INTELLIGENT CUSTOMER SERVICE RESPONSE METHOD, DEVICE, AND APPARATUS, AND STORAGE MEDIUM

摘要

Disclosed are an intelligent customer service response method, device, and apparatus, and a storage medium. The method comprises: obtaining an initial inquiry of a user, and performing preprocessing on the initial inquiry to obtain a target inquiry; determining a target category corresponding to the target inquiry by means of a fast text model; obtaining a target knowledge sub-library corresponding to the target category; screening out a candidate knowledge set matched with the target inquiry from the target knowledge sub-library; calculating the similarity between the target inquiry and candidate questions in the candidate knowledge set, and using the candidate question having the highest similarity as a target candidate question; and obtaining a target response corresponding to the target candidate question, and displaying the target response.