WO2013063955A1 - Système de service à la clientèle et procédé de « pousser » de données de service client - Google Patents

Système de service à la clientèle et procédé de « pousser » de données de service client Download PDF

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Publication number
WO2013063955A1
WO2013063955A1 PCT/CN2012/078880 CN2012078880W WO2013063955A1 WO 2013063955 A1 WO2013063955 A1 WO 2013063955A1 CN 2012078880 W CN2012078880 W CN 2012078880W WO 2013063955 A1 WO2013063955 A1 WO 2013063955A1
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Prior art keywords
service
information
user
application
keyword
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PCT/CN2012/078880
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English (en)
Chinese (zh)
Inventor
刘波
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中兴通讯股份有限公司
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Publication of WO2013063955A1 publication Critical patent/WO2013063955A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/55—Push-based network services

Definitions

  • the invention relates to a customer service technology in the field of communication, in particular to a customer service system based on a social network SNS application, a Web2.0 application, an instant communication IM application and a customer service information pushing method thereof.
  • SNS information published by the user is forwarded to the corresponding business system, thereby providing targeted personalized customization services for the user;
  • the traditional customer service system requires users to use specific tools in order to provide services, unable to meet the user's access to various SNS and IM protocols in the market, and to complete multi-user and multi-channel according to the specific needs of users.
  • Information push service
  • the traditional customer service system cannot meet the requirements for users to access the customer service system by using various IM tools, or after accessing the system, the information published by the user cannot be routed to the relevant business system for further in-depth service according to the actual service situation.
  • the limitations of traditional customer service systems are not limited to the above.
  • the purpose of the embodiments of the present invention is to provide a customer service system and a customer service information push method, which can better solve the problems of poor user experience and low satisfaction caused by the limitations of the traditional customer service system.
  • a method for pushing customer service information is provided: acquiring user release information or service request information published by a user through an internet application; performing semantic analysis, extraction, or generation on the user release information or service request information Keyword or phrase;
  • a customer service system including:
  • An information obtaining module configured to: obtain user release information or service request information that is published by a user through an internet application;
  • a semantic analysis module configured to: perform semantic analysis on the user release information or service request information, extract or generate keywords or phrases;
  • the keyword routing module is configured to: forward the user publishing information or service request information to the self-service service or the manual service service according to the keyword or the phrase, so as to send the customer service information to the user.
  • FIG. 1 is a flowchart of a method for pushing customer service information according to an embodiment of the present invention
  • FIG. 2 is a schematic structural diagram of a customer service system according to an embodiment of the present invention.
  • FIG. 3 is an active service process provided by an embodiment of the present invention.
  • FIG. 4 is a flow chart of a passive service provided by an embodiment of the present invention.
  • the embodiment of the present invention needs to refine and integrate the SNS, IM, and Web2.0 information published by the user initiated or automatically retrieved by the user through the SNS application or the instant messaging IM application or the Web2.0 application, using the word segmentation technology, semantic analysis, The technology of unified encapsulation of the private protocol, extracting or generating keywords or phrases about the information posted by the user, and triggering the corresponding preset self-service and manual service business processes according to the keyword routing dictionary predefined by the customer service system, The information is routed to an internal service processing system, such as: a short message service processing system, an automatic outbound call system, or a human agent queued through a CTI server.
  • an internal service processing system such as: a short message service processing system, an automatic outbound call system, or a human agent queued through a CTI server.
  • embodiments of the present invention should have at least the following features:
  • IMs for SNS applications or Web2.0 applications, shield the details of specific application protocols, and provide a unified access method.
  • users can use MSN, QQ, GTAKL, Various applications, such as Weibo, obtain the services provided by the customer service system, and the obtained services may be service requests initiated by the user, or may be services provided by the system to actively provide the user by retrieving the information posted by the user;
  • FIG. 1 is a flowchart of a method for pushing customer service information according to an embodiment of the present invention. As shown in FIG. 1, the method includes:
  • Step 101 The information acquisition module acquires user release information or service request information that is published by the user through the Internet application.
  • the step 101 includes: the information acquisition module retrieves the SNS application server or the Web2.0 application server in real time, and filters the dictionary according to the preset keywords, and automatically captures the user release information published by the user through the SNS application or the Web2.0 application.
