Intelligent customer service multi-round question and answer method and device, storage medium and device

Abstract

The invention discloses an intelligent customer service multi-round question answering method and device, a storage medium and a device. The method comprises the steps of obtaining a target question of a current round of a user; Searching a knowledge base for a standard intention matched with the target question, and obtaining the matching degree between the standard intention and the target question; Judging whether the matching degree between the standard intention and the target problem exceeds a preset matching threshold or not; If not, performing named entity recognition on the target problem, and obtaining a recognition result; Detecting whether a signal inherited in at least one round of user problem before the current round exists or not to obtain a detection result; And determining a target response according to the identification result, the detection result, the target question and the standard intention. According to the method, the named entity identification is performedon the target question, and the signal inherited from previous user questions is detected, so that the substantive content of the target question is determined, the corresponding response is performed, the intelligent question and answer with the user can be performed, and the user experience is improved.

Description

technical field [0001] The present invention relates to the technical field of intelligent customer service, in particular to a multi-round question-and-answer method, equipment, storage medium and device for intelligent customer service. Background technique [0002] With the development of technology, more and more attention has been paid to the intelligent customer service system. When there are multiple rounds of questions and answers between the user and the intelligent customer service, the next few questions may omit named entities or signals. Inherited user intentions lead to ambiguous questions due to lack of named entities or signals, and the intelligent customer service system tends to be unable to judge the essence of the question and respond accordingly when conducting multiple rounds of questions and answers with the user , leading to poor user experience. Therefore, how to identify the substantive content of user questions in multiple rounds of question answe...

AI Technical Summary

Problems solved by technology

[0004] The main purpose of the present invention is to provide a multi-round question answering method, equipment, storage medium and device for intelligent customer service, aiming to solve the technical problem of low accuracy of replies in multi-round question answering in the prior art

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