CN105808694B - Online customer service answering system and method - Google Patents
Online customer service answering system and method Download PDFInfo
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- CN105808694B CN105808694B CN201610121632.2A CN201610121632A CN105808694B CN 105808694 B CN105808694 B CN 105808694B CN 201610121632 A CN201610121632 A CN 201610121632A CN 105808694 B CN105808694 B CN 105808694B
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
Abstract
The invention discloses a kind of online customer service answering system and methods, and wherein system includes: answer service end for providing chat window, and calling interface access response robot；Response robot is used to judge whether to know the answer of the content inputted in chat window, if it is known that then reply content, feeds back the first information to answer service end if not knowing；Answer service end is also used to send the solicited message for requesting artificial customer service to chat server when receiving the first information；Chat server is used for acquisition request information, distributes artificial customer service for answer service end；Connection is established by the chat server and the answer service end in the artificial customer side of assigned artificial customer service, replys the content inputted in chat window.The present invention compensates in the prior art often by the selected deficiency using which kind of customer service of user oneself, can response robot can not when be transferred to artificial customer service automatically, provide counseling services by artificial customer service for user.
Description
Technical field
The present invention relates to internet area more particularly to a kind of online customer service answering system and methods.
Background technique
With the development of internet and e-commerce, many electric business or website can all provide the service of online customer service, with for
User, which answers, to feel uncertain.It is Self-Service, robot service or people that current online customer service answering system, which provides the mostly of answer service,
Work customer service；The Self-Service is usually by website to preset better problem and corresponding answer, by user from asking
The problem of knowing, is wanted in selection in topic, then corresponding answer is fed back in website；The robot service is usually by robot and to use
Family carries out chat conversations, extracts key message from the enquirement of user, feeds back corresponding answer, this service by internal analysis
Compared to the advantages of Self-Service be robot can carry out simply Semantic judgement, user is mentioned the problem of need not be with machine
The problem that people presets is identical, and the question formulation of user is more flexible；The artificial customer service refer to by contact staff with
User carries out chat conversations.
When integrating above-mentioned Self-Service, robot service and artificial customer service, common means are that user is entering
After the online customer service page, manually selects and need Self-Service, robot service or artificial customer service.This means can be made
Uneven at the distribution of each service, the common practice of especially user is preferentially to select artificial customer service, causes artificial customer service
Operating pressure it is excessive.
Summary of the invention
The technical problem to be solved by the present invention is to often select the defect using which kind of customer service by user oneself in the prior art,
A kind of online customer service answering system and method are provided.
The present invention is to solve above-mentioned technical problem by the following technical programs:
The present invention provides a kind of online customer service answering system, its main feature is that, comprising: answer service end, response robot and
Access the interface, chat server and at least one artificial customer side of the response robot；
The answer service end is for providing chat window, and the calling interface access response robot；
The response robot is used to judge whether to know the answer of the content inputted in the chat window, if it is known that then
The content is replied, the first information is fed back if not knowing to the answer service end；
The answer service end is also used to send to the chat server for requesting when receiving the first information
The solicited message of artificial customer service；
The chat server distributes artificial customer service for obtaining the solicited message, for the answer service end；
The artificial customer side of assigned artificial customer service is established by the chat server and the answer service end to be connected
It connects, replys the content inputted in the chat window.
The technical program can be transferred to automatically manually when response robot cannot answer the content inputted in chat window
Customer service provides counseling services by artificial customer service for user.
Preferably, the chat server includes screening unit, searching unit, the first judging unit, second judgment unit
With the first allocation unit；
The screening unit is for obtaining classification belonging to the content that the response robot does not know the answer, from owner
Screening meets the artificial customer service of first condition in work customer service, and the first condition is the technical ability with the content for replying the classification
And in online non-suspended state；
The searching unit from the artificial customer service filtered out for searching the artificial of the content for preferentially receiving the classification
Customer service；
It whether there is with the answer service end most in the artificial customer service that first judging unit is used to judge to find
The artificial customer service for closely once establishing connection, then calls the second judgment unit if it exists, then calls described first if it does not exist
Allocation unit；
The second judgment unit is for judging that the artificial customer service for establishing connection with described answering server the last time is worked as
Whether the preceding number of users received is less than threshold value, distributes at the answer service end and the answering server if being less than
The last time establishes the artificial customer service of connection, calls first allocation unit if being not less than；
First allocation unit is used to select from the artificial customer service found artificial customer service at random and being selected
The answer service end is distributed in artificial customer service.
