201039140 六、發明說明： 【發明所屬之技術領域】 本發明為提供一種自動線上客服回應之方法，尤 其是指一種即時通訊軟體之自動應答系統。 【先前技術】 按’即時通軟體是目前人們日常生活中不可或缺 0 的一項溝通工具，也漸漸地形成一種很自然的溝通方 式’而現今一般所較常使用的即時通軟體為MSN、 QQ或S ΚΥΡ E，但是這些即時通軟體大部分來說 還是以一般的使用為主，對於商業應用來說除了發送 廣告訊息外，似乎沒有其他特別的用途，所以讓我們 想到每一種即時通軟體其實都有所謂的自動回應開發 機制，讓即時通可以做線上應答功能，而說到即時通 ^ 軟體的線上應答功能，雖然很好用，但也有許多下列 之缺點： (1 )購買工具非常昂貴’例如：Microsoft OCS、LCS， 使用這些軟體的使用者都是頗有規模的企業，小企業 望之卻步。 (2 )工具要使用必須透過開發，包含對應的語句與 問題都是必須透過研發人員進行開發客製化非常麻 煩。 3 201039140 (3 ) MSN、SKYPE、QQ都是很好用的即時通訊功能， 但是目前的應答機制還是普遍不夠人性化，主要問題 在於後面無法對應重要的資訊，所以自動應答的應用 僅侷限於查詢天氣、訂閱RSS等這些基礎應用。 故，如何將上述之問題加以摒除，實為本案創作 人所欲解決之技術困難點之所在。 【發明内容】 故’本發明之發明人有鑑於上述缺失，乃搜集相 關資料，經由多方評估及考量，並以從事於此行業累 積之多年經驗，經由不斷試作及修改，始設計出此種 即時通訊之自動應答系統的發明專利者。 本發明之主要目的在於：其主要是即時通訊軟體 之使用者’將自己本身所使用之即時通訊帳號放置於 客戶服務管理系統内進行代管，並且透過自動應答系 統’使其可達到進行自動應答之目的。 本發明之次要目的在於：其中客戶服務管理系統 内並含有會員管理系統、知識庫維護系統、帳號管理 系統與資料系統連接系統，而透過知識庫維護系統， 可使該即時通訊帳號之使用者’達到進行修改維護自 動應答系統的應答内容、判別關鍵字與回應問題之目 的。 201039140 【實施方式】 為達成上述目的及功效，本發明所採用之技術手 段及構造，茲繪圖就本發明較佳實施例詳加說明其特 徵與功能如下，俾利完全了解。 請參閱第一圖、第二圖、第三圖、第四圖、第五 圖與第六圖所示，係為本發明之系統方塊圖、較佳實 施例示意圖與步驟流程圖，由圖中可清楚看出，本系 〇 統主要包含有即時通訊轉碼介面1、自動應答系統2 與客戶服務管理系統3三個方面，其中客戶服務管理 系統3内包含有會員管理系統3 1、知識庫維護系統 3 2、帳號管理系統3 3與資料系統連接系統3 4， 主要是為MSN、QQ或SKYPE等相關即時通訊 軟體4之使用者，將自己本身所使用之即時通訊帳號 放置於客戶服務管理系統3内進行代管，並且透過自 〇 動應答系統2 ’使其達到能進行自動應答之目的，而 本系統之主要步驟如下： (S1)先行透過會員管理系統31進行註冊會員帳 號密碼申請，以及個人資料之維護或修改； (S 2)註冊成會員後，即可使用知識庫維護系統3 2進行修改維護應答内容與應答方式； (S 3 )透過帳號管理系統3 3將即時通訊軟體4之 帳號進行代管； 201039140 (S 4 )當即時通訊軟體4收到外界之文字訊息時， 先行透過即時通訊轉碼介面^將文字訊息轉 換成自動應答系統2所能接受之編碼； (S 5 )自動應答系統2接收外界文字訊息後，由知 識庫維護系統3 2進行交叉比對，並將最後 所要應答之内容文字訊息傳送至即時通訊轉 碼介面1 ; (S6)即時通訊轉碼介面1將應答之内容文字訊息 轉換成即時通訊軟體4所能接受之編碼，並 傳送至即時通訊軟體4，以完成應答動作； 而上述客戶服務管理系統3之知識庫維護系統3 2主要疋以單一拆字法，先將所接收之外界文字訊息 中每一個單字都先進行拆解’然後依據拆字後的結果 先對應知識庫維護系統3 2，依據知識庫維護系統3 2中的符合判斷找出完全符合的名詞，如果找不到對 應名詞’對應的自動應答系統2就會將不完全符合的 一些名詞列出引導使用者到關鍵的名詞上，漸漸的縮 小查詢範圍’如果完全找到相對應的名詞當然對應到 知識庫維護系統3 2中找尋相關資料並將資料發回； 本發明除了可提供一般個人的使用者使用，當成 自己的留言秘書’當無法在線上時可使用自動應答功 能’讓對方可以留下可以被歸納的有用的訊息，或者 201039140 在網拍時，可成立二十四小時的線上客服之外，另外 也可應用在下列不同場合： 1·企業透過本發明可以讓客戶進行線上查詢訂單， 企業只要於資料系統連接系統3 4内進行資料聯 結，客戶就可以從即時通上面查詢到訂單； 2 ·政府機關（包括地方政府）可以解決網站使用不 易的問題’往往要查詢資料或找尋文章須透過全 Ο 文檢索是不夠的’利用資料系統連接系統34進 行公開資料連接，讓使用者於自動應答系統2的 應答之中可以快速地得到想要的資訊與服務，或 者可以將便民服務與資料系統連接系統3 4進行 連接，不僅只是實體電話進行服務，也可以將即 時通訊納入服務範圍； 3·社會團體或公益團體，在進行義賣拍賣時下訂單 〇 不一定要用網路商店，也可以透過即時通，配合 資料系統連接系統3 4，讓即時通訊也可在自動 應答系統2應答過程中快速地進行下單動作，並 將下單資料拋回到其訂單軟體中； 4·學校或教育機構’例如淡江大學創新育成中心， 透過自動應答系統2應答中可以得知相關進駐廠 商資料與資訊’利用即時通訊傳送槽案功能可 以將所需要的資料利用即時通訊進行傳送，不需 7 201039140 訊與資 要於網站t找尋半天卻無法得知正確的資 料。 綜上所述，本發明之自動線上客服回應之方法於 使用時，為確實能達到其功效及目的，故本發明誠為 二實用性優異之㈣，騎合發明專利之中請要件為 發=提出中請冑委早日賜准本創作，以保障 不 之辛苦創作，倘若鈞局審委有任何稽疑，請 吝來函指示，發明人定當竭力配合，實感德便。 201039140 【圖式簡單說明】 第一圖係為本發明之系統方塊圖一。 第二圖係為本發明之系統方塊圖二。 第三圖係為本發明之較佳實施例示意圖一。 第四圖係為本發明之較佳實施例示意圖二。 第五圖係為本發明之較佳實施例示意圖三。 第六圖係為本發明之步驟流程圖。 【主要元件符號說明】 即時通訊轉碼介面..·1 自動應答系統.....2 客戶服務管理系統··· 3 會員管理系統.....31 知識庫維護系統· · · · 3 2 〇 帳號管理系統.....33 資料系統連接系統··· 3 4 即時通訊軟體.....4201039140 VI. Description of the Invention: [Technical Field] The present invention provides a method for automatic online customer service response, and more particularly to an automatic response system for instant messaging software. [Prior Art] According to the 'immediate communication software is a communication tool that is indispensable in people's daily life, and gradually forms a very natural communication method'. Nowadays, the instant messenger software that is commonly used today is MSN. QQ or S ΚΥΡ E, but most of these instant messengers are still based on general use. For commercial applications, there seems to be no other special use except for sending advertisements. So let us think of every instant pass software. In fact, there is a so-called automatic response development mechanism, so that instant messaging can do online answering function, and when it comes to instant messenger software online answering function, although it is very useful, but also has many of the following shortcomings: (1) the purchase tool is very expensive 'For example: Microsoft OCS, LCS, users of these software are quite large-scale enterprises, small businesses are discouraged. (2) Tools must be developed through development, including corresponding statements and questions that must be developed through the development of customization by developers. 