CN102376014A - Response management method supporting diversity of clients and businesses and system thereof - Google Patents
Response management method supporting diversity of clients and businesses and system thereof Download PDFInfo
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Abstract
The invention relates to a response management method supporting the diversity of clients and businesses and a system thereof, wherein the method comprises the following steps of: step 1) maintaining a response timeliness layer and selecting an effective time period of response; step 2) maintaining a client group layer and selecting the type of a client group to which the response belongs; step 3) maintaining an electronic channel layer and selecting an electronic channel of the response; step 4) maintaining a business command and selecting the relativity between the response and the business command; step 5) maintaining an environment label and selecting a business service state of the response; step 6) maintaining a region label and selecting an effective region of the response; step 7) maintaining a parameter template; and step 8) maintaining a response content layer, selecting the form of the response and utilizing the parameter template to maintain a response content. By adopting the method according to the invention, multi-layer, multi-label and multi-form response management is realized, a response manager can conveniently and fast maintain and inquire the response, the time of maintaining the response is saved and the cost of maintaining the response is reduced.
Description
Technical field
The present invention relates to the autoknowledge management domain, particularly relate to a kind of support client and professional multifarious multi-level, many label, polymorphic knowledge base management system and the management method thereof of replying.
Background technology
In the automatic management field, knowledge base is the product that artificial intelligence combines with database technology, and the continuous development of Along with computer technology, its application have got into nonumeric widely process field.Along with the maximization of knowledge base, the level of knowledge also is enriched, and information management becomes distinct issues.Knowledge will be handled with computing machine; Must there be an ability that knowledge is carried out systematized Organization And Management, ability storage, inquiry and retrieval knowledge, and the mechanism that can increase, subtract, change to knowledge; Knowledge base that Here it is and knowledge-base management system are referred to as KBS.Information-based knowledge base is through the domain knowledge background being carried out combing according to the informationization requirement, in to domain knowledge mark, issue, retrieval, management, carrying out corresponding segmentation, sort out the information-based service system that shows.With the domain knowledge is the knowledge services on basis, is the important technique measure that 21 century improves industry production efficient and competitive edge.Along with the continuous accumulation and the increase of trade information, how really to utilize these knowledge, excavate potential production law, excavate interest and the demand reply the keeper, for the future development in sector application field decision-making foundation being provided all is to have very important meaning.
In the present existing Knowledge Management System; The actual conditions that exist the corresponding a plurality of differences of a large amount of problems to reply: the same problem that different clients proposes; From different levels, angle, under various conditions, environment, the information content that they obtained possibly be different.And owing to obtain the channel of replying at present and become increasingly abundant (as: note, website, BBS, Email etc.), the form of replying also can be diversified.Manual work is edited each one by one and is replied, inefficiency, and maintenance cost is high.
For this reason, the present invention has designed multi-level, many labels, notion such as polymorphic are convenient to reply the keeper when editor replys, and edit exactly to different problems and reply.
Summary of the invention
The object of the present invention is to provide a kind of support client and professional multifarious management method and the system replied, be used for multi-level, many labels, polymorphicly reply management.
To achieve these goals, the present invention provides a kind of support client and the professional multifarious management method of replying, and it is characterized in that replying is multi-level, many labels, polymorphic, comprising:
Step 8 is safeguarded the response content layer, the form that selection is replied, and utilize said parameterized template that response content is safeguarded.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 1, comprising:
Through the timeliness layer of replying being increased, deletes and/or revise and safeguard the timeliness reply, and make the replying under same hierarchical structure of each problem, the timeliness of replying can not be conflicted.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 2, comprising:
Customers to replying increase, delete and/or revise maintenance, and selecting customers is outside all clients, customers or the customers, and same problem each customers of replying on same hierarchical structure can not be intersected, and each customers can not be overlapping.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 2, the said step that the customers of replying are increased comprises:
Customers' file that will include Customer ID uploads to system;
Read the value of each field of customers' file of uploading, generate customers' table;
The table name of the customers' table that generates is inserted in customers' list of file names of system.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 4, comprising:
Through the service order of replying being increased, deletes and/or revising maintenance, select to reply relevant or have nothing to do with service order.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 4, when selecting to reply when relevant with service order, the step that the service order of replying is safeguarded comprises:
The file that will include said service order uploads to system;
Read the value of each field in the file of uploading, generate the service order table;
The table name of said service order table is inserted in the service order list of file names of system;
The field of selection and setting and corresponding format problem coupling from said service order table.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 4, when the problem that provides as the client was the format problem, the step of mating with the corresponding business instruction comprised:
The field of setting in said format problem and the corresponding business instruction list is mated;
If mate successfully, then return corresponding replying when mating successfully, if the coupling failure, corresponding replying when then returning the coupling failure.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 5, comprising:
Increase the environmental labels reply, or to select to reply be to be replying under open mode or the closed condition to a business service state, or select to reply and be and the business service status switch is irrelevant replys.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 6, comprising:
The region label of replying is increased, deletes and/or revises maintenance, select one or more regions label, and the region label that the difference of same problem is replied under same hierarchical structure can not conflict for replying.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 7, comprising:
Title and value to parameterized template increase, delete and/or revise and safeguard said parameterized template.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 7, comprising:
The maintenance that the title and the network address value of WWW network address increased, deletes and/or revise; And/or
The maintenance that the title and the network address value of WAP network address increased, deletes and/or revise; And/or
The maintenance that title and the command value that the third party is instructed increases, deletes and/or revise.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 8, comprising:
Response content is increased, deletes and/or revises maintenance, and to make the reply form of same problem under same hierarchical structure be unique.
