Customer service demand identification method and device

Abstract

One or more embodiments of the present specification provide a customer service demand identification method and device. The method comprises the following steps of acquiring application usage information of a target user, with the application usage information comprising at least one of application operation behavior data, application operation interface screenshots, and application exception detection information; based on the application use information of the target user, intelligently identifying whether the target user has a customer service demand or not; when determining that the target user needs customer service, automatically pushing customer service to the target user. Therefore, the customer service entrance does not need to be arranged at a significant position; even if the customer service entrance is arranged at a relatively hidden position, the target user can still be ensured to quickly enter the customer service module, so that the target user is ensured to enjoy thecorresponding customer service in time, the troublesome problem encountered by the target user is solved in time through customer service intervention, and the user experience is improved.

Description

technical field [0001] One or more of this specification relates to the field of intelligent identification technologies, and in particular to a method and device for identifying customer service needs. Background technique [0002] At present, with the rapid development of Internet technology and the increasing popularity of smart phones, smart phones have been integrated into all aspects of life, and users will install corresponding applications in their smart phones according to their actual needs. Provide users with business services such as shopping, financial management, and leasing. However, various problems are often encountered during the use of the application. Therefore, it is necessary to provide online customer service for users to solve related problems of users. Specifically, by setting the customer service entrance at the specified location on the application page, when the user enters the customer service module through the customer service service entrance,...

AI Technical Summary

Problems solved by technology

[0003] At present, it is difficult to choose the location of the customer service entrance. If the customer service entrance is set in a more conspicuous position, such as the top or sidebar of the application, or a customer service entrance is set in each application page, then It will inevitably occupy a certain visible area, and the impact on the user's operation will be more obvious when the visible area of ​​the mobile terminal is small; correspondingly, if the customer service entrance is set in a relatively hidden location, this will inevitably increase the user's positioning of customer service. The difficulty of entry reduces the user experience

Therefore, it is impossible to simultaneously take into account the problem that the customer service entrance is set in an easy-to-find position, which leads to the occupation of the visible area, and the customer service entrance is set in an overly concealed position, which makes it difficult for users to find it.

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