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Intelligent customer service method, device and equipment and storage medium
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A technology of intelligent customer service and behavior, applied in the field of artificial intelligence, can solve problems such as reducing the practicability of machine customer service, and the inability of machine customer service to accurately fill the word slot.
Active Publication Date: 2019-07-09
SHENZHEN ZHUIYI TECH CO LTD
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[0005] In view of this, the object of the present invention is to provide an intelligent customer service method, device, equipment and storage medium to solve the problem that the machine customer service cannot accurately fill word slots due to different input information may contain the same key data, thus reducing the Practicality of robo-customer service
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example 1
[0199] User(1): Hello, give me an installment for last month's bill! (Type of providing information behavior)
[0200] Bot(2): I am handling installments for your last bill of 10,000 yuan. How many installments do you want to do? Currently supports 6, 12, and 24 phases.
[0201] User(2): How much is the handling fee for the 6th period? (ask behavior type)
[0202] Bot (2): Repay 10,000 yuan in 6 installments, each repayment is xxx yuan, and the handling fee is 250 yuan in total. How many periods do you want to do?
[0203] User(3): Well, let's do one! (Positive response behavior type)
[0204] Bot (3): 6 issues.
example 2
[0206] User(1): Hello, give me an installment for last month's bill! (Type of providing information behavior)
[0207] Bot(2): I am handling installments for your last bill of 30,000 yuan. How many installments do you want to do? Currently supports 6, 12, and 24 phases.
[0208] User(2): How much is the handling fee for the 6th period? (ask behavior type)
[0209] Bot (2): Repay 30,000 yuan in 6 installments, each repayment is 5,100 yuan, and the handling fee is 600 yuan. How many periods do you want to do?
[0210] User(3): The handling fee in 6 installments is so expensive, you guys are cheating, don't do it! (complaint behavior type or negative behavior type)
[0211] Bot(3): You can also choose 12 installments or 24 installments. The more repayment installments, the less repayment pressure~ Do you want to choose other installments?
[0212] User(4): How much is the handling fee for the 12th period? (ask behavior type)
[0213] Bot (4): Repay 30,000 yuan in 12 inst...
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Abstract
The invention relates to an intelligent customer service method, device and equipment and a storage medium. The method comprises the steps that current input information of a user is acquired; determining a target dialogue behavior type to which the current input information belongs in each dialogue behavior type according to a preset dialogue behavior model; determining whether to fill the word slot or not according to the target dialogue behavior type; if yes, elements corresponding to the current input information are obtained, and the word slots are filled with the elements; and if not, outputting the current response information corresponding to the current input information so as to obtain the input information fed back by the user according to the current response information again.That is to say, it is the best to use the device, the technical scheme provided by the invention is adopted; even if the different input information of the user may contain the same key data, the word slot can be accurately and effectively filled in combination with the target dialogue behavior type to which the input information of the user belongs, so that the phenomenon that the robotic customer service cannot accurately fill the word slot is reduced, and the practicability of the robotic customer service is improved.
Description
technical field [0001] The present invention relates to the technical field of artificial intelligence, in particular to an intelligent customer service method, device, equipment and storage medium. Background technique [0002] With the development of machine customer service technology and users' gradual habit of machine customer service and its interactive forms, the types of consultation in the enterprise's machine customer service cover customer service consultation, product consultation and shopping guide, information inquiry, business handling and other consultation scenarios. [0003] Existing robot customer service consists of two core elements: word slot filling and multiple rounds of dialogue. After multiple rounds of tasks are triggered by the user's consultation intention, the machine customer service will collect the word slots required for the task through multiple rounds of clarification and questioning, so as to complete certain business operations (product ...
Claims
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Application Information
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