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Method, equipment and device for improving intelligent customer service response rate, and storage medium

A technology of intelligent customer service and response rate, applied in the field of intelligent customer service, can solve the problem of low response rate of intelligent customer service, and achieve the effect of improving user experience and increasing the response rate.

Pending Publication Date: 2018-11-13
PING AN TECH (SHENZHEN) CO LTD
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  • Abstract
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AI Technical Summary

Problems solved by technology

[0004] The main purpose of the present invention is to provide a method, equipment, storage medium and device for improving the response rate of intelligent customer service, aiming to solve the technical problem of low response rate of intelligent customer service in the prior art

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  • Method, equipment and device for improving intelligent customer service response rate, and storage medium
  • Method, equipment and device for improving intelligent customer service response rate, and storage medium
  • Method, equipment and device for improving intelligent customer service response rate, and storage medium

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Embodiment Construction

[0049] It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0050] refer to figure 1 , figure 1 It is a schematic diagram of the device structure for improving the response rate of intelligent customer service in the hardware operating environment involved in the solution of the embodiment of the present invention.

[0051] Such as figure 1 As shown, the device for improving the response rate of intelligent customer service may include: a processor 1001, such as a central processing unit (Central Processing Unit, CPU), a communication bus 1002, a user interface 1003, a network interface 1004, and a memory 1005. Wherein, the communication bus 1002 is used to realize connection and communication between these components. The user interface 1003 may include a display screen (Display). The optional user interface 1003 may also include a standard wired interface and a wireless i...

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Abstract

The invention discloses a method, equipment and a device for improving an intelligent customer service response rate, and a storage medium. The method comprises the following steps that: obtaining thenon-response questions of intelligent customer service, and classifying the non-response questions to obtain knowledge type questions; calculating a first similarity among knowledge type questions; according to the first similarity, through an affinity propagation clustering algorithm, clustering each knowledge type question to obtain a plurality of clustering clusters; taking the clustering center of each clustering cluster as a target standard question, and obtaining a target standard answer corresponding to the target standard question; and adding the target standard question and the corresponding target standard answer into an intelligent customer service knowledge base. In the method, the knowledge type questions in the non-response questions are clustered through the affinity propagation clustering algorithm, the clustering center of each obtained clustering cluster is taken as the target standard question to be added into the intelligent customer service, and the clustering center is a question with the highest representativeness in each clustering cluster so as to improve the intelligent customer service response rate and improve user experience.

Description

technical field [0001] The invention relates to the technical field of intelligent customer service, in particular to a method, equipment, storage medium and device for improving the response rate of intelligent customer service. Background technique [0002] With the development of science and technology, more and more attention has been paid to the intelligent customer service system. However, the intelligent customer service cannot completely replace the manual customer service. Many questions raised by customers cannot be answered by the intelligent customer service. The cost of personnel is high. When users use the smart customer service to make inquiries, they often do not get a standard reply and are transferred to manual services, resulting in poor user experience. Therefore, how to improve the response rate of smart customer service is a technical problem that needs to be solved urgently. [0003] The above content is only used to assist in understanding the technic...

Claims

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Application Information

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IPC IPC(8): G06F17/30
CPCG06F16/3329G06F40/35G06Q30/0203
Inventor 于凤英王健宗肖京
Owner PING AN TECH (SHENZHEN) CO LTD
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