INTELLIGENT CUSTOMER SERVICE PROCESSING METHOD AND DEVICE THEREOF

Title:

INTELLIGENT CUSTOMER SERVICE PROCESSING METHOD AND DEVICE THEREOF

Document Type and Number:

WIPO Patent Application WO/2016/179939

Kind Code:

A1

Abstract:

Disclosed are an intelligent customer service processing method and device thereof. The method comprises: acquiring, by a customer service terminal, a first question sent by a client terminal; determining, by the customer service terminal, whether the first question is an extended question of a second question via context recognition; and if so, querying, according to the first question and the second question, in a question database an answer to the first question.

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Inventors:

HAN BINGWEI (CN)
FENG JUN (CN)
DING YAN (CN)

Application Number:

PCT/CN2015/090158

Publication Date:

November 17, 2016

Filing Date:

September 21, 2015

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Assignee:

ZTE CORP (CN)

International Classes:

G06F17/30

Foreign References:

CN103995870A	2014-08-20
CN102737049A	2012-10-17
CN104008160A	2014-08-27
US20140119531A1	2014-05-01

Attorney, Agent or Firm:

AFD CHINA INTELLECTUAL PROPERTY LAW OFFICE (CN)
北京安信方达知识产权代理有限公司 (CN)

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