Hotel customer service method and system based on knowledge base, electronic equipment and storage medium

The invention relates to the technical field of customer service, and provides a hotel customer service method and system based on a knowledge base, electronic equipment and a storage medium. The hotel customer service method comprises the steps of monitoring a call state of a customer service side and a question of a user side in real time in a call process between the customer service side and the user side; when the call state meets a trigger condition, searching whether a question whose similarity with the questioning question is greater than a similarity threshold exists in an intelligent knowledge base of a current hotel; if yes, pushing the answer of the searched question corresponding to the maximum similarity to the customer service side; and if not, searching an answer of a question matched with the questioning question from a standby knowledge base of the current hotel, and pushing the answer to the customer service side. According to the invention, efficient and real-time intelligent knowledge mat