Intelligent question and answer method and AI intelligent customer service system

Abstract

The invention relates to an intelligent question and answer method and an AI intelligent customer service system. The intelligent question and answer method comprises the following steps: entering a first customer service mode, receiving first voice description information from an intelligent terminal, feeding back the first voice description information, and sending the first voice description information to the intelligent terminal; receiving second voice description information from the intelligent terminal, feeding back the second voice description information, and sending the second voice description information to the intelligent terminal; and receiving third voice description information from the intelligent terminal, generating corresponding reply content according to contents of the first voice description information, the second voice description information and the third voice description information, and switching to a second customer service mode. An existing intelligent customer service solution is researched, developed and optimized mainly on the basis of solving domestic requirements, has the problem of insufficient universality after business comes out of the sea, and is difficult to adapt to diversified domestic and foreign service scenes; based on this, the scheme of the invention has the effect of being capable of adapting to diversified domestic and overseas service scenes.

Description

Technical Field

[0001] The present invention relates to the field of enterprise intelligent customer service, and in particular to an intelligent question-answering method and an AI intelligent customer service system. Background Art

[0002] With the changes brought about by artificial intelligence technology, intelligent customer service scenarios have become diversified, and the intelligent customer service market worth hundreds of billions of yuan is ushering in new changes. As a technical service provider serving Party A companies, it is also necessary to adapt to market demand, optimize intelligent customer service solutions, and provide high-quality technical services to Party A companies such as finance, Internet, new retail, and cross-border sellers.

[0003] Since the existing intelligent customer service solutions were promoted to Party A companies, they have been developed and optimized mainly to solve domestic needs. There is a problem of insufficient universality after the business goes overseas. Specifically, the customer service experience obtained by many Party A companies will show disadvantages when serving overseas users, and it is difficult to adapt to diversified domestic and foreign service scenarios. The above factors have led to the fact that many Party A companies in the market are still not satisfied with the existing customer service work, and hope to improve the intelligent customer service system as the "technical service provider" of Party B to make up for the shortcomings of manual foreign language customer service, and then adapt to diversified domestic and foreign service scenarios. Summary of the invention

[0004] The technical problem to be solved by the present invention is: how to design an intelligent question-and-answer solution that can adapt to diversified domestic and international service scenarios.

[0005] In the process of serving Party A's enterprises, the inventors found that many enterprises are seeking to "go overseas and transform" their businesses, and the demand for intelligent customer service teams in the industry is a long-term trend; however, due to the rapid development of the overall demand for enterprises to go overseas, the corresponding foreign language support is not yet perfect, and it is not easy for enterprises to find a satisfactory foreign language customer service team in China. On the one hand, people who are proficient in foreign languages ​​are generally unwilling to engage in customer service work. On the other hand, even if there are people who are proficient in foreign languages ​​and are willing to engage in customer service, most of them find it difficult to flexibly adapt to the current dialogue scene in terms of communication skills (for example, most people who have received a good English education do not know how to empathize with users in the capacity of customer service); therefore, the present invention proposes an intelligent question-and-answer method and an AI intelligent customer service system, which are suitable for ordinary human customer service (without rich industry experience) working in a foreign language customer service team. As long as the ordinary human customer service's foreign language skills are ensured during recruitment, the service effect can be close to that of skilled human customer service when facing overseas users. When necessary, the emotions of overseas users can be appeased and misunderstandings can be effectively avoided, thereby improving Party A's satisfaction with customer service work.

[0006] In a first aspect, the present invention proposes an intelligent question and answer method, which is used in an AI intelligent customer service system, wherein the AI ​​intelligent customer service system is communicatively connected with an intelligent terminal, and the AI ​​intelligent customer service system is used to receive and process a first voice description information and other voice description information from the intelligent terminal. The intelligent question and answer method includes: S1, entering a first customer service mode, receiving a first voice description information from the intelligent terminal, providing feedback on the first voice description information, and sending it to the intelligent terminal; S2, receiving a second voice description information from the intelligent terminal, providing feedback on the second voice description information, and sending it to the intelligent terminal; S3, receiving a third voice description information from the intelligent terminal, generating corresponding reply content according to the contents of the first voice description information, the second voice description information, and the third voice description information, and switching to a second customer service mode.

