Intelligent customer service method and device, equipment and storage medium

Abstract

The invention discloses an intelligent customer service method, and the method comprises the steps: carrying out the recognition and division of semantic fields of questions consulted by a user, further determining the intention of the user in the affiliated field, and achieving the retrieval of a standard question of the user according to a question retrieval algorithm corresponding to the corresponding intention in the corresponding semantic field. According to the method, process configuration is carried out according to different service requirements, it is guaranteed that multi-service reliable response can be met in a complex application scene, then the pre-configured knowledge base is called to determine the answer corpus corresponding to the standard question, and the answer corpusis fed back to the user side, so that the session requirements of the user are met, and the user experience is improved. The invention also discloses an intelligent customer service device, equipmentand a readable storage medium, which have corresponding technical effects.

Description

technical field [0001] The present invention relates to the field of electronic technology, in particular to an intelligent customer service method, device, equipment and readable storage medium. Background technique [0002] In order to facilitate quick response to users' consultations on taxation, business services and other fields at any time, and to meet users' daily consultation needs, there is currently a developer-oriented conversation system that supports the realization of natural language processing-based on different message terminals. Smart conversation. [0003] With the development of the business in the application field, the business scenarios of the intelligent conversation system are various and complex, the business scenarios in the vertical field are finely divided, and the coupling between the services is serious. For user consultation, most of the current intelligent conversation systems use end-to-end single Round-the-clock sessions respond to user re...

AI Technical Summary

Problems solved by technology

[0003] With the development of the business in the application field, the business scenarios of the intelligent conversation system are various and complex, the business scenarios in the vertical field are finely divided, and the coupling between the services is serious. For user consultation, most of the current intelligent conversation systems use end-to-end single Round-the-clock sessions respond to user requests. Due to the complexity of business scenarios, it cannot be solved in an end-to-end manner, and different business scenarios require a combination of one or several algorithms, and unified scheduling and management of the algorithms is required. The current conversational response mechanism is difficult to effectively solve customers' daily consultation problems, resulting in poor user experience

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