CN106202301A - A kind of intelligent response system based on degree of depth study - Google Patents
A kind of intelligent response system based on degree of depth study Download PDFInfo
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- CN106202301A CN106202301A CN201610510464.6A CN201610510464A CN106202301A CN 106202301 A CN106202301 A CN 106202301A CN 201610510464 A CN201610510464 A CN 201610510464A CN 106202301 A CN106202301 A CN 106202301A
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- 230000004044 response Effects 0.000 title claims abstract description 110
- 230000002996 emotional Effects 0.000 claims description 23
- 239000000203 mixtures Substances 0.000 claims description 23
- 239000008264 clouds Substances 0.000 claims description 21
- 230000019771 cognition Effects 0.000 claims description 14
- 230000000977 initiatory Effects 0.000 claims description 9
- 150000001875 compounds Chemical class 0.000 claims description 3
- 239000000284 extracts Substances 0.000 claims description 3
- 238000005516 engineering processes Methods 0.000 description 11
- 230000000875 corresponding Effects 0.000 description 3
- 235000021167 banquet Nutrition 0.000 description 2
- 230000000694 effects Effects 0.000 description 2
- 239000002699 waste materials Substances 0.000 description 2
- 230000015572 biosynthetic process Effects 0.000 description 1
- 230000001149 cognitive Effects 0.000 description 1
- 238000010586 diagrams Methods 0.000 description 1
- 230000002452 interceptive Effects 0.000 description 1
- 230000001737 promoting Effects 0.000 description 1
- 230000000630 rising Effects 0.000 description 1
- 230000011664 signaling Effects 0.000 description 1
- 238000003786 synthesis reactions Methods 0.000 description 1
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Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING; COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/3331—Query processing
- G06F16/3349—Reuse of stored results of previous queries
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- G—PHYSICS
- G06—COMPUTING; CALCULATING; COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING; COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/36—Creation of semantic tools, e.g. ontology or thesauri
Abstract
Description
Technical field
The present invention relates to big data field of cloud computer technology, particularly to a kind of intelligent response system based on degree of depth study System.
Background technology
Customer service system is as the effective promoting service of one and customer service model, increasingly by the weight of numerous enterprises and institutions Depending on and use.In the pattern of common telephone customer system, user dials customer service hotline, and customer service system connects this hot line After, it is supplied to, by voice, the service option that user is different, when user have selected corresponding service entry according to prompting, customer service system This user is linked into corresponding service group by system, related personnel answer this hot line.In customer service system, IVR (InteractiveVoiceResponse, interactive voice response) system is used widely, and it is with prerecording or TTS literary composition This voice turning voice technology synthesis carries out automatic-answering back device, it is provided that a kind of function carrying out menu navigation for client.
CTI technology is to send out from traditional computer telephone integration (ComputerTelephony Integration) technology Exhibition and come, be initially that computer technology is applied in telephone system, it is possible to automatically the signaling information in phone is carried out Identifying processing, and connect by setting up relevant speech channel, and transmit predetermined recording file, calling etc. of transferring to user.And arrive Now, CTI technology has developed into " computer telecommunication is integrated " technology (ComputerTelecommunication Integration).More existing call center uses CTI technology, makes full use of internet, telecommunication path net and computer The multiple function of net is integrated, and the complete integrated information service system being connected as a single entity with enterprise.It utilize existing respectively Plant advanced Information Technology Methods, effectively provide high-quality, high efficiency, comprehensive service for client.
Specifically, CTI system generally comprise business application system, CTI telephone system and equipment of attending a banquet (as traffic equipment, Traffic headset, computer of attending a banquet), cti server, CTI call center middleware (provide general call center system platform feature And interface, linking CTI hardware and application software) etc..CTI telephone system includes multiple identical or different phone system of manufacturer System.Business application system is different according to industry, is divided into different application management software, is such as order processing system or sends work Repair reporting system.
In the specific implementation, business application system needs to provide business datum to CTI telephone system, in order to phone system of manufacturer System can support its service application, and business application system cannot directly obtain business datum from manufacturer's telephone system.Right In some period and some specific service entry, always can have many consumers and wait in line.These data are present in CTI phone In system, but owing to business application system can not obtain these data, thus also cannot be supplied to user, cause the user cannot Knowing and currently have how many people waiting in line, how long general needs waits.Not only waste time and the communication expense of user With, waste and use the communication cost of producer that this customer service system is provided, and, if the waiting time long will result in The most bad customer experience, causes customer churn.
