CN105847603A - Method and device of feeding back service port information to users - Google Patents
Method and device of feeding back service port information to users Download PDFInfo
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- CN105847603A CN105847603A CN201610197468.3A CN201610197468A CN105847603A CN 105847603 A CN105847603 A CN 105847603A CN 201610197468 A CN201610197468 A CN 201610197468A CN 105847603 A CN105847603 A CN 105847603A
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- key word
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42136—Administration or customisation of services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42136—Administration or customisation of services
- H04M3/42144—Administration or customisation of services by service provider
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention relates to a method and device of feeding back service port information to users. The method comprises: obtaining a first problem provided by a user on a first consultation platform and user information, extracting a first keyword from the first problem; according to the user information, querying a second problem provided by the user on a second consultation platform, and extracting a second keyword from the second problem; performing similarity analysis on the first keyword and the second keyword, and when the similarity between the first keyword and the second keyword is higher than a first preset threshold, feeding back the service port information corresponding to the first keyword and the second keyword to the user. Accordingly, the method can accurately analyze and locate user problems through extracting more comprehensive keywords so as to provide more accurate service ports for clients, allowing most professional customer service personnel to provide service for the clients.
Description
Technical field
The present invention relates to Computer Applied Technology field, particularly relate to a kind of to user feedback service end message
The method and apparatus of breath.
Background technology
Customer service system be auxiliary enterprises contact staff receive user, answer and process user's counseling problem be
System.Modal customer service system can be that user dials service calls and contact staff's voice call, and
Common customer service system can also be instant messenger, and user is opened by the customer service icon in webpage clicking
Dynamic instant messenger, sets up the connection with corresponding artificial customer service account, by the side of word live chat
Formula counseling problem.
People is all have employed in order to provide the user with the service of more accurate quick in above existing customer service system
Work clothes are engaged in, but art industry has to be specialized in a contact staff and cannot know the customer problem of all spectra and corresponding
Answer, therefore, it is necessary to be grouped according to the field of customer problem for contact staff, a group
Contact staff can be responsible for a certain specific area problem reply.Therefore, need when user puts question to by
User to access corresponding packet to be provided consultancy service by the contact staff of this packet, in existing scheme,
Typically require user to select voluntarily according to prompt tone, such as " computer problem please by 1, TV problem please by
2 " etc., or automatic packet etc. is carried out according to the information of user's input, but the option that voice call provides
The Limited information of limited or user input, therefore cannot be accurately positioned user problem and cannot be accurately
Customer service grouping information is supplied to user, affects user's impression.
Summary of the invention
Technical problem
In view of this, the technical problem to be solved in the present invention is, how to provide a kind of to user feedback service
Customer service grouping information can be supplied to user by the method and apparatus of port information accurately.
Solution
For solving above technical problem, the present invention provides a kind of to user feedback serve port in first aspect
The method of information, including:
Obtain first problem and the information of described user that user proposes at the first consultation platform, and from institute
State and first problem extracts the first key word；
According to the information of described user, inquire about the Second Problem that described user proposes at the second consultation platform,
And from described Second Problem, extract the second key word；
Described second key word and described first key word are made similarity analysis, and when described second closes
When similarity between keyword and described first key word is higher than the first predetermined threshold value, close based on described first
Keyword and described second key word, by the service corresponding with described first key word and described second key word
Port information feeds back to described user.
In a kind of possible implementation, described serve port includes that artificial base customer service or network are artificial
Customer service；And also include: set up the connection between described user and described serve port.
In a kind of possible implementation, will be with described first key word and described second key word pair
Before the serve port information answered feeds back to described user, including:
Setting up the corresponding relation between key word and described serve port information, described key word includes described
First key word and described second key word；
And according to described corresponding relation, described serve port information is fed back to described user.
In a kind of possible implementation, described user profile includes user's identification id, user mobile phone
Number and mailbox in one or more.
In a kind of possible implementation, obtaining the first problem that user proposes at the first consultation platform
And after the information of described user, also include:
According to the information of described user, inquire about described user and put question to letter in the history of described first consultation platform
Breath, and from described history question information, extract the 3rd key word；
Described 3rd key word and described first key word are made similarity analysis, and when described SAN GUAN
When similarity between keyword and described first key word is higher than the second predetermined threshold value, close based on described first
Keyword, described second key word and described 3rd key word, will with described first key word, described second
The serve port information that key word is corresponding with described 3rd key word feeds back to described user.
