TWM572518U - Automated online customer service system - Google Patents
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Abstract
本發明創作係關於一種自動化線上客服系統，主要透過連網單元之高普及率，及電腦語意辨識準確率之提高，提供客戶端得以隨時隨地針對自身面臨問題，利用連網單元連線客服系統，以及時取得因應之方法，進而提升業者端整體客服效率及滿意度。The invention relates to an automated online customer service system, mainly through the high penetration rate of the network unit and the improvement of the computer semantic recognition accuracy, and the client is able to use the networked unit connection customer service system to face the problem at any time and any place. In a timely manner, the method of response is obtained, thereby improving the overall customer service efficiency and satisfaction of the operator.
Description
本新型創作係關於一種客服系統，尤指一種自動化線上客服系統。This new type of creation is about a customer service system, especially an automated online customer service system.
按，隨著商業模式不斷更新，對於產品除了要求品質外，售後服務的好壞也攸關客戶選擇購買之因素，不僅實體產品有這方面考量，虛擬產品，如電信服務、金融服務、金融衍生性商品等等，同樣的客服服務的好壞，也左右著公司形象、客戶滿意度、且影響客戶選擇。一般而言，目前客服大都以人力方式來進行，透過客戶端撥打電話與客服人員聯繫，來取得實體商品或虛擬商品之售後服務。According to the continuous update of the business model, in addition to the quality requirements of the products, the quality of after-sales service is also a factor in the customer's choice of purchase, not only the physical products have this consideration, virtual products, such as telecommunications services, financial services, finance Derivative goods, etc., the same customer service service is good or bad, it also affects the company's image, customer satisfaction, and affects customer choice. Generally speaking, most of the current customer service is carried out by manpower, and the customer is contacted by the customer to obtain the after-sales service of the physical goods or virtual goods.
然，此種人力方式令人詬病之處在於：(1)業者端需額外支出大量人力成本來維持客服服務。(2)當客服呈現滿現狀態時，其他有需求之客戶端便無法與客服人員取得聯繫。(3)連線客服端時需透過語音系統進行層層問題回覆，導致客戶端時間之浪費，無法隨時隨地即時取得問題解決方法。However, this kind of manpower is ridiculous: (1) The operator needs to spend a lot of labor costs to maintain customer service. (2) When the customer service is full, other clients with requirements cannot contact the customer service staff. (3) When connecting to the customer service terminal, it is necessary to reply to the layered questions through the voice system, resulting in wasted time of the client, and it is impossible to obtain the problem solving method anytime and anywhere.
爰此，現有客服系統有著上述之問題，本新型創作者此種問題急需改進，以提升整體客服之服務效率，故，開始著手思考其解決之道。Therefore, the existing customer service system has the above problems, and the creators of this new type urgently need to improve to improve the service efficiency of the overall customer service. Therefore, we begin to think about the solution.
有鑑於先前技術所述不足之處，本新型創作者提出一種解決之手段，該手段係關於一種自動化線上客服系統，包括：In view of the deficiencies described in the prior art, the present creator proposes a solution to an automated online customer service system comprising:
一連網單元： 該連網單元具有一輸入端、及一訊號連接該輸入端之顯示器，該顯示器可供顯示一客服人機介面，該輸入端可供輸入一輸入字串、一個人比對帳號、及一個人比對密碼。A network unit: the network unit has an input terminal and a signal connected to the input terminal, the display is configured to display a customer service man-machine interface, the input terminal is capable of inputting an input string, a person comparison account, And one person compares the password.
一語意資料庫： 該語意資料庫包括複數第一語意，且各第一語意分別對應一第一回覆字串。A semantic database: The semantic database includes a plurality of first semantic meanings, and each first semantic meaning corresponds to a first reply string.
一帳號資料庫： 該帳號資料庫包括一個人帳號、及一對應該個人帳號之個人密碼。An account database: The account database includes a person account and a pair of personal passwords that should be personal accounts.
一處理單元： 該處理單元設於雲端且資訊連接該連網單元，該處理單元資訊連接該語意資料庫、及該帳號資料庫，該處理單元寫有一啟動程式、及一客服程式，該啟動程式可供該處理單元執行：將該個人比對帳號及該個人比對密碼、與該個人帳號及該個人密碼進行比對，當比對成功時則控制該處理單元開始執行該客服程式；該客服程式包括一語意辨識子程式、及一第一回覆子程式；該語意辨識子程式可供該處理單元執行：根據該輸入字串進行語意分析，當分析出其中一第一語意時，則控制該處理單元執行該第一回覆子程式；該第一回覆子程式可供該處理單元執行：將分析出之第一語意所對應之該第一回覆字串傳送至該連網單元以供該客服人機介面顯示。a processing unit: the processing unit is located in the cloud and the information is connected to the network unit. The processing unit is connected to the semantic database and the account database. The processing unit writes an activation program and a customer service program. The startup program The processing unit is configured to: compare the personal comparison account and the personal comparison password, compare the personal account and the personal password, and control the processing unit to start executing the customer service program when the comparison is successful; the customer service The program includes a semantic recognition subroutine and a first reply subroutine; the semantic recognition subroutine is executable by the processing unit: performing semantic analysis according to the input string, and when analyzing one of the first semantics, controlling the The processing unit executes the first reply subroutine; the first reply subroutine is executable by the processing unit: transmitting the first reply string corresponding to the analyzed first semantics to the connected unit for the customer service Machine interface display.
爰此，本新型創作利用連網單元之高普及率，及電腦語意辨識功能、準確率不斷提升之特色，新型出自動化線上行動客服系統，透過該處理單元自動辨識客戶端所輸入之文字訊息，判斷其語意作相對應回覆，藉以提升整體客服效率及滿意度，同時也可大幅降低客服人事成本。In this way, the novel creation utilizes the high penetration rate of the networked unit, and the computer semantic recognition function and the continuous improvement of the accuracy. The new automatic online action customer service system automatically recognizes the text message input by the client through the processing unit. Judging the corresponding response of the semantics, in order to improve the overall customer service efficiency and satisfaction, but also can significantly reduce the customer service personnel costs.
以下係配合圖式，詳細說明本案之實施態樣、優點、特色，請參閱第一圖所示，本新型創作係關於一種自動化線上客服系統，包括：The following is a detailed description of the implementation, advantages and features of the case. Please refer to the first figure. This new creation is about an automated online customer service system, including:
一連網單元(1)： 請參閱第一圖配合第三圖所示，該連網單元(1)具有一輸入端(11)、及一訊號連接該輸入端(11)之顯示器(12)，該顯示器(12)可供顯示一客服人機介面(13)，該輸入端(11)可供輸入一輸入字串、一個人比對帳號、一個人比對密碼、該第一選擇關鍵字、該第二選擇關鍵字、比對回答字串、訂單編號比對資料、一第一貨品關鍵字、一第二貨品關鍵字、一事件設定字串、一價格通知設定資料、一排隊設定資料。本說明書所指之該連網單元(1)例如但不限於為：桌上型電腦、筆記型電腦，或是手持裝置如智慧型手機、平板電腦、智慧型手錶等。其中，該價格通知設定資料包括一商品種類、及一通知價格，舉凡具有連網功能，且具有上述該輸入端(11)、可供顯示該客服人機介面(13)之該顯示器(12)者，均為本說明書所指之該連網單元(1)，此外，以下本說明書及圖示所述之內容，以該連網單元(1)較佳實施為手持裝置來說明本發明創作之優點、特色、技術手段、及其實施態樣。One network unit (1): Please refer to the first figure and the third figure, the network unit (1) has an input terminal (11), and a display (12) connected to the input terminal (11). The display (12) is configured to display a customer service human interface (13), the input terminal (11) is configured to input an input string, a person comparison account, a person comparison password, the first selection keyword, the first Second, a selection keyword, a comparison answer string, an order number comparison data, a first item keyword, a second item keyword, an event setting string, a price notification setting data, and a queuing setting data. The network unit (1) referred to in this specification is, for example but not limited to, a desktop computer, a notebook computer, or a handheld device such as a smart phone, a tablet computer, a smart watch, or the like. The price notification setting data includes a product type and a notification price, and the display (12) having the networking function and having the input terminal (11) and the customer service human interface (13) is displayed. The network unit (1) referred to in the present specification is further described in the following description and the description, and the network unit (1) is preferably implemented as a handheld device to illustrate the creation of the present invention. Advantages, features, technical means, and implementation aspects.
一語意資料庫(2)： 請參閱第一圖所示，該語意資料庫(2)包括複數第一語意、複數第二語意、一個人資訊查詢語意、訂單詢問語意、一廣告提醒語意、一提醒語意，且各第一語意分別對應一第一回覆字串。舉例來說，如第三圖所示，例如，當該第一語意為「如何轉帳」時，則該第一回覆字串為：「你可透過ATM、網路銀行、E企合成網、臨櫃辦理」。而各第二語意分別對應一第二回覆字串，各第二回覆字串分別包括一第一選擇關鍵字、及一第二選擇關鍵字，該第一選擇關鍵字對應一第三回覆字串，該第二選擇關鍵字對應一第四回覆字串。A semantic database (2): Please refer to the first figure. The semantic database (2) includes plural first semantics, plural second semantics, one person information query semantics, order query semantics, an advertisement reminder semantics, and a reminder. Meaning, and each of the first semantics corresponds to a first reply string. For example, as shown in the third figure, for example, when the first meaning is "how to transfer money", the first reply string is: "You can use ATM, online banking, E-comprehensive network, Pro Cabinet handling." Each of the second replies respectively includes a second replies, and each of the second replies includes a first selection keyword and a second selection keyword, and the first selection keyword corresponds to a third replies string. The second selection keyword corresponds to a fourth reply string.
一帳號資料庫(3)： 請參閱第一圖所示，該帳號資料庫(3)內具有複數使用本新型創作之客戶端帳號、一個人資訊資料，本說明書僅先以一位客戶說明本案之操作方式，該帳號資料庫(3)包括一個人帳號、及一對應該個人帳號之個人密碼。而該個人資訊資料對應複數比對問題字串、及該個人帳號，各比對問題字串分別對應一比對字串An account database (3): Please refer to the first figure. The account database (3) has multiple client accounts and one person's information materials. This manual only explains the case with one customer. In the operation mode, the account database (3) includes a person account and a pair of personal passwords that should be personal accounts. The personal information material corresponds to the plural comparison question string and the personal account, and each comparison question string corresponds to a comparison string respectively.
一處理單元(4)： 請參閱第一圖所示，該處理單元(4)設於雲端，且資訊連接該連網單元(1)，該處理單元(4)資訊連接該語意資料庫(2)、及該帳號資料庫(3)，該處理單元(4)寫有一啟動程式(41)、及一客服程式(42)，該啟動程式(41)主要功能係作為判斷客服端所輸入之帳號密碼是否有誤，一旦正確便可令該客服端進入本系統進行操作，爰此，該啟動程式(41)可供該處理單元(4)執行：將該個人比對帳號及該個人比對密碼、與該個人帳號及該個人密碼進行比對，當比對成功時則控制該處理單元(4)開始執行該客服程式(42)。A processing unit (4): Please refer to the first figure, the processing unit (4) is located in the cloud, and the information is connected to the network unit (1), and the processing unit (4) is connected to the semantic database (2) And the account database (3), the processing unit (4) writes an activation program (41), and a customer service program (42), the main function of the startup program (41) is used to determine the account entered by the customer service terminal If the password is correct, the client can enter the system to operate if it is correct. Therefore, the startup program (41) can be executed by the processing unit (4): the personal comparison account and the personal comparison password. And comparing the personal account number and the personal password, and when the comparison is successful, controlling the processing unit (4) to start executing the customer service program (42).
該客服程式(42)包括一語意辨識子程式(421)、一第一回覆子程式(422)、一第二回覆子程式(423)、一個人資訊查詢子程式(424)、一訂單回覆子程式(425)、一廣告子程式(426)、一廣告提醒子程式(4261)、一提醒子程式(427)、一報價子程式(428)、一價格通知子程式(4281)、一銀行排隊子程式(429)、一第一導航子程式(4291)、一銀行業務查詢子程式(420)、一第二導航子程式(4201)。該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出其中一第一語意時，則控制該處理單元(4)執行該第一回覆子程式(422)；該第一回覆子程式(422)可供該處理單元(4)執行：將分析出之第一語意所對應之該第一回覆字串傳送至該連網單元(1)以供該客服人機介面(13)顯示。The customer service program (42) includes a semantic recognition subroutine (421), a first reply subroutine (422), a second reply subroutine (423), a person information query subroutine (424), and an order reply subroutine. (425), an advertisement subroutine (426), an advertisement reminder subroutine (4261), a reminder subroutine (427), a quote subroutine (428), a price notification subroutine (4281), and a bank queue. The program (429), a first navigation subroutine (4291), a banking query subroutine (420), and a second navigation subroutine (4201). The semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing one of the first semantics, controlling the processing unit (4) to execute the first reply a subroutine (422); the first reply subroutine (422) is executable by the processing unit (4): transmitting the first reply string corresponding to the analyzed first semantics to the connected unit (1) For the customer service man-machine interface (13) display.
請參閱第二圖配合第三圖所示，當客戶端在操作本系統時，如同步驟S01所示，係先透過該輸入端(11)輸入該個人比對帳號、及該個人比對密碼，則透過該啟動程式(41)根據該帳號資料庫(3)進行帳號、密碼之比對，當比對完成後，則可啟用本系統而開始執行該客服程式(S02)。此外，此部分值得一提的是，當本新型創作係部分依附在其他行動應用程式(如Line、Wechat)時，則上述帳號密碼之輸入，係透過前述行動應用程式與本新型創作之間的通訊協定進行輸入與判斷。接著，當客戶端透過該輸入端(11)輸入該輸入字串(如「該如何轉帳」)時(S03)，則該處理單元(4)會執行該語意辨識子程式(421)配合該語意資料庫(3)對該輸入字串進行語意辨識，以本說明書為例，該處理單元(4)判斷該輸入字串之語意為「如何轉帳」(S04)，因此會開始執行該第一回覆子程式(422)，接著根據該第一回覆子程式(422)，該處理單元(4)於該語意資料庫(2)中找到相對應之該第一回覆字串：「你可透過ATM、網路銀行、E企合成網、臨櫃辦理」，而將該第一回覆字串傳送至該連網單元(1)以供該客服人機介面(13)顯示(S05)，以完成線上客服問題處理(S06)。Referring to the second figure, as shown in the third figure, when the client is operating the system, as shown in step S01, the personal comparison account and the personal comparison password are first input through the input terminal (11). The account and password are compared according to the account database (3) through the startup program (41). After the comparison is completed, the system can be enabled to start executing the service program (S02). In addition, it is worth mentioning that when the new creative system is partially attached to other mobile applications (such as Line, Wechat), the input of the above account password is through the above mobile application and the new creation. The communication protocol is input and judged. Then, when the client inputs the input string (such as "how to transfer") through the input terminal (11) (S03), the processing unit (4) executes the semantic recognition subroutine (421) to match the semantic meaning. The database (3) performs semantic recognition on the input string. Taking the present specification as an example, the processing unit (4) determines that the input string has the meaning of "how to transfer" (S04), and therefore starts to execute the first reply. a subroutine (422), and then according to the first reply subroutine (422), the processing unit (4) finds the corresponding first reply string in the semantic database (2): "You can use ATM, Online banking, E-comprehensive network, and front-office processing, and transmitting the first reply string to the networked unit (1) for display by the customer service interface (13) (S05) to complete online customer service Problem handling (S06).
