Title:
METHOD FOR PROCESSING CUSTOMER SERVICE QUESTION-ANSWER DATA, ELECTRONIC DEVICE, AND COMPUTER READABLE STORAGE MEDIUM
Document Type and Number:
WIPO Patent Application WO/2018/166115
Kind Code:
A1
Abstract:
A method for processing customer service question-answer data, an electronic device, and a computer readable storage medium. The method for processing customer service question-answer data comprises: obtaining pre-stored question-answer logs from a customer service question-answer database and grouping the question-answer logs on the basis of the question-answer correspondence between customer service staffs and customers within a preset time period (S1); and matching the question-answer logs in each group according to a predetermined question-answer matching rule to obtain question-answer pairs to be added into a customer service knowledge base (S2). The question-answer pairs can be obtained by automatically matching on the basis of question-answer logs in the customer service question-answer database without compilation of the customer service staffs; the coverage of the question-answer pairs is wide, the construction efficiency and the update rate are high.
Inventors:
WANG JIANZONG (CN)
YUAN WEIQIANG (CN)
HAN MAOKUN (CN)
XIAO JING (CN)
YUAN WEIQIANG (CN)
HAN MAOKUN (CN)
XIAO JING (CN)
Application Number:
PCT/CN2017/091372
Publication Date:
September 20, 2018
Filing Date:
June 30, 2017
Export Citation:
Assignee:
PING AN TECH SHENZHEN CO LTD (CN)
International Classes:
G06F17/30; G06F17/27
Foreign References:
| CN104679815A | 2015-06-03 | |||
| CN105786851A | 2016-07-20 | |||
| CN105608221A | 2016-05-25 | |||
| CN102099803A | 2011-06-15 | |||
| US20140122619A1 | 2014-05-01 |
Attorney, Agent or Firm:
SHENZHEN WORLD INTELLECTUAL PROPERTY AGENCY (GENERAL PARTNERSHIP ) (CN)
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