CN115934912A

CN115934912A - Intelligent customer service access method and device, intelligent terminal and storage medium

Info

Publication number: CN115934912A
Application number: CN202211644048.7A
Authority: CN
Inventors: 陈俊福
Original assignee: Ping An Bank Co Ltd
Current assignee: Ping An Bank Co Ltd
Priority date: 2022-12-20
Filing date: 2022-12-20
Publication date: 2023-04-07

Abstract

The embodiment of the application discloses an intelligent customer service access method, an intelligent customer service access device, an intelligent terminal and a storage medium, wherein the method comprises the steps of obtaining a conversation intention of a bank client to access a robot customer service, determining a target service category which the bank client wants to consult and handle, obtaining a service attribute analysis report of the bank client, obtaining a weight value, a basic score and an attention element of the target service category from the conversation intention, calculating a first score value based on the weight value and the basic score value, obtaining conversation states and conversation contents of the bank client and the robot customer service in real time and analyzing the conversation states and the conversation contents, obtaining key information based on an analysis result, matching the key information and the attention element, calculating a second score value based on a matching result, taking the sum of the first score value and the second score value as a total score value, and determining whether to switch over the artificial customer service based on a comparison result of the total score value and a preset threshold value. By the mode, whether the consultation service needs to be transferred to the manual customer service or not is accurately identified, analyzed and decided.

Description

Intelligent customer service access method and device, intelligent terminal and storage medium

Technical Field

The application relates to the technical field of computer application, in particular to a customer service intelligent access method and device, an intelligent terminal and a storage medium.

Background

With the development of the financial field and the improvement of service requirements of people, the banking industry in the financial field sets a service mode of accessing customer service for better serving the public, that is, a bank client can access the customer service of a bank through a bank hotline telephone to perform consultation or transact business and the like.

The bank service comprises a robot service and a manual service, and in the prior art, a bank hotline telephone is generally provided with a manual switching key, and after the hotline is accessed, the manual service can be directly accessed through the manual switching key. The existing service mode for accessing the customer service does not comprehensively analyze and decide whether the manual service is needed or not according to the attributes, the historical behavior information, the current consultation intention service and the like of the client, so that the customer service efficiency is reduced, and the working pressure of the manual customer service is improved.

Disclosure of Invention

The embodiment of the application provides a method and a device for intelligent access of customer service, an intelligent terminal and a storage medium, which are used for solving the problems in the background art.

In a first aspect, an embodiment of the present application provides a method for intelligent access to customer services, where the method includes:

acquiring a conversation intention of a bank client accessing to a robot service, and determining a target business category which the bank client wants to consult and transact based on the conversation intention;

acquiring a business attribute analysis report of the bank client, wherein the business attribute analysis report is obtained by analyzing business operation behaviors of the bank client in a historical time period in advance;

acquiring a weight value, a basic score and an attention element of the target service category based on the service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score;

acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on an analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on a matching result;

and taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on a comparison result of the total score value and a preset threshold value.

In some embodiments, the obtaining a service attribute analysis report of the bank customer, where the service attribute analysis report is a report obtained by analyzing in advance according to a service operation behavior of the bank customer in a historical time period, includes:

acquiring business operation behaviors of the bank client in a historical time period, and dividing the business operation behaviors into corresponding business categories;

and analyzing the business operation behavior of each business category, and acquiring the attention element corresponding to each business category based on the analysis result.

In some embodiments, after the analyzing the business operation behavior of each business category and obtaining the attention element corresponding to each business category based on the analysis result, the method further includes:

setting a management label of each concerned element and the corresponding business class;

and setting a weight value for each concerned element according to the operation times of the business operation behaviors, and recording the weight value into a corresponding management label.

In some embodiments, the value of the product of the base and the weight values is the first score value.

In some embodiments, the preset threshold includes a first preset threshold and a second preset threshold, the first preset threshold is a value of a product of a first scaling factor and the total score value, the second preset threshold is a value of a product of a second scaling factor and the total score value, and the first scaling factor is greater than the second scaling factor.

