The invention relates to the technical field of customer service robots, and provides an intelligent customer
service robot dialogue method and a
knowledge base management system thereof.The intelligent customer
service robot dialogue method comprises the steps that user intention recognition and information collection are achieved through a multi-round dialogue guiding module, and the module extracts keywords and analyzes
sentence pattern structures through a
natural language processing technology; if the intention is fuzzy, a question chasing mechanism is triggered to narrow the answering range, a standard answer is retrieved from a structured
knowledge base through a
knowledge base matching module on the basis of an intention recognition result, and the knowledge base comprises an FAQ base, a scene base and a
case base and supports multi-mode output of texts, pictures, videos and the like. The intention of a user is accurately recognized through
natural language processing and a questioning mechanism, and information collection is accelerated through an interactive menu and a form. A multi-
modal knowledge base is combined with BERT semantic retrieval to improve the answer matching degree, and language style
adaptation scenes are dynamically switched. The fuzzy matching
algorithm judges the problem solving condition, and the process is automatically switched or restarted when the problem is not solved.