Method and apparatus for providing answers to frequently asked questions

A question-answering, high-frequency technology, applied in the field of computer networks, can solve the problems of unresponsiveness, complex and time-consuming problems of users, and achieve the effect of high efficiency and improved processing efficiency.

Active Publication Date: 2015-08-12
BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The above-mentioned existing solutions for dealing with high-frequency problems are complex and time-consuming, and require the support

Method used

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  • Method and apparatus for providing answers to frequently asked questions
  • Method and apparatus for providing answers to frequently asked questions
  • Method and apparatus for providing answers to frequently asked questions

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[0027] Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, which include various details of the embodiments of the present invention to facilitate understanding and should be considered as exemplary only. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted from the following description for clarity and conciseness.

[0028] figure 2 It is a schematic diagram of basic steps of a method for providing answers to high-frequency questions according to an embodiment of the present invention. like figure 2 As shown, the basic steps of the method for providing answers to high-frequency questions according to the embodiment of the present invention include the following steps S21 to S23.

[00...

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Abstract

The present invention discloses a method and apparatus for providing answers to frequently asked questions, which can increase the load capacity of the system dealing with frequently asked questions and help to quickly respond to frequently asked questions. The method of providing answers to frequently asked questions disclosed in the present invention includes: according to the preselected set of frequently asked questions, obtaining the classification model of the high- frequently asked questions by a text classification algorithm, wherein the frequently asked questions with the same answers are classified into a same class; by using the classification model, determining the class or classes of the frequently asked questions which current to-be-answered frequently asked question may belong to; according to the possibility of the current to-be-answered frequently asked question belonging to the determined classes of the frequently asked questions, responding to current to-be-answered frequently asked question.

Description

technical field [0001] The invention relates to computer network technology, in particular to a method and device for providing high-frequency question answers. Background technique [0002] Answering customer inquiries is a common part of daily operations for e-commerce companies. Some companies have a large number of customer service personnel who answer customer questions by manually answering the phone or communicating online. This method consumes a lot of manpower and is costly. Some companies present the questions and their answers on the pages of the website, allowing users to find the answers themselves. This practice often annoys customers, affects website traffic, and makes it difficult for customers to quickly find questions and their answers when the number of questions is large. [0003] In order to facilitate customers to quickly find answers to questions and ease the pressure on customer service, these companies have or are developing intelligent chat system...

Claims

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Application Information

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IPC IPC(8): G06F17/30
Inventor 陈超
Owner BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD
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