CN110414999A - A kind of service quality administrative system based on community system - Google Patents
A kind of service quality administrative system based on community system Download PDFInfo
- Publication number
- CN110414999A CN110414999A CN201910664664.0A CN201910664664A CN110414999A CN 110414999 A CN110414999 A CN 110414999A CN 201910664664 A CN201910664664 A CN 201910664664A CN 110414999 A CN110414999 A CN 110414999A
- Authority
- CN
- China
- Prior art keywords
- service
- community
- dialog text
- employee
- session
- 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
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/35—Clustering; Classification
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06395—Quality analysis or management
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/012—Providing warranty services
Landscapes
- Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Theoretical Computer Science (AREA)
- Physics & Mathematics (AREA)
- Human Resources & Organizations (AREA)
- General Physics & Mathematics (AREA)
- Strategic Management (AREA)
- Economics (AREA)
- Development Economics (AREA)
- Entrepreneurship & Innovation (AREA)
- Data Mining & Analysis (AREA)
- Marketing (AREA)
- Mathematical Physics (AREA)
- General Engineering & Computer Science (AREA)
- Databases & Information Systems (AREA)
- General Business, Economics & Management (AREA)
- Educational Administration (AREA)
- Game Theory and Decision Science (AREA)
- Tourism & Hospitality (AREA)
- Quality & Reliability (AREA)
- Artificial Intelligence (AREA)
- Human Computer Interaction (AREA)
- Operations Research (AREA)
- Computational Linguistics (AREA)
- Accounting & Taxation (AREA)
- Finance (AREA)
- Information Transfer Between Computers (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The present invention provides a kind of service quality administrative system based on community system characterized by comprising service managing apparatus；At least one employee's terminal is provided with community module corresponding with community system, and each employee's terminal has one for accessing employee's account of community module, and each employee's account is corresponding with a community；Multiple user terminals are provided with community module, have the user account for accessing community module；One administrator terminal, it is provided with community module, with administrator's account for accessing all community modules, service managing apparatus logins community by administrator's account and periodically obtains the dialog text in community, wherein, service managing apparatus has dialog information acquisition unit, dialogue identification part, number of sessions Department of Statistics, user message Department of Statistics, replys accounting calculation part, service quality judgement generating unit, prompt information generating unit, market content sequence acquisition unit and service side communication unit.
Description
Technical field
The invention belongs to field of client relation management, and in particular to a kind of Service Quality Management system based on community system
System.
Background technique
With the development of social media, there are some enterprises that can realize by establishing online community and interacted with consumer, from
And reinforce its competitiveness in the market, such as the service provider of infant's product, employee will be allowed by community to consumer
Some the problem of should be noted that when bringing up about infant and the relevant product of some infants of push are provided.Statistics indicate that
The support of consumer can be improved 25% by the complaint in social media only by simple reply consumer by enterprise,
Therefore this mode, which not only facilitates, improves consumer to the satisfaction of enterprise, additionally aids the popularity and its production for promoting enterprise
Product.Even be conducive to consumer and understand daily the problem of not paying attention to or obtaining without channel in time.
However, the level of skill of employee plays the role of very important during linking up with consumer.But by
There is no direct data in the management of service, enterprise is difficult to carry out the service quality of each employee the judgement of one quantization,
It just can not preferably be managed and decision.
Summary of the invention
To solve the above problems, provide it is a kind of analyzed based on conversation message of the community system to employee and user, from
And the service quality administrative system being managed by service quality of these conversation messages to employee, present invention employs as follows
Technical solution:
The present invention provides a kind of service quality administrative systems based on community system characterized by comprising service pipe
Manage device；At least one employee's terminal, is provided with community module corresponding with community system, and each employee's terminal has a use
In employee's account of access community module, each employee's account is corresponding with a community, and employee's account is for allowing employee by being somebody's turn to do
Employee's account logins community and provides a user question and answer marketing service information；Multiple user terminals are provided with community module, have
For accessing the user account of community module, for allow user to login community by user account and obtain employee offer question and answer
Marketing service information；One administrator terminal, is provided with community module, has administrator's account for accessing all community modules
Number, service managing apparatus logins community by administrator's account and periodically obtains the dialog text in community, wherein service management
Device has dialog information acquisition unit, dialogue identification part, number of sessions Department of Statistics, user message Department of Statistics, replys accounting calculating
Portion, service quality determine generating unit, prompt information generating unit, market content sequence acquisition unit and service side communication unit, dialogue
Information acquiring section, which periodically passes through administrator's account access community module and obtains, corresponds to each community and by a plurality of conversation message group
At conversation message stream, dialogue identification part to each conversation message in conversation message stream engage in the dialogue identification to obtain it is multiple
With content type in relation to and comprising multiple respective dialog message session, session be divided into session of taking the initiative in offering a hand, request service conversation
And marketing session, number of sessions Department of Statistics successively carry out statistics according to corresponding community to the quantity of session to be corresponded to
The service conversation sum and marketing total sessions of each employee's account, user message Department of Statistics in each session successively to sending
The quantity of the user account of conversation message carries out statistics to obtain corresponding to the user of each session and reply quantity, replys accounting meter
The service time that quantity, service conversation sum and marketing total sessions successively calculate each employee's account is replied according to user in calculation portion
Accounting is replied in multiple accounting and marketing, and service quality determines that generating unit replys the Service Quality that accounting determines each employee according to service
Amount determines that information, prompt information generating unit determine that information generation is corresponding according to service quality to generate corresponding service quality
Service quality prompt information services side communication unit according to employee's account and service quality prompt information is sent respectively to corresponding member
Work terminal, market content sequence acquisition unit are replied accounting according to the marketing of each marketing session of correspondence and are carried out to each marketing session
It sorts and obtains the higher multiple marketing sessions of sequence as market content is recommended, service side communication unit will recommend market content hair
Give all employee's terminals.
