CN114091479A - Method, device and equipment for reminding customer service to cash promise and readable storage medium - Google Patents
Method, device and equipment for reminding customer service to cash promise and readable storage medium Download PDFInfo
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Abstract
本申请公开了一种提醒客服兑现承诺的方法、装置、设备及可读存储介质，方法包括：获取客户发送给客服的提问文本与所述客服发给所述客户的回答文本；根据所述提问文本确定所述客户的意图与所要咨询的订单信息；根据所述订单信息确定与所述意图对应的目标可兑现承诺；根据所述回答文本判断所述客服是否承诺兑现所述目标可兑现承诺；若所述客服作出承诺，则提醒所述客服兑现所述目标可兑现承诺。显然，本申请先确定客户的意图，以及所要咨询的订单信息，根据该订单信息确定该意图的对应的服务操作，然后根据客服的回答文本确定客服是否作出承诺帮助客户执行该服务操作，若是，则提醒客服及时兑现承诺，提高了处理问题的时效性。
The present application discloses a method, device, device and readable storage medium for reminding a customer service to honor a promise. The method includes: obtaining a question text sent by a customer to the customer service and an answer text sent by the customer service to the customer; The text determines the customer's intention and the order information to be consulted; according to the order information, the target fulfillable promise corresponding to the intention is determined; according to the answer text, it is judged whether the customer service promises to fulfill the target fulfillable promise; If the customer service makes a promise, reminding the customer service to fulfill the target can fulfill the promise. Obviously, this application first determines the customer's intention and the order information to be consulted, determines the corresponding service operation of the intention according to the order information, and then determines whether the customer service has made a promise to help the customer perform the service operation according to the answer text of the customer service, and if so, It reminds the customer service to fulfill the promise in time, which improves the timeliness of dealing with the problem.
Description
Technical Field
The present application relates to the field of intelligent customer service, and more particularly, to a method, an apparatus, a device and a readable storage medium for reminding customer service to honor a promise.
Background
In the customer service industry, the condition that the customer service answers the requirements put forward by the customer but does not deal with the requirements in time often occurs, or the customer forgets to deal with the requirements after a period of time, and the condition that the commitment is not honored is always an industry pain point. Therefore, after the acceptance is not honored, the merchant can spend a large amount of manpower to check the quality and monitor the problems, but generally the sampling inspection amount is small, the monitoring effect is not good, the problem can only be found by timing sampling inspection, and then the acceptance is honored, although the mode of bottom-seeking treatment can avoid risk upgrade, the time and the labor are consumed, the problem cannot be solved fundamentally, and the timeliness is poor; or after the customer complaints, problems are found only after the complaints are traced to the source, the requirements for handling the customer are seriously lagged, and the problem of poor timeliness also occurs.
Therefore, it is important to ensure that the customer service can timely honor the promise after making the promise.
Disclosure of Invention
In view of the above, the present application provides a method, an apparatus, a device and a readable storage medium for reminding a customer service of cashing a commitment, which is used for reminding the customer service of timely cashing the commitment made by the customer.
In order to achieve the above object, the following solutions are proposed:
a method of reminding a customer service to honor a commitment, comprising:
obtaining a question text sent to a customer service by a customer and an answer text sent to the customer service by the customer service;
determining the intention of the client and the order information to be consulted according to the questioning text;
determining a target cashable commitment corresponding to the intention according to the order information;
judging whether the customer service promises to cash the target cashable promises according to the answer text;
and if the customer service makes a commitment, reminding the customer service to cash the target cashable commitment.
Preferably, the determining the intention of the customer according to the questioning text includes:
matching the question text with a preset question keyword set to obtain a question keyword;
and determining the intention of the client according to the question keywords, and/or analyzing the question text to obtain the intention of the client.
Preferably, the determining from the order information a target redeemable commitment corresponding to the intent comprises:
determining an executable commitment corresponding to the commodity type of the order information;
determining and eliminating non-cashable commitments in the executable commitments according to the order states of the order information to obtain cashable commitments;
determining a target redeemable promise corresponding to the intent among the redeemable promise.
