CN110414824A - A kind of service management system based on community system - Google Patents
A kind of service management system based on community system Download PDFInfo
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Abstract
The present invention provides a kind of service management system based on community system characterized by comprising service managing apparatus；At least one employee's terminal, it is provided with community module corresponding with community system, each employee's terminal has the employee's account for being used to access community module, each employee's account is corresponding with a community, and employee's account is for allowing employee to login community by employee's account and providing a user question and answer marketing service information；Multiple user terminals are provided with community module, have the user account for accessing community module；One administrator terminal, it is provided with community module, with administrator's account for accessing all community modules, service managing apparatus logins community by administrator's account and periodically obtains the dialog text in community, wherein, service managing apparatus have dialog information acquisition unit, dialogue identification part, degree of balance calculation part, balance determination unit, prompt information generating unit, conjugation calculation part, in conjunction with determination unit and service side communication unit.
Description
Technical field
The invention belongs to field of client relation management, and in particular to a kind of service management system based on community.
Background technique
Modern times have some enterprises that can realize by establishing online community to interact with consumer, such as the clothes of infant's product
The problem of be engaged in quotient, and employee will be allowed to should be noted that when bringing up to consumer's offer is some about infant by community and push
The relevant product of some infants.This mode, which not only facilitates, improves consumer to the satisfaction of enterprise, additionally aids popularization
Popularity of enterprise and products thereof.Also can be conducive to consumer understand in time it is daily do not pay attention to or without channel obtain asking
Topic.
However, the level of skill of employee plays the role of very important during linking up with consumer.If by
It is horizontal insufficient in the professional skill of employee, then being easy to be difficult to hold with the balance of marketing so that servicing, excessively focus on service
Information or focus on marketing message, eventually leads to the consequences such as in poor service or performance is unqualified.
For enterprise, it is also desirable to can control marketing-service balance, thus providing the consumer with more services
While preferably marketed.
Summary of the invention
To solve the above problems, provide it is a kind of analyzed based on conversation message of the community system to employee and user, from
And the service management system that enterprise can be helped to be managed the service of employee, present invention employs following technical solutions:
The present invention provides a kind of service management systems based on community system characterized by comprising service management dress
It sets；At least one employee's terminal, is provided with community module corresponding with community system, and there is each employee's terminal one to be used to visit
Ask that employee's account of community module, each employee's account are corresponding with a community, employee's account is for allowing employee to pass through the employee
Account logins community and provides a user question and answer marketing service information；Multiple user terminals are provided with community module, have and are used for
The user account for accessing community module, the question and answer for allowing user to login community by user account and obtain employee's offer are marketed
Information on services；One administrator terminal, is provided with community module, has administrator's account for accessing all community modules,
Service managing apparatus logins community by administrator's account and periodically obtains the dialog text in community, wherein service management dress
It sets with dialog information acquisition unit, dialogue identification part, degree of balance calculation part, balance determination unit, prompt information generating unit, conjugation
Calculation part, in conjunction with determination unit and service side communication unit, dialog information acquisition unit periodically pass through administrator's account access community mould
Block and the conversation message stream for obtaining corresponding each community, the conversation message stream contain a plurality of dialog text and corresponding time
Multiple there are to obtain the identification that engages in the dialogue of each dialog text in conversation message stream in stamp, dialogue identification part with content type
The session of pass, session be divided into service conversation and marketing session, degree of balance calculation part according to marketing session number of sessions and
The number of sessions of service conversation calculates the degree of balance numerical value of employee, and balance determination unit determines what employee provided according to degree of balance numerical value
Whether marketing question and answer service balances, if it is determined that uneven then prompt generating unit to be mentioned according to the corresponding degree of balance of degree of balance numerical generation
Show information and be sent to employee's terminal by servicing side communication unit, conjugation calculation part according to the number of sessions of marketing session and
The number of sessions of service conversation calculates the conjugation numerical value of employee, determines what employee provided according to conjugation numerical value in conjunction with determination unit
Marketing question and answer service session total amount whether meet recommended amount, if it is determined that do not meet then prompt information generating unit just according to combination
The corresponding conjugation prompt information of degree numerical generation is simultaneously sent to employee's terminal by servicing side communication unit.
Service management system provided by the invention based on community system, can also have such technical characteristic, wherein
Service conversation is divided into takes the initiative in offering a hand session and request service conversation, and dialogue identification part engages in the dialogue identification by the following method:
It identifies the beginning of three classes session, and context text cluster is carried out to dialog text based on time window, to obtain multiple meetings
Words.
