Intelligent customer service method, electronic device and a computer readable storage medium

Abstract

The invention discloses an intelligent customer service method, and belongs to the field of semantic recognition. The intelligent customer service method comprises the following steps of: S1, constructing a standard knowledge base; S2, constructing a synonym library; S3, receiving a service session request of a customer and creating a customer service session with the customer; S4, analyzing content of the customer service session to obtain an analysis result of the customer service session; S5, searching a standard question matched with the analysis result from the standard knowledge base according to the analysis result; and S6, positioning a dimensionality where an answer associated with the standard question is located, and pushing the answer associated with the standard question on the dimensionality. Through adding dimensionalities in the knowledge base, one standard question can be associated with a plurality of different standard answers on different dimensionalities, and on such basis, answers according with own situations of customers can be given according to specific affiliating regions of customers or used equipment, so that the customer experience is improved and thepressure of artificial customer service is lightened.

Description

technical field [0001] The invention relates to the field of semantic recognition, and relates to an intelligent customer service method, an electronic device and a computer-readable storage medium. Background technique [0002] With the rapid development of the Internet and the improvement of people's service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] At present, common online customers are usually composed of intelligent customer service robots and human customer service. The intelligent customer service robot locates the customer's problems through semantic analysis, so that customers can talk to the robot as if they were talking to a natural person. form to obtain solutions to domain-specific problems. Compared with the traditional customer service method, intelligent customer service can realize round-the-clock service day and night and holidays, divert the burden of manua...

AI Technical Summary

Problems solved by technology

[0006] The technical problem to be solved by the present invention is to overcome the problem that the intelligent customer service robot in the prior art cannot give different answers in accordance with the location of the customer for the same question, and proposes an intelligent customer service method, electronic device and computer-readable storage medium , by adding dimensions to the knowledge base, the intelligent customer service robot can give different answers appropriately when facing the same questions from customers in different regions

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