TWI759598B - An intelligent customer service system that integrates the frequency of student practice questions to integrate responses - Google Patents
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Abstract
本發明係一種綜合學生習題發問頻率以整合回應的智能客服,其通用資料庫儲存有主動發問習題資料、社群發問習題資料、學生發問習題資料、常見發問習題資料及/或爬蟲發問習題資料以及儲存有可正確對應所述發問習題資料的解答資料;標記配對模組,用以將前述資料進行資料標記並正確配對以產生公版習題解答資料並將之儲存至公版解答資料庫;而智能客服模組,再接收來自提問者之電子裝置所傳送的發問詞句,並依據該發問詞句內的文字、數字、符號及/或公式以至公版解答資料庫內進行全文匹配,藉以從中將匹配度最高的公版習題解答資料找尋出來,並將之傳送至提問者之電子裝置以進行回覆。The present invention is an intelligent customer service that integrates the frequency of students' questioning to integrate responses. The general database stores data on active questioning, community questioning, student questioning, common questioning and/or crawling questioning, and The solution data that can correctly correspond to the problem-solving problem data is stored; the marking and matching module is used for data-marking and matching the aforementioned data correctly to generate public-version problem-solving data and store it in the public-version solution database; and the intelligent The customer service module receives the question phrase sent from the electronic device of the questioner, and performs full-text matching according to the characters, numbers, symbols and/or formulas in the question phrase and the public answer database, so as to determine the matching degree from the question phrase. The highest public version of the problem solution information is found and sent to the questioner's electronic device for replying.
Description
本發明係關於一種客服系統,特別係關於一種合學生習題發問頻率以整合回應的智能客服系統。The present invention relates to a customer service system, in particular, to an intelligent customer service system that integrates responses based on the frequency of questions asked by students.
行動裝置的普及以及即時通訊軟體所帶來的便利,人類透過即時通訊軟體做溝通、做交流,已是現今生活無法缺少的一塊。With the popularity of mobile devices and the convenience brought by instant messaging software, human beings communicate and communicate through instant messaging software, which is an indispensable part of today's life.
拉回教育領域來看,因應數位科技的進步,現今的課堂教學也已被翻轉,透過電子書、電子白板進行課堂教學也已是在普遍不過的事了。Looking back at the field of education, due to the advancement of digital technology, today's classroom teaching has also been turned over, and classroom teaching through e-books and electronic whiteboards has become commonplace.
而就電子教學來看其注重的是課堂上的學習,教室必須準備有電子書教學設備與教材,學生透過適當的接收裝置方能進行,而其教學的內容自然也是更為系統化、完整化。As far as e-teaching is concerned, it focuses on learning in the classroom. The classroom must be equipped with e-book teaching equipment and teaching materials, and students can conduct it through appropriate receiving devices, and the content of its teaching is naturally more systematic and complete. .
就學生考試來說,為了更有效率的獲取較佳的考試成績,通常其他同學常發問的題目往往就是該門學科的考試重點;而對該學生來說,縱使知道哪些是常考的題目但往往就是遍尋不到答案,使得該學生作答或學習此些習題時就此卡住,具有家庭背景資源的學生可以找到父母親或家庭教師直接教導,而不具家庭背景資源的學生因不會的習題太多,導致也不見得會到學校詢問老師。As far as student exams are concerned, in order to obtain better exam results more efficiently, the questions that other students often ask are often the focus of the exam of the subject. It is often impossible to find the answer everywhere, which makes the student get stuck when answering or learning these exercises. Students with family background resources can find parents or tutors to teach directly, while students without family background resources cannot solve the exercises because they cannot. There are too many, so that it is not always possible to go to the school to ask the teacher.
是以,若能具備一個可以不間斷可供任何學生就習題進行發問,並可獲得其對應正確答案的客服系統,即係本領域所企求期待的創新。Therefore, if there is a customer service system that can continuously allow any student to ask questions about the exercises, and obtain the corresponding correct answers, it is an innovation that is expected in this field.
有鑑於此,本發明提供一種綜合學生習題發問頻率以整合回應的智能客服系統。In view of this, the present invention provides an intelligent customer service system that integrates the frequency of students' questioning to integrate responses.
