ServiceGroup: A Human-Machine Cooperation Solution for Group Chat Customer Service

Minghui Yang, Hengbin Cui, Shaosheng Cao, Yafang Wang, Xiaolong Li
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引用次数: 2

Abstract

With the rapid growth of B2B (Business-to-Business), how to efficiently respond to various customer questions is becoming an important issue. In this scenario, customer questions always involve many aspects of the products, so there are usually multiple customer service agents to response respectively. To improve efficiency, we propose a human-machine cooperation solution called ServiceGroup, where relevant agents and customers are invited into the same group, and the system can provide a series of intelligent functions, including question notification, question recommendation and knowledge extraction. With the assistance of our developed ServiceGroup, the response rate within 15 minutes is improved twice. Until now, our ServiceGroup has already supported thousands of enterprises by means of millions of groups in instant messaging softwares.
ServiceGroup:群聊客服人机协作解决方案
随着B2B (Business-to-Business)的快速发展,如何高效地响应客户的各种问题成为一个重要的问题。在这种情况下,客户的问题总是涉及产品的许多方面,因此通常会有多个客服代表分别回答。为了提高效率,我们提出了一种名为ServiceGroup的人机协作解决方案,将相关的座席和客户邀请到同一个组中,系统可以提供一系列智能功能,包括问题通知、问题推荐和知识提取。在我们开发的ServiceGroup的帮助下,15分钟内的响应速度提高了两倍。到目前为止,我们的ServiceGroup已经通过即时通讯软件中的数百万组支持了数千家企业。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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