CN111275359A - Customer service distribution method, device and equipment - Google Patents
Customer service distribution method, device and equipment Download PDFInfo
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- CN111275359A CN111275359A CN202010126143.2A CN202010126143A CN111275359A CN 111275359 A CN111275359 A CN 111275359A CN 202010126143 A CN202010126143 A CN 202010126143A CN 111275359 A CN111275359 A CN 111275359A
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- 238000010276 construction Methods 0.000 claims description 3
- 230000000875 corresponding effect Effects 0.000 description 28
- 230000006399 behavior Effects 0.000 description 8
- 238000010586 diagram Methods 0.000 description 7
- 238000004590 computer program Methods 0.000 description 3
- 230000008878 coupling Effects 0.000 description 3
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- 238000005859 coupling reaction Methods 0.000 description 3
- 238000004891 communication Methods 0.000 description 2
- 230000006870 function Effects 0.000 description 2
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- 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
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
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- 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
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Abstract
The invention discloses a customer service distribution method, a customer service distribution device and customer service distribution equipment. 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 a customer service request of a user on the e-commerce platform, acquiring a commodity consumption demand of the user corresponding to the customer service request, and providing customer service for network customer service of the commodity classification of the commodity related to the commodity consumption demand for the user according to the commodity consumption demand and the commodity database. By the mode, network customer service can be distributed according to the commodity category of the commodity related to the commodity purchasing process of the user on the E-commerce platform, and targeted customer service is provided.
Description
Technical Field
The invention relates to the technical field of customer service, in particular to a customer service distribution method, a customer service distribution device and customer service distribution 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, in the existing customer service distribution scheme, generally, the current work saturation of each network customer service is calculated through the currently provided customer service receiving capacity and the maximum provided customer service receiving capacity of each network customer service, all network customer services are sorted from low to high according to the work saturation, a network customer service queue is generated in real time, when a user has a doubt to need the customer service in the process of purchasing goods on an e-commerce platform, the network customer service with the lowest work saturation is automatically distributed to receive the user to provide the customer service according to the network customer service queue generated in real time, and the distributed network customer service is automatically random, so that the network customer service cannot be distributed according to the goods category of goods related to the user in the process of purchasing goods on the e-commerce platform to provide the targeted customer service.
Disclosure of Invention
In view of the above, the present invention provides a method, an apparatus, and a device for distributing customer service, which can distribute network customer service according to the commodity category of the commodity involved in the process of purchasing the commodity on the e-commerce platform by the user to provide a targeted customer service.
According to an aspect of the present invention, there is provided a customer service distribution method including: carrying out commodity classification on commodities on the E-commerce platform; building a commodity database related to the commodity classification; receiving a customer service request of a user on the e-commerce platform; acquiring the commodity consumption demand of the user corresponding to the customer service request; and according to the commodity consumption demand and the commodity database, providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed by 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.
Wherein the obtaining of the commodity consumption demand of the user corresponding to the customer service request includes: and acquiring the commodity consumption requirement of the user corresponding to the customer service request according to the behavior track of the user corresponding to the customer service request on the E-commerce platform.
Wherein, according to the commodity consumption demand and the commodity database, the network customer service for distributing the commodity classification of the commodity associated with the commodity consumption demand to the user provides the customer service, comprising: and detecting whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the customer 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 provide the customer service, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and providing the customer service once with the network customer service of the customer service.
After the providing of the customer service by the network customer service, which distributes the commodity classification of the commodity associated with the commodity consumption demand to the user according to the commodity consumption demand, the method further includes: 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 distribution apparatus comprising: the system comprises a classification module, a construction module, a receiving module, an acquisition module and a distribution 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 a customer service request of a user on the E-commerce platform; the acquisition module is used for acquiring the commodity consumption demand of the user corresponding to the customer service request; the distribution module is used for providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed by the user according to the commodity consumption demand and the commodity database.
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 customer service request according to the behavior track of the user corresponding to the customer service request on the E-commerce platform.
Wherein, the allocation module is specifically configured to: and detecting whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the customer 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 provide the customer service, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and providing the customer service once with the network customer service of the customer service.
Wherein, the customer service distribution device further comprises: 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 distribution 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 of the customer service distribution methods described above.
According to yet 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 a customer service allocation method as in any one of the above.
It can be found that, according to the above scheme, the commodities on the e-commerce platform can be classified, the commodity database associated with the commodity classification can be constructed, the customer service request of the user on the e-commerce platform can be received, the commodity consumption demand of the user corresponding to the customer service request can be obtained, the network customer service for distributing the commodity classification of the commodity associated with the commodity consumption demand for the user can be provided with the customer service according to the commodity consumption demand and the commodity database, and the network customer service can be distributed according to the commodity classification of the commodity related to the commodity purchase process of the e-commerce platform by the user to provide the targeted customer service.
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.
Further, according to the scheme, the commodity consumption requirement of the user corresponding to the customer service request can be obtained according to the behavior track of the user corresponding to the customer service request on the e-commerce platform, and the advantage is that the accuracy rate of obtaining the commodity consumption requirement of the user on the e-commerce platform can be improved.
