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Machine customer service method and device and computer storage medium

A service method and customer service technology, applied in the field of Internet communication, which can solve the problems of lagging service content and low service efficiency.

Inactive Publication Date: 2018-06-05
WELLONG ETOWN INT LOGISTICS
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] The invention proposes a machine customer service method, equipment and computer storage medium, which can solve the problems of relatively lagging service content and low service efficiency in the prior art

Method used

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  • Machine customer service method and device and computer storage medium
  • Machine customer service method and device and computer storage medium
  • Machine customer service method and device and computer storage medium

Examples

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Embodiment Construction

[0015] The principle and spirit of the present invention will be described below with reference to several exemplary embodiments. It should be understood that these embodiments are given only to enable those skilled in the art to better understand and implement the present invention, rather than to limit the scope of the present invention in any way. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.

[0016] Those skilled in the art know that the embodiments of the present invention can be implemented as a system, device, device, method or computer program product. Therefore, the present disclosure may be embodied in the form of complete hardware, complete software (including firmware, resident software, microcode, etc.), or a combination of hardware and software.

[0017] According to the embodiments of the present invention, a machine customer service m...

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Abstract

The embodiment of the invention provides a machine customer service method and device and a computer storage medium. The method comprises the steps of obtaining keywords in received text session information sent by a customer and behavior data of the customer; determining the cosine similarity of the keywords; obtaining text information corresponding to the cosine similarity from a customer service knowledge base; according to the text information and the behavior data of the customer, determining and sending a response message corresponding to the text session information. The machine customer service method aims at solving the problems that in the prior art, responses of machine customer services to questions are simple, manual setting is needed, and the limitation degree is high.

Description

technical field [0001] The present invention relates to the technical field of Internet communication, and more specifically, the present invention relates to a machine customer service method, equipment and computer storage medium. Background technique [0002] This section is intended to provide a background or context for implementations of the invention that are recited in the claims. The descriptions herein are not admitted to be prior art by inclusion in this section. [0003] With the continuous development of Internet technology, e-commerce platforms continue to rise. At present, more and more e-commerce platforms provide users with different kinds of commodities, and users can buy or sell commodities on the e-commerce platforms without leaving home. [0004] In the e-commerce platform, the current customer service system generally includes two forms of robot customer service and manual customer service. Robot customer service is generally a web-based instant messa...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06F17/27G06Q30/06
CPCG06Q30/0601G06F16/3329G06F40/205
Inventor 施文进施俊
Owner WELLONG ETOWN INT LOGISTICS
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