爰此，本新型創作提供客戶端可以隨時隨地針對問題進行提問，跟以往以人力進行電話客服詢問相比，本新型創作得以大幅度節省詢問時間，同時，對於使用本系統之業者端而言，可省下大幅客服人員之雇用成本，尤其對於銀行業者而言，使用本新型創作得以發揮最大之成本效益及時間效益。In this way, the new creation provides the client with the ability to ask questions anytime and anywhere. Compared with the previous telephone customer service inquiry, the new creation can greatly save the inquiry time, and at the same time, for the operator who uses the system, It can save the employment cost of a large number of customer service personnel, especially for the bankers, to maximize the cost-effectiveness and time efficiency of using this new creation.
當客戶端所輸入之輸入字串，經本系統判斷後需進行細節詢問後才得以精準回覆其問題時，請參閱以下另一實施例：該語意辨識子程式(421)可供該處理單元(4)進一步執行：根據該輸入字串進行語意分析，當比對出其中一第二語意時，則控制該處理單元(4)執行該第二回覆子程式(423)；該第二回覆子程式(423)可供該處理單元(4)執行：將分析出之第二語意所對應之第二回覆字串傳送至該連網單元(1)，接著，當該輸入端(11)輸入該第一選擇關鍵字時，則將該第三回覆字串發送至該連網單元(1)以供該客服人機介面(13)顯示，或當該輸入端(11)輸入該第二選擇關鍵字時，則將該第四回覆字串發送至該連網單元(1)以供該客服人機介面(13)顯示。When the input string input by the client is judged by the system and then the detailed inquiry is required to accurately answer the question, please refer to another embodiment: the semantic identification subroutine (421) is available for the processing unit (4) Further performing: performing semantic analysis according to the input string, and when comparing one of the second semantics, controlling the processing unit (4) to execute the second reply subroutine (423); the second reply subroutine ( 423) executable by the processing unit (4): transmitting the second reply string corresponding to the analyzed second semantics to the networked unit (1), and then inputting the first input when the input terminal (11) When the keyword is selected, the third reply string is sent to the networked unit (1) for display by the customer service interface (13), or when the input terminal (11) inputs the second selected keyword. And sending the fourth reply string to the networking unit (1) for display by the customer service human interface (13).
請參閱第四圖配合第五圖所示，此實施態樣之步驟S07~S09與前述相同，在此不再贅述。當該處理單元(4)執行該語意辨識子程式(421)進行語意辨識時，當結果為該第二語意(例如「E企合成網怎麼轉帳」)時(S10)，則該處理單元(4)會開始執行該第二回覆子程式(423)，而於該語意資料庫(2)中找到與該第二語意所對應之第二回覆字串(例如「你要詢問的是簡易轉帳、一般轉帳、整批轉帳?」)傳送至該連網單元(1)(S11)，值得一提的是，前述所說第一關鍵字，如第五圖所示例如但不限於為「簡易轉帳」，而前述所說第二關鍵字，如第五圖所示例如但不限於為「一般轉帳」，本實施例還可以有第三、第四、第五關鍵字…等，但本說明書僅以該第一關鍵字、與該第二關鍵字來說明本案之優點、特色、及實施態樣。接著，當客戶端選擇該第二關鍵字時，則該處理單元(4)將該第四回覆字串(例如「E企合成網的一般轉帳步驟如下…」)發送至該連網單元(1)以供該客服人機介面(13)顯示(S14、S15)，由於當客戶端選擇該第一關鍵字之步驟流程與選擇該第二關鍵字相同(S12、S13)，故，在此不多作說明。Please refer to the fourth figure and the fifth figure. Steps S07~S09 of this embodiment are the same as the foregoing, and are not described herein again. When the processing unit (4) executes the semantic recognition subroutine (421) for semantic recognition, when the result is the second semantic meaning (for example, "how to transfer the account") (S10), the processing unit (4) The second reply subroutine (423) will be executed, and the second reply string corresponding to the second semantics is found in the semantic database (2) (for example, "What you want to ask is simple transfer, general Transfer, bulk transfer?") to the network unit (1) (S11), it is worth mentioning that the first keyword mentioned above, as shown in the fifth figure, for example but not limited to "easy transfer" The foregoing second keyword, as shown in the fifth figure, for example, but not limited to, "general transfer", this embodiment may also have third, fourth, fifth keywords, etc., but this specification only The first keyword and the second keyword illustrate the advantages, features, and implementation aspects of the present case. Then, when the client selects the second keyword, the processing unit (4) sends the fourth reply string (for example, "the general transfer procedure of the E-compositing network is as follows...") to the connected unit (1) For display by the customer service human interface (13) (S14, S15), since the step of the step of selecting the first keyword by the client is the same as selecting the second keyword (S12, S13), therefore, More explanations.
當客戶端所欲詢問之事項係關於個人機密檔案時(如***繳費資料)，則須通過一層層問題詢問後才得以發送，藉以避免個人資料外洩之問題，爰此，本新型創作可實施為：該語意辨識子程式(421)可供該處理單元(4)進一步執行：根據該輸入字串進行語意分析，當分析出該個人資訊查詢語意時，則控制該處理單元(4)執行該個人資訊查詢子程式(424)；該個人資訊查詢子程式(424)可供該處理單元(4)執行：根據該個人帳號找到該個人資訊資料，再根據該個人資訊資料取出其中一比對問題字串並傳送至該連網單元(1)，當該比對回答字串與取出之比對問題字串所對應之比對字串匹配時，則將該個人資訊資料傳送至該連網單元(1)。When the client wants to ask about the personal confidential file (such as credit card payment information), it must be sent through a layer of questions before it can be sent to avoid the leakage of personal data. Therefore, this new creation can be implemented. For example, the semantic recognition subroutine (421) is further executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing the personal information query semantics, controlling the processing unit (4) to execute the The personal information query subroutine (424); the personal information query subroutine (424) is executable by the processing unit (4): the personal information is found according to the personal account, and then one of the comparison questions is taken according to the personal information. The string is transmitted to the network unit (1), and when the comparison answer string matches the comparison comparison string corresponding to the problem string, the personal information is transmitted to the network unit. (1).
請參閱第六圖配合第七圖所示，本說明書以個人機密檔案為***繳費相關資料作為舉例，來說明本實施例之流程、特色。如步驟S16所示，當該輸入字串(如「我要查詢***帳單」)經該處理單元(4)執行該語意辨識子程式(421)之結果，辨識出來其語意為該個人資訊查詢語意時，則該處理單元(4)開始執行該個人資訊查詢子程式(424)(S17)。接著，該處理單元(4)便會根據該個人帳號找到該個人資訊資料，再根據該個人資訊資料取出其中一比對問題字串並傳送至該連網單元(1)(S18)，其中，該比對問題字串較佳係取三組(請參閱第七圖所示)，以提高整體安全性。接著，該客戶端便需針對該比對問題字串進行回答，而透過該輸入端(11)輸入該比對回答字串(S19)，再來，該處理單元(4)便會將該比對回答字串與取出之比對問題字串所對應之比對字串進行比對(S20)，當二者匹配時，則將該個人資訊資料(如***帳單)傳送至該連網單元(1)(S21)。當取有複數該比對問題字串時，則需全部該比對問題字串均形成匹配，才得以將該個人資訊資料(如***帳單)傳送至該連網單元(1)。Please refer to the sixth figure and the seventh figure. This manual uses the personal confidential file as the credit card payment related information as an example to illustrate the flow and features of this embodiment. As shown in step S16, when the input string (such as "I want to query the credit card bill") executes the semantic recognition subroutine (421) via the processing unit (4), the semantic meaning is the personal information query. In the semantic sense, the processing unit (4) starts executing the personal information query subroutine (424) (S17). Then, the processing unit (4) finds the personal information material according to the personal account, and then extracts one of the comparison question strings according to the personal information and transmits the problem to the network unit (1) (S18), where The alignment problem string is preferably taken in three groups (see Figure 7) to improve overall security. Then, the client needs to answer the comparison question string, and input the comparison answer string through the input terminal (11) (S19), and then the processing unit (4) will compare the ratio Comparing the answer string to the extracted comparison string corresponding to the question string (S20), when the two match, transmitting the personal information material (such as a credit card bill) to the network unit (1) (S21). When the plurality of comparison question strings are taken, all of the comparison question strings need to be matched to transmit the personal information material (such as credit card bill) to the network unit (1).
