CN1838642A - Method and system for realizing ask-answer service using instantaneous message system - Google Patents
Method and system for realizing ask-answer service using instantaneous message system Download PDFInfo
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- CN1838642A CN1838642A CN 200510055758 CN200510055758A CN1838642A CN 1838642 A CN1838642 A CN 1838642A CN 200510055758 CN200510055758 CN 200510055758 CN 200510055758 A CN200510055758 A CN 200510055758A CN 1838642 A CN1838642 A CN 1838642A
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Abstract
The disclosed method to realize question and answer business by the instant information system comprises: the instant information client sends the user question or answer information with opposite question label to the instant information server; the latter generates opposite question label to record the question information and user and send the question and label to the user who can give a explain, or sends the information with key and opposite question label to the questioned user. It also discloses the opposite instant information system.
Description
Technical field
The present invention relates to utilize immediate news systems to realize the method for question and answer business and realize the immediate news systems that this is professional.
Background technology
At present, the question and answer business has two kinds of implementations: a kind of is on the Internet, and so that the webpage of forum's form to be provided to the user, the user asks a question and answers a question by this webpage, as " love is asked " website http://iask.com/ of Sina website.Though this mode just can realize that with network technology commonly used owing to be the form of forum, real-time is bad, the user generally can't obtain the answer of problem immediately.
Another kind is to ask a question by sending note to the question and answer service center, and the question and answer service center sends the answer of problem to the user.The question and answer service center has been employed special personnel provide problem for the user answer.The flow process of question and answer business is:
Step 1, the note of puing question to end will comprise problem send to the question and answer service center of specified services service number correspondence;
Step 2, question and answer service center receive the problem note, by Computer Automatic Search and manual search technology in conjunction with the answer of obtaining problem;
Step 3, question and answer service center return to answer and put question to end with short message mode.
Owing to adopt short message mode to send answer information,, that is to say that this implementation has been subjected to the restriction of sms technique so can not surpass the restriction of note 160 character lengths usually.Simultaneously, owing to be the answer of obtaining problem, therefore lack real-time and interactivity by Computer Automatic Search and the combination of manual search technology.
In addition, provide the answer of problem owing to need employ special personnel for the user, realize that cost is higher, the question and answer business that therefore common this short message mode is realized is paid service, and this has also improved use cost for the user.
And extensively popularized the immediate news systems that uses at present, have good real-time and interactivity.Referring to Fig. 1, Fig. 1 is the structural representation of general immediate news systems in the prior art.Immediate news systems comprises: instant message client 100 and server of instant message 110.Wherein, instant message client 100 comprises instant message user interface 101 and instant message transrecieving unit 102; Server of instant message 110 comprises: instant message processing unit 111 and memory cell 112.
Instant message user interface 101 is exactly the user interface of instant message, the information such as instant message that it receives the log-on message or the log-on message of user's input or searches user's request or comprise targeted customer's number, by instant message transrecieving unit 102, send to the instant message processing unit 111 of server of instant message 110 through network 120; Maybe information such as the Query Result that will receive by instant message transrecieving unit 102, instant message are shown to the user.
Instant message transrecieving unit 102 is packaged into the instant message form with instant message information, when the targeted customer is online, directly sends to targeted customer's instant message client or be transmitted to targeted customer's instant message client, when the targeted customer is not online, send to the instant message processing unit 111 of server of instant message 110 by network 120 via server of instant message 110 by network 120.
Instant message processing unit 111 stores log-on message into memory cell 112; Or finish login according to the log-on message that log-on message is searched this user to memory cell 112, and this user is set to online at the presence of memory cell 112; Or in memory cell 112, search the user according to searching user request information, lookup result is returned to instant message user interface 101 by network 120, instant message transrecieving unit 102; Or, message is sent to targeted customer's instant message client according to the targeted customer's number in the instant message.
Above-mentioned website forum form or the note utilized realizes the question and answer business, just simply utilizes or pieced together the technology of ripe already and known the Internet or moving communicating field.But in present immediate news systems, can't directly realize the question and answer business, need carry out the system reform and just can carry the question and answer business, improve the real-time and the interactivity of question and answer business in conjunction with new technological means.
Summary of the invention
In view of this, first main purpose of the present invention is to provide a kind of method that realizes the question and answer business, improves the real-time and the interactivity of question and answer business.
Second main purpose of the present invention is to provide a kind of immediate news systems of realizing the question and answer business, and this system has higher real-time and interactivity when realizing that question and answer are professional.
Be the aspect that achieves the above object, the invention provides a kind of method of utilizing immediate news systems to realize the question and answer business, realize that the process of question and answer business may further comprise the steps:
A, instant message client send to server of instant message with the problem information of user's input or the problem identification of answer information and this answer correspondence;
B, server of instant message judge in the instant message that receives whether comprise problem information or answer information, if comprise problem information, and execution in step C then; If comprise answer information, execution in step D then; If do not comprise problem information or answer information, then handle by common instant message;
C, server of instant message generate problem identification, and record problem information and put question to the user sends to answer user's instant message client, server of instant message end process with problem information and problem identification;
D, server of instant message find and put question to the user according to the problem identification in the message, the problem identification of answer information and this answer correspondence are sent to enquirement user's instant message client;
E, instant message client receive the instant message that server of instant message sends, and judge whether to comprise problem identification, if comprise, then write down problem identification, with problem information in the instant message or answer information output; Otherwise directly the instant message content is exported.
The number that wherein, can comprise the answer user in the problem information described in the steps A;
The method that described in the step C problem information and problem identification is sent to answer user's instant message client is: server of instant message is according to the number of the answer user in the problem information, problem information and problem identification sent to answer user's instant message client.
The number that comprises the answer user in the described problem information can be that the interface of the input answer Subscriber Number that provided by instant message client accepts directly that input obtains.
