Intelligent customer service supervision and regulation system based on artificial intelligence for internet of things industry

Abstract

The application discloses an intelligent customer service supervision regulation and control system based on artificial intelligence for the Internet of Things industry, and belongs to the technical field of customer service supervision regulation and control; and is used to solve the technical problem that the intelligent customer service for the Internet of Things industry in the prior art cannot implement targeted service and service supervision according to different Internet of Things devices and service characteristics, and cannot perform targeted regulation and control in different dimensions by mining and evaluating service supervision data; all local service supervision processing data obtained according to different intelligent customer service supervision are subjected to data processing and analysis of customer service states, the customer service states corresponding to different intelligent customer services are determined, and targeted optimization regulation and control are adaptively implemented on different intelligent customer services; all local service supervision processing data obtained according to different Internet of Things product type supervision are subjected to data processing and analysis of product service states, the product service states corresponding to different Internet of Things product types are determined, and targeted optimization regulation and control are adaptively implemented on different Internet of Things product types.

Description

TECHNICAL FIELD

[0001] The application relates to the technical field of customer service supervision and regulation, and particularly relates to an Internet of Things (IoT) industry intelligent customer service supervision and regulation system based on artificial intelligence. BACKGROUND

[0002] Intelligent customer service in the IoT industry is a solution that uses advanced technologies such as artificial intelligence (AI), natural language processing (NLP), and big data analysis to provide customer service. It can automatically handle customer inquiries, technical support requests, and other service needs, especially in scenarios involving IoT devices and systems.

[0003] Compared with other industries, intelligent customer service in the IoT industry has some unique characteristics and challenges, which are mainly due to the characteristics of IoT technology and the types of devices and services it serves. Most existing IoT industry intelligent customer service supervision systems still rely on users describing problems, and then customer service personnel search for corresponding problems based on user descriptions to provide responses. However, these systems do not arrange corresponding professional customer service personnel in advance based on the characteristics of all IoT devices and services used by the target, and do not monitor and analyze service effectiveness or conduct autonomous optimization and regulation. Therefore, there is a need for IoT industry intelligent customer service that can provide targeted services and service supervision for different IoT devices and service characteristics, and conduct mining and evaluation of service supervision data to implement targeted regulation in different dimensions. SUMMARY

[0004] The purpose of the present application is to provide an IoT industry intelligent customer service supervision and regulation system based on artificial intelligence, which can solve the technical problem that existing solutions cannot provide targeted services and service supervision for different IoT devices and service characteristics, and cannot conduct mining and evaluation of service supervision data to implement targeted regulation in different dimensions.

[0005] The purpose of the present application can be achieved by the following technical solutions:

[0006] The IoT industry intelligent customer service supervision and regulation system based on artificial intelligence includes a customer service local supervision and processing analysis module, which is used to preprocess requests from users requesting customer service, match corresponding professional customer service personnel for the users based on the preprocessed data, and supervise the service, process and analyze the service data of the matched customer service personnel to obtain local service supervision and processing data.

[0007] The customer service supervision analysis and regulation module is configured to perform data processing and analysis on customer service states based on all local service supervision processing data obtained by different intelligent customer service supervision, determine customer service states corresponding to different intelligent customer service, and adaptively implement targeted optimization and regulation on different intelligent customer service according to the customer service states.

[0008] The IoT product type supervision analysis and regulation module is configured to perform data processing and analysis on product service states based on all local service supervision processing data obtained by different IoT product type supervision, determine product service states corresponding to different IoT product types, and adaptively implement targeted optimization and regulation on different IoT product types according to the product service states.

[0009] Preferably, the user of the customer making the request is identified, and the IoT devices and services corresponding to the user are obtained according to the identification result, and the user is matched with a corresponding professional customer service according to the IoT devices and services used by the user, and the user is dialoged with the matched customer service, and the service data of the matched customer service is processed;

[0010] When the user's subsequent consultation IoT product corresponding solution result is obtained, the solution result is analyzed according to the solution result, the verified abnormality in the solution result and the pre-judgment abnormality obtained when the user consults are analyzed through an abnormality matching analysis model, and a corresponding abnormality matching value YP is outputted;

[0011] The abnormality matching value includes a numerical value of 0, 1 or 2.

