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System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center

A contact center, intelligent distribution technology, applied in electronic digital data processing, special data processing applications, instruments, etc., can solve the problem of inability to efficiently and intelligently distribute public opinion processing tasks, inability to obtain massive public opinion information in real time, inability to efficiently and accurately rate, etc. question

Active Publication Date: 2013-09-18
SHANGHAI CTRIP COMMERCE CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to provide a contact center public opinion monitoring analysis and intelligent distribution processing system and method to solve the problem that the contact center cannot obtain massive public opinion information in real time, cannot intelligently analyze public opinion content with high efficiency and high accuracy, and cannot Efficient and intelligent distribution of public opinion processing tasks

Method used

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  • System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center
  • System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center

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Embodiment 1

[0033] Such as figure 1 As shown, the present invention provides a contact center public opinion monitoring analysis and intelligent distribution processing system, including information acquisition equipment 31, intelligent language analysis equipment 32, intelligent semantic analysis equipment 33, intelligent response engine equipment 34, intelligent information distribution equipment 35, information processing device 36 and data storage device 37 .

[0034] The information acquisition device 31 is used to browse the website pages at preset times, and record all the information displayed on the website pages, and filter all the information to obtain the public opinion information to be analyzed and store it in a data storage device 37. The public opinion information includes user ID, user name, information release time and original information content.

[0035] Optionally, the information acquisition device 31 can use multi-threaded simulation of human browsing behavior thr...

Embodiment 2

[0062] Such as figure 2 As shown, the present invention also provides another contact center public opinion monitoring analysis and intelligent distribution processing method, including:

[0063] Step S1, the information acquisition device browses the website pages every preset time, and records all the information displayed on the website pages, screens all the information to obtain public opinion information to be analyzed and stores it in a data storage device, the public opinion information The information includes user ID, user name, information release time, and original information content; optionally, the information acquisition device browses the website pages at preset times and records all the information displayed on the website pages. The device adopts multi-threaded simulation of human browsing behavior through automatic scripting technology to record all the information displayed on the website page;

[0064] Step S2, the intelligent language analysis device o...

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Abstract

The invention provides a system and a method for public opinion monitoring analysis and intelligent distribution processing of a coordination center. Public opinion information to be analyzed is acquired by information acquiring equipment; language analysis information is generated by intelligent language analysis equipment; the language analysis information is classified to corresponding user intention types and corresponding business types by intelligent semanteme analysis equipment, and importance scores, emergency scores and user emotion scores of the language analysis information are respectively calculated; matching search is carried out by intelligent answer engine equipment; language analysis information processing tasks are distributed to customer service staff by the intelligent information distribution equipment and are sent to information processing equipment; the result for processing the language analysis information by the customer service staff is acquired by information processing equipment, and the result or the response to questions received from the intelligent answer engine equipment is automatically fed back to a corresponding web page. The system and the method can acquire mass data efficiently, intelligent analysis public opinion content and intelligently and efficiently distribute processing tasks.

Description

technical field [0001] The invention relates to natural language processing, artificial intelligence, Internet information integration and intelligent distribution of enterprise-level messages, in particular to a contact center public opinion monitoring analysis and intelligent distribution processing system and method. Background technique [0002] The existing contact center methods for public opinion monitoring, analysis and processing of Internet information are mainly to manually obtain information (public opinion information) released by users of social media sites on the Internet, and then use keyword matching algorithms to filter and process information. Screening, followed by confirmation and re-screening of the information manually, and then an average distribution process based on the screened information. [0003] However, the manual information acquisition efficiency of the existing method is too low, and the keyword matching algorithm for information is too pri...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30
Inventor 梁星元
Owner SHANGHAI CTRIP COMMERCE CO LTD
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