Manpower and AI combined intelligent customer service system

An intelligent customer service, artificial technology, applied in the field of intelligent customer service system, can solve problems such as low efficiency of manual customer service, achieve the effect of reducing pressure, quickly solving problems, and reducing waiting events

Inactive Publication Date: 2018-06-15
SHENZHEN FUTU NETWORK TECH CO LTD
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AI Technical Summary

Problems solved by technology

[0003] In order to solve the problem of low efficiency of the existing artificial customer service, the purpose of the present invention is to provide an intelligent customer service system combining artificial intelligence and AI. The customer service system uses big data combined with AI and additional natural language technology to accurately analyze and predict the user's intention , automatically communicate with users, assist customer service staff to solve user problems, and solve the problems raised in the above-mentioned background technology

Method used

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  • Manpower and AI combined intelligent customer service system

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Embodiment Construction

[0017] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0018] see figure 1 , an intelligent customer service system combining artificial intelligence and AI, including the following steps:

[0019] Step 1: User consultation. Before user consultation, classify and enter question and answer templates to form a question and answer knowledge base and perform index processing on the question and answer knowledge base. Users start consulting by entering actual questions, and index similar consultation questions from lar...

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Abstract

The invention discloses a manpower and AI combined intelligent customer service system. The system is realized through the following steps of: carrying out user consultation; carrying out semantic analysis by utilizing big data and artificial intelligence and combining a natural language technology; searching a question-answer knowledge base and returning an approximate answer list for customer selection; after the user selects a specific answer, returning detailed description of the answer by the intelligent customer service system; and marking, by the user, that the answer is useless, and turning to manpower to carry out processing by customer service personnel. According to the manpower and AI combined intelligent customer service system, certain common consultation problems of users can be rapidly solved, certain non-common problems can be processed through a manpower manner, semantic analysis can be provided, the answer rates and satisfaction rates of the intelligent can be tracked, the working pressure of customer service personnel can be lightened, and the reply correctness can rise continuously.

Description

technical field [0001] The invention relates to the field of online manual service and system customer service, in particular to an intelligent customer service system combining manual and AI. Background technique [0002] Natural language processing is an important direction in the field of computer science and artificial intelligence. It studies various theories and methods that can realize effective communication between humans and computers using natural language. Natural language processing is a science that combines linguistics, computer science, and mathematics. Therefore, research in this field will involve natural language, that is, the language that people use every day, so it is closely related to the study of linguistics, but there is an important difference. In the traditional purely artificial way, all user consultation The processing depends on the manual processing of the customer service staff, which will bring great pressure to the customer service work i...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30
CPCG06F16/3329G06F16/3344
Inventor 袁梓译张逢春张振兴王奥黎
Owner SHENZHEN FUTU NETWORK TECH CO LTD
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