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A service processing method, device and computer-readable storage medium

A business processing and business technology, applied in the field of human-computer intelligent interaction, can solve problems such as inaccurate identification, inaccurate problem answering and processing, and achieve the effect of accurately answering and processing problems

Active Publication Date: 2021-03-05
CHINA MOBILE COMM LTD RES INST +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, when this processing method is applied to the field of mobile customer service, due to the characteristics of the field of mobile customer service, it is determined that the above processing method will cause inaccurate identification of problems, resulting in inaccurate answering and processing of problems, etc.

Method used

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  • A service processing method, device and computer-readable storage medium
  • A service processing method, device and computer-readable storage medium
  • A service processing method, device and computer-readable storage medium

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Embodiment Construction

[0053] The present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments.

[0054]An accurate understanding of user intentions becomes the basis and core technical requirement for the success of an intelligent customer service system. The current intelligent customer service system is generally a text dialogue system based on the question-and-answer database, that is, the user enters text, and the intelligent customer service system finds the standard question that best matches the user's question through keyword and rule matching, and takes the answer corresponding to the standard question as the answer Feedback to users. Among them, when matching answers, in the massive chat question-and-answer database, similarity matching and rearrangement are performed on user questions to find the most matching questions to user questions. Therefore, the current intelligent customer service system is suitable for the robot scen...

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Abstract

The invention discloses a service processing method, comprising: obtaining user questions; passing the user questions through an action classifier to form an action classification probability vector; passing the user questions through a service classifier to form a service classification probability vector; using The action classification probability vector and the business classification probability vector determine the action classification label and business classification label corresponding to the user question; look up the action classification label and business classification label of the user question in the information dimension table, and determine the user The business logic corresponding to the question; the information dimension table is a two-dimensional table formed by actions and services; according to the determined business logic, the response process to the user question is completed. The invention also discloses a business processing device and a computer-readable storage medium.

Description

technical field [0001] The present invention relates to the field of human-computer intelligent interaction, in particular to a business processing method, device and computer-readable storage medium. Background technique [0002] The intelligent customer service system refers to a customer service system that uses natural language understanding technology as the core, and provides corresponding answers or guidance to help users complete corresponding business processes according to relevant consultation, inquiry, handling and other types of questions raised by mobile users. [0003] At present, in the intelligent customer service system, it is generally a text dialogue system based on the question and answer library. That is, the user enters text, and the system finds the standard question that best matches the user's question through keyword and rule matching, and feeds back the answer corresponding to the standard question as the answer to the current user. [0004] Howe...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/332G06F16/33G06F16/338G06F16/35
Inventor 王燕蒙冯俊兰胡珉段福高孟繁宇
Owner CHINA MOBILE COMM LTD RES INST
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