KR20100125630A - Customer service system for on-line service, and method of acquiring category information of user's question for processing customer service - Google Patents

Abstract

PURPOSE: A question/reply processing system for an online service and a category information acquisition method for processing questions/replies are provided to create user FAQ information and to reduce the number of questions requiring the replies of manager, thereby accurately grasping a category about the questions. CONSTITUTION: A question input unit(21) processes to enable a user to input a question through a question input user interface. A FQA DB(22) stores and maintains FAQ information. If a question is inputted through a question input unit, a FQA selector(23) selects recommended target FQA items related to the question. A FQA recommending unit(24) provides the selected recommended target FQA item to a user who inputted the question.

Description

Customer Service System for On-Line Service, and Method of Acquiring Category Information of User's Question for Processing Customer Service}

The present invention relates to a question / answer processing system for an online service and a category information acquisition method for question / answer processing, and more particularly, to an online service system that provides various services through a communication network such as a game, a portal, a shopping, and a broadcast. This is to make the process of receiving and responding to questions from customers using the service faster and more efficiently.

With the development of communication networks and computer technologies, various types of online services such as games, portals, shopping, and broadcasting are being provided.

In the online service, as a support method that can respond to inquiries or inconveniences of users, administrators directly answer users' questions and use Frequently Asked Questions (FAQ) information.

FAQ information refers to information that administrators have pre-filled about things that can be applied to each user. FAQ information is often written in the form of questions / answers. Frequently asked questions can be solved through FAQ information, but general users tend to contact the administrator directly rather than using the FAQ information.

On the other hand, since the question / answer service is a one-to-one answer to the questions of each user by the administrator, it is necessary for the online service provider to continuously invest a lot of money and manpower.

In particular, when the number of customer consultations increases due to the launch of a new service, the burden of the question / answer service increases, which may result in a problem that delays the answer.

Therefore, there is a demand for an effective way to reduce the burden of question / answer work while responding quickly to the needs of users.

Accordingly, the present invention has been made in order to meet the above necessity, a question / answer processing system for an online service that can reduce the number of questions requiring an administrator's answer using FAQ information, and a question regarding a user's question. It is an object of the present invention to provide a method of obtaining category information for question / answer processing so that a category can be accurately identified so that a task of delivering a corresponding question to a manager can be more effectively performed.

In order to achieve the above object, the question / answer processing system for the online service according to the present invention receives a question from each user with respect to a predetermined online service made through a communication network, and enables the administrator to answer it. A question input unit for allowing a user to input a question through a user interface for inputting a question; A FAQ database for storing and maintaining FAQ information; A FAQ selection unit for selecting one or more recommendation target FAQ items related to the question from the FAQ database when a question is input through the question input unit; And a FAQ recommendation unit for providing a recommendation target FAQ item selected by the FAQ selecting unit to a user who inputs a corresponding question so that the user can check FAQ information related to his or her question.

The user interface for inputting a question may be configured to display a question title input box and a question content input box separately.

Such an embodiment may be configured to provide a recommendation target FAQ item for a corresponding question title when the question title is input in the question title input box.

In addition, at least one keyword may be set in each FAQ item of the FAQ database, and the FAQ selector may be configured to compare the keywords extracted from the question with the keywords set in the respective FAQ items to select a recommendation target FAQ item. have.

Meanwhile, in the method of obtaining category information for question / answer processing according to the present invention, an online service system that provides a predetermined online service through a communication network may acquire accurate category information to which the question belongs while a user inputs a question. To help.

The present invention comprises the steps of setting and maintaining a plurality of categories and one or more keywords for each category related to the expected question; Extracting a keyword from the input question when the user inputs the question; Selecting one or more recommended target categories related to the question by comparing the extracted keywords with keywords set in the respective categories; And providing the selected recommendation target category to a user who inputs the question to select a category to which the question belongs.

The selecting of the recommendation target category may be configured to manage the number of times each category is selected as the recommendation target.

In this embodiment, the step of providing the selected recommendation target category to the user who inputs the corresponding question may be configured to provide the sorted order in the order of category with the greatest number of selection.

According to the present invention, users can easily check various FAQ information related to their questions without having to search for FAQ information directly. As a result, the user's needs are resolved during the question process, which reduces the customer's requirement to reach the administrator's answer.

In particular, when a user enters a question and inputs the title and the content separately, and recommends the FAQ information based on the first input title, the probability of recommending the FAQ information including the information that the user wants to know increases.

