CN105808694A - Online customer service response system and method - Google Patents
Online customer service response system and method Download PDFInfo
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- CN105808694A CN105808694A CN201610121632.2A CN201610121632A CN105808694A CN 105808694 A CN105808694 A CN 105808694A CN 201610121632 A CN201610121632 A CN 201610121632A CN 105808694 A CN105808694 A CN 105808694A
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- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
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- G06F16/3329—Natural language query formulation or dialogue systems
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
Abstract
The invention discloses an online customer service response system and method. The system comprises a response server, a response robot, an interface for accessing to the response robot, a chat server and at least one artificial customer service side, wherein the response server is used for providing a chat window and calling the interface to access to the response robot; the response robot is used for judging whether an answer of content input in the chat window is known or not, responding the content if the judging result is positive and feeding first information back to the response server if the judging result is negative; the response server is further used for sending request information for requesting an artificial customer service to the chat server when receiving the first information; the chat server is used for acquiring the request information and distributing artificial customer service for the response server; the artificial customer service side of the distributed artificial customer service establishes connection with the response server through the chat server and responds the content input in the chat window. The system and method disclosed in the invention can be used for covering the shortage of selecting customer services by users in the prior art, and automatically turning to artificial customer service when the response robot cannot work so as to offering consultation services for the users by artificial customer services.
Description
Technical field
The present invention relates to internet arena, particularly relate to a kind of online customer service answering system and method.
Background technology
Along with the development of the Internet and ecommerce, a lot of electricity business or website all can provide the service of online customer service, think that user answers doubt.Mostly what current online customer service answering system provided answer service is Self-Service, robot service or artificial customer service；Described Self-Service is usually preset the answer of better problem and correspondence, the user problem selecting to want to know from problem, then website and feeds back corresponding answer by website；The service of described robot is usually carried out chat conversations by robot and user, key message is extracted from the enquirement of user, corresponding answer is fed back through internal analysis, compared to the advantage of Self-Service, this service is in that robot can carry out Semantic judgement, user put forward simply problem need not be identical with the problem that robot presets, and the question formulation of user is more flexible；Described artificial customer service refers to and is carried out chat conversations by contact staff and user.
When integrating above-mentioned Self-Service, robot service and artificial customer service, conventional means be user after entering the online customer service page, manually select and need Self-Service, robot service or artificial customer service.This means can cause the distribution inequality of each service, and especially the common practice of user is the artificial customer service of prioritizing selection, and the operating pressure causing artificial customer service is excessive.
Summary of the invention
The technical problem to be solved in the present invention is often by the selected defect using which kind of customer service of user oneself in prior art, it is provided that a kind of online customer service answering system and method.
The present invention solves above-mentioned technical problem by the following technical programs:
The present invention provides a kind of online customer service answering system, is characterized in, including: answer service end, response robot and access the interface of described response robot, chat server and at least one artificial customer side；
Described answer service end is used for providing chat window, and calls response robot described in described interface accessing；
Described response robot is for judging whether to know the answer of the content of input in described chat window, if it is known that then reply described content, if not knowing, and the feedback first information extremely described answer service end；
Described answer service end is additionally operable to when receiving the described first information and sends the solicited message for asking artificial customer service to described chat server；
Described chat server is used for obtaining described solicited message, distributes artificial customer service for described answer service end；
The artificial customer side of the artificial customer service being assigned with is connected with the foundation of described answer service end by described chat server, replys the content of input in described chat window.
The technical program can proceed to artificial customer service automatically when the content of input in chat window can not be answered by response robot, artificial customer service provide the user consultancy service.
It is preferred that described chat server includes screening unit, searches unit, the first judging unit, the second judging unit and the first allocation units；
Described screening unit does not know the classification belonging to content of answer for obtaining described response robot, from all artificial customer services, screening meets the artificial customer service of first condition, and described first condition is have the technical ability of the content replying described classification and be in online non-suspended state；
Described lookup unit for searching the artificial customer service of the preferential content receiving described classification from the artificial customer service filtered out；
Described first judging unit sets up, with described answer service end the last time, the artificial customer service being connected for judging whether to exist in the artificial customer service found, if existing, calling described second judging unit, if being absent from, calling described first allocation units；
Whether the number of users that described second judging unit is currently being received for judging the artificial customer service being connected with the foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, calling described first allocation units；
Described first allocation units are for the artificial customer service of random choose from the artificial customer service found and described answer service end is distributed in selected artificial customer service.
It is preferred that described chat server also includes sequencing unit and the second allocation units；
Described sequencing unit for for the artificial customer service that finds according to priority order sequence from high to low or from low to high, for the identical artificial customer service of priority according to the number of users received order sequence from more to less or from less to more, the identical artificial customer service of number of users for receiving is according to free time order sequence from short to long or from long to short；
Described first judging unit sets up, with described answer service end the last time, the artificial customer service being connected for judging whether to exist in the artificial customer service found, if existing, calling described second judging unit, if being absent from, calling described second allocation units；
Whether the number of users that described second judging unit is currently being received for judging the artificial customer service being connected with the foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, calling described second allocation units；
Described second allocation units for selecting, according to described sequencing unit, artificial customer service that in the artificial customer service that the number of users received in the artificial customer service that priority is the highest number of users minimum, that receive is minimum, free time is the longest and judging that whether number of users that selected artificial customer service currently receiving is less than threshold value from the artificial customer service found, if less than, described answer service end is distributed to selected artificial customer service, if being not less than, selected artificial customer service being got rid of from the artificial customer service found and again calls described second allocation units.
It is preferred that described online customer service answering system also includes data base；
Described data base is for reading configuration information from described answer service end, and reads configuration information and the chat record that lands from described chat server.
It is preferred that described online customer service answering system also includes management platform；
Described management platform for reading configuration information and the chat record that lands from described data base, and manages artificial customer service and/or output report.
It is preferred that described configuration information includes one or more in following information: the signal language when essential information of customer service group, the welcome words of chat window, contact staff reach the standard grade belonging to the essential information of contact staff, contact staff and the processing mode of non-working time.
It is preferred that described online customer service answering system also includes Self-Service end；
Described answer service end also provides for chat window, and calls Self-Service end；
Described Self-Service end is for judging whether to know the answer of the content of input in described chat window, if it is known that then reply described content, if not knowing, feeds back the second information extremely described answer service end；
Described answer service end is additionally operable to when receiving described second information and sends the solicited message for asking artificial customer service to described chat server.
The technical program can proceed to artificial customer service automatically when Self-Service end can not answer the content of input in chat window, artificial customer service provide the user consultancy service.
The present invention also provides for a kind of online customer service answer method, is characterized in, comprises the following steps:
S1, answer service end chat window is provided, and call response robot described in the interface accessing for accessing response robot；
S2, response robot judge whether to know the answer of the content of input in described chat window, if it is known that then reply described content, then process ends, if not knowing, the feedback first information, to described answer service end, then performs S3；
S3, described answer service send solicited message for asking artificial customer service when receiving the described first information to chat server；
S4, described chat server obtain described solicited message, for described answer service end distribute artificial customer service；
S5, the artificial customer side of artificial customer service that is assigned with set up with described answer service end by described chat server and be connected, reply the content inputted in described chat window.
It is preferred that S4In for described answer service end distribute artificial customer service comprise the following steps；
S41, obtain described response robot and do not know the classification belonging to content of answer, from all artificial customer services, screening meets the artificial customer service of first condition, and described first condition is have the technical ability of the content replying described classification and be in online non-suspended state；
S42, from the artificial customer service filtered out, search the artificial customer service of the preferential content receiving described classification；
S43, judge whether the artificial customer service that finds exists to set up, with described answer service end the last time, the artificial customer service being connected, if existence, perform S44If being absent from, perform S45；
S44, judge that whether the number of users currently received with the artificial customer service that is connected of foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, performing S45；
S45, the artificial customer service of random choose described answer service end is distributed in selected artificial customer service from the artificial customer service found.
It is preferred that S4In for described answer service end distribute artificial customer service be additionally included in S42Afterwards and at S43Perform following steps before:
S421, for the artificial customer service that finds according to priority order sequence from high to low or from low to high, for the identical artificial customer service of priority according to the number of users received order sequence from more to less or from less to more, the identical artificial customer service of number of users for receiving is according to free time order sequence from short to long or from long to short；
By S43Replace with S43': judging whether the artificial customer service found exists to set up, with described answer service end the last time, the artificial customer service being connected, if existing, performing S44', if being absent from, perform S45’；
S44', judge that whether the number of users currently received with the artificial customer service that is connected of foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, performing S45’；
S45', from the artificial customer service found, select, according to described sequencing unit, artificial customer service that in the artificial customer service that the number of users received in the artificial customer service that priority is the highest number of users minimum, that receive is minimum, free time is the longest and judge that whether number of users that selected artificial customer service currently receiving is less than threshold value, if less than, described answer service end is distributed to selected artificial customer service, if being not less than, selected artificial customer service being got rid of from the artificial customer service found and again performs S45’。
It is preferred that described online customer service answer method also includes:
Data base reads configuration information from described answer service end, and reads configuration information and the chat record that lands from described chat server.
It is preferred that described online customer service answer method also includes:
Management platform reads configuration information and the chat record that lands from described data base, and manages artificial customer service and/or output report.
It is preferred that described configuration information includes one or more in following information: the signal language when essential information of customer service group, the welcome words of chat window, contact staff reach the standard grade belonging to the essential information of contact staff, contact staff and the processing mode of non-working time.
It is preferred that described online customer service answer method also includes:
T1, answer service end chat window is provided, and call Self-Service end；
T2, Self-Service end judge whether to know the answer of the content of input in described chat window, if it is known that then reply described content, then process ends, if not knowing, the second information of feeding back, to described answer service end, then performs T3；
T3, described answer service end send solicited message for asking artificial customer service when receiving described second information to described chat server, then perform S4。
Meeting on the basis of this area general knowledge, above-mentioned each optimum condition, can combination in any, obtain the preferred embodiments of the invention.
The actively progressive effect of the present invention is in that: the present invention can proceed to artificial customer service automatically when the content of input in chat window can not be answered by response robot, artificial customer service provide the user consultancy service.
Accompanying drawing explanation
Fig. 1 is the system schematic of the online customer service answering system of the embodiment of the present invention 1.
Fig. 2 is the another kind of system schematic of the online customer service answering system of the embodiment of the present invention 1.
Fig. 3 is another system schematic of the online customer service answering system of the embodiment of the present invention 1.
Fig. 4 is the flow chart of the online customer service answer method of the embodiment of the present invention 1.
Fig. 5 be the embodiment of the present invention 1 online customer service answer method in for answer service end distribute artificial customer service flow chart.
Fig. 6 is the another kind of flow chart of the online customer service answer method of the embodiment of the present invention 1.
Fig. 7 be the embodiment of the present invention 2 online customer service answer method in for answer service end distribute artificial customer service flow chart.
Detailed description of the invention
Mode by the examples below further illustrates the present invention, but does not therefore limit the present invention among described scope of embodiments.
Embodiment 1
A kind of online customer service answering system, as it is shown in figure 1, include: answer service end 101, response robot 102 and access the interface of described response robot 102, chat server 103 and at least one artificial customer side 104.
Described answer service end 101 is used for providing chat window, and calls response robot 102 described in described interface accessing.
Described response robot 102 is for judging whether to know the answer of the content of input in described chat window, if it is known that then reply described content, if not knowing, and the feedback first information extremely described answer service end 101.Namely the described first information does not know the answer of the content inputted in chat window for characterizing described response robot 102.Whether response robot 102 knows the answer of the content of input in described chat window and how to know that in described chat window, the concrete mode of the answer of the content of input adopts existing techniques in realizing, and the present embodiment repeats no more.
Described answer service end 101 is additionally operable to when receiving the described first information and sends the solicited message for asking artificial customer service to described chat server 103.
Described chat server 103 is used for obtaining described solicited message, distributes artificial customer service for described answer service end 101.
The artificial customer side 104 of the artificial customer service being assigned with is connected with the foundation of described answer service end 101 by described chat server 103, replys the content of input in described chat window.Wherein, artificial customer side 104 refers to equipment that artificial customer service uses, for chatting with user.
In the present embodiment, described answer service end 101 can be computer client or mobile client (such as cell-phone customer terminal).After described answer service end 101 calls response robot 102 described in described interface accessing, answer service end 101 can carry out interacting message by described chat window with response robot 102.As user inputs the problem wanting to put question in chat window, response robot 102 feeds back answer etc. in chat window.When response robot 102 does not know how to reply user, online customer service answering system can be provided consultancy service to transfer to by original response robot 102 and be provided consultancy service by artificial customer service, described answer service end 101 carries out interacting message by described chat server 103 with artificial customer side 104, and answer is being fed back in artificial customer service in chat window.
Generally artificial customer service more than one, described chat server 103 can distribute artificial customer service for described answer service end 101 at random, it is also possible to distributes artificial customer service for described answer service end 101 in the following manner:
Described chat server 103 includes screening unit, searches unit, the first judging unit, the second judging unit and the first allocation units.
Described screening unit does not know the classification belonging to content of answer for obtaining described response robot 102, from all artificial customer services, screening meets the artificial customer service of first condition, and described first condition is have the technical ability of the content replying described classification and be in online non-suspended state.Owing to the quantity of artificial customer service is likely to more; artificial customer service would generally be classified according to technical ability; described technical ability refers to that artificial customer service can provide the consulting of the problem of a certain class or some class, as provided the consulting of hotel service class, it is provided that the consulting etc. of the consulting of internal ticket class or the international air ticket class of offer.Described online non-suspended state refers to that artificial customer service currently can access answer service end 101, provides the user consulting.Described screening unit can filter out the artificial customer service that can receive user for the classification that user asks a question.
Described lookup unit for searching the artificial customer service of the preferential content receiving described classification from the artificial customer service filtered out.Owing to an artificial customer service is likely to be of more than technical ability; so the priority of the every technical ability of artificial customer service would generally be arranged; a such as customer service has the consulting of offer internal ticket class and the technical ability of the consulting of the international air ticket class of offer simultaneously, then will set this customer service and preferentially receive seeking advice from or the consulting of air ticket class outside preferential receiving state of internal ticket class.Described lookup unit can search, for the classification that user asks a question, the artificial customer service being best suitable for reception user.
Described first judging unit is for judging whether to there is the artificial customer service being connected with the last foundation of described answer service end 101 in the artificial customer service found, if existing, calling described second judging unit, if being absent from, calling described first allocation units.It is likely to have been proposed that similar problem before considering a user, then can again be received by the artificial customer service receiving this user before, so contribute to artificial customer service and more properly know the demand of user.
Whether the number of users that described second judging unit is currently being received for judging the artificial customer service being connected with the foundation of described answering server the last time is less than threshold value, if less than, described answer service end 101 being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, calling described first allocation units.Described threshold value, for characterizing the number of users that artificial customer service is received at most simultaneously, exceedes the artificial customer service of described threshold value and is likely to just be difficult to provide quality services.
Described first allocation units are for the artificial customer service of random choose from the artificial customer service found and described answer service end 101 is distributed in selected artificial customer service.
The chat server 103 of the present embodiment is by described screening unit, described lookup unit, described first judging unit, described second judging unit and described first allocation units, it is possible to select the artificial customer service being best suitable for the service that provides the user.
The online customer service answering system of the present embodiment also includes data base 105 and management platform 106.
Described data base 105 is for reading configuration information from described answer service end 101, and reads configuration information and (storage) chat record that lands from described chat server 103.
Described management platform 106 for reading configuration information and the chat record that lands from described data base 105, and manages artificial customer service and/or output report.
