CN114979723A - Virtual intelligent customer service method, device, electronic device and storage medium - Google Patents
Virtual intelligent customer service method, device, electronic device and storage medium Download PDFInfo
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- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/254—Management at additional data server, e.g. shopping server, rights management server
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- 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
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- G06Q30/01—Customer relationship services
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- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
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Abstract
The application relates to a virtual intelligent customer service method, a virtual intelligent customer service device, an electronic device and a storage medium, wherein the method comprises the following steps: acquiring the consultation information by using the screen equipment, and transmitting the consultation information to the cloud server; receiving a customer service video in the first client matched with the consultation information from the cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel; through the method and the device, the problems that in the related art, the screen equipment cannot be provided in time to be directly connected with the customer service center, and the intellectualization degree of the customer service is low are solved, the intelligent customer service can be realized by automatically and intelligently matching the first client based on the consultation information, and the intellectualization degree is improved.
Description
Technical Field
The present application relates to the field of intelligent customer service technologies, and in particular, to a virtual intelligent customer service method, apparatus, electronic apparatus, and storage medium.
Background
Customer service can help the user to solve the problem fast conveniently, and the customer service scheme that traditional screen equipment provided does: and a customer service option is arranged on the screen equipment, a customer service telephone of a customer service center is arranged under the customer service option, and a user can dial the corresponding customer service telephone to provide customer service. The scheme has the defects that only the telephone of the client is provided, the screen equipment cannot be provided with the customer service directly connected with the customer service center in time, and the intellectualization degree of the customer service is low.
Aiming at the problems that the screen equipment cannot be provided with the customer service directly connected with the customer service center in time and the degree of intellectualization of the customer service is low in the related technology, an effective solution is not provided at present.
Disclosure of Invention
The embodiment provides a virtual intelligent customer service method, a virtual intelligent customer service device, an electronic device and a storage medium, so as to solve the problems that the customer service of a screen device directly connected with a customer service center cannot be provided in time and the intellectualization degree of the customer service is low in the related art.
In a first aspect, in this embodiment, a virtual intelligent customer service method is provided, which is suitable for a screen device of a merchant, and includes:
acquiring consultation information through the screen equipment, and transmitting the consultation information to a cloud server;
receiving a customer service video in a first client matched with the consultation information from the cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
In some of these embodiments, the method further comprises:
marking each client according to the service label and the weight in the preset service tree.
In some of these embodiments, the method further comprises:
in a cloud service end, receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining the matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
In some of these embodiments, the method further comprises:
in the cloud service end, receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining the matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
In some of these embodiments, the method further comprises:
monitoring the consultation information in real time in the process of providing the video customer service, and judging whether the consultation information relates to a second client;
and if the consultation information relates to a second client, pushing the customer service video in the second client matched with the consultation information to the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
In some of these embodiments, the method further comprises:
and in the first client or the second client, when the video customer service is started, a customer service video is generated in real time, and the virtual image of a customer service person in the picture of the customer service video is driven by using a built-in camera device.
In some of these embodiments, the method further comprises:
and acquiring evaluation information of the client, and updating the weight of each client based on the evaluation information.
In a second aspect, the present embodiment provides a virtual intelligent customer service device, including a screen device; the screen device comprises an acquisition module and a service module;
the acquisition module is used for acquiring the consultation information by using the screen equipment and transmitting the consultation information to the cloud server;
the service module is used for receiving a customer service video matched with the consultation information from the cloud server in the first client so as to provide a video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
In a third aspect, in this embodiment, there is provided an electronic apparatus, including a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor executes the computer program to implement the virtual intelligent customer service method according to the first aspect.
In a fourth aspect, in the present embodiment, a storage medium is provided, on which a computer program is stored, and the program, when executed by a processor, implements the virtual intelligent customer service method according to the first aspect.
