TWI880046B - Customer service system, customer service method and non-transitory computer-readable medium for instant messaging platform - Google Patents

Abstract

A customer service system, customer service method and non-transitory computer-readable medium for instant messaging platform, including a chatbot, an assignment module and a chat module. The chatbot automatically responds to a service request from a platform messaging interface of the instant messaging platform, and sets a tag based on related contents of the service request. The assignment module automatically assigns the service request to a customer service device according to the tag. The chat module activates an independent messaging interface at the platform messaging interface of the instant messaging platform, and the customer service device responds to the service request at the independent messaging interface.

Description

Customer service system, customer service method and non-transient computer-readable recording medium for instant messaging platform

The present invention relates to a customer service system, and more particularly to a customer service system, a customer service method and a non-transitory computer-readable recording medium for an instant messaging platform.

It is common to use computer systems to provide customer service. For example, if a customer has any questions about a business's products or services, they can leave a message on the business's website. After receiving the message, the business will issue a pending customer service ticket in the internal customer service system and then assign the ticket to a customer service staff. After receiving the customer service ticket, the customer service staff can contact the customer to understand the customer's needs and solve the problem.

If the operator has the ability to respond to customer questions online in real time, the customer service ticket will be assigned to the online customer service staff on duty. At this time, the customer service staff can talk to the customer over the phone in real time to immediately solve the customer's problem or meet the customer's needs. Usually the conversation process will be recorded for later clarification of disputes or further processing.

In recent years, using instant messaging platforms such as LINE or Messenger to provide real-time customer service has become a new way to serve customers. Customers can send messages to the operator's LINE account on instant messaging platforms such as LINE. The operator's customer service staff can reply to the customer's message in real time through LINE. The operator can also actively push messages to customers through the LINE account so that customers can receive the latest information, such as new products or service information, or new promotional activities, etc.

In view of the above-mentioned latest developments, the purpose of the present invention is to provide a customer service system, a customer service method and a non-transient computer-readable recording medium for an instant messaging platform, which can respond to customer needs more quickly and effectively, and at the same time, customer service personnel will not be disturbed by other active push messages when having a one-on-one conversation with customers through the instant messaging platform.

To achieve the above-mentioned purpose, the present invention provides a customer service system for an instant messaging platform, including an automatic dialogue robot, an allocation module and a dialogue module. The automatic dialogue robot automatically replies to a customer service demand from a platform dialogue interface of the instant messaging platform, and sets a tag according to the relevant content of the customer service demand. The allocation module automatically allocates the customer service demand to a customer service account according to the tag. The dialogue module activates an independent dialogue interface on the platform dialogue interface of the instant messaging platform, and the customer service account responds to the customer service demand through the independent dialogue interface on a customer service device.

In one embodiment, the content related to the customer service demand may include voice content, image content or text content. The customer service demand may come from a customer device, and the platform dialogue interface and the independent dialogue interface of the instant messaging platform are both displayed on the customer device.

In one embodiment, the automatic dialogue robot may further provide an option in the platform dialogue interface, and the dialogue module may activate an independent dialogue interface when the option is selected. When the independent dialogue interface is activated, the dialogue module may obtain customer information related to customer service needs from the instant messaging platform.

In one embodiment, the customer service system may further include an auxiliary module, which provides auxiliary information related to customer service needs to the customer service device according to the tag when the independent dialogue interface is activated.

In one embodiment, the dialogue module can select a dialogue content in the independent dialogue interface and transmit the dialogue content to the platform dialogue interface.

According to another embodiment of the present invention, a customer service method for an instant messaging platform is proposed. According to this customer service method, an automatic dialogue robot automatically responds to a customer service demand from a platform dialogue interface of an instant messaging platform, and sets a label according to the relevant content of the customer service demand. An allocation module automatically allocates the customer service demand to a customer service account according to the label. A dialogue module activates an independent dialogue interface on the platform dialogue interface of the instant messaging platform, and the customer service account responds to the customer service demand through the independent dialogue interface on a customer service device. A non-transitory computer-readable recording medium that stores multiple executable codes so that a computer system can perform the above method after reading and executing the executable codes is also proposed.

Since the customer service system of the present invention adopts an automatic dialogue robot, it can respond to customer needs more quickly and effectively in the first time. At the same time, when customer service personnel have a one-on-one conversation with customers through an instant messaging platform, they use an independent dialogue interface and will not be disturbed by other active push messages.

