CN106326227A - Method and device for providing online customer service - Google Patents
Method and device for providing online customer service Download PDFInfo
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- CN106326227A CN106326227A CN201510336328.5A CN201510336328A CN106326227A CN 106326227 A CN106326227 A CN 106326227A CN 201510336328 A CN201510336328 A CN 201510336328A CN 106326227 A CN106326227 A CN 106326227A
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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
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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
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/90335—Query processing
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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
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
Abstract
The invention provides a method and device for providing an online customer service, which are used for solving the problem that the existing online customer service system does not focus on the customer consultation subject according to a conversation scene, which leads to the low accuracy of answering customer consulting questions. The method comprises the steps of performing semantic analysis on a received session message after the establishment of the online customer service, and obtaining a first semantic description; selecting a preset session template according to the first semantic description; and responding to a subsequently received session message according to the session template and prompting a user for problems set in the session template. The scheme provided by the invention improves the accuracy of answering customer questions.
Description
Technical field
The present invention relates to communication field, particularly relate to a kind of method and device that online customer service is provided.
Background technology
Along with dog-eat-dog, client's popularity rate saturation, telecom operators be absorbed in income increase slow down, profit
The crisis that relaxing the bowels with lubricant drugs is sliding.Suffering from this, liaison centre of operator gradually decreases human cost, strengthens self-service clothes
The construction of business, guides client to meet demand more by the mode of Self-Service and man-machine interaction, promotes clothes
Business efficiency and service quality.Liaison centre generally provides online customer service entrance in systems such as the net Room, the palm Rooms, visitor
Family enters online customer service system and robot live chat, the demand such as finishing service consulting, business handling.Visitor
Family with chat robots interaction in the middle of, be frequently found after having chatted a period of time, robot or with visitor
Family confirms the implication of problem repeatedly, or cannot answer the problem of client or give an irrelevant answer, and causes client's body
Test the best.Occur that this situation is to be usually present following problem due to existing online customer service system:
The enquirement of client is used the methods such as simple participle to extract keyword by system, it is impossible to from natural language
Angle analysis implication, causes system that the problem of client is understood deviation；
During the problem of system answer client, use traditional search engine according to keyword search answer, cause
Answer accuracy rate is low.
Visible, existing online customer service system, when client questions and system are answered automatically, generally uses one to ask
One conversational mode answering formula, often between wheel question and answer, independence or the degree of association are low, enclose not according to session context
Theme around client services, and causes in conversation procedure semantic discontinuous, and it is low that system answers accuracy rate automatically,
Affect customer experience.
Summary of the invention
The present invention provides a kind of method and device providing online customer service, in order to solve current existing online customer service
The theme that system is seeked advice from around client not according to session context services, and causes answering client's counseling problem
The problem that accuracy rate is relatively low.
According to an aspect of the invention, it is provided a kind of method that online customer service is provided, including: setting up
After online customer service, the conversation message received is carried out semantic analysis, obtain the first semantic description；According to
One semantic description selects the session template pre-set；Respond subsequently received session according to session template to disappear
Cease and prompt the user with the problem arranged in session template.
Wherein, select the session template pre-set according to the first semantic description, including: pre-set
Session template is searched the session template that the topic maximum with the first semantic description relatedness is corresponding.
Further, said method also includes: before the conversation message received is carried out semantic analysis,
Corresponding session template set up respectively in each topic contained for every kind of business packet, and session template includes and topic phase
The problem closed and data message.
Wherein, respond subsequently received conversation message according to session template and prompt the user with in session template
The problem arranged, including: obtain the second semanteme retouch subsequently received conversation message being carried out semantic analysis
After stating, session template is searched the data message of the topic corresponding with the second semantic description, carries to user
Show the topic data corresponding with the second semantic description, according to the problem defined in session template prompting order to
User points out problem.
Wherein, respond subsequently received conversation message according to session template and prompt the user with in session template
The problem arranged, including: subsequently received conversation message is carried out semantic analysis, obtains the second semanteme and retouch
State；If the first semantic description and the second semantic description show subsequently received conversation message and receive before
The topic belonging to conversation message different, then point out and whether terminate current sessions flow process, if identical, then continue
Perform to respond subsequently received conversation message according to session template and prompt the user with setting in session template
The step of problem；In the case of receiving the conversation message terminating session flow process, terminate session flow process,
Return to select, according to the first semantic description, the step of session template that pre-sets, otherwise continue executing with according to
Session template responds subsequently received conversation message and prompts the user with the problem of setting in session template
Step.
According to another aspect of the present invention, it is provided that a kind of device that online customer service is provided, including: first
Semantic module, for after setting up online customer service, carries out semantic analysis to the conversation message received,
Obtain the first semantic description；Select module, for selecting the session mould pre-set according to the first semantic description
Plate；Respond module, for responding subsequently received conversation message according to session template and prompting the user with meeting
The problem arranged in words template.
Wherein, above-mentioned selection module specifically for: search semantic with first in the session template pre-set
The session template that the maximum topic of relatedness is corresponding is described.
Further, said apparatus also includes: set up module, for carrying out the conversation message received
Before semantic analysis, corresponding session template, session template set up respectively in each topic contained for every kind of business packet
Include the problem relevant to topic and data message.
Wherein, above-mentioned respond module, including: reminding module, for subsequently received conversation message
Carry out semantic analysis, after obtaining the second semantic description, search and the second semantic description pair in session template
The data message of the topic answered, prompts the user with the topic data corresponding with the second semantic description, according to session
The prompting order of the problem defined in template prompts the user with problem.
Wherein, above-mentioned respond module includes: the second semantic module, for subsequently received session
Message carries out semantic analysis, obtains the second semantic description；Second reminding module, if for the first semantic description
With the second semantic description show subsequently received conversation message with the conversation message received before belonging to
Topic is different, then point out and whether terminate current sessions flow process, if identical, then continue executing with according to session template
Respond subsequently received conversation message and prompt the user with the step of the problem arranged in session template；Perform
Module, in the case of receiving the conversation message terminating session flow process, terminates session flow process, returns
Select the step of the session template pre-set according to the first semantic description, otherwise continue executing with according to session mould
Plate responds subsequently received conversation message and prompts the user with the step of the problem arranged in session template.
The scheme of the embodiment of the present invention, uses according to selecting the semantic analysis result of the conversation message received
In the session template pre-set performing online customer service so that online service can be seeked advice from needed for user
Topic carry out, and online customer service can answer more accurately user consulting problem, improve user's body
Test.
Accompanying drawing explanation
Fig. 1 is the flow chart of the method for the offer online customer service of the embodiment of the present invention 1；
Fig. 2 is the flow chart of the method for the offer online customer service of the embodiment of the present invention 2；
Fig. 3 is client's flow chart by online customer service counseling problem in the embodiment of the present invention 2；
Fig. 4 is the structured flowchart of the device of the offer online customer service of the embodiment of the present invention 3.
Detailed description of the invention
The theme seeked advice from around client to solve online customer service mode of the prior art not according to is carried out
Service, causes answering the problem that client's counseling problem accuracy rate is relatively low, the invention provides a kind of offer online
The method and device of customer service, below in conjunction with accompanying drawing and embodiment, is further elaborated to the present invention.
Should be appreciated that specific embodiment described herein, only in order to explain the present invention, does not limit the present invention.
Embodiment 1
During online customer service, the Semantic Coherence that a chat process of client is launched around a certain theme often
Conversation procedure, this process is typically introduced by opening remarks, topic, topic launches, topic terminates several link
Constitute.Opening remarks typically robot dishes out greeting, and it can be that client is for product or service that topic introduces
Consulting, topic stages of deployment client continue according to theme ask a question, chat robots is made step by step accordingly
Response, topic ending phase services with client or chat robots one reef knot bundle, based on this, the present embodiment
Propose the topic according to user's introducing according to the topic template pre-set to carry out online customer service.
