Customer service robot comprehension performance detection fusion method and device
A fusion method and robotic technology, applied in the fields of instruments, electrical digital data processing, digital data information retrieval, etc., can solve problems such as errors, misunderstandings, customer consultation problems, understanding performance differences, etc., to improve customer service efficiency and improve user experience. , to understand the effect of performance
Active Publication Date: 2022-02-15
CHINA TELECOM CORP LTD
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Problems solved by technology
[0003] However, the technology and quality of current customer service robot products are uneven, and there are large differences in the understanding of customer consultation problems.
For enterprise users, when selecting a customer service robot, they are faced with two important problems: 1: How to evaluate the understanding performance of a customer service robot; Clear expression, complete information, questioning method in line with language usage habits, etc.), most of them can give accurate answers, but for non-standard questioning methods with the same meaning, they will have misunderstandings and give wrong answers
The performance evaluation of existing customer service robots uses the calculation of precision and recall to reflect the understanding performance of customer service robots, which cannot reflect the consistency between standard questions and synonym questions, nor can it reflect There are differences between multiple customer service robots; Question 2: When the comprehension performance of an independent customer service robot is difficult to meet the demand, how to choose a customer service robot to work together so that the understanding performance of answering customer questions can be improved
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[0032] The present disclosure will be described more fully hereinafter with reference to the accompanying drawings, in which exemplary embodiments of the disclosure are illustrated. The technical solutions in the embodiments of the present disclosure will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present disclosure. Obviously, the described embodiments are only part of the embodiments of the present disclosure, not all of them. Based on the embodiments in the present disclosure, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present disclosure.
[0033] The "first" and "second" in the following are only used to describe the difference, and have no other special meanings.
[0034] figure 1 It is a schematic flow chart of an embodiment of a customer service robot understanding performance detection fusion method accordi...
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The present invention provides a customer service robot comprehension performance detection and fusion method and device, wherein the method includes: testing the customer service robot based on a set of test samples, and according to the standard questions and synonymous questions in the test samples respectively output by the customer service robot The answer determines the test consistency value of the customer service robot for the test sample set, and selects the qualified customer service robot that meets the evaluation requirements from the customer service robot according to the test consistency value; sets up the collaborative control robot, and forms a fusion collaborative robot by the fusion candidate robot and the collaborative control robot. Customer service robot. The method, device and search engine system of the present invention propose a partial consistency measurement method for customer service robots, which can reflect the degree of consistency of customer service robots on the test sample set, and enable customer service robots to work collaboratively to achieve better results Understanding performance improves the accuracy of answers provided to users, improves service efficiency, and improves user experience.
Description
technical field [0001] The present invention relates to the technical field of artificial intelligence, in particular to a method and device for understanding performance detection and fusion of customer service robots. Background technique [0002] Artificial intelligence technology is becoming more and more mature, and in many industries, artificial intelligence technology and products are gradually being applied in practice. For example, the Siri dialogue robot of the famous Apple Company abroad, the Xiaoice dialogue robot of Microsoft Corporation, domestic scientific research institutions (such as the Institute of Computing Technology of the Chinese Academy of Sciences and Tsinghua University) and enterprises. In order to improve customer service efficiency and reduce customer service costs, service-oriented enterprises introduce customer service robots into enterprise customer service. A customer service robot is an intelligent automatic device that receives consultati...
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IPC IPC(8): G06F16/332G06F16/33G06F40/279
Inventor 黄智勇齐力焕张建英陈银星王薇肖夏白东宾陈欣
Owner CHINA TELECOM CORP LTD