CN105631686A - Method and device for solving problem by customer service system - Google Patents
Method and device for solving problem by customer service system Download PDFInfo
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- CN105631686A CN105631686A CN201510971742.3A CN201510971742A CN105631686A CN 105631686 A CN105631686 A CN 105631686A CN 201510971742 A CN201510971742 A CN 201510971742A CN 105631686 A CN105631686 A CN 105631686A
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Abstract
The invention discloses a method and a device for solving a problem by a customer service system. The method comprises steps: user data of multiple users are obtained through data mining; according to the user data of each user, a to-be-solved problem of each user is obtained; according to the to-be-solved problem of each user, a corresponding solution scheme is configured for the to-be-solved problem of each user; and as for one user in the multiple users, the solution scheme corresponding to the to-be-solved problem of the user is provided for the user. The scheme of the invention reduces interactions between the user and a customer service staff, the solution scheme acquisition efficiency is improved, and the problem solving mode by the customer service system is optimized.
Description
Technical field
The present invention relates to Internet technical field, be specifically related to a kind of customer service system and solve method and the device of problem.
Background technology
In order to solve the problem of user in time, many fields both provide corresponding customer service system. In the prior art, when the problematic needs of user solve or seek advice from, user is linked up with contact staff by customer service system, such as, the customer service window that user is provided by customer service system is linked up with contact staff, the content of problem or the consulting solved required for oneself is described to contact staff, and then contact staff's content according to the problem solved required for user or consulting, provides a user with corresponding solution or relevant information.
But, generally, in order to clearly demonstrate problem and solve problem, it is mutual that user and contact staff need to carry out repeatedly, and wait that contact staff replys, especially, when carrying out the user that seeks advice from and being too much, contact staff cannot reply each user in time, thus further increasing the waiting time of user.
Summary of the invention
In view of the above problems, it is proposed that the present invention, to provide a kind of and overcome the problems referred to above or solve the customer service system of the problems referred to above at least in part and solve the method for problem and device, improves user and achieves a solution the efficiency of scheme.
According to an aspect of the invention, it is provided a kind of method that customer service system solves problem, the method includes:
The user data of multiple user is obtained by data mining;
User data according to each user, obtains the pending problem of each user;
Pending problem according to each user, configures the solution that the pending problem of each user is corresponding;
For one of them user in multiple users, solution corresponding for the pending problem of this user is supplied to this user.
According to a further aspect in the invention, it is provided that a kind of customer service system solves the device of problem, and this device includes:
Data acquisition module, is suitable to be obtained the user data of multiple user by data mining;
Determine module, be suitable to the user data of each user obtained according to data acquisition module, obtain the pending problem of each user;
Configuration module, is suitable to, according to the pending problem determining each user that module obtains, configure the solution that the pending problem of each user is corresponding;
Module is provided, is suitable to, for one of them user in multiple users, solution corresponding for the pending problem of this user of configuration module configuration is supplied to this user.
According to technical scheme provided by the invention, the user data of multiple user is obtained by data mining, then the user data according to each user, obtain the pending problem of each user, configure the solution that the pending problem of each user is corresponding, last for one of them user in multiple users, solution corresponding for the pending problem of this user is supplied to this user. The technical scheme provided by the invention pending problem according to the Users'Data Analysis user of user, and on one's own initiative solution corresponding for pending problem is supplied to this user, thus not only considerably reducing the mutual of user and contact staff, and improve user and achieve a solution the efficiency of scheme, optimize customer service system and solve the mode of problem.
Described above is only the general introduction of technical solution of the present invention, in order to better understand the technological means of the present invention, and can be practiced according to the content of description, and in order to above and other objects of the present invention, feature and advantage can be become apparent, below especially exemplified by the specific embodiment of the present invention.
Accompanying drawing explanation
By reading hereafter detailed description of the preferred embodiment, various other advantage and benefit those of ordinary skill in the art be will be clear from understanding. Accompanying drawing is only for illustrating the purpose of preferred implementation, and is not considered as limitation of the present invention. And in whole accompanying drawing, it is denoted by the same reference numerals identical parts. In the accompanying drawings:
Fig. 1 illustrates that customer service system solves the schematic flow sheet of the method for problem according to an embodiment of the invention;
Fig. 2 illustrates that customer service system solves the schematic flow sheet of the method for problem in accordance with another embodiment of the present invention;
Fig. 3 illustrates that customer service system solves the illustrative view of functional configuration of the device of problem according to an embodiment of the invention;
Fig. 4 illustrates that customer service system solves the illustrative view of functional configuration of the device of problem in accordance with another embodiment of the present invention.
