WO2016201815A1 - Procédé et appareil pour assurer un service clients en ligne - Google Patents

Procédé et appareil pour assurer un service clients en ligne Download PDF

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Publication number
WO2016201815A1
WO2016201815A1 PCT/CN2015/090187 CN2015090187W WO2016201815A1 WO 2016201815 A1 WO2016201815 A1 WO 2016201815A1 CN 2015090187 W CN2015090187 W CN 2015090187W WO 2016201815 A1 WO2016201815 A1 WO 2016201815A1
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WIPO (PCT)
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session
template
topic
semantic description
semantic
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PCT/CN2015/090187
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English (en)
Chinese (zh)
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刘志阳
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ZTE Corp
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ZTE Corp
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/903—Querying
    • G06F16/90335—Query processing
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services

Definitions

  • the present invention relates to the field of communications, and in particular, to a method and apparatus for providing online customer service.
  • the contact center usually provides an online customer service portal in the network hall, the palm office and other systems.
  • the customer enters the online customer service system and chats with the robot in real time to complete the business consulting and business processing requirements.
  • chat bot the customer often finds that after a period of chat, the robot repeatedly confirms the meaning of the problem with the customer, or fails to answer the customer's question or answer the question, resulting in poor customer experience. This happens because the existing online customer service system usually has the following problems:
  • the system uses the simple word segmentation method to extract keywords from the customer's questions, and can't analyze the meaning from the perspective of natural language, which causes the system to misunderstand the customer's problems;
  • the traditional search engine is used to search for the answer based on the keyword, resulting in a low accuracy of the answer.
  • the existing online customer service system usually adopts a question-and-answer session mode when the customer asks questions and automatically answers the system.
  • Each round of questions and answers is irrelevant or low-degree, and does not serve the client's theme according to the session scene. , resulting in incoherent semantics during the conversation process, the system automatically responds with low accuracy and affects the customer experience.
  • the invention provides a method and a device for providing an online customer service, which are used to solve the problem that the existing online customer service system does not serve the subject of the customer consultation according to the session scenario, and the answer to the customer consultation problem is low.
  • a method for providing an online customer service including: after establishing an online customer service, performing semantic analysis on the received session message to obtain a first semantic description; and selecting a preset according to the first semantic description Session template; responds to subsequent received session messages according to the session template and prompts the user with questions set in the session template.
  • the selecting a preset session template according to the first semantic description includes: searching, in a preset session template, a session template corresponding to a topic having the greatest relevance to the first semantic description.
  • the method further includes: before performing semantic analysis on the received session message, separately establishing a corresponding session template for each topic included in each service, where the session template includes a topic-related problem and Data information.
  • the session template responds to the subsequently received session message and prompts the user for the problem set in the session template.
  • the method includes: after performing semantic analysis on the subsequently received session message to obtain a second semantic description, searching for data information of a topic corresponding to the second semantic description in the session template, and prompting the user with topic data corresponding to the second semantic description, Prompts the user to the question in the order in which they are prompted in the session template.
  • the session template responds to the subsequently received session message and prompts the user for the problem set in the session template, including: performing semantic analysis on the subsequently received session message to obtain a second semantic description; if the first semantic description and the second The semantic description indicates that the subsequently received session message is different from the topic to which the previously received session message belongs, and then prompts whether to end the current session process. If the same, the message session continues to be executed according to the session template and prompts the session to the user.
  • the step of setting the problem in the template in the case of receiving the session message ending the session flow, ending the session flow, returning to the step of selecting the preset session template according to the first semantic description, otherwise continuing to perform subsequent response according to the session template response.
  • an apparatus for providing an online customer service including: a first semantic analysis module, configured to perform semantic analysis on the received session message after the online customer service is established, to obtain a first semantic description
  • the selection module is configured to select a preset session template according to the first semantic description
  • the response module is configured to respond to the subsequently received session message according to the session template and prompt the user for the problem set in the session template.
  • the selection module is specifically configured to: search for a session template corresponding to the topic with the highest relevance to the first semantic description in the preset session template.
  • the apparatus further includes: an establishing module, configured to separately establish a corresponding session template for each topic included in each service before performing semantic analysis on the received session message, where the session template includes Topic-related questions and data information.
  • the response module includes: a prompting module, configured to perform semantic analysis on the subsequently received session message, and obtain a second semantic description, and then search for the data information of the topic corresponding to the second semantic description in the session template, The user prompts the topic data corresponding to the second semantic description, and prompts the user to the question according to the prompt order of the problem defined in the session template.
  • a prompting module configured to perform semantic analysis on the subsequently received session message, and obtain a second semantic description, and then search for the data information of the topic corresponding to the second semantic description in the session template, The user prompts the topic data corresponding to the second semantic description, and prompts the user to the question according to the prompt order of the problem defined in the session template.
  • the foregoing response module includes: a second semantic analysis module, configured to perform semantic analysis on the subsequently received session message to obtain a second semantic description; and the second prompting module is configured to: if the first semantic description and the second semantic description indicate If the session message received by the subsequent session is different from the topic of the previously received session message, the message prompts whether to end the current session process. If the message is the same, the session message is subsequently sent according to the session template and the user is prompted to set the session template.
