CN105072173A - Customer service method and system for automatically switching between automatic customer service and artificial customer service - Google Patents
Customer service method and system for automatically switching between automatic customer service and artificial customer service Download PDFInfo
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- CN105072173A CN105072173A CN201510467530.1A CN201510467530A CN105072173A CN 105072173 A CN105072173 A CN 105072173A CN 201510467530 A CN201510467530 A CN 201510467530A CN 105072173 A CN105072173 A CN 105072173A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/148—Migration or transfer of sessions
Abstract
The invention discloses a customer service method for automatically switching between an automatic customer service and an artificial customer service. The method is characterized by comprising the following steps: receiving a user question from a browser consultation client, calculating the similarity between the user question and each question in a preset question-answer library, and switching to an automatic customer service flow if at least one similarity is greater than a threshold; and if the similarity between the user question and any question is smaller than the threshold, switching to an artificial customer service flow. The manual customer service flow comprises the following steps: acquiring the IP address of the browser consultation client; extracting the business keywords of the questions; judging whether or not an idle customer service person exists in an online artificial customer service person queue, and if so, establishing session connection between an idle artificial customer service person and the consultation client; otherwise, answering the question of a consultation user by an offline artificial customer service person at next login. The invention also discloses a customer service system for switching between the automatic customer service and the artificial customer service. The system comprises an automatic customer service sub-system, an artificial customer service sub-system and an automatic switching module.
Description
Technical field
The present invention relates to artificial intelligence and the automatic counseling services field of client, particularly relate to client service method and the system of a kind of automatic customer service and artificial customer service automatic switchover.
Background technology
Traditional client counseling service realizes often through call center (CallCenter), needs to be equipped with special software and hardware system and artificial contact staff, and cost is very high.Along with the development of the Internet is in recent years with universal, the customer service system of new generation of the Internet is relied on to be applied in multiple field.This customer service system based on the Internet is divided into two classes again: artificial customer service system and automatic customer service system.
Feature based on the artificial customer service system of the Internet be using the Internet as the communications infrastructure to replace traditional telephone network, between counsel user and artificial contact staff, set up session connection based on the service software of the Internet by exploitation, counsel user and contact staff directly can be linked up in the mode of text, voice or video by this session connection.This type systematic is relative to traditional call center's mode, significantly not cost-saving, still needs manually to have come because answer user's consulting.Its advantage is that artificial customer service accuracy of answering a question is high, and customer satisfaction is higher.
Feature based on the automatic customer service system of the Internet is to have employed artificial intelligence technology, particularly automatic question answering technology, by analyzing, understanding the counseling problem that user sends, under the support of a knowledge base, automatically answer is provided by software, and do not need artificial customer service to participate in, significantly save human cost.In the automatic customer service system of specific area, often through the Frequently Asked Question (FAQ, FrequentlyAskedQuestions) in structure this field as supporting the knowledge base of automatic customer service.This type systematic has the advantages such as cost is low, real-time online, but the problem that it can be answered is limited, and rate of answering questions is not high yet.Because the level of at present natural language understanding and automatic question answering technology is also very limited, the problem of user's consulting only has and to mate completely with the problem in knowledge base or closely can be answered, and the problem do not contained for knowledge base then can not be answered.
Artificial customer service system and automatic customer service system respectively have pluses and minuses.In conjunction with both advantage, propose high efficiency, low cost customer service system scheme and research and develop corresponding system and become a customer service field problem in the urgent need to address.
Summary of the invention
The invention provides client service method and the system of a kind of automatic customer service and artificial customer service automatic switchover.Adopt the present invention artificial customer service system and automatic customer service system can be combined and carry out collaborative work.The problem that what if advisory customers proposed is is simple, repeat, have in FAQ storehouse, automatically replied by automatic customer service, the problem that automatic customer service is not answered is given to artificial customer service answer automatically.So both can save the customer service cost of enterprise, the satisfaction of user can have been improved again.