Preferably, the chat server further includes sequencing unit and the second allocation unit；
The sequencing unit is used for for the artificial customer service that finds according to priority from high to low or from low to high suitable
Sequence sequence, artificial customer service identical for priority are arranged according to the sequence of the number of users received from more to less or from less to more
Sequence, artificial customer service identical for the number of users received are arranged according to the sequence of free time from short to long or from long to short
Sequence；
It whether there is with the answer service end most in the artificial customer service that first judging unit is used to judge to find
The artificial customer service for closely once establishing connection, then calls the second judgment unit if it exists, then calls described second if it does not exist
Allocation unit；
The second judgment unit is for judging that the artificial customer service for establishing connection with described answering server the last time is worked as
Whether the preceding number of users received is less than threshold value, distributes at the answer service end and the answering server if being less than
The last time establishes the artificial customer service of connection, calls second allocation unit if being not less than；
Second allocation unit is for selecting priority most according to the sequencing unit from the artificial customer service found
Free time is most in the least artificial customer service of number of users that the number of users received in high artificial customer service is minimum, is receiving
Whether the number of users that the artificial customer service that long artificial customer service and judgement is selected currently is being received is less than threshold value, will if being less than
The artificial customer service being selected is distributed at the answer service end, by the artificial customer service being selected from the people found if being not less than
It is excluded in work customer service and calls second allocation unit again.
Preferably, the online customer service answering system further includes database；
The database is used to read configuration information from the answer service end, and matches from chat server reading
Confidence breath and landing chat record.
Preferably, the online customer service answering system further includes management platform；
The management platform is used to read configuration information and landing chat record, and the artificial visitor of management from the database
Clothes and/or output report.
Preferably, the configuration information includes one of following information or a variety of: the essential information of contact staff, customer service
Signal language and non-working time when the essential information of the affiliated customer service group of personnel, the welcome words of chat window, contact staff are online
Processing mode.
Preferably, the online customer service answering system further includes Self-Service end；
The answer service end also provides for chat window, and calls Self-Service end；
The Self-Service end is used to judge whether to know the answer of the content inputted in the chat window, if it is known that then
The content is replied, the second information is fed back if not knowing to the answer service end；
The answer service end is also used to send to the chat server for requesting when receiving second information
The solicited message of artificial customer service.
The technical program can be transferred to automatically manually when Self-Service end cannot answer the content inputted in chat window
Customer service provides counseling services by artificial customer service for user.
The present invention also provides a kind of online customer service answer methods, its main feature is that, comprising the following steps:
S1, answer service end provide chat window, and call for access response robot interface access described in answer
Answer robot；
S2, response robot judge whether to know the answer of the content inputted in the chat window, if it is known that then replying
The content, then terminates process, and the first information is fed back if not knowing to the answer service end, then executes S3；
S3, the answer service sends to chat server for requesting artificial customer service when receiving the first information
Solicited message；
S4, the chat server obtain the solicited message, distribute artificial customer service for the answer service end；
S5, assigned artificial customer service artificial customer side pass through the chat server and answer service end foundation
Connection, replys the content inputted in the chat window.
Preferably, S4In be that the answer service end is distributed artificial customer service and included the following steps；
S41, obtain classification belonging to the content that the response robot does not know the answer, screened from all artificial customer services
Meet the artificial customer service of first condition, the first condition is the technical ability with the content for replying the classification and is in online non-
Suspended state；
S42, the artificial customer service for preferentially receiving the content of the classification is searched from the artificial customer service filtered out；
S43, in the artificial customer service that finds of judgement with the presence or absence of the people for establishing connection with answer service end the last time
Work customer service, then executes S if it exists44, S is then executed if it does not exist45；
S44, judgement with described answering server the last time establish the number of users that the artificial customer service of connection is currently being received
Whether it is less than threshold value, the answer service end is distributed to if being less than and establishes connection with described answering server the last time
Artificial customer service executes S if being not less than45；
S45, select from the artificial customer service found artificial customer service at random and the artificial customer service being selected distributed to described
Answer service end.
Preferably, S4In be that distribute artificial customer service further include in S for the answer service end42Later and in S43Execute before with
Lower step:
S421, sort for the artificial customer service that finds according to the sequence of priority from high to low or from low to high, for excellent
The identical artificial customer service of first grade is sorted according to the sequence of the number of users received from more to less or from less to more, for connecing
To the identical artificial customer service of number of users sort according to free time sequence from short to long or from long to short；
By S43Replace with S43': judge in the artificial customer service found with the presence or absence of the last with the answer service end
The artificial customer service for establishing connection, then executes S if it exists44', S is then executed if it does not exist45'；
S44', judgement with described answering server the last time establish the user that the artificial customer service of connection is currently being received
Whether number is less than threshold value, distributes to the answer service end if being less than and establishes connection with described answering server the last time
Artificial customer service, if be not less than if execute S45'；
S45', select in the artificial customer service of highest priority just according to the sequencing unit from the artificial customer service found
Reception number of users is minimum, free time longest artificial customer service and sentences in the least artificial customer service of number of users received
Whether the number of users that the disconnected artificial customer service being selected currently is being received is less than threshold value, by the answer service end point if being less than
The artificial customer service that dispensing is selected, excludes from the artificial customer service found the artificial customer service being selected if being not less than and again
Secondary execution S45’。
Preferably, the online customer service answer method further include:
Database from the answer service end read configuration information, and from the chat server read configuration information and
Land chat record.
Preferably, the online customer service answer method further include:
Manage platform and read configuration information and landing chat record from the database, and the artificial customer service of management and/or
Output report.
Preferably, the configuration information includes one of following information or a variety of: the essential information of contact staff, customer service
Signal language and non-working time when the essential information of the affiliated customer service group of personnel, the welcome words of chat window, contact staff are online
Processing mode.
Preferably, the online customer service answer method further include:
T1, answer service end provide chat window, and call Self-Service end；
T2, Self-Service end judge whether to know the answer of the content inputted in the chat window, if it is known that then replying
The content, then terminates process, and the second information is fed back if not knowing to the answer service end, then executes T3；
T3, the answer service end sent when receiving second information to the chat server it is artificial for requesting
The solicited message of customer service, then executes S4。
On the basis of common knowledge of the art, above-mentioned each optimum condition, can any combination to get each preferable reality of the present invention
Example.
The positive effect of the present invention is that: the present invention can cannot be answered in chat window in response robot and be inputted
Content when be transferred to artificial customer service automatically, provide counseling services by artificial customer service for user.
Detailed description of the invention
Fig. 1 is the system schematic of the online customer service answering system of the embodiment of the present invention 1.
Fig. 2 is another system schematic of the online customer service answering system of the embodiment of the present invention 1.
Fig. 3 is another system schematic of the online customer service answering system of the embodiment of the present invention 1.
Fig. 4 is the flow chart of the online customer service answer method of the embodiment of the present invention 1.
Fig. 5 be the embodiment of the present invention 1 online customer service answer method in be process that artificial customer service is distributed at answer service end
Figure.
Fig. 6 is another flow chart of the online customer service answer method of the embodiment of the present invention 1.
Fig. 7 be the embodiment of the present invention 2 online customer service answer method in be process that artificial customer service is distributed at answer service end
Figure.
Specific embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to the reality
It applies among a range.
Embodiment 1
A kind of online customer service answering system, as shown in Figure 1, comprising: answer service end 101, response robot 102 and access
Interface, chat server 103 and at least one artificial customer side 104 of the response robot 102.
The answer service end 101 is for providing chat window, and the calling interface access response robot
102。
The response robot 102 is used to judge whether to know the answer of the content inputted in the chat window, if knowing
The content is then replied in road, and the first information is fed back if not knowing to the answer service end 101.The first information is used for
Characterize the answer that the content inputted in chat window is not known by the response robot 102.Whether response robot 102 knows institute
It states the answer of the content inputted in chat window and how to know the specific side of the answer of the content inputted in the chat window
Formula realizes that this embodiment is not repeated using the prior art.
The answer service end 101 is also used to send when receiving the first information to the chat server 103 and use
In the solicited message for requesting artificial customer service.
The chat server 103 distributes artificial visitor for obtaining the solicited message, for the answer service end 101
Clothes.
