CN101076184A - Method and system for realizing automatic reply - Google Patents
Method and system for realizing automatic reply Download PDFInfo
- Publication number
- CN101076184A CN101076184A CNA2006101040548A CN200610104054A CN101076184A CN 101076184 A CN101076184 A CN 101076184A CN A2006101040548 A CNA2006101040548 A CN A2006101040548A CN 200610104054 A CN200610104054 A CN 200610104054A CN 101076184 A CN101076184 A CN 101076184A
- Authority
- CN
- China
- Prior art keywords
- client
- instant
- communication client
- answer
- server
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Landscapes
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
- Information Transfer Between Computers (AREA)
Abstract
The system comprises: an instant communication server used for establishing the connection between the instant communication client side and the robot chat server; an instant communication client side used for sending the session message to the robot chat server via the instant communication connection; a robot chat server used for receiving the session message sent from the instant communication client side, finding the answer, and sending the answering message to the communication client side. The Invention also reveals a method thereof.
Description
Technical field
The present invention relates to instant messaging (IM) and, more particularly, the present invention relates to a kind of system and method for realizing automatic-answering back device based on the automatic answer technical field of artificial intelligence.
Background technology
The corporate client service system generally adopts call center (Call Center) at present.Traditional call center generally is connected with PSTN by queue machine based on Public Switched Telephone Network (PSTN).Queue machine switching customer phone is to business agent's manual position, and the business agent is by receiving calls, for the client provides information service.Along with computer and development of Communication Technique, the call center has introduced voice automatic answering system and computer telephone integration (CTI) technology, and its fundamental system is by cti server, automatic voice responding equipment (IVR), automated facsimile server, dial formations such as server and manual position outward.
Simultaneously, along with Internet technology and application and development, (Internet CallCenter ICC) is applied and develops internet call center.ICC is based on the call center of the Internet, and it is not simply the information of the Internet to be offered the call center, but the Internet and call center are organically become one.The user can directly enter internet call center from the Web website, realizes conversing with the other side with the mode of button click.Certainly, the user also can use the IP phone incoming call, perhaps can also realize text mutual (as white version function).Function on all the Internets can adopt soft queuing, middleware Technology and internet call center to become one.
Yet these call center solutions need a large amount of hardware investments, and the cost height need a large amount of customer service personnel simultaneously, so expense is very high.
IM system based on the Internet is meant the use technique of internet, allows people to transmit a kind of system of information such as text, voice, video and data file in real time.The characteristics of IM system are to allow the user can optionally accept or refuse someone information, also can exchange with many people the same time.Particularly, the user downloads instant communication software from the Internet, and in machine it is installed.The back is installed registers and obtain unique name there from immediate service provider, the user just can land central server and use the IM service then.Instant message was both available by server forwards, also can utilize P2P (point-to-point) technology directly to be sent to recipient's machine.
Along with popularizing of IM, more and more Internet users are accustomed to using the instrument of IM as communication exchange.At present, some units use the IM instrument as the customer service method.Comprise: apply for an IM number of the account as the customer service number of the account, and announce to the client; The client just can realize the communication with the customer service personnel as long as adding the customer service IM number of the account of enterprise is the good friend.
Yet such Customer Service Center still needs to utilize a large amount of customer service personnel that client's consulting telephone is answered and answers a question, so cost is still very high, and the problem major part of client's consulting is identical or similar problem.
Summary of the invention
In view of this, main purpose of the present invention is to propose a kind of system that realizes automatic-answering back device, to reduce cost.
Another object of the present invention is to propose a kind of realization automatic answer method, to reduce cost.
For achieving the above object, technical scheme of the present invention is achieved in that
A kind of system that realizes automatic-answering back device, this system comprises:
Instant communication server, the instant messaging that is used to set up between instant communication client and the chat robots server connects;
Instant communication client is used for connecting the conversation message that comprises problem to the transmission of chat robots server by this instant messaging;
The chat robots server, be used to receive this conversation message that sends by instant communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect to send by described instant messaging and comprise the response message of this answer to instant communication client.
This system further comprises the customer service agent client, be used for the customer service personnel and answer the problem that conversation message that instant communication client sends comprises, and connect the response message that will comprise this answer by described instant messaging and send to instant communication client;
Described instant communication server, the instant messaging that is further used for setting up between customer service agent client and the instant communication client connects;
Described instant communication client is further used for connecting the conversation message that comprises problem to the transmission of customer service agent client by the instant messaging between customer service agent client and the instant communication client.
This system further comprises the customer relation management crm system, and crm system is connected with the customer service agent client;
The customer service agent client, be used for the customer service personnel and inquire about crm system to obtain relevant user or the company information of problem that comprises with conversation message, determine the questions answer that comprises in the described conversation message according to described information, and connect the response message that will comprise this answer by described instant messaging and send to instant communication client.
This system further comprises mobile immediate communication client and mobile immediate communication gateway;
The mobile immediate communication client, be used for being connected with the mobile communication of instant communication server by moving instant gateway foundation, be connected with the instant messaging of chat robots server by instant communication server foundation, and be used for sending the conversation message that comprises problem to the chat robots server;
The mobile immediate communication gateway, the mobile communication that is used to set up between mobile immediate communication client and the instant communication server connects;
Described chat robots server, be further used for receiving the conversation message that comprises problem that sends by the mobile immediate communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect by described instant messaging and to be connected the response message that will comprise this answer with mobile communication and to send to the mobile immediate communication client.
Instant messaging between described instant communication client and the chat robots server is connected to: the instant messaging of realizing in point-to-point P2P mode connects; Or the instant messaging of realizing in the mode of instant communication server forwarding connects.
A kind of realization automatic answer method, this method may further comprise the steps:
A, the instant messaging of setting up between instant communication client and the chat robots server connect;
B, instant communication client connect the conversation message that comprises problem to the transmission of chat robots server by this instant messaging;
C, chat robots server receive this conversation message that is sent by instant communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect to send by described instant messaging and comprise the response message of this answer to instant communication client.
The instant messaging of setting up in advance between customer service agent client and the instant communication client connects;
Behind step C, this method further comprises:
D, instant communication client connect the conversation message that comprises problem to the transmission of customer service agent client by the instant messaging between customer service agent client and the instant communication client;
E, customer service personnel determine the questions answer that comprised in this conversation message by the customer service agent client, and connect the response message that will comprise this answer by described instant messaging and send to instant communication client.
