TWM613454U - Customer service auxiliary system - Google Patents

Abstract

A customer service assistance system includes a server and a server unit. When the server receives a client voice message from the client, it converts it into a client demand message, and thereby corresponds to one of the plural Q&A modules of the server unit, and will be The selected question and answer module is added to the message window field of a user operation interface. At this time, the server also sends the client's demand message to the server unit. The server unit generates and transmits service guide data corresponding to the customer's demand message to the server according to the corresponding question and answer module, which includes at least one response guide text message that can be used to respond to the customer's voice message. When the server receives the service guide data, it adds the response guide text message to the message window field.

Description

Customer Support System

The present invention relates to an auxiliary system, in particular to a customer service auxiliary system that utilizes a user operation interface.

In modern society, insurance products have become quite popular, but the types and regulations of insurance have developed relatively more diversified and complicated. Therefore, many users will still have a lot of insurance products after purchasing insurance products. Questions, such as the payment progress of the policy, the application procedures and regulations for claim settlement or redemption, or the inquiry of the premium and the insured amount, etc.

For users who purchase insurance products, calling the issuer of insurance products is the most direct and immediate consultation channel. Therefore, for issuers of insurance products, how can the telephone customer service staff be able to smoothly solve various incurable problems of customers , It has become a topic worthy of discussion.

Therefore, the purpose of the present invention is to provide a customer service assistance system that helps to improve the service efficiency of telephone customer service personnel.

The new type of customer service assistance system is suitable for electrical connection with a client, and includes a server and a server unit electrically connected to the server and having a plurality of question and answer modules. The server is used for displaying a user operation interface including a message window field, and the server is suitable for establishing a two-way voice communication with the client. In the case of the two-way voice communication between the server and the client, when the server receives a client voice message from the client, the client voice message is converted into a client demand message, and This corresponds to one of the question and answer modules, and adds the selected question and answer module to the message window field, and the server also sends the client's demand message to the server unit. The server unit generates and sends service guide data corresponding to the customer's demand message to the server according to the corresponding question and answer module, wherein the service guide data includes at least one response that can be used to respond to the customer's voice message Guide text message. When the server receives the service guide data, the response guide text message of the service guide data is added to the message window field.

In some implementations of the new customer service assistance system, the customer demand message includes one of multiple demands expressed by the customer voice message, and the server unit is generated based on the Q&A module corresponding to the customer demand message The service guide information.

In some implementations of the new customer service assistance system, when the server determines that the customer’s demand information meets one of the Q&A modules, the Q&A module further confirms that the customer expresses a query semantics, and points out A specific case number. At this time, the server unit will obtain the case record data corresponding to the specific case number from a case database according to the specific case number, and then generate the response guidance text message of the service guidance material based on the case record data .

In some implementation aspects of the new customer service assistance system, the service guidance material also includes a pair of detailed query options corresponding to a specific case number. When the server receives the service guide data, it also adds the detailed query option of the service guide data to the message window field, and the server generates and sends an indication when the detailed query option is operated The query request of the specific case number is sent to the server unit. When the server unit receives the query request, it generates and sends a case detail data to the server according to the case record data corresponding to the specific case number, so that the server can display the case detail data.

In some implementations of the new customer service assistance system, when the server determines that the customer's demand information meets one of the Q&A modules, and the Q&A module further confirms that the customer expresses an intention to terminate the contract, The service guide data generated by the server unit also includes a confirmation prompt for the termination reason, and when the server receives the service guide data, the service guide data also adds the termination reason confirmation prompt to the message window field .

In some implementation aspects of the new customer service assistance system, the response guidance text message of the service guidance material indicates a problem, and the service guidance material also includes a plurality of customer feedback options, and each customer feedback option indicates a corresponding The feedback content of the question, and when one of the customer feedback options is selected by the server, the server adds the feedback content indicated by the selected customer feedback option to a customer communication record.

