Customer service method and apparatus
A customer service and artificial customer service technology, applied in the computer field, can solve problems such as inaccurate user answers and poor user experience, and achieve the effect of improving user experience, improving user experience, and improving accuracy
Active Publication Date: 2016-10-12
BEIJING BENYING NETWORK TECH CO LTD
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- Abstract
- Description
- Claims
- Application Information
AI Technical Summary
Problems solved by technology
However, due to the imperfection of the data model, errors may occur in the above three stages, which may lead to inaccurate answers for users and poor user experience
Method used
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[0025] Embodiments of the present invention are described in detail below, examples of which are shown in the drawings, wherein the same or similar reference numerals designate the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary and are intended to explain the present invention and should not be construed as limiting the present invention.
[0026] The following describes the customer service method and device of the embodiments of the present invention with reference to the accompanying drawings.
[0027] figure 1 It is a flowchart of a customer service method in an embodiment of the present invention.
[0028] Such as figure 1 As shown, the customer service method may include the following steps:
[0029] S101. Receive information input by a user.
[0030] Wherein, the information may be text information, voice information, and the like. If the user inputs voi...
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The invention discloses a customer service method and apparatus. The method comprises the steps of receiving information input by a user; analyzing the information by a customer service robot to obtain a user intention corresponding to the information; judging whether the user intention is right or not by customer service personnel; if the customer service personnel determine that the user intention is wrong, performing error correction on the user intention by the customer service personnel; performing semantic analysis on the information by the customer service robot according to the user intention subjected to the error correction, and generating a first semantic analysis result; judging whether the first semantic analysis result is right or not by the customer service personnel; if the customer service personnel determine that the first semantic analysis result is wrong, performing error correction on the first semantic analysis result by the customer service personnel; generating a corresponding first candidate reply and a confidence degree corresponding to the first candidate reply by the customer service robot according to the first semantic analysis result subjected to the error correction; and returning first reply information to the user by the customer service robot according to the confidence degree corresponding to the first candidate reply.
Description
technical field [0001] The present invention relates to the field of computer technology, in particular to a customer service method and device. Background technique [0002] With the rapid development of science and technology, the application fields of intelligent customer service are becoming more and more extensive. At present, users can ask questions to the intelligent customer service, and the intelligent customer service analyzes the question, understands the user's intention, and then performs semantic analysis on the question, then obtains the corresponding candidate answers, sorts the candidate answers, and finally returns the optimal answer to the user. It can be seen that when intelligent customer service answers questions, it is mainly divided into three stages: understanding user intentions, semantic analysis, and generating candidate answers. However, due to the incomplete data model, errors may occur in the above three stages, which may lead to inaccurate a...
Claims
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Login to View More IPC IPC(8): G06F17/30G06F17/27
CPCG06F16/3329G06F40/30
Inventor 胡一川张海雷汪冠春
Owner BEIJING BENYING NETWORK TECH CO LTD