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Queuing optimization method and device for manual online consultation

An optimization method and artificial technology, applied in the field of Internet communication, can solve problems such as adverse effects and user loss, and achieve the effect of reducing pressure and reducing labor costs.

Active Publication Date: 2020-04-24
ALIBABA GRP HLDG LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In such a case, because they did not help users solve the problem in the end, it caused a substantial adverse impact on the company or its products, and may cause user loss

Method used

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  • Queuing optimization method and device for manual online consultation
  • Queuing optimization method and device for manual online consultation
  • Queuing optimization method and device for manual online consultation

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Embodiment Construction

[0036] The solutions provided in this specification will be described below in conjunction with the accompanying drawings.

[0037] The embodiment of this specification provides a queuing optimization method for manual online consultation. In the following, the inventive concept of the method is firstly introduced.

[0038]At present, the service platform usually sets up a customer service platform to provide customer service to users on the service platform, and the customer service platform usually provides two online services, robot consultation service and manual consultation service. Because robot customer service can usually only solve common problems, users still prefer to use human consultation services. When the number of users applying for manual consulting services exceeds the service capacity of the customer service platform, users will need to wait in line, and waiting in line will undoubtedly reduce user experience, and the longer the queue time, the more likely...

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Abstract

The invention relates to a queuing optimization method for manual online consultation, and the method comprises the steps: firstly, transmitting prompt information to a user queued in a waiting queuefor manual online consultation, the prompt information being used for inviting the user to enter a chat room; then, in response to a confirmation instruction of the user for the prompt information, adding the user into the chat room, and keeping the user in the waiting queue; then, obtaining consultation information of the user, and displaying the consultation information in the chat room; then, answer information for the consultation information is received, the answer information is displayed in the chat room, and the answer information is input by one or more other users in the chat room; judging whether the user confirms that the consulting information is solved; and under the condition that the user confirms that the consultation information is solved, quitting the user from the waiting queue.

Description

technical field [0001] One or more embodiments of this specification relate to the field of Internet communication, and in particular to a queuing optimization method and device for manual online consultation. Background technique [0002] Today, when the Internet has spread to all aspects of people's lives, online customer service systems have become quite common. Online customer service systems can generally improve work efficiency and reduce labor costs. Early online customer service generally answered user inquiries manually, but now an intelligent robot is added to answer user inquiries. However, since artificial intelligence is still developing, online consultation with robots often does not always satisfy users, and users generally turn to manual online consultation at this time. Queues are often unavoidable in the event of overcrowding when moving from live consultations to robots to human beings. If the queue time is too long, the user is likely to choose to give...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G07C11/00
CPCG06Q30/01G07C11/00G07C2011/04
Inventor 夏晨曦
Owner ALIBABA GRP HLDG LTD
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