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Intelligent customer service system and intelligent customer service robot

A technology of intelligent customer service and robots, applied in the field of intelligent robots, can solve the problems of customer emotional processing lag, difficult to eliminate customer emotions, etc., to achieve the effect of improving service quality, reducing operation and maintenance costs, and improving service quality

Pending Publication Date: 2020-04-21
SHANGHAI XIAOI ROBOT TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, the optimization method of the knowledge content of the above-mentioned intelligent customer service system requires a large number of operation and maintenance personnel to maintain, and there is a serious lag in the processing of customer emotions, making it difficult to eliminate customer emotions.

Method used

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  • Intelligent customer service system and intelligent customer service robot
  • Intelligent customer service system and intelligent customer service robot
  • Intelligent customer service system and intelligent customer service robot

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Embodiment Construction

[0033] As mentioned above, the optimization method of the knowledge content of the current intelligent customer service system requires a large number of operation and maintenance personnel to maintain, and there is a serious lag in the processing of customer emotions, making it difficult to eliminate customer emotions.

[0034] For the customer's emotional problems in the interactive process of intelligent customer service, the embodiment of the present invention recognizes the customer's emotion in the conversation process in real time, and selects the corresponding extended answer according to the real-time emotional recognition result, and reflects it in the answer result, so that it can Instantly discover the customer's emotions during the conversation, and respond by extending the response in the subsequent response results, so the customer's emotions during the conversation can be dealt with in a timely and effective manner, improving the service quality of intelligent cu...

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Abstract

The invention discloses an intelligent customer service system and an intelligent customer service robot. The intelligent customer service system comprises an emotion recognition unit suitable for real-time emotion recognition of a customer dialogue in a conversation process, an extended response selection unit suitable for selecting a corresponding extended response according to a real-time emotion recognition result, and an interaction unit suitable for outputting a response result containing the extended response to a client. By adopting the method, the emotion of a customer can be processed in time, and the service quality of the intelligent customer service is improved.

Description

technical field [0001] The embodiments of the present invention relate to the technical field of intelligent robots, and in particular to an intelligent customer service system and an intelligent customer service robot. Background technique [0002] The intelligent customer service system is an industry-oriented application developed on the basis of large-scale knowledge processing. It is suitable for large-scale knowledge processing, natural language understanding, knowledge management, automatic question answering system, reasoning and other technical industries. Intelligent customer service is not only for enterprises It provides fine-grained knowledge management technology, and also establishes a fast and effective technical means based on natural language for communication between enterprises and mass users; at the same time, it can also provide enterprises with statistical analysis information required for refined management. [0003] At present, the emotion recognitio...

Claims

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Application Information

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IPC IPC(8): G10L15/22G10L15/26G10L25/63G06F16/332G06F40/30
CPCG10L15/22G10L25/63G06Q30/016G10L15/26
Inventor 曾永梅李波
Owner SHANGHAI XIAOI ROBOT TECH CO LTD
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