CN111259258A - Customer service information pushing method, device and equipment - Google Patents

Customer service information pushing method, device and equipment Download PDF

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Publication number
CN111259258A
CN111259258A CN202010104043.XA CN202010104043A CN111259258A CN 111259258 A CN111259258 A CN 111259258A CN 202010104043 A CN202010104043 A CN 202010104043A CN 111259258 A CN111259258 A CN 111259258A
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China
Prior art keywords
commodity
user
customer service
information
classification
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Pending
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CN202010104043.XA
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Chinese (zh)
Inventor
肖龙源
李稀敏
蔡振华
刘晓葳
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Xiamen Kuaishangtong Technology Co Ltd
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Xiamen Kuaishangtong Technology Co Ltd
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Priority to CN202010104043.XA priority Critical patent/CN111259258A/en
Publication of CN111259258A publication Critical patent/CN111259258A/en
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/953—Querying, e.g. by the use of web search engines
    • G06F16/9535—Search customisation based on user profiles and personalisation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0631—Item recommendations

Abstract

The invention discloses a method, a device and equipment for pushing customer service information. Wherein the method comprises the following steps: the method comprises the steps of classifying commodities on an E-commerce platform, constructing a commodity database related to the commodity classification, receiving message information of a user on the E-commerce platform, acquiring commodity consumption requirements of the user corresponding to the message information, distributing network customer service of the commodity classification related to the commodity consumption requirements for the user to answer the message information according to the commodity consumption requirements and the commodity database, and pushing targeted answer information to the user. By the mode, network customer service can be distributed according to the commodity type of the commodity related to the message information of the user on the E-commerce platform to specifically answer the message information and the specified answer information is pushed to the user.

Description

Customer service information pushing method, device and equipment
Technical Field
The invention relates to the technical field of customer service, in particular to a customer service information pushing method, a customer service information pushing device and customer service information pushing equipment.
Background
With the rapid development of the internet, the network commodity sales mode based on the internet technology is greatly developed, and when a user purchases commodities on the network, the network customer service can provide customer service for the user so as to solve questions generated in the process of purchasing the commodities on the network for the user.
However, the existing customer service information push scheme generally receives the message information of the user on the e-commerce platform, and automatically allocates the network customer service with the lowest working saturation according to the working saturation of the network customer service on the e-commerce platform to answer the message information and push the answer information to the user, the allocated network customer service is automatic and random, and the allocation of the network customer service according to the commodity category of the commodity related to the message information of the user on the e-commerce platform to answer the message information in a targeted manner and the push of the answer information in a targeted manner to the user cannot be realized.
Disclosure of Invention
In view of the above, the present invention provides a method, an apparatus, and a device for pushing customer service information, which can implement that network customer service is allocated according to the commodity category of the commodity related to the message information of the user on the e-commerce platform to specifically answer the message information and push the specifically answered message to the user.
According to one aspect of the invention, a customer service information pushing method is provided, which comprises the following steps: carrying out commodity classification on commodities on the E-commerce platform; building a commodity database related to the commodity classification; receiving message information of a user on the E-commerce platform; acquiring commodity consumption requirements of users corresponding to the message information; according to the commodity consumption demand and the commodity database, distributing network customer service of commodity classification of commodities related to the commodity consumption demand to the user to solve the message information; and pushing the targeted answer information to the user.
Wherein, the commodity classification is carried out to commodity on the E-commerce platform, including: and (4) adopting a trademark classification table mode to classify the commodities on the E-commerce platform.
The acquiring of the commodity consumption requirement of the user corresponding to the message information includes: and acquiring the commodity consumption requirement of the user corresponding to the message information according to the behavior track of the user corresponding to the message information on the E-commerce platform.
Wherein, according to the commodity consumption demand and the commodity database, the network customer service that distributes the commodity classification of the commodity associated with the commodity consumption demand to the user solves the message information, and the method comprises the following steps: and detecting whether a network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides a message information answering service once according to the commodity consumption demand and the commodity database, if not, distributing the network customer service of the commodity classification of the commodity associated with the commodity consumption demand to the user to answer the message information, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and solving the message information once by the network customer service of the message information answering service.
Wherein after the pushing the targeted answer information to the user, further comprising: and associating the information of the user with the information of the network customer service distributed to the user.
