CN105069070A - Client online consultation management system and method therefor - Google Patents
Client online consultation management system and method therefor Download PDFInfo
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- CN105069070A CN105069070A CN201510458079.7A CN201510458079A CN105069070A CN 105069070 A CN105069070 A CN 105069070A CN 201510458079 A CN201510458079 A CN 201510458079A CN 105069070 A CN105069070 A CN 105069070A
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Abstract
The present invention relates to a client online consultation management system. The 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 all connected to a database module. According to the present invention, when a question of a consumer is responded to, the database module can be queried according to a keyword, so that the question of the consumer can be immediately answered or solved, and thus, not only can the question of the consumer be quickly solved, but also occurrence of the condition that the question cannot be immediately answered due to unfamiliarity with association is avoided; and meanwhile, the system can be further applied to a self-service solving system, and the consumer is enabled to input keywords in the system independently, so that an answering content for solving the question can be searched out in the database module, and the consumer can search for an answer independently.
Description
Technical field
The present invention relates to consultative service system, especially a kind of management system of client's online consultation and method thereof.
Background technology
In life, company is classified as lifting customer service quality as one of major tasks project invariably.Usually face the inquiry of client, have following two kinds of situations: one, arrange special messenger's telephone receiving, large enterprises may be provided with full-time contact staff; Two, set up company's customer service website, client has demand or problem need seek dealer when providing assistance, can pass through customer service website by demand response to dealer.
The setting of customer service website need not arrange special messenger's telephone receiving again, can use by more effective manpower, but the long period just can obtain dealer and reply also therefore often to make client wait for, this will make customer satisfaction reduce, the processing mode of another problem also effectively cannot pass on communication in intra-company, also increases the process timeliness of problem and effective management and control customer issue process situation.
Therefore, customer service is now still in the mode of special messenger's telephone receiving, but due to the professional that contact staff is all not a certain product, contact staff immediately cannot reply problem on line, will cause client to company's satisfaction and professional image impaired; And the answer that each contact staff understands is also not identical, although experience succession can be carried out in the mode of oral instruction, but still contact staff's immediate reaction cannot be enable and respond the problem of some more complicated problems of client and some unconventional property.
Summary of the invention
In view of the above problems, the invention provides a kind of management system and method thereof of client's online consultation, with keyword query database module, the problem that can answer customer assisted fast to propose.
The technical scheme adopted to realize object of the present invention is, a kind of management system of client's online consultation, comprises:
Key word setting module, carries out code setting by the key word in a database module; One synonym setting module, be connected with this key word setting module and database module, this synonym setting module can for the key word with key word code, sets and stores the synonym word string that belongs to together in database module, and synonym is carried out code setting;
Group keyword setting module, be connected with this key word setting module, synonym setting module and database module, in order to the key word with key word code and the synonym with synonym code to be stored in the group keyword of this database module, and this group keyword is carried out code setting;
Key word modular converter, be connected with this database module, this key word modular converter can by reach necessarily be queried number of times inquiry word and database module in key word compare, then after the inquiry word of non-keyword is converted to key word, to be then stored in database module;
Key word load module, is connected with this database module, and this key word load module is in order to input new key and to be stored in database module.
In some embodiments, described system has the enquiry module be connected with this database module, this enquiry module can by input word string, to inquire about the question and answer data of this database module.
In some embodiments, the word string of inputted key word can be obtained key word code by described enquiry module in this database module, after obtaining group keyword code by key word code in this database module again, this enquiry module then can obtain the relevant synonym of comprised all key words and key word by group keyword code, and the key word that obtains of use and synonym, search in database module and there are key word and synonymous question and answer data.
In some embodiments, have more key word statistical module in described enquiry module, this enquiry module can according to muster number and this key word key word that statistical module calculates, shared number of times in question and answer data sorts by Query Result.
In some embodiments, key word screening module is had more in described enquiry module, in order to input word string and all key words are carried out relevance search, if do not inquire the question and answer data of corresponding input word string in database module, this key word screening module can by the use of the key word corresponding to input word string as inquiry question and answer data.
In some embodiments, described system has the data query statistical module be connected with this database module and keyword management system, the number of times inquired about in database module can be added up by this data query statistical module, and is inputted in the key word modular converter of this keyword management system by the number of times of statistics.
In addition, the invention provides a kind of management method of client's online consultation, the steps include:
A, by input word string, in database module, obtain key word of the inquiry code;
B, by key word code, in database module, obtain corresponding group keyword code;
C, afterwards, takes out connected key word code according to group keyword code;
D, again according to key word code take out all belonging to synonym code; And
E, last, take out in database module and all there is key word and synonymous question and answer content, then carry out sorting according to key word occurrence number and click through rate and show all question and answer contents of having taken out.
