CN110955771B - Customer service method and system, computer equipment and computer readable storage medium - Google Patents
Customer service method and system, computer equipment and computer readable storage medium Download PDFInfo
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Abstract
The invention discloses a customer service method and system, a computer device and a computer readable storage medium, wherein the method comprises the following steps: acquiring an intention keyword in the client description information through voice recognition; determining a customer service list to be solved by a customer based on the intention keywords and the customer information; determining a target solution corresponding to the intent key in the client description information from a solution resource pool according to the intent key, wherein the solution resource pool comprises the intent key and the corresponding solution. According to the invention, the intention keywords in the client description information are extracted through the voice recognition technology, and the target solution corresponding to the intention keywords in the client description information is determined from the solution resource pool through the intention keywords, so that the client service list to be solved by the client is processed based on the target solution, thereby simplifying the client service flow and improving the client service efficiency and user experience.
Description
Technical Field
The present invention relates to the field of speech recognition technology, and in particular, to a client service method and system, a computer device, and a computer readable storage medium.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
At present, the service system interface of the customer, particularly the customer service system interface of a bank, is fixedly displayed, most of customer incoming lines are non-secret, if the customer has application of a customer service list before, the customer needs to indicate that the customer service list has been applied for, and then the customer service list application history of the customer can be displayed after the customer is authenticated by the seat. When the customer service is carried out, the agent finds the customer service list described by the customer according to the customer description, then carries out service on the customer, the agent cannot acquire the customer intention at the first time, and each time the incoming line is possibly serviced by different agents, the customer needs to repeat the customer service list problem, and the customer experience of the agent is poor. Therefore, for the above reasons, the existing customer service flow is complicated and complicated, and the user experience is poor.
Therefore, the existing customer service has the problems of low service efficiency and poor user experience.
Disclosure of Invention
The embodiment of the invention provides a customer service method for improving service efficiency and user experience, which comprises the following steps:
acquiring an intention keyword in the client description information through voice recognition;
determining a customer service list to be solved by a customer based on the intention keywords and the customer information; the customer service list to be solved by the customer is a customer service list associated with the intention keywords in the customer descriptive information;
determining a target solution corresponding to the intent key word in the client description information from the solution resource pool according to the intent key word so as to process a client service list to be solved by the client based on the target solution; the solution resource pool comprises intent keywords and solutions corresponding to the intent keywords;
wherein the solutions in the solution resource pool comprise satisfaction of the solutions, and determining the target solution corresponding to the intention key word in the client description information from the solution resource pool according to the intention key word comprises:
determining a solution set corresponding to the intent key words in the client description information from the solution resource pool according to the intent key words;
and taking the solutions with satisfaction exceeding the preset satisfaction in the solution set as target solutions.
The embodiment of the invention also provides a client service system for improving service efficiency and user experience, the device comprises:
the extraction module is used for acquiring the intention keywords in the client description information through voice recognition;
the service list determining module is used for determining a customer service list to be solved by a customer based on the intention keywords and the customer information; the customer service list to be solved by the customer is a customer service list associated with the intention keywords in the customer descriptive information;
a solution determining module, configured to determine a target solution corresponding to the intent keyword in the client description information from a solution resource pool according to the intent keyword, so as to process a client service ticket to be solved by the client based on the target solution; the solution resource pool comprises intent keywords and solutions corresponding to the intent keywords;
the solution determining module comprises a solution set determining unit and a target solution determining unit;
and the solution set determining unit is used for determining a solution set corresponding to the intention key word in the client description information from the solution resource pool according to the intention key word.
And the target solution determining unit is used for taking the solution with satisfaction exceeding the preset satisfaction in the solution set as the target solution.
The embodiment of the invention also provides computer equipment, which comprises a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor realizes the client service method when executing the computer program.
The embodiment of the invention also provides a computer readable storage medium, wherein the computer readable storage medium stores a computer program for executing the customer service method.
In the embodiment of the invention, the intention keywords in the client description information are extracted through the voice recognition technology, and the target solution corresponding to the intention keywords in the client description information is determined from the solution resource pool through the intention keywords, so that the client service list to be solved by the client is processed based on the target solution, thereby simplifying the client service flow and improving the client service efficiency and user experience.