Detailed description of the invention
It is more fully described the exemplary embodiment of the disclosure below with reference to accompanying drawings. Although accompanying drawing showing the exemplary embodiment of the disclosure, it being understood, however, that may be realized in various forms the disclosure and should do not limited by embodiments set forth here. On the contrary, it is provided that these embodiments are able to be best understood from the disclosure, and complete for the scope of the present disclosure can be conveyed to those skilled in the art.
Fig. 1 illustrates that customer service system solves the schematic flow sheet of the method for problem according to an embodiment of the invention, as it is shown in figure 1, the method comprises the steps:
Step S100, obtains the user data of multiple user by data mining.
In the step s 100, the mode such as get ready by big data analysis, data and carry out data mining, obtain the user data of multiple user.
Step S101, the user data according to each user, obtain the pending problem of each user.
After step S100 obtains the user data of multiple user, in step S101, the user data according to each user, obtain the pending problem of each user. Wherein, the pending problem of each user is the Users'Data Analysis according to each user and supposition obtains, and might not really need the problem solved identical with user. Such as, the user data according to user 1, the pending problem obtaining user 1 includes problem 1, problem 2 and problem 3, and user 1 really needs the problem solved to be likely to only include problem 3.
Step S102, the pending problem according to each user, configure the solution that the pending problem of each user is corresponding.
After the pending problem obtaining each user, the step S102 pending problem according to each user, configure the solution that the pending problem of each user is corresponding. Such as, the pending problem of user 1 obtained in step S101 includes problem 1, problem 2 and problem 3, in step s 102, respectively problem 1, problem 2 and problem 3 configure solution, specifically, solution for problem 1 configuration can include solution 11 and solution 12, and the solution for problem 2 configuration can include solution 21, solution 22 and solution 23, and the solution for problem 3 configuration can include solution 31.
Step S103, for one of them user in multiple users, is supplied to this user by solution corresponding for the pending problem of this user.
Such as, for user 1, in step s 103, on one's own initiative the solution that the problem 1 of user 1, problem 2 and problem 3 are corresponding respectively is all supplied to user 1, in order to user 1 obtains solution in time.
Method according to the customer service system solution problem that the present embodiment provides, the user data of multiple user is obtained by data mining, then the user data according to each user, obtain the pending problem of each user, configure the solution that the pending problem of each user is corresponding, last for one of them user in multiple users, solution corresponding for the pending problem of this user is supplied to this user. The technical scheme provided by the invention pending problem according to the Users'Data Analysis user of user, and on one's own initiative solution corresponding for pending problem is supplied to this user, thus not only considerably reducing the mutual of user and contact staff, and improve user and achieve a solution the efficiency of scheme, optimize customer service system and solve the mode of problem.
Fig. 2 illustrates that customer service system solves the schematic flow sheet of the method for problem in accordance with another embodiment of the present invention, as in figure 2 it is shown, the method comprises the steps:
Step S200, obtains the user's characteristic information of multiple user, user preference information, user charges information and user behavior information by data mining.
In step s 200, the mode such as get ready by big data analysis, data and carry out data mining, obtain the user data such as the user's characteristic information of multiple user, user preference information, user charges information and user behavior information.
Specifically, user's characteristic information includes: user's inherent feature and user sources channel; User preference information includes: user browses preference information, user clicks preference information and user's liveness information; User charges information includes: user charges record information and user charges potentiality information; User behavior information includes: user search behavior, user's purchasing behavior and user operation behavior. Wherein, user's inherent feature includes: the features such as user's sex, age of user and user's constellation.
Step S201, offering question storehouse and solution storehouse, problem base includes multiple pending problem, and solution storehouse includes multiple solution.
For the ease of pending problem andsolution is managed, in step s 201, problem base and solution storehouse it are provided with.
Step S202, mates the multiple pending problem in problem base with the multiple solutions in solution storehouse, sets up matching relationship.
In order to obtain the solution that pending problem is corresponding easily from solution storehouse, in step S202, the multiple pending problem in problem base is mated with the multiple solutions in solution storehouse, set up matching relationship.
Step S203, for each user, the user data according to this user, analyzes this user and needs problem to be processed, as the pending problem of this user.
