CN111078841B - Intelligent AI customer service system for scenic spot - Google Patents
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Abstract
The invention relates to an intelligent AI customer service system for scenic spots, which comprises: the system comprises a plurality of service sites arranged in a scenic spot, wherein a plurality of two-dimensional codes are arranged on the periphery of each service site, and a user scans the two-dimensional codes through a mobile terminal to enter the service site; and/or the service site generates a WIFI signal, and a user enters the service site through the WIFI signal connection; the intelligent service terminal calls the intelligent customer service to join in the service site according to the user request of the service site, and one-to-one or one-to-many intelligent solutions are completed in the service site.
Description
Technical Field
The invention relates to the field of customer service, in particular to an intelligent AI customer service system for scenic spots.
Background
The intelligent customer service system is an industry-oriented application developed on the basis of large-scale knowledge processing, is applicable to the technical industries of large-scale knowledge processing, natural language understanding, knowledge management, automatic question-answering system, reasoning and the like, provides fine-grained knowledge management technology for enterprises, and establishes a quick and effective technical means based on natural language for communication between the enterprises and massive users; and meanwhile, statistical analysis information required by fine management can be provided for enterprises. The key technology of the system relates to three main aspects, namely a semantic retrieval technology based on natural language understanding, a multi-channel knowledge service technology and a large-scale knowledge base construction technology. In terms of natural language understanding semantic retrieval technology, the public expresses own information or knowledge demands in the most natural mode, and can obtain the most wanted accurate information. The system firstly carries out natural language analysis on the inquiry of the user, and the analysis is carried out on three layers, namely semantic grammar analysis, phrase grammar analysis of part-of-speech and characteristic word retrieval. Meanwhile, the natural language query of the user is continuously subjected to abbreviation recognition, mispronounced word recognition, fuzzy reasoning and characteristic term recognition, so that the accuracy of natural language understanding is further enhanced.
At present, intelligent customer service is spread over various industries, however, in the tourism industry, intelligent customers in scenic spots are relatively less developed, the current scenic spots are generally served by adopting a mode of a tourist center, but only one tourist is generally served, once the tourist encounters a problem and needs to answer, the tourist can only inquire about the tourist center, and when an emergency occurs, the problem of the tourist cannot be solved obviously in time.
Disclosure of Invention
The invention aims to overcome the defects of the prior art and provide an intelligent customer service system for scenic spots, wherein a router is utilized to construct a plurality of service stations in the scenic spots, so that tourists are added into a local area network of the service stations, and a customer service platform is constructed in the local area network, so that users can conveniently and quickly add into intelligent customer service without registering account numbers or downloading APP, and various requirements of the tourists are solved.
The aim of the invention is realized by the following technical scheme:
a scenic spot intelligent AI customer service system, the system comprising:
the system comprises a plurality of service sites arranged in a scenic spot, wherein a plurality of two-dimensional codes are arranged on the periphery of each service site, and a user scans the two-dimensional codes through a mobile terminal to enter the service site; and/or the service site generates a WIFI signal, and a user enters the service site through the WIFI signal connection;
the intelligent service terminal calls the intelligent customer service to join in the service station according to the user request of the service station, and one-to-one or one-to-many intelligent solutions are completed in the service station.
Compared with the traditional intelligent customer service, the scheme is more convenient and quick in the access mode of the intelligent customer service, various intelligent customer service is built based on a software platform or an application system at present, corresponding application software or a functional platform must be downloaded in advance when the intelligent customer service is used, the problem is obviously solved for conventional application software, the difficulty in implementation is relatively high for the intelligent customer service of scenic spots alone, a tourist cannot download application software every time browse a scenic spot, all scenic spots in the country cannot be integrated on the intelligent customer service, and the intelligent customer service is obviously not feasible. In the scheme, a plurality of service sites are formed in a scenic spot by using the router, a local area network is formed through the service sites, and an intelligent customer service interface based on WEB is built in the local area network, so that a user does not need to download or install application software, and can call intelligent customer service to answer only by accessing the local area network through WIFI or entering the local area network through scanning.
Further, after the user and the intelligent customer service join the service site, a dialogue group is generated in the service site, the user can select the dialogue group to be in an encrypted state or an open state, the dialogue group in the encrypted state is composed of the user and the intelligent customer service, and any other user can join the dialogue group to perform surrounding or initiate inquiry in the open state;
when a plurality of users initiate inquiry in the dialogue group, the intelligent customer service replies in sequence according to the inquiry sequence, and marks the inquirer at the beginning or the end of the reply field.
In the two modes, especially in the surrounding mode, the intelligent customer service can simultaneously answer for a plurality of tourists, which is equivalent to the effect of popularizing knowledge.
Further, when the dialog group includes a plurality of users, the user names of the users are numbered in turn according to the joining time, and the labeling inquirer labels the number of the user.
Further, when the user joins the service site through scanning or WIFI signals, the service site judges whether the user belongs to the range of the service site according to the positioning information of the mobile terminal of the user, if the user exceeds the range of the service site, the user's positioning data is sent to the intelligent service terminal, and the intelligent service terminal performs service site matching on the intelligent service terminal.
Further, after the service sites are successfully matched, an intelligent customer service interface is automatically generated on a mobile terminal interface of a user, the intelligent service terminal calls corresponding intelligent customer service to join in the intelligent customer service interface displayed by the user to form a dialogue group, and finally, customer service is initiated by the user;
or alternatively, the first and second heat exchangers may be,
and the user initiates a manual customer service request through the intelligent customer service interface.
The artificial customer service is introduced to ensure that the requirements of tourists can be really and effectively met, and meanwhile, the intelligent customer service is also a short board which cannot be met.
Further, after the customer service is finished, the system initiates a query whether to solve the problem, and if not, the system directly accesses the manual customer service.
Further, the intelligent customer service comprises intelligent online customer service and intelligent voice customer service, and the intelligent customer service is selected by a user through an intelligent customer service interface.
Furthermore, the intelligent customer service records each time of customer service inquiry and answer records are studied based on a neural network engine, customer service answer questions are updated in real time, the unprocessed questions are uploaded to the intelligent service terminal, the intelligent service terminal generates a corresponding data report, and corresponding answer contents are added to the intelligent customer service after manual verification.
Further, the service station is a base transceiver station and can be implemented by a router for enhancing signals.
Further, the radius of the radiation range of the service station is 50-100 meters.
The beneficial effects of the invention are as follows: compared with the traditional intelligent customer service mode, the intelligent customer service system has the advantages that a plurality of independent intelligent customer service modes are embedded in the system, each customer has certain independence, the problem of uniformly dead answering of the traditional intelligent customer service is solved, and meanwhile, on the aspect of an access mode of the intelligent customer service, conversations can be added without downloading corresponding application software or platforms, so that the intelligent customer service system is more convenient and practical.
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FIG. 1 is a top level architecture design schematic of the present invention;
FIG. 2 is a system expansion schematic of the present invention;
fig. 3 is a flow chart of the business process of the present invention.
Detailed Description
The technical scheme of the present invention is described in further detail below with reference to specific embodiments, but the scope of the present invention is not limited to the following description.
As shown in fig. 1 and fig. 2, an intelligent AI customer service system for a scenic spot comprises a plurality of service sites arranged in the scenic spot, wherein a plurality of two-dimension codes are arranged around each service site, and a user scans the two-dimension codes through a mobile terminal to enter the service sites; and/or the service site generates a WIFI signal, and the user enters the service site through the WIFI signal connection; the intelligent service terminal calls the intelligent customer service to join in the service station according to the user request of the service station, and one-to-one or one-to-many intelligent solutions are completed in the service station. The intelligent service terminal is preferably arranged in the tourist center so as to perform centralized dispatching and flexibly join in the manual customer service. The service stations are preferably arranged with a radius of 50-100 m, and finally a network of service stations is formed in the scenic spot to cover any position of the scenic spot. The service station is essentially a base transceiver station, which can be built by itself according to the requirements, or by a router with enhanced signals, in this embodiment, the structural form of the router is preferably adopted. The service site generates a WIFI signal which is consistent with the traditional WIFI signal and automatically refreshes the WIFI signal list of the tourist mobile terminal, and as a preferable scheme, the intelligent service terminal initiates a connection request to the mobile terminal in a corresponding range through the service site at regular time, and if the connection request is used for selecting refusal, the connection request is not initiated to the user.
In some embodiments, after the user and the intelligent customer service join the service site, a dialogue group is generated in the service site, the user can select the dialogue group to be in an encrypted state or an open state, the dialogue group is composed of the user and the intelligent customer service in the encrypted state, and any other person cannot watch dialogue content or join the dialogue. In the open state, any other user can join the dialogue group to perform the surrounding or initiate inquiry; when a plurality of users initiate inquiry in the dialogue group, the intelligent customer service replies in sequence according to the inquiry sequence, and marks the inquirer at the beginning or the end of the reply field. When the dialogue group includes a plurality of users, the user names of the users are numbered in turn according to the joining time, and the labeling inquirer labels the number of the user, and the content format of the reply can be expressed as { } - [ 001 ], which is the answer to the first user question.
The intelligent AI customer service system for scenic spots comprises a plurality of service stations arranged in the scenic spots, wherein a plurality of two-dimensional codes are arranged on the periphery of each service station, and a user scans the two-dimensional codes to enter the service station through a mobile terminal; and/or the service site generates a WIFI signal, and the user enters the service site through the WIFI signal connection; the intelligent service terminal calls the intelligent customer service to join in the service station according to the user request of the service station, and one-to-one or one-to-many intelligent solutions are completed in the service station. The intelligent service terminal is preferably arranged in the tourist center so as to perform centralized dispatching and flexibly join in the manual customer service. The business process flow of which can be seen with reference to figure 3. When a user joins in a service site through scanning or WIFI signals, the service site judges whether the service site belongs to the range of the service site according to the positioning information of the mobile terminal of the user, if the service site exceeds the range of the service site, the intelligent service terminal sends the positioning data of the user to the intelligent service terminal, and the intelligent service terminal matches the service site. After the service sites are successfully matched, an intelligent customer service interface is automatically generated on a mobile terminal interface of a user, the intelligent service terminal calls corresponding intelligent customer service to join in the intelligent customer service interface displayed by the user to form a dialogue group, and finally, the user initiates customer service; or, the user initiates a manual customer service request through the intelligent customer service interface. After customer service is finished, the system initiates a query whether to solve the problem, and if not, the system directly accesses to the manual customer service. The intelligent customer service comprises intelligent online customer service and intelligent voice customer service, and the intelligent customer service is selected by a user through an intelligent customer service interface.
In some embodiments, an intelligent AI customer service system for a scenic spot includes a plurality of service sites disposed in the scenic spot, a plurality of two-dimensional codes disposed around each service site, and a user scanning the two-dimensional codes through a mobile terminal to enter the service site; and/or the service site generates a WIFI signal, and the user enters the service site through the WIFI signal connection; the intelligent service terminal calls the intelligent customer service to join in the service station according to the user request of the service station, and one-to-one or one-to-many intelligent solutions are completed in the service station. The intelligent service terminal is preferably arranged in the tourist center so as to perform centralized dispatching and flexibly join in the manual customer service. The business process flow of which can be seen with reference to figure 3. The intelligent customer service records each customer service inquiry and answer record, the customer service answer questions are updated in real time based on the learning of the neural network engine, the unprocessed questions are uploaded to the intelligent service terminal, the intelligent service terminal generates a corresponding data report, and the corresponding answer content is added to the intelligent customer service after manual auditing.
The foregoing is merely a preferred embodiment of the invention, and it is to be understood that the invention is not limited to the form disclosed herein but is not to be construed as excluding other embodiments, but is capable of numerous other combinations, modifications and environments and is capable of modifications within the scope of the inventive concept, either as taught or as a matter of routine skill or knowledge in the relevant art. And that modifications and variations which do not depart from the spirit and scope of the invention are intended to be within the scope of the appended claims.
Claims (10)
1. An intelligent AI customer service system for a scenic spot, comprising:
the method comprises the steps that a plurality of service stations are arranged in a scenic spot, a local area network is formed through the service stations, an intelligent customer service interface based on WEB is built in the local area network, a plurality of two-dimensional codes are arranged on the periphery of each service station, and a user scans the two-dimensional codes through a mobile terminal to enter the service station; and/or the service site generates a WIFI signal, a user enters the service site through the WIFI signal connection, and the intelligent customer service interface is automatically generated on the mobile terminal interface of the user;
the intelligent service terminal calls the intelligent customer service to join in the service station according to the user request of the service station, and one-to-one or one-to-many intelligent solutions are completed in the service station.
2. The intelligent AI-service system of claim 1, wherein a dialogue group is generated in the service site after the user and the intelligent service join the service site, the user can select the dialogue group to be in an encrypted state or an open state, the dialogue group is composed of the user and the intelligent service in the encrypted state, and any other user can join the dialogue group to perform the surrounding or initiate the inquiry in the open state;
when a plurality of users initiate inquiry in the dialogue group, the intelligent customer service replies in sequence according to the inquiry sequence, and marks the inquirer at the beginning or the end of the reply field.
3. The intelligent AI-service system of claim 2, wherein when the dialog group includes a plurality of users, the user names of each user are numbered sequentially by the joining time, and the labeling inquirer labels the number of the user.
4. The intelligent AI customer service system of claim 1, wherein when the user joins the service site by scanning or WIFI signals, the service site determines whether the user belongs to the service site according to the positioning information of the user mobile terminal, and if the user exceeds the service site, the service site sends the positioning data of the user to the intelligent service terminal, and the intelligent service terminal performs service site matching on the service site.
5. The intelligent AI-service system of claim 4, wherein after the service site is successfully matched, an intelligent service interface is automatically generated on the user's mobile terminal interface, the intelligent service terminal invokes the corresponding intelligent service to join in the intelligent service interface displayed by the user to form a dialogue group, and finally the user initiates the service;
or alternatively, the first and second heat exchangers may be,
and the user initiates a manual customer service request through the intelligent customer service interface.
6. The intelligent AI-service system of claim 5, wherein after the service is completed, the system initiates a query of whether the problem is resolved, and if not, the system directly accesses the manual service.
7. The scenic spot intelligent AI service system of any of claims 1-6 wherein the intelligent service includes intelligent online service and intelligent voice service, selected by a user by self through an intelligent service interface.
8. The intelligent AI customer service system for scenic spots according to claim 7, wherein the intelligent customer service records each time of customer service inquiry records, learns based on a neural network engine, updates customer service solution questions in real time, uploads unprocessed questions to the intelligent service terminal, generates a corresponding data report by the intelligent service terminal, and adds corresponding solution contents to the intelligent customer service after manual auditing.
9. The scenic spot intelligent AI service system of claim 1 wherein the service site is a base transceiver station implemented by a signal enhancement router.
10. The scenic spot intelligent AI service system of claim 9 wherein the service site has a radius of radiation ranging from 50 meters to 100 meters.
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