CN112561545A - User service method and device based on social platform, computer equipment and medium - Google Patents
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Abstract
The invention relates to the field of artificial intelligence, and particularly discloses a user service method, a user service device, computer equipment and a user service medium based on a social platform. The method comprises the following steps: after receiving a request message sent by a user through a social platform for the first time, the customer service system records a sending channel of the request message of the user as the social platform; calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service having an association relation with the user according to a sending channel when receiving a switching instruction, and communicating with the user for the first time through the artificial customer service; after the first communication between the user and the artificial customer service is interrupted, when a request message sent by the same user is received for the second time, the artificial customer service serving the user in the first communication is enabled to carry out secondary communication with the user in the recorded sending channel, and the conversation content of the artificial customer and the user in the first communication is displayed in a communication interface of the secondary communication. The invention can improve the experience effect of the user on the customer service.
Description
Technical Field
The invention relates to the field of intelligent decision making of artificial intelligence, in particular to a user service method, a user service device, computer equipment and a medium based on a social platform.
Background
Customer service is an important field in product service, is a very important function for products, and represents the improvement of the overall service level for companies. In the process of changing a customer from a new user to an old user, the customer is satisfied or dissatisfied in the process of using a product, has very important influence on the product and a company, even determines the existence of the product, can better help the customer to use the product, help an enterprise to improve the service quality and improve the customer satisfaction through the promotion of a customer service system.
In a customer service system in the prior art, a customer needs to find a product first and find a menu in the product to find a corresponding customer service entrance, and since the customer service entrance of each product is different, the customer needs to spend more time to find on the product or a website, which is very easy to cause poor experience effect for the customer. Meanwhile, the customer service system in the prior art cannot conveniently make the most targeted customer service according to the real situation of the user, so that the overall service experience of the user is difficult to improve, the customer service experience is difficult to improve, and the customer satisfaction is also influenced. Therefore, a new technical solution to solve the above problems needs to be found by those skilled in the art.
Disclosure of Invention
Therefore, it is necessary to provide a user service method, device, computer device and medium based on a social platform to accurately improve the pertinence of the user to perform the customer service, so as to improve the user experience effect.
A social platform-based user service method comprises the following steps:
a customer service system receives a request message sent by a user through a social platform which has a binding relationship with the customer service system, determines that the request message is received for the first time, and records a sending channel of the request message as the social platform; the customer service system comprises intelligent customer service and manual customer service;
calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service in association relation with the user according to the identity information of all the artificial customer services corresponding to the issuing channel and the user information of the user when a switching instruction is received, and communicating with the user for the first time through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length;
after the first communication between the user and the artificial customer service is interrupted, when the customer service system determines that a request message sent by the same user is received for the second time, if the interruption time of the first communication between the user and the artificial customer service is determined to be within a preset waiting time, the artificial customer service which serves the user in the first communication is enabled to carry out secondary communication with the user in the recorded sending channel, and the conversation content of the artificial customer and the user in the first communication is displayed in a communication interface of the secondary communication.
A social platform based user service apparatus, comprising:
the recording module is used for receiving a request message sent by a user through a social platform which has a binding relationship with the customer service system by the customer service system, determining that the request message is received for the first time, and recording a sending channel of the request message as the social platform; the customer service system comprises intelligent customer service and manual customer service;
the communication module is used for calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service having an association relation with the user according to the identity information of all the artificial customer services corresponding to the issuing channel and the user information of the user when a switching instruction is received, and carrying out first communication with the user through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length;
and the display module is used for enabling the artificial customer service which serves the user in the first communication to carry out the second communication with the user in the recorded sending channel if the interruption time of the first communication between the user and the artificial customer service is determined to be within the preset waiting time after the first communication between the user and the artificial customer service is interrupted, and displaying the conversation content of the artificial customer and the user in the first communication in a communication interface of the second communication when the customer service system determines that the request message sent by the same user is received for the second time.
A computer device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, the processor implementing the social platform based user service method when executing the computer program.
