CN105512901A - Customer service automatic providing system and method - Google Patents
Customer service automatic providing system and method Download PDFInfo
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- CN105512901A CN105512901A CN201510990211.9A CN201510990211A CN105512901A CN 105512901 A CN105512901 A CN 105512901A CN 201510990211 A CN201510990211 A CN 201510990211A CN 105512901 A CN105512901 A CN 105512901A
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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Abstract
The invention discloses a customer service automatic providing system and method. The customer service automatic providing system comprises a service connection module used for verifying the login IDs of customers and transmitting successfully-verified login IDs to a back-end knowledge system, the back-end knowledge system which is used for inquiring order business booked by the customers according to the login IDs, inquiring business problems and business operations corresponding to the order business, and transmitting the business problems and business operations to a front-end interaction module, and the front-end interaction module which displays business problems guidance and business operation guidance, receiving input instructions of the customers and transmitting the input instructions to the back-end knowledge system; the back-end knowledge system judges whether the input instructions indicate to select the business problems guidance or the business operation guidance; if the input instructions indicate to select the business problems guidance, the back-end knowledge system transmits answers to the front-end interaction module for displaying the answers; and if the input instructions indicate to select the business operation guidance, selected business operations are executed through a business service interface. With the customer service automatic providing system and method of the invention adopted, manual intervention can be avoided, and customer services can be automatically completed, and customer experience can be enhanced.
Description
Technical field
The present invention relates to a kind of customer service and automatically provide system and method.
Background technology
Existing online customer service has two kinds: one connects manual service, by manually providing online customer service; One enumerates problem, and user selects corresponding problem, the answer be fixed.Existing two kinds of methods have problems simultaneously, manually provide online service, service number is restricted, the service number problem of user when using peak cannot be solved, if be equipped with a large amount of personnel, cost of serving possibly cannot accept, and also there is space in personnel service simultaneously on service time, cannot provide the 7*24 online service of (a week 7 days 24 hours); Fixation problem is enumerated, content is relatively simple, cannot buy and sell service with user's reality to be associated, lack interaction, user often cannot find the answer of the relevant issues corresponding to oneself predetermined prod or order business, cannot process the answer of client at Problems existing after sale, customer experience is poor.
Summary of the invention
The technical problem to be solved in the present invention is in order to overcome online customer service in prior art be substantially all manual service or simply enumerate problem, cause user often cannot find the defect of the answer of subscribing the relevant issues of product or order business corresponding to oneself, provide a kind of customer service automatically to provide system and method.
The present invention solves above-mentioned technical matters by following technical proposals:
The invention provides a kind of customer service and automatically provide system, its feature is, comprise front end interactive module, service connection module, rear end knowledge system and business service interface, described service connection module is connected with described front end interactive module and described rear end knowledge system respectively, and described rear end knowledge system is connected with described business service interface;
Described service connection module is used for verifying the login ID (account) of client, and the login ID be verified is transferred to described rear end knowledge system;
Described rear end knowledge system is used for the order business of having subscribed according to login ID inquiry client, and the inquiry traffic issues corresponding with the order business that described client has subscribed and business operation, traffic issues and business operation are transferred to described front end interactive module by described service connection module;
Described front end interactive module is guided and business operation guide for showing traffic issues, receives the input instruction of client, and described input instruction is transferred to described rear end knowledge system by described service connection module;
Described rear end knowledge system is also for judging that described input instruction is as selecting traffic issues to guide or selecting business operation to guide, if select traffic issues to guide, then the answer of the traffic issues of selection is transferred to described front end interactive module by described service connection module to show, if select business operation to guide, then connect by described business service interface the business operation that corresponding transaction processing system performs selection.
Preferably, described customer service provides system also to comprise information collection module automatically, for collecting the feedback information of client, and feedback information is sent to described rear end knowledge system, described rear end knowledge system is also for generating new traffic issues and answer according to feedback information.
