CN112712407A - Method, device, storage medium and equipment for guiding new customers - Google Patents

Method, device, storage medium and equipment for guiding new customers Download PDF

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Publication number
CN112712407A
CN112712407A CN202011563063.XA CN202011563063A CN112712407A CN 112712407 A CN112712407 A CN 112712407A CN 202011563063 A CN202011563063 A CN 202011563063A CN 112712407 A CN112712407 A CN 112712407A
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customer
label
information
preset
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林玉虹
施海昕
张小伟
刘云锋
秦国君
李鲲鹏
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Ickey Shanghai Internet Technology Co ltd
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Ickey Shanghai Internet Technology Co ltd
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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
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0611—Request for offers or quotes
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • 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

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Abstract

The invention relates to a method for guiding new customers, which comprises the steps of receiving price inquiry text information of a customer, and determining a customer label of the customer according to the price inquiry text information, a preset customer base and the information of the customer; and determining a quotation strategy for the client according to the inquiry text information of the client and the client label. The invention determines the client label of the client through the price inquiry text and the client information of the user, and determines the quotation strategy for the client according to the client label of the client, thereby improving the accuracy of quotation for the client, and simultaneously adopting different quotation strategies aiming at different client labels, improving the quality of client service, improving the satisfaction degree of the client, reducing the loss of the client and improving the sales volume. The invention also relates to a device, a storage medium and equipment for the new passenger flow.

