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Dynamic expanding knowledge graph inference method oriented to China Mobile intelligent customer service

A technology of intelligent customer service and dynamic expansion, applied in electrical digital data processing, special data processing applications, instruments, etc., can solve problems such as lack of humanized design, longer consultation cycle, and reduced customer service efficiency, to meet the needs of multiple rounds of dialogue Effect

Active Publication Date: 2018-07-06
CHONGQING UNIV OF POSTS & TELECOMM
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Problems solved by technology

This method will cause the dialogue mode to be rigid and fixed, lack of humanized design, and reduce the user experience. When the user expresses the intention clearly, the entire consultation cycle will become longer and reduce the efficiency of customer service.

Method used

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  • Dynamic expanding knowledge graph inference method oriented to China Mobile intelligent customer service
  • Dynamic expanding knowledge graph inference method oriented to China Mobile intelligent customer service
  • Dynamic expanding knowledge graph inference method oriented to China Mobile intelligent customer service

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Embodiment Construction

[0035] The preferred embodiments of the present invention will be described in detail below with reference to the accompanying drawings.

[0036] The present invention provides a dynamically extended knowledge graph reasoning method for China Mobile's intelligent customer service, and constructs a semantic knowledge graph by constructing triples (h, r, t), such as figure 2 , where h represents the head semantic entity, r represents the semantic relationship, and t represents the tail semantic entity. Through tensor decomposition, a core tensor and a factor matrix are obtained. Each two-dimensional matrix slice in the core tensor represents a semantic relationship, and each row in the factor matrix represents a semantic entity. The result restored by the core tensor and the factor matrix can be regarded as the probability of the establishment of the corresponding triplet.

[0037] Assuming that the vectors obtained by h and t after some mapping related to r are similar or equ...

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Abstract

The invention relates to a dynamic expanding knowledge graph inference method oriented to China Mobile intelligent customer service, and belongs to the technical field of artificial intelligence. Themethod comprises the steps of constructing a ternary knowledge graph representing learning; executing a knowledge graph Top-k query technology under a limiting technology; conducting single-business multi-round dialogue scene knowledge inference; conducting cross-business multi-round dialogue scene new-semantics mining. By means of the dynamic expanding knowledge graph inference method oriented tothe China Mobile intelligent customer service, natural language information with effective response interaction is provided for a user, and the requirements for multi-round dialogues with the intelligent customer service are met.

Description

technical field [0001] The invention belongs to the technical field of artificial intelligence, and relates to a dynamic expansion knowledge graph reasoning method for China Mobile's intelligent customer service. Background technique [0002] With the continuous development of computer natural language technology, intelligent multi-turn dialogue system has received extensive attention. At the same time, intelligent customer service is also developed on the basis of large-scale knowledge processing. Intelligent customer service dialogue not only establishes a fast and effective means of communication between enterprises and users, but also provides enterprises with the statistical analysis information required for refined management. [0003] In the existing technology, intelligent customer service mostly uses keywords and key sentence matching methods, calls stored questions and answers from the knowledge base, and uses a question-and-answer dialogue mode to feed back to us...

Claims

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Application Information

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IPC IPC(8): G06F17/30
CPCG06F16/3329G06F16/367
Inventor 李鹏华刘太林朱智勤李嫄源朱庆元
Owner CHONGQING UNIV OF POSTS & TELECOMM
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