CN107451274B - Method, device and equipment for pushing auxiliary customer service information and storage medium - Google Patents
Method, device and equipment for pushing auxiliary customer service information and storage medium Download PDFInfo
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Abstract
The embodiment of the invention discloses a method, a device, equipment and a storage medium for assisting in pushing customer service information. The method comprises the following steps: identifying a target customer service stage where a customer service worker is currently located; providing at least one demand card corresponding to the target customer service stage for customer service personnel to display; acquiring auxiliary user information corresponding to a target customer service stage; and inputting the auxiliary user information into the currently displayed demand card so as to enable the currently displayed demand card to correspondingly update the card display content. According to the technical scheme of the embodiment of the invention, for the customer service staff, the working efficiency can be greatly improved, and further the customer service staff can more quickly find the needs in mass information; for a customer service team, the starting speed and the learning cost of new customer service personnel are greatly reduced; for the client, due to the improvement of the customer service efficiency and the customer service capacity, the problem of the client can be responded and solved more quickly, and the customer satisfaction of the enterprise is increased.
Description
Technical Field
The embodiment of the invention relates to an information processing technology, in particular to a method, a device, equipment and a storage medium for assisting in pushing customer service information.
Background
Customer Service (Customer Service), referred to as Customer Service, mainly embodies a Customer-oriented view of value that integrates and manages all the elements of the Customer interface in a preset optimal cost, i.e., Service portfolio.
The customer service can be divided into manual customer service and electronic customer service, wherein the manual customer service can be divided into three types of character customer service, video customer service and voice customer service. The character customer service is customer service mainly in a typing chat mode; the video customer service means that the customer service is mainly carried out in a voice video mode; voice service refers to service that is performed primarily in the form of a mobile phone.
In the existing manual customer service work, in order to solve various kinds of consultation of clients, a large amount of information is often searched and switched, and the process occupies extremely long service time. Therefore, how to help customer service personnel quickly find needed contents in massive information in the customer service process so that customers can quickly respond and answer is the main research direction in the customer service field at present.
Disclosure of Invention
The embodiment of the invention provides a method, a device, equipment and a storage medium for assisting in pushing customer service information, so as to optimize the existing customer service technology and meet the ever-increasing personalized and convenient service requirements of customer service personnel and customers.
In a first aspect, an embodiment of the present invention provides a method for assisting in pushing customer service information, including:
identifying a target customer service stage where a customer service worker is currently located;
providing at least one demand card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the demand card is associated with the information input into the demand card;
acquiring auxiliary user information corresponding to the target customer service stage;
and inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
In a second aspect, an embodiment of the present invention further provides a device for assisting in pushing customer service information, where the device includes:
the customer service stage identification module is used for identifying a target customer service stage where customer service personnel are currently located;
the demand card providing module is used for providing at least one demand card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the demand card is related to the information input into the demand card;
the auxiliary user information acquisition module is used for acquiring auxiliary user information corresponding to the target customer service stage;
and the auxiliary user information input module is used for inputting the auxiliary user information into the currently displayed demand card so as to enable the currently displayed demand card to correspondingly update the card display content.
In a third aspect, an embodiment of the present invention further provides a computer device, including a memory, a processor, and a computer program stored on the memory and operable on the processor, where when the processor executes the computer program, the processor implements the method for pushing auxiliary customer service information according to any one of the embodiments of the present invention.
In a fourth aspect, the embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the method for pushing auxiliary customer service information according to any one of the embodiments of the present invention.
The embodiment of the invention provides a method, a device, equipment and a storage medium for assisting in pushing customer service information, wherein a corresponding demand card is dynamically provided for customer service personnel to display according to the current target customer service stage; meanwhile, through the technical means of dynamically updating the card display content in the currently displayed demand card through the acquired auxiliary user information corresponding to the target client service stage, the working efficiency of the customer service staff can be greatly improved, and further the customer service staff can more quickly find the demand in mass information; for a customer service team, the starting speed and the learning cost of new customer service personnel are greatly reduced; for the client, due to the improvement of the customer service efficiency and the customer service capacity, the problem of the client can be responded and solved more quickly, and the customer satisfaction of the enterprise is increased.
Drawings
Fig. 1 is a flowchart of a method for assisting in pushing customer service information according to a first embodiment of the present invention;
fig. 2 is a flowchart of a method for assisting in pushing customer service information according to a second embodiment of the present invention;
fig. 3 is a flowchart of a method for assisting in pushing customer service information according to a third embodiment of the present invention;
fig. 4 is a flowchart of a method for assisting in pushing customer service information according to a fourth embodiment of the present invention;
FIG. 5 is a diagram illustrating a specific application scenario in which embodiments of the present invention are applicable;
fig. 6 is a structural diagram of a push device for assisting customer service information according to a fifth embodiment of the present invention;
fig. 7 is a schematic structural diagram of a computer device in the sixth embodiment of the present invention.
Detailed Description
The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting of the invention. It should be further noted that, for the convenience of description, only some of the structures related to the present invention are shown in the drawings, not all of the structures.
It should be further noted that, for the convenience of description, only some but not all of the relevant aspects of the present invention are shown in the drawings. Before discussing exemplary embodiments in more detail, it should be noted that some exemplary embodiments are described as processes or methods depicted as flowcharts. Although a flowchart may describe the operations (or steps) as a sequential process, many of the operations can be performed in parallel, concurrently or simultaneously. In addition, the order of the operations may be re-arranged. The process may be terminated when its operations are completed, but may have additional steps not included in the figure. The processes may correspond to methods, functions, procedures, subroutines, and the like.
