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Intelligent customer service system and method based on an insurance professional scene

An intelligent customer service and scenario technology, applied in the field of intelligent customer service system based on insurance professional scenarios, can solve the problems of uneven service quality and high cost, and achieve the effect of quick answer, high accuracy, and elimination of subjective and moral risks.

Pending Publication Date: 2019-04-19
前海企保科技(深圳)有限公司
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AI Technical Summary

Problems solved by technology

Although Internet-based customer service has become popular, natural persons still provide question-and-answer services, so the problems of high cost and uneven service quality have not been fundamentally resolved

Method used

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  • Intelligent customer service system and method based on an insurance professional scene
  • Intelligent customer service system and method based on an insurance professional scene

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Embodiment Construction

[0054] The present invention will be further described below in conjunction with the accompanying drawings and specific embodiments.

[0055] refer to figure 1 and figure 2 As shown, the present invention provides an intelligent customer service system based on an insurance professional scene, including: a speech recognition unit, a Chinese word segmentation unit, and an insurance scene intelligent question and answer unit, an answer optimization unit, and a speech synthesis unit;

[0056] The voice recognition unit converts the customer's voice information into text information;

[0057] The Chinese word segmentation unit performs word segmentation on the Chinese text information to obtain word and part-of-speech information;

[0058] The insurance scene intelligent question answering unit inputs the text information after the word segmentation, and obtains the insurance professional answer in the knowledge map and corpus through the analysis and understanding of the seman...

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Abstract

The invention discloses an intelligent customer service system and method based on an insurance professional scene. The intelligent customer service system comprises a voice recognition unit, a Chinese word segmentation unit, an insurance scene intelligent question and answer unit, an answer optimization unit and a voice synthesis unit. According to the method, through knowledge graph guidance andcorpus data learning, quick answering and high accuracy can be realized; Related subjective and morality risks are completely eradicated, and a qualitative leap is provided for feedback efficiency and client experience. Compared with human customer service personnel, the intelligent customer service system can work for 24 hours, does not need to have a rest and can serve at any time; Meanwhile, subjectivity of insurance salesmen is served, and blowing is not black or neglected.

Description

technical field [0001] The invention relates to the field of insurance customer service, in particular to an intelligent customer service system and method based on insurance professional scenarios. Background technique [0002] Insurance customer service is one of the services closest to customers in the insurance industry. It is not only related to the promotion of insurance knowledge, expansion of insurance business, pre-sales and after-sales consultation, but also directly affects the business volume and performance of insurance companies. Therefore, excellent customer service will continue to attract more customers and improve customers' insurance service experience. However, the insurance customer service of natural persons has reached a bottleneck stage. Not only are the labor costs getting higher and higher, the professionalism of insurance customer service is uneven, and the quality of insurance services is not objective enough, etc., but they also cannot keep up w...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q40/08G06Q30/00G06F16/332G06F16/35G06F16/36G06F17/27G06N3/04G06N3/08
CPCG06Q30/01G06Q40/08G06N3/08G06F40/289G06F40/30G06N3/044G06N3/045
Inventor 庞文君杨猛
Owner 前海企保科技(深圳)有限公司
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