The application discloses a kind of multi-platform AI customer service conversation state continuous
management system and method, it is related to enterprise customer service communication,
artificial intelligence auxiliary operation and maintenance, remote access security and conversation audit field.
System includes platform
adaptation collection, communication state object
standardization, AI conversation semantic analysis, AI
handover integrity evaluation, AI risk prediction, AI strategy recommendation, controlled access gateway,
access token generation, strategy compilation, continuity calculation, risk calculation,
Hash chain audit, credential rotation,
backup recovery and state
machine execution etc.Module.
System obtains account, group chat, contact, file, equipment and login state by multiple
collection methods, and is standardized into account, conversation, file, equipment, semantic,
handover and audit event etc.State object;Through AI, conversation
record, file title, customer problem and
processing action are desensitized, segmented,
intent recognition, matter classification, to-be-done extraction and abstract generation, evaluate
handover integrity, predict conversation interruption and data leakage risk.The application forms
closed loop from collection, semantic understanding, risk prediction, permission control to audit disposal, improves the continuity of multi-platform customer service conversation, security, auditability and recoverability.