CN108052605A - A kind of intelligent Answer System based on client feature library - Google Patents
A kind of intelligent Answer System based on client feature library Download PDFInfo
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- CN108052605A CN108052605A CN201711330147.7A CN201711330147A CN108052605A CN 108052605 A CN108052605 A CN 108052605A CN 201711330147 A CN201711330147 A CN 201711330147A CN 108052605 A CN108052605 A CN 108052605A
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- 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
- G06F16/334—Query execution
- G06F16/3344—Query execution using natural language analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
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- 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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- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/338—Presentation of query results
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Abstract
The invention discloses a kind of intelligent Answer Systems based on client feature library, including WEB page, APP applications, wechat program, online question and answer interface, intelligent answer engine, professional knowledge storehouse and client feature library, wherein, the WEB page, APP applications and wechat program are connected respectively with the online question and answer interface, the online question and answer interface is connected with the intelligent answer engine, and the intelligent answer engine is connected respectively with the professional knowledge storehouse and client feature library；The present invention is the effective means for deepening the understanding to client, improving client's differentiated service level, improving user experience, structure is multi-level, various visual angles, the client feature library of three-dimensional, realize portraying comprehensively to client characteristics, so that question answering system being capable of quick fine-features such as the essential information based on client, personal preference, sensitive content, real-time emotion, the becoming more meticulous of customer service, differentiation degree are improved, improves the specific aim and validity of answer content.
Description
Technical field
The present invention relates to intelligent answer technical fields, and in particular to a kind of intelligent Answer System based on client feature library.
Background technology
With the rapid development of computerized information and Internet technology, customer service is progressively to networking, intelligence and a
The direction of property is developed, and enterprise needs to provide a large amount of contact staff to meet the personalized demand for counseling of client.With natural language
The answering system of artificial intelligence technology structure based on understanding realizes intelligent people by the online channels such as web, app and client
Machine interact, greatly improve contact staff work efficiency and reduce customer service the duplication of labour, efficiently reduce artificial customer service cost,
Promote service quality.
At home, enterprise information system development relatively lag behind, human cost it is relatively low, therefore enterprise using intelligence ask
It answers the original power deficiency of system, but expands by some domestic intelligent Answer System manufacturers commercially continuous and intelligence
The growth of itself of question answering system market, had at present many families to new technology using relatively positive telecom operators,
Financial field, e-commerce venture employ intelligent Answer System.After Siri issues, more people are aware of intelligent answer skill
Art is also aware that the ability of intelligent Answer System, further promotes application range of the intelligent Answer System in enterprise.Intelligence
Question answering system covers channel at present includes the traditional channels such as phone, short message, website, QQ, while also in wechat, microblogging, APP
It waits and has obtained practical application on novel electrons channel.
Intelligent Answer System, i.e. client propose professional problem by online channel, and system matches phase from the knowledge base of backstage
The knowledge point answered returns to client or knowledge point is returned to contact staff for its selection in the form of Key for Reference.Domestic should
With the starting stage is also in, emphasis focuses on general chat robots, the side such as intelligent Answer System in knowledge based storehouse at present
In the research in face.The problem of rapidly and accurately answering client, is that system needs energy with providing outstanding service experience, key
The problem of enough correct understanding clients propose, and with carrying out personalized answer or service according to the feature of client.But market at present
On intelligent Answer System unified question and answer service is provided mostly, it is impossible to the feature of identification client in real time, so as to can not be carried for it
For personalized service.
The content of the invention
The shortcomings that it is an object of the invention to overcome the prior art and deficiency, provide a kind of intelligence based on client feature library
Question answering system, the system can be directly applied in actual intelligent Answer System, improve the differentiated service of intelligent Answer System
Experience, effectively promotes customer experience.