The described customer service personnel of step e determine that by the customer service agent client questions answer that is comprised in this conversation message comprises:
E1, customer service personnel by customer service agent client query crm system to obtain relevant enterprise of the problem that comprises with conversation message or user's information;
E2, customer service personnel determine the questions answer that comprises in the described conversation message according to described information.
Described step B is:
Instant communication client connects by this instant messaging, sends conversation message in the mode of point-to-point P2P to the chat robots server; Or
Instant communication client connects by this instant messaging, and the mode of transmitting with instant communication server sends conversation message to the chat robots server.
This method further comprises: set up the mobile immediate communication client in advance and be connected with the mobile communication of instant communication server, and set up the mobile immediate communication client and be connected with the instant messaging of chat robots server; This method further comprises:
The mobile immediate communication client is connected the conversation message that comprises problem to the transmission of chat robots server by this mobile communication connection with instant messaging;
The chat robots server receives the conversation message that comprises problem that is sent by the mobile immediate communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect by described instant messaging and to be connected the response message that will comprise this answer with mobile communication and to send to the mobile immediate communication client.
As can be seen, in automatic answering system proposed by the invention, instant communication server is used to set up the instant messaging connection between instant communication client and the chat robots server from technique scheme; Instant communication client is used for connecting to chat robots server transmission conversation message by this instant messaging; The chat robots server, be used to receive this conversation message that sends by instant communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect to send by described instant messaging and comprise the response message of this answer to instant communication client.This shows that use after the present invention, by IM technology and automatic answering are combined, can reduce does not even need artificial participation, and has significantly reduced hardware investment, therefore can greatly reduce cost.
In addition, owing to the knowledge in the knowledge base can be upgraded and accumulate, so response message also can be more and more accurate, so the present invention can also make accurate answer to user's enquirement, consulting better.
Description of drawings
Fig. 1 is the demonstrative structure schematic diagram according to automatic answering system of the present invention;
Fig. 2 is the demonstrative structure schematic diagram according to the automatic answering system of first embodiment of the invention;
Fig. 3 is the demonstrative structure schematic diagram according to the automatic answering system of second embodiment of the invention;
Fig. 4 is the exemplary flow schematic diagram according to realization auto-answer method of the present invention;
Fig. 5 is the exemplary flow schematic diagram according to establishment chat robots of the present invention;
Fig. 6 is the exemplary flow schematic diagram in the creation of knowledge storehouse according to the present invention;
Fig. 7 is for activating the exemplary flow schematic diagram of chat robots according to the present invention;
Fig. 8 is the exemplary interaction flow schematic diagram of instant communication client and chat robots according to the present invention;
Fig. 9 is the exemplary interaction flow schematic diagram of instant communication client and customer service agent client according to the present invention.
Embodiment
For making the purpose, technical solutions and advantages of the present invention express clearlyer, the present invention is further described in more detail below in conjunction with drawings and the specific embodiments.
Fig. 1 is the demonstrative structure schematic diagram according to automatic answering system of the present invention.As shown in Figure 1, this system comprises:
Wherein, the instant messaging between instant communication client 100 and the chat robots server 102 connect can for: the instant messaging of realizing in the P2P mode connects; Or the instant messaging of realizing in the mode of instant communication server 101 forwardings connects.
Based on demonstrative structure shown in Figure 1, the conversation message that instant communication client 100 is sent can be various advisory message, such as the business of certain company of consulting, someone's personal information, the implementation status of a certain business, or the like.At this moment, should comprise the various relevant informations of answering these advisory message in the response message.
According to demonstrative structure shown in Figure 1, those skilled in the art can carry out various preferred conversion to automatic answering system of the present invention.Below wherein some one exemplary embodiment are described, yet these exemplary illustrated are not limited to the present invention.
If the user is dissatisfied to the problem answers that chat robots returns, preferably can click the manual service button in instant communication client 100 buddy lists, instant communication client can be set up one by instant communication server 101 and connects with the customer service agent client-side session like this, this connection can be connected to the customer service agent client by instant communication server 101, also can be directly connected to the customer service agent client in the P2P mode by instant communication client 100.
Utilize the customer service agent client, the contact staff can carry out the answer of problem, has guaranteed that like this client's problem obtains artificial timely question and answer.Enterprise's customer service seat client also can be connected with the systems such as CRM, ERP of enterprise, inquires about the data and the company information of counsel user in real time, to help contact staff's problem of question and answer client better.
Fig. 2 is the demonstrative structure schematic diagram according to the automatic answering system of first embodiment of the invention.As shown in Figure 2, this system comprises:
At first, with Fig. 2 compared to Figure 1, as seen this system further comprises customer service agent client 204,
Described instant communication server 202, the instant messaging that is further used for setting up between customer service agent client 204 and the instant communication client 201 connects; Described instant communication client 201 is further used for connecting the conversation message that comprises problem to 204 transmissions of customer service agent client by the instant messaging between customer service agent client 204 and the instant communication client 201; Customer service agent client 204 is used for the customer service personnel and determines described conversation message questions answer, and by described instant messaging connection this response message that comprises this answer is sent to instant communication client.
Optimum system choosing shown in Figure 2 further comprises the CRM 205 that is connected with customer service agent client 204, at this moment
Customer service agent client 204, be used to inquire about CRM 205 systems to obtain the relevant help information (being generally user or company information) of problem that comprises with conversation message, determine that according to described help information described conversation message comprises questions answer, and the response message that will comprise this answer by described instant messaging connection sends to instant communication client 201.
Except supporting the instant communication client 201 based on the Internet, automatic answering system proposed by the invention preferably can also be supported the mobile immediate communication client based on mobile communication.
