Intelligent customer service system based on ontology

A technology of intelligent customer service and ontology, applied in the field of intelligent customer service system based on ontology, to achieve the effect of easy establishment and maintenance

Inactive Publication Date: 2019-03-12
CHANGSHA NORMAL UNIV
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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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 se

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  • Intelligent customer service system based on ontology
  • Intelligent customer service system based on ontology
  • Intelligent customer service system based on ontology

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Embodiment Construction

[0018] The present invention will be further described below with regard to specific examples, but the present invention is not limited only to these examples.

[0019] The present invention covers any alternatives, modifications, equivalent methods and schemes made on the spirit and scope of the present invention. In order to provide the public with a thorough understanding of the present invention, specific details are set forth in the following preferred embodiments of the present invention, but those skilled in the art can fully understand the present invention without the description of these details. In addition, for the sake of illustration, the drawings of the present invention are not completely drawn according to the actual scale, and are described here.

[0020] Such as figure 1 As shown, an ontology-based intelligent customer service system of the present invention includes an interactive terminal, a business logic module, and a data management platform. Questions...

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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...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/36
Inventor 陈耀东彭蝶飞
Owner CHANGSHA NORMAL UNIV
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