一种客服知识库生成方法和系统
本发明公开了一种客服知识库生成方法和系统,该方法包括:采集在线咨询文字和电话咨询录音等问答记录,转化为纯文本格式;采用大语言模型通过配置提示词提取问答对,保存为结构化JSON格式;基于大语言模型对问题分类,结合关键词和语义检索查找相似问题,若无相似问题则直接存储,若存在则合并生成新问答对更新知识库。采用了本发明的技术方案,通过全流程自动化提升客服知识库更新频率和一致性,降低维护成本,增强适应性,适用于多渠道客服数据,显著提高客服系统的响应速度和用户体验。
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