KNOWLEDGE-GRAPH-BASED INTELLIGENT CUSTOMER SERVICE METHOD AND APPARATUS, AND DEVICE AND STORAGE MEDIUM

摘要

A knowledge-graph-based intelligent customer service method and apparatus, and a device and a storage medium. The method comprises: creating a hierarchical knowledge graph corresponding to a customer service scenario, wherein the hierarchical knowledge graph comprises an intention layer, a service layer and an entity layer (S301); acquiring an actual intention of a customer according to node data in the intention layer (S302); generating an execution path according to the actual intention and node data in the service layer (S303); and completing a human-machine conversation according to the execution path and an object in the entity layer (S304). By means of the method, not only is knowledge accumulation facilitated, visual and dynamic adjustment is also facilitated. An engine and a knowledge graph are independent, such that in an application process, the method can take effect by merely modifying the specific knowledge graph without the need to modify the engine. The present invention can be applied to the field of digital medical insurance and contributes to improving customer experience.