Described support client and the professional multifarious management method of replying is characterized in that,
In the said step 8, comprising:
According to the selected form of replying, to pure words reply, parametrization is replied, professional reference order is replied, pure words+professional reference order is replied, parametrization+professional reference order in replying replys and safeguards.
Described support client and the professional multifarious management system of replying is characterized in that,
In the said step 8, when the selected form of replying is a professional reference order when replying, professional switching step comprises:
Title according to said third party's instruction finds service order word and parameter;
Said parameter is replaced with occurrence, generate professional reference order;
The asynchronous instruction that triggers the third party system is carried out and is handled;
Receive the result that said third party system returns.
To achieve these goals, the present invention provides a kind of support client and the professional multifarious management system of replying, and replying is multi-level, many labels, polymorphic, it is characterized in that, comprising:
Reply the timeliness maintenance module, be used to safeguard the timeliness layer of replying, select the effectual time of replying;
Customers' maintenance module is used to safeguard customers' layer of replying, the customers' classification under selecting to reply;
The electronic channel maintenance module is used to safeguard the electronic channel layer of replying, and selects to reply pairing electronic channel;
The service order maintenance module is used to safeguard the service order of the format problem layer of replying, and selects to reply the correlativity with service order;
The environmental labels maintenance module is used to safeguard the environmental labels of replying, and selects to reply the business service state that is directed against;
Region label maintenance module is used to safeguard the region label of replying, and selects to reply the effective coverage that is directed against;
The parameter maintenance module is used for parameterized template is safeguarded;
The response content maintenance module connects said parameter maintenance module, is used to safeguard the response content layer, the form that selection is replied, and utilize said parameterized template that response content is safeguarded.
Described support client and the professional multifarious management system of replying is characterized in that,
The said timeliness maintenance module of replying is through increasing, delete the timeliness layer of replying and/or revise and safeguard the timeliness reply, and makes the replying under same hierarchical structure of each problem, and the timeliness of replying can not be conflicted.
Described support client and the professional multifarious management system of replying is characterized in that,
Said customers maintenance module increases, deletes the customers of replying and/or revises maintenance; Selecting customers is outside all clients, customers or the customers; And same problem each customers of replying on same hierarchical structure can not be intersected, each customers can not be overlapping.
Described support client and the professional multifarious management system of replying is characterized in that,
Said service order maintenance module is selected to reply relevant with service order or have nothing to do through the service order of replying being increased, deletes and/or revising maintenance.
Described support client and the professional multifarious management system of replying is characterized in that,
The environmental labels that the increase of said environmental labels maintenance module is replied, or to select to reply be to be replying under open mode or the closed condition to a business service state, or select to reply and be and the business service status switch is irrelevant replys.
Described support client and the professional multifarious management system of replying is characterized in that,
Said region label maintenance module increases, deletes the region label of replying and/or revises maintenance, selects one or more regions label for replying, and the region label that the difference of same problem is replied under same hierarchical structure can not conflict.
Described support client and the professional multifarious management system of replying is characterized in that,
Said parameter maintenance module increases, deletes through title and value to parameterized template and/or revises and safeguard said parameterized template.
Described support client and the professional multifarious management system of replying is characterized in that,
Said parameter maintenance module comprises again:
WWW network address maintenance module is used for the maintenance that title and network address value to the WWW network address increase, delete and/or revise; And/or
WAP network address maintenance module is used for the maintenance that title and network address value to the WAP network address increase, delete and/or revise; And/or
The third party instructs maintenance module, is used for the maintenance that title and command value to third party's instruction increase, delete and/or revise.
Described support client and the professional multifarious management system of replying is characterized in that,
Said response content maintenance module increases, deletes response content and/or revises maintenance, and to make the reply form of same problem under same hierarchical structure be unique.
Described support client and the professional multifarious management system of replying is characterized in that,
Said form of replying comprises: pure words is replied, parametrization is replied, professional reference order is replied with shuffling and replied.
Described support client and the professional multifarious management system of replying is characterized in that,
Said shuffling is replied and comprised: pure words+professional reference order is replied, and parametrization+professional reference order is replied.
Compared with prior art, useful technique effect of the present invention is:
1. multi-level, many label of the present invention, polymorphic management method and the system replied; Multi-level, many labels, polymorphic answer model have been set up; Form a cover and reply the method for management, conveniently reply keeper maintenance, inquiry response and dynamic organization's function that the natural language form is replied is provided apace.
2. multi-level, many label of the present invention, polymorphic management method and the system replied utilize and to reply template, can return hommization and reply, and have realized that automatic generation replys to the definite natural language form of certain certain problem of client.
