CN107731288A - A kind of slow sick customer service system and method for servicing - Google Patents
A kind of slow sick customer service system and method for servicing Download PDFInfo
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- CN107731288A CN107731288A CN201711009066.7A CN201711009066A CN107731288A CN 107731288 A CN107731288 A CN 107731288A CN 201711009066 A CN201711009066 A CN 201711009066A CN 107731288 A CN107731288 A CN 107731288A
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- diagnosis
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- customer service
- voice messaging
- suggestion
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- 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
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- 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
Abstract
The invention discloses a kind of slow sick customer service system and method for servicing, the system to include sound text converter, processing unit, identification device, medical science think tank and business router；Sound text converter is used for the voice messaging for gathering Customer Service Center, and the text information of receiving and processing device, and is sent out voice messaging and text information；Processing unit is used to parse voice messaging to obtain text information；Identification device is used to handle text information to obtain literal phrases；Medical science think tank is used to be retrieved according to literal phrases to obtain retrieval result, and is called according to retrieval result and ask disease guiding doctor guiding interface, to obtain symptom data, and draws diagnosis and treatment suggestion according to symptom data；Its effect is：The voice messaging that can be linked up according to traffic personnel and patient, is provided the medical advice that can refer to for traffic personnel, is suggested accordingly to patient with this, improve the quality of customer service.
Description
Technical field
The present invention relates to field of medical technology, and in particular to a kind of slow sick customer service system and method for servicing.
Background technology
Current client service center's major function used on the market is incoming call and exhalation, and the contact staff of company is potential with its
Client carry out telephone service on communication.It is all that voice interacts that customer service model is unified.
Need persistently to take medicine to it for chronic and habits and customs are tracked and follow-up, farthest control
The generation of complication, the quality of life of patient is ensured, be that medical treatment control takes maximally effective means.When the communication technology is relatively backward
In generation, community service doctor often will such as register one's residence carries out follow-up to patient, for fear of the medical level of Community Doctor is uneven and ground
The limitation of environmental factor is managed, this mode all hardly results in guarantee in promptness and authenticity.
With the development of informationization, the appearance of call center plays the bridge that patient links up with medical service organ, but
In the prior art, associated traffic personnel can only carry out follow-up and registration to the concrete condition of slow disease patient, it is impossible to old according to patient
The concrete condition stated provides corresponding medical advice.
The content of the invention
In order to solve the above problems, the present invention proposes a kind of slow sick customer service system and method for servicing, existing to overcome
The defects of traffic personnel of Customer Service Center can not provide medical advice to patient in technology.
A kind of technical scheme that the present invention takes is：A kind of slow sick customer service system, including sound text converter, processing dress
Put, identification device and medical science think tank；
The sound text converter is used for the voice messaging for gathering Customer Service Center, and receives the text of the processing unit
Word information, and it is sent out the voice messaging and text information；
The processing unit is used to receive the voice messaging, the voice messaging is parsed to obtain the word
Information, and send the text information to the sound text converter；
The identification device is used to receive the text information, the text information is handled short to obtain word
Language, and it is sent out the literal phrases；
The medical science think tank is used to receive the literal phrases, is retrieved according to the literal phrases to obtain retrieval knot
Fruit, and called according to the retrieval result and ask disease guiding doctor guiding interface, to obtain symptom data, and obtained according to the symptom data
Go out diagnosis and treatment suggestion, and be sent out the diagnosis and treatment suggestion.
Preferably, the medical science think tank includes full-text search device, askes disease guiding doctor guidance unit, analysis storehouse, symptom identification
Selector is suggested in device and diagnosis and treatment；
The full-text search device is used to be retrieved according to the literal phrases to obtain retrieval result；
The inquiry disease guiding doctor guidance unit, which is used to be called according to the retrieval result, askes disease guiding doctor guiding interface, and produces and draw
Derivative evidence, and it is sent out the guiding data；
The analysis storehouse is used to receive the guiding data, and the guiding data are handled to obtain symptom data,
And it is sent out the symptom data；
The symptom identification device is used to receive the symptom data, and carries out symptom according to the symptom data and differentiate to obtain
To symptomatic consequence；
The diagnosis and treatment suggest that selector is used to draw diagnosis and treatment suggestion according to the symptomatic consequence, and are sent out the diagnosis and treatment
It is recommended that.
Preferably, the analysis storehouse includes knowledge base and participle logic think tank.
Preferably, the voice messaging includes the voice messaging of medical traffic personnel and the voice messaging of slow disease patient.
Preferably, the diagnosis and treatment suggestion includes medication suggestion, medical advice, habits and customs suggestion and further consultation are changed the place of examination in suggestion
One or more.
Preferably, described a kind of slow sick customer service system, in addition to business router, the business router are used for
The diagnosis and treatment suggestion is received, the diagnosis and treatment suggestion is handled to obtain diagnosis and treatment transactions requests, and please by the diagnosis and treatment affairs
The affairs trigger element for being sent to transaction management system is asked to be triggered.
The another technical solution that the present invention takes is：A kind of slow sick customer service method, methods described include：
The voice messaging of the sound text converter collection Customer Service Center, and receive the word letter of the processing unit
Breath, and it is sent out the voice messaging and text information；
The processing unit receives the voice messaging, the voice messaging is parsed to obtain the word letter
Breath, and send the text information to the sound text converter；
The identification device receives the text information, the text information is handled to obtain literal phrases, and
It is sent out the literal phrases；
The medical science think tank receives the literal phrases, is retrieved according to the literal phrases to obtain retrieval result,
And called according to the retrieval result and ask disease guiding doctor guiding interface, to obtain symptom data, and drawn according to the symptom data
Diagnosis and treatment suggestion, and it is sent out the diagnosis and treatment suggestion；
The business router receives the diagnosis and treatment suggestion, and the diagnosis and treatment suggestion is handled please to obtain diagnosis and treatment affairs
Ask, and the affairs trigger element that the diagnosis and treatment transactions requests are sent to transaction management system is triggered.
Preferably, the medical science think tank specifically includes：
Retrieved according to the literal phrases to obtain retrieval result；
Called according to the retrieval result and ask disease guiding doctor guiding interface, and produce guiding data；
The guiding data are handled to obtain symptom data；
Symptom is carried out according to the symptom data to differentiate to obtain symptomatic consequence；
Diagnosis and treatment suggestion is drawn according to the symptomatic consequence, and is sent out the diagnosis and treatment suggestion.
Preferably, the diagnosis and treatment suggestion includes medication suggestion, medical advice, habits and customs suggestion and further consultation are changed the place of examination in suggestion
One or more.
Using above-mentioned technical proposal, there is advantages below：A kind of slow sick customer service system proposed by the present invention and service
Method, it is converted into text information by the way that the voice messaging of collection is carried out into parsing and the text information is handled, with
To literal phrases, and retrieved according to the literal phrases, call and ask disease guiding doctor and guide interface, to obtain symptom data, and
The corresponding diagnosis and treatment suggestion of patient is drawn according to the symptom data, and is sent out the diagnosis and treatment suggestion；Implement the present invention so that
The voice messaging that can be linked up according to traffic personnel and patient, provides the medical advice that can refer to, with this to trouble for traffic personnel
Person suggests accordingly, improves the quality of customer service.
Brief description of the drawings
Fig. 1 is a kind of structural representation for slow sick customer service system that first embodiment of the invention provides；
Fig. 2 is the structural representation of Fig. 1 traditional Chinese medicine think tank；
Fig. 3 is a kind of structural representation for slow sick customer service system that second embodiment of the invention provides；
Fig. 4 is a kind of method flow schematic diagram of slow sick customer service method provided by the invention.
Embodiment
To make the technical problem to be solved in the present invention, technical scheme and advantage clearer, below in conjunction with accompanying drawing and tool
Body embodiment is described in detail, and description here does not mean that all themes corresponding to the instantiation stated in embodiment
All it refer in the claims.