Fig. 1 is the flow chart that the embodiment of the present invention 1 provides the method for online customer service, as it is shown in figure 1, the party
Method includes processing as follows:
Step 101: after setting up online customer service, carries out semantic analysis to the conversation message received, obtains
First semantic description；
Before this step 101, the method can also include:
Corresponding session template set up respectively in each topic contained for every kind of business packet, and session template includes and words
Inscribing relevant prompting problem and data message, wherein, the data message of topic is for responding what user proposed
Query, concrete, the query that the data message correspondence specified is specified can be set in session template, i.e.
When user proposes to specify query, corresponding data message can be searched in a template and come for user's clear one's mind of doubt.
Step 102: select the session template pre-set according to the first semantic description；
Preferably, select the session template pre-set according to topic, specifically may include that and pre-setting
Session template in search and the session template corresponding to topic of the first semantic description relatedness maximum.
Step 103: respond subsequently received conversation message according to session template and prompt the user with session mould
The problem arranged in plate.
Subsequently received conversation message is carried out semantic analysis, obtains the second semantic description；To follow-up
The conversation message received carries out semantic analysis, after obtaining the second semantic description, searches in session template
The topic data message corresponding with the second semantic description, prompts the user with the topic corresponding with the second semantic description
Data, prompt the user with problem according to the problem clew order defined in template.If the first semantic description and
Two semantic descriptions show subsequently received conversation message and the topic belonging to conversation message received before
Difference, then send prompting message, and whether prompting terminates current sessions flow process, if identical, then continue executing with by
Note words template responds subsequently received conversation message and prompts the user with the problem arranged in session template
Step；In the case of receiving the conversation message terminating session flow process, terminate session flow process, return to
Select the step of the session template pre-set according to the first semantic description, otherwise continue executing with according to session mould
Plate responds subsequently received conversation message and prompts the user with the step of the problem arranged in session template.
Embodiment 2
Below by way of disclosing more ins and outs, the processing method of the online customer service that the present invention provides is entered
Row further illustrates, and Fig. 2 is the flow chart of the method for the offer online customer service of the embodiment of the present invention 2, such as figure
Shown in 2, the method mainly comprises the steps:
Step S101, safeguards semantic web data and theme conversation template (i.e. session mould described in embodiment 1
Plate), generate corresponding data record；
Step S102, uses semantic analysis to resolve the chat topic implication that client introduces；
Step S103, according to the chat topic implication of client, from the theme conversation template of configuration, searches out
The session template high with the chat topic implication degree of association；
Step S104, launches chat topic, step by step with client according to adaptive session template-directed client
Chat is mutual, until topic terminates.
Specifically, formulating some theme conversation templates for liaison centre every kind business (can be manual type
Create or system summed up automatically by continuous self-teaching), the chat words that client is introduced by chat robots
Topic carries out semantic analysis, mates the theme conversation template that a relatedness is the highest, launches topic according to session
The step of template, guides client's chat, step by step until topic terminates.
Especially, if in step D interaction not at the end of, client attempts to be switched to new chat
During topic, can be confirmed whether to terminate this topic with client, if client confirms to terminate, then FEFO is originally
Secondary topic, repeats step C and step D further according to new topic, otherwise continues this topic mutual.
Below by customer inquiries with buy as a example by 4G cell phone, the present embodiment online is provided online customer service
Method is illustrated book:
Confirm that client has the meaning of purchase 4G cell phone when the message inputting the client received carries out semantic analysis
To, and after searching the theme conversation model of coupling, topic launches detailed process as shown in Figure 3:
Step S301, system counsel user desired 4G cell phone Price Range.Such as, " you are good！May I ask
You want the 4G cell phone bought about how many units？”；
Step S302, client replies receivable price range.Such as, " I wants to buy the hands of about 2,000 yuan
Machine "；
Step S303, systematic search goes out to meet the mobile phone model of user's condition, and each mobile phone details is shown
To user, display form does not limits, and can be one section of description that both pictures and texts are excellent, can comprise details and introduce
Web page interlinkage etc..
