WO2013063955A1

WO2013063955A1 - Customer service system and customer service information pushing method

Info

Publication number: WO2013063955A1
Application number: PCT/CN2012/078880
Authority: WO
Inventors: 刘波
Original assignee: 中兴通讯股份有限公司
Priority date: 2011-10-31
Filing date: 2012-07-19
Publication date: 2013-05-10
Also published as: CN103095753A; CN103095753B

Abstract

A customer service system and a customer service information pushing method. The method includes: acquiring user distribution information or service request information distributed by a user via an Internet application; performing semantic analysis on the user distribution information or service request information, and extracting or generating a keyword or phrase; forwarding the user distribution information or service request information to a self-service business or a manual service business according to the keyword or phrase, so as to push customer service information to the user.

Description

Customer service system and customer service information push method

Technical field

The invention relates to a customer service technology in the field of communication, in particular to a customer service system based on a social network SNS application, a Web2.0 application, an instant communication IM application and a customer service information pushing method thereof.

Background technique

With the rise of SNS, the threshold for the organization of information publishing has been further reduced, and the amount of information generated every day is increasing. However, due to the barriers between various social networking sites and various IM access applications, there is no interconnection. Therefore, how? Targeting the integration of information from this vast ocean of information and providing users with precise and personalized customized services is a daunting task.

Traditional customer service systems often use traditional telephone networks or web services to respond to customer complaints, grievances, business consultations, business pushes, etc. This approach exposes its limitations in the SNS era and cannot be completed for potential users. The exploration of the needs of the group and potential users cannot fully utilize the existing various business processing systems to provide services to users, and the user experience is poor. For example, the traditional guest system does not provide the following services:

1. When a user expresses dissatisfaction with a certain service provided by a certain company through the SNS application, the traditional customer service system cannot obtain the information, and therefore cannot care for and retain the customer;

2. Users need to know the contents of local food, fashion or operator-related business introductions through the SNS application. The traditional customer service system does not have the data mining function for SNS applications. Therefore, it does not have the ability to analyze and process SNS information. The SNS information published by the user is forwarded to the corresponding business system, thereby providing targeted personalized customization services for the user;

3. The traditional customer service system requires users to use specific tools in order to provide services, unable to meet the user's access to various SNS and IM protocols in the market, and to complete multi-user and multi-channel according to the specific needs of users. Information push service;

4. The traditional customer service system cannot meet the requirements for users to access the customer service system by using various IM tools, or after accessing the system, the information published by the user cannot be routed to the relevant business system for further in-depth service according to the actual service situation. The above lists the four most frequently occurring scenarios. In the emerging Internet field, the limitations of traditional customer service systems are not limited to the above.

Summary of the invention

The purpose of the embodiments of the present invention is to provide a customer service system and a customer service information push method, which can better solve the problems of poor user experience and low satisfaction caused by the limitations of the traditional customer service system.

According to an embodiment of the present invention, a method for pushing customer service information is provided: acquiring user release information or service request information published by a user through an internet application; performing semantic analysis, extraction, or generation on the user release information or service request information Keyword or phrase;

And forwarding the user publishing information or the service request information to the self-service service or the manual service service according to the keyword or the phrase, so as to push the customer service information to the user.

According to another embodiment of the present invention, a customer service system is provided, including:

An information obtaining module, configured to: obtain user release information or service request information that is published by a user through an internet application;

a semantic analysis module, configured to: perform semantic analysis on the user release information or service request information, extract or generate keywords or phrases;

The keyword routing module is configured to: forward the user publishing information or service request information to the self-service service or the manual service service according to the keyword or the phrase, so as to send the customer service information to the user.