3. utilize multi-level, many label of the present invention, polymorphic management method and the system replied, can realize concentrated quantitative management, utilize system can edit maintenance fast and reply, saved and safeguarded the time of replying, reduced and safeguarded the cost of replying replying.
Description of drawings
Fig. 1 is the structural representation of a kind of client of support of the present invention and professional multifarious multi-level, many label, polymorphic answer model;
Fig. 2 is a kind of client of support of the present invention and professional multifarious multi-level, many label, polymorphic structural representation of replying management system;
Fig. 3 be of the present invention be a kind of client of support and professional multifarious multi-level, many label, polymorphic process flow diagram of replying the management method of management system;
Fig. 4 is the method flow diagram that increases customers among the present invention newly;
Fig. 5 is the method flow diagram that increases a service order among the present invention newly;
Fig. 6 is the process flow diagram that the instruction of format problem and corresponding service is mated among the present invention;
Fig. 7 is the process flow diagram of professional reference order among the present invention.
Embodiment
In order to make the object of the invention, technical scheme and advantage clearer; Below in conjunction with accompanying drawing and embodiment, to a kind of support client of the present invention and professional multifarious multi-level, many label, polymorphicly reply management method and system is further elaborated.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
A kind of support client of the present invention and professional multifarious multi-level, many label, polymorphic management method and the system replied; Through the model structure of replying in the definition knowledge base; Form a cover and reply the method for management, conveniently reply keeper's maintenance, inquiry response and dynamic organization's function that the natural language form is replied is provided.Under different levels, angle, condition, environment, the required information of obtaining of client, focus can be different, and the form of replying also can be diversified, thus same problem reply be not necessarily identical.The present invention comes to describe replying through five levels; Utilize label to come the service condition and the environment of replying are limited, and provide and to embed parameterized template, the mode of replying with the form editor who replys template; The system that makes can be according to customer issue; Reply by replying automatic generation of template, reply, save the time that editorial management is replied thereby need not edit each seriatim to the definite natural language of this this problem of client.Preferably, after parameterized template upgraded, all had used replying also of this parameterized template all to upgrade accordingly, can greatly reduce like this and safeguard the cost of replying.
Introduce a kind of support client of the present invention and professional multifarious multi-level, many label, polymorphic management method and the system replied in detail below in conjunction with above-mentioned target, Fig. 1 is the structural representation of a kind of client of support of the present invention and professional multifarious multi-level, many label, polymorphic answer model.
For can clearer explanation technical scheme, below in conjunction with characteristics of the present invention and design demand, the term that is explained as follows:
(1) client: refer to propose the people that counseling problem expectation acquisition is accurately replied, as: the user of the client of bank, the visitor of website, mobile phone etc.
(2) problem: also claim customer issue, refer to that the client proposes to want the particular problem of seeking advice from, as: " maintenance station, Pekinese Hewlett-Packard Zhong Guan-cun where? "
(3) reply: the detailed content of answering the problem that the client proposed.As: for " maintenance station, Pekinese Hewlett-Packard Zhong Guan-cun where " this customer issue, system is replied reply for: " you are good! The address of maintenance station, Beijing Hewlett-Packard Zhong Guan-cun is: the good Etown B105 of Haidian District Beijing ancient cooking vessel, phone is: 010-62813725.Thanks use.”。
(4) reply management system: i.e. the present invention says the computer system that the management of realization is replied.Under unambiguous situation, reply management system and abbreviate system as.
(5) reply the keeper: use and reply the staff that the management system maintenance is replied, they use this system, will reply editor's warehouse-in, form and reply knowledge base (also claiming library of responses).
(6) problem answering system: promptly according to client's problem, correct the replying of retrieval returns to the client then from reply knowledge base.Need to prove the present invention does not relate to how from reply knowledge base, retrieving correct replying, and does not therefore deeply say something answering system.Give the answering system that goes wrong at this, just be convenient to statement of the present invention.
Following elder generation introduces multi-level, many labels, polymorphic answer model in detail, and model structure is as shown in Figure 1, is divided into three parts: multi-level answer model, the answer model of many labels and polymorphic answer model.
1, multi-level answer model
Same problem is from different levels, different angles, and it is replied possibly be different.To reply, manage more easily and reply in order to describe more accurately, in the answer model in the present invention, describe from five levels respectively, different replying so that better meet client's demand is provided.
11, reply the timeliness layer: describe replying from the dimension of time, much replied life cycle, can reply in time one and limit, make it effective in a period of time, the different time section, replying can be different.
Replying the timeliness layer is divided into: period, date, week, month, season, effectively permanent, wherein:
1) period: be meant that a period of time section is effectively interior, as: 8:00 to 18:00;
2) date: be meant in a period of time of one day to one day effectively, as: July 1 was to July 20;
3) week: it is effective what day is meant, as: Saturday, Sun., working day, weekend;
4) month: be meant several months effectively, as: February, March;
5) season: be meant that which effective in season, as: the first quarter;
6) effectively permanent: be meant not restriction date of expiration, for replying the default value of timeliness, promptly replying the keeper does not have under the situation of special declaration " effectively permanent ", and all replying all is effectively permanent.
