Intelligent customer service method and device based on knowledge graph, equipment and storage medium
A knowledge graph and intelligent customer service technology, applied in equipment and storage media, devices, and intelligent customer service methods based on knowledge graphs, can solve problems such as process solidification, inability to accumulate knowledge in business fields, and inability to visualize and dynamically adjust, achieving easy adjustment, Conducive to the effect of knowledge precipitation
Pending Publication Date: 2020-12-22
PING AN TECH (SHENZHEN) CO LTD
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Problems solved by technology
[0003] At present, the intelligent customer service system has the problem that the process is solidified and cannot be dynamically adjusted visually. Changes at the business level require an updated version to complete the adjustment, and each service function is independent of each other. The same business areas are not integrated together, and knowledge accumulation in specific business areas cannot be carried out. , therefore, the existing technology cannot provide a better solution for the intelligent customer service system
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[0045] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.
[0046] It can be understood that the terms "first", "second", etc. used in this application may be used to describe various elements herein, but these elements are not limited by these terms. These terms are only used to distinguish one element from another element. For example, without departing from the scope of the present application, the first field and the algorithm determination module can be referred to as the second field and the algorithm determination module, and similarly, the second field and the algorithm determination module can be referred to as the first field And algorithm determ...
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The invention discloses an intelligent customer service method and device based on a knowledge graph, equipment and a storage medium. The method comprises the following steps: building a hierarchicalknowledge graph corresponding to a customer service scene, wherein the hierarchical knowledge graph comprises an intention layer, a service layer and an entity layer; obtaining the actual intention ofthe client according to the node data in the intention layer; generating an execution path according to the actual intention and node data in the service layer; and completing man-machine conversation according to the execution path and the object in the entity layer. According to the intelligent customer service method based on the knowledge graph, specific service rules are modeled in a graph form, knowledge precipitation is facilitated, intuitive and dynamic adjustment is facilitated, an engine and the knowledge graph are independent, and in the application process, the method can take effect only by modifying the specific knowledge graph without modifying the engine; and the method can be applied to the field of digital medical insurance, and facilitates the improvement of customer experience.
Description
technical field [0001] The present invention relates to the technical field of intelligent customer service, in particular to a method, device, equipment and storage medium for intelligent customer service based on knowledge graphs. Background technique [0002] Medical insurance provides basic protection for the health of Chinese residents. Buying medical insurance such as accidental medical insurance has become one of the most common ways to protect life and property. Every day, a large number of residents need to be reimbursed for medical insurance, or have questions about medical insurance that need to be consulted. The medical insurance customer service is one of the services closest to customers in the medical insurance industry. It is not only related to the company's business promotion, business expansion, pre-sales and after-sales consultation, etc., but also directly affects the company's business volume and performance. Therefore, excellent The medical insurance ...
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IPC IPC(8): G06F16/36G06F16/332
CPCG06F16/367G06F16/3329
Inventor 褚秋实张岳江陈宗阳王应
Owner PING AN TECH (SHENZHEN) CO LTD