Background technology
With the development of computer software technology, user can use instant messaging (example by mobile terminalSuch as, wechat) system public number.The instant messaging public number of such as wechat is intended to help enterprise, government's machineThe public institutions such as pass, school, hospital and non-government organization set up and employee, upstream and downstream affiliate and interiorConnection between portion's IT system, and effectively streamlining management flow, the communication of raising information and collaboration can imitateThe service and managerial ability of rate, lifting to worker at the production line.
In general traditional enterprise's customer service system uses artificial customer service pattern, and contact staff passes throughImmediate communication tool or phone are linked up with client, answer customer problem.This artificial customer service pattern,Need to spend substantial amounts of manpower, financial resources cost, in face of now huge Internet user, the power that can seem is notFrom the heart, it is impossible to for client provides high-quality business consultation service.
For a user, the problem of some generalities, if can directly be looked into by instant messaging public numberAsk and obtain, it is not necessary to go to make a phone call again or artificial customer service goes to link up.Therefore, as long as can pass throughWechat public number connection enterprise customer service system, user just can on mobile terminals carry out customer service with very convenientConsulting.
In the prior art, enterprise's customer service system is mainly integrated in wechat public number by the following methodIn：
Uniform resource position mark URL configuration needed for providing wechat public number in enterprise's customer service system, andSystem deployment is being had on the server of outer net, is being accessed for terminal and wechat server.This mode be byThe message that client is sent to public number is forwarded directly to customer service system, using manually being replied, does not have intelligenceCan automatically reply mechanism.
Regarding to the issue above, good solution is there is no in the prior art.
The content of the invention
It is an object of the invention to provide a kind of method and apparatus, the method and equipment can make full use of immediatelyThe customer service experience good for user provides of the resource of communication system.
To achieve these goals, the present invention provides a kind of customer service side based on instant messaging public numberMethod, the method includes：PUSH message is received from public number server；Parse the message；According to parsingResult searches for the response being associated with the message in library of responses；And searching the feelings of the responseUnder condition, searched response is returned.
Further, the method also includes：Mobile terminal receives input information；By input information hairDeliver to the public number server；And the public number server input information is converted to it is describedPUSH message.
Further, the method also includes：In the case where the response is not searched, from customer relationshipManagement system gathers customer information；And the customer information that will be collected is associated simultaneously with the PUSH messageOutput.
Further, the parsing message includes carrying out semantic analysis to the content of the message.
Further, the input information includes at least one of person：Word, picture, voice.
Another aspect of the present invention, there is provided a kind of customer service based on instant messaging public number setsStandby, the equipment includes：Message resolution module, for receiving PUSH message from public number server, andParse the message；Module is automatically replied, is disappeared with described for being searched in library of responses according to analysis resultThe response of manner of breathing association；And in the case where the response is searched, return to searched response.
Further, the equipment also includes：The public number server, for receiving defeated from mobile terminalEnter information；And the input information is converted into the PUSH message.
Further, the equipment also includes：Data acquisition module, for not searching the responseIn the case of, gather customer information from CRM system；And instant message card module, it is used forBy the data collecting module collected to customer information associate and export with the PUSH message.
Further, the message resolution module is used to carry out semantic analysis to the content of the message.
Further, the input information includes at least one of person：Word, picture, voice.
By above-mentioned technical proposal, by parsing message and being searched for and institute in library of responses according to analysis resultThe associated response of message is stated, quick response can be carried out to the PUSH message that public number server is received,Improve user's customer service experience.
Other features and advantages of the present invention will be described in detail in subsequent specific embodiment part.
Specific embodiment
Specific embodiment of the invention is described in detail below in conjunction with accompanying drawing.It should be appreciated thatSpecific embodiment described herein is merely to illustrate and explain the present invention, and is not limited to this hairIt is bright.
Fig. 1 is a kind of customer service method based on instant messaging public number that embodiment of the present invention is providedFlow chart.As shown in figure 1, the present invention provides a kind of customer service method based on instant messaging public number,The method includes：S101, PUSH message is received from public number server；S102, parses the message；S103, the response being associated with the message is searched in library of responses according to analysis result；And S104,In the case where the response is searched, searched response is returned.By above-mentioned technical proposal, lead toCross parsing message and the response that is associated with the message is searched in library of responses according to analysis result, canQuick response is carried out to the PUSH message that public number server is received, improves user's customer service experience.
In embodiments, above-mentioned message can be expandable mark language XML message, and the message canObtained with by being changed by the information that mobile terminal (for example, mobile phone) is input into.Wherein, it is input into informationAt least one of person can be included：Word, picture, voice.In embodiments, such as mobile phoneAfter mobile terminal receives input information, input information is sent to public number server；And the publicInput information is converted to XML PUSH messages by number server.In the above-mentioned methods, public number serverThe purpose recipient of the input information that can be received to it judges, judges whether it has the present inventionCustomer service function or customer service system that implementation method is provided, and it is determined that having customer service function or customer service systemIn the case of the XML PUSH messages be pushed to customer service system carry out reply process.
In embodiments, after customer service system receives the message of push, can first judge that the message isIt is no to be classified with to received message (for example, customer service response class disappears from public number serverBreath), to carry out respective handling.For example, customer service system confirms that the PUSH message for receiving is customer service responseAfter class message, the message can be parsed, for example to the content of the message (including：WordContent, image content and voice content) carry out semantic analysis.In embodiments, can be in wordAppearance carries out literal code identification, image recognition is carried out to image content, and carry out voice to voice contentIdentification, then carries out semantic analysis to the content for identifying, determines contents semantic.
