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

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...

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.

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