times that each related question is chosen by user; According to selected number of times order from big to small, adjust the degree of association that described associated data is corresponding.
One of ordinary skill in the art will appreciate that all or part of step in the various methods of above-described embodiment is that the hardware that can carry out instruction relevant by program has come, this program can be stored in a computer-readable recording medium, and storage medium can comprise: ROM, RAM, disk or CD etc.
Although the present invention discloses as above, the present invention is not defined in this.Any those skilled in the art, without departing from the spirit and scope of the present invention, all can make various changes or modifications, and therefore protection scope of the present invention should be as the criterion with claim limited range.
Claims (27)
1. an online customer service method of servicing, is characterized in that, comprising:
When receiving the first problem that interactive terminal sends, choose first answer corresponding with described first problem; Judge whether to there is the associated data associated with described first problem;
When there is described associated data, described first answer and described associated data are sent to described interactive terminal.
2. online customer service method of servicing as claimed in claim 1, it is characterized in that, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
3. online customer service method of servicing as claimed in claim 2, is characterized in that, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
4. online customer service method of servicing as claimed in claim 2, it is characterized in that, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
5. online customer service method of servicing as claimed in claim 4, is characterized in that, when there is described associated data, described associated data being sent to described interactive terminal, comprising:
When the number of described related question is multiple, obtain the degree of association of all related questions and described first problem;
According to degree of association order from high to low, the answer of described related question and correspondence is sent to described interactive terminal.
6. online customer service method of servicing as claimed in claim 2, it is characterized in that, described associated data comprises: related question, and described related question is the one or more problems associated with described first problem.
7. online customer service method of servicing as claimed in claim 6, is characterized in that, after described related question is sent to described interactive terminal, also comprise:
When detecting that described related question is chosen by user, answer corresponding for selected related question is sent to described interactive terminal.
8. online customer service method of servicing as claimed in claim 6, is characterized in that, when there is described associated data, described associated data being sent to described interactive terminal, comprising:
When the number of described related question is multiple, obtain the degree of association of all related questions and described first problem;
According to degree of association order from high to low, described related question is sent to described interactive terminal.
9. online customer service method of servicing as claimed in claim 6, is characterized in that, also comprise:
The related question that recording user is chosen, adds up the number of times that each related question is chosen by user;
According to selected number of times, adjust the degree of association that described associated data is corresponding.
10. the online customer service method of servicing as described in claim 4 or 6, is characterized in that, described when there is described associated data, described associated data is sent to described interactive terminal, comprises:
Obtain the display interface dimension information of described interactive terminal;
The number N of the associated data sent is determined according to described display interface dimension information;
According to degree of association order from high to low, M bar associated data before the highest for the degree of association is sent to described interactive terminal, and is shown by described display interface, M≤N-1.
11. 1 kinds of online customer service servers, is characterized in that, comprising:
Receiving element, for receiving the first problem that interactive terminal sends;
Choose unit, for the described first problem received according to described receiving element, choose first answer corresponding with described first problem;
, there is for judging whether the associated data associated with described first problem in judging unit;
Transmitting element, for when described judging unit it is determined that the presence of described associated data, is sent to described interactive terminal by described first answer and described associated data.
12. online customer service servers as claimed in claim 11, is characterized in that, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
13. online customer service servers as claimed in claim 12, is characterized in that, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
14. online customer service servers as claimed in claim 12, it is characterized in that, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
15. online customer service servers as claimed in claim 14, is characterized in that, described transmitting element is used for when the number of described related question is multiple, obtains the degree of association of all related questions and described first problem; According to degree of association order from high to low, the answer of described related question and correspondence is sent to described interactive terminal.
16. online customer service servers as claimed in claim 12, it is characterized in that, described associated data comprises: related question, and described related question is the one or more problems associated with described first problem.
17. online customer service servers as claimed in claim 16, is characterized in that, described transmitting element is used for when detecting that described related question is chosen by user, and association answer corresponding for selected related question is sent to described interactive terminal.
18. online customer service servers as claimed in claim 16, is characterized in that, described transmitting element is used for when the number of described related question is multiple, obtains the degree of association of all related questions and described first problem; According to degree of association order from high to low, described related question is sent to described interactive terminal.
19. online customer service servers as claimed in claim 16, is characterized in that, also comprise:
Statistic unit, for the related question that recording user is chosen, adds up the number of times that each related question is chosen by user;
Degree of association adjustment unit, for according to selected number of times, adjusts the degree of association that described associated data is corresponding.
20. online customer service servers as described in claim 14 or 16, is characterized in that, also comprise:
Interface information acquiring unit, for obtaining the display interface dimension information of described interactive terminal;
Quantity forwarded determining unit, for determining the number N of the associated data sent according to described display interface dimension information;
Described transmitting element is used for according to degree of association order from high to low, and M bar associated data before the highest for the degree of association is sent to described interactive terminal, M≤N-1.
21. 1 kinds of online customer service systems, is characterized in that, comprising: online customer service server and interactive terminal, wherein:
Described online customer service server, is suitable for the first problem receiving the transmission of described interactive terminal, chooses first answer corresponding with described first problem; Judge whether to there is the associated data associated with described first problem; When there is described associated data, described first answer and described associated data are sent to described interactive terminal;
Described interactive terminal, is suitable for sending described first problem to described online customer service server, and receives described first answer and described associated data.
22. online customer service systems as claimed in claim 21, is characterized in that, described associated data is the data being greater than predetermined threshold value with the degree of association of described first problem.
23. online customer service systems as claimed in claim 22, is characterized in that, the described degree of association by obtaining the problem that in Question and Answer log sample, user proposes, and is obtained by the correlation between problem described in large data analysis statistical.
24. online customer service systems as claimed in claim 22, it is characterized in that, described associated data comprises: related question and association answer, described related question is the one or more problems associated with described first problem, and described association answer is the answer that described related question is corresponding.
25. online customer service systems as claimed in claim 22, it is characterized in that, described associated data comprises: related question, and described related question is the problem associated with described first problem.
26. online customer service systems as claimed in claim 25, it is characterized in that, described online customer service server is also suitable for: after described related question is sent to described interactive terminal, when detecting that described related question is chosen by user, association answer corresponding for selected related question is sent to described interactive terminal.
27. online customer service systems as claimed in claim 25, it is characterized in that, described online customer service server is also suitable for: the related question that recording user is chosen, and adds up the number of times that each related question is chosen by user; According to selected number of times order from big to small, adjust the degree of association that described associated data is corresponding.
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| CN108833595A (en) | 2018-11-16 |
| CN105554139B (en) | 2018-09-21 |
| CN108833595B (en) | 2021-06-29 |
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