CN110347809A - The chat robots construction method of one rule-based operation of e-commerce website - Google Patents
The chat robots construction method of one rule-based operation of e-commerce website Download PDFInfo
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- CN110347809A CN110347809A CN201910449616.XA CN201910449616A CN110347809A CN 110347809 A CN110347809 A CN 110347809A CN 201910449616 A CN201910449616 A CN 201910449616A CN 110347809 A CN110347809 A CN 110347809A
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- 238000010276 construction Methods 0.000 title claims abstract description 16
- 238000013500 data storage Methods 0.000 claims abstract description 16
- 230000010354 integration Effects 0.000 claims abstract description 10
- 238000000034 method Methods 0.000 claims abstract description 9
- 238000005516 engineering process Methods 0.000 claims abstract description 7
- 230000004044 response Effects 0.000 claims description 7
- 238000004458 analytical method Methods 0.000 claims description 3
- 230000008676 import Effects 0.000 claims description 3
- 238000007726 management method Methods 0.000 claims description 3
- 238000004891 communication Methods 0.000 description 3
- 230000008569 process Effects 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
- 238000010586 diagram Methods 0.000 description 1
- 230000003993 interaction Effects 0.000 description 1
- 230000002452 interceptive effect Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/953—Querying, e.g. by the use of web search engines
- G06F16/9535—Search customisation based on user profiles and personalisation
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
Abstract
The invention discloses the chat robots construction methods of a rule-based operation of e-commerce website, and the method comprising the steps of: 1) constructing e-commerce website and integrate Facebook Messenger platform；2) CRM existing knowledge library is imported；3) e-commerce platform CRM and data storage integration；4) it is intended to and furnishes an answer using semantic search and intellectual technology understanding user.It significantly improves and is interacted with client, client has a question, chat robots can provide many answers.
Description
Technical field
The invention belongs to technical field of electronic commerce, more particularly to chatting for rule-based operation of e-commerce website
Its robot construction method.
Background technique
Chat robots can make an immediate response client the problem of and help them to solve the problems, such as, in past 5 years,
Develop very much.Nevertheless, as customer support is changing rapidly, chat robots can only quick response simple task
It assists, for needing the complicated customer demand of high contact interaction to have no way out.It is solved when chat robots can do nothing to help client
When their the problem of, reality is that most of chat robots are all severely limited, and only seeks help from staff support expert
Connection.
Therefore, the emphasis how to solve the above problems as those skilled in the art's research.
Summary of the invention
It is an object of the invention to provide the chat robots construction method of a rule-based operation of e-commerce website,
Can effectively solve above-mentioned chat robots can do nothing to help the shortcoming that client solves the problems, such as them.
The purpose of the present invention is realized by following technical proposals:
The chat robots construction method of one rule-based operation of e-commerce website, the method comprising the steps of:
1) building e-commerce website integrates Facebook Messenger platform；
2) CRM existing knowledge library is imported；
3) e-commerce platform CRM and data storage integration；
4) it is intended to and furnishes an answer using semantic search and intellectual technology understanding user.
Preferably, the step 4) includes:
1) user sends browsing, purchase and the request putd question to by browser client；
2) request of client is sent to directory system and is indexed by browser client；
3) directory system is indexed analysis in data storage, understands the intention of client and furnishes an answer；
4) result is sent to by browser client by directory system；
5) browser client finally feeds back to client.
Preferably, the building e-commerce website integrate Facebook Messenger platform comprising steps of
1) building logs in Facebook Messager and manages platform；
2) deployment code is obtained；
3) domain, deployment ID are disposed；
4) button ID is extracted；
5) it is deployed in browser client；
6) it checks integrated whether effective；
7) feedback to browser client or logs in Facebook Messager management platform.
Preferably, the step 2) -3) comprising steps of
1) typical problem field holder is imported to crm system；
2) sample placeholder is imported to crm system；
3) custom field placeholder is imported to crm system；
4) CRM database imports data storage.
Preferably, CRM existing knowledge library includes frequently asked questions and corresponding answer knowledge base, website question and answer content repository.
Preferably, e-commerce platform CRM and data storage integration include building dialogue and response rule.
Preferably, dialogue and rule include:
1) give chat robots to play a unique title: user only needs can be in Messager run search title
The chat robots of e-commerce website connect；
2) construct automatic prompt: user enters the initial interface of chat robots, it is seen that load call property term in website leads to
Crossing building automatic prompt allows chat robots actively to provide the option for allowing user to start；
3) it constructs and attempts the natural dialogue stream imitated for robot；
4) building essential term feeds back to user for robot.
