CN116894084A - Customer service method, device, electronic equipment and storage medium - Google Patents
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Abstract
The application discloses a customer service method, a customer service device, electronic equipment and a storage medium, which can be applied to the field of artificial intelligence or the field of finance. The method comprises the steps of obtaining request information of a client when the client handles business at an intelligent network point, sending the request information to a business resource pool of the intelligent network point, inquiring the request information in the business resource pool to obtain a business resource list, arranging business resources contained in the intelligent network point based on the business resource list, packaging information according to the content matching degree relation among the business resources to obtain packaging information, and displaying and broadcasting the packaging information. The application can decompose and process the request information of the clients, arrange and package the business resources contained in the intelligent network points, promote the visual experience of the clients by displaying and broadcasting the package information, present the client service forms of different experiences for the clients, and simultaneously can exert the subjective activity of the clients, thereby promoting the consultation question-answering efficiency, question-answering service and business handling experience of the clients.
Description
Technical Field
The present application relates to the field of intelligent customer service technologies, and in particular, to a customer service method, apparatus, electronic device, and storage medium.
Background
At present, in the field of intelligent customer service, the intelligent question-answering robot, mobile banking online customer service, telephone banking online customer and other modes are mainly relied on. However, these methods have some limitations in the form of customer service, and the customer can only passively receive knowledge, cannot exert active activity, and can flexibly inquire again according to the answer result, so that the customer service form is single.
Disclosure of Invention
In view of the above, the application discloses a customer service method, a device, an electronic device and a storage medium, which are used for improving the visual experience of customers by displaying and broadcasting package information, presenting customer service forms with different experiences for customers, and simultaneously playing the subjective activity of the customers, so that the customer service process can be heard and seen, thereby improving the consultation question-answering efficiency of the customers, and the question-answering service and business handling experience.
A customer service method, comprising:
acquiring request information of a client when the client transacts business at an intelligent network point;
the request information is sent to a service resource pool of an intelligent network point, wherein the service resource pool comprises various scene processing modules;
inquiring the request information in the service resource pool to obtain a service resource list;
arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list;
information packaging is carried out based on the content matching degree relation among the business resources in the target business resource list, so that packaging information is obtained;
and displaying and broadcasting the encapsulation information.
Optionally, the obtaining the request information of the client when the client transacts the service at the intelligent network point includes:
acquiring question and answer information and client information of a client when the client transacts business at the intelligent network point, wherein the client information comprises client identity authentication information;
and processing and reorganizing the question and answer information and the client information to obtain the request information.
Optionally, the processing and reorganizing the question-answer information and the client information to obtain the request information includes:
inquiring the latest business handling information of the client according to the client information to obtain a business handling information list;
carrying out keyword splitting on the service types and the related services in the service handling information list to obtain a keyword supplementary list;
preprocessing the question-answer information based on a standardized processing library to obtain a keyword original list;
selecting the keywords in the keyword supplement list and the keyword principle list for combined query to obtain a query result;
when a combined keyword hitting the latest business handling information exists in the query result, storing the combined keyword into a keyword association list;
and combining the client information, the keyword original list and the keyword association list to obtain the request information.
Optionally, querying the request information in the service resource pool to obtain a service resource list includes:
performing text similarity query of the client consultation problem on the keyword original list in the service resource pool to obtain a first query result;
adding the keyword association list into the keyword original list to obtain a target keyword list;
performing text similarity query of the client consultation problem on the target keyword list to obtain a second query result;
performing de-duplication processing on the first query result and the second query result to obtain a target query result;
and comprehensively sequencing the target query results based on the text similarity of the client consultation problem to obtain the service resource list.
Optionally, the arranging the service resources contained in the intelligent network point based on the service resource list to obtain a target service resource list includes:
sequencing the service resources in the service resource list according to the use times from high to low to obtain a new service resource list;
determining main service resources and secondary service resources from the new service resource list in a voting mode;
and associating the main service resource with a network point input port and a network point output port to obtain the target service resource list.
Optionally, the information packaging is performed based on the content matching degree relationship between each service resource in the target service resource list, so as to obtain packaging information, including:
determining the content matching degree between each service resource in the target service resource list;
when two business resources with the content matching degree larger than a preset threshold value exist in the target business resource list, nesting the contained business resources in the two business resources into the contained business resources according to a preset format for information packaging, and obtaining the packaging information.
