SG11202008856VA - Customer service assistance system and customer service assistance method - Google Patents

Customer service assistance system and customer service assistance method

Info

Publication number
SG11202008856VA
SG11202008856VA SG11202008856VA SG11202008856VA SG11202008856VA SG 11202008856V A SG11202008856V A SG 11202008856VA SG 11202008856V A SG11202008856V A SG 11202008856VA SG 11202008856V A SG11202008856V A SG 11202008856VA SG 11202008856V A SG11202008856V A SG 11202008856VA
Authority
SG
Singapore
Prior art keywords
customer service
service assistance
assistance system
assistance method
customer
Prior art date
Application number
SG11202008856VA
Inventor
Takashi Yamagishi
Original Assignee
Hitachi Ltd
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Hitachi Ltd filed Critical Hitachi Ltd
Publication of SG11202008856VA publication Critical patent/SG11202008856VA/en

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
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/903—Querying
    • G06F16/9032—Query formulation
    • G06F16/90332—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
    • G06F16/33—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
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/953—Querying, e.g. by the use of web search engines
    • G06F16/9535—Search customisation based on user profiles and personalisation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/279—Recognition of textual entities
    • 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
    • G06Q10/10—Office automation; Time 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
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • 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
    • G06Q30/018—Certifying business or products
    • G06Q30/0185—Product, service or business identity fraud
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42382—Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/30—Semantic analysis
    • G06F40/35—Discourse or dialogue representation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N3/00—Computing arrangements based on biological models
    • G06N3/004—Artificial life, i.e. computing arrangements simulating life
    • G06N3/006—Artificial life, i.e. computing arrangements simulating life based on simulated virtual individual or collective life forms, e.g. social simulations or particle swarm optimisation [PSO]

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Databases & Information Systems (AREA)
  • Mathematical Physics (AREA)
  • Data Mining & Analysis (AREA)
  • General Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Artificial Intelligence (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Economics (AREA)
  • Computational Linguistics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Finance (AREA)
  • Signal Processing (AREA)
  • Human Resources & Organizations (AREA)
  • Software Systems (AREA)
  • Human Computer Interaction (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Computer Vision & Pattern Recognition (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • General Health & Medical Sciences (AREA)
  • Evolutionary Computation (AREA)
  • Medical Informatics (AREA)
  • Health & Medical Sciences (AREA)
  • Computing Systems (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
SG11202008856VA 2018-03-27 2018-03-27 Customer service assistance system and customer service assistance method SG11202008856VA (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/JP2018/012319 WO2019186678A1 (en) 2018-03-27 2018-03-27 Customer service assistance system and customer service assistance method

Publications (1)

Publication Number Publication Date
SG11202008856VA true SG11202008856VA (en) 2020-10-29

Family

ID=68059360

Family Applications (1)

Application Number Title Priority Date Filing Date
SG11202008856VA SG11202008856VA (en) 2018-03-27 2018-03-27 Customer service assistance system and customer service assistance method

Country Status (4)

Country Link
US (1) US11514461B2 (en)
JP (1) JP7054413B2 (en)
SG (1) SG11202008856VA (en)
WO (1) WO2019186678A1 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP7119769B2 (en) * 2018-08-24 2022-08-17 富士通株式会社 Information processing program, information processing method, and information processing apparatus
CN111259258A (en) * 2020-02-20 2020-06-09 厦门快商通科技股份有限公司 Customer service information pushing method, device and equipment
JP7268149B2 (en) 2020-03-26 2023-05-02 ベイジン バイドゥ ネットコム サイエンス テクノロジー カンパニー リミテッド Inquiry information processing method and device, electronic device, storage medium, and computer program
CN111488442A (en) * 2020-04-09 2020-08-04 深圳追一科技有限公司 Data processing method, device, server and storage medium
US11489793B2 (en) * 2020-11-22 2022-11-01 International Business Machines Corporation Response qualification monitoring in real-time chats
CN112364149B (en) * 2021-01-12 2021-04-23 广州云趣信息科技有限公司 User question obtaining method and device and electronic equipment
CN112925898B (en) * 2021-04-13 2023-07-18 平安科技（深圳）有限公司 Question-answering method and device based on artificial intelligence, server and storage medium
US20230252485A1 (en) * 2022-02-08 2023-08-10 Dell Products L.P. System and method for generation of self-guided recovery procedures and suggestions

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP4715055B2 (en) 2001-07-31 2011-07-06 ソニー株式会社 Question / answer system and server device for question / answer system
JP2004038535A (en) 2002-07-03 2004-02-05 Sumisho Computer Systems Corp Counter-fault system, server device used therefor, and counter-fault program
JP4707524B2 (en) * 2005-10-05 2011-06-22 中国電力株式会社 Customer-specific inquiry support system
JP2009288827A (en) * 2008-05-27 2009-12-10 Hitachi Ltd Inquiry support system
CN104598445B (en) * 2013-11-01 2019-05-10 腾讯科技（深圳）有限公司 Automatically request-answering system and method
CN107004235B (en) 2014-11-25 2021-02-09 三星电子株式会社 Method and system for providing visual Interactive Voice Response (IVR) to Enhanced Visual Call (EVC) client devices
JP6520513B2 (en) * 2015-07-17 2019-05-29 富士ゼロックス株式会社 Question and Answer Information Providing System, Information Processing Device, and Program
CN107609056B (en) 2017-08-25 2021-08-03 百度在线网络技术（北京）有限公司 Question and answer processing method and device based on picture recognition
CN107679159B (en) 2017-09-28 2021-06-11 百度在线网络技术（北京）有限公司 Method and device for generating fault diagnosis question response, server and storage medium

Also Published As

Publication number Publication date
US11514461B2 (en) 2022-11-29
WO2019186678A1 (en) 2019-10-03
US20210012352A1 (en) 2021-01-14
JP7054413B2 (en) 2022-04-13
JPWO2019186678A1 (en) 2020-12-17

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