Refined customer service knowledge base system and working method thereof

A technology that refines customers and knowledge bases, applied in the fields of knowledge base servers and customer service

Inactive Publication Date: 2014-10-22
JIANGSU UNIV OF SCI & TECH
View PDF4 Cites 3 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] 3. The problem of knowledge granularity

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Refined customer service knowledge base system and working method thereof

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0078] In order to make the purpose, technical solution and advantages of the present invention clearer, a refined customer service knowledge base system and its working method of the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0079] A refined customer service knowledge base system and its working method of the present invention facilitate the maintenance and management of sentence grammar knowledge and customer service knowledge by the user through the knowledge framework model defined in the present invention and the realized system.

[0080] In order to describe the technical solution more clearly, the following terms are explained in conjunction with the characteristics and design requirements of the present invention:

[0081] (1) Business: ...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

Abstract

The invention discloses a refined customer service knowledge base system and a working method thereof. The system includes: a user management module, a user login module, a business dimensionality selection module, a business loading module, a business management module, a knowledge point management module, a fine-grained knowledge point management module, an answer management module, a frequently asked question and answer pair management module, a dictionary management module, a sentence pattern and grammar management module and a sentence pattern and grammar automatic generation module. The method includes: a system login process, an answer management process, a frequently asked question and answer pair management process, a dictionary management process, and a sentence pattern and grammar management process. The refined customer service knowledge base system in the invention combines or searches an answer by a grammar action performing part, thereby realizing indirect mapping of sentence pattern and grammar knowledge to answer knowledge. Through a form of business+knowledge point+fine-grained knowledge point+answer, coarse-grained knowledge is mapped to fine-grained answer knowledge, and the refined answer knowledge can better serve customers, thereby improving customer service efficiency and satisfaction.

Description

technical field [0001] The invention relates to the field of knowledge base server and customer service, in particular to the customer service industry knowledge database server and its working method. Background technique [0002] The knowledge base is a structured, easy-to-operate, easy-to-use, comprehensive and organized knowledge cluster in knowledge engineering. It is aimed at the needs of solving problems in a certain (or some) fields, and uses a certain (or several) knowledge representation methods in the computer memory. A collection of interconnected pieces of knowledge stored, organized, managed, and used in . The knowledge base server is the database server and its system that store the knowledge base. The knowledge base has become an essential tool for the customer service department to answer customer questions and improve work efficiency. With the continuous development of business, the needs of customers and the requirements for service quality continue to i...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
IPC IPC(8): G06Q10/06G06F17/30
Inventor 王卫民储美玉贺冬春
Owner JIANGSU UNIV OF SCI & TECH
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap