Question and answer control method, device and system

Abstract

The invention discloses a question and answer control method, device and system, which are used for solving the problems of tedious and lengthy consulting process and low service efficiency caused bythe fact that questions and answers need to be restarted after multiple rounds of question and answer consulting interruption in the existing robot customer service. The method comprises the steps ofenabling a server to receive a question and answer request carrying a voice message and sent by a terminal; converting the voice message into characters, and extracting voice features from the voice message; extracting keywords from the characters; determining an identity label of the voice input person matched with the voice feature according to a corresponding relation between the stored voice feature and the identity label of the voice input person; acquiring contextual information corresponding to the identity label of the voice input person according to a stored corresponding relationshipbetween the identity label of the voice input person and the contextual information; matching the keywords and the context information with a stored corpus; and sending the answer information to theterminal when the answer information of the question corresponding to the keyword and the context information is determined to be matched from the corpus.

Description

technical field [0001] The present invention relates to the field of computer technology, in particular to a question answering control method, device and system. Background technique [0002] The application of intelligent customer service in the field of public services is becoming more and more extensive. Robot customer service can complete some simple consultation, number taking, query and other tasks at low cost, reducing the pressure of manual customer service. [0003] However, at present, most of the robot customer service in the public service field can only complete some simple consulting tasks, such as some single rounds of question and answer, while a few multi-round question and answer that can be added to the context cannot be interrupted, requiring the consultant to occupy a public robot customer service for a long time device, if the consultant needs to handle a business according to the prompt in the middle, he needs to consult again after returning, which m...

AI Technical Summary

Problems solved by technology

[0004] In order to solve the problem that the existing robot customer service has multiple rounds of question and answer consultations that need to be restarted after the interruption, resulting in cumbersome and lengthy consultation processes and low service efficiency, the embodiment of the present invention provides a question and answer control method, device and system. Simplify the consultation process and improve service efficiency

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