Compared with the related art, the virtual intelligent customer service method, the virtual intelligent customer service device, the electronic device and the storage medium provided by the embodiment utilize the screen equipment to obtain the consultation information, and transmit the consultation information to the cloud server; receiving a customer service video in the first client matched with the consultation information from the cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel; the method and the system solve the problems that the screen equipment cannot be provided with the customer service directly connected with the customer service center in time and the degree of intellectualization of the customer service is low in the related art, can automatically and intelligently match the first client based on the consultation information, realize the intelligent customer service and improve the intellectualization degree.
The details of one or more embodiments of the application are set forth in the accompanying drawings and the description below to provide a more thorough understanding of the application.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:
FIG. 1 is a flowchart of a virtual intelligent customer service method provided in an embodiment of the present application;
FIG. 2 is a flow chart of a virtual intelligence customer service method provided in another embodiment of the present application;
fig. 3 is a block diagram of a virtual intelligent customer service device according to an embodiment of the present application;
fig. 4 is a block diagram illustrating a virtual intelligent customer service platform according to an embodiment of the present application.
In the figure: 101. an acquisition module; 102. a service module; 41. a screen device; 42. a cloud server; 43. and (4) a client side.
Detailed Description
For a clearer understanding of the objects, aspects and advantages of the present application, reference is made to the following description and accompanying drawings.
Unless defined otherwise, technical or scientific terms used herein shall have the same general meaning as commonly understood by one of ordinary skill in the art to which this application belongs. The use of the terms "a" and "an" and "the" and similar referents in the context of this application do not denote a limitation of quantity, either in the singular or the plural. The terms "comprises," "comprising," "has," "having," and any variations thereof, as referred to in this application, are intended to cover non-exclusive inclusions; for example, a process, method, and system, article, or apparatus that comprises a list of steps or modules (elements) is not limited to the listed steps or modules, but may include other steps or modules (elements) not listed or inherent to such process, method, article, or apparatus. Reference throughout this application to "connected," "coupled," and the like is not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect. Reference to "a plurality" in this application means two or more. "and/or" describes the association relationship of the associated object, indicating that there may be three relationships, for example, "a and/or B" may indicate: a exists alone, A and B exist simultaneously, and B exists alone. In general, the character "/" indicates a relationship in which the objects associated before and after are an "or". Reference in the present application to the terms "first," "second," "third," etc., merely distinguish between similar objects and do not denote a particular order or importance to the objects.
Fig. 1 is a flowchart of the virtual intelligent customer service method in this embodiment, and as shown in fig. 1, the flowchart includes the following steps:
step S101, acquiring consultation information by using screen equipment, and transmitting the consultation information to a cloud server;
step S102, receiving a customer service video in a first client matched with the consultation information from the cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
It should be noted that a customer service center and screen equipment are arranged in the shopping center; the customer service center is generally provided with customer service personnel; the user of the shopping center only needs to input the consultation information through the screen device, and the customer service center can provide corresponding customer service without specially searching to the customer service center. The screen device can be arranged beside an elevator, at an entrance, at an exit and the like of the shopping center, and the like, which are convenient for users to use, and the users can input the consultation information through a human-computer interaction interface of the screen device, wherein the consultation information can be text information or voice information. Wherein, the screen device refers to a device with a screen; including but not limited to a guide device, an advertising delivery guide device, etc.
In the screen equipment, acquiring the consultation information and transmitting the consultation information to the cloud server; and receiving the customer service video matched with the consultation information in the first client from the cloud server to provide video customer service. Wherein the first client: may be a mobile terminal, a fixed terminal, or a portable terminal such as a mobile handset, station, unit, device, multimedia computer, multimedia tablet, internet node, communicator, desktop computer, laptop computer, notebook computer, netbook computer, tablet computer, Personal Communication System (PCS) device, personal navigation device, Personal Digital Assistant (PDA), audio/video player, digital camera/camcorder, positioning device, television receiver, radio broadcast receiver, electronic book device, game device, or any combination thereof, including accessories and peripherals of these devices, or any combination thereof. Such as: the first client is a tablet computer, each tablet computer is allocated to a special customer service, and then the appropriate tablet computer can be matched according to the consultation information, so that the corresponding customer service provides real-time video customer service through the video communication between the tablet computer and the screen device. And the virtual image of the customer service staff is arranged in the picture of the video customer service, so that the convenience and experience of the user for solving the demand can be greatly improved, and the operation and management cost of the customer service staff cultivated in the shopping center can be reduced. The implementation of other first clients is not necessarily set forth herein.