In some embodiments, the determining whether to transfer the artificial customer service based on a comparison result between the total score value and a preset threshold value by using the sum of the first score value and the second score value as a total score value comprises:

if the total score value is larger than the first preset threshold value, switching to artificial customer service, and forwarding the element description table of the bank customer and the robot customer service to a target artificial customer service of an access session;

if the total score value is smaller than the first preset threshold value and the total score value is larger than the second preset threshold value, the bank customer selects whether to transfer the manual customer service or not;

and if the total score value is smaller than the second preset threshold value, the robot customer service continuously serves the bank customer without switching to the manual customer service.

In some embodiments, the specific implementation manner of the element description table generation is as follows:

determining key information matched with the concerned elements as target key information;

acquiring historical session information associated with the target key information based on the target key information, wherein the historical session information comprises historical session content, historical session time and client state information;

and generating an element description table based on the target key information, the concerned element, the historical conversation information and a preset table generation mode.

In a second aspect, an embodiment of the present application further provides a customer service intelligent access device, where the device includes:

the system comprises a first acquisition unit, a second acquisition unit and a third acquisition unit, wherein the first acquisition unit is used for acquiring a conversation intention of a bank client accessing to a robot service and determining a target service class which the bank client wants to consult and transact based on the conversation intention;

the second acquisition unit is used for acquiring a service attribute analysis report of the bank client, wherein the service attribute analysis report is obtained by analyzing the service operation behavior of the bank client in a historical time period in advance;

the first calculating unit is used for acquiring a weight value, a basic score and an attention element of the target service category based on the service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score;

the second calculation unit is used for acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned element, and calculating a second score value based on the matching result;

and the determining unit is used for taking the sum of the first score value and the second score value as a total score value and determining whether to transfer the manual customer service or not based on the comparison result of the total score value and a preset threshold value.

In a third aspect, an embodiment of the present application further provides an intelligent terminal, which includes a memory and a processor, where the memory is used to store instructions and data, and the processor is used to execute the above intelligent customer service access method.

In a fourth aspect, an embodiment of the present application further provides a storage medium, where multiple instructions are stored in the storage medium, and the instructions are adapted to be loaded by a processor to execute the customer service intelligent access method described above.

The intelligent customer service access method in the embodiment of the application comprises the steps of obtaining a conversation intention of a bank client for accessing a robot customer service, and determining a target business category which the bank client wants to consult and transact based on the conversation intention; acquiring a business attribute analysis report of a bank client, wherein the business attribute analysis report is obtained by analyzing business operation behaviors of the bank client in a historical time period in advance; acquiring a weight value, a basic score and an attention element of a target service class based on a service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score; acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on the matching result; and taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the artificial customer service or not based on a comparison result of the total score value and a preset threshold value. In the embodiment of the application, through analysis and calculation of multiple aspects of information, whether the current consultation service of the client is served by a robot or a human intervention service is accurately identified, analyzed and decided.

Drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.

Fig. 1 is a flowchart of an intelligent customer service access method according to an embodiment of the present application.

Fig. 2 is a schematic structural diagram of an intelligent customer service access device according to an embodiment of the present application.

Fig. 3 is a schematic structural diagram of an intelligent terminal according to an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be described clearly and completely with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only some embodiments of the present application, and not all embodiments. 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 application.

In the description of the embodiments of the present application, it should be understood that the terms "first", "second", and the like are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or to implicitly indicate the number of technical features indicated. Thus, features defined as "first" and "second" may explicitly or implicitly include one or more of the described features. In the description of the embodiments of the present application, "a plurality" means two or more unless specifically defined otherwise.

The following description is presented to enable any person skilled in the art to make and use the application. In the following description, details are set forth for the purpose of explanation. It will be apparent to one of ordinary skill in the art that the present application may be practiced without these specific details. In other instances, well-known processes have not been described in detail so as not to obscure the description of the embodiments of the present application with unnecessary detail. Thus, the present application is not intended to be limited to the embodiments shown, but is to be accorded the widest scope consistent with the principles and features disclosed in the embodiments herein.

The embodiments of the present application provide a method and an apparatus for intelligent access to customer service, an intelligent terminal, and a storage medium, which will be described in detail below.

Referring to fig. 1, fig. 1 is a flowchart of an intelligent customer service access method according to an embodiment of the present application, including the following contents:

101. the method comprises the steps of obtaining conversation intention of a bank client for accessing to a robot service, and determining a target business category which the bank client wants to consult and transact based on the conversation intention.

