Scene flow structure and applied intelligent customer service system

Abstract

According to the scene flow structure and the applied intelligent customer service system, the scene flow structure comprises: a plurality of flow nodes used for forming a flow under the driving of auser intention obtained through the service of an intention engine, and determining an output verbal skill at at least part of the flow nodes where the flow arrives, wherein the types of the pluralityof process nodes comprise any one or more of the following combinations: an intention node used for obtaining a user intention through the service of the intention engine when a process arrives and selecting a path to a next process node according to the user intention, a reply node which is used for outputting a preset output verbal skill when the flow arrives, and a word slot node which is usedfor extracting key information in the user intention through the service of the intention engine when the flow arrives. The scene flow structure can achieve an accurate session effect through refinedflow node and intention analysis, is applied to an intelligent customer service system, and can well solve the problems in the prior art.

Description

technical field [0001] The embodiments of the present application relate to the technical field of intelligent customer service, and in particular to the scene flow structure and the applied intelligent customer service system. Background technique [0002] Today, with the highly developed Internet industry, the traditional manual customer service system has been unable to cope with the large number of online sales and telemarketing customer service needs. [0003] Take an outbound call as an example. An outbound call is a call to a customer initiated by the outbound service of the customer service center system. The outbound call service has been widely used in various fields, such as the financial industry, where outbound calls are often used in telephone collection, repayment reminders, banking services and other businesses; in the education and training industry, outbound calls can be used to communicate with potential students Return visits, or inform students who have...

AI Technical Summary

Problems solved by technology

[0004] Although there is an automated outbound call system at present, that is, the machine automatically calls out and answers the conversation with the user; the existing automatic outbound system does not have enough refinement in the response process, resulting in poor accuracy of the automatic outbound call, which affects efficiency, but also to the detriment of commercial efficiency

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