On the basis of the problem that some existing intelligent customer service robots are not intelli-gent enough to effectively solve complex scenes,this paper studies a customer-based intelligent customer service robot with knowledge map and natural language processing as the core technologies.Based on real financial scenarios,the system uses knowledge map and natural language processing technology to realize the automatic identification,accurate understanding problems and accurate answer of the system.The on-line test shows that the system can not only provide high precision reply,but also greatly improve the service efficiency,which can solve 89％of customer service problems,and the man-machine contrast can reach more than 1:200,showing good in the overall operation.
关键词
知识图谱/自然语言理解/场景化/问题理解/客服机器人
Key words
knowledge map/nature language understanding/scenario-based/question answering/custom-er service robot
维普
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