CN102739557A - User distribution method and device in customer services - Google Patents
User distribution method and device in customer services Download PDFInfo
- Publication number
- CN102739557A CN102739557A CN2011100875300A CN201110087530A CN102739557A CN 102739557 A CN102739557 A CN 102739557A CN 2011100875300 A CN2011100875300 A CN 2011100875300A CN 201110087530 A CN201110087530 A CN 201110087530A CN 102739557 A CN102739557 A CN 102739557A
- Authority
- CN
- China
- Prior art keywords
- user
- attribute
- reference value
- service
- liveness
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Abstract
The invention discloses a user distribution method and a user distribution device in customer services, belonging to the field of network technology. The method comprises that a manual service request of a user is received, and that the user is distributed to a corresponding service terminal according to the attribute of the user. The device comprises a receiving module and a distribution module. In the invention, when the manual service request of the user is received, the user is distributed to the service terminal based on the attribute, wherein the service terminal corresponds to the attribute. Thus, in a customer service system users are distinguished and then distributed, so that different service terminals can provide services for users with different attributes, thereby greatly increasing the utilization rate of automatic question-answering in the customer service system, increasing customer service efficiency, and improving the pertinence of the customer services.
Description
Technical field
The present invention relates to networking technology area, user's shunt method and device in particularly a kind of customer service.
Background technology
Customer service is in the modern enterprise running, an indispensable ring.For large-scale the Internet enterprise,, all adopt the mode of manual service in the face of user's services request of magnanimity; Cost of serving is undoubtedly huge; Therefore all release online self-help serving system one after another, wherein the customer service robot is experienced because of it, can automatically reply customer problem in 24 hours; And become most important a kind of Self-Service instrument, for example little U.S.A of the Xiao Yi of Netease, MSN, Ali Wang Wang wash in a pan customer service robots such as a young waiter in a wineshop or an inn.
When automatically replying of customer service robot can not solve customer problem well; In system, introducing manual service is effective measures; But existing technology adopts the parallel mode (like Alipay customer service robot-payment Xiaobao) that manual service is provided; Any user can be selected automatic question answering arbitrarily in system still be artificial online service; When the user selects automatic question answering, the customer service robot returns the answer of coupling or returns the answer language (when knowledge base does not have corresponding matching content) of design in advance from the knowledge base of backstage; When the user selects artificial online service, then problem is carried out the manual work answer by backstage customer service seat personnel.
After prior art was analyzed, the inventor found that prior art has following shortcoming at least:
Automatic question answering and artificial online service are parallel simultaneously to be provided; The user can select arbitrarily, for the user, selects artificial online service to have no threshold, therefore can walk around automatic question answering; Directly use manual service; Make originally and can also flow to the manual service channel, will be unfavorable for controlling manual service request quantity like this, increased cost of serving by the problem that automatically request-answering system solves; And, reduced targeted customer's customer service satisfaction because some high-end users (for example paying customer) or the real user of being badly in need of artificial help can not enjoy Priority Service.
Summary of the invention
The embodiment of the invention provides user's shunt method and the device in a kind of customer service.Said technical scheme is following:
User's shunt method in a kind of customer service comprises:
Receive user's manual service request;
According to said attribute of user, said user is distributed to corresponding service end.
According to said attribute of user, said user is distributed to corresponding service end, specifically comprise:
Obtain the attribute of user reference value according to preset algorithm, and whether judge said attribute of user reference value, if then said user is distributed to non-instant messaging service end less than predetermined threshold value; If, then said user is not distributed to the instant messaging service end.
Said user is distributed to after the non-instant messaging service end, and said method also comprises:
When receiving the answer of the said problem that said non-instant messaging service end returns, notify said user to check said answer.
Calculate the attribute of user reference value according to preset algorithm, specifically comprise:
Obtain said user's payment type and liveness, use said preset algorithm said payment type and liveness are calculated, obtain said attribute of user reference value.
Obtain said user's payment type and liveness, also comprise:
Obtain the type of the problem of said user's input, correspondingly,
Use said preset algorithm said payment type and liveness are calculated, attribute of user reference value under obtaining specifically comprises:
Use said preset algorithm type, said payment type and the liveness of the problem of said user input calculated, obtain said attribute of user reference value.
Obtain said user's payment type and liveness, specifically comprise:
From Service Database, obtain corresponding payment type of said number of the account and said user's liveness according to said user's number of the account.
Receive before user's the manual service request, also comprise:
According to the problem of user input to said user feedback answer;
Unresolved or said answer when dissatisfied, triggered manual service when the said problem of said user feedback.
User's part flow arrangement in a kind of customer service comprises:
Receiver module is used to receive user's manual service request;
Distribution module is used for according to said attribute of user said user being distributed to corresponding service end.
Said distribution module comprises:
Attribute reference value acquiring unit is used for obtaining the attribute of user reference value according to preset algorithm,
Whether judging unit is used to judge said attribute of user reference value less than predetermined threshold value, if then trigger first allocation units that are used for said user is distributed to non-instant messaging service end; If, then do not trigger second allocation units that are used for said user is distributed to the instant messaging service end.
Said device also comprises:
The user notification module is used for when receiving the answer of the said problem that said non-instant messaging service end returns, notifying said user to check said answer.
Said attribute reference value acquiring unit comprises:
Obtain subelement, be used to obtain said user's payment type and liveness,
Computation subunit is used to use said preset algorithm said payment type and liveness is calculated, and obtains said attribute of user reference value.