Compared with related technologies, the beneficial effects of the embodiments of the present invention are:

1. It is possible to filter and search the user's published information in real time according to the preset keywords on the network, and accept the service request initiated by the user, and perform semantic analysis on the obtained user release information or service request information. Routing to related business processing modules including SMS, manual agent, and outbound call, triggering preset corresponding business processes, providing users with real-time 7 x 24 hours of service, automatically or manually, improving user experience, satisfaction, and Stickiness, thereby promoting the continued growth of the performance of the customer service system users; 2. It can integrate various IM applications or SNS applications or Web2.0 applications, shield the details of specific application protocols, provide a unified access method for various application tools, and complete the push of customer service information according to the specific needs of users. user experience.

BRIEF abstract

1 is a flowchart of a method for pushing customer service information according to an embodiment of the present invention;

2 is a schematic structural diagram of a customer service system according to an embodiment of the present invention;

FIG. 3 is an active service process provided by an embodiment of the present invention; FIG.

FIG. 4 is a flow chart of a passive service provided by an embodiment of the present invention.

Preferred embodiment of the invention

The preferred embodiments of the present invention are described in detail below with reference to the accompanying drawings. It should be noted that the features in the embodiments and the embodiments in the present application can be arbitrarily combined with each other without conflict. .

The embodiment of the present invention needs to refine and integrate the SNS, IM, and Web2.0 information published by the user initiated or automatically retrieved by the user through the SNS application or the instant messaging IM application or the Web2.0 application, using the word segmentation technology, semantic analysis, The technology of unified encapsulation of the private protocol, extracting or generating keywords or phrases about the information posted by the user, and triggering the corresponding preset self-service and manual service business processes according to the keyword routing dictionary predefined by the customer service system, The information is routed to an internal service processing system, such as: a short message service processing system, an automatic outbound call system, or a human agent queued through a CTI server. At the same time, through automatic or manual means, the user's Weibo, QQ, MSN, EMAIL and other Internet applications or traditional media such as SMS, telephone, fax, etc. push service messages to provide users with real-time, 7 x 24 hours of service. By comprehensive analysis, embodiments of the present invention should have at least the following features:

1. It can actively retrieve, filter, and retrieve information according to the set of keyword sets on the SNS network in real time, and then route to different service processing modules according to the analysis of the captured information, triggering the corresponding preset service flow. , to provide users with personalized deep customization services;

2. It can integrate various IMs for SNS applications or Web2.0 applications, shield the details of specific application protocols, and provide a unified access method. For example, users can use MSN, QQ, GTAKL, Various applications, such as Weibo, obtain the services provided by the customer service system, and the obtained services may be service requests initiated by the user, or may be services provided by the system to actively provide the user by retrieving the information posted by the user;

3. It can provide a combination of automatic service and manual service at the same time, providing multi-channel communication methods, such as through emerging SNS, various IM tools; traditional voice calls, SMS, fax, etc. to provide services to users to enhance user experience.

The implementation of the embodiment of the present invention will be described below with reference to FIGS. 1 and 2.

FIG. 1 is a flowchart of a method for pushing customer service information according to an embodiment of the present invention. As shown in FIG. 1, the method includes:

Step 101: The information acquisition module acquires user release information or service request information that is published by the user through the Internet application.

The step 101 includes: the information acquisition module retrieves the SNS application server or the Web2.0 application server in real time, and filters the dictionary according to the preset keywords, and automatically captures the user release information published by the user through the SNS application or the Web2.0 application.

The step 101 includes: after the user adds or pays attention to the service account provided by the customer service system through the SNS application or the IM application, the information acquisition module acquires the service request information that the user actively sends to the service account through the SNS application or the IM application.

After the step 101, a protocol conversion step is further included, including: the protocol adapter converting the protocol to an internal customization protocol of the customer service system.

Step 102: The semantic analysis module performs semantic analysis on the user release information or the service request information, and extracts or generates a keyword or a phrase.

Step 103: The keyword routing module forwards the user publishing information or the service request information to the self-service service or the manual service service according to the keyword or the phrase, so as to push the customer service information to the user.

