CN109389425A - A kind of intelligent customer service system of combinatorial artificial and AI - Google Patents
A kind of intelligent customer service system of combinatorial artificial and AI Download PDFInfo
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- CN109389425A CN109389425A CN201811117336.0A CN201811117336A CN109389425A CN 109389425 A CN109389425 A CN 109389425A CN 201811117336 A CN201811117336 A CN 201811117336A CN 109389425 A CN109389425 A CN 109389425A
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- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention discloses the intelligent customer service systems of a kind of combinatorial artificial and AI, including data processing centre, the data processing centre includes data receipt unit, data extracting unit, data record unit, data processing unit and data transmission unit, the data processing centre connecting pin is equipped with user feedback end, and data processing centre's output end is respectively equipped with management and monitoring end and database.The present invention is by being equipped with data extracting unit and data record unit, the number and ratio of data record unit record different user inquiry problem are transmitted to management and monitoring end after being counted, staff can be carried out checking that different artificial customer services are evaluated score, field feedback by management and monitoring end, so as to constantly be promoted and improved, it puts question to the higher problem of accounting that can carry out a variety of answers user and transmits answer content to database, to guarantee the answer that can have different options to the different user being related in more problem.
Description
Technical field
The present invention relates to customer service system, in particular to the intelligent customer service system of a kind of combinatorial artificial and AI.
Background technique
Customer service is all be unable to do without in current biggish development Process of Enterprises, by customer service and the communication of user and exchange solution objective
Family demand, enterprise could obtain better development, but the processing of all users consulting, be dependent on artificial with customer service staff
Processing can carry out very big pressure to customer service work belt in the case where consulting amount is big, meanwhile, the consulting of user often has many total
Property, in this case, if only by manual answering, that is, it will lead to that working efficiency is low, so present AI customer service
The use of system is not more and more, but current AI customer service system is for only one answer of similar problem, but not
Different with the personal considerations of user, identical problem may also can have different needs, and so cannot preferably solve user institute
It needs, therefore, the intelligent customer service system for inventing a kind of combinatorial artificial and AI is necessary to solve the above problems.
Summary of the invention
The purpose of the present invention is to provide the intelligent customer service systems of a kind of combinatorial artificial and AI, extract list by being equipped with data
Member and data record unit, the number and ratio of data record unit record different user inquiry problem are transmitted to after being counted
Management and monitoring end, staff can be carried out checking that different artificial customer services are evaluated score, user feedback letter by management and monitoring end
Breath puts question to the higher problem of accounting that can carry out a variety of answers simultaneously user so as to constantly be promoted and improved
Transmission answer content is to database, to guarantee the solution that can have different options to the different user being related in more problem
Answer, the answer needed for oneself can be obtained faster, with solve the problems, such as current AI customer service system for it is similar only one
Answer, but the personal considerations of different user are different, identical problem may also can have different needs, so cannot be preferable
It solves the problems, such as needed for user.
To achieve the above object, the invention provides the following technical scheme: the intelligent customer service system of a kind of combinatorial artificial and AI,
Including data processing centre, the data processing centre include data receipt unit, data extracting unit, data record unit,
Data processing unit and data transmission unit, the data processing centre connecting pin are equipped with user feedback end, the data processing
Center output end is respectively equipped with management and monitoring end and database, and the data processing centre is communicated with multiple people by transmission cable
Work processing platform, the user feedback end include that user selects option, user's evaluation module and user feedback module.
Preferably, the data receipt unit is connected to user feedback end by Ethernet, and the data receipt unit is defeated
Outlet is respectively equipped with data extracting unit and data record unit, and the data extracting unit is mutually interconnected with data record unit
Logical, the data extracting unit output end is equipped with data processing unit, and the data processing unit output end is transmitted equipped with data
Unit.
Preferably, the data processing unit includes CPU processor, data memory module and control unit, the data
Processing unit is connected to artificial treatment platform, and the data transmission unit is supervised with user feedback end, management respectively by Ethernet
Control end is connected to artificial treatment platform.
