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Conversation tree-based intelligent online customer service method and system

An intelligent and customer service technology, applied in the field of human-computer interaction, can solve problems such as low accuracy of automatic answers, insufficient naturalness, and incoherent semantics, and achieve the effect of improving sales performance, good experience, and improving naturalness

Active Publication Date: 2013-01-09
TIANGE TECH HANGZHOU +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Existing methods and systems do not use contextual information, resulting in incoherent semantics in the conversation process and low accuracy of automatic answers. For customers, such a consultation process is not natural enough and the customer experience is not good.
Therefore, existing methods and systems have defects and need to be improved

Method used

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  • Conversation tree-based intelligent online customer service method and system
  • Conversation tree-based intelligent online customer service method and system
  • Conversation tree-based intelligent online customer service method and system

Examples

Experimental program
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Embodiment 1

[0052] This embodiment relates to the sales of VIP members of an online video social platform. Figure 5 It is a network system structure diagram of this embodiment. The online client runs the Client program on his own machine, establishes a connection with the session server through TCP / IP, and one computer can support multiple concurrent session requests. Each service program on the session server can support multiple TCP / IP links at the same time, and multiple session servers can be deployed in parallel.

[0053] The content of the sales knowledge base in this embodiment is mined from massive manual sales session data, and has reliability, practicability, dynamics, and timeliness. Firstly, it divides, sorts, and labels massive amounts of manual conversation data, performs cluster analysis and association mining, and obtains common conversation scenarios and all possible conversation processes; then, it automatically builds conversation trees by designing iterative learning...

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Abstract

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.

Description

technical field [0001] The invention relates to the field of human-computer interaction, in particular to an intelligent online customer service method and system using natural language text as a medium and applied to network-assisted sales. Background technique [0002] The flat marketing model in which online business enterprises and end customers directly contact without intermediate links is a prominent feature of network economy and e-commerce. At present, some large-scale e-commerce websites, online entertainment platforms, and online social networks have huge user groups, and the number of simultaneous online users is huge during the service peak period. Traditional manual sales and customer service are powerless in the face of a huge customer base, unable to provide customers with timely and high-quality online business consulting, business guidance, and product sales services. It is necessary to develop a human-machine automatic conversation technology Intelligent ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/06G06Q30/02
Inventor 周建政王荣波谌志群傅政军朱文华姚金良黄孝喜黄金海严峻杰周渝清陆蓓
Owner TIANGE TECH HANGZHOU
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