  • a second semantic analysis module configured to perform semantic analysis on the subsequently received session message to obtain a second semantic description
  • the second prompting module is configured to: if the first semantic description and the second semantic description indicate If the session message received by the subsequent session is different from the topic of the previously received session message, the message prompts whether to end the current session process. If the message is the same, the session message is subsequently sent according to the session template and the user is prompted to set the session template.
  • the step of the problem; the execution module is configured to, in the case of receiving the session message ending the session flow, ending the session flow, returning the step of selecting the preset session template according to the first semantic description, otherwise continuing to perform the follow-up according to the session template response The step of receiving the session message and prompting the user for the problem set in the session template.
  • the solution of the embodiment of the present invention selects a preset session template for executing the online customer service according to the semantic analysis result of the received session message, so that the online service can be performed around the topic that the user needs to consult, and the online customer service can be more Accurately answer questions from users and improve the user experience.
  • FIG. 1 is a flowchart of a method for providing online customer service according to Embodiment 1 of the present invention
  • FIG. 2 is a flowchart of a method for providing online customer service according to Embodiment 2 of the present invention
  • Embodiment 3 is a flow chart of a customer consulting problem through an online customer service in Embodiment 2 of the present invention
  • FIG. 4 is a structural block diagram of an apparatus for providing online customer service according to Embodiment 3 of the present invention.
  • the present invention provides a method and device for providing online customer service, the following The invention will be further described in detail by way of examples. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
  • a customer's chat process is often a semantic coherent conversation process around a topic. This process generally consists of opening, topic introduction, topic expansion, and topic ending.
  • the opening statement is usually a robot throwing a greeting.
  • the topic introduction can be the customer's consultation on the product or service.
  • the client continues to ask questions according to the topic, and the chat robot responds step by step.
  • the end of the topic ends with the client or the chat robot.
  • this embodiment proposes to perform online customer service according to a preset topic template according to a topic introduced by the user.
  • FIG. 1 is a flowchart of a method for providing online customer service according to Embodiment 1 of the present invention. As shown in FIG. 1, the method includes the following processing:
  • Step 101 After establishing an online customer service, perform semantic analysis on the received session message to obtain a first semantic description.
  • the method may further include:
  • a session template is created for each topic included in each service.
  • the session template includes prompt questions related to the topic and data information.
  • the data information of the topic is used to respond to the query raised by the user.
  • the session template may be used.
  • the specified data information is set in the corresponding question, that is, when the user asks a specific question, the corresponding data information can be found in the template to solve the problem for the user.
  • Step 102 Select a preset session template according to the first semantic description.
  • selecting a session template that is set in advance according to the topic may include: searching, in a preset session template, a session template corresponding to a topic having the greatest relevance to the first semantic description.
  • Step 103 Respond to the subsequently received session message according to the session template and prompt the user for the question set in the session template.
  • the data information prompts the user with the topic data corresponding to the second semantic description, and prompts the user to the question according to the problem prompt order defined in the template. If the first semantic description and the second semantic description indicate that the subsequently received session message is different from the topic to which the previously received session message belongs, a prompt message is sent to prompt whether to end the current session process, and if the same, the session template is continued.
  • FIG. 2 is a flowchart of a method for providing online customer service according to Embodiment 2 of the present invention. As shown in FIG. 2, the method mainly includes The following steps:
  • Step S101 maintaining the semantic network data and the topic session template (that is, the session template described in Embodiment 1), and generating a corresponding data record;
  • Step S102 using a semantic analysis method to parse the meaning of the chat topic introduced by the client;
  • Step S103 searching for a session template with a high degree of relevance to the meaning of the chat topic from the configured topic session template according to the meaning of the chat topic of the client;
  • Step S104 Guide the client to expand the chat topic according to the adapted session template, and interact with the client step by step until the topic ends.
  • a plurality of topic session templates are developed for each service of the contact center (which may be manually created or automatically summarized by the system through continuous self-learning), and the chat robot performs semantic analysis on the chat topic introduced by the client to match a topic session with the highest relevance.
  • Template expand the topic according to the steps of the session template, step by step guide the customer chat until the topic ends.
  • the client can confirm with the client whether to end the topic. If the client confirms the end, the topic is terminated first, and then according to the new topic. Repeat steps C and D, otherwise continue this topic interaction.
  • step S301 the system consults the 4G mobile phone price range desired by the user. For example, "Hello! How many yuan do you want to buy a 4G phone?"
  • step S302 the customer replies to the price range that can be received. For example, "I want to buy a mobile phone of about 2,000 yuan";
  • step S303 the system searches for the model of the mobile phone that satisfies the user's condition, and displays the details of each mobile phone to the user.
  • the display format is not limited, and may be a description of a text and a description, and may be a webpage link including a detailed introduction.
  • step S304 the system continues to ask the customer which mobile phone to look at. For example, “Hello! Which mobile phone do you want to buy?";
  • step S305 after the customer knows the details, the answer is interested in one of the mobile phones. For example, "I might want a XX (where XX refers to a specific model phone)";
  • step S306 the system continues to verify some other problems for the mobile phone (for example, determining the color requirement of the customer. For example, "The mobile phone case has three colors of white, blue, and red, which color do you like?";
  • step S307 the customer gives an answer. For example, "I want to white this!”;
  • step S308 the system asks the user whether to purchase the mobile phone immediately. If the customer is willing to purchase, the process jumps to S310, otherwise the process jumps to step 309.
  • step S309 the customer decides to place an order, and the system automatically jumps to the online shopping mall.
  • the mobile phone automatically enters the customer's online shopping cart, and the user continues to perform the operation of purchasing the mobile phone.
