TWM662455U - Intelligent Voice Customer Service System - Google Patents

Abstract

An intelligent voice customer service system includes a communication unit capable of establishing a communication channel with a user-end phone, a storage unit storing a plurality of questions, and a processing unit electrically connected to the communication unit and the storage unit. The processing unit answers the incoming call of the user-end phone through the communication unit and requires the user-end phone to put forward a demand, and analyzes the demand and finds that one of the questions stored in the storage unit is not consistent but related, and when it is confirmed that the user-end phone wants to receive a text message, the processing unit provides a mobile phone number according to the user-end phone, and transmits a text message related to the problem to a mobile phone device using the mobile phone number through the communication unit.

Description

Intelligent Voice Customer Service System

The present invention relates to a customer service system, and more particularly to an intelligent voice customer service system that assists customers in identifying their needs and providing corresponding services.

The current general customer service operation method is that after the customer dials the customer service hotline and is connected to the customer service staff, the customer must tell the customer service staff the question they want to ask. After the customer service staff clarifies the customer's question, they will manually search the database to find the answer to the customer's question. However, this method usually requires the customer to wait online for a period of time until the customer service staff finds the answer to the question, which sometimes causes customers to lose patience after waiting for too long and cause customer complaints.

If a voice customer service system is provided, after entering the voice customer service system, the customer must listen to the voice menu and then make key selections according to the questions they want to inquire. Only a small number of questions can be answered through voice, so that the customer still needs to be transferred to a real customer service representative in the end, so that the customer still has to face the above-mentioned online waiting situation.

Therefore, if the voice customer service system can help customers confirm their needs and provide corresponding services as quickly as possible, it will improve customer service efficiency and enhance customer favorability.

Therefore, the purpose of the present invention is to provide an intelligent voice customer service system that can quickly assist customers in confirming their needs and provide corresponding services to improve customer service efficiency and enhance customer favorability.

Therefore, the new intelligent voice customer service system is applied to an operator to communicate with a user-end phone, and includes a communication unit, a storage unit and a processing unit; the communication unit can establish a communication channel with the user-end phone; the storage unit stores a plurality of questions; the processing unit is electrically connected to the communication unit and the storage unit, and includes an intelligent consultation module; when the processing unit answers the incoming call of the user-end phone through the communication unit, the intelligent consultation module requires the user-end phone to put forward a demand, and analyzes the demand and the data stored in the storage unit. When one of the questions does not match but is related, the relevant question is read from the storage unit, and a confirmation message of whether to receive a text message related to the question is sent to the user-end phone through the communication unit; when the intelligent consultation module determines that the user-end phone has sent a confirmed reception indication related to the confirmation message through the communication unit, the user-end phone is required to provide a mobile phone number, and after confirming that the mobile phone number is correct, a text message related to the question is sent to a mobile phone device using the mobile phone number through the communication unit.

In some implementations of the present invention, the storage unit also stores multiple customer data, and before the intelligent consultation module asks the user-end phone to make the request, the intelligent consultation module will first ask the user-end phone to provide an identity identification code of one of its users, and query the customer data stored in the storage unit based on the identity identification code to verify that the user is indeed a customer of the operator before asking the user-end phone to make the request.

In some implementations of the present invention, the operator is an insurance operator, and before the smart consultation module sends the confirmation message to the user's phone, it will first query the customer information of the user stored in the storage unit according to the identity identification code and confirm that the user has membership status and completes the policy verification. Only then will the smart consultation module send the confirmation message to the user's phone.

In some implementations of the present invention, the communication unit is also electrically coupled to a client device used by a customer service staff, and when the intelligent consultation module determines that the user phone has not sent the confirmation message, and after sending the confirmation message to the user phone again, the processing unit still does not receive the confirmation message from the user phone, the processing unit transfers the user phone to the client device through the communication unit, so that the customer service staff can communicate with the user of the user phone through the client device, and the intelligent consultation module also provides an interaction record related to the demand to the client device.

In some implementations of the present invention, the storage unit also stores a plurality of standard answers corresponding to the questions; and when the intelligent consultation module analyzes that the demand matches one of the questions stored in the storage unit, the intelligent consultation module reads the question that matches the demand and the corresponding standard answer from the storage unit, and after confirming that the user-side phone accepts the voice answer, the intelligent consultation module outputs a voice message of the standard answer to the user-side phone through the communication unit.