Preferably, described business operation comprise cancel an order, retransmit voucher and retransmit in authorization information one or more.
Preferably, described front end interactive module is also for showing artificial online customer service phone.
The object of the invention is to additionally provide the automatic supplying method of a kind of customer service, its feature is, it utilizes above-mentioned customer service automatically to provide system to realize, and comprises the following steps:
The login ID of described service connection module to client is verified, and the login ID be verified is transferred to described rear end knowledge system;
The order business that described rear end knowledge system has been subscribed according to login ID inquiry client, and the inquiry traffic issues corresponding with the order business that described client has subscribed and business operation, traffic issues and business operation are transferred to described front end interactive module by described service connection module;
Described front end interactive module display traffic issues guides and business operation guides, and receives the input instruction of client, and described input instruction is transferred to described rear end knowledge system by described service connection module;
Described rear end knowledge system judges that described input instruction is as selecting traffic issues to guide or selecting business operation to guide, if select traffic issues to guide, then the answer of the traffic issues of selection is transferred to described front end interactive module by described service connection module to show, if select business operation to guide, then connect by described business service interface the business operation that corresponding transaction processing system performs selection.
Preferably, described customer service provides system also to comprise information collection module automatically, and the automatic supplying method of described customer service also comprises:
Described information collection module collects the feedback information of client, and feedback information is sent to described rear end knowledge system, and described rear end knowledge system generates new traffic issues and answer according to feedback information.
Preferably, described business operation comprise cancel an order, retransmit voucher and retransmit in authorization information one or more.
Preferably, described front end interactive module shows artificial online customer service phone.
Positive progressive effect of the present invention is: the present invention can provide automatic customer service, eliminate artificial online customer service, and the problem relevant to order business can be answered based on the order business of user, thus make customer service provided by the invention can be corresponding with customer subscription product or order business, the present invention simultaneously can also supply client's automatic operation order business, present invention, avoiding manpower intervention, automatically can complete customer service, improve customer experience.
Accompanying drawing explanation
The customer service that Fig. 1 is preferred embodiment of the present invention provides the module diagram of system automatically.
Fig. 2 is the process flow diagram of the automatic supplying method of customer service of preferred embodiment of the present invention.
Embodiment
Mode below by embodiment further illustrates the present invention, but does not therefore limit the present invention among described scope of embodiments.
As shown in Figure 1, the invention provides a kind of customer service and automatically provide system, comprise front end interactive module 1, service connection module 2, rear end knowledge system 3, business service interface 4 and information collection module 5.Wherein, described service connection module 2 is connected with described front end interactive module 1 and described rear end knowledge system 3 respectively, and described rear end knowledge system 3 is connected with described business service interface 4.
Described service connection module 2 is for connecting described front end interactive module 1 and described rear end knowledge system 3, thus isolated preceding-terminal and back-end services, described service connection module 2 can be verified the login ID of client, and the login ID be verified is transferred to described rear end knowledge system 3;
The order business that knowledge system 3 inquiry of the login ID according to client clients in described rear end have subscribed, and the inquiry traffic issues corresponding with the order business that described client has subscribed and business operation, traffic issues and business operation are transferred to described front end interactive module 1 by described service connection module 2;
In the present invention, the traffic issues corresponding from different order business and business operation can prestore in described rear end knowledge system 3, to facilitate inquiry.
Described front end interactive module 1 is guided and business operation guide for showing traffic issues, receives the input instruction of client, and described input instruction is transferred to described rear end knowledge system 3 by described service connection module 2; Described traffic issues is guided and specifically the form of list or button options can be enumerated the corresponding traffic issues of the order business of having subscribed with client, described business operation guides also the form of list or button options can enumerate the operation that the order business of having subscribed with client is associated, for customer selecting;
Described rear end knowledge system 3 is also for judging that described input instruction is as selecting traffic issues to guide or selecting business operation to guide, if select traffic issues to guide, then the answer of the traffic issues of selection is transferred to described front end interactive module 1 by described service connection module 2 to show, if select business operation to guide, then connect by described business service interface 4 business operation that corresponding transaction processing system performs selection.
