CN110677543A - Interaction method of intelligent customer service system - Google Patents
Interaction method of intelligent customer service system Download PDFInfo
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- CN110677543A CN110677543A CN201910862082.3A CN201910862082A CN110677543A CN 110677543 A CN110677543 A CN 110677543A CN 201910862082 A CN201910862082 A CN 201910862082A CN 110677543 A CN110677543 A CN 110677543A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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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
Abstract
The invention discloses an interaction method of an intelligent customer service system, which comprises the following steps: the customer presses a key to reach the service platform after calling in through the telephone; a customer selects an intelligent seat and transfers the intelligent seat to an intelligent voice interaction platform; the intelligent voice interaction platform interacts with the client through the question-answering module and the interaction module; if the intelligent voice interaction platform directly answers the customer, making a corresponding work order and filing; if the intelligent voice interaction platform can not answer the customer, the intelligent voice interaction platform provides the customer with a manual service switching platform and a manual service non-switching platform, and the intelligent voice interaction platform makes a corresponding work order dispatching choice. According to the intelligent customer service robot, the intelligent customer service robot can answer the requirements of the client on common consultations, fault repair, promotion, suggestions and the like, so that the pressure of customer service staff can be effectively reduced, and manual customer service resources are greatly saved.
Description
Technical Field
The invention relates to an interaction method of an intelligent customer service system, belonging to the technical field of on-line customer service.
Background
With the rapid development of national economy and the great improvement of the living standard of residents, the energy consumption demand and the power consumption demand are both increased rapidly; meanwhile, the urbanization process is accelerated, and a power grid company in the power industry runs at full load and high speed for a long time, so that great pressure is formed on enterprise business management and customer service management. However, in the face of the increasing of customer service traffic, it is difficult to implement uniform, efficient, and convenient service and management only by increasing the number of workers, by answering and recording by telephone operators, or by a single function of recording and storing by a system. Although most of the channel construction cost and the human service cost are consumed, the customer satisfaction cannot be directly and effectively improved.
With the vigorous investment and careful control of national grid companies on high-quality services in recent years, the 95598 service brand effect of 'power consumption by you and our minds' is prominent, and the power consumption brand effect is a main channel for reflecting related demands of power consumption by customers at present. 95598 telephone traffic and work orders increase year by year, and the receiving capacity of man-made services in 2018 reaches 302.9 Wantong. The account ratio of 252.2 million general responses directly after manual answering is 83.3%, the account ratio is mainly that a customer reflects the situation that a seat directly responds to power failure information after a power failure problem is reflected, and the customer consults a user number, inquires an electric charge and the like through information such as a user name, an address and the like. These questions are easy to answer and have low complaint risk, but occupy most of the energy of human seats, resulting in reduction of work efficiency.
Therefore, aiming at the current huge customer service traffic, the complicated manual workload and the inefficient management, how to analyze a scientific system, optimize and improve the service channel capacity, save the operation cost, improve the operation efficiency, provide uniform, efficient and convenient service experience for customers is a problem to be solved by technical personnel in the field at present.
Disclosure of Invention
Aiming at the problems in the prior art, the invention provides an interaction method of an intelligent customer service system, and by means of the intelligent customer service robot, the intelligent customer service robot can answer the requirements of client general consultations, fault repair, praise, advice and the like, the pressure of customer service workers can be effectively reduced, and manual customer service resources are greatly saved.
In order to achieve the purpose, the technical scheme adopted by the invention is as follows:
an interaction method of an intelligent customer service system comprises the following steps:
firstly, a client presses a key to reach a service platform after calling in through a telephone;
and step two, directly entering the intelligent voice interaction platform after the client key selects fault repair or service consultation or promotion or suggestion.
Step three, the intelligent voice interaction platform interacts with the customer through a question-answering module and an interaction module;
if the intelligent voice interaction platform directly answers the customer, making a corresponding work order and filing; if the intelligent voice interaction platform can not answer the customer, the intelligent voice interaction platform provides the customer with a manual service switching platform and a manual service non-switching platform, and the intelligent voice interaction platform makes a corresponding work order dispatching choice.