Saidly obtain the type that subelement also is used to obtain the problem of said user's input, correspondingly,
Said computation subunit specifically is used to use said preset algorithm to be calculated type, said payment type and the liveness of the problem of said user's input, obtains said attribute of user reference value.
The said subelement that obtains specifically is used for obtaining corresponding payment type of said number of the account and said user's liveness according to said user's number of the account from Service Database.
Said device also comprises:
The answer feedback module, the problem that is used for importing according to the user is to said user feedback answer;
The manual service trigger module is used for unresolved or said answer when dissatisfied, triggered manual service when the said problem of said user feedback.
The beneficial effect of the technical scheme that the embodiment of the invention provides is:
Through when the manual service request that receives the user, according to attribute of user the user is distributed to the corresponding service end of its attribute, make in customer service system; Can be through the user be carried out identification so that the user is shunted; By different service ends is that the user of different attribute provides service, has improved the utilance of automatic question answering in the customer service system greatly, has not only improved the utilance of automatically request-answering system; Improve customer service efficient, also improved the specific aim of customer service.
Description of drawings
In order to be illustrated more clearly in the embodiment of the invention or technical scheme of the prior art; To do to introduce simply to the accompanying drawing of required use in embodiment or the description of the Prior Art below; Obviously, the accompanying drawing in describing below only is some embodiments of the present invention, for those of ordinary skills; Under the prerequisite of not paying creative work property, can also 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 provides of the embodiment of the invention;
Fig. 2 is the flow chart of the user's shunt method in the customer service that provides of the embodiment of the invention;
Fig. 3 is the structural representation of the user's part flow arrangement in the customer service that provides of the embodiment of the invention;
Fig. 4 is the structural representation of the user's part flow arrangement in the customer service that provides of the embodiment of the invention;
Fig. 5 is the structural representation of the user's part flow arrangement in the customer service that provides of the embodiment of the invention;
Fig. 6 is the structural representation of the user's part flow arrangement in the customer service that provides of the embodiment of the invention;
Fig. 7 is the structural representation of the user's part flow arrangement in the customer service that provides of the embodiment of the invention.
Embodiment
For making the object of the invention, technical scheme and advantage clearer, will combine accompanying drawing that embodiment of the present invention is done to describe in detail further below.
Before user's shunt method in introducing customer service provided by the invention, at first rudimentary knowledge of the present invention is carried out concise and to the point introduction:
The customer service robot is meant the robot system that is used for customer service, and this system normally utilizes the computer program of technology establishments such as artificial intelligence, search, knowledge base, is used to replace manual work to answer the problem that the user proposes.
ICS (Internet Customer Service System, online customer service system) is meant and supports that the user puts question to message that customer service is attended a banquet and carried out non real-time answer, and provides the user to check the function of puing question to the result.
The artificial customer service instrument of IM (InstantMessaging, instant messaging) is meant the immediate communication tool of a kind of multi-to-multi that is used for live customer service, the instrument that comes to this like the QQ of enterprise of company of Tengxun.
Embodiment 1
In order to improve customer service efficient, the embodiment of the invention provides the user in a kind of customer service shunt method, and referring to Fig. 1, this method comprises:
101: receive user's manual service request;
102:, said user is distributed to corresponding service end according to said attribute of user.
Wherein,, said user is distributed to corresponding service end, specifically comprises according to said attribute of user:
Obtain the attribute of user reference value according to preset algorithm, and whether judge said attribute of user reference value, if then said user is distributed to non-instant messaging service end less than predetermined threshold value; If, then said user is not distributed to the instant messaging service end.
Further, said user is distributed to after the non-instant messaging service end, said method also comprises:
When receiving the answer of the said problem that said non-instant messaging service end returns, notify said user to check said answer.
Wherein, calculate the attribute of user reference value, specifically comprise according to preset algorithm:
Obtain said user's payment type and liveness, use said preset algorithm said payment type and liveness are calculated, obtain said attribute of user reference value.
Wherein, obtain said user's payment type and liveness, also comprise:
Obtain the type of the problem of said user's input, correspondingly,
Use said preset algorithm said payment type and liveness are calculated, attribute of user reference value under obtaining specifically comprises:
Use said preset algorithm type, said payment type and the liveness of the problem of said user input calculated, obtain said attribute of user reference value.
Obtain said user's payment type and liveness, specifically comprise:
From Service Database, obtain corresponding payment type of said number of the account and said user's liveness according to said user's number of the account.
Further, receive before user's the manual service request, also comprise:
According to the problem of user input to said user feedback answer;
Unresolved or said answer when dissatisfied, triggered manual service when the said problem of said user feedback.
The method that present embodiment provides through when the manual service request that receives the user, is distributed to the corresponding service end of its attribute according to attribute of user with the user; Make in customer service system, can be through the user is carried out identification so that with user's shunting, be that the user of different attribute provides service by different service ends; Improved the utilance of automatic question answering in the customer service system greatly; Not only improve the utilance of automatically request-answering system, improved customer service efficient, also improved the specific aim of customer service.
Embodiment 2
In order to improve customer service efficient; The embodiment of the invention provides the user in a kind of customer service shunt method, and the executive agent of this method is the customer service device in customer service robot or the customer service system, and this method is that the artificial example of customer service machine describes with the executive agent; Referring to Fig. 2, this method comprises:
201: the customer service robot receives the problem of user's input;
Those skilled in the art can be known; When the user uses customer service functions; The enquirement interface input problem that provides in customer service system or customer service robot when customer service system or customer service robot receive the problem of user's input, promptly triggers customer service system or customer service machine people provides service for the user.
