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Automatic session switching method for robot customer service under mixed-type session

A conversation switching and mixed-type technology, applied in the field of computer applications, can solve problems such as fixed dialogue mode, low switching efficiency between human customer service and robot customer service, and inability to resolve synonyms or similar semantics, so as to improve accuracy and satisfaction , The effect of improving the switching efficiency

Inactive Publication Date: 2017-12-22
HARBIN INST OF TECH SHENZHEN GRADUATE SCHOOL +1
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  • Application Information

AI Technical Summary

Problems solved by technology

[0004] 1) The dialogue mode is fixed, and the user experience is not ideal;
[0005] 2) The switching efficiency between human customer service and robot customer service is low;
This method makes the question-answer pairs provided by the system have certain limitations, and cannot resolve synonyms or questions with similar semantics

Method used

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  • Automatic session switching method for robot customer service under mixed-type session
  • Automatic session switching method for robot customer service under mixed-type session
  • Automatic session switching method for robot customer service under mixed-type session

Examples

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Embodiment Construction

[0044] The present invention will be described in further detail below in conjunction with the accompanying drawings and embodiments.

[0045] Such as figure 1 and figure 2 As shown, the automatic session switching method of the present invention comprises the following steps:

[0046] Step S1: Receive a user session request and create a session.

[0047] After the session is created, wait for the user to ask questions, then detect the heartbeat for 30 seconds, and the system starts a countdown. If the time is up, it will determine whether the user has left. If so, end the conversation and save the chat history. If not, determine whether the user asks a question, if yes, receive the user's question, if not, continue to wait for the user to ask.

[0048] Step S2: Analyze the message type, preprocess the message, and obtain the information required for querying the message type from the knowledge base.

[0049] The message types in this example include: general question and...

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Abstract

The invention provides an automatic session switching method for robot customer service under mixed-type session and belongs to the technical field of computer applications. The method comprises following steps: receiving a user session request and creating a session; analyzing the type of a message and pretreating the message and obtaining information required for querying the message type from a knowledge base; determining whether a robot customer service can answer or not, if the robot customer service can answer, then replying the customer; otherwise actively triggering or passively triggering a session request for staff service; determining whether the staff service accepts the request or not; if the staff service accepts, session is carried out between the staff service and the customer; otherwise, the robot customer service continues session with the customer until the session is finished. The beneficial effects of the invention are as follows: to improve the accuracy of problem resolution by classifying message types, constructing various knowledge bases and retrieving corresponding knowledge bases based on message types; the efficiency of staff service and robot customer service switching is increased and the user experience satisfaction is greatly improved.

Description

technical field [0001] The invention relates to the technical field of computer applications, in particular to an automatic session switching method for robot customer service under mixed-type sessions. Background technique [0002] In recent years, with the development of Internet technology and the popularization of e-commerce, as well as the increase in business volume and business complexity of enterprises themselves, users' demand for website customer service services has gradually increased, and customer service systems such as intelligent customer service and robot customer service have developed rapidly and gradually popularized. The robot customer service system is based on natural language processing technology, knowledge base technology, etc., and is oriented to industry and field applications. At present, the customer service robot system has become an increasingly important technical means for communication and communication between enterprises and users. At th...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06Q30/00
CPCG06F16/3329G06Q30/01
Inventor 黄冬王晓龙张长
Owner HARBIN INST OF TECH SHENZHEN GRADUATE SCHOOL
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