A computer-readable storage medium, which stores a computer program that, when executed by a processor, implements the social platform-based user service method described above.
According to the user service method, the user service device, the computer equipment and the medium based on the social contact platform, the customer service system receives the request message sent by the user through the social contact platform which has the binding relationship with the customer service system, determines that the request message is received for the first time, and records the sending channel of the request message as the social contact platform; the customer service system comprises intelligent customer service and manual customer service; calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service in association relation with the user according to the identity information of all the artificial customer services corresponding to the issuing channel and the user information of the user when a switching instruction is received, and communicating with the user for the first time through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length; after the first communication between the user and the artificial customer service is interrupted, when the customer service system determines that a request message sent by the same user is received for the second time, if the interruption time of the first communication between the user and the artificial customer service is determined to be within a preset waiting time, the artificial customer service which serves the user in the first communication is enabled to carry out secondary communication with the user in the recorded sending channel, and the conversation content of the artificial customer and the user in the first communication is displayed in a communication interface of the secondary communication. Therefore, the invention provides a customer service system capable of being connected with a social platform, which can reduce the time for a user to search a product customer service entrance, and can make the most accurate, most targeted and most rapid reaction measures (such as switching intelligent customer service and artificial customer service, rapidly determining the artificial customer service corresponding to a sending channel of the user, determining the artificial customer service for the first communication by secondary communication and the like) according to the real requirements of the user (rapidly obtaining the customer service and timely solving the problem of product and the like of the user), thereby improving the experience effect of the user on the customer service.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments of the present invention 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 these drawings without inventive labor.
FIG. 1 is a schematic diagram of an application environment of a social platform based user service method according to an embodiment of the present invention;
FIG. 2 is a flow diagram of a social platform based user service method in one embodiment of the present invention;
FIG. 3 is a schematic structural diagram of a social platform based user service device according to an embodiment of the present invention;
FIG. 4 is a schematic diagram of a computer device according to an embodiment of the invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The user service method based on the social platform provided by the invention can be applied to the application environment shown in fig. 1, wherein a client communicates with a server through a network. The client may include, but is not limited to, various smart phones, tablet computers, and other devices. The server may be implemented as a stand-alone server or as a server cluster consisting of a plurality of servers.
In an embodiment, as shown in fig. 2, a social platform based user service method is provided, which is described by taking the method as an example applied to the server in fig. 1, and includes the following steps:
s10, the customer service system receives a request message sent by a user through a social platform which has a binding relationship with the customer service system, determines that the request message is received for the first time, and records a sending channel of the request message as the social platform; the customer service system comprises intelligent customer service and manual customer service;
understandably, the execution subject of the scheme of the application is a customer service system; the request information is other customer services such as product consultation requested by a user to a customer service system and can be divided into first request information, second request information and multiple request information, and the specific judgment of the request times can be determined by a request message header contained in the request information within a certain time (the request message header is a time marker plus a time marker); the social platform refers to various network communication platforms or instant communication platforms and the like, the issuing channel refers to various social platforms for which the user issues request information, and subsequent manual customer service can communicate with the user through the issuing channel; specifically, the entry of the customer service system is added to the applets in various social contact platforms in advance, after a user clicks the applets in the social contact platform of the user display interface, the customer service system receives request information sent by the social contact platform, and the user display interface directly jumps to a system page corresponding to the customer service system, so that the binding relationship refers to a communicable link relationship between the applets associated with the social contact platform and the customer service system; the customer service system comprises an intelligent customer service and an artificial customer service, and the intelligent customer service is a robot. According to the method and the system, the small programs arranged in the social service platforms can facilitate the user to quickly find the entrance of the customer service system, namely the user does not need to find the customer service entrance related to a certain product, so that the time for the user to find the product customer service entrance is reduced, and the sending channel is recorded, so that the follow-up manual customer service can be directly contacted with the user through the social service platform corresponding to the sending channel.