Fig. 3 is the demonstrative structure schematic diagram according to the automatic answering system of second embodiment of the invention.As shown in Figure 3, compare with Fig. 2, this system further comprises mobile immediate communication client 306 and mobile immediate communication gateway 307, and remaining entity is corresponding to the corresponding entity among Fig. 2 among Fig. 3; Wherein
Mobile immediate communication client 306, be used for being connected with the mobile communication of instant communication server 302 by moving instant gateway 307 foundation, be connected with the instant messaging of chat robots server 303 by instant communication server 302 foundation, and be used for sending the conversation message that comprises problem to chat robots server 303;
Mobile immediate communication gateway 307, the mobile communication that is used to set up between mobile immediate communication client 306 and the instant communication server 302 connects; Be specially the server that is connected with the network equipment of mobile operator by IP network, the agency that the realization instant communication server is connected with the mobile operator network and the conversion of relevant communication protocol;
Described chat robots server 303, be further used for receiving the conversation message that sends by mobile immediate communication client 306, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect by described instant messaging and to be connected the response message that will comprise this answer with mobile communication and to send to mobile immediate communication client 306.
In the present invention, automatically request-answering system also is in the chat robots system, claims QA (automaticQuestion Answering) system again.It adopts natural language processing technique, finishes the analyzing and processing to customer problem on the one hand; Finish the generation of correct option on the other hand, allow people in rambling network world, obtain the information of oneself wanting quickly and accurately.Automatically request-answering system is a core with the natural language understanding technology, relates to multi-door subjects such as computational linguistics, information science and artificial intelligence, is one of focus of computer application research.
Preferably, automatically request-answering system can be divided into closed domain automatic question answering and open field automatically request-answering system, the closed domain automatically request-answering system is exactly to have set up knowledge base (problem base) in advance, answer then searches problem from problem base, the open field automatically request-answering system not only has problem base, can also from open text library, extract, thereby find a solution to the problem information.The present invention both can adopt the automatically request-answering system of closed domain, can also adopt the open field automatically request-answering system.
Automatically request-answering system mainly comprises four parts: knowledge base is searched part, problem is understood part, information retrieval part and answer and extracted part.Introduce the function and the key technology of this several sections below respectively in detail.
Knowledge base is searched part:
The effect of knowledge base is that problem and answer that the user often asks are preserved.Like this, for the problem of user's input, can at first search in knowledge base, looking at does not have identical problem.If have, just can directly return to the user to the answer of this problem correspondence in the knowledge base, thereby greatly improve the efficient of system.
Knowledge base is searched and is comprised mainly that candidate question set is searched with the problem similarity and calculate.It is to concentrate the problem find out several candidates from frequently asked question that candidate question set is searched, and to dwindle the scope of searching, complicated processing procedure such as follow-up similarity calculating is all carried out in this relative small range of candidate question set.After candidate question set is determined, next step is to find out and the most similar question sentence of target question sentence from this set, used method is the similarity between each question sentence and the target question sentence in the calculated candidate problem set, and the question sentence of corresponding similarity maximum is exactly the sentence that we will look for.The method of computational problem similarity has a lot, comprises based on the method for vector space model or based on method of semantic or the like.
Problem is understood part:
If in knowledge base, can not find the problem of user's input, to carry out problem with regard to needs and understand, it is the problem that will fully understand that the user puts question to that problem is understood, and grasps user's enquirement intention.Such as, " Huashan where? " problem is understood part by the analysis to this problem, just can know that the user is in the geographical position of asking the Huashan.Problem understanding generally comprises carries out the type of participle, problem identificatioin, the extraction and the keyword expansion of keyword to problem.
Participle is a committed step essential in the Chinese natural language processing, and the accuracy rate of participle has very important influence to follow-up processing procedure.
The problem of Chinese divides analogy English to want the many of complexity, because the question sentence in the English generally all is by interrogative (for example where, when, who, what time) beginning, and the number of interrogative is extremely limited.But for Chinese, the question formulation of question sentence is many flexibly.The main purpose that problem is classified is to establish relevant regulations at dissimilar problems, so that utilize these rules in the stages such as keyword extraction, keyword expansion, answer extractions.For example, for the problem in inquiry place, we can stipulate, must contain in the answer " ", speech such as " being positioned at ", " being in ".
Keyword extraction is to extract the keyword useful to the retrieval of back from the question sentence of user's input, and the extraction of keyword directly has influence on the result of the retrieval of back.In addition, in the answer sentence, some speech usually is not the keyword of original problem, but the expansion of the synonym of these speech.Therefore also need keyword is carried out suitable expansion.Improved the recall rate of system though it should be noted that keyword expansion, if expand the accuracy rate that inappropriate meeting greatly reduces retrieval, therefore general automatically request-answering system all is very careful to the expansion of keyword.
The information retrieval part:
Understanding the keyword set obtain by problem need submit to information retrieval system and search relevant document.The task of information retrieval system is exactly the search knowledge relevant with keyword set in existing knowledge base, and gives answer and extract part.Information retrieval is a relatively mature technique, just can be applied in the question answering system as long as existing technology is carried out some improvement.Here the problem that also exists a knowledge base to build, in order to guarantee can both to find relevant answer to any problem, knowledge base must be enough big.
Part is extracted in answer:
What information retrieval was partly returned is a series of relevant knowledge, and answer extraction part extracts relevant answer and submits to the user from these relevant knowledge then.What general search engine returned is a pile webpage, is answer brief, that accuracy is very high and automatically request-answering system need return.Answer can be in short, or a few words, also can be several speech or phrase.
Ask the problem in time place for those, just can answer, and just need long statement to answer for the problem of inquiry reason, incident with very short statement.Therefore, the extraction of answer also needs the type according to problem.It is the part of difficulty maximum in the question answering system that part is extracted in answer.The answer that question answering system is returned is various informative, can be word, sentence or digest.In order exactly answer to be extracted from relevant knowledge, not only need to use the keyword coupling, also to use the method for semantic similarity.
Introduce various preferred concrete application the of the present invention below in detail.Such as, apply the present invention to the customer service center of enterprise.
When the user needs the customer service center of contact business to seek advice from enterprise's relevant issues, the user is at first by instant communication client access of instant communicating server, the chat robots that adds enterprise then is the good friend, double-click chat robots, initiate a session connection with chat robots by instant communication server, the connection here promptly can be connected to the chat robots server by instant communication server, also can be directly connected to the chat robots server in the P2P mode by instant communication client, and then by instant communication server transmission problem to chat robots, chat robots is received chat messages, pass through intelligent algorithm, search knowledge base, sending to user's instant communication client with the answer of problem coupling by instant communication server, the user can adopt the mode of chat and corporate client robot to carry out problem consulting and inquiry.
