Design And Implementation Of Intelligent Question Answering System For Bank Customer Service

Over the past years,the competition in the financial industry has become increasingly fierce,and the traditional banking industry is facing greater challenges with the impact of Internet finance.Under the trend of intelligent banking reform,it is a problem that how to apply artificial intelligence technology to improve efficiency and customer experience,which banks need to face and solve,and Q&A of customer service is one of the core difficulties.A Q&A database related to bank customer service and financial management is constructed in this study,and it implements the core function of the system that to directly return the most appropriate answer for user's question according to the short text matching method.Meanwhile,the system also implements the extended service function related to financial management,which not only improves the customer experience,but also meets the growing investment and financial management needs of customers.The intelligent question answering system for bank customer service is mainly composed of background management module,intelligent question answering module and extended service module.The intelligent question answering module is the core module of the system.The question answering function of the system is mainly composed by two steps that quick recall of candidate question set and accurate sorting of short text matching.The recall process uses unsupervised text vector representation,and the sorting process uses a supervised twin network model based on BERT.The background management module is designed for the maintenance and update of Q&A database and the analysis of user's evaluation data.The extended service module mainly implements the functions related to financial management,including personal risk assessment and personal financial recommendation.The intelligent question answering system framework designed in this paper can be regarded as a general question answering system framework based on text vector representation,which has a great reference value for the application of intelligent question answering system in other fields.The test result of the short text matching in question answering system shows that the solution of recall and sorting effectively improves the efficiency of short text matching,the question answering delay is less than one second,and the accuracy of the question answering module is over 90%.The functional and non-functional test of the system shows that the system implements question answering function and background management function,which is efficient and has more significance in bank customer service.