Method and apparatus for transition from robot customer service to human customer service

摘要

A method for shifting from a customer's customer service to a human customer service;Getting a conversation feature from at least one conversation between the customer's customer service and the user (110)Get the user's status features (step 120) andTo get the current trust score valueA step (130) for inputting a conversation feature and a status feature into a trust score evaluation model;The reliability score evaluation model is a machine learning model.A conversation sample marked by robot to human intervention between the customer's customer service and the userThe user is trained using the status feature sampleInput andIf the current confidence score value satisfies the condition from a previously determined robot to humanProviding a step 140 to transfer the user to the human customer serviceMethod.