CN110297896A - A kind of application method and intelligent customer service system of intelligent customer service platform - Google Patents
A kind of application method and intelligent customer service system of intelligent customer service platform Download PDFInfo
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- CN110297896A CN110297896A CN201910516766.8A CN201910516766A CN110297896A CN 110297896 A CN110297896 A CN 110297896A CN 201910516766 A CN201910516766 A CN 201910516766A CN 110297896 A CN110297896 A CN 110297896A
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Abstract
The application provides the application method and intelligent customer service system of a kind of intelligent customer service platform, the solicited message that can be submitted by receiving user, the keyword in the solicited message is identified, from determining the corresponding intelligent customer service interactive strategy of the keyword in the corresponding relationship of the intelligent customer service interactive strategy of pre-stored customization and keyword；Corresponding return information is responded for the solicited message according to the intelligent customer service interactive strategy, which is sent to corresponding user；Intersection record will be generated with the interactive process of user, it include the solicited message and the return information in the intersection record, the intersection record is given to the corresponding client of the intelligent customer service interactive strategy according to preset policy feedback, so that the client provides corresponding service for the corresponding user of the intersection record.Therefore user's diversification and personalized customized demand are met.
Description
Technical field
This application involves the application methods and intelligence visitor of field of artificial intelligence more particularly to a kind of intelligent customer service platform
Dress system.
Background technique
Intelligent customer service is the complex art of Industry-oriented application, it includes extensive Knowledge Processing Technology, natural language
Say understanding technology, Knowledge Management Technology, automatically request-answering system, inference technology etc..Since intelligent customer service has industry universal,
Can the communication between enterprise and mass users establish a kind of technological means exchanged based on natural language, therefore increasingly
More enterprises is substituted artificial customer service using intelligent customer service and provides service for user.
Traditional intelligent customer service is usually the service system customized by developer of services for the user service of special scenes
System, for example, passing through the interaction between user, acquisition time, place, the letter such as number towards the scheduled intelligent customer service of meeting room
Content is ceased, to complete the scheduled function of meeting room.In addition, the customer service that existing electric business platform provides, such as the customer service of Taobao
Or the customer service in Jingdone district, all it is that retailer provides services to the user, is that (Business-to-Consumer, businessman is to visitor by B2C
Family) mode, that is, usually say be directly facing consumer sell products & services retailing mode.Rather than by reality
Production enterprise provide the use service of commodity for user.Therefore it needs to provide customized intelligent customer service for corporate client
The service of ability makes corporate client without oneself research and development or maintenance intelligent customer service platform.
Summary of the invention
In view of this, the application provides the application method and intelligent customer service system of a kind of intelligent customer service platform, to meet factory
The intelligent customer service platform that quotient client passes through customization is the demand of user service.
Specifically, the application is achieved by the following technical solution:
The application provides a kind of application method of intelligent customer service platform, which comprises
The solicited message that user submits is received, identifies the keyword in the solicited message, it is fixed from pre-stored client
The corresponding intelligent customer service interaction of the keyword identified is determined in the intelligent customer service interactive strategy of system and the corresponding relationship of keyword
Strategy；
Corresponding return information is responded for the solicited message according to the intelligent customer service interactive strategy, which is believed
Breath is sent to corresponding user；
Intersection record will be generated with the interactive process of user, includes the solicited message and the reply in the intersection record
Information gives the intersection record to the corresponding client of the intelligent customer service interactive strategy according to preset policy feedback, so that institute
It states client and provides corresponding service for the corresponding user of the intersection record.
As one embodiment, the method also includes:
Before the solicited message for receiving user, the service customization demand of client is obtained, including intelligent customer service title
And interactive information；
Intelligent customer service interactive strategy is generated according to the interactive information in the service customization demand, according to the service customization
Intelligent customer service title in demand determines the corresponding keyword of intelligent customer service interactive strategy, records the intelligent customer service interaction plan
Omit the corresponding relationship with keyword.
As one embodiment, the interactive information according in the service customization demand generates intelligent customer service interaction plan
Slightly, comprising:
Interaction template is provided to client, includes multiple default interactive information in the interaction template, receives customer interaction mould
The target interactive information of block forwarding obtained by client according to the default interactive information editor in the interaction template, by the mesh
Mark interactive information is determined as the interactive information in the service customization demand of the client.
As one embodiment, the interaction template includes at least the interaction for the interaction template of user and for commodity
Template；
The interactive information includes question information, answers information.
As one embodiment, the interactive information according in the service customization demand generates intelligent customer service interaction plan
Slightly, further includes:
Interactive strategy is generated according to the interactive information, the interactive strategy includes the interaction of interactive information, interactive information
Sequentially, termination condition and conclusion.
It is described corresponding for solicited message response according to the intelligent customer service interactive strategy as one embodiment
Return information, comprising:
For the solicited message that each user submits, when determining that the solicited message is unsatisfactory for termination condition, from described
It extracts target information in solicited message to be filled into the interactive information, if the interactive information is not stuffed entirely with, according to institute
Stating interaction sequences puts question to the interactive information to terminate interaction flow if the interactive information has been stuffed entirely with；Or determining
When stating solicited message and meeting termination condition, terminate interaction flow after feeding back corresponding conclusion.
As one embodiment, whether the determination solicited message meets termination condition, specifically:
It identifies whether comprising end of identification word in the solicited message, if so, determining that the solicited message satisfaction terminates
Condition；If not, it is determined that the solicited message is unsatisfactory for termination condition.
