Method and system for mixed customer services of intelligent robots and human beings

An intelligent robot and human customer service technology, applied in the field of human-computer interaction, can solve problems such as low accuracy in automatically answering user questions, inability to use context information, poor customer service experience, etc. The effect of self-learning and knowledge

Active Publication Date: 2016-05-18
北京中科汇联科技股份有限公司
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Problems solved by technology

[0005] The technical problem to be solved by the present invention is how to overcome the defects in the prior art that intelligent robots cannot use contextual i

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  • Method and system for mixed customer services of intelligent robots and human beings
  • Method and system for mixed customer services of intelligent robots and human beings
  • Method and system for mixed customer services of intelligent robots and human beings

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Embodiment Construction

[0060] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0061] Such as figure 1 As shown, the present invention provides a kind of intelligent robot and people's mixed customer service method, comprises the following steps:

[0062] S1. Receive a user message sent by a user terminal;

[0063] S2. Trigger the intelligent robot to search the knowledge base according to the user information, and obtain the search results;

[0064] S3, using the answer candidate method to judge whether the retrieval result is correct,

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Abstract

The invention discloses a method for the mixed customer services of intelligent robots and human beings. The method comprises the steps of S1, receiving the user information sent by a user terminal; S2, searching a database through triggering an intelligent robot based on the user information to obtain a search result; S3, judging whether the search result is correct or not based on an answer candidate method; on the condition that the search result is correct, returning the search result to the user terminal and getting back to the step S1; on the condition that the search result is not correct, triggering the human being-based service; giving a reply to a question based on the user information by the human being-based service and marking the replay as an effective answer; S4, recording the user information and the effective answer corresponding to the user information into the database by the intelligent robot. According to the technical scheme of the invention, questions are answered by the intelligent robot as much as possible. Meanwhile, based on a confident threshold, whether a question is forwarded to the human being-based service or not is intelligently judged. After the question is answered by the human being-based service, the intelligent robot automatically records the question and the answer into the database. Therefore, the self-learning of the intelligent robot database and the knowledge timely update are realized.

Description

technical field [0001] The present invention relates to the technical field of human-computer interaction, and in particular to a method and system for mixed customer service of an intelligent robot and a human. Background technique [0002] With the continuous increase of the business needs of various enterprises, the complexity of the business is increasing, the user group is expanding, and the services of the majority of users to user consultation and other aspects are also increasing. Traditional manual customer service is not enough in the face of huge user groups. On the other hand, it is difficult to provide users with fast and correct answers through the static FAQ method. Interruption pauses follow, greatly reducing the user experience. Using robots to replace manual tasks such as customer service, CallCenter call center agents, consultation and response, chatting and communication will become a necessity for the development of the times. The robot intelligent serv...

Claims

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Application Information

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IPC IPC(8): H04L12/58H04M3/51G06N99/00G06N5/02
CPCG06N5/022G06N20/00H04L51/02H04M3/51
Inventor 游世学杜新凯
Owner 北京中科汇联科技股份有限公司
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