Service quality administrative system provided by the invention based on community system, can also have such technical characteristic,
Wherein, conversation message includes dialog text and timestamp, and dialogue identification part engages in the dialogue identification by the following method: identifying three
The beginning of class session, and context text cluster is carried out to dialog text based on time window, so that multiple sessions are obtained,
In, a context dialog text mjTime window W (mj) be；
In formula (1), tiFor dialog text miTimestamp, tjFor dialog text mjTimestamp, the value of D is 6 or 12 small
When；Each dialog text m includes that there are three types of contexts, respectively author's context CA(m), context C is referred toC(m) with timely
Between context CT(m), the wordembedding term vector of dialog text m is expressed as v (m), uses dialog text miThree kinds on
Hereafter extend dialog text mi, then dialog text miExtension indicate mi' are as follows:
In formula (2), the meaning of parameters are as follows:
PA(dij) --- dialog text mjBelong to author's context CA(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
PC(dij) --- dialog text mjBelong to and refers to context CC(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
PT(dij) --- dialog text mjBelong to time context CT(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
α --- the content of dialog text m weight shared in extension indicates；
λA--- the relative weighting of author's context；
λC--- refer to the relative weighting of context；
λT--- the relative weighting of time context, λA+λC+λT=1；
Further, text cluster is carried out to dialog text m, is clustering prototype T by the beginning label of three classes session, and calculate
Dialog text miWith dialog text mjText degree of approximation sim (mi,mj):
For remaining other dialog texts mj, calculate the similarity sim (m with clustering prototypej, T):
In formula, ifThen dialog text mjAffiliated cluster beIf Then mjDo not belong to
In the dialogue to be identified herein, tthreshFor mjBelong toMinimum similarity degree threshold value, can be obtained by formula (4) and (5)
The dialog text m of corresponding each clustering prototype T, successively according to each clustering prototype T by affiliated dialog text m be combined from
And form each session.
Service quality administrative system provided by the invention based on community system, can also have such technical characteristic,
Wherein, author's context CA(m) belong to all dialog text structures of the same author a by dialog text m and dialog text m
At:
In dialog text mjBelong to author's context CA(m) when, dialog text miWith dialog text mjBelong to the same session
Probability PA(dij) are as follows:
In formula, N indicates the probability density function of normal distribution, μaIt indicates the mean value of normpdf, set
It is set to 0, σaIt indicates the standard deviation for belonging to the normpdf of author's context, refers to context CC(m) by talking with
The every other dialog text for the author a that text m is mentioned and mention dialog text m author a every other dialogue text
This composition:
In formula, MaAll dialog texts for indicating author a, in dialog text mjBelong to and refers to context CC(m) when, dialogue
Text miWith dialog text mjBelong to the probability P of the same sessionC(dij) are as follows:
In formula, μcIt indicates the mean value of normpdf, be set as 0, σcExpression, which belongs to, is referring to context just
The standard deviation of state distribution probability density function, time context CT(m) by the every other sentence structure other than dialog text m
At:
CT(m)=M m (10)
In formula, M indicates all dialog texts, in dialog text mjBelong to time context CT(m), dialog text miWith
Dialog text mjBelong to the probability P of the same sessionT(dij) are as follows:
In formula, μTThe mean value for indicating normpdf, is set as 0, σTExpression is belonging to time context just
The standard deviation of state distribution probability density function.
Service quality administrative system provided by the invention based on community system, can also have such technical characteristic,
Wherein, service managing apparatus further includes replying interval stats portion, average turnaround time calculation part, replys interval stats portion to request
The time interval for the conversation message that the conversation message and employee that user is originally sent in service conversation are replied count obtaining
To the reply interval of each request service conversation of correspondence, average turnaround time calculation part is according to the reply each employee's account of interval calculation
Number average turnaround time, service quality determines that generating unit determines the service quality of each employee replying accounting according to service
When, the service quality is determined also according to average turnaround time.
Service quality administrative system provided by the invention based on community system, can also have such technical characteristic,
Wherein, service quality determines that information is rating information or score information.
Service quality administrative system provided by the invention based on community system, can also have such technical characteristic,
Wherein, service managing apparatus further includes users service needs Department of Statistics and desirability determination unit, users service needs statistics
To requesting the quantity of service conversation to carry out statistics to obtain users service needs quantity in each community, desirability determines in portion
Portion takes according to the users service needs degree of each community of users service needs quantitative determination, prompt information generating unit according to user
Business desirability generates corresponding demand prompt information, and service side communication unit sends out demand prompt information according to employee's account respectively
Give corresponding employee's terminal.
Invention action and effect
Service quality administrative system according to the present invention based on community system, due to having dialogue identification part, energy
It is enough that the conversation message stream that dialog information acquisition unit is obtained from community is identified to obtain service conversation and marketing session.Also
With number of sessions Department of Statistics, user message Department of Statistics, thus can further to the session of identification and conversation message into
Row statistics enables and replys service reply accounting and battalion that accounting calculation part calculates each employee's account according to statistical data
Pin replys accounting, to realize the analysis to conversation message in community, plays and is quantified to the service quality of employee
Effect.Service quality determines that generating unit can reply accounting to service and determine, to be the service that user provides to employee
Information quality is monitored, so that the service quality of employee can be understood more intuitively in employee and enterprise, and carries out phase
The improvement answered.Market content sequence acquisition unit can reply accounting according to marketing and obtain market content more popular with users, because
This enables employee and enterprise to be best understood from the preference of user, to push more popular marketing message, improves clothes
Business quality.The present invention determined by the pouplarity to service content and market content, thus improve employee to
The quality for the question and answer marketing service that user provides, so that enterprise preferably can provide service for consumer.
Detailed description of the invention
Fig. 1 is the structural block diagram of service quality administrative system in the embodiment of the present invention；
Fig. 2 is the structural block diagram of service managing apparatus in the embodiment of the present invention；
Fig. 3 is the structural block diagram of employee's terminal in the embodiment of the present invention；
Fig. 4 is the structural block diagram of user terminal in the embodiment of the present invention；
Fig. 5 is the structural block diagram of administrator terminal in the embodiment of the present invention；And
Fig. 6 is the flow chart of Service Quality Management process in the embodiment of the present invention.
Specific embodiment
In order to be easy to understand the technical means, the creative features, the aims and the efficiencies achieved by the present invention, tie below
Examples and drawings are closed to be specifically addressed the service quality administrative system of the invention based on community system.
<embodiment>
Fig. 1 is the structural block diagram of service quality administrative system in the embodiment of the present invention.
As shown in Figure 1, service quality administrative system 100 includes service managing apparatus 1, multiple employee's terminals 2, multiple users
Terminal 3 and administrator terminal 4.