Compared with prior art, the beneficial effects of the present invention are:
The present invention replaces customer service employee that can save the cost of labor of businessman 40%, pole by answering FAQs
The earth is improved to be interacted with client；Chat robots can provide many answers；Chat robots are integrated into e-commerce
In platform program, the plenty of time is saved for customer support team；E-commerce platform businessman can be helped more easily control to extend
Business scale；As customers increase, chat robots can help support team to propose more and more requests, without with
The scale of exponential manner increase employee；Chat robots will provide 24-hour service, no matter when can provide response, thus
More potential customers are obtained, more sales leads will lead to sales volume beyond expection.
Detailed description of the invention
Fig. 1 is that e-commerce website integrates Facebook Messenger platform figure；
Fig. 2 is e-commerce platform CRM and data storage integration figure；
Fig. 3 is Facebook Messenger platform rule schematic diagram.
Specific embodiment
The present invention is further illustrated with attached drawing combined with specific embodiments below.
Embodiment one
As shown in Figure 1 to Figure 3, the chat robots construction method of a rule-based operation of e-commerce website, the party
Method comprising steps of
1) building e-commerce website integrates Facebook Messenger platform；
2) CRM existing knowledge library is imported；Existing knowledge library includes frequently asked questions and corresponding answer, the content of website and other sources.
3) e-commerce platform CRM and data storage integration；Constructing some rules by crm system makes Facebook
Messenger has the chat robots of intelligent function work.
4) it is intended to and furnishes an answer using semantic search and intellectual technology understanding user, and the institute of client and support sector
There is communication that can use in disconnection mode.
In the present embodiment, by answer FAQs come replace customer service employee can save businessman 40% it is artificial at
This, significantly improves and interacts with client.
Embodiment two
As shown in Figure 1 to Figure 3, the chat robots construction method of a rule-based operation of e-commerce website, the party
Method comprising steps of
1) building e-commerce website integrates Facebook Messenger platform；
2) CRM existing knowledge library is imported；Existing knowledge library includes frequently asked questions and corresponding answer, the content of website and other sources.
3) e-commerce platform CRM and data storage integration；Constructing some rules by crm system makes Facebook
Messenger has the chat robots of intelligent function work.
4) it is intended to and furnishes an answer using semantic search and intellectual technology understanding user, and the institute of client and support sector
There is communication that can use in disconnection mode.
Step 4) includes:
1) user sends browsing, purchase and the request putd question to by browser client；
2) request of client is sent to directory system and is indexed by browser client；
3) directory system is indexed analysis in data storage, understands the intention of client and furnishes an answer；
4) result is sent to by browser client by directory system；
5) browser client finally feeds back to client.
Construct e-commerce website integrate Facebook Messenger platform comprising steps of
1) building logs in Facebook Messager and manages platform；
2) deployment code is obtained；
3) domain, deployment ID are disposed；
4) button ID is extracted；
5) it is deployed in browser client；
6) it checks integrated whether effective；
7) feedback to browser client or logs in Facebook Messager management platform.
Step 2) -3) comprising steps of
1) typical problem field holder is imported to crm system；
2) sample placeholder is imported to crm system；
3) custom field placeholder is imported to crm system；
4) CRM database imports data storage.
E-commerce platform integrates Facebook Messenger chat robots, constructs some rules by crm system
Make Facebook Messenger that there are the chat robots of intelligent function work.Using the present invention, client no longer needs to pass through
Web interface writes support message, this chat robots can be supported to use on channel platform in real-time customer, answers client rapidly and steps on
Record is searched for, and is recommended, the most common problem such as inquiry, with by keyword and the matched traditional network search result of web page text not
Together, the present invention is by importing CRM existing knowledge library, frequently asked questions and corresponding answer, the content of website and other sources, then using semanteme
It searches for intellectual technology the intention for understanding customer problem and accurate, personalized answer is provided.
In the present embodiment, chat robots can provide many answers, and chat robots are integrated into e-commerce platform
In program, the plenty of time is saved for customer support team, e-commerce platform businessman can be helped more easily control to activate business
Scale, as customers increase, chat robots can help support team to propose more and more requests, without with index
Mode increases the scale of employee.
Embodiment three
As shown in Figure 1 to Figure 3, the chat robots construction method of a rule-based operation of e-commerce website, the party
Method comprising steps of
1) building e-commerce website integrates Facebook Messenger platform；
2) CRM existing knowledge library is imported；Existing knowledge library includes frequently asked questions and corresponding answer, the content of website and other sources.
3) e-commerce platform CRM and data storage integration；Constructing some rules by crm system makes Facebook
Messenger has the chat robots of intelligent function work.
