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Method and device for solving knowledge base cold start in intelligent customer service

A technology of intelligent customer service and knowledge, applied in the field of data processing, can solve the problems that the accuracy and specialization of the knowledge base cannot be well guaranteed, rely on the level of manual customer service business, and multi-manual intervention, etc., to achieve a wide range of use and knowledge base Full coverage and cost reduction effect

Pending Publication Date: 2020-08-14
BEIJING ZHICHI BOCHUANG TECH
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AI Technical Summary

Problems solved by technology

Due to the limitations of the clustering algorithm, this method requires more manual intervention. The construction level of the knowledge base is the same as that of manual construction, and still depends on the business level of manual customer service. Therefore, the accuracy and specialization of the knowledge base are not very good. guarantee

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  • Method and device for solving knowledge base cold start in intelligent customer service
  • Method and device for solving knowledge base cold start in intelligent customer service

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Embodiment Construction

[0041] The present invention will be described in detail below in conjunction with the accompanying drawings, so that those of ordinary skill in the art can implement it after referring to this specification.

[0042] Such as figure 1 As shown, a method for solving the cold start of a knowledge base in an intelligent customer service includes: calling manual customer service log data for cleaning and preprocessing, and obtaining a set of candidate sentences;

[0043] Performing rough clustering of candidate sentences in the candidate sentence set using business word information to generate roughly divided business clusters;

[0044] Use fine-grained semantic aggregation on the coarsely divided service clusters to generate subdivided service clusters; and

[0045] After the sentences in each subdivided business cluster are divided into at least 1 standard sentence and similar sentences corresponding to the standard sentence according to the frequency of occurrence of the sentence, the f...

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Abstract

The invention discloses a method and device for solving knowledge base cold start in intelligent customer service. The method comprises the steps of: calling manual customer service log data for cleaning and preprocessing to obtain a candidate sentence set; carrying out coarse clustering on candidate sentences in the candidate sentence set by using business word information to generate coarsely classified business clusters; performing fine-grained semantic aggregation on the coarsely classified business clusters to generate finely classified business clusters; and dividing sentences in each finely classified business cluster into a standard sentence and similar sentences corresponding to the standard sentence according to the sentence occurrence frequency from most to least, thereby obtaining a final knowledge base for solving the knowledge base cold start. According to the method, an enterprise can be helped to quickly build a knowledge base of the enterprise, and the obtained knowledge base is higher in specialization degree, more accurate in problem and wider in problem coverage compared with an existing knowledge base.

Description

Technical field [0001] The present invention relates to the technical field of data processing, in particular to a method and device for solving the cold start of a knowledge base in an intelligent customer service. Background technique [0002] Customer service is a major way for companies to obtain user feedback and solve user product questions. The traditional customer service business is mainly handled by professional customer service personnel. With the increase in the volume of customer service business, the investment in customer service has also increased, becoming an expenditure that cannot be ignored. [0003] In order to cope with the customer service expenses caused by the increase in business volume, companies are more inclined to use intelligent customer service robots to replace manual customer service. When we use intelligent customer service robots, we need to configure the question answer pair data set so that the robot has a knowledge brain, and the question an...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/35G06F40/216G06F40/30G06K9/62G06N20/00
CPCG06F16/3329G06F16/355G06F40/216G06F40/30G06N20/00G06F18/23213G06F18/24
Inventor 吴科徐正虹吴立楠
Owner BEIJING ZHICHI BOCHUANG TECH
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