Dialogue method of intelligent customer service robot and knowledge base management system of intelligent customer service robot

Abstract

The present invention discloses a dialogue method of an intelligent customer service robot and a knowledge base management system of the intelligent customer service robot. The method comprises: presetting one or more question and answer pairs in a knowledge base, and collecting statistics of association degrees among the question and answer pairs; searching for a corresponding question and answer pair in the knowledge base according to a question raised by a visitor; providing an answer in the question and answer pair for the visitor; and furthermore, by using the question and answer pair as a basic question and answer pair, providing an associated question in an associated question and answer pair corresponding to the basic question and answer pair for the visitor according to the statistical association degrees among the question and answer pairs. Therefore, communication efficiency is greatly improved, and big data of the knowledge base and algorithm management are used to assist the user to obtain a desired result more quickly, and user experience is better.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a dialogue method of an intelligent customer service robot and a knowledge base management system thereof. Background technique [0002] With the popularization and application of the Internet and e-commerce, there are more and more intelligent customer service. Intelligent customer service is an industry-oriented application developed on the basis of large-scale knowledge processing, involving large-scale knowledge processing technology, natural language understanding technology, knowledge management technology, automatic question answering system, reasoning technology, etc., and has industry versatility. It not only provides fine-grained knowledge management technology for enterprises, but also establishes a fast and effective technical means based on natural language for communication between enterprises and massive users; at the same time, it can also provide enterpris...

AI Technical Summary

Problems solved by technology

[0004] 1. The user experience effect is average, and the dialogue mode is fixed and relatively rigid;

[0005] 2. The efficiency is not high. The intelligent customer service requires the visitor to initiate a question dialogue every time before it is activated, and then searches the knowledge base for corresponding answers. When the visitor pauses to ask questions, the intelligent customer service is always in a waiting state;

[0006] 3. When visitors are not very clear about their own logic or intention, the entire consultation process will become very inefficient and take a long time

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