202: the answer of this problem is retrieved according to the problem of user's input by the customer service robot in the knowledge base of backstage, when retrieving answer, execution in step 203 is when not retrieving answer, execution in step 204;
In the present embodiment, can the applying portion matching way when problem is retrieved, keyword is retrieved; As; User's problem is " how applying for the Elopichthys bambusa user ", and keyword can be " application "+" Elopichthys bambusa user " in this problem, then; Utilize these two keywords in the knowledge base of backstage, to retrieve answer, and answer is fed back to the user.
203: the answer that retrieves is fed back to the user, execution in step 205;
Owing to when utilizing keyword retrieval backstage knowledge base, possibly have one or more answers, so when the feedback answer, can the one or more answers that retrieve be sorted according to correlation from high to low, feed back to the user simultaneously, improve the efficient of automatic question answering.
204: the customer service robot notifies the answer that does not have in the knowledge base of user backstage to this problem;
When not having with the corresponding answer of problem in the knowledge base of backstage, the customer service robot can select for the user provide further, and for example, whether the inquiry user continues to put question to, or inquires whether the user further puts question to.
205: the customer service robot obtains the feedback of user to this time inquiry;
Particularly; This process of obtaining feedback can comprise: estimate the interface for the user provides, marking when evaluation of user is lower than predetermined threshold value, and then the user is dissatisfied to being fed back to of this time inquiry; When evaluation of user scoring is higher than predetermined threshold value, then the user is to the satisfaction that is fed back to of this time inquiry.This predetermined threshold value is by technical staff's setting under development, and the embodiment of the invention is not done concrete qualification to this.
This obtain feedback process can also for: then dissatisfied for the user provides feedback interface, and execution in step 206 to current answer when the negative feedback that receives the user, when the asserts feedback that receives the user, then satisfied to current answer.
206: judge whether needs manual service of this user according to user's feedback, if, execution in step 207; If, do not finish;
207: trigger manual service;
In the present embodiment, in step 201, serial approach is adopted in the triggering to manual service among the present invention; To all only open automatic question answering service of the user of all types or attribute, and manual service is not provided, for the problem of user's input; At first by automatically request-answering system through the backstage knowledge base being searched for and mating, return answer or do not have answer and return, and receive the feedback that the user checks on one's answers; And the problem of working as the user fails to solve or the dissatisfied answer of user; When needing artificial online service, the customer service robot triggers manual service, makes service end to carry out manual service towards this user.When the user need carry out manual service, just open manual service to the user.
208: the payment type and the liveness that obtain the user;
Particularly, from Service Database, obtain the payment type that changes the number of the account correspondence and use the liveness at family instead according to user's number of the account.Wherein, Payment type is meant the payment type of user under in current business; For example, payment type can comprise: space Elopichthys bambusa annual fee user, Elopichthys bambusa monthly payment paying customer, non-paying customer and once be paying customer but to have stopped paying customer etc. now multiple.
User's liveness also is the liveness to current business; This liveness can judge that for example, the user can be divided into any active ues and non-any active ues according to preset standard; When the login times of user in preset duration surpasses predetermined threshold value; Can think that then this user is any active ues, otherwise this user is non-any active ues.The criterion of this liveness can comprise: product frequency of utilization, online hours etc.For example, when the user logined 5 times, be higher than predetermined threshold value 4 in 24 hours, then this user is an any active ues, or, when user's average every day of online hours surpass 5 hours, be higher than predetermined threshold value 4, then this user is an any active ues.
Further, obtain the problem types of this problem, particularly, the problem types that obtains this problem comprises: the problem types that from database, obtains this problem.Obtaining problem types can be through providing a plurality of problem types options for the user, and the option define styles of selecting according to the user; Can also import the key of problem word through catching the user, keyword carried out the problem types coupling obtain.
209: use preset algorithm payment type and the liveness that obtains calculated, obtain the attribute of user reference value, and whether judge said user's reference value, if then execution in step 210, if not, then execution in step 211 less than predetermined threshold value;
Further, use preset algorithm payment type, liveness and the problem types that obtains calculated, obtain the attribute of user reference value.
The attribute of user reference value can be carried out weighted calculation according to preset evaluation and test latitude and obtained, when result of calculation more than or equal to predetermined threshold value, then be vip user, if less than predetermined threshold value, right and wrong vip user then.
For example, the computational methods of user property reference value can be explained as follows:
If the predetermined threshold value of user property reference value is T, and T ∈ (0,1], promptly the value of T is greater than 0 and be less than or equal to 1 certain numerical value in interval.
If the result of calculation after the user property digitlization is that the user property reference value is N, N ∈ [0,1], promptly the value of N be more than or equal to 0 smaller or equal to 1 certain numerical value in interval.Then the calculating to the N value can reduce following formula:
N＝∑Ki*Pi
Wherein N is the user property reference value, and Ki is an i weight of estimating latitude, and Pi is i weights of estimating latitude.Weight adopts normalization to handle: ∑ Ki=1, and promptly the weight sum of each latitude will equal 1; Weights Pi ∈ [0,1], promptly the span of weights is 0≤Pi≤1.