The step 103 includes: the keyword routing module searches for a business process matching the keyword or the phrase through a predefined keyword routing dictionary; when triggering the business process of the self-service business, The self-service service automatically sends the customer service information to the user according to the user release information or the service request information; when the business process of the manual service service is triggered, the keyword routing module sends the queue information to the computer telephony integrated CTI server, and is configured by the CTI server. According to the queuing information, the artificial agent using the application service skill is sent to send the customer service information to the user.

After the step 103, the step of the customer service information pushing step further includes: after receiving the customer service information sent by the manual service service or the self service service, the message routing module forwards the customer service information to the protocol adapter; the protocol adapter sends the customer service information The internal custom protocol used is converted to the customer service information converted by the user and forwarded to the user.

The step 103 further includes: when the keyword routing module triggers the service process of the other service service according to the service request information, the other service service provides the user with the user according to the contact information provided by the user including the phone number or the fax number or the email address. Business service for voice or fax services or email services.

FIG. 2 is a schematic structural diagram of a guest system according to an embodiment of the present invention. As shown in FIG. 2, the customer service system includes:

The information acquisition module is configured to obtain user release information or an application published by the user through the Internet application. The information obtaining module can retrieve the SNS server or the Web2.0 server in real time, and filter the dictionary according to the preset keywords, and automatically capture the user publishing information published by the user through the SNS application or the Web2.0 application. The information obtaining module may further obtain the service request information that the user actively sends to the service account by using the SNS application or the IM application after the user adds or pays attention to the service account provided by the customer service system through the SNS application or the IM application.

The semantic analysis module is configured to perform semantic analysis on the user release information or the service request information, and extract or generate a keyword or a phrase. That is, the semantic analysis module executes a semantic analysis program that extracts or generates a corresponding keyword or phrase by analyzing a simple natural language input by the user.

a keyword routing module, configured to forward the user publishing information or service request information to a self-service service or a manual service service according to the keyword or the phrase, so as to send a customer service letter to the user Interest. That is, the keyword routing module executes a keyword routing program, and according to information published or provided by the user, and keywords or phrases extracted or generated by the semantic analysis module, combined with a predefined keyword routing dictionary, will include The user information of the content such as the user publishing information or the service request information is routed to different service processing modules, and the preset business process flow is triggered to provide customized personalized service for the user.

The message routing module is configured to forward the customer service information to the protocol adapter after receiving the customer service information sent by the self service service or the manual service service.

a protocol adapter, configured to convert the SNS application or the IM protocol application private protocol used by the user release information or the service request information into an internal customization protocol of the customer service system, and use the internal information of the customer service information Define the protocol to be converted to a private protocol for the SNS application or IM application or Web 2.0 application used by the user. That is to say, the protocol adapter executes a protocol adaptation program, completes mutual conversion between the external protocol and the internal protocol, and shields the private protocol details of various SNS applications, IM applications, and Web2.0 applications, and provides unified functions for upper layer applications and users. The interface allows the user to access the customer service system using various application tools, and the internal different service processing modules can complete the interaction with the user through the protocol adaptation program executed by the protocol adapter.

The information sending module is configured to forward the customer service information after the protocol conversion to the user.

In the embodiment shown in FIG. 3, the user can access the customer service system through various forms of SNS applications and IM applications. In the embodiment shown in FIG. 4, the customer service system can actively utilize powerful keyword filtering and retrieval functions. Grab the information of the user's SNS application and Web2.0 application. After obtaining the service request information of the user or the user posting information to the user, semantically analyzing the content of the information, extracting or generating a keyword or a phrase, and transferring the service to the corresponding business process flow through the keyword routing module , to provide users with targeted personalized services.

