CN-120525540-B - Intelligent CRM customer management method and system supporting cross-platform integration

CN120525540BCN 120525540 BCN120525540 BCN 120525540BCN-120525540-B

Abstract

The application discloses an intelligent CRM customer management method and system supporting cross-platform integration, comprising the steps of obtaining customer information aiming at the same customer in at least two different network platforms, predicting first preference information and second preference information of the customer by utilizing a trained federal learning model according to the customer information, selecting a service carrier conforming to the preference of the customer according to the first preference information, displaying the second preference information to the service carrier, receiving demand information obtained based on the service carrier, and recommending target service or target commodity to the customer according to the demand information and the second preference information. Thereby enabling efficient centralized and accurate customer management.

Inventors

DAI ZHIKANG

Assignees

伙伴智慧(北京)信息技术有限公司

Dates

Publication Date: 20260508
Application Date: 20250723

Claims (9)

1. An intelligent CRM customer management method supporting cross-platform integration, the method comprising: acquiring client information aiming at the same client in at least two different network platforms; Predicting first preference information and second preference information of the client by using a trained federal learning model according to the client information; the second preference information comprises payment preference, channel preference, function attribute preference, experience and emotion preference, social and recommendation preference, risk preference, scenerization preference and commodity region preference, and is used for guiding the interaction content of the service carrier and the client; Selecting a service carrier conforming to the preference of the client from robot equipment and an attendant according to the first preference information, and displaying the second preference information to the service carrier so as to guide the service carrier to interact with the client based on the second preference information; Receiving demand information obtained based on interaction of the service carrier with a customer under the guidance of the second preference information, and recommending target service or target commodity to the customer according to the demand information and the second preference information; the obtaining the client information for the same client in at least two different network platforms includes: acquiring client information of clients in N network platforms through API interfaces of the N network platforms, wherein the API interfaces are allowed access interfaces, and N is a positive integer greater than or equal to 2; the method comprises the steps of aggregating N pieces of client information to obtain first client information, determining whether the first client information is complete, wherein the aggregation of the N pieces of client information comprises the steps of aggregating client information of the same type of network platform with higher reliability by utilizing a priority strategy; And if the first client information is complete, the first client information obtained through aggregation is taken as the client information of the client.
2. The method according to claim 1, wherein the method further comprises: And if the first client information is incomplete, acquiring the client information of the clients in the N+1 network platforms through the API interfaces of the N+1 network platforms, and aggregating the N+1 client information to obtain second client information until the second client information is complete.
3. The method according to claim 1, wherein the method further comprises: If the client information is incomplete, determining missing information of the client information; supplementing the missing information through a trained customer analysis model; and determining the client information of the client according to the missing information.
4. The method of claim 1, wherein the exposing the second preference information to the service carrier comprises: encrypting the second preference information, and displaying the encrypted second preference information to the service carrier; Or alternatively And displaying the second preference information to the service carrier with the access right.
5. The method of claim 1, wherein the customer information comprises first customer information and second customer information, the second customer information characterizing a compliance attribute of the first customer information; The predicting, according to the client information, the first preference information and the second preference information of the client by using a trained federal learning model includes: determining second customer information in the first customer information according to the first customer information; selecting the first customer information with the compliance attribute as third customer information according to the second customer information; And predicting the second preference information of the client by using a trained federal learning model according to the third client information.
6. The method of claim 1 or 4, wherein the service carrier comprises a robotic device or an attendant; the selecting a service carrier according to the first preference information, wherein the service carrier accords with the preference of the client, and displaying the second preference information to the service carrier comprises the following steps: if the service preference of the client is unmanned service, selecting a robot device which accords with the preference of the client as the service carrier, and displaying the second preference information on a display screen of the robot device; Or alternatively And if the service preference of the client is a person service, selecting an attendant which accords with the preference of the client as a service carrier, and displaying the second preference information on wearable equipment of the attendant.
7. An intelligent CRM customer management system supporting cross-platform integration, the system comprising: The acquisition module is used for acquiring client information of the same client in at least two different network platforms, and comprises acquiring the client information of the client in N network platforms through the API interfaces of the N network platforms, wherein the API interfaces are allowed access interfaces, N is a positive integer greater than or equal to 2, the N client information is aggregated to obtain first client information, whether the first client information is complete or not is determined, the N client information is aggregated, and the client information of the same type of network platform with higher reliability is aggregated by utilizing a priority strategy; The system comprises a client information, a prediction module, a service carrier and a user interface, wherein the client information is used for acquiring service interaction modes of the client, and comprises a first preference information and a second preference information, the prediction module is used for predicting the first preference information and the second preference information of the client by utilizing a trained federal learning model according to the client information, wherein the first preference information characterizes the preference of the client to the service interaction modes and is used for deciding the type of the service carrier; The selection module is used for selecting a service carrier which accords with the preference of the client from the robot equipment and the attendant according to the first preference information, and displaying second preference information to the service carrier so as to guide the service carrier to interact with the client based on the second preference information; And the recommending module is used for receiving the requirement information obtained based on the interaction of the service carrier with the client under the guidance of the second preference information, and recommending target service or target commodity to the client according to the requirement information and the second preference information.
8. A computing device, comprising: A processor; A memory for storing processor-executable instructions; Wherein the processor is configured to perform the method of any one of claims 1 to 6.
9. A computer storage medium comprising one or more programs stored thereon, the one or more programs being executable by one or more processors to cause the one or more processors to perform the method of any of claims 1-6.