Wherein, service managing apparatus 1 is by needing the organization for carrying out service management to be held, employee's terminal 2 respectively by
Employee with different employee's accounts is held, and user terminal 3 is held by the user with different user account, and administrator is whole
Held by the administrator of organization at end 4.
In the present embodiment, the Intelligent mobile equipment (such as smart phone) that user terminal 3 is all held for corresponding personnel, management
Member's terminal 4 and service managing apparatus 1 are respectively the operating terminal (such as computer) for being in communication with each other connection.In other embodiments
In, administrator terminal 4 and service managing apparatus 1 can also be that the part in the server held as organization runs journey
Sort run.
In the present embodiment, it is fitted with community module on employee's terminal 2, user terminal 3 and administrator terminal 4, the society
Group's module is and community system (such as wechat, QQ etc. provide system for exchanging of community, are provided with the community communication server 200)
Corresponding software application, each terminal can be carried out with the community communication server 200 by respective community module respectively respectively
It communicates (such as in a manner of through communication network access community communication server 200).Each terminal using community module, pass through account
Number logining community, (dialogue that i.e. employee provides question and answer marketing service disappears to send and receive question and answer marketing service information mutually
Breath).
In the present embodiment, each employee's terminal, user terminal and administrator terminal are respectively provided with respective employee's account
Number, user account and administrator's account.Each employee's account and community correspond, and employee logins society by employee's account
Group and user's transmission question and answer marketing service information into the community；Each community is corresponding with multiple user accounts, Yong Hutong
It crosses the user account and accesses corresponding community and employee's transmission enquirement message or acquisition question and answer marketing service into the community
Information；Administrator's account only has one, can be used in logining all community and receives conversation message therein.In this community
Structure in, user (or consumer) receives service message usually as member and is putd question in community, and employee is usual
Group master as community is responsible for daily community management and question and answer service is exchanged and provided with user, and administrator's account is generally used
In the permission for allowing service managing apparatus 1 to obtain each community of access.
Fig. 2 is the structural block diagram of service managing apparatus in the embodiment of the present invention.
As shown in Fig. 2, service managing apparatus 1 has dialog information acquisition unit 11, dialogue identification part 12, number of sessions statistics
Portion 13, user message Department of Statistics 14, reply accounting calculation part 15, reply interval stats portion 16, average turnaround time calculation part 17,
Service quality determines that generating unit 18, market content sequence acquisition unit 19, users service needs Department of Statistics 110, desirability determine
Portion 111, prompt information generating unit 112, service side communication unit 113 and service side control unit 114.
Wherein, service side communication unit 113 is used to carry out between each composition part of service managing apparatus 1 and service is managed
The data communication between device 1 and other terminals is managed, service side control unit 114 contains for each of service managing apparatus 1
The computer program that composition part work is controlled.
Pair that dialog information acquisition unit 11 accesses community module and obtain corresponding community for periodically passing through administrator's account
Talk about message flow.
In the present embodiment, dialog information acquisition unit 11 can be obtained by service side communication unit 113 to the transmission of administrator terminal 4
Request is taken, to allow administrator terminal 4 to pass through in each community of administrator's account automatic sign in and obtain employee in each community
The conversation message generated is exchanged with user.
In the present embodiment, between the value of the regular set that dialog information acquisition unit 11 periodically obtains in the present embodiment is
Obtained every one week, in other embodiments the regular set can also be set according to actual conditions for every two days, interval January
Deng.Dialog information acquisition unit 11 has a time judging unit, for judging that current time is apart from the time that last time obtains
It is no to reach regular set.
In the present embodiment, conversation message stream is by dialogue all in (the present embodiment is one week) community in a period of time
Message composition, timestamp when every conversation message is sent by dialog text and the dialog text are constituted.
Dialogue identification part 12 is used to engage in the dialogue to each dialog text in conversation message stream identification to obtain multiple
Session related with content type.
In the present embodiment, session is divided into session of taking the initiative in offering a hand, request service conversation and marketing meeting according to content type
Words.Wherein, session of taking the initiative in offering a hand be employee's active transmission service message after, employee user exchange generate session, request service meeting
Words be user send put question to message after, employee user exchange generate session, marketing session be employee send marketing message after, member
Work user exchanges the session generated.
In the present embodiment, dialogue identification part 12 identifies beginning (the i.e. clothes of employee's active transmission of above-mentioned three classes session first
The marketing message for the message, the enquirement message that user sends and employee's transmission of being engaged in, can pass through conventional classifier, such as simplicity
Bayes classifier Classification and Identification obtains), and context text cluster is carried out to dialog text based on time window, to obtain
Multiple sessions.Specifically, parameter and calculating formula involved in the above-mentioned process are as follows:
A), a context dialog text mjTime window W (mj) be；
In formula (1), tiFor dialog text miTimestamp, tjFor dialog text mjTimestamp, the value of D is 6 or 12 small
When.The dialog text m of all contextsjIt is in time window W (mj) in.
B), each dialog text m includes that there are three types of contexts, respectively author's context CA(m), context C is referred toC
(m) and time context CT(m)。
Author's context CA(m) belong to all dialog texts of the same author a by dialog text m and dialog text m
It constitutes:
In dialog text mjBelong to author's context CA(m) when, dialog text miWith dialog text mjBelong to the same session
Probability PA(dij) are as follows:
In formula (3), N indicates the probability density function of normal distribution, μaThe mean value of expression normpdf,
It is set as 0, σaIndicate the standard deviation for belonging to the normpdf of author's context, value can be from training set
Estimation.
Refer to context CC(m) by the every other dialog text of the dialog text m author a mentioned (for example, containing "@D
The dialog text of user ") and mention dialog text m author a every other dialog text constitute:
In formula (4), MaIndicate all dialog texts of author a.
In dialog text mjBelong to and refers to context CC(m) when, dialog text miWith dialog text mjBelong to the same session
Probability PC(dij) are as follows:
In formula (5), μcIt indicates the mean value of normpdf, be set as 0, σcExpression belongs to reference context
Normpdf standard deviation.
Time context CT(m) it is made of the every other sentence other than dialog text m:
CT(m)=M m (6)
In formula (6), M indicates all dialog texts.
