CN103309948A - System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center - Google Patents
System and method for public opinion monitoring analysis and intelligent distribution processing of coordination center Download PDFInfo
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Abstract
The invention provides a system and a method for public opinion monitoring analysis and intelligent distribution processing of a coordination center. Public opinion information to be analyzed is acquired by information acquiring equipment; language analysis information is generated by intelligent language analysis equipment; the language analysis information is classified to corresponding user intention types and corresponding business types by intelligent semanteme analysis equipment, and importance scores, emergency scores and user emotion scores of the language analysis information are respectively calculated; matching search is carried out by intelligent answer engine equipment; language analysis information processing tasks are distributed to customer service staff by the intelligent information distribution equipment and are sent to information processing equipment; the result for processing the language analysis information by the customer service staff is acquired by information processing equipment, and the result or the response to questions received from the intelligent answer engine equipment is automatically fed back to a corresponding web page. The system and the method can acquire mass data efficiently, intelligent analysis public opinion content and intelligently and efficiently distribute processing tasks.
Description
Technical field
The present invention relates to natural language processing, artificial intelligence, internet information is integrated and the enterprise-level information intelligent distributes, particularly a kind of liaison centre's public sentiment monitoring analysis and smart allocation disposal system and method.
Background technology
The method that existing liaison centre is directed to the public sentiment monitoring analysis of internet information and processing mainly is to obtain in the internet user of social online media sites release news (public feelings information) by artificial mode, then pass through Keyword-method-arit hmetic, the filtration of the information of carrying out and screening, carry out the affirmation of information and again screening by artificial mode more subsequently, then be distributed equally processing according to the information after the screening.
But, the artificial information acquisition efficiency of existing this method is too low, and it is too original for the Keyword-method-arit hmetic of information, accuracy rate is too low, efficient is not high on the distribution mechanism of information simultaneously, relatively more mechanical, above-described problem has all caused inefficiency in the processing internet public opinion magnanimity information, can't in time process various information.
Summary of the invention
The object of the present invention is to provide a kind of liaison centre public sentiment monitoring analysis and smart allocation disposal system and method, solve liaison centre when public sentiment is monitored, can't Real-time Obtaining magnanimity public feelings information, can't be efficiently and the intellectual analysis public sentiment content of high-accuracy and the problem of can't high efficiency smart distributing the public sentiment Processing tasks.
For addressing the above problem, the invention provides a kind of liaison centre public sentiment monitoring analysis and smart allocation disposal system, comprising:
Information acquisition apparatus, for the page that browses web sites every the default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content;
The intelligent language analytical equipment, be used for obtaining described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity;
The intelligent semantic analytical equipment, be used for obtaining described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism;
The intelligent response engine apparatus, be used for reading type of service from described data storage device and be the language analysis information of consulting, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment;
The intelligent information distributing equipment, be used for obtaining language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark;
Messaging device, be used for showing corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and answer automatic feedback to corresponding Website page with described result or from the problem that described intelligent response engine apparatus receives;
Data storage device is used for storing described public feelings information to be analyzed, user view type, type of service, importance scores together, urgent mark and user's emotion mark of each language analysis information.
Further, in said system, information acquisition apparatus adopts multithreading simulation people's the behavior of browsing, all information of showing to record described Website page by the automatic script technology.
Further, in said system, described intelligent language analytical equipment adopts conditional random field models and algorithm that described public feelings information is carried out participle, Entity recognition and the part-of-speech tagging of information sequence with the production language analytical information.
Further, in said system, described intelligent semantic analytical equipment adopts supporting vector machine model and algorithm that each language analysis information classification is intended in the type to respective user.
Further, in said system, algorithm in described supporting vector machine model and the algorithm is for to obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, x is the sequence behind a certain participle, the cluster lineoid of g (x) representative take w as normal vector, b is parameter, and w is real number.
According to another side of the present invention, a kind of liaison centre public sentiment monitoring analysis and smart allocation disposal route are provided, comprising:
Information acquisition apparatus is every the page that browses web sites of default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content;
The intelligent language analytical equipment is obtained described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity;
The intelligent semantic analytical equipment is obtained described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, and calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism;
The intelligent response engine apparatus reads type of service and is the language analysis information of consulting from described data storage device, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment;
The intelligent information distributing equipment obtains language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark;
Messaging device shows corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and answer automatic feedback to corresponding Website page with described result or from the problem that described intelligent response engine apparatus receives.
