On-line question and answer method based on intelligent robot

Abstract

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.

Description

technical field [0001] The invention relates to an online question and answer method, in particular to an online question and answer method based on an intelligent robot. Background technique [0002] With the continuous increase of business needs of various enterprises, the continuous increase of business complexity, the continuous expansion of user groups, and the increasing number of users' services for user consultation and other aspects. The traditional manual customer service is insufficient in the face of huge user groups. On the other hand, the static FAQ method is also difficult to provide users with fast and correct solutions. At the same time, if the customer service is not online or on traditional holidays, the user's online service will also be affected. The interruption is then suspended, which greatly reduces the user experience. The robot intelligent service platform can help users quickly and easily solve the problems encountered in the use of products, mee...

AI Technical Summary

Problems solved by technology

[0003] The robot intelligent service platform in the prior art cannot utilize contextual information, the semantics are incoherent, the accuracy rate of automatically answering user questions is not high, and the customer service experience is not good. Customer service can only play a simple auxiliary role, so there are still many defects in the existing robot intelligent service platform, which needs to be improved

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