In some embodiments, in described steps A,
If it is not the key word in database module that A1 inputs word string, system can input the result that word string is not key word by automatic storage, if the number of times that this input word string is searched reaches certain statistical standard, the input word string of this non-keyword is set as a new key word by system.
If it is not the key word in database module that A2 inputs word string, key word of the inquiry code cannot be obtained in database module, then carry out searching the synonym of input corresponding to word string, and after finding out the code of corresponding key word by the synonymous code searched, then carry out the program of steps A 1.
In some embodiments, described step B, obtains corresponding group keyword code in database module, first can take out a cohort set of keyword code, then according to this set of keyword code takes out in database module about associate group keyword code.
The management system of a kind of client's online consultation provided by the present invention and method thereof, when mutually comparing with other located by prior art, have more standby following advantages:
1. the present invention is in time responding the problem of consumer, can with keyword query database module, can immediately answer or solve the query of consumer, so except can except quick solution consumer query, more can to avoid because of relevant being unfamiliar with the situation of instant answers to questions occurring.
2. repeatedly inquired about word more can be transformed into the key word of corresponding question and answer data by system of the present invention automatically, so the search in database can be made more accurate, time simultaneously with system application is more of a specified duration, the key word accumulated is also more much more accurate, therefore native system has more by empirical cumulative more to improve the effect of function of searching.
3. the present invention more can be applied in self-service resolution system, allows consumer can input key word voluntarily in system, can search the answer content that can deal with problems in database module, to allow consumer can from line search answer.
Accompanying drawing explanation
Fig. 1 is the management system Organization Chart of client's online consultation of the present invention;
Fig. 2 is the implementing procedure figure of the management method of client's online consultation of the present invention.
Embodiment
Below in conjunction with the drawings and specific embodiments, the invention will be further described.
As shown in Figure 1, a kind of management system of client's online consultation, comprises: the key word setting module be connected with this database module, synonym setting module, group keyword setting module, key word modular converter and key word load module;
Key word setting module, carries out code setting by the key word in a database module; One synonym setting module, be connected with this key word setting module and database module, this synonym setting module can for the key word with key word code, sets and stores the synonym word string that belongs to together in database module, and synonym is carried out code setting;
Group keyword setting module, be connected with this key word setting module, synonym setting module and database module, in order to the key word with key word code and the synonym with synonym code to be stored in the group keyword of this database module, and this group keyword is carried out code setting;
Key word modular converter, be connected with this database module, this key word modular converter can by reach necessarily be queried number of times inquiry word and database module in key word compare, then after the inquiry word of non-keyword is converted to key word, to be then stored in database module;
Key word load module, is connected with this database module, and this key word load module is in order to input new key and to be stored in database module.
And this consultative service system includes a use interface module be connected with this database module, enquiry module, database module, data query statistical module and keyword management system, wherein this enquiry module has key word statistical module and key word screening module being connected with this use interface module and this database module, therefore when consumer propose consulting time, can in use interface module in input inquiry word with the answer of immediate inquiring problem; And the number of times inquired about in database module can be added up by this data query statistical module, and the number of times of statistics is inputted in the key word modular converter of this keyword management system, and this key word modular converter can by reach necessarily be queried number of times inquiry word and database module in key word compare, after again the inquiry word of non-keyword being converted to key word, be then stored in database module.
And this keyword management system first can carry out setting key word, key word code and synonym, synonym code with keyword association by key word setting module and synonym setting module; Afterwards, then by group keyword setting module, the key word with key word code and the synonym with synonym code are stored in the group keyword of this database module, and this group keyword is carried out code setting;
If user thinks the question and answer data associated in certain search word often used and database module, and system does not set it to key word, user then can click the keyword recommendation field used in interface module, and by the key word input database module for recommending.
The present invention is used for the keyword managing method of customer service, as shown in Figure 2, the steps include:
S100, by input word string, in database module, obtain key word of the inquiry code;
S200, by key word code, in database module, obtain corresponding group keyword code;
S300, according to group keyword code take out connected key word code;
S400, according to key word code take out all belonging to synonym code;
S500, take out in database module and all there is key word and synonymous question and answer content, then carry out sorting according to key word occurrence number and click through rate and show all question and answer contents of having taken out.
In some embodiments, in described step S100,
If it is not the key word in database module that S101 inputs word string, system can input the result that word string is not key word by automatic storage, if the number of times that this input word string is searched reaches certain statistical standard, the input word string of this non-keyword is set as a new key word by system.
If it is not the key word in database module that S102 inputs word string, key word of the inquiry code cannot be obtained in database module, then carry out searching the synonym of input corresponding to word string, and after finding out the code of corresponding key word by the synonymous code searched, then carry out the program of step S101.
