Method and system for mixed customer services of intelligent robots and human beings

Abstract

The invention discloses a method for the mixed customer services of intelligent robots and human beings. The method comprises the steps of S1, receiving the user information sent by a user terminal; S2, searching a database through triggering an intelligent robot based on the user information to obtain a search result; S3, judging whether the search result is correct or not based on an answer candidate method; on the condition that the search result is correct, returning the search result to the user terminal and getting back to the step S1; on the condition that the search result is not correct, triggering the human being-based service; giving a reply to a question based on the user information by the human being-based service and marking the replay as an effective answer; S4, recording the user information and the effective answer corresponding to the user information into the database by the intelligent robot. According to the technical scheme of the invention, questions are answered by the intelligent robot as much as possible. Meanwhile, based on a confident threshold, whether a question is forwarded to the human being-based service or not is intelligently judged. After the question is answered by the human being-based service, the intelligent robot automatically records the question and the answer into the database. Therefore, the self-learning of the intelligent robot database and the knowledge timely update are realized.

Description

technical field [0001] The present invention relates to the technical field of human-computer interaction, and in particular to a method and system for mixed customer service of an intelligent robot and a human. Background technique [0002] With the continuous increase of the business needs of various enterprises, the complexity of the business is increasing, the user group is expanding, and the services of the majority of users to user consultation and other aspects are also increasing. Traditional manual customer service is not enough in the face of huge user groups. On the other hand, it is difficult to provide users with fast and correct answers through the static FAQ method. Interruption pauses follow, greatly reducing the user experience. Using robots to replace manual tasks such as customer service, CallCenter call center agents, consultation and response, chatting and communication will become a necessity for the development of the times. The robot intelligent serv...

AI Technical Summary

Problems solved by technology

[0005] The technical problem to be solved by the present invention is how to overcome the defects in the prior art that intelligent robots cannot use contextual information, the semantics are incoherent, the accuracy rate of automatically answering user questions is not high, and the customer service experience is not good.

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