Method and system for predicting problem

A technology for problems and users, applied in the field of pre-judgment problems, it can solve problems such as failure to consider individual differences of users, poor pre-judgment effect, incomplete order status, etc., to achieve good flexibility and scalability, and reduce the degree of manual participation , the effect of saving labor costs

Inactive Publication Date: 2018-10-09
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

[0004] The existing technology is basically based on various rules summarized by customer service personnel through work experience, such as the rule: the order time exceeds 3 days, but the order status is incomplete, and the rule corresponds to the question: why has the product I bought not been delivered yet?
[0005] In the process of realizing the present invention, the inventor found that there are at least the following problems in the prior art: the rules are all summed up by customer service through subjective thinking, and it is inevitable that there will be deviations caused by insufficient understanding
At the same time, the rules do not take into account the differences of individual users, resulting in poor prediction results

Method used

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  • Method and system for predicting problem

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Embodiment Construction

[0031] Exemplary embodiments of the present invention are described below in conjunction with the accompanying drawings, which include various details of the embodiments of the present invention to facilitate understanding, and they should be regarded 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 in the following description for clarity and conciseness.

[0032] figure 1 is a schematic diagram of a method for predicting problems according to an embodiment of the present invention. Such as figure 2 As shown, a method for predicting problems in the embodiment of the present invention mainly includes the following steps:

[0033] Step 1, converting user features into feature vectors in numerical form;

[0034] Step 2, usi...

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Abstract

The present invention provides a method and a system for predicting a problem. The method for predicting the problem comprises: step one, converting a user feature into a feature vector in a numericalform; step two, using a training model to train the feature vector to obtain a dictionary vector; and step three, pushing one or more questions corresponding to the dictionary vector to the user.

Description

technical field [0001] The present invention relates to a method and system for predicting problems. Background technique [0002] With the rapid development of the e-commerce industry, the demand for customer service personnel is also increasing. At present, customer service personnel are passively waiting for users to ask questions, and then answering users' questions. Few customer service systems can pre-judge the questions that users will consult, and cannot improve user experience. [0003] It is in this scenario that the pre-judgment problem arises as the times require. By predicting the question that the user wants to ask, and then directly displaying the question to the user, the user's manual input is avoided, and the user's operation experience is improved. [0004] The existing technology is basically based on various rules summed up by customer service personnel through work experience, such as the rule: the order time exceeds 3 days, but the order status is i...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30
Inventor 杨俊
Owner BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD
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