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Method and device for identifying emotional fluctuation of customer

A technology of mood swings and emotions, applied in the field of computer-readable storage media, can solve problems such as the inability to evaluate the mood swings and changes of conversational customers

Pending Publication Date: 2021-12-07
BEIJING WODONG TIANJUN INFORMATION TECH CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In the process of implementing the disclosed concept, the inventors have found that there are at least the following problems in the prior art: the recognition of short texts can only present the emotions expressed by customers when each sentence is entered, but cannot evaluate the entire conversation Fluctuations and changes in customer sentiment

Method used

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  • Method and device for identifying emotional fluctuation of customer
  • Method and device for identifying emotional fluctuation of customer
  • Method and device for identifying emotional fluctuation of customer

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Embodiment Construction

[0035] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. It should be understood, however, that these descriptions are exemplary only, and are not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the present disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Also, in the following description, descriptions of well-known structures and techniques are omitted to avoid unnecessarily obscuring the concepts of the present disclosure.

[0036] The terminology used herein is for the purpose of describing particular embodiments only, and is not intended to be limiting of the present disclosure. The terms "comprising", "comprising", etc. used herein indicate the presence of stated features,...

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Abstract

The invention provides a method and a device for identifying emotional fluctuation of a customer. The method comprises the following steps: acquiring an ith statement input by a first customer in a session; obtaining an accumulated emotion value corresponding to the ith statement, wherein the accumulated emotion value is the accumulation of an emotion change value corresponding to one statement input by the customer in the session and each statement in all statements before the statement, and the emotion change value is used for measuring the emotion fluctuation degree when the customer inputs a statement; and evaluating the emotional state of the first customer when the first customer inputs the ith statement based on the accumulated emotional value corresponding to the ith statement. The invention further provides a training method and device of an emotional fluctuation time sequence model, wherein the emotional fluctuation time sequence model is used for predicting the emotional state of the customer. The invention further provides electronic equipment and a computer readable storage medium.

Description

technical field [0001] The present disclosure relates to the technical field of artificial intelligence, and more specifically, to a method and device for identifying emotional fluctuations of customers, a training method and training device for a temporal model of emotional fluctuations, an electronic device, and a computer-readable storage medium . Background technique [0002] With the vigorous development of the Internet, the online customer service system has become an important part of the website. Customers can consult and understand all kinds of information through the customer service system. The improvement of customer service attitude and efficiency will help to improve the conversion rate of customer consultation. If during the customer consultation process, the customer service can grasp the customer's emotional fluctuations and provide customized services, the service quality can be effectively improved. If the customer is angry, the customer service should ...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/33G06F16/35G06F40/279G06Q30/00G06Q30/06G06N3/04G06N3/08
CPCG06F16/3329G06F16/3344G06F16/35G06F40/279G06Q30/01G06Q30/0631G06N3/08G06N3/044G06N3/045
Inventor 何峰何刚张学理
Owner BEIJING WODONG TIANJUN INFORMATION TECH CO LTD
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