User question and knowledge point title matching method and device

A technology of knowledge points and titles, applied in the computer field, can solve problems such as poor user satisfaction of robot answers, and achieve the effect of improving user satisfaction

Active Publication Date: 2019-07-19
ADVANCED NEW TECH CO LTD
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AI Technical Summary

Problems solved by technology

The above matching methods simply consider the correlation between user questions a

Method used

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  • User question and knowledge point title matching method and device
  • User question and knowledge point title matching method and device
  • User question and knowledge point title matching method and device

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Embodiment Construction

[0047] The solutions provided in this specification will be described below in conjunction with the accompanying drawings.

[0048] figure 1It is a schematic diagram of an implementation scenario of an embodiment disclosed in this specification. This implementation scenario involves the matching of user questions and knowledge point titles. User questions are questions entered by users, and the language is usually colloquial, simplified, and may even contain dialects or typos; knowledge point titles can be understood as knowledge points Corresponding standard questions. In the process of matching user questions with knowledge points, firstly match user questions with knowledge point titles, and then find the corresponding knowledge points according to the matched knowledge point titles. In an example, the user question is "How to get a refund after purchasing the payment code", and the standard question matched by the user question is "Can I get a refund after paying with th...

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Abstract

The embodiment of the invention provides a user question and knowledge point title matching method and device, and the method comprises the steps: obtaining current user query information which comprises a current user question; for the current user question, obtaining a plurality of candidate knowledge point titles matched with the current user question by using a plurality of algorithms; takingeach group of dialogue information consisting of the current user query information and each candidate knowledge point title as the input of a pre-trained depth feedback model, and obtaining the userfeedback level of each candidate knowledge point title and the relative probability of the user feedback level through the output of the depth feedback model; according to the user feedback level of each candidate knowledge point title and the relative probability of the user feedback level, selecting at least one candidate knowledge point title from the plurality of candidate knowledge point titles, and taking the at least one candidate knowledge point title as a knowledge point title matched with the user question, thereby improving the overall user satisfaction degree of the robot answer.

Description

technical field [0001] One or more embodiments of this specification relate to the computer field, and in particular to a method and device for matching user questions and knowledge point titles. Background technique [0002] In the robot question answering of the intelligent customer service, the knowledge point title matching the user question sentence is determined based on the user question sentence, and the knowledge point title and / or the knowledge point corresponding to the knowledge point title are pushed to the user accordingly. In the process of customer interaction with the robot, the language of the user's questions is colloquial and simplified. Improving the matching ability and effect of the customer service robot is critical to the entire customer service system and directly affects the service experience of the customer service system. [0003] Traditional methods for solving question-answer matching can be roughly divided into three categories. The first ca...

Claims

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Application Information

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IPC IPC(8): G06F16/33G06F16/332G06F16/36
CPCG06F16/3329G06F16/3346G06F16/367
Inventor 张望舒石志伟胡翔蔡捷刘俊宏
Owner ADVANCED NEW TECH CO LTD
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