| 摘要 |
PURPOSE: A method and a system for a consulting service on the network equipped with a load balancing function are provided to quickly offer a verified recommended answer stored in a database depending on the contents of a customer's question, and properly distribute the work of a counselor answering to the customer's question. CONSTITUTION: A document crawler(204) collects the raw data(202) that is the question data of various forms such as the FAQ(Frequently Asked Question), a bulletin board, the contact us, and an e-mail. The raw data is stored in a knowledge base index database(214) and an FAQ index database(216) by an indexer(206). A recommended answer pool(218) comprises the databases. The indexer and a query processor(212) connecting to a document storage(208) like an electronic dictionary operated by a ranking algorithm(210) generates index data by effectively normalizing the raw data, reconfiguring the normalized data to the document fit to a search engine. After the query processor processes a query by an index generated from the indexer, the question/answer is performed with a customer terminal(20) through an intelligent viewer(220).
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