Shown in reference picture 1, a kind of slow sick customer service system provided by the invention, including sound text converter, processing unit,
Identification device and medical science think tank；
The sound text converter is used for the voice messaging for gathering Customer Service Center, and receives the text of the processing unit
Word information, and it is sent out the voice messaging and text information；
The processing unit is used to receive the voice messaging, the voice messaging is parsed to obtain the word
Information, and send the text information to the sound text converter；
The identification device is used to receive the text information, the text information is handled short to obtain word
Language, and it is sent out the literal phrases；
The medical science think tank is used to receive the literal phrases, is retrieved according to the literal phrases to obtain retrieval knot
Fruit, and called according to the retrieval result and ask disease guiding doctor guiding interface, to obtain symptom data, and obtained according to the symptom data
Go out diagnosis and treatment suggestion, and be sent out the diagnosis and treatment suggestion.
Further, as shown in Fig. 2 the medical science think tank includes full-text search device, askes disease guiding doctor guidance unit, analysis
Selector is suggested in storehouse, symptom identification device and diagnosis and treatment；
The full-text search device is used to be retrieved according to the literal phrases to obtain retrieval result；
The inquiry disease guiding doctor guidance unit, which is used to be called according to the retrieval result, askes disease guiding doctor guiding interface, and produces and draw
Derivative evidence, and it is sent out the guiding data；
The analysis storehouse is used to receive the guiding data, and the guiding data are handled to obtain symptom data,
And it is sent out the symptom data；
The symptom identification device is used to receive the symptom data, and carries out symptom according to the symptom data and differentiate to obtain
To symptomatic consequence；
The diagnosis and treatment suggest that selector is used for the diagnosis and treatment suggestion according to corresponding to being drawn the symptomatic consequence, and are sent out institute
State diagnosis and treatment suggestion.
Further, as shown in Fig. 2 the analysis storehouse includes knowledge base and participle logic think tank；
The knowledge base is used to store chronic disease, chronic disease complication and common disease occurred frequently and its related indication pass
Key glossarial index and the associated medical knowledge content of these indexes, usual settling mode, administrated method, common sympton, just
The information such as examining finger veins south；
The participle logic think tank is used to carry out Chinese and English natural language recognition to the content of medical knowledge base, by even
Continuous character string is reassembled into word sequence according to certain specification, and is stored, and described specification is with group of increasing income
The segmentation methods and mode based on dictionary that part " word participles " component is provided.
Further, the voice messaging includes the voice messaging of medical traffic personnel and the voice messaging of slow disease patient.
Further, the diagnosis and treatment suggestion includes medication suggestion, medical advice, habits and customs suggestion and further consultation are changed the place of examination suggestion
In one or more.
Implement a kind of slow sick customer service system that the embodiment of the present invention is provided, by the way that the voice messaging of collection is carried out
Parsing is converted into text information, and the text information is handled, to obtain literal phrases, and according to the literal phrases
Retrieved, call and ask disease guiding doctor guiding interface, to obtain symptom data, and show that patient is corresponding according to the symptom data
Diagnosis and treatment suggestion, and it is sent out the diagnosis and treatment suggestion；Implement the present invention, enabling the language linked up according to traffic personnel and patient
Message ceases, and provides the medical advice that can refer to for traffic personnel, is suggested accordingly to patient with this, improves the matter of customer service
Amount and the therapeutic effect of patient so that the receiving of patient willingness's active simultaneously coordinates tracking and paid a return visit, and benign is followed so as to reach one
Ring, also accordingly improve the therapeutic effect of patient.
Fig. 3 is refer to, is a kind of structural representation for slow sick customer service system that second embodiment of the invention is provided,
As shown in figure 3, the difference of second embodiment and a kind of slow sick customer service system described in first embodiment is：
Also include business router, the business router is used to receive the diagnosis and treatment suggestion, the diagnosis and treatment are suggested into
The diagnosis and treatment transactions requests are sent to the affairs trigger element of transaction management system by row processing to obtain diagnosis and treatment transactions requests
Triggered.
Implement a kind of slow sick customer service system that the embodiment of the present invention is provided, provide the same of patient medical suggestion
When, according to the actual conditions of patient, by business router, the affairs trigger element of transaction management system can also be triggered, entered
Transaction management system, situations such as inquiring about the history medicining condition of patient, the medicining condition of doctor and further consultation, so as to more
Accurately understand the actual conditions of patient, and then provide more science, reasonable and effective diagnosis and treatment suggestion, help patient to lift phase
The therapeutic effect answered.
