CN112561609A - Billing software intelligent customer service robot service method and system - Google Patents
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Abstract
The disclosure relates to a billing software intelligent customer service robot service method and system. According to the technical scheme, each taxpayer is allocated to each second pair of telephone robot service or allocated to the first pair of telephone robot service according to the tax number, when a taxpayer belonging to one second pair of telephone robot service puts forward a question, the second pair of telephone robot calls a second knowledge base corresponding to the second pair of telephone robot to inquire the answer of the question, and if the answer is not found, the first knowledge base of a headquarter company is called to search the answer. Therefore, according to the technical scheme provided by the disclosure, the plurality of knowledge bases are divided into the first knowledge base and the plurality of second knowledge bases, after the taxpayer corresponding to the second knowledge base puts forward a question, when the answer of the question cannot be obtained by calling the second knowledge base, the first knowledge base can be called to search the answer of the question, and the ordered sharing of the knowledge bases is realized, so that the maintenance cost of the (second) knowledge base is reduced, and the development of the intelligent customer service application of the billing software is promoted.
Description
Technical Field
The disclosure relates to the technical field of electronic invoices, in particular to an intelligent customer service robot service method and system for invoicing software.
Background
With the rapid development of artificial intelligence technology, tax payment services are stepping into the intelligent era of "internet + tax". The invoicing software is one of software tools for providing invoice service, not only supports invoice management, but also can improve invoicing efficiency of invoicing personnel, and can effectively help taxpayers to solve invoice detail inquiry and other problems. According to incomplete statistics, the average monthly taxpayer visit rate of the billing software is up to 80+ ten thousand. The intelligent customer service robot has a huge visit amount, and a plurality of consultation problems far exceed the question and answer service capability provided by artificial customer service, so the intelligent customer service robot is produced.
The application scenarios of the intelligent customer service robot of the current billing software are as follows: intelligent customer service robots have been deployed at headquarters companies for billing software and at multiple regional companies across the country. Companies deploying intelligent customer service robots all have a set of knowledge bases, the knowledge bases are independent of each other and cannot be accessed, and the knowledge bases are maintained respectively, so that the labor maintenance cost is high, and the development of the intelligent customer service application of billing software is restricted.
Disclosure of Invention
The invention aims to provide an intelligent billing software customer service robot service method and system capable of orderly sharing a plurality of knowledge bases so as to reduce the maintenance cost of the knowledge bases and promote the development of intelligent billing software customer service application.
In order to achieve the above object, the present disclosure provides a billing software intelligent service robot service method, applied to a billing software intelligent service robot service system, where the billing software intelligent service robot service system includes a first pair of phone robots and a plurality of second pair of phone robots, the first pair of phone robots corresponds to a first knowledge base, each of the second pair of phone robots corresponds to a second knowledge base, and the second knowledge bases corresponding to the second conversation robots are different from each other, the method includes:
the billing software intelligent customer service robot service system determines a target conversation robot serving the taxpayer according to the tax number of the taxpayer;
under the condition that the target dialogue robot is a second dialogue robot, the target dialogue robot receives the question of the taxpayer, and calls a second knowledge base corresponding to the target dialogue robot to search the answer of the question;
and the target dialogue robot calls the first knowledge base to search the answer of the question under the condition that the second knowledge base corresponding to the target dialogue robot is called to search the answer of the question.
Optionally, the method further comprises:
and under the condition that the target dialogue robot calls a second knowledge base corresponding to the target dialogue robot and does not find the answer to the question, marking the question as a question to be learned of the second knowledge base to be maintained regularly.
Optionally, the method further comprises:
and under the condition that the target dialogue robot is a first dialogue robot, the target dialogue robot receives the question of the taxpayer and calls the first knowledge base to search the answer of the question.
Optionally, the method further comprises:
and when the target dialogue robot calls the first knowledge base and does not find the answer to the question, replying the taxpayer according to the linguistics of the first knowledge base, and marking the question as a to-be-learned question of the first knowledge base to be maintained periodically.
