Customer service method for human-machine cooperation, electronic device and storage medium

Abstract

The invention discloses a customer service method for human-machine cooperation and belongs to the technical field of intelligent customer services. The method includes the following steps that 1, a standard knowledge base is built; 2, a synonym library is built; 3, a question of a customer is obtained and analyzed, and the customer's problem is divided into a standard word sequence only containing standard words; 4, word sequences in the standard word sequence and the standard knowledge base are matched, and a corresponding matching value is calculated according to each word sequence in the standard knowledge base; 5, an answer corresponding to the standard question associated with the word sequence highest in matching value is pushed and displayed in a dialog box of the manual customer service; 6, the manual customer service is used for judging the pushed content and pushing the correct answer to a customer. According the intelligent customer service, after the customer selects the manual customer service, the customer service interface does not directly exit, the intelligent customer service helps the manual customer service to obtain the matched answer, the answer is displayedin the dialog box of the manual customer service, and thus the time for the answer query and typing for the manual customer service is reduced.

Description

technical field [0001] The invention relates to the technical field of intelligent customer service, and relates to a customer service method of human-machine cooperation, an electronic device and a 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 and manual customer service. Compared with traditional customer service methods, intelligent customer service can realize round-the-clock service day and night and holidays, diverting the burden of manual customer service, thereby effectively reducing operating costs in the field of enterprise customer service. However, intelligent customer service cannot accurately understand customer questions and give flexible answers like h...

AI Technical Summary

Problems solved by technology

[0006] The technical problem to be solved by the present invention is to overcome the low efficiency of pure manual customer service in the prior art, and propose a human-machine collaborative customer service method, electronic device and storage medium. After switching to manual customer service, the intelligent customer service will not exit Service is just changing the service object from customers to customer service personnel, helping customer service personnel to provide possible answers

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