In dialog text mjBelong to time context CT(m), dialog text miWith dialog text mjBelong to the same session
Probability PT(dij) are as follows:
In formula (7), μTIt indicates the mean value of normpdf, be set as 0, σTExpression belongs to time context
Normpdf standard deviation.
C), the wordembedding term vector of dialog text m is expressed as v (m), uses dialog text miAbout three kinds
Text extension dialog text mi, then dialog text miExtension indicate mi' are as follows:
In formula (8), the meaning of parameters are as follows:
PA(dij) --- dialog text mjBelong to author's context CA(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
PC(dij) --- dialog text mjBelong to and refers to context CC(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
PT(dij) --- dialog text mjBelong to time context CT(mi) when dialog text miWith dialog text mjBelong to same
The probability of one session；
α --- the content of dialog text m weight shared in extension indicates；
λA--- the relative weighting of author's context；
λC--- refer to the relative weighting of context；
λT--- the relative weighting of time context, λA+λC+λT=1.
By above-mentioned formula (2) to (8), the expression of a sentence can be extended using three kinds of contexts, thus
Be conducive to dialogue identification.The effect of author's context belongs to the same dialogue in the message that adjacent time is delivered for the same author
A possibility that it is higher；Referring to context is to say ,@someone in message, then by the message of the people of@belong to same dialogue can
Energy property is higher；Time context refers to that a possibility that time upper adjacent message belongs to the same dialogue is higher.
D), text cluster further, is carried out to dialog text m, the beginning label by three classes dialogue is clustering prototype T, and
Calculate dialog text miWith dialog text mjText degree of approximation sim (mi,mj):
For remaining other dialog texts mj, calculate the similarity sim (m with clustering prototypej, T):
In formula, dialog text mjAffiliated cluster beIfThen dialog text mjAffiliated cluster beIfThen mjIt is not belonging to the dialogue to be identified herein, tthreshFor mjBelong toMinimum similarity degree threshold
Value.
The dialog text m that corresponding each clustering prototype T can be obtained by formula (4) and (5), successively according to each cluster
Affiliated dialog text m is combined to form each session by prototype T.
By above-mentioned formula (1) to (11), conversation message in each conversation message stream can be divided by talking with identification part 12
For multiple sessions.
The identification example of session is as shown in the table:
1 session of table identifies example
In table 1, label is conversation tag, and the conversation message of same label belongs to the same session, the time, sender, interior
Hold and respectively corresponds the timestamp of conversation message, sends account and dialog text.Wherein, conversation tag 1 is a marketing session,
Conversation tag 2,3,4 is all request service conversation.
Number of sessions Department of Statistics 13 is used to carry out the number of sessions of each employee statistics to obtain the clothes of each employee
Business total sessions and marketing total sessions.
In the present embodiment, service conversation sum is the number of sessions summation of active service conversation and request service conversation,
Marketing total sessions are the number of sessions summation of marketing session.
User message Department of Statistics 14 is used to count the quantity for the user account for sending conversation message in each session
Quantity is replied to obtain corresponding to the user of each session.
Accounting calculation part 15 is replied to be used to reply quantity, service conversation sum and marketing total sessions according to user successively
Accounting is replied in the service for calculating each employee's account and accounting is replied in marketing.
In the present embodiment, it is all user's reply numbers taken the initiative in offering a hand session and request service conversation that accounting is replied in service
The user's reply quantity and marketing session that accounting is each marketing session are replied in the sum of amount and the ratio between service conversation sum, marketing
The ratio between.
In the present embodiment, since each session is all corresponding with respective conversation message stream, each session all with society
The unique corresponding employee's account of group is corresponding, and reply accounting calculation part 15 obtains corresponding to each when calculating according to the corresponding relationship
Accounting is replied in the service of employee's account and accounting is replied in marketing.
Interval stats portion 16 is replied to be used to reply user is originally sent in request service conversation conversation message and employee
The time interval of conversation message carry out statistics to obtain corresponding to the reply interval of each request service conversation.
The conversation message that user is originally sent in request service conversation is divided into the present embodiment, between reply, and (i.e. user sends
Enquirement message) both conversation messages (i.e. in the session staff first item reply message) for being replied with employee timestamp difference
Value.
Average turnaround time calculation part 17 was used for according to the average turnaround time for replying each employee's account of interval calculation.
In the present embodiment, average turnaround time is that all reply intervals of each employee's account are averaged to obtain.
In the present embodiment, since each session is all corresponding with respective conversation message stream, each session all with society
The unique corresponding employee's account of group is corresponding, and reply accounting calculation part 15 obtains corresponding to each when calculating according to the corresponding relationship
The average turnaround time of employee's account.
Service quality determines that generating unit 18 is used to reply accounting according to service and average turnaround time determines each employee
Service quality determine information to generate corresponding service quality.
In the present embodiment, service quality determines that information is quality classification information, reply accounting 80% or more when service and
Quality classification information at 5 minutes or less of average turnaround time is height, when service replys accounting below 40% and average reply
Time quality classification information at 1 hour or more be it is low, when accounting is replied in service and average turnaround time is other situations
Quality classification information is general.
In other embodiments, service quality grading can also be more specific quality score information, such as directly will clothes
The numerical value of accounting is replied in business and average turnaround time by certain calculation method is calculated one for as quality score letter
The numerical value of breath.
Market content sorts acquisition unit 19 for carrying out according to the marketing reply accounting of each marketing session to marketing session
It sorts and obtains the higher multiple marketing sessions of sequence as recommendation market content.
In the present embodiment, recommending market content is that the marketing message that employee sends in each marketing session (belongs to marketing
The clustering prototype of session), after market content sequence acquisition unit 19 obtains the recommendation market content, service side communication unit 113 will
The recommendation market content is sent to all employee's terminals by employee's account.
Users service needs Department of Statistics 110 is used to count to the quantity of request service conversation in each community to obtain
To users service needs quantity.
In the present embodiment, users service needs quantity is, for reflect ought for the previous period in (i.e. regular set is corresponding
Period in) demand of the user to service, the offer frequency of information on services is provided convenient for enterprise and employee according to the demand
Or provide quantity.
In other embodiments, users service needs quantity can also be the quantity of request service conversation in all community
Average value.
Desirability determination unit 111 is used for the users service needs journey according to each community of users service needs quantitative determination
Degree.