12, customers' layer: describe replying from client's dimension, can specify only to reply to certain services for the clients groups.The client can be from different groups, as: normal client, VIP client etc.So replying of same problem for different customers, hopes that replying of acquisition can be different.
13, electronic channel layer: describe replying from the dimension of communication mode, the difference of communication mode, different to requiring of replying, so reply also different.For example, for the problem from the note channel, the number of words of having replied that need return limits, and needs precise and to the point.And from the note of website channel, then be accurately abundant to the requirement of replying, the client can be concerned about that replying relevant some with this replys, and also can require information such as picture, the form of replying is more various.Electronic channel comprises note, website, Fetion, BBS, WAP, Email etc.
14, format problem layer: for making things convenient for the client, the present invention allows the client to ask a question with certain form.On the other hand, because possibly there is format error in the problem that the client proposes, the problem that therefore client is proposed need provide two kinds and reply: one is the format problem to correct format, and another is the format problem to format error.Therefore for example: client's input problem is: " Beijing～maintenance station, Hewlett-Packard Zhong Guan-cun ", correct format provides the information such as address, phone of maintenance station, Hewlett-Packard Zhong Guan-cun.If client's format problem is " maintenance station, Beijing Hewlett-Packard Zhong Guan-cun ", then can remind the client, for example provide and reply that " your input is wrong.Please use following form ' city～enterprise name ' ".(following step 50 will be done further explanation to form problem layer.)
15, response content layer: the particular content of replying is many labels, polymorphic replying, referring to following the answer model of many labels " 2, " and " 3, polymorphic answer model ".
2, the answer model of many labels
For replying the restriction that increases label, further spell out this service condition of replying and applied environment, label comprises:
21, region label: can add the region label for replying, specify this to reply to be to certain or certain several regions effective.The region label is divided into: continent, country, province, city, county, township, town.
22, environmental labels: the problem answering system generally can depend on current internal environment and external environment condition when replying customer issue.In the present invention; Whether " internal environment " refers to problem answering system itself busy; When the problem answering system is busy; Possibly need to postpone a period of time (as 5 minutes) to replying of replying of client, and this delay possibly be that the client is unacceptable, therefore need the problem answering system earlier to the client return and be similar to " you are good! Your problem present.Because system is busy, possibly need to postpone a period of time.We deeply feel sorry.A use of thank you! ".Just example given here is specifically replied any content, and it is fixed to come according to concrete application, therefore needs to give to reply the keeper and provide and reply editor module accordingly." external environment condition " refers to what reply to the client and replys, and relates to guiding client and other system (being called the third party system) and carries out alternately.For example, client's problem is " how opening Web bank ", and what the problem answering system was replied replys to " you are good! Please edit ' KTWSYH ' and perhaps ' open Web bank ', send to port 9558810.A use of thank you! ".After the client receives above-mentioned replying, possibly send instructions to 9558810 according to the indication in replying at once.If bank system of web is in malfunction, perhaps be in busy state, the problem answering system should provide a kind of replying in addition, as " you are good! Please edit ' KTWSYH ' and perhaps ' open Web bank ', send to port 9558810.Because the bank system of web fault woulds you please mutual with bank system of web more after a while.A use of thank you! ".Certainly, above-mentioned also is exemplary answer.In the application of reality, need to give and to reply the keeper and provide and reply editor module accordingly.
3, polymorphic answer model
The particular content of replying is polymorphic, so that editor and management.Specifically can be divided into: pure words is replied, parametrization is replied, professional reference order is replied, shuffling is replied.
31, pure words is replied: the particular content of replying is replying of common language, and response content is changeless.
32, parametrization is replied: the particular content of replying can embed parameterized template, replys with the form editor who replys template.System can reply to this client's definite natural language by replying the template generation automatically according to the problem of specific client, replys thereby need not edit each seriatim, saves the time that editorial management is replied.Preferably, used parameterized template after, need to upgrade when replying; And the particular content that upgrades is during from some parameterized template; The value that only needs directly to change parameterized template gets final product, because the title of parameterized template does not change, is need not revise to reply template; And all have used replying also of this parameterized template all to change accordingly, can save edit session like this, reduce and safeguard step.
Common embeddable parameterized template comprises:
1) URL address:, promptly can let system automatically in response content, embed a URL address through replying the title that embeds a URL address in the template.The URL address comprises WWW network address and WAP network address.
A ') WWW network address: be the title of a concrete WWW network address, represent the WWW address, as: WWW network address title: " Sohu ", WWW network address value: " www.sohu.com ".Though concrete network address may change, as long as WWW network address title does not become, all have used the template of replying of this WWW network address title not need to change.
B ') WAP network address: be the title of a concrete WAP network address, represent the WAP address, as: WAP network address title: " Sohu ", WAP network address value: " wap.sohu.com ".
2) third party's system directive: can in replying, embed the instruction of a third party system, as, open Web bank (KTWSYH), report the loss credit card (GSXYK).
3) Customer ID: current enquirement client's ID, as, client's login name, client's cell-phone number or the like.
4) region: the region name at current enquirement client place, as, Beijing, Shanghai etc.
