Method and system for automatically identifying customer intention based on NLP

By analyzing the status characteristics and text content in the interactive data, the methods and systems for identifying customer intentions are solved, and the problem of not being able to fully determine customer potential intentions in the prior art is improved, and the accuracy and efficiency of customer intention recognition are improved.

CN119692355AActive Publication Date: 2025-03-25浙江鑫淼通讯有限责任公司
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Patent Information

Application Number
CN202411775335.0
Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
Filing Date
2024-12-05
Publication Date
2025-03-25
Estimated Expiration
2044-12-05

AI Technical Summary

Technical Problem

When the prior art recognizes customer intentions during network interaction, it mainly relies on the superficial meaning of the message text sent by the customer in the interaction, and cannot comprehensively determine the customer's potential intentions, resulting in a decrease in recognition accuracy.

Method used

By collecting interactive data from the interactive interface, analyzing state characteristics such as the number of input state switching times and duration, determining the intention representation coefficient, dividing the intention degree categories, and performing adaptive analysis based on the categories, identifying intention-coherent text segment groups and keywords, combining semantic similarity and product detail word matching degree, and judging customer intentions.

Benefits of technology

It improves the accuracy of customer intention identification, can timely focus on potential customers with strong intentions, quickly match the real needs of fuzzy intention customers, improves the operational efficiency of the response side, and provides customers with a good communication experience.

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Abstract

The invention relates to the technical field of natural language processing, in particular to a method and a system for automatically identifying customer intention based on NLP, and the method comprises the steps: collecting interaction data of an interaction interface, and analyzing state features based on the interaction data; determining an intention characterization coefficient aiming at the sending end based on the state characteristics in the interaction duration so as to divide intention degree categories aiming at the sending end; and calling the interaction data corresponding to the sending end, and adaptively analyzing the called interaction data according to the intention degree category, so that potential customers with strong intentions can be focused in time, the accuracy degree of customer intention identification is improved, meanwhile, the real requirements of customers with fuzzy intentions can be matched more quickly, and the user experience is improved. The overall operation efficiency of the response end is improved, and good communication experience is provided for customers.
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