The artificial customer side 104 of assigned artificial customer service passes through the chat server 103 and the answer service end
101 establish connection, reply the content inputted in the chat window.Wherein, artificial customer side 104 refers to that artificial customer service is used
, equipment for chatting with user.
In the present embodiment, the answer service end 101 can be computer client or mobile client (such as cell phone customer
End).After the answer service end 101 calls the interface to access the response robot 102, answer service end 101 can
To carry out interacting message by the chat window and response robot 102.Enquirement is wanted as user inputs in chat window
The problem of, response robot 102 feeds back answer etc. in chat window.It does not know how to reply user in response robot 102
When, online customer service answering system can be provided counseling services by original response robot 102 and switch to provide consulting by artificial customer service
Service, the answer service end 101 carry out interacting message, artificial visitor by the chat server 103 and artificial customer side 104
Clothes are feeding back answer in chat window.
Usually artificial customer service more than one, the chat server 103 can distribute at random for the answer service end 101
Artificial customer service can also distribute artificial customer service in the following manner for the answer service end 101:
The chat server 103 includes screening unit, searching unit, the first judging unit, second judgment unit and the
One allocation unit.
The screening unit is for obtaining classification belonging to the content that the response robot 102 does not know the answer, from institute
There is the artificial customer service screened in artificial customer service and meet first condition, the first condition is with the content for replying the classification
Technical ability and in online non-suspended state.Since the quantity of artificial customer service may be more, artificial customer service would generally be according to technical ability point
Class, the technical ability refers to the consulting for the problem of artificial customer service is capable of providing certain a kind of or certain class, as provided hotel service class
Consulting provides the consulting of internal ticket class or provides the consulting etc. of international air ticket class.The online non-suspended state refers to manually
Customer service can currently access answer service end 101, provide consulting for user.The screening unit can be asked a question for user
Classification filter out the artificial customer service that can receive user.
The searching unit from the artificial customer service filtered out for searching the artificial of the content for preferentially receiving the classification
Customer service.Since an artificial customer service may have more than technical ability, so the excellent of artificial customer service items technical ability would generally be arranged
First grade, such as a customer service have the consulting for providing internal ticket class simultaneously and provide the technical ability of the consulting of international air ticket class, that
The consulting that air ticket class outside the consulting or preferential receiving state of internal ticket class is preferentially received in the customer service will be set.The lookup
Unit can search the artificial customer service for being most suitable for reception user for the classification that user is asked a question.
It whether there is and the answer service end 101 in the artificial customer service that first judging unit is used to judge to find
The last time establishes the artificial customer service of connection, then calls the second judgment unit if it exists, then calls described if it does not exist
One allocation unit.In view of that may have been proposed that similar problem before a user, then can be by receiving this before
The artificial customer service of user is received again, facilitates the demand that user is more precisely known in artificial customer service in this way.
The second judgment unit is for judging that the artificial customer service for establishing connection with described answering server the last time is worked as
Whether the preceding number of users received is less than threshold value, distributes to the answer service end 101 if being less than and takes with the response
Business device the last time establishes the artificial customer service of connection, calls first allocation unit if being not less than.The threshold value is used for table
The number of users that the customer service of traveller on a long journey's work is at most received simultaneously, may just be difficult to provide quality services more than the artificial customer service of the threshold value.
First allocation unit is used to select from the artificial customer service found artificial customer service at random and being selected
The answer service end 101 is distributed in artificial customer service.
The chat server 103 of the present embodiment is single by the screening unit, the searching unit, first judgement
First, the described second judgment unit and first allocation unit can be selected and be most suitable for providing the artificial customer service of service for user.
The online customer service answering system of the present embodiment further includes database 105 and management platform 106.
The database 105 is used to read configuration information from the answer service end 101, and from the chat server
103 read configuration information and landing (storage) chat record.
The management platform 106 is used to read configuration information and landing chat record, and management from the database 105
Artificial customer service and/or output report.
The configuration information includes one of following information or a variety of: the essential information of contact staff, contact staff institute
Signal language and the processing of non-working time when the category essential information of customer service group, the welcome words of chat window, contact staff are online
Mode.
The database 105 and the management platform 106 are conducive to the management of entire online customer service answering system, backup number
According to etc..
On the basis of the present embodiment, as shown in Fig. 2, the online customer service answering system can also be by Self-Service end
The 107 substitution response robots 102, in this case, the answer service end 101 is used to provide chat window, and
Call Self-Service end 107；The Self-Service end 107 is for judging whether to know the content inputted in the chat window
Answer feeds back the second information to the answer service end 101 if it is known that then replying the content if not knowing；Described second
Information is used to characterize the answer that the content inputted in chat window is not known at the Self-Service end 107；The answer service
End 101 is also used to send the request for requesting artificial customer service to the chat server 103 when receiving second information
Information；The online customer service answering system switchs to artificial customer service when Self-Service end 107 does not know the answer.Alternatively, such as Fig. 3 institute
Show, the online customer service answering system can also include simultaneously response robot 102 and Self-Service end 107, in such situation
Under, after the answer service end 101 provides chat window, the interface can both be called to access the response robot 102,
Self-Service end 107 can be called, wherein which is specifically called determined by user oneself；Chat server 103 is receiving first
The solicited message for requesting artificial customer service can be all sent after information or the second information to the chat server 103, is then chatted
Its server 103 can be that artificial customer service is distributed at the answer service end 101 according to solicited message, provide consulting clothes by artificial customer service
Business.
The online customer service answer method of the present embodiment, as shown in Figure 4, comprising the following steps:
Step 201, answer service end provide chat window, and the interface for accessing response robot is called to access institute
State response robot.
Step 202, response robot judge whether to know the answer of the content inputted in the chat window, if it is known that then
The content is replied, process is then terminated, the first information is fed back if not knowing to the answer service end, then executes step
203.The first information is used to characterize the answer that the content inputted in chat window is not known by the response robot.
Step 203, the answer service send when receiving the first information to chat server artificial for requesting
The solicited message of customer service.
Step 204, the chat server obtain the solicited message, distribute artificial customer service for the answer service end.
Step 205, assigned artificial customer service artificial customer side pass through the chat server and the answer service
Connection is established at end, replys the content inputted in the chat window.
Usually artificial customer service more than one, chat server described in step 204 can be the answer service end at random
Artificial customer service is distributed, can also be that artificial customer service is distributed at the answer service end by following steps, as shown in Figure 5:
Step 2041 obtains classification belonging to the content that the response robot does not know the answer, from all artificial customer services
Middle to screen the artificial customer service for meeting first condition, the first condition is the technical ability with the content for replying the classification and is in
Online non-suspended state；
Step 2042 searches the artificial customer service for preferentially receiving the content of the classification from the artificial customer service filtered out.
Company is established with the presence or absence of with answer service end the last time in the artificial customer service that step 2043, judgement are found
The artificial customer service connect, thens follow the steps 2044 if it exists, thens follow the steps 2045 if it does not exist.
What the artificial customer service that step 2044, judgement establish connection with described answering server the last time was currently being received
Whether number of users is less than threshold value, distributes to the answer service end if being less than and establishes with described answering server the last time
The artificial customer service of connection, if not less than thening follow the steps 2045.
Step 2045 selects artificial customer service at random from the artificial customer service found and the artificial customer service being selected is distributed
To the answer service end.
The step 204 of the present embodiment can be selected by step 2041-2045 and be most suitable for providing the artificial of service for user
Customer service.
The online customer service answer method of the present embodiment is further comprising the steps of:
Database from the answer service end read configuration information, and from the chat server read configuration information and
Land chat record.
Manage platform and read configuration information and landing chat record from the database, and the artificial customer service of management and/or
Output report.
The configuration information includes one of following information or a variety of: the essential information of contact staff, contact staff institute
Signal language and the processing of non-working time when the category essential information of customer service group, the welcome words of chat window, contact staff are online
Mode.
Above-mentioned steps can be executed with any time in the implementation procedure of step 201-205, be conducive to entire online customer service
The management of answering system, Backup Data etc..
On the basis of the present embodiment, as shown in fig. 6, the online customer service answer method can also be by step 201 '-
203 ' alternative steps 201-203:
Step 201 ', answer service end provide chat window, and call Self-Service end.
Step 202 ', Self-Service end judge whether to know the answer of the content inputted in the chat window, if it is known that
The content is then replied, process is then terminated, the second information is fed back if not knowing to the answer service end, then executes step
Rapid 203 '.
Step 203 ', the answer service end when receiving second information to the chat server send for asking
Then the solicited message of work of asking for help customer service executes step 204.
In these cases, online customer service answer method switchs to artificial customer service when Self-Service end does not know the answer.
Alternatively, the online customer service answer method can also include step 201-203 and step 201 ' -203 ' simultaneously,
In such cases, after the answer service end provides chat window, the interface can both have been called to access the response robot,
Self-Service end can also be called, wherein which is specifically called determined by user oneself；Chat server is receiving the first information
Or second can all send solicited message for requesting artificial customer service after information to the chat server, then chat server
It can be that artificial customer service is distributed at the answer service end according to solicited message, provide counseling services by artificial customer service.
Embodiment 2
The online customer service answering system of the present embodiment and the online customer service answering system of embodiment 1 are essentially identical, difference
It is in the chat server of the online customer service answering system of the present embodiment does not include the first allocation unit, but further includes row
Sequence unit and the second allocation unit.
The sequencing unit is used for for the artificial customer service that finds according to priority from high to low or from low to high suitable
Sequence sequence, artificial customer service identical for priority are arranged according to the sequence of the number of users received from more to less or from less to more
Sequence, artificial customer service identical for the number of users received are arranged according to the sequence of free time from short to long or from long to short
Sequence.
It whether there is with the answer service end most in the artificial customer service that first judging unit is used to judge to find
The artificial customer service for closely once establishing connection, then calls the second judgment unit if it exists, then calls described second if it does not exist
Allocation unit.
The second judgment unit is for judging that the artificial customer service for establishing connection with described answering server the last time is worked as
Whether the preceding number of users received is less than threshold value, distributes at the answer service end and the answering server if being less than
The last time establishes the artificial customer service of connection, calls second allocation unit if being not less than.
Second allocation unit is for selecting priority most according to the sequencing unit from the artificial customer service found
Free time is most in the least artificial customer service of number of users that the number of users received in high artificial customer service is minimum, is receiving
Whether the number of users that the artificial customer service that long artificial customer service and judgement is selected currently is being received is less than threshold value, will if being less than
The artificial customer service being selected is distributed at the answer service end, by the artificial customer service being selected from the people found if being not less than
It is excluded in work customer service and calls second allocation unit again.
The chat server of the present embodiment passes through the screening unit, the searching unit, first judging unit, institute
Second judgment unit, the sequencing unit and second allocation unit are stated, another side for distributing artificial customer service is provided
Formula.
The online customer service answer method of the present embodiment and the online customer service answer method of embodiment 1 are essentially identical, difference
It is in as shown in fig. 7, the online customer service answer method of the present embodiment does not execute step 2045, but after step 2042
And following steps are executed before step 2043:
Step 20421 sorts for the artificial customer service found according to the sequence of priority from high to low or from low to high,
Artificial customer service identical for priority is sorted according to the sequence of the number of users received from more to less or from less to more, for
The identical artificial customer service of the number of users received is sorted according to the sequence of free time from short to long or from long to short.
Step 2043 is replaced with into step 2043 ': judge to take in the artificial customer service found with the presence or absence of with the response
Business end the last time establishes the artificial customer service of connection, thens follow the steps 2044 ' if it exists, thens follow the steps 2045 ' if it does not exist.
Step 2044 ', judgement establish connection with described answering server the last time artificial customer service currently receiving
Number of users whether be less than threshold value, the answer service end distributed to built with described answering server the last time if being less than
The artificial customer service of vertical connection, if not less than thening follow the steps 2045 '.
Step 2045 ', the artificial visitor of highest priority is selected from the artificial customer service found according to the sequencing unit
Free time longest artificial visitor in the least artificial customer service of number of users that the number of users received in clothes is minimum, is receiving
It takes and whether the number of users for judging that the artificial customer service being selected currently is being received is less than threshold value, take the response if being less than
The artificial customer service being selected is distributed at business end, arranges the artificial customer service being selected from the artificial customer service found if being not less than
Except and again execute step 2045 '.
The chat server of the present embodiment provides other one by step 2041,2042,20421,2043 ' -2045 '
Kind distributes the mode of artificial customer service.
Although specific embodiments of the present invention have been described above, it will be appreciated by those of skill in the art that these
It is merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is not carrying on the back
Under the premise of from the principle and substance of the present invention, many changes and modifications may be made, but these are changed
Protection scope of the present invention is each fallen with modification.
