WO2008116403A2 - Procédé, système et équipement pour service aux clients - Google Patents

Procédé, système et équipement pour service aux clients Download PDF

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Publication number
WO2008116403A2
WO2008116403A2 PCT/CN2008/070289 CN2008070289W WO2008116403A2 WO 2008116403 A2 WO2008116403 A2 WO 2008116403A2 CN 2008070289 W CN2008070289 W CN 2008070289W WO 2008116403 A2 WO2008116403 A2 WO 2008116403A2
Authority
WO
WIPO (PCT)
Prior art keywords
answer
customer service
sentence
natural language
terminal
Prior art date
Application number
PCT/CN2008/070289
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English (en)
Chinese (zh)
Other versions
WO2008116403A3 (fr
Inventor
Rongling Yu
Original Assignee
Tencent Technology (Shenzhen) Company Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Tencent Technology (Shenzhen) Company Limited filed Critical Tencent Technology (Shenzhen) Company Limited
Publication of WO2008116403A2 publication Critical patent/WO2008116403A2/fr
Publication of WO2008116403A3 publication Critical patent/WO2008116403A3/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation or dialogue systems

Definitions

  • the present invention relates to the field of instant messaging, and more particularly to a method, system and apparatus for implementing customer services. Background of the invention
  • customer service (known as customer service) is well known, and the quality of customer service has become one of the key factors for companies and even individuals to win in the fierce competition.
  • the method is implemented by publishing the instant messaging account of the customer service personnel (such as MSN, OICQ, etc.) in the network.
  • the network user When the network user establishes a connection with the network user, the user can provide consulting services through instant communication.
  • the specific implementation process is as follows: (1) The user establishes a friend connection between his own instant messaging account and the instant messaging account of the customer service personnel; (2) the user sends a consulting sentence through the client where the user is located, that is, the user's consulting information, including Statements, phrases, phrases, and other forms are collectively referred to as consulting sentences in this patent; (3) The server in the network receives the consulting sentence sent by the user and forwards it to the client where the customer service personnel are located; (4) Customer service The person responds to the consultation sentence and feeds the answer back to the server; (5) The server receives the answer and forwards it to the user.
  • an instant communication account of multiple customer service personnel can be provided, and Each instant messaging account can communicate with a large number of users at the same time, so it has greater flexibility and scalability than the traditional customer service.
  • the server is only used for information forwarding, and the specific reply still fails to get rid of the manual service mode, and the customer service personnel are required to communicate with the user in real time online, and thus there are certain defects.
  • Statistics show that a large proportion of the users' consultation questions are similar, which makes the customer service staff spend a lot of time answering the same questions, and the efficiency is reduced.
  • the customer service staff is easy. If there is an error in the busy, the accuracy of the response is reduced; in addition, once the customer service personnel leave, they cannot provide timely and effective answers to the user's consultation.
  • the present invention provides a method, device and system for implementing customer service.
  • the main technical solutions are as follows:
  • the present invention provides a method for implementing customer service, comprising the steps of: receiving a sentence from a user terminal;
  • the present invention provides a device for implementing customer service, including the following units:
  • a first unit configured to receive a sentence sent by a user terminal
  • the second unit is configured to perform natural language parsing on the sentence received by the first unit
  • the third unit is configured to search for an answer that matches the parsing result sent by the second unit.
  • the present invention provides a system for implementing customer service, including the following devices: a first terminal, configured to send a sentence, and receive an answer of the sentence;
  • the server is configured to perform natural language parsing on the sentence from the first terminal, find an answer that matches the result of the natural language parsing, and send the answer to the first terminal.
  • the server uses the server to perform natural language parsing on the first terminal, that is, the query sentence sent by the user client, and feeds back the found answer matching the parsing result to the user client, because the method is The consultation can be automatically replied independently of the manual mode, thus reducing the workload of the customer service staff and improving the efficiency, accuracy and timeliness of the customer service.
