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Feedback Assignment Method and System Based on Semantic Analysis

A technology of semantic analysis and voice information, applied in the field of communication, can solve the problems of long feedback process and increase the company's operating costs, and achieve the effect of reducing the amount of calculation, fast and efficient feedback experience, and strong professionalism

Active Publication Date: 2019-10-01
美味不用等(上海)信息科技股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For some highly technical problems, or newcomer customer service, he does not know how to allocate them if he does not understand the technical content. He cannot directly find someone who can solve the problem or refer to the problem for the feedback. This feedback process requires a large number of customer service personnel. personnel, which increases the company's operating costs, and the feedback process takes a long time, making it impossible to provide users with a fast and efficient feedback experience

Method used

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  • Feedback Assignment Method and System Based on Semantic Analysis
  • Feedback Assignment Method and System Based on Semantic Analysis
  • Feedback Assignment Method and System Based on Semantic Analysis

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0070] figure 1 A schematic flowchart of a semantic analysis-based intelligent feedback method provided by an embodiment of the present invention, the method includes:

[0071] Step 101: Obtain keywords, summarize the keywords, and generate business tag sets, post tag sets, personal tag sets, feedbacker tag sets, and feedback question tag sets respectively. The set of all tags forms a tag database (i.e. company corpus ), wherein, the set of feedback problem tags is the tags of problems recorded in the system that have been resolved or are being processed;

[0072] Specifically, this method allows participants (including feedback, processors, or other people who are just concerned) to add some tags, and these tags are not limited to positions, ratings, etc., but about positions, businesses or individuals Some keywords of specific information may also include some industry terms, or tags customized by participants.

[0073] Different positions have different labels. R&D positi...

Embodiment 2

[0106] Embodiment 2 of the present invention is a preferred embodiment provided on the basis of Embodiment 1 above, as figure 2 As shown, this embodiment 2 comprises the following steps:

[0107] Step 201: Obtain keywords, summarize the keywords, and generate business tag sets, job tag sets, personal tag sets, feedbacker tag sets, and feedback question tag sets respectively. The set of all tags constitutes a tag database, where all The set of feedback problem tags mentioned above is the tags of the problems recorded in the system that have been solved or are being processed;

[0108] Specifically, this method allows participants (including feedback, processors, or other people who are just concerned) to add some tags, and these tags are not limited to positions, ratings, etc., but about positions, businesses or individuals Some keywords of specific information may also include some industry terms, or tags customized by participants.

[0109] Step 202: Obtain data informatio...

Embodiment 3

[0135] Embodiment 3 of the present invention provides a feedback assignment system based on semantic analysis, such as image 3 As shown, the system includes: a terminal module 301 and a server module 302, the terminal module 301 is connected to the server module 302,

[0136] The terminal module 301 includes: a data information acquisition module 3011, a voice information conversion module 3012, a label extraction module 3013 and a feedback output module 3014,

[0137] The server module 302 includes: a tag database generating module 3021, a storage module 3022, a data receiving module 3023, a data processing module 3024, a first matching module 3025, a second matching module 3026, and a feedback receiving module 3027,

[0138] in,

[0139] The data information acquisition module 3011 is connected with the voice information conversion module 3012 and the label extraction module 3013, and after acquiring the text information input by the user, sends the text information to the...

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Abstract

This application discloses a feedback assignment method and system based on semantic analysis. By analyzing the information input by the feedback in real time, the meaning of the content of the feedback from the feedback can be defined in real time in the form of dynamic tags, and then calculated by the label similarity Determine whether the problem fed back by the feedbacker has similar problems in the system. If there is a similar problem, the processing result of the similar problem will be fed back. If there is no similar problem, the similarity with the label of the processor will be calculated, and finally the label with the highest similarity will be assigned to correspond The processor can solve the problem of the feedback, or assign a human customer service to deal with it. Compared with the feedback tools in the prior art, this method has stronger interactivity, finds a processor who can solve the problem and gives feedback in time, and the assigned processor is highly reliable and professional. This method can provide Faster and more efficient feedback experience.

Description

technical field [0001] The present invention relates to the technical field of communications, and more specifically, to a method and system for assigning feedback based on semantic analysis. Background technique [0002] The so-called feedback is a standard function of almost all applications. The role of feedback in product development cannot be ignored. This is almost the best portal for collecting user opinions for all applications. The feedback function can be used to solve problems encountered by users during use. Improve user experience. These feedback issues include glitches, questions, and regulatory issues. [0003] The traditional feedback method is to provide a customer service phone number and let the respondent contact the customer service. This method is efficient and low-cost. Therefore, with the popularization and application of the Internet and e-commerce, and the development of artificial intelligence technology, some dedicated intelligent customer servic...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/332G06F16/36G06K9/62G06F17/27
CPCG06F16/3329G06F16/36G06F40/30G06F18/22
Inventor 闫寒郑国春谢新法黄超
Owner 美味不用等(上海)信息科技股份有限公司