Intelligent customer service method and device, equipment and readable storage medium

A technology of intelligent customer service and customer service, applied in the field of financial technology, which can solve the problems of difficult users' professional knowledge acquisition needs and other problems

Pending Publication Date: 2019-10-22
WEBANK (CHINA)
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  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0003] The main purpose of the present invention is to provide an intelligent customer service method, device, equipment and readable storage medium, aiming to solve the technical problem that the existing technology is difficult to meet the user's professional knowledge acquisition needs in the way the user needs

Method used

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  • Intelligent customer service method and device, equipment and readable storage medium
  • Intelligent customer service method and device, equipment and readable storage medium
  • Intelligent customer service method and device, equipment and readable storage medium

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Embodiment Construction

[0056] It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0057] The present invention provides a method for intelligent customer service. In an embodiment of the method for intelligent customer service, refer to figure 1 , the intelligent customer service method includes:

[0058] Step S10, when receiving a customer service request, acquiring input information based on the customer service request;

[0059] Step S20, according to the input information, determine the domain and type of conversation to be held;

[0060] Step S30, selecting a target knowledge base from preset knowledge bases according to the domain to be spoken to obtain the target data corresponding to the input information, and selecting a robot to be spoken to according to the type of conversation to be held;

[0061] Step S40, returning the target data to the user with the preset conversation style of th...

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Abstract

The invention discloses an intelligent customer service method and device, equipment and a readable storage medium, and relates to the technical field of financial science and technology clouds. The method comprises: when a customer service request is received, acquiring input information input based on the customer service request; determining a to-be-conversed field and a to-be-conversed type according to the input information; selecting a target knowledge base from preset knowledge bases according to the to-be-conversed field to obtain target data corresponding to the input information, andselecting a to-be-conversed robot according to the to-be-conversed type; and returning the target data to the user according to a preset session style of the to-be-sessed robot. According to the invention, the intelligence in the intelligent customer service process is improved, and the technical problem in the prior art that professional knowledge acquisition requirements of users are difficultto meet in a mode required by the users is solved.

Description

technical field [0001] The present invention relates to the technical field of financial technology (Fintech), in particular to an intelligent customer service method, device, equipment and readable storage medium. Background technique [0002] With the continuous development of financial technology (Fintech), especially Internet technology finance, more and more technologies are applied in the financial field. Among them, intelligent customer service in the financial field involves many technical applications. However, in the process of serving users with existing intelligent customer service, there is usually a phenomenon that it cannot meet the user's professional knowledge acquisition needs in the way users need. Contents of the invention [0003] The main purpose of the present invention is to provide an intelligent customer service method, device, equipment and readable storage medium, aiming to solve the technical problem that the existing technology is difficult to...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/35G06F16/33G06F17/27G06F17/24G06Q30/00G06N3/04
CPCG06F16/3329G06F16/355G06F16/3344G06Q30/01G06F40/169G06F40/30G06N3/045
Inventor 陈文龙卢道和周杰方镇举黄涛翁玉萍袁文静胡思文
Owner WEBANK (CHINA)
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