In some implementations of the present invention, the communication unit is also electrically coupled to a client device used by a customer service staff, and when the intelligent consultation module analyzes that the demand is not related to or does not match the problems stored in the storage unit, the intelligent consultation module requires the user-end phone to submit a demand again, and when the intelligent consultation module analyzes that the demand submitted again is still not related to or does not match the problems stored in the storage unit, the processing unit transfers the user-end phone to the client device via the communication unit, so that the customer service staff can communicate with the user of the user phone through the client device, and provide an interaction record related to the request submitted again to the client device.

In some implementations of the present invention, when the intelligent consulting module analyzes that the degree of consistency between the demand and at least one of the problems stored in the storage unit is higher than 50% but lower than 90%, the at least one problem with the highest degree of consistency is used as the problem related to the demand; and when the intelligent consulting module analyzes that the degree of consistency between the demand and at least one of the problems stored in the storage unit is higher than 90%, the at least one problem with the degree of consistency higher than 90% is used as the problem that matches the demand.

In some implementations of the present invention, the intelligent consultation module is included in a software program, which is stored in the storage unit and can be read and executed by the processing unit.

The function of the present invention is that: the intelligent consultation module analyzes the demand and finds that although it does not match the problems stored in the storage unit, it is related to one of the problems, and after confirming that the user-end phone is willing to receive the self-service SMS, the SMS related to the problem is sent to a mobile phone device of the user of the user-end phone, thereby allowing the user to connect to the network service platform provided by the operator through the short URL in the SMS and obtain the answer or service related to the problem in real time.

Before the present invention is described in detail, it should be noted that similar components are represented by the same reference numerals in the following description.

Referring to FIG. 1 , an embodiment of the novel intelligent voice customer service system 1 is a computer device provided by an operator (e.g., an insurance operator) and installed on a network as a server. The computer device can communicate with a user's user terminal phone 2 of a user and a customer terminal device 3 of the operator used by a customer service staff through a communication channel provided by a mobile communication operator, and mainly includes a communication unit 11, a storage unit 12, and a processing unit 13. The user terminal phone 2 is, for example, but not limited to, a landline phone, a mobile phone, or a smart phone, and the customer terminal device 3 is, for example, but not limited to, a computer device.

The communication unit 11 is a network communication medium, such as a network card, etc., which can establish a communication channel with the user-end phone 2 through the telecommunications network and/or communication network and base station provided by the telecommunications operator, and communicate with the client device 3 through the internal network (or related lines).

The storage unit 12 (eg, a memory module composed of a memory) includes a customer database 121 and a question database 122. The customer database 121 includes a plurality of customer data, and the question database 122 includes a plurality of questions and their corresponding plurality of standard answers.

The processing unit 13 is electrically connected to the communication unit 11 and the storage unit 12 so as to transmit voice messages to and from the user-end phone 2 through the communication unit 11 and receive relevant messages or instructions composed of the keys of the user-end phone 2, communicate with the client device 3 through the communication unit 11, and access the storage unit 12; and the processing unit 13 includes an intelligent consultation module 131 implemented by a software program, that is, the intelligent consultation module 131 is included in a software program, and the processing unit 13 enables the intelligent consultation module 131 to perform the following functions by executing the software program (e.g., stored in the storage unit 12). It is worth mentioning that the intelligent consultation module 131 uses artificial intelligence (AI) technologies such as automatic speech recognition (ASR), natural language understanding (NLU) and machine learning (ML) to assist incoming customers in confirming their needs and providing corresponding services in a timely manner.

Therefore, when the user-end phone 2 receives a call through the communication unit 11, and the processing unit 13 answers the call of the user-end phone 2 through the communication unit 11, the intelligent consultation module 131 will inquire whether a user of the user-end phone 2 is a customer of the operator (e.g., an insurance policyholder) by outputting a voice message, and requires the user to provide an identification code through the user-end phone 2, and the intelligent consultation module 131 queries the customer database 121 in the storage unit 12 according to the identification code. After the user data is obtained and the user is verified to be a customer of the operator, the intelligent consultation module 131 then provides a plurality of service options for the user to select through the user-end phone 2 by outputting a voice message. When the intelligent consultation module 131 determines that a service option corresponding to a selection instruction transmitted from the user-end phone 2 is "self-service using the intelligent assistant", the intelligent consultation module 131 requires the user to make a request through the user-end phone 2, such as speaking a sentence containing a question, by outputting a voice message.

