Intelligent customer service dialogue method and apparatus, electronic device, and medium

Abstract

This application discloses an intelligent customer service dialogue method, device, electronic device, and storage medium, comprising: acquiring a user's intelligent customer service dialogue trigger request and user-side information associated with the request; performing intelligent intent recognition on the dialogue trigger request, extracting semantic features from the request and matching them with a preset intent library to determine the user's consultation intent type and intent recognition confidence level; matching a corresponding intelligent customer service dialogue strategy based on the consultation intent type and intent recognition confidence level; displaying an intelligent customer service dialogue interface in the instant messaging application, and conducting intelligent interaction with the user based on the matched intelligent customer service dialogue strategy; detecting scene features during the intelligent interaction process, determining whether the conditions for transferring to a human customer service representative are met, and if so, transferring the user to a human customer service account associated with the consultation intent type, while maintaining information exchange between the intelligent interaction context and the human customer service session.

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