In step S203, for each user, the user data according to this user, analyze this user needs to process which problem, the need problem to be processed that the obtains pending problem as this user will be analyzed. Wherein, the pending problem of user obtains according to Users'Data Analysis, supposition, might not really need the problem solved identical with user.
Such as, for user 1, user data according to user 1, user 1 just there occurs the behavior of supplementing with money, obtaining user 1 so by analysis needs problem to be processed to be " how to process and supplement the situation not arriving account with money ", then " how can process and to supplement the situation not arriving account with money " the pending problem as user 1.
And for example, for user 2, user data according to user 2, user 2 have purchased certain part commodity at other day, obtain so by analysis user 2 need problem to be processed to be " how goods return and replacement ", " how again buying ", " how processing the unreceived situation of commodity " and " how processing Problems existing in commodity use procedure ", then can " how goods return and replacement ", " how again purchase ", " how processing the unreceived situation of commodity " and " how processing Problems existing in commodity use procedure " as the pending problem of user 2.
Step S204, the pending problem according to each user, from solution storehouse, obtain the solution that the pending problem with each user matches.
After the pending problem obtaining each user, the step S204 pending problem according to each user, from solution storehouse, obtain the solution that the pending problem with each user matches.
Step S205, for one of them user in multiple users, when this user logs in customer service system or opens the customer service window of customer service system offer, is supplied to this user by solution corresponding for the pending problem of this user.
Such as, for user 1, the pending problem of the user 1 that step S203 obtains is " how to process and supplement the situation not arriving account with money ", step S204 obtains the solution that this pending problem matches from solution storehouse, so when user 1 logs in customer service system or opens the customer service window of customer service system offer, link up without user 1 and contact staff, just the solution that " how to process and supplement the situation not arriving account with money " is corresponding can be supplied to user 1 on one's own initiative, in order to user 1 obtains solution in time. Even if when the solution provided cannot solve the problem of user 1, user 1 can also be linked up with contact staff by customer service system, thus obtaining solution or obtaining required information.
Method according to the customer service system solution problem that the present embodiment provides, the user's characteristic information of multiple user is obtained by data mining, the user data such as user preference information, and it is provided with problem base and solution storehouse, then for each user, user data according to this user, analyze the pending problem obtaining this user, then the pending problem according to each user, the solution that the pending problem with each user matches is obtained from solution storehouse, last for one of them user in multiple users, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user. the technical scheme provided by the invention pending problem according to the Users'Data Analysis user of user, and on one's own initiative solution corresponding for pending problem is supplied to this user when user logs in customer service system or opens the customer service window of customer service system offer, thus not only considerably reducing the mutual of user and contact staff, and improve user and achieve a solution the efficiency of scheme, optimize customer service system and solve the mode of problem.
Fig. 3 illustrates that customer service system according to an embodiment of the invention solves the illustrative view of functional configuration of the device of problem, as it is shown on figure 3, this device includes: data acquisition module 301, determines module 302, configuration module 303 and provides module 304.
Data acquisition module 301 is suitable to: obtained the user data of multiple user by data mining.
Data acquisition module 301 mode such as is got ready by big data analysis, data and is carried out data mining, obtains the user data of multiple user.
Determine that module 302 is suitable to: the user data according to each user that data acquisition module 301 obtains, obtain the pending problem of each user.
After data acquisition module 301 obtains the user data of multiple user, it is determined that the module 302 user data according to each user, obtain the pending problem of each user. Wherein, the pending problem of each user is the Users'Data Analysis according to each user and supposition obtains, and might not really need the problem solved identical with user.
Configuration module 303 is suitable to: according to the pending problem determining each user that module 302 obtains, configure the solution that the pending problem of each user is corresponding.
After determining the pending problem that module 302 obtains each user, configure the module 303 pending problem according to each user, configure the solution that the pending problem of each user is corresponding.
Module 304 is provided to be suitable to: for one of them user in multiple users, solution corresponding for the pending problem of this user to be supplied to this user.
Device according to the customer service system solution problem that the present embodiment provides, data acquisition module obtains the user data of multiple user by data mining, it is then determined that the user data that module is according to each user, obtain the pending problem of each user, configuration module is the solution that the pending problematic arrangement of each user is corresponding, finally provide module for one of them user in multiple users, solution corresponding for the pending problem of this user is supplied to this user. The technical scheme provided by the invention pending problem according to the Users'Data Analysis user of user, and actively solution corresponding for pending problem is supplied to this user, thus not only considerably reducing the mutual of user and contact staff, and improve user and achieve a solution the efficiency of scheme, optimize customer service system and solve the mode of problem.