Fig. 4 is refer to, is a kind of method flow schematic diagram of slow sick customer service method provided by the present invention, this method
Suitable for system as described above.As shown in figure 4, this method may comprise steps of：
S101, the voice messaging of the sound text converter collection Customer Service Center, and receive the processing unit
Text information, and it is sent out the voice messaging and text information；
Specifically, sound text converter gathers the voice messaging of Call center's exhalation or incoming call, the voice messaging bag in real time
The voice messaging of medical traffic personnel and the voice messaging of slow disease patient are included, and is entered by corresponding interface and the processing unit
Row data interaction, the voice messaging is sent to the processing unit, and by the text information of the processing unit of receiving
It is sent out.
S102, the processing unit receive the voice messaging, the voice messaging parsed to obtain the text
Word information, and send the text information to the sound text converter；
Specifically, voice messaging is resolved to word by processing unit, and in a manner of data flow, it is constantly that analysis result is anti-
Feedback meeting sound text converter, and it is decomposed into paragraph.
S103, the identification device receive the text information, the text information handled short to obtain word
Language, and it is sent out the literal phrases；
Specifically, identification device receives the whole section of word from sound text conversion, semantic cutting is carried out, by the word after cutting
Phrase push returns to medical science think tank.
S104, the medical science think tank receive the literal phrases, retrieved according to the literal phrases to be retrieved
As a result, and according to the retrieval result call and ask disease guiding doctor guiding interface, to obtain symptom data, and according to the symptom data
Diagnosis and treatment suggestion is drawn, and is sent out the diagnosis and treatment suggestion；
Specifically, medical science think tank possesses the search function of literal phrases, the rope that the literal phrases received are created at it
Draw in database, matched, matching result may be multinomial, each single item, then according to result matching degree sort, by greatly to
It is small to return to the result set of all kinds of possible symptom datas, and result is sent out.
S105, the business router receive the diagnosis and treatment suggestion, the diagnosis and treatment suggestion are handled to obtain diagnosis and treatment
Transactions requests, and the affairs trigger element that the diagnosis and treatment transactions requests are sent to transaction management system is triggered.
Specifically, after business router obtains diagnosis and treatment suggestion, by built-in routing rule, according to the data of diagnosis and treatment suggestion
Feature, the response diagnosis and treatment Transaction Service of triggering, described routing rule, it is the regular dictionary library by key word index.Described
The data characteristics of diagnosis and treatment suggestion, suggest the key attribute of rule for mark diagnosis and treatment, by the key attribute of data characteristics and
The key word index of routing rule matches, and finds corresponding transaction services, and triggers the execution of service.
Further, the step S104 is specifically included：Retrieved according to the literal phrases to obtain retrieval result；
Called according to the retrieval result and ask disease guiding doctor guiding interface, and produce guiding data；
The guiding data are handled to obtain symptom data；
Symptom is carried out according to the symptom data to differentiate to obtain symptomatic consequence；
The diagnosis and treatment suggestion according to corresponding to being drawn the symptomatic consequence, and it is sent out the diagnosis and treatment suggestion.
Further, the diagnosis and treatment suggestion includes medication suggestion, medical advice, habits and customs suggestion and further consultation are changed the place of examination suggestion
In one or more.
Finally it should be noted that foregoing description is the preferred embodiments of the present invention, one of ordinary skill in the art exists
Under the enlightenment of the present invention, on the premise of without prejudice to present inventive concept and claim, expression as multiple types can be made, this
The conversion of sample is each fallen within protection scope of the present invention.
