Customer service automatic answering system and method
AssigneeInventec Corporation
InventorsZechary Chang, Iris Yang, Chrysa Li
Life of this patent
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Abstract
A customer service automatic answering system and method aims to receive question contents entered by users, access the keywords of the question contents, search targeted topic contents in an answer database that match the keywords, and send answering data corresponding to the targeted topic contents to the network user for displaying, so that an automatic and instant answer may be performed and quick answer contents may be returned according to the question contents input by the network users.
Claims16
A customer service automatic answering system to perform automatic and instant answering and return answer contents according to question contents input by network users, comprising:
- an answer database storing answering data each corresponding to a topic content and being classified and indexed according to the topic content;
- an input receiving module receiving the question contents entered by the network users;
- a keyword access module accessing keywords based on the question contents;
- a topic matching module searching all of the topic content according to the keywords to find out targeted topic contents that match the keywords;
- and
- a delivery module fetching the answering data corresponding to the targeted topic contents and sending the answering data to the network client for displaying.
A customer service automatic answering method to perform automatic and instant answering and return answer contents according to question contents input by network users, comprising the steps of:
- establishing an answer database containing answering data classified and indexed according to topic contents of the answering data;
- receiving the question contents inputted from users;
- accessing keywords of the question contents;
- searching a targeted topic contents in the answer database matching the keywords;
- and
- sending the answering data corresponding to the targeted topic contents to the client for displaying.
Dependencies are inferred from the claim text.