TWI759598B - An intelligent customer service system that integrates the frequency of student practice questions to integrate responses - Google Patents

Abstract

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

An intelligent customer service system that integrates the frequency of student practice questions to integrate responses

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.

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.

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.

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. .

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.

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.

In view of this, the present invention provides an intelligent customer service system that integrates the frequency of students' questioning to integrate responses.

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.

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.

As shown in FIG. 1 , it is a schematic diagram of an intelligent customer service system 1 that integrates the frequency of students' questioning to integrate responses, which is suitable for a cloud-based real-time interactive educational data processing environment.

The intelligent customer service system 1 , which integrates the frequency of students' questioning and answers, includes an intelligent customer service module 10 , a mark matching module 12 , a general database 14 and a public answer database 16 .

The general database 14 stores the active questioning exercise data 140 uploaded by the students through their terminal devices to actively ask questions. The students share exercises to third-party electronic devices or social networking sites for questioning through the sharing function of their terminal devices. 142 of community-asked practice questions, data 144 of student-asked questions uploaded by teachers through their terminal devices, 146 of frequently-asked questions and practice questions set by the system itself, and/or retrieved from third-party databases through crawler technology. The crawler questioning exercise data 148 that students often ask questions and the answering data 150 that can correctly correspond to the questioning exercise data are stored.

The above paragraphs are intended to describe the types of data stored in the general database 14. The active question-asking exercise data 140 refers to students who perform questions on their terminal devices by themselves, such as directly inputting the content of the exercises they want to ask questions on the terminal device and then writing the questions. and the uploaded content is referred to as the active question question material 140 in the present invention, and the active question question question material 140 will be stored in the general database 14;

The community questioning exercise data 142 refers to the exercise question data that the students share to third-party electronic devices or social networking sites through the sharing function of their terminal devices for questioning, and the general database 14 of the present invention also contains Collect this type of data for subsequent tag matching;

The student questioning exercise data 144 refers to the student questioning exercise data stored in the terminal device of the teacher, that is, the content data of the frequently asked questions collected and stored by the teacher, and the general database 14 of the present invention also contains Collect this type of data for subsequent tag matching;

The frequently asked questions and exercise data 146 set by the system side is for the back-end system personnel to input the relevant exercise data that students often ask, so as to expand the learning problem data that can be marked and matched in the future;

In addition, the present invention can also use crawler technology to retrieve the crawler questioning exercise data 148 that students often ask questions from a third-party database. For all possible collected learning problem data, the third-party database can be a government unit database, an educational unit organization database and/or a private enterprise database.

The solution data 150 corresponding to the above-mentioned various learning problem data will also be stored in the general database 14 .

The tag pairing module 12 will access the general database 14 and will access the active questioning exercise data 140, the community questioning exercise data 142, the student questioning exercise data 144, the common questioning exercise data 146 and/or the crawling questioning exercise data 148 and the These solution data 150 are tagged with data, and through pairing, the problem data and the solution data with the same data tag are linked from the problem-issued problem data and the solution data, so as to generate the public version of the problem solution data. 160 is stored in the public version solution database 16, and the marking matching module 12 can also mark the public version problem solving data 160 as data.

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 exercise solution data 160 .

In addition, the marking and matching module 12 will also automatically link the completed exercises and answers to generate the public version of the exercise solution data 160, and the marking and matching module 12 can also perform data marking on the public version of the exercise solution data 160. In order to achieve the induction of label attributes.

The intelligent customer service module 10 is connected to the general database 14, the public answer database 16 and the mark matching module 12. The intelligent customer service module 10 receives the questioning phrases sent from the electronic device of the questioner, and according to the questioning phrases The characters, numbers, symbols and/or formulas are matched with the full text in the public version solution database 16, so as to find out the public version problem solution data 160 with the highest matching degree, and transmit it to the electronic device of the questioner for further processing. Reply.

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 customer service module 10 will parse the questioning picture and obtain the characters, numbers, symbols and /or formulas are sent to the public version solution database 16 for full-text matching, so as to find out the public version problem solution data 160 with the highest matching degree, and transmit it to the electronic device of the questioner for replying.