[0012] Preferably, the first normal service total number corresponding to the IoT product type is increased by one according to the abnormality matching value with the numerical value of 0, and the second normal service total number corresponding to the matched customer service is increased by one;

[0013] The first local abnormal service total number corresponding to the IoT product type is increased by one according to the abnormality matching value with the numerical value of 1, and the second local abnormal service total number corresponding to the matched customer service is increased by one, and the single consultation abnormality flag corresponding to the IoT product type and the matched customer service is set to T / 2; T is the total consultation time corresponding to the user after the user ends the customer service dialogue;

[0014] The first overall abnormal service total number corresponding to the IoT product type is increased by one according to the abnormality matching value with the numerical value of 2, and the second overall abnormal service total number corresponding to the matched customer service is increased by one, and the single consultation abnormality flag corresponding to the IoT product type and the matched customer service is set to T;

[0015] The abnormal matching value obtained by processing is combined with the analysis of the total number of different services obtained, and the local service supervision processing data between the user and the corresponding matching customer service is obtained.

[0016] Preferably, according to the data processing and analysis of the service state of the different intelligent customer services in the customer service dimension according to all the local service supervision processing data obtained by supervision, the second normal service total number, the second local abnormal service total number and the second overall abnormal service total number corresponding to the intelligent customer service are obtained by sequentially obtaining all the local service supervision processing data corresponding to the supervision of all the consulting users of different intelligent customer services, and performing traversal statistics on all the local service supervision processing data. The customer service state value KFi corresponding to different intelligent customer services is calculated by the formula ; wherein i is the different numbered intelligent customer service, i = 1, 2, 3, …, n; n is a positive integer; y1 and y2 are different proportion coefficients, y1 and y2 are both in (0, 1), and y1 + y2 = 1; a is the first weight coefficient, and is a real number greater than 1; NE1 i and NE2 i are the second local abnormal service total number and the second overall abnormal service total number corresponding to different intelligent customer services, respectively; NEBi is the abnormal service total number standard value corresponding to different intelligent customer services; EBi is the total value of the consulting abnormal flag corresponding to different intelligent customer services; EB0i is the consulting abnormal flag standard value corresponding to different intelligent customer services.

[0017] Preferably, the customer service state value is analyzed to determine the customer service state corresponding to different intelligent customer services.

[0018] According to the customer service state value less than 1, the intelligent customer service is associated with the normal customer service state, and the intelligent customer service is marked as the first customer service.

[0019] According to the customer service state value greater than or equal to 1 and less than 2, the intelligent customer service is associated with the mild abnormal customer service state, and the intelligent customer service is marked as the second customer service.

[0020] According to the customer service state value greater than 2, the intelligent customer service is associated with the severe abnormal customer service state, and the intelligent customer service is marked as the third customer service.

[0021] Preferably, the targeted customer service local optimization control scheme is implemented for all the second customer services, and the targeted customer service overall optimization control scheme is implemented for all the third customer services.

[0022] Preferably, when performing data processing and analysis of product type dimension service state of different Internet of Things product types according to all local service supervision processing data obtained by supervision, all local service supervision processing data corresponding to different Internet of Things product types is sequentially obtained, and all local service supervision processing data is traversed and counted to obtain the first total number of normal services, the first total number of local abnormal services and the first total number of overall abnormal services corresponding to the Internet of Things product type, and the product service state value CFj corresponding to different Internet of Things product types is calculated by the formula

[0023] Preferably, data analysis is performed on the product service state value to determine the product service state corresponding to different Internet of Things product types.

[0024] According to the product service state value less than 1, the product service state of the Internet of Things product type is determined to be normal, and the Internet of Things product type is marked as the first product type.

[0025] According to the product service state value greater than or equal to 1 and less than 2, the product service state of the Internet of Things product type is determined to be mildly abnormal, and the Internet of Things product type is marked as the second product type.

[0026] According to the product service state value greater than 2, the product service state of the Internet of Things product type is determined to be severely abnormal, and the Internet of Things product type is marked as the third product type.

[0027] Preferably, a targeted Internet of Things product type service local optimization regulation scheme is implemented for all second product types, and a targeted Internet of Things product type service overall optimization regulation scheme is implemented for all third product types.

