SG11202006127PA - Method and apparatus for transferring from robot customer service to human customer service - Google Patents

Method and apparatus for transferring from robot customer service to human customer service

Info

Publication number
SG11202006127PA
SG11202006127PA SG11202006127PA SG11202006127PA SG11202006127PA SG 11202006127P A SG11202006127P A SG 11202006127PA SG 11202006127P A SG11202006127P A SG 11202006127PA SG 11202006127P A SG11202006127P A SG 11202006127PA SG 11202006127P A SG11202006127P A SG 11202006127PA
Authority
SG
Singapore
Prior art keywords
customer service
transferring
human
robot
robot customer
Prior art date
Application number
SG11202006127PA
Other languages
English (en)
Inventor
Minghui Yang
Original Assignee
Alibaba Group Holding Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Alibaba Group Holding Ltd filed Critical Alibaba Group Holding Ltd
Publication of SG11202006127PA publication Critical patent/SG11202006127PA/en

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/3331—Query processing
    • G06F16/334—Query execution
    • G06F16/3344—Query execution using natural language analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/40—Processing or translation of natural language
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning
    • G06N20/10—Machine learning using kernel methods, e.g. support vector machines [SVM]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N3/00—Computing arrangements based on biological models
    • G06N3/02—Neural networks
    • G06N3/04—Architecture, e.g. interconnection topology
    • G06N3/044—Recurrent networks, e.g. Hopfield networks
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N3/00—Computing arrangements based on biological models
    • G06N3/02—Neural networks
    • G06N3/04—Architecture, e.g. interconnection topology
    • G06N3/045—Combinations of networks
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N3/00—Computing arrangements based on biological models
    • G06N3/02—Neural networks
    • G06N3/08—Learning methods
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N5/00—Computing arrangements using knowledge-based models
    • G06N5/01—Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Human Resources & Organizations (AREA)
  • Artificial Intelligence (AREA)
  • General Engineering & Computer Science (AREA)
  • Data Mining & Analysis (AREA)
  • Computational Linguistics (AREA)
  • Development Economics (AREA)
  • Economics (AREA)
  • Strategic Management (AREA)
  • Software Systems (AREA)
  • Evolutionary Computation (AREA)
  • Computing Systems (AREA)
  • Mathematical Physics (AREA)
  • General Health & Medical Sciences (AREA)
  • Health & Medical Sciences (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Biomedical Technology (AREA)
  • Life Sciences & Earth Sciences (AREA)
  • Biophysics (AREA)
  • Molecular Biology (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Databases & Information Systems (AREA)
  • Computer Vision & Pattern Recognition (AREA)
  • Medical Informatics (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Manipulator (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
SG11202006127PA 2018-01-26 2018-12-29 Method and apparatus for transferring from robot customer service to human customer service SG11202006127PA (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201810076926.7A CN108363745B (zh) 2018-01-26 2018-01-26 机器人客服转人工客服的方法和装置
PCT/CN2018/125297 WO2019144773A1 (zh) 2018-01-26 2018-12-29 机器人客服转人工客服的方法和装置

Publications (1)

Publication Number Publication Date
SG11202006127PA true SG11202006127PA (en) 2020-07-29

Family

ID=63007175

Family Applications (1)

Application Number Title Priority Date Filing Date
SG11202006127PA SG11202006127PA (en) 2018-01-26 2018-12-29 Method and apparatus for transferring from robot customer service to human customer service

Country Status (8)

Country Link
US (1) US10977664B2 (zh)
EP (1) EP3719732A1 (zh)
JP (1) JP6991341B2 (zh)
KR (1) KR102445992B1 (zh)
CN (1) CN108363745B (zh)
SG (1) SG11202006127PA (zh)
TW (1) TWI698830B (zh)
WO (1) WO2019144773A1 (zh)

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CN112182189B (zh) * 2020-10-10 2023-06-30 网易（杭州）网络有限公司 一种对话处理方法、装置、电子设备及存储介质
CN112508585A (zh) * 2020-12-03 2021-03-16 大唐融合通信股份有限公司 一种广电客户服务业务处理的方法、设备及装置
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Also Published As

Publication number Publication date
TW201933267A (zh) 2019-08-16
JP2021524071A (ja) 2021-09-09
JP6991341B2 (ja) 2022-01-12
WO2019144773A1 (zh) 2019-08-01
TWI698830B (zh) 2020-07-11
KR20200095516A (ko) 2020-08-10
US10977664B2 (en) 2021-04-13
EP3719732A4 (en) 2020-10-07
EP3719732A1 (en) 2020-10-07
US20200294063A1 (en) 2020-09-17
CN108363745B (zh) 2020-06-30
CN108363745A (zh) 2018-08-03
KR102445992B1 (ko) 2022-09-21

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