According to another aspect of the present invention, there is provided a customer service information push apparatus, including: the system comprises a classification module, a construction module, a receiving module, an acquisition module, a distribution module and a pushing module; the classification module is used for classifying commodities on the E-commerce platform; the building module is used for building a commodity database related to the commodity classification; the receiving module is used for receiving the message information of the user on the E-commerce platform; the acquisition module is used for acquiring the commodity consumption requirements of the users corresponding to the message information; the distribution module is used for distributing network customer service of commodity classification of commodities related to the commodity consumption demand to the user to answer the message information according to the commodity consumption demand and the commodity database; and the pushing module is used for pushing the targeted answer information to the user.
Wherein, the classification module is specifically configured to: and (4) adopting a trademark classification table mode to classify the commodities on the E-commerce platform.
The obtaining module is specifically configured to: and acquiring the commodity consumption requirement of the user corresponding to the message information according to the behavior track of the user corresponding to the message information on the E-commerce platform.
Wherein, the allocation module is specifically configured to: and detecting whether a network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides a message information answering service once according to the commodity consumption demand and the commodity database, if not, distributing the network customer service of the commodity classification of the commodity associated with the commodity consumption demand to the user to answer the message information, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and solving the message information once by the network customer service of the message information answering service.
Wherein, customer service information pusher still includes: a correlation module; and the association module is used for associating the information of the user with the information of the network customer service distributed to the user.
According to still another aspect of the present invention, there is provided a customer service information push apparatus including:
at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to perform any one of the customer service information push methods described above.
According to still another aspect of the present invention, there is provided a computer-readable storage medium storing a computer program, which when executed by a processor implements the customer service information pushing method according to any one of the above.
It can be found that, according to the above scheme, the commodity classification of the commodity on the e-commerce platform can be carried out, the commodity database related to the commodity classification can be established, the message leaving information of the user on the e-commerce platform can be received, the commodity consumption requirement of the user corresponding to the message leaving information can be obtained, the network customer service for distributing the commodity classification related to the commodity consumption requirement to the user to answer the message leaving information according to the commodity consumption requirement and the commodity database, the targeted answer information can be pushed to the user, and the network customer service can be distributed according to the commodity classification of the commodity related to the message leaving information of the user on the e-commerce platform to answer the message leaving information in a targeted manner and the targeted answer information can be pushed to the user.
Furthermore, the scheme can adopt a trademark classification table mode to classify the commodities on the E-commerce platform, so that the advantage that the commodities with common attributes can be combined into the same commodity classification is realized, and the targeted customer service is provided for the user to distribute the network customer service according to the commodity classification.
Furthermore, according to the scheme, the commodity consumption requirement of the user corresponding to the message information can be acquired according to the behavior track of the user corresponding to the message information on the e-commerce platform, and the advantage that the accuracy rate of acquiring the commodity consumption requirement of the user on the e-commerce platform can be improved is achieved.
Further, the above scheme can detect whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the message leaving information answering service once according to the commodity consumption demand and the commodity database, if not, the network customer service of the commodity classification of the commodity associated with the commodity consumption demand is allocated to the user to answer the message leaving information, if so, the commodity classification of the commodity associated with the commodity consumption demand is allocated to the user and the network customer service of the message leaving information answering service once solves the message leaving information, which has the advantages of allocating the network customer service to specifically answer the message leaving information according to the commodity classification of the commodity related to the message leaving information of the user on the E-commerce platform, considering the continuity of the customer service, avoiding the need of repeatedly knowing the message leaving information of the user after switching different network customer services, not only influences the customer service experience of the user, but also wastes the network customer service resources.
Furthermore, the above scheme can associate the information of the user with the information of the network customer service allocated to the user, which has the advantages of realizing the continuity of the customer service, avoiding the need of repeatedly knowing the message information of the user after switching different network customer services, not only influencing the customer service experience of the user, but also wasting the network customer service resources.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
FIG. 1 is a flow chart of an embodiment of a method for pushing customer service information according to the present invention;
FIG. 2 is a flow chart illustrating a method for pushing customer service information according to another embodiment of the present invention;
FIG. 3 is a schematic structural diagram of an embodiment of a customer service information pushing device according to the present invention;
FIG. 4 is a schematic structural diagram of another embodiment of a customer service information pushing device according to the present invention;
fig. 5 is a schematic structural diagram of an embodiment of a customer service information pushing device according to the present invention.
