Search

CN-122022978-A - Customer service method, system and electronic equipment

CN122022978ACN 122022978 ACN122022978 ACN 122022978ACN-122022978-A

Abstract

The application discloses a customer service method, a customer service system and electronic equipment. The method comprises the steps of receiving a demand instruction input by a user through an instruction agent, judging whether the user needs to be guided through a coordination agent according to the demand instruction, searching through a searching agent according to the demand instruction if the user does not need to be guided, obtaining a first search result, formatting the first search result forwarded by the coordination agent through a formatting agent, and outputting the formatted first search result to the user. According to the application, the intelligent agents perform information processing in different processes, a plurality of intelligent agents work cooperatively to automatically generate a solution for the demand instruction of the customer, and the demand on customer service capacity can be well met under the condition of large customer quantity.

Inventors

  • LI HAO
  • XIE YING

Assignees

  • 人保信息科技有限公司
  • 中国人民保险集团股份有限公司

Dates

Publication Date
20260512
Application Date
20260209

Claims (10)

  1. 1. A method of customer service, comprising: receiving a demand instruction input by a user through an instruction intelligent agent; Judging whether the user needs to be guided or not through the coordination intelligent agent according to the demand instruction; if the user does not need to be guided, searching is carried out by a searching agent according to the demand instruction, so that a first searching result is obtained; And carrying out term formatting processing on the first search result forwarded by the coordination agent through the formatting agent, and outputting the formatted first search result to the user.
  2. 2. The method as recited in claim 1, further comprising: if the user needs to be guided, generating a guiding problem by a guiding intelligent agent according to the demand instruction; The formatted intelligent agent carries out term formatting processing on the guide questions, the formatted guide questions are output to the user, and guide answers input by the user according to the formatted guide questions are received by the instruction intelligent agent; searching by the searching agent according to the demand instruction, the guide question and the guide answer to obtain a second searching result; And carrying out term formatting processing on the second search result forwarded by the coordination agent through the formatting agent, and outputting the formatted second search result to the user.
  3. 3. The method according to claim 1 or 2, wherein after outputting the formatted first search result or the second search result to the user, further comprising: and receiving the evaluation of the user through the instruction agent.
  4. 4. The method as recited in claim 1, further comprising: converting the demand instruction in a voice format input by the user into the demand instruction in a text format through a voice agent, and inputting the demand instruction in the text format into the instruction agent; Converting the formatted first search result in the text format into the first search result in the voice format by the voice agent, and outputting the formatted first search result in the voice format to the user.
  5. 5. The method as recited in claim 1, further comprising: and generating a service reservation work order by the execution agent according to the first search result forwarded by the coordination agent, and submitting the service reservation work order to a work order system.
  6. 6. The method as recited in claim 5, further comprising: determining the type of the demand instruction according to the demand instruction by the coordination intelligent agent; and if the type of the demand instruction is a problem query type, forwarding the first search result to the formatting intelligent agent through the coordination intelligent agent.
  7. 7. The method as recited in claim 6, further comprising: And if the type of the demand instruction is a business work order type, forwarding the first search result to the execution intelligent agent through the coordination intelligent agent.
  8. 8. The method of claim 1, wherein each agent implements a corresponding function based on a respective large language model.
  9. 9. A customer service system, comprising: the instruction intelligent body is used for receiving a demand instruction input by a user; the coordination intelligent agent is used for judging whether the user needs to be guided according to the demand instruction; the retrieval intelligent agent is used for retrieving according to the demand instruction if the user does not need to be guided, so as to obtain a first retrieval result; The formatting agent is used for carrying out term formatting processing on the first search result forwarded by the coordination agent and outputting the formatted first search result to the user.
  10. 10. An electronic device comprising a processor, a memory and a program or instruction stored on the memory and executable on the processor, which program or instruction when executed by the processor implements the steps of the method according to any of claims 1-8.

Description

Customer service method, system and electronic equipment Technical Field The application belongs to the technical field of customer service, and particularly relates to a customer service method, a customer service system and electronic equipment. Background In the development of industries such as banks and insurance, a customer service system has been developed for a long time in order to achieve a better product effect. The traditional customer service system mainly relies on manual work and internal information source retrieval assistance, extracts information of a working knowledge base on the basis of manual operation to output contents required by customers, and outputs possible work order demands through manual judgment. However, the above scheme relies on a large amount of manual operations and judgment, the required manpower and scheduling difficulty are high, and the scheme cannot meet the requirement of customer service capability with the continuous expansion of the customer quantity. Disclosure of Invention The embodiment of the application aims to provide a customer service method, a customer service system and electronic equipment, so as to solve the problem that the requirements on customer service capacity cannot be met in the related technology. In order to achieve the above purpose, the embodiment of the present application adopts the following technical scheme: in a first aspect, an embodiment of the present application provides a customer service method, including receiving a demand instruction input by a user through an instruction agent, determining, by a coordination agent, whether the user needs to be guided according to the demand instruction, if the user does not need to be guided, searching according to the demand instruction through a search agent to obtain a first search result, formatting the first search result forwarded by the coordination agent through a formatting agent, and outputting the formatted first search result to the user. In a second aspect, an embodiment of the present application provides a customer service system, including an instruction agent configured to receive a demand instruction input by a user, a coordination agent configured to determine whether the user needs to be guided according to the demand instruction, a search agent configured to search according to the demand instruction if the user does not need to be guided, to obtain a first search result, and a formatting agent configured to format the first search result forwarded by the coordination agent in terms, and output the formatted first search result to the user. In a third aspect, an embodiment of the present application provides an electronic device comprising a processor, a memory and a program or instruction stored on the memory and executable on the processor, the program or instruction when executed by the processor implementing the steps of the method according to the first aspect. The above at least one technical scheme adopted by the embodiment of the application can achieve the following beneficial effects: the method comprises the steps of receiving a demand instruction input by a user through an instruction agent, judging whether the user needs to be guided according to the demand instruction through a coordination agent, searching according to the demand instruction through a searching agent if the user does not need to be guided, obtaining a first search result, formatting the first search result forwarded by the coordination agent through a formatting agent, and outputting the formatted first search result to the user. According to the embodiment of the application, the intelligent agents perform information processing of different flows, a plurality of intelligent agents work cooperatively to automatically generate a solution for the demand instruction of the client, and the demand on customer service capacity can be well met under the condition of large client quantity. Drawings The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this specification, illustrate embodiments of the application and together with the description serve to explain the application and do not constitute a limitation on the application. In the drawings: FIG. 1 is a flow chart of a customer service method according to an embodiment of the present application; FIG. 2 is a schematic diagram of a single Agent implementation logic architecture according to one embodiment of the present application; FIG. 3 is a flowchart of a customer service method according to another embodiment of the present application; FIG. 4 is a schematic diagram of a customer service system according to an embodiment of the present application; Fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present application. Detailed Description In order to make the objects, technical solutions and a