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Processing method and device for solving intelligent customer service dialogue context

A technology of intelligent customer service and processing method, which is applied in the fields of electronic digital data processing, natural language data processing, special data processing applications, etc., can solve the problems of poor compatibility, workload, and high implementation costs, and achieves improved accuracy and extraction accuracy. rate, ease of response

Pending Publication Date: 2022-04-12
EMOTIBOT TECH LTD
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AI Technical Summary

Problems solved by technology

This kind of defect can obtain better results on a specific data set, but there is additional workload, high implementation cost, and poor compatibility

Method used

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  • Processing method and device for solving intelligent customer service dialogue context
  • Processing method and device for solving intelligent customer service dialogue context

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Embodiment Construction

[0038] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are some of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0039] Please refer to figure 1 , a processing method for solving the dialogue context of intelligent customer service provided by an embodiment of the present invention is applied to an intelligent customer service system, and the method includes:

[0040] S101 , extracting entities and attributes of the query sentence sent by the client, and using the extracted content as context information.

[0041] Specifically, the question statement is gen...

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Abstract

The embodiment of the invention discloses a processing method and device for solving intelligent customer service dialogue context, which are applied to an intelligent customer service system, and the method comprises the following steps: extracting an entity and an attribute of a question statement sent by a user side, and taking the extracted content as context information; the method comprises the following steps: supplementing a current question sent by a current user by using context information extracted according to a question statement in the same session; taking the supplemented sentences and the original sentences as user questions to inquire the intelligent customer service system; wherein the original sentence is the current question which is not supplemented; the method has the advantages that statements generated by a user in the session process are abstracted into description of entities and attributes, so that a complex natural language problem is reasonably simplified, complementation of a current question is achieved through context information under the same session, and therefore the user experience is improved under the condition that many extra workloads do not need to be operated. And the context identification accuracy is improved.

Description

technical field [0001] The present invention relates to the technical field of natural language processing, in particular to a processing method and device for solving the dialogue context of intelligent customer service. Background technique [0002] With the development of the Internet, intelligent customer service has been applied in all walks of life, gradually replacing manual services. However, when the intelligent customer service system actually provides services, due to the user's natural dialogue habits, it is inevitable to encounter the problem of dialogue context. For example, "What is the minimum purchase amount of AAA funds?", "What about BBB funds?". Depending on the context, he should be talking about "thresholds." From the context, we can think that what the client is asking is "What is the minimum purchase amount of BBB funds?". This is very much in line with natural conversation habits. [0003] In the prior art, there are some common solutions to solv...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F40/279
Inventor 简仁贤沈振宇
Owner EMOTIBOT TECH LTD
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