Optionally, the method further comprises:
the target session robot receives the taxpayer's question, invokes a cold-talk knowledge base to determine whether the question is a cold-talk problem, and transmits cold-talk words corresponding to the cold-talk problem to the taxpayer, in the case of determining that the question is a cold-talk problem.
The present disclosure also provides a billing software intelligent customer service robot service system, including a first pair of telephone robots and a plurality of second pair of telephone robots, the first pair of telephone robots corresponds to a first knowledge base, each of the second pair of telephone robots corresponds to a second knowledge base, and the second knowledge bases corresponding to each of the second conversation robots are different from each other;
the billing software intelligent customer service robot service system is used for determining a target conversation robot serving the taxpayer according to the tax number of the taxpayer;
and under the condition that the target conversation robot is a second conversation robot, the second pair of phone robots are used for receiving the question of the taxpayer, calling a second knowledge base corresponding to the second pair of phone robots to search the answer of the question, and under the condition that the second knowledge base corresponding to the conversation robot is called and the answer of the question is not searched, calling the first knowledge base to search the answer of the question.
Optionally, the second pair of phone robots includes a routing module, a question-answering module, and a remote interaction module;
the routing module is used for receiving the question of the taxpayer and sending the question to the question-answering module;
the question-answering module is used for calling a second knowledge base corresponding to the second phone pair robot to search answers of the questions;
the routing module is further used for sending the question to a remote interaction module under the condition that the answer to the question is not found by calling a second knowledge base corresponding to the conversation robot;
and the remote interaction module is used for calling the first knowledge base to search the answer of the question.
Optionally, the second pair of handset robots further comprises a cold talk module;
and a cold-talk module for receiving the taxpayer's question, calling a cold-talk knowledge base to determine whether the question is a cold-talk problem, and transmitting cold-talk words corresponding to the cold-talk problem to the taxpayer, in case of determining that the question is a cold-talk problem.
The present disclosure also provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the above-described method.
The present disclosure also provides an electronic device, comprising:
a memory having a computer program stored thereon;
a processor for executing the computer program in the memory to implement the steps of the above method.
Through the technical scheme, each taxpayer is allocated to each second pair of telephone robot service or allocated to the first pair of telephone robot service according to the tax number, each second conversation robot can correspond to each regional company, the first conversation robot can correspond to a headquarter company, when the taxpayer belonging to one second pair of telephone robot service provides a question, the second pair of telephone robot calls a second knowledge base corresponding to the second pair of telephone robot to inquire the answer of the question, and if the answer is not found in the second knowledge base, the first knowledge base of the headquarter company is called to search the answer. Therefore, according to the technical scheme provided by the disclosure, the plurality of knowledge bases are divided into the first knowledge base and the plurality of second knowledge bases, after the taxpayer corresponding to the second knowledge base puts forward a question, when the answer of the question cannot be obtained by calling the second knowledge base, the first knowledge base can be called to search the answer of the question, and the ordered sharing of the knowledge bases is realized, so that the maintenance cost of the (second) knowledge base is reduced, and the development of the intelligent customer service application of the billing software is promoted.
Additional features and advantages of the disclosure will be set forth in the detailed description which follows.
Drawings
The accompanying drawings, which are included to provide a further understanding of the disclosure and are incorporated in and constitute a part of this specification, illustrate embodiments of the disclosure and together with the description serve to explain the disclosure without limiting the disclosure. In the drawings:
fig. 1 is a flowchart of a billing software intelligent customer service robot service method provided by an embodiment of the present disclosure.
Fig. 2 is a block diagram of an intelligent customer service robot service system of billing software according to an embodiment of the present disclosure.
Fig. 3 is a block diagram of a second pair of phone robots provided by an embodiment of the present disclosure.
Fig. 4 is a block diagram of another second pair of phone robots provided by embodiments of the present disclosure.