Can be in the user's registration information of server of instant message storage, the problem types that can answer that the storage user is provided with;
Further comprise before the described steps A:
A01, instant message client send to server of instant message with the problem types of problem;
A02, server of instant message, find the Subscriber Number that mates with this problem types and send to instant message client from the user's registration information of storage according to problem types;
Select one or more Subscriber Numbers to join in the problem information in the Subscriber Number that A03, instant message client receive from steps A 02 as the answer Subscriber Number.
Can in the user's registration information of server of instant message storage, the problem types that can answer that the field store user is provided be set;
The method that described in the step C problem information and problem identification is sent to answer user's instant message client is: server of instant message is according to problem information search problem in the user's registration information of the storage record and the relative users number of type matching, problem information and problem identification sent to the instant message client of relative users.
The professional control desk of question and answer can be set in system, then this method may further include: the record and the relative users number of type matching if server of instant message does not search problem in the user's registration information of storage, then problem information sends to the professional control desk of question and answer of server of instant message, specified at least one answer user's number and notify server of instant message for this problem information by described control desk, server of instant message sends to problem information and problem identification above-mentioned answer user's instant message client then.
The professional control desk of question and answer can be set in system, described in the step C problem information and problem identification are sent to the answer user instant message client method can for:
Problem information is at first sent to the professional control desk of question and answer of server of instant message, specified at least one answer user's number and notify server of instant message for this problem information by described control desk, server of instant message sends to problem information and problem identification above-mentioned answer user's instant message client then.
In the described steps A, instant message client can add the problem information of this user's input puts question to sign, is encapsulated as instant message and sends to server of instant message; Or the answer information of user input added be encapsulated as the problem identification of answer sign and this answer correspondence instant message and send to server of instant message;
Step B is described to judge that the method that whether comprises problem information or answer information in the instant message is: judge whether to comprise enquirement sign or answer sign; If comprise and put question to sign then comprise problem information, if comprise the answer sign then comprise answer information.
Question and answer service-specific interface can be set on server of instant message;
In the described steps A, instant message client is encapsulated as instant message with the problem information of user's input or the problem identification of answer information and this answer correspondence, sends to the question and answer service-specific interface of server of instant message;
Step B is described to judge that the method that whether comprises problem information or answer information in the instant message is: judge whether this instant message receives from question and answer service-specific interface, if then comprise problem information or answer information; Otherwise do not comprise problem information or answer information.
Can comprise problem content and problem types in the described problem information;
Step C is described according to search problem in the user's registration information of the storage record of type matching and the method for relative users number of problem information to be:
In the user's registration information of storage, search with problem information in problem types the record of same problem type is arranged, obtain corresponding Subscriber Number in the record simultaneously.
Described problem types can be the field classification or the keyword of problem;
Step C is described according to search problem in the user's registration information of the storage method of record of type matching of problem information to be: according to search problem in the user's registration information record of type matching of the field classification of problem or keyword.
Step C described according to problem information to the storage user's registration information in search problem type matching record method can for: server of instant message compares the user's registration information of problem information and storage one by one, the record of the type matching that searches problem.
In the user's registration information of described server of instant message storage, can further store the answer sign of whether answering a question that the user is provided with;
Step C is described according to search problem in the user's registration information of the storage method of record of type matching of problem information to be: server of instant message arrives first and finds answer in the user's registration information and be masked as effective user record, user's registration information with these records of problem information and storage compares the record of the type matching that searches problem one by one again.
The answer user interface can be set in described instant message client; The user starts the answer user interface by the original instant message user interface of instant message client;
Described steps A is: the answer user interface sends to the original instant message transrecieving of instant message client unit with the problem information of user's input or the problem identification of answer information and this answer correspondence; The instant message transrecieving unit is encapsulated as problem information instant message or the problem identification of answer information and this answer correspondence is encapsulated as instant message and sends to server of instant message;
Described step e is: the instant message transrecieving unit of instant message client receives the instant message that server of instant message sends, judge whether to comprise problem identification, if comprise, then message is sent to the answer user interface, answer user interface record problem identification is exported to the user with problem information or answer information in the instant message; Otherwise message is sent to the instant message user interface, and the instant message user interface is exported to the user with message content.
The question and answer processing unit can be set in described server of instant message;
Described step B is: the original instant message processing unit of server of instant message receives instant message, judges in the instant message that receives whether comprise problem information or answer information, if comprise problem information, and execution in step C then; If comprise answer information, execution in step D then; If do not comprise problem information or answer information, then handle by the instant message processing unit by common instant message;
Described step C is: the instant message processing unit sends to the question and answer processing unit with this message, the question and answer processing unit generates problem identification, record problem information and enquirement user, and according to problem information search problem in the user's registration information of the storage record of type matching and corresponding Subscriber Number, with problem information, the Subscriber Number of problem identification and above-mentioned correspondence sends to the instant message processing unit, the instant message processing unit is encapsulated as instant message with problem information and problem identification, Subscriber Number according to above-mentioned correspondence sends to instant message client, the server of instant message end process;
Described step D is: the instant message processing unit sends to the question and answer processing unit with this message, the question and answer processing unit is according to the problem identification in the message, find and put question to the user, with the problem identification of answer information and this answer correspondence with put question to Subscriber Number to send to the instant message processing unit; The instant message processing unit is encapsulated as instant message with the problem identification of answer information and this answer correspondence, sends to the instant message client of puing question to the user according to Subscriber Number.
Among the described step D, server of instant message is further stored the problem information of answer information and this answer correspondence, comprises problem identification in the problem information, problem domain classification or keyword, problem content;
This method further comprises:
F, instant message client send to server of instant message with the inquiry answer request of user's input, comprise problem domain classification or keyword in the described inquiry answer request;
G, server of instant message find the problem information that matches according to problem domain classification or keyword in this query requests, and problem information is returned to instant message client;
The problem identification that H, instant message client will be selected problem information sends to server of instant message, and the answer information that server of instant message finds this problem identification correspondence returns to instant message client.