Summary of the invention
Therefore, it is necessary to provide one can reduce period of reservation of number, it is not necessary to too much contact staff participates in, Yong Huneng Enough intelligent response systems based on degree of depth study understanding information needed easily.
A kind of intelligent response system based on degree of depth study, it includes such as lower unit:
Information acquisition unit, for being obtained voice or the Word message of user's input by user terminal, is being believed for voice During breath, it is identified voice messaging being converted to Word message and jumping to semantic acquiring unit, direct when for Word message Jump to semantic acquiring unit；
Semantic acquiring unit, for obtaining voice or the semanteme of Word message of user's input by degree of depth learning algorithm；
Response matches unit, for utilizing Method of Fuzzy Matching and internal reasoning mechanism to select from the knowledge base pre-set Select optimum answer；
Response display unit, shows user for described optimum answer.
In intelligent response system based on degree of depth study of the present invention, described semantic acquiring unit includes:
Server is set up the compound mode weights of each lemma in Word message beyond the clouds, and weights are saved in weights In data base；
Server is set up based on big data translation word stocks beyond the clouds；
Cloud server receives the Word message sent, and extracts language sight from Word message, and to Word message Carry out participle and obtain each lemma；
Cloud server is according to carrying out each lemma after translation translated by the translation word stocks of degree of depth learning algorithm Lemma, and according to the language sight extracted, the lemma after translation is engaged in the dialogue restructuring；
Cloud server is sent to user terminal to the dialogue after restructuring；
Judge user terminal cognition and correction whether to the dialogue after restructuring, if any, then cloud server obtains user By user terminal, recombinant forms is entered by the cognition of dialogue after restructuring and correction, cognition and amendment operation according to user Row is revised, and according to the weights revised in power of amendment Value Data storehouse and jump to response matches unit；Otherwise jump to response Join unit.
In intelligent response system based on degree of depth study of the present invention,
Described response matches unit includes:
The knowledge base knowledge content of answering system organized and build according to the specification of AIML language；Knowledge base is used In carrying out Ontology Query, therefrom obtaining the field ontology library of the upper the next information of described effective word；For utilizing fuzzy matching Method and internal reasoning mechanism select optimum answer from knowledge base.
In intelligent response system based on degree of depth study of the present invention, to response system in described response matches unit The knowledge base that the knowledge content of system carries out organizing and building according to the specification of AIML language includes:
Obtain dialog history initiate information and the answer of history response and for response answer satisfaction value of feedback, Feedback to response answer；
Information of initiating dialog history is analyzed obtaining dialog history and initiates the emotional status of information, the length degree of dialogue And the order arrangement preference of each statement composition in information；
Answer according to history response and for the satisfaction value of feedback of response answer, feedback to response answer, will The answer of history response carries out satisfaction and is arranged in order from high to low, retains ranking history response before default ranking value Answer；
It is analyzed the answer of the ranking of reservation history response before default ranking value obtaining answering of history response The order arrangement preference of each statement composition in case emotional status, the length degree of dialogue and information；
Set up the suitable of each statement composition in emotional status in dialog history initiation information, the length degree of dialogue and information Answer emotional status, the length of dialogue in the answer of the ranking of sequence arrangement preference and reservation history response before default ranking value The multi-to-multi mapping relations of the order arrangement preference of each statement composition in short degree and information, and multi-to-multi mapping relations are set Mapping relations weights；
And dialog history is initiated information and the answer of history response and for response answer satisfaction value of feedback, The feedback information of response answer is organized and according to AIML (Artificial Intelligence Markup Language；Artificial intelligence markup language) language specification build knowledge base.
In intelligent response system based on degree of depth study of the present invention, described semantic acquiring unit passes through the degree of depth The semanteme of voice or Word message that learning algorithm obtains user's input also includes:
Whether the semanteme judging voice that user inputs or Word message is to obtain answer information；As for obtaining answer letter Breath, then the model answer that pre-sets in extracting directly knowledge base also jumps to response display unit, as chat message, Then jump to response matches unit.
In intelligent response system based on degree of depth study of the present invention,
Described semantic acquiring unit obtains answer information, after the model answer pre-set in extracting directly knowledge base Also include according to the order of each statement composition in emotional status, the length degree of dialogue and information in dialog history initiation information Answer emotional status, the length of dialogue in the answer of the ranking of arrangement preference and reservation history response before default ranking value The multi-to-multi mapping relations of the order arrangement preference of each statement composition in degree and information, and multi-to-multi mapping relations are set Mapping relations weights, carry out expression way restructuring, and jump to response display unit model answer information.
