基于微信服务号的企业智能客服系统的设计与实现

发布时间：2018-09-19 08:09

【摘要】：微信是时下特别受欢迎的聊天软件,2011年1月21日,微信推出1.0测试版,支持通过QQ号来导入现有的联系人资料,可以实现即时通讯、分享照片和更换头像等简单功能,2011年5月10日推出2.0版本新增加语音对讲功能。2012年8月17日正式推出微信公众平台,又分别在2012年11月29日和2013年2月6日做出了大型改动,增加图文消息编辑功能,并对发送的内容进行敏感词和安全性检测,增加高级功能选项,用户可以在编辑模式和开发模式中选择一个使用,并开启实名认证。到目前,微信平台的运营已经成熟,也有了自己的用户群。微信所具有大量用户群的特性及其易于操作性,奠定了轻应用形企业智能客服的最佳载体的地位。面对大量的不定时的电商用户,传统的人工客服已经很难满足市场的需求;各企业硬件产品竞争不相上下,消费者要求更多地往往是服务态度,体验的是情感与文化,所以成熟的智能客服产品未来将逐渐演变成具有一定企业理念和文化的智能客服。无论是基于电商企业平台的智能客服,还是其他形式的企业智能客服,都将是提升用户体验的一种方式。本论文针对微信平台实现企业智能客服,其中查询数据库部分设计采用最近邻查询算法TPR-树实现对查询信息的搜索。用户使用智能客服时采用智能排队算法对等待时间进行计算,从而避免等待超时的情况出现。目前基于企业的智能客服已经在试运行阶段。
[Abstract]:WeChat is a particularly popular chat software. On January 21, 2011, WeChat launched a 1.0 beta version, which supports the introduction of existing contact information through the QQ number, enabling instant messaging. Simple features such as sharing photos and changing avatars, and a new 2.0 version of voice-to-speech features was introduced on May 10, 2011. The WeChat public platform was officially launched on 17 August 2012, with major changes made on November 29, 2012, and February 6, 2013, respectively. Add the function of editing text message, check the sensitive words and security of the sent content, add the advanced function option, the user can choose one to use in the edit mode and development mode, and turn on the authentication of real name. To present, the operation of WeChat platform has matured, also had its own user group. WeChat has the characteristics of a large number of user groups and its ease of operation, which has established the status of the best carrier of light application enterprise intelligent customer service. In the face of a large number of unscheduled e-commerce users, the traditional artificial customer service has been very difficult to meet the needs of the market. The hardware products of various enterprises compete equally, and consumers often demand more service attitude, and experience emotion and culture. Therefore, the mature intelligent customer service products will gradually evolve into a certain enterprise concept and culture of intelligent customer service in the future. Whether it is intelligent customer service based on e-commerce enterprise platform or other forms of enterprise intelligent customer service, it will be a way to improve the user experience. In this paper, the enterprise intelligent customer service is implemented on WeChat platform. In the part of query database, the nearest neighbor query algorithm TPR- tree is used to realize the search of query information. When users use intelligent customer service, they use intelligent queuing algorithm to calculate the waiting time, so as to avoid the situation of waiting timeout. At present, the enterprise-based intelligent customer service has been in the trial operation phase.
【学位授予单位】：沈阳师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52

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