Fig. 5 is a block diagram of an electronic device provided by an embodiment of the present disclosure.
Detailed Description
The following detailed description of specific embodiments of the present disclosure is provided in connection with the accompanying drawings. It should be understood that the detailed description and specific examples, while indicating the present disclosure, are given by way of illustration and explanation only, not limitation.
The embodiment of the disclosure provides an intelligent customer service robot service method for billing software. The billing software intelligent customer service robot service method is applied to a billing software intelligent customer service robot service system, and the billing software intelligent customer service robot service system comprises a first pair of telephone robots and a plurality of second pair of telephone robots. The first pair of phone robots corresponds to a first knowledge base. Each second pair of telephone robots corresponds to a second knowledge base, and the second knowledge bases corresponding to the second conversation robots are different from each other. The first pair of telephone robots and the first knowledge base correspond to a headquarters company, and are managed and maintained by the headquarters company. Each second pair of handset robots and second knowledge base corresponds to, i.e., is managed and maintained by, each regional company. The first knowledge base can be used as a basic knowledge base of each second knowledge base, namely, each second knowledge base adds knowledge required to be learned by each regional company on the basis of the first knowledge base. The headquarter company can check the second knowledge bases of the regional companies at any time, and the knowledge arbitrarily quoted from the second knowledge bases supplements the first knowledge base.
Fig. 1 shows a flow chart of the billing software intelligent service robot service method. As shown in fig. 1, the method includes:
step S11, the billing software intelligent customer service robot service system determines a target dialogue robot serving the taxpayer according to the tax number of the taxpayer.
Since the tax number of the taxpayer is unique, each taxpayer can be assigned to each regional company management or to the headquarter company management in advance according to the tax number (wherein, the assignment to the headquarter company management may be directly to the headquarter company management, or may be considered to be assigned to the headquarter company management for taxpayers not assigned to each regional company management). The method comprises the steps that after a taxpayer opens invoicing software, a tax number is input, when the taxpayer puts forward a problem, the invoicing software intelligent customer service robot service system determines an area company or a headquarter company serving the taxpayer according to the tax number of the taxpayer, and as a first pair of phone robots and each second pair of phone robots respectively correspond to the headquarter company or each area company, a target conversation robot serving the taxpayer can be determined. The target conversation robot is a first conversation robot or a second conversation robot corresponding to a headquarter company or an area company serving the taxpayer.
Step S12, if the target dialogue robot is a second dialogue robot, the target dialogue robot receives the question of the taxpayer, and calls a second knowledge base corresponding to the target dialogue robot to search for an answer to the question.
And when the target dialogue robot is a second dialogue robot, namely the taxpayer is allocated to a certain regional company for management, the target dialogue robot receives the question of the taxpayer and calls a second knowledge base corresponding to the regional company to search the answer of the question. The second knowledge base is prestored with a plurality of question-answer pairs, and each question-answer pair comprises at least one question and an answer corresponding to the at least one question.
Step S13, when the target dialogue robot does not find the answer to the question, the target dialogue robot invokes the first knowledge base to find the answer to the question.
And under the condition that the target dialogue robot does not find the answer to the question in the second knowledge base corresponding to the target dialogue robot, namely under the condition that the target dialogue robot does not find the answer in the second knowledge base of the regional company serving the taxpayer, calling the first knowledge base of the headquarter company to find the answer to the question.
The billing software intelligent customer service robot service system is assumed to comprise a first pair of telephone robots and two second pair of telephone robots, wherein the two second pair of telephone robots are respectively marked as a second conversation robot A and a second pair of telephone robots B. The first pair of telephone robots corresponds to the first knowledge base and the headquarters company, the second pair of telephone robots a corresponds to the second knowledge base a and the regional company a, and the second pair of telephone robots B corresponds to the second knowledge base B and the regional company B, and the described scenarios of step S11, step S12, and step S13 are as follows:
after a taxpayer enters the billing software, the intelligent customer service robot service system of the billing software can identify that the taxpayer belongs to the regional company A according to the tax number because the tax number is unique, when the taxpayer asks a question, the second conversation robot A calls the second knowledge base A of the regional company A, and if the answer of the question cannot be matched in the second knowledge base A, the answer is searched in the first knowledge base.