Be another aspect that achieves the above object, the invention provides a kind of immediate news systems, comprise instant message client and server of instant message, described instant message client comprises instant message user interface and instant message transrecieving unit; It is characterized in that: described instant message client further comprises the answer user interface;
Described answer user interface is started by the instant message user interface, and it sends to the instant message transrecieving unit with the problem information of user's input or the problem identification of answer information and this answer correspondence; Or receiving the instant message comprise problem identification from the instant message transrecieving unit, the record problem identification is with problem information in the instant message or answer information output;
Described instant message transrecieving unit will be encapsulated as instant message from the problem information that the answer user interface receives or the problem identification of answer information and this answer correspondence will be encapsulated as instant message and send to server of instant message; Or receive the instant message that server of instant message sends, and judge whether to comprise problem identification, if comprise, then message is sent to the answer user interface; Otherwise message is sent to the instant message user interface;
Described server of instant message receives the instant message that instant message client sends, judge and whether comprise problem information or answer information in the instant message, if comprise problem information, then generate problem identification, record problem information and enquirement user are encapsulated as the instant message client that instant message sends to the answer user with problem information and problem identification; If comprise answer information, then according to the problem identification in the message, find and put question to the user, the problem identification of answer information and this answer correspondence is encapsulated as instant message sends to the instant message client of puing question to the user; If do not comprise problem information or answer information, then handle by common instant message.
Wherein, described server of instant message can comprise instant message processing unit and memory cell;
Described cell stores comprises the problem types user's registration information that can answer that the user is provided with;
Described instant message processing unit receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage to memory cell, and search the problem types of coupling and corresponding user in the memory cell as the answer user according to problem information, problem information and problem identification are encapsulated as the instant message client that instant message sends to the answer user; If comprise answer information, then according to problem identification, find the enquirement user to memory cell, answer content and problem identification are encapsulated as instant message, send to the instant message client of puing question to the user.
Server of instant message comprises the professional control desk of instant message processing unit, memory cell and question and answer;
Described cell stores comprises the problem types user's registration information that can answer that the user is provided with;
Described instant message processing unit receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage, and problem information is sent to question and answer business control desk to memory cell; Problem information and problem identification are encapsulated as the instant message client that instant message sends to the answer user that the professional control desk of question and answer returns; If comprise answer information, then according to problem identification, find the enquirement user to memory cell, answer content and problem identification are encapsulated as instant message, send to the instant message client of puing question to the user;
Described control desk receives problem information, specifies at least one answer user's number and it is returned the instant message processing unit for this problem information by the inquiry memory cell.
Perhaps described server of instant message comprises instant message processing unit, memory cell and question and answer processing unit;
Described cell stores comprises the user's registration information of the problem types that can answer of user's setting;
Described instant message processing unit receives instant message, and judges wherein whether comprise problem information or answer information, if comprise problem information or answer information, then this message is sent to the question and answer processing unit; Or, be encapsulated as instant message and send to instant message client according to Subscriber Number from question and answer processing unit reception problem information or answer information, problem identification and Subscriber Number;
What described question and answer processing unit judgement comprised from the message that the instant message processing unit receives is problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage to memory cell, and, the Subscriber Number of problem information, problem identification and above-mentioned correspondence is sent to the instant message processing unit according to problem information search problem in the memory cell record and the corresponding user of type matching; If answer information is then according to problem identification, finds to memory cell and to put question to the user, with answer content and problem identification and put question to Subscriber Number to send to the instant message processing unit.
Described server of instant message can further comprise the professional control desk of question and answer;
When described question and answer processing unit does not find the problem types of coupling and corresponding user in memory cell, problem information is sent to the professional control desk of question and answer; Described control desk is specified at least one answer user's number and it is returned to the question and answer processing unit for this problem information by the inquiry memory cell;
Described question and answer processing unit sends to the instant message processing unit with problem information, problem identification and the answer Subscriber Number that receives from the professional control desk of question and answer.
Described server of instant message can comprise question and answer service-specific interface;
The instant message that described instant message client will comprise problem information or answer information sends to the question and answer service-specific interface of server of instant message;
After receiving instant message, described question and answer service-specific interface sends to the instant message processing unit;
Whether described instant message processing unit receives from the question and answer special purpose interface according to instant message judges whether this message comprises problem information or answer information.
Said Subscriber Number means user ID or the number of the account in the immediate news systems in the technique scheme, can be numeric string such as QQ number, can also be character string or EMAIL address, as MSN.
As seen from the above technical solutions, the method of this realization question and answer business of the present invention and realize the immediate news systems that this is professional, immediate news systems and Message Processing flow process are improved, utilize the original functional module of immediate news systems or increase less functional module and realize the question and answer business, can improve the real-time and the interactivity of question and answer business.
Description of drawings
Fig. 1 is the structural representation of prior art immediate news systems;
Fig. 2 is the flow chart of the realization question and answer business of the present invention's first preferred embodiment;
Fig. 3 is the immediate news systems structural representation of the present invention's second preferred embodiment;
Fig. 4 is the flow chart of realization question and answer business embodiment illustrated in fig. 3;
Fig. 5 is the immediate news systems structural representation of the present invention's the 3rd preferred embodiment;
Fig. 6 is the flow chart of realization question and answer business embodiment illustrated in fig. 5;
Fig. 7 is the immediate news systems structural representation of the present invention's the 4th preferred embodiment;
Fig. 8 is the flow chart of realization question and answer business embodiment illustrated in fig. 7.
Embodiment
For making purpose of the present invention, technical scheme and advantage clearer, below with reference to accompanying drawing several preferred embodiments that develop simultaneously, the present invention is described in more detail.