[0007] Its further technical solution is that S1 enters the first customer service mode, receives the first voice description information from the smart terminal, provides feedback on the first voice description information, and sends it to the smart terminal, including: S101, enters the smart voice mode and initiates a conversation, receives the first voice description information from the smart terminal; S102, generates a first response statement not exceeding a preset number of bytes based on the first voice description information, and concatenates the first response statement with the preset expected commitment statement in a front-to-back order to generate a response plus commitment statement, and sends it to the smart terminal.

[0008] Its further technical solution is that the first response statement of no more than a preset number of bytes is generated based on the first voice description information, and the first response statement is spliced ​​with the preset expected commitment statement in a front-to-back order to generate a response plus commitment statement, which is sent to the smart terminal, including: based on the first voice description information, a first response statement of no more than fifty bytes is generated, and the first response statement is spliced ​​with the preset expected commitment statement in a front-to-back order to generate a response plus commitment statement, which is sent to the smart terminal.

[0009] Its further technical solution is that S2 receives the second voice description information from the smart terminal, provides feedback on the second voice description information, and sends it to the smart terminal, including: S201 receives the second voice description information from the smart terminal, then generates a second response statement not exceeding a preset number of bytes based on the second voice description information, and concatenates the second response statement with the preset supplementary invitation statement in a front-to-back order to generate a response plus supplementary statement, which is sent to the smart terminal.

[0010] Its further technical solution is that the AI ​​intelligent customer service system is not only communicatively connected with the intelligent terminal, but also communicatively connected with the customer service display unit and the customer service input unit; the S3 receives the third voice description information from the intelligent terminal, generates corresponding reply content according to the content of the first voice description information, the second voice description information and the third voice description information, and switches to the second customer service mode, including: S301, receives the third voice description information from the intelligent terminal, adjusts the information sent to the intelligent terminal to the IVR music state, and then merges the first voice description information, the second voice description information and the third voice description information to obtain a comprehensive reply content. combined voice description information; S302, generating a batch of comprehensive reply texts according to the content of the comprehensive voice description information within a first preset time; S303, screening out a preset number of target reply texts from the batch of comprehensive reply texts, and sending them to the customer service display unit; S304, judging whether a confirmation instruction from the customer service input unit is received; S305, if no confirmation instruction from the customer service input unit is received, waiting for a preset interval time, and continuing to execute the previous judgment step; S306, if a confirmation instruction from the customer service input unit is received, stopping the IVR music state, and switching from the intelligent voice mode to the manual service mode.

[0011] Its further technical solution is that the S3 receives the third voice description information from the smart terminal, generates corresponding reply content according to the contents of the first voice description information, the second voice description information and the third voice description information, and switches to the second customer service mode, including: receiving the third voice description information from the smart terminal, adjusting the information sent to the smart terminal to the IVR music state, and then merging the first voice description information, the second voice description information and the third voice description information to obtain comprehensive voice description information; generating a batch of comprehensive reply texts according to the contents of the comprehensive voice description information within a first preset time, and then displaying a two-choice option interface on the customer service display unit, including an option for implementing a screening instruction on the comprehensive reply text, and also including an option for implementing a fusion instruction on the comprehensive reply text; if a screening instruction is received from the customer service input unit, a preset number of target reply texts are screened out from the batch of comprehensive reply texts and sent to the customer service display unit; judging whether a confirmation instruction from the customer service input unit is received; if a confirmation instruction from the customer service input unit is not received, waiting for a preset interval time and continuing to execute the previous judgment step; if a confirmation instruction from the customer service input unit is received, stopping the IVR music state and switching from the intelligent voice mode to the manual service mode.