Preferably, the determining whether the customer service promises to honor the target cashable promise according to the answer text includes:
extracting answer keywords of the answer text;
determining whether a preset commitment keyword set matched with the answer keyword exists or not, wherein each commitment keyword set corresponds to an uncalended scene;
and if the acceptance keyword set matched with the answer keyword exists, confirming that the customer service accepts to cash the target cashable acceptance, otherwise, confirming that the customer service does not accept to cash the target cashable acceptance.
Preferably, said prompting said customer service to redeem said target redeemable promise comprises:
and reminding the customer service of cashing the target cashable promise in a mode of displaying reminding contents in a popup window.
Preferably, the method further comprises the following steps:
and hiding or destroying the popup window after detecting that the customer service executes the operation of cashing the target cashable promise.
Preferably, the method further comprises the following steps:
responding to the operation of the customer service for cashing the target cashable promise, and executing a business process corresponding to the target cashable promise;
or the like, or, alternatively,
and responding to the operation of submitting the cashing commitment task by the customer service, and submitting the business flow corresponding to the target cashing commitment to a superior administrator for processing.
An apparatus for reminding a customer service of honoring a commitment, comprising:
the system comprises a text acquisition unit, a question generation unit and a text generation unit, wherein the text acquisition unit is used for acquiring a question text sent to a customer service by a customer and an answer text sent to the customer by the customer service;
the information determining unit is used for determining the intention of the client and the order information to be consulted according to the questioning text;
a commitment determination unit, configured to determine, according to the order information, a target cashable commitment corresponding to the intent;
a commitment judging unit, configured to judge whether the customer service commits to honor the target cashable commitment according to the answer text;
and the promption reminding unit is used for reminding the customer service to cash the target cashable promption if the customer service makes a promption.
An apparatus for reminding a customer service of honoring a commitment, comprising a memory and a processor;
the memory is used for storing programs;
the processor is configured to execute the program to implement the steps of the method for reminding the customer service to cash in the promise.
A readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the above-described method of reminding customer service to honor a commitment.
According to the scheme, the method for reminding the customer service to cash the promise comprises the following steps: obtaining a question text sent to a customer service by a customer and an answer text sent to the customer service by the customer service; determining the intention of the client and the order information to be consulted according to the questioning text; determining a target cashable commitment corresponding to the intention according to the order information; judging whether the customer service promises to cash the target cashable promises according to the answer text; and if the customer service makes a commitment, reminding the customer service to cash the target cashable commitment. Obviously, the method and the system determine the intention of the client and the order information to be consulted, determine the service operation corresponding to the intention according to the order information, then determine whether the customer service makes a commitment to help the client to execute the service operation according to the answer text of the customer service, and if so, remind the customer service to timely honor the commitment, thereby improving the timeliness of problem handling.
Further, the customer service is timely reminded to ensure that the problem of each customer can be handled, the situation of omission of spot check is avoided, and the problem that the customer service makes commitments to the customers and does not cash can be fundamentally solved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
FIG. 1 is a schematic flow chart illustrating a method for reminding a customer service of a commitment for redemption provided by an embodiment of the present application;
FIG. 2 is a schematic structural diagram of an apparatus for reminding a customer service of a commitment for redemption disclosed in an embodiment of the present application;
fig. 3 is a block diagram of a hardware configuration of an apparatus for reminding customer service of cashing promise according to an embodiment of the present disclosure.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
Referring to fig. 1, fig. 1 is a schematic flow chart of a method for reminding a customer service of a promise to be redeemed, which is provided in an embodiment of the present application, and includes:
step S100: and obtaining a question text sent to a customer service by a customer and an answer text sent to the customer service by the customer service.
Specifically, a dialog text between the client and the customer service may be obtained first, and then a question text sent to the customer service by the client and an answer text sent to the client by the customer service in the dialog text may be obtained.
Step S110: and determining the intention of the client and the order information to be consulted according to the questioning text.
Specifically, the intention of the customer may be determined according to the content of the question text, wherein the intention may include various situations such as refund, return for goods, rejection, repair, and the like.
In addition, the order form to be consulted by the client and the order form information of the order form can be determined according to the content of the questioning text, wherein the order form information may include related information of the order form, such as the type of goods of the order form, the order form state, the order form auditing condition, and the like.
Step S120: determining a target redeemable commitment corresponding to the intent according to the order information.
Specifically, different orders may have different cashable commitments, so that the cashable commitment corresponding to the order to be consulted by the client can be determined, and further the cashable commitment corresponding to the intention can be determined in the corresponding cashable commitment.
Step S130: and judging whether the customer service promises to cash the target cashable promises according to the answer text, if so, executing step S140.
Specifically, whether the customer service promises to execute the business process corresponding to the target cashable promises can be judged according to the content of the answer text.
Step S140: and reminding the customer service to cash the target cashable promise.
Specifically, after confirming that the customer service makes a commitment, the customer service may be reminded of cashing the commitment, that is, the customer service may be reminded of executing a business process corresponding to the target cashing commitment.
The reminding mode can be realized through various implementation modes, for example, voice reminding, text reminding, picture reminding and other modes, and the reminding mode is not strictly limited in the application.
According to the scheme, the service operation requested by the client and the order information to be consulted are determined, whether the customer service commits to accept the requested service operation or not is determined according to the answer text of the customer service, if yes, the customer service is reminded to timely honor the commitment, and the timeliness of processing the problems can be improved.
Further, the customer service is timely reminded to ensure that the problem of each customer can be handled, the situation of omission of spot check is avoided, and the problem that the customer service makes commitments to the customers and does not cash can be fundamentally solved.
In some embodiments of the present application, the above-mentioned step S110 is introduced, and a process of determining the intention of the client and the order information to be consulted according to the question text is further described below.
Specifically, the intent of the customer may be determined by:
the first mode is that the intention of the client is determined according to the keywords of the questioning text.
(1) And matching the question text with a preset question keyword set to obtain a question keyword.
Specifically, the preset question keyword set has question words commonly used by the customer, each word corresponds to a service request, and different words can correspond to the same service request. Therefore, the question text can be matched with the question keyword set, the question keywords which are consistent or similar to the question keywords in the question text set are determined, and the question keywords can be extracted. The number of the question keywords can be one or more.
(2) And determining the intention of the client according to the question keywords.
Specifically, a service request corresponding to the question keyword is determined, and the intention of the client is determined according to the service request.
And secondly, analyzing the question text to obtain the intention of the client.
In particular, the content of the questioning text may be analyzed to determine the intent of the customer. For example, the questioning text may be analyzed using an artificial intelligence algorithm.
The two approaches described above may be used in combination in order to more accurately determine the intent of the customer.
Obviously, after the intention of the customer is determined, the customer service can clearly know the service request of the customer, and then the customer service can start the subsequent related flow for accepting the service request.
In some embodiments of the present application, the above step S120 is introduced, and a process of determining a target cashable commitment corresponding to the intention according to the order information is described in the following.
Specifically, the process may include the following steps:
and S1, determining an executable commitment corresponding to the commodity type of the order information.
Specifically, different types of goods have different executables commitments, wherein one type of goods may have multiple executables commitments.
The executable commitment may include a vending service provided by the merchant for the type of commodity, for example, the commodity type of the order information is a home appliance, and the executable commitment may include a refund, a return, a change, a repair, a rejection, and the like.
And S2, determining and eliminating non-cashable commitments in the executable commitments according to the order states of the order information to obtain the cashable commitments.
Specifically, the executable commitment may include a commitment corresponding to a full flow of an order status, and when the client consults the customer service, the order is not necessarily in a final flow, so that the executable commitments corresponding to subsequent flows of the consultation time node are all non-cashable.
Non-cashable commitments can therefore be culled from executable commitments, resulting in cashable commitments.
Taking the household electrical appliance in the step S1 as an example, if the order is in the delivery status at this time, the executable commitment instruction corresponding to the subsequent flow of delivery is as follows: any of the invoices, repairs, rejection of the label, etc. may be redeemable, and any commitments determined to be non-redeemable may be rejected, resulting in a redeemable commitment such as a refund, for example.
And S3, determining a target cashable promise corresponding to the intention in the cashable promise.