After another taxpayer enters the billing software, the intelligent customer service robot service system of the billing software can identify that the taxpayer belongs to the regional company B according to the tax number because the tax number is unique, when the taxpayer asks a question, the second conversation robot B calls the second knowledge base B of the regional company B, and if the answer of the question cannot be matched in the second knowledge base B, the answer is searched in the first knowledge base.
Through the technical scheme, each taxpayer is allocated to each second pair of telephone robot service or allocated to the first pair of telephone robot service according to the tax number, each second conversation robot can correspond to each regional company, the first conversation robot can correspond to a headquarter company, when the taxpayer belonging to one second pair of telephone robot service provides a question, the second pair of telephone robot calls a second knowledge base corresponding to the second pair of telephone robot to inquire the answer of the question, and if the answer is not found in the second knowledge base, the first knowledge base of the headquarter company is called to search the answer. Therefore, according to the technical scheme provided by the disclosure, the plurality of knowledge bases are divided into the first knowledge base and the plurality of second knowledge bases, after the taxpayer corresponding to the second knowledge base puts forward a question, when the answer of the question cannot be obtained by calling the second knowledge base, the first knowledge base can be called to search the answer of the question, and the ordered sharing of the knowledge bases is realized, so that the maintenance cost of the (second) knowledge base is reduced, and the development of the intelligent customer service application of the billing software is promoted.
Optionally, the method further comprises:
and under the condition that the target dialogue robot calls a second knowledge base corresponding to the target dialogue robot and does not find the answer to the question, marking the question as a question to be learned of the second knowledge base to be maintained regularly.
By the technical scheme, for the problem proposed by the taxpayer, when the second knowledge base has no answer, the problem is marked as the problem to be learned of the second knowledge base to be maintained regularly, so that the second knowledge base is expanded by aiming at the problem acquisition, and the development of the intelligent customer service application of the billing software is promoted.
Optionally, the method further comprises:
and under the condition that the target dialogue robot is a first dialogue robot, the target dialogue robot receives the question of the taxpayer and calls the first knowledge base to search the answer of the question.
When the target interactive robot is the first interactive robot, that is, the taxpayer is assigned to the headquarter company management (may be directly assigned to the headquarter company management, or may be considered to be assigned to the headquarter company management as to the taxpayer not assigned to each regional company management), the first interactive robot corresponding to the headquarter company calls the first knowledge base corresponding to the headquarter company to inquire about the answer to the question when the taxpayer presents the question. By the technical scheme, partial taxpayers can inquire answers through the first phone robot pair and the first knowledge base of the headquarter company, and the workload of regional companies is reduced.
Optionally, the method further comprises:
and when the target dialogue robot calls the first knowledge base and does not find the answer to the question, replying the taxpayer according to the linguistics of the first knowledge base, and marking the question as a to-be-learned question of the first knowledge base to be maintained periodically.
The word of the linguistics may be a unified reply word in which no answer is found in the first knowledge base, for example, "not good meaning, failing to help you, strengthening learning in the later stage of i, expecting to reply you next time", and the like. By the technical scheme, for the problems proposed by the taxpayers, when the first knowledge base has no answer, the taxpayers are replied by the bottom-of-the-pocket dialect, so that the customer satisfaction degree is improved; and the problem is marked as the problem to be learned of the first knowledge base to be maintained regularly, so that the first knowledge base is expanded by aiming at the problem acquisition, and the development of the intelligent customer service application of the billing software is promoted.