Preferably, the management and monitoring end includes that scoring checks that module, control option mod, data check module and data
Update/replacement module, the control option mod are set as the computer of control system work, and the computer includes that password is tested
It demonstrate,proves module and is used for access control system staff's identity.
Preferably, the database connecting pin is equipped with cloud database, and the database is used to store and more new data, and
Cloud database can be sent data to.
Preferably, the artificial treatment platform quantity is set as multiple and multiple artificial treatment platforms different volumes respectively
Number.
Preferably, it includes manual answering's option and intelligent Answering option, the intelligent Answering choosing that the user, which selects option,
Item is set as default priority selection, and manual answering's option is used for the transmission of voice, picture or text.
The present invention also provides a kind of work step of the intelligent customer service system of combinatorial artificial and AI, specific steps are as follows:
Step 1: user according to demands of individuals by user select option in intelligent Answering option transmission needed for solve the problems, such as,
It is required to solve the problems, such as that data receipt unit receives data and extracted by data after being transmitted to data processing centre by user feedback end
In the title of the key words are asked in unit extraction, keyword are transmitted to data processing unit, data processing unit is closed by extracting in database
Answer corresponding to keyword is simultaneously transmitted to data transmission unit, and data transmission unit is by answer feedback to user feedback end；
Step 2: manual answering's option in option can be selected to select by user when user is dissatisfied for feedback answer
Artificial to solve, data processing centre receives after artificial repeat back is transmitted at user feedback end and is connected at user feedback end arbitrarily
Not in the artificial treatment platform of working condition, carried out by the human customer of artificial treatment platform and the user at user feedback end direct
Communication exchange；
Step 3: user can comment manual answering or can only answer by user's evaluation module after obtaining answer
Point, and the information thinking personally deficiency or being promoted can be fed back by user feedback module；
Step 4: the number and ratio of the intracardiac data record unit record different user inquiry problem of Data processing carry out
It is transmitted to management and monitoring end after statistics, staff can be carried out checking that by management and monitoring end, different artificial customer services are evaluated point
Number, field feedback, so as to constantly be promoted and improved, to for the answer of user feedback intelligence viciously
Side can also be corrected in time, while can check that data record unit transmits data, relatively high to accounting for for user's enquirement
The problem of can carry out a variety of answers and transmit answer content to database；
Step 5: database purchase is by the corresponding answer of the different problems of management and monitoring end transmission, when partial data long-time
Corresponding data are transmitted to cloud memory by database when being not extracted by, it is ensured that space can be such that system perfection transports in database
Row.
Technical effect and advantage of the invention:
1, by being equipped with data extracting unit and data record unit, data record unit records different user and inquires problem
Number and ratio counted after be transmitted to management and monitoring end, staff can be carried out checking different people by management and monitoring end
Work customer service is evaluated score, field feedback, so as to constantly be promoted and improved, for user put question to accounting compared with
High problem can carry out a variety of answers and transmit answer content to database, so that guaranteeing can be to being related in more problem
Different user have the answers of different options, the answer needed for oneself can be obtained faster；
2, by being equipped with user's evaluation module and user feedback module, user can be by user's evaluation mould after obtaining answer
Block scores to manual answering or can only answer, and can be fed back by user feedback module and think personally deficiency or can
With the information of promotion, making personnel can be carried out checking that different artificial customer services are evaluated score, user feedback letter by management and monitoring end
Breath, can also be timely to place vicious for user feedback intelligence answer so as to constantly be promoted and improved
It is corrected；
3, cloud database is equipped with by database connecting pin, database purchase transmits different problems pair by management and monitoring end
The answer answered, when partial data is not extracted by for a long time, corresponding data are transmitted to cloud memory by database, it is ensured that number
System perfection can be made to run according to space in library.
Detailed description of the invention
Fig. 1 is overall structure schematic diagram of the invention；
Fig. 2 is data processing centre's schematic diagram of the invention；
Fig. 3 is user feedback end schematic diagram of the invention；
Fig. 4 is management and monitoring end schematic diagram of the invention；
In figure: 1 data processing centre, 11 data receipt units, 12 data extracting units, 13 data record units, 14 numbers
Module, 32 control option moulds are checked according to processing unit, 15 data transmission units, 2 user feedback ends, 3 management and monitoring ends, 31 scorings
Block, 33 data check that module, 34 data updates/replacement module, 4 databases, 5 artificial treatment platforms, 6 users select option, 61
Manual answering's option, 62 intelligent Answering options, 7 user's evaluation modules, 8 user feedback modules.
