Reminder: There are easter eggs at the end).
The knowledge base of intelligent customer service robot is the soul of intelligent customer service and its vitality. It is difficult for a good woman to cook without rice. If the natural language processing (NLP) ability of intelligent customer service is compared to Qiao Woman's cooking skills, then the knowledge base is "rice", which is the various materials that Qiao Woman needs to perform her cooking skills. Only by combining ingredients and cooking skills can you make a delicious meal.
The knowledge base is a rich and diverse system, including six knowledge bases: Q&A knowledge base, business skills knowledge base, multi-round dialogue scenario knowledge base, NLP custom knowledge base, general industry knowledge base, and personalized chit-chat knowledge base.
Multi-round dialogue scenario knowledge base: Speech and action nodes can be set based on business scenarios to form a complete dialogue process and business closed loop, and the assistant robot is more intelligent and emotional.
Business skills knowledge base: Perform corresponding operations through semantic recognition and return operation execution results, supporting semantic recognition, keyword matching, and intent recognition.
Q&A knowledge base: It includes the common Q&A library of the system and the customer's custom Q&A library, which supports batch import, manual single item addition, and multi-level approval.
NLP custom knowledge base: Enhance semantic understanding and disambiguation capabilities, and support the management of entity words, proper words, synonyms, variable words, sensitive words, etc. (Note: NLP refers to natural language processing, abbreviation of natural language processing).
General industry knowledge base: summarizes and summarizes the basic knowledge of common industries, provides a basic industry knowledge base, and helps users quickly create a knowledge base.
Personalized chatting knowledge base: A chatting knowledge base created to allow intelligent customer service bots to answer visitors' questions in a more personalized and humanized way, increasing the fun of Q&A.
The biggest feature of Puwa's intelligent customer service knowledge base is that it provides users with sufficient freedom and flexibility in terms of customization and scalability to meet the needs of rich and diverse business scenarios.
Scenario-based multi-turn dialogue is supported.
Customization of special words and sensitive words is supported.
Supports a variety of rich text display methods.
Supports Excel batch import, page creation, and self-learning.
Provide small talk, industry-wide knowledge base.
Provide visual presentation methods such as knowledge graphs, etc.
At the same time, the problems existing in the knowledge system are discovered through knowledge graph and knowledge self-learning, and the knowledge is supplemented and enhanced, so that the knowledge base is constantly improved and evolved. To put it more bluntly: there is no end to the maintenance and optimization of the knowledge base, it is a work that is always on the way, and needs to be continuously improved and evolved.
For some customers, on the basis of understanding the mechanism and usage of the knowledge base, they can basically create and maintain the knowledge base by themselves. However, there are also some customers who do not have the time and manpower to organize knowledge, and we can replace customers to sort out and create a business knowledge base efficiently, high-quality and quickly, and provide strong support to customers.
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