Next, the intelligent consultation module 131 applies the above-mentioned artificial intelligence technologies such as speech recognition, natural language understanding and machine learning to analyze the demand, and when the intelligent consultation module 131 determines that the demand matches at least one of the questions stored in the question database 122 of the storage unit 12, for example, when the degree of match is higher than 90%, the at least one question with the highest degree of match of higher than 90% is selected as the first choice. The higher one is used as a question that meets the requirement, and the standard answer corresponding to the question is obtained from the question database 122. Then, the intelligent consultation module 131 inquires and confirms that the user is willing to accept the voice answer through the user-end phone 2 by outputting a voice message. Then, the intelligent consultation module 131 (i.e., the processing unit 13) outputs a voice message of the standard answer to the user-end phone 2 through the communication unit 11.

After the intelligent consultation module 131 outputs the voice message of the standard answer, it asks the user whether he wants to listen again, end or transfer to a dedicated service by outputting a voice message and requires the user to select a corresponding code (for example, press 1 to listen again, press 2 to end, press 3 to transfer to a dedicated service, etc.), and when the intelligent consultation module 131 determines that the user wants to listen again based on the selected code sent back by the user-side phone 2, it outputs the voice message of the standard answer to the user-side phone 2 again through the communication unit 11.

In addition, when the intelligent consultation module 131 confirms that the user is unwilling to receive a voice answer through the user-end phone 2, the intelligent consultation module 131 (i.e., the processing unit 13) transfers the user-end phone 2 to the customer service device 3 through the communication unit 11, so that the customer service staff can communicate with the user of the user-end phone 2 through the customer service device 3, and generate and provide an interaction record to the customer service device 3, the interaction record including the demand raised by the user, the question matching the demand and the standard answer. In this way, the customer service staff can respond to the demand raised by the user in real time according to the interaction record.

If the intelligent consultation module 131 determines that the user wants to end the call based on the selected code sent back by the user-side phone 2, an interaction record is generated and the call is hung up. The interaction record mainly records the question corresponding to the demand raised by the user, and the intelligent consultation module 131 stores the interaction record in the customer data corresponding to the user in the customer database 121; and if the intelligent consultation module 131 determines that the user wants to end the call based on the selected code sent back by the user-side phone 2, an interaction record is generated and the call is hung up. When it is determined that the user wants to be transferred to a dedicated service based on the selected code, the processing unit 13 transfers the user-end phone 2 to the customer service device 3 through the communication unit 11, so that the customer service staff can communicate with the user of the user-end phone 2 through the customer service device 3, and provide the aforementioned interaction record to the customer service device 3, so that the customer service staff can immediately understand the interaction process between the intelligent consultation module 131 and the user and the user's needs.

Furthermore, when the intelligent consultation module 131 determines that the demand proposed by the user is not consistent with at least one of the questions stored in the question database 122 but is related, for example, the degree of consistency is higher than 50% but lower than 90%, the intelligent consultation module 131 uses the at least one question with a degree of consistency higher than 50% but lower than 90% that has the highest degree of consistency as the question that is not consistent with the demand but is related; then, the intelligent consultation module 131 selects the question based on the user's request. The user's identity code is used to query the customer data of the user stored in the storage unit 12, and after confirming that the user has a membership identity (for example) and completing the policy verification, the intelligent consultation module 131 sends a confirmation message to the user-side phone 2 by outputting a voice message. The confirmation message asks the user whether he wants to receive a text message related to the problem or transfer to a dedicated service and requires the user to select a corresponding code (for example, press 1 to receive a text message and press 9 to transfer to a dedicated service).