5) class of service: the class of service of the service that current enquirement client's problem belongs to, as: golden sunflower credit card.
6) data field: can in replying, embed the content of correspondence of the field uploading in the data file to be comprised.In the file of being uploaded, inquire corresponding record according to Customer ID, take out the value of respective field, insert and reply in the template.
7) service order field: can embed the pairing value of field that comprises in the service order file of being uploaded.
8) empty template: null message, the template that promptly need not give client's echo reply.
33, professional reference order is replied: hereinafter is also claimed professional reference order.This replys an instruction into the third party system; The problem answering system will replace the client to trigger the third party system; And the third party system is passed in above-mentioned instruction; So just equal to find the corresponding business system, and it is directly mutual to guide client and the operation system that finds to carry out, and obtains for information about or service to the client.
34, shuffling is replied: be that pure words, parametrization, three kinds of mixing of replying of professional reference order.Comprise: pure words+professional reference order is replied and parametrization+professional reference order is replied.
1) pure words+professional reference order is replied: will return the pure words of being edited to the client and reply, and trigger the third party system, and accomplish appointed function by the third party system.
2) parametrization+professional reference order is replied: will return the parametrization of being edited to the client and reply the natural language that template generates and reply, and trigger the third party system, and accomplish appointed function by the third party system.
On the basis of multi-level, many labels, polymorphic templating answer model, introduce the management system of replying of the present invention below, Fig. 2 is the structural representation that management system is replied in a kind of multi-level, many label of the present invention, polymorphic templating.Said system comprises: reply timeliness maintenance module 1, customers' maintenance module 2, electronic channel maintenance module 3, service order maintenance module 4, environmental labels maintenance module 5, region label maintenance module 6, parameter maintenance module 7, response content maintenance module 8.
Introduce each module below in detail.
Reply timeliness maintenance module 1, reply the keeper and safeguard the timeliness layer of replying, when effective select this to reply, and timeliness can be selected period, date, week, month, season, effectively permanent, and can make up this several kinds of timeliness.As: the period has been selected " 8:00 to 18:00 "; Date has been selected " June 1 was to July 30 " simultaneously; And selected week to be " Monday, Tu., Wednesday, Thursday, Friday "; Then comprehensive selected three timeliness, the implication of expression are " Monday weekly, two, three, four in June 1 to July 30, five 8:00 to 18:00 effective ".
Customers' maintenance module 2 is replied the keeper and is safeguarded this and reply pairing customers layer, the customers' classification under selecting to reply.Can select " all clients ", " customers ", " outside the customers ", and can be to the selected operation of making amendment, deleting." all clients ": promptly refer to for all clients all effective; " customers ": can select customers' file of having uploaded, perhaps upload customers' file again, specify effective to all clients that comprise in this document; " outside the customers ": after selecting the customers of certain, all clients that specify in outside these customers are effective.
Electronic channel maintenance module 3 is replied the keeper and is safeguarded the electronic channel layer of replying, and can select this to reply pairing electronic channel, can select note, website, Fetion, BBS, WAP, Email etc.
Service order maintenance module 4; Replying the keeper and safeguard the service order of the format problem layer reply, whether with service order relevant, relevant with service order as if having selected if can select this to reply; Then need upload the pairing file of relevant service order; And it is relevant with which field in the service order file of uploading to set this problem of replying, so that system matees according to selected field and problem, returns accordingly and replys.
Environmental labels maintenance module 5; Reply the keeper and safeguard the environmental labels of replying; Can select this to reply to be down, thereby spell out the concrete applied environment that this is replied to which kind of business service state, as: be that service to the third party system is the replying of state of pass.
Region label maintenance module 6 is replied the keeper and is safeguarded the region label reply, and can select this to reply to be to which region is effectively, thereby spells out the region service condition that this is replied.
WWW network address maintenance module 71 is used for the maintenance that the title of WWW network address and concrete network address value are increased, delete and/or revise.
WAP network address maintenance module 72 is used for the maintenance that the title of WAP network address and concrete network address value are increased, delete and/or revise.
The third party instructs maintenance module 73, is used for the maintenance that the title of third party's instruction and concrete command value are increased, delete and/or revise.
Response content maintenance module 8 is replied the keeper and is safeguarded the response content layer, selected a kind of concrete form of replying, and the parameterized template that utilizes parameter maintenance module 7 to define is edited maintenance to response content.The form of replying comprises: pure words is replied, parametrization is replied, professional reference order is replied with shuffling and replied (pure words+professional reference order is replied and parametrization+professional reference order is replied).System will automatically generate with this client corresponding natural language of asking a question and reply according to the defined template of replying.
Wherein, It is separate replying timeliness maintenance module 1, customers' maintenance module 2, electronic channel maintenance module 3, service order maintenance module 4, environmental labels maintenance module 5, region label maintenance module 6, response content maintenance module 8; These seven modules all are to describe one from each level, all angles to reply; Limiting one from the service condition of replying and applied environment replys; All be an ingredient of replying, make a descriptor of replying accurate more, thereby guaranteed to provide well-determined one to reply each particular problem that each particular customer proposes.