Optionally, the method further comprises:
the target session robot receives the taxpayer's question, invokes a cold-talk knowledge base to determine whether the question is a cold-talk problem, and transmits cold-talk words corresponding to the cold-talk problem to the taxpayer, in the case of determining that the question is a cold-talk problem.
In order to increase the interest and intelligence of the billing software intelligent customer service robot service system, it can increase the cold-talk function in the first pair of phone-handling robots and a plurality of second pair of phone-handling robots, it can match the problem of taxpayer with the cold-talk problem in the cold-talk knowledge base, and send the cold-talk words corresponding to the said cold-talk problem to the taxpayer in case of determining the said problem as the cold-talk problem. For example, when a taxpayer sends a cold-talk question of "how today's weather", the first conversation robot or the second conversation robots call the cold-talk knowledge base to send the weather conditions of today such as "today's little rain, 10 to 15 ℃, breeze, remember to give the taxpayer a cold-talk word with an umbrella". For another example, when a taxpayer sends a cold-talk question of "happy today", the first conversation robot or the second conversation robots call a cold-talk knowledge base to send a cold-talk word to the taxpayer as "your happy is a motive of i going forward".
Optionally, the method further comprises:
and the target dialogue robot replies the answer of the question searched by the first knowledge base to the taxpayer.
That is, after the target dialogue robot finds the answer to the question in the first knowledge base, the answer to the question is replied to the taxpayer.
Based on the inventive concept, the embodiment of the disclosure also provides an intelligent customer service robot service system for billing software. As shown in fig. 2, the billing software intelligent service robot service system includes: a first pair of telephone robots 10 and a plurality of second conversation robots 20. The first pair of phone robots 10 corresponds to a first knowledge base. Each of the second conversation robots 20 corresponds to one second knowledge base and the second knowledge bases corresponding to each of the second conversation robots 20 are different from each other.
The billing software intelligent customer service robot service system is used for determining a target conversation robot serving the taxpayer according to the tax number of the taxpayer.
When the target conversation robot is a second conversation robot 20, the second conversation robot 20 is configured to receive the question of the taxpayer, call a second knowledge base corresponding to the second pair of phone robots 20 to search for an answer to the question, and call the first knowledge base to search for an answer to the question when the second knowledge base corresponding to the conversation robot is called and the answer to the question is not found.
Through the technical scheme, each taxpayer is allocated to each second pair of phone robots 20 for service or allocated to the first pair of phone robots 10 for service according to the tax number, each second pair of phone robots 20 can correspond to each regional company, each first pair of phone robots 10 can correspond to a headquarter company, when the taxpayer belonging to the service of one second pair of phone robots 20 puts forward a question, the second pair of phone robots 20 call a second knowledge base corresponding to the second pair of phone robots 20 to inquire the answer of the question, and if the answer is not found in the second knowledge base, the first knowledge base of the headquarter company is called to search the answer. Therefore, according to the technical scheme provided by the disclosure, the plurality of knowledge bases are divided into the first knowledge base and the plurality of second knowledge bases, after the taxpayer corresponding to the second knowledge base puts forward a question, when the answer of the question cannot be obtained by calling the second knowledge base, the first knowledge base can be called to search the answer of the question, and the ordered sharing of the knowledge bases is realized, so that the maintenance cost of the (second) knowledge base is reduced, and the development of the intelligent customer service application of the billing software is promoted.
Optionally, in a case where the target conversation robot is the first conversation robot 10, the first conversation robot 10 receives the question of the taxpayer, and calls the first knowledge base to search for an answer to the question.
When the target interactive robot is the first interactive robot 10, that is, the taxpayer is assigned to the headquarter company management (may be directly assigned to the headquarter company management, or may be considered to be assigned to the headquarter company management as to the taxpayer not assigned to the respective regional company management), the first pair of telephone robots 10 corresponding to the headquarter company call the first knowledge base corresponding to the headquarter company to inquire about the answer to the question when the taxpayer presents the question. By the technical scheme, part of taxpayers can inquire answers through the first pair of phone robots 10 and the first knowledge base of the headquarter company, and the workload of regional companies is reduced.