Step S304, system continues which kind of mobile phone inquiry client takes a fancy to.Such as, " you are good！May I ask you to think
Buy which kind of mobile phone above？”；
Step S305, after client understands details, answers interested in certain mobile phone therein.Such as, " I
May wish to a XX (certain model mobile phone that XX acute pyogenic infection of finger tip here is concrete) "；
Step S306, system continues to examine some other problemses for this mobile phone and (such as, determines client's
Color demand.Such as, " this phone housing has white, blueness, red three kinds of colors, and which you like
Plant color？”；
Step S307, client provides answer.Such as, " will white this！”；
Step S308, system interrogation user buys mobile phone the most immediately, if client is ready to buy, then redirects
To S310, otherwise jump to step 309.
Step S309, client determine place an order, system automatic jumps to online shopping mall, this kind of mobile phone automatically into
The Network Shopcart of client, user continues executing with purchase mobile phone operation.
Step S310, this chat topic terminates.Follow-up, client may terminate whole online service, or
Introduce other chat topic.
The present embodiment additionally provides the device for realizing providing the method for online customer service, as it is shown on figure 3, should
Device includes: semantic net module, semantic module, semantic search engine, theme conversation template configuration mould
Block, automatic-answering back device module.
Semantic net module, is the foundation of semantic analysis and semantic search, is used for configuring and safeguard and in the contact understands tacitly
Domain knowledge body, world knowledge body and theme conversation scene stencil body, and the semantic pass between body
System.
Semantic module, mainly has two effects, one be chat theme that client is introduced by participle,
The means such as feature extraction, syntactic analysis carry out semantic analysis, change into the language that semantic search engine can identify
Justice describes；Two is in the middle of chat topic expansion process, and the chat text of client's input is carried out semantic analysis,
Change into the semantic description that semantic search engine can identify.
Semantic search module, mainly has two effects, after chat subject analysis is processed by one according to system
Semantic description, searches out the theme conversation template that relatedness is strong.Two is in the middle of chat topic expansion process, as
Fruit find client problem can by search ontologies (such as passage illustrate, one introduce article)
Answer, then found the answer matched by semantic search engine, and extract and ranked candidate answer,
To user feedback optimum answer and suggestion.
Theme conversation configuration module: for configuring the some theme meetings corresponding with safeguarding liaison centre's miscellaneous service
Words template.Can be manual type editor and amendment template, it is also possible to be that the mode of systematic training is summed up automatically,
Such as system on human machine historical session data analysis and association mining, extract feature, automatically builds and improve main
Topic session template, the analysis template that systematic training mode is given manually can increase or delete, if it is desired that sentence
Fixed degree is more and more accurate, then need constantly to improve theme conversation template.
Automatic-answering back device module: topic launch process each step excessively in, what client was sent by system disappears
Breath, such as, chat text makes corresponding response.Response mode is not limited to one, can be to return one section
Explanatory note, the link of one article of display, call an interface and take and return and call result, or point out
User leaves a message, and turns manual service etc..
Embodiment 3
Present embodiments providing a kind of device providing online customer service, this device is used for realizing above-described embodiment 1
And the method for the offer online customer service proposed in embodiment 2, it should be noted that this device and embodiment
Although the device structure provided in 2 is different, but is used to realize identical method, therefore, this device can wrap
Including the operational blocks which partition system of offer online customer service device in above-described embodiment 2, Fig. 4 is the embodiment of the present invention 3
Thering is provided the structured flowchart of device of online customer service, as shown in Figure 4, this device 40 includes following ingredient:
First semantic module 41, for after setting up online customer service, is carried out the conversation message received
Semantic analysis, obtains the first semantic description；
Select module 42, for selecting the session template pre-set according to the first semantic description；
Respond module 43, for responding subsequently received conversation message according to session template and prompting the user with
The problem arranged in session template.
Wherein, above-mentioned selection module 42 specifically for: search with first in the session template pre-set
The session template that the maximum topic of semantic description relatedness is corresponding.
Further, said apparatus 40 can also include: sets up module, for the session received
Before message carries out semantic analysis, corresponding session template set up respectively in each topic contained for every kind of business packet,
Session template includes the prompting problem relevant to topic and data message.