Reply management system corresponding to a kind of multi-level, many label of the present invention, polymorphic parametrization, the management method of this system also is provided.Fig. 3 is the process flow diagram that a kind of multi-level, many label of the present invention, polymorphic parametrization are replied the management method of management system, and of Fig. 3, said method comprises the following steps:
When replying the keeper editor being replied particular content the maintenance that increases, delete and/or revise of all parameterized templates that will use, use to offer step 80.Comprised for 3 steps, as follows:
There is not strict ordinal relation between step 11, step 12, the step 13.
When parameterized template is safeguarded, but one or more in the execution in step 11, step 12, step 13.
During the maintenance parameters template, need the uniqueness of the title of assurance parameterized template, system can point out for the title that repeats automatically.
Step 20 is replied the keeper and is safeguarded replying the timeliness layer, selects the effectual time of replying;
Replying the keeper increases, deletes and/or revise the maintenance of timeliness to replying the timeliness layer, and simultaneity factor need be verified whether effective conflict, the replying under same hierarchical structure of each problem, and the timeliness of replying can not be conflicted.As; Problem Q is A1 replying of 9:00 to 18:00, and problem Q is A2 replying of 16:00 to 22:00, replys A1 and A2 for these 2 and has the timeliness conflict at the timeliness layer; Section effective time of A1 and A2 has overlapping at 16:00 to 18:00, need avoid such timeliness conflict.
Step 30 is replied the keeper customers' layer is safeguarded, the customers' classification under selecting to reply;
Reply the maintenance that the keeper increases, deletes and/or revise the customers of replying, can select " all clients ", " customers ", " outside the customers ".The process flow diagram that wherein increases new customers' method is seen Fig. 4.Comprised for 3 steps, carry out as follows in order:
Customers' file that will include a collection of Customer ID uploads to system;
Read the value of each field of customers' file of uploading, generate customers' table;
Simultaneously, system need verify customers' conflict, and same problem each customers of replying on same hierarchical structure can not intersect, and each customers can not be overlapping, and a Customer ID can not belong to a plurality of customers simultaneously.
Step 40 is replied the keeper electronic channel layer is safeguarded, selects to reply pairing electronic channel;
Step 50 is replied the keeper service order is safeguarded, the correlativity with service order is replied in selection;
Reply the maintenance that the keeper increases, deletes and/or revise the service order of replying, promptly replying the keeper, can to select this to reply relevant with service order, still irrelevant.If relevant, safeguard that then processing flow chart is as shown in Figure 5 with service order.Step comprised for 4 steps, carried out as follows in order:
There is the file of service order to upload to system protection;
Read the value of each field of the service order file of uploading, generate the service order table;
The field of selection and setting and corresponding format problem coupling from professional instruction list.
What submit to as the client is the format problem, with the corresponding service instruction to carry out the matching treatment flow process as shown in Figure 6.Step comprised for 3 steps, carried out as follows in order:
Step 55 is mated the field that sets in format problem and the pairing service order table;
After the format problem that the client is carried is disassembled according to form, before search coupling in the value of respective field of the service order table that sets of step 54;
If can find corresponding value, then return corresponding replying when mating successfully;
If can not find corresponding value, corresponding replying when then returning the coupling failure.
Bright with a concrete as an exampleBSEMGVR takeN-PSVSEMOBJ below.
Service order table 1 is following:
Table 1
| Sequence number | The city | The maintenance station | The | Phone | |
| 1 | Beijing | Maintenance station, Hewlett-Packard Zhong Guan-cun | The good Etown B105 of Haidian District Beijing ancient cooking vessel | 010-62813725 | |
| 2 | Beijing | Maintenance station, Dell Zhong Guan-cun | Haidian District Beijing sea otter Etown 1305 | 010-62452234 | |
| 3 | Shanghai | Hewlett-Packard's Beijing Road maintenace point | No. 329, Shanghai Beijing Road | 020-32345232 |
In step 54, setting with the field of format problem coupling is: city～maintenance station;
The format problem that the client proposes is: Beijing～maintenance station, Hewlett-Packard Zhong Guan-cun;
In step 55, search disassembling in " Beijing " that the format problem obtains and " maintenance station, Hewlett-Packard Zhong Guan-cun " field in service order table 1 " city " and " maintenance station ";
In step 56, find the record 1 of coupling, then return replying of editting earlier of the successful current events of coupling.
Replying the keeper can increase the environmental labels that this is replied, and can select this to reply and be under being " open mode " at the business service status switch, still be directed against under " closed condition "; It is irrelevant perhaps to select this to reply with the business service status switch.
Reply the maintenance that the keeper increases, deletes and/or revise the region label of replying; Can reply for this and select 1 or a plurality of regions; The region label that the difference of same problem of while is replied under same hierarchical structure can not conflict, and promptly same region label can not appear in different the replying.
Reply the maintenance that the keeper increases, deletes and/or revise response content, the reply form of same problem under same hierarchical structure is unique.Reply the selected a kind of concrete form of replying of keeper, and the parameterized template that utilizes step 10 to safeguard is edited maintenance to response content.
