The invention is suitable for the field of intelligent wearing, and provides an intelligent customer appeal screening and answering method and
system based on an intelligent chest card, and the method comprises the steps: collecting and transmitting customer voice information in real time; converting the customer voice information into appeal text information, and synchronously analyzing the real-time emotional state of the customer; analyzing the appeal text information in multiple dimensions to generate key appeal content; searching and matching answer information of the key appeal content based on a pre-constructed knowledge reserve
library, and performing emotion
adaptation adjustment on the answer information according to the real-time emotion state of the customer; based on the key appeal content, generating an intelligent chest
card association feedback action; according to the method and the
system, the service
response time is greatly shortened,
service personnel can quickly obtain key appeals and respond in time, and the
service efficiency is improved; through accurate
sentiment analysis and adaptive answering, sentiment
resonance with the customer is enhanced, the customer experience is optimized, and the
service quality is promoted to be continuously improved.