Fig. 4 illustrates that customer service system solves the illustrative view of functional configuration of the device of problem in accordance with another embodiment of the present invention, as shown in Figure 4, this device includes: data acquisition module 401, module 402 be set, determine module 403, configuration module 404 and module 405 is provided.
Data acquisition module 401 is suitable to: obtain the user's characteristic information of multiple user, user preference information, user charges information and user behavior information by data mining.
Data acquisition module 401 mode such as is got ready by big data analysis, data and is carried out data mining, obtains the user data such as the user's characteristic information of multiple user, user preference information, user charges information and user behavior information. Specifically, user's characteristic information includes: user's inherent feature and user sources channel; User preference information includes: user browses preference information, user clicks preference information and user's liveness information; User charges information includes: user charges record information and user charges potentiality information; User behavior information includes: user search behavior, user's purchasing behavior and user operation behavior. Wherein, user's inherent feature includes: the features such as user's sex, age of user and user's constellation.
Arranging module 402 to be suitable to, offering question storehouse and solution storehouse, problem base includes multiple pending problem, and solution storehouse includes multiple solution; Multiple pending problem in problem base is mated with the multiple solutions in solution storehouse, sets up matching relationship.
For the ease of pending problem andsolution is managed, and from solution storehouse, obtain the solution that pending problem is corresponding easily, module 402 is set and is provided with problem base and solution storehouse, and the multiple pending problem in problem base is mated with the multiple solutions in solution storehouse, set up matching relationship.
Determine that module 403 is suitable to: for each user, the user data according to this user that data acquisition module 401 obtains, analyze this user and need problem to be processed, as the pending problem of this user.
For each user, it is determined that the module 403 user data according to this user, analyze this user needs to process which problem, the need problem to be processed that the obtains pending problem as this user will be analyzed. Wherein, the pending problem of user obtains according to Users'Data Analysis, supposition, might not really need the problem solved identical with user.
Configuration module 404 is suitable to: according to the pending problem determining each user that module 403 obtains, obtains the solution that the pending problem with each user matches from solution storehouse.
After determining the pending problem that module 403 obtains each user, configure the module 404 pending problem according to each user, from solution storehouse, obtain the solution that the pending problem with each user matches.
There is provided module 405 to be suitable to: for one of them user in multiple users, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user.
Device according to the customer service system solution problem that the present embodiment provides, data acquisition module obtains the user's characteristic information of multiple user by data mining, the user data such as user preference information, module is set and is provided with problem base and solution storehouse, and establish matching relationship for the multiple pending problem in problem base with the multiple solutions in solution storehouse, determine that module is for each user, user data according to this user, analyze the pending problem obtaining this user, then the configuration module pending problem according to each user, the solution that the pending problem with each user matches is obtained from solution storehouse, finally provide module for one of them user in multiple users, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user. the technical scheme provided by the invention pending problem according to the Users'Data Analysis user of user, and actively solution corresponding for pending problem is supplied to this user when user logs in customer service system or opens the customer service window of customer service system offer, thus not only considerably reducing the mutual of user and contact staff, and improve user and achieve a solution the efficiency of scheme, optimize customer service system and solve the mode of problem.
Not intrinsic to any certain computer, virtual system or miscellaneous equipment relevant in algorithm and the display of this offer. Various general-purpose systems can also with use based on together with this teaching. As described above, the structure constructed required by this kind of system is apparent from. Additionally, the present invention is also not for any certain programmed language. It is understood that, it is possible to utilize various programming language to realize the content of invention described herein, and the description above language-specific done is the preferred forms in order to disclose the present invention.
In description mentioned herein, describe a large amount of detail. It is to be appreciated, however, that embodiments of the invention can be put into practice when not having these details. In some instances, known method, structure and technology it are not shown specifically, in order to do not obscure the understanding of this description.
Similarly, it is to be understood that, one or more in order to what simplify that the disclosure helping understands in each inventive aspect, herein above in the description of the exemplary embodiment of the present invention, each feature of the present invention is grouped together in single embodiment, figure or descriptions thereof sometimes. But, the method for the disclosure should be construed to and reflect an intention that namely the present invention for required protection requires feature more more than the feature being expressly recited in each claim. More precisely, as the following claims reflect, inventive aspect is in that all features less than single embodiment disclosed above. Therefore, it then follows claims of detailed description of the invention are thus expressly incorporated in this detailed description of the invention, wherein each claim itself as the independent embodiment of the present invention.
