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Intelligent customer service method and system based on multi-feature fusion

A multi-feature fusion, intelligent customer service technology, applied in special data processing applications, biological neural network models, semantic analysis, etc., can solve problems such as the inability to meet the requirements of similarity calculation accuracy, achieve good accuracy and generalization ability, easy to use. The effect of realizing and improving intelligence

Active Publication Date: 2020-12-08
华云天下(南京)科技有限公司
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Problems solved by technology

Although the existing method has a good effect on the similarity calculation of intelligent customer service data sentences, it still cannot meet the accuracy requirements of similarity calculation.

Method used

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  • Intelligent customer service method and system based on multi-feature fusion
  • Intelligent customer service method and system based on multi-feature fusion
  • Intelligent customer service method and system based on multi-feature fusion

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Embodiment Construction

[0041] The present invention is further analyzed below in conjunction with specific embodiment.

[0042] An intelligent customer service method based on multi-feature fusion, the customer service system adopted includes a data acquisition module, a data preprocessing module and a similarity recognition module. The data preprocessing module includes removing useless characters, removing stop words, Chinese error correction, Chinese word segmentation and vectorization. Similarity recognition module includes preprocessing layer, feature extraction module, feature fusion layer, classification layer and output layer. The feature extraction module includes a semantic feature module and a morphological feature module. The semantic feature module is used to extract the semantic feature of the sentence pair composed of the question sentence S1 and the corpus sentence S2 to obtain the semantic feature matrix; the morphological feature module is used to perform the morphological feature...

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Abstract

The invention discloses an intelligent customer service method and system based on multi-feature fusion. A traditional intelligent customer service system computes the similarity between a user questioning statement and a corpus statement through a single feature to retrieve an answer. The method comprises the following steps: 1, establishing a corpus and a user query data set, wherein the corpuscontains question and answer information required by the customer service, and a plurality of statement pairs with the same semantics and a plurality of statement pairs with different semantics extracted from the corpus form the user query data set. 2, preprocessing the statements in the corpus, wherein the preprocessing comprises Chinese word segmentation to obtain a vocabulary; and 3, establishing and training a similarity identification module. 4,determining whether the user questioning statement S1 and each corpus statement S2 are synonymous or not by using the similarity identification module, and when one statement in the corpus is synonymous with the user questioning statement S1, pushing reply information corresponding to the statement to the user. According to the method, a multi-head attention mechanism is introduced, so that the intelligence of the customer service system is improved.

Description

technical field [0001] The present invention relates to the technical field of natural language processing and intelligent customer service, in particular to an intelligent customer service method and system based on multi-feature fusion. Background technique [0002] Intelligent customer service is a major research hotspot in the financial field, the core of which is to quickly and accurately answer users' inquiries. The traditional intelligent customer service system mainly calculates the similarity between the user's question statement and the corpus statement through a single feature, and retrieves the answer through matching. Although user question sentences and corpus sentences contain similar keywords, the semantic logic may be quite different. Sentence similarity is the key technology to realize intelligent customer service, and it is a subset of text similarity recognition. The method based on deep learning is an important method for text similarity calculation. I...

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06K9/62G06F40/247G06F40/289G06F40/30G06N3/04
CPCG06F16/3329G06F40/247G06F40/289G06F40/30G06N3/044G06N3/045G06F18/22G06F18/253
Inventor 李美玲李秀梅孙军梅任亚伟
Owner 华云天下(南京)科技有限公司
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