As one embodiment, the method also includes:
The mapping relations for recording the user identifier of the user and the unit marks of the intelligent customer service unit, when receiving again
To the user send solicited message when, according to the user identifier in the solicited message from the mapping relations of record
The corresponding unit marks of the user identifier are searched, send the corresponding intelligent customer service of the unit marks for the solicited message
Unit.
It is described to give the intersection record to intelligent customer service interaction according to preset policy feedback as one embodiment
The corresponding client of strategy, comprising:
The one or more intersection records received are fed back to the intelligent customer service interactive strategy according to period specified time
Corresponding client, or while receiving the intersection record, are directly fed back to the corresponding client of the intelligent customer service interactive strategy.
Based on identical design, the application provides a kind of intelligent customer service system, the system comprises: intelligent customer service module,
User interactive module and service feedback module, in which:
The solicited message is sent to intelligence for receiving the solicited message of user's submission by the user interactive module
Customer service module, and the return information that the intelligent customer service module is responded for the solicited message is sent to corresponding user；
The intelligent customer service module identifies the solicited message for receiving the solicited message of user interactive module transmission
In keyword, according to the keyword identified from the intelligent customer service unit of pre-stored customization and the correspondence of keyword
The corresponding Intelligent target customer service unit of the keyword is determined in relationship, which is sent to the Intelligent target customer service list
Member, the intelligent customer service unit are used to reply letter for solicited message response is corresponding according to the interactive strategy of customization
Breath, the return information is sent to user interactive module by the intelligent customer service module, by the friendship of intelligent customer service unit and user
Mutual process generates intersection record, includes solicited message and return information in the intersection record, it is anti-that record is sent to the service
Present module；
The service feedback module, the interaction generated for receiving the intelligent customer service unit that the intelligent customer service module is sent
Record gives the intersection record to the corresponding client of the intelligent customer service unit according to preset policy feedback, so that the client
For the intersection record, corresponding user provides corresponding service.
As one embodiment, the system also includes:
The customer interaction module, for obtaining the service customization demand of client, including intelligent customer service title and friendship
The service customization demand is sent service customization module by mutual information；
The service customization module, the interactive information in the service customization demand for being sent according to customer service interactive module are raw
At intelligent customer service unit, which is determined according to the intelligent customer service title in the service customization demand
The corresponding relationship of the intelligent customer service unit and keyword is stored in the intelligent customer service module by keyword.
As one embodiment,
The service customization module is specifically used for providing interaction template, the interaction to client by customer service interactive module
In template include multiple default interactive information, receive customer interaction module forwards by client according to pre- in the interaction template
If the target interactive information that interactive information editor obtains, the service customization that the target interactive information is determined as the client is needed
Interactive information in asking.
As one embodiment, the interaction template includes at least the interaction for the interaction template of user and for commodity
Template；
The interactive information includes question information, answers information.
As one embodiment, the service customization module, the service customization need for being sent according to customer service interactive module
Interactive information in asking generates intelligent customer service unit, specifically includes:
The service customization module generates interactive strategy according to the interactive information, and the interactive strategy includes interaction letter
Breath, the interaction sequences of interactive information, termination condition and conclusion.
As one embodiment, the intelligent customer service unit, the solicited message submitted specifically for being directed to each user,
When determining that the solicited message is unsatisfactory for termination condition, target information is extracted from the solicited message and is filled into the interaction letter
In breath, if the interactive information is not stuffed entirely with, the interactive information is putd question to according to the interaction sequences, if the interaction letter
Breath has been stuffed entirely with, then terminates interaction flow；Or when determining that the solicited message meets termination condition, feedback terminates accordingly
Terminate interaction flow after language.
As one embodiment, the intelligent customer service unit determines whether the solicited message meets termination condition, specifically
Are as follows:
It identifies whether comprising end of identification word in the solicited message, if so, determining that the solicited message satisfaction terminates
Condition；If not, it is determined that the solicited message is unsatisfactory for termination condition.
As one embodiment, the intelligent customer service module is also used to record the user identifier and the intelligence of the user
The mapping relations of the unit marks of energy customer service unit are asked when being received again by the solicited message that the user sends according to described
The user identifier in information is asked to search the corresponding unit marks of the user identifier from the mapping relations of record, it will be described
Solicited message is sent to the corresponding intelligent customer service unit of the unit marks.
As one embodiment, the service feedback module, specifically for according to period specified time by receive one
Or multiple intersection records feedback is to the corresponding client of the intelligent customer service unit, or while receiving the intersection record directly feeds back
To the corresponding client of the intelligent customer service unit.
Based on identical design, the application provides a kind of computer readable storage medium, the computer-readable storage medium
Computer program is stored in matter, the computer program realizes the application side of above-mentioned intelligent customer service platform when being executed by processor
The either step of method.
Based on identical design, the application provides a kind of computer equipment, and the computer equipment includes memory, processing
Device, communication interface and communication bus；Wherein, the memory, processor, communication interface carry out phase by the communication bus
Communication between mutually；
The memory, for storing computer program；
The processor, for executing the computer program stored on the memory, described in the processor executes
The either step of the application method of above-mentioned intelligent customer service platform is realized when computer program.
