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Customer service center question column information management method and device

A customer service center and information management technology, applied in the computer field, can solve problems such as low timeliness and high labor costs, and achieve the effect of saving costs

Inactive Publication Date: 2017-10-31
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Obviously, the above-mentioned traditional methods require additional methods to obtain user needs, require a large labor cost, and have low timeliness

Method used

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  • Customer service center question column information management method and device
  • Customer service center question column information management method and device
  • Customer service center question column information management method and device

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Embodiment Construction

[0040] In order to make the purpose, technical solution and advantages of the present invention more clear, 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.

[0041] The customer service center question column information management method provided by the embodiment of the present invention can be applied to figure 1 In the application environment shown, such as figure 1 As shown, the terminal 110 communicates with the server 120 through a network. Wherein, the server 120 refers to a server for managing the information in the question column of the customer service center. Specifically, the user inputs keywords through the terminal 110 to perform a question query operation, and the terminal 110 generates a question query request and sends it to the...

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Abstract

The invention relates to a customer service center question column information management method and device. The method comprises the steps that a question query request sent by a first terminal is acquired, wherein the question query request contains an input keyword, and question query is performed according to the keyword; when the question query performed according to the keyword fails, the keyword is expanded according to a preset question template to generate a first question relevant to the keyword; and the first question is sent to the first terminal so that the first terminal can display the first question. The first question automatically generated through the keyword input by a user during query can accurately reflect the demand of the user, additional other resources used for knowing the demand of the user can be saved while it is guaranteed that a customer service center question column question is made accurately and effectively, and therefore cost is saved.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a method and device for managing information in a question column of a customer service center. Background technique [0002] In today's commercial insurance industry, some authoritative insurance institutions will continue to introduce a wide variety of insurance products, and continue to develop rich functions for each insurance product. For example, the application program of life insurance is divided into modules such as wealth, activity, and policy. Obviously, due to the rich functions, users often need to consult on some processes or functions. Among them, the question column of the customer service center is one of the important ways for users to seek advice. The question column of the customer service center displays common operating problems or business problems in the question column in the form of question and answer, and users can query questions through the quest...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06F17/30
CPCG06F16/951G06Q30/016
Inventor 陈海滨
Owner PING AN TECH (SHENZHEN) CO LTD
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