Customer service assisting method and equipment, customer service system and computer readable storage medium

Abstract

The invention relates to the technical field of human computers, and provides a customer service assisting method, which comprises the following steps of judging whether a received question contains asubject word or not; if so, matching n question and answer pairs meeting a preset condition from a question and answer pair database based on the question, wherein n is an integer; determining the optimization probability of the n question and answer pairs based on a preset algorithm; outputting the n question and answer pairs and the corresponding optimization probabilities, wherein the presetcondition comprises that the text similarity between question statements in the question and answer pair and the question statements is the first n in the database, so that the working pressure of customer service personnel can be reduced, the customer service quality can be improved, and the customer experience can be improved. In addition, the invention also provides customer service auxiliary equipment, a customer service system and a computer readable storage medium.

Description

technical field [0001] The present invention relates to the field of computer information technology, in particular to a customer service assistance method, equipment, customer service system and computer-readable storage medium. Background technique [0002] With the rapid development of the Internet and the improvement of industry service awareness, online customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] The current customer service system is usually composed of machine customer service and manual customer service. Machine customer service is generally a web-based instant messaging tool. Specifically, it can be realized based on an intelligent chat robot or FAQ system. Due to the limited development of machine customer service technology, it is currently not possible Completely replace human customer service, but in the case of a large number of customer inquiries, if you rely entirely on customer se...

AI Technical Summary

Problems solved by technology

[0003] The current customer service system is usually composed of machine customer service and manual customer service. Machine customer service is generally a web-based instant messaging tool. Specifically, it can be realized based on an intelligent chat robot or FAQ system. Due to the limited development of machine customer service technology, it is currently not possible Completely replace manual customer service, but in the case of a large number of customer inquiries, if you rely entirely on customer service personnel to handle, it will increase personnel costs, and the service quality of each customer service personnel cannot be guaranteed

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