[0012] Its further technical solution is that after the option of the fusion instruction is selected, any two comprehensive reply texts in the batch of comprehensive reply texts can be fused to obtain a semi-intelligent fusion text; the intelligent question and answer method also includes: if a semi-intelligent fusion text corresponding to the fusion instruction is received from the customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

[0013] In a second aspect, an AI intelligent customer service system is provided, wherein the AI ​​intelligent customer service system is used to execute the intelligent question and answer method as described in the first aspect.

[0014] To sum up, the existing intelligent customer service solutions, since they have been promoted to enterprises, have been mainly developed and optimized based on solving domestic needs. There is a problem of insufficient versatility after the business goes overseas. Specifically, the customer service experience obtained by many Party A companies, on the one hand, will show disadvantages when serving overseas users, and it is difficult to adapt to diversified domestic and foreign service scenarios, and on the other hand, the service effect is not stable and high-quality (due to the high mobility of the industry, most of the manual customer service that matches the intelligent customer service do not have rich industry experience); the above factors have led to the existence of many Party A companies in the market, which are still not satisfied with the existing customer service work, and hope to improve the intelligent customer service system as the "technical service provider" of Party B to make up for the shortcomings of manual foreign language customer service, on the one hand, it can adapt to diversified domestic and foreign service scenarios, and on the other hand, it can present a more stable and high-quality service effect; based on this, the present application proposes an intelligent question-and-answer method and an AI intelligent customer service system, which on the one hand can adapt to diversified domestic and foreign service scenarios, and on the other hand, make the service effect of ordinary manual customer service more stable and high-quality, closer to skilled manual customer service, thereby making it no longer cumbersome to recruit foreign language customer service personnel or screen foreign language customer service suppliers, and it is easier to achieve stable and high-quality service effects when facing overseas users. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and, together with the description, serve to explain the principles of the invention.

[0016] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0017] Figure 1 A flowchart of an intelligent question-answering method provided in an embodiment of the present invention.

[0018] Figure 2 Another flowchart of the intelligent question-answering method provided by an embodiment of the present invention.

[0019] Figure 3 Another flowchart of the intelligent question-answering method provided in an embodiment of the present invention.

[0020] Figure 4 A schematic diagram of the structure of an AI intelligent customer service system provided in an embodiment of the present invention.

[0021] Figure 5 A block diagram of an electronic device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0022] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0023] It should be understood that when used in this specification and the appended claims, the terms "include" and "comprises" indicate the presence of described features, integers, steps, operations, elements and / or components, but do not exclude the presence or addition of one or other features, integers, steps, operations, elements, components and / or combinations thereof.

[0024] It should also be understood that the terms used in the present specification are only for the purpose of describing specific embodiments and are not intended to limit the present invention. As used in the present specification and the appended claims, unless the context clearly indicates otherwise, the singular forms "a", "an" and "the" are intended to include plural forms.

[0025] It should be further understood that the term "and / or" used in the present specification and the appended claims refers to one or any combination and all possible combinations of the associated listed items, and includes these combinations.

[0026] As used in this specification and the appended claims, the term "if" may be interpreted as "when" or "upon" or "in response to determining" or "in response to detecting," depending on the context. Similarly, the phrases "if it is determined" or "if [described condition or event] is detected" may be interpreted as meaning "upon determination" or "in response to determining" or "upon detection of [described condition or event]" or "in response to detecting [described condition or event]," depending on the context.

[0027] Example 1

[0028] See also Figures 1 to 4 , Figure 1The present invention provides a flow chart of an intelligent question-answering method according to an embodiment of the present invention. The present invention provides an intelligent question-answering method, which is used in an AI intelligent customer service system; see Figures 1 to 3 , the intelligent question answering method may be an intelligent foreign language question answering method; see Figure 4 The AI ​​intelligent customer service system may be an AI intelligent foreign language customer service system; the AI ​​intelligent customer service system is communicatively connected to an intelligent terminal, the AI ​​intelligent customer service system is used to receive and process the first voice description information and other voice description information from the intelligent terminal, and the intelligent question-answering method includes:

[0029] S1, entering a first customer service mode, receiving first voice description information from a smart terminal, providing feedback on the first voice description information, and sending the feedback to the smart terminal.

