CN112333258A - Intelligent customer service method, storage medium and terminal equipment - Google Patents
Intelligent customer service method, storage medium and terminal equipment Download PDFInfo
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- CN112333258A CN112333258A CN202011174122.4A CN202011174122A CN112333258A CN 112333258 A CN112333258 A CN 112333258A CN 202011174122 A CN202011174122 A CN 202011174122A CN 112333258 A CN112333258 A CN 112333258A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/10—Protocols in which an application is distributed across nodes in the network
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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
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/53—Network services using third party service providers
Abstract
The invention relates to an intelligent customer service method, a storage medium and a terminal device. The method is applied to an intelligent customer service system, the intelligent customer service system comprises a cloud server, and the method comprises the following steps: receiving a user instruction, and entering a customer service mode based on the user instruction; obtaining customer complaint information of the user, and sending the customer complaint information to the cloud server; and receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to a user. The acquired customer complaint information of the user is sent to the cloud server, a solution aiming at the customer complaint information is acquired from the cloud server, and then the solution is displayed to the user.
Description
Technical Field
The invention relates to the technical field of communication, in particular to an intelligent customer service method, a storage medium and a terminal device.
Background
Although the existing manual customer service mode can effectively solve a plurality of user problems, factors such as telephone busy, no-one answering, word inadequacy, customer service working time and the like puzzle the user to use manual service. Meanwhile, the cost increase of customer service personnel training, management and the like also increases the burden of enterprises.
Therefore, how to improve the customer service efficiency is an urgent problem to be solved.
Disclosure of Invention
In view of the above-mentioned shortcomings in the prior art, an object of the present invention is to provide an intelligent customer service method, a storage medium and a terminal device, which aim to solve the problem of low efficiency of the existing manual customer service.
In a first aspect of the embodiments of the present invention, an intelligent customer service method is provided, which is applied to an intelligent customer service system, where the intelligent customer service system includes a cloud server, and the method includes:
receiving a user instruction, and entering a customer service mode based on the user instruction;
obtaining customer complaint information of the user, and sending the customer complaint information to the cloud server;
and receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to a user.
Optionally, the method, wherein the receiving a user instruction and entering a customer service mode based on the user instruction specifically includes:
and receiving a user instruction sent by the user through a remote controller or a customer service entrance to enter a customer service mode.
Optionally, the method, wherein the obtaining customer complaint information of the user and sending the customer complaint information to the cloud server specifically includes:
acquiring voice data of the user, and identifying customer complaint information of the user from the voice data;
classifying the customer complaint information, and sending the customer complaint information to the cloud server according to a classification result.
Optionally, the method, wherein the classification result includes: software-like problems, hardware architecture-like problems, and after-market service-like problems.
Optionally, the method, wherein the obtaining of the voice data of the user and the recognizing of the customer complaint information of the user from the voice data specifically include:
and acquiring voice data and image data of the user, and identifying the customer complaint information of the user from the voice data or the image data.
Optionally, the method, wherein the receiving a solution for the customer complaint information fed back by the cloud server and presenting the solution to the user specifically includes:
and receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to the user in the form of sound or images.
Optionally, the method, wherein the obtaining customer complaint information of the user and sending the customer complaint information to the cloud server further includes:
recognizing the scene of the voice data of the user to obtain the scene of the voice data, wherein the scene comprises: dialect input, non-chinese input, invalid ambient sound input, and discriminating sound type.
Optionally, the method, wherein the solution is presented to the user in sign language when the customer complaint information of the user is identified from the image data.
In a second aspect of the embodiments of the present invention, a computer-readable storage medium is provided, where one or more programs are stored, and the one or more programs are executable by one or more processors to implement the steps in the intelligent customer service method.
A third aspect of the embodiments of the present invention provides a terminal device, including: a processor and a memory; a memory having a computer readable program stored thereon that is executable by the processor; the steps in the intelligent customer service method described above are implemented when the processor executes the computer readable program.
Has the advantages that: the invention provides an intelligent customer service method, which is characterized in that the obtained customer complaint information of a user is sent to a cloud server, a solution for the customer complaint information is obtained from the cloud server, and then the solution is displayed to the user.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art that other drawings can be obtained according to the drawings without any inventive work.
FIG. 1 is a schematic diagram of an intelligent customer service system according to an embodiment of the present invention;
FIG. 2 is a flow chart of an intelligent customer service method according to an embodiment of the present invention;
FIG. 3 is a block diagram of software provided by an embodiment of the present invention;
fig. 4 is a schematic diagram of a terminal device structure according to an embodiment of the present invention.
Detailed Description
To facilitate an understanding of the invention, the invention will now be described more fully with reference to the accompanying drawings. Preferred embodiments of the present invention are shown in the drawings. This invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete.
Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The terminology used herein in the description of the invention is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention.
The inventor researches and discovers that after the intelligent system is popularized, the system is more and more advanced and the functions are more and more powerful, but the difficulties encountered by users in actual use are correspondingly increased, such as too much functional operation instruction contents of products, and defects in use of functions and the like. In order to solve the similar problems, a customer service staff is required to be equipped, and the customer service staff is responsible for communication and solution. Although the manual customer service mode can effectively solve many user problems, factors such as telephone busy, no-one answering, word inadequacy, customer service working time and the like bother users to use manual service. Meanwhile, the cost increase of customer service personnel training, management and the like also increases the burden of enterprises.
Based on this, the present invention provides a solution to the above technical problem, and the details thereof will be explained in the following embodiments.
Referring to fig. 1, fig. 1 is a diagram illustrating an intelligent customer service system according to an embodiment of the present invention, including a cloud server 1, a client 2, and an intelligent customer service end 3. It is easy to understand that solutions to the customer complaints problem, which is the main focus of after-sales feedback, are stored in the cloud server 1 in advance. The client 2 sends customer complaint information to the intelligent customer service end 3, the intelligent customer service end 3 identifies the customer complaint information, the problem encountered by the user is obtained from the customer complaint information, the problem is sent to the cloud server 1, the cloud server 1 finds out a solution for the problem according to the problem, the solution is returned to the intelligent customer service end 3, and the intelligent customer service end 3 displays the solution to the client 2.
The intelligent customer service method provided by the present invention is further explained by specific embodiments, as shown in fig. 2, the intelligent customer service method includes:
and S10, obtaining customer complaint information of the user, and sending the customer complaint information to the cloud server.
Specifically, the customer complaint information may be acquired by a sound recording device, a video recording device, a text input device, or the like. It is easy to understand that the customer complaint information includes the problem to be solved or the complaint problem by the user.
In this embodiment, before the step S10, the method further includes: and receiving a user instruction sent by a user, and entering a customer service mode based on the user instruction. Namely, when the customer complaint information of the user is obtained, the customer service mode is required to be entered. Wherein, the user can enter through a key assistant on the remote controller or a customer service entrance on the homepage of the intelligent customer service terminal.
For example, the user enters the customer service mode by a key assistant on the remote controller, and the intelligent customer service end can send out a voice prompt, such as playing voice "welcome to use intelligent customer service, please say your question". At the moment, the intelligent camera on the intelligent customer service terminal is upgraded and enters a video mode, and a microphone and the like are started. The user can describe the encountered problems by means of the bluetooth voice module, for example, "the system is frequently halted", "the system software cannot be upgraded", and the like. And the intelligent customer service end sends the received customer complaint information such as 'system frequently crashes', 'system software cannot be upgraded' and the like to the cloud server.
In an implementation manner of this embodiment, the obtaining customer complaint information of the user and sending the customer complaint information to the cloud server specifically includes:
acquiring voice data of the user, and identifying customer complaint information of the user from the voice data;
classifying the customer complaint information, and sending the customer complaint information to the cloud server according to a classification result.
Specifically, after the voice data of the user is acquired and the customer complaint information of the user is identified, the customer complaint information can be classified first, that is, the customer complaint information is classified and then sent to the cloud server.
For example, the major problems of after-market feedback can be classified according to the accumulation of past experience as:
(1) software-related classes, such as: the system has the problems of black screen, screen splash and the like, the system and application are stuck and slow to operate, the system and application are dead and do not respond, the system and application are inconvenient to use, the system is silent, makes noises and the like, the problems related to network connection and screen projection and the like, the problems of videos and music playing and the problems of member use and login.
(2) Hardware, structure-related classes, such as: the system is not started, the screen is scratched and broken, the problems related to hardware channels, the problems related to hardware networks, the problems of soundless hardware and structural damage are solved.
