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Method, device and system for implementing automatic response

An automatic answering and user technology, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve problems such as insufficient processing capacity and lack of processing complex service logic.

Active Publication Date: 2017-05-17
CHINA TELECOM CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0017] ●No ability to handle complex service logic: only simple response functions, insufficient processing capabilities in specific application areas

Method used

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  • Method, device and system for implementing automatic response
  • Method, device and system for implementing automatic response
  • Method, device and system for implementing automatic response

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Embodiment Construction

[0065] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. The following description of at least one exemplary embodiment is merely illustrative in nature and in no way taken as limiting the invention, its application or uses. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0066] The relative arrangements of components and steps, numerical expressions and numerical values ​​set forth in these embodiments do not limit the scope of the present invention unless specifically stated otherwise.

[0067] At the same time, it should be understood that, for the convenience of d...

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PUM

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Abstract

The invention discloses a method, a device and a system for implementing automatic response. The method comprises the following steps: after receiving a user request, a control device generates a corresponding business request and takes the business request as a current business handling request, wherein the business request includes information points involved in the user request; whether the current business handling request is complete is judged according to the information points included in the current business handling request; if the current business handling request is complete, a knowledge base is queried according to the information points included in the current business handling request; the most relevant matching information is given to the user; after feedback information is received from the user, the category of the feedback information is identified; and if the feedback information shows that the user confirms to handle a business, the business is handled. Users can start a service process without having an understanding of all service items in advance. Based on natural language description, complex business logic of service can be implemented. Thus, demanded service can be selected for users.

Description

technical field [0001] The present invention relates to the field of natural language processing, in particular to a method, device and system for realizing automatic answering. Background technique [0002] The customer service system is a coordinated system of personnel, business process, technology and strategy, which provides an appropriate channel to obtain organizational resources, and creates customer value and enterprise value through an interactive communication method. The customer service system is a coordinated system of personnel, business process, technology and strategy, which provides an appropriate channel to obtain organizational resources, and creates customer value and enterprise value through an interactive communication method. [0003] Human agent answering and automatic answering are the most important functions in the customer service system. Features of human agent answering include: [0004] ●It can provide the best user service experience, and c...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/527
Inventor 毕奇赵嵩梅承力
Owner CHINA TELECOM CORP LTD