CN109151008A - A kind of human-computer dialogue flow control method and system of unaware - Google Patents
A kind of human-computer dialogue flow control method and system of unaware Download PDFInfo
- Publication number
- CN109151008A CN109151008A CN201810901720.3A CN201810901720A CN109151008A CN 109151008 A CN109151008 A CN 109151008A CN 201810901720 A CN201810901720 A CN 201810901720A CN 109151008 A CN109151008 A CN 109151008A
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- customer service
- artificial
- service system
- user
- wish
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
-
- 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
- G06Q30/01—Customer relationship services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/148—Migration or transfer of sessions
Abstract
The invention discloses a kind of human-computer dialogue flow control methods of unaware, comprising the following steps: (1) busy extent of the artificial customer service system of intelligent customer service system real-time detection obtains reception threshold values.(2) user enters the initiation session of intelligent customer service system.(3) intelligent customer service system calls response engine, responds to the problem of user.(4) intelligent customer service system, which is called, turns manually to be intended to judgement service, according to the context that user seeks advice from, judges whether this user has a turn artificial wish, obtains artificial wish score.(5) intelligent customer service system, the result of comprehensive response engine, the busy extent for turning the artificial result for being intended to judge and artificial customer service system, i.e. compared with wish point, wish point height then provides user and answers accordingly and the channel of artificial customer service reception threshold values.Intelligent customer service system foundation session features information, judges whether user needs to turn artificial wish, and smooth providing turns artificial channel.
Description
Technical field
The present invention relates to artificial intelligence field, the human-computer dialogue flow control method and system of specifically a kind of unaware.
Background technique
With the development of the network technology, internet provides convenient and fast service to people's lives communication etc..Especially net
Network consumption market blowout development, businessman enterprise need to solve the problems, such as that consumer is a large amount of in time, and needs 7 X 24 hours round-the-clock
Service, thus intelligent customer service arises.But with the variability of business, operation flow is also become more complicated, intelligence visitor
Clothes are not enough to timely update knowledge base or the problem of be insufficient for complicated demand, cannot be better understood from client, and response is accurate
Rate is low, it is necessary to guide customer service to artificial customer service and handle.Since current intelligent customer service and artificial customer service are mutually independent system
System, does not know behavior of the user in system each other mutually, when causing user to service switching in systems, occurs artificial busy
User can not be received to need to wait, manually do not know that user's particular problem needs a series of problems, such as re-prompting.
Summary of the invention
The purpose of the present invention is to provide a kind of human-computer dialogue flow control method and systems of unaware, to solve above-mentioned background
The problem of being proposed in technology.
To achieve the above object, the invention provides the following technical scheme:
A kind of human-computer dialogue flow control method of unaware, comprising the following steps:
(1) busy extent of the artificial customer service system of intelligent customer service system real-time detection obtains reception threshold values.
(2) user enters the initiation session of intelligent customer service system.
(3) intelligent customer service system calls response engine, responds to the problem of user.
(4) intelligent customer service system, which is called, turns manually to be intended to judgement service, according to the context that user seeks advice from, judges this use
Whether family has the wish for turning artificial, obtains artificial wish score.
(5) intelligent customer service system, the result of comprehensive response engine turn the artificial result and artificial customer service system for being intended to judgement
Busy extent, i.e., compared with reception threshold values and wish point, wish point height then provides user and answers accordingly to be led to artificial customer service
Road, it is busy without turn artificial wish or artificial customer service, artificial customer service channel is not provided.
(6) if user obtained intelligent customer service system to artificial customer service system channel, transfer into artificial customer service system,
Artificial customer service can then be seeked advice from.
(7) after artificial customer service system reception user, the problem of user seeked advice from is obtained to intelligent customer service system immediately, and
The recommendation response of intelligent customer service.
