CN107844562A - Intelligent counseling services method - Google Patents
Intelligent counseling services method Download PDFInfo
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- CN107844562A CN107844562A CN201711058468.6A CN201711058468A CN107844562A CN 107844562 A CN107844562 A CN 107844562A CN 201711058468 A CN201711058468 A CN 201711058468A CN 107844562 A CN107844562 A CN 107844562A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/9032—Query formulation
- G06F16/90332—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/90335—Query processing
- G06F16/90344—Query processing by using string matching techniques
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/953—Querying, e.g. by the use of web search engines
- G06F16/9535—Search customisation based on user profiles and personalisation
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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
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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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
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0282—Rating or review of business operators or products
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Abstract
The invention discloses intelligent counseling services method, including following content：Including following content：S1, the sound characteristic numerical value that Customer Service Center member is obtained by the sound characteristic extraction module in service end form service list；S2, service end, which receives client and sent by customer side, requires the request message of the page of browsing web sites, and judges whether the request message carries the identification information of website, is judged as NO, be transferred to S3 flows, be judged as YES, is transferred to S6 flows；S3, service end return to response message to customer side, and the identification information of website is carried in the response message；S4：Customer Service Center member in random Push Service list；S5：Service end returns to response message to customer side, and client carries out satisfaction evaluation in customer evaluation table to Customer Service Center member；S6：According to the satisfaction evaluation in customer evaluation table, the high Customer Service Center member of satisfaction in Push Service list.The Experience Degree of client is improved using the sensitivity of client is stimulated.
Description
Technical field
The invention belongs to computer networking technology and the technical field of human-computer interaction technology, more particularly to a kind of intelligent official communication
Ask method of servicing.
Background technology
Development and maturation with network, communication and computer technology, increasing enterprise show electronic, long-range
The characteristics of change, virtualization and networking.Communication between client and enterprise is also developed into based on net by aspectant exchange and conmmunication
The exchange and conmmunication of the long-distance intelligent equipment such as network and phone.Increasing large enterprise is carried by establishing call center for client
For service, the contact staff of call center answers the phone of client by service end.
Contact staff need daily processing client diversified demand for services (demand for services include pre-sales consulting, purchase,
After-sale service and lodge a complaint), during service, contact staff needs to make suitable return for the client of different moods
Answer, and then dredge the mood of client, still, because client can sometimes carry resentment, therefore, client is difficult sometimes to connect
Answered by contact staff, ultimately result in the reduction of customer experience degree.
The content of the invention
It is a kind of with the intelligent counseling services side for dredging customer anger and raising customer experience degree the invention is intended to provide
Method.
Intelligent counseling services method in this programme, including following content：
S1, the sound characteristic numerical value of Customer Service Center member is obtained by the sound characteristic extraction module in service end,
Each Customer Service Center member is matched with sound type set in advance according to the sound characteristic numerical value, and then formed
Service list；
S2, service end, which receives client and sent by customer side, requires the request message of the page of browsing web sites, judge it is described please
Ask whether message carries the identification information of website, be judged as NO, be transferred to S3 flows, be judged as YES, be transferred to S6 flows；
S3, service end return to response message to customer side, and the identification information of website, the mark are carried in the response message
Knowing information can be stored in customer side；
S4：Customer side shows site information, and the Customer Service Center member in random Push Service list, customer service
Center member establishes with client to talk with；
S5：When customer selecting terminates the dialogue with Customer Service Center member, customer side sends visitor from trend service end
The request message of family evaluation table, service end return to response message to customer side, and client is in customer evaluation table in customer service
The sound type of heart member carries out sound satisfaction evaluation and feeds back to service end, and service end preserves the customer evaluation table；
S6：Before server judges whether client has a preference for according to the sound satisfaction evaluation in the customer evaluation table of the client
The sound type of secondary Customer Service Center member, is judged as YES, and in Push Service list with the customer service talked with first
The sound type identical Customer Service Center member of heart member engages in the dialogue with client, is judged as NO, is transferred to S4 flows.
The principle of this programme is：For everyone, after having experienced a certain stimulation, evoke the fast of reaction
Slowly, power is different, that is to say, that sensitivity is different, and according to this point, the method for service that this programme is established is to fill
Divide and use everyone sensitivity to alternative sounds different, catch sensitivity of each client to some sound, stimulate each
Client's auditory nerve, the sensitivity are that the preference of certain sound is analyzed according to each client, are extracted using sound characteristic
Module is extracted the sound characteristic of all members of Customer Service Center, the sound characteristic value after extraction and sound type phase
Match somebody with somebody, and all members of Customer Service Center are classified according to sound type simultaneously, establish service list；
In this programme, service end return to client to customer side required for website and webpage when, and return simultaneously in message
The mark message of carrying is for judging whether the client is to send to require the client of webpage of browsing web sites first, visiting first in this way
Ask, it will the Customer Service Center member in random Push Service list talks with client, when customer selecting terminates to take with client
When business center member talks with, customer evaluation table is sent to client by service end, and client is according to the subjective feeling of itself to the client
The sound of service centre member carries out the evaluation of satisfaction, can determine whether the client has a preference for the sound, is judged as YES, treats next time
When client logs in the website and webpage again, it will push client's clothes of the sound automatically according to the satisfaction evaluation of customer evaluation table
The member at business center, is judged as NO, by the Customer Service Center member in random Push Service list again.
