Artificial telephone customer service auxiliary system and method

Abstract

The invention discloses an artificial telephone customer service auxiliary system and method. The method includes the following steps: acquiring conversation voice of a visitor, converting the conversation voice to a conversation text, and saving knowledge content required in customer service and the conversation text of the visitor, wherein the conversation text takes voice print of the visitor as an identity label of the visitor; and searching for a corresponding answer from a knowledge base on the basis of the conversation text of the visitor, exhibiting the answer to a customer service worker; and based on the voice print of the visitor, determining whether the current visitor is a new customer or a frequency customer so as to apply different strategies to different types of customer service workers. The system and the method greatly reduce requirements for the capability of the customer service workers. Enterprises do not need to conduct long time training on customer service workers. Customer service workers do not need to memorize a great amount of product information. The system and the method also increase working efficiency, saves cost and reduce work difficulty.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a manual telephone customer service assistance system and a corresponding method. Background technique [0002] The implementation and application of telephony in communication technology are comparative, and it has already been popularized in various industries and regions around the world. And today with the rapid development of network communication technology, telephone is still the most important means of communication. This is especially true in the field of customer service or marketing. At present, many companies in almost every industry will have a large number of telephone customer service teams or telemarketing teams to solve problems such as pre-sales consultation, after-sales service, and product sales. [0003] The current method generally requires high personal ability of telephone customer service or marketing personnel. In addition to requirements such as ...

AI Technical Summary

Problems solved by technology

[0004] 1. Due to the high requirements for personal abilities (memory ability, thinking ability, quick response ability, etc.), many people cannot engage in this job;

[0005] 2. Due to the personal ability of the customer service personnel, the customer service experience is poor and the work efficiency is low (for example, after the customer asks a question, the customer service personnel need to spend time inquiring about the information, which causes the customer to wait for a long time);

[0006] 3. Due to the efficiency of marketing personnel, the probability of marketing success is reduced

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