Intelligent customer service communication system

A technology of intelligent customer service and customer service system, applied in the field of customer service system, can solve problems such as poor communication between customer service and customers

Inactive Publication Date: 2018-06-15
SHANGHAI MEIQI PUYUE COMM TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In order to overcome the lack of smooth communication between existing customer service and customers, the present invention provides an intelligent customer service communication system

Method used

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  • Intelligent customer service communication system

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Embodiment Construction

[0018] This intelligent customer service communication system of the present invention:

[0019] The user sends a call request to the customer service system through the call device. When the call request is sent, the smart customer service will answer it. The user puts forward the service demand through voice, and the smart customer service will hand over the follow-up processing after matching according to the database information;

[0020] Subsequent processing is divided into intelligent customer service processing and manual service. Intelligent customer service can handle some simple business, and all difficult business will be handled by manual customer service;

[0021] Manual customer service is divided into two categories: special customer service for VIP users and customer service for ordinary users;

[0022] End the session after solving the user's query.

[0023] When the user encounters a problem and needs to communicate with the customer service system, the use...

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Abstract

The invention relates to an intelligent customer service communication system, wherein a user sends a conversation request to a customer service system through a conversation device, when the conversation request is sent, an intelligent customer service agent answers, the user makes a request for services through voices, the intelligent customer service agent performs matching according to database information, and then subsequent processing is executed; the subsequent processing is divided into intelligent customer service processing and manual service, the intelligent customer service agentcan process some simple services, and all difficult services are processed by manual customer service agents; the manual customer service agents are divided into two types including a VIP user dedicated customer service agent and a normal user customer service agent; and conversation is ended after questions of the user are solved. With the intelligent customer service conversation system, in use,passively listening to a series of introductions by the customers is changed into actively making questions and requests by the customers, thus, customer waiting time is reduced, efficiency of communication between the customers and the customer service agent is improved, emotion changes of the customers caused by waiting for a long time are avoided, and good communication atmosphere between thecustomers and the customer service agent is guaranteed

Description

technical field [0001] The invention relates to the technical field of customer service systems, in particular to an intelligent customer service communication system. Background technique [0002] As a bridge between customers and enterprises, the customer service system plays a key role. However, the current customer service system has cumbersome communication problems when communicating with users. It requires users to listen to electronic voices for a long time before they can understand what operations need to be performed. Users only call customer service to communicate when they encounter problems. Users are in the stage of emotional agitation, depression or irritability, so they need to wait for a long time, which is more likely to cause some negative emotions and affect the communication between users and customer service. Lead to poor communication and affect the corporate image. Contents of the invention [0003] In order to overcome the existing problem of uns...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04L29/08G06Q30/00G06F17/30
CPCH04M3/5166G06F16/951G06Q30/016H04L67/14
Inventor 谢为友逯利军钱培专
Owner SHANGHAI MEIQI PUYUE COMM TECH
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