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Implementation method and device of intelligent customer service system, equipment and readable storage medium

A technology of intelligent customer service and its implementation method, which is applied in the field of intelligent customer service, and can solve problems such as inability to really solve problems, limited soothing effect of robot customer service, etc.

Pending Publication Date: 2019-04-26
WEBANK (CHINA)
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AI Technical Summary

Problems solved by technology

[0005] The main purpose of the present invention is to provide an implementation method, device, equipment, and readable storage medium of an intelligent customer service system, aiming to solve the technical problem that the existing intelligent customer service system has limited soothing effect of robot customer service and cannot really solve the problem

Method used

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  • Implementation method and device of intelligent customer service system, equipment and readable storage medium
  • Implementation method and device of intelligent customer service system, equipment and readable storage medium
  • Implementation method and device of intelligent customer service system, equipment and readable storage medium

Examples

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Embodiment approach

[0067] After receiving the user input information sent by the client, the robot customer service module can simultaneously generate standard response information and emotional response information according to the user input information. In this example, if image 3 As shown, a preferred embodiment is provided, specifically including:

[0068] Step S11, generating standard response information according to the user input information sent by the client;

[0069] According to the user input information sent by the client terminal, the implementation method of generating standard response information is an existing technology, for example, sentence segmentation, keyword extraction, semantic analysis, etc. can be performed on user input information; keywords and / or semantic analysis results are combined with The standard answer data in the standard database is matched to obtain the standard answer data with complete matching or the highest matching degree, and then the standard a...

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Abstract

The invention provides an implementation method of an intelligent customer service system, which comprises the following steps of: when a current session is carried out, generating standard response information and emotion response information according to user input information sent by a user side; Fusing the standard response information and the emotion response information to generate fused response information; Sending the fusion response information and a preset manual customer service entrance option to a user side; And when a selection confirmation instruction of the preset manual customer service entrance option sent by the user side is received, skipping to the manual customer service module so as to carry out manual response processing. The invention further provides an implementation device and equipment of the intelligent customer service system and a readable storage medium. The technical problem that an existing intelligent customer service system is limited in robot customer service pacifying effect and cannot truly solve the problem is solved.

Description

technical field [0001] The present invention relates to the technical field of intelligent customer service, in particular to an implementation method, device, equipment, and readable storage medium of an intelligent customer service system. Background technique [0002] With the continuous growth of mobile Internet users, more and more companies have launched intelligent customer service systems. Through the combination of robot customer service and manual customer service, work efficiency is improved and user service experience is improved. Compared with human customer service, robot customer service has the advantages of strong memory, easy expansion of knowledge points, quick response, 24-hour uninterrupted service, etc., but it cannot handle special and sudden user problems well; Compared with artificial customer service, which has the advantages of personalized and precise service, but the response speed is slow and energy is limited. [0003] Emotion recognition has ...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06K9/62
CPCG06F18/214
Inventor 赵伟伟杨海军徐倩杨强
Owner WEBANK (CHINA)
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