3 201039140 (3) MSN, SKYPE, and QQ are all very useful instant messaging functions, but the current response mechanism is generally not user-friendly. The main problem is that the important information cannot be matched later, so the application of automatic response is limited to the query. Weather, subscription to RSS and other basic applications. Therefore, how to eliminate the above problems is the technical difficulty point that the creators of the case want to solve. SUMMARY OF THE INVENTION The inventors of the present invention have collected such relevant information in view of the above-mentioned deficiencies, and have designed and developed such an instant through continuous evaluation and modification through multi-party evaluation and consideration, and with years of experience in the industry. The invention patent of the automatic response system of communication. The main purpose of the present invention is that the user of the instant messaging software mainly places the instant messaging account used by the user in the customer service management system for escrow and enables the automatic response through the automatic answering system. The purpose. The secondary purpose of the present invention is that the customer service management system includes a member management system, a knowledge base maintenance system, an account management system, and a data system connection system, and the user of the instant messaging account can be made through the knowledge base maintenance system. 'Achieve the purpose of modifying and maintaining the response content of the automatic response system, discriminating keywords and responding to questions. 201039140 [Embodiment] In order to achieve the above objects and effects, the technical means and the structure used in the present invention are described in detail in the preferred embodiments of the present invention, and the features and functions are as follows. Please refer to the first, second, third, fourth, fifth and sixth figures, which are block diagrams of the system of the present invention, a schematic diagram of a preferred embodiment and a flow chart of steps, from the figure It can be clearly seen that the system mainly includes three aspects of instant messaging transcoding interface 1, automatic response system 2 and customer service management system 3, wherein customer service management system 3 includes member management system 3 1 , knowledge base Maintenance system 3 2. Account management system 3 3 and data system connection system 3 4, mainly for MSN, QQ or SKYPE and other related instant messaging software 4 users, put their own instant messaging account in customer service management The system 3 performs escrow, and through the self-initiating response system 2', it can achieve the purpose of automatic response, and the main steps of the system are as follows: (S1) firstly apply for the registered member account password through the member management system 31, And maintenance or modification of personal data; (S 2) After registering as a member, you can use the knowledge base maintenance system 3 2 to modify the maintenance response content and response method; (S 3 ) The account management system 3 3 hosts the account of the instant messaging software 4; 201039140 (S 4) When the instant messaging software 4 receives the external text message, first converts the text message into an automatic response system through the instant messaging transcoding interface 2 acceptable encoding; (S 5) After receiving the external text message, the automatic response system 2 performs cross-comparison by the knowledge base maintenance system 3 2, and transmits the final content text message to be answered to the instant messaging transcoding interface 1 (S6) Instant messaging transcoding interface 1 converts the response content text message into a code acceptable to the instant messaging software 4, and transmits it to the instant messaging software 4 to complete the response action; and the knowledge of the above customer service management system 3 The library maintenance system 3 2 mainly uses a single word-breaking method to first disassemble each word in the received external text message first, and then correspondingly the knowledge base maintenance system 3 2 according to the result of the word-breaking, according to the knowledge base maintenance system. 