(3) Service classes, such as: home maintenance problems, logistics problems, after-sales service completion feedback
Classifying the identified customer complaint information according to the classification, for example, if the user feeds back that the system has no sound, finding that the problem belongs to a software-related class through comparison, identifying the problem as a software-related problem, sending the software-related problem to a cloud server, and directly searching a corresponding scheme from a corresponding software-related solution after the cloud server receives the software-related problem. Wherein the commonly used solutions in the cloud server are shown in the following list:
in this embodiment, the efficiency of the cloud server for finding a solution can be improved by classifying the identified customer complaint information and then sending the classified customer complaint information to the cloud server.
In one implementation of this embodiment, when obtaining the customer complaint information of the user, in addition to obtaining the voice of the user, an image of the user is obtained, such as an image of the face and the motions of both hands of the user. Whether the user has hearing or speech impairment is determined based on the user's speech in combination with the two-handed movements. If valid sound information (environmental noise may occur) is not recognized from the acquired voice and sign language is recognized from the image, it means that the user may have auditory sense or voice obstacle. Therefore, sign language can be used in a targeted manner to show the solution of the problem of user feedback.
In one embodiment of the present invention, when the customer complaint information of the user is acquired, a scene of the voice data of the user is also recognized, where the scene indicates whether the user speaks a chinese language or a foreign language, a mandarin language or a dialect in each place, whether the spoken voice is a male voice, a female voice or a child voice, an invalid environmental voice input, or the like. By identifying the scene, the result can be displayed for the scene, and if the user says that the local dialect is spoken, and the user may not speak Mandarin Chinese, the result needs to be displayed in the dialect which can be understood by the user. When the user is recognized to be a child voice, the user can communicate with the child voice. Thereby the customer service is more humanized.
S20, receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to the user.
Specifically, the solution is presented to the user, wherein the presentation mode can be a mode of playing through voice or a mode of playing through an image picture.
For example, the solution returned by the cloud server is to "restart the system," which may be played to the user as a sound. The sound used can be configured according to the scene where the user is located.
In this embodiment, if the user is a person with hearing or voice impairment, a sign language robot assistant may be used to inform the user of the solution of the customer complaint information in a sign language manner.
Specifically, when the voice is not recognized from the obtained customer complaint information and the actions of the hands of the user are recognized as the sign language of the blind, the mode is automatically switched to the sign language mode, the sign language robot assistant is started to display the sign language robot assistant on a screen of the intelligent customer service end, and the sign language robot assistant communicates with the user. From which the user's needs are learned and the corresponding solutions are then presented to the user in sign language.
In an implementation manner of this embodiment, when the solution is presented to the user in a voice or sign language, the user may also be guided to search for an answer to solve the problem, for example, prompt the user to switch to a background manual service.
In an implementation of this embodiment, the user can also customize the output voice (the voice during solution presentation and the voice during communication) by customizing the voice packet. The customer service is more personalized by customizing the voice packet.
As shown in fig. 3, based on the above intelligent customer service method, the present invention further provides an intelligent customer service device, including:
the main control module is used for sending a control command, and is generally taken charge of a System on Chip (called SOC for short) of the TV.
The AI voice module is internally provided with a DSP (digital signal processor) and can restore real voice information of a user through an echo elimination function, and the AI voice module is communicated with the cloud server through the main control module to process voice information under different scenes, such as dialect input, invalid environment voice input and other national language input, distinguish voice information of male voice, female voice, child voice and the like, and transmit the voice information to the main control module.
The AI camera is internally provided with the MCU, and when a user access request is received, the AI camera identifies the expression information and the limb information of the user with the main control module and the cloud service module through a built-in algorithm and transmits the expression information and the limb information to the main control module. If the user is a person with hearing or voice disorder, the main control module can judge that no voice is output currently, and when the body action is recognized as sign language of the blind, the information input mode is automatically switched to the sign language mode, and meanwhile, the main control module displays the control display module which is a sign language AI robot assistant on a screen output to communicate with the user.
A display module: and the different working modes can be switched under the control of the master control module. For example, the sign language interaction mode provided above, a normal AI customer service solution, a user guidance display mode, and a necessary background manual video communication mode.
And the voice processing module is internally provided with a DSP, and controls the voice scene output suitable for the user scene according to the built-in algorithm through the identified user scene.
And 4K display screen sound output is used for playing the sound processed by the sound processing module. If the user customizes the voice packet, the corresponding voice packet can be downloaded from the server through the main control module, and the customized voice of the user is output.
Based on the intelligent customer service method, the invention further provides a computer-readable storage medium, where one or more programs are stored, and the one or more programs can be executed by one or more processors to implement the steps in the intelligent customer service method of the above embodiment.
