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A man-machine interaction mode switching method and device

A technology of human-computer interaction and mode switching, which is applied in the fields of instrumentation, computing, electrical and digital data processing, etc., to achieve the effect of ensuring high-quality services

Pending Publication Date: 2022-01-07
ALIBABA GRP HLDG LTD
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AI Technical Summary

Problems solved by technology

However, due to the complexity of human dialogue, automatic chatbots cannot yet meet all the needs of customers, and human customer service is still required to replace the communication with customers when chatbots cannot provide effective services, so as to improve customer satisfaction with the service

Method used

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  • A man-machine interaction mode switching method and device
  • A man-machine interaction mode switching method and device
  • A man-machine interaction mode switching method and device

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Experimental program
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Embodiment approach

[0060] First, for the sentence coding part of step 102, the preferred implementation of the embodiment of the present invention is as follows figure 2 As shown, the specific steps include:

[0061] Step 201. Generate a word vector matrix representing the first sentence according to the word segmentation result of the first sentence and the position of each word segment.

[0062] Wherein, the first sentence is any sentence in a plurality of historical dialogue sentences.

[0063] This step is to perform necessary preprocessing on the first sentence, such as sentence cleaning, word segmentation, etc., and vectorize each word through the search vector dictionary according to the word segmentation results. At the same time, generate a corresponding The position vector of the word vector is added to the corresponding position vector to form the word vector matrix corresponding to the first sentence.

[0064] Step 202. Determine the first sentence code of the first sentence accor...

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Abstract

The invention discloses a man-machine interaction mode switching method and device, relates to the technical field of computer artificial intelligence, and mainly aims to determine the opportunity of switching from robot customer service to artificial customer service by evaluating the complexity of a dialogue process so as to improve the efficiency and satisfaction of customer service. According to the main technical scheme, the method comprises the steps of obtaining historical dialogue statements of human-computer interaction, wherein the historical dialogue statements comprise a plurality of statements; respectively encoding the plurality of statements to obtain a plurality of statement codes; obtaining a global interaction code according to the plurality of statement codes; generating a dialogue position vector according to the global interaction code; determining a dialogue difficulty weight according to the dialogue position vector; according to the global interaction code and the dialogue difficulty weight, obtaining a dialogue comprehensive expression matrix; according to the dialogue comprehensive expression matrix, determining that machine dialogue is switched to manual dialogue.

Description

technical field [0001] The invention relates to the technical field of computer artificial intelligence, in particular to a method and device for switching modes of human-computer interaction. Background technique [0002] As a very popular and promising application, the human-computer dialogue system is gradually being applied to many fields. Relying on speech recognition and natural language understanding and other related technologies, the human-machine dialogue system aims to provide users with various services in the form of voice interaction, such as consultation, guidance, daily chat, etc., which will directly change the existing service provision methods in the future . [0003] At present, in the customer service industry, chatbots have been widely used to serve customer calls and consultation, pre-sales and after-sales services. However, due to the complexity of human dialogue, automatic chatbots cannot meet all the needs of customers, and human customer service ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332
CPCG06F16/3329
Inventor 刘家伟张琼孙常龙高喆蒋卓人康杨杨
Owner ALIBABA GRP HLDG LTD
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