Optionally, the first pair of phone robots 10 is further configured to reply to the taxpayer according to the linguistics of the first knowledge base and mark the question as a to-be-learned question of the first knowledge base to be maintained periodically, in a case that the answer to the question is not found by calling the first knowledge base.
Optionally, the second pair of phone robots 20 is further configured to reply to the taxpayer according to the linguistics of the first knowledge base and mark the question as a to-be-learned question of the first knowledge base to be maintained periodically, in a case that the answer to the question is not found by calling the first knowledge base.
The word of the linguistics may be a unified reply word in which no answer is found in the first knowledge base, for example, "not good meaning, failing to help you, strengthening learning in the later stage of i, expecting to reply you next time", and the like. By the technical scheme, for the problems proposed by the taxpayers, when the first knowledge base has no answer, the taxpayers are replied by the bottom-of-the-pocket dialect, so that the customer satisfaction degree is improved; and the problem is marked as the problem to be learned of the first knowledge base to be maintained regularly, so that the first knowledge base is expanded by aiming at the problem acquisition, and the development of the intelligent customer service application of the billing software is promoted.
Optionally, the first pair of phone robots 10 is further configured to reply the answer to the question searched by the first knowledge base to the taxpayer.
Optionally, the second pair of phone robots 20 is further configured to reply the answer to the question searched by the first knowledge base to the taxpayer.
Optionally, as shown in fig. 3, the second dialogue robot 20 includes a routing module 11, a question-answering module 13, and a remote interaction module 15.
The routing module 11 is configured to receive the question of the taxpayer, and send the question to the question-answering module 13.
The question-answering module 13 is configured to invoke a second knowledge base corresponding to the second pair of phone robots 20 to search for answers to the questions.
The routing module 11 is further configured to send the question to the remote interaction module 15 when the second knowledge base corresponding to the conversation robot is called and the answer to the question is not found.
The remote interaction module 15 is configured to invoke the first knowledge base to search for an answer to the question.
Optionally, as shown in fig. 4, the second pair of telephone robots 20 further includes a cold-talk module 17.
And the cold-talk module 17 for receiving the taxpayer's question, calling a cold-talk knowledge base to determine whether the question is a cold-talk problem, and transmitting cold-talk words corresponding to the cold-talk problem to the taxpayer, in case of determining that the question is a cold-talk problem.
In order to increase the interest and intelligence of the billing software intelligent customer service robot service system, it is possible to increase the cold-talk function in the first pair of phone robots 10 and the plurality of second conversation robots 20, which can match the problem of taxpayers with the cold-talk problem in the knowledge base of cold-talk, and transmit the cold-talk words corresponding to the cold-talk problem to the taxpayers in case of determining the problem as a cold-talk problem. For example, when a taxpayer sends a cold talk problem of "how today's weather", the first conversation robot 10 or the plurality of second conversation robots 20 call a cold talk knowledge base to send the weather conditions of today such as "today's little rain, 10 to 15 ℃, breeze, remember to give a taxpayer a cold talk word with an umbrella". For another example, when a taxpayer sends a cold-talk question of "happy today", the first conversation robot 10 or the second conversation robots 20 call a cold-talk knowledge base to send a cold-talk word to the taxpayer as "your happy is a motive of i going forward".
Optionally, the second pair of phone robots 20 further comprises a marking module.
The marking module is configured to mark the question as a to-be-learned question of a second knowledge base corresponding to the second pair of phone robots 20 to be periodically maintained when the second knowledge base is called and the answer to the question is not found.
By the technical scheme, for the problem proposed by the taxpayer, when the second knowledge base has no answer, the problem is marked as the problem to be learned of the second knowledge base to be maintained regularly, so that the second knowledge base is expanded by aiming at the problem acquisition, and the development of the intelligent customer service application of the billing software is promoted.
With regard to the system in the above-described embodiment, the specific manner in which the respective dialog robots and modules perform operations has been described in detail in the embodiment relating to the method, and will not be elaborated upon here.
Based on the above inventive concept, the embodiments of the present disclosure further provide a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the steps of the above billing software intelligent customer service robot service method.
Based on the inventive concept, the embodiment of the present disclosure further provides an electronic device. Fig. 5 is a block diagram illustrating an electronic device 700 according to an example embodiment. As shown in fig. 5, the electronic device 700 may include: a processor 701 and a memory 702. The electronic device 700 may also include one or more of a multimedia component 703, an input/output (I/O) interface 704, and a communication component 705.
The processor 701 is configured to control the overall operation of the electronic device 700, so as to complete all or part of the steps in the above-mentioned billing software intelligent service robot service method. The memory 702 is used to store various types of data to support operation at the electronic device 700, such as instructions for any application or method operating on the electronic device 700 and application-related data, such as contact data, transmitted and received messages, pictures, audio, video, and the like. The Memory 702 may be implemented by any type of volatile or non-volatile Memory device or combination thereof, such as Static Random Access Memory (SRAM), Electrically Erasable Programmable Read-Only Memory (EEPROM), Erasable Programmable Read-Only Memory (EPROM), Programmable Read-Only Memory (PROM), Read-Only Memory (ROM), magnetic Memory, flash Memory, magnetic disk, or optical disk. The multimedia components 703 may include screen and audio components. Wherein the screen may be, for example, a touch screen and the audio component is used for outputting and/or inputting audio signals. For example, the audio component may include a microphone for receiving external audio signals. The received audio signal may further be stored in the memory 702 or transmitted through the communication component 705. The audio assembly also includes at least one speaker for outputting audio signals. The I/O interface 704 provides an interface between the processor 701 and other interface modules, such as a keyboard, mouse, buttons, etc. These buttons may be virtual buttons or physical buttons. The communication component 705 is used for wired or wireless communication between the electronic device 700 and other devices. Wireless Communication, such as Wi-Fi, bluetooth, Near Field Communication (NFC), 2G, 3G, 4G, NB-IOT, eMTC, or other 5G, etc., or a combination of one or more of them, which is not limited herein. The corresponding communication component 705 may thus include: Wi-Fi module, Bluetooth module, NFC module, etc.
In an exemplary embodiment, the electronic Device 700 may be implemented by one or more Application Specific Integrated Circuits (ASICs), Digital Signal Processors (DSPs), Digital Signal Processing Devices (DSPDs), Programmable Logic Devices (PLDs), Field Programmable Gate Arrays (FPGAs), controllers, microcontrollers, microprocessors, or other electronic components for performing the above-described billing software smart customer service robot servicing method.
In another exemplary embodiment, there is also provided a computer readable storage medium comprising program instructions which, when executed by a processor, implement the steps of the above-described invoicing software intelligent customer service robot service method. For example, the computer readable storage medium may be the memory 702 described above including program instructions executable by the processor 701 of the electronic device 700 to perform the invoicing software intelligent customer service robot service method described above.
The preferred embodiments of the present disclosure are described in detail with reference to the accompanying drawings, however, the present disclosure is not limited to the specific details of the above embodiments, and various simple modifications may be made to the technical solution of the present disclosure within the technical idea of the present disclosure, and these simple modifications all belong to the protection scope of the present disclosure.
It should be noted that, in the foregoing embodiments, various features described in the above embodiments may be combined in any suitable manner, and in order to avoid unnecessary repetition, various combinations that are possible in the present disclosure are not described again.
In addition, any combination of various embodiments of the present disclosure may be made, and the same should be considered as the disclosure of the present disclosure, as long as it does not depart from the spirit of the present disclosure.
Claims (10)
1. A billing software intelligent customer service robot service method is applied to a billing software intelligent customer service robot service system, the billing software intelligent customer service robot service system comprises a first pair of telephone robots and a plurality of second pair of telephone robots, the first pair of telephone robots corresponds to a first knowledge base, each second pair of telephone robots corresponds to a second knowledge base, and the second knowledge bases corresponding to each second conversation robot are different from each other, the method comprises the following steps:
the billing software intelligent customer service robot service system determines a target conversation robot serving the taxpayer according to the tax number of the taxpayer;
under the condition that the target dialogue robot is a second dialogue robot, the target dialogue robot receives the question of the taxpayer, and calls a second knowledge base corresponding to the target dialogue robot to search the answer of the question;
and the target dialogue robot calls the first knowledge base to search the answer of the question under the condition that the second knowledge base corresponding to the target dialogue robot is called to search the answer of the question.
2. The billing software intelligent customer service robot service method of claim 1, wherein the method further comprises:
and under the condition that the target dialogue robot calls a second knowledge base corresponding to the target dialogue robot and does not find the answer to the question, marking the question as a question to be learned of the second knowledge base to be maintained regularly.
3. The billing software intelligent customer service robot service method of claim 1, wherein the method further comprises:
and under the condition that the target dialogue robot is a first dialogue robot, the target dialogue robot receives the question of the taxpayer and calls the first knowledge base to search the answer of the question.
4. The billing software smart customer service robot service method according to any of claims 1 to 3, wherein the method further comprises:
and when the target dialogue robot calls the first knowledge base and does not find the answer to the question, replying the taxpayer according to the linguistics of the first knowledge base, and marking the question as a to-be-learned question of the first knowledge base to be maintained periodically.
5. The billing software intelligent customer service robot service method of claim 4, wherein the method further comprises:
the target session robot receives the taxpayer's question, invokes a cold-talk knowledge base to determine whether the question is a cold-talk problem, and transmits cold-talk words corresponding to the cold-talk problem to the taxpayer, in the case of determining that the question is a cold-talk problem.
6. An intelligent customer service robot service system for billing software is characterized by comprising a first pair of telephone robots and a plurality of second pair of telephone robots, wherein the first pair of telephone robots correspond to a first knowledge base, each second pair of telephone robots correspond to a second knowledge base, and the second knowledge bases corresponding to the second conversation robots are different from each other;
the billing software intelligent customer service robot service system is used for determining a target conversation robot serving the taxpayer according to the tax number of the taxpayer;
and under the condition that the target conversation robot is a second conversation robot, the second pair of phone robots are used for receiving the question of the taxpayer, calling a second knowledge base corresponding to the second pair of phone robots to search the answer of the question, and under the condition that the second knowledge base corresponding to the conversation robot is called and the answer of the question is not searched, calling the first knowledge base to search the answer of the question.
7. The billing software intelligent customer service robot service system of claim 6, wherein the second pair of telephony robots includes a routing module, a question and answer module and a remote interaction module;
the routing module is used for receiving the question of the taxpayer and sending the question to the question-answering module;
the question-answering module is used for calling a second knowledge base corresponding to the second phone pair robot to search answers of the questions;
the routing module is further used for sending the question to a remote interaction module under the condition that the answer to the question is not found by calling a second knowledge base corresponding to the conversation robot;
and the remote interaction module is used for calling the first knowledge base to search the answer of the question.
8. The billing software intelligent customer service robot service system of claim 7, wherein said second pair of phone robots further comprises a cold-talk module;
and a cold-talk module for receiving the taxpayer's question, calling a cold-talk knowledge base to determine whether the question is a cold-talk problem, and transmitting cold-talk words corresponding to the cold-talk problem to the taxpayer, in case of determining that the question is a cold-talk problem.
9. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 5.
10. An electronic device, comprising:
a memory having a computer program stored thereon;
a processor for executing the computer program in the memory to carry out the steps of the method of any one of claims 1 to 5.
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