[0028] Preferably, the expression of the abnormal matching analysis model is ​

[0029]

[0030] Compared with the prior art, the present application has the following beneficial effects:

[0031] The present application can realize the supervision and digital representation of the product type of the Internet of Things and the service state corresponding to the matched service of the user, and can provide reliable local service supervision processing data support for subsequent service state mining analysis and regulation and control.

[0032] The present application can realize the supervision and digital representation of the product type of the Internet of Things and the service state corresponding to the matched service of the user, and can provide reliable local service supervision processing data support for subsequent service state mining analysis and regulation and control.

[0033] The present application can realize the supervision and digital representation of the product type of the Internet of Things and the service state corresponding to the matched service of the user, and can provide reliable local service supervision processing data support for subsequent service state mining analysis and regulation and control. BRIEF DESCRIPTION OF DRAWINGS

[0034] The present application will be further described below in conjunction with the accompanying drawings.

[0035] Figure 1 The flowchart of the operation of the present application based on the artificial intelligence of the intelligent service supervision and regulation system of the Internet of Things industry. DETAILED DESCRIPTION

[0036] The technical solutions in the embodiments of the present application will be described clearly and completely below in conjunction with the accompanying drawings. Obviously, the described embodiments are only a part of the embodiments of the present application, not all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative labor are within the scope of protection of the present application.

[0037] As Figure 1 shown, the application is an intelligent customer service supervision and regulation system for the Internet of Things industry based on artificial intelligence, which includes a customer service local supervision processing analysis module, a customer service supervision analysis and regulation module, and an Internet of Things product type supervision analysis and regulation module.

[0038] The customer service local supervision processing analysis module is used to preprocess the request of the user requesting customer service, match the corresponding professional customer service of the user according to the preprocessing data, and supervise the service, process and analyze the service data of the matched customer service, and obtain the local service supervision processing data; including:

[0039] The user requesting the request is identified, the user's account can be automatically matched and the user's used Internet of Things equipment and services are obtained, the user's used Internet of Things equipment and services need to be registered and bound in advance, and the corresponding Internet of Things used equipment and services of the user are obtained according to the identification result, and the corresponding professional customer service is matched and dialogued according to the user's Internet of Things used equipment and services, and the service data of the matched customer service is processed;

[0040] Among them, different intelligent customer service sets a corresponding Internet of Things equipment standard range and Internet of Things service standard range in advance, and the Internet of Things equipment standard range and Internet of Things service standard range set by different intelligent customer service in advance can be determined according to different intelligent customer service corresponding historical service data and professional skill data, and by setting corresponding Internet of Things equipment standard range and Internet of Things service standard range for different intelligent customer service in advance, reliable multi-dimensional standard data support can be provided for subsequent different users to put forward different Internet of Things problems for targeted matching and answering;

[0041] The supervision obtains the Internet of Things product type consulted by the user and its corresponding pre-judgment exception, the Internet of Things product type includes Internet of Things equipment and Internet of Things service, which is selected and confirmed by the user, the pre-judgment exception is determined by the intelligent customer service according to the user's description, and the corresponding consultation total time length after the user ends the customer service dialogue is obtained, the unit of the consultation total time length is minute, and the solution result corresponding to the consulted Internet of Things product of the user is obtained, which is counted and uploaded by the actual operation engineer after solving the Internet of Things product type of the user;

[0042] In addition, the Internet of Things equipment includes but is not limited to sensor, actuator, Internet of Vehicles, smart home equipment; the Internet of Things service includes but is not limited to connection management service, device management platform (DMP), security service, cloud service platform;

[0043] When analyzing the customer service consultation service state of the user according to the solution result, the verification exception in the solution result and the pre-judgment exception obtained when the user is consulted are analyzed through an exception matching analysis model, and a corresponding exception matching value YP is output;

[0044] The expression of the exception matching analysis model is

[0045]

[0046] The exception matching value contains a numerical value of 0, 1 or 2;

[0047] It should be noted that the pre-judgment exception obtained when the user is consulted is analyzed to digitally represent the Internet of Things product type when the user is consulted and the service state corresponding to the matched customer service;

[0048] According to the exception matching value with a numerical value of 0, the first total number of normal services corresponding to the Internet of Things product type is increased by one, and the second total number of normal services corresponding to the matched customer service is increased by one;

