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Method and system for realizing automatic reply

A technology of automatic answering and responding to messages, applied in the direction of automatic call answering/message recording/call recording, transmission system, digital transmission system, etc., can solve the problem of high cost, reduce costs, reduce hardware investment, and respond accurately to messages.

Active Publication Date: 2011-09-21
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] However, such a customer service center still needs to use a large number of customer service personnel to answer and answer the customer's consultation calls, so the cost is still very high, and most of the customer consultation questions are the same or similar questions

Method used

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  • Method and system for realizing automatic reply
  • Method and system for realizing automatic reply
  • Method and system for realizing automatic reply

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Embodiment Construction

[0049] In order to make the object, technical solution and advantages of the present invention more clearly, the present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0050] figure 1 It is a schematic diagram of an exemplary structure of an automatic answering system according to the present invention. Such as figure 1 As shown, the system includes:

[0051] The instant messaging server 101 is used to set up the instant messaging connection between the instant messaging client 100 and the chat robot server 102;

[0052] The instant messaging client 100 is configured to send a session message containing a question to the chat robot server 102 through the instant messaging connection;

[0053] The chat robot server 102 is configured to receive the conversation message sent by the instant messaging client 100, automatically query the knowledge base to determine the answer matching the question cont...

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Abstract

The system comprises: an instant communication server used for establishing the connection between the instant communication client side and the robot chat server; an instant communication client side used for sending the session message to the robot chat server via the instant communication connection; a robot chat server used for receiving the session message sent from the instant communicationclient side, finding the answer, and sending the answering message to the communication client side. The Invention also reveals a method thereof.

Description

technical field [0001] The present invention relates to the technical field of Instant Messaging (IM) and automatic answering based on artificial intelligence, more specifically, the present invention relates to a system and method for realizing automatic answering. Background technique [0002] At present, the enterprise customer service system generally adopts the call center (Call Center). Traditional call centers are based on the Public Switched Telephone Network (PSTN), and are generally connected to the PSTN by a queuing machine. The queuing machine transfers the customer's call to the artificial seat of the business representative, and the business representative provides information service to the customer by answering the call. With the development of computer and communication technology, the call center has introduced voice automatic answering system and computer telephony integration (CTI) technology. Its basic system consists of CTI server, automatic voice resp...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/58H04M1/64H04W4/12
Inventor 余祥鑫邓大付杨海松
Owner TENCENT TECH (SHENZHEN) CO LTD
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