Interactive customer service method and system

The invention provides an interactive customer service method and system. The method comprises the following steps: receiving a session submitted by a user; sending the received session to a large-scale language model, and receiving a keyword which is fed back by the large-scale language model and is obtained by extracting and filtering the session; searching according to a keyword fed back by the large language model to obtain a search result; generating a humanized cue word for the session according to the search result; and sending the humanized cue word to the large language model, receiving a personalized reply fed back by the large language model aiming at the session and the humanized cue word, and feeding back the personalized reply generated aiming at the session to the user. The method has the beneficial effects that the robot customer service system is combined with the large language model, more intelligent and humanized customer service experience is provided, the customer service efficiency is i