FIG. 3 shows an active service flow provided by an embodiment of the present invention. As shown in FIG. 3, the active service process includes several important processes such as information retrieval, protocol conversion, semantic analysis, keyword routing, automatic or manual push of service messages, and the like. Implementation, the active service process is as follows:

1. Information retrieval

Step 1: The information acquisition module executes a keyword filtering program, and performs real-time scanning on the specified SNS application server and the WEB2.0 application server according to the preset keyword filtering dictionary, and captures the character. The required user publishes information, and the user publishes the information by the user by using an SNS application or a Web 2.0 application, such as Kaixin.com, Renren.com, blog, etc.;

Step 2: Send the user information to the protocol conversion module, where the user information includes information such as user release information and user ID.

2, protocol conversion

Step 1: The protocol conversion module converts the SNS application used by the user to publish the information or the private protocol of the Web2.0 application into an internal customization protocol of the customer service system;

Step 2: Forward the protocol-converted user release information to the semantic analysis module.

3. Semantic analysis

Step 1: The semantic analysis module analyzes the user publishing information, and extracts or generates a corresponding key word or phrase;

Step 2: Submit the keyword or phrase to the keyword routing module.

4. Keyword routing, routing user information to different service processing modules according to a predefined keyword dictionary, triggering corresponding business processes to provide personalized services for users.

Step 1: The keyword routing module matches the predefined keyword routing dictionary according to the keyword or phrase submitted by the voice analysis module, and forwards the user information to the corresponding service processing module according to the business process defined by the dictionary;

Step 2: If the business process of the self-service business is triggered, the corresponding sub-service process is triggered, and the customer service information is automatically sent to the user, that is, the customized service message is pushed to the user;

Step 3: If the business process of the manual service service is triggered, the queuing information is submitted to the CTI server, and the CTI server queues to the corresponding media processing skill according to the access media type of the SNS application or the Web2.0 application used by the user. The artificial agent and the artificial agent perform corresponding processing according to the user information. For example, the CTI server queues the user's published information published by the microblog to the artificial agent with the Weibo service skill, so that the manual agent sends the customer service information to the user according to the user information, that is, pushes the customized service message to the user.

5, automatic or manual push of service messages

Automatic Push Steps for Service Messages: Service Flows from Service Business Automatically Send Service Messages To the message routing module, the message routing module routes the service message to the corresponding processing flow of the protocol adapter according to the message type, and after the protocol adapter completes the conversion of the internal and external protocols, the information sending module pushes the service message after the protocol conversion to the user ;

Manual push step of the service message: After the manual agent processes the user information, the customized customer service information is pushed to the user, that is, the customized personalized service message, and the message routing module routes the service message to the protocol adapter according to the message type. The processing flow, after the protocol adapter completes the conversion of the internal and external protocols, the information sending module pushes the service message after the protocol conversion to the user.

The message routing module pushes the customer service information to the corresponding user application according to the type of the user information. For example, when the user posts the user posting information through the microblog, the message routing module routes the customer service information to the user microblog; the user passes the blog. When the user publishes the information, the message routing module routes the customer service information to the user blog.

FIG. 4 shows a passive service flow provided by an embodiment of the present invention. As shown in FIG. 4, the passive service process is automatically or manually converted by media information access, protocol conversion, semantic analysis, keyword routing, and user interaction. The service is implemented in several important processes. The passive service process is as follows: 1. Access to media information

Step 1: After the user initiates a service request to the service account by paying attention to or adding the service account provided by the customer service system, the information acquisition module acquires the service request information of the user, and the service request information is used by the user by using a specific SNS application or IM. Application publishing, such as Weibo, QQ, MSN, etc.;

Step 2: Send the user information to the protocol conversion module, where the user information includes information such as service request information and user ID.

2, protocol conversion

Step 1: The protocol conversion module converts the SNS application used by the service request information or the private protocol of the IM application into an internal customization protocol of the customer service system;

Step 2: Forward the protocol-converted service request information to the semantic analysis module.

3. Semantic analysis

Step 1: The semantic analysis module analyzes the service request information, and extracts or generates corresponding keywords and phrases; Step 2: Submit the keyword or phrase to the keyword routing module.