A kind of human-computer dialogue flow control system of unaware, which is characterized in that including intelligent customer service system and artificial customer service system
System, wherein intelligent customer service system includes answer service, turns artificial intention judgement service and artificial customer service state collector；Artificial visitor
Dress system includes man-machine auxiliary and manual answering.
Compared with prior art, the beneficial effects of the present invention are:
1, intelligent customer service system and manual system customer service data communication are got through.
2, intelligent customer service system foundation session features information, judges whether user needs to turn artificial wish, and smooth gives
Turn artificial channel out, avoids user from not needing to turn artificial and user is reminded to turn artificial, influence user experience.
3, artificial customer service system is according to current customer service number, customer service can the amount of reception, be currently lined up number, the letter such as buffer queue number
Breath, dynamically calculates system busy extent, refers to for external system as behavior, and the busy user of artificial customer service is avoided to enter manually
Situations such as customer service cannot but service in time appearance.
4, when artificial customer service response customer problem, intelligent customer service system gives artificial customer service that corresponding answer is recommended to talk about art simultaneously,
Make artificial customer service that there is more professional service, improves efficiency.
Detailed description of the invention
Fig. 1 is the schematic diagram of a kind of human-computer dialogue flow control method of unaware.
Fig. 2 is the structural schematic diagram of intelligent customer service system in a kind of human-computer dialogue flow control system of unaware.
Fig. 3 is the structural schematic diagram of artificial customer service system in a kind of human-computer dialogue flow control system of unaware.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall within the protection scope of the present invention.
Referring to Fig. 1, in the embodiment of the present invention, a kind of human-computer dialogue flow control method of unaware, comprising the following steps:
(1) busy extent of the artificial customer service system of intelligent customer service system real-time detection obtains reception threshold values.
(2) user enters the initiation session of intelligent customer service system.
(3) intelligent customer service system calls response engine, responds to the problem of user.
(4) intelligent customer service system, which is called, turns manually to be intended to judgement service, according to the context that user seeks advice from, judges this use
Whether family has the wish for turning artificial, obtains artificial wish score.
(5) intelligent customer service system, the result of comprehensive response engine turn the artificial result and artificial customer service system for being intended to judgement
Busy extent, i.e., compared with reception threshold values and wish point, wish point height then provides user and answers accordingly to be led to artificial customer service
Road (busy without turn artificial wish or artificial customer service, not provide artificial customer service channel).
(6) if user obtained intelligent customer service system to artificial customer service system channel, transfer into artificial customer service system,
Artificial customer service can then be seeked advice from.
(7) after artificial customer service system reception user, the problem of user seeked advice from is obtained to intelligent customer service system immediately, and
The recommendation response of intelligent customer service.
It is the intelligent customer service system in a kind of human-computer dialogue flow control system of unaware and artificial customer service system shown in Fig. 2-3
System, in which:
Answer service: intelligent customer service identifies the intention of user's consulting, according to knowledge base, carries out targetedly question response, simultaneously
Retain the context of user's consulting.
Turn artificial and be intended to judgement service: according to the current Judgment by emotion of the context of user session, user, consulting channel,
The conditions such as the business of consulting and current business dependency rule, algorithm judge whether user has intention manual service, obtain wish
Point.
Artificial customer service state collector: dynamically obtaining the tool of artificial customer service system busy extent, obtains reception threshold values.
In artificial customer service system, according to customer service can receive session number, can wiring customer service number, user be lined up the conditions such as number, buffer queue number,
Calculate the busy degree of artificial customer service.
Man-machine auxiliary: user can will call the response engine of intelligent customer service system when seeking advice from artificial customer service,
Provide corresponding recommendation response.Whether artificial customer service can be according to concrete scene using response is recommended, so that manual service is more special
Industry, and improve customer service efficiency.
Manual answering: the problem of artificial customer service response user proposes.
