The invention provides a conversation tree-based intelligent online customer service method and
system. The conversation tree-based intelligent online customer service method comprises the following steps that: an online customer logs in a
client side; a
server side automatically sends greetings to the
client side; the online customer inputs and sends conversations to the
server side; the
server side searches a sales
knowledge base, acquires reply conversations and sends the replay conversations to the
client side; and repeatedly executing the two steps till the online customer closes the
client side. The invention also provides a conversation tree-based intelligent online customer
service system, which comprises a
server side module, a
client side module and a data storage module, wherein the
server side module is used for providing an automatic conversation function and other
system management functions; the
client side module is used for establishing connection with the
server side and providing a conversation interface for the online customer; and the data storage module is used for storing the sales
knowledge base and a conversation log
library. The conversation tree-based intelligent online customer service method and
system disclosed by the invention ensure that the automatic customer
service process is closer to the conversation between humans rather than
questions and answers between human and machines, have the capability of greatly improving the naturalness degree of an online customer
consultation process and brings better experiences for customers.