Conversation Scenario Models Using Event Tracking for Process Control
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Solution Overview
Problem
Existing conversation scenario models struggle to fully cover complex service processes and lack the ability to control conversation processes effectively, especially when users fail to perform operations according to linguistic representations.
Innovation Solution
A method involving acquiring question-answer conversation text from historical interactions, adding flagged guide information derived from event-tracking records, and performing model training to generate an information interaction model that enhances process control capabilities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conversation scenario model is trained with text information translated from conversation content, then the model can interact with users and guide service processes, but the model cannot fully cover complex service processes and lacks the ability to control conversation processes
Solution Approach 1:
The patent introduces event-tracking records as an intermediary between the conversation content and the model training process. These records capture actual user operations and serve as a bridge to enhance the model's understanding of service processes, allowing the model to learn both linguistic representations and operational sequences without directly controlling the conversation flow
Solution Approach 2:
The patent implements a feedback mechanism by using event-tracking records to monitor actual user operations during service processes. These records provide feedback about user behavior patterns and operational sequences, which are then fed back into the model training process to improve the model's ability to predict and control conversation processes more accurately
2Adaptability or versatility
If more guide nodes are added to the service process to cover complex operations, then the service process can be more comprehensively covered, but the conversation process control becomes more difficult to manage
Solution Approach 1:
The patent segments the service process into discrete operational steps captured through event-tracking records. Each segment represents a specific user operation or system response, allowing the complex service process to be broken down into manageable units that the model can process and predict independently, reducing the overall complexity of control
Data Source
AI summary
A method, an apparatus and a device for generating a conversation scenario model are provided, which relate to the technical field of intelligent conversation and can generate an information interaction model which comprehensively covers a service process so that a robot customer service controlled by the model can guide a user to trigger a text conversation which is more in line with process operation. The method includes: acquiring a question-answer conversation text formed in a historical information interaction process of a conversation scenario, wherein the question-answer conversation text comprises multiple rounds of text interaction information; adding flagged guide information into the question-answer conversation text, wherein the flagged guide information is field information obtained by processing event-tracking records in an information interaction page; and performing model training by using a question-answer conversation text with the flagged guide information to generate an information interaction model of the conversation scenario.