In the present embodiment, users service needs degree is demand rating information, when users service needs quantity is 25 or more
When demand rating information be height, when users service needs quantity is below 5 demand rating information be it is low, work as users service needs
Rating information is general when quantity is other numerical value.
Prompt information generating unit 112 is used to generate corresponding service quality prompt information according to service quality judgement information,
Or corresponding demand prompt information is generated according to users service needs degree.
In the present embodiment, prompt information generating unit 112 determines information when generating quality of service information, according to service quality
Quality classification information generate corresponding service quality prompt information, such as when quality classification information is low, generate " your clothes
Be engaged in second-rate, it is noted that promoted " etc. for the prompt information that prompts employee to pay attention to improving service quality.
In the present embodiment, prompt information generating unit 112 is when generating demand prompt information, according to users service needs degree
Demand rating information generate corresponding demand prompt information, such as when demand prompt information is high, generate " recent user clothes
Business demand is higher, it is noted that mostly offer information on services " etc. for prompting employee to provide the prompt information of more information on services.
In the present embodiment, the service quality prompt information that prompt information generating unit 112 generates is opposite with each employee's account
It answers, after generation, service quality prompt information is just sent to accordingly according to each employee's account by service side communication unit 113 respectively
Employee's terminal.
In the present embodiment, prompt information generating unit 112 is corresponding with each employee's account in the demand prompt information of generation,
After generation, demand prompt information is just sent to corresponding employee respectively according to each employee's account by service side communication unit 113
Terminal 2 for example, service side communication unit 113 logins community module by administrator's account, and will be prompted to information according to employee's account
It is sent in the community module of employee's terminal of corresponding employee.
Fig. 3 is the structural block diagram of employee's terminal in the embodiment of the present invention.
As shown in figure 3, employee's terminal 2 has employee side picture storage unit 21, employee side input display unit 22, employee side logical
Letter portion 23 and employee side control unit 24.
Wherein, employee side communication unit 23 be used to carry out between each composition part of employee's terminal 2 and employee's terminal 2 with
Data communication between other terminals, employee side control unit 24 contain for each composition part to employee's terminal 2 work into
The computer program of row control.
Employee side picture storage unit 21 is stored with community and shows that picture, prompt information show that picture and market content are shown
Picture.In the present embodiment, community shows that picture, prompt information show that picture and market content show that picture is all community module
Display picture.
Community information display screen is used to show when employee logins community and shows the dialogue in community in this screen
Message allows employee to check.In the present embodiment, the editor that employee can also carry out message by the picture sends operation.
Prompt information shows that picture is used to show when employee's terminal receives prompt information and shows phase in this screen
The prompt information answered.In the present embodiment, prompt information shows that picture is the session that employee's account and administrator's account form two-by-two
Interface, prompt information are shown in the form of conversation message in the session interface.
Market content, which shows that picture is used to show when employee's terminal receives and recommends market content, allows employee to check.This reality
It applies in example, market content shows that picture is also the session interface that employee's account and administrator's account form two-by-two, recommends in marketing
Hold and is shown in the form of conversation message in the session interface.
Employee side input display unit 22 is for showing above-mentioned picture, so that employee be allowed to carry out corresponding people by these pictures
Machine interaction.
In other embodiments, employee's terminal 2 can also have a reminding module, for receive prompt information or
It is to recommend to check when market content by displaying the prompt box, generating the modes reminding employees such as prompt tone.
Fig. 4 is the structural block diagram of user terminal in the embodiment of the present invention.
As shown in figure 4, user terminal 3 has user side picture storage unit 31, user side input display unit 32, user side logical
Letter portion 33 and user side control unit 34.
Wherein, user side communication unit 33 be used to carry out between each composition part of user terminal 3 and user terminal 3 with
Data communication between other terminals, user side control unit 34 contain for each composition part to user terminal 3 work into
The computer program of row control.
User side picture storage unit 31 is stored with community and shows picture.In the present embodiment, community shows that picture is community mould
The display picture of block.
Community information display screen is used to show when user logins community and shows the dialogue in community in this screen
Message allows user to check.In the present embodiment, the editor that user can also carry out message by the picture sends operation.
User side input display unit 32 is for showing above-mentioned picture, so that employee be allowed to carry out corresponding people by these pictures
Machine interaction.
Fig. 5 is the structural block diagram of administrator terminal in the embodiment of the present invention.
As shown in figure 5, administrator terminal 4, which has, logins acquisition unit 41, management-side communication unit 42 and management-side control unit
43。
Wherein, management-side communication unit 42 is used between each composition part of the person's of being managed terminal 4 and administrator is whole
Data communication between end 4 and other terminals, management-side control unit 43 contain for each composition part to administrator terminal 4
Work the computer program controlled.
In the present embodiment, the acquisition request of the transmission of dialog information acquisition unit 11, management are received in management-side communication unit 42
Side control unit 43 logins acquisition unit 41 with regard to control and logins each community by community module and administrator's account and successively will be every
Conversation message all in the past period further controls management-side communication unit as a conversation message stream in a community
All conversation message stream is sent to service managing apparatus 1 by 42.
In the present embodiment, the value of preset time period is identical as the regular set of dialog information acquisition unit 11, that is, logins
Acquisition unit 41 obtains all conversation messages in one week.
Fig. 6 is the flow chart of Service Quality Management process in the embodiment of the present invention.
