Method, apparatus, and computer-readable storage medium for determining a service evaluation request to a network user

Abstract

The invention discloses a method and a device for determining to ask a network user for service evaluation. The method comprises the steps of receiving at least one comment message from the network user, wherein the comment message indicates a text input in a user terminal by the network user; segmenting a text included in each of the at least one comment message into at least one characteristic; matching each of the at least one characteristic with a reference characteristic in a reference characteristic list, wherein each reference characteristic in the reference characteristic list has a weight value; for the matched characteristic, determining a weight value of the characteristic according to a weight value of a reference characteristic matched with the characteristic; determining an evaluation value of the network user based on weight values of all matched characteristics; and if the evaluation value is greater than a threshold, determining to ask the network user for service evaluation.

Description

technical field [0001] The invention relates to the Internet field, in particular to a method and device for determining a service evaluation request to a network user. Background technique [0002] In the Internet field, especially in e-commerce products, man-machine dialogue is widely used in network user inquiries, complaints, and after-sales services. In the process of man-machine dialogue, whether a "robot" (such as JIMI of Jingdong Robot) can actually help users solve practical problems and provide users with satisfactory services is an important indicator to measure whether the "robot" system is perfect. A major basis for judging whether this indicator is achieved is the user's feedback after the man-machine dialogue, which is also an important resource for improving the "robot" system. Therefore, it is very important to collect evaluations fed back by users. [0003] In the existing system, inviting users to evaluate (referred to as "invitation to evaluate") is a r...

AI Technical Summary

Problems solved by technology

[0010] The keyword-based method can only solve very special cases. If the user's question does not contain keywords in the lexicon, then this method is difficult to judge whether the robot has solved the user's problem, and does not know the user's problem. evaluation tendency

In addition, by observing the historical man-machine dialogue log information, most of the users who gave good comments did not use these very limited signs.

Therefore, there are certain limitations in making judgments based on some key words.

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