In the embodiment of the application, the mode of accessing the robot customer service by the bank customer comprises telephone access, text conversation box access or video access and the like.

Taking the telephone access as an example, it can be considered that after a bank client dials in a customer service telephone of a bank, the robot customer service is accessed first, in the conversation process between the bank client and the robot customer service, comprehensive analysis is performed to determine whether the robot customer service needs to be switched to the manual customer service, if so, the robot customer service is switched to the manual customer service, and the manual customer service continues to serve the bank client.

Correspondingly, after the bank client accesses the robot customer service, the contents such as sentences or characters indicating intentions can be input in a voice or text mode, and the robot customer service can automatically identify the input contents so as to determine the conversation intention of the bank client accessing the conversation.

Through the conversation intention, the target business category which the bank client wants to consult and transact can be determined. The target business category is one of a plurality of business categories set by banks, and the business category set by the banks can comprise a financing business category, a credit card business category, a loan business category, an activity business category, an account business category, a transaction business category, a product business category and the like.

102. And acquiring a service attribute analysis report of the bank client, wherein the service attribute analysis report is obtained by analyzing the service operation behavior of the bank client in a historical time period in advance.

The business operations of the bank customers in the historical time period can comprise purchasing, transferring accounts, evaluating content, transaction success, transaction failure, participating in activities, marketing records and the like. And analyzing and classifying the business operation behaviors according to the business categories, and acquiring the business categories related to the business operation behaviors of the bank customers in historical time periods and the concerned factors of each business category.

The elements of interest regarding the business category, for example, the financing business category may include transaction records, which may include purchase records, redemption records, and cancellation records, product attributes, which may include product rates and product risks, product attributes, agreement endorsements, asset rations, valuation records, and complaints.

The interest elements related to the business category, for example, the interest elements of the credit card business category can include application transaction, credit line adjustment, credit card status inquiry processing, staging, payment, complaint evaluation and browsing operation records.

The interest elements on the business category, for example, the interest elements of the loan business category may include customer funding, product attributes, the degree of match of the customer with the consultant product, promotion records and reviews, where the product attributes may include loan interest and loan product risk.

The above mentioned interested elements of the business category are only a few examples of the embodiments of the present application, and it should be understood that all the business categories related by the bank customer in the historical time period should have interested elements matching with the corresponding business operation behaviors, and will not be described in detail herein.

Optionally, after analyzing the concerned elements of each corresponding service category according to the service operation behavior of the bank customer in the historical time period, the service attribute analysis report is generated according to the preset report generation rule. Then, the service attribute analysis report records the concerned elements contained by the bank client corresponding to each service category in the historical time period.

Besides the business operation behavior of the bank client in the historical time period, historical conversation information of the bank client and the robot service of the bank in the historical time period and the service operation behavior of the robot service in the service stage are also obtained. And acquiring service elements of the robot customer service of the bank in the historical time period through the analysis of the service operation behaviors and the service operation behaviors of the historical conversation information, wherein the service elements can comprise no recognition intention, unresolved judgment, sensitive words, emotional words and the like.

Optionally, after analyzing the attention element of each corresponding business category and the service element of the robot customer service by the business operation behavior of the bank customer in the historical time period, the business attribute analysis report is generated comprehensively according to the preset report generation rule. Then, the service attribute analysis report records the concerned elements and the corresponding service elements contained by the bank client corresponding to each service category in the historical time period.

In some embodiments, this step comprises: the method comprises the steps of obtaining business operation behaviors of a bank client in a historical time period, dividing the business operation behaviors into corresponding business categories, analyzing the business operation behaviors of each business category, and obtaining attention elements corresponding to each business category based on an analysis result.

For example, a bank has set a report template according to a preset file format and all the service classes contained in the report template, and each service class and its corresponding element record bit are set in the report template. After the business operation behaviors of the bank client in the historical time period are obtained, the business operation behaviors are classified according to business categories, the business operation behaviors contained in each business category are analyzed, the concerned elements of each business category are obtained, and the concerned elements are recorded in the record bits of the corresponding business category in the report template.

In some embodiments, after analyzing the business operation behavior of each business category and obtaining the attention element corresponding to each business category based on the analysis result, the method further includes: setting a management label of each concerned element and a corresponding service type, setting a weight value for each concerned element according to the operation times of the service operation behavior, and recording the weight value into the corresponding management label.

Optionally, the more the number of operations corresponding to the attention element is, the larger the weight value is, and conversely, the fewer the number of operations corresponding to the attention element is, the smaller the weight value is. In addition to the setting manner of the weight value, the setting manner may be a manner of setting the priority level higher or lower.

In the embodiment of the application, in addition to setting a weighted value for each concerned element, a weighted value is also set for each service category, and a basic score of each service category and a basic score of each concerned element are also set based on the weighted value and a preset basic score setting rule, so that related information in a conversation process is analyzed in a subsequent conversation process between a bank client and a robot customer service, and whether to transfer an artificial customer service is determined according to the score calculation.

Accordingly, the weighted value and the base score of each business category are recorded in the business attribute analysis report of the bank client, and the weighted value and the base score of each attention element are also recorded in the business attribute analysis report of the bank client.

After analyzing the concerned elements included in each service category, setting a management tag corresponding to the service category and the concerned elements, and setting a management tag between each service category and one concerned element included in the service category. After the weight value of the attention element is determined, the weight value of the attention element is recorded in the corresponding management tag. It is understood that each management label corresponds to a business class, an interest element, and a weight value.

103. And acquiring a weight value, a basic score and an attention element of the target service category based on the service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score.

104. And acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on the matching result.

In an embodiment of the present application, the first score value is a value of a product of a weight value of the target traffic class and the base score. For example, the weight value of the target service class is a, and the base score is b, then the value of a × b is the first score value of the target service class.

After the conversation intention of the bank client is obtained, the business category which the bank client wants to consult and transact can be determined, namely the target business category of the conversation is determined, and the weight value and the basic score corresponding to the target business category can be obtained from the business attribute analysis report of the bank client. Based on the weight value and the basic score, the first score of the target service class can be obtained through solving.

In the embodiment of the application, the conversation state of the bank client and the robot customer service is obtained by analyzing text, voice, video or pictures in the conversation process. Through the conversation state, the conversation emotion of the bank client in the conversation process can be known, the recognition degree of the robot service to the problems proposed by the bank client can be known, and the like.

After the conversation intention of the bank client is clarified, in the conversation process, the conversation content is also obtained in real time in addition to the conversation state of the bank client and the robot service, and the conversation state and the conversation content are analyzed to obtain key information. Some pieces of information matched with the concerned elements contained in the target business category may exist in the key information, and by matching the key information with the concerned elements, the key information matched with the concerned elements can be determined, that is, the concerned elements involved in the conversation process are determined from the concerned elements contained in the target business category.

For example, the target business category is a credit card business category, which includes the following concerns such as application transaction, credit line adjustment, credit card status inquiry processing, staging, payment, complaint evaluation and browsing operation records. In the conversation process, when the key information obtained by analyzing a certain conversation content is the credit card application, the key information is matched with the concerned elements in the service category of the credit card, and the concerned elements matched with the key information are the credit card application.

In an embodiment of the present application, the second score value is a sum of score values of the elements of interest successfully matched with the key information during the conversation. The key information can be acquired in real time within the time corresponding to the timing calculation task by setting the timing calculation task, the key information is matched with the attention element, and the sum of the score values of the attention element successfully matched within the time corresponding to the timing calculation task is used as the second score value.

For example, the timing time corresponding to the timing calculation task is set to be 3min, then, after the bank client and the robot customer service access session, timing is started, the target business category corresponding to the session intention is determined, the key information is acquired in real time within 3min, and the sum of the score values of the concerned elements in the target business category matched with the key information acquired within 3min is used as the second score value.

Further, for example, the target business category is a credit card business category which includes the following elements of application transaction, credit line adjustment, credit card status inquiry processing, staging, payment, complaint evaluation and browsing operation records. The attention elements matched with the key information within 3min comprise application transaction, credit adjustment and stage, the weight values of the three attention elements are a1, a2 and a3 respectively, the basic scores of the three attention elements are b1, b2 and b3, and then the second score value of the conversation within 3min is S = a1 ba + a 2b 2+ a3 b3.

Optionally, in one session, a plurality of timing calculation tasks may be set, and the time corresponding to the timing calculation task may be set separately. And after the attention element matched with the key information is determined, calculating a second score value through a summation formula.

105. And taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on a comparison result of the total score value and a preset threshold value.

In an embodiment of the present application, the preset threshold includes a first preset threshold and a second preset threshold, the first preset threshold is a value of a product of a first proportionality coefficient and a total score value, the second preset threshold is a value of a product of a second proportionality coefficient and a total score value, and the first proportionality coefficient is greater than the second proportionality coefficient.

For example, if the first score value is S1 and the second score value is S2, then the total score value is S = S1+ S2, the first scaling factor is set to 90%, the second scaling factor is set to 60%, the first preset threshold value is Sa, the second preset threshold value is Sb, then the first preset threshold value Sa =90% S, and the second preset threshold value is Sb = 605S.

In an embodiment of the present application, the step comprises: if the total score value is larger than a first preset threshold value, switching to artificial customer service, and forwarding the element description table of the bank customer and the robot customer service to a target artificial customer service of the access session; if the total score value is smaller than a first preset threshold value and the total score value is larger than a second preset threshold value, the bank customer selects whether to transfer the manual customer service; and if the total score value is smaller than a second preset threshold value, the robot customer service continuously serves the bank customer without switching to the manual customer service.

For example, the first case L1: s > = Sa, then the requirement of the bank client for manual service is clear and urgent; second case L2: s2b < = S < Sa, which indicates that the bank customer may need timely manual service, but is not very urgent; third case L3: and S < Sb, the bank client can complete consultation and handling through the service of the robot customer service, and manual service intervention is not needed temporarily.

Further, on the basis of the above example, the decision implemented by the system is respectively: if the situation is the first situation L1, the system immediately takes over the robot customer service by using the artificial customer service, and synchronizes a preset element description table to the artificial customer service; if the second condition is L2, displaying a manual intervention service entrance at the most obvious position of the system client of the bank client, and if the bank client selects to enter the manual service, synchronizing a preset element description table to the manual service; if the situation is the third situation L3, the system continues to monitor the conversation state of the robot customer service and the bank customer, and the system client of the bank customer does not display a manual intervention service entrance.

In some embodiments, the specific implementation of the element description table generation is as follows: determining key information matched with the concerned element as target key information, acquiring historical conversation information associated with the target key information based on the target key information, wherein the historical conversation information comprises historical conversation content, historical conversation time and client state information, and generating an element description table based on the target key information, the concerned element, the historical conversation information and a preset table generation mode.

The element description table is a detailed description of the element of interest matching the key information, and the detailed description content thereof includes history related content in addition to the content of the related information acquired in the current session. The manual customer service can acquire important information, history related information and the like of the bank client in the conversation process with the robot customer service by synchronizing the original description table to the transferred manual customer service, so that the manual customer service is more convenient to communicate with the bank client, the consultation and handling speed is increased, and the service efficiency of the manual customer service is improved.

Optionally, the element description table may further record information such as a session intention of the bank client accessing the current session, a session emotion, and a target service category. Here, the content recorded in the element description table is not limited.

The intelligent customer service access method comprises the steps of obtaining a conversation intention of a bank client for accessing a robot customer service, and determining a target business category which the bank client wants to consult and transact based on the conversation intention; acquiring a business attribute analysis report of a bank client, wherein the business attribute analysis report is obtained by analyzing business operation behaviors of the bank client in a historical time period in advance; acquiring a weight value, a basic score and an attention element of a target service class based on a service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score; acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on the matching result; and taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on a comparison result of the total score value and a preset threshold value. According to the intelligent customer service access method, through analysis and calculation of information in multiple aspects, whether the current consultation service of the customer is served by a robot or a manual intervention service is accurately identified, analyzed and decided, the customer service efficiency is improved while the customer is effectively and quickly served, and the working pressure of manual customer service is reduced.

Referring to fig. 2, fig. 2 is a schematic structural diagram of an intelligent customer service access device according to an embodiment of the present application, where the intelligent customer service access device 200 includes the following units:

the first obtaining unit 201 is configured to obtain a session intention of the bank client accessing to the robot service, and determine a target business category that the bank client wants to consult and transact based on the session intention.

The second obtaining unit 202 is configured to obtain a service attribute analysis report of the bank client, where the service attribute analysis report is a report obtained by analyzing in advance according to a service operation behavior of the bank client in a historical time period.

The first calculating unit 203 is configured to obtain a weight value, a base score, and an attention element of the target service category based on the service attribute analysis report, and calculate a first score value based on the weight value and the base score.

The second calculating unit 204 is configured to obtain and analyze a session state and session content of the bank client and the robot service in real time, obtain key information based on an analysis result, match the key information with the attention element, and calculate a second score value based on the matching result.

And the determining unit 205 is used for taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on the comparison result of the total score value and a preset threshold value.

Optionally, the second obtaining unit 202 may include the following sub-units:

and the category dividing subunit is used for acquiring the business operation behaviors of the bank client in the historical time period and dividing the operation behaviors into corresponding business categories.

And the element acquisition subunit is used for analyzing the operation behavior of each service type and acquiring the concerned elements corresponding to each service type based on the analysis result.

And the label setting subunit is used for setting a management label of each concerned element and the corresponding service class.

And the recording subunit is used for setting a weight value for each concerned element according to the operation times of the operation behaviors and recording the weight value into the corresponding management label.

Optionally, the preset threshold includes a first preset threshold and a second preset threshold, the first preset threshold is a value of a product of the first scaling factor and the total score value, the second preset threshold is a value of a product of the second scaling factor and the total score value, and the first scaling factor is greater than the second scaling factor. The above-mentioned determining unit 205 may comprise the following sub-units:

the judging subunit is used for switching to the artificial customer service if the total score value is greater than a first preset threshold value, and forwarding the element description table of the bank customer and the robot customer service to a target artificial customer service of the access session; if the total score value is smaller than a first preset threshold value and the total score value is larger than a second preset threshold value, the bank customer selects whether to transfer the manual customer service; and if the total score value is smaller than a second preset threshold value, the robot customer service continuously serves the bank customer without switching to the manual customer service.

Optionally, the customer service intelligent access device 200 according to the embodiment of the present application further includes other units and sub-units, which are not described herein again.

The intelligent customer service access device 200 of the embodiment of the application comprises a first obtaining unit 201, a second obtaining unit, a third obtaining unit, a fourth obtaining unit, a fifth obtaining unit and a sixth obtaining unit, wherein the first obtaining unit is used for obtaining conversation intentions of bank clients to access to the customer service of the robot, and determining target business categories which the bank clients want to consult and handle based on the conversation intentions; a second obtaining unit 202, configured to obtain a service attribute analysis report of the bank client, where the service attribute analysis report is a report obtained by analyzing a service operation behavior of the bank client in a historical time period in advance; the first calculating unit 203 is configured to obtain a weight value, a base score and an attention element of the target service category based on the service attribute analysis report, and calculate a first score value based on the weight value and the base score; the second calculating unit 204 is used for acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned elements, and calculating a second score value based on the matching result; and the determining unit 205 is used for taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on the comparison result of the total score value and a preset threshold value. The intelligent customer service access device 200 of the embodiment of the application accurately identifies, analyzes and decides whether the current consultation service of the customer is served by a robot or a manual intervention service through analysis and calculation of information in multiple aspects, so that the customer service efficiency is improved and the working pressure of manual customer service is reduced while the customer is effectively and quickly served.

Referring to fig. 3, fig. 3 is a schematic structural diagram of an intelligent terminal according to an embodiment of the present disclosure, where the intelligent terminal 300 may be an intelligent terminal device such as a smart phone, a tablet PC, a notebook PC, a touch screen, a game console, a Personal Computer (PC), a Personal Digital Assistant (PDA), and the like. The intelligent terminal 300 includes a processor 301 having one or more processing cores, a memory 302 having one or more computer-readable storage media, and a computer program stored on the memory 302 and operable on the processor 301. The processor 301 is electrically connected to the memory 302. Those skilled in the art will appreciate that the intelligent terminal architecture shown in the figures does not constitute a limitation of the intelligent terminal and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.

The processor 301 is a control center of the intelligent terminal 300, connects various parts of the entire intelligent terminal 300 using various interfaces and lines, and performs various functions of the intelligent terminal 300 and processes data by running or loading software programs and/or modules stored in the memory 302 and calling data stored in the memory 302, thereby performing overall monitoring of the intelligent terminal 300.

In this embodiment, the processor 301 in the intelligent terminal 300 loads instructions corresponding to processes of one or more application programs into the memory 302 according to the following steps, and the processor 301 runs the application programs stored in the memory 302, thereby implementing various functions:

acquiring a conversation intention of a bank client accessing to a robot customer service, and determining a target business category which the bank client wants to consult and transact based on the conversation intention;

acquiring a business attribute analysis report of a bank client, wherein the business attribute analysis report is obtained by analyzing business operation behaviors of the bank client in a historical time period in advance;

acquiring a weight value, a basic score and an attention element of a target service class based on a service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score;

acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on the matching result;

and taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the artificial customer service or not based on a comparison result of the total score value and a preset threshold value.

The above operations can be implemented in the foregoing embodiments, and are not described in detail herein.

Optionally, the intelligent terminal 300 further includes a touch display screen 303, an input unit 304, and a power source 305, wherein the processor 301 is electrically connected to the touch display screen 303, the input unit 304, and the power source 305. Those skilled in the art will appreciate that the intelligent terminal architecture shown in fig. 3 is not intended to be limiting of intelligent terminals and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.

The touch display screen 303 may be used for displaying a graphical user interface and receiving an operation instruction generated by a user acting on the graphical user interface, and the touch display screen 303 may include a display panel and a touch panel. The display panel may be used, among other things, to display information entered by or provided to a user and various graphical user interfaces of the computer device, which may be made up of graphics, text, icons, video, and any combination thereof. Alternatively, the Display panel may be configured in the form of a Liquid Crystal Display (LCD), an Organic Light-Emitting Diode (OLED), or the like. The touch panel may be used to collect touch operations of a user on or near the touch panel (for example, operations of the user on or near the touch panel using any suitable object or accessory such as a finger, a stylus pen, and the like), and generate corresponding operation instructions, and the operation instructions execute corresponding programs. Alternatively, the touch panel may include two parts, a touch detection device and a touch controller. The touch detection device detects the touch direction of a user, detects a signal brought by touch operation and transmits the signal to the touch controller; the touch controller receives touch information from the touch sensing device, converts the touch information into touch point coordinates, sends the touch point coordinates to the processor 301, and receives and executes commands sent by the processor 301. The touch panel may overlay the display panel, and when the touch panel detects a touch operation thereon or nearby, the touch panel may transmit the touch operation to the processor 301 to determine the type of the touch event, and then the processor 301 may provide a corresponding visual output on the display panel according to the type of the touch event. In the embodiment of the present application, the touch panel and the display panel may be integrated into the touch display screen 303 to realize input and output functions. However, in some embodiments, the touch panel and the touch panel can be implemented as two separate components to perform the input and output functions. That is, the touch display 303 may also be a part of the input unit 304 to implement an input function.

The input unit 304 may be used to receive input numbers, character information, or user characteristic information (e.g., fingerprint, iris, facial information, etc.), and to generate keyboard, mouse, joystick, optical, or trackball signal inputs related to user settings and function control.

The power supply 305 is used to power the various components of the smart terminal 300. Optionally, the power supply 305 may be logically connected to the processor 301 through a power management system, so as to implement functions of managing charging, discharging, and power consumption management through the power management system. The power supply 305 may also include any component of one or more dc or ac power sources, recharging systems, power failure detection circuitry, power converters or inverters, power status indicators, and the like.

Although not shown in fig. 3, the smart terminal 300 may further include a sensor, a radio frequency module, and the like, which are not described in detail herein.

In the foregoing embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.

As can be seen from the above, the intelligent terminal 300 provided in this embodiment obtains a session intention of the bank client accessing to the service of the robot, and determines a target service category that the bank client wants to consult and transact based on the session intention; acquiring a business attribute analysis report of a bank client, wherein the business attribute analysis report is obtained by analyzing business operation behaviors of the bank client in a historical time period in advance; acquiring a weight value, a basic score and an attention element of a target service class based on a service attribute analysis report, and calculating to obtain a first score value based on the weight value and the basic score; acquiring and analyzing the conversation state and the conversation content of the bank client and the robot customer service in real time, acquiring key information based on the analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on the matching result; and taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on a comparison result of the total score value and a preset threshold value.

