Design And Implementation Of Customer Service Answering System For Online Mall

As China's economic development has entered a period of rapid growth,the cost of human resources has gradually increased.The traditional customer service industry has become more and more expensive and has many obvious shortcomings.For example,answering customer questions is not timely and repeated.Unable to solve the user's needs.Therefore,the current traditional customer service industry is in urgent need of a question and answer system that can solve problems in specific areas.In this context,this paper designs and implements an intelligent customer service system in the online mall field that can automatically answer questions in the online customer service industry.This paper comprehensively analyzes the requirements and technical feasibility of the online mall customer service system,and systematically analyzes,designs and implements the customer service system in the mall field.The system adopts the split-end mode,uses flask for back-end development,Vue and Elementui framework to implement the front-end MVVM mode,uses sql database,ElasticSearch full-text search engine to store the main data content of the system,and utilizes Redis memory.The database is used as a cache.The design of using multi-level cache improves the performance of the system.The deep learning is used to solve the problem and realize the core function of the FAQ-based question and answer.The knowledge base-based question and answer,questions and answers based on Frequently Asked Questions(FAQ)are applied to the customer service system for online shopping malls.This paper elaborates on the requirements analysis,overall design,detailed design,coding implementation and final system functional test and non-functional test of the online customer service system.The final result shows that the system can be put online after testing.The main modules of the system are the intelligent question answering module and the knowledge base management module as well as the historical session module.The intelligent question answering module can solve the problems related to the mall proposed by the user,can ask questions about the attributes of the goods,and can find related products according to the scope of the attributes.The knowledge base management module includes functions for managing information such as the FAQ question answering library,the commodity information database,and the retelling vocabulary.The historical conversation module can provide the function of statistical analysis of the types of conversations and viewing historical conversations.Based on the implementation of the above technologies and solutions,this paper completed the design and development of an intelligent customer servicesystem for online shopping malls.Finally,the system was tested with relevant test tools.The results show that the system can be put online after testing.