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Intelligent customer service operation method, device and system

A technology of intelligent customer service and operating methods, applied in natural language data processing, special data processing applications, instruments, etc., can solve problems such as unproposed solutions, problems that cannot be directly searched for answers, etc.

Pending Publication Date: 2021-01-05
BEIJING PERFECT WORLD SOFTWARE TECH DEV CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] At present, customer service robots are mainly implemented through document knowledge base plus search, and give users answers by searching keywords in the question-and-answer knowledge base. However, different users ask different questions for the same question, resulting in Most of the questions cannot be directly answered by searching
[0004] For the above problems, no effective solution has been proposed

Method used

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  • Intelligent customer service operation method, device and system
  • Intelligent customer service operation method, device and system
  • Intelligent customer service operation method, device and system

Examples

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Embodiment Construction

[0049]In order to enable those skilled in the art to better understand the solutions of the application, the technical solutions in the embodiments of the application will be clearly and completely described below in conjunction with the drawings in the embodiments of the application. Obviously, the described embodiments are only It is a part of the embodiments of this application, not all the embodiments. Based on the embodiments in this application, all other embodiments obtained by those of ordinary skill in the art without creative work should fall within the protection scope of this application.

[0050]It should be noted that the terms "first" and "second" in the description and claims of the application and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific sequence or sequence. It should be understood that the data used in this way can be interchanged under appropriate circumstances so that the embodiments o...

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PUM

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Abstract

The invention discloses an intelligent customer service operation method, device and system. The method comprises the following steps: receiving first questioning content sent by an intelligent terminal; identifying an intention identification result matched with the first questioning content through an intention identification model, wherein the intention identification model is obtained by training a plurality of groups of questioning contents, and each questioning content in the same group of questioning contents is marked to be matched with the same reply content; and returning a first reply content determined according to the intention identification result to the intelligent terminal. According to the invention, the technical problem that the effective answer rate of the intelligentcustomer service is low in the prior art is solved.

Description

Technical field[0001]This application relates to the field of artificial intelligence, and in particular to an operating method, device and system for intelligent customer service.Background technique[0002]In the Internet age, manual customer service is a common job in our daily life. It is a bridge between various companies and users. Product consultation, event issues, after-sales maintenance, complaints and suggestions, etc. are inseparable from customer service, but in customer service There are a lot of repetitive or patterned problems in the work, these problems occupy a lot of time of customer service staff, affecting efficiency. Therefore, customer service robots have slowly entered the customer service positions to help companies reduce labor costs and improve work efficiency.[0003]At present, customer service robots are mainly realized by adding search to the document knowledge base, and provide user answers by searching for keywords asked by the user in the Q&A knowledge ...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/36G06F40/35
CPCG06F16/3329G06F16/36G06F40/35
Inventor 刘炎覃建策田本真陈邦忠
Owner BEIJING PERFECT WORLD SOFTWARE TECH DEV CO LTD
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