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.
Embodiment one:
The present invention provides the intelligent customer service systems of a kind of combinatorial artificial and AI as shown in Figs 1-4, including data processing
Center 1, the data processing centre 1 include data receipt unit 11, data extracting unit 12, data record unit 13, data
Processing unit 14 and data transmission unit 15,1 connecting pin of data processing centre is equipped with user feedback end 2, at the data
1 output end of reason center is respectively equipped with management and monitoring end 3 and database 4, and the data processing centre 1 is communicated with by transmission cable
Multiple artificial treatment platforms 5, the user feedback end 2 include that user selects option 6, user's evaluation module 7 and user feedback mould
Block 8.
The data receipt unit 11 is connected to user feedback end 2 by Ethernet, and the data receipt unit 11 exports
End is respectively equipped with data extracting unit 12 and data record unit 13,13 phase of the data extracting unit 12 and data record unit
Intercommunicated, 12 output end of data extracting unit is equipped with data processing unit 14, and 14 output end of data processing unit is set
There is data transmission unit 15.
The data processing unit 14 includes CPU processor, data memory module and control unit, the data processing list
Member 14 is connected to artificial treatment platform 5, and the data transmission unit 15 is supervised with user feedback end 2, management respectively by Ethernet
Control end 3 is connected to artificial treatment platform 5.
The present embodiment is the utility model has the advantages that data record unit 13 records the number of different user inquiry problem and ratio is united
It is transmitted to management and monitoring end 3 after meter, staff can be carried out checking that by management and monitoring end 3, different artificial customer services are evaluated point
Number, field feedback put question to the higher problem of accounting can be into user so as to constantly be promoted and improved
The a variety of answers of row simultaneously transmit answer content to database 4, to guarantee can have to the different user being related in more problem
The answer of different options can obtain the answer needed for oneself faster.
Embodiment two:
4 connecting pin of database is equipped with cloud database, and the database 4, and can be with for storing and more new data
Send data to cloud database.
5 quantity of artificial treatment platform is set as multiple and multiple artificial treatment platforms 5 different numbers respectively.
The present embodiment works as portion the utility model has the advantages that the storage of database 4 transmits the corresponding answer of different problems by management and monitoring end 3
Corresponding data are transmitted to cloud memory by database 4 when divided data is not extracted by for a long time, it is ensured that space can in database 4
So that system perfection is run.
Embodiment three:
The management and monitoring end 3 includes that scoring checks that module 31, control option mod 32, data check module 33 and data
Update/replacement module 34, the control option mod 32 are set as the computer of control system work, and the computer includes close
Code authentication module is used for access control system staff's identity.
It includes manual answering's option 61 and intelligent Answering option 62, the intelligent Answering option that the user, which selects option 6,
62 are set as default priority selection, and manual answering's option 61 is used for the transmission of voice, picture or text.
The present embodiment is the utility model has the advantages that user can be by user's evaluation module 7 to manual answering or can only after obtaining answer
Answer is scored, and can feed back the information thinking personally deficiency or being promoted by user feedback module 8, makees people
Member can be carried out checking that different artificial customer services are evaluated score, field feedback by management and monitoring end 3, so as to carry out not
Disconnected promotion and progress can also correct place vicious for user feedback intelligence answer in time.