For solving above technical problem, the present invention provides a kind of to user feedback serve port in second aspect
The device of information, including:
Acquisition module, for obtaining first problem and the described user that user proposes at the first consultation platform
Information, and from described first problem, extract the first key word；
Enquiry module, for the information according to described user, inquires about described user and carries at the second consultation platform
The Second Problem gone out, and from described Second Problem, extract the second key word；
Feedback module, for similarity analysis made in described second key word and described first key word, and
And the similarity between described second key word and described first key word higher than the first predetermined threshold value time,
Based on described first key word and described second key word, will close with described first key word and described second
The serve port information that keyword is corresponding feeds back to described user.
In a kind of possible implementation, the described serve port of described feedback module feedback includes manually
Base or the artificial customer service of network；And described feedback module is additionally operable to set up described user and described service end
Connection between Kou.
In a kind of possible implementation, described device, it is characterised in that also include:
Set up module, for setting up the corresponding relation between key word and described serve port information, described
Key word includes described first key word and described second key word；
Described feedback module is additionally operable to, according to described corresponding relation, described serve port information be fed back to institute
State user.
In a kind of possible implementation, the described user profile that described acquisition module obtains includes user
One or more in identification id, user mobile phone number and mailbox.
In a kind of possible implementation, described enquiry module, it is additionally operable to obtaining user in the first official communication
After asking the first problem of platform proposition and the information of described user, according to the information of described user, look into
Ask the described user history question information at described first consultation platform, and from described history question information
Extract the 3rd key word；
Described feedback module is additionally operable to divide with described first key word described 3rd key word as similarity
Analysis, and when the similarity between described 3rd key word and described first key word presets threshold higher than second
During value, based on described first key word, described second key word and described 3rd key word, will be with described
First key word, the serve port information that described second key word is corresponding with described 3rd key word feed back to
Described user.
Beneficial effect
A kind of method and apparatus to user feedback serve port information that the present invention provides, is used by acquisition
First problem that family proposes at the first consultation platform and the information of described user, and from described first problem
Middle extraction the first key word, according to the information of described user, inquires about described user and carries at the second consultation platform
The Second Problem gone out, and extract the second key word from described Second Problem, to described second key word with
Similarity analysis made in described first key word, and when described second key word and described first key word it
Between similarity higher than the first predetermined threshold value time, based on described first key word and described second key word,
The serve port information corresponding with described first key word and described second key word is fed back to described use
Family, thus, except according to user in addition to the problem that the first consultation platform is inputted is analyzed, the most logical
Cross acquisition user profile to inquire about the relevant issues that user seeks advice from other consultation platforms, by extract more complete
The key word in face the problem of analyzing and positioning user accurately can think that client provides service end more accurately
Mouthful, making the most professional contact staff is offering customers service.
A kind of method and apparatus to user feedback serve port information that the present invention provides, by according to institute
State the information of user, inquire about the described user history question information at described first consultation platform, and from institute
State extraction the 3rd key word in history question information, described 3rd key word is made with described first key word
Similarity analysis, and when the similarity between described 3rd key word and described first key word is higher than the
During two predetermined threshold value, based on described first key word, described second key word and described 3rd key word,
By the service end message corresponding with described first key word, described second key word and described 3rd key word
Breath feeds back to described user, thus, by inquiry user in the history question information of current consultation platform
Obtain more key word, it is possible to the problem of analyzing and positioning user thinks that client provides more accurately accurately
Serve port, makes the most professional contact staff for offering customers service..
According to below with reference to the accompanying drawings to detailed description of illustrative embodiments, the further feature of the present invention and side
Face will be clear from.
Accompanying drawing explanation
The accompanying drawing of the part comprising in the description and constituting description together illustrates with description
The exemplary embodiment of the present invention, feature and aspect, and for explaining the principle of the present invention.
Fig. 1 illustrates a kind of method to user feedback serve port information that one embodiment of the invention provides；
Fig. 2 illustrates a kind of side to user feedback serve port information that another embodiment of the present invention provides
Method；
Fig. 3 illustrates a kind of device to user feedback serve port information that one embodiment of the invention provides
Structural representation；
Fig. 4 illustrates a kind of device to user feedback serve port information that another embodiment of the present invention provides
Structural representation.
Detailed description of the invention
Various exemplary embodiments, feature and the aspect of the present invention is described in detail below with reference to accompanying drawing.Attached
Reference identical in figure represents the same or analogous element of function.Although enforcement shown in the drawings
The various aspects of example, but unless otherwise indicated, it is not necessary to accompanying drawing drawn to scale.
The most special word " exemplary " means " as example, embodiment or illustrative ".Here as
Any embodiment illustrated by " exemplary " should not necessarily be construed as preferred or advantageous over other embodiments.
