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Subject differentiating method and device

A topic and new topic technology, applied in the field of distinguishing topics, can solve the problem that the topic is not necessarily the desired topic, and it is impossible to distinguish whether the topic obtained by clustering is a new topic or an old topic, so as to reduce the difference in machine understanding of the problem Effect

Active Publication Date: 2017-09-05
ALIBABA GRP HLDG LTD
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  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0006] The purpose of the present invention is to provide a method and device for distinguishing topics, so as to solve the technical problems that current technology cannot distinguish whether the topics obtained by clustering are new topics or old topics, or the topics obtained by clustering are not necessarily the desired topics.

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Embodiment Construction

[0039] The technical solution of the present invention will be described in further detail below in conjunction with the accompanying drawings and embodiments, and the following embodiments do not constitute a limitation of the present invention.

[0040] In this embodiment, the customer consultation frequently encountered in the customer service process is taken as an example. Generally, customer service personnel need to determine what the customer's inquiry is based on the dialogue with the customer. It is also very important for the improvement and development of the product to further judge whether the question consulted by the user is a new question or an old question. In the present embodiment, the dialogue between the customer and the customer service personnel is used as training data, and the questions to be consulted by the customer are known from a large number of dialogues through LDA clustering. Further judge whether the problem that the customer wants to consult...

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Abstract

The invention discloses a subject differentiating method and device which is applied to identify that data to be trained belongs to known subjects or new subjects. The subject differentiating method comprises the steps that data is extracted from the data corresponding to the known subjects and is labeled, and the labeled data and the data to be trained are merged to form a training dataset; then the training dataset is subjected to clustering, and the subjects which belong to training data are obtained after clustering; finally, according to the labeled data, whether the obtained subjects after clustering are the known subjects or the new subjects is differentiated. The device comprises a data extraction module, a clustering module and a subject differentiating module. The subject differentiating method and device reduces the difference between the understanding of people to questions and the understanding of machines to questions, and can differentiate the questions which are put forward by clients precisely.

Description

technical field [0001] The invention belongs to the technical field of data processing, and in particular relates to a method and device for distinguishing subjects. Background technique [0002] When users use products or services, they often encounter problems that they cannot handle, or problems that need to be consulted, and then seek customer service for help. Every day, the number of inquiries from users is very large, and the angles of consultation are also different. Many users are asking the same questions, some of which are old questions that the customer service has already known, and some are new questions that have not been discovered. [0003] Understanding the problems raised by users can help in product design and improvement. For example, if a new problem is found, it may be a point where the product needs to be improved. If the number of consultations on old questions increases or decreases, it may be that the number of users of a certain function block h...

Claims

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Application Information

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IPC IPC(8): G06F17/30
CPCG06F16/35G06F16/36G06F18/232G06F16/353G06F18/214G06F40/216G10L15/02G10L15/063
Inventor 蔡宁张凯杨旭
Owner ALIBABA GRP HLDG LTD
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