Research on Human-computer Cooperation Accompanying Capability Based on Customer Service System

Abstract

In recent years, the demographic dividend has gradually disappeared and the growth rate of the customer service's business development has slowed down. Enterprise is more focused on the improvement of service quality. However, at present, there are some common problems in the service process of agents, such as lack of solving ability, inconvenient use of tools, lack of human-computer cooperation and so on. This paper further improves the man-machine cooperation accompanying ability of intelligent tools by studying the accompanying technology of tools and interactive question and answer technology. Based on the interactive contents such as agent operation, voice and IM, the assistant tools are displayed in real time to improve the service quality of agents. At the same time, We intensive study the language features, semantic recognition of agent natural language input, to achieve intelligent matching of agent questions and answers, and timely recommend relevant questions to agents to improve agent search efficiency and customer service satisfaction.