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A method and device for distinguishing topics

A topic and new topic technology, applied in the field of distinguishing topics, can solve the problem that the topic is not necessarily the desired topic, and it is impossible to distinguish whether the topic obtained by clustering is a new topic or an old topic, so as to reduce the difference in machine understanding of the problem Effect

Active Publication Date: 2021-12-07
ALIBABA GRP HLDG LTD
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  • Abstract
  • Description
  • Claims
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Problems solved by technology

[0006] The purpose of the present invention is to provide a method and device for distinguishing topics, so as to solve the technical problems that current technology cannot distinguish whether the topics obtained by clustering are new topics or old topics, or the topics obtained by clustering are not necessarily the desired topics.

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Embodiment Construction

[0039] The technical solution of the present invention will be described in further detail below in conjunction with the accompanying drawings and embodiments, and the following embodiments do not constitute a limitation of the present invention.

[0040] In this embodiment, the customer consultation frequently encountered in the customer service process is taken as an example. Generally, customer service personnel need to determine what the customer's inquiry is based on the dialogue with the customer. It is also very important for the improvement and development of the product to further judge whether the question consulted by the user is a new question or an old question. In this embodiment, the dialogue between the customer and the customer service personnel is used as the training data, and the questions that the customer wants to consult are known from a large number of dialogues through LDA clustering. The questions that the customer wants to consult are the topics obtai...

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Abstract

The invention discloses a method and device for distinguishing topics, which are used to identify whether the data to be trained belong to known topics or new topics. Merge with the data to be trained into a training data set; then cluster the training data set to obtain the topics to which the training data belongs; finally, distinguish whether the clustered topics are known topics or new topics according to the labeled data. The device of the present invention includes a data extraction module, a clustering module and a theme distinguishing module. The method and device of the invention reduce the difference between the understanding of problems by humans and the understanding of problems by machines, and can accurately distinguish the problems raised by customers.

Description

technical field [0001] The invention belongs to the technical field of data processing, and in particular relates to a method and device for distinguishing subjects. Background technique [0002] When users use products or services, they often encounter problems that they cannot handle, or problems that need to be consulted, and then seek customer service for help. Every day, the number of inquiries from users is very large, and the angles of consultation are also different. Many users are asking the same questions, some of which are old questions that the customer service has already known, and some are new questions that have not been discovered. [0003] Understanding the problems raised by users can help in product design and improvement. For example, if a new problem is found, it may be a point where the product needs to be improved. If the number of consultations on old questions increases or decreases, it may be that the number of users of a certain function block h...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/35G06F16/36
CPCG06F16/35G06F16/36G06F16/353G06F18/232G06F18/214G06F40/216G10L15/02G10L15/063
Inventor 蔡宁张凯杨旭
Owner ALIBABA GRP HLDG LTD
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