The invention relates to the technical field of intelligent customer
service system, particularly to a multi-terminal intelligent customer service solution method. The method comprises: a customer enters a customer terminal for page consultation; a
system automatically displays common problems, the user makes confirmation, and if the problem of the user has been solved, the user makes confirmation and gives a
score for satisfaction; if the problem of the user is not solved, the user can submit the problem in a voice and text manner; a key word is extracted by a voice transform technique; key work information matching is carried out by an intelligent customer service problem
processing center; a solution plane is sent if matching is done successfully; if matching fails, transferring to the customer
service system is carried out for
processing; the customer
service system obtains
user information and a problem content, and thus the problem is solved manually and an order
record is generated; and an unsolved
problem list is generated, the customer service
system sets key words and solution plans, and the information is recorded and inputted into a QA
knowledge base. Therefore, 80% of repeated problems of the users can be solved, so that the repeated labor time of the customer service staff can be reduced substantially and thus the work efficiency can be improved. Besides, the queuing time for consultation by the user can be reduced and the solution plans of the problems can be obtained timely.