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Intelligent response method and system based on context dialogue semantic recognition

A technology of semantic recognition and intelligent response, applied in the field of intelligent response, can solve the problem that the system cannot correctly understand the customer's intention, and achieve the effect of improving customer satisfaction, improving the hit rate of recommendation, and reducing workload.

Inactive Publication Date: 2017-01-25
GUANGZHOU BAILING DATA CO LTD
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Problems solved by technology

[0005] In order to solve the technical problem in the prior art that the system cannot correctly understand the customer’s intention due to the many default components of colloquial sentences in customer consultation, the present invention proposes an intelligent response method and system based on contextual dialogue semantic recognition, which improves the recommendation matching of the intelligent response system Effectively reduce the cost of manual customer service and improve service quality

Method used

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  • Intelligent response method and system based on context dialogue semantic recognition

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Embodiment

[0026] see figure 1 , the intelligent answering system of the present invention comprises mobile equipment, telephone routing, voice-to-text module, answering module and customer service seat display, wherein mobile equipment, telephone routing and voice-to-text module are connected successively, and answering module is connected with mobile equipment, voice to text module respectively , Seat monitor connection.

[0027] There are two main ways for customers to access the intelligent answering system. One is to dial the customer service phone through the mobile device, and convert the text into the answering module through the phone routing and voice-to-text module. The other is to use the APP of the mobile device, online answering The text is directly input to the answering module by means of pages, etc. see figure 2 , the present invention adds context-based dialogue semantics recognition function to the processing method of the traditional intelligent answering system. ...

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Abstract

The invention discloses an intelligent response method and system based on context dialogue semantic recognition. The method comprises the following steps of: performing formatting and natural language processing on a consulting question to obtain a semantic type of the question, determine a question intention of a user, and extract out keywords; performing answer matching by using a recommend matching algorithm, and outputting hit knowledge points in the form of retrieved results; if no knowledge point with a corresponding matching degree exists, performing structural analysis on the consulting question, and performing semantic recognition on the consulting question in combination with context contents to recompose the consulting question; performing retrieving on the recomposed consulting question; and extracting a suitable answer from retrieval results. According to the method disclosed by the invention, a traditional intelligent response system is improved by virtue of a natural language processing technology, dialogue semantic recognition based on context is added, a user colloquial consulting mode can be effectively processed, the response matching degree of the intelligent response system is promoted, the user experience is greatly improved, and the customer service cost is effectively reduced.

Description

technical field [0001] The invention relates to the technical field of intelligent responses, in particular to an intelligent response method and system based on context dialogue semantic recognition. Background technique [0002] With the rapid development of computer information and Internet technology, customer service is gradually developing in the direction of networking, intelligence and personalization. Enterprises need to provide a large number of customer service personnel to meet customers' information consultation needs. Intelligent customer service based on artificial intelligence technology based on speech recognition technology and natural language understanding realizes intelligent human-computer interaction with customers through online channels such as web, voice, and SMS, greatly improving the work efficiency of customer service personnel and reducing repetitive labor of customer service , effectively reducing the cost of manual customer service and improvi...

Claims

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Application Information

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IPC IPC(8): H04M3/51G06F17/30G06F17/27
CPCG06F16/334G06F16/3344G06F40/211G06F40/30H04M3/51
Inventor 赖招展姜磊沈广盈朱振航杨辰
Owner GUANGZHOU BAILING DATA CO LTD
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