4, keyword routing

Step 1: The keyword routing module matches the predefined keyword routing dictionary according to the keyword or phrase submitted by the semantic analysis module, and forwards the user information to the corresponding business processing module according to the business process defined by the dictionary;

Step 3: If the service process of the manual service service is triggered, the queuing information is submitted to the CTI server, and the CTI server queues to the corresponding artificial agent having the media processing skill according to the access media type used by the user or the access media type of the IM application. The artificial agent performs corresponding processing according to the user information. For example, the CTI server queues the service request initiated by the user to the QQ to the artificial agent with the QQ service skill, and queues the service request initiated by the user to the MSN with the MSN service skill, so that the manual agent sends the customer service according to the user information. Information, that is, pushing customized service messages to users.

Step 4: If the business process of other service services is triggered, the user is asked about other contact modes of the user, and the corresponding business process is triggered. For example, when the user requests further service, the user is requested to provide other contact information such as telephone number, fax number, and email address.

5. Transfer to automatic or manual services based on interaction with the user

The automatic push step of the service message: the service flow of the self service service automatically sends the service message to the message routing module, and the message routing module routes the service message to the corresponding processing flow of the protocol adapter according to the message type, and the protocol adapter completes the internal and external protocol. After the conversion, the information transmission module pushes the protocol-converted service message to the user. At the same time, through the repetition of the above steps, the interaction with the user is completed.

Manual push step of the service message: After the manual agent processes the user information, the customized customer service information is pushed to the user, that is, the customized personalized service message, and the message routing module routes the service message to the protocol adapter according to the message type. The processing flow, after the protocol adapter completes the conversion of the internal and external protocols, the information sending module pushes the service message after the protocol conversion to the user. At the same time, by repeating the above steps, the user is provided with services until the user voluntarily withdraws from the service or The user service requirements are met, and the human agent actively terminates the service process.

The message routing module pushes the customer service information to the corresponding user application according to the type of the user information. For example, when the user initiates the service request through the QQ, the message routing module routes the customer service information to the user QQ; the user initiates the service request through the MSN. The message routing module routes the customer service information to the user MSN.

If the business process of other service business is triggered, the user is asked about the relevant contact information, and then transferred to the corresponding business processing module. If the user provides a telephone number to request manual voice service, the user is queued to the voice service agent to perform manual voice service for the user; if the user requests a service request for sending a text message, the user sends a text message to the user. In addition, you can also provide services such as email and fax services to users.

In summary, the embodiments of the present invention have the following technical effects:

1. Realize the filtering and analysis of massive information, automatically push the content that users are interested in, and tap the potential needs of users to enhance the user experience;

2. It can complete the semantic analysis of simple natural language, extract the keywords and then route to the corresponding business process to complete the service to the user to enhance the user experience;

3 After the service is transferred to different processing processes, the user can use the simple natural language to automate the service or provide the manual service by the system, or select the traditional voice call, SMS, fax, etc. to support the system to provide the system. Service, solve the problem for the user or push the content he is interested in to the user;

4, easy to use, low deployment cost, upgrade on the existing software system is also very convenient, with high practical value and commercial value.

One of ordinary skill in the art will appreciate that all or a portion of the above steps may be performed by a program to instruct the associated hardware, such as a read only memory, a magnetic disk, or an optical disk. Optionally, all or part of the steps of the foregoing embodiments may also be implemented by using one or more integrated circuits. Accordingly, each module/unit in the foregoing embodiment may be implemented in the form of hardware, or may use software functions. The form of the module is implemented. The invention is not limited to any specific form of combination of hardware and software. It is to be understood that the invention may be embodied in various other modifications and changes without departing from the spirit and scope of the invention.

Industrial applicability

The embodiment of the invention can provide the customer service information actively and passively, and can mine the potential needs of the user and improve the user experience.