Wherein, above-mentioned respond module 43, specifically may include that reminding module, for subsequently received
Conversation message carry out semantic analysis, after obtaining the second semantic description, search with second in session template
The data message of the topic that semantic description is corresponding, prompts the user with the topic data corresponding with the second semantic description,
Problem is prompted the user with according to the prompting order of the problem defined in session template.
Additionally, above-mentioned respond module 43 can also include: the second semantic module, for rear continued access
The conversation message received carries out semantic analysis, obtains the second semantic description；Second reminding module, if for the
One semantic description and the second semantic description show subsequently received conversation message and the session received before
Topic belonging to message is different, then send prompting message, and whether prompting terminates current sessions flow process, if identical,
Then continue executing with and respond subsequently received conversation message according to session template and prompt the user with session template
The step of the problem of middle setting；Perform module, in the feelings receiving the conversation message terminating session flow process
Under condition, terminate session flow process, return to select according to the first semantic description the step of the session template pre-set
Suddenly, otherwise continue executing with and respond subsequently received conversation message according to session template and prompt the user with session
The step of the problem arranged in template.
The technical scheme that the embodiment of the present invention provides, liaison centre's online customer service not only chat text to client
Implication understand and automatic-answering back device is more accurate, and chat process exchanges naturally more like interpersonal,
Rather than the mechanical type question and answer between people and machine, it is greatly promoted the Consumer's Experience effect of liaison centre's online customer service
Really, preferably experience is brought to client.
Although being example purpose, having been disclosed for the preferred embodiments of the present invention, those skilled in the art will
It is also possible for recognizing various improvement, increasing and replace, therefore, on the scope of the present invention should be not limited to
State embodiment.
Claims (10)
1. the method that online customer service is provided, it is characterised in that including:
After setting up online customer service, the conversation message received is carried out semantic analysis, obtain the first semanteme and retouch
State；
The session template pre-set is selected according to described first semantic description；
Respond subsequently received conversation message according to described session template and prompt the user with described session mould
The problem arranged in plate.
Method the most according to claim 1, it is characterised in that described retouch according to described first semanteme
State the session template selecting to pre-set, including:
The topic pair maximum with described first semantic description relatedness is searched in the session template pre-set
The session template answered.
Method the most according to claim 1, it is characterised in that described method also includes:
Before the conversation message received is carried out semantic analysis, each topic difference contained for every kind of business packet
Setting up corresponding session template, described session template includes the problem relevant to topic and data message.
Method the most according to claim 3, it is characterised in that described according to described session template sound
Answer subsequently received conversation message and prompt the user with the problem arranged in described session template, including:
After subsequently received conversation message being carried out semantic analysis and obtains the second semantic description, described
Session template is searched the data message of the topic corresponding with described second semantic description, prompts the user with and institute
State the topic data that the second semantic description is corresponding, according to the prompting order of the problem defined in described session template
Prompt the user with problem.
5. according to the method described in Claims 1-4 any one, it is characterised in that described according to institute
State session template respond subsequently received conversation message and prompt the user with setting in described session template
Problem, including:
Subsequently received conversation message is carried out semantic analysis, obtains the second semantic description；
If described first semantic description and described second semantic description show subsequently received conversation message with
Topic belonging to the conversation message before received is different, then point out and whether terminate current sessions flow process, if phase
With, then continue executing with and respond subsequently received conversation message according to described session template and prompt the user with institute
State the step of the problem arranged in session template；
In the case of receiving the conversation message terminating session flow process, terminate session flow process, return to basis
Described first semantic description selects the step of the session template pre-set, and otherwise continues executing with according to described meeting
Words template responds subsequently received conversation message and prompts the user with the problem arranged in described session template
Step.
6. the device that online customer service is provided, it is characterised in that including:
First semantic module, for after setting up online customer service, carries out language to the conversation message received
Justice is analyzed, and obtains the first semantic description；
Select module, for selecting the session template pre-set according to described first semantic description；
Respond module, for responding subsequently received conversation message according to described session template and carrying to user
Show the problem arranged in described session template.
Device the most according to claim 6, it is characterised in that described selection module specifically for:
The topic pair maximum with described first semantic description relatedness is searched in the session template pre-set
The session template answered.
