Intelligent customer service system for financial products

Abstract

The invention relates to an intelligent customer service system for financial products, which is used for promoting the innovation of financial services and improving the operation efficiency. An intelligent customer service system for financial products comprises a financial knowledge graph function module, an intelligent question and answer function module, a system undertaking semantic understanding work function module, an information extraction function module, an information retrieval function module and the like. The method comprises the following steps: firstly, establishing a financial knowledge graph which mainly comprises a corpus of financial knowledge and a user inquiry data set, is constructed by experts and scholars in a field, and contains question and answer information required by customer service, some preprocessed customer service historical chat statements, some financial data and internal relations among the customer service, the customer service historical chat statements and the financial data; secondly, recognizing corpora questioned by a user and matched with corresponding service modules, and then retrieval analysis is carried out. Compared with the prior art, the intelligent customer service is used for shunting part of manual telephone traffic, multi-line question answering and 24-hour uninterrupted service are supported, the correct rate, efficiency and user experience of the system can be effectively improved, and therefore the intelligent and efficient degree of various products in the financial industry is improved.

Description

technical field [0001] The invention relates to an intelligent customer service system, in particular to an intelligent customer service system related to financial products. Background technique [0002] In recent years, with the rapid development of technologies such as big data and artificial intelligence, major changes have also taken place in various industries. Among them, the financial field, as one of the most important forces in innovation and reform, puts forward higher requirements and hopes for intelligence and efficiency. At the same time, with the continuous development of the social economy and the gradual improvement of people's living standards, people have greater demand for products or services in the financial field. Therefore, in order to better reduce labor costs and improve operational efficiency, there are Intelligent customer service system. [0003] One of the more important links in the intelligent customer service system is the intelligent quest...

AI Technical Summary

Problems solved by technology

The intelligent customer service system in the prior art mainly performs similarity matching through a single extraction of characteristic keywords and sentences in the corpus, and obtains answers after retrieval and analysis. It has been unable to meet the accuracy requirements, and it is likely that the matching result is not the result of the user's demand

And due to the continuous increase of users and business volume, traditional intelligent customer service can only solve some simple problems, and most users still have to rely on manual customer service, which will inevitably lead to queuing phenomenon, resulting in a decline in user experience

[0004] In view of the above problems, although the intelligent customer service technology for financial products has achieved good performance in practice, it still needs further improvement

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