Claims

Claim

1. A method for pushing customer service information, comprising:

Obtaining user release information or service request information published by the user through the Internet application; performing semantic analysis on the user release information or service request information, extracting or generating a keyword or a phrase

2. The method according to claim 1, wherein the Internet application comprises a social network (SNS) application or a Web 2.0 application, and the step of acquiring user posting information or service request information published by a user through an Internet application , including:

Real-time retrieval of SNS application server or Web2.0 application server, and based on preset keywords

The method of claim 1, wherein the Internet application comprises an SNS application or an instant messaging (IM) application, and the step of acquiring user publishing information or service request information published by the user through the Internet application comprises:

After the user adds or pays attention to the service account provided by the customer service system through the SNS application or IM application, the information.

The method according to claim 2 or 3, further comprising a protocol conversion step performed after the step of acquiring user posting information or service request information issued by the user through the internet application, the protocol converting step comprising:

The SNS application or the private protocol of the IM application or the Web 2.0 application used by the user release information or the service request information is converted into an internal customization protocol of the customer service system.

The method according to claim 4, wherein the step of forwarding the user posting information or service request information to the self-service service or the manual service service according to the keyword or the phrase includes:

Find a business flow that matches the keyword or phrase through a predefined keyword routing dictionary Cheng

When the service process of the self-service service is triggered, the self-service service automatically sends the customer service information to the user according to the user release information or the service request information;

When the business process of the manual service business is triggered, the queuing information is sent to the computer telephony integrated CTI server, and the CTI server posts the information or serves the human agent according to the queuing information, so as to send the customer service information to the user.

6. The method of claim 5, further comprising a customer service performed after the step of forwarding the user posting information or service request information to a self-service service or a manual service service according to the keyword or phrase The information pushing step, the overcoming information pushing step includes:

After receiving the customer service information sent by the service service or the manual service service, converting the internal customization protocol used by the customer service information into a private agreement of the SNS application or the IM application or the Web2.0 application used by the user, and the customer service The information is forwarded to the user.

The method according to claim 5, wherein the step of forwarding the user publishing information or the service request information to the self-service service or the manual service service according to the keyword or the phrase further includes:

When the service request information triggers the service process of other service services, the other service services provide the user with a voice service or a fax service or an email service according to a contact information provided by the user including a phone number or a fax number or an email address. Business service approach.

8. A customer service system comprising:

9. The customer service system of claim 8 further comprising: a protocol adapter, configured to: convert a private protocol of an Internet application including a social network (SNS) application or an instant messaging (IM) application or a Web 2.0 application used by the user posting information or service request information into an internal part of the customer service system Customizing the protocol and translating the internal custom protocol used by the customer service information into a proprietary protocol used by the user for the Internet application including the SNS application or the IM application or the Web 2.0 application;

The information sending module is configured to: forward the protocol-converted customer service information to the user.

10. The customer service system of claim 8, further comprising:

The message routing module is configured to: forward the customer service information to the protocol adapter after receiving the customer service information sent by the service service or the manual service service.

11. The customer service system according to claim 8, wherein the keyword routing module is set to:

Finding a business process that matches the keyword or phrase through a predefined keyword routing dictionary;

When the self-service service is found, the self-service service is triggered to automatically send the customer service information to the user according to the user release information or the service request information;

When the business process of the manual service business is found, the sub-service service is triggered to send the queuing information to a computer telephony integration (CTI) server, and the CTI server issues the information or service request information to the user according to the queuing information. A human agent that is arranged to the user's SNS application or IM application or Web 2.0 application service skill to send customer service information to the user.

12. The customer service system of claim 8, wherein the keyword routing module is further configured to:

When the service request information is forwarded to the service process of other service services according to the keyword or the phrase, the other service service is triggered to provide the user with the voice according to the contact information provided by the user including the phone number or the fax number or the email address. Business service method for service or fax service or email service.