Intelligent customer service system based on ontology

Abstract

The invention discloses an intelligent customer service system based on an ontology, comprising an interactive terminal, a service logic module and a data management platform. The service logic moduleinputs questions and receives answers through the interactive terminal. The service logic module intelligently processes the questions input by the interactive terminal to obtain knowledge for answering the questions. The service logic module comprises an intelligent response engine and an ontology model, the intelligent response engine interacts with the interactive terminal, The data managementplatform realizes the management of the knowledge in the ontology model, the user management and the permission setting. The invention can intelligently 'understand' the problems of users, and adoptsa knowledge network to establish a knowledge base, which is convenient for maintenance.

Description

technical field [0001] The invention relates to the field of Internet intelligence, in particular to an ontology-based intelligent 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 often difficult for computers to truly "unde...

AI Technical Summary

Problems solved by technology

[0004] In view of this, the present invention provides a solution to the above-mentioned problems that restrict the application of the customer service system, and integrates knowledge collection, organization and An ontology-based intelligent customer service system that integrates analysis

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