Description

Method, device, storage medium and equipment for guiding new customers
Technical Field
The invention relates to the technical field of computers, in particular to a method, a device, a storage medium and equipment for new passenger flow guiding.
Background
At present, a large number of electronic component purchase QQ groups exist in the electronic industry, a large number of sales clues can be obtained through the groups, the operation mode of the existing QQ groups is that customers send purchase information in the groups, and merchants having goods in the groups sell and can communicate and offer prices through privately chatting the customers.
Therefore, the Tencent enterprise QQ provides interface service and customized service for the cooperative partners, and for a large number of business opportunities in the QQ group, some cooperative partners of the enterprise QQ make a service according to the QQ group business opportunity message identification interface and the QQ group private chat interface provided by the enterprise QQ, can automatically acquire the QQ group business opportunity to be pushed to a page and match with the stock uploaded by the merchant, and the merchant can manually quote according to the matching result. However, sometimes this method may result in inaccurate matching results, for example, the sold model stock is not available quickly, but the uploaded stock is not updated in real time, so that the matching results need to be verified again manually, and therefore, the automatic quote is meaningless, and the customer is distrusted by reporting the wrong price. In addition, the same QQ inquiry message of the same customer is quoted several times at the time of automatic quote, thereby causing customer dissatisfaction. At the same time, the old customer is not identified, resulting in the loss of the old customer dissatisfaction caused by the automatic quotation for the old customer.
Disclosure of Invention
The invention aims to solve the technical problem of the prior art and provides a method, a device, a storage medium and equipment for new passenger flow management.
The technical scheme for solving the technical problems is as follows:
a method of directing flow of new guests, said method comprising:
receiving price inquiry text information of a customer, and determining a customer label of the customer according to the price inquiry text information, a preset customer library and the information of the customer;
and determining a quotation strategy for the client according to the inquiry text information of the client and the client label.
The method has the beneficial effects that: the method for guiding the new customers comprises the steps of determining customer labels of customers according to received inquiry text information of the customers, preset customer libraries and information of the customers; and determining a quotation strategy for the client according to the inquiry text information of the client and the client label. The method determines the client label of the client through the price inquiry text and the client information of the user, determines the quotation strategy of the client according to the client label of the client, can improve the accuracy of quotation of the client, adopts different quotation strategies according to different client labels, improves the quality of client service, improves the satisfaction degree of the client, reduces the loss of the client and improves the sales volume.
On the basis of the technical scheme, the invention can be further improved as follows.
Further, the determining a customer label of the customer according to the inquiry text information, a preset customer base and the information of the customer specifically includes:
preprocessing the inquiry text information to obtain key words in the inquiry text information, and generating an inquiry label mode of the client according to the key words;
inquiring a preset label library according to the inquiry label mode of the client to obtain a first label of the client;
inquiring the preset client library according to the information of the client to obtain a second label of the client;
and combining the first label and the second label to obtain a customer label of the customer.
The beneficial effect of adopting the further scheme is that: the customer label of the customer is determined according to the inquiry text information, the preset customer base and the information of the customer, so that the accuracy of determining the customer label is improved, and the quality of service for the customer can be improved.
Further, the preprocessing the query text message to obtain a keyword in the query text message, and generating a query tag formula of the client according to the keyword specifically includes:
performing word segmentation processing on the inquiry text information to obtain a word set corresponding to the inquiry text information;
deleting noise words, isomorphic words and synonyms in the word set to obtain a word list corresponding to the inquiry text information;
taking the key words in the word list as keys, taking preset labels in the preset label library as values, and inquiring the preset label library to obtain preset labels corresponding to the key words in the word list;
and generating a query tag formula of the client according to the relation between the pre-tags.
The beneficial effect of adopting the further scheme is that: the inquiry text information is preprocessed to obtain the keywords in the inquiry text information, and the inquiry label mode of the client is generated according to the keywords, so that the useful content in the inquiry text information of the client can be accurately obtained, and the client label of the client can be accurately obtained.
Further, the querying the preset customer base according to the customer information to obtain the second label of the customer specifically includes:
when the customer information exists in the preset customer base, the second label of the customer is an old customer, and business personnel corresponding to the customer are obtained;
if the client does not have the corresponding service personnel, inquiring the preset client library according to the first label of the client, and determining the service personnel corresponding to the client;
and when the customer information does not exist in the preset customer base, the second label of the customer is a new customer.
Further, the determining a quotation policy for the customer according to the inquiry text information of the customer and the customer label specifically includes:
when the client is an old client, acquiring historical data information of the client;
and determining the quotation information of the product inquired by the client according to the historical data information and the client label of the client.
Further, the determining a quotation policy for the customer according to the inquiry text information of the customer and the customer label specifically includes:
when the customer is a new customer, determining the offer information of the product inquired by the customer and the activity information of the inquired product according to the first label information of the customer.
The beneficial effect of adopting the further scheme is that: according to the method, different quotation strategies are adopted according to whether the client is an old client or a new client, so that the old client and the new client can simultaneously achieve satisfaction, and the loss of the client is reduced.
Another technical solution of the present invention for solving the above technical problems is as follows:
a device for directing flow of new guests, said device comprising:
the system comprises a tag determining module, a tag searching module and a tag matching module, wherein the tag determining module is used for receiving price inquiry text information of a client and determining a client tag of the client according to the price inquiry text information, a preset client library and information of the client;
and the quotation strategy module is used for determining a quotation strategy for the client according to the inquiry text information of the client and the client label.
Further, the tag determining module is specifically configured to pre-process the query text message to obtain a keyword in the query text message, and generate a query tag style of the client according to the keyword;
inquiring a preset label library according to the inquiry label mode of the client to obtain a first label of the client;
inquiring the preset client library according to the information of the client to obtain a second label of the client;
and combining the first label and the second label to obtain a customer label of the customer.
The device has the beneficial effects that: providing a new customer flow guiding device, and determining a customer label of a customer according to received inquiry text information of the customer, a preset customer base and information of the customer; and determining a quotation strategy for the client according to the inquiry text information of the client and the client label. The device determines the client label of the client through the price inquiry text and the client information of the user, determines the quotation strategy of the client according to the client label of the client, can improve the accuracy of quotation of the client, and adopts different quotation strategies according to different client labels, thereby improving the quality of client service, improving the satisfaction degree of the client, reducing the loss of the client and improving the sales volume.
The present application also provides a computer-readable storage medium comprising instructions which, when run on a computer, cause the computer to perform the steps of the method of new customer flow of any of the above-mentioned technical solutions.
Furthermore, the present application also provides a computer device, comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor executes the program to implement the steps of the method of the new guest stream according to any of the above technical solutions.
Advantages of additional aspects of the invention will be set forth in part in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention.
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 embodiments of the present invention or in the description of the prior art will be briefly described below, and it is obvious that the drawings described below 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 creative efforts.
Fig. 1 is a schematic flow chart of a method for new guest flow according to an embodiment of the present invention;
fig. 2 is a block diagram illustrating a method for providing a new guest stream according to another embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be described clearly and completely with reference to the accompanying 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 obtained by a person skilled in the art without any inventive step based on the embodiments of the present invention, shall fall within the scope of protection of the present invention.
As shown in fig. 1, a flow chart of a method for new customer flow management according to an embodiment of the present invention is schematically shown, and the method for new customer flow management includes the following steps:
110. receiving inquiry text information of a customer, and determining a customer label of the customer according to the inquiry text information, a preset customer library and the information of the customer.
It should be understood that after a customer sends price inquiry information about a component in a QQ group, such as "demand IC integrated circuit M30612E4FP is in stock, 100, please ask for quotation" at present, and captures the price inquiry information of the customer, the price inquiry information sent by the customer is stored in a price inquiry text, and at the same time, ID information of the customer, such as a WeChat name or a QQ number of the customer, is obtained, and customer information including a mobile phone number, a WeChat name, a QQ number, a company, a home business, a previous transaction record and corresponding business personnel are stored in a customer base which is previously established. The customer information is obtained by searching the customer micro-signal or QQ number in the customer base, and the customer label is determined according to the customer information and the customer price inquiry product, wherein the customer label can be the label which represents the customer characteristics of the old customer, the new customer or the low price.
120. And determining a quotation strategy for the client according to the inquiry text information of the client and the client label.
It should be understood that the inquiry text information of the client is analyzed to obtain some keywords and the label of the client, and the quotation strategy for the client is determined, namely when the client is found to be an old client and the client has fixed communication business personnel, the business personnel can quote, and the service for the client is improved. When the customer is found to be an old customer but has no business personnel with fixed communication, the customer can be quoted according to the discount rate of the old customer preset in advance, and meanwhile, the activities of components and parts frequently purchased by the customer can be issued together with the quoted price. When the client is a new client, the quotation strategy of the client can be determined according to the text information inquired by the user, and the activity information of the relevant components can be quoted to the client at the same time according to the components inquired by the client. This way also avoids the problem of multiple services offering the customer at the same time.
Further, step 110 includes the following steps:
111. and preprocessing the inquiry text information to obtain key words in the inquiry text information, and generating an inquiry label mode of the client according to the key words.
It should be understood that preprocessing the inquiry text message requires first removing irrelevant words such as "hello", which is the current urgent need for the IC M30612E4FP to be in stock, 100, please ask "hello" in "and so on. As the above query text, the keywords "IC 30612E4 FP", "urgent need", "spot", and "100" in the above text are extracted, and the query tags of the customers are obtained as follows "urgent need" & "IC 30612E4 FP" & "spot" & "100" based on the above keywords.
112. And inquiring a preset label library according to the inquiry label type of the client to obtain a first label of the client.
113. And querying the preset client library according to the information of the client to obtain a second label of the client.
114. And combining the first label and the second label to obtain a customer label of the customer.
Further, step 120 includes the following steps:
121. and performing word segmentation processing on the inquiry text information to obtain a word set corresponding to the inquiry text information.
122. And deleting the noise words, isomorphism words and synonyms in the word set to obtain a word list corresponding to the inquiry text information.
123. Taking the key words in the word list as keys, taking preset labels in the preset label library as values, and inquiring the preset label library to obtain preset labels corresponding to the key words in the word list;
and generating a query tag formula of the client according to the relation between the pre-tags.
Further, step 113 specifically includes:
and when the customer information exists in the preset customer base, the second label of the customer is an old customer, and business personnel corresponding to the customer are obtained.
And if the client does not have the corresponding service personnel, inquiring the preset client library according to the first label of the client, and determining the service personnel corresponding to the client.