Description

Intelligent CRM customer management method and system supporting cross-platform integration Technical Field The invention relates to the technical field of computers, in particular to an intelligent CRM customer management method and system supporting cross-platform integration. Background Under the current digital transformation background, enterprises pay more attention to the intelligent and cross-platform integration capability of a Customer Relationship Management (CRM) system so as to realize unified management and intelligent decision of data. In the prior art, a AIGC (ARTIFICIAL INTELLIGENCE GENERATED Content) artificial intelligence generation Content-based man-machine collaborative intelligent control system disclosed by CN119940425A is innovative in terms of man-machine interaction and decision consistency, but a solution is not provided for the cross-platform data integration problem specific to the CRM field, and a power grid marketing front end big data platform development method is disclosed by CN118245677A, although efforts are made in terms of data utilization efficiency and safety, the application range of the system is mainly limited to the power grid industry, and the system is difficult to be directly applied to cross-industry, multi-source data synchronization and intelligent analysis scenes of the CRM system. Therefore, in the prior art, in the aspect of cross-platform integrated customer management, for example, customer information is scattered on different service platforms, and unified management is lacked, so that a customer management system lacks management effectiveness, and the commodity or service recommendation by utilizing the customer management system is not accurate enough, which is not beneficial to the conversion rate of customers, so that the commercial value of the existing customer management system is low. Based on this, how to improve the management effectiveness of the existing customer management system is a technical problem to be solved. Disclosure of Invention Accordingly, a primary objective of the present invention is to provide an intelligent CRM customer management method and system supporting cross-platform integration, which aims at more efficient, centralized and precise customer management. In order to achieve the above purpose, the technical scheme of the invention is realized as follows: The embodiment of the invention provides an intelligent CRM customer management method supporting cross-platform integration, which comprises the following steps: acquiring client information aiming at the same client in at least two different network platforms; Predicting first preference information and second preference information of the client by using a trained federal learning model according to the client information; Selecting a service carrier according to the first preference information, and displaying the second preference information to the service carrier; And receiving the service carrier or obtaining the demand information, and recommending the target service or the target commodity to the client according to the demand information and the second preference information. In the above solution, the obtaining the client information for the same client in at least two different network platforms includes: Acquiring client information of clients in N network platforms through API interfaces of the N network platforms, wherein the API interfaces are allowed access interfaces, and N is a positive integer greater than or equal to 2; aggregating the N pieces of client information to obtain first client information, and determining whether the first client information is complete; and if the first client information is complete, taking the aggregated first client information as the client information of the client. In the above scheme, the method further comprises: if the first client information is incomplete, acquiring client information of the client in the N+1 network platform through the API interfaces of the N+1 network platform, and aggregating the N+1 client information to acquire second client information until the second client information is complete. In the above scheme, if the client information is incomplete, determining missing information of the client information; Supplementing missing information through a trained customer analysis model; And determining the client information of the client according to the missing information. In the above solution, the displaying the second preference information to the service carrier includes: Encrypting the second preference information, and displaying the encrypted second preference information to the service carrier; Or alternatively And displaying the second preference information to the service carrier with the access right. The client information comprises first client information and second client information, wherein the second client information represents the compliance attribute of the first