Example IV:
The present invention also provides a kind of work step of the intelligent customer service system of combinatorial artificial and AI, specific steps are as follows:
Step 1: user is selected to solve to ask needed for intelligent Answering option 62 transmits in option 6 according to demands of individuals by user
Topic, it is required to solve the problems, such as that data receipt unit 11 receives data and by counting after being transmitted to data processing centre 1 by user feedback end 2
In the title of the key words are asked according to the extraction of extraction unit 12, keyword are transmitted to data processing unit 14, data processing unit 14 is by counting
Answer and it is transmitted to data transmission unit 15 corresponding to keyword according to extracting in library 4, data transmission unit 15 is by answer feedback
To user feedback end 2；
Step 2: manual answering's option 61 in option 6 can be selected by user when user is dissatisfied for feedback answer
Selection is artificial to be solved, and data processing centre 1, which receives after artificial repeat back is transmitted at user feedback end 2, connects user feedback end 2
It is connected to appoint and is not intended to the artificial treatment platform 5 of working condition, human customer and user feedback end 2 by artificial treatment platform 5
User carries out direct communication exchange；
Step 3: user can comment manual answering or can only answer by user's evaluation module 7 after obtaining answer
Point, and the information thinking personally deficiency or being promoted can be fed back by user feedback module 8；
Step 4: data record unit 13 records the number and ratio of different user inquiry problem in data processing centre 1
Management and monitoring end 3 is transmitted to after being counted, staff can be carried out checking that different artificial customer services are commented by management and monitoring end 3
Valence score, field feedback, so as to constantly be promoted and improved, to wrong for user feedback intelligence answer
Place can also be corrected in time, while can check data record unit 13 transmit data, to for user put question to account for
Relatively high problem can carry out a variety of answers and transmit answer content to database 4；
Step 5: the storage of database 4 transmits the corresponding answer of different problems by management and monitoring end 3, when partial data is long
Between when being not extracted by database 4 corresponding data are transmitted to cloud memory, it is ensured that space can make system complete in database 4
U.S. operation.
Finally, it should be noted that the foregoing is only a preferred embodiment of the present invention, it is not intended to restrict the invention,
Although the present invention is described in detail referring to the foregoing embodiments, for those skilled in the art, still may be used
To modify the technical solutions described in the foregoing embodiments or equivalent replacement of some of the technical features,
All within the spirits and principles of the present invention, any modification, equivalent replacement, improvement and so on should be included in of the invention
Within protection scope.
Claims (8)
1. the intelligent customer service system of a kind of combinatorial artificial and AI, including data processing centre (1), it is characterised in that: the data
Processing center (1) includes data receipt unit (11), data extracting unit (12), data record unit (13), data processing list
First (14) and data transmission unit (15), data processing centre (1) connecting pin are equipped with user feedback end (2), the data
Processing center (1) output end is respectively equipped with management and monitoring end (3) and database (4), and the data processing centre (1) passes through transmission
Cable is communicated with multiple artificial treatment platforms (5), and the user feedback end (2) includes that user selects option (6), user's evaluation mould
Block (7) and user feedback module (8).
2. the intelligent customer service system of a kind of combinatorial artificial according to claim 1 and AI, it is characterised in that: the data connect
It receives unit (11) to be connected to user feedback end (2) by Ethernet, data receipt unit (11) output end is respectively equipped with number
According to extraction unit (12) and data record unit (13), the data extracting unit (12) mutually interconnects with data record unit (13)
Logical, data extracting unit (12) output end is equipped with data processing unit (14), data processing unit (14) output end
Equipped with data transmission unit (15).
3. the intelligent customer service system of a kind of combinatorial artificial according to claim 1 and AI, it is characterised in that: at the data
Reason unit (14) includes CPU processor, data memory module and control unit, the data processing unit (14) and artificial treatment
Platform (5) connection, the data transmission unit (15) by Ethernet respectively with user feedback end (2), management and monitoring end (3) and
Artificial treatment platform (5) connection.
4. the intelligent customer service system of a kind of combinatorial artificial according to claim 1 and AI, it is characterised in that: the management prison
Control end (3) includes that scoring checks that module (31), control option mod (32), data check module (33) and data update/replacement
Module (34), control option mod (32) are set as the computer of control system work, and the computer includes that password is tested
It demonstrate,proves module and is used for access control system staff's identity.
5. the intelligent customer service system of a kind of combinatorial artificial according to claim 1 and AI, it is characterised in that: the database
(4) connecting pin is equipped with cloud database, and the database (4) can send data to cloud for storage and more new data
Client database.
