CN103347044A - Method and system for realizing intelligent customer service - Google Patents
Method and system for realizing intelligent customer service Download PDFInfo
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- CN103347044A CN103347044A CN2013102151849A CN201310215184A CN103347044A CN 103347044 A CN103347044 A CN 103347044A CN 2013102151849 A CN2013102151849 A CN 2013102151849A CN 201310215184 A CN201310215184 A CN 201310215184A CN 103347044 A CN103347044 A CN 103347044A
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Abstract
The invention provides a method and system for realizing intelligent customer service. The method for realizing the intelligent customer service comprises the steps that a user logs in an information processor through a client terminal, and the information processor judges whether the user has ever asked a question; if the user asks the question for the first time, the information processor sends the information of a group to which the user belongs and a stored data table to a strategy controller, the strategy controller calculates the average depth of questions of the group according to the group to which the user belongs, judges whether the ratio between the first-time questioning times of each question corresponding to the question average depth and the questioning times of all the corresponding questions is larger than a preset value, selects the serial number of the questions whose depth is the question average depth and whose ratio is larger than the preset value from the data table, and sends the serial numbers of the questions to the information processor, and the information processor pushes the corresponding questions to the user.
Description
Technical field
The invention belongs to network communication field, relate in particular to a kind of implementation method and system of intelligent customer service.
Background technology
In traditional customer service system, the user need know the customer service telephone number, after correctly calling, could seek advice from the information of oneself wanting.Yet this mode is cumbersome, and influences user's experience.In addition, for the contact staff, the contact staff and did not know the problem that the user will put question to before the connecting subscribers participating phone, after knowing user's problem, needed spended time inquiry answer content, answered and gave the user.Yet aforesaid way efficient is lower, when customer service consultation service amount is very big, causes traffic bottleneck easily.
Summary of the invention
The invention provides a kind of implementation method and system of intelligent customer service, to address the above problem.
The invention provides a kind of implementation method of intelligent customer service.Said method may further comprise the steps: the user is by client log-on message processor, and message handler judges whether described user putd question to problem; If described user is for puing question to problem first, message handler is sent to strategy controller with the tables of data of the group information under the described user and storage, strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of more described problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from described tables of data be described problem mean depth and ratio is sent to message handler greater than the problem sequence number of described preset value, and message handler is pushed to described user with corresponding problem; After described user receives the problem of message handler propelling movement, judge that the problem that oneself will carry is whether in the problem that pushes, if the problem that described user will carry is in the problem that pushes, then described user selects corresponding problem, and notified information processing part, message handler obtains problem answers and pushes to described user from described tables of data.
The present invention also provides a kind of realization system of intelligent customer service, comprises client, message handler and strategy controller.Client link information processor, strategy controller link information processor.Wherein, the user is by client log-on message processor, and message handler judges whether described user putd question to problem.If described user is for puing question to problem first, message handler is sent to strategy controller with the tables of data of the group information under the described user and storage, strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of more described problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from described tables of data be described problem mean depth and ratio is sent to message handler greater than the problem sequence number of described preset value, and message handler is pushed to described user with corresponding problem.After described user receives the problem of message handler propelling movement, judge that the problem that oneself will carry is whether in the problem that pushes, if the problem that described user will carry is in the problem that pushes, then described user selects corresponding problem, and notified information processing part, message handler obtains problem answers and pushes to described user from described tables of data.
Compared to prior art, implementation method and system according to intelligent customer service provided by the invention, if the user is for puing question to problem first, then strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of comparison problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from tables of data be described problem mean depth and ratio is sent to message handler greater than the problem sequence number of described preset value, by message handler corresponding problem is pushed to described user.So, strategy controller obtains the problem sequence number that the user asks possibly according to relevant parameter intelligence, by message handler corresponding problem is pushed to the user.In addition, if the problem that the user will carry is pushed in user's the problem at message handler, then message handler directly is pushed to the user with the answer of problem, so, the automatic propelling movement of problem of implementation answer, convenient and swift, increased user experience.
Description of drawings
Accompanying drawing described herein is used to provide further understanding of the present invention, constitutes the application's a part, and illustrative examples of the present invention and explanation thereof are used for explaining the present invention, do not constitute improper restriction of the present invention.In the accompanying drawings:
Figure 1 shows that the flow chart of the implementation method of the intelligent customer service that preferred embodiment according to the present invention provides;
Figure 2 shows that the schematic diagram of the realization system of the intelligent customer service that preferred embodiment according to the present invention provides.
Embodiment
Hereinafter will describe the present invention with reference to the accompanying drawings and in conjunction with the embodiments in detail.Need to prove that under the situation of not conflicting, embodiment and the feature among the embodiment among the application can make up mutually.
Figure 1 shows that the flow chart of the implementation method of the intelligent customer service that preferred embodiment according to the present invention provides.As shown in Figure 1, the implementation method of the intelligent customer service that provides of preferred embodiment of the present invention comprises step 101～103.
In step 101, the user is by client log-on message processor, and described message handler judges whether described user putd question to problem.
In step 102, if described user is for puing question to problem first, described message handler is sent to strategy controller with the tables of data of the group information under the described user and storage, described strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of more described problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from described tables of data be described problem mean depth and ratio is sent to described message handler greater than the problem sequence number of described preset value, and described message handler is pushed to described user with corresponding problem.
In present embodiment, message handler will put question to the affiliated group information of the user of problem and the tables of data of storage thereof to be sent to strategy controller.Wherein, the data table stores user problem content of puing question to, put question to sum, put question to number of times, the problem degree of depth and problem answers first.
In present embodiment, group for example comprises student, teacher etc.The problem mean depth of group equals the value of rounding of the ratio of the problem total depth of all users in the described group and the total number of problem.In this, be that the student is example with user, if the problem that proposed of student group comprises 5, and the problem degree of depth of each problem is followed successively by 1,2,3,2,3, at this moment, when the user in the student group puts question to problem first, strategy controller can calculate (1+2+3+2+3)/5=2.2, in this, rounds that to obtain be 2, therefore, the problem mean depth of student group is 2.Afterwards, the strategy controller inquiry is from the tables of data of message handler reception.In this, the tables of data example is as shown in table 1.
Table 1
In this, with reference to table 1, be that 2 problem comprises problem 3～problem 5 corresponding to the problem mean depth.Wherein, ratio=48/ (234+215+143)=0.081 of the enquirement sum of puing question to number of times and problem 3～5 first of problem 3; Ratio=76/ (234+215+143)=0.128 of the enquirement sum of puing question to number of times and problem 3～5 first of problem 4; Ratio=60/ (234+215+143)=0.101 of the enquirement sum of puing question to number of times and problem 3～5 first of problem 5.In this, if preset value is 0.1, then strategy controller is selected the sequence number of problem 4 and problem 5 is sent to message handler, and message handler correspondingly is pushed to the user with problem 4 and problem 5.Yet the present invention does not limit this.In practical application, can set preset value as required.
In addition, if putd question to problem before the described user, then described message handler is sent to strategy controller with the tables of data of storage, strategy controller is determined corresponding problem to be pushed according to pushing strategy, described propelling movement strategy is: select the problem degree of depth more than or equal to the problem of the problem degree of depth of puing question to before the described user, and select the described problem of preset number.For example, puing question to the problem degree of depth of problem before this user is 2, then to inquire about the problem degree of depth from tables of data be that the sequence number that is not less than 2 problem is sent to message handler to strategy controller, message handler is pushed to the user with corresponding problem, and, be 10 to be example with preset number, the number of the problem of propelling movement then is 10.Yet the present invention does not limit this.In practical application, can determine preset number as required.
In step 103, after described user receives the problem of described message handler propelling movement, judge that the problem that oneself will carry is whether in the problem that pushes, if the problem that described user will carry is in the problem that pushes, then described user selects corresponding problem, and notify described message handler, described message handler obtains problem answers and pushes to described user from described tables of data.Simultaneously, the message handler updated data table, at this moment, for example, message handler adds one with the enquirement sum of the corresponding problem correspondence of tables of data, if this problem is putd question to for the first time for the user, then message handler also can add one with the number of enquirement first of corresponding problem correspondence in the tables of data.
In addition, if the problem that described user will carry is not in the problem that message handler pushes, described user fills in problem and is committed to described message handler, described message handler judges whether described user's problem is present in the problem of the other problems degree of depth, if exist, then the answer of obtaining corresponding problem from described tables of data of described message handler pushes to described user, if do not exist, then described message handler pushes to task distributor with described problem, and described task distributor is dispensed to the contact staff with described problem.Particularly, whether the problem ergodic data table that message handler is filled in according to the user is inquired about this problem and is existed in the tables of data, if exist, then the answer with this problem correspondence directly is pushed to the user, and the enquirement sum of this problem correspondence added one, if this problem puts question to for the first time for the user, then also the number of enquirement first of correspondence is added one.If this problem do not exist in the tables of data, message handler can be newly-increased to tables of data with this problem, simultaneously for the enquirement sum of this problem correspondence adds one, puts question to for the first time for the user as if this problem, then also the number of enquirement first of correspondence added one.Then, message handler is pushed to task distributor with this problem.Task distributor pushes to this problem in the customer service task queue, and the contact staff can take out this problem by the customer side from the customer service task queue, and after the contact staff found the answer of this problem, meeting is contact user initiatively, and problem answers is fed back to the user.In this, the contact staff is contact user initiatively, answers user's problem.So, the user need not to know the telephone number of customer service, as long as submit to the problem that oneself will ask namely to have the contact staff initiatively to contact answer, thereby has improved user experience and warm degree on the net.In addition, after the contact staff finishes answer, problem answers can be fed back to message handler, so that message handler is updated to problem answers in the tables of data, so that answer automatically next time.
Figure 2 shows that the schematic diagram of the realization system of the intelligent customer service that preferred embodiment according to the present invention provides.As shown in Figure 2, the realization system of the intelligent customer service that provides of preferred embodiment of the present invention comprises client 10, message handler 11 and strategy controller 12.Client 10 link information processors 11, strategy controller 12 link information processors 11.
In present embodiment, the user is by client 10 log-on message processors 11, and message handler 11 judges whether described user putd question to problem.If described user is for puing question to problem first, message handler 11 is sent to strategy controller 12 with the tables of data of the group information under the described user and storage, strategy controller 12 is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of more described problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from described tables of data be described problem mean depth and ratio is sent to message handler 11 greater than the problem sequence number of described preset value, and message handler 11 is pushed to described user with corresponding problem.After the user receives the problem of message handler 11 propelling movements, judge that the problem that oneself will carry is whether in the problem that pushes, if the problem that described user will carry is in the problem that pushes, then described user selects corresponding problem, and notified information processing part 11, message handler 11 obtains problem answers and pushes to described user from described tables of data.
In addition, in present embodiment, the realization system of intelligent customer service also comprises task distributor 14 and customer side 16, task distributor 14 link information processors 11 and customer side 16.If the problem that will carry of described user does not exist in the tables of data of message handler 11, then message handler 11 pushes to task distributor 14 with described problem, and task distributor 14 is dispensed to the contact staff by customer side 16 with task.Specific operation process about described system is described with above-mentioned method, so repeat no more in this.
In sum, the implementation method of the intelligent customer service that preferred embodiment provides according to the present invention and system, if the user is for puing question to problem first, then strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of comparison problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from tables of data be described problem mean depth and ratio is sent to message handler greater than the problem sequence number of described preset value, by message handler corresponding problem is pushed to described user.So, strategy controller obtains the problem sequence number that the user asks possibly according to relevant parameter intelligence, by message handler corresponding problem is pushed to the user.In addition, if the problem that the user will carry is pushed in user's the problem at message handler, then message handler directly is pushed to the user with the answer of problem, so, the automatic propelling movement of problem of implementation answer, convenient and swift, increased user experience.
The above is the preferred embodiments of the present invention only, is not limited to the present invention, and for a person skilled in the art, the present invention can have various changes and variation.Within the spirit and principles in the present invention all, any modification of doing, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (8)
1. the implementation method of an intelligent customer service is characterized in that, may further comprise the steps:
The user is by client log-on message processor, and described message handler judges whether described user putd question to problem,
If described user is for puing question to problem first, described message handler is sent to strategy controller with the tables of data of the group information under the described user and storage, described strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of more described problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from described tables of data be described problem mean depth and ratio is sent to described message handler greater than the problem sequence number of described preset value, described message handler is pushed to described user with corresponding problem
After described user receives the problem of described message handler propelling movement, judge that the problem that oneself will carry is whether in the problem that pushes, if the problem that described user will carry is in the problem that pushes, then described user selects corresponding problem, and notify described message handler, described message handler obtains problem answers and pushes to described user from described tables of data.
2. method according to claim 1, it is characterized in that, if putd question to problem before the described user, described message handler is sent to strategy controller with the tables of data of storage, described strategy controller is determined corresponding problem to be pushed according to pushing strategy, described propelling movement strategy is: select the problem degree of depth more than or equal to the problem of the problem degree of depth of puing question to before the described user, and select the described problem of preset number.
3. method according to claim 1 is characterized in that, the problem mean depth of described group equals the value of rounding of the ratio of the problem total depth of all users in the described group and the total number of problem.
4. method according to claim 1, it is characterized in that, if the problem that described user will carry is not in the problem that message handler pushes, described user fills in problem and is committed to described message handler, described message handler judges whether described user's problem is present in the problem of the other problems degree of depth, if exist, then the answer of obtaining corresponding problem from described tables of data of described message handler pushes to described user, if do not exist, then described message handler pushes to task distributor with described problem, and described task distributor is dispensed to the contact staff with described problem.
5. method according to claim 4 is characterized in that, the problem that described message handler is putd question to described user first is updated to described tables of data.
6. method according to claim 1 is characterized in that, the problem content that described data table stores user puts question to, puts question to sum, puts question to number of times, the problem degree of depth and problem answers first.
7. the realization system of an intelligent customer service is characterized in that, comprises client, message handler and strategy controller, and described client connects described message handler, and described strategy controller connects described message handler,
Wherein, the user logins described message handler by described client, and described message handler judges whether described user putd question to problem,
If described user is for puing question to problem first, described message handler is sent to strategy controller with the tables of data of the group information under the described user and storage, described strategy controller is according to the group under the described user, calculate the problem mean depth of described group, and whether the ratio of puing question to number of times and the enquirement sum of corresponding all problems first of each problem of more described problem mean depth correspondence is greater than preset value, and to select the problem degree of depth from described tables of data be described problem mean depth and ratio is sent to described message handler greater than the problem sequence number of described preset value, described message handler is pushed to described user with corresponding problem
After described user receives the problem of described message handler propelling movement, judge that the problem that oneself will carry is whether in the problem that pushes, if the problem that described user will carry is in the problem that pushes, then described user selects corresponding problem, and notify described message handler, described message handler obtains problem answers and pushes to described user from described tables of data.
8. system according to claim 7, it is characterized in that, described system also comprises task distributor and customer side, described task distributor connects described message handler and described customer side, if the problem that described user will carry does not exist in the described tables of data of described message handler, then described message handler pushes to described task distributor with described problem, and described task distributor is dispensed to the contact staff by described customer side with described task.
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| WO2014194617A1 (en) * | 2013-06-03 | 2014-12-11 | 苏州阔地网络科技有限公司 | Method and system for implementing intelligent customer service |
| CN106204072A (en) * | 2016-07-14 | 2016-12-07 | 微额速达（上海）金融信息服务有限公司 | QQ intelligent customer service system and method |
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Application publication date: 20131009 |