S20, calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service having an association relation with the user according to the identity information of all artificial customer services corresponding to the issuing channel and the user information of the user when receiving a switching instruction, and communicating with the user for the first time through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length;
understandably, an intelligent recognition model about texts and voices is preset in the intelligent customer service; the artificial customer service is generated after receiving a switching instruction about the intelligent customer service, the generation of the switching instruction comprises that a user triggers a switching key position in a communication interface through a customer service system or inputs a message about switching the intelligent customer service in the communication interface (specifically, text data about switching the intelligent customer service is stored in the customer service system in advance, if the user needs the artificial customer service, and the like) or the intelligent customer service cannot feed back the problem of the user within a preset time length. The switching instruction is set in the embodiment to solve the problem that the user proposes the problem and can not be identified by the intelligent customer service, and the manual customer service which is most consistent with the issuing channel can be automatically switched, so that the customer service experience effect of the user is improved; and the manual customer service corresponding to the issuing channel is recorded, so that the manual customer service can establish communication with the user through the issuing channel most quickly when switching occurs.
And S30, after the first communication between the user and the artificial customer service is interrupted, when the customer service system determines that the request message sent by the same user is received for the second time, if the interruption time of the first communication between the user and the artificial customer service is determined to be within the preset waiting time, the artificial customer service which serves the user in the first communication is enabled to carry out the second communication with the user in the recorded sending channel, and the conversation content between the artificial customer and the user in the first communication is displayed in a communication interface of the second communication.
Understandably, the establishment of the secondary communication is to record the manual customer service and the conversation contents communicated with the user for the first time in advance in the stored data related to the user, upon receiving request information from the same user, the manual customer service that has served the user and the time of sending the first request information are determined directly by storing data, specifically, the time of sending the first request information is obtained by storing data, simultaneously acquiring the sending time of the second request message, calculating the interruption time length through the two request times, comparing the relationship between the interruption time and the preset waiting time to determine whether the artificial customer service which was served by the direct first communication is used as the artificial customer service for the second communication (the artificial customer service which was communicated for the first time in the preset waiting time is not communicated with other users temporarily), and directly displaying the conversation content in the stored data in a certain display dimension of a communication interface in the customer service system. The method and the system can solve the problem that in the process of first communication, due to the fact that the social platform and the customer service system are temporarily interrupted (including but not limited to network signals, telephone calls, manual misoperation and the like), customer service is not completely served, manual customer service and conversation content communicated with the first communication can be directly called, continuation of last customer service is further guaranteed, and customer service experience effects of users are improved. It should be noted that the present embodiment is not limited to secondary communication, and three times of communication or even multiple times of communication may be performed subsequently.
The embodiments of the steps S10 to S30 provide a customer service entrance based on a social platform for a user, save time for the user to search for customer services, indirectly improve the sales rate of products, and make the most accurate, most targeted, and most rapid customer services according to the actual situations of various users, such as switching between intelligent customer service and artificial customer service, rapidly determining artificial customer service corresponding to the issuing channel of the user, determining artificial customer service for the first communication through the second communication, and the like. Through the recorded sending channel, the manual customer service further obtains communication with the user by means of the social platform corresponding to the sending channel, and customer service efficiency is improved.
Further, before the step S10, the method further includes:
determining whether the user is a real user or not through user information of all users recorded in a back-end database;
when the user is not a real user, releasing the received request information;
and when the user is a real user, starting to execute the work of calling the intelligent customer service to communicate with the user.
Understandably, the user information of the user comprises a mobile phone number, a name and information which can be used as a unique mark; before this step, the user needs to register in the customer service system in advance, so that the embodiment can prevent the unregistered user from sending a request to the customer service system at any time so as to increase the workload of the customer service system. The present embodiment executes the above-described step S20 when the user is an actual user.
Further, after the step S30, the method further includes:
taking the conversation contents of the artificial customer service and the intelligent customer service after each communication with the user as historical conversation contents;
analyzing the historical conversation content and the access product content of the user through a user behavior analysis model, determining the user product preference of the user, and feeding back the user product preference to the manual customer service.