If the user is dissatisfied to the problem answers that the corporate client robot returns, can click the manual service button of client, instant communication client can be set up one with enterprise's customer service seat client-side session connection by instant communication server like this, this connection can be connected to enterprise's customer service seat client by instant communication server, also can be directly connected to enterprise's customer service seat client in the P2P mode by instant communication client.Enterprise's customer service seat client can be carried out the answer of problem by the contact staff, obtains artificial timely question and answer with regard to the problem that has guaranteed the client like this.
More than describe automatic answering system proposed by the invention in detail, below realization auto-answer method proposed by the invention is described.
Fig. 4 is the exemplary flow schematic diagram according to realization auto-answer method of the present invention.As shown in Figure 4, this method comprises:
Step 401: the instant messaging of setting up between instant communication client and the chat robots server connects;
Step 402: instant communication client connects the conversation message that comprises problem to the transmission of chat robots server by this instant messaging;
Step 403: the chat robots server receives this conversation message that is sent by instant communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect to send by described instant messaging and comprise the response message of this answer to instant communication client.
Wherein, this method can further include: the instant messaging of setting up in advance between customer service agent client and the instant communication client connects;
After step 403, if instant communication client is dissatisfied to response message, then this method can further include step 404 and step 405:
Step 404: instant communication client connects to customer service agent client transmission conversation message by the instant messaging between customer service agent client and the instant communication client;
Step 405: the customer service personnel determine the questions answer that described conversation message comprises by the customer service agent client, and the response message that comprises this answer by described instant messaging connection sends to instant communication client.
Fig. 5 is the exemplary flow schematic diagram according to establishment chat robots of the present invention.As shown in Figure 5, this method comprises:
Step 501: visit instant communication server, application are created customer service robot of enterprise number of the account, such as an instant messaging number of the account that is used for enterprise's customer service;
Step 502: instant communication server distributes the instant messaging number of the account, as enterprise's customer service number, and creates relevant instant messaging account data storehouse;
Step 503: instant communication server notice chat robots server is created a relevant relevant robot of enterprise and knowledge base;
Step 504: enterprise signs in to the chat robots server, in knowledge base inediting knowledge, thereby sets up relevant enterprise's service knowledge base.
Based on flow process shown in Figure 5, Fig. 6 is for creating the exemplary flow schematic diagram of enterprise's service knowledge base according to the present invention.As shown in Figure 6, this method comprises:
Step 601: accessed enterprise chat robots server enters system with the number of the account login of customer service robot of enterprise;
Step 602: editor enterprise service knowledge base is selected by enterprise, increases, deletes, revises knowledge base, and preserves knowledge base;
Step 603: enterprise submits to this knowledge base with establishment enterprise service knowledge base, and the knowledge base of serving as chat robots.
Generally speaking, before being provided, service needs to activate chat robots.Fig. 7 is for activating the exemplary flow schematic diagram of chat robots according to the present invention.As shown in Figure 7, this method comprises:
Step 701: accessed enterprise chat robots server enters system with the number of the account login of customer service robot of enterprise;
Step 702: enterprise activates robot, makes it online, serves the client.
Fig. 8 is the exemplary interaction flow schematic diagram of instant communication client and chat robots according to the present invention.As shown in Figure 8, this method comprises:
Step 801: the client applies for an instant messaging number of the account;
Step 802: the client is with this instant messaging number of the account access of instant communicating server;
Step 803: the client adds customer service robot of enterprise number of the account and is the good friend;
Step 804: the client sends advisory message to customer service robot of enterprise, with query user's relevant issues with the chat of customer service robot of enterprise;
Step 805: instant communication server is received the advisory message of client's instant communication client, is transmitted to customer service robot of enterprise, the automatic search knowledge base of customer service robot of enterprise, and return answer and give the client.
Fig. 9 is the exemplary interaction flow schematic diagram of instant communication client and customer service agent client according to the present invention.As shown in Figure 9, this method comprises:
Step 901: the client triggers the seat Chat button of instant communication client, the request of client's instant communication client set up one with the point-to-point of customer service agent client chat interface channel;
Step 902: instant communication server is transmitted connection request, when chat channels is set up successfully, transmits chat messages.
The above is preferred embodiment of the present invention only, is not to be used to limit protection scope of the present invention.Within the spirit and principles in the present invention all, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1, a kind of system that realizes automatic-answering back device is characterized in that, this system comprises:
Instant communication server, the instant messaging that is used to set up between instant communication client and the chat robots server connects;
Instant communication client is used for connecting the conversation message that comprises problem to the transmission of chat robots server by this instant messaging;
The chat robots server, be used to receive this conversation message that sends by instant communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect to send by described instant messaging and comprise the response message of this answer to instant communication client.
2, the system of realization automatic-answering back device according to claim 1, it is characterized in that, this system further comprises the customer service agent client, be used for the customer service personnel and answer the problem that conversation message that instant communication client sends comprises, and connect the response message that will comprise this answer by described instant messaging and send to instant communication client;
Described instant communication server, the instant messaging that is further used for setting up between customer service agent client and the instant communication client connects;
Described instant communication client is further used for connecting the conversation message that comprises problem to the transmission of customer service agent client by the instant messaging between customer service agent client and the instant communication client.
3, the system of realization automatic-answering back device according to claim 2 is characterized in that, this system further comprises the customer relation management crm system, and crm system is connected with the customer service agent client;
The customer service agent client, be used for the customer service personnel and inquire about crm system to obtain relevant user or the company information of problem that comprises with conversation message, determine the questions answer that comprises in the described conversation message according to described information, and connect the response message that will comprise this answer by described instant messaging and send to instant communication client.
According to the system of each described realization automatic-answering back device among the claim 1-3, it is characterized in that 4, this system further comprises mobile immediate communication client and mobile immediate communication gateway;
The mobile immediate communication client, be used for being connected with the mobile communication of instant communication server by moving instant gateway foundation, be connected with the instant messaging of chat robots server by instant communication server foundation, and be used for sending the conversation message that comprises problem to the chat robots server;
The mobile immediate communication gateway, the mobile communication that is used to set up between mobile immediate communication client and the instant communication server connects;
Described chat robots server, be further used for receiving the conversation message that comprises problem that sends by the mobile immediate communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect by described instant messaging and to be connected the response message that will comprise this answer with mobile communication and to send to the mobile immediate communication client.