Invention action and effect
Service management system according to the present invention based on community system can be to dialogue due to having dialogue identification part
The conversation message stream that information acquiring section is obtained from community is identified to obtain service conversation and marketing session, is further passed through
Degree of balance calculation part and conjugation calculation part according to service conversation and marketing session carry out that the flat of each employee is calculated
The degree value that weighs and conjugation numerical value, so that reminding generating unit can be according to balance determination unit and combination determination unit to this
The judgement result of degree of balance numerical value and conjugation numerical value generates corresponding prompting message, so that employee be enable to understand in time
Whether the question and answer marketing service that consumer is supplied in the past period balances.The present invention is by conversating to community message
Identification is further reminded employee by the degree of balance and conjugation that calculate, so as to help service level lower
Employee's (such as new person employee etc.) more intuitively recognizes the degree of its service, preferably provides marketing, question and answer etc. for consumer
Service, can also help the higher employee of service level preferably to hold the working condition of itself, finally realize consumer satisfaction
Maximization, improve the job performance and efficiency of service of enterprise staff.
Detailed description of the invention
Fig. 1 is the structural block diagram of service management system in the embodiment of the present invention；
Fig. 2 is the structural block diagram of service managing apparatus in the embodiment of the present invention；
Fig. 3 is the structural block diagram of employee's terminal in the embodiment of the present invention；
Fig. 4 is the structural block diagram of user terminal in the embodiment of the present invention；
Fig. 5 is the structural block diagram of administrator terminal in the embodiment of the present invention；And
Fig. 6 is the flow chart of service management process in the embodiment of the present invention.
Specific embodiment
In order to be easy to understand the technical means, the creative features, the aims and the efficiencies achieved by the present invention, tie below
Examples and drawings are closed to be specifically addressed the service management system the present invention is based on community.
<embodiment>
Fig. 1 is the structural block diagram of service management system in the embodiment of the present invention.
As shown in Figure 1, service management system 100 includes service managing apparatus 1, multiple employee's terminals 2, multiple user terminals
3 and administrator terminal 4.
Wherein, service managing apparatus 1 is by needing the organization for carrying out service management to be held, employee's terminal 2 respectively by
Employee with different employee's accounts is held, and user terminal 3 is held by the user with different user account, and administrator is whole
Held by the administrator of organization at end 4.
In the present embodiment, the Intelligent mobile equipment (such as smart phone) that user terminal 3 is all held for corresponding personnel, management
Member's terminal 4 and service managing apparatus 1 are respectively the operating terminal (such as computer) for being in communication with each other connection.In other embodiments
In, administrator terminal 4 and service managing apparatus 1 are also used as the operation of the part in the server that organization is held journey
Sequence.
In the present embodiment, it is fitted with community module on employee's terminal 2, user terminal 3 and administrator terminal 4, the society
Group's module is and community system (such as wechat, QQ etc. provide system for exchanging of community, are provided with the community communication server 200)
Corresponding software application, each terminal can be carried out with the community communication server 200 by respective community module respectively respectively
It communicates (such as in a manner of through communication network access community communication server 200).Each terminal using community module, pass through account
Number logining community, (dialogue that i.e. employee provides question and answer marketing service disappears to send and receive question and answer marketing service information mutually
Breath).
In the present embodiment, each employee's terminal, user terminal and administrator terminal are respectively provided with respective employee's account
Number, user account and administrator's account.Each employee's account and community correspond, and employee logins society by employee's account
Group and user's transmission question and answer marketing service information into the community；Each community is corresponding with multiple user accounts, Yong Hutong
It crosses the user account and accesses corresponding community and employee's transmission enquirement message or acquisition question and answer marketing service into the community
Information；Administrator's account only has one, can be used in logining all community and receives conversation message therein.In this community
Structure in, user (or consumer) receives service message usually as member and is putd question in community, and employee is usual
Group master as community is responsible for daily community management and question and answer service is exchanged and provided with user, and administrator's account is generally used
In the permission for allowing service managing apparatus 1 to obtain each community of access.
Fig. 2 is the structural block diagram of service managing apparatus in the embodiment of the present invention.
As shown in Fig. 2, service managing apparatus 1 has dialog information acquisition unit 11, dialogue identification part 12, degree of balance calculation part
13, balance determination unit 14, conjugation calculation part 15, in conjunction with determination unit 16, prompt information generating unit 17, service side communication unit 18 with
And service side control unit 19.
Wherein, service side communication unit 18 is used to carry out between each composition part of service managing apparatus 1 and service is managed
The data communication between device 1 and other terminals is managed, service side control unit 19 contains for each structure to service managing apparatus 1
At the computer program controlled that partially works.
Pair that dialog information acquisition unit 11 accesses community module and obtain corresponding community for periodically passing through administrator's account
Talk about message flow.