Understandably, the user behavior analysis model can mark a label on the user according to the historical conversation content of the user and the access product content of the user by the manual customer service (the user is registered in the product webpage by a social platform, and the main browsing content of the user on the product webpage can be fed back to the customer service system) (after each communication, the manual customer service can mark a favorite label on the user information of the user, the favorite label can be a high interest of the user on a certain product, and the like), so that the user product preference of the user can be analyzed by the user behavior analysis model (specifically, the weight value occupied by each favorite label can be used, and the favorite label with the largest weight value is used as one of the user product preferences which is most consistent), therefore, the success rate of subsequent manual customer service can be improved by the user product preference in the promotion, and in the subsequent communication process, the manual customer service can make the most consistent customer service for the consultation of the user, the experience effect of the user is indirectly improved.
Further, before the step S10, the method further includes:
and correspondingly associating and binding the identity information of the artificial customer service of each social contact platform with each social contact platform.
Understandably, the social platform where the user issuing channel is located needs to correspond to the social platform where the artificial customer service is located (corresponding to enabling the same social platform to communicate by mechanical energy), so this embodiment is to associate and bind the social platform with the identity information of the artificial customer service in advance, so that the artificial customer service having an association relationship with the social platform can be called directly and quickly in the following.
Further, after the step S30, the method further includes:
the customer service system determines whether the user information input by the artificial customer service in the interface for building the communication link is wrong;
after the user information is determined to be correct, inquiring the user information to obtain an issuing channel recorded in a back end by a user associated with the user information, establishing a communication link relation between the artificial customer service and the inquired issuing channel, and transmitting a message sent by the artificial customer service to a social platform where the issuing channel is located;
and prompting the manual customer service input of a mistake in the communication link interface after the mistake is determined.
Understandably, the communication link interface is set up so that when the manual customer service needs to communicate with the user again after the user and the manual customer service are communicated, active communication can be established through the embodiment. Specifically, after the user information of the user is input into the communication link interface by the artificial customer service (after each communication, the user can be stored in a customer service list of the artificial customer service having a relationship with the user), whether the user information input by the user is consistent with the user information recorded in the customer service system is checked, if so, the user information is inquired to obtain a sending channel recorded in a back end by the user associated with the user information, a communication link relationship between a social platform where the artificial customer service is located and a sending channel corresponding to the user social platform is established, and the message input into the communication interface by the artificial customer service is completely transmitted to the sending channel of the user. The embodiment is mainly used for preventing a user from being maliciously contacted by a manual customer service who does not have an association relation with the user. It should be noted that the embodiment is also applicable to the salesperson, and the user who actively contacts each time can be added to the customer service list where the salesperson is located through the embodiment.
Further, after the step S20, the method further includes:
determining whether the artificial customer service replies to the user within a preset reply time, and recording the times of not replying to the user;
and when the times reach the preset times, determining the artificial customer service to be switched according to a preset priority relationship, switching the first communication between the user and the artificial customer service to the communication link between the user and the artificial customer service to be switched, sending warning information to the artificial customer service, and reducing the priority relationship of the artificial customer service.
Understandably, the first artificial customer service in this embodiment is not arranged in advance according to the preset priority relationship, and the specific reason is to avoid that after too many users request the customer service system, the workload of arrangement is increased due to the priority relationship, and subsequently, the users are arranged to another new artificial customer service to be switched according to the priority relationship, so as to warn the original artificial customer service (the users arranging the communication link with the artificial customer service for the artificial customer service can be used for checking the artificial customer service).
Further, the determining that the interruption time of the first communication between the user and the artificial customer service is within a preset waiting time includes:
recording a first time point corresponding to the first communication interruption between the user and the artificial customer service, and recording a second time point corresponding to the second time when a request message sent by the same user is received;
and determining an interruption time length according to the first time point and the second time point, and confirming that the interruption time length is within a preset waiting time length when the interruption time length is less than or equal to the preset waiting time length.
