Information question answering interaction method and system, storage medium, terminal, intelligent knowledge base

Abstract

The invention provides an information question and answer interaction method and system, a storage medium, a terminal, and an intelligent knowledge base. The method comprises the steps of pre-creatingmultiple information processing processes; performing first-time interaction with a user: obtaining first request information of the user; according to the first request information, performing first-time matching processing on the information processing processes, and taking the matched information processing process as a target information processing process; and according to the target information processing process, providing first reply information for the user; and performing second-time interaction with the user: obtaining second request information of the user; when the second requestinformation is matched with the target information processing process, providing second reply information for the user according to the target information processing process; and when the second request information is not matched with the target information processing process but is matched with associated information in the corresponding step, providing the second reply information for the useraccording to the associated information. Therefore, the processing time is shortened and the accuracy is higher.

Description

technical field [0001] The present invention relates to the technical field of information processing, in particular to an information question and answer interaction method, an information question and answer interaction system, a storage medium, a terminal and an intelligent knowledge base. Background technique [0002] With the development of information technology, in the customer service system, the knowledge base system for solving customer visit problems has gradually shifted from passive business content retrieval to an automated and collaborative business support system that is more active and more in line with the business service process. According to the degree of human participation in interactive Q&A, information Q&A interaction technology can be divided into two types: manual customer service Q&A interaction and automatic Q&A interaction. [0003] The current service support for manual customer service Q&A interaction (such as agent customer service, online cu...

AI Technical Summary

Problems solved by technology

This technology can solve most of the same and standardized customer problems, but the user problems of common problems are more of different problem scenarios and backgrounds, and customer service personnel still need to "self-play" for specific service scenarios to serve, service efficiency and Service quality is difficult to manage and control

[0012] Second, fixed content cannot be supported by flexible and intelligent services

A single service problem point cannot effectively support customer problems in deep and complex scenarios

At the same time, it is very difficult for such questions to be handled by robots in the form of question and answer, and it is still necessary to rely on customer service personnel to understand their own business to answer them.

[0013] Third, selecting the correct business flowchart from massive business flowcharts needs to be based on the experience of customer service personnel, that is, it takes less time for customer service personnel with more experience to find the correct business flowchart, while it takes less time for customer service personnel with little experience to find the correct business flowchart. It takes a long time and it is even impossible to find the correct business flow chart, which leads to a large difference in the effect of different user experiences, and leads to a long average response time and low response accuracy

[0014] Fourth, the user's business data requires customer service personnel to log in to the business data platform for query in real time, thus prolonging the response time

[0015] Fifth, when dealing with user needs, there is no recommendation or association, requiring customer service personnel to manually select and switch between different business flow charts, which further prolongs the response time and reduces the accuracy of the response

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