5, according to the system of each described realization automatic-answering back device among the claim 1-3, it is characterized in that,
Instant messaging between described instant communication client and the chat robots server is connected to: the instant messaging of realizing in point-to-point P2P mode connects; Or the instant messaging of realizing in the mode of instant communication server forwarding connects.
6, a kind of realization automatic answer method is characterized in that, this method may further comprise the steps:
A, the instant messaging of setting up between instant communication client and the chat robots server connect;
B, instant communication client connect the conversation message that comprises problem to the transmission of chat robots server by this instant messaging;
C, chat robots server receive this conversation message that is sent by instant communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect to send by described instant messaging and comprise the response message of this answer to instant communication client.
7, method according to claim 6 is characterized in that, this method further comprises: the instant messaging of setting up in advance between customer service agent client and the instant communication client connects;
Behind step C, this method further comprises:
D, instant communication client connect the conversation message that comprises problem to the transmission of customer service agent client by the instant messaging between customer service agent client and the instant communication client;
E, customer service personnel determine the questions answer that comprised in this conversation message by the customer service agent client, and connect the response message that will comprise this answer by described instant messaging and send to instant communication client.
8, method according to claim 7 is characterized in that, the described customer service personnel of step e determine that by the customer service agent client questions answer that is comprised in this conversation message comprises:
E1, customer service personnel by customer service agent client query crm system to obtain relevant enterprise of the problem that comprises with conversation message or user's information;
E2, customer service personnel determine the questions answer that comprises in the described conversation message according to described information.
9, method according to claim 6 is characterized in that, described step B is:
Instant communication client connects by this instant messaging, sends conversation message in the mode of point-to-point P2P to the chat robots server; Or
Instant communication client connects by this instant messaging, and the mode of transmitting with instant communication server sends conversation message to the chat robots server.
10, method according to claim 6, it is characterized in that, this method further comprises: set up the mobile immediate communication client in advance and be connected with the mobile communication of instant communication server, and set up the mobile immediate communication client and be connected with the instant messaging of chat robots server; This method further comprises:
The mobile immediate communication client is connected the conversation message that comprises problem to the transmission of chat robots server by this mobile communication connection with instant messaging;
The chat robots server receives the conversation message that comprises problem that is sent by the mobile immediate communication client, automatically the answer that is complementary with the problem of determining to comprise of search knowledge base with described conversation message, and connect by described instant messaging and to be connected the response message that will comprise this answer with mobile communication and to send to the mobile immediate communication client.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2006101040548A CN101076184B (en) | 2006-07-31 | 2006-07-31 | Method and system for realizing automatic reply |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2006101040548A CN101076184B (en) | 2006-07-31 | 2006-07-31 | Method and system for realizing automatic reply |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101076184A true CN101076184A (en) | 2007-11-21 |
| CN101076184B CN101076184B (en) | 2011-09-21 |
Family
ID=38976957
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2006101040548A Active CN101076184B (en) | 2006-07-31 | 2006-07-31 | Method and system for realizing automatic reply |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN101076184B (en) |
Cited By (53)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2010066137A1 (en) * | 2008-12-08 | 2010-06-17 | 华为技术有限公司 | Business service method, business server and business service system |
| CN102035832A (en) * | 2010-11-29 | 2011-04-27 | 广东紫金正天药业有限公司 | Method for calling remote data by IP-Centrex through Internet |
| CN101577685B (en) * | 2008-05-09 | 2012-05-23 | 中国电信股份有限公司 | Information inquiry method and system |
| CN102622696A (en) * | 2011-01-27 | 2012-08-01 | 腾讯科技（深圳）有限公司 | Method and apparatus for customer service return visit |
| CN103078867A (en) * | 2013-01-15 | 2013-05-01 | 深圳市紫光杰思谷科技有限公司 | Automatic chatting method and chatting system among robots |
| CN103489210A (en) * | 2013-09-06 | 2014-01-01 | 雷路德 | Virtual character proactive contacting system and method thereof |
| CN103500244A (en) * | 2013-09-06 | 2014-01-08 | 雷路德 | Virtual friend conversational system and method thereof |
| CN102035868B (en) * | 2009-09-28 | 2014-05-21 | 上海智臻网络科技有限公司 | Method and device for implementing webpage automatic customer service |
| CN103914570A (en) * | 2014-04-25 | 2014-07-09 | 北京中讯爱乐科技有限公司 | Intelligent customer service searching method and system based on character string similarity algorithm |
| CN104134149A (en) * | 2014-07-25 | 2014-11-05 | 揭阳电商港科技有限公司 | Electronic commerce system based on instant messaging application and realization method |