In some embodiments, described step S200, in database module, obtain corresponding group keyword code, first can take out a cohort set of keyword code, then according to this set of keyword code takes out in database module about associate group keyword code.
In addition, in step S500, taking out in database module and allly have key word and synonymous question and answer content, is to be screened the qualified question and answer contents extraction of institute in statistical table that module sets up by the key word statistical module of this enquiry module and key word and to show.
These are only some embodiments of the present invention, to those skilled in the art, without departing from the concept of the premise of the invention, also can carry out some distortion and improvement, these all belong to protection scope of the present invention.
Claims (9)
1. a management system for client's online consultation, comprises:
Key word setting module, carries out code setting by the key word in a database module; One synonym setting module, be connected with this key word setting module and database module, this synonym setting module can for the key word with key word code, sets and stores the synonym word string that belongs to together in database module, and synonym is carried out code setting;
Group keyword setting module, be connected with this key word setting module, synonym setting module and database module, in order to the key word with key word code and the synonym with synonym code to be stored in the group keyword of this database module, and this group keyword is carried out code setting;
Key word modular converter, be connected with this database module, this key word modular converter can by reach necessarily be queried number of times inquiry word and database module in key word compare, then after the inquiry word of non-keyword is converted to key word, to be then stored in database module;
Key word load module, is connected with this database module, and this key word load module is in order to input new key and to be stored in database module.
2. the management system of a kind of client's online consultation according to claim 1, it is characterized in that: described system has the enquiry module be connected with this database module, this enquiry module can by input word string, to inquire about the question and answer data of this database module.
3. the management system of a kind of client's online consultation according to claim 2, it is characterized in that: the word string of inputted key word can be obtained key word code by described enquiry module in this database module, after obtaining group keyword code by key word code in this database module again, this enquiry module then can obtain the relevant synonym of comprised all key words and key word by group keyword code, and the key word that obtains of use and synonym, search in database module and there are key word and synonymous question and answer data.
4. the management system of a kind of client's online consultation according to claim 2, it is characterized in that: have more key word statistical module in described enquiry module, this enquiry module can according to muster number and this key word key word that statistical module calculates, shared number of times in question and answer data sorts by Query Result.
5. the management system of a kind of client's online consultation according to claim 2, it is characterized in that: in described enquiry module, have more key word screening module, in order to input word string and all key words are carried out relevance search, if do not inquire the question and answer data of corresponding input word string in database module, this key word screening module can by the use of the key word corresponding to input word string as inquiry question and answer data.
6. the management system of a kind of client's online consultation according to claim 1, it is characterized in that: described system has the data query statistical module be connected with this database module and keyword management system, the number of times inquired about in database module can be added up by this data query statistical module, and is inputted in the key word modular converter of this keyword management system by the number of times of statistics.
7. a management method for client's online consultation, the steps include:
A, by input word string, in database module, obtain key word of the inquiry code;
B, by key word code, in database module, obtain corresponding group keyword code;
C, according to group keyword code take out connected key word code;
D, according to key word code take out all belonging to synonym code; And
E, take out in database module and all there is key word and synonymous question and answer content, then carry out sorting according to key word occurrence number and click through rate and show all question and answer contents of having taken out.
8. the management method of a kind of client's online consultation according to claim 7, is characterized in that: in described steps A,
If it is not the key word in database module that A1 inputs word string, system can input the result that word string is not key word by automatic storage, if the number of times that this input word string is searched reaches certain statistical standard, the input word string of this non-keyword is set as a new key word by system.
If it is not the key word in database module that A2 inputs word string, key word of the inquiry code cannot be obtained in database module, then carry out searching the synonym of input corresponding to word string, and after finding out the code of corresponding key word by the synonymous code searched, then carry out the program of steps A 1.
9. the management method of a kind of client's online consultation according to claim 7, it is characterized in that: described step B, corresponding group keyword code is obtained in database module, first can take out a cohort set of keyword code, then according to this set of keyword code takes out in database module about associate group keyword code.
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| CN102855285A (en) * | 2012-08-07 | 2013-01-02 | 网讯电通股份有限公司 | Keyword management system and method for consultation service system |
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2015
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Patent Citations (4)
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| CN101097573A (en) * | 2006-06-28 | 2008-01-02 | 腾讯科技（深圳）有限公司 | Automatically request-answering system and method |
| WO2008019337A1 (en) * | 2006-08-04 | 2008-02-14 | Peak8 Partners, Llc | System and method for providing network-based technical support to an end user |
| CN101286161A (en) * | 2008-05-28 | 2008-10-15 | 华中科技大学 | Intelligent Chinese request-answering system based on concept |
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