As a further improvement of the invention, in the fourth step, when the customer selects the manual service platform and then transfers to the manual service platform, the manual seat communicates with the customer and makes a corresponding work order to be dispatched or filed; and when the customer chooses not to switch the manual service platform and the intelligent voice interaction platform makes the corresponding work order to be sent, the intelligent voice interaction platform makes the corresponding work order to be sent.
As a further improvement of the invention, under the two conditions that the intelligent voice interaction platform directly answers the customer and the intelligent voice interaction platform cannot answer the customer, the manual service platform can obtain the details of the problem reflected by the customer to the intelligent voice interaction platform and the work order generation information.
As a further improvement of the invention, the system comprises a service platform, an intelligent voice interaction platform and a manual service platform, a customer can reach the service platform by pressing a key after calling in, an information output end of the service platform is connected to an information input end of the intelligent voice interaction platform, and an information and data output end of the intelligent voice interaction platform is connected with the manual service platform.
As a further improvement of the invention, the intelligent voice interaction platform comprises a question-answering module, an acquisition module, an analysis module, a generation module and a sending module;
the question-answering module asks and answers questions and answers with the clients through preset question-answering models with different service types;
the acquisition module is used for acquiring the voice information of the client;
the analysis module is used for analyzing the voice information to obtain corresponding text information;
the generating module is used for capturing the character keywords and triggering the service platform to generate a corresponding work order;
and the sending module is used for dispatching the generated work orders.
As a further improvement of the invention, the intelligent knowledge base system also comprises an interaction module and an intelligent knowledge base, wherein the interaction module is communicated with the intelligent knowledge base, and the intelligent knowledge base comprises questions and answers used by the question answering module and can be automatically and manually maintained; the interaction module is used for the PMS or the marketing service application system to perform data interaction through a data interface and inquire the basic information of customers, the electric quantity and the electricity charge information and the power failure information.
As a further improvement of the invention, the generating module comprises a necessary item, detects whether the necessary item in the generated work order is filled, and if the necessary item is not filled, the client needs to be continuously inquired to obtain related content; the related content comprises a customer address, a contact telephone and acceptance content.
As a further improvement of the invention, the intelligent knowledge base provides an automatic updating function and a manual updating function.
As a further improvement of the invention, the intelligent voice interaction platform further comprises a learning module for recording the problem that the customer experiences poorly and cannot answer the problem record in the process of using the intelligent voice interaction platform, so that the staff can update the intelligent knowledge base in time and the experience effect of the customer is improved;
the intelligent voice interaction platform further comprises a callback module, and when the client is disconnected after being switched to the intelligent voice interaction platform, the intelligent voice interaction platform automatically dials back to the client.
As a further improvement of the invention, the intelligent voice interaction platform also comprises an evaluation module and a return visit module;
after the call is finished, the client evaluates the service condition of the intelligent voice interaction platform through the evaluation module; after the work order enters a return visit link, the intelligent customer service calls back the customer through the return visit module, the customer is inquired through the problems in the intelligent knowledge base to check whether the customer problems are solved, if the customer has new problems, the customer problems are recorded and then a new work order is made, and the work order is transferred to the manual customer service to check whether the work order needs to be re-issued or the customer is manually returned to consult the detailed condition; and if the customer problem is solved, directly filing the work order after satisfaction survey.
Compared with the prior art, the invention has the following beneficial effects:
1. the intelligent and automatic level is high. The training period of the manual customer service personnel is long, the mobility is high, the problem is solved by an intelligent agent, common problems and answers are directly input into an intelligent knowledge base, and the problems of customers are directly solved through a question and answer module. When the dialect can not identify and can not completely answer the customer problem, the manual service can be automatically switched, so that the intelligent agent and the manual agent are perfectly compatible.
2. The customer service efficiency is improved. After dialing 95598, the client responds to simple requirements such as fault repair, service consultation, suggestion, table and the like through the intelligent customer service, and when the client considers that the intelligent customer service cannot solve the problems provided by the intelligent customer service, the client consults the manual customer service. The method can improve the service answering rate, reduce the waiting time, effectively liberate manual customer service, solve the problem that customers are more complicated, and improve the working efficiency. Especially, under the condition that the telephone traffic increases suddenly such as meeting peak summer, the superiority of intelligent customer service is more highlighted, and the cost for increasing manual customer service is reduced. 3. And the service risk is reduced. Firstly, intelligent customer service communicates with the customer through the question-answering module in the intelligent knowledge base, and the conversation process is more standard, has reduced artifical customer service because the service risk that circumstances such as service is not standard lead to. Secondly, at the time of telephone traffic peak and busy human seats, the intelligent customer service can reduce the waiting time of the customers and avoid the emotional change of the customers caused by long-time waiting.
