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Response method and response system

A response system and text information technology, applied in the computer field, can solve problems such as deep user dissatisfaction, user distress, and unresponsive answers, and achieve the effect of improving user experience and service quality

Pending Publication Date: 2020-07-28
BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD +1
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  • Abstract
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the processing ability of intelligent customer service is limited, and it can only analyze simple sentences, and cannot make accurate emotional judgments for slightly complex sentences, thus giving inappropriate answers, causing troubles to users, and not being able to well solve the actual needs of users , and even deepen user dissatisfaction
[0004] Therefore, the inventor believes that the above-mentioned intelligent reply method has great limitations, cannot quickly obtain the user's emotional level, and has the disadvantage of being difficult to quickly make a reasonable reply to the customer's message

Method used

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  • Response method and response system

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Embodiment Construction

[0036] The present invention is described below based on examples, but the present invention is not limited to these examples. In the following detailed description of the invention, some specific details are set forth in detail. The present invention can be fully understood by those skilled in the art without the description of these detailed parts. In order to avoid obscuring the essence of the present invention, well-known methods, procedures, and flow charts are not described in detail. Additionally, the drawings are not necessarily drawn to scale.

[0037] figure 1 A flow chart of the response method in the embodiment of the present invention is shown, and the specific steps include S101-S104.

[0038]In step S101, text information input by a user is acquired.

[0039] In step S102, the user emotion type corresponding to the text information is identified according to the emotion classification model.

[0040] In step S103, if the user's emotion type corresponding to...

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Abstract

The embodiment of the invention provides a response method and a response system. The response method comprises: acquiring text information input by a user; identifying a user emotion type corresponding to the text information according to an emotion classification model; if the user emotion type corresponding to the text information is a negative emotion type, identifying the emotion concentration of the user under the negative emotion type according to an emotion concentration model; and respectively replying the text information representing the different emotion concentrations in differentforms. The emotion type and the emotion concentration, reflected by the text information, of the user can be accurately judged by adopting the two models, when the user has the negative emotion type,the pacifying strategy which can meet the user requirement most is implemented, and the user satisfaction degree and the user experience are improved.

Description

technical field [0001] The invention relates to the technical field of computers, in particular to a response method and a response system. Background technique [0002] In the field of e-commerce, with the rapid growth of online shoppers and the wide application of deep learning technology, intelligent customer service is gradually acting as a window directly facing users to communicate with users. The user's evaluation of the product and the emotional information conveyed in the communication content with the customer service are an important basis for expressing the user experience. [0003] In the service, the intelligent customer service needs to reply to the user's message. If the intelligent customer service can efficiently reply to the user's message in a detailed and reasonable manner, the user's experience and satisfaction can be improved. However, the processing ability of intelligent customer service is limited, and it can only analyze simple sentences, and cann...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/35G06F16/33
Inventor 高维国刘航
Owner BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD
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