Example one
Fig. 1 is a flowchart of a method for pushing auxiliary customer service information according to an embodiment of the present invention, where the method is applicable to a situation where a customer service staff performs a customer service according to a demand card and a card display content (the demand card and the card display content are dynamically updated according to different customer service stages and different service users), and the method may be executed by a device for pushing auxiliary customer service information according to an embodiment of the present invention, where the device may be implemented in a software and/or hardware manner, and may be generally integrated in a terminal device used by the customer service staff, such as a PC or a tablet computer. As shown in fig. 1, the method of this embodiment specifically includes:
and S110, identifying the current target customer service stage of the customer service staff.
The inventor finds out through research that a complete customer service process (starting with a customer service person making a communication connection (for example, answering a call) with a service user, ending with the customer service person breaking the communication connection with the service user and completing a customer service work order based on the communication process) can be specifically subdivided into different customer service stages from the perspective of the customer service person.
Typically, the customer service phase may include: a problem judging stage, a problem solving stage and a service ending stage.
The problem judging stage is specifically a stage in which after a customer service person establishes communication connection with a service user, the customer service person determines the problem that the service user actually needs to consult through communication (voice communication, video communication or character communication and the like) with the user;
the problem solving stage is particularly a stage in which after determining a problem to be consulted by a service user, a customer service person searches answers to the consulted problem in network resources and provides the answers to the service user so as to solve the problem to be consulted by the user;
the service ending stage is specifically a stage in which after determining that the service user has obtained the answer to the required consultation question, the customer service staff disconnects the communication connection with the service user and completes the corresponding customer service work order according to the content of the communication connection.
In an optional implementation manner of this embodiment, identifying the target customer service stage in which the customer service staff is currently located may include: and the customer service stage identification information generated by triggering of the customer service personnel identifies the current target customer service stage of the customer service personnel. For example: one or more customer service stage options are displayed in the terminal equipment used by the customer service staff, and after the customer service staff determines the current customer service stage, the corresponding customer service stage option is manually selected to trigger generation of corresponding customer service stage identification information.
In another optional implementation manner of this embodiment, identifying the current target customer service stage of the customer service staff may further include: and after detecting that the customer service staff starts customer service, identifying a target customer service stage where the customer service staff is currently located according to service duration.
Generally, different customer service stages have different time tendencies, the time consumed by a plurality of customer service personnel in different customer service stages can be collected, the average time consumed in different customer service stages is counted, and then the current target customer service stage where the customer service personnel are located can be identified according to the current service duration of the customer service personnel.
In a specific example, if statistics shows that the average time spent in the problem judging stage is 1 minute and the average time spent in the problem solving stage is 3 minutes, when the current service duration of the customer service staff is [0, 1] minute, it may be determined that the target customer service stage where the customer service staff is currently located is the problem judging stage; the method comprises the steps of determining that a target customer service stage where a customer service staff is currently located is a problem solving stage when the current service duration of the customer service staff is (1, 4) minutes, and determining that the target customer service stage where the customer service staff is currently located is an end service stage when the current service duration of the customer service staff is more than 4 minutes.
In another optional implementation manner of this embodiment, identifying the current target customer service stage of the customer service staff may further include: and identifying the current target customer service stage of the customer service staff according to the standard language segment input by the customer service staff.
Generally, the trained customer service personnel can correspondingly input different standard language segments in different customer service stages, such as: at the beginning of the problem determination phase, the customer service staff will first enter: a standard speech segment of 'you are good, ask what question needs to be consulted'; at the beginning of the problem-solving phase, the customer service personnel will first enter: "you good, now confirm that the question you are consulting is a standard passage of XXX"; at the beginning of the end service phase, the customer personnel would first enter: the standard speech segment of 'thank you for calling after the customer service is finished'. Therefore, by identifying the standard language segment input by the customer service staff, the current target customer service stage of the customer service staff can be further identified.
And S120, providing at least one requirement card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the requirement card is related to the information input into the requirement card.
In an optional implementation manner of this embodiment, at least one type of requirement card may be constructed in advance, and a correspondence between a customer service phase and the requirement card may be established;
the requirement card comprises: the information input interface and the information inquiry interface point to the information base matched with the type of the requirement card;
after the demand card receives the target information through the information input interface, the target information is transmitted to a matched information base through the information query interface to perform information query, and a query result returned by the matched information base is used as card display content to be displayed in the demand card.
Wherein the types of the requirement cards may include: a user history chatting record card, a user history service record card, a user basic information card, a user history behavior card, a user history order card, a knowledge base card, a business processing card or a work order card;
in a specific example, when constructing a user history chat recording card, first associating the user history chat recording card with a history chat information base storing history chat records of different users, establishing an information query interface pointing to the history chat information base in the user history chat recording card, and simultaneously establishing an information input interface in the user history chat recording card, wherein a user of the information input interface acquires a user identity, and when the user history chat recording card provides the user identity to the history chat information base for querying, the user history chat recording card correspondingly displays a user history chat record corresponding to the user identity in the user history chat recording card.
Optionally, in a problem judgment stage, the customer service needs information to help the customer service to judge what problem the service user encounters, so that a corresponding relationship between the problem judgment stage and one or more of a user history chat record card, a user history service record card, a user basic information card, a user history behavior card and a user history order card can be established; in the problem solving stage, information such as historical communication records of the user is not needed any more, and at the moment, answers of the problems which the user needs to consult are acquired more importantly, so that the corresponding relation between the problem solving stage and the knowledge base card or the business processing card can be established; in the service ending stage, the customer service staff needs to record the service, so that the corresponding relation between the service ending stage and the work order card can be established.
