A method and system for constructing an intelligent tourist customer service system

Abstract

The invention discloses a method and system for constructing an intelligent tourist customer service system. The method comprises the following steps of collecting the tourism industry data, classifying the tourism industry data according to ontology concept to construct tourism industry domain ontology knowledge base; through the intelligent response engine, analyzing the user terminal travel problems, and extracting keyword information; retrieving corresponding answers in the ontology knowledge base according to the extracted keyword information; if the matching answer is retrieved, feedingback the answer to the user terminal through the intelligent response engine; if no matching answers are retrieved, answering the answers by manual customer service, and saving the questions and the answers to the ontology knowledge base by a self-learning module; saving customer service data to the data management platform for the next quick response. Compared with the related technology, the construction method of the intelligent tourist customer service system intelligently understands the user's problem, and adopts knowledge network to establish knowledge base, which is easy to maintain.

Description

technical field [0001] The invention relates to the field of Internet intelligence, and the invention relates to a construction method and system of an intelligent travel customer service system. Background technique [0002] In the Internet field, it is usually necessary to manually answer and solve the questions of consultants or potential consumers online, but a large part of these problems are common problems, which can be solved by browsing the instructions of these people themselves, but the reality is that most of them Most people directly click and link to human customer service. Due to the wide audience of the Internet, large Internet companies need a large number of manual online customer service. In order to reduce the pressure on customer service, Internet platforms have begun to introduce machine intelligence answers. According to the keywords and types of questions entered by the consultant, the answer that the consultant needs will pop up. However, it is ofte...

AI Technical Summary

Problems solved by technology

Early domain models mainly used technologies such as automatic reasoning machines and template engines, and lacked a unified understanding of knowledge bases. Therefore, these domain models had many disadvantages such as semantic inconsistency, difficult knowledge maintenance, and difficulty in reusing.

At present, most of the intelligent customer service systems or similar chat assistance tools in China still use these technologies as their core question-and-answer models, so there are two main problems in these products: first, they cannot really "understand" the questions and answers; second, the establishment of knowledge bases and Maintenance requires a lot of manpower and material resources

These problems seriously restrict the effectiveness and practicability of the customer service system

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