Further, in said method, information acquisition apparatus is every the page that browses web sites of default time, and record in the step of all information that described Website page shows, information acquisition apparatus is by the automatic script technology, adopt multithreading simulation people's the behavior of browsing, all information of showing to record described Website page.
Further, in said method, described intelligent language analytical equipment is carried out described public feelings information in participle, Entity recognition and the part-of-speech tagging step with the production language analytical information of information sequence, adopts conditional random field models and algorithm that described public feelings information is carried out participle, Entity recognition and the part-of-speech tagging of information sequence with the production language analytical information.
Further, in said method, the intelligent semantic analytical equipment adopts supporting vector machine model and algorithm that each language analysis information classification is intended in the type to respective user with in the step of each language analysis information classification in the respective user intention type.
Further, in said method, algorithm in described supporting vector machine model and the algorithm is for to obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, x is the sequence behind a certain participle, the cluster lineoid of g (x) representative take w as normal vector, b is parameter, and w is real number.
Compared with prior art, the present invention by information acquisition apparatus every the page that browses web sites of default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content; The intelligent language analytical equipment is obtained described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity; The intelligent semantic analytical equipment is obtained described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, and calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism; The intelligent response engine apparatus reads type of service and is the language analysis information of consulting from described data storage device, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment; The intelligent information distributing equipment obtains language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark; Messaging device shows corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and the problem that receives with described result or from described intelligent response engine apparatus answers automatic feedback to corresponding Website page, can the effective acquisition mass data, intellectual analysis public sentiment content and intelligent and high-efficiency allocation process task.
Description of drawings
Fig. 1 is liaison centre's public sentiment monitoring analysis of one embodiment of the invention and the structural drawing of smart allocation disposal system;
Fig. 2 is liaison centre's public sentiment monitoring analysis of one embodiment of the invention and the process flow diagram of smart allocation disposal route.
Embodiment
For above-mentioned purpose of the present invention, feature and advantage can be become apparent more, the present invention is further detailed explanation below in conjunction with the drawings and specific embodiments.
Embodiment one
As shown in Figure 1, the invention provides a kind of liaison centre public sentiment monitoring analysis and smart allocation disposal system, comprise information acquisition apparatus 31, intelligent language analytical equipment 32, intelligent semantic analytical equipment 33, intelligent response engine apparatus 34, intelligent information distributing equipment 35, messaging device 36 and data storage device 37.
Information acquisition apparatus 31, for the page that browses web sites every the default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device 37, described public feelings information comprises user ID, user's name, information issuing time and original information content.
Optionally, described information acquisition apparatus 31 can pass through the automatic script technology, adopt multithreading simulation people's the behavior of browsing, all information of showing to record described Website page, concrete, information acquisition apparatus 31 is by the automatic script technology, adopt multithreading simulation people's behavior, regularly per 1 minute, browse corresponding Website page, then record all information that the website is showed.Information acquisition apparatus 31 can be according to the tabulation of internet address, and the script of the corresponding analog access in each address, obtains all information of this website specific webpage, and this information is the pure words that meets the html standard.
Optionally, described information acquisition apparatus 31 can obtain the station address that needs crawl information and the regular expression template of information filtering by configuration management element, all information of then according to regular expression described Website page being showed are carried out the screening of data, remove by filter the junk data of user outside releasing news, and then obtain the message content that the user sends, and user's relevant information, then import in the data storage device 37 this information is stored in the corresponding data storage device 37.In addition, but whether the validity of described information acquisition apparatus 31 authorization informations meets the form of definition, and whether the inclusion information item is complete, then is the acceptable public feelings information if the verification passes, otherwise this information filtering is fallen, and charge in the log system.
Intelligent language analytical equipment 32, be used for obtaining described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity.
Optionally, described intelligent language analytical equipment adopts condition random field (Conditional Random Field) model and algorithm that described public feelings information is carried out participle, Entity recognition and the part-of-speech tagging of information sequence with the production language analytical information.Concrete, undressed information in the intelligent language analytical equipment 32 real-time reading out data memory devices 37, can obtain in batches 10 untreated public feelings informations is saved in intelligent language analytical equipment 32 internal memories at every turn, subsequently by condition random field (Conditional Random Field) model and algorithm, knowledge base and feature database that the basis is historical, the public feelings information sequence is carried out cutting, identification entity and mark part of speech.Wherein the entity title comprises: name, place name, air ticket, hotel's travelling products, part of speech comprises: noun, verb, auxiliary word, adjective and adverbial word etc.Subsequently with the language analysis input information in intelligent semantic analytical equipment 33.After handling 10 public feelings informations, again from data storage device 37, read public feelings information, if also have data, replicate analysis again then, as there are not data, intelligent language analytical equipment 32 enters dormant state, follow-uply all can carry out the again inquiry of public feelings information every one second intelligent language analytical equipment 32.
Intelligent semantic analytical equipment 33, be used for obtaining described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device 37, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism.Concrete, by irrelevant classification is set in the user view type, the data that need not more than 80% to process all can be classified as this irrelevant classification, like this can be in mass data, can be filled into and need not the data processed more than 80%, and again in conjunction with the high efficiency of distribution with flow process, can significantly promote treatment effeciency.
Optionally, described intelligent semantic analytical equipment 33 adopts support vector machine (SVM) models and algorithm that each language analysis information classification is intended in the type to respective user.Concrete, algorithm in described supporting vector machine model and the algorithm is for to obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, x are the sequence behind a certain participle, the cluster lineoid of g (x) representative take w as normal vector, b is parameter, and w is real number.Concrete, SVM is a kind of typical binary classifier algorithm, it is responsible just the answer or negative problem only, can disposablely not solve all classification, because the calculated amount all too of desirable like this statistical is large, large arriving can't practical stage.So system will adopt the flexi mode of recurrence, carry out the iteration of algorithm.
At first intelligent semantic analytical equipment 33 definables complaint classification is positive sample, and remaining is negative sample entirely.And algorithm is told a sample and is belonged to or do not belong to positive sample, needs discrete output valve, so represent that with 1 sample belongs to positive sample, represents not belong to positive sample with 0, i.e. negative sample;
Then obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, this g (x) has represented the cluster lineoid take w as normal vector, and for the analysis mode of difference classification, g (x) can be different;
Judge that complaining the algorithm of classification is g1 (x), parameter b is 0 herein, and w is real number, and concrete value depends on the multidimensional real number value after the historical training;
Then with the segmentation sequence of output information as parameter, be input in g1 (x) algorithm, when the result greater than 0 the time, system judges that this information is positive sample, even complaint classification, then upgrade the tag along sort of this information, will import in the analytical algorithm of g2 (x) suggestion classification in recurrence this moment less than 0 information;
Again obtained the information greater than 0 suggestion classification, with the tag along sort of fresh information, then will import in the analytical algorithm that g3 (x) praises classification less than 0 information recurrence again;
By subseries again, obtain the praise information greater than 0, upgrade tag along sort, and then search the information that class label is set that whether has or not, be input to again successively activity analysis algorithm g4 (x), among the consulting analysis algorithm g5 (x), the tag along sort that lastest imformation is relevant.
The category filter of the user view type that this moment is all is finished, and by the mode of continuous recurrence cutting, has reached the purpose of multi-class analysis, this moment, each language analysis information all possessed the label of user view type: complain, suggestion is praised, activity, the consulting nothing to do with;
Follow-up intelligent semantic analytical equipment 33 also can be carried out for language analysis information the classification of type of service, this analysis will be based on the mark sequence of the entity in the information, it is relevant with which type of service obtaining this language analysis information, and type of service comprises: air ticket, hotel and tourism.
And then according to the part-of-speech tagging sequence of word, mainly be: adjective, adverbial word and preposition, analyze the importance scores together of each bar data, emergency mark and emotion mark, mark is that this basic data can come from a knowledge base according to the coming of the mark addition of relevant three dimensions of different terms.
At last data are stored in the data storage device, wherein the information row comprise: original information content, segmentation sequence, user ID, user's name, type of service, base class, importance scores together, emergency mark and emotion mark.
Intelligent response engine apparatus 34, be used for reading type of service from described data storage device and be the language analysis information of consulting, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment.Concrete, intelligent response engine apparatus 34 can read the user view type in real time and be the language analysis information of consulting from data storage device 37, after obtaining language analysis information, obtain key words the sequence behind participle, with key words, pass through pattern matching algorithm, in the knowledge base of current business, mate, if find to have matching degree to reach more than 90% or the answer of the problem of the language analysis information more than 95%, then this problem is answered automatic feedback to messaging device 36, this information is set to process simultaneously, otherwise this language analysis information is sent to intelligent information distributing equipment 35.
Intelligent information distributing equipment 35, be used for obtaining language analysis information from described intelligent response engine apparatus 34, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark.Concrete, intelligent information distributing equipment 35 is according to described user view type, type of service, importance scores together, urgent mark and user's emotion mark, every class of service (air ticket for current employee, the business such as hotel), the level of every business skill (high, in low), and historical situation about processing formulates allocation rule, thereby be the Processing tasks of each customer service treatment people distribution language analysis information, and wherein allocation rule can comprise:
1, priority processing importance is high information;
2, the high information of priority processing urgency level;
3, priority processing emotion mark is negative information;
4, priority allocation is to the highest staff for the treatment of effeciency on the same day;
5, priority allocation was once processed the personnel of same client information in the history;
According to the state of online customer service, select the most efficient and rational allocation scheme at last, distribute to corresponding staff.
Messaging device 36, be used for showing corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and answer automatic feedback to corresponding Website page with described result or from the problem that described intelligent response engine apparatus receives.Concrete, the staff is in messaging device, can receive in real time the message notifying of allocation process task, the prompting message type is: complain, suggestion is praised, consulting, movable nothing to do with, messaging device 36 can be according to complaint, consulting, suggestion, the sequencing of praising, be pushed to customer service treatment people sequential processes, and in each classification, again can be according to importance, urgency level and emotion mark carry out prioritization, the message that priority processing importance is high, urgency level and emotion mark are low.The customer service treatment people is processed assigned language analysis information in real time by messaging device.If find that assigned language analysis information is wrong, can manually reset classified information by messaging device 36, if this mistake is that to come from the analysis result of intelligent language analytical equipment 32 and intelligent semantic analytical equipment 33 wrong, the customer service treatment people can be put this language analysis information and mark in order, then feed back in the knowledge base and feature database of intelligent language analytical equipment 32 and intelligent semantic analytical equipment 33, so can run into similar information next time, intelligent language analytical equipment 32 and intelligent semantic analytical equipment 33 can correctly be processed again.If the customer service treatment people in the process of processing, is found without the language analysis information that oneself can't process, can automatically be transmitted to the higher customer service treatment people of technical ability by messaging device 36 and be for further processing.In addition, each staff can be by real-time assignment messages, if find certain Message Processing overlong time, perhaps do not begin for a long time processing messages, messaging device 36 can notice be pointed out managerial personnel, what message status was processed at present is unusual, and this time restriction is five minutes, but the regulation complaint message must provide answer in five minutes, and remaining was limited in ten minutes, all overtime all can be by the log system record, and automatically notify the related management personnel to carry out the tracking of particular problem.
Data storage device 37 is used for storing described public feelings information to be analyzed, user view type, type of service, importance scores together, urgent mark and user's emotion mark of each language analysis information.
Embodiment two
As shown in Figure 2, the present invention also provides another kind of liaison centre public sentiment monitoring analysis and smart allocation disposal route, comprising:
Step S1, information acquisition apparatus is every the page that browses web sites of default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content; Optionally, information acquisition apparatus is every the page that browses web sites of default time, and record in the step of all information that described Website page shows, information acquisition apparatus is by the automatic script technology, adopt multithreading simulation people's the behavior of browsing, all information of showing to record described Website page;
Step S2, the intelligent language analytical equipment is obtained described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity; Optionally, described intelligent language analytical equipment is carried out described public feelings information in participle, Entity recognition and the part-of-speech tagging step with the production language analytical information of information sequence, adopts conditional random field models and algorithm that described public feelings information is carried out participle, Entity recognition and the part-of-speech tagging of information sequence with the production language analytical information;
Step S3, the intelligent semantic analytical equipment is obtained described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, and calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism; Optionally, the intelligent semantic analytical equipment is with in the step of each language analysis information classification in the respective user intention type, adopt supporting vector machine model and algorithm that each language analysis information classification is intended in the type to respective user, algorithm in described supporting vector machine model and the algorithm is for to obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, x is the sequence behind a certain participle, the cluster lineoid of g (x) representative take w as normal vector, b is parameter, and w is real number;
Step S4, the intelligent response engine apparatus reads type of service and is the language analysis information of consulting from described data storage device, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment;
Step S5, the intelligent information distributing equipment obtains language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark;
Step S6, messaging device shows corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and answer automatic feedback to corresponding Website page with described result or from the problem that described intelligent response engine apparatus receives.
