Intelligent customer service system and intelligent customer service robot
A technology of intelligent customer service and robots, applied in the field of intelligent robots, can solve the problems of customer emotional processing lag, difficult to eliminate customer emotions, etc., to achieve the effect of improving service quality, reducing operation and maintenance costs, and improving service quality
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[0033] As mentioned earlier, the current method of optimizing the knowledge content of the intelligent customer service system requires a large number of operation and maintenance personnel to maintain, and there is a serious lag in processing customer emotions, which makes it difficult to eliminate customer emotions.
[0034] For the emotional problems of customers during the intelligent customer service interaction process, the embodiment of the present invention recognizes the emotions of the customer conversations in the conversation process in real time, and selects the corresponding extended response according to the real-time emotion recognition result, and reflects it in the response result. Instantly discover the customer's emotions during the conversation, and respond to them by expanding the response in the subsequent response results, so the customer's emotions during the conversation can be processed in a timely and effective manner, and the service quality of intellig...
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