Customer service chatting method, device, customer service terminal, server and storage medium

A customer service terminal and server technology, applied in the field of communication, can solve the problems of lower customer service chat system satisfaction, reply messages that do not solve users, and low service efficiency of customer service to users, so as to reduce erroneous replies or repeated replies to user questions, and reduce No reply or wrong reply for a long time, the effect of improving satisfaction

Active Publication Date: 2020-04-14
苏州紫焰网络科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In the prior art, when the customer service replies to the questions raised by the user through the customer service chat system, it often fails to reply to the user for a long time due to reasons such as not obtaining the user's question in time, or not answering the obtained user's question, etc. Or the reply message does not solve the user's problem, which makes the service efficiency of the customer service to the user low, and reduces the user's satisfaction with the customer service chat system

Method used

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  • Customer service chatting method, device, customer service terminal, server and storage medium
  • Customer service chatting method, device, customer service terminal, server and storage medium
  • Customer service chatting method, device, customer service terminal, server and storage medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0060] figure 1 It is a flow chart of a customer service chat method in Embodiment 1 of the present invention. This embodiment can be applied to the scene where customer service personnel serve users to avoid the loss of user messages. The method can be implemented by a customer service chat device applied to the customer service end Execution, the device can be realized by software and / or hardware, and can generally be integrated into various customer service terminals that provide customer service. combine figure 1 , including the following steps:

[0061] Step 110, the customer service terminal acquires the first target work order currently to be processed, and according to the user information of the first target user in the first target work order, establishes a chat window for this chat between the customer service personnel and the first target user.

[0062] In the embodiment of the present invention, the customer service terminal refers to computer equipment such as...

Embodiment 2

[0079] figure 2 It is a flow chart of a customer service chat method in Embodiment 2 of the present invention. This embodiment can be applied to the scene where customer service personnel serve users to avoid the loss of user messages. The method can be implemented by a customer service chat device applied to a server Execution, the device can be implemented by software and / or hardware, and can generally be integrated in various servers that provide customer service. to combine figure 2 , including the following steps:

[0080] Step 210, the server generates an update and comparison message sequence in real time according to the user message sent by the first target user in real time, and sends it to the customer service terminal currently processing the first target work order of the first target user.

[0081] In the embodiment of the present invention, the first target work order is the work order currently processed by the customer service end, and the first target wor...

Embodiment 3

[0089] image 3 It is a sequence diagram of an application scenario applicable to the embodiment of the present invention, and this embodiment can be combined with various optional solutions in the foregoing embodiments. Specifically, refer to image 3 , the method may include the following steps:

[0090] First, the customer service terminal logs in to the server according to the login information entered by the customer service personnel, and sends a request to the server to obtain a work order list.

[0091] Optionally, the customer service terminal receives the login information such as the login account and password input by the customer service personnel, and logs in to the server in sequence according to the login information according to the queuing order of the login, then sends a request to the server to obtain the work order list, and receives the work order returned by the server list, so as to subsequently select the first target work order to be processed from ...

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Abstract

The invention discloses a customer service chatting method, device, client, server and storage medium. The method includes: the customer service terminal obtains the currently pending first target work order, and according to the user information of the first target user in the first target work order, establishing a chat window for this chat between the customer service personnel and the first target user ; The receiving server compares the updated comparison message sequence generated in real time according to the user message sent by the first target user in real time, and compares it with the latest received message of the customer service terminal; if the comparison is successful, then according to the updated comparison message sequence to chat The display content in the window is updated; if the comparison fails, the requesting server provides a new update and comparison message sequence according to the latest received message, and updates the display content in the chat window according to the new update and comparison message sequence. The technical solution of the embodiment of the present invention avoids losing messages sent by the user, and improves the service efficiency of the customer service to the user.

Description

technical field [0001] The embodiments of the present invention relate to the technical field of communication, and in particular to a customer service chat method, device, client, server and storage medium. Background technique [0002] With the development of communication technology and e-commerce, people's service awareness is getting higher and higher, and many companies will provide customer service chat systems to answer questions raised by users. [0003] In the prior art, when the customer service replies to the questions raised by the user through the customer service chat system, it often fails to reply to the user for a long time due to reasons such as not obtaining the user's question in time, or not answering the obtained user's question, etc. Or the reply message does not solve the user's problem, so that the efficiency of the customer service to the user is low, and the user's satisfaction with the customer service chat system is reduced. Contents of the in...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L29/08H04L12/58H04L29/06
CPCH04L67/141H04L67/02H04L69/162H04L51/216H04L67/566
Inventor 宋大伟邹黎盛
Owner 苏州紫焰网络科技有限公司
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