As shown in fig. 6, Service Quality Management process includes the following steps:
Step S1, dialog information acquisition unit 11 access community module by administrator's account and obtain the dialogue of corresponding community
Message flow, subsequently into step S2；
Step S2, dialogue identification part 12 successively carry out each dialog text in the conversation message stream obtained in step S1
Dialogue identification is to obtain multiple sessions of each community, subsequently into step S3；
Step S3, number of sessions Department of Statistics 13 unite to the quantity of the session obtained in step S2 according to corresponding community
Meter is to obtain the service conversation sum and marketing total sessions of each employee's account, subsequently into step S4；
Step S4, user message Department of Statistics 14 unite to the quantity for the user account for sending conversation message in each session
Meter replys quantity to obtain corresponding to the user of each session, subsequently into step S5；
Step S5 replys accounting calculation part 15 and according to the user that counts in step S4 replys quantity, unites in step S3
It counts obtained service conversation sum and marketing total sessions successively calculates service reply accounting and the battalion of each employee's account
Pin replys accounting, subsequently into step S6；
Step S6 replys user is originally sent in 16 pairs of interval stats portion request service conversation conversation message and employee and returns
The time interval of multiple conversation message carries out counting to obtain corresponding to the reply interval of each request service conversation, subsequently into
Step S7；
Step S7, average turnaround time calculation part 17 is according to the obtained each employee's account of reply interval calculation of step S6
Average turnaround time, subsequently into step S8；
Step S8, service quality determine that generating unit 18 replys accounting according to the service that step S5 is calculated and step S7 is calculated
Average turnaround time determine the service quality of each employee to generate corresponding service quality and determine information, subsequently into step
Rapid S9；
Step S9, prompt information generating unit 112 determine that information generates corresponding clothes according to the service quality that step S8 is generated
Business quality prompt information, subsequently into step S10；
Step S10, the marketing that market content sequence acquisition unit 19 is calculated according to step S5 reply accounting to each marketing meeting
Words are ranked up and obtain the higher multiple marketing sessions of sequence as market content is recommended, subsequently into step S11；
Step S11, users service needs Department of Statistics 110 in each community request service conversation quantity counted from
And users service needs quantity is obtained, subsequently into step S12；
Step S12, desirability determination unit 111 are each according to the users service needs quantitative determination that step S11 is counted
The users service needs degree of a community, subsequently into step S13；
Step S13, prompt information generating unit 112 generate corresponding according to the users service needs degree that step S12 is generated
Demand prompt information, subsequently into step S14；
Step S14, service side communication unit 18 successively by step S9, S11 and the S13 each prompt information generated and push away
It recommends market content and employee's terminal is sent to according to corresponding employee's account, subsequently into end state.
In the present embodiment, the time judging unit judgement of dialog information acquisition unit 11 reaches regular set, will be again
It obtains the conversation message stream of each community and executes above-mentioned steps again.
In the present embodiment, above-mentioned steps S8 to S13 is that sequence is successively run.In other embodiments, above-mentioned steps S8 is extremely
S9, step S10 and step S11 to S13 can also be run simultaneously by modes such as parallel threads.
By the above process, organization periodically can be monitored management and remind and change to the service quality of employee
It is kind.
Embodiment action and effect
According to the service quality administrative system provided in this embodiment based on community system, due to having dialogue identification part,
Therefore the conversation message stream that dialog information acquisition unit is obtained from community can be identified to obtain service conversation and marketing
Session.Also there is number of sessions Department of Statistics, user message Department of Statistics, therefore can be further to the session of identification and dialogue
Message is counted, and is enabled and is replied the service reply accounting that accounting calculation part calculates each employee's account according to statistical data
And accounting is replied in marketing, to realize the analysis to conversation message in community, plays the service quality progress to employee
The effect of quantization.Service quality determines that generating unit can reply accounting to service and determine, to provided for user employee
Quality of service information be monitored so that the service quality of employee can be understood more intuitively in employee and enterprise, and
Improved accordingly.Market content sequence acquisition unit can reply accounting according to marketing and obtain in marketing more popular with users
Hold, so that employee and enterprise can be best understood from the preference of user, to push more popular marketing message, mentions
High quality-of-service.The present invention is determined by the pouplarity to service content and market content, thus the person of improving
The quality for the question and answer marketing service that work provides a user, so that enterprise preferably can provide service for consumer.
In embodiment, since dialogue identification part is by carrying out context text cluster to dialog text based on time window,
Therefore it can be realized and session formed to the classification of the service session information content in community, so that the conversation message mixed originally
It can more accurately be identified, these conversation messages and session are accurately analyzed convenient for subsequent.
In embodiment, employee's reply interval in session of taking the initiative in offering a hand can be counted due to replying interval stats portion,
Therefore whether the present invention can also reply timely situation to employee and be monitored, so that service quality determines generating unit energy
The enough service quality for preferably determining employee, is more advantageous to business administration.
In embodiment, due to being counted by number of the users service needs Department of Statistics to request service conversation,
The present invention can also the demand for services degree to user be monitored, to understand user whithin a period of time and whether have and is strong
Demand for services decides whether to provide a user more to be conducive to employee and enterprise according to users service needs degree
Information on services, be conducive to enterprise according to the demand for services degree of user carry out service quality decision.
Above-described embodiment is only used for the specific embodiment illustrated the present invention, and the present invention is not limited to the above embodiments
Description range.
Claims (8)
1. a kind of service quality administrative system based on community system characterized by comprising
Service managing apparatus；
At least one employee's terminal, is provided with community module corresponding with the community system, and each employee's terminal has
One is used to access employee's account of the community module, and each employee's account is corresponding with a community, employee's account
Number for allowing employee to login the community by employee's account and provide a user question and answer marketing service information；
Multiple user terminals are provided with the community module, have the user account for accessing the community module, for allowing
The user logins the community by the user account and obtains the question and answer marketing service information that the employee provides；
One administrator terminal is provided with the community module, has administrator's account for accessing all community modules
Number, the service managing apparatus logins the community by administrator's account and periodically obtains the text of the dialogue in the community
This,
Wherein, there is the service managing apparatus dialog information acquisition unit, dialogue identification part, number of sessions Department of Statistics, user to disappear
It ceases Department of Statistics, reply accounting calculation part, service quality judgement generating unit, prompt information generating unit, market content sequence acquisition unit
And service side communication unit,
The dialog information acquisition unit periodically accesses the community module by administrator's account and obtains corresponding each institute
The conversation message stream stating community and being made of a plurality of conversation message,
It is more to obtain that the dialogue identification part engages in the dialogue identification to conversation message described in each item in the conversation message stream
It is a to content type in relation to and include multiple corresponding conversation messages session, the session is divided into session of taking the initiative in offering a hand, asks
Service conversation and marketing session are asked,
The number of sessions Department of Statistics successively count obtaining to the quantity of the session according to the corresponding community
The service conversation sum and marketing total sessions of corresponding each employee's account,
The user message Department of Statistics successively unites to the quantity for the user account for sending the conversation message in each session
Meter replys quantity to obtain corresponding to the user of each session,
The reply accounting calculation part is total according to user reply quantity, service conversation sum and the marketing session
Accounting is replied in the service that number successively calculates each employee's account and accounting is replied in marketing,
The service quality determine generating unit according to the service reply accounting determine the service quality of each employee to
It generates corresponding service quality and determines information,
The prompt information generating unit determines that information generates corresponding service quality prompt information according to the service quality,
The service quality prompt information is sent respectively to corresponding institute according to employee's account by the service side communication unit
Employee's terminal is stated,
The market content sequence acquisition unit replys accounting to each institute according to the marketing of each marketing session of correspondence
It states marketing session and is ranked up and obtains the higher multiple marketing sessions of sequence and be used as and recommend market content,
The recommendation market content is sent to all employee's terminals by the service side communication unit.
