CN109145093A - The management method of intelligent customer service knowledge base - Google Patents
The management method of intelligent customer service knowledge base Download PDFInfo
- Publication number
- CN109145093A CN109145093A CN201710455968.7A CN201710455968A CN109145093A CN 109145093 A CN109145093 A CN 109145093A CN 201710455968 A CN201710455968 A CN 201710455968A CN 109145093 A CN109145093 A CN 109145093A
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- knowledge base
- customer service
- intelligent customer
- management method
- user
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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
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- Accounting & Taxation (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Finance (AREA)
- Marketing (AREA)
- Strategic Management (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
Abstract
The present invention relates to a kind of management methods of intelligent customer service knowledge base, it is characterized in that, by the call-information of user's access into after record, Classification Management stores after carrying out operational analysis by computer, the information included regularly is analyzed, newest result list is covered into old result list, computer and network information bank is attached, timely more new knowledge base content.The management method of this intelligent customer service knowledge base can automatically update the knowledge base of intelligent customer service, and it is exactly to provide a knowledge for the knowledge base of intelligent customer service system that user accesses intelligent customer service every time, realize and strangle autonomous update, satisfy the use demand.
Description
Technical field
The present invention relates to intelligent customer service technical field, especially a kind of management method of intelligent customer service knowledge base.
Background technique
Intelligent customer service be the communication between user can quickly be realized by computer-controlled customer service system, and into
The question answer of row user, but the knowledge base of current intelligent customer service needs manually carry out maintenance update, lead to heavy workload,
It cannot satisfy the use demand.
Summary of the invention
In order to overcome deficiency existing for existing intelligent customer service, the present invention provides a kind of management of intelligent customer service knowledge base
Method.
The technical solution adopted by the present invention to solve the technical problems is: a kind of management method of intelligent customer service knowledge base,
By the call-information of user's access into after record, Classification Management is stored after carrying out operational analysis by computer, will have been received
The information of record is regularly analyzed, and newest result list is covered old result list, computer and network information bank carries out
It connects, timely more new knowledge base content.
It according to another embodiment of the invention, further comprise talk with every time a problem for user and every
The answer of one problem carries out text editing storage, and the conclusion storage being oriented.
It according to another embodiment of the invention, further comprise being asked according to the data of storage each user's access
Topic answered after targetedly searching.
It according to another embodiment of the invention, further comprise that information matches after analyzing the problem of accessing user
Problem answers provide one or more or multiple similar answers.
It according to another embodiment of the invention, further comprise that user's terminates session to answer later.
The invention has the advantages that the management method of this intelligent customer service knowledge base can automatically update intelligent customer service
Knowledge base, it is exactly to provide a knowledge for the knowledge base of intelligent customer service system that user accesses intelligent customer service every time, realizes and strangles independently
It updates, satisfies the use demand.
Detailed description of the invention
Present invention will be further explained below with reference to the attached drawings and examples.
Fig. 1 is the principle of the present invention block schematic illustration.
Specific embodiment
If Fig. 1 is the principle of the present invention block schematic illustration, a kind of management method of intelligent customer service knowledge base accesses user
Call-information into after record, Classification Management stores after carrying out operational analysis by computer, by the information included into
Row is regularly analyzed, and newest result list is covered old result list, computer and network information bank is attached, timely
More new knowledge base content.
The management method of this intelligent customer service knowledge base, the call-information of the access of each user is recorded, and
And by between the operational analysis of computer, the answer for obtaining the request of user and making then carries out Classification Management storage,
The information in all knowledge bases is regularly analyzed, newest knowledge base information is covered to old knowledge base information, and computer
Can with network connection, by the information of the awareness network industry, and then more new knowledge base.
It according to another embodiment of the invention, further comprise talk with every time a problem for user and every
The answer of one problem carries out text editing storage, and the conclusion storage being oriented.
Text entry is carried out for the communication record of user each time, and sorted generalization stores, and is convenient for subsequent query.
It according to another embodiment of the invention, further comprise being asked according to the data of storage each user's access
Topic answered after targetedly searching.
It according to another embodiment of the invention, further comprise that information matches after analyzing the problem of accessing user
Problem answers provide one or more or multiple similar answers.
Intelligent customer service is analyzed for the information of user's query, then searched out in knowledge base one or more or
The multiple similar answers of person provide user's selection.
It according to another embodiment of the invention, further comprise that user's terminates session to answer later.
After user chooses the answer of needs, terminate session.
Described above to be merely exemplary for the purpose of the present invention, and not restrictive, those of ordinary skill in the art understand,
In the case where not departing from spirit and scope as defined in the appended claims, many modifications, variation or equivalent can be made, but all
It will fall within the scope of protection of the present invention.
Claims (5)
1. a kind of management method of intelligent customer service knowledge base, characterized in that by the call-information of user's access into after record, lead to
It crosses Classification Management after computer carries out operational analysis to store, the information included regularly be analyzed, by newest knot
Fruit list covers old result list, and computer and network information bank is attached, timely more new knowledge base content.
2. the management method of intelligent customer service knowledge base according to claim 1, characterized in that for each dialogue of user
A problem and each problem answer carry out text editing storage, and be oriented conclusion storage.
3. the management method of intelligent customer service knowledge base according to claim 1, characterized in that according to the data of storage to every
The problem of secondary user accesses answer after targetedly searching.
4. the management method of intelligent customer service knowledge base according to claim 1, characterized in that information the problem of accessing user
Matching problem answer after being analyzed provides one or more or multiple similar answers.
5. the management method of intelligent customer service knowledge base according to claim 1, characterized in that user's ties later to answer
Beam session.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710455968.7A CN109145093A (en) | 2017-06-16 | 2017-06-16 | The management method of intelligent customer service knowledge base |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710455968.7A CN109145093A (en) | 2017-06-16 | 2017-06-16 | The management method of intelligent customer service knowledge base |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109145093A true CN109145093A (en) | 2019-01-04 |
Family
ID=64830244
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710455968.7A Pending CN109145093A (en) | 2017-06-16 | 2017-06-16 | The management method of intelligent customer service knowledge base |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN109145093A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116452212A (en) * | 2023-04-24 | 2023-07-18 | 深圳迅销科技股份有限公司 | Intelligent customer service commodity knowledge base information management method and system |
-
2017
- 2017-06-16 CN CN201710455968.7A patent/CN109145093A/en active Pending
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116452212A (en) * | 2023-04-24 | 2023-07-18 | 深圳迅销科技股份有限公司 | Intelligent customer service commodity knowledge base information management method and system |
| CN116452212B (en) * | 2023-04-24 | 2023-10-31 | 深圳迅销科技股份有限公司 | Intelligent customer service commodity knowledge base information management method and system |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20190104 |
|
| WD01 | Invention patent application deemed withdrawn after publication |