Drawings
In order to more clearly illustrate the embodiments of the invention or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described, it being obvious that the drawings in the following description are only some embodiments of the invention, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art. In the drawings:
FIG. 1 is a flowchart of a customer service method according to an embodiment of the present invention;
FIG. 2 is a flowchart of step 101 in a customer service method according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating the implementation of step 103 in the customer service method according to the embodiment of the present invention;
FIG. 4 is a flowchart of another implementation of step 103 in the customer service method according to the embodiment of the present invention;
FIG. 5 is a flowchart of another implementation of the customer service method according to an embodiment of the present invention;
FIG. 6 is a functional block diagram of a customer service system according to an embodiment of the present invention;
fig. 7 is a functional block diagram of an extraction module 601 in a customer service system according to an embodiment of the present invention;
FIG. 8 is a functional block diagram of a solution determination module 603 in a customer service system according to an embodiment of the present invention;
FIG. 9 is another functional block diagram of the solution determination module 603 in the customer service system according to an embodiment of the present invention;
fig. 10 is another functional block diagram of a customer service system according to an embodiment of the present invention.
Detailed Description
For the purpose of making the objects, technical solutions and advantages of the embodiments of the present invention more apparent, the embodiments of the present invention will be described in further detail with reference to the accompanying drawings. The exemplary embodiments of the present invention and their descriptions herein are for the purpose of explaining the present invention, but are not to be construed as limiting the invention.
Fig. 1 shows a flow of implementing a customer service method provided by an embodiment of the present invention, and for convenience of description, only a portion relevant to the embodiment of the present invention is shown, which is described in detail below:
as shown in fig. 1, the customer service method includes:
step 101, obtaining an intention keyword in customer description information through voice recognition;
step 102, determining a customer service list to be solved by a customer based on the intention keywords and the customer information; the customer service list to be solved by the customer is a customer service list associated with the intention keywords in the customer descriptive information;
step 103, determining a target solution corresponding to the intention keyword in the client description information from the solution resource pool according to the intention keyword so as to process a client service list to be solved by the client based on the target solution; the solution resource pool includes intent keywords and their corresponding solutions.
Typically, when customer service is performed, the customer accesses the customer service system through a customer service telephone line. The customer describes his own service needs or service intents in a voice manner. At this time, in order to simplify the complicated process of processing the customer demands by manual butt joint in the prior art, the customer service efficiency is improved, and the intention keywords in the customer description information can be identified and acquired by a voice recognition technology. For example, the client may be specifically guided to describe the current service intention by voice guidance. Thereby, the intention keywords in the client description information can be obtained by utilizing voice recognition.
After the intention keywords in the client description information are obtained by utilizing voice recognition, a client service list to be solved by the client is determined based on the obtained intention keywords and the client information. Generally, a customer service ticket is a work ticket that needs to be solved by a customer and that serves the customer, and mainly includes items to be served and problem-solving requirements. The customer service list contains an intention keyword, and the problem appeal of the customer can be basically achieved through the intention keyword.
The customer service list to be solved by the customer can be a service list which is established in the prior art, but is not solved in real time, and can also be a service list which is established when the customer is led in. In addition, the customer may have previously established a customer service order for the item to be serviced or the problem appeal, but is not resolved. At this time, a customer service ticket corresponding to the customer may also be determined from among customer service tickets to be resolved according to the intention keyword and the customer information. In addition, the customer description information can be identified based on the voice identification technology, and a customer service list is established according to the identified content. The established customer service list is the customer service list to be solved by the customer.
Different customer descriptive information has different intent or question appeal, and different intent or question appeal has different intent keywords. One customer description may have one or more intent keywords therein, and the customer service ticket to be resolved by the customer is a customer service ticket associated with the intent keywords in the customer description. For example, assuming that the intent keyword is a contract fee, the customer service ticket to be resolved by the customer is a customer service ticket associated with the contract fee. Assuming that the intention keyword is a contract term, the customer service ticket to be solved by the customer is the customer service ticket associated with the contract term.
In view of the fact that the solution resource pool contains all the intention keywords and the corresponding solutions thereof. The intent keywords and the solutions may be one-to-many correspondence, i.e., the same intent keyword corresponds to a plurality of solutions; the intent keywords may be in a many-to-one correspondence with the solutions, i.e., multiple intent keywords correspond to the same solution. It is certain that one or more solutions corresponding to the intent key must be available from the solution resource pool through the intent key.
After determining the customer service order that the customer is to solve, we call the solution corresponding to the intent keyword, determined from the solution resource pool, the target solution. Wherein the target solution may be one or a plurality of target solutions. In a preferred embodiment, the target solution is a collection comprising a plurality of solutions corresponding to intent keywords in the customer description information. After the target solution is determined, the customer service ticket to be solved by the customer can be processed based on the obtained target solution.
