Method and apparatus for transitioning from robotic customer service to human customer service

摘要

The present specification includes: obtaining conversation characteristics from at least one conversation between a robot customer service and a customer, obtaining status characteristics of the customer, and determining the dialogue characteristics and status characteristics to obtain a current trust score evaluation value. Steps to input into the confidence score evaluation model-The confidence score evaluation model is a machine learning model trained by using a sample of conversations marked with robot-human intervention points between robot customer service and customer, and samples of customer status characteristics. It provides a method for converting robotic customer service to human customer service, comprising the step of converting a customer to human customer service when the trust score evaluation value satisfies a preset robot-human intervention condition.