Through the steps, the first client can be automatically and intelligently matched based on the consultation information, so that intelligent customer service is realized, and the intelligent degree is improved; the convenience and experience of users for solving the needs are greatly improved, and the operation and management cost of customer service staff cultivated in a shopping center can be reduced; therefore, the problems that the screen equipment cannot be provided in time to be directly connected with the customer service of the customer service center and the intellectualization degree of the customer service is low in the related technology are solved.
In some embodiments, the virtual smart customer service method further comprises the steps of:
marking each client according to the service label and the weight in the preset service tree.
Specifically, the service tree is preset according to the service classes for which different customer service staff are responsible. Such as: the first client A corresponds to a customer service A; the label corresponding to the customer service A is provided with a membership card; the weight is 1. The first client B corresponds to the customer service B; the label corresponding to the customer service B is provided with recharging, member preferential and card supplementing; the weight is 1. The first client C corresponds to the customer service C; the label corresponding to the customer service C is provided with card supplementing and binding changing; the weight is 1. Wherein, the membership card, the recharge, the membership privilege and the supplement card are all father nodes; and changing the binding into a child node of the complementary card. Each first client is initially weighted by 1. And when the weights can be updated in the subsequent service process and the client is matched later, matching is carried out based on the updated weights. The specific process of updating the weight may be: and acquiring evaluation information of the clients, and updating the weight of each client based on the evaluation information. Such as: poor scores will result in lower weights and good scores will result in higher weights.
The consultation information has various forms, and can be in voice or text. For different forms, different technical means need to be adopted in the cloud service end.
In some embodiments, the virtual intelligent customer service method further includes the following steps for the consultation information in a text form:
in the cloud service terminal, receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
In some embodiments, the virtual intelligent customer service method further comprises the following steps for the consultation information in a voice form:
in the cloud service terminal, receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
Specifically, if the consulting information is in a voice form, the consulting information needs to be converted first, the voice is converted into characters, and then the word2tovec technology is used for classifying the consulting information to obtain the service information. Wherein, the conversion of the voice into the text can be realized by calling software. The service information can be attributed to different service tags, and then the corresponding service tag can be matched by comparing the service information with the service tag in the service tree, and then the matched first client is determined according to the weight of the matched service tag. Such as: the consultation information is: how to supplement the characters of the card; the service information is as follows: supplementing cards; the matched service label is: supplementing cards; the matched first client is a first client B, the weight of the first client B is 1, the weight of the first client C is 0.9; at this time, the corresponding first client is preferably found according to the matching order and the weight magnitude. In the present embodiment, the weight is preferably high; in case the conditions are all the same, the first client is randomly selected. At this point, the first client B is selected as the matching first client. And starting the video client service in the first client B, and pushing the client service video of the first client B to the screen device. In other embodiments, the above steps may also be implemented in a screen device.
In some embodiments, as shown in fig. 2, the virtual smart customer service method further includes the following steps:
step S201, in the process of providing the video customer service, monitoring the consultation information in real time and judging whether the consultation information relates to a second client;
step S202, if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information to the screen device, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen device unchanged.