In the embodiment of the invention, the intention keywords in the client description information are extracted through the voice recognition technology, and the target solution corresponding to the intention keywords in the client description information is determined from the solution resource pool through the intention keywords, so that the client service list to be solved by the client is processed based on the target solution, thereby simplifying the client service flow and improving the client service efficiency and the user experience.
In one embodiment of the invention, speech recognition comprises GMM-HMM framework speech recognition techniques. It will be appreciated by those skilled in the art that other speech recognition techniques besides the GMM-HMM framework speech recognition techniques described above, such as neural network-based speech recognition techniques or artificial intelligence-based speech recognition techniques, may also be employed, as embodiments of the present invention are not limited in this regard.
In one embodiment of the invention, the customer information includes one or more of the following: customer name, customer identification card number, and customer phone number. It will be appreciated by those skilled in the art that the customer information may be a customer name or a customer identification number, and those skilled in the art will also appreciate that the customer information may be other customer information besides the customer name or the customer identification number, such as a customer phone number, etc., which is not particularly limited in the embodiments of the present invention.
Fig. 2 shows a flow of implementing step 101 in the customer service method according to the embodiment of the present invention, and for convenience of description, only the relevant parts of the embodiment of the present invention are shown, which is described in detail below:
in one embodiment of the present invention, in order to improve accuracy of recognition of the intent keyword, the client description information includes client description voice information, as shown in fig. 2, step 101, obtaining the intent keyword in the client description information through voice recognition includes:
step 201, converting the customer descriptive voice information into customer descriptive text information through voice recognition;
step 202, extracting intention keywords in the client description text information.
In the embodiment of the invention, in order to improve the accuracy of the recognition of the intention keywords, the client description voice information can be converted into the client description text information through the voice recognition technology, so that the intention keywords in the client description text information are recognized and extracted.
In the embodiment of the invention, the client description voice information is converted into the client description text information through voice recognition, so that the intention keywords in the client description text information are extracted, and the accuracy of the intention keyword recognition can be improved.
Fig. 3 shows a flow of implementing step 103 in the customer service method provided in the embodiment of the present invention, and for convenience of description, only the relevant parts of the embodiment of the present invention are shown, which is described in detail below:
in an embodiment of the present invention, to further improve the customer service efficiency and the user experience, the solutions in the solution resource pool include satisfaction of the solutions, as shown in fig. 3, step 103, determining, from the solution resource pool, a target solution corresponding to the intent keyword in the customer description information according to the intent keyword, includes:
step 301, determining a solution set corresponding to the intent key words in the client description information from a solution resource pool according to the intent key words;
in step 302, a solution with satisfaction exceeding a preset satisfaction in the solution set is taken as a target solution.
In one embodiment of the invention, after processing the customer service ticket to be resolved by the customer, the customer may score the solution and submit satisfaction with the solution.
Thus, to enhance the user experience, the solutions in the solution resource pool include satisfaction of the solution. Meanwhile, there may be more cases in the solutions corresponding to the intention keywords, and the solutions corresponding to the intention keywords are determined from the solution resource pool as one set, and at this time, we can refer to the solutions corresponding to the intention keywords as a solution set.
In order to determine solutions with higher satisfaction from the solution set, further improve the user experience, solutions in the solution set may be ranked based on the satisfaction of the solutions, and solutions with higher satisfaction exceeding the preset satisfaction may be used as target solutions. Therefore, based on the target solution, the customer service list to be solved by the customer is processed, and the customer service efficiency and the user experience can be further improved. It will be appreciated that the target solution may be one solution or a plurality of solutions, and the embodiments of the present invention are not particularly limited.
Wherein, the preset satisfaction is the preset satisfaction. For example, when the score of satisfaction is always divided into 5 minutes, the preset satisfaction may be preset to be 4.2 minutes, and it will be understood by those skilled in the art that the preset satisfaction may be preset to be other scores than the above 4.2 minutes, for example, 4.3 minutes, etc., which is not particularly limited in the embodiment of the present invention.
Also, for example, when the score of the satisfaction is 100 minutes in total, the preset satisfaction may be preset to 94 minutes, and it will be understood by those skilled in the art that the preset satisfaction may be preset to other scores than the 94 minutes, for example, 96 minutes, etc., which is not particularly limited in the embodiment of the present invention. For another example, when the score of the satisfaction is 10 minutes, the preset satisfaction may be preset to 9.4 minutes, and it will be understood by those skilled in the art that the preset satisfaction may be preset to other scores besides the 9.4 minutes, such as 9.6 minutes, etc., which is not particularly limited in the embodiment of the present invention.