Therefore, when the intelligent consultation module 131 determines that the user is sure to receive the text message according to a confirmed SMS reception indication corresponding to the selected code (e.g., code 1 indicating receiving text messages) sent back by the user-end phone 2, the intelligent consultation module 131 then requires the user to provide (input) a mobile phone number through the user-end phone 2. After the intelligent consultation module 131 determines that the format of the mobile phone number is correct and confirms to the user that the mobile phone number is correct by outputting a voice message, the intelligent consultation module 131 sends a text message related to the problem to a mobile phone device using the mobile phone number (e.g., the user-end phone 2 or another mobile phone of the user) through the communication unit 11, and then ends the call.

The content of the text message can be but is not limited to, for example, "[OO Life] Thank you for calling and using the voice self-service. Please click on the smart assistant OO to query the xxx short URL to solve your problem!"; thus, the user can click on Select the short URL in the text message displayed on the mobile phone device to connect to an online service platform provided by the operator and obtain answers or services related to the problem.

If the intelligent consultation module 131 determines that the user wants to transfer to a dedicated service based on the selected code (e.g., code 1 indicating transfer to a dedicated service) sent back by the user-end phone 2, or if the intelligent consultation module 131 determines that the user-end phone 2 does not return the selected code or the code is incorrect, and the user-end phone 2 still does not return the selected code or code after sending the confirmation message to the user-end phone 2 again, When the number is wrong, the intelligent consultation module 131 (the processing unit 13) transfers the user-end phone 2 to the customer service device 3 through the communication unit 11, and the customer service staff communicates with the user of the user-end phone 2 through the customer service device 3, and provides an interaction record to the customer service device 3, the interaction record including the demand raised by the user and the questions related to the demand, etc.

In addition, when the intelligent consultation module 131 determines that the user's request is related to a question stored in the question database 122, but confirms that the user does not have the membership, has not completed the policy verification, has not entered a mobile phone number, or has entered an incorrect mobile phone number twice, the intelligent consultation module 131 (the processing unit 13) sends the user's phone number to the communication unit 11. 2 is transferred to the client device 3, and the customer service staff communicates with the user of the user phone 2 through the client device 3, and provides an interaction record to the client device 3, the interaction record includes the demand raised by the user and the problem related to the demand, the user does not have the membership status, has not completed the policy verification, has not entered the mobile phone number or entered an incorrect mobile phone number, etc. In this way, the customer service staff can understand the interaction process between the intelligent consulting module 131 and the user and the current needs of the user according to the interaction record, so as to provide corresponding services in real time.

In addition, when the intelligent consultation module 131 determines that the demand is not related to or does not match the questions stored in the question database 122, for example, when the degree of match is less than 50%, the intelligent consultation module 131 will ask the user to submit a demand again through the user terminal phone 2 (for example, repeat a sentence containing a question), and the intelligent consultation module 131 analyzes whether the demand submitted again is still related to the question database. When the stored questions 122 are irrelevant or inconsistent, the processing unit 13 transfers the user phone 2 to the customer service device 3 through the communication unit 11, so that the customer service staff can directly provide personal service through the customer service device 3, and the processing unit 13 provides an interaction record related to the re-proposed demand to the customer service device 3, and the interaction record at least includes the re-proposed demand of the user.

In summary, the present embodiment analyzes the demand through the intelligent consultation module 131 and finds that although the demand does not match the problems stored in the storage unit 12, it is related to one of the problems, and after confirming that the user-end phone 2 is willing to receive the self-service SMS, the SMS related to the problem is sent to a mobile phone device of the user. In this way, the user can connect to the network service platform provided by the operator by clicking on the short URL in the SMS displayed on the mobile phone device, and immediately obtain the answer or service related to the problem. This can not only reduce the workload of the customer service personnel of the dedicated customer service and avoid the customers waiting too long online, but also improve the customer service efficiency and enhance the customer's favorability, and truly achieve the effect and purpose of this new type.

However, the above is only an example of the implementation of the present invention, and it cannot be used to limit the scope of the implementation of the present invention. All simple equivalent changes and modifications made according to the scope of the patent application of the present invention and the content of the patent specification are still within the scope of the present patent.

1: Intelligent voice customer service system 11: Communication unit 12: Storage unit 121: Customer database 122: Problem database 13: Processing unit 131: Intelligent consultation module 2: User-side phone 3: Customer service device

Other features and functions of the present invention will be clearly shown in the implementation method of the reference diagram, in which: Figure 1 is a schematic diagram of an implementation example of the present intelligent voice customer service system including main component blocks.

1: Intelligent voice customer service system

11: Communication unit

12: Storage unit

121:Customer database

122: Question database

13: Processing unit

131: Intelligent consultation module

2: User phone

3: Client device

Claims (8)

An intelligent voice customer service system is applied to an operator to communicate with a user-end phone, and includes: A communication unit, which can establish a communication channel with the user-end phone; A storage unit, in which multiple questions are stored; and A processing unit, which is electrically connected to the communication unit and the storage unit and includes an intelligent consultation module; wherein When the processing unit answers the incoming call of the user-end phone through the communication unit, the intelligent consultation module asks the user-end phone to make a request, and when the request is analyzed and one of the questions stored in the storage unit is found to be inconsistent but related, the relevant question is read from the storage unit, and a confirmation message is sent to the user-end phone through the communication unit to indicate whether a short message related to the question is received; When the intelligent consultation module determines that the user-end phone has transmitted a confirmed SMS reception indication related to the confirmation message through the communication unit, it requests the user-end phone to provide a mobile phone number, and after confirming that the mobile phone number is correct, it sends a SMS related to the problem to a mobile phone device using the mobile phone number through the communication unit. As described in claim 1, the storage unit also stores multiple customer data, and before the intelligent consultation module asks the user-end phone to make the request, the intelligent consultation module will first ask the user-end phone to provide an identity identification code of one of its users, and query the customer data stored in the storage unit based on the identity identification code to verify that the user is indeed a customer of the operator before asking the user-end phone to make the request. An intelligent voice customer service system as described in claim 2, wherein the operator is an insurance operator, and before the intelligent consultation module sends the confirmation message to the user's phone, it will first query the customer information of the user stored in the storage unit according to the identity identification code and confirm that the user has membership status and completes the policy verification. Only then will the intelligent consultation module send the confirmation message to the user's phone. An intelligent voice customer service system as described in claim 1, wherein the communication unit is also electrically coupled to a customer service device used by a customer service staff, and when the intelligent consultation module determines that the user-end phone has not sent the confirmation message, and after sending the confirmation message to the user-end phone again, still has not received the confirmation message from the user-end phone, the processing unit transfers the user-end phone to the customer service device through the communication unit, so that the customer service staff can communicate with the user of the user-end phone through the customer service device, and the intelligent consultation module also provides an interaction record related to the demand to the customer service device. An intelligent voice customer service system as described in claim 1, wherein the storage unit also stores a plurality of standard answers corresponding to the questions; and when the intelligent consultation module analyzes that the demand matches one of the questions stored in the storage unit, the intelligent consultation module reads the question that matches the demand and the corresponding standard answer from the storage unit, and after confirming that the user-side phone accepts the voice answer, the intelligent consultation module outputs a voice message of the standard answer to the user-side phone through the communication unit. An intelligent voice customer service system as described in claim 5, wherein the communication unit is also electrically coupled to a customer service device used by a customer service personnel, and when the intelligent consultation module analyzes that the demand is not related to or does not match the problems stored in the storage unit, the intelligent consultation module requires the user-end phone to make a demand again, and when the intelligent consultation module analyzes that the demand made again is still not related to or does not match the problems stored in the storage unit, the processing unit transfers the user-end phone to the customer service device through the communication unit, so that the customer service personnel can communicate with the user of the user-end phone through the customer service device, and provide an interaction record related to the demand made again to the customer service device. An intelligent voice customer service system as described in claim 5, wherein when the intelligent consultation module analyzes that the degree of consistency between the demand and at least one of the questions stored in the storage unit is higher than 50% but lower than 90%, the at least one question with the highest degree of consistency is used as the question related to the demand; and when the intelligent consultation module analyzes that the degree of consistency between the demand and at least one of the questions stored in the storage unit is higher than 90%, the at least one question with the degree of consistency higher than 90% is used as the question that matches the demand. An intelligent voice customer service system as described in any one of claims 1 to 7, wherein the intelligent consultation module is included in a software program, which is stored in the storage unit and can be read and executed by the processing unit.

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