The invention relates to the technical field of voice recognition, in particular to a voice interaction
system and method for customer service based on
artificial intelligence, and the
system comprises a voice input
processing module, an intention classification and routing module, a context dynamic adjustment module, a user
behavior learning module, a multi-level intention fusion module and a final result module. According to the method, a multi-dimensional feature
system is constructed by extracting tone intensity, speech speed frequency and emotional fluctuation amplitude, intention categories, priority weights and confidence scores are generated to realize accurate acquisition of appeals, and dialogue history, context and emotional change dynamic reconstruction path nodes, switching rules and
response time sequences are tracked during interaction. Historical behavior mining preference features,
habit fusion intention relevance, emergency calculation of an optimal strategy, construction of service steps,
resource allocation schemes and execution timelines, adjustment of an interactive interface, a
service process and a feedback mechanism according to multi-
dimensional analysis, guarantee of
differentiated service experience, and improvement of response accuracy and
user satisfaction.