The purpose of the present invention is achieved through the following technical solutions：
A kind of intelligent Answer System based on client feature library including WEB page, APP applications, wechat program, is asked online
Interface, intelligent answer engine, professional knowledge storehouse and client feature library are answered, wherein, the WEB page, APP applications and wechat program
It is connected respectively with the online question and answer interface, the online question and answer interface is connected with the intelligent answer engine, the intelligence
Energy question and answer engine is connected respectively with the professional knowledge storehouse and client feature library；
The client feature library includes customer service class label system, and the customer service class label system is：Identification visitor
The inherent nature at family such as gender, age, occupation and preference, is refined into customer basis class label；According to customer action, Ke Huli
History Question Log, and operation flow and present situation are combined, refinement forms client-aware class label；Using natural language processing technique,
Emotion word and degree word based on client in question answering process, and combine client and change in the emotion of current sessions, form client
Current emotion score forms corresponding mood label and is returned in real time；
The professional knowledge storehouse is after the original business information of client and knowledge are collected and are combed, according to problem and
The form of answer is stored, and provides a storage system of corresponding retrieval method, for providing the question and answer data on basis；
The intelligent answer engine is the question and answer technology based on retrieval, the customer service returned with reference to the client feature library
Class label simultaneously carries out answer retrieval in the professional knowledge storehouse and carries out the processing of answer output；
The WEB page, APP application and wechat program be when client carries out online question and answer by any one mode,
In real time by the online question and answer showing interface to client；Client is for the first time or when re-entering into the online question and answer interface,
Before user proceeds by enquirement, subscriber identity information can be transferred to the intelligent answer engine, institute by the online question and answer interface
It states intelligent answer engine to be identified by the client feature library, the intelligent answer engine according to the basis of client with marking afterwards
Label and history Question Log, carry out the generation of personalized welcome words, and return to client by the online question and answer interface；Visitor
By described after line question and answer interface input problem, subscriber identity information and problem information are transmitted in the online question and answer interface at family
To the intelligent answer engine, the intelligent answer engine is based on the problem of client inputs, history Question Log, customer basis mark
Label and sensitive tags, in the content in the professional knowledge storehouse carry out knowledge matching, and in real time with being inputted according to client the problem of
Carry out mood tag recognition, carry out different colloquial style to answering based on different mood labels and modify, again return to it is described
Line question and answer interface interacts, and provides personalized service experience.
Preferably, the client feature library is constantly excellent to the customer service class label system according to Question Log information
Change and transform, promote the accuracy and integrality of customer service label system.
The operation principle of the present invention：
(1) customer service class label system is built based on client feature library：The inherent nature of client is identified, such as gender, year
Age, occupation, preference etc. are refined into customer basis class label；According to customer action, customer historical Question Log, and with reference to business
Flow and present situation, refinement forms client-aware class label, such as according to the passing Question Log of client, carries out product to client and push away
After pin, client is present with negative response in answer or complains etc. after the session is completed, you can on customer ID
The label of " promoting sensitive "；Using natural language processing technique, emotion word and degree word based on client in question answering process, and
Change with reference to client in the emotion of current sessions, form the current emotion score of client, form corresponding mood label in real time simultaneously
It is returned, such as the negative mood words such as " wanting to swear at people ", " complaint ", " indignation " occurs in the inside the problem of client, also occurs
" very ", " very ", the degree adverbs such as " extreme ", so that it may be the mood label of customer ID " serious adverse ".
(2) professional knowledge storehouse is combed：The business material for each channel involved by question and answer service theme selected to client
It is collected, including materials such as business norms document, rules of operation, business record documents, the business of returning is collected to each channel
Material is uniformly processed, and ensures uniformity, the correctness of the knowledge point of each channel；After being uniformly processed of material is completed, press
It combed, organized, stored knowledge point according to the form of problem-answer, such as in mobile industry, it can will be on the 4G set meals side of opening
The knowledge point of method from a document material, combs and is：" activating method of 4G set meals "-" sending short message KT58 to 10086 " is so
The knowledge point of the form of one question and answer-answer, while the attributes such as every knowledge point also has affiliated catalogue, main body, extension are asked letter
Breath.
