Knowledge entry recommendation method and device, computer equipment and storage medium

Abstract

The invention relates to a knowledge entry recommendation method and a device, computer equipment and a storage medium. The method comprises the steps of obtaining historical behavior data of an online user for knowledge entries; and performing collaborative filtering according to the historical behavior data of the online users for the knowledge entries and preset historical behavior data of thereference users for the knowledge entries, and users whose similarity with the online users satisfies a preset condition are extracted from the reference users so as to obtain similar users; obtainingrecommended entries according to the historical behavior data of the similar users for the knowledge entries, and pushing the recommended entries to the target object, wherein the recommended entriesare used for the target object to provide online services for the online users. Through collaborative filtering, the similarity between clients is found, knowledge entries are actively and accuratelypushed to a target object to serve online users, manual retrieval is avoided, personalized and differentiated knowledge support is provided for the online users, and the recommendation efficiency ofthe knowledge entries is improved.

Description

technical field [0001] The present application relates to the field of computer technology, in particular to a method, device, computer equipment and storage medium for recommending knowledge items. Background technique [0002] The call center is the window for enterprises to provide external services. Customers interact with CSR (Customer Service Representative, Customer Service Representative) online through voice, text, video, etc., including listening to customer questions and requirements, responding to customer needs and Inquire about new needs of customers. The core of the call center is the professional skills and service level of CSR. Around the improvement of professional skills and service level of CSR, the call center has built a knowledge base in this field for training CSR and supporting CSR online services. When CSR provides services to customers online, when encountering business doubts, it needs to retrieve knowledge items in the knowledge base as a refere...

AI Technical Summary

Problems solved by technology

[0003] The traditional knowledge item recommendation method is to push the required knowledge points through the keywords manually entered by the CSR. Similar to search engine services, this passive retrieval method of the knowledge base greatly occupies the service time of the CSR, reducing service quality and service efficiency. , and there will be deviations in keywords and knowledge content, which will lead to the situation that the service cannot continue

The traditional knowledge item recommendation method has the disadvantage of low recommendation efficiency

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