It can be seen that the solicited message that the application can be submitted by receiving user, identifies the pass in the solicited message
Keyword, from determining the keyword in the corresponding relationship of the intelligent customer service interactive strategy of pre-stored customization and keyword
Corresponding intelligent customer service interactive strategy；It is replied according to the intelligent customer service interactive strategy for solicited message response is corresponding
The return information is sent to corresponding user by information；Intersection record will be generated with the interactive process of user, in the intersection record
Comprising the solicited message and the return information, the intersection record is given to the intelligent customer service according to preset policy feedback
The corresponding client of interactive strategy, so that the client provides corresponding service for the corresponding user of the intersection record.Due to this
Application can allow client to customize phase according to demand by opening intelligent customer service as a kind of platform service ability to client
The intelligent customer service interactive strategy answered, so that interactive strategy of the intelligent customer service platform based on customization and user be made to carry out information exchange.
Therefore the application can provide intelligent customer service platform service for corporate client, get through the interaction canal between corporate client and user
Road meets corporate client for user and provides the interaction demand of intelligent customer service, and intelligence is researched and developed and safeguarded without corporate client oneself
Energy customer service platform, reduces the cost of serving of corporate client.
Detailed description of the invention
Fig. 1 is a kind of structural schematic diagram of one of illustrative embodiments of the application intelligent customer service system；
Fig. 2 is a kind of process flow of one of illustrative embodiments of the application application method of intelligent customer service platform
Figure；
Fig. 3 is the customization flow chart of the intelligent customer service in a kind of illustrative embodiments of the application；
Fig. 4 is a kind of applicating flow chart of one of illustrative embodiments of the application intelligent customer service；
The hardware configuration of the computer equipment where intelligent customer service platform in a kind of illustrative embodiments of Fig. 5 the application
Figure.
Specific embodiment
Example embodiments are described in detail here, and the example is illustrated in the accompanying drawings.Following description is related to
When attached drawing, unless otherwise indicated, the same numbers in different drawings indicate the same or similar elements.Following exemplary embodiment
Described in embodiment do not represent all embodiments consistent with the application.On the contrary, they be only with it is such as appended
The example of the consistent device and method of some aspects be described in detail in claims, the application.
It is only to be not intended to be limiting the application merely for for the purpose of describing particular embodiments in term used in this application.
It is also intended in the application and the "an" of singular used in the attached claims, " described " and "the" including majority
Form, unless the context clearly indicates other meaning.It is also understood that term "and/or" used herein refers to and wraps
It may be combined containing one or more associated any or all of project listed.
It will be appreciated that though various information, but this may be described using term first, second, third, etc. in the application
A little information should not necessarily be limited by these terms.These terms are only used to for same type of information being distinguished from each other out.For example, not departing from
In the case where the application range, the first information can also be referred to as the second information, and similarly, the second information can also be referred to as
One information.Depending on context, word as used in this " if " can be construed to " ... when " or " when ...
When " or " in response to determination ".
Referring to FIG. 1, be a kind of structural schematic diagram of one of illustrative embodiments of the application intelligent customer service system,
The intelligent customer service system 10 includes: user interactive module 11, intelligent customer service module 12, service feedback module 13, service customization
Module 14 and customer interaction module 15, wherein the user interactive module 11 with user for interacting, in the present embodiment
User refers specifically to consumer, and the user interactive module 11 can transmit information between user and intelligent customer service module 12, such as
The request message transmission of user's transmission is received to intelligent customer service module 12, or the return information that intelligent customer service module 12 is fed back
It is sent to user；The customer interaction module 15 with client for interacting, and the client in the present embodiment refers specifically to businessman, institute
Information, such as the service customization that client is sent can be transmitted between client and service customized module 14 by stating customer interaction module 15
Demand is transferred to service customization module 14；Service customization module is used to customize corresponding intelligence according to the service customization demand of client
Customer service unit；Intelligent customer service module 12 is used to store the intelligent customer service units of multiple customizations, for example, intelligent customer service unit 1 to
n；Intersection record is fed back to client for recording intelligent customer service unit and the intersection record of user by service feedback module 13,
So that client provides corresponding service for user.
Referring to FIG. 2, being the application method processing stream of the intelligent Service Platform in a kind of illustrative embodiments of the application
Cheng Tu, this method can be used in above-mentioned intelligent service system, wherein specifically including:
Step 201 receives the solicited message that user submits, and the keyword in the solicited message is identified, from being stored in advance
The intelligent customer service interactive strategy of customization and the corresponding relationship of keyword in determine the corresponding intelligence of keyword that identifies
Customer service interactive strategy；
In the present embodiment, user interactive module 11 can receive the solicited message of user's submission, user interactive module 11
Can interact with user, such as be interacted by APP client with user in several ways, by web page with
User's interaction, passes through voice call and customer interaction etc.；It, can should after user interactive module 11 obtains the solicited message of user
Solicited message is forwarded to intelligent customer service module 12, and intelligent customer service module 12 can identify the keyword in the solicited message, from
Determination identifies in the corresponding relationship of intelligent customer service unit and keyword belonging to the interactive strategy of pre-stored customization
The corresponding intelligent customer service unit of keyword, so that it is determined that interactive strategy.
For example, if the solicited message of user be specially " may I ask how the refrigerator that I has just bought does not freeze? ", then can obtain
The keyword taken is refrigerator, refrigeration, to keyword keyword corresponding with intelligent customer service unit be matched, if matching
It is the intelligent customer service unit of refrigerator to keyword, it may be considered that the intelligent customer service unit is the Intelligent target customer service list of the user
Member.Above-mentioned keyword may include but be not limited to the title of commodity, such as refrigerator, washing machine, TV, mobile phone, clothes, beverage.
