Information recommendation method of intelligent customer service, server and computer readable medium

Abstract

The invention provides an information recommendation method of an intelligent customer service, a server and a computer readable medium. The method comprises: when it is detected that a user enters anintelligent customer service, acquring characteristic parameters of the user entering the intelligent customer service; acquiring a service state of a user; obtaining corresponding N target questionsfrom a knowledge base according to the characteristic parameters of the user entering the intelligent customer service and the service state of the user; and recommending the N target questions to the user. Compared with the problem of predicting according to the access behavior track of the user in the prior art, in the technical scheme of the invention, the N target problems are obtained according to the service state of the user and the characteristic parameters of the intelligent customer service, and the problem that the user wants to consult can be predicted more accurately, so that theaccuracy of predicting the problem is effectively improved. Moreover, the accuracy of the prediction problem is effectively improved, so that the operation cost of the user can be effectively reduced, and the use experience of the user can be effectively improved.

Description

[0001] 【Technical field】 [0002] The present invention relates to the field of computer application technology, in particular to an information recommendation method for intelligent customer service, a server and a computer-readable medium. [0003] 【Background technique】 [0004] In order to provide services for users more conveniently, many websites and application program (Application; App) clients of websites, etc., provide users with online customer service services. Users can consult with online customer service, which is very convenient to use. [0005] The server side of the online customer service in the prior art can be monitored by a manual customer service. After receiving the questions sent by the user through the online customer service, the manual customer service will answer them online. However, with the popularity of the Internet, more and more users choose online customer service for consultation, resulting in greater work pressure for manual customer servi...

AI Technical Summary

Problems solved by technology

[0006] However, in the existing technology, the user’s access behavior track to the website or application page before entering the intelligent customer service may be only the appearance, which has deviated from the question to be consulted. For example, the user’s visit to the website or application page before entering the intelligent customer service may be the user I want to try to solve the problem by myself, but if based on the user's access behavior trajectory, the predicted user problem will deviate from the user's real problem

Therefore, in the prior art, according to the user's access behavior trajectory to the website or application page before entering the intelligent customer service, the question to be consulted by the user is predicted, resulting in low accuracy in predicting the problem

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