Intelligent operation and maintenance customer service system based on large model and implementation method

By adopting large-model-based technology in the intelligent operation and maintenance customer service system, the problem that existing systems are difficult to meet the various needs of customers is solved, and fast, accurate and humanized services are achieved, and multiple rounds of dialogue and multi-modal information processing capabilities are improved.

CN119693009APending Publication Date: 2025-03-25欧冶工业品股份有限公司
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Patent Information

Application Number
CN202411800718.9
Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
Filing Date
2024-12-09
Publication Date
2025-03-25

AI Technical Summary

Technical Problem

The existing intelligent operation and maintenance customer service system is difficult to provide customers with services quickly, accurately and humanely, and cannot meet the various needs of customers' self-service questions and self-service data analysis. It has poor multi-round dialogue capabilities and cannot understand multi-modal information such as pictures and videos.

Method used

The intelligent operation and maintenance customer service system based on large models is adopted, including front-end pages, identity/emotion recognition modules, inquiry reception and processing modules, intelligent reasoning and reply modules, etc., semantic analysis and reply through large language models, self-attention mechanisms and abstract generation models are added, and multimodal information processing is supported.

Benefits of technology

It has achieved rapid, accurate and humane services to customers, met the customer's self-service number of questions and self-service data analysis needs, improved the ability to understand and process multi-modal information such as pictures and videos, and improved the overall performance of the customer service system.

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Abstract

The invention provides an intelligent operation and maintenance customer service system based on a large model and an implementation method, and the system comprises a front-end page which is used for providing an interaction platform and comprises a webpage consultation window and a mobile terminal consultation window; the identity / emotion recognition module is used for recognizing the personal information of the login person and realizing service range control according to the recognized personal information of the login person; recognizing the current emotion tendency of the consultant according to the obtained consultation information, and judging whether to trigger the intelligent customer service robot or not according to the recognized current emotion tendency or personal information of the consultant; the inquiry receiving and processing module is used for acquiring consultation information and performing semantic analysis on the acquired consultation information to obtain an analysis result, and the large model pushes the analysis result to the corresponding intelligent reasoning and replying module according to the analysis result; and the intelligent reasoning and replying module is used for correspondingly replying the consultation information by the intelligent customer service robot based on the large language model.
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