Understandably, the embodiment mainly provides the original manual customer service for the user within the preset waiting time to avoid that the new manual customer service does not know any condition consulted by the original client, so that the experience effect of the user can be improved through the embodiment.
Further, before the manual customer service serving the user in the first communication is made to perform the second communication with the user in the recorded issuing channel, the method further includes:
and detecting whether the user switches the sending channel, and enabling the artificial customer service which serves the user in the first communication to carry out secondary communication with the user in the recorded sending channel when the user does not switch the sending channel.
Understandably, the present embodiment is to avoid that the manual customer service cannot make corresponding changes for the user's issuing channel due to the switching of the issuing channel by the user. In another embodiment, when the user switches the sending channel, it is determined whether the social platform corresponding to the sending channel of the user exists in the artificial customer service serving the user in the first communication, if so, a communication link relationship with the sending channel of the user is established by the social platform of the artificial customer service, and if not, a new artificial customer service having an association relationship with the sending channel of the user is switched according to a preset priority relationship, and a communication link relationship with the sending channel of the user is established by the social platform of the new artificial customer service.
In summary, the customer service system capable of being connected with the social platform is provided, so that the time for a user to search a product customer service entrance is reduced, the most accurate, most targeted and most rapid reaction measures (such as switching between intelligent customer service and artificial customer service, rapidly determining the artificial customer service corresponding to a sending channel of the user, determining the artificial customer service for the first communication by secondary communication and the like) can be made according to the real needs of the user (rapidly obtaining the customer service, and solving the problem of product and the like of the user) of the user in time, and the experience effect of the user on the customer service is further improved.
It should be understood that, the sequence numbers of the steps in the foregoing embodiments do not imply an execution sequence, and the execution sequence of each process should be determined by its function and inherent logic, and should not constitute any limitation to the implementation process of the embodiments of the present invention.
In an embodiment, a user service device based on a social platform is provided, and the user service device based on the social platform corresponds to the user service method based on the social platform in the above embodiment one to one. As shown in fig. 3, the social platform based user service device includes a recording module 11, a communication module 12 and a presentation module 13. The functional modules are explained in detail as follows:
the recording module 11 is used for the customer service system receiving a request message sent by a user through a social platform having a binding relationship with the customer service system, determining that the request message is received for the first time, and recording a sending channel of the request message as the social platform; the customer service system comprises intelligent customer service and manual customer service;
the communication module 12 is configured to call the intelligent customer service to communicate with the user, confirm at least one artificial customer service having an association relationship with the user according to the identity information of all artificial customer services corresponding to the issuing channel and the user information of the user when a switching instruction is received, and perform first communication with the user through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length;
and the display module 13 is configured to, after the first communication between the user and the artificial customer service is interrupted, when the customer service system determines that a request message sent by the same user is received for the second time, if it is determined that the interruption time of the first communication between the user and the artificial customer service is within a preset waiting time, enable the artificial customer service, which has served the user in the first communication, to perform the second communication with the user in the recorded sending channel, and display the conversation content between the artificial customer and the user in the first communication in a communication interface of the second communication.
The first determining module is used for determining whether the user is a real user or not according to the user information of all users recorded in the back-end database;
the release module is used for releasing the received request information when the user is not the real user;
and the communication module is used for starting to execute the work of calling the intelligent customer service to communicate with the user when the user is a real user.
Further, the social platform-based user service device further comprises:
the conversation content module is used for taking the conversation content of the artificial customer service and the intelligent customer service after each communication with the user as historical conversation content;
and the feedback module is used for analyzing the historical conversation content and the access product content of the user through a user behavior analysis model, determining the user product preference of the user and feeding back the user product preference to the artificial customer service.
Further, the social platform-based user service device further comprises:
and the binding module is used for correspondingly associating and binding the identity information of the artificial customer service of each social platform with each social platform.