As user property reference value N >=T as a result, then be ViP user, otherwise be non-VIP user.
Illustrate the algorithm computation process:
(1) prior setting threshold T, as T=0.7 is set
(2) set the calculating latitude of user property in advance, and the weight of each latitude, can enumerate weights for several kinds of each latitude, as:
A, setting problem latitude (weight is 0.2): burning issue (weights are " 1 "), general considerations (weight is " 0.5 "), non-emergent simple counseling problem (weights are " 0 "); Three kinds of latitudes in the problem latitude; Through the backstage concrete problem types is configured to a kind of of three kinds of latitudes; Then be configured to " burning issue " like " Elopichthys bambusa is opened the problem consulting ", weights are " 1 ".Which problem types is the problem of puing question to for the user belong to, and in the customer service robot, triggers (the selection behavior through the user identifies) by the user.
B, setting paying latitude (weight is " 0.6 "): space Elopichthys bambusa annual fee user (weights are " 1 "); Elopichthys bambusa monthly payment paying customer (weights are " 0.8 "); Ceng Jin is the paying customer but stops paying customer's (weights are " 0.5 ") now, is non-paying customer (weights are " 0 ") always; User's paying information can obtain through Service Database.
C, setting enliven latitude (weight is " 0.2 "): space any active ues (weights are " 1 "), non-any active ues (weights are " 0 "); User's the latitude information of enlivening can be through the Service Database acquisition, and this information can be obtained by the Service Database analysis, also can be obtained by customer service system analysis.
Can find out that from above weight is that normalization is handled, i.e. ∑ Ki=0.6+0.2+0.2=1, and the weights of each latitude are more than or equal to 0 is smaller or equal to 1.
(3) when allowing the user to carry out manual service, system then can calculate user property value N after receiving the problem types of user's selection at once; As: space Elopichthys bambusa monthly payment is paid and is any active ues; After having triggered manual service, selected " Elopichthys bambusa is opened the problem consulting " (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 this manual service request, this user is VIP user.
And for example: one active but be non-paying space user always, the consulting general considerations, and then its user property refers to for N=0.2*1+0.6*0+0.2*0.5=0.3＜T (T=0.7), thus this manual service request, this user's right and wrong VIP user.
210: when user's reference value during less than predetermined threshold value, this user is non-VIP user, and this user is distributed to non-instant messaging service end;
Those skilled in the art can know that non-instant messaging service end is meant the system through ICS, and user's problem can be carried out non-instant answer through this ICS system, after answer is accomplished, send notice to the user, notify the user to go to check answer in the ICS system.In this step, user's problem can be arranged according to time sequencing in the ICS system, also can further distinguish and arrange according to the key of problem speech, and the embodiment of the invention is not done concrete qualification.
211: when user's reference value during more than or equal to predetermined threshold value, this user is VIP user, and this user is distributed to the instant messaging service end.
Those skilled in the art can be known; The instant messaging service end is meant the artificial customer service system (the for example QQ of enterprise) that instant manual service can be provided; The problem of user's input can be carried out answer at once to customer problem, user and customer service real-time, interactive through being attended a banquet by the VIP customer service of specialty.
Through when the manual service request that receives the user, according to attribute of user the user is distributed to the corresponding service end of its attribute, make in customer service system; Can be through the user be carried out identification so that the user is shunted; By different service ends is that the user of different attribute provides service, has improved the utilance of automatic question answering in the customer service system greatly, has not only improved the utilance of automatically request-answering system; Improve customer service efficient, also improved the specific aim of customer service.
Embodiment 3
In order to improve customer service efficient, the embodiment of the invention provides the user in a kind of customer service part flow arrangement, and this device can be the customer service device in customer service robot or the customer service system, and referring to Fig. 3, this device comprises:
Receiver module 301 is used to receive user's manual service request;
Distribution module 302 is used for according to said attribute of user said user being distributed to corresponding service end.
Referring to Fig. 4, said distribution module 302 comprises:
Attribute reference value acquiring unit 3021 is used for obtaining the attribute of user reference value according to preset algorithm,
Whether judging unit 3022 is used to judge said attribute of user reference value less than predetermined threshold value, if then trigger first allocation units 3023 that are used for said user is distributed to non-instant messaging service end; If, then do not trigger second allocation units 3024 that are used for said user is distributed to the instant messaging service end.
Referring to Fig. 5, said device also comprises:
User notification module 303 is used for when receiving the answer of the said problem that said non-instant messaging service end returns, notifying said user to check said answer.
Referring to Fig. 6, said attribute reference value acquiring unit 3021 comprises:
Obtain subelement 3021a, be used to obtain said user's payment type and liveness,
Computation subunit 3021b is used to use said preset algorithm said payment type and liveness is calculated, and obtains said attribute of user reference value.
Saidly obtain the type that subelement 3021a also is used to obtain the problem of said user's input, correspondingly,
Said computation subunit 3021b specifically is used to use said preset algorithm type, said payment type and the liveness of the problem of said user's input is calculated, and obtains said attribute of user reference value.
The said subelement 3021a that obtains specifically is used for obtaining corresponding payment type of said number of the account and said user's liveness according to said user's number of the account from Service Database.
Referring to Fig. 7, said device also comprises:
Answer feedback module 304, the problem that is used for importing according to the user is to said user feedback answer;
Manual service trigger module 305 is used for unresolved or said answer when dissatisfied, triggered manual service when the said problem of said user feedback.