4) it is intended to and furnishes an answer using semantic search and intellectual technology understanding user, and the institute of client and support sector
There is communication that can use in disconnection mode.
E-commerce platform CRM and data storage integration include building dialogue and response rule.
Dialogue and rule include:
1) to chat robots rise a unique title (such as: me): user only needs in Messager run search
Title can be connect with the chat robots of e-commerce website；
2) automatic prompt is constructed, provide a user the prompt how to get started: user enters the initial interface of chat robots,
See website load call property term, allows chat robots actively to provide the option for allowing user to start by constructing automatic prompt
(such as: log in)；
3) it constructs and attempts the natural dialogue stream imitated for robot, attempt to imitate for robot, to simplify the process of user,
It puts question to that they easily at any time in interactive process and obtains answer (such as recommended products)
4) building essential term feeds back to user for robot, and robot is allowed to sound very clever, more convincing.
5) dialogue stream (such as order logistics enquiring) is constructed, to help chat robots to provide in the suitable time
Correct option.
In the present embodiment, chat robots will provide 24-hour service, no matter when response can be provided, to obtain
More potential customers, more sales leads will lead to sales volume beyond expection.
The foregoing is merely illustrative of the preferred embodiments of the present invention, is not intended to limit the invention, all in essence of the invention
Made any modifications, equivalent replacements, and improvements etc., should all be included in the protection scope of the present invention within mind and principle.
Claims (7)
1. the chat robots construction method of a rule-based operation of e-commerce website, it is characterised in that: this method includes
Step:
1) building e-commerce website integrates Facebook Messenger platform；
2) CRM existing knowledge library is imported；
3) e-commerce platform CRM and data storage integration；
4) it is intended to and furnishes an answer using semantic search and intellectual technology understanding user.
2. the chat robots construction method of the rule-based operation of an e-commerce website according to claim 1,
Be characterized in that: the step 4) includes:
1) user sends browsing, purchase and the request putd question to by browser client；
2) request of client is sent to directory system and is indexed by browser client；
3) directory system is indexed analysis in data storage, understands the intention of client and furnishes an answer；
4) result is sent to by browser client by directory system；
5) browser client finally feeds back to client.
3. the chat robots construction method of the rule-based operation of an e-commerce website according to claim 1,
Be characterized in that: the building e-commerce website integrate Facebook Messenger platform comprising steps of
1) building logs in Facebook Messager and manages platform；
2) deployment code is obtained；
3) domain, deployment ID are disposed；
4) button ID is extracted；
5) it is deployed in browser client；
6) it checks integrated whether effective；
7) feedback to browser client or logs in Facebook Messager management platform.
4. the chat robots construction method of the rule-based operation of an e-commerce website according to claim 1,
It is characterized in that: the step 2) -3) comprising steps of
1) typical problem field holder is imported to crm system；
2) sample placeholder is imported to crm system；
3) custom field placeholder is imported to crm system；
4) CRM database imports data storage.
5. the chat robots construction method of the rule-based operation of an e-commerce website according to claim 1,
Be characterized in that: CRM existing knowledge library includes frequently asked questions and corresponding answer knowledge base, website question and answer content repository.
6. the chat robots construction method of the rule-based operation of an e-commerce website according to claim 1,
Be characterized in that: e-commerce platform CRM and data storage integration include building dialogue and response rule.
7. the chat robots construction method of the rule-based operation of an e-commerce website according to claim 6,
Be characterized in that: dialogue and rule include:
1) play a unique title to chat robots: user only needs can be with electronics in Messager run search title
The chat robots of business web site connect；
2) construct automatic prompt: user enters the initial interface of chat robots, it is seen that load call property term in website passes through structure
Building automatic prompt allows chat robots actively to provide the option for allowing user to start；
3) it constructs and attempts the natural dialogue stream imitated for robot；
4) building essential term feeds back to user for robot.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201910449616.XA CN110347809A (en) | 2019-05-28 | 2019-05-28 | The chat robots construction method of one rule-based operation of e-commerce website |
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| CN201910449616.XA CN110347809A (en) | 2019-05-28 | 2019-05-28 | The chat robots construction method of one rule-based operation of e-commerce website |
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2019
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| US20180052885A1 (en) * | 2016-08-16 | 2018-02-22 | Ebay Inc. | Generating next user prompts in an intelligent online personal assistant multi-turn dialog |
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| US20190012714A1 (en) * | 2017-07-10 | 2019-01-10 | Ebay Inc. | Expandable service architecture with configurable dialogue manager |
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| US20190102078A1 (en) * | 2017-09-29 | 2019-04-04 | Oracle International Corporation | Analytics for a bot system |
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Application publication date: 20191018 |
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