In fact, it is to sum up the questions that Tik Tok consumers often ask, and then give a good reply, which can be divided into default and custom. When consumers enter offline consultation and interact with robots, their questions will be automatically searched and matched in the robot knowledge base, and corresponding answers will be returned. If the robot knowledge base does not contain this question, then enter the manual customer service or the user starts the next round of interaction according to the corresponding manual transfer strategy.
Robot knowledge base consists of two parts: recommendation question set and user-defined question. The former is a problem that the platform defaults to a high frequency of consumer consultation, and the merchant can adjust the answer according to the actual situation. Custom questions are questions and answers set by merchants according to the actual situation and the characteristics of goods and shops.
Finally, set it to manual. Manual setting of Tik Tok no longer needs manual configuration by merchants, but follows the manual setting strategy of platform intelligence. Merchants only need to manually set the interception words to manual, such as complaints, 3 15, consumer associations and other words that are easy to cause public opinion or serious problems. As long as the consumer's voice contains intercepting words, it will automatically enter the manual customer service.