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Customer service question answering processing method and device

A technology of question answering and processing methods, applied in the Internet field, can solve problems such as high cost and low efficiency

Inactive Publication Date: 2017-08-11
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] This application provides a customer service question answering processing method and device to solve the problem of low efficiency and high cost of expert answers in the prior art

Method used

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  • Customer service question answering processing method and device
  • Customer service question answering processing method and device
  • Customer service question answering processing method and device

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Embodiment Construction

[0099] Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numerals in different drawings refer to the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with this application. Rather, they are merely examples of apparatuses and methods consistent with aspects of the present application as recited in the appended claims.

[0100] The terminology used in this application is for the purpose of describing particular embodiments only, and is not intended to limit the application. As used in this application and the appended claims, the singular forms "a", "the", and "the" are intended to include the plural forms as well, unless the context clearly dictates otherwise. It should also be understood that the term...

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Abstract

The invention provides a customer service question answering processing method and device. The method is applied to a customer service staff training platform. The method comprises the steps that a question set sent by a customer service robot system is received, wherein the question set records questions which cannot be solved by a customer service robot; the questions in the question set are sent to a plurality of clients, wherein the clients are used for displaying the questions to customer service staff and acquiring answer information input by the customer service staff; the answer information, fed back by the clients, about the sent questions is received; the answer to each question is determined from multiple pieces of answer information; and the determined answers are sent to the customer service robot system after being associated with the corresponding questions. By use of the embodiment, question answering cost can be lowered.

Description

technical field [0001] The present application relates to the field of Internet technologies, and in particular to a method and device for answering customer service questions. Background technique [0002] The customer service robots currently used to answer user questions are mainly based on the knowledge base. Questions and answers are stored in the knowledge base here, and each question will have an answer, that is, there is a corresponding relationship between questions and answers. [0003] If the question raised by the user can be matched with the corresponding answer in the knowledge base, the customer service robot can quickly provide the answer to the user. [0004] In the prior art, in order to improve the success rate of answering questions by the customer service robot, the questions that the customer service robot cannot answer will be handed over to experts for answering. Specifically, each question is only presented to one expert for answering, and the expe...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06Q30/00
CPCG06F16/3329G06Q30/016
Inventor 王占东黄剑
Owner ADVANCED NEW TECH CO LTD
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