The technical solution used in the present invention is as follows:
The client service method that automatic customer service and artificial customer service are automatically switched, comprises the following steps:
(1) customer problem from browser advisory customers end is received;
(2) similarity of each problem in customer problem and the prior question and answer storehouse arranged is calculated, the similarity of customer problem and question and answer storehouse problem is calculated by following steps: a. does word segmentation and part-of-speech tagging to customer problem and question and answer storehouse problem, retains noun and verb two class notional word; B. each notional word of customer problem and question and answer storehouse problem is expressed as the term vector of 100 dimensions; C. the similarity between word similar matrix method computational problem is adopted;
(3) if there is at least one similarity to be greater than threshold value, then turn automatic customer service flow process, the answer set in advance of namely getting similarity greatest problem corresponding returns to advisory customers end; If the similarity of the arbitrary problem in the question and answer storehouse of customer problem and setting in advance is all less than threshold value, then automatically turn artificial customer service flow process.
Concretely, described threshold value is by manually arranging, and span is [0.3-0.9].
Concretely, described artificial customer service flow process comprises the following steps:
(1) obtain the IP address of browser advisory customers end, and be converted into area;
(2) analyze customer problem, extract business keyword;
(3) judge whether there is idle customer service in online artificial customer service queue, "Yes" turns (4), and "No" turns (6);
(4) send information to advisory customers end, point out its " the online artificial customer service of current nothing, please input contact method (Email, cell-phone number) ";
(5) counsel user inputs contact method and sends, and system leaves informant's work customer service flow process;
(6) from online artificial customer service queue, the free time artificial customer service of sequential search region attribute or service attribute and the area described in (1) and (2) described business Keywords matching is attended a banquet, if successful inquiring, set up this artificial customer service and attend a banquet and the session connection of advisory customers end; Otherwise set up the comprehensive artificial customer service of a free time to attend a banquet and the session connection of advisory customers end; If do not have idle comprehensive artificial customer service to attend a banquet, then Stochastic choice free time artificial customer service is attended a banquet, and sets up the session connection with advisory customers end.。
Concretely, described business keyword is specified by a business lists of keywords manually arranged.
Concretely, the artificial customer service flow process of described off-line comprises the following steps:
(1) artificial customer service is by account, password login;
(2) what the region attribute of querying regional or business keyword and artificial customer service or service attribute mated does not answer a question topic;
(3) satisfactory topic of not answering a question is pushed to artificial customer service;
(4) artificial customer service is not answered a question and is inscribed and submit to;
(5) answer is sent to quizmaster by Email, SMS according to the contact method of not answering a question topic quizmaster by system.
Concretely, described online artificial customer service queue is empty when customer service starts, and whenever an artificial customer service logs in, just inserts a corresponding node at queue tail.
Concretely, the region attribute of described artificial customer service and service attribute are when artificial customer service account registration or arrange when artificial customer service logs in.
Concretely, the artificial customer service of described free time is attended a banquet and is referred to that connecting the artificial customer service that number clients is less than the connection upper limit arranged in advance attends a banquet.
Concretely, described comprehensive artificial customer service refers to artificial customer service that do not arrange region attribute and service attribute, that can accept all problems consulting.
The customer service system that automatic customer service and artificial customer service are automatically switched, is characterized in that, comprising:
(1) server end module.For providing automatic dialogue function, problem analysis function, problem comparison function and automatic switching function, comprise again: with the interface unit of client's side link, realize the conversation element that network talks with automatically, the resolution unit extracting counseling problem, the problem comparing unit of problem of implementation similarity comparison, automatically customer service and the automatic switch unit of artificial customer service, automatically customer service subsystem and artificial customer service subsystem; Artificial customer service subsystem is also included in informant's work customer service module and the artificial customer service module of off-line; The similarity of customer problem and question and answer storehouse problem adopts word similar matrix method to calculate;
(2) client modules.For connecting with server end, and provide customer interface for online client, form can be varied, but all adopt the standard interface that in server end module, interface unit provides;
(3) data memory module, for storage problem database, can human configuration relevant issues and answer.
Beneficial effect of the present invention is: the customer service system that can realize man-machine coordination, and according to the enquirement of counsel user, automatic decision is answered or turn artificial customer service to answer by automatic customer service.Like this can guarantee higher answer questions rate and high user satisfaction while, significantly save the artificial customer service cost of enterprise.