In the embodiment of the invention, a solution set corresponding to the intent key words in the client description information is determined from a solution resource pool according to the intent key words, and then a solution with satisfaction exceeding the preset satisfaction in the solution set is taken as a target solution.
Fig. 4 shows another implementation flow of step 103 in the customer service method provided in the embodiment of the present invention, and for convenience of description, only the relevant parts of the embodiment of the present invention are shown, which is described in detail below:
in an embodiment of the present invention, in order to further improve the customer service efficiency and the user experience, based on the above method steps, as shown in fig. 4, the customer service method further includes:
in step 401, the solutions in the target solutions are ranked according to the satisfaction degree of the solutions in the target solutions from high to low, and the solutions with the preset digits in front are used as the final solutions.
In view of the fact that the target solution may still contain multiple solutions, in order to further improve customer service efficiency and user experience, the top-order solution with higher satisfaction is further determined from the target solution as the final solution.
In particular, all solutions in the target solution may be ordered from high to low according to the satisfaction of the solutions, and then the solution with the preset number of bits in front is used as the final solution. In view of the fact that the satisfaction degree of the solutions with the preset digits is highest among the target solutions, the customer service list to be solved by the customer is processed based on the final solution, and therefore customer service efficiency and user experience can be further improved.
In the embodiment of the invention, the solutions in the target solutions are ranked according to the satisfaction degree of the solutions in the target solutions from high to low, and the solutions with the preset digits in the front row are used as the final solutions, so that the customer service efficiency and the customer experience can be further improved.
Fig. 5 shows another implementation flow of the customer service method provided in the embodiment of the present invention, and for convenience of description, only the relevant parts of the embodiment of the present invention are shown, which is described in detail below:
in an embodiment of the present invention, in order to further improve the customer service efficiency and the user experience, based on the above method steps, as shown in fig. 5, the customer service method further includes:
step 501, after processing a customer service list to be solved by a customer, adding a solution corresponding to the customer service list and satisfaction thereof into a solution resource pool to update the solution resource pool.
In order to further improve the customer service efficiency and the user experience, so as to enrich and update the solution resource pool, after the customer service list to be solved is processed, the customer can evaluate the solution of the customer service list, and finally, the solution corresponding to the customer service list and the satisfaction degree thereof are added into the solution resource pool so as to update and enrich the solution resource pool. By using the updated solution resource pool, the customer service efficiency and the user experience can be further improved.
In the embodiment of the invention, after the customer service list to be solved is processed, the solution corresponding to the customer service list and the satisfaction thereof are added into the solution resource pool so as to update the solution resource pool, thereby further improving the customer service efficiency and the user experience.
The embodiment of the invention also provides a customer service system, as described in the following embodiment. Since the principle of solving the problems of these systems is similar to that of the customer service method, the implementation of these systems can be referred to as implementation of the method, and the repetition is omitted.
Fig. 6 shows functional modules of a customer service system provided in an embodiment of the present invention, and for convenience of explanation, only parts relevant to the embodiment of the present invention are shown in detail as follows:
referring to fig. 6, each module included in the customer service system is configured to perform each step in the corresponding embodiment of fig. 1, and detailed descriptions of fig. 1 and the corresponding embodiment of fig. 1 are omitted herein. In the embodiment of the present invention, the customer service system includes an extraction module 601, a service list determination module 602, and a solution determination module 603.
The extracting module 601 is configured to obtain the intent keyword in the client description information through voice recognition.
A service list determining module 602, configured to determine a customer service list to be resolved by a customer based on the intent keywords and the customer information; the customer service ticket to be solved by the customer is a customer service ticket associated with the intent keyword in the customer descriptive information.
A solution determining module 603, configured to determine, from the solution resource pool, a target solution corresponding to the intent keyword in the client description information according to the intent keyword, so as to process a client service ticket to be solved by the client based on the target solution; the solution resource pool includes intent keywords and their corresponding solutions.
In the embodiment of the invention, the extraction module 601 extracts the intent keywords in the client description information through the voice recognition technology, and the solution determination module 603 determines the target solution corresponding to the intent keywords in the client description information from the solution resource pool through the intent keywords, so as to process the client service list to be solved by the client based on the target solution, thereby simplifying the client service flow, and improving the client service efficiency and the user experience.
In one embodiment of the invention, speech recognition comprises GMM-HMM framework speech recognition techniques.
