Method for intelligent customer service to identify the complete semantics of multiple questions in coherent context

Abstract

The invention relates to a method for intelligent customer service to identify the complete semantics of multiple questions in a coherent context. The method includes the steps: S1 removing stop wordsto form a user question word set; S2, finding out the standard question with the highest matching degree to the first question; saving the matched user words as a set of consumed words; S3, matchingthe next question; if a match is possible, adding the matched word to the set of consumed words while returning to S5; if the match is not completed, going to step 4; S4: supplementing from the set of consumed words; S5, judging whether the question word set of the user is still surplus, if so, returning to step 3, otherwise, turning to step 6; S6: outputting all the complete standard questions.The invention can effectively solve the problem that the semantic information cannot be shared in broken sentences, thereby shortening the response time and improving the response accuracy rate and the system intelligence.

Description

Technical field: [0001] The invention relates to intelligent customer service technology, and further relates to a method for intelligent customer service to recognize the complete semantics of multi-question sentences in a coherent context. Background technique: [0002] In order to support the State Grid Customer Service Center to centrally accept the 95598 business of the entire network and ensure the continuous improvement of customer service level, the State Grid Customer Service Center built and put into operation the State Grid Corporation Customer Service Center Knowledge Base System (hereinafter referred to as "Central Knowledge") in September 2013. library"). The central knowledge base is knowledge service-oriented, establishes a knowledge management system and structure, and builds a unified customer service knowledge system and knowledge application. The response time is improved, the one-time question answering rate and the accuracy of business replies are impr...

AI Technical Summary

Problems solved by technology

[0007] The main service object of the present invention is the electricity customer who uses the intelligent customer service robot for power supply, and the indirect service object is the online customer service personnel of the national grid customer service center. When they encounter complex business scene problems, the solution to the problem and the service steps Intelligent assistance during process use

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