Specifically comprised for 5 steps, according to selected concrete form of replying, select corresponding concrete steps for use, step is following:
Concrete professional switching flow process is as shown in Figure 7, specifically comprises for 4 steps.
Carry out as follows in order:
The invention provides a kind of support client and professional multifarious multi-level, many label, polymorphic management method and the system replied.The present invention has defined multi-level, many labels, polymorphic answer model; Replying the keeper to edit replying accurately through five levels; Utilize label to come the service condition and the environment of replying are limited, and polymorphic management method and the system replied is provided.Through this method and system, reply that the keeper can safeguard apace, inquiry response, and can utilize systemic-function dynamic organization natural language form to reply, save the time that editorial management is replied, reduce and safeguard the cost of replying.
Certainly; The present invention also can have other various embodiments; Under the situation that does not deviate from spirit of the present invention and essence thereof; Those of ordinary skill in the art work as can make various corresponding changes and distortion according to the present invention, but these corresponding changes and distortion all should belong to the protection domain of the appended claim of the present invention.
Claims (25)
1. support client and the professional multifarious management method of replying for one kind, it is characterized in that replying is multi-level, many labels, polymorphic, comprising:
Step 1 is safeguarded the timeliness layer of replying, and selects the effectual time of replying;
Step 2 is safeguarded customers' layer of replying, the customers' classification under selecting to reply;
Step 3 is safeguarded the electronic channel layer of replying, and selects to reply pairing electronic channel;
Step 4, the service order of the format problem layer that maintenance is replied, the correlativity with service order is replied in selection;
Step 5 is safeguarded the environmental labels of replying, and selects to reply the business service state that is directed against;
Step 6 is safeguarded the region label of replying, and selects to reply the effective coverage that is directed against;
Step 7 is safeguarded parameterized template;
Step 8 is safeguarded the response content layer, the form that selection is replied, and utilize said parameterized template that response content is safeguarded.
2. support client according to claim 1 and the professional multifarious management method of replying is characterized in that,
In the said step 1, comprising:
Through the timeliness layer of replying being increased, deletes and/or revise and safeguard the timeliness reply, and make the replying under same hierarchical structure of each problem, the timeliness of replying can not be conflicted.
3. support client according to claim 1 and 2 and the professional multifarious management method of replying is characterized in that,
In the said step 2, comprising:
Customers to replying increase, delete and/or revise maintenance, and selecting customers is outside all clients, customers or the customers, and same problem each customers of replying on same hierarchical structure can not be intersected, and each customers can not be overlapping.
4. support client according to claim 3 and the professional multifarious management method of replying is characterized in that,
In the said step 2, the said step that the customers of replying are increased comprises:
Customers' file that will include Customer ID uploads to system;
Read the value of each field of customers' file of uploading, generate customers' table;
The table name of the customers' table that generates is inserted in customers' list of file names of system.
5. according to claim 1,2 or 4 described support clients and the professional multifarious management method of replying, it is characterized in that,
In the said step 4, comprising:
Through the service order of replying being increased, deletes and/or revising maintenance, select to reply relevant or have nothing to do with service order.
6. support client according to claim 5 and the professional multifarious management method of replying is characterized in that,
In the said step 4, when selecting to reply when relevant with service order, the step that the service order of replying is safeguarded comprises:
The file that will include said service order uploads to system;
Read the value of each field in the file of uploading, generate the service order table;
The table name of said service order table is inserted in the service order list of file names of system;
The field of selection and setting and corresponding format problem coupling from said service order table.
7. support client according to claim 6 and the professional multifarious management method of replying is characterized in that,
In the said step 4, when the problem that provides as the client was the format problem, the step of mating with the corresponding business instruction comprised:
The field of setting in said format problem and the corresponding business instruction list is mated;
If mate successfully, then return corresponding replying when mating successfully, if the coupling failure, corresponding replying when then returning the coupling failure.
8. according to claim 1,2,4,6 or 7 described support clients and the professional multifarious management method of replying, it is characterized in that,
In the said step 5, comprising:
Increase the environmental labels reply, or to select to reply be to be replying under open mode or the closed condition to a business service state, or select to reply and be and the business service status switch is irrelevant replys.
9. according to claim 1,2,4,6 or 7 described support clients and the professional multifarious management method of replying, it is characterized in that,
In the said step 6, comprising:
The region label of replying is increased, deletes and/or revises maintenance, select one or more regions label, and the region label that the difference of same problem is replied under same hierarchical structure can not conflict for replying.
10. according to claim 1,2,4,6 or 7 described support clients and the professional multifarious management method of replying, it is characterized in that,
In the said step 7, comprising:
Title and value to parameterized template increase, delete and/or revise and safeguard said parameterized template.
11. support client according to claim 10 and the professional multifarious management method of replying is characterized in that,
In the said step 7, comprising:
The maintenance that the title and the network address value of WWW network address increased, deletes and/or revise; And/or
The maintenance that the title and the network address value of WAP network address increased, deletes and/or revise; And/or
The maintenance that title and the command value that the third party is instructed increases, deletes and/or revise.
