TW201828228A - Multi-Channel Service System for Knowledge Database and Service Method Thereof - Google Patents

Abstract

The invention presents an multi-channel service system for a knowledge database and a service method thereof. The multi-channel service system has a storage module, an input module, an interface service module, an authority management module, a marking module, an analysis module and a social network mining module. The service method has following steps of: inputting inner updating data to the storage module for updating the summary data or becoming one of the summary data; marking the inner updating data as one of an item pool; mining the content of a social network website to form outer updating data and importing the outer updating data into the storage module, so as to become one of the summary data; using the logging information to log into the storage module to have a query and then output the query result.

Description

Multi-channel service system of knowledge base and its service method

This case is about a service system, especially a multi-pipeline service system on the knowledge base and a service method on the system.

In response to the advent of the information age, the prevalence of the Internet and the use of computers, smart platforms will become more and more popular and diverse. Many traditional services can now be replaced by smart platforms. For example, traditional customer services are transmitted by customers. The phone or the network is used to contact the customer service personnel at the sales side, and the service using the smart platform can collect and analyze the data frequently after the data collection and analysis, and the virtual customer service personnel on the smart platform come. Respond to customer inquiries to reduce manpower expenses and increase customer service satisfaction.

Most of the current smart platform technologies rely on IT staff to carry out regular systems and their data updates. However, this method may cause inconsistencies between internal and external data. For example, if the IT staff regularly updates the content of the smart platform every morning, if there is a material that is to be announced on the smart platform, it will be produced at noon, which will cause the content on the smart platform to be inconsistent with the actual situation.

Moreover, due to the rise of mobile devices, the vehicles used by customers to view this smart platform have become extremely diverse. They can be flat-panel, smart phones, personal computers, smart glasses, etc., and the existing smart platforms will only target The customer's question responds to the same content without worrying about the vehicle used by the customer. This way, the user may be able to view a large amount of text on the small screen, causing great inconvenience to the customer and affecting the customer. Customer satisfaction.

In addition, the current use of smart platforms is mostly used for customer service and storage or analysis of data. It does not take into account the use of information stored in this smart platform to improve the company's internal processes or assessments. Therefore, how to improve the problems listed above has become an urgent problem to be solved.

Based on the above objective, the present invention provides a multi-pipe service system including a knowledge base, an input module, an interface service module, a rights management module, and a test mark module. The knowledge base is used to update or store a summary of the data. The input module is for inputting an internal update data to the knowledge base to update the summary data or form one of the summary data. The interface service module logs into the knowledge base based on a login information to query and output the results of the query. The rights management module is divided into an external user right, an internal user right, and an internal manager right according to the login information. The rights management module is based on external user rights, internal user rights, and internal managers. Permission to output the queried result to the interface service module. When the internal update data is input to the knowledge base, the test mark module allows the mark internal update data to form one of the candidate test questions. The external user authority allows to query the latest response data of one of the summary data. The internal user authority allows the input of the internal update data and the latest response data of the query summary data. The internal administrator authority allows the use of the test mark module to form the candidate test question bank. And allow to query the latest response data of the summary data and historical data at any point in time.

Preferably, the interface service module can include a website interface, a mobile device interface or a mechanical interface.

Preferably, the multi-pipe service system of the present invention further includes a data analysis module, which collects and analyzes login information of a user with external user rights, wherein the login information may include an email address, Phone number, mobile device identifier or source address IP.

Preferably, the rights management module determines the vehicle used by the user having the external user authority based on the login information, and determines the content of the latest response data output according to the vehicle.

Preferably, the input module allows the satisfaction of the latest response data to be scored, and the internal manager authority allows the rating service to be received from the interface service module, and the latest response data is updated according to the rating feedback. .

Preferably, the multi-pipe service system of the present invention further comprises a community exploration module for exploring the content of a social networking site to form an external update data and importing external update data. To the knowledge base to form one of the aggregated materials.

Based on the above objective, the present invention further provides a service method, which is applicable to a multi-pipe service system, which includes a knowledge base, an input module, an interface service module, a rights management module, and a A test mark module, a data analysis module, and a community exploration module, wherein the knowledge base is used to update or store a summary data, and the service method includes the following steps.

Enter internal update data into the knowledge base to update the summary data or form one of the aggregated data.

When the internal update data is input to the knowledge base, the internal update data is marked to form one of the candidate test test banks.

Exploring the content of a community website to form an external update material, and importing the external update data into the knowledge base to form one of the aggregated materials.