In embodiments, after by parsing determination contents semantic to message, can be tied according to parsingThe fruit response that search is associated with message in library of responses, for example, by key search, finding responseThe response being associated with message key in storehouse or the response comprising message key.Associated response canBeing the answer of the problem included to message content.For example, message content is one sequence of product of inquiryRow number, the associated response of return can be for example " product is certified products ", " grown place of the product "," three guarantees time limit of the product " etc..
In embodiments, library of responses can be set up for general issue.General issue can pass throughProblem is counted and is screened, most common failure treatment, the user of product of such as product can be includedMethod etc..In embodiments, for the problem for not having associated response in library of responses, the above method is alsoCan include：In the case where the response is not searched, from CRM system collection client's letterBreath；And the customer information that will be collected is associated and exported with the PUSH message.Customer relation managementCrm system can be the customer information system that customer service provides entity maintaining, wherein preserving client's letterBreath.It is associated with the PUSH message by by customer information, is easy in the comprehensive analysis processing message of backstageHold, responded with to message.The offer of background service can be by setting instant message IM plug-in unit mouldsBlock realizes that the IM card modules can obtain customer information by data acquisition module from crm system.
Fig. 2 is a kind of customer service equipment based on instant messaging public number that embodiment of the present invention is providedComposition structural representation.As shown in Fig. 2 another aspect of the present invention, there is provided one kind is based on instantThe customer service equipment of public number is communicated, the equipment includes：Message resolution module 201, for from the publicNumber server receives PUSH message, and parses the message；Module 202 is automatically replied, for basisAnalysis result searches for the response being associated with the message in library of responses；And searching the responseIn the case of, return to searched response.In a preferred embodiment, the equipment can also include：Public number server (not shown), for receiving input information from mobile terminal；And by the inputInformation is converted to the PUSH message.It should be noted that can include in the equipment that the present invention is providedPublic number server.Public number server can also be the independent reality that the equipment provided with the present invention is communicatedBody is without being included in the equipment of present invention offer.
In view of the situation that response cannot be found in library of responses, in embodiments, the equipment can be withIncluding：Data acquisition module 204, in the case where the response is not searched, from customer relationshipManagement system gathers customer information；And instant message card module 203, for by the data acquisitionThe customer information that module is collected is associated and exported with the PUSH message.
Fig. 3 is the stream of the customer service method based on instant messaging public number of example embodiment of the present inventionJourney schematic diagram.Fig. 4 is that the customer service based on instant messaging public number of example embodiment of the present invention setsStandby structured flowchart.Below in conjunction with Fig. 3 and Fig. 4, with the mobile terminal that intelligent mobile phone terminal is citing,With the immediate communication platform that wechat is citing, principle of the invention is described in detail as follows：
As shown in figure 3, the customer service side based on instant messaging public number that embodiment of the present invention is providedMethod may include steps of：
Step 301：Wechat public number server receives the message from mobile phone terminal；User can be allEnter wechat public number as the mobile terminal of mobile phone is enterprising, click on input frame and send word, picture, voice extremelyWechat public number server.
Step 302：Judge whether public number matches customer service system；If it matches, 303 are then gone to step, such asMismatch is then exited.Wherein, wechat public number server may determine that whether public number is configured with customer service systemSystem URL, if it has, then forwarding message XML to client's customer service equipment.
Step 303：Customer service equipment receives the message push for carrying out self terminal wechat public number server；
Step 304：Judge message whether from customer service wechat public number；Wherein, message XML is judgedWhether from customer service equipment correspondence wechat public number, in this way, then 305 are gone to step, if not, moving backGo out.
Step 305：Parsing message is simultaneously forwarded to many customer service IM；
Step 306：Whether semantic analysis matches；Parsing message XML, semantic analysis is carried out according to content,If content finds correspondence key value in module is automatically replied, if that is, can be by semantic analysisThe response that matching is found in library of responses then goes to step 307 and is automatically replied, if it is not, then going to step 308.
Step 308：Many customer service IM receive message and wechat customer information are shown in plug-in unit；It is more objectiveTaking IM interfaces can show the message that customer mobile phone terminal sends, meanwhile, IM plug-in units are started a query atCorresponding customer information in crm system, is illustrated in IM interfaces in the lump, and contact staff can be by phasePass information, response is provided to client.
Step 309：Contact staff's return information returns to client, and response is provided to client.
Signal of communication stream between each module is as shown in Figure 4.
The technical scheme provided by the present invention, customer service equipment or system need to only safeguard related keywordWith answer knowledge base (i.e. library of responses), just the keyword matched in client messages can automatically be returnedIt is multiple.Customer service system can be synchronized with the existing crm system of enterprise and docked, and compatibility is good.
The preferred embodiment of the present invention is described in detail above in association with accompanying drawing, but, the present invention is not limitedDetail in above-mentioned implementation method, in range of the technology design of the invention, can be to the present inventionTechnical scheme carry out various simple variants, these simple variants belong to protection scope of the present invention.
It is further to note that each particular technique described in above-mentioned specific embodiment is specialLevy, in the case of reconcilable, can be combined by any suitable means.In order to avoid need notThe repetition wanted, the present invention is no longer separately illustrated to various possible combinations.
Additionally, can also be combined between a variety of implementation methods of the invention, as long as itsWithout prejudice to thought of the invention, it should equally be considered as content disclosed in this invention.