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 customer 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, 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 customer service once is provided, so that the advantages of being capable of allocating the network customer service according to the commodity category of the commodity related to the commodity purchasing process of the user on the e-commerce platform to provide the targeted customer service, considering the continuity of the customer service, avoiding the repeated understanding of the user after switching different network customer services, not only influencing the customer service experience of the user, but also wastes 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 repeated understanding of the user question 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 schematic flow chart diagram illustrating an embodiment of a customer service distribution method of the present invention;
FIG. 2 is a schematic flow chart diagram illustrating another embodiment of a customer service distribution method according to the present invention;
FIG. 3 is a schematic diagram of an embodiment of a customer service distribution device according to the present invention;
FIG. 4 is a schematic diagram of another embodiment of a customer service distribution device according to the present invention;
fig. 5 is a schematic block diagram of an embodiment of the customer service distribution facility of 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 distribution method, which can distribute network customer service according to the commodity category of commodities related to a user in the process of purchasing the commodities on an E-commerce platform to provide targeted customer service.
Referring to fig. 1, fig. 1 is a schematic flow chart of an embodiment of a customer service distribution 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: a customer service request is received for a user on the e-commerce platform.
In this embodiment, the customer service requests of the users on the e-commerce platform may be received one by one, or all the customer service requests of the users on the e-commerce platform may be received at one time, and the present invention is not limited thereto.
S104: and acquiring the commodity consumption demand of the user corresponding to the customer service request.
The obtaining of the commodity consumption demand of the user corresponding to the customer service request may include:
according to the behavior track of the user corresponding to the customer service request on the e-commerce platform, the commodity consumption demand of the user corresponding to the customer service request is acquired, and the advantage is that the accuracy of acquiring the commodity consumption demand of the user on the e-commerce platform can be improved.
In this embodiment, the behavior trace of the user corresponding to the customer service request on the e-commerce platform may include a consumption record, a browsing record, a collection record, a commodity record added to a shopping cart, and the like of the user corresponding to the customer service request on the e-commerce platform, which is not limited in the present invention.
S105: and according to the commodity consumption demand and the commodity database, providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed by the user.
Wherein, the providing the customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed to the user according to the commodity consumption demand and the commodity database may include:
detecting whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the customer service once according to the commodity consumption demand and the commodity database, if not, providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption requirement allocated to the user, if yes, the user is allocated with the commodity classification of the commodity associated with the commodity consumption demand and network customer service providing customer service once providing the customer service, the method has the advantages that the network customer service can be distributed according to the commodity category of the commodity involved in the commodity purchasing process of the e-commerce platform by the user to provide targeted customer service, meanwhile, the continuity of the customer service can be considered, and after different network customer services are switched, the user question is repeatedly known, so that the user service experience is influenced, and the network service resources are wasted.
Wherein, after the providing the customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand for the user according to the commodity consumption demand, 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 user is prevented from being repeatedly known about the question after different network customer services are switched, the experience of the user customer service is influenced, and the network customer service resources are wasted.
It can be found that, in this embodiment, the goods on the e-commerce platform may be classified, a goods database associated with the goods classification may be constructed, a customer service request of a user on the e-commerce platform may be received, a goods consumption demand of the user corresponding to the customer service request may be obtained, and a network customer service that allocates the goods classification of the goods associated with the goods consumption demand to the user may be provided with a customer service according to the goods consumption demand and the goods database, so that the network customer service may be allocated according to the goods classification of the goods involved in the process of purchasing the goods by the e-commerce platform, so as to provide a targeted customer service.
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 demand of the user corresponding to the customer service request can be obtained according to the behavior track of the user corresponding to the customer service request on the e-commerce platform, which can improve the accuracy of obtaining the commodity consumption demand of the user on the e-commerce platform.
Further, in this embodiment, it may be detected, according to the commodity consumption demand and the commodity database, whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand ever provides the customer service, if not, the network customer service of the commodity classification of the commodity associated with the commodity consumption demand is allocated to the user, 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 customer service ever provides the customer service, which has the advantages of being capable of allocating the network customer service according to the commodity category of the commodity related to the commodity purchasing process of the user on the e-commerce platform to provide the targeted customer service, considering the continuity of the customer service, avoiding repeated understanding of the user after switching different network customer services, and not only affecting the customer service experience of the user, but also wastes network customer service resources.
Referring to fig. 2, fig. 2 is a schematic flow chart of another embodiment of the customer service distribution method of 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: a customer service request is received for a 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 customer service request.
As described above in S104, and will not be described herein.
S205: and according to the commodity consumption demand and the commodity database, providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed by the user.
As described above in S105, which is not described herein.
S206: 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 repeated understanding of the user question 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 distribution device which can distribute network customer service according to the commodity category of the commodity related to the commodity purchasing process of the user on the E-commerce platform to provide targeted customer service.
Referring to fig. 3, fig. 3 is a schematic structural diagram of an embodiment of a customer service distribution device of the present invention. In this embodiment, the customer service distribution device 30 includes a classification module 31, a construction module 32, a receiving module 33, an obtaining module 34, and a distribution module 35.
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 a customer service request of a user on the e-commerce platform.
