Intelligent customer service response method and device, electronic equipment and medium

Abstract

This application provides an intelligent customer service response method, device, electronic device, and medium, belonging to the field of artificial intelligence technology and applicable to the financial and medical fields. The method includes: extracting features of dialogue questions acquired based on the current time step; extracting features of business interaction data; acquiring historical question-and-answer features from the previous time step based on the current time step; performing question intent reasoning based on the dialogue question features, business interaction features, and historical question-and-answer features to obtain the target question intent; and generating a target question response strategy based on the target question intent to respond to the dialogue question. This application, by combining business interaction features and historical question-and-answer features to capture the implicit intent of the question, and generating a target question response strategy based on the question intent to respond to the dialogue question, can generate proactive guidance response content that matches the user's actual needs and business scenarios, improving the accuracy of intelligent customer service responses.

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