Device the most according to claim 6, it is characterised in that described device also includes:
Set up module, for before the conversation message received is carried out semantic analysis, for every kind of business packet
The session template of correspondence set up respectively in each topic contained, and described session template includes the problem relevant to topic
And data message.
Device the most according to claim 8, it is characterised in that described respond module, including:
Reminding module, for subsequently received conversation message is being carried out semantic analysis, obtains second semantic
After description, described session template is searched the data message of the topic corresponding with described second semantic description,
Prompt the user with the topic data corresponding with described second semantic description, defined in described session template
The prompting order of problem prompts the user with problem.
10. according to the device described in claim 6 to 9 any one, it is characterised in that described response mould
Block includes:
Second semantic module, for subsequently received conversation message is carried out semantic analysis, obtains the
Two semantic descriptions；
Second reminding module, if showing rear continued access for described first semantic description and described second semantic description
Whether the conversation message received is different from the topic belonging to the conversation message received before, then point out and terminate to work as
Front session flow process, if identical, then continue executing with and disappears according to the subsequently received session of response of described session template
Cease and prompt the user with the step of the problem arranged in described session template；
Perform module, in the case of receiving the conversation message terminating session flow process, terminate session stream
Journey, returns the step selecting the session template pre-set according to described first semantic description, otherwise continues to hold
Row responds subsequently received conversation message according to described session template and prompts the user with described session template
The step of the problem of middle setting.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510336328.5A CN106326227A (en) | 2015-06-17 | 2015-06-17 | Method and device for providing online customer service |
| PCT/CN2015/090187 WO2016201815A1 (en) | 2015-06-17 | 2015-09-21 | Method and apparatus for providing online customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510336328.5A CN106326227A (en) | 2015-06-17 | 2015-06-17 | Method and device for providing online customer service |
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| CN106326227A true CN106326227A (en) | 2017-01-11 |
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ID=57544835
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510336328.5A Withdrawn CN106326227A (en) | 2015-06-17 | 2015-06-17 | Method and device for providing online customer service |
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| CN (1) | CN106326227A (en) |
| WO (1) | WO2016201815A1 (en) |
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| TWI673661B (en) * | 2017-11-14 | 2019-10-01 | 財團法人資訊工業策進會 | Method and system for automatically establishing intelligent assistant |
| CN110516052A (en) * | 2019-07-28 | 2019-11-29 | 厦门快商通科技股份有限公司 | Robot question and answer exchange method, system and robot |
| CN111212190A (en) * | 2019-12-20 | 2020-05-29 | 北京淇瑀信息科技有限公司 | Conversation management method, device and system based on conversation strategy management |
| CN111400465A (en) * | 2020-02-25 | 2020-07-10 | 支付宝(杭州)信息技术有限公司 | Generation method and device of customer service robot, electronic equipment and medium |
| CN112185383A (en) * | 2020-09-30 | 2021-01-05 | 深圳供电局有限公司 | Processing method and system for customer service return visit |
| CN112311561A (en) * | 2019-07-26 | 2021-02-02 | 阿瓦亚管理有限合伙公司 | Enhanced digital messaging |
| CN113705186A (en) * | 2021-07-22 | 2021-11-26 | 上海原圈网络科技有限公司 | Automatic reply method and device under message semantic analysis |
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| US11551804B2 (en) | 2017-05-11 | 2023-01-10 | Microsoft Technology Licensing, Llc | Assisting psychological cure in automated chatting |
| CN108415932B (en) * | 2018-01-23 | 2023-12-22 | 思必驰科技股份有限公司 | Man-machine conversation method and electronic equipment |
| CN109120672A (en) * | 2018-07-19 | 2019-01-01 | 广州市安服星网络科技有限公司 | A kind of intelligent customer service system |
| CN111831875A (en) * | 2019-04-11 | 2020-10-27 | 阿里巴巴集团控股有限公司 | Data processing method, device, equipment and storage medium |
| CN113743956A (en) * | 2021-08-18 | 2021-12-03 | 郑州时空隧道信息技术有限公司 | System and method for on-line customer service instant chat |
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