The invention relates to a
robot customer service, and a customer service method and an intelligent customer
service system thereof. The method comprises the following steps: identifying the content of a session message while receiving the session message from a customer
client side; determining whether the session message can be autonomously processed or not according to the content of the session message; in the event of determining that the session message can be autonomously processed, extracting a response message matched with the content of the session message from a stored
service resource, and sending the response message to the customer
client side; in the event of determining that the session message cannot be autonomously processed or cannot be identified, setting the state itself in a subsequent session service of the customer
client side to a session suspension state; and extracting a soothing response message matched with the content of the session message, sending the soothing response message to the customer
client side, and sending the session message, which cannot be autonomously processed or cannot be identified, to the customer
client side. By adopting the
robot customer service method, the customer service effectiveness can be improved; and the user experience is improved.