As one embodiment, before the solicited message that intelligent customer service system 10 receives user, intelligent customer service system 10
The service customization demand that client can be obtained by customer service interactive module 15, including intelligent customer service title and interactive information；
The intelligent customer service title is user's input, such as may include but be not limited to the title of commodity, as refrigerator, washing machine, TV,
Mobile phone, clothes, beverage etc..The interactive information can be the interaction template that service customization module 14 is provided to client, the interaction
It include multiple default interactive information in template, the interaction template is included at least for the interaction template of user and for commodity
Interaction template；Specific interactive information for example, in the template of user, can include but is not limited to address name, phone,
The information such as location, subscription time；For in the template of commodity, can include but is not limited to product name, the type of merchandise, commodity product
The information such as board, marque, commodity problem；Furthermore it can also be finely divided under this two major classes template, such as user's
Template can be subdivided into pre-sales template and after sale template；The template of commodity price, commodity can be subdivided into for the template of commodity
Use template or commodity maintenance template etc.；There is different interactive information in different templates.The interactive information is included at least and is mentioned
It asks information and answers information.Such as " what the contact method that may I ask you is? ", the arrival time of refrigerator " estimated in three days " etc.
It Deng, question information and answers information and can be the information that interaction template has been arranged, be also possible to customized according to customer demand
Information.In order to further enhance the adaptability of intelligent customer service, some user's FAQs can be rule of thumb specified, ask client fixed
Submit answer content when processed, such as " refrigerator adjusts the method for temperature, and the specific steps are XXXXXX ", either " certain brand mobile phone
The method of factory reset is specially XXXXX " etc..It is some common by being submitted when customizing intelligent customer service unit by client
The problem of answer, the accurate and satisfied answer of comparison can be obtained when user inquires the above problem to intelligent customer service unit, from
And promote the customer service experience of user.
Client such as can delete, increase or modify to the interactive information in interaction template at the operation.After finally editing
Target interactive information pass through customer interaction module 15 submit.Service customization module 14 is receiving what customer interaction module 15 forwarded
It, can be by the target after the target interactive information obtained by client according to the default interactive information editor in the interaction template
Interactive information is determined as the interactive information in the service customization demand of the client.Then service customization module 14 can be according to institute
State interactive information generate interactive strategy, the interactive strategy include interactive information, the interaction sequences of interactive information, termination condition and
Conclusion.Wherein, interaction sequences, termination condition and conclusion are usually specified by service customization module 14, such as interaction sequences can
To be ranked up from high to low according to the significance level of interactive information.Whether termination condition can be in solicited message comprising terminating
Identify word, if comprising, terminate current interaction flow after replying corresponding conclusion, if such as in solicited message comprising " it is good,
Thanks ", the end of identification word such as " I is aware of " when, it is believed that the user wishes to terminate interaction, therefore can reply preset
Conclusion, such as the conclusions such as " it is happy to wish that you use ", " good ", " goodbye ", so as to terminate current interaction flow.
It, can be into one after service customization module 14 generates interactive strategy according to the interactive information in the service customization demand
The interactive strategy is generated corresponding intelligent customer service unit by step, and the intelligent customer service name in the service customization demand is referred to as should
The title of intelligent customer service unit determines the corresponding keyword of intelligent customer service unit according to the intelligent customer service title, by the intelligence
Customer service unit, and it is sent to intelligent customer service module 12 with the corresponding relationship of keyword, so that intelligent customer service module 12 stores institute
Intelligent customer service unit is stated, and records the corresponding relationship of the intelligent customer service unit and keyword.Intelligent customer service module 12 receives use
After the solicited message that family interactive module 11 is sent, the keyword in the solicited message can be identified, so as to deposit from advance
The corresponding intelligence visitor of the keyword identified is determined in the intelligent customer service unit of the customization of storage and the corresponding relationship of keyword
Unit is taken, so that it is determined that interactive strategy.
Step 202 responds corresponding return information for the solicited message according to the intelligent customer service interactive strategy, will
The return information is sent to corresponding user；
After intelligent customer service module 12 determines Intelligent target customer service unit, which can be sent to Intelligent target visitor
Unit is taken, so that Intelligent target customer service unit replys letter for solicited message response is corresponding by corresponding interactive strategy
Breath, is sent to corresponding user for the return information.
Specifically, the solicited message that intelligent customer service unit can be submitted for each user is determining the request letter
When breath is unsatisfactory for termination condition, it is filled into the interactive information from target information is extracted in the solicited message, if the friendship
Mutual information is not stuffed entirely with, then puts question to the interactive information according to the interaction sequences, if the interactive information has been stuffed entirely with,
Then terminate interaction flow；Or when determining that the solicited message meets termination condition, terminate interaction after feeding back corresponding conclusion
Process.
As one embodiment, the intelligent customer service unit determines whether the solicited message meets termination condition, specifically
Are as follows: it identifies whether comprising end of identification word in the solicited message, if so, determining that the solicited message meets termination condition；
If not, it is determined that the solicited message is unsatisfactory for termination condition.
