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Intelligent customer service response method and system

An intelligent customer service and customer service technology, applied in the field of intelligent customer service, can solve problems such as poor user experience and low response efficiency, and achieve the effect of ensuring accuracy, improving user experience, and ensuring accuracy and real-time performance.

Active Publication Date: 2019-08-23
南京星云数字技术有限公司
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Problems solved by technology

[0003] The purpose of the present invention is to provide an intelligent customer service response method and system, which can solve the problems of low response efficiency and poor user experience in the prior art relying on manual customer service

Method used

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  • Intelligent customer service response method and system

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Embodiment 1

[0053] see figure 1 , the present embodiment provides an intelligent customer service answering method, including:

[0054] Step S1, preprocessing customer service historical chat sentences to export customer service corpus, obtaining a language recognition model through word segmentation training on customer service corpus, and building a business knowledge base by presetting business modules in multiple fields. The business module stores an elasticsearch database of knowledge data in this field, Knowledge data includes keyword answers, indexes and corresponding search fields; step S3, preset greeting keywords and corresponding answers to build a greeting scene knowledge base, when the corpus of user questions hits the greeting keywords after word segmentation by the language recognition model, then from the greeting scene Call the corresponding answer from the knowledge base to answer the user. When the corpus of the user’s question does not hit the greeting keyword after th...

Embodiment 2

[0071] see figure 1 and figure 2 , the present embodiment provides an intelligent customer service response system, including:

[0072] Model training unit 1 is used to preprocess customer service historical chat sentences to export customer service corpus, obtain a language recognition model through word segmentation training on customer service corpus, and preset business modules in multiple fields to build a business knowledge base. The business modules store knowledge data in this field The elasticsearch database, knowledge data includes keyword answers, indexes and corresponding search fields;

[0073] Greeting scene unit 3, which is used to preset greeting keywords and corresponding answers to build a greeting scene knowledge base. When the corpus asked by the user hits the greeting keyword after word segmentation by the language recognition model, the corresponding answer is called from the greeting scene knowledge base to answer the user , when the corpus asked by t...

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Abstract

The invention discloses an intelligent customer service response method and system, relates to the technical field of intelligent customer service, and can solve the problems of low response efficiency and poor user experience caused by relying on manual customer service in the prior art. The method comprises the steps of preprocessing the customer service historical chat statements to export customer service corpora, and conducting the word segmentation training on the customer service corpora to obtain a language recognition model; carrying out intention identification on corpora asked by auser to match a corresponding service module, carrying out retrieval analysis in an elasticsearch database corresponding to the service module by utilizing an intention identification result, and summarizing output associated keyword answers to form a pre-selected data set; taking a text formed after word segmentation of the question corpus of the user as an input, and carrying out Elasticsearch retrieval in a pre-selected data set to output candidate keyword answers; converting the segmented keywords and the candidate keyword answers into word vectors respectively, calculating the similaritybetween the segmented keywords and the candidate keyword answers in pairs by using a WMD algorithm, and selecting the keyword answers based on the similarity values to respond to the user.

Description

technical field [0001] The present invention relates to the technical field of intelligent customer service, in particular to an intelligent customer service answering method and system. Background technique [0002] With the rapid development of e-commerce business, the rapid increase in the number of customer service inquiries has brought a lot of pressure on the customer service work of the platform, especially during the "Double Eleven" and other major shopping festivals, the manual customer service system alone can no longer meet the needs. Business needs, and at the same time, it is impossible to provide 7*24 hours of uninterrupted consulting services. For customers, if they cannot get timely and accurate responses, it will lead to poor user experience. Contents of the invention [0003] The purpose of the present invention is to provide an intelligent customer service response method and system, which can solve the problems of low response efficiency and poor user e...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/33G06F17/27
CPCG06F16/3329G06F16/3344G06F40/242G06F40/289G06F40/30
Inventor 龚雪飞周彬汤毅平杜柏圣
Owner 南京星云数字技术有限公司
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