CUSTOMER SERVICE SYSTEM FOR ON-LINE SERVICE, AND METHOD OF ACQUIRING CATEGORY INFORMATION OF USER'S QUESTION FOR PROCESSING CUSTOMER SERVICE

摘要

PURPOSE: problem/reply processing is supplied to the information of user for online service and classification information acquisition method processing problems/answer and replys manager to create FAQ and reduce number of questions requirement, about goes wrong to accurately grasp type. ;CONSTITUTION: problem input unit (21) is processed so that user can input problem by puing question to the user interface inputted. A kind of FQA DB (22) store and safeguard the information of FAQ. If the problem of being entered problem by input unit, the problem of target FQA projects correlation is recommended in FQA selectors (23) selection. The problem of a kind of selected recommendation target FQA articles of FQA recommendation units (24) offer are inputted to a user. ;The 2011 of copyright KIPO submissions