  With the rise of knowledge graph (KG), question answering over knowledge base
(KBQA) has attracted increasing attention in recent years. Despite much
research has been conducted on this topic, it is still challenging to apply
KBQA technology in industry because business knowledge and real-world questions
can be rather complicated. In this paper, we present AliMe-KBQA, a bold attempt
to apply KBQA in the E-commerce customer service field. To handle real
knowledge and questions, we extend the classic "subject-predicate-object (SPO)"
structure with property hierarchy, key-value structure and compound value type
(CVT), and enhance traditional KBQA with constraints recognition and reasoning
ability. We launch AliMe-KBQA in the Marketing Promotion scenario for merchants
during the "Double 11" period in 2018 and other such promotional events
afterwards. Online results suggest that AliMe-KBQA is not only able to gain
better resolution and improve customer satisfaction, but also becomes the
preferred knowledge management method by business knowledge staffs since it
offers a more convenient and efficient management experience.