In some implementation aspects of the new customer service assistance system, the user operation interface further includes a case list field. The server also sends a client identification data related to the client to the server unit. When the server unit receives the client identification data, it obtains at least one pair of case record data corresponding to the client identification data from a case database, and transmits the case record data to the server. When the server receives the case record data, it generates a service case list based on a summary part contained in the case record data, and displays the service case list in the case list field.

The effect of the present invention is that the service guide data generated by the server unit is displayed on the message window field of the user operation interface by the server, and the customer service assistance system can effectively guide the customer service staff to use two-way voice communication. Appropriate content provides telephone consulting services to customers who call, and helps customer service personnel to quickly solve customer problems, reduce call time and improve service efficiency.

Before the present invention is described in detail, it should be noted that if not specifically defined, the "electrical connection" in this patent specification generally refers to the "wired connection" between multiple electronic devices/devices/components connected to each other through conductive materials. "Electrical connection" and "radio connection" for single/two-way wireless signal transmission through wireless communication technology. Moreover, if not specifically defined, the "electrical connection" in this patent specification also refers to the "direct electrical connection" formed by multiple electronic devices/devices/elements directly connected to each other, and multiple electronic devices/ Devices/components are also indirectly connected to each other through other electronic equipment/devices/components to form "indirect electrical connections."

Referring to FIG. 1, an embodiment of the new type of customer service assistance system 1 is, for example, managed by a financial unit that issues insurance products, and the customer service assistance system 1 is, for example, suitable for working with multiple clients 2 (FIG. 1 is only exemplary Show one) electrical connection.

For ease of understanding, the following description only uses the client terminal 2 shown in FIG. 1 to illustrate this embodiment, and the client terminal 2 may be held by, for example, a client 20 of the financial unit, and the client The terminal 2 can be, for example, a mobile phone capable of making calls, an indoor phone, or other types of electronic devices.

In this embodiment, the customer service assistance system 1 includes, for example, a server 11 and a server unit 12, and the server 11 can be electrically connected to the server 11 through the internal network of the financial institution, for example. It is supplemented that in the actual implementation of the customer service assistance system 1, the number of the server 11 can be multiple, and each server 11 can be electrically connected to the server unit 12. However, for ease of understanding, this embodiment will be described below with the server 11 shown in FIG. 1.

In this embodiment, the server 11 is implemented as a personal computer device with voice communication function, for example, and is suitable for operation by a customer service staff 10 working in the financial unit, for example. More specifically, the server 11 may include, for example, a display screen, a keyboard, a mouse, a headset microphone, and an electrical connection to the display screen, the keyboard, the mouse, and the headset microphone (not shown). Processor, but not limited to this. In addition, the server 11 in this embodiment stores a speech-to-text model D11, for example, and the speech-to-text model D11 is implemented by, for example, an existing speech recognition technology, but it is not limited thereto.

In this embodiment, the server unit 12 stores, for example, a case database D21, a question and answer module D22, and a user operation interface D23.

For example, a number of case records are stored in the case database D21. In this embodiment, the record data of each case indicates, for example, the course of the financial unit providing services to a customer based on an insurance product purchased by a customer. For example, a piece of case record data may indicate that the financial unit provides a record of a medical claim for a client A based on a medical insurance product purchased by the client A. For another example, another case record data may indicate that the financial unit regularly collects premiums from the customer B based on the savings-type insurance products purchased by the customer B, for example.

The question-and-answer module D22, for example, uses the questions frequently handled by the customer service staff in the past to compile, and provides confirmation of customer needs and customer service staff's suggestion reply sentences according to various questions. Moreover, by running the question-and-answer module D22, the server unit 12 can The case database D21 generates corresponding responses based on customer needs.

The user operation interface D23 can be implemented as shown in FIG. 2, for example, and the user operation interface D23 can include, but is not limited to, a message window field D231, a message window field as shown in FIG. Case list field D232, a customer data field D233, and a reference information field D234, and it should be understood that the user operation interface D23 shown in FIG. 2 is only an exemplary implementation mode, not Used to limit the scope of implementation of the present invention.