A customer service device comprising:
the acquisition unit is used for acquiring request information of a client when the client transacts business at the intelligent network point;
the sending unit is used for sending the request information to a service resource pool of the intelligent network point, wherein the service resource pool comprises all scene processing modules;
the query unit is used for querying the request information in the service resource pool to obtain a service resource list;
the arrangement unit is used for arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list;
the packaging unit is used for packaging information based on the content matching degree relation among the service resources in the target service resource list to obtain packaging information;
and the display broadcasting unit is used for displaying and broadcasting the encapsulation information.
Optionally, the acquiring unit includes:
the acquisition subunit is used for acquiring question and answer information and client information of the clients when the clients transact business at the intelligent network points, wherein the client information comprises client identity authentication information;
and the processing and reorganizing subunit is used for processing and reorganizing the question and answer information and the client information to obtain the request information.
An electronic device comprising a memory and a processor;
the memory is used for storing at least one instruction;
the processor is configured to execute the at least one instruction to implement the customer service method described above.
A computer readable storage medium storing at least one instruction that when executed by a processor implements the customer service method described above.
As can be seen from the above technical solution, the present application discloses a method, an apparatus, an electronic device, and a storage medium for customer service, which acquire request information when a customer handles a service at an intelligent network point, and send the request information to a service resource pool of the intelligent network point, where the service resource pool includes each scene processing module, queries the request information in the service resource pool to obtain a service resource list, organizes service resources contained in the intelligent network point based on the service resource list to obtain a target service resource list, encapsulates information based on a content matching relationship between each service resource in the target service resource list to obtain encapsulation information, and displays and broadcasts the encapsulation information. The application can decompose and process the request information of the client, arrange and package the business resources contained in the intelligent network point, promote the visual feeling of the client by displaying and broadcasting the package information, present the client service forms of different experiences for the client, and simultaneously can exert the subjective activity of the client so that the client service process can be heard and seen, thereby promoting the consultation question-answering efficiency of the client and the question-answering service and business handling experience.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described, and it is obvious that the drawings in the following description are only embodiments of the present application, and that other drawings can be obtained according to the disclosed drawings without inventive effort for a person skilled in the art.
FIG. 1 is a flow chart of a customer service method according to an embodiment of the present application;
FIG. 2 is a flow chart of a method for processing and reorganizing question and answer information and client information to obtain request information according to an embodiment of the present application;
FIG. 3 is a flowchart of a method for querying request information in a service resource pool to obtain a service resource list according to an embodiment of the present application;
fig. 4 is a schematic structural diagram of a customer service device according to an embodiment of the present application;
fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present application.
Detailed Description
It should be noted that the client service method, the client service device, the electronic device and the storage medium provided by the application can be used in the artificial intelligence field or the financial field. The foregoing is merely exemplary, and the application fields of the client service method, the device, the electronic apparatus and the storage medium provided by the present application are not limited.
The following description of the embodiments of the present application will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present application, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.
The embodiment of the application discloses a customer service method, a device, electronic equipment and a storage medium, which are used for acquiring request information of a customer when the customer handles a service in an intelligent network point, sending the request information to a service resource pool of the intelligent network point, wherein the service resource pool comprises various scene processing modules, inquiring the request information in the service resource pool to obtain a service resource list, arranging service resources contained in the intelligent network point based on the service resource list to obtain a target service resource list, packaging information based on the content matching degree relation among various service resources in the target service resource list to obtain packaging information, and displaying and broadcasting the packaging information. The application can decompose and process the request information of the client, arrange and package the business resources contained in the intelligent network point, promote the visual feeling of the client by displaying and broadcasting the package information, present the client service forms of different experiences for the client, and simultaneously can exert the subjective activity of the client so that the client service process can be heard and seen, thereby promoting the consultation question-answering efficiency of the client and the question-answering service and business handling experience.
Referring to fig. 1, a flowchart of a customer service method disclosed in an embodiment of the present application includes:
step S101, obtaining request information of a client when the client transacts business at an intelligent network point.