Accompanying drawing explanation
Fig. 1 is the client service method flow chart that automatic customer service and artificial customer service are automatically switched.
Fig. 2 is problem Similarity Measure algorithm flow chart.
Fig. 3 is artificial customer service flow chart.
Fig. 4 is the artificial customer service flow chart of off-line.
Fig. 5 is the consulting example in embodiment one.
Fig. 6 is the consulting example in embodiment two.
Embodiment
For the advantage of technical solution of the present invention is better described, be described in detail below in conjunction with accompanying drawing and preferred embodiment.
Fig. 1 is the flow chart of the client service method that automatic customer service and artificial customer service are automatically switched.This method take Internet-browser as the advisory customers end of user.First user's open any browser advisory customers end software, inputs the problem of Chinese language text form at advice window and submits to.Then system of users problem is analyzed, and calculates the similarity of all problems in itself and a question and answer storehouse set in advance (FAQ storehouse).This question and answer storehouse is made up of a series of " Question-Answer to ", is the frequently asked question of application and the set of its answer.When the similarity of at least one problem in customer problem and FAQ storehouse is greater than a threshold value arranged in advance, then the problem existing in FAQ and mate with customer problem is described, at this time turns automatic customer service flow process.Suppose that the problem maximum with customer problem similarity is Q
i, then the answer that automatic customer service returns to user is Q
ithe answer A corresponding in FAQ storehouse
i.When in customer problem and FAQ storehouse, the similarity of all problems is all less than threshold value, then illustrate in FAQ there is not the problem of mating with customer problem, automatic customer service cannot be replied user and be putd question to, and at this time turns artificial customer service flow process, by the counseling problem of artificial customer service answer user.Above-mentioned threshold value is empirical value, and by manually arranging, the zone of reasonableness of value is [0.3-0.9].Threshold value is equivalent to a valve, and threshold value is higher, and the problem answered by automatic customer service is fewer, and the workload of artificial customer service is larger; Threshold value is lower, and the problem submitting to automatic customer service is more, and the workload of artificial customer service is less.In actual applications, rational threshold value can be set according to the quantity of the artificial customer service of enterprise.
Similarity Measure between problem is the core of whole method, and problem is textual form, wherein carrys out the meaning of expression problem primarily of notional word.First collect the language material in consulting field, require that language material can cover most language phenomenon and the vocabulary in consulting field.Then word segmentation and part-of-speech tagging are carried out to language material, all notional words (noun and verb) branched away are collected formation domain lexicon.The existing more research of the participle of Chinese, mark, also has ready-made Third party system to call, as Chinese Academy of Sciences ICTCLAS participle labeling system.After having had domain lexicon, the Word2Vec Open-Source Tools bag training term vector model using Google company to provide, is expressed as the term vector of 100 dimensions by each word in domain lexicon.
Fig. 2 is problem Similarity Measure algorithm flow chart.At pretreatment stage, to all problems Q in FAQ storehouse
icarry out word segmentation and part-of-speech tagging, then filter out and unessential function word is expressed to question meaning, retain notional word, comprise noun and verb, and these notional words are converted into the expression of term vector.Input problem Q when counsel user and submit to system, system does same participle, mark process, equally notional word is wherein expressed as term vector.
Suppose,
, wherein
for Q
ithe term vector of a middle jth notional word.
Suppose simultaneously
, wherein
for the term vector of the notional word of kth in Q.
Then, Q
iwith the similarity between Q is calculated by word similar matrix method.First build word similar matrix, see following formula:
Wherein, s
ijrepresent v
iand u
jbetween similarity, v
iand u
jbe all vector form, its similarity can by cosine similarity formulae discovery.Q
iwith the similarity between Q is then by following formulae discovery:
Wherein, s
xmaximum in representing matrix S xth row n element, s
ymaximum in representing matrix S y row m element.
Fig. 3 is artificial customer service flow chart.First the IP address of browser advisory customers end is obtained by program code.In China's Mainland, IP address is responsible for distributing by area by CNNIC (ChinaInternetNetworkInformationCenter is called for short CNNIC), and this mechanism can safeguard an each province and city IP address assignment table.According to this table, can be concrete area by the IP address spaces of acquisition.Then analyze the customer problem of textual form, extract the business keyword wherein comprised.Business keyword is relevant to field, can be arranged by craft or machine assisted collection in advance.The business keyword comprised in problem represents the different business classification that problem relates to.Extracted the attribute information of problem, the online artificial customer service queue of inquiry, sees if there is idle artificial customer service.What online artificial customer service queue was corresponding is log in consulting background system at present, can be the artificial customer service situation that user provides Online reference service, whenever an artificial customer service login system, just automatically adds this queue.Can arrange the number of users that each artificial customer service can be served simultaneously on backstage, so-called idle artificial customer service is attended a banquet and is referred to that connection number clients is less than the artificial customer service of the service upper limit arranged in advance.If there is no idle artificial customer service, at this time just cannot provide instant counseling services for user, system prompts user input contact method (Email, cell-phone number etc.), after user have submitted contact method, his enquirement of user can be pointed out to submit to off-line customer service process, and the contact method that can be provided by him after having had answer sends to him.If there is idle artificial customer service, first search the artificial customer service of mating with the region attribute of problem and service attribute.The region attribute of artificial customer service and service attribute can be selected when artificial customer service logs in backstage, or arrange when giving the artificial customer service number of making out a bill.The business scope be familiar with due to every artificial customer service may be different, according to their specialized skill designated area attribute and service attribute, can provide more professional counseling services for user.If there is the artificial customer service of mating with region attribute and the service attribute of problem, preferentially set up the session connection between them, then manually customer service can and user between directly conversate and seek advice from.If the artificial customer service of not coupling, an idle comprehensive artificial customer service can be searched and set up session connection.Comprehensive artificial customer service refers to artificial customer service that do not arrange region attribute and service attribute, that can accept all problems consulting.If also do not found, then session connection is set up in the artificial customer service that Stochastic choice one is idle, is user's service.
Fig. 4 is the artificial customer service flow chart of off-line.The similar traditional function of message board of the artificial customer service of off-line, namely the regular login system of counseling services personnel answers user the problem of consulting.First artificial customer service is by account, password login background system; The region attribute of this artificial customer service of system automatic acquisition or service attribute; Then system is according to the region attribute of artificial customer service or service attribute, to do not answer in problem list search coupling do not answer a question topic, if had, this problem is pushed to artificial customer service and goes to answer.Artificial customer service is submitted to after having answered and not answered a question topic, and answer is sent to quizmaster by Email, SMS according to the contact method of not answering a question topic quizmaster by system, and whole consultation process terminates.
Embodiment one: in annual College Recruitment Students season, particularly college entrance examination mark is published to those days of examinee's applications for university, the enrollment department of Mei Suo colleges and universities all will concentrate and accept a large amount of examinee's consultings.The present embodiment relates to a colleges and universities' enrollment automatic consultant system adopting the present invention to realize.Fig. 5 is an example of automatically seeking advice from.Counsel user inputs " there are air-conditioning, water heater in bedroom? " Deng can in matching system FAQ storehouse during the enquirement of problem, system, by automatic customer service process, provides the answer set in FAQ storehouse immediately.If counsel user input be the enquirement do not had in FAQ storehouse, as " whom Principal of School is? ", then provide information " for you access manual service, please after a while ... ", then turn artificial customer service process.Suppose at this time to have artificial customer service online, artificial customer service by the enquirement of real-time reception to user, input and submit to answer as " you can arrive official website and inquire about " after, counsel user can real-time reception to the answer of artificial customer service.
Embodiment two: the present embodiment is also similar colleges and universities' enrollment automatic consultant system.Fig. 6 is the example of a consulting.The place different from embodiment one is, the artificial customer service on backstage can set up multiple session connection simultaneously, can serve multiple advisory customers by multiple session window simultaneously.
Below in conjunction with specific embodiments content of the present invention and execution mode are described.What need further illustrate is; to those skilled in the art; can to be improved method of the present invention according to describing above or to be changed, as long as these improve or change does not depart from thought of the present invention and main points, all should be belonged to the protection range of claims of the present invention.