Feedback information for collecting the feedback information of client, and is sent to described rear end knowledge system 3 by described information collection module 5, and described rear end knowledge system 3 also generates new traffic issues and answer according to feedback information.
In the present invention, the business operation of described order business specifically can comprise cancel an order, retransmit voucher and retransmit in authorization information one or more, described front end interactive module 1 can also show artificial online customer service phone.
Front end of the present invention interactive module 1 is for the front end displaying contents at customer interaction, there is provided problem input and question answering and business operation to guide to client, the client feedback information that described rear end knowledge system 3 is specifically collected based on live customer service experience and described information collection module 5 provides corresponding problem base; When specific implementation, the page display that described front end interactive module 1 provides mainly through the AngularJS (a front end JS framework) of HTML5 (follow-on HTML) and MVC (model-view-controller) framework, inputs problem for client, shows problem answers, provides the redirect of mobile phone terminal operation pages and connect artificial online customer service phone;
Described service connection module 2 mainly use RESTFUL (a kind of software architecture) provide customer authentication, client's input validation, client input transfer to described rear end knowledge system 3 and return rear end knowledge system 3 transmit content (i.e. the answer of traffic issues);
The main usage data library storage live customer service knowledge information of described rear end knowledge system 3, identification client input and are directed to concrete traffic issues, connect the associative operation that business service interface 4 performs the order business that client has subscribed;
4, described business service interface connects concrete transaction processing system, to process the related service operation of the order business that client has subscribed.
As shown in Figure 2, the automatic supplying method of customer service that the present invention utilizes the customer service of the present embodiment automatically to provide system to realize comprises the following steps:
Step 101, the login ID of described service connection module to client are verified, and the login ID be verified is transferred to described rear end knowledge system;
The order business that step 102, described rear end knowledge system have been subscribed according to login ID inquiry client, and the inquiry traffic issues corresponding with the order business that described client has subscribed and business operation, traffic issues and business operation are transferred to described front end interactive module by described service connection module;
Step 103, described front end interactive module display traffic issues guides and business operation guides, and receives the input instruction of client, and described input instruction is transferred to described rear end knowledge system by described service connection module;
Step 104, described rear end knowledge system judge that described input instruction is as selecting traffic issues to guide or selecting business operation to guide, if select traffic issues to guide, then the answer of the traffic issues of selection is transferred to described front end interactive module by described service connection module to show, if select business operation to guide, then connect by described business service interface the business operation that corresponding transaction processing system performs selection;
Step 105, described information collection module collect the feedback information of client, and feedback information are sent to described rear end knowledge system;
Step 106, described rear end knowledge system generate new traffic issues and answer according to feedback information.
Although the foregoing describe the specific embodiment of the present invention, it will be understood by those of skill in the art that these only illustrate, protection scope of the present invention is defined by the appended claims.Those skilled in the art, under the prerequisite not deviating from principle of the present invention and essence, can make various changes or modifications to these embodiments, but these change and amendment all falls into protection scope of the present invention.
Claims (8)
1. a customer service provides system automatically, it is characterized in that, comprise front end interactive module, service connection module, rear end knowledge system and business service interface, described service connection module is connected with described front end interactive module and described rear end knowledge system respectively, and described rear end knowledge system is connected with described business service interface;
Described service connection module is used for verifying the login ID of client, and the login ID be verified is transferred to described rear end knowledge system;
Described rear end knowledge system is used for the order business of having subscribed according to login ID inquiry client, and the inquiry traffic issues corresponding with the order business that described client has subscribed and business operation, traffic issues and business operation are transferred to described front end interactive module by described service connection module;
Described front end interactive module is guided and business operation guide for showing traffic issues, receives the input instruction of client, and described input instruction is transferred to described rear end knowledge system by described service connection module;
Described rear end knowledge system is also for judging that described input instruction is as selecting traffic issues to guide or selecting business operation to guide, if select traffic issues to guide, then the answer of the traffic issues of selection is transferred to described front end interactive module by described service connection module to show, if select business operation to guide, then connect by described business service interface the business operation that corresponding transaction processing system performs selection.
