Title:
METHOD AND APPARATUS FOR TRANSFERRING FROM ROBOT CUSTOMER SERVICE TO HUMAN CUSTOMER SERVICE
Document Type and Number:
WIPO Patent Application WO/2018/006727
Kind Code:
A1
Abstract:
A method for transferring from a robot customer service to a human customer service, comprising: acquiring effective features from at least one conversation between a robot customer service and a user (110); entering the effective features into a confidence assessment model to obtain a current confidence assessment value for the conversation between the robot customer service and the user (120); said confidence assessment model using labelled effective features and conversations between a robot customer service and a user containing appropriate points for switching to a human as samples for training, said appropriate points for switching to a human being appropriate points in time for replacing a robot customer service with a human customer service; transferring the user to a human customer service when the current confidence assessment value meets predetermined conditions for switching to a human (130). The method may identify a need level of transferring a user to a human customer service according to actual conditions of a current conversation, reducing an unnecessary workload of the human customer service while increasing the service satisfaction level of a user, thereby increasing service efficiency of a customer service system.
Inventors:
CHEN LIXIA (CN)
DU MIN (CN)
DU MIN (CN)
Application Number:
PCT/CN2017/090322
Publication Date:
January 11, 2018
Filing Date:
June 27, 2017
Export Citation:
Assignee:
ALIBABA GROUP HOLDING LTD (CN)
CHEN LIXIA (CN)
DU MIN (CN)
CHEN LIXIA (CN)
DU MIN (CN)
International Classes:
G06F17/30
Foreign References:
| CN105591882A | 2016-05-18 | |||
| CN105592237A | 2016-05-18 | |||
| CN105072173A | 2015-11-18 | |||
| CN104991887A | 2015-10-21 | |||
| US8379830B1 | 2013-02-19 |
Attorney, Agent or Firm:
CO-HORIZON INTELLECTUAL PROPERTY INC. (CN)
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