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Dialogue text data processing method and apparatus

A technology of text data and processing methods, applied in the field of data processing, can solve problems such as the inability to truly measure the service of service personnel, and achieve the effect of accurate quantitative measurement

Active Publication Date: 2016-03-16
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
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Problems solved by technology

[0003] At present, the voice service data between service personnel and users is generally converted into corresponding text data, and the services of service personnel are measured by means of keyword extraction and spot check on the basis of text data. However, such dialogue text data There is a large difference between the measurement and judgment of the service personnel's service and the actual service of the service personnel in the processing method, and the service personnel's service cannot be truly measured.

Method used

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  • Dialogue text data processing method and apparatus
  • Dialogue text data processing method and apparatus
  • Dialogue text data processing method and apparatus

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Embodiment Construction

[0081] The technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0082] Wherein, the embodiment of the present invention can be applied to any intelligent terminal, specifically, the terminal can be a personal computer, a server, and the like.

[0083] Wherein, the dialogue text data processing method of the present invention can be applied to the service quality evaluation of the service personnel in the dialogue, as the basic data for the service quality evaluation of the service personnel. For example, the dialogue text da...

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Abstract

Embodiments of the invention disclose a dialogue text data processing method and apparatus. The method comprises: obtaining a dialogue text of a dialogue; according to the dialogue text, determining current semantic deviation degree and historical semantic deviation degree of the dialogue, wherein the current semantic deviation degree is used for indicating answer matching degree of a service staff for a question raised by a user in the dialogue, and the historical semantic deviation degree is used for indicating topic following degree of the service staff for the question raised by the user in the dialogue; and according to the current semantic deviation degree and the historical semantic deviation degree, determining a service deviation value of the service staff in the dialogue. According to the embodiments of the invention, the service of the service staff in the dialogue can be quantitatively measured more accurately.

Description

technical field [0001] The invention relates to the field of data processing, in particular to a dialog text data processing method and device. Background technique [0002] At present, in fields where service personnel are required to provide voice or text services to users, a large amount of voice and text service data are often generated during the process of service personnel providing services to users. How to quantitatively measure the services provided by service personnel for users based on the generated voice and text service data is a problem that needs to be solved. [0003] At present, the voice service data between service personnel and users is generally converted into corresponding text data, and the services of service personnel are measured by means of keyword extraction and spot check on the basis of text data. However, such dialogue text data There is a large difference between the measurement and judgment of the service personnel's service and the actual...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/27
Inventor 熊剑
Owner ADVANCED NEW TECH CO LTD
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