Intelligent customer service interaction method and system

Through multi-modal emotion analysis technology combining text, voice and facial expression information, the dialogue strategies and response methods of intelligent customer service are dynamically adjusted, solving the shortcomings of existing intelligent customer service in emotional recognition and dialogue management, and achieving higher user satisfaction and service quality.

CN119721058AActive Publication Date: 2025-03-28GUANGDONG JINTUO INFORMATION TECHNOLOGY CO LTD
5 Cites 6 Cited by

Patent Information

Application Number
CN202411787229.4
Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
Filing Date
2024-12-06
Publication Date
2025-03-28
Estimated Expiration
2044-12-06

AI Technical Summary

Technical Problem

Existing intelligent customer service relies on single modal data in emotional recognition, and cannot fully and accurately capture the real emotional state of users, and dialogue management lacks a dynamic adjustment mechanism.

Method used

Through multimodal sentiment analysis technology, combining text, voice and facial expression information, comprehensive sentiment scores are calculated, and dialogue strategies and response methods are dynamically adjusted according to the scores to build a dialogue context map to support real-time optimization.

Benefits of technology

It improves the accuracy and robustness of emotional recognition, enhances the consistency and consistency of conversations, improves user satisfaction and service quality, and reduces customer service costs.

✦ Generated by Eureka AI based on patent content.
Patent Text Reader

Abstract

The invention discloses an intelligent customer service interaction method and system, and relates to the technical field of intelligent customer service interaction, and the method comprises the steps: obtaining a user request; calculating a comprehensive emotion score through multi-modal emotion analysis based on a user request; according to the comprehensive emotion score, classifying the user emotion state, according to a classification result, initializing a dialogue context, and constructing a dialogue context graph; dynamically adjusting the response mode of the intelligent customer service according to the emotional state and the user question in the dialogue context graph, and collecting the feedback information of the user; and dynamically adjusting the dialogue strategy based on the feedback information of the user and the dialogue context. According to the method, the emotion state of the user can be comprehensively captured from multiple aspects such as texts, voices and facial expressions through multi-modal emotion analysis, so that the accuracy and robustness of emotion recognition are improved, a reliable basis is provided for subsequent dialogue management and response modes, and the experience satisfaction degree and the service quality of the user are improved.
Need to check novelty before this filing date? Find Prior Art