In particular, after the non-cashable commitments are culled, a target cashable commitment corresponding to the intent can be more accurately determined among the cashable commitments.
According to the scheme, the non-cashable commitments are removed in advance, the target cashable commitments corresponding to the intention of the customer can be obtained more accurately, the target cashable commitments can be prevented from being determined in all executable commitments, and the efficiency is improved.
In some embodiments of the present application, the above step S130 is introduced, and a process of determining whether the customer service promises to honor the target cashable promise according to the answer text is further described below.
Specifically, the process may include the following steps:
and S1, extracting the answer key words of the answer text.
Specifically, the keywords representing the service operations to be performed next by the customer service in the answer text may be extracted to obtain the answer keywords. There may be a plurality of answer keywords.
Examples of the answer keywords may be "help you go back", "help you operate", and the like.
And S2, determining whether a preset commitment keyword set matched with the answer keyword exists or not, wherein each commitment keyword set corresponds to an uncalended scene.
Specifically, the answer keyword may be matched with a preset commitment keyword set, where the matching process may include comparing the answer keyword with words in the commitment keyword set, and determining whether a word consistent with or similar to the answer keyword exists in the commitment keyword set.
S3, if a promise keyword set matched with the answer keyword exists, confirming that the customer service promises to cash the target cashable promise, otherwise, confirming that the customer service does not promises to cash the target cashable promise.
Specifically, the confirmation process may include: if the words consistent with the answer key words or similar meanings exist in the promise key word set, confirming that the customer service is committed to honor the target cashable promise, otherwise, confirming that the customer service is not committed to honor the target cashable promise.
According to the scheme, whether the customer service makes a commitment for the customer can be quickly judged according to the answer key words, and further whether the customer service needs to be reminded to cash the commitment can be judged.
In some embodiments of the subject application, step S140, described above, is presented to remind the customer service to honor the target cashable promise, as further described below.
Specifically, after confirming that the customer service makes a commitment, the customer service can be immediately reminded to honor the commitment, and the reminding mode can be various, for example: and reminding the customer service that the cashing target can cash the promise in a mode of displaying reminding contents in a popup window. The reminding content may include a commitment made by the customer service and a business process corresponding to the commitment.
Further, the popup window can be continuously displayed on the operation interface of the customer service until the customer service completes the business process corresponding to the commitment.
Thus, the pop-up window may be hidden or destroyed upon detecting that the customer service performs an operation to honor the commitment.
According to the scheme, if the customer service has no acceptance for cashing, the popup window is always displayed on the operation interface of the customer service, the customer service can be prevented from forgetting to cash the acceptance, and the problem requirements of all customers can be further processed.
Furthermore, in order to timely cash out the commitment, after the customer service is reminded, the method also can comprise the process of responding to the operation of the customer service and executing the business process related to the cash out commitment.
Specifically, the implementation of the process may include the following modes:
and responding to the operation of the customer service for executing the cashing promise of the cashing target, and executing the business process corresponding to the cashing promise of the target.
And secondly, responding to the operation of submitting the promise cashing task by the customer service, and submitting the business flow corresponding to the target cashable promise to the upper-level administrator for processing.
According to the scheme, after the customer service is reminded, the operation of customer service cashing acceptance can be responded immediately, the corresponding business process is executed, the effect of timely processing is realized, the problem of collecting customers is avoided, and the full coverage of all the problems can be realized.
The following describes the device for reminding customer service to cash in promise according to the embodiment of the present application, and the device for reminding customer service to cash in promise described below and the device for reminding customer service to cash in promise described above may be referred to correspondingly.
First, referring to fig. 2, an apparatus for reminding a customer to cash in a promise is described, where the apparatus for reminding a customer to cash in a promise may include:
a text acquiring unit 100, configured to acquire a question text sent by a client to a customer service and an answer text sent by the customer service to the client;
an information determining unit 110 for determining the intention of the client and the order information to be consulted according to the questioning text;
a commitment determining unit 120, configured to determine, according to the order information, a target cashable commitment corresponding to the intent;
a commitment judging unit 130, configured to judge whether the customer service commits to honor the target cashable commitment according to the answer text;
a commitment reminding unit 140, configured to remind the customer service to honor the target cashable commitment if the customer service makes a commitment.