為了達成上述目的,本發明提供一種綜合學生習題發問頻率以整合回應的智能客服系統其包含通用資料庫,其係儲存學生端透過其終端裝置主動提問所上傳之主動發問習題資料、學生端透過其終端裝置之分享功能以將習題分享至第三方電子裝置或社群網站以進行發問的社群發問習題資料、教師端透過其終端裝置所上傳之學生發問習題資料、系統端自行設定的常見發問習題資料及/或透過爬蟲技術以從第三方資料庫所擷取之有關學生常進行發問的爬蟲發問習題資料以及儲存有可正確對應所述發問習題資料的解答資料;標記配對模組,其將存取通用資料庫並對主動發問習題資料、社群發問習題資料、學生發問習題資料、常見發問習題資料及/或爬蟲發問習題資料以及該些解答資料進行資料標記(TAG),其並透過配對以從所述發問習題資料與該些解答資料中將具有相同資料標記的習題資料與解答資料做連結,並藉以產生公版習題解答資料並儲存至公版解答資料庫,且標記配對模組亦可對該些公版習題解答資料作資料標記;以及智能客服模組,其資料連接通用資料庫、公版解答資料庫與標記配對模組,智能客服模組接收來自提問者之電子裝置所傳送的發問詞句,並依據發問詞句內的文字、數字、符號及/或公式以至公版解答資料庫內進行全文匹配,藉以從中將匹配度最高的公版習題解答資料找尋出來,並將之傳送至提問者之電子裝置以進行回覆。In order to achieve the above object, the present invention provides an intelligent customer service system that integrates the frequency of students' practice questions to integrate responses. The sharing function of the terminal device is used to share the exercises to third-party electronic devices or social networking sites for asking questions in the community, and the teacher uploads the data of the students' questions through the terminal device. Data and/or crawler questioning exercise data that students often ask questions, retrieved from a third-party database through crawling technology, and stored answer data that can correctly correspond to the questioning exercise data; mark the matching module, it will be stored. Take the general database and tag (TAG) the data on active questioning, community questioning, student questioning, common questioning and/or crawling questioning, and these answering questions, and match them with each other. From the question-asking problem data and the solution data, the problem data and the solution data with the same data mark are linked, so as to generate the public version of the problem-solving data and store it in the public version of the solution database, and the mark-matching module can also Mark the data for the public version of the problem solving data; and the intelligent customer service module, whose data is connected to the general database, the public version answer database and the marking matching module, and the intelligent customer service module receives the data sent from the electronic device of the questioner. Question phrases, and perform full-text matching according to the characters, numbers, symbols and/or formulas in the question phrases and the public version answer database, so as to find out the most matching public version exercise solution data, and send it to the question the electronic device of the person to reply.
以下將透過實施例來解釋本發明內容,其係關於一種綜合學生習題發問頻率以整合回應的智能客服系統。然而,本發明之實施例並非用以限制實施本發明之任何特定的環境、應用或特殊方式。因此,關於實施例之說明僅為闡釋本發明之目的,而非用以限制本發明。需說明者,以下實施例及圖式中,與本發明非直接相關之元件均已省略而未繪示;且為求簡易瞭解起見,各元件間之尺寸關係並非依照實際比例繪示出。The following will explain the content of the present invention through an embodiment, which relates to an intelligent customer service system that integrates the frequency of students' questioning to integrate responses. However, the embodiments of the present invention are not intended to limit any particular environment, application or particular manner in which the present invention may be implemented. Therefore, the description of the embodiments is only for the purpose of illustrating the present invention, rather than limiting the present invention. It should be noted that, in the following embodiments and drawings, elements not directly related to the present invention have been omitted and not shown; and for the sake of easy understanding, the dimensional relationship among the elements is not drawn according to the actual scale.
