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Intelligent customer service automatic answering method and device, equipment, medium and product

An automatic answering and intelligent customer service technology, applied in the field of intelligent customer service, can solve problems such as unsatisfactory answers for different groups of customers, and achieve the effect of improving user experience and accuracy

Pending Publication Date: 2022-05-03
GUANGZHOU HUADUO NETWORK TECH
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0003] In reality, customers are divided into groups for business scenarios, but due to the randomness of the answers in the above method, the answers to customers in different groups are not ideal. Therefore, in order to improve the precise matching between answers and questions, the applicant tried explore new ideas

Method used

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  • Intelligent customer service automatic answering method and device, equipment, medium and product
  • Intelligent customer service automatic answering method and device, equipment, medium and product
  • Intelligent customer service automatic answering method and device, equipment, medium and product

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Embodiment Construction

[0049] Embodiments of the present application are described in detail below, examples of which are shown in the drawings, wherein the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary only for explaining the present application, and are not construed as limiting the present application.

[0050] Those skilled in the art will understand that unless otherwise stated, the singular forms "a", "an", "said" and "the" used herein may also include plural forms. It should be further understood that the word "comprising" used in the specification of the present application refers to the presence of the features, integers, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, Integers, steps, operations, elements, components, and / or groups thereof. It will be under...

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Abstract

The invention discloses an intelligent customer service automatic answering method and device, equipment, a medium and a product. The method comprises the following steps: acquiring a question text submitted by a chat interface of an e-commerce customer service system; obtaining a preset question with the most similar semantic composition with the question text from a knowledge base of an e-commerce customer service system as a target question, and determining an answer set mapped with a question set to which the target question belongs as a target answer set; standard questions in the question set and preset answers in the answer set are labeled with process labels in a label pool, and each process label in the label pool correspondingly represents each business link in the e-commerce order process; a classification model is adopted to determine a classification probability corresponding to mapping of the question text to each process label, and a preset answer with the classification probability of the process label being a relatively maximum value is determined from the target answer set to serve as a target answer; and pushing the target answer to the chat interface for display. According to the invention, the response accuracy of the e-commerce customer service system can be improved.

Description

technical field [0001] The present application relates to the technical field of intelligent customer service, and in particular to an automatic answering method for intelligent customer service and its corresponding device, computer equipment, computer-readable storage medium, and computer program product. Background technique [0002] At present, in the e-commerce scene, due to the many inquiries from customers, the general merchants will configure corresponding intelligent customer service robots to assist customer service in answering questions. Sections: Standard Questions, Similar Questions, Answers. The answer for specific scenarios is generally unique. Aiming at the singleness of the reply answer, the improvement method will generally configure multiple answers under the standard question. When the corresponding standard question is triggered, an answer will be randomly selected and returned to the customer, so that different customers can receive different answers,...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/33G06F16/338G06F16/35G06N5/02G06Q30/06
CPCG06F16/3329G06F16/3344G06F16/3346G06F16/338G06F16/353G06N5/022G06Q30/0613
Inventor 许强
Owner GUANGZHOU HUADUO NETWORK TECH
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