基于知识库的智能客服机器人问答系统设计

Design of Question Answering System of Intelligent Customer Service Robot Based on Knowledge Base

摘要: 本文首先对智能客服机器人现状进行分析，总结了基于任务处理模式的信息检索、数据库查询、问答系统特点，并对基于Web信息检索的问答系统、基于知识库的问答系统和社区问答系统进行对比；而后，对知识库问答系统的知识库管理、关系架构进行分解，提出了具体的学习过程和实现框架；最后，结合天气查询应用场景进行仿真。结果证明，本文提出的基于知识库的智能客服机器人问答系统具有良好的实际应用效果。

Abstract: Firstly, this paper analyzes the current situation of intelligent customer service robot, summarizes the characteristics of information retrieval, database query and Q&A system. It also compares the question answering system based on Web information retrieval, the question answering system based on knowledge base and the community question answering system. Secondly, it decomposes the knowledge base management and relationship architecture of Q&A system, and puts forward the specific learning process and implementation framework. Finally, the weather query application scenario is simulated. The results show that the question answering system of intelligent customer service robot based on knowledge has good practical application effect.