In addition, if there are managers or departments in charge of answering according to the type and nature of the question that the user inputs, the question category can be accurately determined during the question input process, so the task of distributing the user's question to the manager is accurate. Can be done quickly.

This enables us to respond quickly to customer questions and reduce the workload associated with question / answer processing.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

Referring to FIG. 1, the users 11 may use an online service system using a computer terminal having various types and capabilities, such as a personal computer (PC) as well as a mobile phone or a personal digital assistant (PDA). Use the services provided by 15).

The online service system 15 may provide a service through various types of communication networks 13 such as a wired internet network, a wireless internet network, and a mobile communication network, and the services provided by the online service system 15 may be a game service or a shopping mall service. , Portal services, broadcasting services, etc., there are no restrictions on the type and content.

In particular, the online service system 15 interworks with a question / answer processing system 17 that receives questions from users 11 regarding the services they provide and enables the manager 19 to answer them.

Questions from users are addressed for a variety of purposes and reasons, such as resolving questions about how to use the online service, consulting grievances, and reporting other users who use the online service in an illegal manner.

Therefore, the question / answer service provided by the question / answer processing system 17 includes not only a general Q / A (Question / Answer) service but also all services in the form of a user's question and an administrator's answer such as a complaint processing service.

In addition, the question / answer processing system 17 may provide a search service for Frequently Asked Questions (FAQ) previously prepared by an administrator regarding matters commonly related to each user.

2, an embodiment of a question / answer processing system 17 for an online service according to the present invention will be described.

The question input unit 21 serves to receive a question from the user 11-1 by providing a user interface for inputting a question to a user 11-1 who wants to ask a question.

3 shows an example of a user interface 30 for inputting a question, and a user inputs a question title and a question content into a question title input box 31 and a question content input box 32, respectively, and clicks the send button 33. The question may be canceled by completing the question input or by clicking the cancel button 34.

3 is only an example to help understand the description, and the user interface for inputting a question may be variously configured as necessary. In addition, various functions may be implemented in the user interface for inputting a question such as allowing a user to select a question category to which the question belongs, or to set an e-mail address to receive an answer.

The user's question may be made on a web or through a screen provided by a computer program (eg, a game client) installed on a user's computer in connection with an online service.

The FAQ database 22 stores and maintains various FAQ information.

When the user's question is input through the question input unit 21, the FAQ selecting unit 23 selects one or more recommended FAQ items related to the question from the FAQ database 22.

In this case, one or more keywords may be set in each FAQ item of the FAQ database 22 as a method for facilitating the FAQ selecting unit 23 to search the FAQ item related to the user's question.

Referring to FIG. 4, each FAQ item of the FAQ database 22 includes a field in which a title is stored, a field in which a body for the FAQ is stored, and a field in which one or more keywords set for the FAQ item are stored. Can be.

The FAQ selecting unit 23 extracts a keyword from a question input through the question input unit 21, compares the extracted keyword with a keyword set in each FAQ item, and matches a predetermined number (eg, one). ), You can select the relevant FAQ item as the recommended FAQ item.

An example of a detailed process of selecting a FAQ item to be recommended by the FAQ selecting unit 23 will be described with reference to FIG. 5.

First, the FAQ selecting unit 23 extracts a keyword from a question input through the question input unit 21 (S51) and initializes the variable i (S52). The variable i here is for specifying the FAQ item to be processed.

The FAQ selecting unit 23 compares the keyword extracted in step S51 with the keyword set in the i th FAQ item (S53), and if there is at least one match, the i th FAQ item is included in the recommendation object (S54). S55).

And if the FAQ item to be processed remains in the FAQ database 22 (S56), increase the variable i by 1 and proceeds to step S53 (S57), all FAQ items in the FAQ database 22 If the comparison with respect to the end of the procedure for selecting the recommendation FAQ items (S58).

The FAQ recommender 24 provides each recommendation target FAQ item selected through the FAQ selector 23 to the user who inputs the corresponding question, so that the user can check the contents.

As shown in the example shown in FIG. 6, when a user enters a question, each recommended FAQ item 61 appears on the screen 60, and the user searches for each recommended FAQ item 61 so that the information they want to know is displayed. You can check if it is.

The method of providing the recommendation FAQ item to the user by the FAQ recommender 24 may be variously configured as necessary.

For example, first display the title list of each recommended FAQ item on the screen, and when the user clicks a certain recommended FAQ item or rolls over the mouse cursor with the mouse, the main content of the recommended FAQ item is displayed on the screen. It can be configured to.