| CN104298416A (en) * | 2013-07-19 | 2015-01-21 | 腾讯科技（北京）有限公司 | Method and device for generating auto-response messages in instant messaging |
| WO2015007228A1 (en) * | 2013-07-19 | 2015-01-22 | Tencent Technology (Shenzhen) Company Limited | Keyword based automatic reply generation in messaging application |
| CN104518951A (en) * | 2013-09-29 | 2015-04-15 | 腾讯科技（深圳）有限公司 | Method and device for replying social contact application messages |
| CN105024922A (en) * | 2015-07-22 | 2015-11-04 | 苏州乐聚一堂电子科技有限公司 | Chatting robot and chatting system |
| CN105072143A (en) * | 2015-07-02 | 2015-11-18 | 百度在线网络技术（北京）有限公司 | Interaction system for intelligent robot and client based on artificial intelligence |
| CN105141503A (en) * | 2015-08-13 | 2015-12-09 | 北京北信源软件股份有限公司 | Novel instant messaging intelligent robot |
| CN105162688A (en) * | 2015-08-13 | 2015-12-16 | 北京智齿博创科技有限公司 | Method for chatting with online customer service representative |
| CN105279587A (en) * | 2014-05-27 | 2016-01-27 | 刘中一 | Mobile internet based intelligent answer and questionnaire investigation evaluation analysis and transformation system |
| CN105956828A (en) * | 2016-05-03 | 2016-09-21 | 成都亿信标准认证集团有限公司 | Management consultation system |
| CN106161079A (en) * | 2015-04-28 | 2016-11-23 | 小米科技有限责任公司 | Fault feedback method and device |
| CN104025540B (en) * | 2012-12-26 | 2017-02-22 | 华为技术有限公司 | Method, apparatus and system for implementing login of ip telephone number |
| CN106469358A (en) * | 2015-08-20 | 2017-03-01 | 阿里巴巴集团控股有限公司 | Logistics information processing method and processing device |
| CN106487660A (en) * | 2016-11-04 | 2017-03-08 | 广东亿迅科技有限公司 | A kind of method for being managed collectively multiple info-channels and its system |
| CN106528789A (en) * | 2016-11-01 | 2017-03-22 | 安徽爱依特科技有限公司 | Smart service system based on robot |
| CN106682137A (en) * | 2016-12-19 | 2017-05-17 | 武汉市灯塔互动文化传播有限公司 | Intelligent stock investment adviser questioning-answering interaction method and intelligent stock investment adviser questioning-answering interaction system |
| CN106776832A (en) * | 2016-11-25 | 2017-05-31 | 上海智臻智能网络科技股份有限公司 | Processing method, apparatus and system for question and answer interactive log |
| CN106844558A (en) * | 2016-12-31 | 2017-06-13 | 深圳市优必选科技有限公司 | Intelligent answer method and system |
| CN106899487A (en) * | 2016-07-06 | 2017-06-27 | 阿里巴巴集团控股有限公司 | Communication processing method, device, server and equipment |
| CN107038590A (en) * | 2017-03-21 | 2017-08-11 | 阿里巴巴集团控股有限公司 | Show the implementation method and device of user profile |
| CN107092602A (en) * | 2016-02-18 | 2017-08-25 | 朗新科技股份有限公司 | A kind of auto-answer method and system |
| CN107220380A (en) * | 2017-06-27 | 2017-09-29 | 北京百度网讯科技有限公司 | Question and answer based on artificial intelligence recommend method, device and computer equipment |
| US9794198B2 (en) | 2013-07-19 | 2017-10-17 | Tencent Technology (Shenzhen) Company Limited | Methods and systems for creating auto-reply messages |
| CN107623620A (en) * | 2016-07-14 | 2018-01-23 | 腾讯科技（深圳）有限公司 | Processing method, the webserver and the Intelligent dialogue system of randomness interaction data |
| CN108038606A (en) * | 2017-12-06 | 2018-05-15 | 企创创（广州）科技有限公司 | A kind of Consultancy for Enterprise Management service system based on internet |
| CN108306813A (en) * | 2017-08-10 | 2018-07-20 | 腾讯科技（深圳）有限公司 | Processing method, server and the client of conversation message |
| CN108470042A (en) * | 2018-02-24 | 2018-08-31 | 海南电网有限责任公司信息通信分公司 | A kind of O＆M problem automatic answering system |
| WO2018157329A1 (en) * | 2017-03-01 | 2018-09-07 | Microsoft Technology Licensing, Llc | Providing content |
| CN108718273A (en) * | 2018-05-11 | 2018-10-30 | 平安科技（深圳）有限公司 | Session method and device, storage medium, electronic equipment based on instant messaging |
| CN108763355A (en) * | 2018-05-16 | 2018-11-06 | 深圳市三宝创新智能有限公司 | A kind of intelligent robot interaction data processing system and method based on user |
| WO2018205084A1 (en) * | 2017-05-08 | 2018-11-15 | Microsoft Technology Licensing, Llc | Providing local service information in automated chatting |
| CN109639566A (en) * | 2018-12-14 | 2019-04-16 | 杭州安司源科技有限公司 | A kind of open instant messaging chat robots system |
| CN109635094A (en) * | 2018-12-17 | 2019-04-16 | 北京百度网讯科技有限公司 | Method and apparatus for generating answer |
| WO2019144585A1 (en) * | 2018-01-29 | 2019-08-01 | 深圳壹账通智能科技有限公司 | Virtual robot control method, device and equipment, and readable storage medium |
| CN110222165A (en) * | 2019-06-14 | 2019-09-10 | 言图科技有限公司 | The method and system of employee's daily management is realized based on instant chat |
| CN110232573A (en) * | 2018-03-06 | 2019-09-13 | 广州供电局有限公司 | Based on interactive intelligent response system |
| CN110245219A (en) * | 2019-04-25 | 2019-09-17 | 义语智能科技(广州)有限公司 | A kind of answering method and equipment based on automatic extension Q & A database |
| CN110300234A (en) * | 2018-03-21 | 2019-10-01 | 上海易谷网络科技股份有限公司 | IVR intelligent sound navigation silence seat technology |
| CN110347808A (en) * | 2019-05-28 | 2019-10-18 | 成都美美臣科技有限公司 | One e-commerce website intelligent robot customer service construction method |
| CN112543185A (en) * | 2020-11-23 | 2021-03-23 | 建信金融科技有限责任公司 | Customer service method, device and system |
| WO2021093755A1 (en) * | 2019-11-14 | 2021-05-20 | 华为技术有限公司 | Matching method and apparatus for questions, and reply method and apparatus for questions |
| CN113157885A (en) * | 2021-04-13 | 2021-07-23 | 华南理工大学 | Efficient intelligent question-answering system for knowledge in artificial intelligence field |
| CN114586323A (en) * | 2019-10-28 | 2022-06-03 | 利维帕尔森有限公司 | Dynamic routing of communications to different end nodes |
| CN114697280A (en) * | 2022-03-01 | 2022-07-01 | 西安博纳吉生物科技有限公司 | Instant messaging method for preset content |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7092939B2 (en) * | 2003-02-27 | 2006-08-15 | Wondir General, Inc. | Interactive streaming ticker |
