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A client service method, system and device based on instant communication

A customer service system and customer service technology, applied in transmission systems, digital transmission systems, digital data information retrieval, etc., can solve the problems of low efficiency, accuracy and timeliness, and achieve the effect of reducing workload and improving efficiency

Inactive Publication Date: 2008-06-04
TENCENT TECH (SHENZHEN) CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The purpose of the present invention is to provide a customer service system based on instant messaging, which aims to solve the problems of low efficiency, accuracy and timeliness in the prior art when answering user inquiries based on instant messaging

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  • A client service method, system and device based on instant communication
  • A client service method, system and device based on instant communication
  • A client service method, system and device based on instant communication

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Embodiment Construction

[0046] In order to make the objectives, technical solutions, and advantages of the present invention clearer, the following further describes the present invention in detail with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, but not to limit the present invention.

[0047] In the present invention, after the server receives the consultation sentence sent by the user client, it uses the stored language experience data to perform natural language analysis on it, finds an answer matching the analysis result from the customer service resource data, and then replies to the user client end. Only when the server does not find the answer, the query sentence sent by the user client is sent to the customer service staff, who will answer it. Since this method can automatically reply to inquiries independently of the manual mode, it reduces the workload of customer se...

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Abstract

The invention relates to a field of instant messaging and provides a customer service method, a customer service system and a customer service device based on the instant messaging. The method includes the following steps: A. a server receives a consultation sentence sent by a user client and applies natural language analysis to the consultation sentence according to stored language experience data; B. the server searches for an answer matched with an analysis result in the stored customer service resource data; and C. the server sends the acquired answer to the user client. The server is utilized to carry out the natural language analysis of the consultation sentence sent by the client available for the user and to feed the found answer corresponding to the analysis result back to the client available for the user in the invention. The method is independent from an artificial mode to automatically reply the consultation, thus lowering workload of personnel for the customer service and enhancing the efficiency, accuracy and timeliness of the customer service.

Description

Technical field [0001] The present invention relates to the field of instant messaging, and more specifically, to a customer service method, system and equipment based on instant messaging. Background technique [0002] Nowadays, customer service (referred to as customer service) is well known, and the quality of customer service has become one of the key factors for companies and even individuals to win in fierce competition. [0003] There are many traditional customer service methods, including mail and telephone, and the most widely used is by telephone. For example, many companies have opened a "24-hour customer service hotline." However, this method has certain limitations. When multiple users dial the same hotline number at the same time, some users will be busy waiting. If the waiting time is too long, it is likely to cause dissatisfaction and loss of users. The trust and support of users. [0004] With the rapid development of the Internet, the rise of customer service m...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/58H04L12/24G06F17/30G06F40/00
CPCG06F17/30654G06F16/3329
Inventor 禹荣凌
Owner TENCENT TECH (SHENZHEN) CO LTD
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