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Knowledge point mining method and device

A knowledge point and knowledge base technology, applied in the field of information processing, can solve problems such as incomplete data, inability to assist customer service in a timely and effective manner to solve customers, and inaccurate mining results, so as to achieve comprehensive, accurate precipitation and mining, and underlying application knowledge accurate effect

Active Publication Date: 2018-02-13
BAIDU ONLINE NETWORK TECH (BEIJIBG) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The disadvantages of this method are: the data to be mined is not comprehensive, resulting in inaccurate mining results; the focus of mining is not accurate, and the focus of customer service or customer attention cannot be effectively determined; the identification of focus is not accurate, and cannot be used as a reference to effectively solve customer service problems. Problem; unable to achieve timely supplement to concerns
Therefore, the existing systems and methods cannot guarantee the accuracy of the focus, resulting in the inability to assist customer service in a timely and effective manner to solve customer problems

Method used

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  • Knowledge point mining method and device
  • Knowledge point mining method and device

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Embodiment Construction

[0035] The application will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain related inventions, rather than to limit the invention. It should also be noted that, for ease of description, only parts related to the invention are shown in the drawings.

[0036] It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other. The present application will be described in detail below with reference to the accompanying drawings and embodiments.

[0037] figure 1 An exemplary flow chart of a knowledge point mining method according to an embodiment of the present application is shown.

[0038] Such as figure 1 As shown, the knowledge point mining method includes:

[0039] Step S10: Mining non-real-time concerns from non-real-time user int...

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Abstract

The invention discloses a knowledge point mining method and device. The method includes: mining non-real-time concerns from non-real-time user interaction voice data; mining real-time concerns from real-time user interaction data; generating underlying application knowledge according to the non-real-time concerns and the real-time concerns. The method has the advantages that by mining the concernsfrom the non-real-time and real-time user interaction data, knowledge point mining of the user interaction data under various modes is achieved, and the generated underlying application knowledge iscomprehensive and accurate.

Description

technical field [0001] The present disclosure generally relates to the technical field of information processing, and specifically relates to a knowledge point mining method and device. Background technique [0002] The call center customer service system is an important platform for customers to communicate with merchants. Customers can contact merchants in time through a unified telephone or online interface, so that problems can be solved conveniently in real time and service quality has been improved. [0003] At present, there are many call center customer service systems on the market, but because the specific business types of each type of business are different, the knowledge on which the bottom layer of the system depends is quite different. Therefore, how to meet the needs of different merchants for personalized knowledge in the customer service system is an extremely important task. [0004] Some systems are known to generate underlying knowledge based on artific...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06F17/27
CPCG06F16/3329G06F16/3344G06F40/205
Inventor 张杰伟王冠群王经委董美豪郝卓琳平善涛艾娟杨帆胡建华
Owner BAIDU ONLINE NETWORK TECH (BEIJIBG) CO LTD
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