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A method to improve the answering accuracy of electric power intelligent answering robot

A technology of intelligent answering and robots, which is applied in the field of electric power customer service, can solve problems such as the low accuracy of electric power intelligent answering robots, and achieve the effect of improving high-quality service levels, improving accuracy, and saving human resources

Active Publication Date: 2022-02-15
STATE GRID JIANGSU ELECTRIC POWER CO ELECTRIC POWER RES INST +2
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  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0004] In order to solve the deficiencies in the prior art, the present invention provides a method for improving the answering accuracy of the electric intelligent answering robot, which solves the problem that the answering accuracy of the electric intelligent answering robot is not high

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  • A method to improve the answering accuracy of electric power intelligent answering robot
  • A method to improve the answering accuracy of electric power intelligent answering robot
  • A method to improve the answering accuracy of electric power intelligent answering robot

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Embodiment Construction

[0039] The present invention will be further described below in conjunction with the accompanying drawings. The following examples are only used to illustrate the technical solution of the present invention more clearly, but not to limit the protection scope of the present invention.

[0040] Such as figure 1 As shown, a method for improving the accuracy of an electric power intelligent answering robot includes the following steps:

[0041] 1. Customers ask questions in electronic channels, including web pages, WeChat, and APPs.

[0042] 2. After receiving customer questions, the electric power intelligent answering robot performs semantic understanding on customer questions, that is, performs word segmentation and screening on customer questions to obtain keywords. The specific process of semantic understanding is as follows:

[0043] (1) Use artificial intelligence semantic analysis technology to segment customer question texts according to natural language;

[0044](2) A...

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Abstract

The invention discloses a method for improving the answering accuracy of an electric power intelligent answering robot, comprising the following steps: a customer asks a question in an electronic channel; after receiving the customer's question, the electric power intelligent answering robot performs semantic understanding on the customer's question, that is, performs word segmentation on the customer's question and screening to obtain keywords; match the obtained keywords with the knowledge in the background knowledge base, and calculate the similarity between the questions entered by the customer and the knowledge in the knowledge base; sort the knowledge in descending order according to the calculated similarity, and select the text similarity Higher knowledge is fed back to the customer; after the knowledge is fed back to the customer, if the customer does not click within the specified time, please feedback the reason for not clicking. The invention fully combines the customer's feedback on the question result, improves the accuracy of the robot answering the question, and improves the customer service experience.

Description

technical field [0001] The invention relates to the technical field of electric power customer service, in particular to a method for improving the answering accuracy of an electric power intelligent answering robot. Background technique [0002] The popularity of the Internet has profoundly changed people's concepts and lifestyles, and the form of customer service has begun to change from appealing to interactive. In addition, in recent years, artificial intelligence technology has developed rapidly, and breakthroughs have been made in many fields such as Go games, automatic driving, image recognition, and speech recognition. [0003] In order to meet the personalized service needs of customers, State Grid Jiangsu Electric Power actively promoted multiple electronic channels such as WeChat public platform and mobile APP, and developed an intelligent answering robot to meet customers' 24-hour service needs. How to improve the power intelligent answering robot Answer accurac...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/332G06F16/33G06F16/36G06F40/289G06F40/30
CPCG06F16/3344G06F40/30G06F40/284
Inventor 朱君嵇友浪李悦李玮程雅梦程云陈欣张润袁婷婷任牧陆小蓓季梦黎
Owner STATE GRID JIANGSU ELECTRIC POWER CO ELECTRIC POWER RES INST
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