In this embodiment, providing at least one requirement card corresponding to the target customer service phase to the customer service staff for displaying may include: the at least one demand card is flatly paved in terminal equipment of the customer service staff in a small window display mode to be displayed; or according to a set display sequence, displaying in a superposition mode (completely covering and superposing (in an opaque or semitransparent mode), and partially covering and superposing (in an opaque or semitransparent mode)) in the terminal equipment of the customer service staff;
for example, a user basic information card may be displayed first, a user history chat recording card is overlaid on the user basic information card for displaying after a set time period (e.g., 5s), a user history service recording card is overlaid on the user history chat recording card for displaying after the set time period, and so on.
And S130, acquiring auxiliary user information corresponding to the service stage of the target client.
In this embodiment, the inventor further thinks that if only the requirement card corresponding to the customer service phase is provided to the customer service staff, the customer service staff still needs to manually input the query content into the requirement card to obtain the required card display content, which also consumes a certain customer service time.
Based on this, the inventor creatively proposes that the auxiliary user information acquired by the system in the client service stage is automatically input into the currently displayed requirement card, so as to reduce the time consumption caused by the manual input of the query content by the user.
Different types of auxiliary user information can be correspondingly acquired in different customer service stages. For example, in the stage of determining the problem, the auxiliary user information may include identification information of the user, and in the stage of solving the problem, the auxiliary user information may include a keyword and the like input by the user in real time, which is not limited in this embodiment.
And S140, inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
The embodiment of the invention provides a method for pushing auxiliary customer service information, which dynamically provides a corresponding demand card for customer service personnel for display according to the current target customer service stage; meanwhile, through the technical means of dynamically updating the card display content in the currently displayed demand card through the acquired auxiliary user information corresponding to the target client service stage, the working efficiency of the customer service staff can be greatly improved, and further the customer service staff can more quickly find the demand in mass information; for a customer service team, the starting speed and the learning cost of new customer service personnel are greatly reduced; for the client, due to the improvement of the customer service efficiency and the customer service capacity, the problem of the client can be responded and solved more quickly, and the customer satisfaction of the enterprise is increased.
On the basis of the foregoing embodiments, after providing at least one requirement card corresponding to the target customer service phase to the customer service staff for display, the method may further include:
detecting the switching operation of the customer service staff on the currently displayed demand card, and storing the corresponding relation between the switching record and the target customer service stage;
the method further comprises the following steps: and updating the corresponding relation between the customer service stage and the requirement card according to the corresponding relation between the switching record stored in the set time period and the customer service stage.
The reason for this is: the automatically provided demand card is preset and may not completely hit the demand card required by the customer service personnel in the customer service stage. Therefore, the requirement cards which can really meet the actual requirements of the customer service staff can be automatically learned and determined according to the switching operation of the plurality of customer service staff on the currently displayed requirement cards in different customer service stages, so that the working efficiency of the customer service staff is further improved.
Example two
Fig. 2 is a flowchart of a method for pushing auxiliary customer service information according to a second embodiment of the present invention, which is embodied on the basis of the second embodiment, in this embodiment, the target customer service stage is specifically a problem judgment stage, and at the same time, auxiliary user information corresponding to the target customer service stage is acquired, specifically: and if the target customer service stage is determined to be a problem judgment stage, acquiring the identity identification information of the service user as the auxiliary user information.
Correspondingly, the method of the embodiment may include:
s210, at least one type of requirement card is constructed in advance, and a corresponding relation between the problem judging stage and the requirement card is established.
In this embodiment, the problem determination stage is taken as an example for detailed description. By way of example and not limitation, establishing correspondence between the problem determination phase and the requirement card may include:
and establishing a corresponding relation between the problem judging stage and a user history chatting record card, a user history service record card, a user basic information card, a user history behavior card and a user history order card.
The user history chatting record card is used for displaying the history chatting records which are input by the user in the customer service platform; the historical service record card is used for displaying the service record which is provided by the customer service platform for the user (for example, the service record can be determined by collecting the historical work order in the customer service platform); the user basic information card is used for displaying some personal basic information (such as age, sex or occupation, and the like) of a user, the user historical behavior card is used for displaying historical behavior information which is input by the user aiming at the current client service (for example, after a telephone consultation customer service is selected, the consultation content is selected as 'air ticket consultation', the 'air ticket consultation' is the historical behavior information), or the historical record of browsing behavior or operation behavior of the service user in a service platform corresponding to the service platform, and the user historical order card is used for displaying information of orders which are completed by the user in the service platform corresponding to the service platform (for example, orders successfully ordered in the 'ticket booking platform' corresponding to the 'ticket service platform').
And S220, identifying the current target customer service stage of the customer service staff as a problem judgment stage.
As described above, the current target customer service stage of the customer service staff can be identified as the problem judgment stage according to the modes of the customer service staff active selection, the current service duration, the standard language segment input by the customer service staff, and the like.
And S230, providing at least one requirement card corresponding to the problem judging stage for the customer service staff to display, wherein the card display content in the requirement card is related to the information input into the requirement card.
Typically, at least one requirement card corresponding to the problem judging stage can be provided to the customer service staff for display through a small window tiling mode.
