A question answering control method, device and system

Abstract

The invention discloses a question and answer control method, device and system, which are used to solve the problem that the existing robot customer service needs to restart the question and answer after multiple rounds of question and answer consultation are interrupted, resulting in cumbersome and lengthy consultation process and low service efficiency. The method includes: the server receives a question-and-answer request carrying a voice message sent by a terminal; converts the voice message into text, and extracts sound features from the voice message; extracts keywords from the text; The corresponding relationship determines the identity of the voice input person that matches the sound feature; obtains the context information corresponding to the identity of the voice input person according to the corresponding relationship between the stored voice input person's identity and the context information; keywords, The context information is matched with the stored corpus; when it is determined that the answer information of the question corresponding to the keyword and the context information is matched from the corpus, the answer information is sent to the terminal.

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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