如第1圖所示,係綜合學生習題發問頻率以整合回應的智能客服系統1的示意圖,其適用於雲端即時互動教育資料處理環境中。As shown in FIG. 1 , it is a schematic diagram of an intelligent
綜合學生習題發問頻率以整合回應的智能客服系統1包含智能客服模組10、標記配對模組12、通用資料庫14以及公版解答資料庫16。The intelligent
通用資料庫14,其係儲存學生端透過其終端裝置主動提問所上傳之主動發問習題資料140、學生端透過其終端裝置之分享功能以將習題分享至第三方電子裝置或社群網站以進行發問的社群發問習題資料142、教師端透過其終端裝置所上傳之學生發問習題資料144、系統端自行設定的常見發問習題資料146及/或透過爬蟲技術以從第三方資料庫所擷取之有關學生常進行發問的爬蟲發問習題資料148以及儲存有可正確對應所述發問習題資料的解答資料150。The
上述段落旨在說明通用資料庫14內所儲存有的資料種類,其中主動發問習題資料140指的是學生自行在其終端裝置執行提問,例如直接在終端裝置上輸入想要發問的習題內容並將之上傳,而其所上傳的內容在本發明中即稱為主動發問習題資料140,而主動發問習題資料140將被儲存在通用資料庫14內;The above paragraphs are intended to describe the types of data stored in the
社群發問習題資料142指的則是學生端透過其終端裝置之分享功能以將習題分享至第三方電子裝置或社群網站以進行發問的習題資料,而本發明之通用資料庫14內亦會蒐集此一型態之資料藉以做後續之標記配對之用;The community
學生發問習題資料144指的則是儲存在教師端終端裝置內之學生發問習題資料,也就是由教師端所蒐集儲存之學生常發問的習題內容資料,而本發明之通用資料庫14內亦會蒐集此一型態之資料藉以做後續之標記配對之用;The student
系統端自行設定的常見發問習題資料146則是可供後台系統人員自行輸入學生時常發問的相關習題資料,藉以擴大後續可供標記配對的學習問題資料;The frequently asked questions and
除此之外,本發明還可透過爬蟲技術以從第三方資料庫擷取有關學生常進行發問的爬蟲發問習題資料148,其同樣是用以擴大後續可供標記配對的學習問題資料,藉以包含所有可能蒐集到的學習問題資料,其中第三方資料庫係可為政府單位資料庫、教育單位組織資料庫及/或私人企業資料庫。In addition, the present invention can also use crawler technology to retrieve the crawler
至於可對應上述各式學習問題資料的解答資料150亦會儲存在通用資料庫14內。The
標記配對模組12,其將存取通用資料庫14並對主動發問習題資料140、社群發問習題資料142、學生發問習題資料144、常見發問習題資料146及/或爬蟲發問習題資料148以及該些解答資料150進行資料標記(TAG),其並透過配對以從所述發問習題資料與該些解答資料中將具有相同資料標記的習題資料與解答資料做連結,並藉以產生公版習題解答資料160以儲存至公版解答資料庫16,且標記配對模組12亦可對該些公版習題解答資料160作資料標記。The
需說明的是,透過標籤技術tag係用以先將各式習題資料與解答資料做標記,當兩者都具有相同的標籤時,就會被系統判斷為兩者之間具備習題與解答之間的連結關係,如此就可達成系統自動將該些習題資料與該些答案資料做配對,進而產生公版習題解答資料160。It should be noted that through the tag technology tag is used to first mark various exercise data and solution data. When both have the same tag, the system will judge that there is a gap between the exercise and the solution. In this way, the system can automatically match the exercise data with the answer data, and then generate the public version of the
除此之外,標記配對模組12還會將配對完成的習題與答案自動連結以產生公版習題解答資料160,而標記配對模組12同樣也可對公版習題解答資料160進行資料標記,藉以對其達成標籤屬性的歸納。In addition, the marking and
智能客服模組10,其資料連接通用資料庫14、公版解答資料庫16與標記配對模組12,智能客服模組10接收來自提問者之電子裝置所傳送的發問詞句,並依據發問詞句內的文字、數字、符號及/或公式以至公版解答資料庫16內進行全文匹配,藉以從中將匹配度最高的公版習題解答資料160找尋出來,並將之傳送至提問者之電子裝置以進行回覆。The intelligent
值得一提的是,提問者之電子裝置除了傳送發問詞句外亦可傳送發問圖片,若傳送發問圖片,智能客服模組10將解析發問圖片並將解析完成後所得到的文字、數字、符號及/或公式至公版解答資料庫16內進行全文匹配,藉以從中將匹配度最高的公版習題解答資料160找尋出來,並將之傳送至提問者之電子裝置以進行回覆。It is worth mentioning that the electronic device of the questioner can transmit the questioning picture in addition to the questioning words. If the questioning picture is transmitted, the intelligent
更詳細地說,智能客服模組10會將發問詞句或發問圖片內的文字、數字、符號及/或公式與公版習題解答資料160內之題目部分的文字、數字、符號及/或公式做匹配,其題目之資料的匹配度最高的公版習題解答資料160將會被找尋出來,如此對應有正確之答案的內容自然會被找尋出來。More specifically, the intelligent
還需一提的是,匹配度係可供系統端的後台系統人員設定有門檻百分比率,如此只有匹配度大於或等於門檻百分比率的公版習題解答資料160方能被找尋出來。例如,系統端預設門檻百分比率為95%,那麼只有發問詞句或發問圖片與公版習題解答資料160內之題目資料的匹配度達到95%或更高的公版習題解答資料160才會被智能客服務模組10找尋出來以回覆提供予提問者,其中,該公版習題解答資料160便包含有正確的答案。It should also be mentioned that the matching degree allows the back-end system personnel on the system side to set a threshold percentage rate, so that only the public version
請參見第2圖,第2圖與第1圖之差別在於第2圖的系統1更包含語音客服模組17與文字客服模組18,在本圖中與第1圖說明相同之處將不予贅述。Please refer to Fig. 2. The difference between Fig. 2 and Fig. 1 is that the
而第2圖具備語音客服模組17與文字客服模組18的目的在於,若智能客服模組10無法找尋出匹配度大於或等於門檻百分比率的公版習題解答資料160時,此時,智能客服模組10將會與提問者之電子裝置建立語音客服連線或文字客服連線,也就是將由人工客服進行接手。The purpose of having the voice
針對於此更詳細地說,語音客服連線係由語音客服模組17所執行,語音客服模組17係資料連接智能客服模組10,語音客服模組17提供至少一位語音客服人員登入,藉以讓無法找尋出匹配度大於或等於門檻百分比率的公版習題解答資料160時,由至少一位語音客服人員接手進行回覆。In more detail, the voice customer service connection is performed by the voice
亦或由文字客服模組18所執行,文字客服模組18係資料連接智能客服模組10,文字客服模組18提供至少一位文字客服人員登入,藉以讓無法找尋出匹配度大於或等於門檻百分比率的公版習題解答資料160時,由至少一位文字客服人員接手進行回覆。Or executed by the text
如第3圖所示,係為本發明綜合學生習題發問頻率以整合回應的智能客服系統1透過網際網路與提問者終端裝置60、語音客服終端裝置70及文字客服終端裝置80進行雲端即時互動教育資料傳遞的系統架構示意圖。As shown in FIG. 3, the intelligent
綜合學生習題發問頻率以整合回應的智能客服系統1包含智能客服模組10、標記配對模組12、通用資料庫14、公版解答資料庫16、語音客服模組17與文字客服模組18。The intelligent
通用資料庫14,其係儲存學生端透過其終端裝置主動提問所上傳之主動發問習題資料140、學生端透過其終端裝置之分享功能以將習題分享至第三方電子裝置或社群網站以進行發問的社群發問習題資料142、教師端透過其終端裝置所上傳之學生發問習題資料144、系統端自行設定的常見發問習題資料146及/或透過爬蟲技術以從第三方資料庫所擷取之有關學生常進行發問的爬蟲發問習題資料148以及儲存有可正確對應所述發問習題資料的解答資料150。The
上述段落旨在說明通用資料庫14內所儲存有的資料種類,其中主動發問習題資料140指的是學生自行在其終端裝置執行提問,例如直接在終端裝置上輸入想要發問的習題內容並將之上傳,而其所上傳的內容在本發明中即稱為主動發問習題資料140,而主動發問習題資料140將被儲存在通用資料庫14內;The above paragraphs are intended to describe the types of data stored in the
社群發問習題資料142指的則是學生端透過其終端裝置之分享功能以將習題分享至第三方電子裝置或社群網站以進行發問的習題資料,而本發明之通用資料庫14內亦會蒐集此一型態之資料藉以做後續之標記配對之用;The community
學生發問習題資料144指的則是儲存在教師端終端裝置內之學生發問習題資料,也就是由教師端所蒐集儲存之學生常發問的習題內容資料,而本發明之通用資料庫14內亦會蒐集此一型態之資料藉以做後續之標記配對之用;The student questioning
系統端自行設定的常見發問習題資料146則是可供後台系統人員自行輸入學生時常發問的相關習題資料,藉以擴大後續可供標記配對的學習問題資料;The frequently asked questions and
除此之外,本發明還可透過爬蟲技術以從第三方資料庫擷取有關學生常進行發問的爬蟲發問習題資料148,其同樣是用以擴大後續可供標記配對的學習問題資料,藉以包含所有可能蒐集到的學習問題資料,其中第三方資料庫係可為政府單位資料庫、教育單位組織資料庫及/或私人企業資料庫。In addition, the present invention can also use crawler technology to retrieve the crawler questioning
至於可對應上述各式學習問題資料的解答資料150亦會儲存在通用資料庫14內。The
標記配對模組12,其將存取通用資料庫14並對主動發問習題資料140、社群發問習題資料142、學生發問習題資料144、常見發問習題資料146及/或爬蟲發問習題資料148以及該些解答資料150進行資料標記(TAG),其並透過配對以從所述發問習題資料與該些解答資料中將具有相同資料標記的習題資料與解答資料做連結,並藉以產生公版習題解答資料160以儲存至公版解答資料庫16,且標記配對模組12亦可對該些公版習題解答資料160作資料標記。The
