Intelligent customer service system constructed based on knowledge graph

A technology of intelligent customer service and knowledge graph, applied in the field of intelligent customer service system, which can solve the problem of inability to distinguish knowledge requirements and knowledge content.

Pending Publication Date: 2020-12-15
JIANGSU OCEAN UNIV
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AI Technical Summary

Problems solved by technology

Therefore, treating Q&A pairs as a single unit in the construction of knowledge graphs cannot distinguish between knowledge requirements and knowledge content.

Method used

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  • Intelligent customer service system constructed based on knowledge graph
  • Intelligent customer service system constructed based on knowledge graph
  • Intelligent customer service system constructed based on knowledge graph

Examples

Experimental program
Comparison scheme
Effect test

Embodiment

[0093] 1. Experimental data

[0094] The dataset used in this experiment is the NLPCC-ICCPOL 2016KBQA (tcci.ccf.cn / conference / 2016 / pages / page05_evadata.html) dataset. This dataset is currently the largest public Chinese knowledge graph question answering dataset, which contains a training set of 14,609 question-answer pairs and a test set of 9870 question-answer pairs. And provide a knowledge base, which contains 6,502,738 entities, 587,875 attributes and 43,063,796 triples. Each row in the knowledge base file stores a fact (fact), that is, a triple (entity, attribute, attribute value). Knowledge Base Sample Attached Figure 7 shown;

[0095] These question answering datasets will be preprocessed first. In word segmentation, Jieba word segmentation software package which is very popular when dealing with Chinese words is used. In the filtering of stop words, many popular Chinese stop word lists are used, such as the stop word database of the Machine Intelligence Laborator...

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Abstract

The invention relates to the technical field of network data search, and particularly provides an intelligent customer service system constructed based on a knowledge graph, which constructs a knowledge graph for questions and answer files by determining more accurate positions of question and answer pairs by utilizing characteristics of the question and answer pairs. Besides the constructed knowledge graph, the invention further provides a new method for effectively using the knowledge graph; the characteristics of the question and answer document are composed of questions and answers and used for making two dimensions of the map meaningful, the knowledge graph is expanded in the transverse direction and the vertical direction, especially in the vertical expansion period; the structure ofa subsequent layer is kept stable, and a merging mechanism is provided to avoid sparsity. And the LabelSOM selects the feature words of each neuron for navigation, and extracts a typical QA documentto enable a user to quickly understand all contents.

Description

technical field [0001] The invention relates to the technical field of network data search, in particular to an intelligent customer service system based on a knowledge map. Background technique [0002] The rapid development of the Internet, especially in the era of Web 2.0, has greatly increased the amount of knowledge acquired online. For example, Yahoo Q&A and Zhihu provide online platforms for sharing knowledge. Users post questions (knowledge needs) on these sites and share their knowledge by freely answering other people's questions. The traditional question answering system is divided into two parts: question processing and answer retrieval. The basis of question processing is word segmentation. However, using word segmentation to process long text nouns in some professional fields can easily cause noun segmentation. The general idea to deal with this problem is to manually construct a professional dictionary. This method consumes a large amount of human data. Mo...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/36G06Q30/00
CPCG06Q30/01G06F16/3329G06F16/367
Inventor 李慧张舒鲁尧施珺杨玉樊宁仲兆满胡文彬王国金
Owner JIANGSU OCEAN UNIV
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