The intelligent network point uses artificial intelligent related technology and means through effectively planning and organizing factors such as people, infrastructure, communication, materials and the like involved in online/offline service of the bank, so that user experience and service quality interaction activities are improved.
Specifically, the question and answer information and the client information of the clients when the clients transact business at the intelligent network are obtained, and the question and answer information and the client information are processed and recombined to obtain the request information. Wherein, the client information includes: customer identity authentication information.
In practical application, when a customer goes to an intelligent network site to transact business, the consultation problem can be spoken in the network site voice or the consultation problem can be described in any network site equipment. After the intelligent network point receives the consultation problem input by the client, the intelligent network point directly activates a multi-scene linkage client service program, the client service program inquires the conversation skill stored at the rear end and carries out identity recognition on the client, for example, please swipe card or input identity information so as to provide better service for the user, and the client completes identity information authentication according to the prompt, so that the background service obtains question-answer information and client information when the client transacts business at the intelligent network point.
Step S102, the request information is sent to a business resource pool of the intelligent network point.
Wherein, the service resource pool comprises: each scene processing module, such as a mobile phone bank end, an intelligent counter end, a telephone bank end, an intelligent broadcasting end, an intelligent website unified display end and the like.
And step S103, inquiring the request information in the service resource pool to obtain a service resource list.
In this embodiment, the query is performed on the request information in the service resource pool, mainly for the text similarity query of the client consultation problem.
And step S104, arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list.
The embodiment arranges the business resources contained in the intelligent network point to mainly determine the main business resources and the secondary business resources from the business resource list.
And step 105, packaging information based on the content matching degree relation among the service resources in the target service resource list to obtain packaging information.
And step S106, displaying and broadcasting the encapsulation information.
In practical application, the package information can be displayed on the interactive display terminal. Through displaying and broadcasting the packaging information, a user can actively operate the packaging information and split, assemble and vote the packaging result according to the needs, so that the integration of viewing, listening and operation is realized, the consultation question-answering efficiency of the client is improved, and the question-answering service and business handling experience of the client are improved.
In summary, the application discloses a customer service method, which is used for acquiring request information of a customer when the customer handles a service in an intelligent network point, sending the request information to a service resource pool of the intelligent network point, wherein the service resource pool comprises various scene processing modules, inquiring the request information in the service resource pool to obtain a service resource list, arranging service resources contained in the intelligent network point based on the service resource list to obtain a target service resource list, carrying out information encapsulation based on the content matching degree relation among various service resources in the target service resource list to obtain encapsulation information, and displaying and broadcasting the encapsulation information. The application can decompose and process the request information of the client, arrange and package the business resources contained in the intelligent network point, promote the visual feeling of the client by displaying and broadcasting the package information, present the client service forms of different experiences for the client, and simultaneously can exert the subjective activity of the client so that the client service process can be heard and seen, thereby promoting the consultation question-answering efficiency of the client and the question-answering service and business handling experience.
In order to further optimize the above embodiments, referring to fig. 2, a method flowchart for processing and reorganizing question-answer information and client information to obtain request information disclosed in the embodiment of the present application, that is, step S101 may specifically include:
step S201, inquiring the latest business handling information of the client according to the client information to obtain a business handling information list.
In practical application, the service handling information of the client in the preset time period before the current time can be queried, and the value of the preset time period is determined according to the actual needs, for example, 1 month, and the application is not limited herein.
And collecting the latest business handling information of the clients to obtain a business handling information list.
And step S202, splitting keywords of the service types and the related services in the service handling information list to obtain a keyword supplementary list.
Wherein the service type and the associated service are associated information of the service handling substantial content.
And step S203, preprocessing the question and answer information based on a standardized processing library to obtain a keyword original list.
The preprocessing process of the question and answer information comprises, but is not limited to, punctuation mark removal, stop word filtering, word segmentation, synonym replacement and the like.
Step S204, selecting keywords in the keyword supplementary list and the keyword principle list for combined query to obtain a query result.
In practical application, the keyword supplement list and the keyword principle list can be traversed, one keyword is randomly selected from the keyword supplement list and the keyword principle list to be combined in pairs, and the combined keywords after the combination in pairs are utilized to perform query to obtain a query result.
