Customer service log backflow method and device based on text clustering

A text clustering and log technology, applied in the field of artificial intelligence, can solve problems such as low efficiency of knowledge bases

Pending Publication Date: 2022-04-12
南京星云数字技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The purpose of the present invention is to provide a method and device for returning customer service logs based on text clustering, which can solve the problem of low efficiency of manually returning users to the knowledge base

Method used

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  • Customer service log backflow method and device based on text clustering
  • Customer service log backflow method and device based on text clustering
  • Customer service log backflow method and device based on text clustering

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0052]The customer service log reflow method based on text clustering provided in this embodiment mainly solves two problems in the field of intelligent customer service business. First, what kind of question logs need to be reflowed, and how to select after the clustering is completed. How to deal with the problem. Second, how to ensure the accuracy of the clustering algorithm, so that the clustering algorithm can accurately distinguish different scenarios and different intentions of users, and reasonably gather questions in the same scenario and agreeing graphs in the same cluster. . The customer service log return method based on text clustering mainly includes two parts:

[0053] 1. Process construction of query log backflow.

[0054] This part is mainly aimed at the application module of query log backflow. Including the source of the backflow problem, the selection plan for the backflow problem, and the processing method of the remaining data after the backflow is com...

Embodiment 2

[0094] This embodiment provides a customer service log return device based on text clustering, including:

[0095] The matching unit is used to obtain multiple question logs that do not match the answers from the customer service system;

[0096] A clustering and clustering unit, configured to cluster and cluster a plurality of question logs through scene recognition and intent recognition, so that each cluster includes at least one question log;

[0097] The screening return unit is used to screen out the question logs from the clusters for marking based on the total number of the question logs in each cluster and the number of identical question logs in each cluster and return them to the knowledge base.

[0098] Compared with the prior art, the beneficial effect of the text clustering-based customer service log return device provided by the embodiment of the present invention is the same as that of the text clustering-based customer service log return method provided in the...

Embodiment 3

[0100] This embodiment provides a computer-readable storage medium. A computer program is stored on the computer-readable storage medium. When the computer program is run by a processor, the steps of the above-mentioned method for reflowing customer service logs based on text clustering are executed.

[0101] Compared with the prior art, the beneficial effect of the computer-readable storage medium provided by this embodiment is the same as that of the method for reflowing customer service logs based on text clustering provided by the above technical solution, and details are not repeated here.

[0102] Those of ordinary skill in the art can understand that all or part of the steps in the above-mentioned inventive method can be completed by instructing related hardware through a program. The above-mentioned program can be stored in a computer-readable storage medium. When the program is executed, it includes: For each step of the method in the above embodiments, the storage med...

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Abstract

The invention discloses a customer service log backflow method and device based on text clustering, relates to the technical field of artificial intelligence, and can solve the problem of low efficiency of manual backflow of user problems to a knowledge base. The method comprises the following steps: acquiring a plurality of question logs which are not matched with answers from a customer service system; clustering the plurality of question logs through scene recognition and intention recognition, so that each cluster comprises at least one question log; and based on the total number of the question logs in each cluster and the number of the same question logs in each cluster, screening out the question logs from the clusters, marking the question logs and returning the question logs to the knowledge base. The method provided by the scheme is applied to the device.

Description

technical field [0001] The present invention relates to the technical field of artificial intelligence, in particular to a method and device for reflowing customer service logs based on text clustering. Background technique [0002] In the Internet industry, major companies are equipped with customer service systems for their respective products. The manual customer service department is a labor-intensive industry, and the large amount of training and service costs incurred is a great burden for the enterprise. On this basis, with the development of artificial intelligence technology, major companies have introduced intelligent customer service to assist or replace the work of human customer service. [0003] At present, a large number of intelligent customer service is based on the knowledge base matching scheme, which is essentially a matching process between user questions and knowledge base questions. Therefore, the richness of the questions in the knowledge base is ver...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/35G06F16/335G06F16/332G06F40/30G06K9/62G06Q30/02
Inventor 张国栋
Owner 南京星云数字技术有限公司
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