Specifically, the consultation information in the process of the video customer service can be monitored in real time in the cloud service end or the screen device, and whether the consultation information relates to the second client side or not is judged. Wherein the second client is the same as the first client, except that the time phase of the matching is different. The first client is determined by the first matching of the consultation information; the second client is determined for the second match; the second client can be considered as the client left by excluding the first client in the customer service process. The process of judging whether the consultation information relates to the second client side can be that the consultation information is converted and classified in real time to obtain service information, and the corresponding service label is matched based on the service information; and determining the matched second client according to the weight of the matched service label. And if the second client is matched, the consultation information is considered to relate to the second client, the customer service video in the second client matched with the consultation information is pushed to the screen equipment, and the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment is kept unchanged. The customer service video in the second client matched with the consultation information is pushed to the screen device, and the customer service video in the first client can be replaced by the customer service video in the second client, so that the customer service personnel switching is completed without induction relative to a user, and the automatic classification of the consultation information and the awakening of the corresponding customer service are realized to provide customer service. In one embodiment, the numbers of the clients can be numbered, each number corresponds to a customer service person, and when the number is matched with the consulting information of the client, the number of the client can be matched and determined, and the customer service video of the client can be finally determined.
In other embodiments, the customer service video in the first client and the customer service video in the second client may also be merged into a third customer service video, and the third customer service video provides customer service; and the virtual image of the customer service personnel in the third customer service video picture is the same as the virtual image of the customer service personnel in the first customer service video picture; therefore, more comprehensive and three-dimensional customer service can be provided to solve the problem of complexity.
In some of these embodiments, the virtual intelligent customer service method further comprises the steps of:
and in the first client or the second client, when the video customer service is started, a customer service video is generated in real time, and the virtual image of a customer service person in the picture of the customer service video is driven by using a built-in camera device.
Specifically, each client has an image pickup device built therein. The camera means includes, but is not limited to, a camera, a microphone, a speaker, and the like. The cloud service end sends an opening request to the corresponding client when the client is matched, generates a customer service calling interface on the client, informs corresponding customer service personnel to answer, and opens video customer service after the customer service personnel answer the calling interface; and generating a customer service video in real time, and driving the virtual image of a customer service person in the picture of the customer service video by using a built-in camera device. Meanwhile, the cloud server side informs the guiding device that a corresponding client side responds. The client pushes the flow through the RTC technology, meanwhile, the screen equipment pulls the flow, and the customer service video with the driving virtual image is pushed to the screen equipment, so that the customer service process is formed and the user is remotely served through the virtual image.
The virtual image driven by the camera device of the client comprises a facial expression, a gesture and a limb action and the like. The avatar driven by the camera of the client can be realized by calling the avatar algorithm through the SDK.
It should be noted that the steps illustrated in the above-described flow diagrams or in the flow diagrams of the figures may be performed in a computer system, such as a set of computer-executable instructions, and that, although a logical order is illustrated in the flow diagrams, in some cases, the steps illustrated or described may be performed in an order different than here.
In this embodiment, a virtual intelligent customer service device is further provided, and the device is used to implement the foregoing embodiments and preferred embodiments, and the description of the device that has been already made is omitted. The terms "module," "unit," "subunit," and the like as used below may implement a combination of software and/or hardware for a predetermined function. Although the means described in the embodiments below are preferably implemented in software, an implementation in hardware, or a combination of software and hardware is also possible and contemplated.
Fig. 3 is a block diagram of a virtual intelligent customer service device according to this embodiment, and as shown in fig. 3, the device includes a screen device, which includes an obtaining module 101 and a service module 102;
the acquisition module 101 is configured to acquire the advisory information by using the screen device and transmit the advisory information to the cloud server;
the service module 102 is used for receiving a customer service video in the first client matched with the consultation information from the cloud server so as to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
By the aid of the device, the problems that in the related art, the screen equipment cannot be provided in time to be directly connected with the customer service of the customer service center, and the intelligent degree of the customer service is low are solved, intelligent customer service can be achieved by automatically and intelligently matching the first client based on the consultation information, and the intelligent degree is improved.
In some of these embodiments, the apparatus further comprises a marking module;
and the marking module is used for marking each client according to the service label and the weight in the preset service tree.