The device that present embodiment provides belongs to same design with method embodiment, and its concrete implementation procedure sees method embodiment for details, repeats no more here.
Through when the manual service request that receives the user, according to attribute of user the user is distributed to the corresponding service end of its attribute, make in customer service system; Can be through the user be carried out identification so that the user is shunted; By different service ends is that the user of different attribute provides service, has improved the utilance of automatic question answering in the customer service system greatly, has not only improved the utilance of automatically request-answering system; Improve customer service efficient, also improved the specific aim of customer service.
The all or part of of the technique scheme that the embodiment of the invention provides can be accomplished through the relevant hardware of program command; Said program can be stored in the storage medium that can read, and this storage medium comprises: various media that can be program code stored such as ROM, RAM, magnetic disc or CD.
The above is merely preferred embodiment of the present invention, and is in order to restriction the present invention, not all within spirit of the present invention and principle, any modification of being done, is equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (14)
1. the user's shunt method in the customer service is characterized in that, comprising:
Receive user's manual service request;
According to said attribute of user, said user is distributed to corresponding service end.
2. method according to claim 1 is characterized in that, according to said attribute of user, said user is distributed to corresponding service end, specifically comprises:
Obtain the attribute of user reference value according to preset algorithm, and whether judge said attribute of user reference value, if then said user is distributed to non-instant messaging service end less than predetermined threshold value; If, then said user is not distributed to the instant messaging service end.
3. method according to claim 2 is characterized in that, said user is distributed to after the non-instant messaging service end, and said method also comprises:
When receiving the answer of the said problem that said non-instant messaging service end returns, notify said user to check said answer.
4. method according to claim 2 is characterized in that, calculates the attribute of user reference value according to preset algorithm, specifically comprises:
Obtain said user's payment type and liveness, use said preset algorithm said payment type and liveness are calculated, obtain said attribute of user reference value.
5. method according to claim 4 is characterized in that, obtains said user's payment type and liveness, also comprises:
Obtain the type of the problem of said user's input, correspondingly,
Use said preset algorithm said payment type and liveness are calculated, attribute of user reference value under obtaining specifically comprises:
Use said preset algorithm type, said payment type and the liveness of the problem of said user input calculated, obtain said attribute of user reference value.
6. according to each described method of claim 3-4, it is characterized in that, obtain said user's payment type and liveness, specifically comprise:
From Service Database, obtain corresponding payment type of said number of the account and said user's liveness according to said user's number of the account.
7. according to each described method of claim 1-6, it is characterized in that, receive before user's the manual service request, also comprise:
According to the problem of user input to said user feedback answer;
Unresolved or said answer when dissatisfied, triggered manual service when the said problem of said user feedback.
8. the user's part flow arrangement in the customer service is characterized in that, comprising:
Receiver module is used to receive user's manual service request;
Distribution module is used for according to said attribute of user said user being distributed to corresponding service end.
9. device according to claim 8 is characterized in that, said distribution module comprises:
Attribute reference value acquiring unit is used for obtaining the attribute of user reference value according to preset algorithm,
Whether judging unit is used to judge said attribute of user reference value less than predetermined threshold value, if then trigger first allocation units that are used for said user is distributed to non-instant messaging service end; If, then do not trigger second allocation units that are used for said user is distributed to the instant messaging service end.
10. device according to claim 9 is characterized in that, said device also comprises:
The user notification module is used for when receiving the answer of the said problem that said non-instant messaging service end returns, notifying said user to check said answer.
11. device according to claim 9 is characterized in that, said attribute reference value acquiring unit comprises:
Obtain subelement, be used to obtain said user's payment type and liveness,
Computation subunit is used to use said preset algorithm said payment type and liveness is calculated, and obtains said attribute of user reference value.
12. device according to claim 11 is characterized in that, saidly obtains the type that subelement also is used to obtain the problem of said user's input, correspondingly,
Said computation subunit specifically is used to use said preset algorithm to be calculated type, said payment type and the liveness of the problem of said user's input, obtains said attribute of user reference value.
13., it is characterized in that the said subelement that obtains specifically is used for obtaining corresponding payment type of said number of the account and said user's liveness according to said user's number of the account from Service Database according to each described device of claim 11-12.
