Intelligent questioning and answering system based on client feature library

Abstract

The invention discloses an intelligent questioning and answering system based on a client feature library. The system comprises a WEB page, an APP (application), a WeChat program, an online questioning and answering interface, an intelligent questioning and answering engine, a business knowledge base and the client feature library, wherein the WEB page, the APP and the WeChat program are connectedwith the online questioning and answering interface, the online questioning and answering interface is connected with the intelligent questioning and answering engine, and the intelligent questioningand answering engine is connected with the business knowledge base and the client feature library. The system is an effective means for deepening understanding of clients, increasing the client differentiated service level and improving user experience, the multi-level multi-view three-dimensional client feature library is constructed, and comprehensive depiction of client features is realized. Therefore, through the questioning and answering system, the fineness and differentiation degree of client services can be increased quickly based on basic information, personal preferences, sensitivecontent, real-time emotions and other fine features of the clients, and the pertinence and effectiveness of answer content are improved.

Description

technical field [0001] The invention relates to the technical field of intelligent question answering, in particular to an intelligent question answering system based on a customer feature database. Background technique [0002] With the rapid development of computer information and Internet technology, customer service is gradually developing in the direction of networking, intelligence and personalization. Enterprises need to provide a large number of customer service personnel to meet customers' personalized consulting needs. The response system built with artificial intelligence technology based on natural language understanding realizes intelligent human-computer interaction with customers through online channels such as web and app, greatly improving the work efficiency of customer service personnel and reducing duplication of customer service, effectively reducing manual customer service costs and improve service quality. [0003] In China, the development of enterpr...

AI Technical Summary

Problems solved by technology

However, most of the intelligent question answering systems currently on the market provide a unified question answering service, which cannot identify the characteristics of customers in real time, so that they cannot provide personalized services for them.

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