Drawings
FIG. 1 is a block diagram of the interaction flow of the present invention.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. The following description of at least one exemplary embodiment is merely illustrative in nature and is in no way intended to limit the application, its application, or uses. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
It is noted that the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of example embodiments according to the present application. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, and it should be understood that when the terms "comprises" and/or "comprising" are used in this specification, they specify the presence of stated features, steps, operations, devices, components, and/or combinations thereof, unless the context clearly indicates otherwise.
The relative arrangement of the components and steps, the numerical expressions, and numerical values set forth in these embodiments do not limit the scope of the present application unless specifically stated otherwise. Meanwhile, it should be understood that the sizes of the respective portions shown in the drawings are not drawn in an actual proportional relationship for the convenience of description. Techniques, methods, and apparatus known to those of ordinary skill in the relevant art may not be discussed in detail but are intended to be part of the specification where appropriate. In all examples shown and discussed herein, any particular value should be construed as merely illustrative, and not limiting. Thus, other examples of the exemplary embodiments may have different values. It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, further discussion thereof is not required in subsequent figures.
In the description of the present application, it is to be understood that the orientation or positional relationship indicated by the directional terms such as "front, rear, upper, lower, left, right", "lateral, vertical, horizontal" and "top, bottom", etc., are generally based on the orientation or positional relationship shown in the drawings, and are used for convenience of description and simplicity of description only, and in the case of not making a reverse description, these directional terms do not indicate and imply that the device or element being referred to must have a particular orientation or be constructed and operated in a particular orientation, and therefore, should not be considered as limiting the scope of the present application; the terms "inner and outer" refer to the inner and outer relative to the profile of the respective component itself.
Spatially relative terms, such as "above … …," "above … …," "above … …," "above," and the like, may be used herein for ease of description to describe one device or feature's spatial relationship to another device or feature as illustrated in the figures. It will be understood that the spatially relative terms are intended to encompass different orientations of the device in use or operation in addition to the orientation depicted in the figures. For example, if a device in the figures is turned over, devices described as "above" or "on" other devices or configurations would then be oriented "below" or "under" the other devices or configurations. Thus, the exemplary term "above … …" can include both an orientation of "above … …" and "below … …". The device may be otherwise variously oriented (rotated 90 degrees or at other orientations) and the spatially relative descriptors used herein interpreted accordingly.
It should be noted that the terms "first", "second", and the like are used to define the components, and are only used for convenience of distinguishing the corresponding components, and the terms have no special meanings unless otherwise stated, and therefore, the scope of protection of the present application is not to be construed as being limited.
As shown in fig. 1, an interaction method of an intelligent customer service system includes the following steps:
firstly, a client presses a key to reach a service platform after calling in through a telephone;
step two, the customer selects an intelligent seat and transfers the intelligent seat to an intelligent voice interaction platform;
step three, the intelligent voice interaction platform interacts with the customer through a question-answering module and an interaction module;
if the intelligent voice interaction platform directly answers the customer, making a corresponding work order and filing; if the intelligent voice interaction platform can not answer the customer, the intelligent voice interaction platform provides the customer with a manual service switching platform and a manual service non-switching platform, and the intelligent voice interaction platform makes a corresponding work order dispatching choice.
As a further improvement of the invention, in the fourth step, when the customer selects the manual service platform and then transfers to the manual service platform, the manual seat communicates with the customer and makes a corresponding work order to be dispatched or filed; and when the customer chooses not to switch the manual service platform and the intelligent voice interaction platform makes the corresponding work order to be sent, the intelligent voice interaction platform makes the corresponding work order to be sent.
As a further improvement of the invention, under the two conditions that the intelligent voice interaction platform directly answers the customer and the intelligent voice interaction platform cannot answer the customer, the manual service platform can obtain the details of the problem reflected by the customer to the intelligent voice interaction platform and the work order generation information.
As a further improvement of the invention, the system comprises a service platform, an intelligent voice interaction platform and a manual service platform, a customer can reach the service platform by pressing a key after calling in, an information output end of the service platform is connected to an information input end of the intelligent voice interaction platform, and an information and data output end of the intelligent voice interaction platform is connected with the manual service platform.
As a further improvement of the invention, the intelligent voice interaction platform comprises a question-answering module, an acquisition module, an analysis module, a generation module and a sending module;
the question-answering module asks and answers questions and answers with the clients through preset question-answering models with different service types;
the acquisition module is used for acquiring the voice information of the client;
the analysis module is used for analyzing the voice information to obtain corresponding text information;
the generating module is used for capturing the character keywords and triggering the service platform to generate a corresponding work order;
and the sending module is used for dispatching the generated work orders.
As a further improvement of the invention, the intelligent knowledge base system also comprises an interaction module and an intelligent knowledge base, wherein the interaction module is communicated with the intelligent knowledge base, and the intelligent knowledge base comprises questions and answers used by the question answering module and can be automatically and manually maintained.
As a further improvement of the invention, the generating module comprises a necessary item, detects whether the necessary item in the generated work order is filled, and if the necessary item is not filled, the client needs to be continuously inquired to obtain related content; the related contents comprise a fault address, a contact telephone and acceptance contents in the fault report repair work order.
As a further improvement of the present invention, the intelligent knowledge base provides an automatic update function and a manual update function; the intelligent voice interaction platform further comprises a learning module, and the learning module is used for recording the problems that the customers experience poorly and cannot answer the problem records in the process of using the intelligent voice interaction platform, so that the workers can update the intelligent knowledge base in time, and the customer experience effect is improved.
As a further improvement of the invention, the intelligent voice interaction platform also comprises a callback module, and when the client is disconnected after switching to the intelligent voice interaction platform, the intelligent voice interaction platform automatically dials back to the client.
As a further improvement of the invention, the intelligent voice interaction platform also comprises an evaluation module and a return visit module;
after the call is finished, the client evaluates the service condition of the intelligent voice interaction platform through the evaluation module;
at present, work order return visit work is carried out manually, the workload is large, the technical content is low, and general work orders such as fault repair, consultation and service application can be returned visit by intelligent customer service. The return visit process is similar to the business handling process, after the work order enters the return visit stage, the intelligent customer service calls back the customer, inquires about the customer through the relevant problems in the intelligent knowledge base to check whether the customer problems are solved, if the customer has new problems, the customer problems are recorded and then a new work order is made, and the work order is transferred to the manual customer service to check whether the work order needs to be re-issued or the detailed condition of manual return call customer consultation is needed; and if the customer problem is solved, directly filing the work order after satisfaction survey.
The first implementation mode comprises the following steps: intelligent customer service processing fault repair service
After dialing 95598, the client accesses the service platform, switches to the intelligent voice interaction platform by selecting 'fault repair', and interacts with the client through an intelligent customer service through a question and answer module which is already arranged in a knowledge base, for example: firstly, inquiring whether a single-family power failure or a multi-family power failure occurs to a client, inquiring the condition of a client ammeter to judge whether the power failure is an arrearage power failure if the power failure is a single-family power failure, directly replying the client if the power failure is an arrearage power failure, converting the acquired voice information of the client into character information, obtaining corresponding key fields after analysis, filling the key fields into a work order of a service platform, and filing the work order; if the power failure is judged to be not owing, the information of the client number, the fault address and the like is inquired, and after the information is checked with the client, the order is filled in and then the order sending processing is carried out. Inquiring information such as a client number, a fault address, acceptance content and the like if the power is cut off for multiple clients, obtaining corresponding client numbers or information such as province, city, county (district), village and the like through character analysis, checking the information with the clients, inquiring whether power cut information of the areas where the clients are located through an equipment operation and maintenance management system after checking the information, broadcasting the power cut information to the clients if the power cut information exists, replying according to the inquiry problem of the clients (how to send power and the like), generating a work order through a generating module and directly filing the work order; and if the power failure information does not exist, the generation module and the sending module are used for dispatching in the 95598 business support system.
If the customer and the intelligent customer service session are finished, the system asks the customer to evaluate the service, which can be key selection or voice expression, can obtain the satisfaction rate of the intelligent customer service, and optimizes the intelligent knowledge base according to the feedback evaluation of the customer.
