The invention discloses a
knowledge base-based customer service auxiliary decision-making
system, and relates to the technical field of customer service auxiliary decision-making, and the
system comprises the steps: carrying out the
voice activity detection of incoming call audio, and calculating the
signal-to-
noise ratio and one-way time
delay of a current session; based on a pre-calibrated selection
time parameter set and a logarithmic relationship, obtaining selection time under different candidate suggested number; calculating a re-speaking
time cost in combination with the
signal-to-
noise ratio, and determining a time
delay penalty according to the one-way time
delay; in a preset suggested number range, the selection time, the re-speaking
time cost, the one-way time delay and the time delay penalty are synthesized into a unified
time cost, and the hit income which is progressively decreased from margins along with the increase of the suggested number is introduced to determine the optimal suggested number; and shrinking the optimal number of suggestions under the session comfort time delay constraint to obtain a final number of suggestions, and retrieving and intercepting a suggestion set consistent with the final number of suggestions from the
knowledge base document. According to the method, the suggestion scale can be adaptively controlled when the
noise environment and the time delay condition dynamically change, and the customer service handling efficiency is improved.