Quality inspection method and device for multiple rounds of conversations in robot customer service guidance conversations

Abstract

The embodiment of the invention provides a quality inspection method and device for multiple rounds of conversations in robot customer service guidance conversations. The method comprises the steps ofacquiring a first conversation text of the current multiple rounds of conversations between robot customer service and a target user; inputting the first dialogue text into a pre-trained regression model, outputting a dialogue score of the current multi-round dialogue through the regression model, with the regression model being trained based on a training sample, the training sample being generated based on historical dialogues of a user and an artificial customer service, the dialogue score being used for indicating the number of dialogue rounds of a normal dialogue included in the first dialogue text; and when the difference between the number of dialogue rounds included in the first dialogue text and the number of dialogue rounds of the normal dialogue is greater than a preset threshold, determining that the current multi-round dialogue is an abnormal dialogue. Quality inspection of multiple rounds of conversations in robot customer service guidance conversations can be efficiently realized.

Description

technical field [0001] One or more embodiments of this specification relate to the field of computers, and in particular, to a method and device for quality inspection of multiple rounds of dialogue in a robot customer service guidance dialogue. Background technique [0002] The conversation between the robot customer service and the user may be a conversation initiated by the user, or a conversation initiated by the robot customer service. The conversation initiated by the robot customer service is based on the specific task purpose. To guide the user's dialogue, the dialogue process usually needs to be sorted out, configured and maintained in advance. Due to the complexity of the dialogue process, it is inevitable that there will be configuration errors or imperfections in the dialogue process. Correspondingly , there may be abnormal dialogues in multiple rounds of dialogues conducted according to the pre-configured dialogue flow, that is, low-quality dialogues and low use...

AI Technical Summary

Problems solved by technology

The conversation initiated by the robot customer service is based on the specific task purpose. To guide the user's dialogue, the dialogue process usually needs to be sorted out, configured and maintained in advance. Due to the complexity of the dialogue process, it is inevitable that there will be configuration errors or imperfections in the dialogue process. Correspondingly , there will be abnormal dialogues in multiple rounds of dialogues conducted according to the pre-configured dialogue flow, that is, low-quality dialogues and low user satisfaction

In the existing technology, it is usually manually checked whether each multi-round dialogue is an abnormal dialogue, which is relatively inefficient

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