AntProphet: an Intention Mining System behind Alipay’s Intelligent
Customer Service Bot
Abstract
We create an intention mining system, named
AntProphet, for Alipay1
’s intelligent customer service bot, to alleviate the burden of customer
service. Whenever users have any questions,
AntProphet is the first stop to help users to answer
their questions. Our system gathers users’ profile
and their historical behavioral trajectories, together
with contextual information to predict users’ intention, i.e., the potential questions that users want to
resolve. AntProphet takes care of more than 90% of
the customer service demands in the Alipay APP
and resolves most of the users’ problems on the
spot, thus significantly reduces the burden of manpower. With the help of it, the overall satisfaction
rate of our customer service bot exceeds 85%