The beneficial effect of this programme is：This programme improves the Experience Degree of client, energy using the sensitivity of stimulation client
Allow client to be felt comfortably cool in the sound of preference, meet the psychological needs of client.
Further, the identification information in the S2 is digit strings.Each client is identified using numerical character, and
And digit strings can be stored in customer side by client after digit strings are received, the numerical character is to be used to judge
Whether client is to access first.
Further, the acoustic information of the dialogue in the S4 can be stored in the temporary storage cell of service end.Will dialogue
Acoustic information be stored in the temporary storage cell of service end, be to be left between client and Customer Service Center member
Voice messaging, the acoustic information can be transferred, according to the requirement of the acoustic information Depth Study client to sound.
Further, the acoustic information of the dialogue in the temporary storage cell in the S4 can be automatically cleared storage letter in real time
Module is ceased to remove.The effect of the module is can be removed automatically in interim storage list in periods such as 5s, 10s, the 20s being manually set
The telephone voice information of member, vacate the space of temporary storage cell.
Further, the customer evaluation table in the S5 includes very satisfied, satisfied, general satisfied and general.Client is commented
Valency table is more embodied, and the sound type of the preference of client can be directly judged according to the customer evaluation table.
Further, before the S1, member's acoustic information is logged in by all members of Customer Service Center by terminal
In service end.The sound characteristic numerical value of convenient extraction all members of Customer Service Center.
Brief description of the drawings
Fig. 1 is the flow chart of intellectuality counseling services method of the embodiment of the present invention.
Embodiment
Below by embodiment, the present invention is further detailed explanation：
Embodiment is substantially as shown in Figure 1：Intelligent counseling services method, this method are applied in consultative service system,
Consultative service system includes service end, terminal, input equipment and several customer sides, and input equipment is electrically connected terminal, and the input is set
It is standby to use keyboard, mouse, camera, scanner, light pen, writing input board, joystick and speech input device etc., the present invention
In input equipment not limited to this, input equipment inputs the information in the external world to terminal, because terminal is electrically connected service end, because
This, information is uploaded in service end by terminal again, and service end is electrically connected several customer sides, and customer side is Customer Service Center
The service end of all members.
In such a system, all member's sound of all Customer Service Centers are stored in service end by terminal typing
It is interior, sound characteristic extraction module is provided with service end, the sound characteristic extraction module is according to pitch, partials and audio frequency three elements
Carry out extracting sound characteristic numerical value, and tut character numerical value is grouped or cluster, for example, being c3, partials by pitch
It is 1308 corresponding soft sound for 4 and audio frequency, pitch e3, partials are 3 and audio frequency is 1570 corresponding fine and smooth sound,
Pitch is g3, partials are 4 and audio frequency is 1308 corresponding clear and melodious sound, and pitch #a3, partials are 4 and audio frequency is 1570 phases
The alternative sounds types such as the sound of corresponding gentle sound, while service list (being shown in Table 1) is formed, the service list owns customer service
The arrangement of the progress sound type of member, and indexed in service end.
The service list of table 1
The sound of all members of Customer Service Center is entered into service end, the intelligent consulting of Customer Service Center
The following content of method of servicing：
S1：Service end, which receives client and sent by customer side, requires the request message of the page of browsing web sites, judge it is described please
Ask whether message carries the identification information of website, be judged as NO, be transferred to S2 flows, be judged as YES, be transferred to S5 flows；
Above-mentioned identification information is the mark formulated for client, for judging whether client is to access first, the identification information
It is digit strings, digit strings can be stored in customer side, the numerical character by client after digit strings are received
It is to be used to judge whether client is to access first.
S2：Service end returns to response message to customer side, and the identification information of website, the mark are carried in the response message
Knowing information can be stored in customer side；
S3：Customer side shows site information, and the Customer Service Center member in random Push Service list, customer service
Center member establishes with client to talk with
Above-mentioned telephone voice information is stored in the temporary storage cell of service end, is provided with the temporary storage cell certainly
It is dynamic to remove storage information module, according to the demand of Customer Service Center, the automatic removing in temporary storage cell can be stored letter
The time of breath is arranged to the periods such as 5s, 10s, 20s.
S4：When customer selecting terminates the dialogue with Customer Service Center member, customer side sends visitor from trend service end
The request message of family evaluation table, service end return to response message to customer side, and client is in customer evaluation table in customer service
The sound type of heart member carries out sound satisfaction evaluation and feeds back to service end, and service end preserves the customer evaluation table；
Client is needed to be evaluated for the satisfaction of sound in above-mentioned customer evaluation table (being shown in Table 2), customer evaluation table
It is as follows：
The customer evaluation table of table 2
S5：Before server judges whether client has a preference for according to the sound satisfaction evaluation in the customer evaluation table of the client
The sound type of secondary Customer Service Center member, is judged as YES, and in Push Service list with the customer service talked with first
The sound type identical Customer Service Center member of heart member engages in the dialogue with client, is judged as NO, is transferred to S3 flows.
