The invention relates to the technical field of
artificial intelligence, and discloses an intelligent after-sales customer service method and
system and a storage medium, and the intelligent after-sales customer service method comprises the following steps: S101, determining an operation moment and an operation type; s102, determining upper and lower bounds of a time window; step S103, calculating a time priori density and a time priori
mask; step S104, determining an event moment; step S105, outputting answer probability distribution; and S106, when the answer confidence is lower than the
lower limit of the answer probability or the observation duration is smaller than the upper limit of the time window, outputting the additional shooting duration, otherwise, outputting the customer service answer. According to the method,
response delay after equipment operation is accurately modeled, time
delay distribution is predicted and a time window is determined based on equipment meta-information and an operation type, time prior density and a
mask are injected into an attention mechanism, constraint evidence is retrieved to an
effective time period, and irrelevant interference and evidence obtaining in a wrong time period are avoided.