3 2 in the judgment to find the complete noun, if you can not find the corresponding noun 'corresponding to the automatic response system 2 will be incomplete Some nouns are listed to guide the user to the key nouns, and gradually narrow down the scope of the query. 'If the corresponding noun is found completely, of course, the relevant knowledge is searched for in the knowledge base maintenance system 3 2 and the data is sent back; Provide general user use, as your own message secretary 'Auto answer function when you can't be online', so that the other party can leave a useful message that can be summarized, or 201039140 can be set up in the net shot In addition to the online customer service of the hour, it can also be applied to the following different occasions: 1. The enterprise can allow customers to make online inquiry orders through the invention, and the enterprise can access the data connection in the data system connection system 34, and the customer can access the instant communication. The above order is queried; 2 · Government agencies (including local governments) can solve the problem that the website is not easy to use. [It is often not necessary to search for information or search for articles. It is not enough to use the data system connection system 34 for public data connection. Allowing the user to respond quickly to the response of the automated response system 2 Get the information and services you want, or you can connect the convenience service with the data system connection system, not only the physical telephone service, but also the instant messaging service; 3. Social groups or public interest groups When placing an order at the auction, you don't have to use the online store. You can also use the instant messaging system to connect to the data system connection system, so that instant messaging can also quickly place an order action during the automatic answering system 2 response process. The order information is thrown back into its order software; 4. Schools or educational institutions' such as Tamkang University Innovation and Breeding Center, through the automatic response system 2 response, you can know the relevant vendors' information and information 'Using instant messaging to transmit the slot function The required data can be transmitted by instant messaging, without the need for 7 201039140 and the information to be found on the website for a long time but can not know the correct information. In summary, the automatic online customer service response method of the present invention can achieve its efficacy and purpose when used. Therefore, the present invention is excellent in practicality (4), and the request for riding the invention patent is issued. In the process of proposing, the 胄 committee will grant this creation as soon as possible to ensure that it will not be hard to create. If there is any doubt in the arbitral tribunal, please send a letter to the inventor, and the inventor will try his best to cooperate with him. 201039140 [Simplified description of the drawings] The first figure is a block diagram of the system of the present invention. The second figure is a block diagram of the system of the present invention. The third figure is a schematic view of a preferred embodiment of the present invention. The fourth figure is a schematic diagram 2 of a preferred embodiment of the present invention. The fifth drawing is a schematic view of a preferred embodiment of the invention. The sixth drawing is a flow chart of the steps of the present invention. [Main component symbol description] Instant messaging transcoding interface..·1 Automatic response system.....2 Customer service management system··· 3 Member management system.....31 Knowledge base maintenance system · · · · 3 2 〇 Account Management System.....33 Data System Connection System··· 3 4 Instant Messaging Software.....4