Detailed Description
The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be noted that the following examples are only illustrative of the present invention, and do not limit the scope of the present invention. Similarly, the following examples are only some but not all examples of the present invention, and all other examples obtained by those skilled in the art without any inventive work are within the scope of the present invention.
The invention provides a customer service information pushing method, which can realize that network customer service is distributed according to the commodity category of commodities related to message information of a user on a E-commerce platform to specifically answer the message information and push the specifically answered message to the user.
Referring to fig. 1, fig. 1 is a schematic flow chart of an embodiment of a customer service information pushing method according to the present invention. It should be noted that the method of the present invention is not limited to the flow sequence shown in fig. 1 if the results are substantially the same. As shown in fig. 1, the method comprises the steps of:
s101: and carrying out commodity classification on commodities on the E-commerce platform.
Wherein, should carry out commodity classification to the commodity on the E-commerce platform, can include:
the commodity classification method has the advantages that commodities with common attributes can be combined into the same commodity classification by adopting a trademark classification table mode, and the targeted customer service is provided for the user to distribute the network customer service according to the commodity classification.
S102: and constructing a commodity database related to the commodity classification.
In this embodiment, a commodity database associated with the commodity classification may be constructed in a manner that one commodity classification corresponds to one commodity database and different commodity classifications correspond to different commodity databases according to the commodity classification, which is advantageous in facilitating commodity classification of commodities related to a user during a commodity purchasing process on an e-commerce platform and facilitating distribution of network customer service according to the commodity classification to provide targeted customer service.
S103: and receiving the message information of the user on the E-commerce platform.
In this embodiment, the message information of the user on the e-commerce platform may be received one by one, or the message information of the user on the e-commerce platform may be received all at once, and the present invention is not limited thereto.
S104: and acquiring the commodity consumption demand of the user corresponding to the message information.
The obtaining of the commodity consumption requirement of the user corresponding to the message information may include:
according to the behavior track of the user corresponding to the message information on the E-commerce platform, the commodity consumption requirement of the user corresponding to the message information is acquired, and the advantage that the accuracy rate of acquiring the commodity consumption requirement of the user on the E-commerce platform can be improved is achieved.
In this embodiment, the behavior track of the user corresponding to the message information on the e-commerce platform may include consumption records, browsing records, collection records, commodity records added to a shopping cart, and the like of the user corresponding to the message information on the e-commerce platform, which is not limited in the present invention.
S105: and according to the commodity consumption requirement and the commodity database, distributing the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement to the user to solve the message information.
Wherein, the network customer service for allocating the commodity classification of the commodity associated with the commodity consumption demand to the user to answer the message information according to the commodity consumption demand and the commodity database may include:
according to the commodity consumption requirement and the commodity database, whether the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement provides the message leaving information answering service once is detected, if not, the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement is distributed for the user to answer the message leaving information, if so, the commodity classification of the commodity associated with the commodity consumption requirement is distributed for the user and the network customer service of the message leaving information answering service once provides the message leaving information answering service to answer the message leaving information, so that the message leaving information can be specifically answered by distributing the network customer service according to the commodity classification of the commodity related to the message leaving information of the user on a E-commerce platform, meanwhile, the continuity of the customer service can be considered, the situation that the message leaving information of the user needs to be repeatedly known after different network customer services are switched is avoided, and the experience of the customer service of the user is influenced, but also wastes network customer service resources.
S106: and pushing the targeted answer information to the user.
In this embodiment, the targeted answer information may be pushed to a mobile terminal of the user, such as a mobile phone, or may be pushed to an email of the user, or may be pushed to an instant messaging tool of the user, such as a WeChat, without limitation.
Wherein after the pushing the targeted answer information to the user, the method may further include:
the information of the user and the information of the network customer service distributed to the user are correlated, so that the continuity of the customer service can be realized, the condition that after different network customer services are switched, the message information of the user needs to be repeatedly known is avoided, the customer service experience of the user is influenced, and the network customer service resources are wasted.
It can be found that, in this embodiment, the commodity classification of the commodity on the e-commerce platform can be performed, the commodity database associated with the commodity classification can be constructed, the message leaving information of the user on the e-commerce platform can be received, the commodity consumption demand of the user corresponding to the message leaving information can be acquired, the network customer service for allocating the commodity classification of the commodity associated with the commodity consumption demand to the user can answer the message leaving information according to the commodity consumption demand and the commodity database, and the targeted answer information can be pushed to the user, so that the network customer service can be allocated according to the commodity classification of the commodity related to the message leaving information of the user on the e-commerce platform to answer the message leaving information in a targeted manner and the targeted answer information can be pushed to the user.
Further, in the embodiment, a trademark classification table mode can be adopted to classify the commodities on the e-commerce platform, which has the advantage that commodities with common attributes can be combined into the same commodity classification, so that the network customer service can be distributed to the users according to the commodity classification to provide targeted customer service.
Further, in this embodiment, the commodity consumption requirement of the user corresponding to the message information can be obtained according to the behavior track of the user corresponding to the message information on the e-commerce platform, which can improve the accuracy of obtaining the commodity consumption requirement of the user on the e-commerce platform.
Further, in this embodiment, it can be detected according to the commodity consumption requirement and the commodity database whether the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement has provided the message leaving information answering service once, if not, the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement is allocated to the user to answer the message leaving information, if yes, the commodity classification of the commodity associated with the commodity consumption requirement is allocated to the user and the network customer service of the message leaving information answering service once is provided to answer the message leaving information, which has the advantages of allocating the network customer service to answer the message leaving information with pertinence according to the commodity classification of the commodity related to the message leaving information of the user on the e-commerce platform, considering the continuity of the customer service, avoiding the need of repeatedly knowing the message leaving information of the user after switching different network customer services, not only influences the customer service experience of the user, but also wastes the network customer service resources.
Referring to fig. 2, fig. 2 is a schematic flow chart of another embodiment of a customer service information pushing method according to the present invention. In this embodiment, the method includes the steps of:
s201: and carrying out commodity classification on commodities on the E-commerce platform.
As described above in S101, further description is omitted here.
S202: and constructing a commodity database related to the commodity classification.
As described above in S102, further description is omitted here.
S203: and receiving the message information of the user on the E-commerce platform.
As described above in S103, which is not described herein.
S204: and acquiring the commodity consumption demand of the user corresponding to the message information.
As described above in S104, and will not be described herein.
S205: and according to the commodity consumption requirement and the commodity database, distributing the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement to the user to solve the message information.
As described above in S105, which is not described herein.
S206: and pushing the targeted answer information to the user.
As described above in S106, and will not be described herein.
S207: and associating the information of the user with the information of the network customer service distributed to the user.
It can be found that, in this embodiment, the information of the user and the information of the network customer service allocated to the user can be associated, which has the advantages of being able to realize the continuity of the customer service, avoiding the need to repeatedly know the message information of the user after switching different network customer services, not only affecting the customer service experience of the user, but also wasting the network customer service resources.
The invention also provides a customer service information pushing device which can realize that network customer service is distributed according to the commodity type of the commodity related to the message information of the user on the E-commerce platform to specifically answer the message information and push the specifically answering information to the user.
Referring to fig. 3, fig. 3 is a schematic structural diagram of a customer service information pushing device according to an embodiment of the present invention. In this embodiment, the customer service information pushing device 30 includes a classifying module 31, a constructing module 32, a receiving module 33, an obtaining module 34, a distributing module 35, and a pushing module 36.
The classification module 31 is used for classifying the commodities on the e-commerce platform.
The building module 32 is configured to build a commodity database associated with the commodity classification.
The receiving module 33 is configured to receive message information of a user on the e-commerce platform.
The obtaining module 34 is configured to obtain a commodity consumption requirement of the user corresponding to the message information.
The distribution module 35 is configured to distribute, according to the commodity consumption demand and the commodity database, the network customer service of the commodity classification of the commodity associated with the commodity consumption demand to the user to solve the message information.
The pushing module 36 is configured to push the targeted answer information to the user.
Optionally, the classification module 31 may be specifically configured to:
and (4) adopting a trademark classification table mode to classify the commodities on the E-commerce platform.
Optionally, the obtaining module 34 may be specifically configured to:
and acquiring the commodity consumption requirement of the user corresponding to the message information according to the behavior track of the user corresponding to the message information on the E-commerce platform.
Optionally, the allocating module 35 may be specifically configured to:
according to the commodity consumption requirement and the commodity database, whether the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement provides the message leaving information answering service once is detected, if not, the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement is distributed to the user to answer the message leaving information, and if so, the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement is distributed to the user and the message leaving information answering service provides the message leaving information answering service once is distributed to the user.
Referring to fig. 4, fig. 4 is a schematic structural diagram of another embodiment of the customer service information pushing device of the present invention. Different from the previous embodiment, the customer service information pushing apparatus 40 of the present embodiment further includes an association module 41.
The associating module 41 is configured to associate the information of the user with the information of the network customer service allocated to the user.
Each unit module of the customer service information delivery device 30/40 can respectively execute the corresponding steps in the above method embodiments, and therefore, the detailed description of each unit module is omitted here, and please refer to the description of the corresponding steps above.
The present invention further provides a customer service information pushing device, as shown in fig. 5, including: at least one processor 51; and a memory 52 communicatively coupled to the at least one processor 51; the memory 52 stores instructions executable by the at least one processor 51, and the instructions are executed by the at least one processor 51, so that the at least one processor 51 can execute the customer service information pushing method.
Wherein the memory 52 and the processor 51 are coupled in a bus, which may comprise any number of interconnected buses and bridges, which couple one or more of the various circuits of the processor 51 and the memory 52 together. The bus may also connect various other circuits such as peripherals, voltage regulators, power management circuits, and the like, which are well known in the art, and therefore, will not be described any further herein. A bus interface provides an interface between the bus and the transceiver. The transceiver may be one element or a plurality of elements, such as a plurality of receivers and transmitters, providing a means for communicating with various other apparatus over a transmission medium. The data processed by the processor 51 is transmitted over a wireless medium via an antenna, which further receives the data and transmits the data to the processor 51.
The processor 51 is responsible for managing the bus and general processing and may also provide various functions including timing, peripheral interfaces, voltage regulation, power management, and other control functions. And the memory 52 may be used to store data used by the processor 51 in performing operations.
The present invention further provides a computer-readable storage medium storing a computer program. The computer program realizes the above-described method embodiments when executed by a processor.
It can be found that, according to the above scheme, the commodity classification of the commodity on the e-commerce platform can be carried out, the commodity database related to the commodity classification can be established, the message leaving information of the user on the e-commerce platform can be received, the commodity consumption requirement of the user corresponding to the message leaving information can be obtained, the network customer service for distributing the commodity classification related to the commodity consumption requirement to the user to answer the message leaving information according to the commodity consumption requirement and the commodity database, the targeted answer information can be pushed to the user, and the network customer service can be distributed according to the commodity classification of the commodity related to the message leaving information of the user on the e-commerce platform to answer the message leaving information in a targeted manner and the targeted answer information can be pushed to the user.
Furthermore, the scheme can adopt a trademark classification table mode to classify the commodities on the E-commerce platform, so that the advantage that the commodities with common attributes can be combined into the same commodity classification is realized, and the targeted customer service is provided for the user to distribute the network customer service according to the commodity classification.
Furthermore, according to the scheme, the commodity consumption requirement of the user corresponding to the message information can be acquired according to the behavior track of the user corresponding to the message information on the e-commerce platform, and the advantage that the accuracy rate of acquiring the commodity consumption requirement of the user on the e-commerce platform can be improved is achieved.
Further, the above scheme can detect whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the message leaving information answering service once according to the commodity consumption demand and the commodity database, if not, the network customer service of the commodity classification of the commodity associated with the commodity consumption demand is allocated to the user to answer the message leaving information, if so, the commodity classification of the commodity associated with the commodity consumption demand is allocated to the user and the network customer service of the message leaving information answering service once solves the message leaving information, which has the advantages of allocating the network customer service to specifically answer the message leaving information according to the commodity classification of the commodity related to the message leaving information of the user on the E-commerce platform, considering the continuity of the customer service, avoiding the need of repeatedly knowing the message leaving information of the user after switching different network customer services, not only influences the customer service experience of the user, but also wastes the network customer service resources.
Furthermore, the above scheme can associate the information of the user with the information of the network customer service allocated to the user, which has the advantages of realizing the continuity of the customer service, avoiding the need of repeatedly knowing the message information of the user after switching different network customer services, not only influencing the customer service experience of the user, but also wasting the network customer service resources.