For example, if the first solicited message of user be " may I ask refrigerator when arrival? " then judge that the request is believed
Mark word is not in breath, to need to extract target information according to interactive information.Assuming that interactive information includes " trade name
, Brand, marque, commodity problem " target information that can then be extracted from above-mentioned solicited message be referred to as " refrigerator " and
" when arrival ", wherein it is product name that " refrigerator " is corresponding, corresponding " when arrival " is commodity problem, therefore
In the product name and commodity problem that the target information of extraction can be filled into interactive information, then determine that the solicited message does not have
After having more information, if user do not continue send solicited message, can according to the sequence of the interactive information in interactive strategy,
Unfilled interactive information is sent to user by user interactive module 11, such as at this time according to interaction sequences, it is unfilled
Interactive information be " Brand ", therefore can to user feedback return information " what the brand that may I ask your refrigerator is? " Deng
The content of Brand is inquired, so that process above is repeated, to obtain interactive information when users being waited to submit solicited message again
Corresponding target information, if after interactive information is stuffed entirely with, user also not new problem when, current interactive stream can be terminated
Journey.
As one embodiment, intelligent customer service module 12 can recorde the user identifier and the intelligent customer service of the user
The mapping relations of the unit marks of unit, thus when being received again by the solicited message that the user sends, it can be according to described
User identifier in solicited message searches the corresponding unit marks of the user identifier from the mapping relations of record, by institute
It states solicited message and is sent to the corresponding intelligent customer service unit of the unit marks.
Step 203 will generate intersection record with the interactive process of user, in the intersection record comprising the solicited message and
The return information gives the intersection record to the corresponding visitor of the intelligent customer service interactive strategy according to preset policy feedback
Family, so that the client provides corresponding service for the corresponding user of the intersection record.
Intelligent customer service unit can will generate intersection record with the interactive process of user, ask in the intersection record comprising described
Information and the return information are asked, the solicited message and return information needs are arranged according to chronological order, then by the friendship
Mutually record is sent to service feedback module 13.
Service feedback module 13 can give the intersection record to intelligent customer service interaction according to preset policy feedback
The corresponding client of strategy can specifically arrive the one or more intersection records received feedback according to period specified time
The corresponding client of the intelligent customer service unit, or while receiving the intersection record, are directly fed back to the intelligent customer service unit pair
The client answered, so that the client provides corresponding service for the corresponding user of the intersection record.For example, when intersection record
When content is that user reserves maintenance, client can be by user's subscription time in intersection record, address name, phone, address, quotient
The information such as the name of an article claims, commodity problem are notified to maintenance personal, are repaired so that maintenance personal be made to contact user, to solve to use
The demand for services at family.
For the objects, technical solutions and advantages of the application are more clearly understood, below with reference to Fig. 3 and Fig. 4 to the application
Scheme be described in further detail.
Referring to FIG. 3, being the intelligent Service customization flow chart in a kind of illustrative embodiments of the application, specific adjustment side
Method is as follows:
Step 301, customer interaction module 15 receive the intelligent Service title that client submits, which is submitted
To service customization module 14；
Client, such as manufacturer can specify the web page for intelligent customer service customization to be customized intelligent visitor by logging in
The interaction of clothes.Client can be according to page prompts first, such as " please input intelligent customer service title " etc., input the intelligence to be customized
The title of customer service；After customer interaction module 15 receives the intelligent Service title that client submits, which is submitted to
Service customization module 14.
Step 302, service customization module 14 determine the corresponding keyword of intelligent customer service title；
Step 303, customer interaction module 15 obtain the interactive information that client submits, and submit service customization module 14；
Service customization module 14 can provide a variety of interactive information templates for client, including the template for user and be directed to
The template etc. of commodity can also be finely divided under this two major classes template, for example, for user template can be subdivided into it is pre-sales
Template and after sale template；It can be subdivided into the template of commodity price, commodity for the template of commodity and repaired using template or commodity
Template etc.；There is different interactive information in different templates, for example, can include but is not limited to use in the template of user
The information such as family name, phone, address, subscription time；For in the template of commodity, product name, quotient can include but is not limited to
The information such as category type, Brand, marque, commodity problem；
Client can be submitted based on the above-mentioned suitable template of interactive information stencil-chosen, can also be right according to the actual situation
The template of selection is edited, editor include delete, increase or modification template in interactive information, certain client can be with
Existing template is not selected, and direct customized some interactive information, these interactive information can be the problem of proposing to user letter
Breath, is also possible to answer information aiming at the problem that some settings；The application is not particularly limited the quantity of interactive information.
Step 304, service customization module 14 determine the sequence of interactive information based on the interactive information of acquisition；
Interaction sequences can be ranked up according to the significance level of interactive information, for example, usually can according to product name,
The preceding principle of more important information such as commodity problem, address name, phone, address is ranked up, can also be according to information
Relevance be ranked up, more associated information is put into adjacent position, for example, Brand and marque, size,
The information such as color are the characteristic information of commodity, therefore these information arrangements can be convenient for together extracting corresponding user's friendship
Mutual information；
Step 305, service customization module 14 generate interactive strategy according to interactive information；
Include in interactive strategy according to interactive information, the sequence of interactive information and preset termination condition and conclusion,
The interactive strategy terminates interaction flow specifically, when receiving the information of user's submission every time if meeting termination condition, if
It is unsatisfactory for termination condition, then according to the sequence of interactive information to the corresponding interactive information of user feedback, until interactive information is whole
When being filled, terminate interaction flow.
Step 306, service customization module 14 generate intelligent Service unit according to interactive strategy, which is referred to as
The title of the intelligent customer service unit, the keyword that will acquire is as the corresponding keyword of the intelligent customer service unit, by the intelligence
Energy customer service unit is stored in intelligent customer service module 12.
The above are the customization procedure of intelligent customer service unit, the application can be by connecing for the customization of the open intelligent customer service of client
Mouthful, so as to so that client root according to actual demand customization intelligent customer service interactive information, so as to so that generate intelligent customer service
Unit meets the personalized service demand of client.
Referring to FIG. 4, be the intelligent Service applicating flow chart in a kind of illustrative embodiments of the application, specific adjustment side
Method is as follows:
Step 401, intelligent customer service module 12 determine corresponding intelligence according to the solicited message that user interactive module 11 is sent
The solicited message is transmitted to the intelligent customer service unit by customer service unit；
User interactive module 11 receives the solicited message that user submits, which is sent to intelligent customer service module
12, the keyword in solicited message that intelligent customer service module 12 is sent according to user interactive module 11 determines corresponding intelligent customer service
The solicited message is transmitted to the intelligent customer service unit by unit；
Step 402, intelligent customer service unit obtain the solicited message, identify in solicited message whether there is end of identification word,
If so, going to step 403；If it is not, then going to step 404；
Step 403 terminates current process after replying conclusion；Go to step 407；
Whether step 404 judges to have in solicited message with the interactive information in interactive strategy to matched target information；If
It is then to go to step 405；If it is not, then going to step 406；
Step 405, the extraction target information are filled into interactive strategy, judge whether interactive information is completely filled,
If so, going to step 403；If it is not, then going to step 406；
Step 406 puts question to the interactive information not being filled, Xiang Yong to user according to the sequence of interactive information in interactive strategy
Interactive module feedback in family is for puing question to the return information of interactive information to user；Go to step 402；
Step 407, at the end of process, by the solicited message of user and return complex information and be sequentially generated intersection record,
By intersection record storage to service feedback module 13；Go to step 408；
Intersection record is fed back to the corresponding client of intelligent customer service unit by step 408, service feedback module 13.
The service feedback module 13 records the intersection record in each intelligent customer service module with each user；Client can lead to
It crosses and inputs the title of the intelligent customer service unit of oneself customization to retrieve the intersection record of the intelligent customer service unit, or can basis
Customer requirement temporally or according to specified requirements by the intersection record is pushed to the corresponding client of intelligent customer service unit, so that
Client provides corresponding service according to intersection record for user.
For example, it is assumed that the keyword of the intelligent customer service unit of customization is " refrigerator ", corresponding interactive strategy
It is as follows:
Interactive information and sequence: problem, brand, phone, address, subscription time.
Interactive information specifically includes:
1) problem: " what problem is the equipment that may I ask you occur? "
2) brand: " may I ask your equipment brand is what? "
3) phone: " may I ask your telephone number is how many? "
4) address: " what the address that may I ask you is? "
5) subscription time: " our #a#b#c visit for you service, you see that OK? "
After interactive information is filled, can reply " it is good, our #a#b#c visit for you service, then we
Phone can please be keep unimpeded, thanks in advance with your phone confirmation！".
Wherein combination one variable of expression of # and letter, a value of the #a expression Monday into Sunday, the #b expression morning,
One value in afternoon, evening, #c indicate time, such as 8:00.
It further include the termination condition and conclusion of systemic presupposition in the interactive strategy, it is assumed that the end of identification in termination condition
Word includes " goodbye ", " not having to ", " not needing "；Conclusion includes that " thanks, goodbye！".
The service customization module 14 of intelligent customer service system can generate intelligent customer service unit, intelligence based on above-mentioned interactive strategy
The keyword of customer service unit is " refrigerator ", it is assumed that the number for being the distribution of intelligent customer service unit is 01.
The intelligent interaction platform provides the information process during intelligent customer service for user and is described as follows:
1) user: by the user interactive module 11 of intelligent customer service platform, submitting solicited message, " hello！"
2) intelligent customer service module: identifying that user requests purpose according to the solicited message, since the solicited message is to greet
Language, it is determined that do not identify request purpose, therefore intelligent customer service module 12 sends return information using the interactive information of customization:
" you are good！Customer service 007 is your service, what has, and I can help you? " to user
3) user: " refrigerator of my family did not freezed yesterday solicited message."
4) intelligent customer service module 11: user request information is used, the keyword of user is identified.Pass through keyword
" refrigerator " identifies corresponding intelligent customer service unit.By the solicited message, " refrigerator of my family did not freezed yesterday." it is transmitted to intelligence
It can customer service unit.
5) intelligent customer service unit 01: first judging whether solicited message meets termination condition, determine after not meeting, identify with
" problem " corresponding target information in interactive information is " not freezing ", and the fills to " problem " is corresponded to interactive information
In.Then according to interactive information sequence: problem, brand, phone, address, subscription time, by the corresponding preset friendship of brand message
Mutual content " may I ask your equipment brand is what? " user is sent to as return information.
6) user: solicited message " is Hisense's refrigerator."
7) intelligent customer service unit 01: first judging whether solicited message meets termination condition, determines after not meeting, identification is produced
The information content " Hisense " of board, and by the fills into brand interactive information.According to interactive information sequence: problem, brand,
Phone, address, subscription time, by the corresponding interaction content of phone information " may I ask your telephone number is how many? " as reply
Information is sent to user.
8) user: solicited message " 12345678910."
9) intelligent customer service unit 01: first judging whether solicited message meets termination condition, determines after not meeting, identifies electricity
The information content " 12345678910 " of words, and by the fills into telephone mutual information.According to interactive information sequence: asking
Topic, brand, phone, address, subscription time, by the corresponding interaction content of address information " what the address that may I ask you is? " as
Return information is sent to user.
10) user: solicited message " Laoshan area Pine Ridge Road 399."
11) intelligent customer service unit 01: first judging whether solicited message meets termination condition, determines after not meeting, identifies
The information content " Laoshan area Pine Ridge Road 399 " of address, and by the fills into address interactive information.According to interaction
Information sequence: problem, brand, phone, address, subscription time, by the corresponding interaction content of reservation time information " on our Wednesdays
Noon 11:00 visits to be serviced for you, you see that OK? " user is sent to as return information.
12) user: solicited message " can be with."
13) intelligent customer service unit 01: first judging whether solicited message meets termination condition, and determination does not meet termination condition
Afterwards, since interactive information has been stuffed entirely with, according to interactive strategy return information, " good, we are morning Wednesday 11:00
It visits and is serviced for you, then we can please keep phone unimpeded, thanks in advance with your phone confirmation！" give user.Terminate to hand over
Mutual process.
In addition, it should be noted that, if the solicited message that user sends is " my refrigerator in above-mentioned interactive process
When good, without repairing, goodbye ", intelligent customer service unit 01 is determined in the solicited message comprising end of identification word " not having to " and " again
See ", it is thus determined that the solicited message meets termination condition, to terminate the interaction flow after replying conclusion " goodbye ".
After terminating interaction flow, above-mentioned solicited message and return information can be generated intersection record by intelligent customer service unit 01,
It is saved in service feedback module 13, so that service feedback module 13 can be according to the Feedback Rule of the customization of client by the interaction
Record is sent to client, so that client provides corresponding service for the user.
The above are the application process of intelligent customer service unit, the application can be corresponding by customization intelligent customer service, thus
Family can be used and interact proposition demand for services with intelligent customer service unit, to be obtained according to the interactive strategy of the intelligent customer service unit
The demand for services of user, and then client is made to provide corresponding service according to users service needs user.
Based on identical design, the application also provides a kind of computer equipment, as shown in figure 5, the computer equipment packet
Include memory 51, processor 52, communication interface 53 and communication bus 54；Wherein, the memory 51, processor 52, communication
Interface 53 carries out mutual communication by the communication bus 54；
The memory 51, for storing computer program；
The processor 52, for executing the computer program stored on the memory 51, the processor 52 is held
The either step of the application method of intelligent customer service platform provided by the embodiments of the present application is realized when the row computer program.
The application also provides a kind of computer readable storage medium, and calculating is stored in the computer readable storage medium
Machine program, the computer program realize the application side of intelligent customer service platform provided by the embodiments of the present application when being executed by processor
The either step of method.
Each embodiment in this specification is all made of relevant mode and describes, same and similar portion between each embodiment
Dividing may refer to each other, and each embodiment focuses on the differences from other embodiments.It is set especially for network
For standby and computer readable storage medium embodiment, since it is substantially similar to the method embodiment, so the comparison of description
Simply, the relevent part can refer to the partial explaination of embodiments of method.
In conclusion the solicited message that the application can be submitted by receiving user, identifies the pass in the solicited message
Keyword, from determining the keyword in the corresponding relationship of the intelligent customer service interactive strategy of pre-stored customization and keyword
Corresponding intelligent customer service interactive strategy；It is replied according to the intelligent customer service interactive strategy for solicited message response is corresponding
The return information is sent to corresponding user by information；Intersection record will be generated with the interactive process of user, in the intersection record
Comprising the solicited message and the return information, the intersection record is given to the intelligent customer service according to preset policy feedback
The corresponding client of interactive strategy, so that the client provides corresponding service for the corresponding user of the intersection record.Due to this
Application can allow client to customize phase according to demand by opening intelligent customer service as a kind of platform service ability to client
The intelligent customer service interactive strategy answered, so that interactive strategy of the intelligent customer service platform based on customization and user be made to carry out information exchange.
Therefore the application can provide intelligent customer service platform service for corporate client, get through the interaction canal between corporate client and user
Road meets corporate client for user and provides the interaction demand of intelligent customer service, and intelligence is researched and developed and safeguarded without corporate client oneself
Energy customer service platform, reduces the cost of serving of corporate client.
The foregoing is merely the preferred embodiments of the application, not to limit the application, all essences in the application
Within mind and principle, any modification, equivalent substitution, improvement and etc. done be should be included within the scope of the application protection.
Claims (10)
1. a kind of application method of intelligent customer service platform, which is characterized in that the described method includes:
The solicited message that user submits is received, the keyword in the solicited message is identified, from pre-stored customization
The corresponding intelligent customer service interactive strategy of keyword identified is determined in the corresponding relationship of intelligent customer service interactive strategy and keyword；
Corresponding return information is responded for the solicited message according to the intelligent customer service interactive strategy, which is sent out
Give corresponding user；
Intersection record will be generated with the interactive process of user, believed in the intersection record comprising the solicited message and the reply
Breath gives the intersection record to the corresponding client of the intelligent customer service interactive strategy according to preset policy feedback, so that described
Client provides corresponding service for the corresponding user of the intersection record.
2. the method according to claim 1, wherein the method also includes:
Before the solicited message for receiving user, the service customization demand of client is obtained, including intelligent customer service title and friendship
Mutual information；
Intelligent customer service interactive strategy is generated according to the interactive information in the service customization demand, according to the service customization demand
In intelligent customer service title determine the corresponding keyword of intelligent customer service interactive strategy, record the intelligent customer service interactive strategy and
The corresponding relationship of keyword.
3. according to the method described in claim 2, it is characterized in that, the interactive information according in the service customization demand
Generate intelligent customer service interactive strategy, comprising:
Interaction template is provided to client, includes multiple default interactive information in the interaction template, receives customer interaction module and turn
The target interactive information of hair obtained by client according to the default interactive information editor in the interaction template, the target is handed over
Mutual information is determined as the interactive information in the service customization demand of the client.
4. according to the method described in claim 3, it is characterized in that,
The interaction template includes at least the interaction template for the interaction template of user and for commodity；
The interactive information includes question information, answers information.
5. according to the method described in claim 3, it is characterized in that, the interactive information according in the service customization demand
Generate intelligent customer service interactive strategy, further includes:
According to the interactive information generate interactive strategy, the interactive strategy include interactive information, the interaction sequences of interactive information,
Termination condition and conclusion.
6. according to the method described in claim 5, it is characterized in that, it is described according to the intelligent customer service interactive strategy for described
Solicited message responds corresponding return information, comprising:
For the solicited message that each user submits, when determining that the solicited message is unsatisfactory for termination condition, from the request
It extracts target information in information to be filled into the interactive information, if the interactive information is not stuffed entirely with, according to the friendship
The interactive information is sequentially mutually putd question to, if the interactive information has been stuffed entirely with, terminates interaction flow；Or it asks described in the determination
When information being asked to meet termination condition, terminate interaction flow after feeding back corresponding conclusion.
7. according to the method described in claim 6, it is characterized in that, whether the determination solicited message meets end item
Part, specifically:
It identifies whether comprising end of identification word in the solicited message, if so, determining that the solicited message meets termination condition；
If not, it is determined that the solicited message is unsatisfactory for termination condition.
8. the method according to claim 1, wherein the method also includes:
The mapping relations for recording the user identifier of the user and the unit marks of the intelligent customer service unit, when being received again by
When stating the solicited message of user's transmission, searched from the mapping relations of record according to the user identifier in the solicited message
The corresponding unit marks of the user identifier, send the corresponding intelligent customer service list of the unit marks for the solicited message
Member.
9. the method according to claim 1, wherein it is described by the intersection record according to preset policy feedback
Give the intelligent customer service interactive strategy corresponding client, comprising:
The one or more intersection records received are fed back to the intelligent customer service interactive strategy according to period specified time and are corresponded to
Client, or while receiving the intersection record be directly fed back to the corresponding client of the intelligent customer service interactive strategy.
10. a kind of intelligent customer service system, which is characterized in that the system comprises: intelligent customer service module, user interactive module kimonos
Business feedback module, in which:
The solicited message is sent to intelligent customer service for receiving the solicited message of user's submission by the user interactive module
Module, and the return information that the intelligent customer service module is responded for the solicited message is sent to corresponding user；
The intelligent customer service module identifies in the solicited message for receiving the solicited message of user interactive module transmission
Keyword, according to the keyword identified from the intelligent customer service unit of pre-stored customization and the corresponding relationship of keyword
The corresponding Intelligent target customer service unit of the middle determination keyword, is sent to the Intelligent target customer service unit for the solicited message,
The intelligent customer service unit is used to respond corresponding return information for the solicited message according to the interactive strategy of customization,
The return information is sent to user interactive module by the intelligent customer service module, by interacting for intelligent customer service unit and user
Cheng Shengcheng intersection record includes solicited message and return information in the intersection record, record is sent to the service feedback mould
Block；
The service feedback module, the interaction note generated for receiving the intelligent customer service unit that the intelligent customer service module is sent
Record gives the intersection record to the corresponding client of the intelligent customer service unit according to preset policy feedback, so that the client is
The corresponding user of the intersection record provides corresponding service.
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| CN111105071A (en) * | 2019-11-20 | 2020-05-05 | 青岛聚好联科技有限公司 | Information configuration optimization method and device for equipment fault reporting platform |
| CN111311186A (en) * | 2020-02-19 | 2020-06-19 | 杭州朗和科技有限公司 | Work order creating method, medium, device and computing equipment |
| CN111625632A (en) * | 2020-04-17 | 2020-09-04 | 北京捷通华声科技股份有限公司 | Question-answer pair recommendation method, device, equipment and storage medium |
| CN111914072A (en) * | 2020-07-14 | 2020-11-10 | 青岛聚好联科技有限公司 | Information interaction method, equipment and device |
| CN112291497A (en) * | 2020-10-28 | 2021-01-29 | 上海赛连信息科技有限公司 | Intelligent video customer service access method and device |
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| CN113298340A (en) * | 2021-02-26 | 2021-08-24 | 阿里巴巴集团控股有限公司 | Information processing method and device and electronic equipment |
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| CN112291497B (en) * | 2020-10-28 | 2023-04-07 | 上海赛连信息科技有限公司 | Intelligent video customer service access method and device |
| CN112597767A (en) * | 2021-02-07 | 2021-04-02 | 全时云商务服务股份有限公司 | Card message customization management method and system and readable storage medium |
| CN112926996A (en) * | 2021-02-25 | 2021-06-08 | 有呗网(深圳)科技有限公司 | Full-process automatic intelligent customer service system based on converged communication |
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| CN117648426A (en) * | 2023-12-12 | 2024-03-05 | 广州圈量网络信息科技有限公司 | Intelligent customer service method, system, equipment and medium based on effective keywords |
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Application publication date: 20191001 |