需說明的是,透過標籤技術tag係用以先將各式習題資料與解答資料做標記,當兩者都具有相同的標籤時,就會被系統判斷為兩者之間具備習題與解答之間的連結關係,如此就可達成系統自動將該些習題資料與該些答案資料做配對,進而產生公版習題解答資料160。It should be noted that through the tag technology tag is used to first mark various exercise data and solution data. When both have the same tag, the system will judge that there is a gap between the exercise and the solution. In this way, the system can automatically match the exercise data with the answer data, and then generate the public version of the
除此之外,標記配對模組12還會將配對完成的習題與答案自動連結以產生公版習題解答資料160,而標記配對模組12同樣也可對公版習題解答資料160進行資料標記,藉以對其達成標籤屬性的歸納。In addition, the marking and matching
智能客服模組10,其資料連接通用資料庫14、公版解答資料庫16與標記配對模組12,智能客服模組10接收來自提問者6之電子裝置60所傳送的發問詞句101,並依據發問詞句內的文字、數字、符號及/或公式以至公版解答資料庫16內進行全文匹配,藉以從中將匹配度最高的公版習題解答資料160找尋出來,並以最高匹配度公版習題解答資料201的資料型態將之傳送至提問者6之提問者終端裝置60以進行回覆。The intelligent
提問者6之提問者終端裝置60除了傳送發問詞句101外亦可傳送發問圖片103,若傳送發問圖片103,智能客服模組10將解析發問圖片103並將解析完成後所得到的文字、數字、符號及/或公式至公版解答資料庫16內進行全文匹配,藉以從中將匹配度最高的公版習題解答資料160找尋出來,並以最高圖片匹配度公版習題解答資料203的資料型態將之傳送至提問者6之提問者終端裝置60以進行回覆。The questioner terminal device 60 of the
也就是說智能客服模組10會將匹配度最高的公版習題解答資料160找尋出來藉以讓答案的準確率達到最高。That is to say, the intelligent
更詳細地說,智能客服模組10會將發問詞句101或發問圖片103內的文字、數字、符號及/或公式與公版習題解答資料160內之題目部分的文字、數字、符號及/或公式做匹配,其題目之資料的匹配度最高的公版習題解答資料160將會被找尋出來,如此對應有正確之答案的內容自然會被找尋出來。More specifically, the intelligent
還需一提的是,匹配度係可供系統1的後台系統人員設定有門檻百分比率,如此只有匹配度大於或等於門檻百分比率的公版習題解答資料160方能被找尋出來。例如,系統1預設門檻百分比率為95%,那麼只有發問詞句101或發問圖片103與公版習題解答資料160內之題目資料的匹配度達到95%或更高的公版習題解答資料160才會被智能客服務模組10找尋出來以回覆提供予提問者6的提問者終端裝置60,其中,公版習題解答資料160便包含有正確的答案。It should also be mentioned that the matching degree allows the background system personnel of
若智能客服模組10無法找尋出匹配度大於或等於門檻百分比率的公版習題解答資料160時,此時,智能客服模組10將會與提問者6之提問者終端裝置60建立語音客服連線或文字客服連線,也就是將由人工客服進行接手。If the intelligent
針對於此更詳細地說,語音客服連線係由語音客服模組17所執行,語音客服模組17係資料連接智能客服模組10,語音客服模組17提供至少一位語音客服人員7透過其之語音客服終端裝置70進行登入,藉以讓無法找尋出匹配度大於或等於門檻百分比率的公版習題解答資料160時,由至少一位語音客服人員7透過其之語音客服終端裝置70接手進行回覆。In more detail, the voice customer service connection is performed by the voice
亦或由文字客服模組18所執行,文字客服模組18係資料連接智能客服模組10,文字客服模組18提供至少一位文字客服人員8透過文字客服終端裝置80登入,藉以讓無法找尋出匹配度大於或等於門檻百分比率的公版習題解答資料160時,由至少一位文字客服人員8透過其之文字客服終端裝置80接手進行回覆。Or it is executed by the text
以上所述僅為本發明之較佳實施例而已,並非用以限定本發明之範圍;凡其它未脫離本發明所揭示之精神下所完成之等效改變或修飾,均應包含在下述之專利範圍內。The above descriptions are only preferred embodiments of the present invention, and are not intended to limit the scope of the present invention; all other equivalent changes or modifications made without departing from the spirit disclosed in the present invention shall be included in the following patents within the range.
