Service method, apparatus and device based on intelligent customer service system, and medium

Abstract

The invention discloses a service method, apparatus and device based on an intelligent customer service system, and a computer readable storage medium. The method comprises the steps of obtaining real-time session information of a target customer session in the intelligent customer service system, wherein the target customer session is a multi-round session of the target customer; inputting the real-time session information into a pre-trained customer satisfaction judgment model to obtain a corresponding judgment result; when the judgment result is satisfactory, continuing to use the intelligent customer service system to provide service for the target customer, and entering a step of acquiring real-time session information of a target customer session in the intelligent customer service system; and when the judgment result shows dissatisfaction, switching the target client session into a man-made session in a man-made session system, and providing service for the target client by utilizing the man-made session. Therefore, according to the method, the pressure of manual customer service can be reduced by utilizing the intelligent customer service system, human resources are saved,and the use experience of customers can be improved.

Description

Technical field [0001] The present invention relates to the field of intelligent customer service systems, in particular to a service method, device, equipment and computer-readable storage medium based on the intelligent customer service system. Background technique [0002] At present, in order to reduce the workload of manual customer service and reduce the consumption of human resources, many industries and units have begun to use intelligent customer service systems. By pre-setting the knowledge base of intelligent question and answer, when a customer question is received, find the standard question most similar to the customer question from the knowledge base of intelligent question and answer, and get the standard answer corresponding to the standard question, and then use the standard to answer Answer customer questions. However, due to the influence of factors such as the sentence pattern of the customer question or the ambiguous words in the customer question, some cus...

AI Technical Summary

Problems solved by technology

However, due to factors such as the sentence pattern of customer questions or ambiguous words in customer questions, some customer questions cannot be matched to the corresponding standard questions, or multiple customer questions can be matched to the same standard question. In this case , may not be able to solve the customer's actual problem, resulting in a degraded customer experience

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