In the present embodiment, dialog information acquisition unit 11 can be obtained by service side communication unit 18 to the transmission of administrator terminal 4
Request is taken, to allow administrator terminal 4 to pass through in each community of administrator's account automatic sign in and obtain employee in each community
The conversation message generated is exchanged with user.
In the present embodiment, between the value of the regular set that dialog information acquisition unit 11 periodically obtains in the present embodiment is
Obtained every one week, in other embodiments the regular set can also be set according to actual conditions for every two days, interval January
Deng.Dialog information acquisition unit 11 has a time judging unit, for judging that current time is apart from the time that last time obtains
It is no to reach regular set.
In the present embodiment, conversation message stream is by dialogue all in (the present embodiment is one week) community in a period of time
Message composition, timestamp when every conversation message is sent by dialog text and the dialog text are constituted.
Dialogue identification part 12 is used to engage in the dialogue to each dialog text in conversation message stream identification to obtain multiple
Session related with content type.
In the present embodiment, session is divided into service conversation according to content type and marketing session, service conversation are specifically gone back
It is divided into take the initiative in offering a hand session and request service conversation.Wherein, session of taking the initiative in offering a hand be employee's active transmission service message after,
Employee user exchange generate session, request service conversation be user send put question to message after, employee user exchange generate session,
Market session be employee send marketing message after, employee user exchange generate session.
In the present embodiment, dialogue identification part 12 identifies beginning (the i.e. clothes of employee's active transmission of above-mentioned three classes session first
The marketing message for the message, the enquirement message that user sends and employee's transmission of being engaged in, can pass through conventional classifier Classification and Identification
Obtain), and context text cluster is carried out to dialog text based on time window, to obtain multiple sessions.Specifically, above-mentioned
Parameter involved in the process and calculating formula are as follows:
A), a context dialog text mjTime window W (mj) be；
In formula (1), tiFor dialog text miTimestamp, tjFor dialog text mjTimestamp, the value of D is 6 or 12 small
When.The dialog text m of all contextsjIt is in time window W (mj) in.
B), each dialog text m includes that there are three types of contexts, respectively author's context CA(m), context C is referred toC
(m) and time context CT(m)。
Author's context CA(m) belong to all dialog texts of the same author a by dialog text m and dialog text m
It constitutes:
In dialog text mjBelong to author's context CA(m) when, dialog text miWith dialog text mjBelong to the same session
Probability PA(dij) are as follows:
In formula (3), N indicates the probability density function of normal distribution, μaThe mean value of expression normpdf,
It is set as 0, σaIndicate the standard deviation for belonging to the normpdf of author's context, value can be from training set
Estimation.
Refer to context CC(m) by the every other dialog text of the dialog text m author a mentioned (for example, containing "@D
The dialog text of user ") and mention dialog text m author a every other dialog text constitute:
In formula (4), MaIndicate all dialog texts of author a.
In dialog text mjBelong to and refers to context CC(m) when, dialog text miWith dialog text mjBelong to the same session
Probability PC(dij) are as follows:
In formula (5), μcIt indicates the mean value of normpdf, be set as 0, σcExpression belongs to reference context
Normpdf standard deviation.
Time context CT(m) it is made of the every other sentence other than dialog text m:
CT(m)=M m (6)
In formula (6), M indicates all dialog texts.
In dialog text mjBelong to time context CT(m), dialog text miWith dialog text mjBelong to the same session
Probability PT(dij) are as follows:
In formula (7), μTIt indicates the mean value of normpdf, be set as 0, σTExpression belongs to time context
Normpdf standard deviation.
C), the wordembedding term vector of dialog text m is expressed as v (m), uses dialog text miAbout three kinds
Text extension dialog text mi, then dialog text miExtension indicate m 'iAre as follows:
In formula (8), the meaning of parameters are as follows:
PA(dij) --- dialog text mjBelong to author's context CA(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
PC(dij) --- dialog text mjBelong to and refers to context CC(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
PT(dij) --- dialog text mjBelong to time context CT(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
α --- the content of dialog text m weight shared in extension indicates；
λA--- the relative weighting of author's context；
λC--- the relative weighting for referring to context；
λT--- the relative weighting of the time context, λA+λC+λT=1.
By above-mentioned formula (2) to (8), the expression of a sentence can be extended using three kinds of contexts, thus
Be conducive to dialogue identification.The effect of author's context belongs to the same dialogue in the message that adjacent time is delivered for the same author
A possibility that it is higher；Referring to context is to say ,@someone in message, then by the message of the people of@belong to same dialogue can
Energy property is higher；Time context refers to that a possibility that time upper adjacent message belongs to the same dialogue is higher.