1:智能客服系統 10:智能客服模組 12:標記配對模組 14:通用資料庫 16:公版解答資料庫 17:語音客服模組 18:文字客服模組 140:主動發問習題資料 142:社群發問習題資料 144:學生發問習題資料 146:常見發問習題資料 148:爬蟲發問習題資料 150:解答資料 160:公版習題解答資料 6:提問者 7:語音客服人員 8:文字客服人員 60:提問者終端裝置 70:語音客服終端裝置 80:文字客服終端裝置 101:發問詞句 103:發問圖片 201:最高匹配度公版習題解答資料 203:最高圖片匹配度公版習題解答資料1: Intelligent customer service system 10: Intelligent customer service module 12: Mark the matching module 14: General database 16: Public Answer Database 17: Voice customer service module 18: Text customer service module 140: Take the initiative to ask questions 142: Community Questions and Exercise Materials 144: Students ask questions 146: Frequently Asked Questions Information 148: Reptiles asking questions 150: Answer information 160: Answers to public exercises 6: The questioner 7: Voice customer service staff 8: Text customer service staff 60: Questioner terminal device 70: Voice customer service terminal device 80: Text customer service terminal device 101: Question phrases 103: Question pictures 201: The highest matching degree public version of the exercise solution information 203: Answers to the public version of the highest picture matching degree
第1圖係為綜合學生習題發問頻率以整合回應的智能客服系統的示意圖; 第2圖係為綜合學生習題發問頻率以整合回應的智能客服系統之另一系統的示意圖;以及 第3圖係為綜合學生習題發問頻率以整合回應的智能客服系統透過網際網路與提問者終端裝置、語音客服終端裝置及文字客服終端裝置進行雲端即時互動教育資料傳遞的系統架構示意圖。Figure 1 is a schematic diagram of an intelligent customer service system that integrates the frequency of students' questioning to integrate responses; Figure 2 is a schematic diagram of another system of the intelligent customer service system that integrates the frequency of students' practice questions to integrate responses; and Figure 3 is a schematic diagram of the system architecture of the intelligent customer service system that integrates the frequency of students' questioning and responses to the questioner's terminal device, voice customer service terminal device, and text customer service terminal device through the Internet to transmit real-time interactive education data in the cloud.
1:智能客服系統 1: Intelligent customer service system
10:智能客服模組 10: Intelligent customer service module
12:標記配對模組 12: Tag Pairing Mods
14:通用資料庫 14: General database
16:公版解答資料庫 16: Public solution database
17:語音客服模組 17: Voice customer service module
18:文字客服模組 18: Text customer service module
140:主動發問習題資料 140: Take the initiative to ask questions
142:社群發問習題資料 142: Community Questions and Exercise Materials
144:學生發問習題資料 144: Students ask questions
146:常見發問習題資料 146: Frequently Asked Questions
148:爬蟲發問習題資料 148: Reptiles ask questions
150:解答資料 150: Answer information
160:公版習題解答資料 160: Answers to public exercises
6:提問者 6: The questioner
7:語音客服人員 7: Voice customer service staff
8:文字客服人員 8: Text customer service staff
60:提問者終端裝置 60: Questioner terminal device
70:語音客服終端裝置 70: Voice customer service terminal device
80:文字客服終端裝置 80: Text customer service terminal device
101:發問詞句 101: Question phrases
103:發問圖片 103: Asking pictures
201:最高匹配度公版習題解答資料 201: The highest matching degree public version of the problem solving materials
203:最高圖片匹配度公版習題解答資料 203: The highest image matching degree public version exercise solution information
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