The invention discloses a customer
service optimization method and
system based on generative
artificial intelligence, and relates to the technical field of
artificial intelligence, and the method comprises the steps: reading the retention parcel attribute and retention duration, and setting a reminding short message sending frequency and configuring a sending
time zone in combination with the site load and the historical average
pickup duration of a user; retrieving a sample
data set from a parcel operation
database based on the user portrait and a preset parcel taking association factor; training a generative
artificial intelligence model by using the sample data, and constructing a
pickup probability predictor; and in the short message sending
time zone, a predictor is used for optimizing and determining an optimal time node corresponding to the maximum predicted
pickup probability, and a reminding short message is sent to a user. Therefore, the technical effects of accurate reminding, improvement of
processing efficiency and improvement of user experience are achieved.