D), text cluster further, is carried out to dialog text m, the beginning label by three classes dialogue is clustering prototype T, and
Calculate dialog text miWith dialog text mjText degree of approximation sim (mi, mj):
For remaining other dialog texts mj, calculate the similarity sim (m with clustering prototypej, T):
In formula, dialog text mjAffiliated cluster beIfThen dialog text mjAffiliated cluster beIfThen mjIt is not belonging to the dialogue to be identified herein, tthreshFor mjBelong toMinimum similarity degree threshold
Value.
The dialog text m that corresponding each clustering prototype T can be obtained by formula (4) and (5), successively according to each
The affiliated dialog text m is combined to form each session by the clustering prototype T.
By above-mentioned formula (1) to (11), conversation message in each conversation message stream can be divided by talking with identification part 12
For multiple sessions.
The identification example of session is as shown in the table:
1 session of table identifies example
In table 1, label is conversation tag, and the conversation message of same label belongs to the same session, the time, sender, interior
Hold and respectively corresponds the timestamp of conversation message, sends account and dialog text.Wherein, conversation tag 1 is a marketing session,
Conversation tag 2,3,4 is all request service conversation.
Marketing and service content the unbalance risk that can generate consumer's disappointment: if the excessive offer service of employee and neglect
Depending on market content, not only consumer can be disappointed because competitively priced, various product is unable to get, and customer representative employee
As being engaged in a large amount of single service activity and falling into assembly line predicament, and then consumer experiences lower service quality
So as to cause disappointment；, whereas if the excessive offer market content of customer representative employee and ignore service content, caused by excessively
Marketing can bring anxiety to consumer, and then influence customer satisfaction.Therefore the service managing apparatus 1 of the present embodiment is logical
Overbalance degree calculation part 13 calculates the degree of balance of employee to make it keep the balance of market content and service content.
Degree of balance calculation part 13 is used for the number of sessions counter of number of sessions and service conversation according to marketing session
The degree of balance numerical value of work.
In the present embodiment, degree of balance BDitCalculation formula are as follows:
BDit=Service_Cntit-Sale_Cntit (12)
In formula (12), Sale_CntitIt is the quantity for the marketing session that employee i is issued in unit time t, Service_
CntitIt is the quantity for the service conversation that employee i is issued in unit time t.
In the present embodiment, the interval time phase that is periodically obtained with dialog information acquisition unit 11 of time that unit time t uses
Together, i.e., degree of balance calculation part 13 can be according to the number of sessions calculated equilibrium degree of each employee in one week.
Whether the marketing question and answer service that balance determination unit 14 is used to determine that employee provides according to degree of balance numerical value balances.
In the present embodiment, there is balance determination unit 14 balance to determine numeric storage unit, which determines that numerical value storage is single
Be stored with the first degree of balance numerical value and the second degree of balance numerical value in member, balance determination unit 14 according to first degree of balance numerical value with
And second the degree of balance numerical value degree of balance numerical value is determined.When degree of balance numerical value is in the first degree of balance numerical value and second flat
When between the degree value that weighs, indicate that the marketing question and answer service that employee provides is balance.
In the present embodiment, in the case where the unit time is one week, the first degree of balance numerical value and the second degree of balance numerical value
Value range be respectively -40~-20 and 20~40, it is preferable that the value be respectively -20 and 20.In other implementations
In example, first degree of balance numerical value and the second degree of balance numerical value can adjust setting according to the actual situation.
Conjugation calculation part 15 is used for the number of sessions counter of number of sessions and service conversation according to marketing session
The conjugation numerical value of work.
In the present embodiment, conjugation CDitCalculation formula are as follows:
CDit=Service_Cntit×Sale_Cntit (13)
In formula (13), Sale_CntitIt is the quantity for the marketing session that employee i is issued in unit time t, Service_
CntitIt is the quantity for the service conversation that employee i is issued in unit time t.
In the present embodiment, the interval time phase that is periodically obtained with dialog information acquisition unit 11 of time that unit time t uses
Together, i.e., conjugation calculation part 15 can be according to the number of sessions calculations incorporated degree of each employee in one week.
Be used in conjunction with determination unit 16 be according to the session total amount of marketing question and answer service that conjugation numerical value determines that employee provides
It is no to meet recommended amount.
In the present embodiment, have in conjunction with determination unit 16 and combine judgement numeric storage unit, this, which is combined, determines that numerical value storage is single
The first conjugation numerical value and the second conjugation numerical value are stored in member, in conjunction with determination unit 14 according to the first conjugation numerical value with
And second conjugation numerical value conjugation numerical value is determined.When conjugation numerical value is in the first conjugation numerical value and the second knot
When between right numerical value, indicate that the session total amount for the marketing question and answer service that employee provides meets recommended amount.