[0049] According to the exception matching value with a numerical value of 1, the first total number of local exception services corresponding to the Internet of Things product type is increased by one, and the second total number of local exception services corresponding to the matched customer service is increased by one, while the single consultation exception flag corresponding to the Internet of Things product type and the matched customer service is set to T / 2; T is the total consultation time corresponding to the user after the customer service conversation ends;

[0050] According to the exception matching value with a numerical value of 2, the first total number of overall exception services corresponding to the Internet of Things product type is increased by one, and the second total number of overall exception services corresponding to the matched customer service is increased by one, while the single consultation exception flag corresponding to the Internet of Things product type and the matched customer service is set to T;

[0051] The exception matching value obtained is sorted and combined with different service total numbers obtained through analysis to obtain local service supervision processing data between the user and the corresponding matched customer service;

[0052] In the embodiment of the application, the user requesting customer service is preprocessed, the corresponding professional customer service of the user is matched and supervised according to the preprocessing data, and the service data of the matched customer service is processed and analyzed, which can realize supervision and digital representation of the Internet of Things product type when the user is consulted and the service state corresponding to the matched customer service, and can provide reliable local service supervision processing data support for subsequent service state mining analysis and regulation in different dimensions.

[0053] The customer service supervision analysis and regulation module is configured to perform data processing and analysis on the customer service state based on all local service supervision processing data obtained by different intelligent customer service supervision, determine the customer service state corresponding to different intelligent customer service, and adaptively implement targeted optimization and regulation on different intelligent customer service according to the customer service state; and includes:

[0054] When performing data processing and analysis on the customer service dimension service state of different intelligent customer service based on all local service supervision processing data obtained by supervision, all local service supervision processing data corresponding to the supervision of all consultation users of different intelligent customer service is sequentially obtained, and all local service supervision processing data is traversed and counted to obtain the second normal service total number, the second local abnormal service total number and the second overall abnormal service total number corresponding to the intelligent customer service, and the customer service state value KFi corresponding to different intelligent customer service is calculated by the formula ; in the formula, i is the number of different intelligent customer service, i = 1, 2, 3, …, n; n is a positive integer, which is the total number of all intelligent customer service; y1 and y2 are different proportion coefficients, y1 and y2 both belong to (0, 1), and y1 + y2 = 1, y1 can take the value of 0.316, and y2 can take the value of 0.684; a is the first weight coefficient, which is a real number greater than 1, and can take the value of 1.43; NE1 i and NE2 i are the second local abnormal service total number and the second overall abnormal service total number corresponding to different intelligent customer service respectively; NEBi is the abnormal service total number standard value corresponding to different intelligent customer service; EBi is the consultation abnormal flag total value corresponding to different intelligent customer service, which is obtained by summing all single consultation abnormal flags corresponding to different intelligent customer service; EB0i is the consultation abnormal flag standard value corresponding to different intelligent customer service; the abnormal service total number standard value and the consultation abnormal flag standard value corresponding to different intelligent customer service can be determined according to the actual application requirements of the actual application scene, or can be determined according to the pre-test data of the actual application scene;

[0055] The customer service state value is used to integrate and calculate the local supervision processing data of the intelligent customer service corresponding to different users, and to digitally represent the corresponding customer service state.

[0056] The customer service state value is analyzed to determine the customer service state corresponding to different intelligent customer service.

[0057] According to the customer service state value less than 1, the intelligent customer service is associated with the normal customer service state, and the intelligent customer service is marked as the first customer service.

[0058] According to the customer service state value greater than or equal to 1 and less than 2, the intelligent customer service is associated with the mild abnormal customer service state, and the intelligent customer service is marked as the second customer service.

[0059] associate the intelligent customer service with the customer service state abnormality according to the customer service state value greater than 2, and mark the intelligent customer service as a third customer service;

[0060] implement a targeted customer service local optimization regulation scheme on all the second customer services, and implement a targeted customer service overall optimization regulation scheme on all the third customer services;

[0061] The customer service local optimization regulation scheme can be on-the-job professional training and professional evaluation examination for the second customer service, and the customer service overall optimization regulation scheme can be off-the-job professional training and professional evaluation examination for the third customer service.

[0062] In the embodiment of the application, the data processing and analysis of the customer service state are performed according to all the local service supervision processing data obtained by different intelligent customer service supervision, the customer service state corresponding to different intelligent customer services is determined, and the different intelligent customer services are adaptively implemented with targeted optimization regulation according to the customer service state, thereby realizing the mining analysis and regulation management of the local service data of the intelligent customer service of the Internet of Things industry from the customer service dimension, and providing customer service supervision processing data support for subsequent product type dimension supervision and regulation, and improving the diversity and availability of the customer service dimension supervision processing data utilization.

[0063] The Internet of Things product type supervision analysis and regulation module is used for performing data processing and analysis of product service state according to all the local service supervision processing data obtained by different Internet of Things product type supervision, determining the product service state corresponding to different Internet of Things product types, and adaptively implementing targeted optimization regulation on different Internet of Things product types according to the product service state.

[0064] When the data processing and analysis of the product service state of the product type dimension are performed according to all the local service supervision processing data obtained by supervision, all the local service supervision processing data corresponding to the supervision of different Internet of Things product types are sequentially obtained, and all the local service supervision processing data are traversed and counted to obtain the first normal service total number, the first local abnormal service total number and the first overall abnormal service total number corresponding to the Internet of Things product type, and the formula The product service state value CFj corresponding to different Internet of Things product types is calculated; in the formula, j is different numbered Internet of Things product types, j=1, 2, 3, …, m; m is a positive integer, which is the total number of all Internet of Things product types; c1 and c2 are different proportion coefficients, both of which belong to (0, 1), and c1+c2=1, c1 can take the value of 0.451, and c2 can take the value of 0.549; β is a second weight coefficient, which is a real number greater than 1, and can take the value of 1.86; NY1j and NY2j are the second local abnormal service total number and the second overall abnormal service total number corresponding to different Internet of Things product types respectively; NYBj is the abnormal service total number standard value corresponding to different Internet of Things product types; YBj is the total value of the consulting abnormal flag corresponding to different Internet of Things product types; YB0j is the consulting abnormal flag standard value corresponding to different Internet of Things product types; NR1j and NR2j are the second customer service total number and the third customer service total number associated with different Internet of Things product types respectively; NRZj is the total number of all customer services associated with different Internet of Things product types; Aj is the customer service abnormal rate standard value associated with different Internet of Things product types; the abnormal service total number standard value, the consulting abnormal flag standard value, and the customer service abnormal rate standard value can be determined according to the actual application requirements of the actual application scene, or can be determined according to the pre-test data of the actual application scene; max() is the maximum value in different real numbers;

[0065] The product service state value is used to integrate and calculate all local service supervision processing data corresponding to the Internet of Things product type, so as to digitally represent the product service state corresponding thereto.

[0066] It is worth noting that the product service state value also performs simultaneous calculation on the calculation and analysis data of the customer service state value on the basis of the calculation method of the customer service state value, realizes diversified data integration and calculation of the product service state, and can effectively improve the reliability and diversity of the product service state analysis of the Internet of Things product type.

[0067] The product service state value is analyzed to determine the product service state corresponding to different Internet of Things product types.

[0068] According to the product service state value less than 1, the product service state of the associated Internet of Things product type is normal, and the Internet of Things product type is marked as the first product type.

[0069] According to the product service state value greater than or equal to 1 and less than 2, the product service state of the associated Internet of Things product type is slightly abnormal, and the Internet of Things product type is marked as the second product type.

[0070] The product service state value greater than 2 is regarded as a heavy abnormality of the product service state of the product type of the Internet of Things, and the product type of the Internet of Things is marked as a third product type;

[0071] The local optimization and regulation scheme of the product type service of the Internet of Things is implemented for all the second product types, and the overall optimization and regulation scheme of the product type service of the Internet of Things is implemented for all the third product types;

[0072] The local optimization and regulation scheme of the product type service of the Internet of Things can be specifically a local rule modification and supplement based on the existing product type service scheme of the Internet of Things.

[0073] The overall optimization and regulation scheme of the product type service of the Internet of Things can be specifically an overall rule modification and supplement based on the existing product type service scheme of the Internet of Things.

[0074] In the embodiment of the application, the data processing and analysis of the product service state are performed according to all the local service supervision processing data obtained according to the supervision of different product types of the Internet of Things, the product service state corresponding to different product types of the Internet of Things is determined, and the optimization and regulation of different product types of the Internet of Things are adaptively implemented according to the product service state, so that the mining analysis and regulation management of the local service data of the product type of the Internet of Things are realized from the product type dimension, and the diversity and availability of the supervision processing data utilization of the product type dimension are improved.

[0075] In addition, the formula involved in the above is calculated by removing the dimension and taking the numerical value, and is obtained by software simulation based on a large amount of collected data.

[0076] In the several embodiments of the present application, it should be understood that the disclosed system can be implemented in other ways. For example, the above-described application embodiments are only illustrative, and the division of the modules is only a logical function division, and another division mode can be used in actual implementation.

[0077] The modules described as separate components can or can not be physically separated, and the components shown as modules can or can not be physical modules, and can be located in one place or distributed on multiple network modules. Part or all of the modules can be selected according to actual needs to achieve the purpose of the embodiment scheme.

[0078] In addition, the function modules in each embodiment of the present application can be integrated in one processing module, or each module can exist physically, or two or more modules can be integrated in one module. The above integrated module can be realized in the form of hardware or in the form of hardware plus software function module.

[0079] It is apparent for a person skilled in the art that the present application is not limited to the details of the above-described exemplary embodiments, but that the present application can be implemented in other concrete forms without departing from the essential characteristics of the present application.

[0080] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present application but not to limit the present application, and although the present application has been described in detail with reference to the preferred embodiments, those ordinarily skilled in the art should understand that the technical solutions of the present application can be modified or equivalently replaced without departing from the spirit and scope of the technical solutions of the present application.

Claims

1. An artificial intelligence-based Internet of Things industry intelligent customer service supervision and regulation system, characterized in that, The customer service supervision processing analysis module is configured to preprocess the request of the user requesting customer service, match the user with a corresponding professional customer service according to the preprocessed data, and supervise the service, process and analyze the service data of the matched customer service, and obtain local service supervision processing data; The identity of the user requesting customer service is identified, and the corresponding Internet of Things used equipment and services of the user are obtained according to the identity recognition result, and the user is matched with a corresponding professional customer service according to the Internet of Things used equipment and services of the user, and the service data of the matched customer service is processed; The type of the Internet of Things product consulted by the user and the corresponding pre-judgment anomaly are obtained, and the corresponding total consultation time after the user ends the customer service conversation is obtained, and the solution result of the subsequent consultation of the Internet of Things product of the user is analyzed according to the solution result, and the solution result is analyzed by the anomaly matching analysis model according to the pre-judgment anomaly obtained when the user consults, and the corresponding anomaly matching value YP is output; The anomaly matching value includes 0, 1 or 2; According to the anomaly matching value with a value of 0, the first normal service total number of the corresponding Internet of Things product type is increased by one, and the second normal service total number of the corresponding matched customer service is increased by one; According to the anomaly matching value with a value of 1, the first local anomaly service total number of the corresponding Internet of Things product type is increased by one, and the second local anomaly service total number of the corresponding matched customer service is increased by one, and the single consultation anomaly flag of the corresponding Internet of Things product type and the corresponding matched customer service is set to T / 2; T is the total consultation time after the user ends the customer service conversation; According to the anomaly matching value with a value of 2, the first overall anomaly service total number of the corresponding Internet of Things product type is increased by one, and the second overall anomaly service total number of the corresponding matched customer service is increased by one, and the single consultation anomaly flag of the corresponding Internet of Things product type and the corresponding matched customer service is set to T; The anomaly matching value obtained by processing is sorted and combined with different service total numbers obtained by analysis to obtain local service supervision processing data between the user and the corresponding matched customer service; The customer service supervision analysis and control module is configured to process and analyze the customer service state according to all local service supervision processing data obtained by different intelligent customer service supervision, determine the customer service state corresponding to different intelligent customer service, and adaptively implement targeted optimization and control on different intelligent customer service according to the customer service state; In the data processing and analysis of the service state of different intelligent customer service according to all local service supervision processing data obtained by supervision, all local service supervision processing data corresponding to the supervision of all consulting users of different intelligent customer service is obtained in sequence, and all local service supervision processing data is traversed and counted to obtain the second normal service total number, the second local abnormal service total number and the second overall abnormal service total number corresponding to the intelligent customer service, and the customer service state value KFi corresponding to different intelligent customer service is calculated by the formula The customer service state value KFi corresponding to different intelligent customer service is calculated; in the formula, i is the different numbered intelligent customer service, i=1, 2, 3, …, n; n is a positive integer; y1 and y2 are different proportion coefficients, y1 and y2 both belong to (0, 1), and y1+y2=1; α is the first weight coefficient, and is a real number greater than 1; NE1i and NE2i are the second local abnormal service total number and the second overall abnormal service total number corresponding to different intelligent customer service respectively; NEBi is the abnormal service total number standard value corresponding to different intelligent customer service; EBi is the consulting abnormality mark total value corresponding to different intelligent customer service; EB0i is the consulting abnormality mark standard value corresponding to different intelligent customer service; The Internet of Things product type supervision analysis and control module is configured to process and analyze the product service state according to all local service supervision processing data obtained by different Internet of Things product type supervision, determine the product service state corresponding to different Internet of Things product type, and adaptively implement targeted optimization and control on different Internet of Things product type according to the product service state. 2.The AI-based IoT industry intelligent customer service supervision and regulation system according to claim 1, characterized in that, The customer service state value is analyzed to determine the customer service state corresponding to different intelligent customer service; According to the customer service state value less than 1, the intelligent customer service is associated with a normal customer service state, and the intelligent customer service is marked as a first customer service; According to the customer service state value greater than or equal to 1 and less than 2, the intelligent customer service is associated with a mild abnormal customer service state, and the intelligent customer service is marked as a second customer service; According to the customer service state value greater than 2, the intelligent customer service is associated with a severe abnormal customer service state, and the intelligent customer service is marked as a third customer service. 3.The AI-based IoT industry intelligent customer service supervision regulation system of claim 2, wherein, A targeted customer service local optimization control scheme is implemented for all second customer services, and a targeted customer service overall optimization control scheme is implemented for all third customer services.

4. The artificial intelligence-based Internet of Things industry intelligent customer service supervision regulation system according to claim 2, characterized in that, In the data processing and analysis of the product type dimension service state of different Internet of Things product types according to all local service supervision processing data obtained by supervision, all local service supervision processing data corresponding to supervision of different Internet of Things product types is sequentially obtained, and all local service supervision processing data is traversed and counted to obtain the first total number of normal services, the first total number of local abnormal services and the first total number of overall abnormal services corresponding to the Internet of Things product type, and the product service state value CFj corresponding to the Internet of Things product type is calculated through the formula ; in the formula, j is the number of different Internet of Things product types, j = 1, 2, 3, …, m. m is a positive integer; c1 and c2 are different proportional coefficients, c1 and c2 both belong to (0, 1), and c1+c2=1; β is a second weight coefficient, and is a real number greater than 1; NY1j and NY2j are respectively a second local abnormal service total number and a second overall abnormal service total number corresponding to different Internet of Things product types; NYBj is an abnormal service total number standard value corresponding to different Internet of Things product types; YBj is a consultation abnormality flag total value corresponding to different Internet of Things product types; YB0j is a consultation abnormality flag standard value corresponding to different Internet of Things product types; NR1j and NR2j are respectively a second customer service total number and a third customer service total number associated with different Internet of Things product types; NRZj is a total number of all customer services associated with different Internet of Things product types; Aj is a customer service abnormality rate standard value associated with different Internet of Things product types; max() is a maximum value of different real numbers. 5.The AI-based IoT industry intelligent customer service supervision regulation system according to claim 4, characterized in that, The product service state value is analyzed to determine the product service state corresponding to different Internet of Things product types; According to the product service state value less than 1, the product service state associated with the Internet of Things product type is normal, and the Internet of Things product type is marked as a first product type; According to the product service state value greater than or equal to 1 and less than 2, the product service state associated with the Internet of Things product type is mildly abnormal, and the Internet of Things product type is marked as a second product type; According to the product service state value greater than 2, the product service state associated with the Internet of Things product type is severely abnormal, and the Internet of Things product type is marked as a third product type. 6.The AI-based IoT industry intelligent customer service supervision regulation system according to claim 5, characterized in that, A targeted Internet of Things product type service local optimization control scheme is implemented for all second product types, and a targeted Internet of Things product type service overall optimization control scheme is implemented for all third product types. 7.The AI-based IoT industry intelligent customer service supervision regulation system of claim 1, wherein, An expression of the abnormality matching analysis model is .

Images