Consultation service-based information processing method and apparatus

An information processing method and consulting business technology, which are applied in the field of information processing methods and devices based on consulting business, and can solve problems such as poor applicability

Inactive Publication Date: 2017-09-19
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0007] The embodiment of the present application provides an automatic question-and-answer method for customer service, which is used t

Method used

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  • Consultation service-based information processing method and apparatus
  • Consultation service-based information processing method and apparatus
  • Consultation service-based information processing method and apparatus

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Embodiment Construction

[0025] In order to make the purpose, technical solution and advantages of the present application clearer, the technical solution of the present application will be clearly and completely described below in conjunction with specific embodiments of the present application and corresponding drawings. Apparently, the described embodiments are only some of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0026] As mentioned above, the existing automatic question-and-answer customer service system (in order to distinguish it from the manual customer service system, so it is referred to as the automatic customer service system hereinafter) usually only adopts a single consultation mode, which leads to a relatively single consultation result for the user....

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Abstract

The invention discloses a consultation service-based information processing method and apparatus. The method comprises the steps of receiving a question input by a user; performing text format processing on the question to generate a standard question text; calling various started consultation engines to process the standard question text to generate initial consultation results; according to a preset reliability rule, determining the reliability of the initial consultation results; according to the determined reliability of the initial consultation results, determining the initial consultation result matched with the standard question text; and displaying the initial consultation result as a consultation result of the question. Through the method, for diversified user questions, answers better meeting user expectation can be selected out from multiple consultation results, so that the accuracy of reply is improved.

Description

technical field [0001] The present application relates to the field of computer technology, in particular to an information processing method and device based on consulting services. Background technique [0002] With the development of information technology, online systems can provide users with more and more abundant business services. In order for users to smoothly obtain services provided by the online system and to solve problems encountered in the process of obtaining business services, the online system usually sets up a customer service system to provide users with business consulting services. [0003] At present, the customer service system in the online system is usually a manual customer service system, but as the number of visits to the online system increases day by day, the number of users who conduct business consultation is also increasing, which leads to the traditional manual customer service system being limited by the number of customer service personne...

Claims

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Application Information

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IPC IPC(8): G06F17/30
CPCG06F16/3329
Inventor 魏洪平阮淑梨阮征
Owner ADVANCED NEW TECH CO LTD
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