In the several embodiments provided in the present invention, it should be understood that the disclosed system, apparatus and method may be implemented in other manners. For example, the above-described apparatus embodiments are merely illustrative, and for example, a division of a module or a unit is merely a logical division, and an actual implementation may have another division, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
Units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be substantially or partially implemented in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, a network device, or the like) or a processor (processor) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above description is only a part of the embodiments of the present invention, and not intended to limit the scope of the present invention, and all equivalent devices or equivalent processes performed by the present invention through the contents of the specification and the drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.

Claims (10)

1. A customer service information pushing method is characterized by comprising the following steps:
carrying out commodity classification on commodities on the E-commerce platform;
building a commodity database related to the commodity classification;
receiving message information of a user on the E-commerce platform;
acquiring commodity consumption requirements of users corresponding to the message information;
according to the commodity consumption demand and the commodity database, distributing network customer service of commodity classification of commodities related to the commodity consumption demand to the user to solve the message information;
and pushing the targeted answer information to the user.
2. The customer service information pushing method of claim 1, wherein the classifying the commodities on the e-commerce platform comprises:
and (4) adopting a trademark classification table mode to classify the commodities on the E-commerce platform.
3. The customer service information pushing method according to claim 1, wherein the obtaining of the commodity consumption requirement of the user corresponding to the message information comprises:
and acquiring the commodity consumption requirement of the user corresponding to the message information according to the behavior track of the user corresponding to the message information on the E-commerce platform.
4. The customer service information pushing method according to claim 1, wherein the network customer service answering the message information by assigning the user a commodity classification of a commodity associated with the commodity consumption demand according to the commodity consumption demand and the commodity database comprises:
and detecting whether a network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides a message information answering service once according to the commodity consumption demand and the commodity database, if not, distributing the network customer service of the commodity classification of the commodity associated with the commodity consumption demand to the user to answer the message information, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and solving the message information once by the network customer service of the message information answering service.
5. The customer service information pushing method according to claim 1, further comprising, after said pushing the targeted solution information to the user:
and associating the information of the user with the information of the network customer service distributed to the user.
6. A customer service information push apparatus, comprising:
the system comprises a classification module, a construction module, a receiving module, an acquisition module, a distribution module and a pushing module;
the classification module is used for classifying commodities on the E-commerce platform;
the building module is used for building a commodity database related to the commodity classification;
the receiving module is used for receiving the message information of the user on the E-commerce platform;
the acquisition module is used for acquiring the commodity consumption requirements of the users corresponding to the message information;
the distribution module is used for distributing network customer service of commodity classification of commodities related to the commodity consumption demand to the user to answer the message information according to the commodity consumption demand and the commodity database;
and the pushing module is used for pushing the targeted answer information to the user.
7. The customer service information pushing device according to claim 6, wherein the classification module is specifically configured to:
and (4) adopting a trademark classification table mode to classify the commodities on the E-commerce platform.
8. The customer service information pushing device according to claim 6, wherein the obtaining module is specifically configured to:
and acquiring the commodity consumption requirement of the user corresponding to the message information according to the behavior track of the user corresponding to the message information on the E-commerce platform.
9. The customer service information pushing device according to claim 6, wherein the distribution module is specifically configured to:
and detecting whether a network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides a message information answering service once according to the commodity consumption demand and the commodity database, if not, distributing the network customer service of the commodity classification of the commodity associated with the commodity consumption demand to the user to answer the message information, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and solving the message information once by the network customer service of the message information answering service.
10. The customer service information push device according to claim 6, further comprising:
a correlation module;
and the association module is used for associating the information of the user with the information of the network customer service distributed to the user.
CN202010104043.XA 2020-02-20 2020-02-20 Customer service information pushing method, device and equipment Pending CN111259258A (en)

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CN108121821A (en) * 2018-01-09 2018-06-05 惠龙易通国际物流股份有限公司 A kind of machine customer service method, equipment and computer storage media
CN109993549A (en) * 2019-04-03 2019-07-09 成都卓杭网络科技股份有限公司 Customer service information processing method, customer service platform server and customer service platform
WO2019186678A1 (en) * 2018-03-27 2019-10-03 株式会社日立製作所 Customer service assistance system and customer service assistance method

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN105657201A (en) * 2016-01-26 2016-06-08 北京京东尚科信息技术有限公司 Method and system for processing call based on decision tree model
CN108121821A (en) * 2018-01-09 2018-06-05 惠龙易通国际物流股份有限公司 A kind of machine customer service method, equipment and computer storage media
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Application publication date: 20200609