It is further supplemented that, in this embodiment, the server unit 12 may, for example, include a case data server that stores the case database D21, a question and answer server that stores the question and answer module D22, and a case data server that is not shown in the figure. An interface server storing the user operation interface D23, and a program processing server electrically connected to the case data server, the question and answer server, the interface server, and the server 11. However, in other embodiments, the servo unit 12 can also be implemented as a single server, or a combination of any number of multiple servers. Therefore, the specific implementation of the servo unit 12 is not based on this implementation. Examples are limited.

Referring to FIG. 1 and FIG. 2 at the same time, the client 2 is used as an example to describe the operation of the customer service assistance system 1 of this embodiment.

First, when the server 11 is electrically connected to the server unit 12, the server 11 can obtain and display the user operation interface D23 from the server unit 12 according to the operation of the customer service staff 10. Moreover, when the server 11 displays the user operation interface D23 but has not received any operation on the user operation interface D23, the message window field D231, the case list field D232, and the case list field of the user operation interface D23 For example, the customer data field D233 and the reference information field D234 are each in an initialized blank state, and no message is displayed.

Then, when the server 11 receives a voice communication request generated by the client 2, the server 11 will output the voice communication request to prompt the customer service staff 10 to answer the call. In addition, the manner in which the server 11 outputs the voice communication request can be, for example, displaying an incoming call notification window and/or emitting an incoming call prompt tone, but is not limited to this. It is supplemented that the voice communication request is, for example, generated by the client 2 according to the operation of the client 20. More specifically, the client 20 may use the client 2 to call the service phone of the financial unit, and The client 2 is allowed to generate and output the voice communication request, but it is not limited to this.

Moreover, when the server 11 receives an answering operation corresponding to the voice communication request while continuously receiving the voice communication request, the server 11 establishes a connection between itself and the client 2 according to the answering operation. Two-way voice communication, that is, answering calls from the client 20. In this way, the customer service staff 10 can communicate with the customer 20 through the two-way voice communication. Specifically, the answering operation may be performed by the customer service staff 10 on the keyboard or mouse of the server 11, but it is not limited to this.

Referring to Fig. 3 and in conjunction with Figs. 1 and 2, the two-way voice communication is maintained between the server 11 and the client 2, and the server 11 displays the user operation interface D23. The customer service assistance system 1 performs the following operations as shown in FIG. 3.

First, in step S1, when the server 11 receives a client voice message from the client 2, the server 11 converts the client voice message into a voice message by running the voice-to-text model D11 A customer’s request message is corresponding to one of the question and answer modules D22, and the question and answer module D22 is added to the message window field D231 of the user operation interface D23 for display. At the same time, the server 11 The client demand message is also sent to the server unit 12.

Then, in step S2, when the server unit 12 receives the client demand message from the server 11, the server unit 12 confirms the client demand message by running the question and answer module D22. In this embodiment, the customer-side demand message represents, for example, the customer-side voice message expressing one of multiple demands, but it is not limited to this.

More specifically, the requirements may be, for example, in the question and answer module D22 (that is, in the server unit 12) using a pre-set question and answer context, and the requirements may include, but are not limited to, an express desire The query semantics of inquiring about purchased insurance products, one expressing the intention to cancel the contract of the purchased insurance products, and one expressing customer complaints expressing negative emotional feelings, but not limited to this.

Then, in step S3, by running the question and answer module D22, the server unit 12 generates service guide data corresponding to the customer's demand message, and transmits the service guide data to the server 11. Wherein, the service guidance data includes at least one response guidance text message in this embodiment, and the response guidance text message is, for example, presented in the form of natural language. Therefore, the response guidance text message can be used by the customer service staff 10 Responding to the customer 20 in a spoken manner, that is, the response guidance text message is used to guide the customer service staff 10 to respond to the customer 20 in spoken language.

