Method and system for intelligent customer service
A technology of intelligent customer service and mapping relationship, applied in the field of customer service Q&A, which can solve problems such as answering capacity limitation and increasing enterprise cost.
Active Publication Date: 2021-09-10
深圳市磐创网络科技有限公司
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Problems solved by technology
[0003] Most of the existing pre-sales and after-sales consulting services are handled manually. However, manual customers have restrictions on working hours and answering capacity. More importantly, in today's high labor cost, there will be an increase in business cost
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[0046] The present invention will be further described below in conjunction with the accompanying drawings and specific embodiments.
[0047] refer to figure 1 As shown, the present invention provides a kind of intelligent customer service method, comprises the following steps:
[0048] S1: Establish a question-and-answer database, which consists of several pieces of question-and-answer data including questions and answers;
[0049] This step can be completed by users importing Q&A data. There are two ways for users to import Q&A data, which are batch import or item-by-item Q&A data import. The data imported by the user will be saved in the database table corresponding to the user. In addition, users can also choose not to import data and directly use the data in the system.
[0050] S2: Establish a question and answer model associated with the question and answer database, the question and answer model forms a mapping relationship for the input question and answer data, an...
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The invention discloses an intelligent customer service method and system. The method comprises the following steps: establishing a question-and-answer database, which is composed of several pieces of question-and-answer data including questions and answers; establishing a question-and-answer model associated with the question-and-answer database. The Q&A data form a mapping relationship, matching the questions in the Q&A data and the corresponding answers; the user puts forward a question to be answered, and the Q&A model finds the N answers with the highest matching degree from the Q&A database, and then uses three methods of feature engineering Perform another similarity calculation on the N answers, and recommend the corresponding answers to the user; obtain the user's rating of the recommended answer, and optimize and adjust the Q&A model based on the rating to make the matching result of the Q&A model more accurate. Compared with the traditional customer service, the present invention is more intelligent, and the answer is faster and more efficient; it can continuously learn and adjust, so that the accuracy of the question and answer is higher, and it is more conducive to large-scale use, which greatly saves the cost of manual customer service.
Description
technical field [0001] The invention relates to the field of customer service questions and answers, in particular to an intelligent customer service method and system. Background technique [0002] With the rapid development of commercialization and the rapid advancement of informatization, product pre-sales and after-sales consulting services are becoming more and more important in the entire business chain of enterprises. affect business revenue. [0003] Most of the existing pre-sales and after-sales consulting services are handled manually. However, manual customers have restrictions on working hours and answering capacity. More importantly, in today's high labor cost, there will be an increase in business costs. [0004] Thereby, there is problem in prior art, needs further improvement. Contents of the invention [0005] Aiming at the problems existing in the prior art, the present invention provides an intelligent customer service method and system, which makes t...
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IPC IPC(8): G06F16/332
Inventor 邓昕王飞洪伟俊
Owner 深圳市磐创网络科技有限公司