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Identification method and identification device for user intention

A technology of user intent and recognition method, applied in the field of communication, can solve problems such as failure to solve user problems in time, waste a lot of time of users, complaints, etc., and achieve the effect of reducing user complaints, solving user problems, and enhancing favorability

Active Publication Date: 2019-06-28
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Claims
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Problems solved by technology

[0004] In this way, since the number of unclarified intentions in the existing technical solution is fixed, the self-service system may continue to play related content with unclarified intentions, which cannot solve user problems in time, wastes a lot of time for users, and even incurs unnecessary complaints

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  • Identification method and identification device for user intention
  • Identification method and identification device for user intention
  • Identification method and identification device for user intention

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Embodiment Construction

[0057] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0058]The terms "first", "second", "third", "fourth", etc. (if any) in the description and claims of the present invention and the above drawings are used to distinguish similar objects and not necessarily Describe a specific order or sequence. It is to be understood that the data so used are interchangeable under appropriate circumstances such t...

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Abstract

The embodiment of the invention provides an identification method and an identification device for user intention. The method comprises the following steps: carrying out emotional analysis on voice information of users to obtain target emotional scores corresponding to the voice information; judging whether the target emotional scores are lower than a preset emotional score threshold; if the target emotional scores are lower than the preset emotional score threshold, setting an unclarified time threshold according to the target emotional scores; determining the times of unclarified intention in the communication with the user according to the voice information; if the determined times of the unclarified intention are lower than a time threshold of the unclarified, starting a self-service system to identify the user intention. The method provided by the embodiment of the invention has the advantages that the times of the unclarified intention can be dynamically set, service is intelligently provided for the users and user problems are timely solved, so that user time is saved and user complaints are reduced.

Description

technical field [0001] Embodiments of the present invention relate to the field of communication technologies, and in particular, to a method and device for identifying user intentions. Background technique [0002] With the continuous development of the economy, the communication technology has developed rapidly, and more and more people begin to use the communication system of the communication operator for communication. [0003] At present, if a user encounters any problem when using the communication system of the communication operator, he usually consults the customer service system of the communication operator. The existing customer service system generally sets a fixed number of unclarified intentions. If the number of unclarified intentions in the user feedback communication content is lower than the above set value during the communication with the user, the self-service system is generally used to communicate with the user. [0004] In this way, since the numbe...

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L25/63G06Q30/02G06F17/27G10L15/26
Inventor 刘金财王涛周昌宇
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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