6. the intelligent customer service system of a kind of combinatorial artificial according to claim 1 and AI, it is characterised in that: the artificial place
Platform (5) quantity is set as multiple and multiple artificial treatment platforms (5) different numbers respectively.
7. the intelligent customer service system of a kind of combinatorial artificial according to claim 1 and AI, it is characterised in that: user's choosing
Selecting option (6) includes manual answering's option (61) and intelligent Answering option (62), and the intelligent Answering option (62) is set as silent
Recognize preferential selection, manual answering's option (61) is used for the transmission of voice, picture or text.
8. the work step of the intelligent customer service system of a kind of combinatorial artificial and AI described in -7 any one according to claim 1,
It is characterized by: specific steps are as follows:
Step 1: user is selected to solve to ask needed for option (6) interior intelligent Answering option (62) transmission according to demands of individuals by user
Topic, it is required to solve the problems, such as to be transmitted to data processing centre (1) data receipt unit (11) reception data afterwards by user feedback end (2)
And extracted by data extracting unit (12) and ask in the title of the key words, keyword is transmitted to data processing unit (14), data processing
Unit (14) is as extracting answer corresponding to keyword and being transmitted to data transmission unit (15) in database (4), data transmission
Unit (15) is by answer feedback to user feedback end (2)；
Step 2: option (6) interior manual answering's option (61) can be selected by user when user is dissatisfied for feedback answer
Selection is artificial to be solved, and data processing centre (1) receives user feedback end (2) and transmits user feedback end after artificial repeat back
(2) it is connected to the artificial treatment platform (5) appointed and be not intended to working condition, by the human customer and user of artificial treatment platform (5)
The user of feedback end (2) carries out direct communication exchange；
Step 3: user can score to manual answering or can only answer by user's evaluation module (7) after obtaining answer,
And the information thinking personally deficiency or being promoted can be fed back by user feedback module (8)；
Step 4: data processing centre (1) interior data record unit (13) records the number and ratio of different user inquiry problem
It is transmitted to after being counted management and monitoring end (3), staff can be carried out checking different artificial customer services by management and monitoring end (3)
It is evaluated score, field feedback, so as to constantly be promoted and improved, is had to for user feedback intelligence answer
The place of mistake can also be corrected in time, while can check that data record unit (13) transmit data, to for user
It puts question to the higher problem of accounting that can carry out a variety of answers and transmits answer content to database (4)；
Step 5: database (4) storage is by the corresponding answer of the different problems of management and monitoring end (3) transmission, when partial data is long
Between when being not extracted by database (4) corresponding data are transmitted to cloud memory, it is ensured that database (4) interior space can make be
The perfect operation of system.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201811117336.0A CN109389425A (en) | 2018-09-24 | 2018-09-24 | A kind of intelligent customer service system of combinatorial artificial and AI |
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| CN201811117336.0A CN109389425A (en) | 2018-09-24 | 2018-09-24 | A kind of intelligent customer service system of combinatorial artificial and AI |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110363565A (en) * | 2019-05-28 | 2019-10-22 | 成都美美臣科技有限公司 | A method of it realizes to promote by tracking customer information and effectively be safeguarded with client |
| WO2021027332A1 (en) * | 2019-08-13 | 2021-02-18 | 深圳壹账通智能科技有限公司 | Communication establishment method and system |
| CN113076400A (en) * | 2021-04-02 | 2021-07-06 | 上海中通吉网络技术有限公司 | Maintenance method of customer service robot |
-
2018
- 2018-09-24 CN CN201811117336.0A patent/CN109389425A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110363565A (en) * | 2019-05-28 | 2019-10-22 | 成都美美臣科技有限公司 | A method of it realizes to promote by tracking customer information and effectively be safeguarded with client |
| WO2021027332A1 (en) * | 2019-08-13 | 2021-02-18 | 深圳壹账通智能科技有限公司 | Communication establishment method and system |
| CN113076400A (en) * | 2021-04-02 | 2021-07-06 | 上海中通吉网络技术有限公司 | Maintenance method of customer service robot |
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