Log in to the knowledge base based on the login information to query and output the results of the query. The login information is divided into external user rights, internal user rights and internal administrator rights. External user rights can allow one of the query summary data. The latest response data, internal user permissions allow entry of internal update data and the latest response data for query summary data. Internal administrator authority allows the use of test mark modules to form candidate test questions and allows for the most up-to-date response data for aggregated data. And historical data at any point in time.

Preferably, the rights management module can output the queried result to the interface service module according to the external user rights, the internal user rights, and the internal manager rights respectively.

Preferably, the service method of the present invention may further comprise collecting and analyzing login information, wherein the login information may include an email address, a phone number, a mobile device identifier or a source address IP.

Preferably, the service method of the present invention further includes determining, according to the login information, a vehicle used by a user having external user authority, and determining the content of the latest response data outputted according to the vehicle.

Some exemplary embodiments embodying the features and advantages of the present invention are described in detail in the following description. It is to be understood that the present invention is capable of various modifications in the various aspects of the present invention, and is not intended to

Please refer to FIG. 1, which is a block diagram of a multi-pipe service system according to a first embodiment of the present invention. As shown, a multi-pipeline service system 100 includes a knowledge base 10, an input module 20, an interface service module 30, a rights management module 40, and a test mark module 50. The knowledge base 10 can be a database system. The input module 20 can include an electronic device for inputting a message, such as a keyboard, a touch screen, a microphone, etc., and the interface service module 30 can include a display interface. The touch screen, the robot, and the like, the rights management module 40 and the test mark module 50 can be a software application. The functions are detailed below as follows.

The knowledge base 10 is used to update or store a summary data 11, wherein the summary data 11 can be an organization or company data, and can be formed by multiple units inputting respective data, and the input module 20 is for organization or Each unit in the company inputs its internal update data 21 to the knowledge base 10, and then updates the summary data 11 or forms part of the summary data 11. In the present embodiment, when the internal update material 21 is input to the knowledge base 10, the test mark module 50 may allow the internal update data 21 to be marked so that the internal update data 21 forms one of the candidate test questions 51.

When a user wants to use or operate the multi-pipe service system 100, he/she must input data from the input module 20 and perform login operation from the interface service module 30, and the interface service module 30 can be based on one of the logins. The login information 61 is used to connect, and then logs into the knowledge base 10 for inquiry. Further, the rights management module 40 of the multi-pipe service system 100 can be divided into external user rights 41, internal user rights 42, and internal administrator rights according to the login information 61 when the user logs in, such as the user account. 43. The result of the query may be output to the interface service module 30 according to the external user authority 41, the internal user authority 42, and the internal administrator authority 43 respectively.

Next, the usage rights of the external user authority 41, the internal user authority 42, and the internal manager authority 43 will be described. The external user authority 41 can allow the latest response data 12 of the summary data 11 to be queried. The internal user authority 42 can allow the input of the internal update data 21 and the latest response data of the query summary data 12, and the internal manager authority 43 allows the use of the test mark. The module 50 forms a candidate test question bank 51 and allows to query the latest response data 12 of the summary data 11 and the historical data 13 at any point in time.

In detail, the user having the internal administrator authority 43 is the user with the highest authority, and can query the statistical analysis of one of the summary materials 11 and the internal update data 21 that has been input in the past, and relatively has internal user authority 42. The user has only a small scope of power and cannot do the above.

It is worth mentioning that when the user with internal user rights 42 and the user with external authority 41 queries the same question, the latest response data 12 queried by the former may include the latest response data 12 queried by the latter. In a preferred embodiment, the user having the external user authority 41 can be any viewer of a website, and the user having the internal user authority 42 can be the builder of the website. In this way, you can confirm whether the content viewed by the website viewer is correct, as well as a note or a more detailed description of the query within your company.

In an embodiment, the multi-pipeline service system 100 further includes a data analysis module 60. The data analysis module 60 can collect and analyze the login information 61 of the user having the external user authority 41, wherein the login information 61 may include an email address, a phone number, a mobile device identification code, or a source address IP. Further, the rights management module 40 can determine one of the vehicles 91 used by the user having the external user authority 41 based on the login information 61, and determine the content of the latest response data 12 output based on the carrier 91. For example, if the vehicle 91 is a smart phone, the content of the latest response data 12 can be presented in a shorter text or picture.

In the present embodiment, the input module 20 can also allow one of the satisfaction of the latest response data 12 to be scored, and the internal manager authority 43 can allow the score feedback 31 from the interface service module 30. Based on this rating feedback 31, the content of the latest response material 12 is updated to appropriately fine-tune the correctness of the multi-pipe service system 100.

