The invention discloses an intelligent customer service method and
system, and the method comprises the steps: carrying out the intention recognition and slot filling of
user input, and obtaining structured intention information; executing dynamic intention management on the structured intention information to obtain a confirmation intention and knowledge enhancement information; executing the
business process based on the confirmation intention, and combining the knowledge enhancement information in the execution process to obtain a business execution result; according to the method, the service logic is solidified through the preset service
processing atlas in the execution engine, and then the illusion content is eradicated through accurate scheduling of the
intelligent agent, so that the reply content is 100% accurate and reliable; business results, dialogue history and enhanced knowledge are fused, reply information is complete and deep, expert-level complete reply is provided, and user experience and
professional degree are improved.