Interactive-question semantic understanding method in intelligent customer services

Abstract

The invention provides an interactive-question semantic understanding method in intelligent customer services. The method includes the following steps that the conversation content between current intelligent customer services and clients is subjected to co-text language environment expression, wherein co-text language environment expression comprises event expression and language environment expression; according to the co-text language environment expression, a conversation semantic event graph is constructed; according to multiple conversation corpora of the intelligent customer services and the clients, a business logic tree is constructed; according to a determined finite state automata, an order state machine is established; according to the semantic event graph, logic decision branches are selected from the business logic tree; according to the logic decision branches and the order state machine, a semantic processing template is returned to the intelligent customer services, and semantic expression generation is carried out. According to the interactive-question semantic understanding method in the intelligent customer services, interaction questions and answers based on aflow diagram are achieved, the accuracy of client interrogation understanding of the intelligent customer services is increased, the consistency between the intelligent customer services and client conversations is guaranteed, and the work efficiency of the intelligent customer services is improved.

Description

technical field [0001] The invention relates to the technical field of semantic recognition, in particular to a method for understanding the semantics of interactive questions in intelligent customer service. Background technique [0002] According to statistics, the ratio of the number of orders to the number of consulting users of e-commerce websites is about 4%. The ratio will vary for different types of e-commerce websites, but overall from this ratio, it can be seen that the cost pressure of customer service on e-commerce websites is huge. , and with the continuous development of business and the increase in the number of orders, the cost of customer service will become higher and higher, which greatly restricts the cost control of e-commerce. Therefore, the research and development of e-commerce intelligent customer service system is extremely urgent. [0003] Semantic understanding itself is difficult to define, and the current realization of true semantic understandi...

AI Technical Summary

Problems solved by technology

[0004] The present invention provides a semantic understanding method for interactive questions in intelligent customer service, which is used to solve the problem of low semantic understanding accuracy in existing intelligent customer service, so as to ensure the continuity of conversation between intelligent customer service and customers

Images