The method of this realization question and answer business of the present invention and realize the immediate news systems that this is professional, immediate news systems and Message Processing flow process are improved, utilize the original functional module of immediate news systems or increase less functional module and realize the question and answer business.
The present invention has four kinds of implementations at least: first kind is to utilize instant message client and the original functional module of server of instant message, and original functional module is improved the question and answer business that realizes.Second kind is provided for the user interface of answer at instant message client, and the original functional module of server of instant message is improved the question and answer business that realizes.The third also is provided for the user interface of answer at instant message client, simultaneously the question and answer processing unit is set in server of instant message, cooperates the question and answer business that realizes by the original functional module of question and answer processing unit and server of instant message.The 4th kind of user interface that also is provided for answer at instant message client is provided with the professional control desk of question and answer simultaneously in server of instant message, cooperate the question and answer business that realizes by the professional control desk of question and answer with the original functional module of server of instant message.
Below lift a preferred embodiment respectively with regard to these four kinds of implementations and be elaborated.
First preferred embodiment:
Present embodiment is first kind of implementation.In the present embodiment, in the user's registration information of server of instant message storage, the problem types that can answer that the field store user is provided with is set.Problem types can be the field classification or the keyword of problem usually.
The immediate news systems structure of present embodiment is identical with the structure of prior art immediate news systems shown in Figure 1, no longer repeat specification here.Below this system is realized that the flow process of question and answer business is elaborated.
Referring to Fig. 2, Fig. 2 is the flow chart of the realization question and answer business of the present invention's first preferred embodiment.This flow process may further comprise the steps:
Step 201, the instant message user interface of instant message client receives the problem information or the answer information of user's input, problem information is added the enquirement sign, or answer information is added that the problem identification of answer sign and this answer correspondence is encapsulated as instant message and sends to server of instant message (IMS).Wherein problem identification is to obtain when IMS receives the problem information of this answer correspondence.
The number that can also comprise the answer user in the problem information, the interface input of the input answer Subscriber Number that the answer Subscriber Number can be provided by instant message client by the user.
Instant message client can also join the answer Subscriber Number in the problem information by send request acquisition answer Subscriber Number to server of instant message after, such as follows the answer Subscriber Number being joined in the problem information:
A01, instant message client send to server of instant message with the problem types of problem;
A02, server of instant message, find the Subscriber Number that mates with this problem types and send to instant message client from the user's registration information of storage according to problem types;
Select one or more Subscriber Numbers to join in the problem information in the Subscriber Number that A03, instant message client receive from steps A 02 as the answer Subscriber Number.
Step 203, server of instant message generates problem identification, record problem information and enquirement user.
Problem information in the present embodiment can only comprise problem content, also can comprise problem content and problem types.If only comprise problem content, then in this step, can be according to the technical field classification or the keyword that whether comprise in the problem content in the problem types, record and corresponding Subscriber Number that the type that searches problem in the user's registration information matches.If comprise problem content and problem types, then in this step, can judge whether have in the user's registration information of storage with problem information in the identical record of problem types, obtain corresponding Subscriber Number in the record simultaneously.
Server of instant message can compare the user's registration information of the problem content in the problem information or problem types and storage one by one, the record of the type matching that searches problem.
Server of instant message can also be when the user of record that does not find the problem types coupling and correspondence, or the professional control desk of the question and answer that when just receiving problem information, directly problem content sent to peripheral hardware, specified at least one answer user's number and notify server of instant message for this problem information by control desk, server of instant message sends to problem information and problem identification above-mentioned answer user's instant message client then.Can reduce the processing load of server of instant message like this, and the professional control desk of question and answer set up the physical interface that artificial intervention is provided.
In addition, server of instant message can also be stored the answer sign of whether answering a question that the user is provided with.In this step, server of instant message can arrive first and find answer in the user's registration information and be masked as effective user, and the user's registration information record with these users of problem information and storage compares one by one again, searches the problem types of coupling.Improved the efficient of inquiry like this, comparatively speaking.
In the present embodiment, server of instant message can also be when receiving the instant message that comprises answer information, and the problem information of storage answer information and this answer correspondence comprises problem identification in the problem information, problem domain classification or keyword, problem content.Like this, just can realize the inquiry of answer.Concrete method can for:
At first, instant message client sends to server of instant message with the inquiry answer request of user's input, comprises problem domain classification or keyword in the described inquiry answer request;
Then, server of instant message finds the problem information that matches according to problem domain classification or keyword in this query requests, and problem information is returned to instant message client;
At last, the problem identification that instant message client will be selected problem information sends to server of instant message, and the answer information that server of instant message finds this problem identification correspondence returns to instant message client.
Second preferred embodiment:
Present embodiment is second kind of implementation.Referring to Fig. 3, Fig. 3 is the immediate news systems structural representation of the present invention's second preferred embodiment.The instant message client 300 of present embodiment immediate news systems has not only comprised instant message user interface 301 and improved instant message transrecieving unit 302, has also comprised an answer user interface 303; Improved instant message processing unit 311 and memory cell 312 have been comprised in the server of instant message 310 in the present embodiment.
Wherein, answer user interface 303 is started by instant message user interface 301, and it sends to instant message transrecieving unit 302 with the problem information of user's input or the problem identification of answer information and this answer correspondence; Or the instant message that 302 receptions comprise problem identification from the instant message transrecieving unit, write down problem identification, problem information or answer information in the instant message are exported to the user.
Instant message transrecieving unit 302 will be encapsulated as instant message from the problem information that answer user interface 301 receives or the problem identification of answer information and this answer correspondence will be encapsulated as the instant message processing unit 311 that instant message sends to server of instant message 310; Or the instant message of instant message processing unit 311 transmissions of reception server of instant message 310, judge whether to comprise problem identification, if comprise, then message is sent to answer user interface 303; Otherwise message is sent to instant message user interface 301.