2. the service quality administrative system according to claim 1 based on community system, it is characterised in that:
Wherein, the conversation message includes dialog text and timestamp,
The dialogue identification part carries out the dialogue identification by the following method:
It identifies the beginning of session described in three classes, and context text cluster is carried out to the dialog text based on time window, from
And multiple sessions are obtained,
Wherein, a context dialog text mjThe time window W (mj) be；
In formula (1), tiFor dialog text miThe timestamp, tjFor dialog text mjThe timestamp, the value of D be 6 or
12 hours；
Dialog text m described in each includes that there are three types of contexts, respectively author's context CA(m), context C is referred toC(m)
And time context CT(m),
The wordembedding term vector of dialog text m is expressed as v (m), uses dialog text miThree kinds of contexts expand
Open up dialog text mi, then dialog text miExtension indicate m 'iAre as follows:
In formula (2), the meaning of parameters are as follows:
PA(dij) --- dialog text mjBelong to author's context CA(mi) when dialog text miWith dialog text mjBelong to same
The probability of session；
PC(dij) --- dialog text mjBelong to and refers to context CC(mi) when dialog text miWith dialog text mjBelong to same
The probability of session；
PT(dij) --- dialog text mjBelong to time context CT(mi) when dialog text miWith dialog text mjBelong to same
The probability of session；
α --- the content of dialog text m weight shared in extension indicates；
λA--- the relative weighting of author's context；
λC--- the relative weighting for referring to context；
λT--- the relative weighting of the time context, λA+λC+λT=1；
Further, the text cluster is carried out to the dialog text m, is clustering prototype by the beginning label of session described in three classes
T, and calculate dialog text miWith dialog text mjText degree of approximation sim (mi,mj):
For remaining other dialog texts mj, calculate the similarity sim (m with the clustering prototypej, T):
In formula, ifThen dialog text mjAffiliated cluster beIf Then mjIt is not belonging to this
The text dialogue to be identified, tthreshFor mjBelong toMinimum similarity degree threshold value,
The dialog text m that corresponding each clustering prototype T can be obtained by formula (4) and (5), successively according to each described
The affiliated dialog text m is combined to form each session by clustering prototype T.
3. the service management system according to claim 2 based on community system, it is characterised in that:
Wherein, author's context CA(m) all of the same author a are belonged to by the dialog text m and dialog text m
Dialog text is constituted:
In dialog text mjBelong to author's context CA(m) when, dialog text miWith the dialog text mjBelong to same
The probability P of sessionA(dij) are as follows:
In formula, N indicates the probability density function of normal distribution, μaIt indicates the mean value of normpdf, be set as 0,
σaIndicate the standard deviation for belonging to the normpdf of author's context,
The reference context CC(m) by the every other dialog text of the dialog text m author a mentioned and this is mentioned
The every other dialog text of the author a of dialog text m is constituted:
In formula, MaIndicate all dialog texts of author a,
In the dialog text mjBelong to the reference context CC(m) when, dialog text miWith the dialog text mjBelong to same
The probability P of one sessionC(dij) are as follows:
In formula, μcIt indicates the mean value of normpdf, be set as 0, σcIt indicates to belong to the normal state point for referring to context
The standard deviation of cloth probability density function,
The time context CT(m) it is made of the every other sentence other than the dialog text m:
CT(m)=M m (10)
In formula, M indicates all dialog texts,
In the dialog text mjBelong to the time context CT(m), dialog text miWith the dialog text mjBelong to same
The probability P of a sessionT(dij) are as follows:
In formula, μTThe mean value for indicating normpdf, is set as 0, σTIndicate the normal state point for belonging to time context
The standard deviation of cloth probability density function.
4. the service quality administrative system according to claim 1 based on community system, it is characterised in that:
Wherein, the service managing apparatus further includes replying interval stats portion, average turnaround time calculation part,
The interval stats portion of replying is to the conversation message for requesting user described in service conversation to be originally sent and the member
The time interval for the conversation message that work is replied carries out counting to obtain corresponding to the reply interval of each request service conversation,
The average turnaround time calculation part according to the average turnaround time for replying each employee's account of interval calculation,
The service quality determine generating unit when determining the service quality of each employee according to service reply accounting,
The service quality is determined also according to the average turnaround time.
5. the service quality administrative system according to claim 4 based on community system, it is characterised in that:
Wherein, the service quality determines that information is quality classification information,
When the service reply accounting 80% or more and the average turnaround time at 5 minutes or less when the quality classification believe
Breath is height, when the service reply accounting below 40% and the averagely turnaround time when 1 is small more than when the quality comment
Grade information is low, the quality classification information when accounting is replied in the service and the average turnaround time is other situations
It is general.
6. the service quality administrative system according to claim 4 based on community system, it is characterised in that:
Wherein, the service quality determines that information is score information.
7. the service quality administrative system according to claim 1 based on community system, it is characterised in that:
Wherein, the service managing apparatus further includes users service needs Department of Statistics and desirability determination unit,
Users service needs Department of Statistics requests the quantity of service conversation count to obtain to described in each community
Users service needs quantity,
The desirability determination unit is according to the users service needs of each community of the users service needs quantitative determination
Degree,
The prompt information generating unit generates corresponding demand prompt information according to the users service needs degree,
The demand prompt information is sent respectively to the corresponding member according to employee's account by the service side communication unit
Work terminal.
