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Intention recognition method and device applied to intelligent customer service robot

A technology of intelligent customer service and robots, which is applied in special data processing applications, instruments, unstructured text data retrieval, etc., can solve problems such as the inability to quickly and accurately understand user intentions, and insufficient understanding of chat text semantics, so as to reduce errors and unstructured texts. Comprehensive, accuracy-enhancing effect

Active Publication Date: 2019-08-06
南京星云数字技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Although customer service robots have developed rapidly in recent years, they are highly sensitive due to the user interaction data involved. In the dialogue text, there are very few texts with intentions, and the traditional intention recognition work faces There are many challenges such as not having a deep understanding of the semantics of chat text, and being unable to quickly and accurately understand user intentions in short dialogue texts.

Method used

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  • Intention recognition method and device applied to intelligent customer service robot
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  • Intention recognition method and device applied to intelligent customer service robot

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Embodiment 1

[0078] An embodiment of the present invention provides an intention recognition method applied to an intelligent customer service robot, referring to figure 1 As shown, the method includes the following steps:

[0079] S0: Get the user's dialogue text.

[0080] Wherein, the user dialogue may be voice or text, and when the dialogue is voice, the user dialogue may be converted from voice to text before the implementation of the embodiment of the present invention. In addition, the dialogue text may be a long text or a short text, which is not specifically limited in this embodiment of the present invention.

[0081] S1: Perform text error correction on the dialogue text.

[0082] Among them, refer to figure 2 As shown, the specific implementation process of step S1 may include:

[0083] S11: Segment the dialogue text and identify wrong word segmentation in the dialogue text.

[0084] S12: Obtain an error correction word corresponding to the wrong word segmentation, and rep...

Embodiment 2

[0134] As the realization of the intention recognition method applied to the intelligent customer service robot in the first embodiment, the embodiment of the present invention provides an intention recognition device applied to the intelligent customer service robot, refer to Figure 6 As shown, the device includes:

[0135] A text acquisition module 60, configured to acquire the user's dialogue text;

[0136] Intention judging module 62 is used to judge whether intention is included in the dialog text, if included, then execute the processing of entity matching module, if not included, then finish processing, if can't judge, then execute the processing of text expansion module 63;

[0137] The text expansion module 63 is used for carrying out the context expansion of the dialogue text, and performing the processing of the entity matching module for the expanded dialogue text;

[0138] Entity matching module 64, used to identify the named entity set in the dialogue text, and...

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Abstract

The invention discloses an intention recognition method and device applied to an intelligent customer service robot, and belongs to the technical field of artificial intelligence. The method includesS0, acquiring the dialogue text of a user; S2, judging whether the dialogue text contains intention or not, if so, executing the step S4, if not, ending processing, and if not, executing the step S3;S3, performing context expansion on the dialogue text, and after the step S3, executing the step S4; S4, identifying a named entity set in the dialogue text, and determining intention knowledge pointsassociated with the named entity set; S5, expressing the dialogue text by adopting a distributed word vector, and predicting by using a plurality of pre-trained semantic classification models to obtain a plurality of pieces of semantic information; and S6, combining and optimizing the intention knowledge points and the semantic information by using an Ensemble framework to obtain the intention ofthe user. According to the embodiment of the invention, the intelligent customer service robot can quickly and accurately identify the intention of the user, and guarantee is provided for the robot to accurately answer the user question.

Description

technical field [0001] The invention relates to the technical field of artificial intelligence, in particular to an intention recognition method and device applied to an intelligent customer service robot. Background technique [0002] With the rapid development of business, artificial intelligence technology is advancing by leaps and bounds, and the emergence of customer service robots can effectively share the workload of manual customer service, save enterprise employment costs, break through time, manpower, and geographical constraints, and provide 7*24 hours of uninterrupted consulting services, alleviating The pain points of human customer service. Customer service robots can accept various questions from users. One of the keys to efficient and usable customer service robots is whether they can judge the user's true intentions based on the information given by the user. [0003] Although customer service robots have developed rapidly in recent years, they are highly s...

Claims

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Application Information

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IPC IPC(8): G06F16/33G06F16/36G06F17/27
CPCG06F16/36G06F16/3344G06F40/289
Inventor 汤毅平龚雪飞周彬杜柏圣
Owner 南京星云数字技术有限公司
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