Those skilled in the art are appreciated that, it is possible to carry out the module in the equipment in embodiment adaptively changing and they being arranged in one or more equipment different from this embodiment. Module in embodiment or unit or assembly can be combined into a module or unit or assembly, and multiple submodule or subelement or sub-component can be put them in addition. Except at least some in such feature and/or process or unit excludes each other, it is possible to adopt any combination that all processes or the unit of all features disclosed in this specification (including adjoint claim, summary and accompanying drawing) and so disclosed any method or equipment are combined. Unless expressly stated otherwise, each feature disclosed in this specification (including adjoint claim, summary and accompanying drawing) can be replaced by the alternative features providing purpose identical, equivalent or similar.
In addition, those skilled in the art it will be appreciated that, although embodiments more described herein include some feature included in other embodiments rather than further feature, but the combination of the feature of different embodiment means to be within the scope of the present invention and form different embodiments. Such as, in the following claims, the one of any of embodiment required for protection can mode use in any combination.
The all parts embodiment of the present invention can realize with hardware, or realizes with the software module run on one or more processor, or realizes with their combination. It will be understood by those of skill in the art that the some or all functions that microprocessor or digital signal processor (DSP) can be used in practice to realize the some or all parts according to embodiments of the present invention. The present invention is also implemented as part or all the equipment for performing method as described herein or device program (such as, computer program and computer program). The program of such present invention of realization can store on a computer-readable medium, or can have the form of one or more signal. Such signal can be downloaded from internet website and obtain, or provides on carrier signal, or provides with any other form.
The present invention will be described rather than limits the invention to it should be noted above-described embodiment, and those skilled in the art can design alternative embodiment without departing from the scope of the appended claims. In the claims, any reference marks that should not will be located between bracket is configured to limitations on claims. Word " comprises " and does not exclude the presence of the element or step not arranged in the claims. Word "a" or "an" before being positioned at element does not exclude the presence of multiple such element. The present invention by means of including the hardware of some different elements and can realize by means of properly programmed computer. In the unit claim listing some devices, several in these devices can be through same hardware branch and specifically embody. Word first, second and third use do not indicate that any order. Can be title by these word explanations.
The invention discloses:
A1, a kind of customer service system solve the method for problem, including:
The user data of multiple user is obtained by data mining;
User data according to each user, obtains the pending problem of each user;
Pending problem according to each user, configures the solution that the pending problem of each user is corresponding;
For one of them user in the plurality of user, solution corresponding for the pending problem of this user is supplied to this user.
A2, method according to A1, for one of them user in the plurality of user, be supplied to this user by solution corresponding for the pending problem of this user and farther include:
For one of them user in the plurality of user, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user.
A3, method according to A1, the user data being obtained multiple user by data mining is farther included: obtain the user's characteristic information of multiple user, user preference information, user charges information and user behavior information by data mining.
A4, method according to A3, described user's characteristic information includes: user's inherent feature and user sources channel;
Described user preference information includes: user browses preference information, user clicks preference information and user's liveness information;
Described user charges information includes: user charges record information and user charges potentiality information;
Described user behavior information includes: user search behavior, user's purchasing behavior and user operation behavior.
A5, method according to any one of A1-A4, the user data according to each user, the pending problem obtaining each user farther includes:
For each user, the user data according to this user, analyze this user and need problem to be processed, as the pending problem of this user.
A6, method according to any one of A1-A5, in the pending problem according to each user, before configuring the solution that the pending problem of each user is corresponding, described method also includes:
Offering question storehouse and solution storehouse, described problem base includes multiple pending problem, and described solution storehouse includes multiple solution;
Multiple pending problem in described problem base is mated with the multiple solutions in described solution storehouse, sets up matching relationship;
Pending problem according to each user, configure solution corresponding to the pending problem of each user particularly as follows:
Pending problem according to each user, obtains the solution that the pending problem with each user matches from described solution storehouse.
B7, a kind of customer service system solve the device of problem, including:
Data acquisition module, is suitable to be obtained the user data of multiple user by data mining;
Determine module, be suitable to the user data of each user obtained according to described data acquisition module, obtain the pending problem of each user;
Configuration module, is suitable to, according to the described pending problem determining each user that module obtains, configure the solution that the pending problem of each user is corresponding;
Module is provided, is suitable to, for one of them user in the plurality of user, solution corresponding for the pending problem of this user is supplied to this user.