In one embodiment of the invention, the customer information includes one or more of the following:
customer name, customer identification card number, and customer phone number.
Fig. 7 shows a schematic structure of an extraction module 601 in a customer service system according to an embodiment of the present invention, and for convenience of explanation, only the relevant parts of the embodiment of the present invention are shown, which is described in detail below:
in one embodiment of the present invention, the client description information includes client description voice information in order to improve accuracy of recognition of the intent keyword. Referring to fig. 7, each unit included in the extracting module 601 is configured to perform each step in the corresponding embodiment of fig. 2, and detailed descriptions of fig. 2 and the corresponding embodiment of fig. 2 are omitted herein. In the embodiment of the present invention, the extraction module 601 includes a conversion unit 701 and an extraction unit 702.
The conversion unit 701 is configured to convert the client description voice information into client description text information through voice recognition.
And an extracting unit 702, configured to extract the intent keyword in the client description text information.
In the embodiment of the present invention, the conversion unit 701 converts the client description voice information into the client description text information through voice recognition, and the extraction unit 702 extracts the intended keywords in the client description text information, so that the accuracy of recognition of the intended keywords can be improved.
Fig. 8 shows a schematic structure of a solution determining module 603 in a customer service system according to an embodiment of the present invention, and for convenience of explanation, only a portion related to the embodiment of the present invention is shown, which is described in detail below:
in one embodiment of the invention, to further improve customer service efficiency and user experience, the solutions in the solution resource pool include satisfaction of the solution. Referring to fig. 8, each unit included in the solution determining module 603 is configured to perform each step in the corresponding embodiment of fig. 3, and specifically please refer to fig. 3 and the related description in the corresponding embodiment of fig. 3, which are not repeated herein. In the embodiment of the present invention, the solution determining module 603 includes a solution set determining unit 801 and a target solution determining unit 802.
A solution set determining unit 801 for determining a solution set corresponding to the intent keyword in the client description information from the solution resource pool according to the intent keyword.
The target solution determining unit 802 is configured to take, as a target solution, a solution in which satisfaction exceeds a preset satisfaction in the solution set.
In the embodiment of the present invention, the solution set determining unit 801 determines a solution set corresponding to the intent keyword in the client description information from the solution resource pool according to the intent keyword, and the target solution determining unit 802 further regards a solution having satisfaction exceeding a preset satisfaction in the solution set as a target solution.
Fig. 9 shows another schematic structure of the solution determining module 603 in the customer service system according to the embodiment of the present invention, and for convenience of explanation, only the portion relevant to the embodiment of the present invention is shown, which is described in detail below:
in an embodiment of the present invention, in order to further improve the customer service efficiency and the user experience, referring to fig. 9, each unit included in the solution determining module 603 is configured to execute each step in the corresponding embodiment of fig. 4, and detailed descriptions in fig. 4 and the corresponding embodiment of fig. 4 are omitted herein. In the embodiment of the present invention, on the basis of the above-mentioned module structure, the solution determining module 603 further includes a final solution determining unit 901.
The final solution determining unit 901 is configured to sort solutions in the target solutions from high to low according to satisfaction of the solutions in the target solutions, and take the solutions with the preset number of digits before the order as the final solutions.
In the embodiment of the present invention, the final solution determining unit 901 orders the solutions in the target solutions according to the satisfaction degree of the solutions in the target solutions from high to low, and uses the solution with the preset number of bits before the order as the final solution, so that the customer service efficiency and the user experience can be further improved.
Fig. 10 shows another functional module of the customer service system provided in the embodiment of the present invention, and for convenience of explanation, only the parts related to the embodiment of the present invention are shown in detail as follows:
in an embodiment of the present invention, in order to further improve the customer service efficiency and the user experience, referring to fig. 10, each unit included in the customer service system is configured to execute each step in the corresponding embodiment of fig. 5, and detailed descriptions in fig. 5 and the corresponding embodiment of fig. 5 are omitted herein. In the embodiment of the present invention, on the basis of the above module structure, the client service system further includes an update module 1001.
And the updating module 1001 is configured to add, after processing a customer service ticket to be solved by a customer, a solution corresponding to the customer service ticket and satisfaction thereof to the solution resource pool to update the solution resource pool.
In the embodiment of the present invention, after processing a customer service ticket to be solved by a customer, the update module 1001 adds a solution corresponding to the customer service ticket and satisfaction thereof to a solution resource pool to update the solution resource pool, so that customer service efficiency and user experience can be further improved.