For example: the method comprises the steps that 5 demand cards need to be displayed in a current active window, the current active window can be equally divided into an upper sub-window and a lower sub-window, 2 demand cards are displayed in the upper sub-window in a tiled mode, and 3 demand cards are displayed in the lower sub-window in a tiled mode. Of course, it can be understood that the requirement card may also be displayed in other layout manners, which is not limited in this embodiment.
S240, detecting the switching operation of the customer service staff to the currently displayed demand card, and storing the corresponding relation between the switching record and the problem judging stage.
In this embodiment, the switching operation of the customer service staff on the currently displayed demand card may include: the customer service staff opens the switching operation of one or more new requirement cards on the basis of the currently displayed requirement cards, and/or closes the currently displayed one or more requirement cards, opens the switching operation of one or more new requirement cards, and the like.
Correspondingly, the stored correspondence between the handover record and the problem judgment stage may include: and in the problem judging stage, a 'XX 1' requirement card is newly added, or in the problem judging stage, the 'XX 2' requirement card is closed, and the 'XX 3' requirement card is opened.
And S250, acquiring the identity information of the service user as the auxiliary user information.
Wherein the identification information comprises: a phone number of the user, and/or a login account number of the user on the customer service platform.
And S260, inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
In this embodiment, by inputting the identification information capable of uniquely identifying the user identity into the requirement card, the information of the user, such as the historical chat record, the historical service record, the basic information, the historical behavior, and the historical order, can be further obtained.
After the customer service personnel acquire the information, the customer service personnel can help the customer service personnel to quickly determine the problem of the consultation required by the customer service of the user.
And S270, updating the corresponding relation between the problem judging stage and the requirement card according to the corresponding relation between the switching records stored in the set time period and the problem judging stage.
According to the technical scheme of the embodiment of the invention, through establishing the corresponding relation between the problem judging stage and one or more requirement cards for describing the historical information of the user, after the problem judging stage is identified, the corresponding requirement cards are dynamically displayed, and then the display content in the currently displayed requirement cards is dynamically updated according to the identity identification information of the service user, so that the technical means can assist customer service staff to quickly determine the problem to be consulted by the user, improve the working efficiency of the customer service staff, greatly improve the service experience of the user and improve the satisfaction degree of the user.
EXAMPLE III
Fig. 3 is a flowchart of a method for pushing auxiliary customer service information according to a third embodiment of the present invention, which is embodied based on the above-described embodiments, in which the target customer service phase is specifically a problem solving phase, and the auxiliary user information corresponding to the target customer service phase is acquired, specifically: if the target customer service stage is determined to be a problem solving stage, performing keyword identification in interactive contents input by a service user, and acquiring an identified target keyword as the auxiliary user information;
meanwhile, after acquiring the auxiliary user information corresponding to the target customer service phase, the method further includes: determining a current target service scene according to the identified target keywords; and updating the currently displayed demand cards according to the target service scene, wherein the service scene corresponds to at least one demand card. Correspondingly, the method of the embodiment specifically includes:
s310, at least one type of requirement card is constructed in advance, and a corresponding relation between the problem solving stage and the requirement card is established.
In the present embodiment, the problem solving stage is taken as an example for detailed description. By way of example and not limitation, establishing a correspondence between issue resolution phases and requirement cards may include: and establishing a corresponding relation between the problem solving stage and the knowledge base card and the business processing card.
The knowledge base card is used for displaying a network search result of input query information, for example: if customer service personnel input 'periodical financing', the knowledge base card searches and displays professional knowledge related to 'periodical financing' in the network; and the service processing card is used for displaying the service processing content of the service platform associated with the customer service platform. For example: if the user hopes that the customer service staff assists in carrying out services such as ticket change or unsubscription, a ticket change processing interface or a ticket unsubscription processing interface and the like are displayed in the service processing card, so that corresponding service processing operation can be conveniently and quickly carried out.
And S320, identifying the current target customer service stage of the customer service staff as a problem solving stage.
S330, providing at least one requirement card corresponding to the problem solving stage for the customer service staff to display, wherein the card display content in the requirement card is related to the information input into the requirement card.
S340, detecting the switching operation of the customer service staff to the currently displayed demand card, and storing the corresponding relation between the switching record and the problem solving stage.
S350, performing keyword recognition in the interactive content input by the service user, and acquiring the recognized target keyword as the auxiliary user information.
In an optional implementation manner of this embodiment, performing keyword recognition in the interactive content input by the service user, and acquiring the recognized target keyword as the auxiliary user information may include:
and matching the interactive content input by the user with a pre-stored keyword library, and taking the successfully matched keywords as the target keywords.
The interactive content may be text content input by a user, or text content obtained by converting voice input by the user through a voice-to-text technology.
Typically, a keyword library may be established in advance according to the type of customer service. For example, if the customer service type is a customer service of an airline ticket ordering platform, the keywords included in the keyword library may be: change label, special price, round trip, southern airline, …, after identifying the keyword stored in the user input keyword library, the keyword can be directly used as the auxiliary user information.
In an optional implementation manner of this embodiment, performing keyword recognition in the interactive content input by the service user, and acquiring the recognized target keyword as the auxiliary user information may include: and carrying out sentence breaking on interactive contents input by a user, carrying out syntactic analysis on a sentence breaking result, and taking an object in a sentence as the target keyword.
The inventor finds through research that the content that a service user really needs to consult is often located in the object part of a sentence, for example: "i want to change ticket" or "i want to buy financial products", etc., and thus, the object content in the interactive content input by the user can be directly used as the auxiliary user information.