More specifically, the intelligent customer service module 10 compares the words, numbers, symbols and/or formulas in the question words or the question pictures with the words, numbers, symbols and/or formulas in the question part of the public problem solving data 160 . If there is a match, the public version exercise solution data 160 with the highest matching degree of the data of the question will be found, so that the corresponding content with the correct answer will naturally be found.

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 exercise solution data 160 whose matching degree is greater than or equal to the threshold percentage rate can be found. For example, the default threshold percentage rate on the system side is 95%, then only the public version of the problem-solving data 160 with the matching degree of the question words or question pictures and the problem data in the public version of the problem-solving data 160 is 95% or higher. The smart customer service module 10 finds out and provides a reply to the questioner, wherein the public version of the problem solving data 160 includes the correct answer.

Please refer to Fig. 2. The difference between Fig. 2 and Fig. 1 is that the system 1 in Fig. 2 further includes a voice customer service module 17 and a text customer service module 18. In this figure, the same description as in Fig. 1 will not be used. To repeat.

The purpose of having the voice customer service module 17 and the text customer service module 18 in FIG. 2 is that if the intelligent customer service module 10 cannot find out the public version of the problem solving data 160 whose matching degree is greater than or equal to the threshold percentage ratio, at this time, the intelligent The customer service module 10 will establish a voice customer service connection or a text customer service connection with the electronic device of the questioner, that is, a human customer service will take over.

In more detail, the voice customer service connection is performed by the voice customer service module 17, the voice customer service module 17 is connected to the intelligent customer service module 10 with data, and the voice customer service module 17 provides at least one voice customer service staff to log in, In this way, when the public version exercise solution data 160 whose matching degree is greater than or equal to the threshold percentage rate cannot be found, at least one voice customer service staff will take over and reply.

Or executed by the text customer service module 18, the text customer service module 18 is connected to the intelligent customer service module 10 with data, and the text customer service module 18 provides at least one text customer service staff to log in, so that it is impossible to find out that the matching degree is greater than or equal to the threshold. When the percentage rate of the public version of the problem solving data is 160, at least one text customer service staff will take over and reply.

As shown in FIG. 3, the intelligent customer service system 1 of the present invention integrates the frequency of students' practice questions to integrate responses to perform real-time interaction in the cloud with the questioner's terminal device 60, the voice customer service terminal device 70 and the text customer service terminal device 80 through the Internet Schematic diagram of the system architecture for the delivery of educational materials.

The intelligent customer service system 1 that integrates the questioning frequency of students' exercises to integrate responses includes an intelligent customer service module 10 , a mark matching module 12 , a general database 14 , a public answer database 16 , a voice customer service module 17 and a text customer service module 18 .

The general database 14 stores the active questioning exercise data 140 uploaded by the students through their terminal devices to actively ask questions. The students share exercises to third-party electronic devices or social networking sites for questioning through the sharing function of their terminal devices. 142 of community-asked practice questions, data 144 of student-asked questions uploaded by teachers through their terminal devices, 146 of frequently-asked questions and practice questions set by the system itself, and/or retrieved from third-party databases through crawler technology. The crawler questioning exercise data 148 that students often ask questions and the answering data 150 that can correctly correspond to the questioning exercise data are stored.

The above paragraphs are intended to describe the types of data stored in the general database 14. The active question-asking exercise data 140 refers to students who perform questions on their terminal devices by themselves, such as directly inputting the content of the exercises they want to ask questions on the terminal device and then writing the questions. and the uploaded content is referred to as the active question question material 140 in the present invention, and the active question question question material 140 will be stored in the general database 14;

The community questioning exercise data 142 refers to the exercise question data that the students share to third-party electronic devices or social networking sites through the sharing function of their terminal devices for questioning, and the general database 14 of the present invention also contains Collect this type of data for subsequent tag matching;

The student questioning exercise data 144 refers to the student questioning exercise data stored in the terminal device of the teacher, that is, the content data of the frequently asked questions collected and stored by the teacher, and the general database 14 of the present invention also contains Collect this type of data for subsequent tag matching;

The frequently asked questions and exercise data 146 set by the system side is for the back-end system personnel to input the relevant exercise data that students often ask, so as to expand the learning problem data that can be marked and matched in the future;

In addition, the present invention can also use crawler technology to retrieve the crawler questioning exercise data 148 that students often ask questions from a third-party database. For all possible collected learning problem data, the third-party database can be a government unit database, an educational unit organization database and/or a private enterprise database.

The solution data 150 corresponding to the above-mentioned various learning problem data will also be stored in the general database 14 .

The tag pairing module 12 will access the general database 14 and will access the active questioning exercise data 140, the community questioning exercise data 142, the student questioning exercise data 144, the common questioning exercise data 146 and/or the crawling questioning exercise data 148 and the These solution data 150 are tagged with data, and through pairing, the problem data and the solution data with the same data tag are linked from the problem-issued problem data and the solution data, so as to generate the public version of the problem solution data. 160 is stored in the public version solution database 16, and the marking matching module 12 can also mark the public version problem solving data 160 as data.

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 exercise solution data 160 .

In addition, the marking and matching module 12 will also automatically link the completed exercises and answers to generate the public version of the exercise solution data 160, and the marking and matching module 12 can also perform data marking on the public version of the exercise solution data 160. In order to achieve the induction of label attributes.

The intelligent customer service module 10 is connected to the general database 14 , the public answer database 16 and the mark matching module 12 , and the intelligent customer service module 10 receives the questioning phrases 101 sent from the electronic device 60 of the questioner 6 , and according to The text, numbers, symbols and/or formulas in the question phrases are matched with the full text in the public version answer database 16, so as to find out the public version problem solving data 160 with the highest matching degree, and solve the public version exercise problem with the highest matching degree The data type of the data 201 is transmitted to the questioner terminal device 60 of the questioner 6 for replying.

The questioner terminal device 60 of the questioner 6 can also transmit the questioning picture 103 in addition to the questioning phrase 101. If the questioning picture 103 is transmitted, the intelligent customer service module 10 will parse the questioning picture 103 and analyze the characters, numbers, Symbols and/or formulas are matched to the public version solution database 16 for full text matching, so as to find out the public version problem solving data 160 with the highest matching degree, and use the data type of the public version problem solving data 203 with the highest image matching degree. is sent to the questioner's terminal device 60 of the questioner 6 for replying.

That is to say, the intelligent customer service module 10 will find out the public version of the problem solving data 160 with the highest matching degree, so as to maximize the accuracy of the answer.

More specifically, the intelligent customer service module 10 compares the words, numbers, symbols and/or formulas in the question phrase 101 or the question picture 103 with the words, numbers, symbols and/or the question part in the public version of the problem solving material 160 . Formulas are matched, and the public version exercise solution data 160 with the highest matching degree of the data of the question will be found, so that the corresponding content with the correct answer will naturally be found.

It should also be mentioned that the matching degree allows the background system personnel of System 1 to set a threshold percentage rate, so that only the public version exercise solution data 160 whose matching degree is greater than or equal to the threshold percentage rate can be found. For example, the default threshold percentage rate of System 1 is 95%, then only the public version of the problem-solving data 160 with the matching degree of the question word 101 or the question picture 103 and the problem data in the public version of the problem-solving data 160 reaches 95% or higher. It will be found by the smart customer service module 10 to reply to the questioner's terminal device 60 provided to the questioner 6, wherein the public version of the exercise solution data 160 contains the correct answer.

If the intelligent customer service module 10 cannot find out the public version of the problem solving data 160 whose matching degree is greater than or equal to the threshold percentage, the intelligent customer service module 10 will establish a voice customer service connection with the questioner's terminal device 60 of the questioner 6 at this time. Line or text customer service connection, that is, manual customer service will take over.

In more detail, the voice customer service connection is performed by the voice customer service module 17, the data of the voice customer service module 17 is connected to the intelligent customer service module 10, and the voice customer service module 17 provides at least one voice customer service staff 7 through Its voice customer service terminal device 70 logs in, so that at least one voice customer service staff 7 can take over the process through its voice customer service terminal device 70 when it is unable to find the public version exercise solution data 160 whose matching degree is greater than or equal to the threshold percentage rate. Reply.

Or it is executed by the text customer service module 18, the text customer service module 18 is connected to the intelligent customer service module 10 with data, and the text customer service module 18 provides at least one text customer service staff 8 to log in through the text customer service terminal device 80, so that it is impossible to find When the public version problem solving data 160 with the matching degree greater than or equal to the threshold percentage rate is obtained, at least one text customer service staff 8 will take over and reply through its text customer service terminal device 80 .