In the present embodiment, in the case where the unit time is one week, the first conjugation numerical value and the second conjugation numerical value
The range of value be respectively 2136~4136 and 6056~8056, it is preferable that the value is respectively 3136 and 7056.In
In other embodiments, the first conjugation numerical value and the second conjugation numerical value can adjust setting according to the actual situation.
Prompt information generating unit 17 is used in balance determination unit 14 and generates after combining determination unit 16 to determine mention accordingly
Show information.
In the present embodiment, prompt information generating unit 17 generate prompt information the case where be divided into following 6 kinds:
1), when balance determination unit 14 determines uneven and degree of balance numerical value lower than the first degree of balance numerical value, prompt information
Generating unit 17 just generates and pushes excessive prompt information for reminding employees market content；
2), when balance determination unit 14 determines that uneven and degree of balance numerical value is higher than the second degree of balance numerical value, prompt information
Generating unit 17 just generates and pushes more prompt information for reminding employees service content；
3), when balancing the marketing question and answer service balancing that determination unit 14 determines that employee provides, prompt information generating unit 17 is just
Generate the prompt information more balanced for reminding employees service；
4), when combining the judgement of determination unit 16 not meet and conjugation numerical value is lower than the first conjugation numerical value, prompt information
Generating unit 17 just generates the prompt information for increasing question and answer marketing service message number for reminding employees；
5), when combining the judgement of determination unit 16 not meet and conjugation numerical value is higher than the second conjugation numerical value, prompt information
Generating unit 17 just generates the prompt information that question and answer marketing service message number can be suitably reduced for reminding employees；
6), when combining the judgement of determination unit 16 to meet recommendation numerical value, prompt information generating unit 17 just generates and is used for prompting person
Work question and answer marketing service message prompt information more appropriate.
In the present embodiment, since above-mentioned degree of balance numerical value and conjugation numerical value are all opposite with respective conversation message stream
It answers, therefore employee's account that the prompt information of the generation of prompt information generating unit 17 is all corresponding with.It is raw in prompt information generating unit 17
After prompt information, which is just sent to phase according to the corresponding employee's account of the prompt information by service side communication unit 18
The employee's terminal answered for example, service side communication unit 18 logins community module by administrator's account, and will be prompted to information according to member
Work account is sent in the community module of employee's terminal of corresponding employee.
Fig. 3 is the structural block diagram of employee's terminal in the embodiment of the present invention.
As shown in figure 3, employee's terminal 2 has employee side picture storage unit 21, employee side input display unit 22, employee side logical
Letter portion 23 and employee side control unit 24.
Wherein, employee side communication unit 23 be used to carry out between each composition part of employee's terminal 2 and employee's terminal 2 with
Data communication between other terminals, employee side control unit 24 contain for each composition part to employee's terminal 2 work into
The computer program of row control.
Employee side picture storage unit 21 is stored with community and shows that picture and prompt information show picture.In the present embodiment,
Community shows that picture and prompt information show that picture is the display picture of community module.
Community information display screen is used to show when employee logins community and shows the dialogue in community in this screen
Message allows employee to check.In the present embodiment, the editor that employee can also carry out message by the picture sends operation.
Prompt information shows that picture is used to show when employee's terminal receives prompt information and shows phase in this screen
The prompt information answered.In the present embodiment, prompt information shows that picture is the session that employee's account and administrator's account form two-by-two
Interface, prompt information are shown in the form of conversation message in the session interface.
Employee side input display unit 22 is for showing above-mentioned picture, so that employee be allowed to carry out corresponding people by these pictures
Machine interaction.
In other embodiments, employee's terminal 2 can also have a reminding module, for when receiving prompt information
Prompt information is checked by displaying the prompt box, generating the modes reminding employees such as prompt tone.
Fig. 4 is the structural block diagram of user terminal in the embodiment of the present invention.
As shown in figure 4, user terminal 3 has user side picture storage unit 31, user side input display unit 32, user side logical
Letter portion 33 and user side control unit 34.
Wherein, user side communication unit 33 be used to carry out between each composition part of user terminal 3 and user terminal 3 with
Data communication between other terminals, user side control unit 34 contain for each composition part to user terminal 3 work into
The computer program of row control.
User side picture storage unit 31 is stored with community and shows picture.In the present embodiment, community shows that picture is community mould
The display picture of block.
Community information display screen is used to show when user logins community and shows the dialogue in community in this screen
Message allows user to check.In the present embodiment, the editor that user can also carry out message by the picture sends operation.
User side input display unit 32 is for showing above-mentioned picture, so that employee be allowed to carry out corresponding people by these pictures
Machine interaction.
Fig. 5 is the structural block diagram of administrator terminal in the embodiment of the present invention.
As shown in figure 5, administrator terminal 4, which has, logins acquisition unit 41, management-side communication unit 42 and management-side control unit
43。
Wherein, management-side communication unit 42 is used between each composition part of the person's of being managed terminal 4 and administrator is whole
Data communication between end 4 and other terminals, management-side control unit 43 contain for each composition part to administrator terminal 4
Work the computer program controlled.
In the present embodiment, the acquisition request of the transmission of dialog information acquisition unit 11, management are received in management-side communication unit 42
Side control unit 43 logins acquisition unit 41 with regard to control and logins each community by community module and administrator's account and successively will be every
Conversation message all in the past period further controls management-side communication unit as a conversation message stream in a community
All conversation message stream is sent to service managing apparatus 1 by 42.
In the present embodiment, the value of preset time period is identical as the regular set of dialog information acquisition unit 11, that is, logins
Acquisition unit 41 obtains all conversation messages in one week.
Fig. 6 is the flow chart of service management process in the embodiment of the present invention.
As shown in fig. 6, service management process includes the following steps:
Step S1, dialog information acquisition unit 11 access community module by administrator's account and obtain the dialogue of corresponding community
Message flow, subsequently into step S2；
Step S2, dialogue identification part 12 successively carry out each dialog text in the conversation message stream obtained in step S1
Dialogue identification is to obtain multiple sessions of each community, subsequently into step S3；
Step S3, degree of balance calculation part 13 is successively according to the session number of the marketing session of each community calculated in step S2
Amount and the number of sessions of service conversation calculate the degree of balance numerical value of each employee, subsequently into step S4；
Step S4, balance determination unit 14 are asked according to the marketing that the degree of balance numerical value that step S3 is calculated determines that each employee provides
Whether the service answered balances, subsequently into step S5；
Step S5, prompt information generating unit 17 generate corresponding prompt information according to the judgement result of step S5, then into
Enter step S6；
Step S6, conjugation calculation part 15 is successively according to the session number of the marketing session of each community calculated in step S2
Amount and the number of sessions of service conversation calculate the conjugation numerical value of each employee, subsequently into step S7；
Step S7 is asked in conjunction with determination unit 16 according to the marketing that the conjugation numerical value that step S6 is calculated determines that each employee provides
Whether the session total amount for answering service meets recommended amount, subsequently into step S8；
Step S8, prompt information generating unit 17 generate corresponding prompt information according to the judgement result of step S7, then into
Enter step S9；
Step S9, each prompt information that service side communication unit 18 successively generates step S5 and step S8 is according to corresponding
Employee's account be sent to employee's terminal, subsequently into terminate state.
In the present embodiment, the time judging unit judgement of dialog information acquisition unit 11 reaches regular set, will be again
It obtains the conversation message stream of each community and executes above-mentioned steps again.
In the present embodiment, above-mentioned steps S3 to S8 is that sequence is successively run.In other embodiments, above-mentioned steps S3 to S5
And step S6 to S7 can also be run simultaneously by modes such as parallel threads.
By the above process, organization periodically can be monitored and remind to the service state of employee.
Embodiment action and effect
It can due to having dialogue identification part according to the service management system provided in this embodiment based on community system
The conversation message stream that dialog information acquisition unit is obtained from community is identified to obtain service conversation and marketing session, into one
Step according to service conversation and marketing session carries out that each zooid is calculated by degree of balance calculation part and conjugation calculation part
The degree of balance numerical value and conjugation numerical value of work, so that reminding generating unit that can be determined according to balance determination unit and combination
Portion generates corresponding prompting message to the judgement result of the degree of balance numerical value and conjugation numerical value, to keep employee timely
Whether the question and answer marketing service that understanding is supplied to consumer within the past period balances.The present invention by community message into
Row analysis is further reminded employee by the degree of balance and conjugation that calculate, so as to help service level lower
Employee's (such as new person employee etc.) more intuitively recognize its service degree, thus preferably for consumer provide marketing,
The service such as question and answer, can also help the higher employee of service level preferably to hold the working condition of itself, final to realize consumption
The satisfied maximization of person, improves the job performance and efficiency of service of employee.
In embodiment, due to being believed by carrying out context text cluster to the dialog text based on time window dialogue
Breath stream conversates identification, therefore can be realized and form session to the classification of the service session information content in community, to realize
Utilization to conversation message in community enables degree of balance calculation part and conjugation calculation part to be based on community information to member
The degree of balance and conjugation of work are calculated.
It, can be to employee due to the quantity calculated equilibrium degree according to marketing session and service conversation in embodiment
Marketing service and question and answer service be balanced.Inventors have found that the degree of balance is nearer it is in 0, i.e. marketing session and clothes
Be engaged in session quantity nearer it is in equal, the satisfaction of consumer and the performance of employee can be improved significantly.Therefore
Marketing service and question and answer service are balanced by degree of balance reminding employees, employee and enterprise can be helped preferably to improve and consume
The interaction of person.