| CN1609867A (en) * | 2003-10-24 | 2005-04-27 | 英业达股份有限公司 | Network customer's question reply system |
-
2006
- 2006-07-31 CN CN2006101040548A patent/CN101076184B/en active Active
Cited By (69)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101577685B (en) * | 2008-05-09 | 2012-05-23 | 中国电信股份有限公司 | Information inquiry method and system |
| CN101753477B (en) * | 2008-12-08 | 2011-12-28 | 华为技术有限公司 | Business service method, business server and business service system |
| WO2010066137A1 (en) * | 2008-12-08 | 2010-06-17 | 华为技术有限公司 | Business service method, business server and business service system |
| CN102035868B (en) * | 2009-09-28 | 2014-05-21 | 上海智臻网络科技有限公司 | Method and device for implementing webpage automatic customer service |
| CN102035832A (en) * | 2010-11-29 | 2011-04-27 | 广东紫金正天药业有限公司 | Method for calling remote data by IP-Centrex through Internet |
| CN102622696A (en) * | 2011-01-27 | 2012-08-01 | 腾讯科技（深圳）有限公司 | Method and apparatus for customer service return visit |
| CN102622696B (en) * | 2011-01-27 | 2017-07-21 | 腾讯科技（深圳）有限公司 | A kind of method and apparatus of customer service return visit |
| CN104025540B (en) * | 2012-12-26 | 2017-02-22 | 华为技术有限公司 | Method, apparatus and system for implementing login of ip telephone number |
| CN103078867A (en) * | 2013-01-15 | 2013-05-01 | 深圳市紫光杰思谷科技有限公司 | Automatic chatting method and chatting system among robots |
| US10243889B2 (en) | 2013-07-19 | 2019-03-26 | Tencent Technology (Shenzhen) Company Limited | Keyword based automatic reply generation in a messaging application |
| US10382368B2 (en) | 2013-07-19 | 2019-08-13 | Tencent Technology (Shenzhen) Company Limited | Methods and systems for creating auto-reply messages |
| CN104298416A (en) * | 2013-07-19 | 2015-01-21 | 腾讯科技（北京）有限公司 | Method and device for generating auto-response messages in instant messaging |
| WO2015007228A1 (en) * | 2013-07-19 | 2015-01-22 | Tencent Technology (Shenzhen) Company Limited | Keyword based automatic reply generation in messaging application |
| US9794198B2 (en) | 2013-07-19 | 2017-10-17 | Tencent Technology (Shenzhen) Company Limited | Methods and systems for creating auto-reply messages |
| CN104298416B (en) * | 2013-07-19 | 2019-01-29 | 腾讯科技（北京）有限公司 | The generation method and device of message are automatically replied in instant messaging |
| CN103489210A (en) * | 2013-09-06 | 2014-01-01 | 雷路德 | Virtual character proactive contacting system and method thereof |
| CN103500244A (en) * | 2013-09-06 | 2014-01-08 | 雷路德 | Virtual friend conversational system and method thereof |
| CN104518951A (en) * | 2013-09-29 | 2015-04-15 | 腾讯科技（深圳）有限公司 | Method and device for replying social contact application messages |
| CN104518951B (en) * | 2013-09-29 | 2017-04-05 | 腾讯科技（深圳）有限公司 | A kind of method and device for replying social networking application information |
| CN103914570A (en) * | 2014-04-25 | 2014-07-09 | 北京中讯爱乐科技有限公司 | Intelligent customer service searching method and system based on character string similarity algorithm |
| CN105279587A (en) * | 2014-05-27 | 2016-01-27 | 刘中一 | Mobile internet based intelligent answer and questionnaire investigation evaluation analysis and transformation system |
| CN104134149A (en) * | 2014-07-25 | 2014-11-05 | 揭阳电商港科技有限公司 | Electronic commerce system based on instant messaging application and realization method |
| CN106161079A (en) * | 2015-04-28 | 2016-11-23 | 小米科技有限责任公司 | Fault feedback method and device |
| CN105072143B (en) * | 2015-07-02 | 2018-11-20 | 百度在线网络技术（北京）有限公司 | The interactive system of intelligent robot and client based on artificial intelligence |
| CN105072143A (en) * | 2015-07-02 | 2015-11-18 | 百度在线网络技术（北京）有限公司 | Interaction system for intelligent robot and client based on artificial intelligence |
| CN105024922A (en) * | 2015-07-22 | 2015-11-04 | 苏州乐聚一堂电子科技有限公司 | Chatting robot and chatting system |
| CN105162688A (en) * | 2015-08-13 | 2015-12-16 | 北京智齿博创科技有限公司 | Method for chatting with online customer service representative |
| CN105141503A (en) * | 2015-08-13 | 2015-12-09 | 北京北信源软件股份有限公司 | Novel instant messaging intelligent robot |
| CN106469358A (en) * | 2015-08-20 | 2017-03-01 | 阿里巴巴集团控股有限公司 | Logistics information processing method and processing device |
| CN107092602A (en) * | 2016-02-18 | 2017-08-25 | 朗新科技股份有限公司 | A kind of auto-answer method and system |
| CN105956828A (en) * | 2016-05-03 | 2016-09-21 | 成都亿信标准认证集团有限公司 | Management consultation system |
| CN106899487A (en) * | 2016-07-06 | 2017-06-27 | 阿里巴巴集团控股有限公司 | Communication processing method, device, server and equipment |
| CN107623620A (en) * | 2016-07-14 | 2018-01-23 | 腾讯科技（深圳）有限公司 | Processing method, the webserver and the Intelligent dialogue system of randomness interaction data |
| CN106528789A (en) * | 2016-11-01 | 2017-03-22 | 安徽爱依特科技有限公司 | Smart service system based on robot |
| CN106487660A (en) * | 2016-11-04 | 2017-03-08 | 广东亿迅科技有限公司 | A kind of method for being managed collectively multiple info-channels and its system |
| CN106776832A (en) * | 2016-11-25 | 2017-05-31 | 上海智臻智能网络科技股份有限公司 | Processing method, apparatus and system for question and answer interactive log |
| CN106776832B (en) * | 2016-11-25 | 2019-07-19 | 上海智臻智能网络科技股份有限公司 | Processing method, apparatus and system for question and answer interactive log |
| CN106682137A (en) * | 2016-12-19 | 2017-05-17 | 武汉市灯塔互动文化传播有限公司 | Intelligent stock investment adviser questioning-answering interaction method and intelligent stock investment adviser questioning-answering interaction system |
| CN106844558A (en) * | 2016-12-31 | 2017-06-13 | 深圳市优必选科技有限公司 | Intelligent answer method and system |
| WO2018121759A1 (en) * | 2016-12-31 | 2018-07-05 | 深圳市优必选科技有限公司 | Intelligent question and answer method and system |
| CN109154948A (en) * | 2017-03-01 | 2019-01-04 | 微软技术许可有限责任公司 | Content is provided |
| WO2018157329A1 (en) * | 2017-03-01 | 2018-09-07 | Microsoft Technology Licensing, Llc | Providing content |
| US11253778B2 (en) | 2017-03-01 | 2022-02-22 | Microsoft Technology Licensing, Llc | Providing content |
