Intelligent customer interaction system, intelligent customer interactions way

摘要

PROBLEM TO BE SOLVED: To provide an intelligent customer serving system for intellectually coping with a customer's communication request, which functions as an online shopping mall for providing an online electronic commerce between a plurality of sellers and a plurality of purchasers.;SOLUTION: The intelligent customer serving system comprises a messenger server 112 and a proxy server 113, that processes the message via the messenger server 112 to determine a route. The messenger server 112 has an instant messenger function via messenger programs which are each incorporated in a seller's terminal 123 and a purchaser's terminal 122. When the purchaser requests audio communication with the seller, the messenger server 112 searches for, in the order of precedence, a serving communications means of the seller, which is capable of serving the customer at the requested time through the use of a serving communication means in real time, at which the seller can serve the customer, as well as precedence information, and ensures the speech communication between the seller and the purchaser.;COPYRIGHT: (C)2006,JPO&NCIPI