Claims (9)
1. a kind of slow sick customer service system, it is characterised in that including sound text converter, processing unit, identification device and medical science
Think tank；
The sound text converter is used for the voice messaging for gathering Customer Service Center, and receives the word letter of the processing unit
Breath, and it is sent out the voice messaging and text information；
The processing unit is used to receive the voice messaging, the voice messaging is parsed to obtain the word letter
Breath, and send the text information to the sound text converter；
The identification device is used to receive the text information, the text information is handled to obtain literal phrases, and
It is sent out the literal phrases；
The medical science think tank is used to receive the literal phrases, is retrieved according to the literal phrases to obtain retrieval result,
And called according to the retrieval result and ask disease guiding doctor guiding interface, to obtain symptom data, and drawn according to the symptom data
Diagnosis and treatment suggestion, and it is sent out the diagnosis and treatment suggestion.
2. a kind of slow sick customer service system according to claim 1, it is characterised in that the medical science think tank is included in full
Retrieve device, ask disease guiding doctor guidance unit, analysis storehouse, symptom identification device and diagnosis and treatment suggestion selector；
The full-text search device is used to be retrieved according to the literal phrases to obtain retrieval result；
The inquiry disease guiding doctor guidance unit, which is used to be called according to the retrieval result, askes disease guiding doctor guiding interface, and produces guiding number
According to, and it is sent out the guiding data；
The analysis storehouse is used to receive the guiding data, and the guiding data are handled to obtain symptom data, and to
It is outer to send the symptom data；
The symptom identification device is used to receive the symptom data, and carries out symptom according to the symptom data and differentiate to obtain disease
Shape result；
The diagnosis and treatment suggest that selector is used to draw diagnosis and treatment suggestion according to the symptomatic consequence, and are sent out the diagnosis and treatment and build
View.
3. a kind of slow sick customer service system according to claim 2, it is characterised in that the analysis storehouse includes knowledge base
With participle logic think tank.
4. a kind of slow sick customer service system according to claim 3, it is characterised in that the voice messaging includes medical treatment
The voice messaging of traffic personnel and the voice messaging of slow disease patient.
5. a kind of slow sick customer service system according to claim 4, it is characterised in that the diagnosis and treatment suggestion includes medication
It is recommended that, the one or more changed the place of examination in suggestion of medical advice, habits and customs suggestion and further consultation.
6. a kind of slow sick customer service system according to claim 5, it is characterised in that also including business router, institute
State business router to be used to receive the diagnosis and treatment suggestion, the diagnosis and treatment suggestion is handled to obtain diagnosis and treatment transactions requests, and
The affairs trigger element that the diagnosis and treatment transactions requests are sent to transaction management system is triggered.
A kind of 7. slow sick customer service method, suitable for a kind of slow sick customer service as any one of claim 1-6
System, it is characterised in that methods described includes：
The voice messaging of the sound text converter collection Customer Service Center, and the text information of the processing unit is received,
And it is sent out the voice messaging and text information；
The processing unit receives the voice messaging, the voice messaging is parsed to obtain the text information, and
Send the text information to the sound text converter；
The identification device receives the text information, the text information is handled to obtain literal phrases, and outwards
Send the literal phrases；
The medical science think tank receives the literal phrases, is retrieved according to the literal phrases to obtain retrieval result, and root
Called according to the retrieval result and ask disease guiding doctor guiding interface, to obtain symptom data, and diagnosis and treatment are drawn according to the symptom data
It is recommended that and it is sent out the diagnosis and treatment suggestion；
The business router receives the diagnosis and treatment suggestion, and the diagnosis and treatment suggestion is handled to obtain diagnosis and treatment transactions requests,
And the affairs trigger element that the diagnosis and treatment transactions requests are sent to transaction management system is triggered.
8. a kind of slow sick customer service method according to claim 7, it is characterised in that the medical science think tank specifically wraps
Include：
Retrieved according to the literal phrases to obtain retrieval result；
Called according to the retrieval result and ask disease guiding doctor guiding interface, and produce guiding data；
The guiding data are handled to obtain symptom data；
Symptom is carried out according to the symptom data to differentiate to obtain symptomatic consequence；
Diagnosis and treatment suggestion is drawn according to the symptomatic consequence, and is sent out the diagnosis and treatment suggestion.
9. a kind of slow sick customer service method according to claim 8, it is characterised in that the diagnosis and treatment suggestion includes medication
It is recommended that, the one or more changed the place of examination in suggestion of medical advice, habits and customs suggestion and further consultation.
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