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A method for automatically constructing a customer service knowledge base based on a manual customer service log

A technology of manual customer service and automatic construction, applied in the field of robot customer service, can solve the problems of manual customer service service level, multiple manual intervention, and large manual investment, etc., to reduce human resource investment, improve automation, and weaken business level required effect

Inactive Publication Date: 2018-12-18
SHENZHEN ZHUIYI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the existing methods for building intelligent customer service knowledge bases require more manual intervention and a large amount of manual input, and the quality of the built knowledge base is greatly affected by the level of human customer service business.

Method used

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  • A method for automatically constructing a customer service knowledge base based on a manual customer service log
  • A method for automatically constructing a customer service knowledge base based on a manual customer service log

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Embodiment Construction

[0036] In order to make the purpose, technical solution and advantages of the present invention clearer, the technical solution of the present invention will be described in detail below. Apparently, the described embodiments are only some of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other implementations obtained by persons of ordinary skill in the art without making creative efforts fall within the protection scope of the present invention.

[0037] figure 1 It is a schematic flowchart of the method for automatically constructing a customer service knowledge base based on manual customer service logs provided by Embodiment 1 of the present invention.

[0038] like figure 1 As shown, the method of the present embodiment includes:

[0039] S1: Preprocessing the manual customer service log data;

[0040] Further, the manual customer service log data includes:

[0041] A query from the user and the ...

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Abstract

The invention relates to a method for automatically constructing a customer service knowledge base based on a manual customer service log. The method comprises the steps of: preprocessing manual customer service log data; establishing an expression model according to the processed manual customer service log data; obtaining the question expression information of the user question to be sorted through the expression model; carrying out aggregation processing on the question expression information to obtain a user question class cluster; sorting the user question class cluster to obtain a knowledge base. The method of the invention can improve the automation degree of constructing the knowledge base, reduce the input of the consumed human resources, and at the same time reduce the dependenceon the service level of the customer service personnel in the process of constructing the knowledge base by extracting the information of a large number of manual logs, thereby reducing the difficulty of constructing the knowledge base.

Description

technical field [0001] The invention relates to the technical field of robot customer service, in particular to a method for automatically constructing a customer service knowledge base based on manual customer service logs. Background technique [0002] Customer service is an important way for enterprises to obtain user feedback and solve user product questions. The traditional customer service business is mainly handled by professional manual customer service personnel, so that the investment of enterprises in customer service will increase rapidly with the increase of customer service business volume, and become an expenditure that cannot be ignored. [0003] In response to this problem, the current relatively advanced solution is to introduce intelligent customer service robots, which can significantly reduce the amount of manual customer service and save a lot of customer service costs. The application of customer service robots does have obvious advantages in customer ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06Q30/00G06N99/00
CPCG06Q30/01
Inventor 徐易楠杨振宇刘云峰吴悦陈正钦胡晓汶林丁
Owner SHENZHEN ZHUIYI TECH CO LTD
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