(3) based on professional knowledge storehouse and client feature library, intelligent answer engine is built：Traditional question and answer engine is based on industry
Knowledge base of being engaged in completes the function of question and answer, i.e., after being formatted processing by input problem, the problem of with professional knowledge storehouse into
Row matching, sorts according to matching degree, returns to corresponding answer, and the present invention combines client feature library, completes entire question answering process,
It, in the present invention can be with judging whether new session according to current session status, so as to generate to realize personalized intelligent answer
Different process flows, as described below：
If current session is a new session, i.e. client is to have just enter into intelligent Answer System, and question and answer engine is by visitor
Family identification transmission is identified to client feature library, and client feature library returns to the corresponding basic label information of client, question and answer engine
With carrying out welcome words generation according to the foundation characteristic of client, if client has " middle aged user " label, you can " you are good, very high for display
It is emerging to be serviced for you！", if client has " after 90s ", the label of " women ", you can " parent, small has darted in face of you for display！”
Deng with according to different client's labels, generating different welcome words, the daily exchange way of simulation client allows client to have a kind of parent
Sense is cut, so as to promote the service experience of user.
If current session is a session being unfolded, intelligent answer engine first can be with obtaining according to the mark of client
The basic label and sensitive tags of client is taken, the basic label and sensitive tags of client are then based on, in professional knowledge library searching
Corresponding knowledge point is matched, basic label is mainly used for reducing the weight for not meeting the knowledge point of client, i.e. the label of client is
" after 90s ", " study ", then the weight of the relevant content of business suite is just corresponding reduces；The effect of sensitive tags was mainly used for
Filter does not meet the knowledge point of client, i.e. the label of client is " promoting sensitive ", then cannot return to the correlated knowledge point of Products Show；
The content inputted simultaneously according to client's current sessions carries out the identification of mood tag library, intelligent answer engine in client feature library
After receiving the mood label that client feature library returns, with reference to matched professional knowledge point, expression optimization is carried out to answer, such as：Visitor
Family is being in the mood of indignation, can be added before answer and pacify term accordingly, such as first reply " make your angry,
It is so sorry ", return again to corresponding answer.
The present invention has following advantageous effect compared with prior art：
(1) present invention is to deepen the understanding to client, improve client's differentiated service level, improve the effective of user experience
Means；The multi-level data of the multi-angles such as customer basis data, behavioral data, Question Log, social networks are carried out organic whole
It closes, carries out big data analysis excavation and unified with nature Language Processing, in the form of " label ", structure is multi-level, various visual angles, solid
The client feature library of change realizes portraying comprehensively to client characteristics, so that question answering system can be quickly based on the basic of client
The fine-features such as information, personal preference, sensitive content, real-time emotion improve the becoming more meticulous of customer service, differentiation degree, carry
The specific aim and validity of high answer content；
(2) user identifies the feature of client and is transferred to intelligent answer in real time when intelligent Answer System is used
Engine, on the one hand, basic label of the intelligent answer engine based on client and sensitive content label allow question and answer engine to efficiently identify
Go out user to be accurately intended to, in the corresponding knowledge point of professional knowledge storehouse matching, improve the accuracy rate of question answering；On the other hand,
Intelligent answer engine is carried out expression processing to the answer of return, is carried based on the customer anger label identified in real time and basic label
Rise customer experience；
(3) as group of entire society service experience consciousness is promoted, the service theory of each enterprise is urgently from " customer demand
It is oriented to " further promoted to " customer experience guiding ", intelligent customer service is as the advanced Customer Service Representative under Internet era, sheet
Invention has many advantages, such as high hit, personalization, can effectively promote customer service experience, establishes innovation service image and improves core
Heart competitiveness.
Description of the drawings
Fig. 1 is the system block diagram of the present invention；
Fig. 2 is the flow chart of the present invention.
Specific embodiment
With reference to embodiment and attached drawing, the present invention is described in further detail, but embodiments of the present invention are unlimited
In this.