The intelligent response system based on degree of depth study that implementing the present invention provides compared with prior art has following useful Effect: obtained voice or the semanteme of Word message of user's input by degree of depth learning algorithm；And utilize response matches unit to use Method of Fuzzy Matching and internal reasoning mechanism select optimum answer from the knowledge base pre-set, it is possible to make answering system pair Higher in the matching degree of user's response.By judging user terminal cognition and correction whether to the dialogue after restructuring, if any, then Cloud server obtains user by user terminal for the cognition of dialogue after restructuring and correction, according to the cognition of user with repair Change operation recombinant forms is modified, and according to the weights revised in power of amendment Value Data storehouse and jump to response matches list Unit so that the dialogue after restructuring more can meet the language performance feature of each user self.Send out by setting up dialog history In the information of rising, in emotional status, the length degree of dialogue and information, the order of each statement composition arranges the ranking of preference and reservation Each statement in answer emotional status, the length degree of dialogue and information in the answer of the history response before default ranking value The multi-to-multi mapping relations of the order arrangement preference of composition, and the mapping relations weights of multi-to-multi mapping relations are set, it is possible to make The optimum answer that must reply not only semantically can meet the demand of user, and expression-form, emotional status, the length of dialogue Short degree can meet the individual demand of user.
Accompanying drawing explanation
Fig. 1 is the intelligent response system architecture diagram based on degree of depth study of the embodiment of the present invention.
Detailed description of the invention
As it is shown in figure 1, a kind of intelligent response system based on degree of depth study, it includes such as lower unit:
Information acquisition unit, for being obtained voice or the Word message of user's input by user terminal, is being believed for voice During breath, it is identified voice messaging being converted to Word message and jumping to semantic acquiring unit, direct when for Word message Jump to semantic acquiring unit.
Semantic acquiring unit, for obtaining voice or the semanteme of Word message of user's input by degree of depth learning algorithm；
Response matches unit, for utilizing Method of Fuzzy Matching and internal reasoning mechanism to select from the knowledge base pre-set Select optimum answer；
Response display unit, shows user for described optimum answer.
Alternatively, in the intelligent response system based on degree of depth study described in the embodiment of the present invention, described semantic acquisition Unit includes:
Server is set up the compound mode weights of each lemma in Word message beyond the clouds, and weights are saved in weights In data base；
Server is set up based on big data translation word stocks beyond the clouds；.
Cloud server receives the Word message sent, and extracts language sight from Word message, and to Word message Carry out participle and obtain each lemma；
Cloud server is according to carrying out each lemma after translation translated by the translation word stocks of degree of depth learning algorithm Lemma, and according to the language sight extracted, the lemma after translation is engaged in the dialogue restructuring；
Cloud server is sent to user terminal to the dialogue after restructuring；
Judge user terminal cognition and correction whether to the dialogue after restructuring, if any, then cloud server obtains user By user terminal, recombinant forms is entered by the cognition of dialogue after restructuring and correction, cognition and amendment operation according to user Row is revised, and according to the weights revised in power of amendment Value Data storehouse and jump to response matches unit；Otherwise jump to response Join unit.
Alternatively, in the intelligent response system based on degree of depth study described in the embodiment of the present invention,
Described response matches unit includes:
The knowledge base knowledge content of answering system organized and build according to the specification of AIML language；Knowledge base is used In carrying out Ontology Query, therefrom obtaining the field ontology library of the upper the next information of described effective word；For utilizing fuzzy matching Method and internal reasoning mechanism select optimum answer from knowledge base.