  • step S310 the chat topic ends. Subsequently, the customer may end the entire online service or introduce other chat topics.
  • the embodiment further provides an apparatus for implementing a method for providing online customer service.
  • the apparatus includes: a semantic network module, a semantic analysis module, a semantic search engine, a topic session template configuration module, and an automatic response module.
  • the Semantic Web module is the basis of semantic analysis and semantic search. It is used to configure and maintain the contact domain domain ontology, the general knowledge ontology and the topic session scene template ontology, and the semantic relationship between ontology.
  • the semantic analysis module has two main functions. The first is to analyze the semantics of the chat theme introduced by the customer through word segmentation, feature extraction and grammar analysis, and convert it into a semantic description that can be recognized by the semantic search engine. Among them, the semantic analysis of the chat text input by the customer is transformed into a semantic description that the semantic search engine can recognize.
  • the semantic search module has two main functions. One is to search for a topical session template with strong relevance according to the semantic description of the chat subject analysis and processing. Second, during the development of the chat topic, if the customer's problem can be found by searching the knowledge ontology (such as a text description, an introduction article), the semantic search engine is used to find the matching answer, and the candidate answers are extracted and sorted. Give users feedback on the best answers and suggestions.
  • the knowledge ontology such as a text description, an introduction article
  • Topic Session Configuration Module Sets to configure and maintain several topic session templates for various services in the contact center. It can be manually edited and modified, or it can be automatically summarized by the system training method, such as system analysis and association mining of human-machine historical conversation data, extracting features, automatically constructing and perfecting topic session templates, and analyzing the system training methods. Template manuals can be added or deleted. If you want to make the degree of judgment more and more accurate, you need to constantly improve the theme session template.
  • Auto-responder module During each step of the topic unfolding process, the system responds to the customer's outgoing message, for example, the chat text.
  • the response method is not limited to one type, and may be to return a text description to display an article. Link, call an interface service and return the result of the call, or prompt the user to leave a message, transfer to a human service, and so on.
  • the embodiment provides a device for providing online customer service, and the device is used to implement the method for providing online customer service as set forth in Embodiment 1 and Embodiment 2. It should be noted that the device and the device provided in Embodiment 2 are provided. Although the structure is different, they are all used to implement the same method. Therefore, the device may include any module for providing an online customer service device in Embodiment 2, and FIG. 4 is a structural block diagram of a device for providing online customer service according to Embodiment 3 of the present invention. As shown in FIG. 4, the device 40 includes the following components:
  • the first semantic analysis module 41 is configured to perform semantic analysis on the received session message after the online customer service is established, to obtain a first semantic description
  • the selecting module 42 is configured to select a preset session template according to the first semantic description
  • the response module 43 is configured to respond to the subsequently received session message according to the session template and prompt the user for the question set in the session template.
  • the selection module 42 is specifically configured to: search for a session template corresponding to the topic with the highest relevance to the first semantic description in the preset session template.
  • the apparatus 40 may further include: an establishing module, configured to separately establish a corresponding session template for each topic included in each service before the semantic analysis of the received session message, in the session template Includes prompt questions and data information related to the topic.
  • an establishing module configured to separately establish a corresponding session template for each topic included in each service before the semantic analysis of the received session message, in the session template Includes prompt questions and data information related to the topic.
  • the response module 43 may specifically include: a prompting module, configured to: after performing semantic analysis on the subsequently received session message, and obtaining the second semantic description, searching for the topic data corresponding to the second semantic description in the session template The information prompts the user with the topic data corresponding to the second semantic description, and prompts the user according to the prompt order of the questions defined in the session template.
  • a prompting module configured to: after performing semantic analysis on the subsequently received session message, and obtaining the second semantic description, searching for the topic data corresponding to the second semantic description in the session template The information prompts the user with the topic data corresponding to the second semantic description, and prompts the user according to the prompt order of the questions defined in the session template.
  • the foregoing response module 43 may further include: a second semantic analysis module, configured to perform semantic analysis on the subsequently received session message to obtain a second semantic description; and the second prompting module is configured to: if the first semantic description and the second The semantic description indicates that the subsequently received session message is different from the topic that the previously received session message belongs to, and a prompt message is sent to prompt whether to end the current session process. If the same, the session message is continuously executed according to the session template.
  • a second semantic analysis module configured to perform semantic analysis on the subsequently received session message to obtain a second semantic description
  • the second prompting module is configured to: if the first semantic description and the second The semantic description indicates that the subsequently received session message is different from the topic that the previously received session message belongs to, and a prompt message is sent to prompt whether to end the current session process. If the same, the session message is continuously executed according to the session template.
  • the execution module is configured to, in the case of receiving the session message ending the session flow, end the session flow, and return to the step of selecting the preset session template according to the first semantic description, Otherwise, the steps of responding to the subsequently received session message according to the session template and prompting the user for the problem set in the session template are continued.
  • the contact center online customer service not only has a more accurate understanding and automatic response of the customer's chat text, but also the chat process is more like a natural communication between people, not between the person and the machine.
  • the mechanical question and answer greatly enhances the user experience of the contact center online customer service and brings a better experience to the customer.
  • a preset session template for executing an online customer service is selected according to a semantic analysis result of the received session message, so that the online service can be performed around a topic that the user needs to consult, and Online customer service can answer user consultation questions more accurately and improve user experience.

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Abstract

La présente invention concerne un procédé et un appareil destinés à assurer un service clients en ligne, en vue d'une utilisation pour résoudre le problème de la faible précision des réponses aux questions consultées par un client en raison du fait que le système existant de service clients en ligne ne fournit pas, en fonction du scenario d'une conversion, un service concentré sur un sujet consulté par le client. Le procédé comporte les étapes consistant à: après qu'un service clients en ligne a été établi, effectuer une analyse sémantique sur un message de conversation reçu, de façon à obtenir une première description sémantique; sélectionner un modèle de conversation prédéfini d'après la première description sémantique; et répondre à un message reçu de poursuite de conversation selon le modèle de conversation, et rappeler à un utilisateur une question posée dans le modèle de conversation. La solution améliore le taux d'exactitude des réponses aux questions de clients.
PCT/CN2015/090187 2015-06-17 2015-09-21 Procédé et appareil pour assurer un service clients en ligne Ceased WO2016201815A1 (fr)

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WO2018205224A1 (fr) * 2017-05-11 2018-11-15 Microsoft Technology Licensing, Llc Assistance à la guérison psychologique dans un dialogue en ligne automatisé
CN109120672A (zh) * 2018-07-19 2019-01-01 广州市安服星网络科技有限公司 一种智能客服系统
CN111831875A (zh) * 2019-04-11 2020-10-27 阿里巴巴集团控股有限公司 数据处理方法、装置、设备和存储介质
CN113743956A (zh) * 2021-08-18 2021-12-03 郑州时空隧道信息技术有限公司 一种在线客服即时聊天的系统及方法
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CN108415932B (zh) * 2018-01-23 2023-12-22 思必驰科技股份有限公司 人机对话方法及电子设备
CN109120672A (zh) * 2018-07-19 2019-01-01 广州市安服星网络科技有限公司 一种智能客服系统
CN111831875A (zh) * 2019-04-11 2020-10-27 阿里巴巴集团控股有限公司 数据处理方法、装置、设备和存储介质
CN111831875B (zh) * 2019-04-11 2024-05-31 阿里巴巴集团控股有限公司 数据处理方法、装置、设备和存储介质
CN113743956A (zh) * 2021-08-18 2021-12-03 郑州时空隧道信息技术有限公司 一种在线客服即时聊天的系统及方法
CN115860987A (zh) * 2022-12-06 2023-03-28 贝壳找房(北京)科技有限公司 首付任务执行方法、电子设备、存储介质及产品

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