Title:
CUSTOMER SERVICE ASSISTANCE SYSTEM AND CUSTOMER SERVICE ASSISTANCE METHOD
Document Type and Number:
WIPO Patent Application WO/2019/186678
Kind Code:
A1
Abstract:
[Problem] To efficiently achieve an accurate understanding of a user's intent and provide an automated answer having suitable content. [Solution] A customer service assistance system 100 comprises: a storage device 101 which stores the address 125 of each automated answering device 150 that accumulates knowledge relating to services provided via each output screen of a service system 300 that responds to inquiries made by customers; and a calculation device 104 which, upon receiving an inquiry specifying an address from a customer terminal 200, compares both an inquiry sentence and identification information about an output screen, indicated by the inquiry, with question-and-answer collection information 126 that is retained for each service provision output screen by the automated answering device 150 associated with said specified address, the calculation device 104: estimating a question matching an intent represented by the inquiry, from among the questions included in the question-and-answer collection information 126, on the basis of whether or not the screen associated with each question included in the question-and-answer collection information 126 coincides with said output screen, and on the basis of the degree of similarity between each question sentence included in the question-and-answer collection information 126 and said inquiry sentence; and extracting an answer to said estimated question from the question-and-answer collection information 126 and returning that answer to the customer terminal 200.
Inventors:
YAMAGISHI TAKASHI (JP)
Application Number:
PCT/JP2018/012319
Publication Date:
October 03, 2019
Filing Date:
March 27, 2018
Export Citation:
Assignee:
HITACHI LTD (JP)
International Classes:
G06Q10/00; G06Q30/00
Foreign References:
| JP2003044487A | 2003-02-14 | |||
| JP2017027208A | 2017-02-02 | |||
| JP2007102584A | 2007-04-19 | |||
| JP2009288827A | 2009-12-10 | |||
| JP2004038535A | 2004-02-05 |
Attorney, Agent or Firm:
ISSHIKI & CO. (JP)
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