FIG1 is a schematic diagram of a customer service system 1 according to an embodiment of the present invention. The customer service system 1 of this embodiment cooperates with an instant messaging platform 2 to receive messages sent by customers using a customer device 3 through the instant messaging platform 2, and allows customer service personnel to use a customer service device 4 to reply to customer messages. The customer service system 1 can be a computer server system, which includes a central processing unit, a storage device, and a network interface capable of sending and receiving data from the Internet. The storage device can be a hard disk drive, an optical disk drive, or a solid state hard disk drive, etc., which stores multiple program modules. After reading and executing each program module, the central processing unit can perform various steps related to customer service.

The instant messaging platform 2 can be LINE, Messenger, or any other platform that provides instant messaging services. By creating an account on the instant messaging platform 2, customers and operators can send messages to each other on the platform via the Internet. The instant messaging platform 2 can communicate with external third-party systems through APIs, so that the third-party systems can provide more services through the instant messaging platform 2.

The client device 3 may be a mobile phone, a tablet, a personal computer, or any electronic device that can establish a network connection with the instant messaging platform 2 to send messages to other users in real time. In this embodiment, the client may first download and install an instant messaging application to the client device 3. After the installation is complete, the client needs to open the instant messaging application and log in to the instant messaging platform 2 using the client's account and password. After the login is complete, the client can use the platform dialogue interface of the instant messaging application to send instant messages through the instant messaging platform 2.

The customer service device 4 may also be a mobile phone, tablet, personal computer, or any electronic device that can establish a network connection with the instant messaging platform 2 to send instant messages to other users. In this embodiment, the customer service staff can first download and install the instant messaging application to the customer service device 4, and use the customer service account and password provided by the operator to log in to the instant messaging platform 2. After the login is completed, the customer service staff can use the customer service account to send instant messages on the customer service device 4 through the instant messaging platform 2.

The customer service system 1 of this embodiment includes an automatic dialogue robot 11, an allocation module 12, a dialogue module 13, and an auxiliary module 14. Each module is a program module stored in a storage device, and one or more modules communicate with the instant messaging platform 2 through an API to perform various actions, such as pushing messages to the client device 3 through the instant messaging platform 2, or listening to and receiving messages sent by the client device 3 through the instant messaging platform, etc.

FIG. 2 shows the operation flow of the customer service method of the customer service system 1 according to an embodiment of the present invention. FIG. 3A to FIG. 3C are schematic diagrams of the platform dialogue interface of the instant messaging application. Please refer to FIG. 2 and FIG. 3A to FIG. 3C at the same time. In this embodiment, the automatic dialogue robot 11 listens through the API interface to see if any customer has sent a customer service request to the operator's account through the instant messaging platform 2. If so, step 101 is executed to automatically reply with the automatic dialogue robot 11. In this embodiment, the customer can notify the operator of the customer service request by clicking on the option provided by the operator on the platform dialogue interface 301 of the instant messaging application. The customer can also, for example, directly send a text message to the operator's account in the platform dialogue interface 301. If the text message sent includes specific keywords, the automatic dialogue robot 11 determines that the customer needs customer service and starts the subsequent question-and-answer process. For example, in FIG3A , the customer sends a text message on the platform dialogue interface 301 to inform that the customer needs customer service.

Taking the instant messaging platform LINE as an example, LINE can transmit customer requirements to the message receiving API of the automatic dialogue robot 11 through the webhook provided by the operator to activate the automatic response of the automatic dialogue robot 11. The operator can make the following requirements and provide the webhook endpoint to be set to the URL https://example.com/hoge specified by the operator: curl -X PUT \ -H 'Authorization: Bearer {CHANNEL_ACCESS_TOKEN}' \ -H 'Content-Type:application/json' \ -d '{"endpoint":"https://example.com/hoge"}' \ https://api.line.me/v2/bot/channel/webhook/endpoint

The message content received by the webhook from the LINE platform may include information such as message type, message number, message text content, and message time. Examples are as follows: "destination":"Ua3223441fd7a95ee30fecd834a3bbaa3",   "events":[ { "type":"message", "message":{ "type":"text",    "id":"14799155138457", "text":"Search for stores: Kaohsiung City, Qianzhen District" },   "timestamp":1632454783194, "source":{ "type":"user",   "userId":"U3188ce6797fc2157d88ba8695ffe08bf" },   "replyToken":"090ce4d59eb54c43beecb1dbf833c879", "mode":"active" } ] }

The content of the message sent by the automatic dialogue robot 11 to the LINE platform may include text messages, more information based on a preset template, and clickable links, etc. Examples are as follows: [ { "type":"template", "altText":"Found 1 store information for you", "template":{ "type":"carousel", "columns":[ { "title":"Branch A", "text":"Address: Branch A address, Branch A phone number", "actions":[ { "type":"postback", "label":"Learn more", "data":"action=product_store_detail&shop_sn=8", "text":"[Branch A]" }, { "type":"uri", "label":"Open map", "uri":"http://maps.google.com/maps?q=%E9%AB%98%E9%9B%84%E5%B8%82%E5%89 %8D%E9%8E%AE%E5%8D%80%E4%B8%89%E5%A4%9A%E4%B8%89%E8%B7%AF213%E8%99%9F" } ] }]

The automatic dialogue robot 11 can also request to obtain resources such as pictures, videos, etc. related to customer service needs. The example is as follows: curl -v -X GET https://api-data.line.me/v2/bot/message/{messageId}/content \-H 'Authorization: Bearer {channel access token}'

The above is only an example of using a specific instant messaging platform, and its content is only illustrative and not restrictive. The actual content may vary due to different instant messaging platforms or different message designs.

The automatic dialogue robot 11 can be a simple process robot, which automatically sends the corresponding reply according to the option selected by the customer in the platform dialogue interface 301. The automatic dialogue robot 11 can also be an intelligent robot with an artificial intelligence judgment engine, which can judge the relevant content of customer service needs such as text, pictures, or voice sent by the customer, and determine the corresponding reply. The content of the reply can be text, options, pictures or links. The automatic dialogue robot 11 will call different APIs according to the type of reply content to send messages to the platform dialogue interface 301 used by the customer. For example, in Figure 3A, the automatic dialogue robot 11 first sends multiple options to the customer as a reply 302 in the platform dialogue interface 301, asking the customer where he is located.

During the conversation with the customer, the automatic dialogue robot 11 will execute step 102 to set a label corresponding to the customer service demand according to the relevant content of the customer service demand. For example, the automatic dialogue robot 11 can provide options of demand types for the customer to directly click on the platform dialogue interface. In Figure 3A, the automatic dialogue robot 11 first sends a reply 302, providing the customer with multiple options of the area where the customer is located for the customer to click. After the customer clicks, the relevant content 303 of the area where the customer is located will be sent as shown in Figure 3B. The automatic dialogue robot 11 can set the label related to this customer service demand according to the relevant content 303 of this customer demand.

As shown in FIG3B , the customer may be guided by various replies 302 sent by the automatic dialogue robot 11 on the platform dialogue interface 301 to send relevant content 303 related to the customer service needs, including text, voice or pictures. The automatic dialogue robot 11 can set various different labels for this customer demand based on these relevant contents 303. Then, the customer service system 1 executes step 103, so that the allocation module 12 will allocate this customer service demand to the corresponding customer service account according to the label. For example, please refer to FIG3B , because the automatic dialogue robot 11 sets the label of "East District" according to the relevant content 303 of the customer service demand, the allocation module 12 allocates this customer service demand to the customer service account related to the East District customer service, and sends the corresponding reply 302 to the customer.

As shown in FIG3B and FIG3C , after allocating the customer service demand, the customer service system 1 executes step 104 on the platform dialogue interface 301 to provide the customer with an option 304 to start an independent dialogue interface 305. For example, the customer service system 1 can provide an option 304 on the platform dialogue interface 301 to link to the dialogue module 13 through the API of the instant messaging platform 2. After the customer clicks option 304, the independent dialogue interface 305 is opened in the platform dialogue interface 301 with a built-in browser. As shown in FIG3C , the independent dialogue interface 305 can be activated in the original window of the platform dialogue interface 301 in which the dialogue is originally conducted by means of a pop-up independent window, and the pop-up independent window of the independent dialogue interface 305 is different from the original window of the platform dialogue interface 301. For example, the pop-up independent window of the independent dialogue interface 305 can be smaller than the original window of the platform dialogue interface 301. In addition, the pop-up independent window of the independent dialogue interface 305 covers and blocks a portion of the original window of the platform dialogue interface 301, and blocks the dialogue content originally in the original window of the platform dialogue interface 301. After the independent dialogue interface 305 is opened, the customer can use this independent dialogue interface 305 to conduct a one-to-one dialogue with the customer service staff. In this embodiment, the independent dialogue interface 305 can be an HTML5 webpage of a dialogue module 13.

When the independent dialogue interface 305 is activated, the customer service system 1 can obtain customer information related to customer service needs from the instant messaging platform 2. For example, the customer service system 1 can obtain the customer's account name on the instant messaging platform 2 from the instant messaging platform 2 so as to correspond to the customer's customer identity in the customer database in the customer service system 1. In this way, the customer does not need to manually log in to the customer service system 1 in the independent dialogue interface 305, which improves the convenience of operation.