In order to allow everybody to be easier to understand this programme, following inventor illustrates：When Customer Service Center member pushes
Be consumer member A, customer to customer member A soft sound is judged, is such as judged as very satisfied, and client comes to visit again
During the website asked (identification information of the website can determine whether user for second), the customer service of soft sound can be pushed again
Center member and client engage in the dialogue, and improve the Experience Degree of client；As being judged as, it can determine whether the client to the consumer member
Sound it is not very satisfied, it will other Customer Service Centers member in random Push Service list again.
Experiment process
The test that 100 clients carry out the system is chosen, and carries out Customer Service Center twice and seeks advice from, randomly selects 4
The information of the customer evaluation table of client, and test data is as follows：
The test data of table 3
It can be seen from table 3, when client evaluates the Customer Service Center member of the sound type pushed at random first, do not have such as
There is selection very satisfied, then push the Customer Service Center member of other sound types again, the experience of client will be improved
Degree, can allow client to be felt comfortably cool in the sound of preference, meet the psychological needs of client.Above-described is only the reality of the present invention
Example is applied, the general knowledge such as known concrete structure and characteristic does not describe excessively herein in scheme.It should be pointed out that the skill for this area
For art personnel, without departing from the structure of the invention, several modifications and improvements can also be made, these should also be considered as
Protection scope of the present invention, these effects and practical applicability for implementing all without the influence present invention.This application claims guarantor
Shield scope should be defined by the content of its claim, and the record such as embodiment in specification can be used for explaining right
It is required that content.
Claims (6)
1. intelligent counseling services method, it is characterised in that including following content：
S1, the sound characteristic numerical value of Customer Service Center member is obtained by the sound characteristic extraction module in service end, according to
The sound characteristic numerical value is matched each Customer Service Center member with sound type set in advance, and then forms service
List；
S2, service end, which receives client and sent by customer side, requires the request message of the page of browsing web sites, and judges described to ask to disappear
Whether breath carries the identification information of website, is judged as NO, is transferred to S3 flows, is judged as YES, is transferred to S6 flows；
S3, service end return to response message to customer side, and the identification information of website, the mark letter are carried in the response message
Breath can be stored in customer side；
S4：Customer side shows site information, and the Customer Service Center member in random Push Service list, Customer Service Center
Member establishes with client to talk with；
S5：When customer selecting terminates the dialogue with Customer Service Center member, customer side sends client from trend service end and commented
The request message of valency table, service end to customer side return response message, client in customer evaluation table to Customer Service Center into
The sound type of member carries out sound satisfaction evaluation and feeds back to service end, and service end preserves the customer evaluation table；
S6：Server judges the previous visitor whether client have a preference for according to the sound satisfaction evaluation in the customer evaluation table of the client
The sound type of family service centre member, is judged as YES, and in Push Service list with the Customer Service Center that talks with first into
The sound type identical Customer Service Center member of member engages in the dialogue with client, is judged as NO, is transferred to S4 flows.
2. intelligent counseling services method according to claim 1, it is characterised in that：Identification information in the S2 is number
Word character string.
3. intelligent counseling services method according to claim 1, it is characterised in that：The sound letter of dialogue in the S4
Breath can be stored in the temporary storage cell of service end.
4. intelligent counseling services method according to claim 3, it is characterised in that：Temporary storage cell in the S4
The acoustic information of interior dialogue can be automatically cleared the removing of storage information module in real time.
5. intelligent counseling services method according to claim 1, it is characterised in that：In customer evaluation table in the S5
Opinion rating be divided into it is very satisfied, satisfied, general satisfied and general.
6. intelligent counseling services method according to claim 1, it is characterised in that：Before the S1, by customer service
Member's acoustic information is logged in service end by all members in center by terminal.
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| CN201711058468.6A CN107844562B (en) | 2017-11-01 | 2017-11-01 | Intelligent consultation service method |
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| CN201711058468.6A CN107844562B (en) | 2017-11-01 | 2017-11-01 | Intelligent consultation service method |
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| CN107844562A true CN107844562A (en) | 2018-03-27 |
| CN107844562B CN107844562B (en) | 2020-03-24 |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109165967A (en) * | 2018-07-19 | 2019-01-08 | 五八有限公司 | Evaluation method, evaluating apparatus, terminal, server and storage medium |
| CN113240554A (en) * | 2021-01-26 | 2021-08-10 | 张作中 | Intellectual property project service personnel management system and method |
| CN114070937A (en) * | 2021-11-10 | 2022-02-18 | 京东科技信息技术有限公司 | Multi-modal client consultation method and related equipment |
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