Instant message processing unit 311 in the server of instant message 310 receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage to memory cell 312, and search the problem types and the corresponding user of coupling in the memory cell according to problem information, problem information and problem identification are encapsulated as the instant message transrecieving unit 302 that instant message sends to the user's that can answer this problem instant message client 300; If comprise answer information, then according to problem identification, find the enquirement user to memory cell 312, answer content and problem identification are encapsulated as instant message, send to the instant message transrecieving unit 302 of the instant message client 300 of puing question to the user.
The immediate news systems of present embodiment is realized the flow process of question and answer business referring to Fig. 4, and Fig. 4 is the flow chart of realization question and answer business embodiment illustrated in fig. 3.This flow process may further comprise the steps:
Step 401 starts the answer user interface by the instant message user interface.
The number that can also comprise the answer user in the problem information, the answer Subscriber Number can be imported by the answer user interface by the user.
Can also be by the answer user interface of instant message client, by the instant message transrecieving module after server of instant message sends request and obtains the answer Subscriber Number, the answer Subscriber Number is joined in the problem information, such as follows the answer Subscriber Number being joined in the problem information:
The answer user interface of A01, instant message client sends to server of instant message with the problem types of problem by the instant message transrecieving module;
The instant message processing unit of A02, server of instant message, finds the Subscriber Number that mates with this problem types and sends to instant message client from the user's registration information of storage according to problem types;
The Subscriber Number that the instant message transrecieving module of A03, instant message client will receive from steps A 02 sends to the answer user interface, and the answer user interface therefrom selects one or more Subscriber Numbers to join in the problem information as the answer Subscriber Number.
Processing method in this step is identical with step 204 among the embodiment one, no longer repeat specification here.
Step 410, the instant message transrecieving unit of instant message client receives the instant message that server of instant message sends.
The 3rd preferred embodiment:
Present embodiment is the third above-mentioned implementation, and referring to Fig. 5, Fig. 5 is the immediate news systems structural representation of the present invention's three preferred embodiments.
The instant message client 500 of present embodiment immediate news systems is identical with instant message client 300 in embodiment illustrated in fig. 3: not only comprised instant message user interface 501 and improved instant message transrecieving unit 502, also comprised an answer user interface 503; Not only comprise improved instant message processing unit 511 and memory cell 512 in the server of instant message 510 in the present embodiment, also comprised the professional control desk 514 of question and answer processing unit 513 and question and answer.
The instant message client 500 of present embodiment is identical with instant message client 300 in embodiment illustrated in fig. 3, and operation principle is also identical, here no longer repeat specification.
Wherein, instant message processing unit 511 receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information or answer information, then this message is sent to question and answer processing unit 513, if do not comprise problem information or answer information then handle by common instant message; Or, be encapsulated as instant message sends to instant message client 500 according to Subscriber Number instant message transrecieving unit 502 from question and answer processing unit 513 reception problem information or answer information, problem identification and Subscriber Numbers;
What 513 judgements of question and answer processing unit comprised from the message that instant message processing unit 511 receives is problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage to memory cell 512, and search the problem types and the corresponding user of coupling in the memory cell 512 according to problem information, problem information, problem identification and the Subscriber Number that can answer this problem are sent to instant message processing unit 511; If answer information is then according to problem identification, finds to memory cell 512 and to put question to the user, with answer content and problem identification and put question to Subscriber Number to send to instant message processing unit 511.
If question and answer processing unit 513 does not find the problem types and the corresponding user of coupling in memory cell 512, then problem information is sent to the professional control desk 514 of question and answer; In the user's registration information that the professional control desk 514 of question and answer is stored from memory cell 512, specify one or more answer Subscriber Numbers to send to question and answer processing unit 513.Question and answer processing unit 513 will send to instant message processing unit 511 from Subscriber Number and problem information, the problem identification that the professional control desk 514 of question and answer receives.
In fact the professional control desk of question and answer also can be set in the server of instant message of embodiment one and embodiment two, this interface is directly linked to each other with the instant message processing unit, if the instant message processing unit does not find the record and the corresponding user of problem types coupling in memory cell, then problem information is sent to the professional control desk of question and answer; The problem output interface is exported to administrative staff with problem content; Or the Subscriber Number that can answer this problem of problem output interface receiving management personnel input, it is returned to the instant message processing unit; The instant message processing unit will be encapsulated as instant message with problem information, problem identification from the Subscriber Number that the professional control desk of question and answer receives and send to the enquirement user.
The immediate news systems of present embodiment is realized the flow process of question and answer business referring to Fig. 6, and Fig. 6 is the flow chart of realization question and answer business embodiment illustrated in fig. 5.This flow process may further comprise the steps:
Because the server of instant message of present embodiment has also comprised the professional control desk of question and answer, can realize administrative staff's artificial selection answer user by this output unit, the professional control desk of question and answer also can be independent of server of instant message physically, is connected by local area network (LAN) with server of instant message.Concrete grammar is:
If the question and answer processing unit does not find the record and the corresponding user of problem types coupling in memory cell, then problem information is sent to the professional control desk of question and answer; The professional control desk of question and answer is exported to administrative staff with problem content; Or the user's registration information of the professional control desk receiving management of question and answer personnel from memory cell specify the Subscriber Number that can answer this problem, and it is returned to the question and answer processing unit.
Step 608, the question and answer processing unit sends to the instant message processing unit with problem information and problem identification and the Subscriber Number that finds.If the answer user that the professional control desk of question and answer is selected, then the question and answer processing unit will send to the instant message processing unit from Subscriber Number and problem information, the problem identification that the professional control desk of question and answer receives.
The 4th preferred embodiment:
Present embodiment is the 4th a kind of above-mentioned implementation, and referring to Fig. 7, Fig. 7 is the immediate news systems structural representation of the present invention's four preferred embodiments.