In addition, in a preferred embodiment, the multi-pipeline service system 100 can further include a community exploration module 70, wherein the community exploration module 70 can be a software application that utilizes data exploration to explore. It is used to explore the content of a community website 92 to form an external update data 71, and to import the external update data 71 to the knowledge base 10 to form one of the summary materials 11.

Please refer to FIG. 2 and FIG. 3 , which are a first schematic diagram and a second schematic diagram of a multi-pipe service system according to a second embodiment of the present invention. Please refer to FIG. 1 . In this embodiment, the knowledge base 10 , the rights management module 40 , the test mark module 50 , the data analysis module 60 , and the community exploration module 70 can be installed on a workstation 101 . The input module 20 and the interface service module 30 can be installed on a robot device 301 and computer hosts 201 and 202. The workstation 101 is connected to the robot device 301 and the computer hosts 201 and 202 via the Internet.

The general user 411 can connect to the knowledge base 10 via the robot device 301 and query the latest response data 12 from the knowledge base 10. The system user 421 can be connected through the computer host 201 and logged into the knowledge base 10, thereby allowing the latest response data 12 to be queried and the internal update data 21 to be entered into the knowledge base 10 for updating. The system administrator 431 can connect to the knowledge base 10 through the computer host 202, and then use the test mark module 50 and allow to query the latest response data 12 and historical data at any time point.

Preferably, the system user 421 can be a customer service personnel, an MIS, or a person responsible for inputting data to the knowledge base 10, and the system administrator 431 can be a person with a supervisor status, who can see the system use. The internal update data 21 input by the user 421 is used to mark the use of the test mark module 50 according to the importance of the internal update data 21. Preferably, the marked internal update data 21 can be a candidate test. Question Bank 51 for various purposes of internal assessment, staff interviews, and promotion.

In addition, the workstation 101 can also connect to a social networking website 92 and explore the information on the social networking website 92 through the community exploration module 70. Further, the community exploration module 70 can be utilized. Existing exploration algorithms, such as classified exploration, group exploration or associated exploration, to explore useful information, and to add the discovered information to the summary data 11 of the knowledge base 10, so that the collection of the summary data 11 is more For soundness.

Briefly speaking, the multi-pipe service system 100 of the present invention can be used according to different needs, such as customer service personnel, store personnel, customers and employees, or directly display the latest information in the knowledge base 10 directly on the official website of the enterprise. And exempt from inconsistencies in internal and external data. In addition to collecting information from the inside, it can also collect information from external community websites, such as Facebook, for exploration and analysis, so that the multi-pipe service system 100 also has Big Data application functions. Figure 3 shows.

Please refer to FIG. 4, which is a flow chart of the steps of the service method of the present invention. Please refer to FIG. 1 together. The service method is applicable to a multi-pipe service system. The multi-pipe service system includes a knowledge base, an input module, an interface service module, a rights management module, and a test. a tag module, a data analysis module and a community exploration module. The knowledge base is used to update or store a summary data, and the functions of other modules are described in the first embodiment, so no Narration.

In this embodiment, the service method may include the following steps.

Step S11 is to input an internal update data to the knowledge base to update the summary data or form one of the summary data.

Step S12 marks the internal update data to form one of the candidate test questions when the internal update data is input to the knowledge base.

Step S13 explores the content of a community website to form an external update data, and imports the external update data into the knowledge base to form one of the aggregated materials.

Step S14 is based on a login information to log in to the knowledge base for querying and outputting the queried result. The login information can be divided into an external user right, an internal user right, and an internal manager right. In detail, the external user permission can allow one of the query summary data to be the latest response data, the internal user authority can allow the input of the internal update data and the latest response data of the query summary data, and the internal administrator authority can allow the use of the test mark module to Form a candidate test question bank and allow to query the latest response data of the summary data and historical data at any point in time.

In step S14, the rights management module may output the queried result to the interface service module according to the external user rights, the internal user rights, and the internal manager rights respectively.

In this embodiment, the service method may further include collecting and analyzing the login information, and determining one of the vehicles used by the user having the external user authority according to the login information, and determining the latest response data outputted according to the vehicle. Content, where the login information includes an email address, a phone number, a mobile device identifier, or a source address IP. In addition, the data analysis module can analyze and integrate the login information. If you know the location of the same user and the most commonly used vehicle, you can give the user the best feedback based on this information. News.

This case has been modified by people who are familiar with the technology, but it is not intended to be protected by the scope of the patent application.