2. customer service as claimed in claim 1 provides system automatically, it is characterized in that, described customer service provides system also to comprise information collection module automatically, for collecting the feedback information of client, and feedback information being sent to described rear end knowledge system, described rear end knowledge system is also for generating new traffic issues and answer according to feedback information.
3. customer service as claimed in claim 1 provides system automatically, it is characterized in that, described business operation comprise cancel an order, retransmit voucher and retransmit in authorization information one or more.
4. customer service as claimed in claim 1 provides system automatically, and it is characterized in that, described front end interactive module is also for showing artificial online customer service phone.
5. the automatic supplying method of customer service, is characterized in that, it utilizes customer service as claimed in claim 1 automatically to provide system to realize, and comprises the following steps:
The login ID of described service connection module to client is verified, and the login ID be verified is transferred to described rear end knowledge system;
The order business that described rear end knowledge system has been subscribed according to login ID inquiry client, and the inquiry traffic issues corresponding with the order business that described client has subscribed and business operation, traffic issues and business operation are transferred to described front end interactive module by described service connection module;
Described front end interactive module display traffic issues guides and business operation guides, and receives the input instruction of client, and described input instruction is transferred to described rear end knowledge system by described service connection module;
Described rear end knowledge system judges that described input instruction is as selecting traffic issues to guide or selecting business operation to guide, if select traffic issues to guide, then the answer of the traffic issues of selection is transferred to described front end interactive module by described service connection module to show, if select business operation to guide, then connect by described business service interface the business operation that corresponding transaction processing system performs selection.
6. the automatic supplying method of customer service as claimed in claim 5, it is characterized in that, described customer service provides system also to comprise information collection module automatically, and the automatic supplying method of described customer service also comprises:
Described information collection module collects the feedback information of client, and feedback information is sent to described rear end knowledge system, and described rear end knowledge system generates new traffic issues and answer according to feedback information.
7. the automatic supplying method of customer service as claimed in claim 5, is characterized in that, described business operation comprise cancel an order, retransmit voucher and retransmit in authorization information one or more.
8. the automatic supplying method of customer service as claimed in claim 5, it is characterized in that, described front end interactive module shows artificial online customer service phone.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510990211.9A CN105512901A (en) | 2015-12-24 | 2015-12-24 | Customer service automatic providing system and method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510990211.9A CN105512901A (en) | 2015-12-24 | 2015-12-24 | Customer service automatic providing system and method |
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| CN105512901A true CN105512901A (en) | 2016-04-20 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN201510990211.9A Pending CN105512901A (en) | 2015-12-24 | 2015-12-24 | Customer service automatic providing system and method |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN108076119A (en) * | 2016-11-14 | 2018-05-25 | 中国移动通信集团公司 | A kind of pre- service processing method and system |
| WO2018133699A1 (en) * | 2017-01-20 | 2018-07-26 | 阿里巴巴集团控股有限公司 | Service object reservation system, method and apparatus |
| CN112182149A (en) * | 2020-09-15 | 2021-01-05 | 中信银行股份有限公司 | Exception processing method and device, electronic equipment and computer readable storage medium |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN108076119A (en) * | 2016-11-14 | 2018-05-25 | 中国移动通信集团公司 | A kind of pre- service processing method and system |
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| WO2018133699A1 (en) * | 2017-01-20 | 2018-07-26 | 阿里巴巴集团控股有限公司 | Service object reservation system, method and apparatus |
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Application publication date: 20160420 |
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