System and method for processing complex SMS (short message service) message of mobile customer hotline SMS messaging service hall

Abstract

The invention relates to a system and method for processing complex an SMS message of a mobile customer hotline SMS messaging service hall. The system comprises a login module for entering an operator reply module and a knowledge base maintenance module after passing validation of login information, an SMS message access module for receiving SMS messages incapable of being understood by the SMS messaging service hall, a natural language understanding module for understanding the content of an SMS message, a knowledge base module for managing mobile knowledge, an automatic replay module for automatically replaying SMS messages with high recognition rate, an operator replay module for manually reviewing and replying natural language understanding results by an operator, with the replaying content coming from the knowledge base, an answer knowledge search module for acquiring answer knowledge according to the SMS information and the natural language understanding results, a knowledge base searching module for inputting a natural language problem and searching the desired answer knowledge, a knowledge template instantiation module for obtaining a concrete knowledge answer, and a trigger operation module for being triggered to complete execution when the SMS content contains the execution requirement of a business action.

Description

technical field [0001] The invention relates to the fields of large-scale knowledge processing, mobile customer service, natural language processing and automatic management, in particular to a complex short message processing system and method thereof which cannot be processed by a mobile customer hotline short message service hall. Background technique [0002] In order to solve various problems and difficulties encountered by mobile customers in the process of using mobile phones, China Mobile Communications Corporation has set up customer service hotlines all over the country. Customers can send text messages to the customer hotline at any time to consult and handle various businesses, and to grasp their own phone bills, etc. The short message business hall (short hall for short) is the existing system responsible for processing the short messages sent by customers to the customer hotline. It can process the formatted SMS content sent by customers, and help users comple...

AI Technical Summary

Problems solved by technology

[0003] However, the existing short message service hall system has the following three prominent problems: 1. The natural language processing capability of the short message service hall is limited, and it can only understand some fixed-format consultation text or instructions; Many of the short messages are for inquiries about knowledge about mobile communications, or to provide suggestions and complaints to mobile communication companies, and the existing short hall system for these short messages cannot be processed normally.

3. The short hall system can only handle consultations sent through the SMS channel through the mobile customer service hotline. The SMS service hall system has no processing capacity for SMS messages sent through other electronic channels.

[0004] At the same time, the intelligent knowledge base system developed by our company has strong natural language processing ability and knowledge management ability. Intelligent knowledge base lacks the ability to perform business actions

As a result, the demand for performing business actions sent by customers to the intelligent knowledge base system is not met

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