8. the service quality administrative system according to claim 7 based on community system, it is characterised in that:
Wherein, the dialog information acquisition unit periodically obtain the time of the conversation message stream be every minor tick one week obtain,
The users service needs degree is demand rating information,
When the users service needs quantity is 25 or more, the demand rating information is height, when the users service needs number
The demand rating information is low when amount is below 5, and when the users service needs quantity is other numerical value, the demand is commented
Grade information is general.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910664664.0A CN110414999B (en) | 2019-07-23 | 2019-07-23 | Service quality management system based on community system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910664664.0A CN110414999B (en) | 2019-07-23 | 2019-07-23 | Service quality management system based on community system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN110414999A true CN110414999A (en) | 2019-11-05 |
| CN110414999B CN110414999B (en) | 2023-04-07 |
Family
ID=68362553
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910664664.0A Active CN110414999B (en) | 2019-07-23 | 2019-07-23 | Service quality management system based on community system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110414999B (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113326373A (en) * | 2021-05-19 | 2021-08-31 | 武汉大学 | WeChat group chat record identification method and system fusing session scene information |
| CN113643049A (en) * | 2021-08-30 | 2021-11-12 | 北京读我科技有限公司 | Network marketing customer management method and system |
Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2008250889A (en) * | 2007-03-30 | 2008-10-16 | Nifty Corp | Community management system |
| CN104363164A (en) * | 2014-11-04 | 2015-02-18 | 张家栋 | Group conversation processing method and system on basis of social network |
| CN105321098A (en) * | 2014-07-29 | 2016-02-10 | 张家豪 | Community marketing system and operation method thereof |
| CN107886237A (en) * | 2017-11-08 | 2018-04-06 | 珠海华发新科技投资控股有限公司 | Campaign Management Platform based on multiple wechat public accounts |
| WO2018103709A1 (en) * | 2016-12-09 | 2018-06-14 | 腾讯科技（深圳）有限公司 | Group conversation processing method, terminal, server, and system, and storage medium |
| CN108241736A (en) * | 2016-12-23 | 2018-07-03 | 林伟斌 | Multi-network community management system and management method thereof |
| CN109167719A (en) * | 2018-08-16 | 2019-01-08 | 广州爽游网络科技有限公司 | A kind of super large community implementation method with content intelligence isolation features |
| CN109799979A (en) * | 2019-04-01 | 2019-05-24 | 北京邮电大学 | A kind of educational product operation management method based on wechat community |
-
2019
- 2019-07-23 CN CN201910664664.0A patent/CN110414999B/en active Active
Patent Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2008250889A (en) * | 2007-03-30 | 2008-10-16 | Nifty Corp | Community management system |
| CN105321098A (en) * | 2014-07-29 | 2016-02-10 | 张家豪 | Community marketing system and operation method thereof |
| CN104363164A (en) * | 2014-11-04 | 2015-02-18 | 张家栋 | Group conversation processing method and system on basis of social network |
| WO2018103709A1 (en) * | 2016-12-09 | 2018-06-14 | 腾讯科技（深圳）有限公司 | Group conversation processing method, terminal, server, and system, and storage medium |
| CN108241736A (en) * | 2016-12-23 | 2018-07-03 | 林伟斌 | Multi-network community management system and management method thereof |
| CN107886237A (en) * | 2017-11-08 | 2018-04-06 | 珠海华发新科技投资控股有限公司 | Campaign Management Platform based on multiple wechat public accounts |
| CN109167719A (en) * | 2018-08-16 | 2019-01-08 | 广州爽游网络科技有限公司 | A kind of super large community implementation method with content intelligence isolation features |
| CN109799979A (en) * | 2019-04-01 | 2019-05-24 | 北京邮电大学 | A kind of educational product operation management method based on wechat community |
Non-Patent Citations (1)
| Title |
|---|
| 王智锦: "玩转社群营销", 《中国药店》 * |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113326373A (en) * | 2021-05-19 | 2021-08-31 | 武汉大学 | WeChat group chat record identification method and system fusing session scene information |
| CN113326373B (en) * | 2021-05-19 | 2022-08-05 | 武汉大学 | WeChat group chat record identification method and system fusing session scene information |
| CN113643049A (en) * | 2021-08-30 | 2021-11-12 | 北京读我科技有限公司 | Network marketing customer management method and system |
Also Published As
| Publication number | Publication date |
|---|---|
| CN110414999B (en) | 2023-04-07 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN103208092B (en) | The system of consultation information is provided based on internet | |
| CN107464142B (en) | Method, the user's portrait system for system of being drawn a portrait based on marketing feedback result back feeding user | |
| Lau et al. | Effects of trusting and being trusted on team citizenship behaviours in chain stores | |
| US8560486B2 (en) | Content recommendation method and system based on psychological factors from a use profile | |
| KR101182463B1 (en) | Call group management using the session initiation protocol | |
| CN109978608A (en) | The marketing label analysis extracting method and system of target user's portrait | |
| CN105760449B (en) | A kind of cloud method for pushing towards multi-source heterogeneous data | |
| CN106789572B (en) | A kind of instant communicating system and instant communication method for realizing adaptive message screening | |
| CN109657955A (en) | The management method that work order is distributed and evaluated | |
| CN110414999A (en) | A kind of service quality administrative system based on community system | |
| CN111160856A (en) | Dispatching method, system, client, server and storage medium | |
| Tan et al. | The impact of subscription reciprocity on charitable content creation and sharing: evidence from twitter on giving tuesday | |
| CN107977855B (en) | Method and device for managing user information | |
| CN109165211A (en) | A kind of poor student based on big data precisely subsidizes system | |
| CN110427620A (en) | Service quality optimization management system based on community system | |
| Eekhout et al. | Entrepreneurs' mobile phone appropriation and technical efficiency of informal firms in Dakar (Senegal) | |
| CN108764673A (en) | A kind of patent trusteeship service platform and the data interactive method based on platform | |
| CN113313549A (en) | Accurate case delegation and intelligent quotation system for share law | |
| CN110427566A (en) | A kind of service management system based on community system | |
| CN116189346A (en) | Intelligent queuing and calling system for digital science and technology deep integration hall management and marketing scene | |
| CN106817710A (en) | The localization method and device of a kind of network problem | |
| KR102392531B1 (en) | Method for communicating between artist and fan and server performing the same | |
| CN111985900B (en) | Information processing method and device | |
| Pandey et al. | If you build it, will they come? Exploring narratives that shape the internet in Nepal | |
| KR20010093471A (en) | Learning method by using an e-mail and system therefor |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |