CN106131203A - A kind of automatic customer service system for electronic commerce - Google Patents
A kind of automatic customer service system for electronic commerce Download PDFInfo
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- CN106131203A CN106131203A CN201610581783.6A CN201610581783A CN106131203A CN 106131203 A CN106131203 A CN 106131203A CN 201610581783 A CN201610581783 A CN 201610581783A CN 106131203 A CN106131203 A CN 106131203A
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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
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- 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
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- 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
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
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- Signal Processing (AREA)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
Abstract
The invention provides a kind of automatic customer service system for electronic commerce, including: command reception module, for receiving the instruction of the use online customer service system that user sends；User profile extraction module, for reading the identifier in user cookie；History module, for storing the access data corresponding with identifier and action trail data；Put question to prediction module, the keyword in the access data extracting this identifier and action trail data, it was predicted that the problem that this user may propose；Answer pushing module, the problem according to puing question to prediction module prediction pushes relevant answer to user.User's sort module, for being divided into frequent customer and Xin client according to history module by this user；Customer service distribution module, preferentially distributes to the last customer service for its service by frequent customer.The present invention is after user initiates the instruction of use online customer service system, and system can push the answer of the problem that may propose to user, reduces the time of user's typewriting, easy to operate.
Description
Technical field
The present invention relates to technical field of electronic commerce, particularly relate to a kind of automatic customer service system for electronic commerce.
Background technology
Online customer service system is through this development in several years, and having become as website client service, auxiliary web site sale etc. can not
The instrument lacked.Online customer service system is the general designation of a kind of webpage version MSN, and it realizes and the seamless combination of website,
There is provided for website and the platform of visitor's dialogue.Site visitor, without installing any software, can be engaged in the dialogue by webpage.Mesh
Before, each operator both provide carry out opening, the Self-Service of the business such as inquiry, user becomes in net Room Self-Service form
Trend.For Self-Service, the net Room provides the function of " online customer service ", can use these clothes when user runs into unclear ground
Business asks for help.
Existing online customer service generally provides two kinds of forms: menu mode helps, manual service.Menu mode helps to be the net Room
Being classified by conventional the problems and solutions and make menu, select for user, check, this mode user obtains and first understands dish
Single content, therefrom could make one's options according to the problem of oneself, compare and lose time；Manual service is artificial by online friendship
What is said or talked about mode helps user to solve problem, and this mode user must input more word, in order to statement produced problem, operation fiber crops
Tired.
Summary of the invention
It is an object of the invention to provide a kind of automatic customer service system for electronic commerce, it is possible to solve the operation of existing online customer service
Trouble, the problem of working costs.
For solving above-mentioned technical problem, the technical scheme that the present invention uses is: provide a kind of ecommerce the most objective
Dress system, including:
Command reception module, for receiving the instruction of the use online customer service system that user sends；
User profile extraction module, for reading the identifier in user cookie；
History module, for storing the access data corresponding with identifier and action trail data；
Put question to prediction module, the keyword in the access data extracting this identifier and action trail data, it was predicted that
The problem that this user may propose；
Answer pushing module, the problem according to puing question to prediction module prediction pushes relevant answer to user；
Interactive interface, for realizing the mutual of client and customer service；
Control module, is used for controlling above-mentioned module and is operated.
It is different from the situation of prior art, the invention has the beneficial effects as follows:
(1), initiate the instruction of use online customer service system user after, system may be able to propose to user's propelling movement
The answer of problem, reduces the time of user's typewriting；
(2) according to accessing data, user can be divided into frequent customer and Xin client, distribute last service for frequent customer
Customer service, becomes more apparent upon the demand of client, shortens the consulting time of client.
Accompanying drawing explanation
Fig. 1 is the system framework figure of one embodiment of the invention.
Detailed description of the invention
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Describe, it is clear that described embodiment is only a part of embodiment of the present invention rather than whole embodiments wholely.Based on
Embodiment in the present invention, it is every other that those of ordinary skill in the art are obtained under not making creative work premise
Embodiment, broadly falls into the scope of protection of the invention.
As it is shown in figure 1, the automatic customer service system for electronic commerce that the present invention provides includes:
Command reception module, for receiving the instruction of the use online customer service system that user sends；
User profile extraction module, for reading the identifier in user cookie；
History module, for storing the access data corresponding with identifier and action trail data；
Put question to prediction module, the keyword in the access data extracting this identifier and action trail data, it was predicted that
The problem that this user may propose；
Answer pushing module, the problem according to puing question to prediction module prediction pushes relevant answer to user；
Interactive interface, for realizing the mutual of client and customer service；
Control module, is used for controlling above-mentioned module and is operated；
User's sort module, for being divided into frequent customer and Xin client according to history module by this user；
Customer service distribution module, preferentially distributes to the last customer service for its service by frequent customer.
The workflow of the present invention is:
Command reception module receives user and clicks on the instruction of the use online customer service system that " online customer service " button sends；
After the user logs, the identifier in user cookie is read；The action trail inquiring about this user according to identifier follows the trail of data
And history accesses data；If the action trail corresponding with this user can not be obtained follow the trail of data, then show to described user
Conventional interface, or random assortment online customer service personnel.
If able to obtain action trail follow the trail of data, then subordinate act trajectory track extracting data user access track and
Access track keyword；If able to obtain history to access data, then access extracting data search record and consulting from history
Keyword；According to accessing track keyword and the service or the problem of proposition that this user uses predicted in consulting keyword, and to
Family pushes relevant answer.
In this online customer service system, obtain the sorting key word that can be identified for that characteristic of division, generate according to sorting key word
Classification set, classification set in each element be by multiple that be associated, belong to certain classify sorting key word form
Classification subset；Track keyword and consulting keyword composition user behavior set will be accessed；By user behavior set with described
Classification set is mated, and obtains the classification subset with user behavior sets match from classification set；According to the classification obtained
Subset predicts the service that this user uses or the problem proposed.
The foregoing is only embodiments of the invention, not thereby limit the scope of the claims of the present invention, every utilize this
Equivalent structure or equivalence flow process that bright description and accompanying drawing content are made convert, or are directly or indirectly used in other relevant skills
Art field, is the most in like manner included in the scope of patent protection of the present invention.
Claims (2)
1. an automatic customer service system for electronic commerce, it is characterised in that including:
Command reception module, for receiving the instruction of the use online customer service system that user sends；
User profile extraction module, for reading the identifier in user cookie；
History module, for storing the access data corresponding with identifier and action trail data；
Put question to prediction module, the keyword in the access data extracting this identifier and action trail data, it was predicted that this uses
The problem that family may propose；
Answer pushing module, the problem according to puing question to prediction module prediction pushes relevant answer to user；
Interactive interface, for realizing the mutual of client and customer service；
Control module, is used for controlling above-mentioned module and is operated.
Automatic customer service system for electronic commerce the most according to claim 1, it is characterised in that also include:
User's sort module, for being divided into frequent customer and Xin client according to history module by this user；
Customer service distribution module, preferentially distributes to the last customer service for its service by frequent customer.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610581783.6A CN106131203A (en) | 2016-07-21 | 2016-07-21 | A kind of automatic customer service system for electronic commerce |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610581783.6A CN106131203A (en) | 2016-07-21 | 2016-07-21 | A kind of automatic customer service system for electronic commerce |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN106131203A true CN106131203A (en) | 2016-11-16 |
Family
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| Application Number | Title | Priority Date | Filing Date |
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| CN201610581783.6A Pending CN106131203A (en) | 2016-07-21 | 2016-07-21 | A kind of automatic customer service system for electronic commerce |
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Cited By (18)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106683678A (en) * | 2016-11-30 | 2017-05-17 | 厦门快商通科技股份有限公司 | Artificial telephone customer service auxiliary system and method |
| CN106851037A (en) * | 2016-11-28 | 2017-06-13 | 深圳市潮流网络技术有限公司 | The method for routing and system of a kind of WebRTC calls |
| CN106897884A (en) * | 2017-01-24 | 2017-06-27 | 武汉奇米网络科技有限公司 | The method and system of quick guiding visitor consulting |
| CN107229948A (en) * | 2017-05-19 | 2017-10-03 | 四川新网银行股份有限公司 | A kind of method for reducing customer churn on line based on customer problem forecast model |
| CN107451274A (en) * | 2017-08-04 | 2017-12-08 | 百度在线网络技术（北京）有限公司 | Aid in method for pushing, device, equipment and the storage medium of customer service information |
| CN107784051A (en) * | 2016-12-15 | 2018-03-09 | 平安科技（深圳）有限公司 | Online customer service answering system and method |
| CN107798452A (en) * | 2017-03-13 | 2018-03-13 | 平安科技（深圳）有限公司 | Customer's representative people's distribution method and device |
| CN107833056A (en) * | 2017-10-19 | 2018-03-23 | 平安科技（深圳）有限公司 | A kind of processing method and its terminal of client feedback information |
| CN107992521A (en) * | 2017-11-03 | 2018-05-04 | 阿里巴巴集团控股有限公司 | Handle the method and device of the service request of user |
| CN108198017A (en) * | 2017-12-22 | 2018-06-22 | 中国联合网络通信集团有限公司 | Personalized customer service processing method and processing device |
| CN108874823A (en) * | 2017-05-12 | 2018-11-23 | 阿里巴巴集团控股有限公司 | The implementation method and device of intelligent customer service |
| TWI662506B (en) * | 2017-04-12 | 2019-06-11 | 福皓整合科技有限公司 | Method for distributing customer services based on question forecasts |
| CN109993507A (en) * | 2019-04-17 | 2019-07-09 | 王亚萍 | A kind of pilot-operated type service system of paying taxes |
| CN109993649A (en) * | 2019-03-13 | 2019-07-09 | 王亚萍 | A kind of pilot-operated type consultancy relating to payment of tax method for pushing |
| CN110233945A (en) * | 2019-06-03 | 2019-09-13 | 中国工商银行股份有限公司 | Manual service request processing method and device based on internet audio and video technology |
| CN111212191A (en) * | 2019-12-05 | 2020-05-29 | 商客通尚景科技（上海）股份有限公司 | Customer incoming call seat distribution method |
| CN111353092A (en) * | 2018-12-24 | 2020-06-30 | 北京嘀嘀无限科技发展有限公司 | Service pushing method, device, server and readable storage medium |
| CN111917804A (en) * | 2018-07-13 | 2020-11-10 | 阿里巴巴集团控股有限公司 | Service channel recommendation method, system and equipment |
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Cited By (27)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106851037B (en) * | 2016-11-28 | 2021-05-18 | 深圳市潮流网络技术有限公司 | WebRTC call routing method and system |
| CN106851037A (en) * | 2016-11-28 | 2017-06-13 | 深圳市潮流网络技术有限公司 | The method for routing and system of a kind of WebRTC calls |
| CN106683678A (en) * | 2016-11-30 | 2017-05-17 | 厦门快商通科技股份有限公司 | Artificial telephone customer service auxiliary system and method |
| CN107784051B (en) * | 2016-12-15 | 2020-09-18 | 平安科技（深圳）有限公司 | Online customer service response system and method |
| CN107784051A (en) * | 2016-12-15 | 2018-03-09 | 平安科技（深圳）有限公司 | Online customer service answering system and method |
| CN106897884A (en) * | 2017-01-24 | 2017-06-27 | 武汉奇米网络科技有限公司 | The method and system of quick guiding visitor consulting |
| CN107798452A (en) * | 2017-03-13 | 2018-03-13 | 平安科技（深圳）有限公司 | Customer's representative people's distribution method and device |
| TWI662506B (en) * | 2017-04-12 | 2019-06-11 | 福皓整合科技有限公司 | Method for distributing customer services based on question forecasts |
| CN108874823A (en) * | 2017-05-12 | 2018-11-23 | 阿里巴巴集团控股有限公司 | The implementation method and device of intelligent customer service |
| CN107229948A (en) * | 2017-05-19 | 2017-10-03 | 四川新网银行股份有限公司 | A kind of method for reducing customer churn on line based on customer problem forecast model |
| CN107451274A (en) * | 2017-08-04 | 2017-12-08 | 百度在线网络技术（北京）有限公司 | Aid in method for pushing, device, equipment and the storage medium of customer service information |
| CN107451274B (en) * | 2017-08-04 | 2020-11-27 | 上海优扬新媒信息技术有限公司 | Method, device and equipment for pushing auxiliary customer service information and storage medium |
| CN107833056A (en) * | 2017-10-19 | 2018-03-23 | 平安科技（深圳）有限公司 | A kind of processing method and its terminal of client feedback information |
| CN107833056B (en) * | 2017-10-19 | 2021-05-14 | 平安科技（深圳）有限公司 | Client feedback information processing method and terminal thereof |
| CN107992521A (en) * | 2017-11-03 | 2018-05-04 | 阿里巴巴集团控股有限公司 | Handle the method and device of the service request of user |
| CN107992521B (en) * | 2017-11-03 | 2021-08-03 | 创新先进技术有限公司 | Method and device for processing service request of user |
| CN108198017B (en) * | 2017-12-22 | 2022-01-25 | 中国联合网络通信集团有限公司 | Personalized customer service processing method and device |
| CN108198017A (en) * | 2017-12-22 | 2018-06-22 | 中国联合网络通信集团有限公司 | Personalized customer service processing method and processing device |
| CN111917804A (en) * | 2018-07-13 | 2020-11-10 | 阿里巴巴集团控股有限公司 | Service channel recommendation method, system and equipment |
| CN111917804B (en) * | 2018-07-13 | 2022-11-15 | 阿里巴巴集团控股有限公司 | Service channel recommendation method, system and equipment |
| CN111353092A (en) * | 2018-12-24 | 2020-06-30 | 北京嘀嘀无限科技发展有限公司 | Service pushing method, device, server and readable storage medium |
| CN111353092B (en) * | 2018-12-24 | 2023-08-25 | 北京嘀嘀无限科技发展有限公司 | Service pushing method, device, server and readable storage medium |
| CN109993649A (en) * | 2019-03-13 | 2019-07-09 | 王亚萍 | A kind of pilot-operated type consultancy relating to payment of tax method for pushing |
| CN109993507A (en) * | 2019-04-17 | 2019-07-09 | 王亚萍 | A kind of pilot-operated type service system of paying taxes |
| CN110233945A (en) * | 2019-06-03 | 2019-09-13 | 中国工商银行股份有限公司 | Manual service request processing method and device based on internet audio and video technology |
| CN111212191B (en) * | 2019-12-05 | 2021-03-30 | 商客通尚景科技（上海）股份有限公司 | Customer incoming call seat distribution method |
| CN111212191A (en) * | 2019-12-05 | 2020-05-29 | 商客通尚景科技（上海）股份有限公司 | Customer incoming call seat distribution method |
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