As described above, if a user enters a question and presents a recommendation FAQ, the user can quickly solve the problem through the FAQ information related to the question.

When the user solves his problem through the FAQ information related to the question, the question does not have to go to the administrator's answer, thereby reducing the burden on the question / answer processing.

On the other hand, as shown in the example shown in FIG. 3, users tend to determine the question title more carefully when inputting a question through a question input form in which a question title input box and a question content input box are divided.

The question / answer processing system 17 may be configured to provide a recommendation target FAQ item for the question title when the question title is input in the question title input box of the user interface for inputting a question.

At this time, the FAQ selector 23 selects a recommendation target FAQ item with respect to the question title input in the question title input field, and the FAQ recommender 24 may provide a user with a recommendation FAQ item to the user in various ways. .

For example, as the user enters a question title in the Question Title field, how to process it in real time for what has been entered so far, and the user enters the question title in the Question Title field and asks for a FAQ or enters When a key is entered, a batch processing method can be used.

Referring to Figure 7, the overall operation of the question / answer processing system 17 according to the present invention will be described.

When the user inputs a question title in the question title field of the user interface for inputting a question (S71), a FAQ item to be recommended is selected by the FAQ selector 23 (S72), and the selected FAQ item is a FAQ recommender. Provided to the user through 24 (S73).

As a specific example, if the user inputs the question title "Restore lost Dynasty Gloves item" as the question title, the FAQ selector 23 uses the keywords' Dynasty ',' Recovery ',' Gloves', 'Items', etc. are extracted.

At this time, if there are FAQ items in which titles and keywords are set as shown in Table 1, respectively, among the FAQ items in the FAQ database 22, these FAQ items may be selected as a recommendation target and provided to the user.

FAQ Title keyword What is the effect of Dynasty Glove Set Item? Dynasty Gloves, Set Items Effect What happens to the recovery process if an item is lost? Item Lost, Recovered What if you want to make a glove item? Gloves, Item Making, Crafting How do you get Dynasty Greaves? Acquire Dynasty Greaves, Gloves, and Items

If the user has obtained the information that he / she wants to know as a result of searching each recommended FAQ item (S74), the question is canceled because the purpose of the question has been achieved and the question / answer service is terminated here (S75).

However, if the user searches for each recommended FAQ item but fails to obtain the information he / she wants to know, the user enters the question in the question content input box and requests an administrator's answer (S76-1).

Then, the administrator inputs the answer to the question (S76-2), the question / answer processing system 17 processes so that the user knows the administrator's answer (S76-3).

As described above, the question / answer processing system 17 basically provides a question / answer service in the form of a user's question and an administrator's answer, so the administrator inputs an answer to the user's question and the user knows the answer. So that it can be processed.

The process for the user to know the administrator's answer can be handled by using various methods such as posting in the answer board as public / private according to the user's choice, sending it by email, or sending it to the message window. Can be.

Now, let's look at another way to enable the online service system to perform its processing more efficiently in providing question / answer services.

When an online service system provides a service that answers a question of each user, the manager or department in charge of answering the question is often processed according to the type and nature of the question.

Examples of NCsoft's online game services include Lineage, Lineage 2, Aion, Extil, Atrix, Point Blank, Punch Monster, Declaration of Right, Classical, Golden Poker, Arpia, Dragonica, Lovebeat, Golden There are various types of games, such as hi-low, and also various questions / answer fields such as payment / refund, account, operation, game method, system failure, and event.

Therefore, it may be reasonable to classify and address the tasks that will answer the question, depending on the type of question.

In order to reduce the burden of delivering the user's question to the manager or department in charge of answering the question and to promptly respond to the user, the question category must be accurately identified during the question input process.

In the method of obtaining category information for question / answer processing according to the present invention, an online service system that provides a predetermined online service through a communication network may acquire accurate category information about a corresponding question in the process of inputting a question by each user. Do it.

An embodiment of a method of obtaining category information for question / answer processing according to the present invention will be described with reference to FIG. 8.

First, the online service system sets and maintains a plurality of categories and one or more keywords for each category related to the expected question (S81).

When a user inputs a question through a user interface for inputting a question in order to use a question / answer service (S82), a keyword is extracted from the question input by the user (S83).

The user interface for inputting a question may be variously configured as necessary, and may include a question title input box for inputting a question title and a question content input box for inputting a question content as shown in the example illustrated in FIG. 3. .