Other detailed content of embodiment two specifically can referring to embodiment one, not repeat them here.
In sum, the present invention by information acquisition apparatus every the page that browses web sites of default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content; The intelligent language analytical equipment is obtained described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity; The intelligent semantic analytical equipment is obtained described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, and calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism; The intelligent response engine apparatus reads type of service and is the language analysis information of consulting from described data storage device, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment; The intelligent information distributing equipment obtains language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark; Messaging device shows corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and the problem that receives with described result or from described intelligent response engine apparatus answers automatic feedback to corresponding Website page, can the effective acquisition mass data, intellectual analysis public sentiment content and intelligent and high-efficiency allocation process task.
Each embodiment adopts the mode of going forward one by one to describe in this instructions, and what each embodiment stressed is and the difference of other embodiment that identical similar part is mutually referring to getting final product between each embodiment.For the disclosed system of embodiment, because corresponding with the disclosed method of embodiment, so description is fairly simple, relevant part partly illustrates referring to method and gets final product.
The professional can also further recognize, unit and the algorithm steps of each example of describing in conjunction with embodiment disclosed herein, can realize with electronic hardware, computer software or the combination of the two, for the interchangeability of hardware and software clearly is described, composition and the step of each example described in general manner according to function in the above description.These functions are carried out with hardware or software mode actually, depend on application-specific and the design constraint of technical scheme.The professional and technical personnel can specifically should be used for realizing described function with distinct methods to each, but this realization should not thought and exceeds scope of the present invention.
Obviously, those skilled in the art can carry out various changes and modification to invention and not break away from the spirit and scope of the present invention.Like this, if of the present invention these revise and modification belongs within the scope of claim of the present invention and equivalent technologies thereof, then the present invention also is intended to comprise these change and modification.
Claims (10)
1. liaison centre's public sentiment monitoring analysis and smart allocation disposal system is characterized in that, comprising:
Information acquisition apparatus, for the page that browses web sites every the default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content;
The intelligent language analytical equipment, be used for obtaining described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity;
The intelligent semantic analytical equipment, be used for obtaining described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism;
The intelligent response engine apparatus, be used for reading type of service from described data storage device and be the language analysis information of consulting, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment;
The intelligent information distributing equipment, be used for obtaining language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark;
Messaging device, be used for showing corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and answer automatic feedback to corresponding Website page with described result or from the problem that described intelligent response engine apparatus receives;
Data storage device is used for storing described public feelings information to be analyzed, user view type, type of service, importance scores together, urgent mark and user's emotion mark of each language analysis information.
2. liaison centre's public sentiment monitoring analysis as claimed in claim 1 and smart allocation disposal system, it is characterized in that, information acquisition apparatus adopts multithreading simulation people's the behavior of browsing, all information of showing to record described Website page by the automatic script technology.
3. liaison centre's public sentiment monitoring analysis as claimed in claim 1 and smart allocation disposal system, it is characterized in that, described intelligent language analytical equipment adopts conditional random field models and algorithm that described public feelings information is carried out participle, Entity recognition and the part-of-speech tagging of information sequence with the production language analytical information.
4. liaison centre's public sentiment monitoring analysis as claimed in claim 1 and smart allocation disposal system is characterized in that, described intelligent semantic analytical equipment adopts supporting vector machine model and algorithm that each language analysis information classification is intended in the type to respective user.
5. liaison centre's public sentiment monitoring analysis as claimed in claim 4 and smart allocation disposal system, it is characterized in that, algorithm in described supporting vector machine model and the algorithm is for to obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, x is the sequence behind a certain participle, the cluster lineoid of g (x) representative take w as normal vector, b is parameter, and w is real number.
