Intelligent customer service dialogue method and system

Abstract

The invention provides an intelligent customer service dialogue method and system, and relates to the technical field of artificial intelligence. The method comprises the following steps: receiving voice session information of front-end equipment in a call process; according to the voice session information, determining a scene affiliation category to which a first target question corresponding to the voice session information belongs; according to the scene affiliation category, sending a first target answer corresponding to the scene affiliation category to the front-end equipment; if the feedback information is not obtained within the preset duration of sending the first target answer, sending a second target answer corresponding to the scene attribution category to the front-end device; or, receiving feedback information for the first target answer sent by the front-end equipment within the preset duration of sending the first target answer, and sending at least one extension question corresponding to the scene attribution category of the first target question to the front-end equipment. The problems of low user demand meeting rate and poor communication feeling caused by the fact that existing intelligent customer service adopts a one-to-one answering and question-to-answer customer service mode are solved.

Description

technical field [0001] The invention relates to the technical field of artificial intelligence, in particular to a dialogue method and system for intelligent customer service. Background technique [0002] With the popularization and application of the Internet and e-commerce, there are more and more intelligent customer service. Intelligent customer service is an industry-oriented application developed on the basis of large-scale knowledge processing. It involves large-scale knowledge processing technology, natural language understanding technology, knowledge management technology, automatic question answering system, reasoning technology, etc., and has industry versatility. , not only provides fine-grained knowledge management technology for enterprises, but also establishes a fast and effective technical means based on natural language for communication between enterprises and massive users; at the same time, it can also provide enterprises with statistical analysis requi...

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