Alternatively, in the intelligent response system based on degree of depth study described in the embodiment of the present invention, described response matches The knowledge base that in unit, the knowledge content to answering system is organized and built according to the specification of AIML language includes:
Obtain dialog history initiate information and the answer of history response and for response answer satisfaction value of feedback, Feedback to response answer；
Information of initiating dialog history is analyzed obtaining dialog history and initiates the emotional status of information, the length degree of dialogue And the order arrangement preference of each statement composition in information；
Answer according to history response and for the satisfaction value of feedback of response answer, feedback to response answer, will The answer of history response carries out satisfaction and is arranged in order from high to low, retains ranking history response before default ranking value Answer；
It is analyzed the answer of the ranking of reservation history response before default ranking value obtaining answering of history response The order arrangement preference of each statement composition in case emotional status, the length degree of dialogue and information；
Set up the suitable of each statement composition in emotional status in dialog history initiation information, the length degree of dialogue and information Answer emotional status, the length of dialogue in the answer of the ranking of sequence arrangement preference and reservation history response before default ranking value The multi-to-multi mapping relations of the order arrangement preference of each statement composition in short degree and information, and multi-to-multi mapping relations are set Mapping relations weights；
And dialog history is initiated information and the answer of history response and for response answer satisfaction value of feedback, The feedback information of response answer is organized and builds knowledge base according to the specification of AIML language.
Alternatively, in the intelligent response system based on degree of depth study described in the embodiment of the present invention, described semantic acquisition The semanteme of the voice or Word message that obtain user's input by degree of depth learning algorithm in unit also includes:
Whether the semanteme judging voice that user inputs or Word message is to obtain answer information；As for obtaining answer letter Breath, then the model answer that pre-sets in extracting directly knowledge base also jumps to response display unit, as chat message, Then jump to response matches unit.
Alternatively, in the intelligent response system based on degree of depth study described in the embodiment of the present invention,
Described semantic acquiring unit obtains answer information, after the model answer pre-set in extracting directly knowledge base Also include according to the order of each statement composition in emotional status, the length degree of dialogue and information in dialog history initiation information Answer emotional status, the length of dialogue in the answer of the ranking of arrangement preference and reservation history response before default ranking value The multi-to-multi mapping relations of the order arrangement preference of each statement composition in degree and information, and multi-to-multi mapping relations are set Mapping relations weights, carry out expression way restructuring, and jump to response display unit model answer information.
Implement the embodiment of the present invention provide based on the degree of depth study intelligent response system compared with prior art have with Lower beneficial effect: obtained voice or the semanteme of Word message of user's input by degree of depth learning algorithm；And utilize response matches Unit Method of Fuzzy Matching and internal reasoning mechanism select optimum answer from the knowledge base pre-set, it is possible to make response System is higher for the matching degree of user's response.By judging user terminal cognition and correction whether to the dialogue after restructuring, If any, then cloud server obtains user by user terminal for the cognition of dialogue after restructuring and correction, according to user's Recombinant forms is modified by cognitive and amendment operation, and according to the weights revised in power of amendment Value Data storehouse and jump to response Matching unit so that the dialogue after restructuring more can meet the language performance feature of each user self.By setting up history In dialogue initiation information, in emotional status, the length degree of dialogue and information, the order of each statement composition arranges preference and reservation Ranking history response before default ranking value answer in each in answer emotional status, the length degree of dialogue and information The multi-to-multi mapping relations of the order arrangement preference of individual statement composition, and the mapping relations weights of multi-to-multi mapping relations are set, Enable to the optimum answer of response and not only semantically can meet the demand of user, and expression-form, emotional status, right The length degree of words can meet the individual demand of user.
It is understood that for the person of ordinary skill of the art, can conceive according to the technology of the present invention and do Go out other various corresponding changes and deformation, and all these change all should belong to the protection model of the claims in the present invention with deformation Enclose.
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| CN106550156A (en) * | 2017-01-23 | 2017-03-29 | 苏州咖啦魔哆信息技术有限公司 | A kind of artificial intelligence's customer service system and its implementation based on speech recognition |
| CN106649786A (en) * | 2016-12-28 | 2017-05-10 | 北京百度网讯科技有限公司 | Deep question answer-based answer retrieval method and device |
| CN106815321A (en) * | 2016-12-27 | 2017-06-09 | 深圳前海勇艺达机器人有限公司 | Chat method and device based on intelligent chat robots |
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| WO2018195875A1 (en) * | 2017-04-27 | 2018-11-01 | Microsoft Technology Licensing, Llc | Generating question-answer pairs for automated chatting |
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Effective date of registration: 20200428 Address after: 430000 Room 302, building 42, No. 349, Guanshan Avenue, Hongshan District, Wuhan City, Hubei Province Patentee after: Liu Lijun Address before: 430000 A5, North 999, hi tech Avenue, East Lake New Technology Development Zone, Wuhan, Hubei 2-509, China Patentee before: WUHAN TIPDM INTELLIGENT TECHNOLOGY Co.,Ltd. |