6. liaison centre's public sentiment monitoring analysis and smart allocation disposal system is characterized in that, comprising:
Information acquisition apparatus is every the page that browses web sites of default time, and record all information that described Website page is showed, all information are screened obtain public feelings information to be analyzed and be stored into a data storage device, described public feelings information comprises user ID, user's name, information issuing time and original information content;
The intelligent language analytical equipment is obtained described public feelings information to be analyzed from described data storage device, and knowledge base and the feature database analyzed according to intelligent language, participle, Entity recognition and part-of-speech tagging that described public feelings information is carried out information sequence are with the production language analytical information, and described language analysis information comprises the sequence behind original information content, user ID, user's name, the participle, the part-of-speech tagging sequence of word and the mark sequence of entity;
The intelligent semantic analytical equipment is obtained described language analysis information, and according to the knowledge base of intelligent semantic analysis and the sequence behind feature database and the described participle, each language analysis information classification is intended in the type to respective user, the knowledge base of analyzing according to intelligent semantic and the mark sequence of feature database and described entity with each language analysis information classification in corresponding type of service, and calculate respectively the importance scores together of each language analysis information according to the part-of-speech tagging sequence of the knowledge base of intelligent semantic analysis and feature database and described word, urgent mark and user's emotion mark, and with the user view type of each language analysis information, type of service, importance scores together, urgent mark and user's emotion mark are input in the described data storage device, wherein, the user view type comprises complaint, suggestion, praise, movable, consulting and irrelevant, described type of service comprises air ticket, the hotel, tourism;
The intelligent response engine apparatus reads type of service and is the language analysis information of consulting from described data storage device, in the professional knowledge storehouse of intelligent response engine apparatus, carry out match search according to default pattern matching algorithm and the sequence behind the described participle, if the problem that discovery has matching degree to reach the language analysis information of predetermined threshold value is answered, then this problem is answered automatic feedback to messaging device, this language analysis information is set to process simultaneously, do not reach the problem answer of the language analysis information of predetermined threshold value if find matching degree, then this language analysis information is sent to the intelligent information distributing equipment;
The intelligent information distributing equipment obtains language analysis information from described intelligent response engine apparatus, and be the Processing tasks of each customer service treatment people distribution language analysis information with user's emotion mark, and all Processing tasks are sent to messaging device according to described user view type, type of service, importance scores together, urgent mark;
Messaging device shows corresponding Processing tasks to the customer service treatment people that is assigned to, and obtain the customer service treatment people that is assigned to according to the result of described Processing tasks to language analysis information, and answer automatic feedback to corresponding Website page with described result or from the problem that described intelligent response engine apparatus receives.
7. liaison centre's public sentiment monitoring analysis as claimed in claim 1 and smart allocation disposal system, it is characterized in that, information acquisition apparatus is every the page that browses web sites of default time, and record in the step of all information that described Website page shows, information acquisition apparatus is by the automatic script technology, adopt multithreading simulation people's the behavior of browsing, all information of showing to record described Website page.
8. liaison centre's public sentiment monitoring analysis as claimed in claim 1 and smart allocation disposal system, it is characterized in that, described intelligent language analytical equipment is carried out described public feelings information in participle, Entity recognition and the part-of-speech tagging step with the production language analytical information of information sequence, adopts conditional random field models and algorithm that described public feelings information is carried out participle, Entity recognition and the part-of-speech tagging of information sequence with the production language analytical information.
9. liaison centre's public sentiment monitoring analysis as claimed in claim 1 and smart allocation disposal system, it is characterized in that, the intelligent semantic analytical equipment adopts supporting vector machine model and algorithm that each language analysis information classification is intended in the type to respective user with in the step of each language analysis information classification in the respective user intention type.
10. liaison centre's public sentiment monitoring analysis as claimed in claim 9 and smart allocation disposal system, it is characterized in that, algorithm in described supporting vector machine model and the algorithm is for to obtain sorting algorithm by real-valued algorithm and additional valve value: g (x)=wx+b, x is the sequence behind a certain participle, the cluster lineoid of g (x) representative take w as normal vector, b is parameter, and w is real number.
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