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An intention recognition method and device applied to an intelligent customer service robot

A technology of intelligent customer service and robots, which is applied in special data processing applications, instruments, text database queries, 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 incompleteness, and improve The effect of accuracy

Active Publication Date: 2021-03-30
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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  • An intention recognition method and device applied to an intelligent customer service robot
  • An intention recognition method and device applied to an intelligent customer service robot
  • An intention recognition method and device applied to an intelligent customer service robot

Examples

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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 extension 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, which belongs to the technical field of artificial intelligence. The method includes S0: obtaining the dialogue text of the user; S2: judging whether the intention is included in the dialogue text, and if so, executing Step S4, if it is not included, then end the process, if it cannot be judged, then execute step S3; S3: extend the context of the dialog text, after step S3, execute step S4; S4: identify the named entity set in the dialog text, and Determine the intent knowledge points associated with the named entity set; S5: Represent the dialogue text with distributed word vectors, and use multiple pre-trained semantic classification models to predict and obtain multiple semantic information; S6: Use the Ensemble framework to analyze the intent knowledge Points and multiple semantic information are merged and optimized to obtain user intent. The embodiment of the present invention realizes that the intelligent customer service robot quickly and accurately recognizes user intentions, and provides guarantee for the robot to accurately answer user questions.

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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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/33G06F16/36G06F40/289
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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