| CN107038590A (en) * | 2017-03-21 | 2017-08-11 | 阿里巴巴集团控股有限公司 | Show the implementation method and device of user profile |
| US10951555B2 (en) | 2017-05-08 | 2021-03-16 | Microsoft Technology Licensing, Llc | Providing local service information in automated chatting |
| WO2018205084A1 (en) * | 2017-05-08 | 2018-11-15 | Microsoft Technology Licensing, Llc | Providing local service information in automated chatting |
| CN107220380A (en) * | 2017-06-27 | 2017-09-29 | 北京百度网讯科技有限公司 | Question and answer based on artificial intelligence recommend method, device and computer equipment |
| CN108306813B (en) * | 2017-08-10 | 2020-12-11 | 腾讯科技（深圳）有限公司 | Session message processing method, server and client |
| CN108306813A (en) * | 2017-08-10 | 2018-07-20 | 腾讯科技（深圳）有限公司 | Processing method, server and the client of conversation message |
| CN108038606A (en) * | 2017-12-06 | 2018-05-15 | 企创创（广州）科技有限公司 | A kind of Consultancy for Enterprise Management service system based on internet |
| WO2019144585A1 (en) * | 2018-01-29 | 2019-08-01 | 深圳壹账通智能科技有限公司 | Virtual robot control method, device and equipment, and readable storage medium |
| CN108470042A (en) * | 2018-02-24 | 2018-08-31 | 海南电网有限责任公司信息通信分公司 | A kind of O＆M problem automatic answering system |
| CN110232573A (en) * | 2018-03-06 | 2019-09-13 | 广州供电局有限公司 | Based on interactive intelligent response system |
| CN110300234A (en) * | 2018-03-21 | 2019-10-01 | 上海易谷网络科技股份有限公司 | IVR intelligent sound navigation silence seat technology |
| CN108718273A (en) * | 2018-05-11 | 2018-10-30 | 平安科技（深圳）有限公司 | Session method and device, storage medium, electronic equipment based on instant messaging |
| WO2019214114A1 (en) * | 2018-05-11 | 2019-11-14 | 平安科技（深圳）有限公司 | Instant messaging-based session method and apparatus, readable storage medium, and electronic device |
| CN108763355A (en) * | 2018-05-16 | 2018-11-06 | 深圳市三宝创新智能有限公司 | A kind of intelligent robot interaction data processing system and method based on user |
| CN109639566A (en) * | 2018-12-14 | 2019-04-16 | 杭州安司源科技有限公司 | A kind of open instant messaging chat robots system |
| CN109635094A (en) * | 2018-12-17 | 2019-04-16 | 北京百度网讯科技有限公司 | Method and apparatus for generating answer |
| CN110245219A (en) * | 2019-04-25 | 2019-09-17 | 义语智能科技(广州)有限公司 | A kind of answering method and equipment based on automatic extension Q & A database |
| CN110347808A (en) * | 2019-05-28 | 2019-10-18 | 成都美美臣科技有限公司 | One e-commerce website intelligent robot customer service construction method |
| CN110222165B (en) * | 2019-06-14 | 2021-10-26 | 言图科技有限公司 | Method and system for realizing daily management of staff based on instant chat |
| CN110222165A (en) * | 2019-06-14 | 2019-09-10 | 言图科技有限公司 | The method and system of employee's daily management is realized based on instant chat |
| CN114586323A (en) * | 2019-10-28 | 2022-06-03 | 利维帕尔森有限公司 | Dynamic routing of communications to different end nodes |
| CN114586323B (en) * | 2019-10-28 | 2024-05-17 | 利维帕尔森有限公司 | Dynamic communication routing to different endpoints |
| WO2021093755A1 (en) * | 2019-11-14 | 2021-05-20 | 华为技术有限公司 | Matching method and apparatus for questions, and reply method and apparatus for questions |
| CN112543185A (en) * | 2020-11-23 | 2021-03-23 | 建信金融科技有限责任公司 | Customer service method, device and system |
| CN113157885A (en) * | 2021-04-13 | 2021-07-23 | 华南理工大学 | Efficient intelligent question-answering system for knowledge in artificial intelligence field |
| CN114697280A (en) * | 2022-03-01 | 2022-07-01 | 西安博纳吉生物科技有限公司 | Instant messaging method for preset content |
Also Published As
| Publication number | Publication date |
|---|---|
| CN101076184B (en) | 2011-09-21 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN101076184A (en) | Method and system for realizing automatic reply | |
| CN110891124B (en) | System for artificial intelligence pick-up call | |
| US7251495B2 (en) | Command based group SMS with mobile message receiver and server | |
| CN110990544B (en) | Intelligent question-answering platform for legal consultation | |
| DE102010054981B4 (en) | Context-sensitive, cloud-based telephony | |
| JP5794432B2 (en) | System and method for integrating short message service messaging with contact center applications | |
| US6377944B1 (en) | Web response unit including computer network based communication | |
| CN112838978B (en) | System and method for real-time short message robot supporting man-machine cooperation | |
| CN1231028C (en) | Distributed system to intelligenly establish sessions between anonymous users over various networks | |
| CN1308438A (en) | Registering and searching system and method in several main related searching units | |
| US8775514B2 (en) | System and method for providing instant communication based customer support services using voice recognition | |
| CN1354942A (en) | Method and apparatus for selectively presenting media-options to clients of multimedia cell center | |
| CN101076061A (en) | Robot server and automatic chatting method | |
| CN1577264A (en) | System and method for providing online agenda-driven meetings | |
| CN101075320A (en) | System and method for issuing and inquiring information | |
| CN1968123A (en) | Automatic orchestration of dynamic multiple party, multiple media communications | |
| CN1639707A (en) | System and method for concurrent multimodal communication | |
| CN1821991A (en) | Knowledge question-and-answer quick processing system based on artificial intelligence | |
| JP2013531912A (en) | Caller ID surfing | |
| CN1658689A (en) | A cellular push-to-talk system | |
| CN110955762A (en) | Intelligent question and answer platform | |
| CN1794707A (en) | Searching method between immediate news systems and interlink server | |
| CN1359501A (en) | Method and apparatus for providing network based counseling service | |
| US20050085243A1 (en) | Contextual communications | |
| CN1845495A (en) | System and realization method for mobile consultation service between mobile users |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant |