This invention relates to a
knowledge graph-based intelligent customer service question-and-answer precision recommendation and
processing method, belonging to the field of electronic
digital data technology. The method includes: constructing a conversation prediction
knowledge graph based on the historical conversation counts from multiple channels; predicting the future conversation counts from multiple channels based on the conversation prediction
knowledge graph and the current conversation counts from multiple channels; setting the number of
robot agents and human agents based on the future conversation counts from multiple channels; accessing conversations from multiple channels, using
robot agents to perform semantic understanding of user questions in the conversation, constructing a user
demand profile, and determining whether to assign a
human agent; if so, assigning the optimal
human agent based on the status data of the
human agent; if not, generating answers based on the user
demand profile, conducting a dialogue, and generating recommended questions based on a question association graph. The question association graph records the relationships between multiple questions, which has the
advantage of improving the quality and efficiency of customer service.