Statement hotspot extraction method and system

An extraction method and hotspot technology, applied in sentence hotspot extraction method and system field, can solve problems such as large difference in analysis effect, irrelevant noise filtering, inaccurate document clustering process, etc., to achieve representativeness and improve accuracy , easy-to-understand effect

Pending Publication Date: 2020-02-28
CHINA UNIONPAY
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Problems solved by technology

[0005] However, the information involved in the dialogue between the customer and the customer service personnel is very rich, and a lot of information is not related to the problem that the customer wants to consult. The method proposed by the above-mentioned prior art is not suitable for filtering irrelevant noise, and the noise It may also cover up valid data, resulting in inaccurate document clustering process, low clustering algorithm execution efficiency, and a large difference between the expected analysis effect and the actual effect

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  • Statement hotspot extraction method and system
  • Statement hotspot extraction method and system
  • Statement hotspot extraction method and system

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Embodiment Construction

[0020] In the following description, specific details are set forth in order to provide a thorough understanding of the present invention. It will be apparent, however, to one skilled in the art that embodiments of the invention may be practiced without these specific details. In the present invention, specific numerical references such as "first element", "second means" and the like may be made. However, specific numerical references should not be construed as necessarily obeying their literal order, but rather that "first element" is different from "second element".

[0021] The specific details set forth herein are exemplary only, and the specific details may vary while remaining within the spirit and scope of the invention. The term "coupled" is defined to mean either directly connected to a component or indirectly connected to a component via another component.

[0022] Preferred embodiments of methods, systems and devices adapted to implement the present invention are ...

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Abstract

The invention relates to a statement hotspot extraction method. The method comprises the following steps of extracting at least one emotion keyword from a document, wherein the document comprises at least one statement; performing dependency grammar analysis on the first statement to generate a dependency syntax tree; trimming the dependency syntax tree based on the first emotion keyword to form aresult syntax tree, wherein the first emotion keyword comes from the first statement; forming a text vector set based on the result syntax tree; and clustering the text vector set to form at least one class of interest. The method is beneficial for improving the accuracy of clustering results, does not influence original semantics, and can more accurately express hotspots concerned by customers.

Description

technical field [0001] The present invention relates to the technical field of text analysis, and more specifically, to a method and system for extracting sentence hotspots. Background technique [0002] The customer service center can receive a large number of customer complaints and consultations, and then classify the consultation documents according to the actual consultation categories of the customers through the operator and other relevant service personnel, import the results into the database, and then obtain consultation hotspots based on the statistical information of the consultation documents. Analyze hotspots obtained. [0003] However, with the increasing variety of customer consultation content and the increasing number of consultation documents, it is time-consuming, labor-intensive, and too Rely on analyst subjectivity. If the statements in the consulting documents can be extracted and automatically analyzed, it will be possible to obtain customer evaluat...

Claims

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Application Information

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IPC IPC(8): G06F40/289G06F40/253G06F40/211G06F40/216G06F16/35G06Q30/00
CPCG06Q30/01
Inventor 费志军邱雪涛王宇
Owner CHINA UNIONPAY
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