The obtaining module 34 is configured to obtain the commodity consumption requirement of the user corresponding to the customer service request.
The distribution module 35 is configured to provide a customer service for the user to distribute a network customer service of the commodity classification of the commodity associated with the commodity consumption demand according to the commodity consumption demand and the commodity database.
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 customer service request according to the behavior track of the user corresponding to the customer service request 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 customer 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 provide the customer service, 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 network customer service of the customer service once is provided to the user.
Referring to fig. 4, fig. 4 is a schematic structural diagram of another embodiment of the customer service distribution device of the present invention. Different from the previous embodiment, the customer service distribution device 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 distribution 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 distribution apparatus, as shown in fig. 5, comprising: 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 to enable the at least one processor 51 to execute the service allocation 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 commodities on the e-commerce platform can be classified, the commodity database associated with the commodity classification can be constructed, the customer service request of the user on the e-commerce platform can be received, the commodity consumption demand of the user corresponding to the customer service request can be obtained, the network customer service for distributing the commodity classification of the commodity associated with the commodity consumption demand for the user can be provided with the customer service according to the commodity consumption demand and the commodity database, and the network customer service can be distributed according to the commodity classification of the commodity related to the commodity purchase process of the e-commerce platform by the user to provide the targeted customer service.
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.
Further, according to the scheme, the commodity consumption requirement of the user corresponding to the customer service request can be obtained according to the behavior track of the user corresponding to the customer service request on the e-commerce platform, and the advantage is that the accuracy rate of obtaining the commodity consumption requirement of the user on the e-commerce platform can be improved.
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 customer 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, 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 customer service once is provided, so that the advantages of being capable of allocating the network customer service according to the commodity category of the commodity related to the commodity purchasing process of the user on the e-commerce platform to provide the targeted customer service, considering the continuity of the customer service, avoiding the repeated understanding of the user after switching different network customer services, not only influencing the customer service experience of the user, but also wastes 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 repeated understanding of the user question 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 method of customer service distribution, comprising:
carrying out commodity classification on commodities on the E-commerce platform;
building a commodity database related to the commodity classification;
receiving a customer service request of a user on the e-commerce platform;
acquiring the commodity consumption demand of the user corresponding to the customer service request;
and according to the commodity consumption demand and the commodity database, providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed by the user.
2. The customer service distribution method of claim 1 wherein said classifying the merchandise 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 method of claim 1, wherein said obtaining a commodity consumption requirement of a user corresponding to the customer service request comprises:
and acquiring the commodity consumption requirement of the user corresponding to the customer service request according to the behavior track of the user corresponding to the customer service request on the E-commerce platform.
4. The customer service distribution method according to claim 1, wherein said providing customer service to the network customer service, which distributes the commodity classification of the commodity associated with the commodity consumption demand to the user according to the commodity consumption demand and the commodity database, comprises:
and detecting whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the customer 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 provide the customer service, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and providing the customer service once with the network customer service of the customer service.
5. The customer service distribution method according to claim 1, wherein after said providing customer service for the network customer service for distributing the commodity classification of the commodity associated with the commodity consumption demand to the user according to the commodity consumption demand, further comprises:
and associating the information of the user with the information of the network customer service distributed to the user.
6. A customer service distribution apparatus, comprising:
the system comprises a classification module, a construction module, a receiving module, an acquisition module and a distribution 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 a customer service request of a user on the E-commerce platform;
the acquisition module is used for acquiring the commodity consumption demand of the user corresponding to the customer service request;
the distribution module is used for providing customer service for the network customer service of the commodity classification of the commodity associated with the commodity consumption demand distributed by the user according to the commodity consumption demand and the commodity database.
7. The customer service distribution device of 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 distribution device of claim 6, wherein the acquisition module is specifically configured to:
and acquiring the commodity consumption requirement of the user corresponding to the customer service request according to the behavior track of the user corresponding to the customer service request on the E-commerce platform.
9. The customer service distribution device of claim 6, wherein the distribution module is specifically configured to:
and detecting whether the network customer service of the commodity classification of the commodity associated with the commodity consumption demand provides the customer 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 provide the customer service, and if so, distributing the commodity classification of the commodity associated with the commodity consumption demand to the user and providing the customer service once with the network customer service of the customer service.
10. The customer service distribution device of 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.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN202010126143.2A CN111275359A (en) | 2020-02-20 | 2020-02-20 | Customer service distribution method, device and equipment |
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| Application Number | Priority Date | Filing Date | Title |
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| CN202010126143.2A CN111275359A (en) | 2020-02-20 | 2020-02-20 | Customer service distribution method, device and equipment |
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| CN111275359A true CN111275359A (en) | 2020-06-12 |
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| CN202010126143.2A Pending CN111275359A (en) | 2020-02-20 | 2020-02-20 | Customer service distribution method, device and equipment |
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Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20040210549A1 (en) * | 2000-06-22 | 2004-10-21 | Tarbet Kenneth H. | Directed sales incentives |
| 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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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20040210549A1 (en) * | 2000-06-22 | 2004-10-21 | Tarbet Kenneth H. | Directed sales incentives |
| 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: 20200612 |