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1. (WO2016179939) INTELLIGENT CUSTOMER SERVICE PROCESSING METHOD AND DEVICE THEREOF
Latest bibliographic data on file with the International Bureau   

Pub. No.:    WO/2016/179939    International Application No.:    PCT/CN2015/090158
Publication Date: 17.11.2016 International Filing Date: 21.09.2015
IPC:
G06F 17/30 (2006.01)
Applicants: ZTE CORPORATION [CN/CN]; ZTE Plaza, Keji Road South, Hi-Tech Industrial Park Nanshan Shenzhen, Guangdong 518057 (CN)
Inventors: HAN, Bingwei; (CN).
FENG, Jun; (CN).
DING, Yan; (CN)
Agent: AFD CHINA INTELLECTUAL PROPERTY LAW OFFICE; Suite B 1601A, 8 Xue Qing Rd. Haidian Beijing 100192 (CN)
Priority Data:
201510239702.X 12.05.2015 CN
Title (EN) INTELLIGENT CUSTOMER SERVICE PROCESSING METHOD AND DEVICE THEREOF
(FR) PROCÉDÉ DE TRAITEMENT DE SERVICE CLIENTÈLE INTELLIGENT ET DISPOSITIF ASSOCIÉ
(ZH) 一种智能客服处理方法及其装置
Abstract: front page image
(EN)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.
(FR)L'invention concerne un procédé de traitement de service clientèle intelligent ainsi qu'un dispositif associé. Le procédé consiste : à acquérir, au moyen d'un terminal de service clientèle, une première question envoyée par un terminal client ; à déterminer, grâce au terminal de service clientèle, si la première question est un prolongement d'une seconde question, par l'intermédiaire d'une reconnaissance de contexte ; et, si tel est le cas, à interroger une base de données de questions selon la première et la seconde question, afin de trouver une réponse à la première question.
(ZH)本文公布一种智能客服处理方法及其装置。该方法包括:客服终端获取客户终端发送的第一问题;接着,客服终端通过上下文识别,确定第一问题是否为第二问题的扩展问题,若是,则根据所述第一问题和所述第二问题,在问题数据库中查询所述第一问题对应的答案。
Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JP, KE, KG, KN, KP, KR, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW.
African Regional Intellectual Property Organization (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Organization (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG).
Publication Language: Chinese (ZH)
Filing Language: Chinese (ZH)