Customer service system service method

Abstract

A customer service system service method comprises the following steps: when a robot for customer service receives a conversation message from a customer client, detecting whether the robot is in a session holding state or not; when the robot for customer service detects that the robot is in a session holding state, executing the transmission operation of the conversation message between the customer client and the customer service client; when the robot for customer service detects that the robot is not in a session holding state, the autonomous processing of the session messages is carried out by the robot for customer service; in the autonomous processing process, when the preset conversation holding condition is met, executing the process of switching the robot customer service to a session holding state. According to the scheme, the cooperative work of the personnel for customer service and the robot for customer service can be realized, so that the effectiveness of the service ofthe customer service system can be enhanced, and the user experience of the customer can be improved.

Description

[0001] This application is a divisional application with an application date of December 30, 2015, an application number of 201511025278.5, and an invention titled "customer service system and its service method, and robot customer service". technical field [0002] The invention relates to the technical field of instant messaging, in particular to a customer service system service method and a computer-readable storage medium. Background technique [0003] With the rapid development of the Internet and the improvement of people's service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0004] The current customer service system usually consists of machine customer service and human customer service. Machine customer service is usually a web-based instant messaging tool, and human customer service is usually an instant messaging tool embedded in a web page. Each human customer service client ...

AI Technical Summary

Problems solved by technology

However, in the actual application process, the customer service robot identifies the content of the conversation message input by the customer, searches the stored resource database for data that matches the content of the conversation message, and sends the matched data to the user client for further processing. Response, for the same question, it is usually repeated mechanically, which is easy to irritate customers and affect customer experience

However, manual customer service cannot always be online, and usually has to deal with multiple customers at the same time, so there are cases where they cannot reply in time

Therefore, the current customer service system is difficult to effectively meet the customer's service needs, affecting the customer's user experience

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