As shown in Fig. 1~2, a kind of intelligent Answer System based on client feature library, including WEB page, APP application, it is micro-
Believe program, online question and answer interface, intelligent answer engine, professional knowledge storehouse and client feature library, wherein, the WEB page, APP
It is connected respectively with the online question and answer interface using with wechat program, the online question and answer interface and the intelligent answer engine
It is connected, the intelligent answer engine is connected respectively with the professional knowledge storehouse and client feature library；
The client feature library includes customer service class label system, and the customer service class label system is：Identification visitor
The inherent nature at family such as gender, age, occupation and preference, is refined into customer basis class label；According to customer action, Ke Huli
History Question Log, and operation flow and present situation are combined, refinement forms client-aware class label；Using natural language processing technique,
Emotion word and degree word based on client in question answering process, and combine client and change in the emotion of current sessions, form client
Current emotion score forms corresponding mood label and is returned in real time；
The professional knowledge storehouse is after the original business information of client and knowledge are collected and are combed, according to problem and
The form of answer is stored, and provides a storage system of corresponding retrieval method, for providing the question and answer data on basis；
The intelligent answer engine is the question and answer technology based on retrieval, the customer service returned with reference to the client feature library
Class label simultaneously carries out answer retrieval in the professional knowledge storehouse and carries out the processing of answer output；
The WEB page, APP application and wechat program be when client carries out online question and answer by any one mode,
In real time by the online question and answer showing interface to client；Client is for the first time or when re-entering into the online question and answer interface,
Before user proceeds by enquirement, subscriber identity information can be transferred to the intelligent answer engine, institute by the online question and answer interface
It states intelligent answer engine to be identified by the client feature library, the intelligent answer engine according to the basis of client with marking afterwards
Label and history Question Log, carry out the generation of personalized welcome words, and return to client by the online question and answer interface；Visitor
By described after line question and answer interface input problem, subscriber identity information and problem information are transmitted in the online question and answer interface at family
To the intelligent answer engine, the intelligent answer engine is based on the problem of client inputs, history Question Log, customer basis mark
Label and sensitive tags, in the content in the professional knowledge storehouse carry out knowledge matching, and in real time with being inputted according to client the problem of
Carry out mood tag recognition, carry out different colloquial style to answering based on different mood labels and modify, again return to it is described
Line question and answer interface interacts, and provides personalized service experience.The client feature library is according to Question Log information, to described
Customer service class label system is continued to optimize and transformed, and promotes the accuracy and integrality of customer service label system.
Customer service class label system is built based on client feature library：Identify client inherent nature, as gender, the age,
Occupation, preference etc. are refined into customer basis class label；According to customer action, customer historical Question Log, and with reference to operation flow
And present situation, refinement forms client-aware class label, such as according to the passing Question Log of client, product distribution is carried out to client
Afterwards, client is present with negative response in answer or complains etc. after the session is completed, you can " to be pushed away on customer ID
The label of pin sensitivity "；Using natural language processing technique, emotion word and degree word based on client in question answering process, and tie
The emotion that client is closed in current sessions changes, and forms the current emotion score of client, forms corresponding mood label in real time and go forward side by side
Row returns, such as " wanting to swear at people ", " complaints ", the negative mood word such as " indignation " occurs in the inside the problem of client, also appearance " very ",
" very ", the degree adverbs such as " extreme ", so that it may be the mood label of customer ID " serious adverse ".
Comb professional knowledge storehouse：The business material for each channel involved by question and answer service theme selected to client carries out
It collects, including materials such as business norms document, rules of operation, business record documents, the business material of returning is collected to each channel
It is uniformly processed, ensures uniformity, the correctness of the knowledge point of each channel；After being uniformly processed of material is completed, according to asking
The form of topic-answer is combed, organized, stored knowledge point, such as in mobile industry, can will be on 4G set meal activating methods
Knowledge point from a document material, combs and is：" activating method of 4G set meals "-" sending short message KT58 to 10086 " is one such
The knowledge point of the form of question and answer-answer, while the attribute informations such as every knowledge point also has affiliated catalogue, main body, extension are asked.