  • the step 101 includes: after the user adds or pays attention to the service account provided by the customer service system through the SNS application or the IM application, the information acquisition module acquires the service request information that the user actively sends to the service account through the SNS application or the IM application.
  • a protocol conversion step is further included, including: the protocol adapter converting the protocol to an internal customization protocol of the customer service system.
  • Step 102 The semantic analysis module performs semantic analysis on the user release information or the service request information, and extracts or generates a keyword or a phrase.
  • Step 103 The keyword routing module forwards the user publishing information or the service request information to the self-service service or the manual service service according to the keyword or the phrase, so as to push the customer service information to the user.
  • the step 103 includes: the keyword routing module searches for a business process matching the keyword or the phrase through a predefined keyword routing dictionary; when triggering the business process of the self-service business, The self-service service automatically sends the customer service information to the user according to the user release information or the service request information; when the business process of the manual service service is triggered, the keyword routing module sends the queue information to the computer telephony integrated CTI server, and is configured by the CTI server. According to the queuing information, the artificial agent using the application service skill is sent to send the customer service information to the user.
  • the step of the customer service information pushing step further includes: after receiving the customer service information sent by the manual service service or the self service service, the message routing module forwards the customer service information to the protocol adapter; the protocol adapter sends the customer service information
  • the internal custom protocol used is converted to the customer service information converted by the user and forwarded to the user.
  • the step 103 further includes: when the keyword routing module triggers the service process of the other service service according to the service request information, the other service service provides the user with the user according to the contact information provided by the user including the phone number or the fax number or the email address.
  • FIG. 2 is a schematic structural diagram of a guest system according to an embodiment of the present invention. As shown in FIG. 2, the customer service system includes:
  • the information acquisition module is configured to obtain user release information or an application published by the user through the Internet application.
  • the information obtaining module can retrieve the SNS server or the Web2.0 server in real time, and filter the dictionary according to the preset keywords, and automatically capture the user publishing information published by the user through the SNS application or the Web2.0 application.
  • the information obtaining module may further obtain the service request information that the user actively sends to the service account by using the SNS application or the IM application after the user adds or pays attention to the service account provided by the customer service system through the SNS application or the IM application.
  • the semantic analysis module is configured to perform semantic analysis on the user release information or the service request information, and extract or generate a keyword or a phrase. That is, the semantic analysis module executes a semantic analysis program that extracts or generates a corresponding keyword or phrase by analyzing a simple natural language input by the user.
  • a keyword routing module configured to forward the user publishing information or service request information to a self-service service or a manual service service according to the keyword or the phrase, so as to send a customer service letter to the user Interest. That is, the keyword routing module executes a keyword routing program, and according to information published or provided by the user, and keywords or phrases extracted or generated by the semantic analysis module, combined with a predefined keyword routing dictionary, will include The user information of the content such as the user publishing information or the service request information is routed to different service processing modules, and the preset business process flow is triggered to provide customized personalized service for the user.
  • the message routing module is configured to forward the customer service information to the protocol adapter after receiving the customer service information sent by the self service service or the manual service service.
  • a protocol adapter configured to convert the SNS application or the IM protocol application private protocol used by the user release information or the service request information into an internal customization protocol of the customer service system, and use the internal information of the customer service information Define the protocol to be converted to a private protocol for the SNS application or IM application or Web 2.0 application used by the user. That is to say, the protocol adapter executes a protocol adaptation program, completes mutual conversion between the external protocol and the internal protocol, and shields the private protocol details of various SNS applications, IM applications, and Web2.0 applications, and provides unified functions for upper layer applications and users.
  • the interface allows the user to access the customer service system using various application tools, and the internal different service processing modules can complete the interaction with the user through the protocol adaptation program executed by the protocol adapter.
  • the information sending module is configured to forward the customer service information after the protocol conversion to the user.
  • the user can access the customer service system through various forms of SNS applications and IM applications.
  • the customer service system can actively utilize powerful keyword filtering and retrieval functions. Grab the information of the user's SNS application and Web2.0 application. After obtaining the service request information of the user or the user posting information to the user, semantically analyzing the content of the information, extracting or generating a keyword or a phrase, and transferring the service to the corresponding business process flow through the keyword routing module , to provide users with targeted personalized services.
  • FIG. 3 shows an active service flow provided by an embodiment of the present invention.
  • the active service process includes several important processes such as information retrieval, protocol conversion, semantic analysis, keyword routing, automatic or manual push of service messages, and the like. Implementation, the active service process is as follows:
  • Step 1 The information acquisition module executes a keyword filtering program, and performs real-time scanning on the specified SNS application server and the WEB2.0 application server according to the preset keyword filtering dictionary, and captures the character.
  • the required user publishes information, and the user publishes the information by the user by using an SNS application or a Web 2.0 application, such as Kaixin.com, Renren.com, blog, etc.;
  • Step 2 Send the user information to the protocol conversion module, where the user information includes information such as user release information and user ID.
  • Step 1 The protocol conversion module converts the SNS application used by the user to publish the information or the private protocol of the Web2.0 application into an internal customization protocol of the customer service system;
  • Step 2 Forward the protocol-converted user release information to the semantic analysis module.
  • Step 1 The semantic analysis module analyzes the user publishing information, and extracts or generates a corresponding key word or phrase;
  • Step 2 Submit the keyword or phrase to the keyword routing module.
  • Keyword routing routing user information to different service processing modules according to a predefined keyword dictionary, triggering corresponding business processes to provide personalized services for users.
  • Step 1 The keyword routing module matches the predefined keyword routing dictionary according to the keyword or phrase submitted by the voice analysis module, and forwards the user information to the corresponding service processing module according to the business process defined by the dictionary;
  • Step 2 If the business process of the self-service business is triggered, the corresponding sub-service process is triggered, and the customer service information is automatically sent to the user, that is, the customized service message is pushed to the user;
  • Step 3 If the business process of the manual service service is triggered, the queuing information is submitted to the CTI server, and the CTI server queues to the corresponding media processing skill according to the access media type of the SNS application or the Web2.0 application used by the user.
  • the artificial agent and the artificial agent perform corresponding processing according to the user information.
  • the CTI server queues the user's published information published by the microblog to the artificial agent with the Weibo service skill, so that the manual agent sends the customer service information to the user according to the user information, that is, pushes the customized service message to the user.
  • the message routing module routes the service message to the corresponding processing flow of the protocol adapter according to the message type, and after the protocol adapter completes the conversion of the internal and external protocols, the information sending module pushes the service message after the protocol conversion to the user ;
  • Manual push step of the service message After the manual agent processes the user information, the customized customer service information is pushed to the user, that is, the customized personalized service message, and the message routing module routes the service message to the protocol adapter according to the message type.
  • the processing flow after the protocol adapter completes the conversion of the internal and external protocols, the information sending module pushes the service message after the protocol conversion to the user.
  • the message routing module pushes the customer service information to the corresponding user application according to the type of the user information. For example, when the user posts the user posting information through the microblog, the message routing module routes the customer service information to the user microblog; the user passes the blog. When the user publishes the information, the message routing module routes the customer service information to the user blog.
  • FIG. 4 shows a passive service flow provided by an embodiment of the present invention.
  • the passive service process is automatically or manually converted by media information access, protocol conversion, semantic analysis, keyword routing, and user interaction.
  • the service is implemented in several important processes.
  • the passive service process is as follows: 1. Access to media information
  • Step 1 After the user initiates a service request to the service account by paying attention to or adding the service account provided by the customer service system, the information acquisition module acquires the service request information of the user, and the service request information is used by the user by using a specific SNS application or IM.
  • Application publishing such as Weibo, QQ, MSN, etc.;
  • Step 2 Send the user information to the protocol conversion module, where the user information includes information such as service request information and user ID.
  • Step 1 The protocol conversion module converts the SNS application used by the service request information or the private protocol of the IM application into an internal customization protocol of the customer service system;
  • Step 2 Forward the protocol-converted service request information to the semantic analysis module.
  • Step 1 The semantic analysis module analyzes the service request information, and extracts or generates corresponding keywords and phrases; Step 2: Submit the keyword or phrase to the keyword routing module.
  • Step 1 The keyword routing module matches the predefined keyword routing dictionary according to the keyword or phrase submitted by the semantic analysis module, and forwards the user information to the corresponding business processing module according to the business process defined by the dictionary;
  • Step 2 If the business process of the self-service business is triggered, the corresponding sub-service process is triggered, and the customer service information is automatically sent to the user, that is, the customized service message is pushed to the user;
  • Step 3 If the service process of the manual service service is triggered, the queuing information is submitted to the CTI server, and the CTI server queues to the corresponding artificial agent having the media processing skill according to the access media type used by the user or the access media type of the IM application.
  • the artificial agent performs corresponding processing according to the user information.
  • the CTI server queues the service request initiated by the user to the QQ to the artificial agent with the QQ service skill, and queues the service request initiated by the user to the MSN with the MSN service skill, so that the manual agent sends the customer service according to the user information.
  • Information that is, pushing customized service messages to users.
  • Step 4 If the business process of other service services is triggered, the user is asked about other contact modes of the user, and the corresponding business process is triggered. For example, when the user requests further service, the user is requested to provide other contact information such as telephone number, fax number, and email address.
  • the automatic push step of the service message the service flow of the self service service automatically sends the service message to the message routing module, and the message routing module routes the service message to the corresponding processing flow of the protocol adapter according to the message type, and the protocol adapter completes the internal and external protocol.
  • the information transmission module pushes the protocol-converted service message to the user.
  • Manual push step of the service message After the manual agent processes the user information, the customized customer service information is pushed to the user, that is, the customized personalized service message, and the message routing module routes the service message to the protocol adapter according to the message type.
  • the processing flow after the protocol adapter completes the conversion of the internal and external protocols, the information sending module pushes the service message after the protocol conversion to the user.
  • the user is provided with services until the user voluntarily withdraws from the service or The user service requirements are met, and the human agent actively terminates the service process.
  • the message routing module pushes the customer service information to the corresponding user application according to the type of the user information. For example, when the user initiates the service request through the QQ, the message routing module routes the customer service information to the user QQ; the user initiates the service request through the MSN. The message routing module routes the customer service information to the user MSN.
  • the user is asked about the relevant contact information, and then transferred to the corresponding business processing module. If the user provides a telephone number to request manual voice service, the user is queued to the voice service agent to perform manual voice service for the user; if the user requests a service request for sending a text message, the user sends a text message to the user. In addition, you can also provide services such as email and fax services to users.
  • the user can use the simple natural language to automate the service or provide the manual service by the system, or select the traditional voice call, SMS, fax, etc. to support the system to provide the system.
  • Service solve the problem for the user or push the content he is interested in to the user;
  • each module/unit in the foregoing embodiment may be implemented in the form of hardware, or may use software functions.
  • the form of the module is implemented.
  • the invention is not limited to any specific form of combination of hardware and software. It is to be understood that the invention may be embodied in various other modifications and changes without departing from the spirit and scope of the invention.
  • the embodiment of the invention can provide the customer service information actively and passively, and can mine the potential needs of the user and improve the user experience.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Information Transfer Between Computers (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention se rapporte à un système de service à la clientèle et à un procédé de « pousser » de données de service client. Le procédé selon l'invention consiste : à acquérir des données de distribution d'utilisateur ou des données de demande de service qui sont distribuées par un utilisateur via une application Internet ; à exécuter une analyse sémantique sur les données de distribution d'utilisateur ou sur les données de demande de service, et à extraire ou à générer un mot-clé ou une phrase ; à transférer les données de distribution d'utilisateur ou les données de demande de service à une activité de libre-service ou à une activité de service manuel, sur la base du mot-clé ou de la phrase, de sorte à « pousser » des données de service client à destination de l'utilisateur.
PCT/CN2012/078880 2011-10-31 2012-07-19 Système de service à la clientèle et procédé de « pousser » de données de service client WO2013063955A1 (fr)

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CN201110337505.3 2011-10-31
CN201110337505.3A CN103095753B (zh) 2011-10-31 2011-10-31 一种客服系统及客服信息推送方法

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CN103501347A (zh) * 2013-10-14 2014-01-08 中国联合网络通信集团有限公司 资源分配方法及装置
CN103501347B (zh) * 2013-10-14 2016-08-10 中国联合网络通信集团有限公司 资源分配方法及装置
CN109710402A (zh) * 2018-12-17 2019-05-03 平安普惠企业管理有限公司 处理资源获取请求的方法、装置、计算机设备和存储介质
CN113438377A (zh) * 2021-05-26 2021-09-24 上海声通信息科技股份有限公司 一种智能语音客服交换系统
CN115051962A (zh) * 2022-05-26 2022-09-13 深圳腾银信息咨询有限责任公司 一种自动化的私域池建立方法、装置、系统及介质

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