Claims (12)
1. a kind of online customer service answering system characterized by comprising answered described in answer service end, response robot and access
Answer the interface, chat server and at least one artificial customer side of robot；
The answer service end is for providing chat window, and the calling interface access response robot；
The response robot is used to judge whether to know the answer of the content inputted in the chat window, if it is known that then replying
The content feeds back the first information to the answer service end if not knowing；
The answer service end is also used to send when receiving the first information to the chat server artificial for requesting
The solicited message of customer service；
The chat server distributes artificial customer service for obtaining the solicited message, for the answer service end；
Connection is established by the chat server and the answer service end in the artificial customer side of assigned artificial customer service, returns
The content inputted in the multiple chat window；
The chat server includes that screening unit, searching unit, the first judging unit, second judgment unit and the first distribution are single
Member；
The screening unit is for obtaining classification belonging to the content that the response robot does not know the answer, from all artificial visitors
Screening meets the artificial customer service of first condition in clothes, and the first condition is the technical ability of the content with the classification is replied and place
In online non-suspended state；
The searching unit is used to search the artificial customer service for the content for preferentially receiving the classification from the artificial customer service filtered out；
It whether there is and the answer service end nearest one in the artificial customer service that first judging unit is used to judge to find
The secondary artificial customer service for establishing connection, then calls the second judgment unit if it exists, then calls first distribution if it does not exist
Unit；
The second judgment unit is used to judge and described answering server the last time is establishing the artificial customer service of connection currently just
Whether it is less than threshold value in the number of users of reception, it is nearest with the answering server if distributing to the answer service end less than if
The artificial customer service for once establishing connection calls first allocation unit if being not less than；
First allocation unit for selecting artificial customer service and artificial what is be selected at random from the artificial customer service found
The answer service end is distributed in customer service.
2. online customer service answering system as described in claim 1, which is characterized in that the chat server further includes that sequence is single
Member and the second allocation unit；
The sequencing unit is used for the artificial customer service for finding and arranges according to the sequence of priority from high to low or from low to high
Sequence, artificial customer service identical for priority are sorted according to the sequence of the number of users received from more to less or from less to more,
Artificial customer service identical for the number of users received is sorted according to the sequence of free time from short to long or from long to short；
It whether there is and the answer service end nearest one in the artificial customer service that first judging unit is used to judge to find
The secondary artificial customer service for establishing connection, then calls the second judgment unit if it exists, then calls second distribution if it does not exist
Unit；
The second judgment unit is used to judge and described answering server the last time is establishing the artificial customer service of connection currently just
Whether it is less than threshold value in the number of users of reception, it is nearest with the answering server if distributing to the answer service end less than if
The artificial customer service for once establishing connection calls second allocation unit if being not less than；
Second allocation unit is for selecting highest priority according to the sequencing unit from the artificial customer service found
Free time is longest in the least artificial customer service of number of users that the number of users received in artificial customer service is minimum, is receiving
Whether the number of users that the artificial customer service that artificial customer service and judgement are selected currently is being received is less than threshold value, will be described if being less than
The artificial customer service being selected is distributed at answer service end, by the artificial customer service being selected from the artificial visitor found if being not less than
It is excluded in clothes and calls second allocation unit again.
3. online customer service answering system as described in claim 1, which is characterized in that the online customer service answering system further includes
Database；
The database is used to read configuration information from the answer service end, and reads from the chat server and match confidence
Breath and landing chat record.
4. online customer service answering system as claimed in claim 3, which is characterized in that the online customer service answering system further includes
Manage platform；
The management platform is used to read configuration information and landing chat record, and the artificial customer service of management from the database
And/or output report.
5. online customer service answering system as described in claim 3 or 4, which is characterized in that the configuration information includes following letter
Breath one of or it is a variety of: the essential information of contact staff, the essential information of the affiliated customer service group of contact staff, chat window it is joyous
Meet language, contact staff it is online when signal language and the processing mode of non-working time.
6. online customer service answering system as described in claim 1, which is characterized in that the online customer service answering system further includes
Self-Service end；
The answer service end also provides for chat window, and calls Self-Service end；
The Self-Service end is used to judge whether to know the answer of the content inputted in the chat window, if it is known that then replying
The content feeds back the second information to the answer service end if not knowing；
The answer service end is also used to send when receiving second information to the chat server artificial for requesting
The solicited message of customer service.
