An intelligent customer service method, device, equipment and storage medium

Abstract

The invention discloses an intelligent customer service service method. The method recognizes and divides the semantic domain of the question consulted by the user, and further determines the user's intention in the belonging domain, so that the corresponding problem can be solved according to the corresponding intention in the corresponding semantic domain. The retrieval algorithm realizes the retrieval of user standard questions. By configuring the process according to different business requirements, it ensures that multiple services can be reliably responded in complex application scenarios, and then calls the pre-configured knowledge base to determine the answer corpus corresponding to the standard questions. The answer corpus is fed back to the user end, so as to meet the user's conversational needs and improve user experience. The invention also discloses an intelligent customer service device, equipment and a readable storage medium, which have corresponding technical effects.

Description

technical field [0001] The present invention relates to the field of electronic technology, in particular to an intelligent customer service method, device, equipment and readable storage medium. Background technique [0002] In order to facilitate quick response to users' consultations on taxation, business services and other fields at any time, and to meet users' daily consultation needs, there is currently a developer-oriented conversation system that supports the realization of natural language processing-based on different message terminals. Smart conversation. [0003] With the development of the business in the application field, the business scenarios of the intelligent conversation system are various and complex, the business scenarios in the vertical field are finely divided, and the coupling between the services is serious. For user consultation, most of the current intelligent conversation systems use end-to-end single Round-the-clock sessions respond to user re...

AI Technical Summary

Problems solved by technology

[0003] With the development of the business in the application field, the business scenarios of the intelligent conversation system are various and complex, the business scenarios in the vertical field are finely divided, and the coupling between the services is serious. For user consultation, most of the current intelligent conversation systems use end-to-end single Round-the-clock sessions respond to user requests. Due to the complexity of business scenarios, it cannot be solved in an end-to-end manner, and different business scenarios require a combination of one or several algorithms, and unified scheduling and management of the algorithms is required. The current conversational response mechanism is difficult to effectively solve customers' daily consultation problems, resulting in poor user experience

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