Based on professional knowledge storehouse and client feature library, intelligent answer engine is built：Traditional question and answer engine is based on business
Knowledge base completes the function of question and answer, i.e., after being formatted processing by input problem, with professional knowledge storehouse the problem of carries out
Matching, sorts according to matching degree, returns to corresponding answer, and the present invention combines client feature library, completes entire question answering process, with
Realize personalized intelligent answer, as shown in Fig. 2, in the present invention can with judging whether new session according to current session status,
So as to generate different process flows, as described below：
If current session is a new session, i.e. client is to have just enter into intelligent Answer System, and question and answer engine is by visitor
Family identification transmission is identified to client feature library, and client feature library returns to the corresponding basic label information of client, question and answer engine
With carrying out welcome words generation according to the foundation characteristic of client, if client has " middle aged user " label, you can " you are good, very high for display
It is emerging to be serviced for you！", if client has " after 90s ", the label of " women ", you can " parent, small has darted in face of you for display！”
Deng with according to different client's labels, generating different welcome words, the daily exchange way of simulation client allows client to have a kind of parent
Sense is cut, so as to promote the service experience of user.
If current session is a session being unfolded, intelligent answer engine first can be with obtaining according to the mark of client
The basic label and sensitive tags of client is taken, the basic label and sensitive tags of client are then based on, in professional knowledge library searching
Corresponding knowledge point is matched, basic label is mainly used for reducing the weight for not meeting the knowledge point of client, i.e. the label of client is
" after 90s ", " study ", then the weight of the relevant content of business suite is just corresponding reduces；The effect of sensitive tags was mainly used for
Filter does not meet the knowledge point of client, i.e. the label of client is " promoting sensitive ", then cannot return to the correlated knowledge point of Products Show；
The content inputted simultaneously according to client's current sessions carries out the identification of mood tag library, intelligent answer engine in client feature library
After receiving the mood label that client feature library returns, with reference to matched professional knowledge point, expression optimization is carried out to answer, such as：Visitor
Family is being in the mood of indignation, can be added before answer and pacify term accordingly, such as first reply " make your angry,
It is so sorry ", return again to corresponding answer.
Intelligent Answer System is that the Industry-oriented to grow up on the basis of extensive knowledge processing is applied, and is applicable in
The technology industries such as natural language understanding, automatically request-answering system, information management, intelligent Answer System are not only that enterprise provides particulate
Spend Knowledge Management Technology, the communication also between enterprise and mass users establish it is a kind of based on natural language efficiently and effectively
Technological means.
The present invention is the effective hand for deepening the understanding to client, improving client's differentiated service level, improving user experience
Section；The multi-level data of the multi-angles such as customer basis data, behavioral data, Question Log, social networks are subjected to organic combination,
Carry out big data analysis and excavate simultaneously unified with nature Language Processing, in the form of " label ", structure is multi-level, various visual angles, three-dimensional
Client feature library, portraying comprehensively to client characteristics is realized, so that question answering system being capable of the quick basic letter based on client
The fine-features such as breath, personal preference, sensitive content, real-time emotion improve the becoming more meticulous of customer service, differentiation degree, improve
The specific aim and validity of answer content；User when intelligent Answer System is used, in real time identify client feature and
It is transferred to intelligent answer engine, on the one hand, basic label of the intelligent answer engine based on client and sensitive content label allow question and answer
Engine efficiently identifies out user and is accurately intended to, and in the corresponding knowledge point of professional knowledge storehouse matching, improves the standard of question answering
True rate；On the other hand, intelligent answer engine is based on the customer anger label identified in real time and basic label, to the answer of return into
Row expression is handled, and promotes customer experience；As group of entire society service experience consciousness is promoted, the service theory of each enterprise is urgently
It treats further to be promoted to " customer experience guiding " from " customer demand orientation ", intelligent customer service is as the advanced visitor under Internet era
Family service represents, and the present invention has many advantages, such as that height hits, is personalized, can effectively promote customer service experience, establishes innovation and takes
Business image and raising core competitiveness.