The instant message client 700 of present embodiment immediate news systems is identical with instant message client 300 in embodiment illustrated in fig. 3: not only comprised instant message user interface 701 and improved instant message transrecieving unit 702, also comprised an answer user interface 703; Not only comprise improved instant message processing unit 711 and memory cell 712 in the server of instant message 710 in the present embodiment, also comprised the professional control desk 713 of question and answer.
The instant message client 700 of present embodiment is identical with instant message client 300 in embodiment illustrated in fig. 3, and operation principle is also identical, here no longer repeat specification.
Described memory cell 712 has been stored and has been comprised the problem types user's registration information that can answer that the user is provided with;
Described instant message processing unit 711 receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage, and problem information is sent to question and answer business control desk 713 to memory cell 712; Or problem information and problem identification be encapsulated as the instant message client that instant message sends to the answer user that the professional control desk 713 of question and answer returns; If comprise answer information, then according to problem identification, find the enquirement user to memory cell 712, answer content and problem identification are encapsulated as instant message, send to the instant message client of puing question to the user;
Described control desk 713 receives the problem information, specifies at least one answer user's number and it is returned instant message processing unit 711 for this problem information by inquiry memory cell 712.
The immediate news systems of present embodiment is realized the flow process of question and answer business referring to Fig. 8, and Fig. 8 is the flow chart of realization question and answer business embodiment illustrated in fig. 7.This flow process may further comprise the steps:
Step 801 starts the answer user interface by the instant message user interface.
Step 802, the answer user interface receives the problem information or the answer information of user's input, problem information is added the enquirement sign, or answer information is added that the problem identification of answer sign and this answer correspondence is encapsulated as the instant message processing unit that instant message sends to server of instant message (IMS).Wherein problem identification is to obtain when IMS receives the problem information of this answer correspondence.
Step 803, instant message processing unit judge whether comprise enquirement sign or answer sign in the instant message that receives, put question to sign or answer sign if comprise, then comprise problem information or answer information in this message, execution in step 804; Do not put question to sign also not comprise the answer sign if promptly do not comprise, then execution in step 811.
Step 804, judgement are to put question to sign or answer sign, identify then execution in step 805 if put question to, if answer identifies then execution in step 809.
Step 805, instant message processing unit generate problem identification, and with problem information and put question to user storage to memory cell.
Step 806, the instant message processing unit sends to the professional control desk of question and answer with problem information.
Step 807, the professional control desk of question and answer is specified one or more answer users for this problem information from memory cell, and the answer Subscriber Number is sent to the instant message processing unit.
Step 808, the instant message processing unit is encapsulated as the instant message client that instant message sends to designated user with problem information and problem identification.Execution in step 812.
Step 809, instant message processing unit find and put question to the user according to the problem identification in the message.
Step 810, the instant message processing unit is encapsulated as instant message with the problem identification of answer information and this answer correspondence, according to puing question to Subscriber Number to send to the instant message client of puing question to the user.Execution in step 812.
Step 811, the instant message processing unit is handled this message by common instant message, message is sent to targeted customer's instant message client.Method and the prior art handled are identical, no longer repeat here.
Step 812, the instant message transrecieving unit of instant message client receives the instant message that server of instant message sends.
Step 813, whether the instant message transrecieving unit judges comprises problem identification, if comprise, then execution in step 814, otherwise execution in step 815.
Step 814, the instant message transrecieving unit sends to the answer user interface with instant message, answer user interface record problem identification, and problem information or the answer information in the instant message be shown to the user.
Step 815, the instant message transrecieving unit sends to the instant message user interface with instant message, and the instant message user interface is shown to the user with message content.
Among above-mentioned four embodiment, server of instant message all is to come distinguishing instant message whether to comprise problem information or answer information by enquirement sign or answer sign that instant message client increases after problem information or answer information, in the practical application, can also adopt the method that question and answer service-specific interface is set on instant server to distinguish.Concrete grammar is: instant message client is encapsulated as instant message with the problem information of user's input or the problem identification of answer information and this answer correspondence, sends to the communication port of the question and answer service-specific interface correspondence of server of instant message; This message sends to the instant message processing unit by question and answer service-specific interface, and the instant message processing unit is judged what whether this instant message received from question and answer service-specific interface, if then comprise problem information or answer information; Otherwise do not comprise problem information or answer information.
By the above embodiments as seen, of the present inventionly thisly utilize immediate news systems to realize the method for question and answer business and realize the immediate news systems that this is professional, improved the real-time and the interactivity of question and answer business.
Claims (22)
1, a kind of method of utilizing immediate news systems to realize the question and answer business is characterized in that, realizes that the process of question and answer business may further comprise the steps:
A, instant message client send to server of instant message with the problem information of user's input or the problem identification of answer information and this answer correspondence;
B, server of instant message judge in the instant message that receives whether comprise problem information or answer information, if comprise problem information, and execution in step C then; If comprise answer information, execution in step D then; If do not comprise problem information or answer information, then handle by common instant message;
C, server of instant message generate problem identification, and record problem information and put question to the user sends to answer user's instant message client, server of instant message end process with problem information and problem identification;
D, server of instant message find and put question to the user according to the problem identification in the message, the problem identification of answer information and this answer correspondence are sent to enquirement user's instant message client;
E, instant message client receive the instant message that server of instant message sends, and judge whether to comprise problem identification, if comprise, then write down problem identification, with problem information in the instant message or answer information output; Otherwise directly the instant message content is exported.
2, the method for claim 1 is characterized in that: the number that comprises the answer user in the problem information described in the steps A;
The method that described in the step C problem information and problem identification is sent to answer user's instant message client is: server of instant message is according to the number of the answer user in the problem information, problem information and problem identification sent to answer user's instant message client.
