CN102855285A - Keyword management system and method for consultation service system - Google Patents
Keyword management system and method for consultation service system Download PDFInfo
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- CN102855285A CN102855285A CN2012102775848A CN201210277584A CN102855285A CN 102855285 A CN102855285 A CN 102855285A CN 2012102775848 A CN2012102775848 A CN 2012102775848A CN 201210277584 A CN201210277584 A CN 201210277584A CN 102855285 A CN102855285 A CN 102855285A
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Abstract
The invention discloses a keyword management system and a keyword management method for a consultation service system. The keyword management system comprises a keyword setting module, a synonym setting module, a group keyword setting module, a keyword conversion module and a keyword input module which are connected with a database module, wherein the group keyword setting module can store keywords and synonyms into group keywords of the database module and set codes for the group keywords; the consultation service system is provided with a query module; and the query module can acquire the keyword codes through searching the database module according to an input character string, then acquires group keyword codes and synonym codes according to the keyword codes, takes out all question and answer contents with the keywords and the synonyms from the database module, ranks the question and answer contents according to an appearance frequency and the clicking rate of the keywords, and displays all the taken-out question and answer contents.
Description
Technical field
The present invention is about a kind of keyword management system for consultative service system and method thereof, especially a kind of system that can search key word and set up key word, with when the consumer proposes to seek advice from, can respond the content answer and solve consumer's query with keyword query.
Background technology
With the industry that service is attached most importance to, good customer service will have very large bonus point effect to company and products thereof image, so each company classifies promote the customer service quality as one of major tasks project as invariably.
And the customer service mode of commonly using has two: one for special messenger's telephone receiving is set, and large enterprises may be provided with full-time contact staff; In addition, another customer service mode is for setting up company customer service website, the client has demand or problem need seek the dealer to be provided when assisting, can see through the customer service website with demand response to the dealer, this mode advantage is for needn't arrange special messenger's telephone receiving, can use by more effective manpower, but also so often make the client need wait for that the long period just can obtain the dealer and reply, this will make customer satisfaction reduce, the processing mode of problem also can't be done effectively to pass on to link up in intra-company in addition, and the processing timeliness and the effective management and control customer issue that also increase problem are processed situation.
Therefore, now customer service is still in the mode of special messenger's telephone receiving as main, but because the contact staff is not all to be the professional of a certain product, therefore when the client inquires complicated problem, contact staff and can't be on line instant answer problem will cause the client impaired to company's satisfaction and professional image; And the answer that each contact staff understands is also not identical, although can carry out experience succession in the mode of oral instruction, but still can't make the contact staff can immediate reaction and respond some complicated problems of client and the problem of some unconventional property.
Therefore, if in the time of can working as the consumer and propose to seek advice from, can be with the answer of key word immediate inquiring problem, helping solve consumer's problem, and the word string that system more can regularly will repeatedly inquire about automatically changes key word into, so should be a best solution.
Summary of the invention
The present invention namely is to provide a kind of keyword management system for consultative service system and method thereof, can be when the consumer propose to seek advice from, and can be with the keyword query database module, in order to can help solve fast the problem that the consumer occurs.
Another object of the present invention namely is to provide a kind of keyword management system for consultative service system and method thereof, and the word string that can regularly automatically will repeatedly inquire about changes key word into.
Can reach the keyword management system and the method thereof that are used for consultative service system of foregoing invention purpose, the keyword management system that wherein should be used for consultative service system, comprise: a key word setting module, carry out code setting with the key word in the database module; One synonym setting module, be connected with this key word setting module and database module, this synonym setting module can be for the key word with key word code, sets and store the synonym word string that belongs to together in database module, and synonym is carried out code setting; A group set of keyword setting module, be connected with this key word setting module, synonym setting module and database module, be stored in group's key word of this database module in order to the key word that will have the key word code and the synonym with synonym code, and this group's key word is carried out code setting; One key word modular converter, be connected with this database module, this key word modular converter can be compared reaching the inquiry word that necessarily is queried number of times and the key word in the database module, again the inquiry word of non-keyword is converted to key word after, then be stored in the database module; And a key word load module, being connected with this database module, this key word load module is in order to the new key input and be stored in the database module.
In particular, described consultative service system has an enquiry module that is connected with this database module, and this enquiry module can be by the input word string, to inquire about the question and answer data of this database module.
In particular, described enquiry module can be obtained the key word code with the word string of the key word inputted in this database module, after in this database module, obtaining group's key word code by the key word code again, this enquiry module then can be obtained all key words and the relevant synonym of key word that comprises by group's key word code, and use key word and the synonym obtained, in database module, search and have key word and synonymous question and answer data.
In particular, have more a key word statistical module in the described enquiry module, this enquiry module can shared number of times in the question and answer data sorts according to muster number and this key word key word that statistical module calculates with Query Result.
In particular, have more key word screening module in the described enquiry module, carry out the relevance search in order to will input word string and all key word, if do not inquire the question and answer data of corresponding input word string in database module, this key word screening module can be with the usefulness of the corresponding key word of input word string as inquiry question and answer data.
In particular, described consultative service system has a data query statistical module that is connected with this database module and keyword management system, this data query statistical module can be added up the number of times of inquiring about in database module, and the number of times of statistics is inputted in the key word modular converter of this keyword management system.
In addition, the present invention is used for the keyword managing method of consultative service system, and wherein the operation workflow of keyword query is:
(1) by the input word string, in database module, obtains the key word of the inquiry code;
(2) by the key word code, in database module, obtain corresponding group key word code;
(3) afterwards, take out connected key word code according to group's key word code;
(4) take out synonym code under all according to the key word code again; And
(5) last, in database module, take out all and have key word and synonymous question and answer content, sort according to key word occurrence number and click through rate again and show the question and answer content that all have taken out.
In particular, described step (1), if the input word string is not to be the key word in the database module, can't in database module, obtain the key word of the inquiry code, then search the corresponding synonym of input word string, and after finding out the code of corresponding key word by the synonymous code of searching, carry out again the program of step (2).
In particular, described step (1), if the input word string is not to be the key word in the database module, system can automatic storage input word string be not the result of key word, if the number of times that this input word string is searched reaches certain statistical standard, system is set as a new key word with the input word string of this non-keyword.
In particular, described step (2) obtains corresponding group key word code in database module, can take out first a cohort set of keyword code, takes out a connected group key word code according to this set of keyword code in database module again.
The present invention can be achieved as follows technique effect:
1. the present invention is when responding consumer's problem, can be with the keyword query database module, in order to can immediately answer or solve consumer's query, so except can quick solution consumer query, more can avoid because of relevant be unfamiliar with can't instant answers to questions situation occur.
2. the present invention system more can be transformed into the literal of repeatedly inquiring about the key word of corresponding question and answer data automatically, so can make the search in the database more accurate, simultaneously more of a specified duration with the time of system applies, the key word of accumulating is also more much more accurate, so native system has more by the experience accumulation more to improve the effect of function of searching.
3. the present invention more can be applied in the self-service resolution system, allows the consumer can input voluntarily key word in system, in order to can search the answer content that can deal with problems in database module, to allow the consumer can be from the line search answer.
Description of drawings
Fig. 1: for the present invention is used for the keyword management system of consultative service system and the keyword management system Organization Chart of method thereof;
Fig. 2: for the present invention is used for the keyword management system of consultative service system and the consultative service system Organization Chart of method thereof;
Fig. 3: for the present invention is used for the keyword management system of consultative service system and key word and the synonym setting example schematic of method thereof;
Fig. 4: for the present invention is used for the keyword management system of consultative service system and group's key word example schematic of method thereof;
Fig. 5 A to Fig. 5 B: for the present invention is used for the keyword management system of consultative service system and the enforcement synoptic diagram of method thereof; And
Fig. 6: for the present invention is used for the keyword management system of consultative service system and the implementing procedure figure of method thereof.
Embodiment
Relevant for aforementioned and other technology contents, characteristics and effect of the present invention, in the following detailed description that cooperates with reference to graphic preferred embodiment, can clearly present.
See also Fig. 1 and Fig. 2, for the present invention a kind of for the keyword management system of consultative service system and keyword management system Organization Chart and the consultative service system Organization Chart of method thereof, and this keyword management system builds in the consultative service system 1, and this keyword management system 15 comprises a key word setting module 151 that is connected with this database module 13, synonym setting module 152, group's key word setting module 153, key word modular converter 154 and key word load module 155;
And this consultative service system 1 includes a use interface module 11 that is connected with this database module 13, an enquiry module 12, a database module 13, a data query statistical module 14 and a keyword management system 15, wherein this enquiry module 12 has a key word statistical module 121 and key word screening module 122 and is connected with this use interface module 11 and this database module 13, therefore when the consumer proposes to seek advice from, can be in use interface module 11 the input inquiry word with the answer of immediate inquiring problem; And this data query statistical module 14 can be added up the number of times of inquiry in database module 11, and with the statistics number of times input in the key word modular converter 154 of this keyword management system 15, and this key word modular converter 154 can be compared reaching the inquiry word that necessarily is queried number of times and the key word in the database module 13, after again the inquiry word of non-keyword being converted to key word, then be stored in the database module 13.
And this keyword management system 15 can be set key word, key word code and synonym, the synonym code related with key word by key word setting module 151 and synonym setting module 152 first, and key word and synonym are set example as shown in Figure 3, four set of keyword " phone " can be set out respectively four groups of synonyms (mobile phone, mobile telephone, mobile phone, device); Afterwards, the synonym that will have the key word of key word code by group's key word setting module 153 again and have a synonym code is stored in group's key word of this database module 13, and this group's key word is carried out code setting;
Therefore when the consumer proposes to seek advice from, can the input inquiry word and search in database module 13 by enquiry module 12, as shown in Figure 3, when the input inquiry word is portable phone, because portable phone is not to be key word, therefore system can correspond to key word " phone " automatically, and shows " whether you will look into " phone " ", with elasticity and the range that increases its search; And this group's key word example as shown in Figure 4, with key word " pregnancy ", " pregnancy ", " striae of pregnancy " is arranged at code is in group's key word of 1, and with key word " pregnancy ", " pregnancy ", " striae of pregnancy " corresponding synonym " pregnant woman ", " puerpera ", " gestation frost " is arranged in the same field with key word, therefore when user's input inquiry word " puerpera ", the key word that it is corresponding can be judged first by system, therefore can obtain first the code of key word " pregnancy ", obtain again group's key word code of its setting according to " pregnancy ", and group's key word code can be inquired about in the database module 13, the synonymous question and answer content that all key words that all comprise and these key words are contained.
And implementation and operation is shown in Fig. 5 A, when the consumer proposes to seek advice from, can use this use interface module 11, and the data of being undertaken in the data query library module 13 by enquiry module 12, by among the figure as can be known, can click between Query field 111, date field search field 113 or directly in searching field 112 the input inquiry word inquire about; In addition, the record that the user browses can be shown in to be browsed in the record field 115, knows the article of being searched so that the user can be known.
In addition, as shown in FIG., if the user thinks search literal that certain often uses and the question and answer data associated in the database module 13, and system is not set and is key word, the user then can click the keyword recommendation field 114 that uses on the interface module 11, and in the key word input database module 13 with the wish recommendation.
And after clicking the Query field 111 that uses on the interface module 11 as the user, can enter in the picture shown in Fig. 5 B, and the contact staff can be according to consumer's query, after clicking the customer service option of the Query project field 1111 that uses interface module 11, can on option field 1131 between date field, click over again 24 hours option, can be in searching the inquiry word of keying in " puerpera " on the field 112, conceived woman's data list then can appear being relevant to, and keyword management system can be done binding with relevant synonym group and same data relevant with key word, for example conceived synonym then is set as the pregnant woman, puerpera etc., then be set as striae of pregnancy with relevant group's key word of pregnancy, so when the contact staff keys in " puerpera ", the key word that it is corresponding can be judged first by system, therefore can obtain first the data that " pregnancy " links, obtain the data that group's key word of its setting links according to " pregnancy " again, last number of times ordering of again data of all key word connections being complied with appearance, and be shown in the Query Result district 116 that uses interface module 11.
In addition, after the input inquiry word is inquired about, can search the key word that demonstration is relevant with inquiry word in the field 117 in the key word that uses interface module 11 and (for example input " electricity " word, battery namely appears, TV, the words such as electromagnetic wave), and the user also can click shown key word in key word search field 117, and qualified Query Result is shown in the Query Result district 116 that uses interface module 11.
Shown in to sum up implementing, the present invention is used for the keyword managing method of customer service, as shown in Figure 6, the steps include:
(1) by the input word string, in database module, obtains key word of the inquiry code 601;
(2) by the key word code, in database module, obtain corresponding group key word code 602;
(3) afterwards, take out connected key word code 603 according to group's key word code;
(4) take out synonym code 604 under all according to the key word code again; And
(5) last, in database module, take out all and have key word and synonymous question and answer content, sort according to key word occurrence number and click through rate again and show the question and answer content 605 that all have taken out.
In addition, in the step 1, if the input word string is not to be the key word in the database module, can't in database module, obtain the key word of the inquiry code, then search the corresponding synonym of input word string, and after finding out the code of corresponding key word by the synonymous code of searching, carry out again the program of step (2).
In addition, in the step 1, if the input word string is not to be the key word in the database module 13, system can automatic storage input word string be not the result of key word, if the number of times that this input word string is searched reaches certain statistical standard, system is set as a new key word with the input word string of this non-keyword.
In addition, in the step 2, in database module 13, obtain corresponding group key word code, can take out first a cohort set of keyword code, in database module 13, take out a connected group key word code according to this set of keyword code again.
In addition, in the step 5, in database module 13, take out all and have key word and synonymous question and answer content, be the statistical table that will be set up by the key word statistical module 121 of this enquiry module 12 and key word screening module 122 (sort according to key word occurrence number and click through rate, in statistical table unite whole all meet the question and answer content of searching word string) in qualified question and answer contents extraction and showing.