In addition, since extracting the keyword for the question entered by the user in step S83 is to accurately specify the category to which the question belongs, the keyword may be extracted only for the question title entered in the question title field. Extracting a keyword including the question content entered in the question content input field can more accurately predict the category of the question.

When the keyword for the question input by the user is extracted in step S83, one or more recommended target categories related to the question are selected by comparing the extracted keyword with keywords for each category maintained in step S81 (S84).

When the keyword extracted from the user's question and the keyword set for each category coincide with each other, whether to select the corresponding category as a recommendation target category may be variously configured as necessary.

In operation S85, the recommended target category selected in step S84 is displayed to the user who inputs the corresponding question so that the user can select a category to which the question belongs.

9 illustrates an example of a screen 90 in which a list of recommended target categories 91 is displayed around a user interface for inputting a question, and a user may select a category from which a question is judged to belong among recommended categories. .

Now, as the user selects a category in step S85, the online service system acquires category information to which the question belongs (S86).

On the other hand, users tend to select a category that appears first when selecting a category for a corresponding question in order to use a question / answer service as a category to which their question belongs.

In order to more accurately specify the category to which the question belongs by reflecting the propensity of the users, the step S84 may be configured to manage the number of times selected as a recommendation target for each category.

That is, step S84 selects a category to be recommended and manages by increasing the number of times the category is recommended by one. The fact that the number of recommendations in each category is high suggests that users' questions about the category have increased, and therefore, the user who is asking the question is more likely to be asking a question in the category.

In such an embodiment, step S85 may be configured to provide the recommendation category to the user who inputs the question so that the category having the largest number of selections appears first.

Then, the category for the question can be specified more accurately.

The above-described embodiments are intended to help the understanding of the present invention, and the present invention is not limited to the above-described embodiments and can be variously modified and implemented by those skilled in the art without departing from the spirit of the present invention. to be.

1 is an overview of a system for providing an online service through a communication network;

2 is an embodiment of a question / answer processing system according to the present invention;

3 illustrates an example of a user interface for inputting a question;

4 is an example of the structure of a FAQ database;

5 is an example of a process of selecting a FAQ item to be recommended by the FAQ selecting unit;

6 is an example of a screen displaying a recommendation target FAQ item,

7 is an overview of the entire process of making a FAQ recommendation in accordance with the present invention;

8 is an embodiment of a method of obtaining category information for question / answer processing of the present invention;

9 is an example of a screen on which a recommendation target category is displayed.

DESCRIPTION OF THE REFERENCE NUMERALS

13: Network 15: Online Service System

17: question / answer processing system 21: question input unit

22: FAQ Database 23: FAQ Selection

24: FAQ Recommendation

Claims (5)

In the question / answer processing system for an online service that receives a question from each user with respect to a predetermined online service through a communication network and allows the administrator to answer it, A question input unit for allowing a user to input a question through a user interface for inputting a question; A FAQ database for storing and maintaining FAQ information; A FAQ selection unit for selecting one or more recommendation target FAQ items related to the question from the FAQ database when a question is input through the question input unit; And The online service, characterized in that it comprises a FAQ recommendation section for providing a user to the question entered by the FAQ selection section selected by the FAQ selection unit so that the user can check the FAQ information related to their questions For question / answer processing system. The method of claim 1, The user interface for inputting a question is configured to display a question title input box and a question content input box separately, and to provide a recommendation target FAQ item for the corresponding question title when the question title is input in the question title input box. Question / Answer processing system for online service made. The method according to claim 1 or 2, One or more keywords are set in each FAQ item of the FAQ database. The FAQ selection unit is configured to compare the keywords extracted from the corresponding question and the keywords set in each FAQ item to select a FAQ item for recommendation, characterized in that the question / answer processing system for an online service. In the online service system for providing a predetermined online service through a communication network, the category information acquisition method for question / answer processing for obtaining the category information to which the question belongs to a question input by each user, Setting and maintaining a plurality of categories of expected questions and one or more keywords for each category; Extracting a keyword from the input question when the user inputs the question; Selecting one or more recommended target categories related to the question by comparing the extracted keywords with keywords set in the respective categories; And And providing the selected recommendation target category to a user who inputs the corresponding question so as to select a category to which the corresponding question belongs. The method of claim 4, wherein The selecting of the recommendation target category is configured to manage the number of times each category is selected as the recommendation target, The step of providing the selected recommendation target category to the user who inputs the question includes obtaining category information for the question / answer processing, characterized in that the selected recommendation target category is arranged in order of increasing number of selections. Way.

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