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.