Intelligent customer service system and artificial customer service system depth is needed to combine in the present invention, intelligent water conservancy diversion, if to turn artificial and hand over
It is determined with user；Man-machine auxiliary, to manually provide standard response.Similar, intelligent customer service system judges that user needs to turn artificial,
It can be directly transferred to artificial customer service system, without the decision of user.
It is obvious to a person skilled in the art that invention is not limited to the details of the above exemplary embodiments, Er Qie
In the case where without departing substantially from spirit or essential attributes of the invention, the present invention can be realized in other specific forms.Therefore, no matter
From the point of view of which point, the present embodiments are to be considered as illustrative and not restrictive, and the scope of the present invention is by appended power
Benefit requires rather than above description limits, it is intended that all by what is fallen within the meaning and scope of the equivalent elements of the claims
Variation is included within the present invention.Any reference signs in the claims should not be construed as limiting the involved claims.
In addition, it should be understood that although this specification is described in terms of embodiments, but not each embodiment is only wrapped
Containing an independent technical solution, this description of the specification is merely for the sake of clarity, and those skilled in the art should
It considers the specification as a whole, the technical solutions in the various embodiments may also be suitably combined, forms those skilled in the art
The other embodiments being understood that.
Claims (2)
1. a kind of human-computer dialogue flow control method of unaware, which comprises the following steps:
(1) busy extent of the artificial customer service system of intelligent customer service system real-time detection obtains reception threshold values；
(2) user enters the initiation session of intelligent customer service system；
(3) intelligent customer service system calls response engine, responds to the problem of user；
(4) intelligent customer service system, which is called, turns manually to be intended to judgement service, according to the context that user seeks advice from, judges that this user is
It is no to have the wish for turning artificial, obtain artificial wish score；
(5) intelligent customer service system, the result of comprehensive response engine turn the numerous of the artificial result for being intended to judgement and artificial customer service system
Compared with wish point, wish point height then provides user and answers accordingly and the channel of artificial customer service, nothing for the degree of hurrying, i.e. reception threshold values
Turn artificial wish or artificial customer service is busy, does not provide artificial customer service channel；
(6) if user obtained intelligent customer service system to artificial customer service system channel, transfer into artificial customer service system, then consult
Ask artificial customer service；
(7) after artificial customer service system reception user, the problem of user seeked advice from, and intelligence are obtained to intelligent customer service system immediately
The recommendation response of customer service.
2. a kind of a kind of system of the human-computer dialogue flow control method of unaware as described in claim 1, which is characterized in that including
Intelligent customer service system and artificial customer service system, wherein intelligent customer service system include answer service, turn it is artificial be intended to judgement service and
Artificial customer service state collector；Artificial customer service system includes man-machine auxiliary and manual answering.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201810901720.3A CN109151008A (en) | 2018-08-09 | 2018-08-09 | A kind of human-computer dialogue flow control method and system of unaware |
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| CN201810901720.3A CN109151008A (en) | 2018-08-09 | 2018-08-09 | A kind of human-computer dialogue flow control method and system of unaware |
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Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN110035187A (en) * | 2019-04-16 | 2019-07-19 | 浙江百应科技有限公司 | A method of realizing AI and operator attendance seamless switching in the phone |
| CN110535752A (en) * | 2019-08-26 | 2019-12-03 | 南京睿数网络科技有限公司 | A kind of intelligent Answer System and method based on wechat public platform |
| CN111405129A (en) * | 2020-03-12 | 2020-07-10 | 中国建设银行股份有限公司 | Intelligent outbound risk monitoring method and device |
| CN111914075A (en) * | 2020-08-06 | 2020-11-10 | 平安科技（深圳）有限公司 | Customer label determination method, device, equipment and medium based on deep learning |
| CN113065362A (en) * | 2021-03-19 | 2021-07-02 | 联想(北京)有限公司 | Intelligent reply method and device |
| CN115879683A (en) * | 2022-02-10 | 2023-03-31 | 北京中关村科金技术有限公司 | Method and device for switching intelligent customer service into artificial customer service and storage medium |
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