12. according to claim 1,2,4,6,7 or 11 described support clients and the professional multifarious management method of replying, it is characterized in that,
In the said step 8, comprising:
Response content is increased, deletes and/or revises maintenance, and to make the reply form of same problem under same hierarchical structure be unique.
13. support client according to claim 12 and the professional multifarious management method of replying is characterized in that,
In the said step 8, comprising:
According to the selected form of replying, to pure words reply, parametrization is replied, professional reference order is replied, pure words+professional reference order is replied, parametrization+professional reference order in replying replys and safeguards.
14. support client according to claim 13 and the professional multifarious management system of replying is characterized in that,
In the said step 8, when the selected form of replying is a professional reference order when replying, professional switching step comprises:
Title according to said third party's instruction finds service order word and parameter;
Said parameter is replaced with occurrence, generate professional reference order;
The asynchronous instruction that triggers the third party system is carried out and is handled;
Receive the result that said third party system returns.
15. support client and the professional multifarious management system of replying for one kind, replying is multi-level, many labels, polymorphic, it is characterized in that, comprising:
Reply the timeliness maintenance module, be used to safeguard the timeliness layer of replying, select the effectual time of replying;
Customers' maintenance module is used to safeguard customers' layer of replying, the customers' classification under selecting to reply;
The electronic channel maintenance module is used to safeguard the electronic channel layer of replying, and selects to reply pairing electronic channel;
The service order maintenance module is used to safeguard the service order of the format problem layer of replying, and selects to reply the correlativity with service order;
The environmental labels maintenance module is used to safeguard the environmental labels of replying, and selects to reply the business service state that is directed against;
Region label maintenance module is used to safeguard the region label of replying, and selects to reply the effective coverage that is directed against;
The parameter maintenance module is used for parameterized template is safeguarded;
The response content maintenance module connects said parameter maintenance module, is used to safeguard the response content layer, the form that selection is replied, and utilize said parameterized template that response content is safeguarded.
16. support client according to claim 15 and the professional multifarious management system of replying is characterized in that,
The said timeliness maintenance module of replying is through increasing, delete the timeliness layer of replying and/or revise and safeguard the timeliness reply, and makes the replying under same hierarchical structure of each problem, and the timeliness of replying can not be conflicted.
17. support client according to claim 15 and the professional multifarious management system of replying is characterized in that,
Said customers maintenance module increases, deletes the customers of replying and/or revises maintenance; Selecting customers is outside all clients, customers or the customers; And same problem each customers of replying on same hierarchical structure can not be intersected, each customers can not be overlapping.
18. support client according to claim 15 and the professional multifarious management system of replying is characterized in that,
Said service order maintenance module is selected to reply relevant with service order or have nothing to do through the service order of replying being increased, deletes and/or revising maintenance.
19. according to claim 15,16,17 or 18 described support clients and the professional multifarious management system of replying, it is characterized in that,
The environmental labels that the increase of said environmental labels maintenance module is replied, or to select to reply be to be replying under open mode or the closed condition to a business service state, or select to reply and be and the business service status switch is irrelevant replys.
20. according to claim 15,16,17 or 18 described support clients and the professional multifarious management system of replying, it is characterized in that,
Said region label maintenance module increases, deletes the region label of replying and/or revises maintenance, selects one or more regions label for replying, and the region label that the difference of same problem is replied under same hierarchical structure can not conflict.
21. according to claim 15,16,17 or 18 described support clients and the professional multifarious management system of replying, it is characterized in that,
Said parameter maintenance module increases, deletes through title and value to parameterized template and/or revises and safeguard said parameterized template.
22. support client according to claim 21 and the professional multifarious management system of replying is characterized in that,
Said parameter maintenance module comprises again:
WWW network address maintenance module is used for the maintenance that title and network address value to the WWW network address increase, delete and/or revise; And/or
WAP network address maintenance module is used for the maintenance that title and network address value to the WAP network address increase, delete and/or revise; And/or
The third party instructs maintenance module, is used for the maintenance that title and command value to third party's instruction increase, delete and/or revise.
23. according to claim 15,16,17,18 or 22 described support clients and the professional multifarious management system of replying, it is characterized in that,
Said response content maintenance module increases, deletes response content and/or revises maintenance, and to make the reply form of same problem under same hierarchical structure be unique.
24. according to claim 15,16,17,18 or 22 described support clients and the professional multifarious management system of replying, it is characterized in that,
Said form of replying comprises: pure words is replied, parametrization is replied, professional reference order is replied with shuffling and replied.
25. support client according to claim 24 and the professional multifarious management system of replying is characterized in that,
Said shuffling is replied and comprised: pure words+professional reference order is replied, and parametrization+professional reference order is replied.
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| CN2010102500066A CN102376014A (en) | 2010-08-10 | 2010-08-10 | Response management method supporting diversity of clients and businesses and system thereof |
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| CN108228559A (en) * | 2016-12-22 | 2018-06-29 | 苏宁云商集团股份有限公司 | A kind of human-computer interaction realization method and system for customer service |
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| CN108228559A (en) * | 2016-12-22 | 2018-06-29 | 苏宁云商集团股份有限公司 | A kind of human-computer interaction realization method and system for customer service |
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Application publication date: 20120314 |