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Online customer service instant chat system and method

A customer service and first-level technology, applied in the field of instant chat, can solve problems such as high repetition and low value, achieve the effect of reducing system load, simple judgment method, and reducing busyness

Pending Publication Date: 2021-12-03
郑州时空隧道信息技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

When users and delivery personnel give feedback to the platform, simply relying on face-to-face and phone calls can no longer meet the needs of users, more pictures are more, and when the number of running men and user inquiries increases, customer service personnel often It is difficult to load, and because a large number of inquiries have low value and high repetition, the automatic reply function of online customer service can just meet this demand

Method used

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  • Online customer service instant chat system and method
  • Online customer service instant chat system and method

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Embodiment Construction

[0052] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in combination with specific embodiments and with reference to the accompanying drawings. It should be understood that these descriptions are exemplary only, and are not intended to limit the scope of the present invention. Also, in the following description, descriptions of well-known structures and techniques are omitted to avoid unnecessarily obscuring the concept of the present invention.

[0053] The present invention is a system for instant chatting of online customer service, combining figure 1 , including request receiving unit, automatic answering unit, answering library, monitoring unit, queue updating unit and assigning unit.

[0054] The request receiving unit receives the user's customer service access request.

[0055] Using WebSocket and Redis to build a message push service center, the service ...

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Abstract

The invention relates to an online customer service instant chat system and method. The method comprises the following steps: receiving a customer service access request of a user; automatically matching answers according to the questions of the user and transmitting the answers to the user; acquiring the matching degree of the automatic response of each user, and if the single-time matching degree is lower than a single-time matching degree threshold value or the cumulative matching degree mean value from the beginning of the connection is lower than a current mean value threshold value, outputting a prompt whether to turn to manual operation or not; when the user selects to switch to manual work, adding the user into a queue; monitoring whether the user in the queue is online or not, if not, removing the user from the queue, and removing users who click to cancel the manual service from the queue; and assigning the manual customer service to users in the queue. With the method, the switching threshold value of the manual customer service is adaptively adjusted according to the idle degree of the manual customer service, so that the satisfaction degree of the customer is improved under the condition that the manual customer service is not busy, and the switching threshold value is automatically improved under the condition that the manual customer service is extremely busy, so that the busy degree of the manual customer service is reduced, and the problem of answering the customer with low matching degree is preferentially solved.

Description

technical field [0001] The invention relates to the technical field of instant chat, in particular to a system and method for online customer service instant chat. Background technique [0002] Now the diversity of feedback questions is not limited to text and voice, but also pictures and videos. For the express delivery industry, its online customer service system needs to process the feedback information from users and delivery personnel. When users and delivery personnel give feedback to the platform, simply relying on face-to-face and phone calls can no longer meet the needs of users, more pictures are used, and when the number of running men and user inquiries increases, customer service personnel often It is difficult to load, and because a large number of inquiries have low value and high repetition, the automatic reply function of online customer service can just meet this demand. [0003] How to provide the rationality of switching between automatic information pr...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06F16/332G06F16/33
CPCG06Q30/01G06F16/3329G06F16/3344
Inventor 孙红军
Owner 郑州时空隧道信息技术有限公司
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