In embodiment, there is conjugation since the quantity according to marketing session and service conversation calculates, it can be right
The service total amount of employee is balanced.Inventors have found that the satisfaction of the conjugation and consumer are positively correlated: when quantity of service mistake
When few, the satisfaction of consumer necessarily will affect, and when quantity of service is excessive, the satisfaction for also resulting in consumer generates volume
Effect is collected to successively decrease.Therefore, excessive quantity of service can not only increase the load of employee, it is also possible to cause the dislike of consumer,
Efficiency is very low.And the present invention is by calculations incorporated degree so that the quantity of service of employee be able to maintain it is more excellent at one
Recommendation numerically, therefore can be improved the efficiency of service of employee.
Above-described embodiment is only used for the specific embodiment illustrated the present invention, and the present invention is not limited to the above embodiments
Description range.
In embodiment, the degree of balance numerical value and conjugation numerical value generated in decision process can also be stored and be applied
In following employee work analysis etc., for example, can be respectively according to degree of balance numerical value and conjugation numerical value to each zooid
Work carries out ranking, thus know work preferably employee and take incentive measure etc..
Claims (9)
1. a kind of service management system based on community system characterized by comprising
Service managing apparatus；
At least one employee's terminal, is provided with community module corresponding with the community system, and each employee's terminal has
One is used to access employee's account of the community module, and each employee's account is corresponding with a community, employee's account
Number for allowing employee to login the community by employee's account and provide a user question and answer marketing service information；
Multiple user terminals are provided with the community module, have the user account for accessing the community module, for allowing
The user logins the community by the user account and obtains the question and answer marketing service information that the employee provides；
One administrator terminal is provided with the community module, has administrator's account for accessing all community modules
Number, the service managing apparatus logins the community by administrator's account and periodically obtains the text of the dialogue in the community
This,
Wherein, there is the service managing apparatus dialog information acquisition unit, dialogue identification part, degree of balance calculation part, balance to determine
Portion, prompt information generating unit, conjugation calculation part, in conjunction with determination unit and service side communication unit,
The dialog information acquisition unit periodically accesses the community module by administrator's account and obtains corresponding each institute
The conversation message stream of community is stated, which contains a plurality of dialog text and corresponding timestamp,
It is more to obtain that the dialogue identification part engages in the dialogue identification to dialog text described in each item in the conversation message stream
A session related with content type, the session are divided into service conversation and marketing session,
The degree of balance calculation part is calculated according to the number of sessions of the marketing session and the number of sessions of the service conversation
The degree of balance numerical value of the employee,
The balance determination unit is according to the question and answer marketing service information that the degree of balance numerical value determines that the employee provides
No balance,
If it is determined that the uneven then described prompt generating unit according to the corresponding degree of balance prompt information of the degree of balance numerical generation simultaneously
It is sent to employee's terminal by service side communication unit,
The conjugation calculation part is calculated according to the number of sessions of the marketing session and the number of sessions of the service conversation
The conjugation numerical value of the employee,
The combination determination unit determines the question and answer marketing service information that the employee provides according to the conjugation numerical value
Whether session total amount meets recommended amount,
It is just prompted according to the corresponding conjugation of the conjugation numerical generation if it is determined that not meeting the then prompt information generating unit
Information is simultaneously sent to employee's terminal by service side communication unit.
2. the service management system according to claim 1 based on community system, it is characterised in that:
Wherein, the service conversation is divided into take the initiative in offering a hand session and request service conversation,
The dialogue identification part carries out the dialogue identification by the following method:
It identifies the beginning of session described in three classes, and context text cluster is carried out to the dialog text based on time window, from
And obtain multiple sessions.
3. the service management system according to claim 2 based on community system, it is characterised in that:
Wherein, a context dialog text mjThe time window W (mj) be；
In formula (1), tiFor dialog text miThe timestamp, tjFor dialog text mjThe timestamp, the value of D be 6 or
12 hours；
Dialog text m described in each includes that there are three types of contexts, respectively author's context CA(m), context C is referred toC(m)
And time context CT(m),
The wordembedding term vector of dialog text m is expressed as v (m), uses dialog text miThree kinds of contexts expand
Open up dialog text mi, then dialog text miExtension indicate m 'iAre as follows:
In formula (2), the meaning of parameters are as follows:
PA(dij) --- dialog text mjBelong to author's context CA(mi) when dialog text miWith dialog text mjBelong to same
The probability of session；
PC(dij) --- dialog text mjBelong to and refers to context CC(mi) when dialog text miWith dialog text mjBelong to same
The probability of session；
PT(dij) --- dialog text mjBelong to time context CT(mi) when dialog text miWith dialog text mjBelong to same
The probability of session；
α --- the content of dialog text m weight shared in extension indicates；
λA--- the relative weighting of author's context；
λC--- the relative weighting for referring to context；
λT--- the relative weighting of the time context, λA+λC+λT=1；
Further, the text cluster is carried out to the dialog text m, is clustering prototype by the beginning label of dialogue described in three classes
T, and calculate dialog text miWith dialog text mjText degree of approximation sim (mi, mj):
For remaining other dialog texts mj, calculate the similarity sim (m with the clustering prototypej, T):
In formula, ifThen dialog text mjAffiliated cluster beIf Then mjIt is not belonging to this
The text dialogue to be identified, tthreshFor mjBelong toMinimum similarity degree threshold value,
The dialog text m that corresponding each clustering prototype T can be obtained by formula (4) and (5), successively according to each described
The affiliated dialog text m is combined to form each session by clustering prototype T.