And S360, determining the current target service scene according to the identified target keywords.
In this embodiment, in order to enable the demand card provided to the customer service staff to better meet the actual needs of the customer staff, the currently displayed demand card may be further updated according to the current target service scene.
Optionally, the application scenario may include: business consultation, business handling, etc., wherein different service scenarios may be determined for different types of customer service.
And S370, updating the currently displayed demand cards according to the target service scene, wherein the service scene corresponds to at least one demand card.
And S380, detecting the switching operation of the customer service staff to the currently displayed demand card, and storing the corresponding relation between the switching record and the current target service scene.
And S390, inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
And S3100, updating the corresponding relation between the service scene and the demand card according to the corresponding relation between the switching record stored in the set time period and the service scene.
S3110, updating the corresponding relation between the problem solving stage and the requirement card according to the corresponding relation between the switching records stored in the set time period and the problem solving stage.
According to the technical scheme of the embodiment of the invention, through establishing the corresponding relation between the problem solving stage and one or more requirement cards which can be used for solving the user consultation problem, after the problem solving stage is identified, the corresponding requirement cards are dynamically displayed, and then the displayed content in the currently displayed requirement cards is dynamically updated according to the target keyword in the interactive information input by the service user, so that the problem of the user can be rapidly solved by customer service staff, the working efficiency of the customer service staff is improved, the service experience of the user can be greatly improved, and the satisfaction degree of the user is improved.
On the basis of the above embodiments, after the auxiliary user information is input into the currently displayed requirement card, the method may further include: storing search contents input by the customer service staff in a currently displayed requirement card in a problem solving stage;
correspondingly, the method may further include: and updating the keyword library according to the search content stored in the set time period.
Example four
Fig. 4 is a flowchart of a method for pushing auxiliary customer service information according to a fourth embodiment of the present invention, which is embodied on the basis of the foregoing embodiment, in this embodiment, the target customer service phase is specifically an end service phase, and at the same time, auxiliary user information corresponding to the target customer service phase is acquired, specifically: if the target customer service stage is determined to be the service end stage, key service information in the current customer service process is acquired as the auxiliary user information, and correspondingly, the method of the embodiment specifically includes:
s410, at least one type of requirement card is constructed in advance, and the corresponding relation between the service ending stage and the requirement card is established.
In this embodiment, the session ending phase is taken as an example for detailed description. By way of example and not limitation, establishing a correspondence between the ending session phase and the requirement card may include: and establishing a corresponding relation between the session ending stage and the work order card.
And S420, identifying the current target customer service stage of the customer service staff as an end service stage.
And S430, providing at least one requirement card corresponding to the service ending stage for the customer service staff to display, wherein the card display content in the requirement card is associated with the information input into the requirement card.
S440, detecting the switching operation of the customer service staff to the currently displayed demand card, and storing the corresponding relation between the switching record and the service ending stage.
S450, obtaining key service information in the customer service process as the auxiliary user information.
In this embodiment, it is considered that the completion of the filling of the work order corresponding to the current customer service is completed when the customer service staff mainly works in the session ending stage. Therefore, the key service information may be key information that needs to be filled in a work order.
Thus, the key service information may include: service duration, identity information of the service user, service type or consultation keywords and the like.
And S460, inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
Correspondingly, the information can be correspondingly filled in the currently displayed requirement card according to the type of the acquired auxiliary user information. Furthermore, different service types generally correspond to different work order card templates, and then the currently displayed work order card template in the demand card can be correspondingly updated according to the obtained service types.
And S470, updating the corresponding relation between the service ending stage and the requirement card according to the corresponding relation between the switching record stored in the set time period and the service ending stage.
According to the technical scheme of the embodiment of the invention, the corresponding relation between the session ending stage and the work order card is established, after the session ending stage is identified, the corresponding work order card is dynamically displayed, and then the displayed content in the currently displayed work order card is dynamically updated according to the key service information in the current customer service process.
Application specific scenarios
Fig. 5 is a schematic diagram illustrating a specific application scenario to which the embodiment of the present invention is applicable. As shown in fig. 5, a complete customer service process includes: three processes of judging user problems, solving user problems and recording/upgrading/closing.
Wherein, the recording/upgrading/closing commonly comprises: the three processes of work order recording, system upgrading and session closing are focused only on the work order recording process in the application scene.
In the application scene, various information required in customer service work is modularized (namely, presented in the form of a demand card), dynamic card recommendation (modules A, B and …) and dynamic information recommendation (A-1, B-2 and …) are realized according to different stages of a customer service process, and learning and feedback can be performed based on manual operation.
Dynamic card recommendation: different business processes in a service typically differ based on the business process.
Typically: 1) in the stage of judging the user problems, customer service personnel need information to help the customer service personnel to judge what problems the user encounters, and at the moment, associated cards such as the chat history of the user, historical service information, basic information of the user, product information (order information generated by the user on an associated service platform), historical behavior information and the like can be recommended; 2) in the stage of solving the user problem, the information such as historical communication records of the user is not needed any more, and more importantly, the card is associated with network resource information, user service data and the like; 3) when the service is about to be completed, customer service personnel need to record the service, and the work order card is the most needed at the moment; therefore, dynamic card recommendation can enable customer service staff to obtain corresponding cards at any time when needed to serve users.
