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Intelligent customer service matching method and device, terminal equipment and storage medium

A technology of intelligent customer service and identity feature information, which is applied in the direction of instruments, electronic digital data processing, buying and selling/lease transactions, etc., can solve problems such as single, fixed interaction mode, and difficulty in meeting user interaction needs

Inactive Publication Date: 2019-11-08
SHENZHEN ZHUIYI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, at present, customer service robots generally only interact based on the text content entered by customers, and give feedback based on the provided content. The interaction method is relatively fixed and single, and it is difficult to meet the growing user interaction needs.

Method used

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  • Intelligent customer service matching method and device, terminal equipment and storage medium
  • Intelligent customer service matching method and device, terminal equipment and storage medium
  • Intelligent customer service matching method and device, terminal equipment and storage medium

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Embodiment Construction

[0036] The following will clearly and completely describe the technical solutions in the embodiments of the application with reference to the drawings in the embodiments of the application. Apparently, the described embodiments are only some of the embodiments of the application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of this application.

[0037] In recent years, with the accelerated breakthrough and wide application of mobile Internet, big data, cloud computing, sensors and other technologies, the development of artificial intelligence has also entered a new stage. As a key link in the artificial intelligence industry chain, intelligent voice technology is one of the most mature technologies for AI (Artificial Intelligence, artificial intelligence), and it is developing rapidly in marketing customer service, smart home, smart...

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Abstract

The embodiment of the invention provides an intelligent customer service matching method and a device, terminal equipment and a storage medium. The method comprises the steps of obtaining voice information of a user in an interaction process; and inputting the voice information into a first neural network model obtained by pre-training, identifying personal identity feature information of a corresponding user, matching a corresponding virtual intelligent customer service according to the personal identity feature information to respond to the voice information, and displaying the virtual intelligent customer service. Through adoption of the method, the voice information of the user is acquired; the personal identity characteristic information of the user is identified according to the voice information; therefore, the corresponding virtual intelligent customer service can be matched according to the personal identity feature information to be displayed so as to respond to the voice information of the user, the interaction mode of the user and the robot is more vivid, the vitality and interestingness of human-computer interaction are improved, and the user experience is enhanced.

Description

technical field [0001] The present application relates to the technical field of human-computer interaction, and more specifically, to a method, device, terminal equipment and storage medium for intelligent customer service matching. Background technique [0002] Customer service is an important way for enterprises to obtain user feedback and solve user product questions. The traditional customer service business is mainly handled by human customer service personnel, so that the enterprise's investment in customer service will increase linearly at a high speed with the increase in customer service business volume, and become an expenditure that cannot be ignored. To solve this problem, the current more advanced solution is to introduce a customer service robot. The method is to first sort out the questions that users may ask into the customer service question and answer database, and then match the corresponding answers from the customer service question and answer database ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06Q30/00G06Q30/06
CPCG06Q30/016G06Q30/0601G06F16/3329
Inventor 金益欣
Owner SHENZHEN ZHUIYI TECH CO LTD
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