Named entity recognition model, telephone switchboard transfer extension method and system

A named entity recognition and telephone switchboard technology, applied in the field of communication, can solve the problems of not being able to find the desired contact, affecting customer experience, reducing enterprise work efficiency, etc.

Pending Publication Date: 2020-09-18
上海阿尔卡特网络支援系统有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In this process, the same business may correspond to multiple extension numbers (salesperson), which will cause a situation: when the customer calls the customer service number for the same problem many times and cannot find the extension number to be contacted, a matter may be important. It has been said many times, which has greatly affected the customer experience
It also causes a waste of enterprise resources and reduces the work efficiency of enterprises.

Method used

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  • Named entity recognition model, telephone switchboard transfer extension method and system
  • Named entity recognition model, telephone switchboard transfer extension method and system
  • Named entity recognition model, telephone switchboard transfer extension method and system

Examples

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no. 1 example

[0131] In the first embodiment, the present invention provides a named entity recognition model based on an attention-based two-way long-short-term memory unit-conditional random field (Attention-Based BiLSTM-CRF). The entity information of the model includes department names and person names, with 5 types of labels;

[0132] Wherein, the tags are: the beginning part of the person's name, the middle part of the person's name, the beginning part of the department name, the middle part of the department name and non-entity information. The tags are as follows:

[0133] The beginning of the B-Person's name

[0134] The middle part of the I-Person's name

[0135] The beginning of the B-Depart department name

[0136] The middle part of the I-Department name

[0137] ONon-entity information.

[0138] For example, "Help me transfer to Li Hong from the Information Department", after word segmentation, it is "Help me transfer to Li Hong from the Information Department", and the ou...

no. 2 example

[0161] The second embodiment is further improved on the first embodiment above, and the step of training the named entity recognition model is added, and the same part as the first embodiment above will not be repeated; as figure 2 As shown, the following steps are used to train the named entity recognition model;

[0162] S1, data preprocessing, including removing specified useless symbols, text segmentation, removing specified stop words and constructing a feature dictionary; removing specified useless symbols: redundant spaces and other meaningless symbols in the input text are useless for the model, we pre Use regular expressions to remove;

[0163] Text segmentation: jieba word segmentation, use the jieba word segmentation library to segment the text, and process the input text into a sequence of words. During the word segmentation process, for the proprietary vocabulary in some fields that may appear or the words that you do not want jieba to split, create a custom dic...

no. 3 example

[0173] In the third embodiment, the present invention provides a method for the named entity recognition model in the first or second embodiment, including the following steps:

[0174] S4, voice information to text, using the existing intelligent voice interaction platform to convert voice information into text information, such as the Alibaba Cloud intelligent voice interaction platform;

[0175] S5, extracting entity information in the text based on the named entity recognition model, including the following sub-steps;

[0176] S5.1, load the model files generated by training, including dictionaries, tags and training models;

[0177] S5.2, perform data processing on the customer's text information to generate a word index sequence; wherein, the specific steps of data processing are similar to the model training part, only need to replace the constructed dictionary with the loaded feature dictionary file;

[0178] S5.3, input the generated word index sequence into the trai...

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Abstract

The invention discloses a named entity recognition model. According to the named entity recognition model, a bidirectional long-short-term memory unit-conditional random field based on an attention mechanism includes an embedding layer that is a pre-trained word vector used by the model. The bidirectional LSTM layer carries out feature extraction, and each word simultaneously contains forward andbackward information representations; the self-attention layer captures an internal word dependency relationship of the sentence; the full connection layer maps the output of the bidirectional LSTM layer and the output of the self-attention layer into a vector of which one dimension is the number of output tags; and the CRF layer is used for learning the dependency relationship between the tags. The invention also discloses a telephone switchboard transfer extension method and a telephone switchboard transfer extension system. The named entity recognition model can quickly and accurately recognize entity information. According to the switchboard transfer extension method / system, the extension number to be contacted can be accurately and quickly retrieved for the client and transferred according to the requirements of the client, the extension transfer service is supported to be provided for multiple clients at the same time, and high-quality and efficient switchboard transfer service experience is provided.

Description

technical field [0001] The invention relates to the field of communication, in particular to a named entity recognition model of bidirectional long-short-term memory unit-conditional random field based on attention mechanism. The invention also relates to a method for transferring a telephone switchboard to an extension using the named entity recognition model and a system for switching a telephone switchboard to an extension. Background technique [0002] General corporate telephones will have a switchboard and an extension. The switchboard system allows the company to announce only one phone number to the outside world. After calling in from this number, the business will be transferred to different extensions to answer the call according to the voice navigation set by the company itself. . Or, when someone dials the switchboard to find the extension number, the switchboard staff can transfer the call directly to the corresponding extension staff. When the caller does no...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F40/295G06F40/289G06F40/242G06N3/04H04M3/493H04M3/54G10L15/26
CPCG06F40/295G06F40/289G06F40/242G06N3/049H04M3/4936H04M3/54G10L15/26G06N3/044
Inventor 沈燕陈屹峰戴蓓蓉陆炜王一腾孙璐
Owner 上海阿尔卡特网络支援系统有限公司
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