B8, device according to B7, described offer module is further adapted for: for one of them user in the plurality of user, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user.
B9, device according to B7, described data acquisition module is further adapted for: obtain the user's characteristic information of multiple user, user preference information, user charges information and user behavior information by data mining.
B10, device according to B9, described user's characteristic information includes: user's inherent feature and user sources channel;
Described user preference information includes: user browses preference information, user clicks preference information and user's liveness information;
Described user charges information includes: user charges record information and user charges potentiality information;
Described user behavior information includes: user search behavior, user's purchasing behavior and user operation behavior.
B11, device according to any one of B7-B10, described determine that module is further adapted for: for each user, user data according to this user that described data acquisition module obtains, analyzes this user and needs problem to be processed, as the pending problem of this user.
B12, device according to any one of B7-B11, described device also includes:
Arranging module, be suitable to offering question storehouse and solution storehouse, described problem base includes multiple pending problem, and described solution storehouse includes multiple solution; Multiple pending problem in described problem base is mated with the multiple solutions in described solution storehouse, sets up matching relationship;
Described configuration module is further adapted for: the pending problem according to each user, obtains the solution that the pending problem with each user matches from described solution storehouse.
Claims (10)
1. the method that customer service system solves problem, including:
The user data of multiple user is obtained by data mining;
User data according to each user, obtains the pending problem of each user;
Pending problem according to each user, configures the solution that the pending problem of each user is corresponding;
For one of them user in the plurality of user, solution corresponding for the pending problem of this user is supplied to this user.
2. method according to claim 1, for one of them user in the plurality of user, is supplied to this user by solution corresponding for the pending problem of this user and farther includes:
For one of them user in the plurality of user, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user.
3. method according to claim 1, the user data being obtained multiple user by data mining is farther included: obtain the user's characteristic information of multiple user, user preference information, user charges information and user behavior information by data mining.
4. method according to claim 3, described user's characteristic information includes: user's inherent feature and user sources channel;
Described user preference information includes: user browses preference information, user clicks preference information and user's liveness information;
Described user charges information includes: user charges record information and user charges potentiality information;
Described user behavior information includes: user search behavior, user's purchasing behavior and user operation behavior.
5. the method according to any one of claim 1-4, the user data according to each user, the pending problem obtaining each user farther includes:
For each user, the user data according to this user, analyze this user and need problem to be processed, as the pending problem of this user.
6. the method according to any one of claim 1-5, in the pending problem according to each user, before configuring the solution that the pending problem of each user is corresponding, described method also includes:
Offering question storehouse and solution storehouse, described problem base includes multiple pending problem, and described solution storehouse includes multiple solution;
Multiple pending problem in described problem base is mated with the multiple solutions in described solution storehouse, sets up matching relationship;
Pending problem according to each user, configure solution corresponding to the pending problem of each user particularly as follows:
Pending problem according to each user, obtains the solution that the pending problem with each user matches from described solution storehouse.
7. customer service system solves a device for problem, including:
Data acquisition module, is suitable to be obtained the user data of multiple user by data mining;
Determine module, be suitable to the user data of each user obtained according to described data acquisition module, obtain the pending problem of each user;
Configuration module, is suitable to, according to the described pending problem determining each user that module obtains, configure the solution that the pending problem of each user is corresponding;
Module is provided, is suitable to, for one of them user in the plurality of user, solution corresponding for the pending problem of this user is supplied to this user.
8. device according to claim 7, described offer module is further adapted for: for one of them user in the plurality of user, when this user logs in customer service system or opens the customer service window of customer service system offer, solution corresponding for the pending problem of this user is supplied to this user.
9. device according to claim 7, described data acquisition module is further adapted for: obtain the user's characteristic information of multiple user, user preference information, user charges information and user behavior information by data mining.
10. device according to claim 9, described user's characteristic information includes: user's inherent feature and user sources channel;
Described user preference information includes: user browses preference information, user clicks preference information and user's liveness information;
Described user charges information includes: user charges record information and user charges potentiality information;
Described user behavior information includes: user search behavior, user's purchasing behavior and user operation behavior.
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| CN201510971742.3A CN105631686A (en) | 2015-12-22 | 2015-12-22 | Method and device for solving problem by customer service system |
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| CN201510971742.3A CN105631686A (en) | 2015-12-22 | 2015-12-22 | Method and device for solving problem by customer service system |
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