And (3) dynamic information recommendation: in the process of serving the customer, the service user inputs keywords based on the communication between the customer service staff and the service user, and the information possibly required by the customer service staff can be pre-judged, so that the dynamic change of the information in the card can be realized. For example, if the service user mentions the keyword "periodic financing", the card associated with the historical service information can be immediately associated with the work order that the user has consulted financing in the past, and the knowledge base card will be associated with the knowledge related to periodic financing, so that the customer service personnel can better solve the problem of the service user.
Machine learning and feedback: in addition to dynamic recommendation, the customer service personnel can operate in a traditional mode to select the card or input search information into the card, the card switching operation and the search behavior of the customer service personnel are recorded by the system, and the system can recommend the card more suitable for the customer service personnel to need and more accurately determine the information input into the card when the customer service personnel encounters similar scenes in the future through the operation of machine learning customer service personnel.
In order to better understand the application scenario, a specific user purchases an airline ticket/orders a hotel product and then uses the customer service platform to perform a problem consultation for example, but it can be understood that the application scenario is applicable to the customer service platform associated with all business platforms for online commodity purchase (e.g., various electronic commerce, online purchase of financing/insurance, etc.).
1. The user browses air tickets in an APP (Application) of a certain service platform, browses a hotel, or selects behaviors such as 'hotel consultation' when calling a customer service telephone, and the information can be provided for customer service personnel in a user historical behavior card.
2. If the user has completed the purchase, the actual order is formed in the business platform, for example: purchased airline ticket information, ordered hotel information, etc., which may be provided to the customer service personnel in the user's historical order cards.
3. In the customer service consultation scene, a service user can consult before placing an order and consult after placing the order, wherein the former mainly needs to use a user historical behavior card, and the latter needs to use the user historical behavior card and the user historical order card at the same time.
To take a relatively complex case:
one user reserves an air ticket and a hotel at a certain place, and the order information comprises two orders of the air ticket and the hotel. At the moment, the user wants to change the ticket, and selects 'ticket consultation' when dialing the customer service call. The change of the information on the customer service platform after the customer service personnel receive the call is as follows: firstly, a user historical behavior card dynamically appears, so that customer service personnel can pre-judge the relevant problems of the user about consulting the air ticket; the order information card then appears so that the customer service knows the ticket information that the user has subscribed to. Based on this, the customer service can directly confirm with the service user: "ask you if you want to consult a flight ticket order for x month x day? "
The value of the process not only improves the working efficiency of customer service, but also can greatly improve the service experience of the user and improve the satisfaction degree of the user.
EXAMPLE five
Fig. 6 is a schematic structural diagram of a push device for assisting customer service information according to a fifth embodiment of the present invention. As shown in fig. 6, the apparatus includes: a customer service phase identification module 610, a requirement card providing module 620, an auxiliary user information obtaining module 630 and an auxiliary user information input module 640, wherein:
a customer service stage identification module 610, configured to identify a target customer service stage where a customer service worker is currently located;
a requirement card providing module 620, configured to provide at least one requirement card corresponding to the target customer service phase to the customer service staff for display, where card display content in the requirement card is associated with information input into the requirement card;
an auxiliary user information obtaining module 630, configured to obtain auxiliary user information corresponding to the target customer service stage;
the auxiliary user information input module 640 is configured to input the auxiliary user information into a currently displayed requirement card, so that the currently displayed requirement card correspondingly updates card display content.
The embodiment of the invention provides a pushing device for assisting customer service information, which dynamically provides a corresponding demand card for customer service personnel to display according to the current target customer service stage; meanwhile, through the technical means of dynamically updating the card display content in the currently displayed demand card through the acquired auxiliary user information corresponding to the target client service stage, the working efficiency of the customer service staff can be greatly improved, and further the customer service staff can more quickly find the demand in mass information; for a customer service team, the starting speed and the learning cost of new customer service personnel are greatly reduced; for the client, due to the improvement of the customer service efficiency and the customer service capacity, the problem of the client can be responded and solved more quickly, and the customer satisfaction of the enterprise is increased.
On the basis of the above embodiments, the apparatus further includes:
the demand card construction module is used for constructing at least one type of demand card in advance before the target customer service stage where customer service personnel are currently located is identified, and establishing a corresponding relation between the customer service stage and the demand card;
the requirement card comprises: the information input interface and the information inquiry interface point to the information base matched with the type of the requirement card;
after the demand card receives the target information through the information input interface, the target information is transmitted to a matched information base through the information query interface to perform information query, and a query result returned by the matched information base is used as card display content to be displayed in the demand card.
On the basis of the above embodiments, the types of the requirement cards include: a user history chatting record card, a user history service record card, a user basic information card, a user history behavior card, a user history order card, a knowledge base card, a business processing card or a work order card;
the customer service phase comprises: a problem judging stage, a problem solving stage or a service ending stage.
On the basis of the foregoing embodiments, the customer service phase identification module may be specifically configured to:
after detecting that the customer service staff starts customer service, identifying a target customer service stage where the customer service staff is currently located according to service duration; and/or
And identifying the current target customer service stage of the customer service staff according to the standard language segment input by the customer service staff.
On the basis of the foregoing embodiments, the auxiliary user information obtaining module may be specifically configured to:
if the target customer service stage is determined to be a problem judgment stage, acquiring identity identification information of a service user as the auxiliary user information;
wherein the identification information comprises: a phone number of the user, and/or a login account number of the user on the customer service platform.
On the basis of the foregoing embodiments, the auxiliary user information obtaining module may specifically include:
and the keyword identification unit is used for carrying out keyword identification in interactive contents input by a service user and acquiring the identified target keyword as the auxiliary user information if the target client service stage is determined to be the problem solving stage.