7. a kind of online customer service answer method, which comprises the following steps:
S1, answer service end provides chat window, and the interface for accessing response robot called to access the response machine
People；
S2, response robot judge whether to know the answer of the content inputted in the chat window, if it is known that then reply it is described in
Hold, then terminates process, the first information is fed back if not knowing to the answer service end, then executes S3；
S3, the answer service send the request for requesting artificial customer service to chat server when receiving the first information
Information；
S4, the chat server obtain the solicited message, distribute artificial customer service for the answer service end；
S5, assigned artificial customer service artificial customer side connection is established with the answer service end by the chat server,
Reply the content inputted in the chat window；
S4In be that the answer service end is distributed artificial customer service and included the following steps；
S41, obtain classification belonging to the content that the response robot does not know the answer, screen and meet from all artificial customer services
The artificial customer service of first condition, the first condition are the technical ability with the content for replying the classification and are in online non-hang-up
State；
S42, the artificial customer service for preferentially receiving the content of the classification is searched from the artificial customer service filtered out；
S43, in the artificial customer service that finds of judgement with the presence or absence of the artificial visitor for establishing connection with answer service end the last time
Clothes, then execute S if it exists44, S is then executed if it does not exist45；
S44, judgement and described answering server the last time whether establish number of users that the artificial customer service of connection is currently being received
Less than threshold value, the answer service end is distributed to if being less than and establishes the artificial of connection with described answering server the last time
Customer service executes S if being not less than45；
S45, select artificial customer service at random from the artificial customer service found and the response distributed in the artificial customer service being selected
Server-side.
8. online customer service answer method as claimed in claim 7, which is characterized in that S4In be the answer service end assigner
Work customer service further includes in S42Later and in S43Following steps are executed before:
S421, sort for the artificial customer service that finds according to the sequence of priority from high to low or from low to high, for priority
Identical artificial customer service is sorted according to the sequence of the number of users received from more to less or from less to more, for what is received
The identical artificial customer service of number of users is sorted according to the sequence of free time from short to long or from long to short；
By S43Replace with S43': judge to establish in the artificial customer service found with the presence or absence of with answer service end the last time
The artificial customer service of connection, then executes S if it exists44', S is then executed if it does not exist45'；
S44', the judgement number of users currently received of artificial customer service of establishing connection with described answering server the last time be
It is no to be less than threshold value, the answer service end is distributed to the people that connection is established with described answering server the last time if being less than
Work customer service executes S if being not less than45'；
S45', connecing from the artificial customer service for selecting highest priority according to the sequencing unit in the artificial customer service found
To number of users is minimum, free time longest artificial customer service and judges quilt in the least artificial customer service of number of users received
Whether the number of users that the artificial customer service selected currently is being received is less than threshold value, distributes to the answer service end if being less than
The artificial customer service being selected is excluded from the artificial customer service found if being not less than and is held again by the artificial customer service being selected
Row S45’。
9. online customer service answer method as claimed in claim 7, which is characterized in that the online customer service answer method also wraps
It includes:
Database reads configuration information from the answer service end, and reads configuration information and landing from the chat server
Chat record.
10. online customer service answer method as claimed in claim 9, which is characterized in that the online customer service answer method also wraps
It includes:
It manages platform and reads configuration information and landing chat record, and the artificial customer service of management and/or output from the database
Report.
11. the online customer service answer method as described in claim 9 or 10, which is characterized in that the configuration information includes following
One of information is a variety of: the essential information of contact staff, the essential information of the affiliated customer service group of contact staff, chat window
The processing mode of signal language and non-working time when welcome words, contact staff are online.
12. online customer service answer method as claimed in claim 7, which is characterized in that the online customer service answer method also wraps
It includes:
T1, answer service end provide chat window, and call Self-Service end；
T2, Self-Service end judge whether to know the answer of the content inputted in the chat window, if it is known that then reply it is described in
Hold, then terminates process, the second information is fed back if not knowing to the answer service end, then executes T3；
T3, the answer service end sends to the chat server for requesting artificial customer service when receiving second information
Solicited message, then execute S4。
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