商家客服对于移动电子商务消费者的购买决策具有重要的影响作用,而现有的商家客服系统无法实现消费者咨询服务排序的优化,智能客服功能单一、实用性较弱。针对移动电子商务消费者和商家对智能客服的需求,设计了一种支持消费者购买意向评估和语音自动问答的跨平台智能客服系统,依据消费者购买意向大小优化商家人工客服响应顺序,实现自动客服与人工客服的有效融合。实验结果表明,智能客服系统能够有效提高移动电子商务消费者对商家客服的满意度和店铺的订单成交率,降低商家人工客服的工作量和消费者在线咨询的平均等待时间。

Customer service plays an important role in mobile E-commerce during consumer purchase decision, while the existing customer service systems can not support the optimal sorting of consumer advisory services, and its intelligent service function is single and practicability is weak. For the demands of mobile E-commerce consumers and online shops, a cross-platform intelligent customer service system is designed what support purchase intention assessment and voice question-answering, which can sort the response of artificial customer service based on purchase intention size of customers and integrate with the artificial customer service of online shops. The experimental results show that the intelligent customer service system can effectively improve the mobile E-commerce consumer satisfaction to customer service of online shops and increase the turnover rate of the shops, and can reduce the workload of artificial customer service and the average waiting time of customer online consultation.

国家社会科学基金项目