Described configuration information includes one or more in following information: the signal language when essential information of customer service group, the welcome words of chat window, contact staff reach the standard grade belonging to the essential information of contact staff, contact staff and the processing mode of non-working time.
Described data base 105 and described management platform 106 are conducive to the management of whole online customer service answering system, Backup Data etc..
On the basis of the present embodiment, as in figure 2 it is shown, described online customer service answering system can also be substituted described response robot 102 by Self-Service end 107, in such cases, described answer service end 101 is used for providing chat window, and calls Self-Service end 107；Described Self-Service end 107 is for judging whether to know the answer of the content of input in described chat window, if it is known that then reply described content, if not knowing, feeds back the second information extremely described answer service end 101；Namely described second information do not know the answer of the content inputted in chat window for characterizing described Self-Service end 107；Described answer service end 101 is additionally operable to when receiving described second information and sends the solicited message for asking artificial customer service to described chat server 103；Described online customer service answering system transfers artificial customer service to when Self-Service end 107 does not know answer.Or, as shown in Figure 3, described online customer service answering system can also include response robot 102 and Self-Service end 107 simultaneously, in such cases, after described answer service end 101 provides chat window, both can call response robot 102 described in described interface accessing, it is also possible to call Self-Service end 107, and which wherein specifically call and is determined by user oneself；Chat server 103 all can send the solicited message for asking artificial customer service to described chat server 103 after receiving the first information or the second information, then chat server 103 can be that described answer service end 101 distributes artificial customer service according to solicited message, artificial customer service provide consultancy service.
The online customer service answer method of the present embodiment, as shown in Figure 4, comprises the following steps:
Step 201, answer service end provide chat window, and call response robot described in the interface accessing for accessing response robot.
Step 202, response robot judge whether to know the answer of the content of input in described chat window, if it is known that then reply described content, then process ends, if not knowing, the feedback first information, to described answer service end, then performs step 203.Namely the described first information does not know the answer of the content inputted in chat window for characterizing described response robot.
Step 203, described answer service send the solicited message for asking artificial customer service when receiving the described first information to chat server.
Step 204, described chat server obtain described solicited message, distribute artificial customer service for described answer service end.
Step 205, the artificial customer service being assigned with artificial customer side set up by described chat server and described answer service end and be connected, reply the content inputted in described chat window.
Generally artificial customer service more than one, chat server described in step 204 can be that described answer service end distributes artificial customer service at random, it is also possible to is the artificial customer service of distribution of described answer service end by following steps, as shown in Figure 5:
Step 2041, obtain described response robot and do not know the classification belonging to content of answer, from all artificial customer services, screening meets the artificial customer service of first condition, and described first condition is have the technical ability of the content replying described classification and be in online non-suspended state；
Step 2042, the artificial customer service of the preferential content receiving described classification of lookup from the artificial customer service filtered out.
Whether the artificial customer service that step 2043, judgement find existing and sets up, with described answer service end the last time, the artificial customer service being connected, if existing, performing step 2044, if being absent from, performing step 2045.
Whether the number of users that the artificial customer service that step 2044, judgement are connected with the foundation of described answering server the last time is currently being received is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, performing step 2045.
Step 2045, the artificial customer service of random choose described answer service end is distributed in selected artificial customer service from the artificial customer service found.
The step 204 of the present embodiment passes through step 2041-2045, it is possible to select the artificial customer service being best suitable for the service that provides the user.
The online customer service answer method of the present embodiment is further comprising the steps of:
Data base reads configuration information from described answer service end, and reads configuration information and the chat record that lands from described chat server.
Management platform reads configuration information and the chat record that lands from described data base, and manages artificial customer service and/or output report.
Described configuration information includes one or more in following information: the signal language when essential information of customer service group, the welcome words of chat window, contact staff reach the standard grade belonging to the essential information of contact staff, contact staff and the processing mode of non-working time.
Above-mentioned steps can perform any time in the execution process of step 201-205, is conducive to the management of whole online customer service answering system, Backup Data etc..
On the basis of the present embodiment, as shown in Figure 6, described online customer service answer method can also by step 201 '-203 ' alternative steps 201-203:
Step 201 ', answer service end chat window is provided, and call Self-Service end.
Step 202 ', Self-Service end judge whether to know the answer of the content of input in described chat window, if it is known that then reply described content, then process ends, if not knowing, the second information of feeding back, to described answer service end, then performs step 203 '.
Step 203 ', described answer service end send solicited message for asking artificial customer service when receiving described second information to described chat server, then perform step 204.
In these cases, online customer service answer method transfers artificial customer service to when Self-Service end does not know answer.
Or, described online customer service answer method can also include step 201-203 and step 201 '-203 ' simultaneously, in such cases, after described answer service end provides chat window, both response robot described in described interface accessing can have been called, Self-Service end can also be called, which wherein specifically calls and is determined by user oneself；Chat server all can send the solicited message for asking artificial customer service to described chat server after receiving the first information or the second information, then chat server can be that described answer service end distributes artificial customer service according to solicited message, artificial customer service provide consultancy service.
Embodiment 2
The online customer service answering system of the present embodiment is essentially identical with the online customer service answering system of embodiment 1, it is different in that, the chat server of the online customer service answering system of the present embodiment does not include the first allocation units, but also includes sequencing unit and the second allocation units.
Described sequencing unit for for the artificial customer service that finds according to priority order sequence from high to low or from low to high, for the identical artificial customer service of priority according to the number of users received order sequence from more to less or from less to more, the identical artificial customer service of number of users for receiving is according to free time order sequence from short to long or from long to short.
Described first judging unit sets up, with described answer service end the last time, the artificial customer service being connected for judging whether to exist in the artificial customer service found, if existing, calling described second judging unit, if being absent from, calling described second allocation units.
Whether the number of users that described second judging unit is currently being received for judging the artificial customer service being connected with the foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, calling described second allocation units.
Described second allocation units for selecting, according to described sequencing unit, artificial customer service that in the artificial customer service that the number of users received in the artificial customer service that priority is the highest number of users minimum, that receive is minimum, free time is the longest and judging that whether number of users that selected artificial customer service currently receiving is less than threshold value from the artificial customer service found, if less than, described answer service end is distributed to selected artificial customer service, if being not less than, selected artificial customer service being got rid of from the artificial customer service found and again calls described second allocation units.
The chat server of the present embodiment is by described screening unit, described lookup unit, described first judging unit, described second judging unit, described sequencing unit and described second allocation units, it is provided that another distributes the mode of artificial customer service.
The online customer service answer method of the present embodiment is essentially identical with the online customer service answer method of embodiment 1, it is different in that, as it is shown in fig. 7, the online customer service answer method of the present embodiment does not perform step 2045, but after step 2042 and before step 2043, perform following steps:
Step 20421, for the artificial customer service that finds according to priority order sequence from high to low or from low to high, for the identical artificial customer service of priority according to the number of users received order sequence from more to less or from less to more, the identical artificial customer service of number of users for receiving is according to free time order sequence from short to long or from long to short.
Step 2043 is replaced with step 2043 ': judging whether the artificial customer service found exists to set up, with described answer service end the last time, the artificial customer service being connected, if existing, performing step 2044 ', if being absent from, perform step 2045 '.
Step 2044 ', judge that whether the number of users currently received with the artificial customer service that is connected of foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, performing step 2045 '.
Step 2045 ', from the artificial customer service found, select, according to described sequencing unit, artificial customer service that in the artificial customer service that the number of users received in the artificial customer service that priority is the highest number of users minimum, that receive is minimum, free time is the longest and judge that whether number of users that selected artificial customer service currently receiving is less than threshold value, if less than, described answer service end is distributed to selected artificial customer service, if being not less than, selected artificial customer service being got rid of from the artificial customer service found and again performs step 2045 '.
The chat server of the present embodiment by step 2041,2042,20421,2043 '-2045 ', it is provided that another distribute artificial customer service mode.