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: 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

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: Intelligent customer service system

10: Intelligent customer service module

12: Tag Pairing Mods

14: General database

16: Public solution 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

148: Reptiles ask 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: Asking pictures

201: The highest matching degree public version of the problem solving materials

203: The highest image matching degree public version exercise solution information

Claims (6)

An intelligent customer service system that integrates the frequency of students' practice questions to integrate responses, which is suitable for the cloud real-time interactive educational data processing environment, the system includes: a general database, which stores one of the active questions uploaded by the students through their terminal devices. Questions and exercises data, students share exercises to third-party electronic devices or social networking sites through the sharing function of their terminal devices for questioning, a community-issued exercise data, and a student-issued exercise uploaded by the teacher through their terminal devices data, a common questioning exercise data set by the system itself and/or a crawling questioning exercise data that students often ask questions, which is retrieved from a third-party database through crawler technology, and stored that can correctly correspond to the questioning exercise data An answer data of the system, in which the frequently asked questions and exercises data set by the system side can be used by the back-end system personnel to input the relevant exercise data that students often ask, so as to expand the subsequent learning problem data that can be marked and matched. Through the crawler technology To extract the data about the crawler questioning exercises that students often ask questions from the third-party database, so as to expand the subsequent learning problem data that can be marked and matched, so as to include all the learning problem data that may be collected; the marking and matching module, It will access the general database and mark the active questioning data, the community questioning data, the student questioning data, the frequently asked questioning data and/or the crawling questioning data and the answer data (TAG), which links the problem data and the solution data with the same data tag from the problem-asking problem data and the solution data by pairing, and thereby generates public version problem solution data and saves it to a public version of the solution database, and the mark matching module can also mark the data of the public version of the problem solution; and the intelligent customer service module, whose data is connected to the general database, the public version answer database and the mark matching module, The intelligent customer service module receives a question phrase sent from the electronic device of the questioner, and answers the public version according to the characters, numbers, symbols and/or formulas in the question phrase Full-text matching is carried out in the database, so as to find out the public version of the problem solution with the highest matching degree, and send it to the electronic device of the questioner for reply, wherein the intelligent customer service module can still receive the information from the questioner. A questioning picture sent by the electronic device, and the intelligent customer service module will parse the questioning picture and send the text, numbers, symbols and/or formulas obtained after the parsing to the public answer database for full-text matching, so as to Find out the solution data of the public version of the problem with the highest matching degree, and send it to the electronic device of the questioner for replying. For the intelligent customer service system that integrates the questioning frequency of student exercises to integrate responses as described in Item 1 of the scope of the patent application, a threshold percentage rate can be set for the matching degree, so that only those whose matching degree is greater than or equal to the threshold percentage rate The solutions to the exercises can only be found. For the intelligent customer service system that integrates the questioning frequency of student exercises to integrate responses as described in Item 2 of the scope of the patent application, if the public version of the problem solving data whose matching degree is greater than or equal to the threshold percentage rate cannot be found, the intelligent customer service model The group will be able to establish a voice customer service connection or a text customer service connection with the questioner's electronic device. The intelligent customer service system that integrates the questioning frequency of students' exercises to integrate responses as described in item 3 of the scope of application, wherein the voice customer service connection is performed by a voice customer service module, and the voice customer service module is data connected to the intelligent customer service Module, the voice customer service module provides at least one voice customer service staff to log in, so that the at least one voice customer service staff will take over when it is impossible to find the public version exercise solution data whose matching degree is greater than or equal to the threshold percentage rate. Reply. As described in item 3 of the scope of application, the intelligent customer service system that integrates the questioning frequency of students' exercises to integrate responses, wherein the text customer service connection is executed by a text customer service module, and the text customer service module is data connected to the intelligent customer service module. Group, the text customer service module provides at least one text customer service staff to log in, so that when the public version exercise solution data with the matching degree greater than or equal to the threshold percentage rate cannot be found, the at least one text customer service staff will take over and reply. . For the intelligent customer service system that integrates the questioning frequency of student exercises to integrate responses as described in Item 1 or 3 of the scope of application, the third-party database can be a government unit database, an educational unit organization database, and/or a private Enterprise database.

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