Customer service question updating method and system, terminal equipment and computer storage medium

Abstract

The invention relates to the technical field of customer service robots, and discloses a customer service question updating method and system, terminal equipment and a computer storage medium. The customer service question updating method comprises the steps: constructing question pairs according to customer service questions in a preset customer service question set, wherein the question pairs are combined into training data; training a similarity model based on the training data, and calculating clustering parameters which do not respond to the customer service question by utilizing the trained convergent similarity model; performing clustering operation based on the clustering parameters to obtain a clustering result of the unresponded customer service question; and generating a new customer service question according to the clustering result so as to update the preset customer service question set. In addition, the invention also relates to a blockchain technology, and the similarity model of training convergence can be stored in the blockchain. According to the customer service question updating method and system, more valuable high-quality questions can be obtained during clustering to update the customer service question set, and the question answering efficiency of the intelligent customer service robot is improved.

Description

technical field [0001] The present invention relates to the technical field of customer service robots, in particular to a method, system, terminal equipment and computer storage medium for updating customer service issues. Background technique [0002] Intelligent customer service robots are usually composed of modules such as Automatic Speech Recognition (ASR), intent recognition, question and answer module, knowledge base management, knowledge graph, dialogue management, text generation, and text to speech synthesis (TTS). Among them, the knowledge base-based FAQ (Frequently Asked Questions, common question items and answers to corresponding questions) question-and-answer module provides users with satisfactory answers by querying standard questions that match user questions in the knowledge base. It is an intelligent customer service robot. The most important module in . The knowledge base is an important part of the FAQ module. It consists of frequently asked questions...

AI Technical Summary

Problems solved by technology

[0004] The main purpose of the present invention is to provide an update method, system, terminal equipment and computer storage medium for customer service questions, aiming at solving the problem that the existing method of clustering unresponsive questions based only on clustering algorithms cannot be clustered to obtain high Problems of quality Technical problems of updating the problem sets of intelligent customer service robots

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