14. each described device is characterized in that according to Claim 8-13, said device also comprises:
The answer feedback module, the problem that is used for importing according to the user is to said user feedback answer;
The manual service trigger module is used for unresolved or said answer when dissatisfied, triggered manual service when the said problem of said user feedback.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110087530.0A CN102739557B (en) | 2011-04-08 | 2011-04-08 | User's shunt method in customer service and device |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110087530.0A CN102739557B (en) | 2011-04-08 | 2011-04-08 | User's shunt method in customer service and device |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN102739557A true CN102739557A (en) | 2012-10-17 |
| CN102739557B CN102739557B (en) | 2016-06-22 |
Family
ID=46994369
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201110087530.0A Active CN102739557B (en) | 2011-04-08 | 2011-04-08 | User's shunt method in customer service and device |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102739557B (en) |
Cited By (26)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103095500A (en) * | 2013-01-21 | 2013-05-08 | 苏州阔地网络科技有限公司 | Method and system for automatically configuring server operating parameters |
| CN103117916A (en) * | 2013-01-21 | 2013-05-22 | 苏州阔地网络科技有限公司 | Method and system with automatic parameter configuration |
| CN103117917A (en) * | 2013-01-21 | 2013-05-22 | 苏州阔地网络科技有限公司 | Automatic operating parameter configuration method and system using the same |
| CN103117918A (en) * | 2013-01-21 | 2013-05-22 | 苏州阔地网络科技有限公司 | Automatic parameter configuration method and system using the same |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN105225027A (en) * | 2015-08-26 | 2016-01-06 | 上海银天下科技有限公司 | Customer allocation method and system |
| CN105553833A (en) * | 2015-12-30 | 2016-05-04 | 上海智臻智能网络科技股份有限公司 | Customer service system and service method and robot customer service thereof |
| CN105577529A (en) * | 2015-12-30 | 2016-05-11 | 上海智臻智能网络科技股份有限公司 | Robot customer service, and customer service method and intelligent customer service system thereof |
| CN105991849A (en) * | 2015-02-13 | 2016-10-05 | 华为技术有限公司 | Seat service method, apparatus and system |
| CN106155532A (en) * | 2015-04-23 | 2016-11-23 | 腾讯科技（深圳）有限公司 | A kind of method of quickly revert, terminal and system |
| WO2017067394A1 (en) * | 2015-10-19 | 2017-04-27 | 阿里巴巴集团控股有限公司 | Method and system for distributing customer service modes |
| CN106685795A (en) * | 2015-11-10 | 2017-05-17 | 深圳市云软信息技术有限公司 | Multichannel instant messaging system and session method |
| CN107231393A (en) * | 2016-03-24 | 2017-10-03 | 阿里巴巴集团控股有限公司 | A kind of conversation processing method and device |
| CN107888786A (en) * | 2017-11-22 | 2018-04-06 | 程桂平 | A kind of method and computer system of intelligent Matching operator |
| CN107968893A (en) * | 2016-10-19 | 2018-04-27 | 阿里巴巴集团控股有限公司 | A kind of means of communication and device |
| CN108521395A (en) * | 2018-02-07 | 2018-09-11 | 成都金铠甲科技有限公司 | A kind of online customer service management system and method |
| CN109145092A (en) * | 2017-06-15 | 2019-01-04 | 阿里巴巴集团控股有限公司 | A kind of database update, intelligent answer management method, device and its equipment |
| CN109618068A (en) * | 2018-11-08 | 2019-04-12 | 上海航动科技有限公司 | A kind of voice service method for pushing, device and system based on artificial intelligence |
| CN109787940A (en) * | 2017-11-14 | 2019-05-21 | 北京神州泰岳信息安全技术有限公司 | A kind of user data processing method and processing device based on robot customer service |
| WO2019157780A1 (en) * | 2018-02-13 | 2019-08-22 | 平安科技（深圳）有限公司 | Automatic call answering method, electronic device and computer-readable storage medium |
| CN110874394A (en) * | 2019-10-12 | 2020-03-10 | 中国平安财产保险股份有限公司 | Intelligent answering method, electronic device and storage medium |
| CN111064607A (en) * | 2019-12-10 | 2020-04-24 | 珠海格力电器股份有限公司 | Management method, device and storage medium of network operation and maintenance system |
| CN111147675A (en) * | 2019-12-05 | 2020-05-12 | 商客通尚景科技（上海）股份有限公司 | Shunting method and device for cloud call center telephone |
| CN111401772A (en) * | 2020-03-26 | 2020-07-10 | 支付宝(杭州)信息技术有限公司 | Customer service request distribution method, device and equipment |
| CN111917804A (en) * | 2018-07-13 | 2020-11-10 | 阿里巴巴集团控股有限公司 | Service channel recommendation method, system and equipment |
| CN112435037A (en) * | 2019-08-23 | 2021-03-02 | 腾讯科技（深圳）有限公司 | Customer service providing method, device, equipment and storage medium |
Citations (14)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20050141694A1 (en) * | 2003-12-26 | 2005-06-30 | Alcatel | Real-time communications call center server |
| CN1691648A (en) * | 2004-04-24 | 2005-11-02 | 腾讯科技（深圳）有限公司 | A method and system for information service in instant messaging (IM) |
| CN1821991A (en) * | 2005-02-18 | 2006-08-23 | 上海赢思软件技术有限公司 | Knowledge question-and-answer quick processing system based on artificial intelligence |
| CN1832515A (en) * | 2005-03-08 | 2006-09-13 | 华为技术有限公司 | Authorization system of automatic answering equipment and its authorization method |
| CN1913556A (en) * | 2006-08-23 | 2007-02-14 | 王亚盛 | System for implementing voice message one-way distributing and receiving and its operating method |
| US7181418B1 (en) * | 1999-11-30 | 2007-02-20 | John Todd Zucker | Internet customer service method and system |
| CN1960344A (en) * | 2006-10-13 | 2007-05-09 | 杜克发 | Instant communication method of combining manual service |
| CN101094271A (en) * | 2007-07-20 | 2007-12-26 | 华为技术有限公司 | Method and device for creating menu of automatic voice responsion system |
| CN101123548A (en) * | 2006-08-08 | 2008-02-13 | 阿里巴巴公司 | An information service method and system in instant communication |
| US20080198979A1 (en) * | 2007-02-21 | 2008-08-21 | Jens Ulrik Skakkebaek | Voicemail filtering and transcription |
| CN101431573A (en) * | 2007-11-08 | 2009-05-13 | 上海赢思软件技术有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| CN101478612A (en) * | 2009-02-03 | 2009-07-08 | 中国电信股份有限公司 | Commodity preordering method and system based on instant communication supporting call center |
| CN101556669A (en) * | 2008-04-11 | 2009-10-14 | 上海赢思软件技术有限公司 | Method and device for conducting personalized marketing with user by using human-computer interaction technology |
| TW201019671A (en) * | 2008-11-07 | 2010-05-16 | Esoon China Corp | Internet real-time interaction system and the method thereof |
-
2011
- 2011-04-08 CN CN201110087530.0A patent/CN102739557B/en active Active
Patent Citations (14)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7181418B1 (en) * | 1999-11-30 | 2007-02-20 | John Todd Zucker | Internet customer service method and system |
| US20050141694A1 (en) * | 2003-12-26 | 2005-06-30 | Alcatel | Real-time communications call center server |
| CN1691648A (en) * | 2004-04-24 | 2005-11-02 | 腾讯科技（深圳）有限公司 | A method and system for information service in instant messaging (IM) |
| CN1821991A (en) * | 2005-02-18 | 2006-08-23 | 上海赢思软件技术有限公司 | Knowledge question-and-answer quick processing system based on artificial intelligence |
| CN1832515A (en) * | 2005-03-08 | 2006-09-13 | 华为技术有限公司 | Authorization system of automatic answering equipment and its authorization method |
| CN101123548A (en) * | 2006-08-08 | 2008-02-13 | 阿里巴巴公司 | An information service method and system in instant communication |
| CN1913556A (en) * | 2006-08-23 | 2007-02-14 | 王亚盛 | System for implementing voice message one-way distributing and receiving and its operating method |
| CN1960344A (en) * | 2006-10-13 | 2007-05-09 | 杜克发 | Instant communication method of combining manual service |
| US20080198979A1 (en) * | 2007-02-21 | 2008-08-21 | Jens Ulrik Skakkebaek | Voicemail filtering and transcription |
| CN101094271A (en) * | 2007-07-20 | 2007-12-26 | 华为技术有限公司 | Method and device for creating menu of automatic voice responsion system |
| CN101431573A (en) * | 2007-11-08 | 2009-05-13 | 上海赢思软件技术有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| CN101556669A (en) * | 2008-04-11 | 2009-10-14 | 上海赢思软件技术有限公司 | Method and device for conducting personalized marketing with user by using human-computer interaction technology |
| TW201019671A (en) * | 2008-11-07 | 2010-05-16 | Esoon China Corp | Internet real-time interaction system and the method thereof |
| CN101478612A (en) * | 2009-02-03 | 2009-07-08 | 中国电信股份有限公司 | Commodity preordering method and system based on instant communication supporting call center |
Cited By (38)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103095500A (en) * | 2013-01-21 | 2013-05-08 | 苏州阔地网络科技有限公司 | Method and system for automatically configuring server operating parameters |
| CN103117916B (en) * | 2013-01-21 | 2015-09-30 | 阔地教育科技有限公司 | The method and system that a kind of parameter configures automatically |
| CN103117917B (en) * | 2013-01-21 | 2015-09-30 | 阔地教育科技有限公司 | A kind of method and system of automatic configuration operation parameter |
| CN103117918A (en) * | 2013-01-21 | 2013-05-22 | 苏州阔地网络科技有限公司 | Automatic parameter configuration method and system using the same |
| CN103117916A (en) * | 2013-01-21 | 2013-05-22 | 苏州阔地网络科技有限公司 | Method and system with automatic parameter configuration |
| CN103095500B (en) * | 2013-01-21 | 2015-07-15 | 苏州阔地网络科技有限公司 | Method for automatically configuring server operating parameters |
| CN103117918B (en) * | 2013-01-21 | 2015-08-19 | 阔地教育科技有限公司 | A kind of method and system of automatic configuration parameter |
| CN103117917A (en) * | 2013-01-21 | 2013-05-22 | 苏州阔地网络科技有限公司 | Automatic operating parameter configuration method and system using the same |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN103684874B (en) * | 2013-12-31 | 2017-01-25 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN105991849B (en) * | 2015-02-13 | 2019-03-01 | 华为技术有限公司 | One kind is attended a banquet method of servicing, apparatus and system |
| CN105991849A (en) * | 2015-02-13 | 2016-10-05 | 华为技术有限公司 | Seat service method, apparatus and system |
| CN106155532A (en) * | 2015-04-23 | 2016-11-23 | 腾讯科技（深圳）有限公司 | A kind of method of quickly revert, terminal and system |
| CN105225027A (en) * | 2015-08-26 | 2016-01-06 | 上海银天下科技有限公司 | Customer allocation method and system |
| WO2017067394A1 (en) * | 2015-10-19 | 2017-04-27 | 阿里巴巴集团控股有限公司 | Method and system for distributing customer service modes |
| CN106685795A (en) * | 2015-11-10 | 2017-05-17 | 深圳市云软信息技术有限公司 | Multichannel instant messaging system and session method |
| CN105553833A (en) * | 2015-12-30 | 2016-05-04 | 上海智臻智能网络科技股份有限公司 | Customer service system and service method and robot customer service thereof |