Step S205, when the combined keywords hit the latest business handling information exist in the query result, the combined keywords are stored in the keyword association list.
In this embodiment, it is determined that there may be an association between the combined keywords that hit the latest business transaction information, where the combined keywords are stored in the keyword association list.
Step S206, combining the client information, the keyword original list and the keyword association list to obtain the request information.
In order to further optimize the foregoing embodiments, referring to fig. 3, a flowchart of a method for querying request information in a service resource pool to obtain a service resource list according to the embodiment of the present application may specifically include:
and step 301, performing text similarity query of the client consultation problem on the keyword original list in the service resource pool to obtain a first query result.
And step S302, adding the keyword association list into the keyword original list to obtain a target keyword list.
And step S303, carrying out text similarity query on the client consultation problem on the target keyword list to obtain a second query result.
And step S304, performing deduplication processing on the first query result and the second query result to obtain a target query result.
And step S305, comprehensively sequencing target query results based on the text similarity of the client consultation problem to obtain a service resource list.
In practical application, each scene module in the service resource pool receives request information, where the request information includes: customer information, original list of keywords, and associated list of keywords. And firstly, carrying out text similarity query on the client consultation problem on the keyword original list to obtain a first query result. And then adding the keyword association list into the keyword original list to obtain a target keyword list, then carrying out text similarity query on the target keyword list for the client consultation problem to obtain a second query result, and determining a final service resource list based on the first query result and the second query result.
In order to further optimize the foregoing embodiments, the present application also discloses a specific process of arranging the service resources, that is, step S104 may specifically include:
1) Sequencing the service resources in the service resource list according to the use times from high to low to obtain a new service resource list;
2) Determining main service resources and secondary service resources from the new service resource list in a voting mode;
3) And associating the main service resource with a network point input port and a network point output port to obtain the target service resource list.
In practical application, after service resources in the service resource list are ordered from high to low according to the using times to obtain a new service resource list, the service resources of the ranking Top K (K is a positive integer) can be added by adopting a voting mode to vote the ordering result, a client can adjust and vote the used main service resources after the system is used, and finally the service resource with the highest ordering is selected as the main service resource, and the rest of the service resources are used as secondary service resources. Associating the main service resource with the network point input port and the network point output port (such as intelligent broadcasting end and intelligent network point unified display end) to obtain a target service resource list
To further optimize the above embodiment, the present application also discloses an information packaging process, that is, step S105 may specifically include:
determining the content matching degree between each service resource in the target service resource list;
when two business resources with content matching degree larger than a preset threshold value exist in the target business resource list, nesting the contained business resources in the two business resources into the contained business resources according to a preset format for information packaging, and obtaining packaging information.
In practical application, the content matching degree between each business resource in the target business resource list is analyzed, and if the content matching degree (or association degree) of two business resources is larger than a preset threshold, the business resources contained in the two business resources are nested into the contained business resources according to a preset format for information encapsulation, so that encapsulation information is obtained. After the information is packaged, the packaged information can be displayed and broadcasted to a client through the unified display end, and after the client receives the displayed and broadcasted packaged information, the client can perform active operation and package result splitting, assembling and voting according to actual needs. The application not only displays the arrangement and encapsulation results to the outside of the customer, but also supports the integration of viewing, listening and operation of the customer, improves the consultation question-answering efficiency of the customer, and carries out question-answering service and business handling experience.
Corresponding to the embodiment of the method, the application also discloses a client service device.
Referring to fig. 4, a schematic structural diagram of a customer service device according to an embodiment of the present application may include:
an obtaining unit 401, configured to obtain request information when a client transacts a service at an intelligent network point;
and acquiring the question and answer information and the client information of the client when the client transacts the service at the intelligent network point, and processing and recombining the question and answer information and the client information to obtain the request information. Wherein, the client information includes: customer identity authentication information.
In practical application, when a customer goes to an intelligent network site to transact business, the consultation problem can be spoken in the network site voice or the consultation problem can be described in any network site equipment. After the intelligent network point receives the consultation problem input by the client, the intelligent network point directly activates a multi-scene linkage client service program, the client service program inquires the conversation skill stored at the rear end and carries out identity recognition on the client, for example, please swipe card or input identity information so as to provide better service for the user, and the client completes identity information authentication according to the prompt, so that the background service obtains question-answer information and client information when the client transacts business at the intelligent network point.
