中文摘要：

为提高智能客服系统的使用满意度并增加人性化设计，引入情感计算技术以改进智能客服系统，基于情感阈值预警确定人工客服介入系统的时机，使智能客服平台和人工系统有效结合。首先设计情感介入式智能客服系统处理流程，并对系统中的情感分析、问答处理及知识库管理三大模块及其关键技术进行阐述；在此基础上，介绍情感处理引入系统中的原理步骤，以实现情感预警功能从而为人工服务接入提供依据。最后给出系统原型以及系统处理流程的步骤。

英文摘要：

In order to promote the satisfaction for using the intelligent customer service system and increase humanistic design,this paper introduces technology of affective computing to improve the system. The invention time of artificial customer service is de-cided by the threshold value of emotion, which makes effective combination between customer service platform and artificialsystem. Firstly, the paper designs the process of intelligent customer service system with emotional intervention, and expounds thekey technical and 3 modules in the system, including sentiment analysis, question/answer transaction and knowledge based man-agement. On the basis, the paper presents principles of affective handling, which helps to enable the emotion alarm function andprovide evidence for human intervention. Finally, the paper proposes the system monotype and processing steps.