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Method and device for mining knowledge points

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 to solve customers in a timely and effective manner, and inaccurate mining results, so as to achieve comprehensive, accurate precipitation and mining, and underlying application knowledge. accurate effect

Active Publication Date: 2021-06-25
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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  • Method and device for mining knowledge points
  • Method and device for mining knowledge points
  • Method and device for mining knowledge points

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Embodiment Construction

[0035] The following detailed description will be further described below with reference to the accompanying drawings and examples. It will be appreciated that the specific embodiments described herein are only used to explain the relevant invention, and is not limited thereto. It will also be also to be noted that only the portions associated with the invention are shown in the drawings.

[0036] It should be noted that the features in the embodiments and embodiments in the present application may be combined with each other in the case of an unable conflict. The present application will be described in detail below with reference to the accompanying drawings.

[0037] figure 1 An exemplary flow diagram 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 payings from non-real-time user interactive voice data.

[00...

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Abstract

The application discloses a method and device for mining knowledge points. The knowledge point mining method includes: mining non-real-time attention points from non-real-time user interaction voice data; mining real-time attention points from real-time user interaction data; and generating underlying application knowledge based on non-real-time attention points and real-time attention points. According to the technical solution of the embodiment of the present application, by separately mining non-real-time and real-time user interaction data, the knowledge point mining of user interaction data in various modes is realized, and the generated underlying application knowledge is more comprehensive and accurate.

Description

Technical field [0001] The present disclosure generally relates to the field of information processing, and more particularly to a knowledge point mining method and apparatus. Background technique [0002] The call center customer service system is an important platform for customers and merchants. Customers can contact the merchant through a unified telephone or online interface, so that you can resolve the problem in real time and improve the quality of service. [0003] At present, there are many call center customer service systems, but because each type of merchant is different, the knowledge depends on the underlying system is large. Therefore, how to meet the needs of individualized knowledge in customer service systems, is an extremely important job. [0004] Some systems are known to generate the underlying knowledge based on simple mining of artificial knowledge summary and voice escape text. The drawback of this method is that the data to be mining is not comprehensive...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/332G06F16/33G06F40/205
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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