The embodiment of the invention also provides computer equipment, which comprises a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor realizes the client service method when executing the computer program.
The embodiment of the invention also provides a computer readable storage medium, wherein the computer readable storage medium stores a computer program for executing the customer service method.
In summary, in the embodiment of the present invention, the intent keyword in the client description information is extracted by using the voice recognition technology, and then the target solution corresponding to the intent keyword in the client description information is determined from the solution resource pool by using the intent keyword, so that the client service list to be solved by the client is processed based on the target solution, thereby simplifying the client service flow, and improving the client service efficiency and the user experience.
It will be appreciated by those skilled in the art that embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The foregoing description of the embodiments has been provided for the purpose of illustrating the general principles of the invention, and is not meant to limit the scope of the invention, but to limit the invention to the particular embodiments, and any modifications, equivalents, improvements, etc. that fall within the spirit and principles of the invention are intended to be included within the scope of the invention.
Claims (8)
1. A customer service method, characterized in that it is applied to a customer service scene of a bank, comprising:
acquiring an intention keyword in the client description information through voice recognition;
determining a customer service list to be solved by a customer based on the intention keywords and the customer information; the customer service list to be solved by the customer is a customer service list associated with the intention keywords in the customer descriptive information; the customer service list to be solved comprises established customer service lists which are not solved and established when the customer enters the line;
determining a target solution corresponding to the intent key word in the client description information from the solution resource pool according to the intent key word so as to process a client service list to be solved by the client based on the target solution; the solution resource pool comprises intent keywords and solutions corresponding to the intent keywords;
wherein the solutions in the solution resource pool comprise satisfaction of the solutions, and determining the target solution corresponding to the intention key word in the client description information from the solution resource pool according to the intention key word comprises:
determining a solution set corresponding to the intent key words in the client description information from the solution resource pool according to the intent key words;
taking the solutions with satisfaction exceeding the preset satisfaction in the solution set as target solutions;
further comprises:
after processing the customer service list to be solved, adding the solution corresponding to the customer service list and the satisfaction degree thereof into the solution resource pool to update the solution resource pool.
2. The customer service method as recited in claim 1, wherein the customer descriptive information includes customer descriptive voice information, and the obtaining of the intent keyword in the customer descriptive information by voice recognition comprises:
converting the customer descriptive voice information into customer descriptive text information through voice recognition;
and extracting the intention keywords in the client description text information.
3. The customer service method as recited in claim 1, wherein the customer information comprises one or more of:
customer name, customer identification card number, and customer phone number.
4. The customer service method as recited in claim 1, further comprising:
the solutions in the target solutions are ordered from high to low according to the satisfaction degree of the solutions in the target solutions, and the solutions with the preset digits in front are used as the final solutions.
5. The customer service method as recited in claim 1, wherein the speech recognition comprises GMM-HMM framework speech recognition techniques.
6. A customer service system, characterized by a customer service scenario applied to a bank, comprising:
the extraction module is used for acquiring the intention keywords in the client description information through voice recognition;
the service list determining module is used for determining a customer service list to be solved by a customer based on the intention keywords and the customer information; the customer service list to be solved by the customer is a customer service list associated with the intention keywords in the customer descriptive information; the customer service list to be solved comprises established customer service lists which are not solved and established when the customer enters the line;
a solution determining module, configured to determine a target solution corresponding to the intent keyword in the client description information from a solution resource pool according to the intent keyword, so as to process a client service ticket to be solved by the client based on the target solution; the solution resource pool comprises intent keywords and solutions corresponding to the intent keywords;
the solution determining module comprises a solution set determining unit and a target solution determining unit;
a solution set determining unit for determining a solution set corresponding to the intention keyword in the client description information from the solution resource pool according to the intention keyword;
a target solution determining unit, configured to take, as a target solution, a solution in which satisfaction exceeds a preset satisfaction in the solution set;
further comprises: and the updating module is used for adding the solution corresponding to the customer service list and the satisfaction degree thereof into the solution resource pool after processing the customer service list to be solved by the customer so as to update the solution resource pool.
7. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor implements the customer service method of any of claims 1 to 6 when executing the computer program.
8. A computer readable storage medium, characterized in that the computer readable storage medium stores a computer program which, when executed by a processor, implements the customer service method of any of claims 1 to 5.
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| CN108491444A (en) * | 2018-02-12 | 2018-09-04 | 龙马智芯（珠海横琴）科技有限公司 | The generation method and device of solution |
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