intelligent customer service system and method based on an insurance professional scene

The invention discloses an intelligent customer service system and method based on an insurance professional scene. The intelligent customer service system comprises a voice recognition unit, a Chinese word segmentation unit, an insurance scene intelligent question and answer unit, an answer optimization unit and a voice synthesis unit. According to the method, through knowledge graph guidance andcorpus data learning, quick answering and high accuracy can be realized; Related subjective and morality risks are completely eradicated, and a qualitative leap is provided for feedback efficiency and client experience. Compared with human customer service personnel, the intelligent customer service system can work for 24 hours, does not need to have a rest and can serve at any time; Meanwhile, subjectivity of insurance salesmen is served, and blowing is not black or neglected. 本发明公开种基于保险专业场景的智能客服系统及方法，该智能客服系统包括：语音识别单元、中文分词单元、以及保险场景智能问答单元、答案优化单元、语音合成单元。本发明通过知识图谱引导和语料数据学习，能够实现快速回答和高准确率；杜绝了相关的主观和道德风险，对反馈效率和客户的体验来说，都是质的