又，上述實施方式當未形成匹配時，除了系統可選擇直接離線、或封鎖帳號等方式處理外，本新型創作較佳係實施為：該處理單元(4)資訊連接一人工客服系統(5)；該個人資訊查詢子程式(424)可供該處理單元(4)進一步執行：當該比對回答字串與取出之比對問題字串所對應之比對字串無法匹配時，則控制該人工客服系統(5)資訊連接該連網單元(1)，透過客服人員來處理該客戶端之問題。Moreover, when the matching is not formed in the foregoing embodiment, the system is preferably implemented as: the processing unit (4) information connection and a manual customer service system (5), except that the system can select direct offline or block account processing. The personal information query subroutine (424) is further executable by the processing unit (4): when the comparison answer string and the extracted comparison string corresponding to the problem string cannot match, then the control string The manual customer service system (5) information is connected to the network unit (1), and the customer service personnel are used to handle the problem of the client.
爰此，本新型創作於實際實施時，如步驟S22所示，當出現未匹配時，則控制該人工客服系統(5)資訊連接該連網單元(1)，透過客服人員來處理該客戶端之問題，以提高本系統及客服人員之工作效率。Therefore, when the present invention is actually implemented, as shown in step S22, when there is a mismatch, the manual customer service system (5) is controlled to connect to the networked unit (1), and the client is processed by the customer service personnel. The problem is to improve the efficiency of the system and customer service staff.
請參閱第八圖所示，本新型創作亦可應用於訂單狀況查詢，以提供客戶端快速且方便之方式，得知目前訂單狀況。爰此，本新型創作可以實施為：該處理單元資訊連接一訂購系統，該訂購系統具有一出貨狀況資料，該出貨狀況資料對應一訂單編號確認資料。該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出該訂單詢問語意時，則控制該處理單元(4)執行該訂單回覆子程式(425)；該訂單回覆子程式(425)可供該處理單元(4)執行：傳送一訂單編號問題字串至該連網單元(1)，當該訂單編號比對資料與該訂單編號確認資料匹配，則將該出貨狀況資料傳送至該連網單元(1)。Please refer to the eighth figure. This new creation can also be applied to the order status inquiry to provide a quick and convenient way for the client to know the current order status. Therefore, the novel creation can be implemented as follows: the processing unit information is connected to a ordering system, and the ordering system has a shipping status data, and the shipping status data corresponds to an order number confirmation data. The semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing the order query semantics, controlling the processing unit (4) to execute the order reply subroutine (425); the order reply subroutine (425) is executable by the processing unit (4): transmitting an order number question string to the networked unit (1), and confirming the order number comparison data and the order number If the data is matched, the shipping status data is transmitted to the networking unit (1).
請參閱第八圖配合第九圖所示，如步驟S23所示，該客戶端輸入一輸入字串後，當該處理單元(4)執行該語意辨識子程式(421)，辨識出該輸入字串為該訂單詢問語意時(如「我要查詢訂單狀況」)(S24)，接著，該處理單元(4)便會根據該訂單回覆子程式(425)執行：傳送該訂單編號問題字串(如「請問你的訂單編號」)至該連網單元(1)(S25)，客戶端便會根據該訂單編號問題字串透過該輸入端(11)輸入該訂單編號比對資料(S26)，當該訂單編號比對資料與該訂單編號確認資料匹配時，將該出貨狀況資料傳送至該連網單元(1)，以令客戶端得以快速查詢訂單進度。Referring to the eighth figure and the ninth figure, as shown in step S23, after the client inputs an input string, the processing unit (4) executes the semantic recognition subroutine (421) to recognize the input word. When the string asks for the order (such as "I want to check the order status") (S24), then the processing unit (4) executes according to the order reply subroutine (425): the order number question string is transmitted ( For example, "Please ask your order number" to the network unit (1) (S25), the client will input the order number comparison data (S26) according to the order number question string through the input terminal (11). When the order number matching data matches the order number confirmation data, the shipping status data is transmitted to the networking unit (1), so that the client can quickly check the order progress.
上述訂單狀況查詢又可以用另外一種方式實施，其方式為：該出貨狀況資料內包括一對應該第一貨品關鍵字之第一貨品出貨狀況資料、及一對應該第二貨品關鍵字之第二貨品出貨狀況資料。該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出該訂單詢問語意時，則控制該處理單元(4)執行該訂單回覆子程式(425)，接著，該訂單回覆子程式(425)可供該處理單元(4)執行：發出一貨品選擇字串(如「你目前有2筆訂單，你要查詢的是1.生肖紀念幣?2.銀幣套幣?」)，該貨品選擇字串包括該第一貨品關鍵字、及該第二貨品關鍵字，之後等待客戶端回覆，當收到該第一貨品關鍵字時，則將該第一貨品出貨狀況資料傳送至該連網單元(1)、當收到該第二貨品關鍵字時，則將該第二貨品出貨狀況資料傳送至該連網單元(1)。其中，上述該第一貨品關鍵字可為數字1，或是生肖紀念幣，而該第二貨品關鍵字可同理類推。The above order status inquiry may be implemented in another manner by: the shipping status data includes a pair of first goods shipment status information corresponding to the first item keyword, and a pair of second item keywords Second shipment status information. The semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing the order query semantics, controlling the processing unit (4) to execute the order reply subroutine (425), then, the order reply subroutine (425) is executable by the processing unit (4): issuing a product selection string (such as "You currently have 2 orders, and you are querying 1. Zodiac commemorative coins. 2. The silver coin set??), the item selection string includes the first item keyword and the second item keyword, and then waits for the client to reply, when the first item keyword is received, The first shipment status information is transmitted to the network unit (1), and when the second item keyword is received, the second item shipment status data is transmitted to the network unit (1). Wherein, the first item keyword may be a number 1, or a zodiac commemorative coin, and the second item keyword may be analogized by analogy.
請參閱第十圖配合第十一圖所示，由於此實施態樣之前面步驟S28、S29與上述實施例S23、S24相同，在此不再多作說明。該處理單元(4)會根據該訂單回覆子程式(245)之指令，而傳送該貨品選擇字串至該連網單元(1)(S30)，例如：「你目前有2筆訂單，你要查詢的是1.生肖紀念幣?2.銀幣套幣?」，當客戶端看到該貨品選擇字串後，可根據自身需求、目的，選擇其中之一進行查詢，如圖所示，係輸入該第二貨品關鍵字(如2)(S31)，之後，該處理單元(4)便會將該第二貨品關鍵字所對應之第二貨品出貨狀況資料(「如你訂購的生肖紀念幣已完成付款，準備出貨中」)，傳送至該連網單元(1)(S32)，以提供客戶端快速查詢訂貨狀況。Referring to the tenth figure, in conjunction with the eleventh figure, since the foregoing steps S28 and S29 are the same as the above-described embodiments S23 and S24, they will not be described again. The processing unit (4) transmits the item selection string to the network unit (1) (S30) according to the order of the order reply subroutine (245), for example: "You currently have 2 orders, you want The query is 1. Zodiac commemorative coin? 2. Silver coin set coin?", when the client sees the product selection string, you can select one of them according to your needs and purpose, as shown in the figure, enter The second item keyword (such as 2) (S31), after which the processing unit (4) will send the second item shipment status data corresponding to the second item keyword ("if you order the zodiac commemorative coin The payment has been completed, ready for shipment"), and is transmitted to the networked unit (1) (S32) to provide the client with a quick inquiry of the order status.
請參閱第一圖配合第十三圖所示，業者端亦可透過本系統來發送廣告，藉以尋找淺在客戶，爰此，本新型創作進一步還可以實施為：該廣告子程式(426)可供該處理單元(4)執行：將一廣告資訊傳送至該連網單元(1)以供該客服人機介面(13)顯示(S33)。如圖所示，該廣告資訊例如：「本行自107/01/01將舉辦好禮大放送活動，凡於活動期間完成指定交易，即可獲得精美好禮，並獲得好禮抽獎資格!」，此外，本說明書所指之廣告資訊不限於字串，亦可為圖片、語音、影音等。Please refer to the first figure in conjunction with the thirteenth figure. The operator can also send advertisements through the system to find the customers. For this reason, the new creation can be further implemented as: the advertisement subroutine (426) can be The processing unit (4) executes: transmitting an advertisement information to the network unit (1) for display by the customer service machine interface (13) (S33). As shown in the figure, the advertising information is as follows: "The Bank will hold a gift delivery event from 107/01/01. When the designated transaction is completed during the event, you will receive a fine gift and receive a gift draw!" In addition, the advertising information referred to in this specification is not limited to strings, but may also be pictures, voices, audio and video, and the like.
請參閱第十二圖所示，承上實施例，為避免客戶端錯失廣告活動時間，本新型創作再進一步還可以實施為：該廣告資訊包括一活動起始日；該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出該廣告提醒語意時，則控制該處理單元(4)執行該廣告提醒子程式(4261)；該廣告提醒子程式(4261)可供該處理單元(4)執行：當執行完該廣告子程式(426)而收到該廣告提醒語意時，於該活動起始日之前一預設日期發送一提醒資料至該連網單元(1)以供該客服人機介面(13)顯示。Referring to the twelfth embodiment, in order to prevent the client from missing the advertising campaign time, the novel creation can be further implemented as follows: the advertisement information includes an activity start date; the semantic recognition subroutine (421 And being executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing the semantics of the advertisement reminder, controlling the processing unit (4) to execute the advertisement reminder subroutine (4261); the advertisement reminder The subroutine (4261) is executable by the processing unit (4): when the advertisement subroutine (426) is executed and the advertisement reminder is received, a reminder data is sent to a preset date before the event start date to The networking unit (1) is displayed for the customer service human interface (13).
爰此，當該處理單元自動發送完該廣告資訊後(S33)，若客戶端有輸入一輸入字串(S34)，且該輸入字串經該處理單元(4)執行該語意辨識子程式(421)判斷為該廣告提醒語意(如「活動開始前提醒我」)時，則開始執行該廣告提醒子程式(4261)(S35)，當該廣告資訊內之活動起始日屆臨時，或是屆臨前一預設日期時(S36)，則發出該提醒資料(如「提醒你，活動將於三天後開始」)至該連網單元(1)(S37)，以達提醒之目的。In this case, when the processing unit automatically sends the advertisement information (S33), if the client has input an input string (S34), and the input string executes the semantic recognition subroutine through the processing unit (4) ( 421) When it is determined that the advertisement reminder semantics (such as "Remind me before the event starts"), the advertisement reminder subroutine (4261) is started to be executed (S35), when the activity start date in the advertisement information is temporary, or At the pre-set date (S36), the reminder information (such as "Remind you that the event will start three days later") is sent to the connected unit (1) (S37) for the purpose of reminding.
請參閱第一圖配合第十四圖所示，上述實施態樣僅針對廣告資訊進行提醒設定，除此之外，為提供客戶端更多元服務，本新型創作還可以針對其他不同需求(如***繳費、所得稅繳費)等進行提醒。爰此，本新型創作亦可實施為：一資訊連接該處理單元(4)之事件資料庫(6)，該事件資料庫(6)包括複數事件資料，各事件資料分別對應一起始日、及一事件字串；該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出該提醒語意時，則控制該處理單元(4)執行該提醒子程式(427)；該提醒子程式(427)可供該處理單元(4)執行：將一事件提問字串傳送至該連網單元(1)，該事件提問字串包括各事件字串，當該處理單元(4)收到該事件設定字串時，於各事件字串中找出與該事件設定字串相匹配之事件字串及其起始日，該處理單元(4)於該起始日發出一提醒字串至該連網單元(1)以供該客服人機介面(13)顯示。Please refer to the first figure and the fourteenth figure. The above implementation mode only provides reminder settings for advertising information. In addition, in order to provide more client services, the new creation can also target other different needs (such as Reminders such as credit card payment and income tax payment. Therefore, the novel creation can also be implemented as: an information connection database (6) connected to the processing unit (4), the event database (6) including a plurality of event data, each event data corresponding to a start date, and An event string; the semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing the reminder semantics, controlling the processing unit (4) to execute the Reminding the subroutine (427); the reminder subroutine (427) is executable by the processing unit (4) to: transmit an event question string to the networked unit (1), the event question string including each event string When the processing unit (4) receives the event setting string, find an event string matching the event setting string and its starting date in each event string, and the processing unit (4) The start date sends a reminder string to the network unit (1) for display by the customer service interface (13).
請參閱第十四圖配合第十五圖所示，上述於實施時，客戶端先輸入該輸入字串(如「提醒我」)(S38)，當該處理單元執行該語意辨識子程式(421)而判斷該輸入字串為提醒語意時，則開始執行該提醒子程式(427)(S39)，接著，該處理單元(4)會發送一事件提問字串(如「你希望新增哪項提醒功能：***帳單繳款截止日、轉帳日期、生肖紀念幣開賣日、水電規費繳費日」)至該連網單元(1)(S40)，接著，客戶端再根據自身需求，從複數事件字串中選擇其中之一(如「***帳單繳款截止日」)(S41)，當客戶端所選擇之事件相對應之起始日屆臨時，發出該提醒字串(如「提醒你，你的***帳單將於107/01/08截止繳款」)至該連網單元(1)以供該客服人機介面(13)顯示(S42)。Please refer to Figure 14 for the fifteenth figure. In the above implementation, the client first enters the input string (such as "Remind Me") (S38). When the processing unit executes the semantic recognition subroutine (421) When it is determined that the input string is a reminder semantics, the reminder subroutine (427) is started to be executed (S39), and then the processing unit (4) sends an event question string (such as "Which item do you wish to add?" Reminder function: credit card bill payment deadline, transfer date, zodiac commemorative coin sale date, water and electricity fee payment date") to the network unit (1) (S40), then, the client then according to their own needs, from Select one of the plural event strings (such as "Credit Card Billing Payment Deadline") (S41), and issue the reminder string (such as "Reminder" when the event selected by the client corresponds to the start date. You, your credit card statement will be closed at 107/01/08") to the network unit (1) for display by the customer service interface (13) (S42).
請再參閱第一圖配合第二圖所示，本新型創作在使用時，也可能發生語意無法辨識之狀況，當此狀況發生時，可轉由人工客服進行處理、服務，爰此，本新型創作可以實施為：該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當無法進行語意分析時(S43)，則控制該人工客服系統(5)資訊連接該連網單元(1)，且將該輸入字串傳送至該人工客服系統(5)(S44)。本實施例不僅在語意無法辨識之狀況下立即轉交人工客服處理外，同時，還將該輸入字串轉送至人工客服系統(5)，以令人工客服在處理時，得以快速了解客戶端狀況。Please refer to the first figure and the second figure. When the new creation is used, it may also be in a state where the semantics cannot be recognized. When this happens, it can be transferred to the manual customer service for processing and service. The authoring can be implemented as follows: the semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when the semantic analysis cannot be performed (S43), controlling the manual customer service system (5) The information is connected to the network unit (1), and the input string is transmitted to the manual customer service system (5) (S44). This embodiment not only transfers the manual customer service processing immediately after the semantic meaning is unrecognizable, but also transfers the input string to the manual customer service system (5), so that the customer service can quickly understand the client status when processing.
本新型創作較佳係運用於銀行業者，由於銀行業者有眾多金融商品，如期貨、紀念幣、外匯等，為提供客戶即時報價，請參閱第一圖所示，本新型創作進一步可以實施為：該處理單元(4)資訊連接一商品即期報價系統(7)，該商品即期報價系統(7)可供輸出對應各商品之即期報價資料；該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出該報價語意時，則控制該處理單元(4)執行該報價子程式(428)；該報價子程式(428)可供該處理單元(4)執行：根據該報價語意於該商品即期報價系統(7)內找到相對應之商品，而得到該即期報價資料，並將該即期報價資料發送至該連網單元(1)以供該客服人機介面(13)顯示。This new type of creation is better applied to the banking industry. Since the banking industry has many financial commodities, such as futures, commemorative coins, foreign exchange, etc., in order to provide real-time quotes for customers, please refer to the first figure, the new creation can be further implemented as: The processing unit (4) is connected to a commodity spot quotation system (7), and the commodity spot quotation system (7) is configured to output the spot quotation data corresponding to each commodity; the semantic recognition subroutine (421) is available for the The processing unit (4) executes: performing semantic analysis according to the input string, and when analyzing the quotation semantics, controlling the processing unit (4) to execute the quotation subroutine (428); the quoting subroutine (428) is available The processing unit (4) executes: according to the quotation term, the corresponding quotation system is found in the commodity quotation system (7), and the spot quotation data is obtained, and the spot quotation data is sent to the network unit. (1) for display by the customer service man-machine interface (13).
請參閱第十六圖配合第十七圖所示，當客戶端欲作詢價而輸入該輸入字串後(S45)，該處理單元(4)會執行該語意辨識子程式(421)進行語意辨識，當辨識結果是該報價語意時，則該處理單元(4)開始執行報價子程式(S46)，再根據該報價語意於該商品即期報價系統(7)內找到相對應之商品，而得到該即期報價資料(S47)，再將該即期報價資料發送至該連網單元(1)以供該客服人機介面(13)顯示(S48)。此外，值得一提是，過程中可能產生該處理單元(4)辨識出該報價語意，但該報價語意無法精準得知是關於哪種產品的報價，此時如第十七圖所示，該處理單元(4)會再發出詢問字串作進一步詢問。Please refer to the sixteenth figure in conjunction with the seventeenth figure. When the client inputs the input string for the inquiry (S45), the processing unit (4) executes the semantic recognition subroutine (421) for semantic expression. Recognizing, when the identification result is the meaning of the offer, the processing unit (4) starts executing the quotation subroutine (S46), and then according to the quotation term, the corresponding quotation system (7) is found to find the corresponding product, and The spot quotation data is obtained (S47), and the spot quotation data is sent to the network unit (1) for display by the customer service machine interface (13) (S48). In addition, it is worth mentioning that in the process, the processing unit (4) may recognize the meaning of the offer, but the quotation semantics cannot accurately know the quotation about which product, as shown in FIG. The processing unit (4) will then issue an inquiry string for further inquiry.
請參閱第一圖所示，承上實施例，為提供客戶端更優質服務，本新型創作更進一步提供報價提醒功能，該功能實施方式為：該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出該價格通知語意時，則控制該處理單元(4)執行該價格通知子程式(4281)；該價格通知子程式(4281)可供該處理單元(4)執行：發送複數價格通知問題字串至該連網單元(1)，以供輸入端(11)根據各價格通知問題字串進行回答以完成該價格通知設定資料，接著，根據該商品種類於該商品即期報價系統(7)內找到相對應之商品，而得到該即期報價資料，當該即期報價資料滿足該通知價格時，則發出一價格提醒字串至該連網單元(1)以供該客服人機介面(13)顯示。Please refer to the first figure. In the embodiment, in order to provide better service for the client, the new creation further provides a quotation reminding function. The function implementation manner is: the semantic recognition subroutine (421) is available for the processing unit. (4) Execution: performing semantic analysis according to the input string, and when analyzing the semantics of the price notification, controlling the processing unit (4) to execute the price notification subroutine (4281); the price notification subroutine (4281) may For the processing unit (4) to: send a plurality of price notification question strings to the network unit (1), for the input end (11) to answer according to each price notification question string to complete the price notification setting data, and then According to the product category, the corresponding commodity is found in the product quotation system (7), and the spot quotation data is obtained. When the current quotation data satisfies the notification price, a price alert string is sent to The networking unit (1) is displayed for the customer service human interface (13).
請再參閱第十六圖配合第十七圖所示，本實施例可配合前述實施例進行報價後，再作價格提醒設定，也可未經過上述報價直接進行價格提醒設定，以本說明書為例，係承接報價後再作價格提醒設定。當客戶端輸入該輸入字串後(S49)，該處理單元同樣的執行該語意辨識子程式進行語意辨識，當辨識出該價格通知語意時，開始執行該價格通知子程式(4281)(S50)。接著，該處理單元會發送複數價格通知問題字串至該連網單元(1)(S51)，例如「請選擇即期匯率或現鈔匯率」、「請設定到價通知價格」，接著，客戶端便可根據需求及價格，配合該通知問題字串依序進行回答，以完成該價格通知設定資料(S52)，然後，該處理單元便會根據該商品種類於該商品即期報價系統(7)內找到相對應之商品，得到該即期報價資料(S53)，當該即期報價資料滿足該通知價格時，則發出一價格提醒字串至該連網單元(1)以供該客服人機介面(13)顯示(S54)。Please refer to the sixteenth figure and the seventeenth figure. In this embodiment, the price can be set after the quotation is matched with the foregoing embodiment, or the price reminder setting can be directly performed without the above quotation, taking this specification as an example. , after receiving the quotation, make a price reminder setting. After the client inputs the input string (S49), the processing unit similarly executes the semantic recognition subroutine for semantic recognition, and when the price notification semantics is recognized, the price notification subroutine (4281) is started to be executed (S50). . Then, the processing unit sends a complex price notification question string to the networked unit (1) (S51), for example, "please select the spot exchange rate or the cash exchange rate", "please set the price to notify the price", and then, the customer The terminal can respond to the notification question string in sequence according to the demand and the price, to complete the price notification setting data (S52), and then the processing unit will use the product type quotation system according to the product type (7). The corresponding product is found, and the spot quotation data is obtained (S53). When the spot quotation data satisfies the notification price, a price alert string is sent to the network unit (1) for the customer service person. The machine interface (13) is displayed (S54).
請參閱第一圖所示，由於本新型較佳係用於銀行業者，為便於客戶端到銀行排隊進行業務處理，本新型創作還可實施為：該處理單元(4)分別資訊連接複數銀行據點系統(8)，各銀行據點系統(8)分別對應一排隊系統(81)，各排隊系統(81)分別可供發出一排隊號碼；該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出一銀行排隊語意時，則控制該處理單元(4)執行該銀行排隊子程式(429)；該銀行排隊子程式(429)可供該處理單元(4)執行：發送一銀行選擇字串至該連網單元(1)以供該客服人機介面(13)顯示，當收到該排隊設定資料時，則根據該排隊設定資料選擇相對應之銀行據點系統(8)，再控制該排隊系統(81)發出該排隊號碼後，將該排隊號碼該連網單元(1)以供該客服人機介面(13)顯示。Please refer to the first figure. Since the present invention is preferably used by the banking industry, in order to facilitate the client to the bank to queue for business processing, the novel creation can also be implemented as: the processing unit (4) separately connects the plurality of bank positions The system (8), each bank location system (8) respectively corresponds to a queuing system (81), each queuing system (81) is respectively available to issue a queuing number; the semantic identification subroutine (421) is available to the processing unit (4) Execution: performing semantic analysis according to the input string, when analyzing a bank queuing semantics, controlling the processing unit (4) to execute the bank queuing subroutine (429); the bank queuing subroutine (429) is available for the The processing unit (4) executes: sending a bank selection string to the network connection unit (1) for display by the customer service human interface (13), and when receiving the queue setting data, selecting a phase according to the queue setting data Corresponding bank location system (8), after controlling the queuing system (81) to issue the queuing number, the queuing number of the networking unit (1) is displayed for the customer service human interface (13).
請再參閱第十八圖配合第十九圖所示，客戶端在操作本系統，同樣的先發出該輸入字串(S55)，接著，該處理單元開始辨識該輸入字串，當辨識之結果為該銀行排隊語意時，則控至該處理單元開始執行該銀行排隊子程式(S56)。接著，該處理單元會發送該銀行選擇字串至該連網單元(1)以供該客服人機介面(13)顯示(S57)，該銀行選擇字串可以是如圖所示，僅為「請選擇分行」，亦可包括複數銀行名稱、或是距離客戶端一預設範圍內各銀行名稱，以供客戶端進行選擇，藉以完成該排隊設定資料(S58)，再來，該處理單元會根據該排隊設定資料選擇相對應之銀行據點系統(8)，再控制該排隊系統(81)發出該排隊號碼後，將該排隊號碼該連網單元(1)以供該客服人機介面(13)顯示(S59)。之後，該客戶端便可根據該排隊號碼前往所選擇銀行進行排隊。Please refer to the eighteenth figure and the nineteenth figure. When the client operates the system, the input string is first sent (S55). Then, the processing unit starts to recognize the input string, and the result is recognized. When the bank is queuing the semantics, the processing unit is controlled to start executing the bank queuing subroutine (S56). Then, the processing unit sends the bank selection string to the network unit (1) for display by the customer service human interface (13) (S57), and the bank selection string may be as shown in the figure, only " Please select a branch, or include a plurality of bank names, or a bank name within a predetermined range from the client, for the client to select, to complete the queue setting data (S58), and then, the processing unit will Selecting the corresponding bank location system (8) according to the queuing setting data, and then controlling the queuing system (81) to issue the queuing number, the queuing number of the networking unit (1) for the customer service human interface (13) ) Display (S59). The client can then queue up to the selected bank based on the queued number.
此外，承上實施例，由於客戶端可能不知道銀行地址，為便於客戶尋找，當該連網單元(1)之實施態樣為手持裝置時，本新型創作利用該手持裝置(1)內之導航行動應用程式(14)進行位置指引，其實施方式為：該手持裝置(1)設有一導航行動應用程式(14)；各銀行據點系統(8)分別對應一位置資料；該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出一導航語意時，則控制該處理單元(4)執行該第一導航子程式(4291)；該第一導航子程式(4291)可供該處理單元(4)執行：當該處理單元(4)執行完該銀行排隊子程式(429)後，則根據該排隊設定資料選擇相對應之銀行據點系統(8)而得到該位置資料，將該位置資料傳送至該手持裝置(1)，以令該手持裝置(1)啟動該導航行動應用程式(14)根據該位置資料進行導航。In addition, in the embodiment, since the client may not know the bank address, in order to facilitate the customer to find, when the implementation mode of the network unit (1) is a handheld device, the novel creation utilizes the handheld device (1). The navigation action application (14) performs location guidance by: the handheld device (1) is provided with a navigation action application (14); each bank location system (8) corresponds to a location data; the semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing a navigation semantics, controlling the processing unit (4) to execute the first navigation subroutine (4291); The first navigation subroutine (4291) is executable by the processing unit (4): after the processing unit (4) executes the bank queuing subroutine (429), the corresponding bank location system is selected according to the queuing setting data. (8) obtaining the location data, transmitting the location data to the handheld device (1), so that the handheld device (1) activates the navigation action application (14) to navigate according to the location data.
請再參閱第十八圖配合第十九圖所示，當該處理單元執行完該銀行排隊子程式後(S59)，若該輸入端(11)所輸入之輸入字串經語意辨識結果為該導航語意時，則該處理單元(4)開始執行該第一導航子程式(4291)(S60)，根據該排隊設定資料選擇相對應之銀行據點系統(8)得到該位置資料(S61)，再將該位置資料傳送至該手持裝置(1)，以供該手持裝置(1)根據該位置資料進行導航(S62)。Please refer to the eighteenth figure and the nineteenth figure. After the processing unit executes the bank queuing subroutine (S59), if the input string input by the input terminal (11) is semantically recognized, the result is When navigating the semantics, the processing unit (4) starts executing the first navigation subroutine (4291) (S60), and selecting the corresponding bank location system (8) according to the queuing setting data to obtain the location data (S61), and then The location data is transmitted to the handheld device (1) for the handheld device (1) to navigate based on the location data (S62).
請參閱第一圖所示，由於各分行所承辦之業務不盡相同，為避免民眾發生跑錯地方之問題，本新型創作更進一步可以實施為：各銀行據點系統(8)分別包括複數業務種類；該語意辨識子程式(421)可供該處理單元(4)執行：根據該輸入字串進行語意分析，當分析出一銀行業務查詢語意時，則控制該處理單元(4)執行該銀行業務查詢子程式(420)；該銀行業務查詢子程式(420)可供該處理單元(4)執行：分析該輸入字串得到一業務查詢種類，根據該業務查詢種類分別與各銀行據點系統(8)內之各業務種類進行比對，收集業務種類與該業務查詢種類相匹配之銀行據點系統(8)得到一查詢結果，並將該查詢結果傳送至該連網單元(4)以供該客服人機介面(13)顯示。Please refer to the first figure. Since the business carried out by each branch is not the same, in order to avoid the problem of people running the wrong place, this new creation can be further implemented as: each bank location system (8) includes multiple business types The semantic recognition subroutine (421) is executable by the processing unit (4): performing semantic analysis according to the input string, and when analyzing a banking service query semantics, controlling the processing unit (4) to execute the banking service Querying the subroutine (420); the banking query subroutine (420) is executable by the processing unit (4): analyzing the input string to obtain a service query type, and respectively corresponding to each bank location system according to the service query type (8) Comparing each service type in the collection, the bank location system (8) that collects the service category and the service query type obtains a query result, and transmits the query result to the network unit (4) for the customer service The human machine interface (13) is displayed.
請參閱第二十圖配合第二十一圖所示，同樣的先輸入該輸入字串(S63)(例如我要就學貸款)，接著，經語意辨識後當結果為該銀行業務查詢語意時，則開始執行該銀行業務查詢子程式(420)(S64)，接著前述分析結果也可得知該業務查詢種類，然後該處理單元(4)根據該業務查詢種類進行查詢，而收集業務種類與該業務查詢種類相匹配之銀行據點系統(8)得到該查詢結果(S65)，最後將該查詢結果傳送至該連網單元(1)(S66)。Please refer to the twentieth map and the 21st figure, the same input string (S63) (for example, I want to study loan), and then, after the semantic recognition, when the result is the meaning of the banking query, Then, the banking query subroutine (420) is started (S64), and then the foregoing analysis result can also know the service query type, and then the processing unit (4) performs an inquiry according to the service query type, and collects the service type and the The bank location system (8) matching the business query type obtains the query result (S65), and finally transmits the query result to the networked unit (1) (S66).
請參閱第一圖所示，承上述實施例，同樣的亦可能發生客戶端不知道分行地址，為便於客戶端找尋分行位置，本新型創作另可實施為：各銀行據點系統(8)分別對應一分行名稱；該查詢結果包括各業務種類與該業務查詢種類相匹配銀行據點系統之分行名稱、及其相對應之位置資料；該第二導航子程式(4201)可供該處理單元(4)執行：當該處理單元(4)執行完該銀行業務查詢子程式(420)後，發出一分行選擇字串至該手持裝置，且該分行選擇字串包括該查詢結果內各分行名稱，當該輸入端(11)選擇其中一分行名稱後，該處理單元(4)會根據該選擇其中一分行名稱找到相對應之位置資料並傳送至該手持裝置，以供該手持裝置啟動該導航行動應用程式進行導航。Please refer to the first figure. According to the above embodiment, the same may occur that the client does not know the branch address. In order to facilitate the client to find the branch location, the new creation can be implemented as follows: each bank location system (8) corresponds to a branch name; the query result includes a branch name of the bank location system matching each service category and the service query type, and a corresponding location data; the second navigation subroutine (4201) is available to the processing unit (4) Execution: when the processing unit (4) executes the banking query subroutine (420), sends a branch selection string to the handheld device, and the branch selection string includes each branch name in the query result, when the After the input terminal (11) selects one of the branch names, the processing unit (4) finds the corresponding location data according to the selected one of the branch names and transmits the corresponding location data to the handheld device for the handheld device to activate the navigation mobile application. Navigate.
請參閱第二十圖配合第二十一圖所示，當該處理單元(4)執行完該銀行業務查詢子程式(420)後，更進一步會發出該分行選擇字串至該手持裝置(1)(S67)，客戶端便可根據自身需求，從中選取其中一分行名稱進行輸入(S68)，接著，該處理單元(4)便會根據客戶端所選擇之結果找到相對應之位置資料(S69)，並將該位置資料傳送至該手持裝置，以供該手持裝置啟動該導航行動應用程式進行導航)(S70)。Referring to FIG. 20, in conjunction with FIG. 21, after the processing unit (4) executes the banking query subroutine (420), the branch selection string is further sent to the handheld device (1). (S67), the client can select one of the branch names to input according to the needs of the client (S68), and then the processing unit (4) will find the corresponding location data according to the result selected by the client (S69). And transmitting the location data to the handheld device for the handheld device to launch the navigation action application for navigation) (S70).
綜上所述，本案符合專利法所定之要件，爰依法提出專利申請，而上述說明僅列舉本新型創作之較佳實施例，本案之權利範圍仍以請求項所列為主。To sum up, the case is in accordance with the requirements of the Patent Law, and the patent application is filed according to law. The above description only lists the preferred embodiment of the novel creation. The scope of the case is still listed in the request.
(1)‧‧‧連網單元(1)‧‧‧ Networking unit
(11)‧‧‧輸入端 (11)‧‧‧ Input
(12)‧‧‧顯示器 (12)‧‧‧ Display
(13)‧‧‧客服人機介面 (13) ‧‧‧Customer Service Interface
(14)‧‧‧導航行動應用程式 (14) ‧‧‧Navigation Mobile App
(2)‧‧‧語意資料庫 (2) ‧ ‧ semantic database
(3)‧‧‧帳號資料庫 (3) ‧‧‧ Account Database
(4)‧‧‧處理單元 (4) ‧‧‧Processing unit
(41)‧‧‧啟動程式 (41)‧‧‧Starter
(42)‧‧‧客服程式 (42)‧‧‧Customer Service Program
(421)‧‧‧語意辨識子程式 (421) ‧ ‧ semantic recognition subroutine
(422)‧‧‧第一回覆子程式 (422)‧‧‧First reply subroutine
(423)‧‧‧第二回覆子程式 (423)‧‧‧Second reply subroutine
(424)‧‧‧個人資訊查詢子程式 (424)‧‧‧ Personal Information Query Subprogram
(425)‧‧‧訂單回覆子程式 (425) ‧‧‧Order Reply Subprogram
(426)‧‧‧廣告子程式 (426)‧‧‧Ad subprogram
(4261)‧‧‧廣告提醒子程式 (4261)‧‧‧Advertising reminder
(427)‧‧‧提醒子程式 (427)‧‧‧Remind subroutine
(428)‧‧‧報價子程式 (428)‧‧‧quote subroutine
(4281)‧‧‧價格通知子程式 (4281)‧‧‧Price Notification Subprogram
(429)‧‧‧銀行排隊子程式 (429) ‧‧‧Bank queuing subroutine
(4291)‧‧‧第一導航子程式 (4291)‧‧‧First Navigation Subprogram
(420)‧‧‧銀行業務查詢子程式 (420) ‧ ‧ Banking Business Query Subprogram
(4201)‧‧‧第二導航子程式 (4201)‧‧‧Second navigation subroutine
(5)‧‧‧人工客服系統 (5) ‧‧‧Manual Customer Service System
(6)‧‧‧事件資料庫 (6) ‧ ‧ event database
(7)‧‧‧商品即期報價系統 (7) ‧‧‧ commodity quotation system
(8)‧‧‧銀行據點系統 (8) ‧‧‧Bank base system
(81)‧‧‧排隊系統 (81)‧‧‧Queueing system
第一圖係本新型創作之各元件連結示意圖 第二圖係本新型創作之第一回覆子程式之作動流程圖 第三圖係本新型創作之第一回覆子程式之客服人機介面示意圖 第四圖係本新型創作之第二回覆子程式之作動流程圖 第五圖係本新型創作之第二回覆子程式之客服人機介面示意圖 第六圖係本新型創作之個人資訊查詢子程式作動流程圖 第七圖係本新型創作之個人資訊查詢子程式之客服人機介面示意圖 第八圖係本新型創作之訂單回覆子程式之第一實施例作動流程圖 第九圖係本新型創作之訂單回覆子程式之第一實施例客服人機介面示意圖 第十圖係本新型創作之訂單回覆子程式之第二實施例作動流程圖 第十一圖係本新型創作之訂單回覆子程式之第二實施例客服人機介面示意圖 第十二圖係本新型創作之廣告子程式及廣告提醒子程式之作動流程圖 第十三圖係本新型創作之廣告子程式及廣告提醒子程式之客服人機介面示意圖 第十四圖係本新型創作之提醒子程式之作動流程圖 第十五圖係本新型創作之提醒子程式之客服人機介面示意圖 第十六圖係本新型創作之報價子程式及價格通知子程式之作動流程圖 第十七圖係本新型創作之報價子程式及價格通知子程式之客服人機介面示意圖 第十八圖係本新型創作之銀行排隊子程式及第一導航子程式之作動流程圖 第十九圖係本新型創作之銀行排隊子程式及第一導航子程式之客服人機介面示意圖 第二十圖係本新型創作之銀行業務查詢子程式及第二導航子程式之作動流程圖 第二十一圖係本新型創作之銀行業務查詢子程式及第二導航子程式之客服人機介面示意圖The first picture is a schematic diagram of the connection of each component of the novel creation. The second picture is the flow chart of the first reply subroutine of the new creation. The third picture is the fourth embodiment of the customer service machine interface of the first reply subroutine of the new creation. Figure 5 is a flow chart of the second reply subroutine of this new creation. The fifth picture is the second working form of the customer service man-machine interface of the second creation sub-program. The sixth picture is the flow chart of the personal information query sub-program of this new creation. The seventh figure is a schematic diagram of the customer service machine interface of the personal information inquiry subroutine of the present invention. The eighth picture is the first embodiment of the operation reply flow chart of the new creation. The ninth picture is the order reply of the new creation. The first embodiment of the program is a schematic diagram of the second embodiment of the order reply subroutine of the novel creation. The eleventh figure is the second embodiment of the order reply subroutine of the novel creation. The twelfth figure of the human-machine interface diagram is the flow chart of the advertising sub-program and the advertisement reminder sub-program of the new creation. The advertising sub-program and the advertising reminder subroutine's customer service machine interface diagram is the fifteenth figure. The fifteenth figure of the new creation reminder subroutine is the customer service machine interface diagram of the reminder subroutine of the new creation. The sixteenth figure is the flow chart of the quotation subroutine and the price notification subroutine of the new creation. The seventeenth figure is the quotation subroutine of the new creation and the customer service machine interface diagram of the price notification subroutine. The new creative bank queuing subroutine and the first navigation subroutine action flow chart. The nineteenth figure is the bank queuing subroutine of the new creation and the first navigation subroutine customer service man-machine interface. The twentieth picture is the new creation. The operation chart of the banking inquiry subroutine and the second navigation subroutine is shown in the twenty-first figure. The banking service inquiry subroutine of the new creation and the customer service machine interface of the second navigation subroutine
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