The second embodiment: intelligent customer service consultation service
After dialing 95598, a client accesses a service platform, is switched to an intelligent voice interaction platform by selecting 'service consultation', is connected with other systems through an interaction module according to the client consultation problem, inquires information such as power failure information, client archive information and electricity charge in the system, and if the client can be directly answered, the client is filed after generating a work order, and if the client cannot be answered, the client is sent. The intelligent customer service can select the type of the work order according to the keyword information in the customer response problem, such as consultation, suggestion, hastening and the like.
After the interaction between the customer and the intelligent customer service is finished, the inquiry of whether the problem is solved or not and whether the problem needs to be transferred to the artificial customer service or not can be added, or when the intelligent customer service cannot find out the relevant problem answers in the question-answering module, the transfer to the artificial service platform can be provided, after the transfer, the artificial seat can directly see the work order information extracted and compiled by the intelligent customer service, and can directly carry out the operations of editing, filing, dispatching and the like on the work order. If the intelligent customer service problem is not solved and the manual customer service condition is switched, the problem is registered and issued through the learning module, and a worker is required to maintain the intelligent customer service problem.
In the same way, after the conversation between the client and the intelligent client service is finished, the system asks the client to evaluate the service, which can be key selection or voice expression, can obtain the satisfaction rate of the intelligent client service, and optimizes the intelligent knowledge base according to the feedback evaluation of the user.
The invention has high intellectualization and automation level. The training period of the manual customer service personnel is long, the mobility is high, the problem is solved by an intelligent agent, common problems and answers are directly input into an intelligent knowledge base, and the problems of customers are directly solved through a question and answer module. When the dialect can not identify and can not completely answer the customer problem, the manual service can be automatically switched, so that the intelligent agent and the manual agent are perfectly compatible.
The invention improves the customer service efficiency. After dialing 95598, the client responds to simple requirements such as fault repair, service consultation, suggestion, table and the like through the intelligent customer service, and when the client considers that the intelligent customer service cannot solve the problems provided by the intelligent customer service, the client consults the manual customer service. The method can improve the service answering rate, reduce the waiting time, effectively liberate manual customer service, solve the problem that customers are more complicated, and improve the working efficiency. Especially, under the condition that the telephone traffic increases suddenly such as meeting peak summer, the superiority of intelligent customer service is more highlighted, and the cost for increasing manual customer service is reduced.
The invention reduces the service risk. Firstly, intelligent customer service communicates with the customer through the question-answering module in the intelligent knowledge base, and the conversation process is more standard, has reduced artifical customer service because the service risk that circumstances such as service is not standard lead to. Secondly, at the time of telephone traffic peak and busy human seats, the intelligent customer service can reduce the waiting time of the customers and avoid the emotional change of the customers caused by long-time waiting.
Claims (10)
1. An interaction method of an intelligent customer service system is characterized by comprising the following steps:
firstly, a client presses a key to reach a service platform after calling in through a telephone;
secondly, directly entering an intelligent voice interaction platform after a client key selects fault repair or service consultation or promotion or suggestion;
step three, the intelligent voice interaction platform interacts with the customer through a question-answering module and an interaction module;
if the intelligent voice interaction platform directly answers the customer, making a corresponding work order and filing; if the intelligent voice interaction platform can not answer the customer, the intelligent voice interaction platform provides the customer with a manual service switching platform and a manual service non-switching platform, and the intelligent voice interaction platform makes a corresponding work order dispatching choice.
2. The interaction method of an intelligent customer service system according to claim 1, wherein in the fourth step, when the customer selects the manual service platform and then transfers to the manual service platform, the manual agent communicates with the customer and makes a corresponding work order to be dispatched or filed; and when the customer chooses not to switch the manual service platform and the intelligent voice interaction platform makes the corresponding work order to be sent, the intelligent voice interaction platform makes the corresponding work order to be sent.
3. The interaction method of the intelligent customer service system according to claim 2, wherein: under the two conditions that the intelligent voice interaction platform directly answers the customer and the intelligent voice interaction platform cannot answer the customer, the manual service platform can obtain the details of the problem reflected by the customer to the intelligent voice interaction platform and the work order generation information.