4. the service management system according to claim 3 based on community system, it is characterised in that:
Wherein, author's context CA(m) all of the same author a are belonged to by the dialog text m and dialog text m
Dialog text is constituted:
In dialog text mjBelong to author's context CA(m) when, dialog text miWith the dialog text mjBelong to same
The probability P of sessionA(dij) are as follows:
In formula, N indicates the probability density function of normal distribution, μaIt indicates the mean value of normpdf, be set as 0,
σaIndicate the standard deviation for belonging to the normpdf of author's context,
The reference context CC(m) by the every other dialog text of the dialog text m author a mentioned and this is mentioned
The every other dialog text of the author a of dialog text m is constituted:
In formula, MaIndicate all dialog texts of author a,
In the dialog text mjBelong to the reference context CC(m) when, dialog text miWith the dialog text mjBelong to same
The probability P of one sessionC(dij) are as follows:
In formula, μcIt indicates the mean value of normpdf, be set as 0, σcIt indicates to belong to the normal state point for referring to context
The standard deviation of cloth probability density function,
The time context CT(m) it is made of the every other sentence other than the dialog text m:
CT(m)=M m (10)
In formula, M indicates all dialog texts,
In the dialog text mjBelong to the time context CT(m), dialog text miWith the dialog text mjBelong to same
The probability P of a sessionT(dij) are as follows:
In formula, μTThe mean value for indicating normpdf, is set as 0, σTIndicate the normal state point for belonging to time context
The standard deviation of cloth probability density function.
5. the service management system according to claim 1 based on community system, it is characterised in that:
Wherein, the degree of balance numerical value BDitCalculation formula are as follows:
BDit=Service_Cntit-Sale_Cntit (12)
The conjugation numerical value CDitCalculation formula are as follows:
CDit=Service_Cntit×Sale_Cntit (13)
In formula, Sale_CntitIt is the quantity for the marketing session that the employee i is issued in unit time t, Service_
CntitIt is the quantity for the service conversation that the employee i is issued in unit time t.
6. the service management system according to claim 1 based on community system, it is characterised in that:
Wherein, the dialog information acquisition unit obtains the time of the conversation message stream periodically as acquisition in every minor tick one week.
7. the service management system according to claim 6 based on community system, it is characterised in that:
Wherein, the prompt information generating unit is in the degree of balance prompting message according to the degree of balance numerical generation:
Once the degree of balance numerical value is lower than preset first degree of balance numerical value, just generate for reminding employee's market content
Push excessive prompt information；
Once the degree of balance numerical value is higher than preset second degree of balance numerical value, just generate for reminding employee's service content
Excessive prompt information,
The range of the value of first degree of balance numerical value is -40~-20,
The range of the value of second degree of balance numerical value is 20~40.
8. the service management system according to claim 6 based on community system, it is characterised in that:
Wherein, the prompt information generating unit is in the conjugation prompting message according to the conjugation numerical generation:
Once the conjugation numerical value is lower than preset first conjugation numerical value, the prompt information generating unit is just generated for mentioning
The employee that wakes up increases the prompt information of the question and answer marketing service information content,
Once the conjugation numerical value is higher than preset second conjugation numerical value, the prompt information generating unit is just generated for mentioning
The employee that wakes up can suitably reduce the prompt information of the question and answer marketing service information content,
The range of the value of the first conjugation numerical value is 2136~4136,
The range of the value of the second conjugation numerical value is 6056~8056.
9. the service management system according to claim 1 based on community system, it is characterised in that:
Wherein, there is employee's terminal employee side picture storage unit and employee side to input display unit,
The employee side picture storage unit is stored with prompt information and checks picture,
The employee side input display unit is used for when receiving the degree of balance prompt information or the conjugation prompt information
Show that the prompt information checks picture and the employee is allowed to check corresponding prompt information.
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