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1.发明申请公开(公告)号：US20170195486A1
公开(公告)日：2017-07-06
申请号：US15390172
申请日：2016-12-23
发明人： Siyuan LI , Pinpin ZHU
IPC分类号： H04M3/51
CPC分类号： H04M3/5166 , G06Q30/016 , H04M3/5183 , H04M2203/408 , H04M2250/74
摘要： The present disclosure includes an intelligent customer service system comprising a customer end, a customer service robot, and a human customer-service end. The customer service robot is configured to: receive a session message from the customer end; identify content of the session message; determine whether it is capable of processing the session message based on the identified content; if so, obtain an answer message matching the identified content from pre-stored service resource and transmit the answer message to the customer end; or otherwise, set its state to a session suspended state, obtain a comforting answer message matching the session message from the pre-stored service resource, send the comforting answer message to the customer end, and transmit to the human customer-service end the session message that the customer service robot is not capable of processing or the content of which the customer service robot cannot identify.
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2.发明申请公开(公告)号：US20180332170A1
公开(公告)日：2018-11-15
申请号：US16043415
申请日：2018-07-24
发明人： Siyuan LI , Pinpin ZHU
CPC分类号： H04M3/5166 , G06Q30/016 , H04M3/5183 , H04M2203/408 , H04M2250/74
摘要： The present disclosure includes an intelligent customer service system comprising a customer end, a customer service robot, and a human customer-service end. The customer service robot is configured to: receive a session message from the customer end; identify content of the session message; determine whether it is capable of processing the session message based on the identified content; if so, obtain an answer message matching the identified content from pre-stored service resource and transmit the answer message to the customer end; or otherwise, set its state to a session suspended state, obtain a comforting answer message matching the session message from the pre-stored service resource, send the comforting answer message to the customer end, and transmit to the human customer-service end the session message that the customer service robot is not capable of processing or the content of which the customer service robot cannot identify.
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