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

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...

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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 r...

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