Taking the instant messaging platform LINE as an example, the customer service system 1 can obtain customer information through the following request: curl -v -X GET https://api.line.me/v2/bot/profile/{userId} \  -H 'Authorization: Bearer {channel access token}'

The customer information in LINE's response may include the customer number (ID), a link to the customer's avatar, etc. The following is an example of a response: {           "displayName":"LINE taro",           "userId":"U4af4980629...",           "language":"en",           "pictureUrl":"https://obs.line-apps.com/...",           "statusMessage":"Hello, LINE!"       }

The above is only an example of using a specific instant messaging platform, and its content is only illustrative and not restrictive. The actual content may vary due to different instant messaging platforms or different message designs.

When the independent dialogue interface 305 is activated, the customer service system 1 can also provide auxiliary information related to the customer service demand to the customer service device 4 according to the label corresponding to the customer service demand through the auxiliary module 14. For example, if the automatic dialogue robot 11 sets the label of "East District" for the customer service demand, the auxiliary device 14 can provide the customer service device 4 with relevant information such as a map or branch address or location information related to "East District" for reference by the customer service personnel using the customer service device 4.

In some examples, customer service personnel and users can select part of the conversation content with customers in the independent dialogue interface 305, and transmit the selected content to the platform dialogue interface 301 through the API of the instant messaging platform 2. For example, customer service personnel can select part of the conversation content 306 in the independent dialogue interface 305, and transmit it to the platform dialogue interface 301 through the API of the instant messaging platform 2. The advantage of this design is that customers can find important conversation content related to this customer service in the platform dialogue interface 301 in the future, without having to find it in different interfaces. This improves the convenience of content search and the overall customer satisfaction.

The customer service system, customer service method, and non-transitory computer-readable recording medium of the present embodiment use an automatic dialogue robot, so they can respond to customer needs more quickly and effectively in the first place. At the same time, when customer service personnel have a one-on-one conversation with customers through an instant messaging platform, they use an independent dialogue interface and will not be disturbed by other active push messages.

In summary, although the present invention has been disclosed as above by the embodiments, it is not intended to limit the present invention. Those with ordinary knowledge in the technical field to which the present invention belongs can make various changes and modifications without departing from the spirit and scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the scope defined by the attached patent application.

1: Customer service system 11: Automatic dialogue robot 12: Allocation module 13: Dialogue module 14: Auxiliary module 2: Instant messaging platform 3: Customer device 4: Customer service device 101~104: Process steps 301: Platform dialogue interface 302: Reply 303: Related content 304: Options 305: Independent dialogue interface 306: Dialogue content

FIG1 is a schematic diagram of a customer service system according to an embodiment of the present invention.

FIG. 2 shows the operation flow of the customer service system according to an embodiment of the present invention.

3A to 3C are schematic diagrams of a platform dialogue interface of an instant messaging application according to an embodiment of the present invention.

FIG. 4 is a schematic diagram of a platform dialogue interface according to an embodiment of the present invention.

1: Customer service system

11: Automatic dialogue robot

12: Allocation module

13:Dialogue module

14: Auxiliary module

2: Instant messaging platform

3: Customer device

4: Customer service equipment

Claims (18)

A customer service system for an instant messaging platform, comprising: an automatic dialogue robot, which automatically responds to a customer service demand from a platform dialogue interface of the instant messaging platform and sets a label according to the relevant content of the customer service demand; an allocation module, which automatically allocates the customer service demand to a customer service account according to the label; and a dialogue module, which activates an independent dialogue interface on the platform dialogue interface of the instant messaging platform, and the customer service account responds to the customer service demand through the independent dialogue interface on a customer service device, Wherein, the independent dialogue interface is activated in the platform dialogue interface, and wherein, the independent dialogue interface is activated in an original window of the platform dialogue interface as a pop-up independent window, the pop-up independent window of the independent dialogue interface is different from the original window of the platform dialogue interface, and the pop-up independent window of the independent dialogue interface is suitable for covering a part of the original window of the platform dialogue interface, and Wherein, the independent dialogue interface further includes a select save option, and the select save option is configured to transmit the dialogue content in the independent dialogue interface that responds to the customer service demand to the platform dialogue interface. In the customer service system for an instant messaging platform as recited in claim 1, the relevant content of the customer service demand includes voice content, image content, or text content. As in claim 1, the customer service system for an instant messaging platform, wherein the customer service demand comes from a client device, and the platform dialogue interface and the independent dialogue interface of the instant messaging platform are both displayed on the client device. As in claim 1, the customer service system for an instant messaging platform, wherein the automatic dialogue robot further provides an option on the platform dialogue interface, and the dialogue module activates the independent dialogue interface when the option is selected. As in claim 1, the customer service system for an instant messaging platform, wherein the dialogue module obtains customer information related to the customer service demand from the instant messaging platform when the independent dialogue interface is activated. The customer service system for an instant messaging platform as recited in claim 1 further includes an auxiliary module, which provides auxiliary information related to the customer service demand to the customer service device based on the tag when the independent dialogue interface is activated. A customer service method for an instant messaging platform, comprising: Using an automatic dialogue robot to automatically reply to a customer service demand from a platform dialogue interface of the instant messaging platform, and setting a label according to the relevant content of the customer service demand; Using an allocation module to automatically allocate the customer service demand to a customer service account according to the label; and Using a dialogue module to activate an independent dialogue interface on the platform dialogue interface of the instant messaging platform, and the customer service account responds to the customer service demand through the independent dialogue interface on a customer service device, Wherein, the independent dialogue interface is activated in the platform dialogue interface, and wherein, the independent dialogue interface is activated in an original window of the platform dialogue interface as a pop-up independent window, the pop-up independent window of the independent dialogue interface is different from the original window of the platform dialogue interface, and the pop-up independent window of the independent dialogue interface is suitable for covering a part of the original window of the platform dialogue interface, and Wherein, the independent dialogue interface further includes a select save option, and the select save option is configured to transmit the dialogue content in the independent dialogue interface that responds to the customer service demand to the platform dialogue interface. As in claim 7, the customer service method for an instant messaging platform, wherein the relevant content of the customer service demand includes voice content, image content or text content. As in claim 7, the customer service method for an instant messaging platform, wherein the customer service demand comes from a client device, and the platform dialogue interface of the instant messaging platform and the independent dialogue interface are both displayed on the client device. The customer service method for an instant messaging platform as claimed in claim 7 further includes providing an option on the platform dialogue interface by the automatic dialogue robot, and the dialogue module activates the independent dialogue interface when the option is selected. The customer service method for an instant messaging platform as claimed in claim 7 further includes obtaining customer information related to the customer service demand from the instant messaging platform using the dialogue module when the independent dialogue interface is activated. The customer service method for an instant messaging platform as recited in claim 7 further includes providing auxiliary information related to the customer service demand to the customer service device based on the tag when an auxiliary module is activated in the independent dialogue interface. A non-transitory computer-readable recording medium storing a plurality of executable codes, so that a computer system performs the following steps after reading and executing the executable codes: Using an automatic dialogue robot to automatically reply to a customer service demand from a platform dialogue interface of an instant messaging platform, and setting a label according to the relevant content of the customer service demand; Using an allocation module to automatically allocate the customer service demand to a customer service account according to the label; and Using a dialogue module to activate an independent dialogue interface on the platform dialogue interface of the instant messaging platform, and the customer service account responds to the customer service demand through the independent dialogue interface on a customer service device, Wherein, the independent dialogue interface is activated in the platform dialogue interface, and wherein, the independent dialogue interface is activated in an original window of the platform dialogue interface as a pop-up independent window, the pop-up independent window of the independent dialogue interface is different from the original window of the platform dialogue interface, and the pop-up independent window of the independent dialogue interface is suitable for covering a part of the original window of the platform dialogue interface, and Wherein, the independent dialogue interface further includes a select save option, and the select save option is configured to transmit the dialogue content in the independent dialogue interface that responds to the customer service demand to the platform dialogue interface. The non-transitory computer-readable recording medium of claim 13, wherein the relevant content of the customer service request includes voice content, image content or text content. The non-transitory computer-readable recording medium of claim 13, wherein the customer service demand comes from a client device, and the platform dialogue interface of the instant messaging platform and the independent dialogue interface are both displayed on the client device. A non-transitory computer-readable recording medium as claimed in claim 13, wherein after the computer system reads and executes the executable codes, the computer system further provides an option on the platform dialogue interface using the automatic dialogue robot, and when the option is selected, the dialogue module activates the independent dialogue interface. The non-transitory computer-readable recording medium of claim 13, wherein after the computer system reads and executes the executable codes, when the independent dialogue interface is activated, the dialogue module obtains the customer information related to the customer service demand from the instant messaging platform. A non-transitory computer-readable recording medium as claimed in claim 13, wherein after the computer system reads and executes the executable codes, an auxiliary module is activated on the independent dialogue interface to provide auxiliary information related to the customer service demand to the customer service device based on the tag.