Finally, in step S4, when the server 11 receives the service guide data from the server unit 12, at least the response guide text message of the service guide data is added to the message window field D231. In this way, the customer service staff 10 can refer to the response guidance text message to respond verbally to the customer 20.

That is to say, in the process of maintaining the two-way voice communication between the server 11 and the client 2, every time the client 20 speaks a word, the customer service assistance system 1 will perform an operation as shown in FIG. 3 Process.

It is worth mentioning that, in this embodiment, the server unit 12 generates multiple different types of service guidance data in step S3 according to the expressed semantics and the indicated content of the client demand message. Therefore, the various types of service guide data generated by the server unit 12 will be exemplarily described below.

Referring to Figure 4 in conjunction with Figures 1 and 2, in a first example scenario, a customer-side demand message received by the server 11 (here, it is referred to as a first customer-side demand message in Figure 4) M11) can be, for example, "Hello, I want to confirm how the review of the claim is going."

For the first customer-side demand message M11, the server unit 12, for example, determines the demand of the first customer-side demand message M11 for the expression of the review progress of claims settlement, but does not indicate the specific case number. Therefore, in the first example scenario, by running the question and answer module D22, the response guidance text message generated by the server unit 12 (here as a first response guidance text message M21 in FIG. 4) can be For example, "Hello, I am very happy to serve you, please provide the number of the claim case you want to inquire, or your ID number", but it is not limited to this.

And, when the server 11 receives the service guide data in the first example scenario, it will add the first response guide text message M21 contained in the service guide data to the user as shown in FIG. 4 The message window field D231 of the operation interface D23 is displayed, thereby guiding the customer service staff 10 to ask the customer 20 for specific identification data or claim case number, so as to facilitate access to the customer 20 related case data.

Further, in this embodiment, the customer data field D233 of the user operation interface D23 can be used by the customer service staff 10 to input customer related data. Therefore, in the first example scenario, assuming that the customer service staff 10 obtained the identity card number of the customer 20 by making an oral inquiry, the customer service staff 10 can, for example, use the customer 20’s identity card number as a customer party. The identification data is input into the customer data field D233 of the user operation interface D23.

When the server 11 receives the client identification data entered in the client data field D233, the server 11 will send the client identification data to the server unit 12. Then, when the server unit 12 receives the client's identification data, it will select one or more target case record data corresponding to the client's identification data from the case record data in the case database D21. (Etc.) The target case record data is sent to the server 11. Then, when the server 11 receives the (etc.) target case record data, it will generate a service case list L (shown in Fig. 2) based on a summary part contained in each target case record data, and send the service case list L (shown in Figure 2) The case list L is added to the case list field D232 of the user operation interface D23 as shown in FIG. 2 for display. In this embodiment, the summary part of the record data of each target case may include, but is not limited to, an acceptance number, an acceptance date, an accident cause, an accident person's name, an accident person ID, and an acceptance progress, etc., but not Not limited to this. In this way, the customer service staff 10 can quickly obtain the target case record data related to the client 20 by inputting the client identification data, which is beneficial to quickly query the client 20.

In addition, in this embodiment, after the server unit 12 selects the target case record data (etc.), for example, it will perform predictive analysis on the target case record data (etc.) by running a problem prediction model, and generate And send one or more prediction questions to the server 11. Moreover, the server 11 will, for example, import the prediction question(s) into the reference information field D234 of the user operation interface D23 for the customer service staff 10 to browse. Specifically, each predicted question indicates, for example, the content that the customer 20 is more likely to ask. Therefore, the predicted question(s) is beneficial for the customer service staff 10 to prepare in advance the content that the customer 20 may ask.

Referring to FIG. 5 and in conjunction with FIGS. 1 and 2, in a second example scenario, a customer-side demand message received by the server unit 12 (here, it is referred to as a second customer-side demand message in FIG. 5) M12) can be, for example, "Hello, I want to check the amount of claims, the case number is 17121532880001".

For the second client demand message M12, the server unit 12, for example, determines the demand expressed by the second client demand message M12 for the claim amount, and also determines that the second client demand message M12 indicates a specific Case number.

At this time, for example, the server unit 12 first selects a target case record data corresponding to the specific case number from the case record data in the case database D21 according to the specific case number, and then obtains the target case record data from the target case record. A claim amount and a scheduled credit date included in the target case record.

And, in the second example scenario, by running the question and answer module D22, the response guidance text message generated by the server unit 12 (here, it is taken as a second response guidance text message M22 in FIG. 5), for example It will indicate the claim amount and the scheduled crediting date. More specifically, for example, the second response guidance text message M22 can be, for example, "The inquiry has been completed for you. The claim amount is 66,600 yuan this time, and it is estimated to be 11 The account will be credited before the 5th of the month. Do you need to make other inquiries for you?", but it is not limited to this.

Moreover, since the server unit 12 determines that the second client demand message M12 indicates the specific case number, in the second example scenario, the service guide data generated by the server unit 12 further includes, for example, A detailed query option N22 corresponding to a specific case number (shown in Figure 5).

Moreover, in the second example scenario, when the server 11 receives the service guide data, it will include the second response guide text message M22 contained in the service guide data and the detailed query as shown in FIG. 5 Option N22 is also added to the message window field D231 of the user operation interface D23 for display. Wherein, the second response guidance text message M22 is used to guide the customer service staff 10 to respond to the needs of the customer 20, and the detailed query option N22 is presented as a clickable hyperlink, but not as a hyperlink This is limited.

Furthermore, in the second example scenario, when the server 11 determines that the detailed query option N22 is operated (for example, when it is clicked), the server 11 will generate and transmit a number indicating the specific case The query request to the server unit 12. When the server unit 12 receives the query request from the server 11, the server unit 12 generates and sends a pair of case record data corresponding to the specific case number (ie, the target case record data) The detailed data of the requested case should be queried to the server 11 for the server 11 to display the detailed data of the case.

In this embodiment, in addition to the claim amount and the scheduled crediting date, the case detail data may also include details of the claim amount and the credit account, etc., for example. Thereby, the customer service staff 10 can selectively operate the detailed query option N22 to obtain more information related to the target case record to provide query services to the client 20.

Referring to FIG. 6 in conjunction with FIGS. 1 and 2, in a third example scenario, a customer-side demand message received by the server unit 12 (here, it is referred to as a third-client-side demand message in FIG. 6) M13) can be, for example, "What is the amount that can be recovered when the policy is cancelled?".

For the third customer demand message M13, the server unit 12 may determine that the third customer demand message M13 expresses a contract cancellation demand for insurance products, but does not indicate a specific policy number. Therefore, in the third example scenario, by running the question and answer module D22, the response guidance text message generated by the server unit 12 (here as a third response guidance text message M23 in FIG. 6) can be For example, "Hello, I am very happy to serve you. Please provide the policy number or your ID card number you want to inquire", but it is not limited to this.

Further, since the server unit 12 determines that the third client demand message M13 expresses an intention to close the contract, in the third example scenario, the service guide data generated by the server unit 12 further includes a pair of The reason for termination of the contract should be confirmed by the third client's demand message M13 and prompt N23 (shown in Figure 6).

Moreover, in the third example scenario, when the server 11 receives the service guide data, it will show the third response guide text message M23 contained in the service guide data and the reason for cancellation as shown in FIG. 6 The confirmation prompt N23 is also added to the message window field D231 of the user operation interface D23 to be displayed. Wherein, the third response guidance text message M23 is used to guide the customer service staff 10 to ask the customer 20 for specific identification information or policy number, so as to facilitate access to the relevant policy information of the customer 20, and the reason for termination is confirmed. N23 is used to prompt the customer service staff 10 to try to confirm to the customer 20 the reason for canceling the insurance product contract, but it is not limited to this.

Referring to FIG. 7 and in conjunction with FIGS. 1 and 2, in a fourth example scenario, a customer-side demand message received by the server unit 12 (here, it is referred to as a fourth customer-side demand message in FIG. 7) M14) can be, for example, "I want to cancel the policy, the policy number is 9123456790".

For the fourth customer-side demand message M14, the server unit 12, for example, determines that the fourth customer-side demand message M14 expresses the intention to terminate the contract in the specific language for the insurance product, and also determines the fourth customer-side demand The message M14 indicates a specific case number.

At this time, in the fourth example scenario, by running the question and answer module D22, the response guidance text message generated by the server unit 12 (here, it is taken as a fourth response guidance text message M24 in FIG. 7) For example, indicate a question, and it can be, for example, "Hello, I am glad to serve you. Is it convenient to understand the reason why you want to cancel the contract?", but it is not limited to this.

Further, in the fourth example scenario, the service guide data generated by the server unit 12 further includes a plurality of customer feedback options N24 (shown in FIG. 7), and each customer feedback option N24 indicates a corresponding The feedback content of the problem indicated by the fourth client demand message M14. More specifically, the customer feedback options N24 are, for example, used to indicate the possible response content of the customer 20 to the question indicated by the fourth response guidance text message M24. Take the fourth customer demand message M14 as an example. The feedback content indicated by the customer feedback option N24 can be, for example, "difficulty in renewing premiums", "requires cash in the near future", and "willing to transfer to other "Peer", "Other" and "Refuse to answer", but not limited to this.

Moreover, in the fourth example scenario, when the server 11 receives the service guide data, it will show the fourth response guide text message M24 contained in the service guide data and the customers as shown in FIG. 7 The feedback option N24 is also added to the message window field D231 of the user operation interface D23 for display. Wherein, the fourth response guidance text message M24 is used to guide the customer service staff 10 to confirm to the customer 20 the reason why they want to terminate the contract in spoken language, and the customer feedback options N24 are used for the customer service staff 10 to follow the customer 20 answers are selected.

Furthermore, in the fourth example scenario, when the server 11 determines that one of the customer feedback options N24 is selected, the server 11 will be selected as indicated by the customer feedback option N24 The feedback content is added to a customer communication record. For example, suppose the server 11 determines that the customer feedback option N24 whose feedback content is "difficulty in renewing premiums" is selected, then the server 11 will add "difficulty in renewing premiums" to the customer, for example Communication records, but not limited to this.

The above is the different operation modes of the customer service assistance system 1 of this embodiment in different situations. However, it should be understood that the various operation modes in the foregoing scenario are only exemplary descriptions, and are not used to limit the scope of implementation of the present invention.

In summary, by displaying the service guide data generated by the server unit 12 on the message window field D231 of the user operation interface D23 by the server 11, the customer service assistance system 1 can effectively guide the customer service staff 10 in The two-way voice communication provides telephone consultation services to the incoming customers 20 with appropriate content, and helps the customer service staff 10 quickly solve the problems of the customers 20, reduces the call time and improves the service efficiency, so it can indeed achieve the goal of new cost.

However, the above are only examples of the present model, and should not be used to limit the scope of implementation of the present model, all simple equivalent changes and modifications made in accordance with the patent scope of the present model application and the contents of the patent specification still belong to This new patent covers the scope.

1: Customer service assistance system 11: server 12: Servo unit D11: Speech-to-text model D21: Case database D22: Q&A Module D23: User interface 2: client 10: Customer service staff 20: Customers D231: Message window field D232: Case list field D233: Customer data field D234: Reference information field L: List of service cases S1~S4: steps M11: The first client's demand message M21: First answer guide text message M12: Second client demand message M22: Second response guide text message N22: Detailed query options M13: Third-party demand information M23: Third response guide text message N23: Confirmation prompt for termination reason M14: Fourth customer demand message M24: Fourth response guide text message N24: Customer feedback option

The other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, among which: FIG. 1 is a block diagram of an embodiment of the new customer service assistance system applied to a client; FIG. 2 is a schematic diagram illustrating a user operation interface displayed on a server of the embodiment; FIG. 3 is a schematic diagram illustrating the operation flow of this embodiment by way of example; FIG. 4 is a schematic diagram exemplarily showing a situation of a message window field of the user operation interface in a first example scenario; FIG. 5 is a schematic diagram exemplarily showing the situation of the message window field in a second example situation; FIG. 6 is a schematic diagram exemplarily showing the situation of the message window field in a third example situation; and FIG. 7 is a schematic diagram exemplarily showing the situation of the message window field in a fourth example situation.

1: Customer service assistance system

11: server

12: Servo unit

D11: Speech-to-text model

D21: Case database

D22: Q&A Module

D23: User interface

2: client

10: Customer service staff

20: Customers

Claims (7)

A customer service assistance system, suitable for electrical connection with a client, and includes: A server for displaying a user operation interface including a message window field, and the server is suitable for establishing a two-way voice communication with the client; and A server unit, electrically connected to the server, has a plurality of question and answer modules; among them: In the case of the two-way voice communication between the server and the client, when the server receives a client voice message from the client, the client voice message is converted into a client demand message, and Corresponding to one of the question and answer modules, and add the selected question and answer module to the message window field, and the server also sends the client's demand message to the server unit; The server unit generates and sends service guide data corresponding to the customer's demand message to the server according to the corresponding question and answer module, wherein the service guide data includes at least one response that can be used to respond to the customer's demand message Lead text message; When the server receives the service guide data, the response guide text message of the service guide data is added to the message window field. The customer service assistance system according to claim 1, wherein the customer demand message includes one of a plurality of needs expressed by the customer voice message, and the server unit is generated based on the Q&A module corresponding to the customer demand message The service guide information. The customer service assistance system according to claim 2, wherein, when the server determines that the customer’s demand message meets one of the Q&A modules, the Q&A module further confirms that the customer expresses a query semantics, and points out A specific case number. At this time, the server unit will obtain the case record data corresponding to the specific case number from a case database according to the specific case number, and then generate the response guidance text message of the service guidance material based on the case record data . The customer service assistance system described in claim 3, wherein: The service guide material also contains a pair of detailed query options corresponding to a specific case number; When the server receives the service guide data, it also adds the detailed query option of the service guide data to the message window field, and the server generates and sends an indication when the detailed query option is operated The query request of the specific case number is sent to the server unit; When the server unit receives the query request, it generates and sends a case detail data to the server according to the case record data corresponding to the specific case number, so that the server can display the case detail data. The customer service assistance system according to claim 1, wherein, when the server determines that the customer’s demand information meets one of the question and answer modules, and the question and answer module further confirms that the customer expresses an intention to terminate the contract, the The service guide data generated by the server unit also includes a confirmation prompt for the termination reason, and when the server receives the service guide data, the service guide data also adds the termination reason confirmation prompt to the message window field . The customer service assistance system according to claim 1, wherein the response guidance text message of the service guidance material indicates a problem, and the service guidance material further includes a plurality of customer feedback options, and each customer feedback option indicates a corresponding The feedback content of the question, and when one of the customer feedback options is selected by the server, the server adds the feedback content indicated by the selected customer feedback option to a customer communication record. The customer service assistance system described in claim 1, wherein: The user interface also includes a case list field; The server also sends a client identification data related to the client to the server unit; When the server unit receives the client's identification data, it obtains at least one pair of case record data corresponding to the client's identification data from a case database, and transmits the case record data to the server; and When the server receives the case record data, it generates a service case list based on a summary part contained in the case record data, and displays the service case list in the case list field.

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