Optionally, the information determining unit 110 may include:
the question keyword determining unit is used for matching the question text with a preset question keyword set to obtain a question keyword;
and the intention determining unit is used for determining the intention of the client according to the question keywords and/or analyzing the question text to obtain the intention of the client.
Optionally, the commitment determining unit 120 may include:
an executable commitment determining unit, configured to determine an executable commitment corresponding to the commodity type of the order information;
the optional commitment determining unit is used for determining and eliminating non-cashable commitments in the executable commitments according to the order states of the order information to obtain cashable commitments;
a target commitment determination unit to determine a target cashable commitment corresponding to the intent among the cashable commitments.
Optionally, the commitment determining unit 130 may include:
an answer keyword extraction unit configured to extract an answer keyword of the answer text;
the set matching unit is used for determining whether a preset commitment keyword set matched with the answer keyword exists or not, and each commitment keyword set corresponds to an uncalended scene;
and the judgment result confirming unit is used for confirming that the customer service commits to cash the target cashable promise if a promise keyword set matched with the answer keyword exists, or else, confirming that the customer service does not commit to cash the target cashable promise.
Optionally, the commitment reminding unit 140 may include:
and the popup reminding unit is used for reminding the customer service to cash the target cashable promise in a popup display reminding content mode.
Optionally, the commitment reminding unit 140 may further include:
and the popup window processing unit is used for hiding or destroying the popup window after detecting that the customer service executes the operation of cashing the target cashable promise.
Optionally, the apparatus for reminding the customer service of cashing a promise may further include:
a commitment cashing unit, configured to respond to an operation of the customer service to execute cashing the target cashable commitment, and execute a business process corresponding to the target cashable commitment;
or the like, or, alternatively,
and the commitment task submitting unit is used for responding the operation of submitting the cashing commitment task by the customer service and submitting the business process corresponding to the target cashable commitment to the upper-level administrator for processing.
The device for reminding customer service to cash out promise provided by the embodiment of the application can be applied to equipment for reminding customer service to cash out promise. Fig. 3 is a block diagram illustrating a hardware configuration of a device for reminding customer service of a promise to be redeemed, and referring to fig. 3, the hardware configuration of the device for reminding customer service of a promise to be redeemed may include: at least one processor 1, at least one communication interface 2, at least one memory 3 and at least one communication bus 4;
in the embodiment of the application, the number of the processor 1, the communication interface 2, the memory 3 and the communication bus 4 is at least one, and the processor 1, the communication interface 2 and the memory 3 complete mutual communication through the communication bus 4;
the processor 1 may be a central processing unit CPU, or an application Specific Integrated circuit asic, or one or more Integrated circuits configured to implement embodiments of the present invention, etc.;
the memory 3 may include a high-speed RAM memory, and may further include a non-volatile memory (non-volatile memory) or the like, such as at least one disk memory;
wherein the memory stores a program and the processor can call the program stored in the memory, the program for:
obtaining a question text sent to a customer service by a customer and an answer text sent to the customer service by the customer service;
determining the intention of the client and the order information to be consulted according to the questioning text;
determining a target cashable commitment corresponding to the intention according to the order information;
judging whether the customer service promises to cash the target cashable promises according to the answer text;
and if the customer service makes a commitment, reminding the customer service to cash the target cashable commitment.
Alternatively, the detailed function and the extended function of the program may be as described above.
Embodiments of the present application further provide a storage medium, where a program suitable for execution by a processor may be stored, where the program is configured to:
obtaining a question text sent to a customer service by a customer and an answer text sent to the customer service by the customer service;
determining the intention of the client and the order information to be consulted according to the questioning text;
determining a target cashable commitment corresponding to the intention according to the order information;
judging whether the customer service promises to cash the target cashable promises according to the answer text;
and if the customer service makes a commitment, reminding the customer service to cash the target cashable commitment.
Alternatively, the detailed function and the extended function of the program may be as described above.
Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The embodiments in the present description are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments are referred to each other.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
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