It is above-mentioned for the preferable embodiment of the present invention, but embodiments of the present invention and from the limitation of the above,
His any Spirit Essence without departing from the present invention with made under principle change, modification, replacement, combine, simplification, should be
The substitute mode of effect, is included within protection scope of the present invention.
Claims (2)
1. a kind of intelligent Answer System based on client feature library, which is characterized in that including WEB page, APP applications, wechat journey
Sequence, online question and answer interface, intelligent answer engine, professional knowledge storehouse and client feature library, wherein, the WEB page, APP applications
It is connected respectively with the online question and answer interface with wechat program, the online question and answer interface is connected with the intelligent answer engine
It connects, the intelligent answer engine is connected respectively with the professional knowledge storehouse and client feature library；
The client feature library includes customer service class label system, and the customer service class label system is：Identify client's
Inherent nature such as gender, age, occupation and preference, is refined into customer basis class label；It is asked according to customer action, customer historical
Record is answered, and combines operation flow and present situation, refinement forms client-aware class label；Using natural language processing technique, it is based on
Emotion word of the client in question answering process and degree word, and combine client and change in the emotion of current sessions, it is current to form client
Emotion score, form corresponding mood label in real time and returned；
The professional knowledge storehouse is after the original business information of client and knowledge are collected and are combed, according to problem and answer
Form stored, and a storage system of corresponding retrieval method is provided, for providing the question and answer data on basis；
The intelligent answer engine is the question and answer technology based on retrieval, the customer service category returned with reference to the client feature library
It signs and carries out answer retrieval in the professional knowledge storehouse and carry out the processing of answer output；
The WEB page, APP applications and wechat program are when client carries out online question and answer by any one mode, in real time
By the online question and answer showing interface to client；Client is for the first time or when re-entering into the online question and answer interface, in user
Before proceeding by enquirement, subscriber identity information can be transferred to the intelligent answer engine, the intelligence by the online question and answer interface
Can question and answer engine be identified by the client feature library, afterwards the intelligent answer engine with the basic label according to client with
History Question Log, carries out the generation of personalized welcome words, and returns to client by the online question and answer interface；Client is led to
Cross described after line question and answer interface input problem, subscriber identity information and problem information are transferred to institute by the online question and answer interface
State intelligent answer engine, the intelligent answer engine be based on the problem of client inputs, history Question Log, customer basis label with
Sensitive tags, in the content in the professional knowledge storehouse carry out knowledge matching, and in real time with being inputted according to client the problem of carry out
Mood tag recognition is carried out different colloquial style and modified based on different mood labels to answering, and is again returned to and described is asked online
It answers interface to interact, personalized service experience is provided.
2. the intelligent Answer System according to claim 1 based on client feature library, which is characterized in that the client characteristics
The customer service class label system is continued to optimize and transformed, promotes customer service label body according to Question Log information in storehouse
The accuracy and integrality of system.
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| CN110032628A (en) * | 2019-02-21 | 2019-07-19 | 北京奥鹏远程教育中心有限公司 | A kind of user's on-line consulting system and method |
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| CN111552818A (en) * | 2020-04-27 | 2020-08-18 | 中国银行股份有限公司 | Customer service knowledge base query method and device |
| CN112418926A (en) * | 2020-11-18 | 2021-02-26 | 南京思通聚宝信息技术有限公司 | Intelligent marketing system based on big data content |
| CN112507089A (en) * | 2020-11-25 | 2021-03-16 | 厦门渊亭信息科技有限公司 | Intelligent question-answering engine based on knowledge graph and implementation method thereof |
| CN113094474A (en) * | 2021-06-08 | 2021-07-09 | 深圳追一科技有限公司 | Intelligent question answering method and device, server and computer readable storage medium |
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Application publication date: 20180518 |