3, method as claimed in claim 2 is characterized in that: the number that comprises the answer user in the described problem information is that the interface of the input answer Subscriber Number that provided by instant message client accepts directly that input obtains.
4, method as claimed in claim 2 is characterized in that: in the user's registration information of server of instant message storage, and the problem types that can answer that the storage user is provided with;
Further comprise before the described steps A:
A01, instant message client send to server of instant message with the problem types of problem;
A02, server of instant message, find the Subscriber Number that mates with this problem types and send to instant message client from the user's registration information of storage according to problem types;
Select one or more Subscriber Numbers to join in the problem information in the Subscriber Number that A03, instant message client receive from steps A 02 as the answer Subscriber Number.
5, the method for claim 1 is characterized in that: in the user's registration information of server of instant message storage, the problem types that can answer that the field store user is provided with is set;
The method that described in the step C problem information and problem identification is sent to answer user's instant message client is: server of instant message is according to problem information search problem in the user's registration information of the storage record and the relative users number of type matching, problem information and problem identification sent to the instant message client of relative users.
6, method as claimed in claim 5, it is characterized in that: the professional control desk of question and answer is set in system, this method further comprises: the record and the relative users number of type matching if server of instant message does not search problem in the user's registration information of storage, then problem information sends to the professional control desk of question and answer of server of instant message, specified at least one answer user's number and notify server of instant message for this problem information by described control desk, server of instant message sends to problem information and problem identification above-mentioned answer user's instant message client then.
7, the method for claim 1 is characterized in that: the professional control desk of question and answer is set in system, and the method that described in the step C problem information and problem identification is sent to answer user's instant message client is:
Problem information is at first sent to the professional control desk of question and answer of server of instant message, specified at least one answer user's number and notify server of instant message for this problem information by described control desk, server of instant message sends to problem information and problem identification above-mentioned answer user's instant message client then.
8, the method for claim 1 is characterized in that: in the described steps A, instant message client adds the enquirement sign with the problem information of this user's input, is encapsulated as instant message and sends to server of instant message; Or the answer information of user input added be encapsulated as the problem identification of answer sign and this answer correspondence instant message and send to server of instant message;
Step B is described to judge that the method that whether comprises problem information or answer information in the instant message is: judge whether to comprise enquirement sign or answer sign; If comprise and put question to sign then comprise problem information, if comprise the answer sign then comprise answer information.
9, the method for claim 1 is characterized in that: question and answer service-specific interface is set on server of instant message;
In the described steps A, instant message client is encapsulated as instant message with the problem information of user's input or the problem identification of answer information and this answer correspondence, sends to the question and answer service-specific interface of server of instant message;
Step B is described to judge that the method that whether comprises problem information or answer information in the instant message is: judge whether this instant message receives from question and answer service-specific interface, if then comprise problem information or answer information; Otherwise do not comprise problem information or answer information.
10, method as claimed in claim 5 is characterized in that: comprise problem content and problem types in the described problem information;
Step C is described according to search problem in the user's registration information of the storage record of type matching and the method for relative users number of problem information to be:
In the user's registration information of storage, search with problem information in problem types the record of same problem type is arranged, obtain corresponding Subscriber Number in the record simultaneously.
11, as claim 5 or 10 described methods, it is characterized in that: described problem types is the field classification or the keyword of problem;
Step C is described according to search problem in the user's registration information of the storage method of record of type matching of problem information to be: according to search problem in the user's registration information record of type matching of the field classification of problem or keyword.
12, method as claimed in claim 11, it is characterized in that, step C is described according to search problem in the user's registration information of the storage method of record of type matching of problem information to be: server of instant message compares the user's registration information of problem information and storage one by one, the record of the type matching that searches problem.
13, method as claimed in claim 12 is characterized in that: in the user's registration information of described server of instant message storage, further store the answer sign of whether answering a question that the user is provided with;
Step C is described according to search problem in the user's registration information of the storage method of record of type matching of problem information to be: server of instant message arrives first and finds answer in the user's registration information and be masked as effective user record, user's registration information with these records of problem information and storage compares the record of the type matching that searches problem one by one again.
14, the method for claim 1 is characterized in that: the answer user interface is set in described instant message client; The user starts the answer user interface by the original instant message user interface of instant message client;
Described steps A is: the answer user interface sends to the original instant message transrecieving of instant message client unit with the problem information of user's input or the problem identification of answer information and this answer correspondence; The instant message transrecieving unit is encapsulated as problem information instant message or the problem identification of answer information and this answer correspondence is encapsulated as instant message and sends to server of instant message;
Described step e is: the instant message transrecieving unit of instant message client receives the instant message that server of instant message sends, judge whether to comprise problem identification, if comprise, then message is sent to the answer user interface, answer user interface record problem identification is exported to the user with problem information or answer information in the instant message; Otherwise message is sent to the instant message user interface, and the instant message user interface is exported to the user with message content.
15, as claim 5 or 6 described methods, it is characterized in that: the question and answer processing unit is set in described server of instant message;
Described step B is: the original instant message processing unit of server of instant message receives instant message, judges in the instant message that receives whether comprise problem information or answer information, if comprise problem information, and execution in step C then; If comprise answer information, execution in step D then; If do not comprise problem information or answer information, then handle by the instant message processing unit by common instant message;
Described step C is: the instant message processing unit sends to the question and answer processing unit with this message, the question and answer processing unit generates problem identification, record problem information and enquirement user, and according to problem information search problem in the user's registration information of the storage record of type matching and corresponding Subscriber Number, with problem information, the Subscriber Number of problem identification and above-mentioned correspondence sends to the instant message processing unit, the instant message processing unit is encapsulated as instant message with problem information and problem identification, Subscriber Number according to above-mentioned correspondence sends to instant message client, the server of instant message end process;
Described step D is: the instant message processing unit sends to the question and answer processing unit with this message, the question and answer processing unit is according to the problem identification in the message, find and put question to the user, with the problem identification of answer information and this answer correspondence with put question to Subscriber Number to send to the instant message processing unit; The instant message processing unit is encapsulated as instant message with the problem identification of answer information and this answer correspondence, sends to the instant message client of puing question to the user according to Subscriber Number.
