Intelligent customer service response system and method for college policy consultation

Abstract

The invention discloses an intelligent customer service response system and method for college policy consultation, relates to the technical field of customer service robots, and aims to solve the problem of low response accuracy of intelligent customer service to college policy consultation in the prior art. According to the technical scheme, an input end corresponds to each college portal system interface and is used for receiving user characteristics and question information input by a user; the output end performs data type analysis on the problem information and transmits the problem information to the core processing end in a text form; the core processing end is used for performing word segmentation processing on question information, acquiring a key label, performing data search according to the key label, recommending a plurality of standard question methods related to the key label, performing syntactic analysis on the standard question methods, and matching answers from the college policy end in combination with user characteristics; and the college policy end is used for storing preset standard questions and corresponding answers of each college. According to the invention, the response accuracy of the intelligent customer service for college policy consultation is improved.

Description

technical field [0001] The present invention relates to the technical field of customer service robots, in particular to an intelligent customer service response system and method for university policy consultation. Background technique [0002] Among the application scenarios of the intelligent response system, the most extensive application scenario is intelligent customer service, which establishes a fast and effective technical means based on natural language for the communication between enterprises and massive users. In the intelligent customer service answering method, the intent recognition model is used to identify the user's intent, and the identified user intent is used as a condition for entering the answering scene, and the answering scene is filled with rhetorical questions according to the scene requirements. The model re-recognizes the scene and completes slot filling, and finally gets the answer. [0003] However, general customer service robots do not perf...

AI Technical Summary

Problems solved by technology

[0003] However, general customer service robots do not perform satisfactorily when faced with questions from users in specific fields. For example, students and parents ask questions about financial policies in colleges and universities. First, it is difficult for intelligent customer service to accurately identify professional vocabulary in specific fields. Not in place, followed by the lack of sufficient data support and data analysis capabilities when responding. Since different universities have different policies for the same matter, how to process a large amount of policy data and accurately locate the policies that users need is to improve the accuracy of intelligent customer service responses. Two problems need to be solved

Images