Abstract

With the rapid development of artificial intelligence, people have moved from manual customer service to handling affairs, and now they are more inclined to use intelligent customer service systems. The intelligent customer service system is generally a chat robot based on natural language processing, and it is a dialogue system. Therefore, it plays a vital role in many fields, especially in the field of e-commerce. In this article, to help researchers further study the customer service system for e-commerce, we survey the learning-based methods in dialogue understanding, dialogue management and dialogue response generation in the customer service system. In particular, we compare the advantages and disadvantages of these methods and pointed out further research directions.

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