100‧‧‧Multiple Pipeline Service System

10‧‧‧ Knowledge Base

101‧‧‧Workstation

11‧‧‧ Summary information

12‧‧‧ Latest response information

13‧‧‧Historical data

201, 202‧‧‧ computer host

20‧‧‧Input module

21‧‧‧Internal update information

30‧‧‧Interface Service Module

301‧‧‧Mechanical device

31‧‧‧ Rating feedback

40‧‧‧Permission Management Module

41‧‧‧ External user rights

42‧‧‧Internal user rights

43‧‧‧Internal manager authority

411‧‧‧General users

421‧‧‧System users

431‧‧‧System Manager

50‧‧‧Test Marking Module

51‧‧‧ Candidate Test Questions

60‧‧‧Data Analysis Module

61‧‧‧ Login Information

70‧‧‧Community exploration module

71‧‧‧ External update information

91‧‧‧ Vehicles

92‧‧‧Community website

S11~S14‧‧‧ Process steps

Figure 1 is a block diagram of a multi-pipe service system in accordance with a first embodiment of the present invention.

Figure 2 is a first schematic view of a multi-pipe service system in accordance with a second embodiment of the present invention.

Figure 3 is a second schematic diagram of a multi-pipe service system in accordance with a second embodiment of the present invention.

Figure 4 is a flow chart showing the steps of the service method of the present invention.

Claims (10)

A multi-pipeline service system of a knowledge base, comprising: a knowledge base for updating or storing a summary data; an input module for inputting an internal update data to the knowledge base to update the summary data or form the summary One of the information; an interface service module that logs in to the knowledge base based on a login information to query and output the results of the query; a rights management module is based on the login information to distinguish it into an external use Privilege, an internal user privilege, and an internal manager privilege, wherein the privilege management module outputs the queried result to the external user privilege, the internal user privilege, and the internal admin privilege respectively An interface service module; and a test mark module, when the internal update data is input to the knowledge base, the test mark module allows the internal update data to be marked to form one of a candidate test question bank; wherein the external The user right permission allows to query the latest response data of one of the summary data, and the internal user authority is allowed to input the inside Updating the data and querying the latest response data of the summary data, the internal manager authority allows the test mark module to be used to form the candidate test question bank, and allows to query the latest response data of the summary data and the history of any time point data. The multi-pipe service system of claim 1, wherein the interface service module comprises a website interface, a mobile device interface or a mechanical interface. The multi-pipe service system of claim 1, further comprising a data analysis module, wherein the data analysis module collects and analyzes the login information of the user having the external user authority, wherein the login information Contains an email address, phone number, mobile device ID, or source address IP. The multi-pipe service system of claim 3, wherein the rights management module determines one of the vehicles used by the user having the external user authority based on the login information, and determines according to the vehicle. The content of the latest response data output. The multi-pipe service system of claim 1, wherein the input module allows one of the satisfaction of the latest response data to be scored, and the internal manager authority allows the service from the interface. The module receives the rating feedback and updates the latest response data based on the rating feedback. For example, the multi-pipe service system described in claim 1 further includes a community exploration module for exploring the content of a community website to form an external update data and importing it. The external update data is to the knowledge base to form one of the summary materials. A service method is applicable to a multi-pipe service system, which includes a knowledge base, an input module, an interface service module, a rights management module, a test mark module, and a data analysis. a module and a community exploration module, wherein the knowledge base is used to update or store a summary data, the service method includes: inputting an internal update data to the knowledge base to update the summary data or form the summary data. One; when the internal update data is input to the knowledge base, mark the internal update data to form one of a candidate test question bank; explore the content of a social networking site to form an external update data, and import the Externally updating the data to the knowledge base to form one of the aggregated materials; and logging in to the knowledge base based on a login information for querying and outputting the queried result, wherein the login information is divided into an external user right, An internal user right and an internal manager permission, the external user right allows to query the latest response of one of the summary data The internal user authority is allowed to input the internal update data and query the latest response data of the summary data, and the internal administrator authority allows the test mark module to be used to form a candidate test question bank, and allows the query to be summarized. This latest response to the information and historical data at any point in time. The service method of claim 7, wherein the rights management module outputs the queried result to the interface service according to the external user authority, the internal user authority, and the internal administrator authority respectively. Module. For example, the service method described in claim 7 includes collecting and analyzing the login information, wherein the login information includes an email address, a phone number, a mobile device identifier, or a source address IP. The service method of claim 9 further includes determining, based on the login information, a vehicle used by a user having the external user authority, and determining the latest response data outputted according to the vehicle. The content.