16, the method for claim 1 is characterized in that: among the described step D, server of instant message is further stored the problem information of answer information and this answer correspondence, comprises problem identification in the problem information, problem domain classification or keyword, problem content;
This method further comprises:
F, instant message client send to server of instant message with the inquiry answer request of user's input, comprise problem domain classification or keyword in the described inquiry answer request;
G, server of instant message find the problem information that matches according to problem domain classification or keyword in this query requests, and problem information is returned to instant message client;
The problem identification that H, instant message client will be selected problem information sends to server of instant message, and the answer information that server of instant message finds this problem identification correspondence returns to instant message client.
17, a kind of immediate news systems comprises instant message client and server of instant message, and described instant message client comprises instant message user interface and instant message transrecieving unit; It is characterized in that: described instant message client further comprises the answer user interface;
Described answer user interface is started by the instant message user interface, and it sends to the instant message transrecieving unit with the problem information of user's input or the problem identification of answer information and this answer correspondence; Or receiving the instant message comprise problem identification from the instant message transrecieving unit, the record problem identification is with problem information in the instant message or answer information output;
Described instant message transrecieving unit will be encapsulated as instant message from the problem information that the answer user interface receives or the problem identification of answer information and this answer correspondence will be encapsulated as instant message and send to server of instant message; Or receive the instant message that server of instant message sends, and judge whether to comprise problem identification, if comprise, then message is sent to the answer user interface; Otherwise message is sent to the instant message user interface;
Described server of instant message receives the instant message that instant message client sends, judge and whether comprise problem information or answer information in the instant message, if comprise problem information, then generate problem identification, record problem information and enquirement user are encapsulated as the instant message client that instant message sends to the answer user with problem information and problem identification; If comprise answer information, then according to the problem identification in the message, find and put question to the user, the problem identification of answer information and this answer correspondence is encapsulated as instant message sends to the instant message client of puing question to the user; If do not comprise problem information or answer information, then handle by common instant message.
18, immediate news systems as claimed in claim 17 is characterized in that: described server of instant message comprises instant message processing unit and memory cell;
Described cell stores comprises the problem types user's registration information that can answer that the user is provided with;
Described instant message processing unit receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage to memory cell, and search the problem types of coupling and corresponding user in the memory cell as the answer user according to problem information, problem information and problem identification are encapsulated as the instant message client that instant message sends to the answer user; If comprise answer information, then according to problem identification, find the enquirement user to memory cell, answer content and problem identification are encapsulated as instant message, send to the instant message client of puing question to the user.
19, immediate news systems as claimed in claim 17 is characterized in that: server of instant message comprises the professional control desk of instant message processing unit, memory cell and question and answer;
Described cell stores comprises the problem types user's registration information that can answer that the user is provided with;
Described instant message processing unit receives instant message, and judge wherein whether comprise problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage, and problem information is sent to question and answer business control desk to memory cell; Problem information and problem identification are encapsulated as the instant message client that instant message sends to the answer user that the professional control desk of question and answer returns; If comprise answer information, then according to problem identification, find the enquirement user to memory cell, answer content and problem identification are encapsulated as instant message, send to the instant message client of puing question to the user;
Described control desk receives problem information, specifies at least one answer user's number and it is returned the instant message processing unit for this problem information by the inquiry memory cell.
20, immediate news systems as claimed in claim 17 is characterized in that: described server of instant message comprises instant message processing unit, memory cell and question and answer processing unit;
Described cell stores comprises the user's registration information of the problem types that can answer of user's setting;
Described instant message processing unit receives instant message, and judges wherein whether comprise problem information or answer information, if comprise problem information or answer information, then this message is sent to the question and answer processing unit; Or, be encapsulated as instant message and send to instant message client according to Subscriber Number from question and answer processing unit reception problem information or answer information, problem identification and Subscriber Number;
What described question and answer processing unit judgement comprised from the message that the instant message processing unit receives is problem information or answer information, if comprise problem information, then generate problem identification, with problem information and put question to user storage to memory cell, and, the Subscriber Number of problem information, problem identification and above-mentioned correspondence is sent to the instant message processing unit according to problem information search problem in the memory cell record and the corresponding user of type matching; If answer information is then according to problem identification, finds to memory cell and to put question to the user, with answer content and problem identification and put question to Subscriber Number to send to the instant message processing unit.
21, immediate news systems as claimed in claim 20 is characterized in that: described server of instant message further comprises the professional control desk of question and answer;
When described question and answer processing unit does not find the problem types of coupling and corresponding user in memory cell, problem information is sent to the professional control desk of question and answer; Described control desk is specified at least one answer user's number and it is returned to the question and answer processing unit for this problem information by the inquiry memory cell;
Described question and answer processing unit sends to the instant message processing unit with problem information, problem identification and the answer Subscriber Number that receives from the professional control desk of question and answer.
22, as claim 18,19,20 or 21 described immediate news systems, it is characterized in that: described server of instant message comprises question and answer service-specific interface;
The instant message that described instant message client will comprise problem information or answer information sends to the question and answer service-specific interface of server of instant message;
After receiving instant message, described question and answer service-specific interface sends to the instant message processing unit;
Whether described instant message processing unit receives from the question and answer special purpose interface according to instant message judges whether this message comprises problem information or answer information.
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| WO2009059500A1 (en) * | 2007-11-08 | 2009-05-14 | Huawei Technologies Co., Ltd. | A method, client end and server for realizing question and answer service |
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