[0030] S2, receiving the second voice description information from the smart terminal, providing feedback on the second voice description information, and sending the feedback to the smart terminal.

[0031] S3, receiving the third voice description information from the intelligent terminal, generating corresponding reply content according to the contents of the first voice description information, the second voice description information, and the third voice description information, and switching to the second customer service mode.

[0032] In one embodiment, the step S1, entering a first customer service mode, receiving first voice description information from a smart terminal, providing feedback on the first voice description information, and sending the feedback to the smart terminal, includes:

[0033] S101, entering the intelligent voice mode and initiating a conversation, receiving first voice description information from the intelligent terminal.

[0034] S102, based on the first voice description information, generates a first response sentence that does not exceed a preset number of bytes, and concatenates the first response sentence with a preset expected commitment sentence in a front-to-back order to generate a response plus commitment sentence, and sends it to the smart terminal.

[0035] In the above scheme, the entering of intelligent voice mode and initiating a conversation can be directly entering the intelligent voice mode and initiating a conversation after the communication is established, or the user can enter the intelligent voice mode after clicking the "confirm button". In one embodiment, the first response statement can be equivalent to "We have fully understood your situation" and expressed in a foreign language; the expected commitment statement as the second half of the sentence can relax the number of bytes (because the focus is on the second half of the sentence), and the specific semantics can be equivalent to "Please describe it in further detail, we will select professional manual answers for you", and expressed in a foreign language; in the response plus commitment statement, the first response statement is the first half of the sentence, and the expected commitment statement is the second half of the sentence, and the two are spliced ​​together and fed back to the user.

[0036] In one embodiment, the generating of a first response statement not exceeding a preset number of bytes based on the first voice description information, and splicing the first response statement with a preset expected commitment statement in a front-to-back order to generate a response plus commitment statement, and sending the statement to the smart terminal, includes:

[0037] A first response sentence of no more than fifty bytes is generated based on the first voice description information, and the first response sentence is concatenated with a preset expected commitment sentence in a front-to-back order to generate a response plus commitment sentence, which is sent to the smart terminal.

[0038] In the above scheme, the process of generating a response plus commitment statement limits the length of the first response statement to no more than fifty bytes. The difference compared with the prior art is that the content of the first half of the sentence is shorter and will not affect the important content of the second half of the sentence. Users using smart terminals can quickly capture the important content of the second half of the sentence, thereby reducing user dissatisfaction with AI voice and enhancing user experience with AI voice.

[0039] In one embodiment, the step S2, receiving the second voice description information from the smart terminal, providing feedback on the second voice description information, and sending the feedback to the smart terminal, includes:

[0040] S201, receiving the second voice description information from the smart terminal, then generating a second response sentence not exceeding a preset number of bytes based on the second voice description information, and concatenating the second response sentence with the preset supplementary invitation sentence in a front-to-back order to generate a response plus supplementary sentence, and sending it to the smart terminal.

[0041] The above scheme includes the first voice description information from the user, the second voice description information from the user, and the third voice description information from the user hereinafter; that is, the user generates the second voice description information according to the response plus commitment statement received; in one embodiment, the second voice description information is received from the smart terminal, and then a second response statement of no more than fifty bytes is generated based on the second voice description information. Furthermore, if the second voice description information is not received, it means that the user may not have the intention to continue the conversation with the AI, and can choose to terminate the intelligent voice mode or hang up. The specific response or processing method is known to those skilled in the art and will not have a substantial impact on the concept of the present invention.

[0042] In one embodiment, see Figure 4, the AI ​​intelligent customer service system is not only connected to the intelligent terminal in communication, but also connected to the customer service display unit and the customer service input unit; S3, receiving the third voice description information from the intelligent terminal, generating corresponding reply content according to the content of the first voice description information, the second voice description information, and the third voice description information, and switching to the second customer service mode, including:

[0043] S301, receiving the third voice description information from the smart terminal, adjusting the information sent to the smart terminal to the IVR music state, and then merging the first voice description information, the second voice description information, and the third voice description information to obtain comprehensive voice description information.

[0044] S302, generating a batch of comprehensive reply texts according to the content of the comprehensive voice description information within a first preset time.

[0045] S303, screening out a preset number of target reply texts from the batch of comprehensive reply texts, and sending them to the customer service display unit.

[0046] S304: Determine whether a confirmation instruction is received from the customer service input unit.

[0047] S305: If no confirmation instruction is received from the customer service input unit, wait for a preset interval time and continue to execute the previous judgment step.

[0048] S306: If a confirmation instruction is received from the customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

[0049] In the above scheme, after the user hears the "response plus supplementary statement", the user expresses the third voice description information according to the content of the response plus supplementary statement; the IVR music state belongs to the state of interactive voice response, that is, light music is used to alleviate the user's waiting mood, and it is also beneficial to enhance the brand image; if the third voice description information is not received, it means that the user may not have the intention to continue the conversation with the AI, then the user can choose to terminate the intelligent voice mode, or choose to hang up. The specific response or processing method is known to those skilled in the art and will not have a substantial impact on the conception of the present invention.

[0050] Furthermore, the step of continuing to execute the previous judgment is to continue to execute the previous step S304; the setting of the first preset time can be set by engineers in this field, and in principle, the user should avoid waiting too long; in addition, with the advancement of AI technology and the optimization and iteration of models, the existing technology can select a sufficiently reasonable model. When the model is reasonable enough, the generation speed of complex information will be faster and will not exceed the first preset time; that is, the first preset time can be redundant and will not limit the content quality of the comprehensive voice description information.

[0051] Furthermore, the batch of comprehensive reply texts can be an integer of more than five, such as five or eight or ten or twenty; the screening out of a preset number of target reply texts, wherein the preset number of screening out can be any number of screening out, preferably between two and five, such as screening out two or screening out three or screening out four or screening out five, so that customer service personnel can screen within a reasonable range and avoid selection difficulties that affect efficiency.

[0052] Furthermore, since the AI ​​intelligent customer service system is communicatively connected with the customer service display unit and the customer service input unit, the customer service personnel sees the target reply text through the customer service display unit, reads and understands it, and then provides feedback through the customer service input unit. Next, it can be determined whether a confirmation instruction from the customer service input unit has been received. In addition, the above process can be supervised and managed by customer service supervisors and customer service managers, or intelligent statistics can be performed in the background to avoid the customer service personnel's feedback time being too long. The mode of supervision or statistics is known in the art and will not have a substantial impact on the present invention.

[0053] In this application, Party A enterprises such as finance, Internet, new retail, and cross-border sellers have a demand for intelligent customer service, and will find technical service providers (superior to traditional customer service teams in terms of intelligence). Technical service providers need to provide overall solutions for Party A enterprises. Therefore, in addition to providing AI intelligent customer service systems (own systems), they also need to provide manual customer service personnel (recruitment or outsourcing); the inventors found in the process of serving Party A enterprises that with the overseas business of Party A enterprises, the service effect of foreign language customer service personnel is difficult to satisfy Party A enterprises. The reason is that it is not easy to recruit skilled manual customer service (knowing foreign languages, knowing how to appease emotions, and willing to engage in customer service work), which is easy to cause user dissatisfaction (users will think that Party A enterprises are poorly managed). Based on this, the scheme described in this application is suitable for ordinary manual customer service (knowing foreign languages ​​but not having rich industry experience) working in foreign language customer service teams. As long as the skills of ordinary manual customer service in foreign languages ​​are ensured during recruitment, the service effect of skilled manual customer service can be close to that of skilled manual customer service when facing overseas users. When necessary, the emotions of overseas users can be appeased and misunderstandings can be effectively avoided, thereby improving the satisfaction of Party A enterprises with customer service work.

[0054] In one embodiment, the S3, receiving the third voice description information from the intelligent terminal, generating corresponding reply content according to the content of the first voice description information, the second voice description information, and the third voice description information, and switching to the second customer service mode, includes:

[0055] S601, receiving the third voice description information from the smart terminal, adjusting the information sent to the smart terminal to the IVR music state, and then merging the first voice description information, the second voice description information, and the third voice description information to obtain comprehensive voice description information.

[0056] S602, generates a batch of comprehensive reply texts according to the content of the comprehensive voice description information within the first preset time, and then displays a two-choice option interface on the customer service display unit, including an option to implement filtering instructions on the comprehensive reply texts, and also includes an option to implement fusion instructions on the comprehensive reply texts.

[0057] S603a, if a screening instruction is received from the customer service input unit, a preset number of target reply texts are screened out from the batch of comprehensive reply texts and sent to the customer service display unit.

[0058] S604a, determining whether a confirmation instruction is received from the customer service input unit.

[0059] S605a, if no confirmation instruction is received from the customer service input unit, wait for a preset interval time and continue to execute the previous judgment step.

[0060] S606a, if a confirmation instruction is received from the customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

[0061] In one embodiment, after the option of the fusion instruction is selected, any two comprehensive reply texts in the batch of comprehensive reply texts can be fused to obtain a semi-intelligent fused text; the intelligent question-answering method further includes:

[0062] S603b: If a semi-intelligent fusion text corresponding to a fusion instruction is received from the customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

[0063] In the above scheme, the customer service display unit displays a two-choice option interface, that is, two options, namely, filtering instructions and fusion instructions, appear for the customer service staff to choose; if the customer service staff chooses the filtering instruction, the steps such as S603a to S606a are continued to be executed; further, the fusion instruction corresponds to the fusion result, and the existing technology can realize the fusion of this process, for example, similar content is merged, and non-similar content is listed one by one according to preset weights or preset rules, which can be realized by technical personnel in this field.

[0064] Furthermore, if the customer service staff selects a fusion instruction, that is, another direction other than S603a, the customer service staff selects two comprehensive reply texts from the batch of comprehensive reply texts, and obtains a semi-intelligent fusion text through fusion; in one embodiment, the semi-intelligent fusion text is more comprehensive than a single comprehensive reply text, and after screening, it is more suitable for the current dialogue scene. Therefore, the role of the semi-intelligent fusion text is to be more suitable for the current dialogue scene than the existing way of replying to users, thereby improving user satisfaction.

[0065] In one embodiment, the present application also proposes an AI intelligent customer service system, which is used to execute the intelligent question-answering method described in any of the above embodiments. The technical effect of the AI ​​intelligent customer service system is that it can adapt to diversified domestic and foreign service scenarios on the one hand, and can present a more stable and high-quality service effect on the other hand.

[0066] To sum up, the existing intelligent customer service solutions, since they have been promoted to enterprises, have been mainly developed and optimized based on solving domestic needs. There is a problem of insufficient versatility after the business goes overseas. Specifically, the customer service experience obtained by many Party A companies, on the one hand, will show disadvantages when serving overseas users, and it is difficult to adapt to diversified domestic and foreign service scenarios, and on the other hand, the service effect is not stable and high-quality (due to the high mobility of the industry, most of the manual customer service that matches the intelligent customer service do not have rich industry experience); the above factors have led to the existence of many Party A companies in the market, which are still not satisfied with the existing customer service work, and hope to improve the intelligent customer service system as the "technical service provider" of Party B to make up for the shortcomings of manual foreign language customer service, on the one hand, it can adapt to diversified domestic and foreign service scenarios, and on the other hand, it can present a more stable and high-quality service effect; based on this, the present application proposes an intelligent question-and-answer method and an AI intelligent customer service system, which on the one hand can adapt to diversified domestic and foreign service scenarios, and on the other hand, make the service effect of ordinary manual customer service more stable and high-quality, closer to skilled manual customer service, thereby making it no longer cumbersome to recruit foreign language customer service personnel or screen foreign language customer service suppliers, and it is easier to achieve stable and high-quality service effects when facing overseas users.

[0067] Example 2

[0068] See also Figure 5 , Figure 5 This is a block diagram of an electronic device provided by the present invention. The electronic device can be a terminal or a server, wherein the terminal can be an electronic device with communication functions such as a smart phone, a tablet computer, a laptop computer, a desktop computer, a personal digital assistant, and a wearable device. The server can be an independent server or a server cluster composed of servers.

[0069] It includes a processor 111 , a communication interface 112 , a memory 113 , and a communication bus 114 , wherein the processor 111 , the communication interface 112 , and the memory 113 communicate with each other via the communication bus 114 .

[0070] The memory 113 is used to store computer programs.

[0071] In one embodiment of the present invention, the processor 111 is used to implement the method provided by any one of the aforementioned method embodiments when executing the program stored in the memory 113 .

[0072] It should be understood that in the embodiment of the present application, the processor 111 may be a central processing unit (CPU), and the processor 502 may also be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. Among them, the general-purpose processor may be a microprocessor or the processor may also be any conventional processor, etc.

[0073] It is understood by those skilled in the art that all or part of the processes in the method for implementing the above embodiment can be completed by instructing the relevant hardware through a computer program. The computer program can be stored in a storage medium, which is a computer-readable storage medium. The computer program is executed by at least one processor in the computer system to implement the process steps of the embodiment of the above method.

[0074] Therefore, an embodiment of the present invention further provides a computer-readable storage medium having a computer program stored thereon, and when the computer program is executed by a processor, the steps of the method provided in any one of the aforementioned method embodiments are implemented.

[0075] The storage medium is a physical, non-transient storage medium, such as a USB flash drive, a mobile hard disk, a read-only memory (ROM), a magnetic disk, or an optical disk, etc., which can store program codes. The computer-readable storage medium can be non-volatile or volatile.

[0076] Those of ordinary skill in the art will appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the composition and steps of each example have been generally described in the above description according to function. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions, but such implementation should not be considered to be beyond the scope of the present invention.

[0077] In the several embodiments provided by the present invention, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are only schematic. For example, the division of each unit is only a logical function division, and there may be other division methods in actual implementation. For example, units or components can be combined or integrated into another system, or some features can be ignored or not executed.

[0078] The steps in the method of the embodiment of the present invention can be adjusted in order, combined and deleted according to actual needs. The units in the device of the embodiment of the present invention can be combined, divided and deleted according to actual needs. In addition, the functional units in the various embodiments of the present invention can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.

[0079] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a storage medium. Based on this understanding, the technical solution of the present invention is essentially or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions for a computer device (which can be a personal computer, terminal, or network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention.

[0080] In the above embodiments, the description of each embodiment has its own emphasis. For parts that are not described in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0081] Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include these modifications and variations.

[0082] The above is only a specific embodiment of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can easily think of various equivalent modifications or replacements within the technical scope disclosed by the present invention, and these modifications or replacements should be included in the protection scope of the present invention. Therefore, the protection scope of the present invention shall be based on the protection scope of the claims.

Claims

1. An intelligent question-answering method, characterized in that: The method is used in an AI intelligent customer service system, the AI ​​intelligent customer service system is connected to a smart terminal for communication, the AI ​​intelligent customer service system is used to receive and process first voice description information and other voice description information from the smart terminal, and the intelligent question-answering method includes: S1, entering a first customer service mode, receiving first voice description information from a smart terminal, providing feedback on the first voice description information, and sending the feedback to the smart terminal; S2, receiving the second voice description information from the smart terminal, providing feedback on the second voice description information, and sending it to the smart terminal; S3, receiving the third voice description information from the intelligent terminal, generating corresponding reply content according to the contents of the first voice description information, the second voice description information, and the third voice description information, and switching to the second customer service mode.

2. The intelligent question-answering method according to claim 1, characterized in that: The step S1, entering the first customer service mode, receiving the first voice description information from the smart terminal, providing feedback on the first voice description information, and sending the feedback to the smart terminal, includes: Entering the intelligent voice mode and initiating a conversation, receiving the first voice description information from the intelligent terminal; A first response statement not exceeding a preset number of bytes is generated based on the first voice description information, and the first response statement is concatenated with a preset expected commitment statement in a front-to-back order to generate a response plus commitment statement, which is sent to the smart terminal.

3. The intelligent question-answering method according to claim 2, characterized in that: The method of generating a first response statement not exceeding a preset number of bytes based on the first voice description information, and splicing the first response statement with a preset expected commitment statement in a front-to-back order to generate a response plus commitment statement, and sending the statement to the smart terminal, includes: A first response sentence of no more than fifty bytes is generated based on the first voice description information, and the first response sentence is concatenated with a preset expected commitment sentence in a front-to-back order to generate a response plus commitment sentence, which is sent to the smart terminal.

4. The intelligent question-answering method according to claim 3, characterized in that: The step S2, receiving the second voice description information from the smart terminal, feeding back the second voice description information, and sending it to the smart terminal, includes: Receive the second voice description information from the smart terminal, then generate a second response sentence that does not exceed a preset number of bytes based on the second voice description information, and concatenate the second response sentence with the preset supplementary invitation sentence in a front-to-back order to generate a response plus supplementary sentence, which is sent to the smart terminal.

5. The intelligent question-answering method according to claim 4, characterized in that: The AI ​​intelligent customer service system is not only connected to the intelligent terminal in communication, but also connected to the customer service display unit and the customer service input unit; S3, receiving the third voice description information from the intelligent terminal, generating corresponding reply content according to the content of the first voice description information, the second voice description information, and the third voice description information, and switching to the second customer service mode, including: receiving the third voice description information from the smart terminal, adjusting the information sent to the smart terminal to the IVR music state, and then merging the first voice description information, the second voice description information, and the third voice description information to obtain comprehensive voice description information; Generating batches of comprehensive reply texts according to the content of the comprehensive voice description information within a first preset time; Filtering a preset number of target reply texts from the batch of comprehensive reply texts and sending them to the customer service display unit; Determining whether a confirmation instruction is received from a customer service input unit; If no confirmation instruction is received from the customer service input unit, wait for a preset interval time and continue to execute the previous judgment step; If a confirmation instruction is received from the customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

6. The intelligent question-answering method according to claim 4, characterized in that: The step S3, receiving the third voice description information from the intelligent terminal, generating corresponding reply content according to the content of the first voice description information, the second voice description information, and the third voice description information, and switching to the second customer service mode, includes: receiving the third voice description information from the smart terminal, adjusting the information sent to the smart terminal to the IVR music state, and then merging the first voice description information, the second voice description information, and the third voice description information to obtain comprehensive voice description information; Generate a batch of comprehensive reply texts according to the content of the comprehensive voice description information within a first preset time, and then display a two-choice option interface on the customer service display unit, including an option for implementing a screening instruction on the comprehensive reply texts and an option for implementing a fusion instruction on the comprehensive reply texts; If a screening instruction is received from the customer service input unit, a preset number of target reply texts are screened out from the batch of comprehensive reply texts and sent to the customer service display unit; Determining whether a confirmation instruction is received from a customer service input unit; If no confirmation instruction is received from the customer service input unit, wait for a preset interval time and continue to execute the previous judgment step; If a confirmation instruction is received from the customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

7. The intelligent question-answering method according to claim 6, characterized in that: After the option of the fusion instruction is selected, any two comprehensive reply texts in the batch of comprehensive reply texts can be fused to obtain a semi-intelligent fused text; the intelligent question-answering method also includes: If a semi-intelligent fusion text corresponding to a fusion instruction is received from a customer service input unit, the IVR music state is stopped and the intelligent voice mode is switched to the manual service mode.

8. An AI intelligent customer service system, characterized in that: The AI ​​intelligent customer service system is used to execute the intelligent question and answer method as described in any one of claims 1 to 7.

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