Question and answer service method and system based on emotion recognition, terminal equipment and medium
A technology of emotion recognition and service method, which is applied in question-and-answer services based on emotion recognition and computer storage media, which can solve problems such as inability to flexibly adjust services through emotion recognition and low service efficiency, achieve good service experience, improve service efficiency, and save enterprises The effect of communication costs
Pending Publication Date: 2021-02-02
CHINA PING AN PROPERTY INSURANCE CO LTD
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Problems solved by technology
[0005] The main purpose of the present invention is to provide a question-and-answer service method, system, computer equipment, and computer storage medium based on emotion recognition, aiming to solve the problem that the existing method of automatically providing consultation and question-and-answer services for customers based on artificial intelligence cannot provide effective information for users. Emotional recognition to flexibly adjust the service, leading to technical problems that provide users with inefficient services for consulting questions and answers
Method used
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[0047] It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.
[0048] The main solution of the embodiment of the present invention is: by receiving the user's question and adapting the optimal question answer for the user's question to output; invoking the preset emotion recognition model for the secondary input based on the feedback of the optimal question answer. The emotion recognition result is obtained through recognition; the current service channel is switched to a preset manual service channel according to the emotion recognition result, so that the manual service channel can perform a question-and-answer service for the secondary input.
[0049] As many enterprises concentrate more business processing online during development, users who handle business will inevitably face the online consultation and communication process, and as a large number of consultations flood int...
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The invention relates to the technical field of artificial intelligence, and discloses a question and answer service method and system based on emotion recognition, computer equipment and a computer storage medium. The method comprises the steps: receiving a user question, and adopting an optimal question answer to the user question to be output; calling a preset emotion recognition model to perform emotion recognition on secondary input fed back based on the optimal questioning answer to obtain an emotion recognition result; and switching a current service channel to a preset manual service channel according to the emotion recognition result, thereby enabling the manual service channel to execute a question and answer service for the secondary input. In addition, the invention also relates to a blockchain technology, and punctuation marks, mood words and emotion vocabularies corresponding to the emotion to be identified can be stored in the blockchain. According to the method, emotionrecognition is automatically carried out on the questioning user based on artificial intelligence, the mode of providing the question-answering service is flexibly adjusted according to the emotion recognition result, and the service efficiency of providing the question-answering service for user consultation is improved.
Description
technical field [0001] The present invention relates to the technical field of artificial intelligence, in particular to an emotion recognition-based question answering service method, system, computer equipment and computer storage medium. Background technique [0002] As many enterprises concentrate more business processing online during development, users who handle business will inevitably face the online consultation and communication process, and as a large number of consultations flood into manual communication channels, Enterprises will also gradually occupy more and more human resources for providing consulting and answering services for users. [0003] In order to reduce the occupation of human resources and improve the overall efficiency of online consultation questions and answers, many companies are using artificial intelligence to automatically provide answers to user consultation questions. However, the existing artificial intelligence is still unable to effec...
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Login to View More IPC IPC(8): G06F16/332G06F16/33G06F40/289G06F40/30G06Q30/00
CPCG06Q30/01G06F16/3329G06F16/3344G06F40/289G06F40/30
Inventor 周乐坤邱李富
Owner CHINA PING AN PROPERTY INSURANCE CO LTD