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An interactive method of an intelligent customer service system oriented to the field of electronic government affairs

A technology of intelligent customer service and e-government, applied in customer relationship, electronic digital data processing, knowledge expression, etc., can solve the problem of the correctness of complex answers in the intelligent customer service system, and achieve the effect of improving the accuracy

Inactive Publication Date: 2019-02-12
ANHUI XUNFEI INTELLIGENT TECH CO LTD
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  • Abstract
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AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to provide an interactive method for an intelligent customer service system in the field of e-government, so as to solve the defect that the intelligent customer service system in the prior art gives poor answers to more complex questions

Method used

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  • An interactive method of an intelligent customer service system oriented to the field of electronic government affairs
  • An interactive method of an intelligent customer service system oriented to the field of electronic government affairs
  • An interactive method of an intelligent customer service system oriented to the field of electronic government affairs

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Embodiment Construction

[0035] The specific embodiments of the present invention will be further described in detail by describing the embodiments below with reference to the accompanying drawings, so as to help those skilled in the art have a more complete, accurate and in-depth understanding of the inventive concepts and technical solutions of the present invention.

[0036] Such as Figure 1-2 As shown, the present invention provides an interaction method for an intelligent customer service system in the field of e-government. Specific steps are as follows:

[0037] 1) Construction of expert knowledge base;

[0038]Step 1: Extract historical service data and user data, and perform data cleaning and data regularization on the data to improve data quality and facilitate subsequent data processing.

[0039] The specific processing method of step 1 is that user historical service records are the basis of intelligent customer service, and the expert knowledge base formed through the analysis of histo...

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Abstract

The invention discloses an interactive method of an intelligent customer service system oriented to the field of electronic government affairs. The method comprises the following steps of 1) constructing an expert knowledge base; 2) carrying out the identification and word segmentation of counseling questions; 3) understanding problem and matching; 4) giving the answers; 5) feeding back and recording the answers; 6) carrying out the data mining and knowledge base updating. The method of the invention can effectively improve the veracity of the intelligent customer service answer. The method can also continue to carry out the data mining and the knowledge base update in the user so as to enable the intelligent customer service to continuously learn in this way and continuously improve the veracity of the intelligent customer service answer.

Description

technical field [0001] The invention relates to the fields of smart cities and e-government affairs, in particular to an interaction method for an intelligent customer service system oriented to the field of e-government affairs. Background technique [0002] With the rapid development of Internet technology, people's dependence on the Internet is gradually increasing, and a large amount of information data is generated every moment. Using these data to build smart cities can make government services closer to the needs of the masses. The 12345 citizen service hotline system, as a platform for citizens to directly report their demands to the government, receives a large number of consultation service calls every day, and the consultation questions are often repetitive. At present, the 12345 system mainly uses artificial seats to answer the corresponding business. Due to the relative shortage of customer service manpower, users have to wait during the consultation process, a...

Claims

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Application Information

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IPC IPC(8): G06Q30/00G06N5/02G06Q50/26G06F16/332
CPCG06N5/022G06Q30/01G06Q50/26
Inventor 水新莹张宇光黄亚坤苏洋
Owner ANHUI XUNFEI INTELLIGENT TECH CO LTD
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