The invention relates to an on-line question and answer method based on an intelligent
robot, which is characterized by comprising the following steps: firstly, a dialogue window body is built between a user and the intelligent
robot, and automatic greeting words are sent to a customer service side from a
server side; afterwards, the user sends words to the
server side, the
server side identifies the
semantics of the words of the user, combines a matched answer in a question and answer
knowledge base, and sends an answer to the customer service side where the user is; after the question of the user is solved, the dialogue ends; finally, the user appraises the intelligent
robot and fills in an opinion, and all dialogues during interaction between the user and the
server side are recorded into logs. Therefore, the user can enjoy service in an all-weather and no-wait way within 24 hours, and questions encountered in the operation process can be solved by self-service question and answer. Meanwhile, the typewriting time of a customer service staff is saved, the dialogue efficiency is improved, the input of repetitive questions is avoided, the uniform management of common
questions and answers is realized, and the intelligent on-line business consultation, business guidance, product sales and other service can be realized.