An intelligent knowledge integration and retrieval system and method based on an ontology CallCenter platform

Abstract

The invention belongs to the technical field of software development, and particularly relates to an intelligent knowledge integration and retrieval system and method of a Call Center operation and maintenance service platform based on an ontology. The system comprises a document processor, a query conversion module, a proxy retrieval module, a customized processing module, a user interface, a body library and an information library. The user inputs a query statement through a user interface; The query conversion module searches a corresponding concept in the ontology library, performs query conversion on the query according to the obtained information according to the matched concept in the domain ontology, and then queries in an information base by the retrieval agent module; And the query result is processed by the customized processing module and is displayed by the user interface. According to the invention, more humanized services are provided for users; Operation and maintenanceare enabled to adapt to user requirements; Accurate integrated matching retrieval is realized, and the information of the knowledge base follows the trend day-to-day difference.

Description

technical field [0001] The invention belongs to the technical field of software development, and in particular relates to an intelligent knowledge integration and retrieval system and method of an ontology-based Call Center operation and maintenance service platform. Background technique [0002] IT Service Management (ITSM) It is a set of high-quality methodologies that help organizations effectively manage, develop, implement and operate systems. As a process-oriented and customer-centric approach, ITSM improves service and service support in an organization by integrating service and business. Compared with international standards, in addition to improving the management system, business process and organizational structure, the department also needs an electronic maintenance management system and a powerful operation management system to manage business processes, personnel organization, and improve the service efficiency of the department. and quality. [0003] Implem...

AI Technical Summary

Problems solved by technology

[0015] 1. The traditional operation and maintenance service platform lacks humanization. Instead of providing user-centered services, it allows users to adapt to the specifications formulated by the operation and maintenance department;

[0016] 2. Questions and answers to user questions are manually performed, not only the service quality cannot be guaranteed, but also service personnel need to be trained in relevant knowledge, which increases uncertainty and operation and maintenance costs;

[0017] 3. Serious waste of human and physical resources

Only by blindly updating hardware resources and increasing manpower input to meet the needs of IT operation and maintenance, resulting in a great waste of human and material resources

Images