On the basis of the above embodiments, the method may further include: a demand card update module for:
after auxiliary user information corresponding to the target customer service stage is obtained, determining a current target service scene according to the identified target key words;
and updating the currently displayed demand cards according to the target service scene, wherein the service scene corresponds to at least one demand card.
On the basis of the foregoing embodiments, the keyword recognition unit may be specifically configured to:
matching interactive contents input by a user with a pre-stored keyword library, and taking successfully matched keywords as the target keywords; and/or
And carrying out sentence breaking on interactive contents input by a user, carrying out syntactic analysis on a sentence breaking result, and taking an object in a sentence as the target keyword.
On the basis of the above embodiments, the method may further include: the first switching record storage module is used for detecting the switching operation of the customer service personnel on the currently displayed demand card after at least one demand card corresponding to the target customer service stage is provided for the customer service personnel to be displayed, and storing the corresponding relation between the switching record and the target customer service stage;
the apparatus may further include: and the first corresponding relation updating module is used for updating the corresponding relation between the customer service stage and the requirement card according to the corresponding relation between the switching record stored in the set time period and the customer service stage.
On the basis of the above embodiments, the method may further include: the second switching record storage module is used for detecting the switching operation of the currently displayed demand card by the customer service staff in a problem solving stage after updating the currently displayed demand card according to the target service scene, and storing the corresponding relation between the switching record and the current target service scene;
the apparatus may further include: and the second corresponding relation updating module is used for updating the corresponding relation between the service scene and the demand card according to the corresponding relation between the switching record stored in the set time period and the service scene.
On the basis of the above embodiments, the method may further include: the third switching record storage module is used for storing the search content input in the currently displayed requirement card by the customer service staff in the problem solving stage after the auxiliary user information is input into the currently displayed requirement card;
the apparatus may further include: and the third corresponding relation updating module is used for updating the keyword library according to the search content stored in the set time period.
The auxiliary customer service information pushing device can execute the auxiliary customer service information pushing method provided by any embodiment of the invention, and has the corresponding functional module and beneficial effect of the executed auxiliary customer service information pushing method.
EXAMPLE six
Fig. 7 is a schematic structural diagram of a computer device according to a sixth embodiment of the present invention. FIG. 7 illustrates a block diagram of an exemplary computer device 12 suitable for use in implementing embodiments of the present invention. The computer device 12 shown in fig. 7 is only an example and should not bring any limitations to the functionality or scope of use of the embodiments of the present invention.
As shown in FIG. 7, computer device 12 is in the form of a general purpose computing device. The components of computer device 12 may include, but are not limited to: one or more processors or processing units 16, a system memory 28, and a bus 18 that couples various system components including the system memory 28 and the processing unit 16.
The system memory 28 may include computer system readable media in the form of volatile memory, such as Random Access Memory (RAM)30 and/or cache memory 32. Computer device 12 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 34 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 7, and commonly referred to as a "hard drive"). Although not shown in FIG. 7, a magnetic disk drive for reading from and writing to a removable, nonvolatile magnetic disk (e.g., a "floppy disk") and an optical disk drive for reading from or writing to a removable, nonvolatile optical disk (e.g., a CD-ROM, DVD-ROM, or other optical media) may be provided. In these cases, each drive may be connected to bus 18 by one or more data media interfaces. Memory 28 may include at least one program product having a set (e.g., at least one) of program modules that are configured to carry out the functions of embodiments of the invention.
A program/utility 40 having a set (at least one) of program modules 42 may be stored, for example, in memory 28, such program modules 42 including, but not limited to, an operating system, one or more application programs, other program modules, and program data, each of which examples or some combination thereof may comprise an implementation of a network environment. Program modules 42 generally carry out the functions and/or methodologies of the described embodiments of the invention.
The processing unit 16 executes various functional applications and data processing by running the program stored in the system memory 28, for example, implementing a method for pushing auxiliary customer service information provided by the embodiment of the present invention.
That is, the processing unit implements, when executing the program: identifying a target customer service stage where a customer service worker is currently located; providing at least one demand card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the demand card is associated with the information input into the demand card; acquiring auxiliary user information corresponding to the target customer service stage; and inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
EXAMPLE seven
The seventh embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the method for pushing auxiliary customer service information, as provided in all embodiments of the present invention:
that is, the program when executed by the processor implements: identifying a target customer service stage where a customer service worker is currently located; providing at least one demand card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the demand card is associated with the information input into the demand card; acquiring auxiliary user information corresponding to the target customer service stage; and inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
Any combination of one or more computer-readable media may be employed. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Computer program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present invention and the technical principles employed. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, although the present invention has been described in greater detail by the above embodiments, the present invention is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present invention, and the scope of the present invention is determined by the scope of the appended claims.
Claims (14)
1. A method for pushing auxiliary customer service information is characterized by comprising the following steps:
identifying a target customer service stage where a customer service worker is currently located;
providing at least one demand card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the demand card is associated with the information input into the demand card;
acquiring auxiliary user information corresponding to the target customer service stage;
and inputting the auxiliary user information into the currently displayed requirement card so as to enable the currently displayed requirement card to correspondingly update the card display content.
2. The method of claim 1, further comprising, prior to identifying the target customer service phase in which the customer service person is currently located:
at least one type of requirement card is constructed in advance, and the corresponding relation between a customer service stage and the requirement card is established;
the requirement card comprises: the information input interface and the information inquiry interface point to the information base matched with the type of the requirement card;
after the demand card receives the target information through the information input interface, the target information is transmitted to a matched information base through the information query interface to perform information query, and a query result returned by the matched information base is used as card display content to be displayed in the demand card.
3. The method according to claim 1 or 2, characterized in that:
the types of the requirement card include: a user history chatting record card, a user history service record card, a user basic information card, a user history behavior card, a user history order card, a knowledge base card, a business processing card or a work order card;
the customer service phase comprises: a problem judging stage, a problem solving stage or a service ending stage.
4. The method of claim 1, wherein identifying the target customer service phase in which the customer service person is currently located comprises:
after detecting that the customer service staff starts customer service, identifying a target customer service stage where the customer service staff is currently located according to service duration; and/or
And identifying the current target customer service stage of the customer service staff according to the standard language segment input by the customer service staff.
5. The method of claim 3, wherein obtaining auxiliary user information corresponding to the target customer service phase comprises:
if the target customer service stage is determined to be a problem judgment stage, acquiring identity identification information of a service user as the auxiliary user information;
wherein the identification information comprises: a phone number of the user, and/or a login account number of the user on the customer service platform.
6. The method of claim 3, wherein obtaining auxiliary user information corresponding to the target customer service phase comprises:
and if the target client service stage is determined to be the problem solving stage, performing keyword recognition in interactive contents input by a service user, and acquiring the recognized target keywords as the auxiliary user information.
7. The method of claim 6, after obtaining the auxiliary user information corresponding to the target customer service phase, further comprising:
determining a current target service scene according to the identified target keywords;
and updating the currently displayed demand cards according to the target service scene, wherein the service scene corresponds to at least one demand card.
8. The method according to claim 6 or 7, wherein performing keyword recognition in the interactive content inputted by the service user and acquiring the recognized target keyword as the auxiliary user information comprises:
matching interactive contents input by a user with a pre-stored keyword library, and taking successfully matched keywords as the target keywords; and/or
And carrying out sentence breaking on interactive contents input by a user, carrying out syntactic analysis on a sentence breaking result, and taking an object in a sentence as the target keyword.
9. The method of claim 2, further comprising, after providing at least one demand card corresponding to the target customer service phase to the customer service personnel for display:
detecting the switching operation of the customer service staff on the currently displayed demand card, and storing the corresponding relation between the switching record and the target customer service stage;
the method further comprises the following steps: and updating the corresponding relation between the customer service stage and the requirement card according to the corresponding relation between the switching record stored in the set time period and the customer service stage.
10. The method of claim 7, further comprising, after updating the currently displayed demand card according to the target service scenario:
detecting the switching operation of the customer service staff on the currently displayed demand card in the problem solving stage, and storing the corresponding relation between the switching record and the current target service scene;
the method further comprises the following steps: and updating the corresponding relation between the service scene and the demand card according to the corresponding relation between the switching record stored in the set time period and the service scene.
11. The method of claim 8, further comprising, after entering the auxiliary user information into the currently displayed demand card:
storing search contents input by the customer service staff in a currently displayed requirement card in a problem solving stage;
the method further comprises the following steps: and updating the keyword library according to the search content stored in the set time period.
12. The utility model provides a supplementary customer service information's pusher which characterized in that includes:
the customer service stage identification module is used for identifying a target customer service stage where customer service personnel are currently located;
the demand card providing module is used for providing at least one demand card corresponding to the target customer service stage for the customer service personnel to display, wherein the card display content in the demand card is related to the information input into the demand card;
the auxiliary user information acquisition module is used for acquiring auxiliary user information corresponding to the target customer service stage;
and the auxiliary user information input module is used for inputting the auxiliary user information into the currently displayed demand card so as to enable the currently displayed demand card to correspondingly update the card display content.
13. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor implements the method according to any of claims 1-11 when executing the program.
14. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the method according to any one of claims 1-11.
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| 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 |
| CN108764937A (en) * | 2018-05-02 | 2018-11-06 | 开源物联网（广州）有限公司 | It can iteration intelligent customer service system |
| CN109831591B (en) * | 2019-03-14 | 2021-04-20 | 优信拍（北京）信息科技有限公司 | Calling method, device and terminal of call center |
| CN110457578B (en) * | 2019-07-11 | 2023-07-18 | 创新先进技术有限公司 | Customer service demand identification method and device |
| CN110489195B (en) * | 2019-08-19 | 2022-07-19 | 中国工商银行股份有限公司 | Service processing method and device, electronic equipment and computer readable storage medium |
| CN112182185A (en) * | 2020-09-30 | 2021-01-05 | 深圳供电局有限公司 | Intelligent client auxiliary processing method and system for power supply field |
| CN112328760B (en) * | 2020-11-03 | 2024-01-30 | 中国联合网络通信集团有限公司 | Service providing method, device and system |
| CN113393217A (en) * | 2021-07-05 | 2021-09-14 | 携程旅游网络技术（上海）有限公司 | Method, system, electronic device and medium for providing support by customer service assistance panel |
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Address after: 401120 b7-7-2, Yuxing Plaza, No.5, Huangyang Road, Yubei District, Chongqing Patentee after: Chongqing duxiaoman Youyang Technology Co.,Ltd. Address before: 201815 room 3135, zone a, floor 3, building h, No. 55, Jiading District, Shanghai Patentee before: SHANGHAI YOUYANG NEW MEDIA INFORMATION TECHNOLOGY Co.,Ltd. |