CN102739557B - User's shunt method in customer service and device - Google Patents
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Abstract
The invention discloses the user's shunt method in a kind of customer service and device, belong to networking technology area。The method includes: receive the manual service request of user；Attribute according to described user, distributes to corresponding service end by described user。This device includes: receiver module and distribution module。When the present invention is by asking in the manual service receiving user, user is distributed to the service end that its attribute is corresponding by the attribute according to user, make in customer service system, can by user is carried out identification user be tapped, the user being different attribute by different service ends provides service, substantially increases the utilization rate of automatic question answering in customer service system, not only increases the utilization rate of automatically request-answering system, improve customer service efficiency, also improve the specific aim of customer service。
Description
Technical field
The present invention relates to networking technology area, particularly to the user's shunt method in a kind of customer service and device。
Background technology
Customer service is in modern enterprise running, an indispensable ring。For Large-Scale Interconnected net enterprise, in the face of the user of magnanimity services request, all adopt the mode of manual service, cost of serving is undoubtedly huge, therefore releasing online self-help serving system all one after another, wherein customer service robot is experienced because of it, it is possible within 24 hours, automatically reply customer problem, and becoming most important a kind of Self-Service instrument, for instance little second-class customer service robot is washed in a pan by little U.S. of little Yi, MSN of Netease, Ali Wang Wang。
When customer service robot automatically reply can not solve customer problem well time, introducing manual service in systems is effective measures, but existing technology adopts the parallel mode (such as Alipay customer service robot-payment Xiaobao) providing manual service, any user can arbitrarily select automatic question answering or artificial online service in systems, when user selects automatic question answering, customer service robot returns the answer mated most from the knowledge base of backstage or returns the answer language (when knowledge base does not have the matching content of correspondence) designed in advance；When user selects artificial online service, then problem is manually answered by backstage customer service seat personnel。
After prior art is analyzed, inventor have found that prior art at least has the drawback that
Automatic question answering and artificial online service are simultaneously parallel to be provided, user can arbitrarily select, artificial online service is selected not have any threshold for a user, therefore automatic question answering can be walked around, directly use manual service, the problem that originally can be solved by automatically request-answering system is made also to flow manual service channel, so will be unfavorable for controlling manual service number of requests, add cost of serving, and owing to some high-end users (such as paying customer) or the real user being badly in need of artificial help could not enough enjoy Priority Service, reduce the customer service satisfaction of targeted customer。
Summary of the invention
Embodiments provide the user's shunt method in a kind of customer service and device。Described technical scheme is as follows:
A kind of user shunt method in customer service, including:
Receive the manual service request of user；
Attribute according to described user, distributes to corresponding service end by described user。
Attribute according to described user, distributes to corresponding service end by described user, specifically includes:
Obtain the attribute reference value of user according to preset algorithm, and judge that whether the attribute reference value of described user is less than predetermined threshold value, if it is, described user to be distributed to non-instant communication service end；If it is not, then described user is distributed to instant messaging service end。
After described user distributes to non-instant communication service end, described method also includes:
When receiving the answer of the described problem that described non-instant communication service end returns, notify that described user checks described answer。
Calculate the attribute reference value of user according to preset algorithm, specifically include:
Obtain payment type and the liveness of described user, apply described preset algorithm and described payment type and liveness are calculated, obtain the attribute reference value of described user。
Obtain payment type and the liveness of described user, also include:
Obtain the type of the problem of described user input, correspondingly,
Apply described preset algorithm described payment type and liveness are calculated, obtain the attribute reference value of owning user, specifically include:
Apply described preset algorithm the type of the problem that described user inputs, described payment type and liveness are calculated, obtain the attribute reference value of described user。
Obtain payment type and the liveness of described user, specifically include:
Account according to described user obtains the liveness of payment type corresponding to described account and described user from Service Database。
Before receiving the manual service request of user, also include:
Problem according to user's input is to described user feedback answer；
When problem described in described user feedback is unresolved or described answer is unsatisfied with, trigger manual service。
A kind of user part flow arrangement in customer service, including:
Receiver module, for receiving the manual service request of user；
Distribution module, for the attribute according to described user, distributes to corresponding service end by described user。
Described distribution module includes:
Attribute reference value acquiring unit, for obtaining the attribute reference value of user according to preset algorithm,
Whether judging unit, be used for the attribute reference value judging described user less than predetermined threshold value, if it is, trigger the first allocation units for described user distributes to non-instant communication service end；If it is not, then trigger the second allocation units for described user being distributed to instant messaging service end。
Described device also includes:
User's notification module, for when receiving the answer of the described problem that described non-instant communication service end returns, notifying that described user checks described answer。
Described attribute reference value acquiring unit includes:
Obtain subelement, for obtaining payment type and the liveness of described user,
Computation subunit, is used for applying described preset algorithm and described payment type and liveness is calculated, obtain the attribute reference value of described user。
Described acquisition subelement is additionally operable to obtain the type of the problem of described user input, correspondingly,
The type of the problem that described user inputs, described payment type and liveness are calculated by described computation subunit specifically for applying described preset algorithm, obtain the attribute reference value of described user。
Described acquisition subelement specifically for obtaining the liveness of payment type corresponding to described account and described user according to the account of described user from Service Database。
Described device also includes:
Answer feedback module, for according to the problem of user's input to described user feedback answer；
Manual service trigger module, for when problem described in described user feedback is unresolved or described answer is unsatisfied with, triggering manual service。
The technical scheme that the embodiment of the present invention provides provides the benefit that:
During by asking in the manual service receiving user, user is distributed to the service end that its attribute is corresponding by the attribute according to user, make in customer service system, can by user is carried out identification user be tapped, the user being different attribute by different service ends provides service, substantially increases the utilization rate of automatic question answering in customer service system, not only increases the utilization rate of automatically request-answering system, improve customer service efficiency, also improve the specific aim of customer service。
Accompanying drawing explanation
In order to be illustrated more clearly that the embodiment of the present invention or technical scheme of the prior art, the accompanying drawing used required in embodiment or description of the prior art will be briefly described below, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those of ordinary skill in the art, under the premise not paying creative work, it is also possible to obtain other accompanying drawing according to these accompanying drawings。
Fig. 1 is the flow chart of the user's shunt method in the customer service that the embodiment of the present invention provides；
Fig. 2 is the flow chart of the user's shunt method in the customer service that the embodiment of the present invention provides；
Fig. 3 is the structural representation of the user's part flow arrangement in the customer service that the embodiment of the present invention provides；
Fig. 4 is the structural representation of the user's part flow arrangement in the customer service that the embodiment of the present invention provides；
Fig. 5 is the structural representation of the user's part flow arrangement in the customer service that the embodiment of the present invention provides；
Fig. 6 is the structural representation of the user's part flow arrangement in the customer service that the embodiment of the present invention provides；
Fig. 7 is the structural representation of the user's part flow arrangement in the customer service that the embodiment of the present invention provides。
Detailed description of the invention
For making the object, technical solutions and advantages of the present invention clearly, below in conjunction with accompanying drawing, embodiment of the present invention is described further in detail。
Before user's shunt method in introducing customer service provided by the invention, first the rudimentary knowledge of the present invention is briefly described:
Customer service robot, refers to the robot system for customer service, and this system usually utilizes the computer program of the technology establishments such as artificial intelligence, search, knowledge base, for replacing manually answering the problem that user proposes。
ICS (InternetCustomerServiceSystem, online customer service system), refers to user and carries out puing question to message, and customer service is attended a banquet and carried out non real-time answer, and provides user to check the function puing question to result。
The artificial customer service instrument of IM (InstantMessaging, instant messaging), refers to the immediate communication tool of a kind of multi-to-multi for live customer service, such as the enterprise QQ instrument thus of company of Tengxun。
Embodiment 1
In order to improve customer service efficiency, embodiments providing the user's shunt method in a kind of customer service, referring to Fig. 1, the method includes:
101: receive the manual service request of user；
102: the attribute according to described user, described user is distributed to corresponding service end。
Wherein, the attribute according to described user, described user is distributed to corresponding service end, specifically includes:
Obtain the attribute reference value of user according to preset algorithm, and judge that whether the attribute reference value of described user is less than predetermined threshold value, if it is, described user to be distributed to non-instant communication service end；If it is not, then described user is distributed to instant messaging service end。
Further, after described user distributes to non-instant communication service end, described method also includes:
When receiving the answer of the described problem that described non-instant communication service end returns, notify that described user checks described answer。
Wherein, calculate the attribute reference value of user according to preset algorithm, specifically include:
Obtain payment type and the liveness of described user, apply described preset algorithm and described payment type and liveness are calculated, obtain the attribute reference value of described user。
Wherein, obtain payment type and the liveness of described user, also include:
Obtain the type of the problem of described user input, correspondingly,
Apply described preset algorithm described payment type and liveness are calculated, obtain the attribute reference value of owning user, specifically include:
Apply described preset algorithm the type of the problem that described user inputs, described payment type and liveness are calculated, obtain the attribute reference value of described user。
Obtain payment type and the liveness of described user, specifically include:
Account according to described user obtains the liveness of payment type corresponding to described account and described user from Service Database。
Further, before receiving the manual service request of user, also include:
Problem according to user's input is to described user feedback answer；
When problem described in described user feedback is unresolved or described answer is unsatisfied with, trigger manual service。
The method that the present embodiment provides, during by asking in the manual service receiving user, user is distributed to the service end that its attribute is corresponding by the attribute according to user, make in customer service system, it is possible to by user is carried out identification user to be tapped, different service ends the user being different attribute provides service, substantially increase the utilization rate of automatic question answering in customer service system, not only increase the utilization rate of automatically request-answering system, improve customer service efficiency, also improve the specific aim of customer service。
Embodiment 2
In order to improve customer service efficiency, embodiments providing the user's shunt method in a kind of customer service, the executive agent of the method is the customer service device in customer service robot or customer service system, and the method illustrates with executive agent for the artificial example of customer service machine, referring to Fig. 2, the method includes:
201: the problem that customer service robot receives user's input；
Those skilled in the art can be known, when user uses customer service functions, in the enquirement interface input problem that customer service system or customer service robot provide, when customer service system or customer service robot receive the problem of user's input, namely trigger customer service system or customer service robot provides the user service。
202: the problem that customer service robot inputs according to user, backstage knowledge base is retrieved the answer of this problem, in time retrieving answer, performs step 203, when not retrieving answer, perform step 204；
In the present embodiment, part matching way can be applied when problem is retrieved, key word is retrieved, as, the problem of user is " how applying for Elopichthys bambusa user ", and this asks that KWIC can be " application "+" Elopichthys bambusa user ", then, the two key word is utilized to retrieve answer in the knowledge base of backstage, and by answer feedback to user。
203: by the answer feedback that retrieves to user, perform step 205；
During owing to utilizing keyword retrieval backstage knowledge base, it is possible to have one or more answer, so when feeding back answer, it is possible to the one or more answers retrieved are sorted from high to low according to dependency, feeds back to user simultaneously, improve the efficiency of automatic question answering。
204: customer service robot notifies in the knowledge base of user backstage not for the answer of this problem；
When not answer corresponding with problem in the knowledge base of backstage, customer service robot can provide the user and select further, for instance, ask the user whether to continue to put question to, or ask the user whether to carry out further enquirement etc.。
205: customer service robot obtains user's feedback to this inquiry；
Specifically, the process of this acquisition feedback may include that and provides the user evaluation interface, and when the evaluation of user is marked lower than predetermined threshold value, then user is dissatisfied to being fed back to of this inquiry, when the evaluation of user is marked higher than predetermined threshold value, then this inquiry is fed back to satisfaction by user。This predetermined threshold value is by technical staff's setting under development, and this is not specifically limited by the embodiment of the present invention。
The process of this acquisition feedback can also be: provides the user feedback interface, when the negative feedback receiving user, then current answer is unsatisfied with, and performs step 206, when the affirmative receiving user is fed back, then current answer is satisfied。
206: judge that this user is the need of manual service according to the feedback of user, if it is, perform step 207；If it does not, terminate；
207: trigger manual service；
In the present embodiment, in step 201, the triggering of manual service is adopted serial approach by the present invention, user's all only open automatic question answering service to all types or attribute, and manual service is not provided, problem for user's input, first by automatically request-answering system by backstage knowledge base being scanned for and mating, return answer or return without answer, and receive user's feedback to answer, and when the problem of user fails to solve or the dissatisfied answer of user, when needing artificial online service, customer service robot triggers manual service, make service end can carry out manual service towards this user。When user needs to carry out manual service, just open manual service to user。
208: obtain payment type and the liveness of user；
Specifically, from Service Database, the liveness changing payment type corresponding to account He using family instead is obtained according to the account of user。Wherein, payment type refers to the payment type belonging to user is in current business, for instance, payment type may include that space Elopichthys bambusa annual fee user, Elopichthys bambusa monthly payment paying customer, non-payment user and was once paid for user but stopped now paying customer etc. multiple。
The liveness of user is also the liveness for current business, this liveness can judge according to preset standard, such as, user can be divided into any active ues and inactive users, when user's login times in preset duration exceedes predetermined threshold value, then it is believed that this user is any active ues, otherwise, this user is inactive users。The criterion of this liveness may include that product uses frequency, online hours etc.。Such as, when user's interior login 5 times when 24 is little, higher than predetermined threshold value 4, then this user is any active ues, or, when user's online hours average every day are little more than 5, higher than predetermined threshold value 4, then this user is any active ues。
Further, obtaining the problem types of this problem, specifically, the problem types obtaining this problem includes: obtain the problem types of this problem from data base。Obtain problem types and can pass through to provide the user multiple problem types option, and according to the option definition type that user selects；The keyword of problem can also be inputted by catching user, keyword is carried out problem types coupling and obtains。
209: payment type and the liveness of acquisition are calculated by application preset algorithm, obtain the attribute reference value of user, and judge that whether described user's reference value is less than predetermined threshold value, if it is, perform step 210, if it is not, then perform step 211；
Further, the payment type of acquisition, liveness and problem types are calculated by application preset algorithm, obtain the attribute reference value of user。
The attribute reference value of user can be weighted according to default evaluation and test latitude and obtain, and when result of calculation is more than or equal to predetermined threshold value, is then vip user, if less than predetermined threshold value, is then non-vip user。
Such as, the computational methods of user property reference value can carry out statement as follows:
If, the predetermined threshold value of user property reference value be T, T ∈ (0,1], namely the value of T is more than 0 and less than or equal to certain numerical value in 1 interval。
If result of calculation and user property reference value after user property digitized are N, N ∈ [0,1], namely the value of N be be more than or equal to 0 less than or equal to certain numerical value in 1 interval。Then the calculating of N value can be summarized as equation below:
N=∑ Ki*Pi
Wherein N is user property reference value, and Ki is the weight of i-th evaluation dimension, and Pi is the weights of i-th evaluation dimension。Weight adopts normalized: ∑ Ki=1, and namely the weight sum of each latitude to be equal to 1；Weights Pi ∈ [0,1], namely the span of weights is 0≤Pi≤1。
As user property reference value result N >=T, then it is ViP user, is otherwise non-VIP user。
Illustrate that algorithm calculates process:
(1) threshold value T is set in advance, as arranged T=0.7
(2) setting the calculating latitude of user property and the weight of each latitude in advance, the several of each latitude enumerate weights, as:
A, set problem latitude (weight as 0.2): burning issue (weights as " 1 "), general considerations (weight as " 0.5 "), non-emergent simple counseling problem (weights as " 0 "), three kinds of latitudes in problem latitude, by backstage, concrete problem types is configured to the one of three kinds of latitudes, as " problem consulting opened by Elopichthys bambusa " is then configured to " burning issue ", weights are " 1 "。Which problem types is the problem putd question to for user belong to, user trigger (being identified by the housing choice behavior of user) in customer service robot。
B, set paying latitude (weight as " 0.6 "): space Elopichthys bambusa annual fee user (weights as " 1 "), Elopichthys bambusa monthly payment paying customer (weights are " 0.8 "), Zeng Jin is paid for user but stops now paying customer's (weights are " 0.5 "), is non-payment user (weights are " 0 ") always；The payment information of user can be obtained by Service Database。
C, set and enliven latitude (weight as " 0.2 "): space any active ues (weights as " 1 "), inactive users (weights are " 0 ")；User is enlivened latitude information and can be obtained by Service Database, and this information can be obtained by Service Database analysis, it is also possible to is analyzed obtaining by customer service system。
From the above it can be seen that weight is normalized, i.e. ∑ Ki=0.6+0.2+0.2=1, and the weights of each latitude are greater than being equal to 0, less than or equal to 1。
(3) when allowing user to carry out manual service, after system receives the problem types that user selects, then can calculate user property value N at once, as: space Elopichthys bambusa monthly payment is paid and is any active ues, after triggering manual service, have selected " problem consulting opened by Elopichthys bambusa " (belonging to burning issue), its user property refers to N=0.2*1+0.6*0.8+0.2*1=0.88 > T (T=0.7), so the request of this manual service, this user is VIP user。
And for example: one active but be always up non-payment spatial user, consulting general considerations, then its user property refers to as N=0.2*1+0.6*0+0.2*0.5=0.3 < T (T=0.7), so the request of this manual service, this user is non-VIP user。
210: when user's reference value is less than predetermined threshold value, this user is non-VIP user, and this user distributes to non-instant communication service end；
It will be appreciated by those skilled in the art that non-instant communication service end refers to that the problem of user can carry out the answer of non-instant by this ICS system, after answer completes, sends notice to user by ICS system, notify that user goes to check answer in ICS system。In this step, the problem of user can arrange sequentially in time in ICS system, it is also possible to further discriminating between according to the key word of problem and arrange, the embodiment of the present invention is not specifically limited。
211: when user's reference value is more than or equal to predetermined threshold value, this user is VIP user, and this user is distributed to instant messaging service end。
Those skilled in the art can be known, instant messaging service end refers to provide the artificial customer service system (such as enterprise QQ) of instant manual service, customer problem can be carried out answer at once, user and customer service real-time, interactive by being attended a banquet by the VIP customer service of specialty by the problem of user's input。
During by asking in the manual service receiving user, user is distributed to the service end that its attribute is corresponding by the attribute according to user, make in customer service system, can by user is carried out identification user be tapped, the user being different attribute by different service ends provides service, substantially increases the utilization rate of automatic question answering in customer service system, not only increases the utilization rate of automatically request-answering system, improve customer service efficiency, also improve the specific aim of customer service。
Embodiment 3
In order to improve customer service efficiency, embodiments providing the user's part flow arrangement in a kind of customer service, this device can be the customer service device in customer service robot or customer service system, and referring to Fig. 3, this device includes:
Receiver module 301, for receiving the manual service request of user；
Distribution module 302, for the attribute according to described user, distributes to corresponding service end by described user。
Referring to Fig. 4, described distribution module 302 includes:
Attribute reference value acquiring unit 3021, for obtaining the attribute reference value of user according to preset algorithm,
Whether judging unit 3022, be used for the attribute reference value judging described user less than predetermined threshold value, if it is, trigger the first allocation units 3023 for described user distributes to non-instant communication service end；If it is not, then trigger the second allocation units 3024 for described user being distributed to instant messaging service end。
Referring to Fig. 5, described device also includes:
User's notification module 303, for when receiving the answer of the described problem that described non-instant communication service end returns, notifying that described user checks described answer。
Referring to Fig. 6, described attribute reference value acquiring unit 3021 includes:
Obtain subelement 3021a, for obtaining payment type and the liveness of described user,
Computation subunit 3021b, is used for applying described preset algorithm and described payment type and liveness is calculated, obtain the attribute reference value of described user。
Described acquisition subelement 3021a is additionally operable to obtain the type of the problem of described user input, correspondingly,
The type of the problem that described user inputs, described payment type and liveness are calculated by described computation subunit 3021b specifically for applying described preset algorithm, obtain the attribute reference value of described user。
Described acquisition subelement 3021a specifically for obtaining the liveness of payment type corresponding to described account and described user according to the account of described user from Service Database。
Referring to Fig. 7, described device also includes:
Answer feedback module 304, for according to the problem of user's input to described user feedback answer；
Manual service trigger module 305, for when problem described in described user feedback is unresolved or described answer is unsatisfied with, triggering manual service。
The device that the present embodiment provides, belongs to same design with embodiment of the method, and it implements process and refers to embodiment of the method, repeats no more here。
During by asking in the manual service receiving user, user is distributed to the service end that its attribute is corresponding by the attribute according to user, make in customer service system, can by user is carried out identification user be tapped, the user being different attribute by different service ends provides service, substantially increases the utilization rate of automatic question answering in customer service system, not only increases the utilization rate of automatically request-answering system, improve customer service efficiency, also improve the specific aim of customer service。
The all or part of of the technique scheme that the embodiment of the present invention provides can be completed by the hardware that programmed instruction is relevant, described program can be stored in the storage medium that can read, and this storage medium includes: the various media that can store program code such as ROM, RAM, magnetic disc or CD。
The foregoing is only presently preferred embodiments of the present invention, not in order to limit the present invention, all within the spirit and principles in the present invention, any amendment of making, equivalent replacement, improvement etc., should be included within protection scope of the present invention。
Claims (8)
1. the user's shunt method in a customer service, it is characterised in that including:
Receive the manual service request of user；
Obtain the type of the problem of the payment type of described user, liveness and described user input, application is preset evaluation and test latitude algorithm and the type of the problem that described user inputs, described payment type and liveness is weighted, obtain the attribute reference value of described user, and judge that whether the attribute reference value of described user is less than predetermined threshold value, if it is, described user to be distributed to non-instant communication service end；If it is not, then described user is distributed to instant messaging service end。
2. method according to claim 1, it is characterised in that after described user distributes to non-instant communication service end, described method also includes:
When receiving the answer of the described problem that described non-instant communication service end returns, notify that described user checks described answer。
3. the method according to any one of claim 1-2, it is characterised in that obtain payment type and the liveness of described user, specifically include:
Account according to described user obtains the liveness of payment type corresponding to described account and described user from Service Database。
4. method according to claim 3, it is characterised in that before receiving the manual service request of user, also include:
Problem according to user's input is to described user feedback answer；
When problem described in described user feedback is unresolved or described answer is unsatisfied with, trigger manual service。
5. the user's part flow arrangement in a customer service, it is characterised in that including:
Receiver module, for receiving the manual service request of user；
Distribution module, for obtaining the type of the problem of the payment type of described user, liveness and described user input, application is preset evaluation and test latitude algorithm and the type of the problem that described user inputs, described payment type and liveness is weighted, obtain the attribute reference value of described user, and judge that whether the attribute reference value of described user is less than predetermined threshold value, if it is, trigger the first allocation units for described user being distributed to non-instant communication service end；If it is not, then trigger the second allocation units for described user being distributed to instant messaging service end。
6. device according to claim 5, it is characterised in that described device also includes:
User's notification module, for when receiving the answer of the described problem that described non-instant communication service end returns, notifying that described user checks described answer。
7. device according to claim 5, it is characterised in that described distribution module for obtaining the liveness of payment type corresponding to described account and described user according to the account of described user from Service Database。
8. the device according to any one of claim 5-7, it is characterised in that described device also includes:
Answer feedback module, for according to the problem of user's input to described user feedback answer；
Manual service trigger module, for when problem described in described user feedback is unresolved or described answer is unsatisfied with, triggering manual service。
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