Manpower and AI combined intelligent customer service system

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...

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

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