4. The interactive method of an intelligent customer service system according to claim 3, wherein the system comprises a service platform, an intelligent voice interactive platform and a manual service platform, the customer can reach the service platform by pressing a button after calling in, the information output end of the service platform is connected to the information input end of the intelligent voice interactive platform, and the information and data output end of the intelligent voice interactive platform is connected to the manual service platform.
5. The interaction method of the intelligent customer service system according to claim 4, wherein: the intelligent voice interaction platform comprises a question-answering module, an acquisition module, an analysis module, a generation module and a sending module;
the question-answering module asks and answers with the client through a question-answering model with a preset service type;
the acquisition module is used for acquiring the voice information of the client;
the analysis module is used for analyzing the voice information to obtain corresponding text information;
the generating module is used for capturing the character keywords and triggering the service platform to generate a corresponding work order;
and the sending module is used for dispatching the generated work orders.
6. The interaction method of the intelligent customer service system according to claim 5, wherein: the intelligent knowledge base comprises questions and answers used by the question and answer module and can be automatically and manually maintained; the interaction module is used for the PMS or the marketing service application system to perform data interaction through a data interface and inquire the basic information of customers, the electric quantity and the electricity charge information and the power failure information.
7. The interaction method of the intelligent customer service system according to claim 5, wherein: the generating module comprises a necessary item, detects whether the necessary item in the generated work order is filled, and if the necessary item is not filled, the client needs to be continuously inquired to obtain related content; the related content comprises a customer address, a contact telephone and acceptance content.
8. The interaction method of the intelligent customer service system according to claim 7, wherein: the intelligent knowledge base provides an automatic updating function and a manual updating function.
9. The interaction method of the intelligent customer service system according to claim 7, wherein: the intelligent voice interaction platform also comprises a learning module which is used for recording the problems with poor experience and the problem records which cannot be answered in the process that the client uses the intelligent voice interaction platform, so that the working personnel can update the intelligent knowledge base in time and the experience effect of the client is improved;
the intelligent voice interaction platform further comprises a callback module, and when the client is disconnected after being switched to the intelligent voice interaction platform, the intelligent voice interaction platform automatically dials back to the client.
10. The interaction method of the intelligent customer service system according to any one of claims 1-9, characterized in that: the intelligent voice interaction platform also comprises an evaluation module and a return visit module;
after the call is finished, the client evaluates the service condition of the intelligent voice interaction platform through the evaluation module; after the work order enters a return visit link, the intelligent customer service calls back the customer through the return visit module, the customer is inquired through the problems in the intelligent knowledge base to check whether the customer problems are solved, if the customer has new problems, the customer problems are recorded and then a new work order is made, and the work order is transferred to the manual customer service to check whether the work order needs to be re-issued or the customer is manually returned to consult the detailed condition; and if the customer problem is solved, directly filing the work order after satisfaction survey.
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| 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 |
| CN111428160A (en) * | 2020-03-20 | 2020-07-17 | 支付宝(杭州)信息技术有限公司 | Service acceptance method and device and electronic equipment |
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| CN111967975A (en) * | 2020-08-19 | 2020-11-20 | 中国银行股份有限公司 | Service problem processing system and working method |
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| CN112581812A (en) * | 2020-11-23 | 2021-03-30 | 读书郎教育科技有限公司 | System and method for assisting online education live broadcast after-class teacher to communicate with students |
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| CN112837684A (en) * | 2021-01-08 | 2021-05-25 | 北大方正集团有限公司 | Service processing method and system, service processing device and readable storage medium |
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| CN113301214A (en) * | 2021-05-25 | 2021-08-24 | 深圳市优服网技术服务有限公司 | Intelligent work order system can carry out |
| CN113315693A (en) * | 2021-05-25 | 2021-08-27 | 支付宝(杭州)信息技术有限公司 | Information processing method and device |
| CN113301214B (en) * | 2021-05-25 | 2023-05-02 | 深圳市优服网技术服务有限公司 | Intelligent work order system |
| CN113313271A (en) * | 2021-06-03 | 2021-08-27 | 国家电网有限公司客户服务中心 | Power system fault repair method and device based on remote customer service |
| CN113992804A (en) * | 2021-10-28 | 2022-01-28 | 国网福建省电力有限公司 | Intelligent scheduling studying and judging method based on artificial intelligence |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
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