Design And Implementation Of Intelligent Interactive SMS Business Hall

With the rapid development of mobile users, the business requirement of users have increased. The CMCC have made great improvement and perfection in customer service and channels building, and has established a variety of channels for providing service. Electronic channels is an important service channel for China Mobile. SMS, as a channel of e-channels, can be more convenient for customers, and can relieve the pressure of sales hall.The code of SMS business hall is complexity, the cross-level is too much, and the service success rate is low. In order to change the conditions, this article is based on keywords fuzzy matching to achieve present a solution for the SMS business hall. The key research is as follows.1. To establish table of operation type and standard coding. We should sort out the operation code that used at present for SMS business hall, and establish a unified table of operation type and standard coding according to coding rules that is "action type"+"business name".2. To generate and improve the keyword table by the rules. Based on operation type and standard coding table, firstly, we present the rules to generate keyword,then establish and improve the keyword table through two method that is system-generated and manually add, finally,.add and complement the keyword of important business in English, homophonic, local voice, similar business names of competitors and so on.3. Push service based on keyword content and flexible configuration. We will use the third-party smart interactive tools when the keywords not matched. In the case of combination of keywords or a multi-many keyword, we adjust the business push content according to recent business development needs to achieve the best results.4. To establish a unified customer response content template. We provide three interactive method to guide customers for the successful fuzzy match query, there are "digital code","phonetic encoding","digital and mixed phonetic coding"; as for the failure fuzzy query, we should guide the customers to use the SMS business hall and the function of fuzzy query.At last, we summarize the effect of the keywords fuzzy match based SMS business hall through some application examples and data.