A kind of keyword management system and method thereof for consultative service system provided by the present invention when mutually comparing with other located by prior art, have more and get the row advantage ready:
1. the present invention is when responding consumer's problem, can be with the keyword query database module, in order to can immediately answer or solve consumer's query, so except can quick solution consumer query, more can avoid because of relevant be unfamiliar with can't instant answers to questions situation occur.
2. the present invention system more can be transformed into the literal of repeatedly inquiring about the key word of corresponding question and answer data automatically, so can make the search in the database more accurate, simultaneously more of a specified duration with the time of system applies, the key word of accumulating is also more much more accurate, so native system has more by the experience accumulation more to improve the effect of function of searching.
3. the present invention more can be applied in the self-service resolution system, allows the consumer can input voluntarily key word in system, in order to can search the answer content that can deal with problems in database module, to allow the consumer can be from the line search answer.
By the above detailed description of preferred embodiments, hope can be known description feature of the present invention and spirit more, and is not to come category of the present invention is limited with above-mentioned disclosed preferred embodiment.On the contrary, its objective is that hope can contain in the category of claim of being arranged in of various changes and tool equality institute of the present invention wish application.
Claims (10)
1. keyword management system that is used for consultative service system is characterized in that comprising:
One key word setting module carries out code setting with the key word in the database module;
One synonym setting module, be connected with this key word setting module and database module, this synonym setting module can be for the key word with key word code, sets and store the synonym word string that belongs to together in database module, and synonym is carried out code setting;
A group set of keyword setting module, be connected with this key word setting module, synonym setting module and database module, be stored in group's key word of this database module in order to the key word that will have the key word code and the synonym with synonym code, and this group's key word is carried out code setting;
One key word modular converter, be connected with this database module, this key word modular converter can be compared reaching the inquiry word that necessarily is queried number of times and the key word in the database module, again the inquiry word of non-keyword is converted to key word after, then be stored in the database module; And
One key word load module is connected with this database module, and this key word load module is in order to input new key and be stored in the database module.
2. the keyword management system for consultative service system as claimed in claim 1, it is characterized in that, this consultative service system has an enquiry module that is connected with this database module, and this enquiry module can be by the input word string, to inquire about the question and answer data of this database module.
3. the keyword management system for consultative service system as claimed in claim 2, it is characterized in that, this enquiry module can be obtained the key word code with the word string of the key word inputted in this database module, after in this database module, obtaining group's key word code by the key word code again, this enquiry module then can be obtained all key words and the relevant synonym of key word that comprises by group's key word code, and use key word and the synonym obtained, in database module, search and have key word and synonymous question and answer data.
4. the keyword management system for consultative service system as claimed in claim 2, it is characterized in that, have more a key word statistical module in this enquiry module, this enquiry module can shared number of times in the question and answer data sorts according to muster number and this key word key word that statistical module calculates with Query Result.
5. the keyword management system for consultative service system as claimed in claim 2, it is characterized in that, have more key word screening module in this enquiry module, carry out the relevance search in order to will input word string and all key word, if do not inquire the question and answer data of corresponding input word string in database module, this key word screening module can be used the corresponding key word of input word string as inquiry question and answer data.
6. the keyword management system for consultative service system as claimed in claim 1, it is characterized in that, this consultative service system has a data query statistical module that is connected with this database module and keyword management system, this data query statistical module can be added up the number of times of inquiring about in database module, and the number of times of statistics is inputted in the key word modular converter of this keyword management system.
7. keyword managing method that is used for consultative service system, wherein the operation workflow of keyword query is:
(1) by the input word string, in database module, obtains the key word of the inquiry code;
(2) by the key word code, in database module, obtain corresponding group key word code;
(3) afterwards, take out connected key word code according to group's key word code;
(4) take out synonym code under all according to the key word code again; And
(5) last, in database module, take out all and have key word and synonymous question and answer content, sort according to key word occurrence number and click through rate again and show the question and answer content that all have taken out.
8. a kind of keyword managing method for consultative service system as claimed in claim 7, step (1) wherein, if the input word string is not to be the key word in the database module, can't in database module, obtain the key word of the inquiry code, then search the corresponding synonym of input word string, and after finding out the code of corresponding key word by the synonymous code of searching, carry out again the program of step (2).
9. a kind of keyword managing method for consultative service system as claimed in claim 7, step (1) wherein, if the input word string is not to be the key word in the database module, system can automatic storage input word string be not the result of key word, if the number of times that this input word string is searched reaches certain statistical standard, system is set as a new key word with the input word string of this non-keyword.
10. a kind of keyword managing method for consultative service system as claimed in claim 7, step (2) wherein, in database module, obtain corresponding group key word code, can take out first a cohort set of keyword code, in database module, take out a connected group key word code according to this set of keyword code again.
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| CN105069070A (en) * | 2015-07-30 | 2015-11-18 | 武汉博楷管理咨询有限公司 | Client online consultation management system and method therefor |
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Application publication date: 20130102 |