| CN105577529A (en) * | 2015-12-30 | 2016-05-11 | 上海智臻智能网络科技股份有限公司 | Robot customer service, and customer service method and intelligent customer service system thereof |
| CN105577529B (en) * | 2015-12-30 | 2019-03-05 | 上海智臻智能网络科技股份有限公司 | Robot customer service and its client service method, intelligent customer service system |
| CN105553833B (en) * | 2015-12-30 | 2019-03-05 | 上海智臻智能网络科技股份有限公司 | Customer service system and its method of servicing, robot customer service |
| CN107231393A (en) * | 2016-03-24 | 2017-10-03 | 阿里巴巴集团控股有限公司 | A kind of conversation processing method and device |
| CN107968893A (en) * | 2016-10-19 | 2018-04-27 | 阿里巴巴集团控股有限公司 | A kind of means of communication and device |
| CN109145092A (en) * | 2017-06-15 | 2019-01-04 | 阿里巴巴集团控股有限公司 | A kind of database update, intelligent answer management method, device and its equipment |
| CN109787940B (en) * | 2017-11-14 | 2021-10-29 | 北京神州泰岳信息安全技术有限公司 | User data processing method and device based on robot customer service |
| CN109787940A (en) * | 2017-11-14 | 2019-05-21 | 北京神州泰岳信息安全技术有限公司 | A kind of user data processing method and processing device based on robot customer service |
| CN107888786A (en) * | 2017-11-22 | 2018-04-06 | 程桂平 | A kind of method and computer system of intelligent Matching operator |
| CN108521395A (en) * | 2018-02-07 | 2018-09-11 | 成都金铠甲科技有限公司 | A kind of online customer service management system and method |
| WO2019157780A1 (en) * | 2018-02-13 | 2019-08-22 | 平安科技（深圳）有限公司 | Automatic call answering method, electronic device and computer-readable storage medium |
| CN111917804A (en) * | 2018-07-13 | 2020-11-10 | 阿里巴巴集团控股有限公司 | Service channel recommendation method, system and equipment |
| CN111917804B (en) * | 2018-07-13 | 2022-11-15 | 阿里巴巴集团控股有限公司 | Service channel recommendation method, system and equipment |
| CN109618068A (en) * | 2018-11-08 | 2019-04-12 | 上海航动科技有限公司 | A kind of voice service method for pushing, device and system based on artificial intelligence |
| CN109618068B (en) * | 2018-11-08 | 2021-04-16 | 上海航动科技有限公司 | Voice service pushing method, device and system based on artificial intelligence |
| CN112435037A (en) * | 2019-08-23 | 2021-03-02 | 腾讯科技（深圳）有限公司 | Customer service providing method, device, equipment and storage medium |
| CN112435037B (en) * | 2019-08-23 | 2023-10-17 | 腾讯科技（深圳）有限公司 | Customer service providing method, customer service providing device, customer service providing equipment and storage medium |
| CN110874394A (en) * | 2019-10-12 | 2020-03-10 | 中国平安财产保险股份有限公司 | Intelligent answering method, electronic device and storage medium |
| CN111147675A (en) * | 2019-12-05 | 2020-05-12 | 商客通尚景科技（上海）股份有限公司 | Shunting method and device for cloud call center telephone |
| CN111064607A (en) * | 2019-12-10 | 2020-04-24 | 珠海格力电器股份有限公司 | Management method, device and storage medium of network operation and maintenance system |
| CN111401772A (en) * | 2020-03-26 | 2020-07-10 | 支付宝(杭州)信息技术有限公司 | Customer service request distribution method, device and equipment |
Also Published As
| Publication number | Publication date |
|---|---|
| CN102739557B (en) | 2016-06-22 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102739557A (en) | User distribution method and device in customer services | |
| CN106658564B (en) | The recognition methods of domestic consumer a kind of and device | |
| CN105512153A (en) | Method and device for service provision of online customer service system, and system | |
| CN107135319A (en) | Distribution method of attending a banquet and device | |
| CN101957845B (en) | On-line application system and implementation method thereof | |
| US20030172133A1 (en) | Method and apparatus for providing a helpdesk service | |
| CN104714984A (en) | Database optimization method and device | |
| CN105721660A (en) | Harassment call identification method and system | |
| CN109634994A (en) | A kind of the matching method for pushing and computer equipment and storage medium of resume and position | |
| CN101667998A (en) | Method, device and system for mobile search | |
| CN107528761A (en) | A kind of method and system of wechat public number automatic information reply | |
| US20100042468A1 (en) | Automatic survey request based on ticket escalation | |
| EP2369481A2 (en) | A system for detecting usability problems of users while using their mobile devices | |
| US20090083221A1 (en) | System and Method for Estimating and Storing Skills for Reuse | |
| CN104902498B (en) | The recognition methods of user's network re-entry and device | |
| CN113412607A (en) | Content pushing method and device, mobile terminal and storage medium | |
| CN111628896A (en) | IT operation and maintenance management method, device, equipment and computer storage medium | |
| CN107562457B (en) | Navigation menu generation method and device | |
| CN106656731A (en) | EDM (Email Direct Marketing) mail sending method and device | |
| US20110078175A1 (en) | Auditing Search Requests in a Relationship Analysis System | |
| CN102571623A (en) | Method and system for transmitting information in instant messaging | |
| CN103873698B (en) | Terminal association device and terminal association method | |
| CN112019691A (en) | Intelligent reply method for power consultation | |
| US7995735B2 (en) | Method and apparatus for managing customer data | |
| CN105160547A (en) | Cross-network identification method and system based on stable contact index |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant |