Customized knowledge intelligent system

Abstract

The invention provides a customized knowledge intelligent system. The system is characterized in high accuracy of natural language understanding, high system response speed, good fault tolerance, humanized design and the like, and comprises an NLP (Natural Language Processing) module, a consulting distribution module, a knowledge bank caching module and a telephone operator module, wherein the NLP module is used for identifying text of short message consultation of a customer to acquire consulting information, wherein the consulting information comprises service names, topics and abstracts of the customer consultation; the consulting distribution module is used for distributing consultation to each telephone operator; the knowledge bank caching module is used for storing content of the knowledge bank, wherein the content of the knowledge bank comprises the service names, topics and abstracts as well as answers corresponding to the service names, topics and abstracts; and the telephone operator module is used for receiving logon of the telephone operators, providing display interfaces and control interfaces for the telephone operators, and giving answers corresponding to the consulting information by calling the knowledge bank caching module for the telephone operators. By the customized knowledge intelligent system, the consulting service processing efficiency can be greatly increased, the consulting reply time is shortened, and the customer service resource waste is reduced.

Description

technical field [0001] The present invention relates to the technical field of natural language processing, the technical field of knowledge engineering, and the technical field of intelligent knowledge base natural language search engine. Intelligent knowledge system. Background technique [0002] The customized knowledge intelligent system is a system with intelligent automatic service functions, and its key technology is artificial intelligence technology such as natural language recognition. Its main function is to use customer service intelligence in customer service work, and realize partial intelligent response through natural language semantic analysis functions to obtain solutions to domain-specific problems in a natural process of interaction. [0003] The customer service process based on natural language processing can be realized by using the customized knowledge intelligent system. The customer service process mainly combines natural language processing, custo...

AI Technical Summary

Problems solved by technology

[0005] 1. When answering the consultation, the identity and similarity of the consultation cannot be effectively used, resulting in a lot of duplication of work and a great consumption of manpower and material resources

[0006] 2. There is no effective consultation distribution mechanism. The types of consultations taken by each operator are random, which leads to the inability to efficiently distribute consultations to the most suitable operators, resulting in waste of resources

[0007] 3. Lack of a feedback mechanism for consulting business processing results, and the accuracy and real-time performance of the knowledge base is poor

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