Although the foregoing describing the specific embodiment of the present invention, it will be appreciated by those of skill in the art that these are merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is under the premise without departing substantially from principles of the invention and essence, it is possible to these embodiments are made various changes or modifications, but these change and amendment each falls within protection scope of the present invention.
Claims (14)
1. an online customer service answering system, it is characterised in that including: answer service end, response robot and access the interface of described response robot, chat server and at least one artificial customer side；
Described answer service end is used for providing chat window, and calls response robot described in described interface accessing；
Described response robot is for judging whether to know the answer of the content of input in described chat window, if it is known that then reply described content, if not knowing, and the feedback first information extremely described answer service end；
Described answer service end is additionally operable to when receiving the described first information and sends the solicited message for asking artificial customer service to described chat server；
Described chat server is used for obtaining described solicited message, distributes artificial customer service for described answer service end；
The artificial customer side of the artificial customer service being assigned with is connected with the foundation of described answer service end by described chat server, replys the content of input in described chat window.
2. online customer service answering system as claimed in claim 1, it is characterised in that described chat server includes screening unit, searches unit, the first judging unit, the second judging unit and the first allocation units；
Described screening unit does not know the classification belonging to content of answer for obtaining described response robot, from all artificial customer services, screening meets the artificial customer service of first condition, and described first condition is have the technical ability of the content replying described classification and be in online non-suspended state；
Described lookup unit for searching the artificial customer service of the preferential content receiving described classification from the artificial customer service filtered out；
Described first judging unit sets up, with described answer service end the last time, the artificial customer service being connected for judging whether to exist in the artificial customer service found, if existing, calling described second judging unit, if being absent from, calling described first allocation units；
Whether the number of users that described second judging unit is currently being received for judging the artificial customer service being connected with the foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, calling described first allocation units；
Described first allocation units are for the artificial customer service of random choose from the artificial customer service found and described answer service end is distributed in selected artificial customer service.
3. online customer service answering system as claimed in claim 2, it is characterised in that described chat server also includes sequencing unit and the second allocation units；
Described sequencing unit for for the artificial customer service that finds according to priority order sequence from high to low or from low to high, for the identical artificial customer service of priority according to the number of users received order sequence from more to less or from less to more, the identical artificial customer service of number of users for receiving is according to free time order sequence from short to long or from long to short；
Described first judging unit sets up, with described answer service end the last time, the artificial customer service being connected for judging whether to exist in the artificial customer service found, if existing, calling described second judging unit, if being absent from, calling described second allocation units；
Whether the number of users that described second judging unit is currently being received for judging the artificial customer service being connected with the foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, calling described second allocation units；
Described second allocation units for selecting, according to described sequencing unit, artificial customer service that in the artificial customer service that the number of users received in the artificial customer service that priority is the highest number of users minimum, that receive is minimum, free time is the longest and judging that whether number of users that selected artificial customer service currently receiving is less than threshold value from the artificial customer service found, if less than, described answer service end is distributed to selected artificial customer service, if being not less than, selected artificial customer service being got rid of from the artificial customer service found and again calls described second allocation units.
4. online customer service answering system as claimed in claim 1, it is characterised in that described online customer service answering system also includes data base；
Described data base is for reading configuration information from described answer service end, and reads configuration information and the chat record that lands from described chat server.
5. online customer service answering system as claimed in claim 4, it is characterised in that described online customer service answering system also includes management platform；
Described management platform for reading configuration information and the chat record that lands from described data base, and manages artificial customer service and/or output report.
6. the online customer service answering system as described in claim 4 or 5, it is characterized in that, described configuration information includes one or more in following information: the signal language when essential information of customer service group, the welcome words of chat window, contact staff reach the standard grade belonging to the essential information of contact staff, contact staff and the processing mode of non-working time.
7. online customer service answering system as claimed in claim 1, it is characterised in that described online customer service answering system also includes Self-Service end；
Described answer service end also provides for chat window, and calls Self-Service end；
Described Self-Service end is for judging whether to know the answer of the content of input in described chat window, if it is known that then reply described content, if not knowing, feeds back the second information extremely described answer service end；
Described answer service end is additionally operable to when receiving described second information and sends the solicited message for asking artificial customer service to described chat server.
8. an online customer service answer method, it is characterised in that comprise the following steps:
S1, answer service end chat window is provided, and call response robot described in the interface accessing for accessing response robot；
S2, response robot judge whether to know the answer of the content of input in described chat window, if it is known that then reply described content, then process ends, if not knowing, the feedback first information, to described answer service end, then performs S3；
S3, described answer service send solicited message for asking artificial customer service when receiving the described first information to chat server；
S4, described chat server obtain described solicited message, for described answer service end distribute artificial customer service；
S5, the artificial customer side of artificial customer service that is assigned with set up with described answer service end by described chat server and be connected, reply the content inputted in described chat window.
9. online customer service answer method as claimed in claim 8, it is characterised in that S4In for described answer service end distribute artificial customer service comprise the following steps；
S41, obtain described response robot and do not know the classification belonging to content of answer, from all artificial customer services, screening meets the artificial customer service of first condition, and described first condition is have the technical ability of the content replying described classification and be in online non-suspended state；
S42, from the artificial customer service filtered out, search the artificial customer service of the preferential content receiving described classification；
S43, judge whether the artificial customer service that finds exists to set up, with described answer service end the last time, the artificial customer service being connected, if existence, perform S44If being absent from, perform S45；
S44, judge that whether the number of users currently received with the artificial customer service that is connected of foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, performing S45；
S45, the artificial customer service of random choose described answer service end is distributed in selected artificial customer service from the artificial customer service found.
10. online customer service answer method as claimed in claim 9, it is characterised in that S4In for described answer service end distribute artificial customer service be additionally included in S42Afterwards and at S43Perform following steps before:
S421, for the artificial customer service that finds according to priority order sequence from high to low or from low to high, for the identical artificial customer service of priority according to the number of users received order sequence from more to less or from less to more, the identical artificial customer service of number of users for receiving is according to free time order sequence from short to long or from long to short；
By S43Replace with S43': judging whether the artificial customer service found exists to set up, with described answer service end the last time, the artificial customer service being connected, if existing, performing S44', if being absent from, perform S45’；
S44', judge that whether the number of users currently received with the artificial customer service that is connected of foundation of described answering server the last time is less than threshold value, if less than, described answer service end being distributed to and sets up, with described answering server the last time, the artificial customer service being connected, if being not less than, performing S45’；
S45', from the artificial customer service found, select, according to described sequencing unit, artificial customer service that in the artificial customer service that the number of users received in the artificial customer service that priority is the highest number of users minimum, that receive is minimum, free time is the longest and judge that whether number of users that selected artificial customer service currently receiving is less than threshold value, if less than, described answer service end is distributed to selected artificial customer service, if being not less than, selected artificial customer service being got rid of from the artificial customer service found and again performs S45’。
11. online customer service answer method as claimed in claim 8, it is characterised in that described online customer service answer method also includes:
Data base reads configuration information from described answer service end, and reads configuration information and the chat record that lands from described chat server.
12. online customer service answer method as claimed in claim 11, it is characterised in that described online customer service answer method also includes:
Management platform reads configuration information and the chat record that lands from described data base, and manages artificial customer service and/or output report.
13. the online customer service answer method as described in claim 11 or 12, it is characterized in that, described configuration information includes one or more in following information: the signal language when essential information of customer service group, the welcome words of chat window, contact staff reach the standard grade belonging to the essential information of contact staff, contact staff and the processing mode of non-working time.
14. online customer service answer method as claimed in claim 8, it is characterised in that described online customer service answer method also includes:
T1, answer service end chat window is provided, and call Self-Service end；
T2, Self-Service end judge whether to know the answer of the content of input in described chat window, if it is known that then reply described content, then process ends, if not knowing, the second information of feeding back, to described answer service end, then performs T3；
T3, described answer service end send solicited message for asking artificial customer service when receiving described second information to described chat server, then perform S4。
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