It will be understood by those skilled in the art that all or part of the steps of the methods of the above embodiments may be performed by instructions or by associated hardware controlled by the instructions, which may be stored in a computer readable storage medium and loaded and executed by a processor.

To this end, embodiments of the present application provide a computer-readable storage medium, in which a plurality of computer programs are stored, where the computer programs can be loaded by a processor to execute the steps in any of the customer service intelligent access methods provided in the embodiments of the present application. For example, the computer program may perform the steps of:

acquiring a business attribute analysis report of a bank client, wherein the business attribute analysis report is a report obtained by analyzing business operation behaviors of the bank client in a historical time period in advance;

Wherein the storage medium may include: a read Only Memory (ROM, re client account d Only Memory), a random access Memory (R client account M, R client account and access Memory), a magnetic disk or an optical disk, and the like.

Since the computer program stored in the storage medium can execute the steps in any of the customer service intelligent access methods provided in the embodiments of the present application, beneficial effects that can be achieved by any of the customer service intelligent access methods provided in the embodiments of the present application can be achieved, which are detailed in the foregoing embodiments and will not be described herein again.

The foregoing describes in detail a customer service intelligent access method, apparatus, intelligent terminal and storage medium provided in the embodiments of the present application, and a specific example is applied in the present application to explain the principle and implementation of the present application, and the description of the foregoing embodiments is only used to help understand the method and core ideas of the present application, and meanwhile, for those skilled in the art, according to the ideas of the present application, there are changes in the specific implementation and application scope, and in summary, the content of the present description should not be construed as a limitation to the present application.

Claims

1. An intelligent customer service access method is characterized by comprising the following steps:

acquiring and analyzing the conversation state and the conversation content of the bank customer and the robot customer service in real time, acquiring key information based on an analysis result, matching the key information with the concerned elements, and calculating to obtain a second score value based on a matching result;

2. The intelligent customer service access method according to claim 1, wherein the obtaining of the service attribute analysis report of the bank customer, the service attribute analysis report being a report obtained by analyzing in advance according to the service operation behavior of the bank customer in a historical time period, comprises:

3. The intelligent customer service access method according to claim 2, wherein after analyzing the business operation behavior of each of the business categories and obtaining the concerned elements corresponding to each of the business categories based on the analysis result, the method further comprises:

4. The intelligent customer service access method according to claim 1, wherein the value of the product of the base value and the weight value is the first score value.

5. The intelligent customer service access method according to claim 1, wherein the preset threshold includes a first preset threshold and a second preset threshold, the first preset threshold is a value of a product of a first proportionality coefficient and the total score value, the second preset threshold is a value of a product of a second proportionality coefficient and the total score value, and the first proportionality coefficient is greater than the second proportionality coefficient.

6. The intelligent customer service access method according to claim 5, wherein the step of determining whether to switch to the artificial customer service based on the comparison result between the total score value and a preset threshold by taking the sum of the first score value and the second score value as the total score value comprises the following steps:

if the total score value is larger than the first preset threshold value, switching to artificial customer service, and forwarding the element description table of the bank customer and the robot customer service to a target artificial customer service of the access session;

if the total score value is smaller than the first preset threshold value and the total score value is larger than the second preset threshold value, the bank customer selects whether to transfer the manual customer service;

7. The intelligent customer service access method according to claim 6, wherein the specific implementation manner of the element description table generation is as follows:

8. An intelligent customer service access device, the device comprising:

the system comprises a first acquisition unit, a second acquisition unit and a third acquisition unit, wherein the first acquisition unit is used for acquiring a conversation intention of a bank client accessing to a robot customer service and determining a target business category which the bank client wants to consult and transact based on the conversation intention;

and the determining unit is used for taking the sum of the first score value and the second score value as a total score value, and determining whether to transfer the manual customer service or not based on a comparison result of the total score value and a preset threshold value.

9. An intelligent terminal, comprising a memory for storing instructions and data and a processor for performing the intelligent customer service access method of any one of claims 1-7.

10. A storage medium having stored therein a plurality of instructions adapted to be loaded by a processor to perform the intelligent customer service access method of any one of claims 1-7.