  • FIG. 1 is a structural diagram of a system for implementing customer service in the present invention
  • FIG. 2 is a structural diagram of a system for implementing a customer service in an embodiment of the present invention
  • FIG. 3 is an internal structural diagram of a database of a server in an embodiment of the present invention
  • FIG. 4 is a database of a server in another embodiment of the present invention
  • Figure 5 is a flow chart of a method for implementing customer service in the present invention
  • FIG. 6 is a flow chart of a method of implementing customer service in one embodiment of the present invention. Mode for carrying out the invention
  • the server after receiving the consultation sentence sent by the user client, the server performs natural language analysis on the stored language experience data, and searches for the answer matching the analysis result from the customer service resource data, and then replies to the user client.
  • the language data used for natural language analysis may be language experience data formed according to the experience of language use. (eg: dictionary, word frequency, grammar rules, semantic rules, etc.);
  • the so-called customer service data contains resource information for providing customer service, which contains a large number of answers that can be provided to the user during the process of providing customer service. Only when the server does not find the answer, the consulting sentence sent by the user client is sent to the terminal of the customer service staff, and the customer service staff answers. Since the method can automatically reply to the consultation independently of the manual mode, the workload of the customer service personnel is reduced, and the efficiency, accuracy and timeliness of the customer service are improved.
  • FIG. 1 shows a system structure for implementing a customer service in the present invention, the system including a server
  • client 200 client 300 client
  • connections between the devices in all of the illustrated embodiments of the present invention are intended to clarify the need for their information interaction and control processes and should therefore be considered as logical connections and should not be limited to physical connections.
  • the server 100 is not only used to forward information, but more importantly, the natural language analysis is performed on the consultation sentence sent by the user, and the corresponding answer is searched according to the analysis result and returned to the user, unless the appropriate answer is found, the sentence will be consulted. Forwarded to the customer service staff for answers, so it can largely replace manual operations.
  • the server 100 is typically an instant messaging server, and the scope of the invention should not be limited to a particular type of server.
  • the client includes a user client and a client client, which are typically various terminal devices capable of instant communication, such as a personal computer (Personal Computer, PC), Personal Digital Assistant (PDA), Mobile Phone (MP), etc., so the scope of protection of the present invention should not be limited to a particular type of client.
  • PC Personal Computer
  • PDA Personal Digital Assistant
  • MP Mobile Phone
  • FIG. 2 shows a system structure for implementing customer service in an embodiment of the present invention.
  • the structure includes a server 100, a first client 200 where the user is located, and a second client 300 where the agent is located.
  • the server 100 includes a transceiver unit 101, a language parsing unit 102, a retrieval determination unit 103, and a database 104, where:
  • the transceiver unit 101 is connected to the language parsing unit 102 for performing information interaction with the first client 200 and the second client 300, and specifically includes: receiving a consultation sentence sent by the user through the first client 200, and It is sent to the language parsing unit 102; the answer found by the retrieval determining unit 103 is transmitted to the first client 200, or the consulting sentence is forwarded to the second client 300 according to the instruction of the retrieval determining unit 103.
  • the language parsing unit 102 is connected to the search judging unit 103 and the database 104, and is configured to perform natural language parsing on the consultation sentence sent by the first client 200 according to the language experience data stored in the database 104, and send the parsing result to the search judgment.
  • unit 103 The language parsing unit 102 is connected to the search judging unit 103 and the database 104, and is configured to perform natural language parsing on the consultation sentence sent by the first client 200 according to the language experience data stored in the database 104, and send the parsing result to the search judgment.
  • the process of the natural language parsing by the language parsing unit 102 includes: after receiving the consulting sentence sent by the transceiving unit 101, first performing word segmentation processing; and then segmenting the result according to the language experience data stored in the database 104.
  • the keyword is further determined, and the finally determined keyword is sent to the retrieval determination unit 103 as an analysis result.
  • the search determining unit 103 is connected to the language parsing unit 102 and the database 104, and receives the parsing result sent by the language parsing unit 102, and searches for the corresponding answer from the customer service resource data stored in the database 104, and determines the processing scheme: If the answer is found, the answer is directly fed back to the first client 200; if no answer is found, the query sentence is forwarded to the second client 300 through the transceiver unit 101 together with the context, and the customer service staff answers.
  • the retrieval decision unit 103 also instructs the transceiving unit 101 to send the consultation sentence and its context together to the second client.
  • the first client's consulting content is very rich, and the content of the consulting sentence sent to the second client may express the semantic environment of the current conversation, the topic (topic), and the previous consulting sentence, that is, the context has Very close relationship, the information given by the consultation sentence itself is not enough to make the customer service The staff gives the correct answer.
  • the current consultation sentence and its context need to be sent to the second client, so that the customer service staff can answer more accurately.
  • the search determining unit 103 is a search engine. If the parsing result sent by the language parsing unit 102 is a keyword, the corresponding search result is searched from the customer service resource data stored in the database 104 according to the keyword. answer.
  • the database 104 is used to store data required for parsing and retrieval by the present invention, including language experience data and customer service resource data, which are respectively extracted by the language parsing unit 102 and the retrieval judging unit 103.
  • the database 104 further includes a language database 1041 and a resource database 1042 for storing the language experience data and the customer service resource data described above, respectively.
  • the language experience data stored by the language database 1041 includes: a dictionary, a word frequency, a syntax rule, a semantic rule, etc.
  • the customer service resource data stored by the resource database 1042 includes various information information that the user may desire to know.
  • the customer service resource data is related information of various commodities, including the model, price, brand, quantity, and the like of the commodity.
  • the present invention can store customer service resource data in various ways, such as a question and answer form, and the questions and answers are stored in a database one by one, such as a link form, and the questions and answers are stored in different data segments, but are established between the two.
  • a question and answer form such as a question and answer form
  • the questions and answers are stored in a database one by one, such as a link form
  • the questions and answers are stored in different data segments, but are established between the two.
  • the mapping relationship and so on.
  • the agent can log in to the server 100 periodically to perform maintenance and update on the language experience data and the customer service resource data stored in the database 104.
  • the database 104 includes a language database 1041 and a resource database 1042, respectively storing the aforementioned language experience data and customer service resource data, and further includes an information maintenance module 1043 dedicated to the language database 1041 and the resource database 1042.
  • the stored data is maintained and updated.
  • the information maintenance module 1043 has an information maintenance interface (not shown) for logging in and performing maintenance operations of the agent.
  • the customer service system is used for commodity trading, and the customer service resource data is related information of various commodities. When the customer service personnel inputs the updated product information after logging in, the information maintenance module is adopted.
  • the information maintenance module 1043 converts the item information into a form that the resource database 1042 can store and thus saves it to the resource database 1042 for provisioning. It should be noted that the information maintenance module 1043 in the present invention is not necessarily inside the database 104, and may exist independently, and the invention is not limited to the above examples.
  • a user is registered in the first client 200 for sending a consultation sentence to the server 100 and receiving an answer to the feedback.
  • the second client 300 logs in a customer service personnel, and when the server 100 does not find an answer, receives the user's consulting sentence forwarded by the server 100, and feeds the customer service staff's answer to the server 100, and then feeds back to the server 100.
  • the first client 200 Therefore, the presence of the second client 300 in the present invention is only an aid to the server 100, and is substantially different from the prior art in that it relies entirely on manual operations.
  • FIG. 5 shows a method flow for implementing a customer service in the present invention.
  • the method flow is based on the system structure shown in FIG. 2, and the specific process is as follows:
  • the required language experience data and customer service resource data are pre-stored in the server 100.
  • the language experience data includes a dictionary, a word frequency, a syntax rule, a semantic rule, and the like
  • the customer service resource data includes various information information that the user may desire to understand, such as product related information for conducting commodity transactions, for Business process related information for a new business, and so on.
  • the invention can store customer service resource data in a plurality of ways, and the customer service resource data can include multiple questions and their corresponding answers, wherein the question and the answer can be corresponding to each other, and in addition, the question and answer can be stored in a large amount.
  • the question and answer form that is, the question and the answer are stored statically in the database
  • the link form that is, the question and the answer are stored in different data segments, but a dynamic mapping relationship is established between the two
  • Customer service resource data can also be a multi-dimensional data Library, which indexes the answers based on the type of sentence, topic, keyword, etc.
  • the customer service personnel can periodically log in to the server 100 to perform maintenance and update on the language experience data and the customer service resource data stored in the database 104, thereby continuously improving the customer service system.
  • step S501 the server 100 receives the consultation sentence sent by the user through the first client 200, and performs natural language analysis to obtain the analysis result.
  • the server 100 receives the consultation sentence sent by the user by using the transceiver unit 101, and then performs word segmentation processing by the language parsing unit 102, and then determines according to the language experience data stored in the database 104.
  • the keyword in the word segmentation result is sent to the retrieval determination unit 103 as a result of the analysis.
  • the server 100 uses its retrieval determination unit 103 to find an answer matching the analysis result from the customer service resource data of the database 104, or obtain an answer from the agent.
  • the specific process includes: (1) the search determining unit 103 receives the parsing result of the language parsing unit 102. Since the database 104 stores the customer service resource data in advance, it searches the database 104 whether there is an answer corresponding to the parsing result; (2) Determining the search result: if the suitable answer is searched, the answer is sent to the transceiver unit 101 for transmission, and if not, the command is sent to the transceiver unit 101 to send the user's consultation sentence and its context to the second client. 300.
  • the analysis result received by the retrieval determining unit 103 is a keyword
  • the content matching the keyword is searched for by the keyword to the customer service resource data stored in the database 104.
  • the search determining unit 103 searches for a plurality of answers corresponding to the analysis result, an answer with the highest matching degree is selected and sent to the transceiver unit 101 for transmission to the first A client 200.
  • the retrieval determination unit 103 is an answer searched by a keyword, the degree of matching is determined according to the number of occurrences of the keyword in the searched answer, in an answer The highest number of occurrences of the keyword determines that the answer has the highest degree of matching.
  • the server 100 uses the transceiver unit 101 to reply the obtained answer to the first client 200 where the user is located.
  • the server 100 is disposed between the user and the customer service personnel, and directly communicates with the user, whether the answer searched by the server 100 itself or the answer provided by the customer service personnel is finally forwarded by the server 100 to the user.
  • the server 100 does not search for an answer but is provided by the agent, there is a handover process from the server 100 to the agent, but the process is transparent to the user, and the object that is not aware of the answer has already occurred. Variety.
  • the language parsing unit 102 performs word segmentation processing, and can also extract the sentence type and sentence topic of the consultation sentence.
  • the retrieval judging unit 102 performs retrieval in the customer service resource data stored in the database 104 based on the sentence type of the consultation sentence, the sentence theme, and the keyword. As the conditions for the search increase, the corresponding retrieved answers will be more accurate.
  • the language parsing unit 102 may extract more than one keyword.
  • the retrieval determination unit 103 searches for an answer based on the sentence type, the sentence theme, and each keyword to the customer service resource data stored in the database 104, and then sorts the retrieved candidate answers according to the relevance of the sentence type, the sentence topic, and the keyword. The candidate with the highest relevance is taken as the answer sent to the first client 200. Among them, before the sorting, the retrieved candidate answers can be intersection-processed, and some identical candidate answers are removed.
  • Fig. 6 shows a flow of a method of implementing a customer service in an embodiment of the present invention, the method flow being based on the system structure shown in Fig. 2.
  • the application scenario of this embodiment is e-commerce.
  • the user that is, the buyer, logs in to the first client 200, and the customer service personnel, that is, the seller, logs in the second client 300.
  • the specific process is as follows:
  • the required language experience data and customer service resource data are pre-stored in the database 104 of the server 100.
  • the language experience data includes a dictionary, a word frequency, a syntax rule, a semantic rule, etc.
  • the customer service resource data includes For commodity trading Product-related information, such as the model number, price, quantity, etc. of the product, and the product-related information exists in a question and answer form, and the question and the answer are stored in the database 104 in a one-to-one correspondence.
  • the seller can periodically log in to the server 100 to perform maintenance and update on the language experience data and the customer service resource data stored in the database 104, thereby continuously improving the customer service system.
  • step S601 after receiving the consultation sentence sent by the buyer, the server 100 performs natural language analysis using the language parsing unit 102.
  • step S601 includes two steps: (1) The server 100 performs word segmentation processing on the consulting sentence by using the language parsing unit 102, and the specific word segmentation method includes various types, for example, traditional word segmentation-based word segmentation. The method, the word segmentation method based on the understanding, and the like, thereby obtaining the word segmentation result; (2) further determining the keyword from the word segmentation result, since the database 104 stores language experience data including a dictionary, a word frequency, a syntax rule, a semantic rule, and the like, Then, the keyword in the word segmentation result can be determined, and finally the keyword is sent to the retrieval determination unit 103 as the analysis result.
  • step S602 the server 100 uses the retrieval determination unit 103 to search the database 104 for an answer matching the analysis result.
  • the retrieval determination unit 103 searches the customer service resource data (product related information) stored in the database 104 with the keyword as a search condition, and performs a specific search.
  • the process is similar to the search engine in the prior art.
  • step S603 the retrieval determining unit 103 determines whether an answer is searched, and issues different instructions according to different situations: if no answer is found, a forwarding instruction is sent to the transceiver unit 101; if multiple answers are queried, then a selection is made. A most matching answer and a feedback command is sent to the transceiver unit 101.
  • step S604 since the retrieval determination unit 103 does not search for an answer in the foregoing step S603, and the transceiver unit 101 receives a forwarding instruction, the buyer's consultation sentence is sent. Give the second client 300 where the seller is located, and get the answer from the seller.
  • step S605 after searching for the answer in the foregoing step S603, or obtaining an answer from the seller, the server 100 feeds back the answer to the first client 200 where the buyer is located. So far, a consultation reply process has been completed.

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Abstract

L'invention concerne un procédé, un système et un équipement de service aux clients. Le procédé comprend les étapes suivantes, consistant à recevoir la phrase en provenance du terminal utilisateur, à mettre en oeuvre une analyse de langage naturel sur la phrase, à rechercher la réponse qui correspond au résultat de l'analyse de langage naturel et à renvoyer la réponse au terminal utilisateur. L'invention concerne également le système et l'équipement correspondant au procédé. Le serveur met en oeuvre une analyse de langage naturel sur la phrase d'interrogation envoyée par le client et renvoie les réponses recherchées correspondant au résultatde l'analyse au client. Le procédé permet de répondre automatiquement à des interrogations indépendamment de modes manuels. La charge de travail du personnel de service est réduite, et l'efficacité, la précision et la pontualité sont améliorées.
PCT/CN2008/070289 2007-03-28 2008-02-05 Procédé, système et équipement pour service aux clients WO2008116403A2 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN200710073716.4 2007-03-28
CNA2007100737164A CN101193071A (zh) 2007-03-28 2007-03-28 一种基于即时通信的客服方法、系统及设备

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WO2008116403A2 true WO2008116403A2 (fr) 2008-10-02
WO2008116403A3 WO2008116403A3 (fr) 2011-02-10

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