And when the customer information does not exist in the preset customer base, the second label of the customer is a new customer.
Further, when the client is an old client, acquiring historical data information of the client;
and determining the quotation information of the product inquired by the client according to the historical data information and the client label of the client.
Further, when the client is a new client, the quotation information of the price inquiry product inquired by the client and the activity information of the price inquiry product are determined according to the first label information of the client.
It should be understood that the query text information is preprocessed, that is, the query text information is subjected to word segmentation processing according to a natural language processing technology to obtain a word set corresponding to the query text information, and noise words in the word set are deleted to obtain keywords in the query text information.
The preset tag library is a database for storing preset tags, and the preset tags can be manually set, that is, corresponding key values are manually marked for the tags according to the existing tags, for example, the tags "old customers" or "new customers" are constructed according to the types of customers, and tags "single chip microcomputer" or "resistor" and the like can be constructed according to components frequently purchased by the customers; in addition, the preset labels can also be automatically generated by comparing the existing labels with a large amount of query text information, for example, a certain text contains a plurality of labels, the subject of the text is used as a key, and the contained labels are used as key values.
After the key words are obtained, labeling processing is performed on the key words, specifically, a preset label library is inquired, the key words are used as keys, and according to the mapping relation between the keys in the preset label library and the key values, the key values corresponding to the keys in the preset label library are obtained and used as client labels.
The preset customer database refers to a preset database for storing customer information, that is, customer behavior data and a user tag generated based on the customer behavior data are stored in the preset customer database, for example: and the preset customer database stores the segment industry information, transaction records and the like of the customers. And the server queries the client database by taking the client tag in the client database as a key to obtain the client tag.
Based on the method for guiding the new customers provided by the embodiment, the customer labels of the customers are determined according to the received inquiry text information of the customers and the inquiry text information, the preset customer base and the information of the customers; and determining a quotation strategy for the client according to the inquiry text information of the client and the client label. The method determines the client label of the client through the price inquiry text and the client information of the user, determines the quotation strategy of the client according to the client label of the client, can improve the accuracy of quotation of the client, adopts different quotation strategies according to different client labels, improves the quality of client service, improves the satisfaction degree of the client, reduces the loss of the client and improves the sales volume.
As shown in fig. 2, a block diagram of a method for creating a new customer flow system according to another embodiment of the present invention, an apparatus for creating a new customer flow system includes:
the system comprises a tag determining module, a tag searching module and a tag matching module, wherein the tag determining module is used for receiving price inquiry text information of a client and determining a client tag of the client according to the price inquiry text information, a preset client library and information of the client;
and the quotation strategy module is used for determining a quotation strategy for the client according to the inquiry text information of the client and the client label.
Further, the tag determining module is specifically configured to pre-process the query text message to obtain a keyword in the query text message, and generate a query tag style of the client according to the keyword;
inquiring a preset label library according to the inquiry label mode of the client to obtain a first label of the client;
inquiring the preset client library according to the information of the client to obtain a second label of the client;
and combining the first label and the second label to obtain a customer label of the customer.
The present application also provides a computer-readable storage medium comprising instructions which, when run on a computer, cause the computer to perform the steps of the method of new customer flow of any of the above-mentioned technical solutions.
Furthermore, the present application also provides a computer device, comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor executes the program to implement the steps of the method of the new guest stream according to any of the above technical solutions.
It should be understood that, for convenience and brevity of description, only the division of the above-mentioned functional units and modules is illustrated, and in practical applications, the above-mentioned functions may be distributed as different functional units and modules as required, that is, the internal structure of the apparatus may be divided into different functional units or modules to complete all or part of the functions described above. Each functional unit and module in the embodiments may be integrated in one processing unit, or each unit may exist alone physically, or two or more units are integrated in one unit, and the integrated unit may be implemented in a form of hardware, or in a form of software functional unit. In addition, specific names of the functional units and modules are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present application. The specific working processes of the units and modules in the system may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and reference may be made to the related descriptions of other embodiments for parts that are not described or illustrated in a certain embodiment.
Those of ordinary skill in the art will appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus/terminal system and method can be implemented in other ways. For example, the above-described embodiments of the apparatus/terminal system are merely illustrative, and for example, the division of the modules or units is only one logical division, and other divisions may be realized in practice, 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.
The 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 solution 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 modules/units, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium.
Based on such understanding, all or part of the flow of the method according to the embodiments of the present invention may also be implemented by a computer program, which may be stored in a computer-readable storage medium, and when the computer program is executed by a processor, the steps of the method embodiments may be implemented. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain other components which may be suitably increased or decreased as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media which may not include electrical carrier signals and telecommunications signals in accordance with legislation and patent practice.
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.
While the invention has been described with reference to specific embodiments, it will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the invention as defined by the appended claims. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.

Claims (10)

1. A method of directing flow of new guests, said method comprising:
receiving price inquiry text information of a customer, and determining a customer label of the customer according to the price inquiry text information, a preset customer library and the information of the customer;
and determining a quotation strategy for the client according to the inquiry text information of the client and the client label.
2. The method for new customer flow guidance according to claim 1, wherein the determining the customer label of the customer according to the query text information, a preset customer base and the customer information specifically comprises:
preprocessing the inquiry text information to obtain key words in the inquiry text information, and generating an inquiry label mode of the client according to the key words;
inquiring a preset label library according to the inquiry label mode of the client to obtain a first label of the client;
inquiring the preset client library according to the information of the client to obtain a second label of the client;
and combining the first label and the second label to obtain a customer label of the customer.
3. The method of new customer flow guide according to claim 2, wherein the preprocessing the query text message to obtain keywords in the query text message, and generating a query label style of the customer according to the keywords specifically comprises:
performing word segmentation processing on the inquiry text information to obtain a word set corresponding to the inquiry text information;
deleting noise words, isomorphic words and synonyms in the word set to obtain a word list corresponding to the inquiry text information;
taking the key words in the word list as keys, taking preset labels in the preset label library as values, and inquiring the preset label library to obtain preset labels corresponding to the key words in the word list;
and generating a query tag formula of the client according to the relation between the pre-tags.
4. The method of new customer flow guide according to claim 3, wherein the querying the preset customer base according to the customer information to obtain the second label of the customer specifically comprises:
when the customer information exists in the preset customer base, the second label of the customer is an old customer, and business personnel corresponding to the customer are obtained;
if the client does not have the corresponding service personnel, inquiring the preset client library according to the first label of the client, and determining the service personnel corresponding to the client;
and when the customer information does not exist in the preset customer base, the second label of the customer is a new customer.
5. The method for directing new customers according to claim 4, wherein the determining a quotation strategy for the customer according to the customer's inquiry text information and the customer label comprises:
when the client is an old client, acquiring historical data information of the client;
and determining the quotation information of the product inquired by the client according to the historical data information and the client label of the client.
6. The method for directing new customers according to claim 4, wherein the determining a quotation strategy for the customer according to the customer's inquiry text information and the customer label comprises:
when the customer is a new customer, determining the offer information of the product inquired by the customer and the activity information of the inquired product according to the first label information of the customer.
7. A device for directing flow of new guests, said device comprising:
the system comprises a tag determining module, a tag searching module and a tag matching module, wherein the tag determining module is used for receiving price inquiry text information of a client and determining a client tag of the client according to the price inquiry text information, a preset client library and information of the client;
and the quotation strategy module is used for determining a quotation strategy for the client according to the inquiry text information of the client and the client label.
8. The apparatus for introducing new fluid according to claim 7, wherein:
the tag determining module is specifically configured to preprocess the inquiry text information to obtain a keyword in the inquiry text information, and generate a tag query style of the client according to the keyword;
inquiring a preset label library according to the inquiry label mode of the client to obtain a first label of the client;
inquiring the preset client library according to the information of the client to obtain a second label of the client;
and combining the first label and the second label to obtain a customer label of the customer.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor, when executing the computer program, causes the computer to perform a method of new guest stream according to any one of claims 1 to 6.
10. A storage medium having stored therein instructions which, when read by a computer, cause the computer to perform a method of creating a new guest stream according to any one of claims 1 to 6.
CN202011563063.XA 2020-12-25 2020-12-25 Method, device, storage medium and equipment for guiding new customers Pending CN112712407A (en)

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