Further, the social platform-based user service device further comprises:
the second determining module is used for the customer service system to determine whether the user information input by the artificial customer service in the interface for building the communication link is wrong;
the establishing module is used for inquiring the user information to obtain an issuing channel recorded in a back end by a user associated with the user information after the user information is determined to be correct, establishing a communication link relation between the artificial customer service and the inquired issuing channel, and transmitting a message sent by the artificial customer service to a social platform where the issuing channel is located;
and the prompting module is used for prompting that the manual customer service input is wrong in the communication link interface after the mistake is determined.
Further, the social platform-based user service device further comprises:
the recording module is used for determining whether the artificial customer service replies to the user within a preset reply time and recording the times of not replying to the user;
and the warning module is used for determining the artificial customer service to be switched according to a preset priority relationship when the times reach the preset times, switching the first communication between the user and the artificial customer service to the communication link between the user and the artificial customer service to be switched, sending warning information to the artificial customer service and reducing the priority relationship of the artificial customer service.
Further, the display module comprises:
the recording submodule is used for recording a first time point corresponding to the first communication interruption between the user and the artificial customer service and recording a second time point corresponding to the second time when a request message sent by the same user is received for the second time;
and the confirming submodule is used for confirming the interruption time length according to the first time point and the second time point, and confirming that the interruption time length is within the preset waiting time length when the interruption time length is less than or equal to the preset waiting time length.
For specific definition of the user service device based on the social platform, reference may be made to the above definition of the user service method based on the social platform, and details are not repeated here. The modules in the social platform based user service device may be implemented in whole or in part by software, hardware, and combinations thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.
In one embodiment, a computer device is provided, which may be a server, the internal structure of which may be as shown in fig. 4. The computer device includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The database of the computer device is used for storing data involved in the user service method based on the social platform. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a social platform based user service method.
In one embodiment, a computer device is provided, which includes a memory, a processor, and a computer program stored on the memory and executable on the processor, and the processor executes the computer program to implement the steps of the social platform based user service method in the above embodiments, such as steps S10 to S30 shown in fig. 2. Alternatively, the processor, when executing the computer program, implements the functions of the modules/units of the social platform based user service apparatus in the above embodiments, such as the functions of the modules 11 to 13 shown in fig. 3. To avoid repetition, further description is omitted here.
In one embodiment, a computer readable storage medium is provided, on which a computer program is stored, which when executed by a processor implements the steps of the social platform based user service method in the above embodiments, such as the steps S10 to S30 shown in fig. 2. Alternatively, the computer program, when executed by the processor, implements the functions of the modules/units of the social platform based user service apparatus in the above embodiments, such as the functions of the modules 11 to 13 shown in fig. 3. To avoid repetition, further description is omitted here.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, databases, or other media used in embodiments provided herein may include non-volatile and/or volatile memory. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-mentioned division of the functional units and modules is illustrated, and in practical applications, the above-mentioned function distribution may be performed by different functional units and modules according to needs, that is, the internal structure of the apparatus is divided into different functional units or modules to perform all or part of the above-mentioned functions.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the embodiments of the present invention, and are intended to be included within the scope of the present invention.
Claims (10)
1. A user service method based on a social platform is characterized by comprising the following steps:
a customer service system receives a request message sent by a user through a social platform which has a binding relationship with the customer service system, determines that the request message is received for the first time, and records a sending channel of the request message as the social platform; the customer service system comprises intelligent customer service and manual customer service;
calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service in association relation with the user according to the identity information of all the artificial customer services corresponding to the issuing channel and the user information of the user when a switching instruction is received, and communicating with the user for the first time through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length;
after the first communication between the user and the artificial customer service is interrupted, when the customer service system determines that a request message sent by the same user is received for the second time, if the interruption time of the first communication between the user and the artificial customer service is determined to be within a preset waiting time, the artificial customer service which serves the user in the first communication is enabled to carry out secondary communication with the user in the recorded sending channel, and the conversation content of the artificial customer and the user in the first communication is displayed in a communication interface of the secondary communication.
2. The social platform based user service method according to claim 1, wherein before recording the issuing channel of the request information as the social platform, further comprising:
determining whether the user is a real user or not through user information of all users recorded in a back-end database;
when the user is not a real user, releasing the received request information;
and when the user is a real user, starting to execute the work of calling the intelligent customer service to communicate with the user.
3. The social platform based user service method according to claim 1, further comprising, after presenting the conversation content of the human client and the user in the first communication in the communication interface of the second communication:
taking the conversation contents of the artificial customer service and the intelligent customer service after each communication with the user as historical conversation contents;
analyzing the historical conversation content and the access product content of the user through a user behavior analysis model, determining the user product preference of the user, and feeding back the user product preference to the manual customer service.
4. The social platform based user service method according to claim 1, wherein before recording the issuing channel of the request information as the social platform, further comprising:
and correspondingly associating and binding the identity information of the artificial customer service of each social contact platform with each social contact platform.
5. The social platform based user service method according to claim 1, further comprising, after presenting the conversation content of the human client and the user in the first communication in the communication interface of the second communication:
the customer service system determines whether the user information input by the artificial customer service in the interface for building the communication link is wrong;
after the user information is determined to be correct, inquiring the user information to obtain an issuing channel recorded in a back end by a user associated with the user information, establishing a communication link relation between the artificial customer service and the inquired issuing channel, and transmitting a message sent by the artificial customer service to a social platform where the issuing channel is located;
and prompting the manual customer service input of a mistake in the communication link interface after the mistake is determined.
6. The social platform-based user service method according to claim 1, wherein after confirming at least one artificial customer service having an association relationship with the user according to the identity information of all artificial customer services corresponding to the issuing channel and the user information of the user, the method further comprises:
determining whether the artificial customer service replies to the user within a preset reply time, and recording the times of not replying to the user;
and when the times reach the preset times, determining the artificial customer service to be switched according to a preset priority relationship, switching the first communication between the user and the artificial customer service to the communication link between the user and the artificial customer service to be switched, sending warning information to the artificial customer service, and reducing the priority relationship of the artificial customer service.
7. The social platform based user service method according to claim 1, wherein the determining that the interruption duration of the first communication between the user and the human customer service is within a preset waiting duration comprises:
recording a first time point corresponding to the first communication interruption between the user and the artificial customer service, and recording a second time point corresponding to the second time when a request message sent by the same user is received;
and determining an interruption time length according to the first time point and the second time point, and confirming that the interruption time length is within a preset waiting time length when the interruption time length is less than or equal to the preset waiting time length.
8. The customer service system is applied to the user service device based on the social platform, and is characterized in that the user service device based on the social platform comprises:
the recording module is used for receiving a request message sent by a user through a social platform which has a binding relationship with the customer service system by the customer service system, determining that the request message is received for the first time, and recording a sending channel of the request message as the social platform; the customer service system comprises intelligent customer service and manual customer service;
the communication module is used for calling the intelligent customer service to communicate with the user, confirming at least one artificial customer service having an association relation with the user according to the identity information of all the artificial customer services corresponding to the issuing channel and the user information of the user when a switching instruction is received, and carrying out first communication with the user through the artificial customer service; the switching instruction is generated by the user through the customer service system or automatically triggered after the intelligent customer service does not feed back the problem of the user within a preset time length;
and the display module is used for enabling the artificial customer service which serves the user in the first communication to carry out the second communication with the user in the recorded sending channel if the interruption time of the first communication between the user and the artificial customer service is determined to be within the preset waiting time after the first communication between the user and the artificial customer service is interrupted, and displaying the conversation content of the artificial customer and the user in the first communication in a communication interface of the second communication when the customer service system determines that the request message sent by the same user is received for the second time.
9. A computer device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the processor implements the social platform based user service method according to any one of claims 1 to 7 when executing the computer program.
10. A computer-readable storage medium storing a computer program, wherein the computer program, when executed by a processor, implements the social platform based user service method of any one of claims 1 to 7.
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