In some embodiments, the apparatus further comprises a cloud server;
the cloud server is used for receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
Or, the service information is used for receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching the corresponding service label based on the service information;
determining a matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
In some embodiments, the cloud service end of the device is further configured to monitor the advisory information in real time during the process of providing the video customer service, and determine whether the advisory information relates to the second client;
and if the consultation information relates to the second client, pushing the customer service video in the second client matched with the consultation information into the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
In some embodiments, the apparatus further comprises a client:
and the client is used for generating the customer service video in real time when the video customer service is started, and driving the virtual image of the customer service personnel in the picture of the customer service video by using the built-in camera device.
In some embodiments, the apparatus further comprises an update module:
and the updating module is used for acquiring the evaluation information of the clients and updating the weight of each client based on the evaluation information.
The method embodiment provided in the present embodiment may be executed in a virtual intelligent customer service platform. Fig. 4 is a block diagram of the virtual intelligent customer service platform according to the embodiment. As shown in fig. 4, for example: the virtual intelligent customer service platform comprises a screen device 41 arranged in a shopping center, a cloud server 42 and a client 43. It will be understood by those skilled in the art that the structure shown in fig. 4 is only an illustration, and does not limit the structure of the virtual intelligent customer service platform. For example, the virtual smart customer service platform may also include more or fewer components than shown in FIG. 4, or have a different configuration than that shown in FIG. 4.
The screen device 41 is provided with a human-computer interaction interface, connected with the cloud server, and configured to execute, for example, acquiring the consultation information by using the screen device 41, and transmit the consultation information to the cloud server; receiving a customer service video in the first client matched with the consultation information from the cloud server to provide video customer service; and a step of providing the picture of the customer service video with the virtual image of the customer service personnel. In particular, the screen device 41 may be provided with one or more processors and a memory for storing data, wherein the processors may include, but are not limited to, a processing means such as a microprocessor MCU or a programmable logic device FPGA. The screen device 41 described above may also include a transmission device for a communication function and an input-output device.
The memory can be used for storing computer programs, for example, software programs and modules of application software, such as a computer program corresponding to the virtual intelligent customer service method in the embodiment, and the processor executes various functional applications and data processing by running the computer programs stored in the memory, that is, implementing the method described above. The memory may include high speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, the memory may further include memory located remotely from the processor, and these remote memories may be connected to the terminal through a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
The transmission device is used to receive or transmit data via a network. The network described above includes a wireless network provided by a communication provider of the terminal. In one example, the transmission device includes a Network adapter (NIC) that can be connected to other Network devices through a base station to communicate with the internet. In one example, the transmission device may be a Radio Frequency (RF) module, which is used for communicating with the internet in a wireless manner.
The cloud service end 42 is connected with each client 43, and is used for executing the consultation information of the receiving screen device 41, classifying the consultation information to obtain the service information, and matching the corresponding service label based on the service information; determining a matched first client according to the weight of the matched service label; pushing the customer service video of the first client starting the video customer service to the screen device 41.
The client 43 is a terminal used by a customer service person, and is configured to generate a customer service video in real time and drive an avatar of the customer service person in a picture of the customer service video by using a built-in camera.
The cloud server 42 and the client 43 may also be provided with a processor and a memory, which are not described herein.
The above modules may be functional modules or program modules, and may be implemented by software or hardware. For a module implemented by hardware, the above modules may be located in the same processor; or the modules can be respectively positioned in different processors in any combination.
There is also provided in this embodiment an electronic device comprising a memory having a computer program stored therein and a processor arranged to run the computer program to perform the steps of any of the above method embodiments.
Optionally, the electronic apparatus may further include a transmission device and an input/output device, wherein the transmission device is connected to the processor, and the input/output device is connected to the processor.
Optionally, in this embodiment, the processor may be configured to execute the following steps by a computer program:
s1, acquiring the consultation information by using the screen equipment, and transmitting the consultation information to the cloud server;
s2, receiving a customer service video in the first client matched with the consultation information from the cloud server to provide a video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
It should be noted that, for specific examples in this embodiment, reference may be made to the examples described in the foregoing embodiments and optional implementations, and details are not described again in this embodiment.
In addition, in combination with the virtual intelligent customer service method provided in the foregoing embodiment, a storage medium may also be provided in this embodiment to implement the method. The storage medium having stored thereon a computer program; the computer program, when executed by a processor, implements any of the virtual intelligent customer service methods of the above embodiments.
It should be understood that the specific embodiments described herein are merely illustrative of this application and are not intended to be limiting. All other embodiments, which can be derived by a person skilled in the art from the examples provided herein without any inventive step, shall fall within the scope of protection of the present application.
It is obvious that the drawings are only examples or embodiments of the present application, and it is obvious to those skilled in the art that the present application can be applied to other similar cases according to the drawings without creative efforts. Moreover, it should be appreciated that such a development effort might be complex and lengthy, but would nevertheless be a routine undertaking of design, fabrication, and manufacture for those of ordinary skill having the benefit of this disclosure, and is not intended to limit the present disclosure to the particular forms disclosed herein.
The term "embodiment" is used herein to mean that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the present application. The appearances of such phrases in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is to be expressly or implicitly understood by one of ordinary skill in the art that the embodiments described in this application may be combined with other embodiments without conflict.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the patent protection. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present application shall be subject to the appended claims.
Claims (10)
1. A virtual intelligent customer service method is characterized in that the method is suitable for screen equipment of a merchant, and comprises the following steps:
acquiring consultation information through the screen equipment, and transmitting the consultation information to a cloud server;
receiving a customer service video in a first client matched with the consultation information from the cloud server to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
2. The virtual intelligence customer service method of claim 1, wherein the method further comprises:
marking each client according to the service label and the weight in the preset service tree.
3. The virtual intelligence customer service method of claim 1, wherein the method further comprises:
in the cloud service end, receiving the consultation information of the screen equipment, classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining the matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen equipment.
4. The virtual intelligence customer service method of claim 1, wherein the method further comprises:
in the cloud service end, receiving the consultation information of the screen equipment, converting and classifying the consultation information to obtain service information, and matching a corresponding service label based on the service information;
determining the matched first client according to the weight of the matched service label;
and pushing the customer service video of the first client for starting the video customer service to the screen device.
5. The virtual intelligent customer service method according to claim 3 or 4, wherein the method further comprises:
monitoring the consultation information in real time in the process of providing the video customer service, and judging whether the consultation information relates to a second client;
and if the consultation information relates to a second client, pushing the customer service video in the second client matched with the consultation information to the screen equipment, and keeping the virtual image of the customer service personnel in the picture of the customer service video in the screen equipment unchanged.
6. The virtual intelligence customer service method of claim 5, wherein the method further comprises:
and in the first client or the second client, when the video customer service is started, a customer service video is generated in real time, and the virtual image of a customer service person in the picture of the customer service video is driven by using a built-in camera device.
7. The virtual smart customer service method of claim 5, wherein the method further comprises:
and acquiring evaluation information of the client, and updating the weight of each client based on the evaluation information.
8. A virtual intelligent customer service device is characterized by comprising screen equipment; the screen device comprises an acquisition module and a service module;
the acquisition module is used for acquiring the consultation information by using the screen equipment and transmitting the consultation information to the cloud server;
the service module is used for receiving a customer service video in the first client matched with the consultation information from the cloud server so as to provide video customer service; the picture of the customer service video has the virtual image of the customer service personnel.
9. An electronic device comprising a memory and a processor, wherein the memory has stored therein a computer program, and the processor is configured to execute the computer program to perform the steps of the virtual intelligent customer service method according to any one of claims 1 to 7.
10. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the virtual intelligent customer service method according to any one of claims 1 to 7.
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| CN117041633A (en) | 2023-11-10 |
| CN114979723B (en) | 2023-08-29 |
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