It addition, in order to better illustrate the present invention, detailed description of the invention below gives numerous
Detail.It will be appreciated by those skilled in the art that do not have some detail, the present invention is equally
Implement.In some instances, method well known to those skilled in the art, means, element are not made in detail
Thin description, in order to highlight the purport of the present invention.
Embodiment 1
Fig. 1 illustrates a kind of method to user feedback serve port information that the embodiment of the present invention provides, as
Shown in Fig. 1, the method includes:
Step S1, obtain first problem and the letter of described user that user proposes at the first consultation platform
Breath, and from described first problem, extract the first key word.
Such as with this user of cell-phone number registration, in the customer service in the first consultation platform such as store, Jingdone district
The heart, proposes first problem such as " computer glitch what if ", can obtain user in this step and propose
First problem " computer glitch what if ", and extract the first key word therein, extract key word
Method can include word segmentation processing, semantic analysis etc., and the key word extracted can include " computer " " event
Barrier " " what if ", and obtain cell-phone number when this user registers.
Step S2, information according to described user, inquire about what described user proposed at the second consultation platform
Second Problem, and from described Second Problem, extract the second key word.
Including the cell-phone number according to user, inquire about the problem that this user proposes at other consultation platforms, such as
Cell-phone number according to this user inquires this user and once proposed in such as Baidu.com that " computer monitor is black
Shield and generate heat and how to process " ((problem b), at this for problem a) and " what if electric refrigerator does not freezes "
Step can be extracted from multiple problems the second key word, the second pass such as extracted from problem a respectively
Keyword includes " computer ", " display ", " blank screen ", " heating " and " how processing ", from problem b
The second key word extracted includes " electric refrigerator " " not freezing " and " what if ".
Step S3, described second key word and described first key word are made similarity analysis, and work as
When similarity between described second key word and described first key word is higher than the first predetermined threshold value, based on
Described first key word and described second key word, will be with described first key word and described second key word
Corresponding serve port information feeds back to described user.
And set up the connection between user and this serve port.User input the mode of problem include but not
It is limited by the word input of terminal and the phonetic entry by call.Set up user and this serve port it
Between connection include user being transferred into corresponding customer service port by chat tool, also include by chat
Customer problem is pass on to corresponding customer service port by the intercommunion platforms such as instrument.
In this step, the first predetermined threshold value can be preset based on experience value, and apply existing any suitable
Key word is made similarity analysis by the similarity analysis method closed, and such as can preset the first predetermined threshold value is
60%, according to second key word " computer " of problem a, " display ", " blank screen ", " heating " and " why
Process " include described first key word " computer " " fault " " what if ", and think problem a
The second key word and the first key word between similarity be 100%.And problem b the second key word bag
Include the verb only comprising in the first key word in " electric refrigerator " " not freezing " and " what if " " why
Do ", it is believed that its similarity is 30%, less than the first predetermined threshold value, therefore problem b is got rid of
Outside limit of consideration.
In this step, because the similarity of problem a and first problem is high, can based on the first key word and
Extract from the second key word of problem a, by the serve port corresponding with the first key word and the second key word
Information feeds back to this user.Wherein, serve port includes the group of packet of contact staff.
Such as, according to the corresponding relation between key word and service port information, the first key word " computer "
" fault " " what if ", corresponding serve port information can be such as " computer group ", and combines the
" how, one key word and the second key word include " computer ", " display ", " blank screen ", " heating " and
Process " the serve port information that retrieves can be " computer monitor group ".Thus, based on
The serve port information that the more keyword retrieval that one key word is relevant goes out, its accuracy is higher than only passing through
Answer done by first key word.
The embodiment of the present invention provide a kind of method to user feedback serve port information, except according to
Family, outside the problem that the first consultation platform is inputted is analyzed, is inquired about also by obtaining user profile
The relevant issues that user seeks advice from other consultation platforms, can be accurately by extracting more fully key word
The problem of analyzing and positioning user thinks that client provides serve port more accurately, makes the most professional contact staff
For offering customers service.
Embodiment 2
Fig. 2 illustrates a kind of side to user feedback serve port information that another embodiment of the present invention provides
Method, uses with Fig. 1 the step of same reference numerals to be all applicable to identical word with Fig. 1 in fig. 2 and says
Bright, do not repeat them here.As in figure 2 it is shown, the method also includes:
Also include before step S3 step S4, set up between key word and described serve port information right
Should be related to, described key word includes described first key word and described second key word.
