Intelligent customer service method and system

By performing intent recognition and slot filling on user input, combined with dynamic intent management and knowledge enhancement, and utilizing the WorkFlow engine and agents to execute business processes, the unpredictability and limited usability of LLM are solved, enabling accurate and reliable responses and end-to-end automated services in the intelligent customer service system.

CN121724632APending Publication Date: 2026-03-24FEIYOU TECH CO LTD
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Patent Information

Application Number
CN202511885498.9
Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
Filing Date
2025-12-15
Publication Date
2026-03-24

AI Technical Summary

Technical Problem

Existing intelligent customer service systems based on Large Language Models (LLM) suffer from unpredictable and unstable responses, and are unable to proactively call internal enterprise API interfaces or access structured business databases, resulting in unreliable responses and limited usability.

Method used

By recognizing intent and filling slots, structured intent information is generated. Combined with dynamic intent management and knowledge enhancement, the WorkFlow engine and agents are used to execute business processes, call business interfaces or manipulate business data, and generate accurate and reliable responses.

Benefits of technology

It achieves 100% accuracy and reliability in response content, provides expert-level complete answers, enhances user experience and professionalism, and realizes end-to-end automated service from consultation to processing.

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Abstract

The invention discloses an intelligent customer service method and system, and the method comprises the steps: carrying out the intention recognition and slot filling of user input, and obtaining structured intention information; executing dynamic intention management on the structured intention information to obtain a confirmation intention and knowledge enhancement information; executing the business process based on the confirmation intention, and combining the knowledge enhancement information in the execution process to obtain a business execution result; according to the method, the service logic is solidified through the preset service processing atlas in the execution engine, and then the illusion content is eradicated through accurate scheduling of the intelligent agent, so that the reply content is 100% accurate and reliable; business results, dialogue history and enhanced knowledge are fused, reply information is complete and deep, expert-level complete reply is provided, and user experience and professional degree are improved.
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