Method and device for service provision of online customer service system, and system

Abstract

The invention discloses a method and device for service provision of an online customer service system and the online customer service system. The method comprises the steps that an instruction for using the online customer service system sent by a user is received; according to saved behavior trace tracking data as well as historical access data of the user, the user is classified, and services used by the user or a question proposed by the user are predicted; and a menu interface corresponding to a classification result is displayed on an online customer service interface, or an online customer service worker corresponding to the classification result is assigned. The method and device for the service provision as well as the online customer service system disclosed by the invention have the advantages that the type of the question to be proposed by the user are predicted through user classification and a menu related with the classification or the online customer service worker proficient in solving the type of questions is displayed, so that convenient and rapid help services can be provided to the user; use efficiency of the user can be increased; the user's service experience can be improved; and working pressure of the online customer service worker can be relieved.

Description

technical field [0001] The present invention relates to the field of communication technology, in particular to a service providing method, device and system of an online customer service system. Background technique [0002] After several years of development, the online customer service system has become an indispensable tool for website customer service and auxiliary website sales. Online customer service system is a general term for a web version of instant messaging software, which realizes seamless integration with the website and provides a platform for the website to communicate with visitors. Website visitors can have conversations through web pages without installing any software. At present, each operator provides self-service services such as activation and inquiry, and users' self-service forms in online halls have become a trend. For self-service, the online hall provides the function of "online customer service". When users encounter unclear places, they can...

AI Technical Summary

Problems solved by technology

[0004] 1. High learning costs for users: in the menu-style help, users must first understand the contents of the menu before they can make choices according to their own problems;

[0005] 2. It is time-consuming for users to communicate: in manual services, users have to input more words to express the problems that arise;

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