In a kind of possible implementation, can set up and preserve this correspondence with the form in question and answer storehouse and close
System, question and answer storehouse is the data base for question and answer management, in order to the collection of relevant field question and answer, arrangement with
And extract.Question and answer storehouse preserves series of problems and the incidence relation of answer, and relatively simple is achieved in that
Only preserve problem and answer.When user puts question to, go with certain searching algorithm and similarity analysis algorithm
Question and answer storehouse is searched for the answer of this problem, returns the answer mated the most.
And the most specifically can be based on described first key word and described second key word, root
According to described corresponding relation, by the service end message corresponding with described first key word and described second key word
Breath feeds back to described user.
In a kind of possible implementation, described user profile includes user's identification id, user mobile phone
Number and mailbox in one or more, can uniquely determine user identity according to those information, and inquire about should
User is in the online historical data putd question to.
In a kind of possible implementation, obtain the first of the first consultation platform proposition in step S1 and ask
After the information of topic and described user, it is also possible to including: step S5, information according to described user,
Inquire about the described user history question information at described first consultation platform, and from described history question information
Middle extraction the 3rd key word.
Similar with step S2, the embodiment of the present invention is possible not only to the official communication inquiring about this user at other platforms
Ask history, it is also possible to inquire about its enquirement history at this consultation platform, to obtain its history question information,
And therefrom extract more multi-key word.Such as user includes " display in the history question information of this consultation platform
How device water inlet processes ", then key word " display ", " water inlet " can be extracted in this step " why
Process ".
Step S6, similarity analysis made in described 3rd key word and described first key word, and work as institute
When stating the similarity between the 3rd key word and described first key word higher than the second predetermined threshold value, based on institute
State the first key word, described second key word and described 3rd key word, will with described first key word,
The serve port information that described second key word is corresponding with described 3rd key word feeds back to described user.
3rd key word includes described first key word, in this step based on the first key word, the second pass
Keyword and the 3rd key word, including " computer ", " display ", " blank screen ", " heating " " water inlet " " why
Process ", search for suitable serve port information and feed back to this user.Can accurately be had by this step
The introducing more multi-key word of effect, it is possible to the problem of analyzing and positioning user thinks that client provides more accurate accurately
Serve port, make the most professional contact staff for offering customers service.
Embodiment 3
Fig. 3 illustrates a kind of device 1 to user feedback serve port information that the embodiment of the present invention provides
Structural representation, including: acquisition module 11, enquiry module 12 and feedback module 13.
Acquisition module 11, for obtaining first problem and the described use that user proposes at the first consultation platform
The information at family, and from described first problem, extract the first key word.Concrete steps and above-mentioned steps S1
Similar, do not repeat them here.
Enquiry module 12, for the information according to described user, inquires about described user at the second consultation platform
The Second Problem proposed, and from described Second Problem, extract the second key word.Concrete steps and above-mentioned step
Rapid S2 is similar to, and does not repeats them here.
Feedback module 13, for similarity analysis made in described second key word and described first key word,
And when the similarity between described second key word and described first key word is higher than the first predetermined threshold value
Time, based on described first key word and described second key word, will be with described first key word and described
The serve port information that two key words are corresponding feeds back to described user.Concrete steps and above-mentioned steps S3 class
Seemingly, do not repeat them here.
Embodiment 4
Fig. 4 illustrates a kind of device to user feedback serve port information that another embodiment of the present invention provides
1, as shown in Figure 4, this device 1 also includes: set up module 14, is used for setting up key word and described clothes
Corresponding relation between business port information, described key word includes that described first key word and described second closes
Keyword.Concrete steps are similar with above-mentioned steps S4, do not repeat them here.
Described feedback module 13 is additionally operable to, according to described corresponding relation, described serve port information be fed back
To described user.
In a kind of possible implementation, the described user profile that acquisition module 11 obtains includes user
One or more in identification id, user mobile phone number and mailbox.
In a kind of possible implementation, enquiry module 12 is additionally operable to obtaining user in the first consulting
After the first problem of platform proposition and the information of described user, according to the information of described user, inquiry
Described user is in the history question information of described first consultation platform, and carries from described history question information
Take the 3rd key word.Concrete steps are similar with above-mentioned steps S5, do not repeat them here.
Feedback module 13 is additionally operable to described 3rd key word and described first key word are made similarity analysis,
And when the similarity between described 3rd key word and described first key word is higher than the second predetermined threshold value
Time, based on described first key word, described second key word and described 3rd key word, will be with described
One key word, the serve port information that described second key word is corresponding with described 3rd key word feed back to institute
State user.Concrete steps are similar with above-mentioned steps S6, do not repeat them here.
