A dialogue method and system for intelligent customer service

Abstract

The invention discloses a conversation method and a system for the intelligent customer service. According to the technical scheme of the invention, problems are classified, and the occurrence frequencies of all problems in each category are sorted. According to the sequential order of the sorted result, the calculation is conducted to obtain the attribute values of the problems and create a scoring function model. After that, based on the scoring function model, the problems are scored, so that the scores of the problems are obtained. During conversation, the problem of a visitor is obtained and scored based on the scoring function model, and then the score of the problem of the visitor is obtained. Meanwhile, the score of the problem of the visitor is compared and analyzed with the scores of problems in a database, and then a problem with the score thereof most closet to the score of the problem of the visitor and the corresponding answer of the problem are obtained. The obtained corresponding answer is adopted as a recommended answer for the problem of the visitor. Therefore, a similar problem with the score closet to the score of the problem of the visitor can be quickly found out in the database. Meanwhile, a corresponding recommended answer is provided for the visitor according to the similar problem. as a result, the communication efficiency and the question answering accuracy are improved.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a dialogue method for intelligent customer service and a system for applying the method. Background technique [0002] With the popularization and application of the Internet and e-commerce, and the development of artificial intelligence technology, intelligent customer service is becoming more and more common. Intelligent customer service is an industry-oriented application developed on the basis of large-scale knowledge processing, including: large-scale knowledge processing technology, natural language understanding technology, knowledge management technology, automatic question answering system, reasoning technology, etc., with industry versatility , not only provides fine-grained knowledge management technology for enterprises, but also establishes a fast and effective technical means based on natural language for communication between enterprises and massive users; a...

AI Technical Summary

Problems solved by technology

[0004] 1. The user experience effect is average, the dialogue mode is fixed, and it is relatively rigid

[0005] 2. The accuracy of intelligent customer service to answer questions is not high, especially for different visitors, intelligent customer service cannot be used as a personalized answer

[0009] 3. Will it rain tomorrow?

Or because of timeliness, visitors from the same region ask the same question, but the time interval is as long as several months, and they still get the same answer, which is obviously inconsistent with the facts

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