A sending unit 402, configured to send the request information to a service resource pool of an intelligent network point, where the service resource pool includes each scene processing module;
wherein, the service resource pool comprises: each scene processing module, such as a mobile phone bank end, an intelligent counter end, a telephone bank end, an intelligent broadcasting end, an intelligent website unified display end and the like.
A query unit 403, configured to query the request information in the service resource pool to obtain a service resource list;
in this embodiment, the query is performed on the request information in the service resource pool, mainly for the text similarity query of the client consultation problem.
An arrangement unit 404, configured to arrange the service resources included in the smart network point based on the service resource list, so as to obtain a target service resource list;
the embodiment arranges the business resources contained in the intelligent network point to mainly determine the main business resources and the secondary business resources from the business resource list.
An encapsulation unit 405, configured to encapsulate information based on a content matching relationship between each service resource in the target service resource list, so as to obtain encapsulation information;
and the display broadcasting unit 406 is configured to display and broadcast the encapsulation information.
In practical application, the package information can be displayed on the interactive display terminal. Through displaying and broadcasting the packaging information, a user can actively operate the packaging information and split, assemble and vote the packaging result according to the needs, so that the integration of viewing, listening and operation is realized, the consultation question-answering efficiency of the client is improved, and the question-answering service and business handling experience of the client are improved.
In summary, the application discloses a customer service device, which obtains request information when a customer handles a service at an intelligent network point, sends the request information to a service resource pool of the intelligent network point, wherein the service resource pool comprises various scene processing modules, queries the request information in the service resource pool to obtain a service resource list, programs service resources contained in the intelligent network point based on the service resource list to obtain a target service resource list, packages information based on the content matching degree relation among various service resources in the target service resource list to obtain package information, and displays and broadcasts the package information. The application can decompose and process the request information of the client, arrange and package the business resources contained in the intelligent network point, promote the visual feeling of the client by displaying and broadcasting the package information, present the client service forms of different experiences for the client, and simultaneously can exert the subjective activity of the client so that the client service process can be heard and seen, thereby promoting the consultation question-answering efficiency of the client and the question-answering service and business handling experience.
To further optimize the above embodiment, the obtaining unit 401 may specifically be configured to:
the acquisition subunit is used for acquiring question and answer information and client information of the clients when the clients transact business at the intelligent network points, wherein the client information comprises client identity authentication information;
and the processing and reorganizing subunit is used for processing and reorganizing the question and answer information and the client information to obtain the request information.
To further optimize the above embodiments, the process reorganization subunit may be specifically used to:
inquiring the latest business handling information of the client according to the client information to obtain a business handling information list;
carrying out keyword splitting on the service types and the related services in the service handling information list to obtain a keyword supplementary list;
preprocessing the question-answer information based on a standardized processing library to obtain a keyword original list;
selecting the keywords in the keyword supplement list and the keyword principle list for combined query to obtain a query result;
when a combined keyword hitting the latest business handling information exists in the query result, storing the combined keyword into a keyword association list;
and combining the client information, the keyword original list and the keyword association list to obtain the request information.
To further optimize the above embodiment, the query unit 403 may specifically be configured to:
performing text similarity query of the client consultation problem on the keyword original list in the service resource pool to obtain a first query result;
adding the keyword association list into the keyword original list to obtain a target keyword list;
performing text similarity query of the client consultation problem on the target keyword list to obtain a second query result;
performing de-duplication processing on the first query result and the second query result to obtain a target query result;
and comprehensively sequencing the target query results based on the text similarity of the client consultation problem to obtain the service resource list.
In practical application, each scene module in the service resource pool receives request information, where the request information includes: customer information, original list of keywords, and associated list of keywords. And firstly, carrying out text similarity query on the client consultation problem on the keyword original list to obtain a first query result. And then adding the keyword association list into the keyword original list to obtain a target keyword list, then carrying out text similarity query on the target keyword list for the client consultation problem to obtain a second query result, and determining a final service resource list based on the first query result and the second query result.
To further optimize the above embodiment, the orchestration unit 404 may specifically be configured to:
sequencing the service resources in the service resource list according to the use times from high to low to obtain a new service resource list;
determining main service resources and secondary service resources from the new service resource list in a voting mode;
and associating the main service resource with a network point input port and a network point output port to obtain the target service resource list.
To further optimize the above embodiment, the packaging unit 405 may specifically be configured to:
determining the content matching degree between each service resource in the target service resource list;
when two business resources with the content matching degree larger than a preset threshold value exist in the target business resource list, nesting the contained business resources in the two business resources into the contained business resources according to a preset format for information packaging, and obtaining the packaging information.
The specific operation principle of each component in the embodiment of the device should be specifically described, please refer to the corresponding portion of the method embodiment, and the detailed description is omitted herein.
Corresponding to the above embodiment, as shown in fig. 5, the present application further provides an electronic device, where the electronic device may include: a processor 1 and a memory 2;
wherein the processor 1 and the memory 2 complete communication with each other through the communication bus 3;
a processor 1 for executing at least one instruction;
a memory 2 for storing at least one instruction;
the processor 1 may be a central processing unit CPU or a specific integrated circuit ASIC (Application Specific Integrated Circuit) or one or more integrated circuits configured to implement embodiments of the present application.
The memory 2 may comprise a high-speed RAM memory or may further comprise a non-volatile memory (non-volatile memory), such as at least one disk memory.
Wherein execution of at least one instruction by the processor performs the following functions:
acquiring request information of a client when the client transacts business at an intelligent network point;
the request information is sent to a service resource pool of an intelligent network point, wherein the service resource pool comprises various scene processing modules;
inquiring the request information in the service resource pool to obtain a service resource list;
arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list;
information packaging is carried out based on the content matching degree relation among the business resources in the target business resource list, so that packaging information is obtained;
and displaying and broadcasting the encapsulation information.
Corresponding to the above embodiment, the present application also discloses a computer readable storage medium storing at least one instruction, which when executed by a processor, performs the following functions:
acquiring request information of a client when the client transacts business at an intelligent network point;
the request information is sent to a service resource pool of an intelligent network point, wherein the service resource pool comprises various scene processing modules;
inquiring the request information in the service resource pool to obtain a service resource list;
arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list;
information packaging is carried out based on the content matching degree relation among the business resources in the target business resource list, so that packaging information is obtained;
and displaying and broadcasting the encapsulation information.
In summary, the application discloses an electronic device and a computer readable storage medium, which are used for acquiring request information of a client when the client handles a service in an intelligent network point, sending the request information to a service resource pool of the intelligent network point, wherein the service resource pool comprises various scene processing modules, inquiring the request information in the service resource pool to obtain a service resource list, arranging service resources contained in the intelligent network point based on the service resource list to obtain a target service resource list, packaging information based on the content matching degree relation among various service resources in the target service resource list to obtain packaging information, and displaying and broadcasting the packaging information. The application can decompose and process the request information of the client, arrange and package the business resources contained in the intelligent network point, promote the visual feeling of the client by displaying and broadcasting the package information, present the client service forms of different experiences for the client, and simultaneously can exert the subjective activity of the client so that the client service process can be heard and seen, thereby promoting the consultation question-answering efficiency of the client and the question-answering service and business handling experience.
It should be specifically noted that, please refer to the corresponding parts of the method embodiments for specific working principles of the electronic device and the computer readable storage medium, and the detailed description is omitted herein.
Finally, it is further noted that relational terms such as first and second, and the like are used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Moreover, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
In the present specification, each embodiment is described in a progressive manner, and each embodiment is mainly described in a different point from other embodiments, and identical and similar parts between the embodiments are all enough to refer to each other.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A method of customer service, comprising:
acquiring request information of a client when the client transacts business at an intelligent network point;
the request information is sent to a service resource pool of an intelligent network point, wherein the service resource pool comprises various scene processing modules;
inquiring the request information in the service resource pool to obtain a service resource list;
arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list;
information packaging is carried out based on the content matching degree relation among the business resources in the target business resource list, so that packaging information is obtained;
and displaying and broadcasting the encapsulation information.