Claims (10)
1. a client service method for automatic customer service and artificial customer service automatic switchover, is characterized in that, comprise the following steps:
(1) customer problem from browser advisory customers end is received;
(2) similarity of each problem in customer problem and the prior question and answer storehouse arranged is calculated, the similarity of customer problem and question and answer storehouse problem is calculated by following steps: a. does word segmentation and part-of-speech tagging to customer problem and question and answer storehouse problem, retains noun and verb two class notional word; B. each notional word of customer problem and question and answer storehouse problem is expressed as the term vector of 100 dimensions; C. the similarity between word similar matrix method computational problem is adopted;
(3) if there is at least one similarity to be greater than threshold value, then turn automatic customer service flow process, the answer set in advance of namely getting similarity greatest problem corresponding returns to advisory customers end; If the similarity of the arbitrary problem in the question and answer storehouse of customer problem and setting in advance is all less than threshold value, then automatically turn artificial customer service flow process.
2. method according to claim 1, is characterized in that: described threshold value is by manually arranging, and span is [0.3-0.9].
3. method according to claim 1, is characterized in that: described artificial customer service flow process comprises the following steps:
(1) obtain the IP address of browser advisory customers end, and be converted into area;
(2) analyze customer problem, extract business keyword;
(3) judge whether there is idle customer service in online artificial customer service queue, "Yes" turns (4), and "No" turns (6);
(4) send information to advisory customers end, point out its " the online artificial customer service of current nothing, please input contact method (Email, cell-phone number) ";
(5) counsel user inputs contact method and sends, and system leaves informant's work customer service flow process;
(6) from online artificial customer service queue, the free time artificial customer service of sequential search region attribute or service attribute and the area described in (1) and (2) described business Keywords matching is attended a banquet, if successful inquiring, set up this artificial customer service and attend a banquet and the session connection of advisory customers end; Otherwise set up the comprehensive artificial customer service of a free time to attend a banquet and the session connection of advisory customers end; If do not have idle comprehensive artificial customer service to attend a banquet, then Stochastic choice free time artificial customer service is attended a banquet, and sets up the session connection with advisory customers end.
4. method according to claim 3, is characterized in that: described business keyword is specified by a business lists of keywords manually arranged.
5. method according to claim 3, is characterized in that, the artificial customer service flow process of described off-line comprises the following steps:
(1) artificial customer service is by account, password login;
(2) what the region attribute of querying regional or business keyword and artificial customer service or service attribute mated does not answer a question topic;
(3) satisfactory topic of not answering a question is pushed to artificial customer service;
(4) artificial customer service is not answered a question and is inscribed and submit to;
(5) answer is sent to quizmaster by Email, SMS according to the contact method of not answering a question topic quizmaster by system.
6. method according to claim 3, is characterized in that: described online artificial customer service queue for empty, whenever an artificial customer service logs in, just inserts a corresponding node at queue tail when customer service starts.
7. method according to claim 3, is characterized in that: the region attribute of described artificial customer service and service attribute are when artificial customer service account registration or arrange when artificial customer service logs in.
8. method according to claim 3, is characterized in that: the artificial customer service of described free time is attended a banquet and referred to that connecting the artificial customer service that number clients is less than the connection upper limit arranged in advance attends a banquet.
9. method according to claim 3, is characterized in that: described comprehensive artificial customer service refers to artificial customer service that do not arrange region attribute and service attribute, that can accept all problems consulting.
10. a customer service system for automatic customer service and artificial customer service automatic switchover, is characterized in that, comprising:
(1) server end module, for providing automatic dialogue function, problem analysis function, problem comparison function and automatic switching function, comprise again: with the interface unit of client's side link, realize the conversation element that network talks with automatically, the resolution unit extracting counseling problem, the problem comparing unit of problem of implementation similarity comparison, automatically customer service and the automatic switch unit of artificial customer service, automatically customer service subsystem and artificial customer service subsystem; Artificial customer service subsystem is also included in informant's work customer service module and the artificial customer service module of off-line; The similarity of customer problem and question and answer storehouse problem adopts word similar matrix method to calculate;
(2) client modules, for connecting with server end, and provide customer interface for online client, form can be varied, but all adopt the standard interface that in server end module, interface unit provides;
(3) data memory module, for storage problem database, can human configuration relevant issues and answer.
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