The above, the only detailed description of the invention of the present invention, but protection scope of the present invention is not limited to
In this, any those familiar with the art, can be easily in the technical scope that the invention discloses
Expect change or replace, all should contain within protection scope of the present invention.Therefore, the protection of the present invention
Scope should be as the criterion with described scope of the claims.
Claims (10)
1. the method to user feedback serve port information, it is characterised in that including:
Obtain first problem and the information of described user that user proposes at the first consultation platform, and from institute
State and first problem extracts the first key word；
According to the information of described user, inquire about the Second Problem that described user proposes at the second consultation platform,
And from described Second Problem, extract the second key word；
Described second key word and described first key word are made similarity analysis, and when described second closes
When similarity between keyword and described first key word is higher than the first predetermined threshold value, close based on described first
Keyword and described second key word, by the service corresponding with described first key word and described second key word
Port information feeds back to described user.
Method the most according to claim 1, it is characterised in that including: described serve port bag
Include artificial base customer service or the artificial customer service of network；And also include:
Set up the connection between described user and described serve port.
Method the most according to claim 1 and 2, it is characterised in that will close with described first
Before the serve port information that keyword is corresponding with described second key word feeds back to described user, also include:
Setting up the corresponding relation between key word and described serve port information, described key word includes described
First key word and described second key word；
And according to described corresponding relation, described serve port information is fed back to described user.
Method the most according to claim 3, it is characterised in that including:
It is one or more that described user profile includes in user's identification id, user mobile phone number and mailbox.
5. according to the method according to any one of claim 1-4, it is characterised in that obtaining user
After the first problem of the first consultation platform proposition and the information of described user, also include:
According to the information of described user, inquire about described user and put question to letter in the history of described first consultation platform
Breath, and from described history question information, extract the 3rd key word；
Described 3rd key word and described first key word are made similarity analysis, and when described SAN GUAN
When similarity between keyword and described first key word is higher than the second predetermined threshold value, close based on described first
Keyword, described second key word and described 3rd key word, will with described first key word, described second
The serve port information that key word is corresponding with described 3rd key word feeds back to described user.
6. the device to user feedback serve port information, it is characterised in that including:
Acquisition module, for obtaining first problem and the described user that user proposes at the first consultation platform
Information, and from described first problem, extract the first key word；
Enquiry module, for the information according to described user, inquires about described user and carries at the second consultation platform
The Second Problem gone out, and from described Second Problem, extract the second key word；
Feedback module, for similarity analysis made in described second key word and described first key word, and
And the similarity between described second key word and described first key word higher than the first predetermined threshold value time,
Based on described first key word and described second key word, will close with described first key word and described second
The serve port information that keyword is corresponding feeds back to described user.
Device the most according to claim 6, it is characterised in that including: described feedback module is anti-
The described serve port of feedback includes artificial base or the artificial customer service of network；And
Described feedback module is additionally operable to set up the connection between described user and described serve port.
Device the most according to claim 7, it is characterised in that also include:
Set up module, for by the service end corresponding with described first key word and described second key word
Before message breath feeds back to described user, set up the corresponding pass between key word and described serve port information
System, described key word includes described first key word and described second key word；
Described feedback module is additionally operable to, according to described corresponding relation, described serve port information be fed back to institute
State user.
Device the most according to claim 8, it is characterised in that the institute that described acquisition module obtains
That states that user profile includes in user's identification id, user mobile phone number and mailbox is one or more.
10. according to the device according to any one of claim 6-9, it is characterised in that described inquiry mould
Block, is additionally operable to obtaining first problem and the information of described user that user proposes at the first consultation platform
Afterwards, according to the information of described user, inquire about described user and put question in the history of described first consultation platform
Information, and from described history question information, extract the 3rd key word；
Described feedback module is additionally operable to divide with described first key word described 3rd key word as similarity
Analysis, and when the similarity between described 3rd key word and described first key word presets threshold higher than second
During value, based on described first key word, described second key word and described 3rd key word, will be with described
First key word, the serve port information that described second key word is corresponding with described 3rd key word feed back to
Described user.
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| CN201610197468.3A CN105847603A (en) | 2016-03-31 | 2016-03-31 | Method and device of feeding back service port information to users |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111401684A (en) * | 2020-02-13 | 2020-07-10 | 中国建设银行股份有限公司 | Task processing method and device |
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| CN105404927A (en) * | 2015-10-27 | 2016-03-16 | 努比亚技术有限公司 | Multi-customer service access method and device |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN111401684A (en) * | 2020-02-13 | 2020-07-10 | 中国建设银行股份有限公司 | Task processing method and device |
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