Title:
METHOD AND APPARATUS FOR IDENTIFYING KNOWLEDGE POINT FOR WHICH USER MAY POTENTIALLY REQUEST HELP
Document Type and Number:
WIPO Patent Application WO/2018/006726
Kind Code:
A1
Abstract:
Provided are a method and apparatus for identifying a knowledge point for which a user may potentially request help, said method comprising: obtaining an operational behavior path of an account to be identified (S101); according to a correlation between a predetermined operational behavior path and a knowledge point, querying a knowledge point corresponding to said operational behavior path (S102); if it is found, then determining the found knowledge point to be a knowledge point for which said account to be identified may potentially request help (S103). By means of the described process, it is possible to identify a knowledge point for which a to-be-identified account might need to request help; thus once the knowledge point for which the aforementioned to-be-identified account might need to request help is identified, it is possible to provide, to the aforementioned to-be-identified account (i.e. a user who may potentially request help), a service corresponding to the knowledge point, thereby increasing the operating efficiency of a customer service system.
Inventors:
ZHANG HANRUI (CN)
ZHANG CHANGJIANG (CN)
XUAN JING (CN)
ZHANG CHANGJIANG (CN)
XUAN JING (CN)
Application Number:
PCT/CN2017/090312
Publication Date:
January 11, 2018
Filing Date:
June 27, 2017
Export Citation:
Assignee:
ALIBABA GROUP HOLDING LTD (CN)
ZHANG HANRUI (CN)
ZHANG CHANGJIANG (CN)
XUAN JING (CN)
ZHANG HANRUI (CN)
ZHANG CHANGJIANG (CN)
XUAN JING (CN)
International Classes:
G06F17/30
Foreign References:
| CN103412936A | 2013-11-27 | |||
| CN104951447A | 2015-09-30 | |||
| CN102651052A | 2012-08-29 |
Attorney, Agent or Firm:
CO-HORIZON INTELLECTUAL PROPERTY INC. (CN)
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