The annual Double Eleven promotion has already kicked off a few days ago. A product that has been crossed in less than 60 seconds in the live broadcast room is dizzying. In the process of quickly snapping up goods, a large number of goods are merged into orders or accidentally selected the wrong address, which will bring a large number of refund requests to merchants in a short period of time.
In the early years, e-commerce platforms were just emerging, and almost all of them relied on manual processing of customer complaints or return and exchange applications. When e-commerce has become the mainstream shopping channel in people's daily lives, if they all rely on manual processing, soon, the workload will be overloaded.
Nowadays, the improvement of intelligent customer service can provide consumers with humanized services in the whole process, and the after-sales work is orderly.
In 1950, the father of computer science, Alan Mathison Turing, proposed the "The Turing test" in a paper called Computational Machinery and Intelligence.
It refers to the case of the test subject being separated from the testee (a person and a machine), and asking the testee questions at will through some devices (such as keyboards). After multiple tests, if more than 30% of the testers cannot determine whether the testee is a human or a machine, then the machine passes the test.
Alan Messison Turing
As a result, the "Turing test" is considered to be the prototype of the concept of artificial intelligence. This dialogue mode also provides a blueprint for the artificial intelligence question and answer system.
In fact, in our lives, mobile intelligent assistants, e-commerce platform intelligent customer service, car voice assistants and other general customer service Q&A tools are extremely common.
However, with the development of the times, on the one hand, the repeated exploration under the wave of new media, on the other hand, the technical expectations on the business road have spawned more and more Q&A needs. The question-and-answer system has since entered a more open realm, the free text period.
The mechanization of traditional customer service work, the intensification of material and emotional costs of labor, and the inability to guarantee the timeliness of dialogue have restricted the efficient handling of questions and answers.
Deploying services in the cloud and maintaining them regularly can meet the daily stable use. 24/7 second-level response saves labor costs, but also enables personalized answers by identifying user portraits under the same type of questions. The emergence and development of artificial intelligence question answering systems has brought driving changes to the entire industry.
For scenario analysis, manual and efficient collaboration
For data in different scenarios, the intelligent question answering system can automatically analyze and extract entities and relationships to build the corresponding knowledge graph.
When a user asks something like "What is the capital of Zhejiang Province?" Such a question, as long as there is such a set of data in the knowledge graph (Zhejiang Province, provincial capital, Hangzhou City), the system can parse the problem requirements according to the syntax, combined with the knowledge graph to give an accurate answer such as "Hangzhou City".
In the actual application scenario, in order to make the intelligent customer service closer to the real context of the dialogue between people, the system is also equipped with a rich greeting language library. In the small talk scene, a natural dialogue simulating a real person is given.
Therefore, when consumers make return and exchange requests, the system can capture user intentions through message filtering, and selectively trigger manual services after accurate diversion, thereby providing more efficient after-sales service.
Can detect user awareness, you can answer "please enter the modified delivery address", after getting the answer, you can automatically modify the order data in the background, to avoid the risk of customer return or experience dissatisfaction without customer service staff at night.
In the face of statements that do not exist in the enterprise database, this requires the system to give the answer by parsing the problem and retrieving it in the background.
Deep independent learning, enterprise personality empowerment
If the user's question involves the hot question, then the system will use deep learning technology to identify and judge the user, and efficiently retrieve it in the massive Q&A knowledge base to match the most suitable answer.
The knowledge base will also achieve self-optimization with the operation and accumulation of the system, so that the quality and breadth of question answers can achieve a virtuous circle. Structured parsing of free questions to extract the main information and entities, combined with syntactic analysis for knowledge reasoning, accurately determine user intent, and construct personalized answers.
At the same time, the intelligent question and answer system can also be customized and expanded according to the enterprise business scenario on this basis. On the basis of understanding the problem, the generated structured information is provided to other services to complete the full-scenario assistance.
In the era of digital transformation, the person who gets the data wins the world.
On the basis of fully assisting labor, the intelligent question and answer system allows the attention of enterprise talent training to shift to the operation and maintenance level of system data, deeply precipitates enterprise data assets, and provides more cost-effective human resource solutions for enterprise digital transformation.
Nowadays, artificial intelligence has become the main direction of development in the post-Internet era, and people are fully enjoying the dividends of the times brought by AI. The scientific and technological achievements we invented can truly empower the digital transformation of the real economy industry, promote the vigorous development of the market, and let consumers continue to benefit, which is the consistent scientific research of Video++ Polar Chain Technology.