2. The method for customer service according to claim 1, wherein the obtaining the request information of the customer when transacting business at the intelligent network comprises:
acquiring question and answer information and client information of a client when the client transacts business at the intelligent network point, wherein the client information comprises client identity authentication information;
and processing and reorganizing the question and answer information and the client information to obtain the request information.
3. The method for customer service according to claim 2, wherein said processing and reorganizing said question-answer information and said customer information to obtain said request information comprises:
inquiring the latest business handling information of the client according to the client information to obtain a business handling information list;
carrying out keyword splitting on the service types and the related services in the service handling information list to obtain a keyword supplementary list;
preprocessing the question-answer information based on a standardized processing library to obtain a keyword original list;
selecting the keywords in the keyword supplement list and the keyword principle list for combined query to obtain a query result;
when a combined keyword hitting the latest business handling information exists in the query result, storing the combined keyword into a keyword association list;
and combining the client information, the keyword original list and the keyword association list to obtain the request information.
4. A customer service method according to claim 3, wherein querying the request information in the service resource pool to obtain a service resource list comprises:
performing text similarity query of the client consultation problem on the keyword original list in the service resource pool to obtain a first query result;
adding the keyword association list into the keyword original list to obtain a target keyword list;
performing text similarity query of the client consultation problem on the target keyword list to obtain a second query result;
performing de-duplication processing on the first query result and the second query result to obtain a target query result;
and comprehensively sequencing the target query results based on the text similarity of the client consultation problem to obtain the service resource list.
5. The customer service method according to any one of claims 1 to 4, wherein the arranging the service resources included in the intelligent network point based on the service resource list to obtain a target service resource list includes:
sequencing the service resources in the service resource list according to the use times from high to low to obtain a new service resource list;
determining main service resources and secondary service resources from the new service resource list in a voting mode;
and associating the main service resource with a network point input port and a network point output port to obtain the target service resource list.
6. The method for customer service according to claim 1, wherein said encapsulating information based on the content matching relationship between the service resources in the target service resource list includes:
determining the content matching degree between each service resource in the target service resource list;
when two business resources with the content matching degree larger than a preset threshold value exist in the target business resource list, nesting the contained business resources in the two business resources into the contained business resources according to a preset format for information packaging, and obtaining the packaging information.
7. A customer service device, comprising:
the acquisition unit is used for acquiring request information of a client when the client transacts business at the intelligent network point;
the sending unit is used for sending the request information to a service resource pool of the intelligent network point, wherein the service resource pool comprises all scene processing modules;
the query unit is used for querying the request information in the service resource pool to obtain a service resource list;
the arrangement unit is used for arranging the business resources contained in the intelligent network points based on the business resource list to obtain a target business resource list;
the packaging unit is used for packaging information based on the content matching degree relation among the service resources in the target service resource list to obtain packaging information;
and the display broadcasting unit is used for displaying and broadcasting the encapsulation information.
8. The customer service apparatus according to claim 7, wherein the acquisition unit comprises:
the acquisition subunit is used for acquiring question and answer information and client information of the clients when the clients transact business at the intelligent network points, wherein the client information comprises client identity authentication information;
and the processing and reorganizing subunit is used for processing and reorganizing the question and answer information and the client information to obtain the request information.
9. An electronic device comprising a memory and a processor;
the memory is used for storing at least one instruction;
the processor is configured to execute the at least one instruction to implement the customer service method of any of claims 1-6.
10. A computer readable storage medium storing at least one instruction which when executed by a processor implements a customer service method according to any one of claims 1 to 6.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310851536.3A CN116894084A (en) | 2023-07-12 | 2023-07-12 | Customer service method, device, electronic equipment and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310851536.3A CN116894084A (en) | 2023-07-12 | 2023-07-12 | Customer service method, device, electronic equipment and storage medium |
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| Publication Number | Publication Date |
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| CN116894084A true CN116894084A (en) | 2023-10-17 |
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| CN202310851536.3A Pending CN116894084A (en) | 2023-07-12 | 2023-07-12 | Customer service method, device, electronic equipment and storage medium |
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| Country | Link |
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| CN (1) | CN116894084A (en) |
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