Based on the above intelligent customer service method, the present invention further provides a terminal device, as shown in fig. 4, which includes at least one processor (processor) 30; a display screen 31; and a memory (memory)32, which may also include a communication interface (communication interface)33 and a bus 34. The processor 30, the display 31, the memory 32 and the communication interface 33 can communicate with each other through the bus 34. The display screen 31 is configured to display a user guidance interface preset in the initial setting mode. The communication interface 33 may transmit information. The processor 30 may call logic instructions in the memory 32 to perform the methods in the embodiments described above. In addition, the logic instructions in the memory 32 may be implemented in the form of software functional units and stored in a readable storage medium when sold or used as a stand-alone product. The memory 32 is a readable storage medium and can be configured to store software programs, such as program instructions or modules corresponding to the methods in the embodiments of the present invention. The processor 30 executes the functional application and data processing by executing the software program, instructions or modules stored in the memory 32, i.e. implements the method in the above-described embodiments. The memory 32 may include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function; the storage data area may store data created according to the use of the terminal, and the like. Further, the memory 32 may include high speed random access memory and may also include non-volatile memory. For example, a variety of media that can store program codes, such as a usb disk, a removable hard disk, a Read-only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk, may also be transient storage media. In addition, the specific processes loaded and executed by the instruction processors in the storage medium and the terminal are described in detail in the method, and are not stated herein.
In summary, the present invention provides an intelligent customer service method, a storage medium and a terminal device. The method is applied to an intelligent customer service system, the intelligent customer service system comprises a cloud server, and the method comprises the following steps: receiving a user instruction, and entering a customer service mode based on the user instruction; obtaining customer complaint information of the user, and sending the customer complaint information to the cloud server; and receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to a user. The acquired customer complaint information of the user is sent to the cloud server, a solution aiming at the customer complaint information is acquired from the cloud server, and then the solution is displayed to the user.
It is to be understood that the invention is not limited to the examples described above, but that modifications and variations may be effected thereto by those of ordinary skill in the art in light of the foregoing description, and that all such modifications and variations are intended to be within the scope of the invention as defined by the appended claims.
Claims (10)
1. An intelligent customer service method is applied to an intelligent customer service system, the intelligent customer service system comprises a cloud server, and the method comprises the following steps:
obtaining customer complaint information of a user, and sending the customer complaint information to the cloud server;
and receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to the user.
2. The method of claim 1, wherein before obtaining the customer complaint information of the user and sending the customer complaint information to the cloud server, the method further comprises:
and receiving a user instruction sent by a user, and entering a customer service mode based on the user instruction.
3. The method of claim 1, wherein the obtaining customer complaint information of the user and sending the customer complaint information to the cloud server specifically comprises:
acquiring voice data of the user, and identifying customer complaint information of the user from the voice data;
classifying the customer complaint information, and sending the customer complaint information to the cloud server according to a classification result.
4. The method of claim 3, wherein the classification result comprises: software-like problems, hardware architecture-like problems, and after-market service-like problems.
5. The method according to claim 3, wherein the obtaining of the voice data of the user and the recognizing of the customer complaint information of the user from the voice data specifically include:
and acquiring voice data and image data of the user, and identifying the customer complaint information of the user from the voice data or the image data.
6. The method of claim 3, wherein the obtaining customer complaint information of the user and sending the customer complaint information to the cloud server further comprises:
recognizing the scene of the voice data of the user to obtain the scene of the voice data, wherein the scene comprises: dialect input, non-chinese input, invalid ambient sound input, and discriminating sound type.
7. The method of claim 1, wherein the receiving the solution for the customer complaint information fed back by the cloud server and presenting the solution to the user comprises:
and receiving a solution for the customer complaint information fed back by the cloud server, and presenting the solution to the user in a voice or an image mode.
8. The method of claim 7, wherein the solution is presented to the user in sign language when the customer complaint information of the user is identified from the image data.
9. A computer readable storage medium, storing one or more programs, which are executable by one or more processors, to implement the steps in the intelligent customer service method according to any one of claims 1-8.
10. A terminal device, characterized in that the terminal device comprises a processor, a memory and a computer readable program stored on the memory and executable by the processor, the processor implementing the steps in the intelligent customer service method according to any one of claims 1-8 when executing the computer readable program.
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| CN202011174122.4A CN112333258A (en) | 2020-10-28 | 2020-10-28 | Intelligent customer service method, storage medium and terminal equipment |
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