CN112699221A

CN112699221A - Multi-scene task flow system in intelligent customer service

Info

Publication number: CN112699221A
Application number: CN202110018983.1A
Authority: CN
Inventors: 娄鑫
Original assignee: Icsoc Beijing Communication Technology Co ltd
Current assignee: Icsoc Beijing Communication Technology Co ltd
Priority date: 2021-01-07
Filing date: 2021-01-07
Publication date: 2021-04-23

Abstract

The invention discloses a multi-scene task flow transfer system in intelligent customer service, which comprises: the device comprises an intention identification module, a scene matching module, a scene switching module and a storage module, wherein after the intention identification module identifies conversation intents, corresponding scenes are matched through the scene matching module, the scene switching module is used for switching to the matched scenes, multi-round scene interaction is achieved, and the storage module stores multi-round conversations under each scene, so that scene switching back is facilitated. The invention solves the problem that the matching of the existing man-machine conversation scene cannot be adjusted in time.

Description

Multi-scene task flow system in intelligent customer service

Technical Field

The invention relates to the field of dialog scene matching, in particular to a multi-scene task flow system in intelligent customer service.

Background

The multi-scenario task flow technology is mainly applied to man-machine conversation scenarios under customer service scenarios, conversation can jump from one scenario to another at any time, and the robot can jump according to the scenario change at any time. In a man-machine conversation scene, the thought of a person is changeable, and various questions can be asked at any time, so that if the robot cannot respond to the questions of the person, the robot cannot answer the questions, the effect is poor, and the experience is influenced.

Disclosure of Invention

Therefore, the invention provides a multi-scene task flow system in intelligent customer service, which aims to solve the problem that the existing man-machine conversation scene cannot be adjusted and matched in time.

In order to achieve the above purpose, the invention provides the following technical scheme:

the invention discloses a multi-scene task flow transfer system in intelligent customer service, which comprises: the device comprises an intention identification module, a scene matching module, a scene switching module and a storage module, wherein after the intention identification module identifies conversation intents, corresponding scenes are matched through the scene matching module, the scene switching module is used for switching to the matched scenes, multi-round scene interaction is achieved, and the storage module stores multi-round conversations under each scene, so that scene switching back is facilitated.

Furthermore, the intention recognition module carries out semantic understanding through a mode combining a semantic grammar algorithm and a deep learning multiple algorithms, and recognizes the intention of the user dialogue in the man-machine dialogue.

Further, the scene matching module matches a corresponding scene in the plurality of scenes with answers to the plurality of dialogue questions according to the user intention identified by the intention identification module.

Further, the scene switching module switches the matched scene, and performs multiple rounds of dialogue question answering after switching to the scene matched with the user intention.

Further, when the user performs multi-scene interaction and the problem of non-local scenes occurs, the scene switching module identifies the intention to be matched with other scenes through the intention identification module and utilizes the scene switching module to switch the scenes in time.

Furthermore, the storage module stores each pair of conversation processes, and after the current conversation is finished, the stored context information is acquired and is switched to the last completed scene conversation through the scene switching module.

The invention has the following advantages:

the invention discloses a multi-scene task flow system in intelligent customer service, which can greatly improve the experience of human-computer interaction by means of a scene switching technology and avoid conversation interruption caused by the fact that a user cannot return to a previous conversation scene after a scene is temporarily switched. By storing multiple rounds of conversations, scenes are timely converted, and user experience is improved.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below. It should be apparent that the drawings in the following description are merely exemplary, and that other embodiments can be derived from the drawings provided by those of ordinary skill in the art without inventive effort.

The structures, ratios, sizes, and the like shown in the present specification are only used for matching with the contents disclosed in the specification, so as to be understood and read by those skilled in the art, and are not used to limit the conditions that the present invention can be implemented, so that the present invention has no technical significance, and any structural modifications, changes in the ratio relationship, or adjustments of the sizes, without affecting the effects and the achievable by the present invention, should still fall within the range that the technical contents disclosed in the present invention can cover.

Fig. 1 is a flowchart of a multi-scenario task flow system in an intelligent customer service according to an embodiment of the present invention;

Detailed Description

The present invention is described in terms of particular embodiments, other advantages and features of the invention will become apparent to those skilled in the art from the following disclosure, and it is to be understood that the described embodiments are merely exemplary of the invention and that it is not intended to limit the invention to the particular embodiments disclosed. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.

Examples

The embodiment discloses a multi-scene task flow transfer system in intelligent customer service, which comprises: the device comprises an intention identification module, a scene matching module, a scene switching module and a storage module, wherein after the intention identification module identifies conversation intents, corresponding scenes are matched through the scene matching module, the scene switching module is used for switching to the matched scenes, multi-round scene interaction is achieved, and the storage module stores multi-round conversations under each scene, so that scene switching back is facilitated.

The intention recognition module carries out semantic understanding through a mode combining a semantic grammar algorithm and a deep learning multiple algorithms, and recognizes the intention of user conversation in man-machine conversation. And after receiving the actual man-machine conversation sentences, the semantic grammar algorithm module splits the question sentences, matches the split words with words in a database, stores intention analysis of a plurality of conversations in the database, and analyzes the conversation intention according to the matched words. Or automatically recognizing the intention of the sentence text of the newly input man-machine conversation by utilizing a semantic model of a deep learning algorithm.

The scene matching module matches corresponding scenes in the plurality of scenes according to the user intentions identified by the intention identification module, and the corresponding scenes are provided with answers of a plurality of dialogue questions; the scene switching module switches the matched scene to a scene matched with the user intention and then carries out multi-turn dialogue question answering; the storage module stores a plurality of turns of conversations. When a user carries out multi-scene interaction and the problem of non-scene occurs, the scene switching module identifies the intention to be matched with other scenes through the intention identification module and utilizes the scene switching module to switch the scene in time. If the intention of the user can not be matched with the questions in the current multi-turn scenes, other scenes or the questions and answers of the common question items and the answers FAQ corresponding to the questions are continuously matched, and after the matching, the user can directly jump to the past.

And after the current round of conversation is finished, the stored context information is acquired, and the conversation is switched to the last completed scene conversation through the scene switching module, so that the phenomenon that the scene is switched and the former conversation scene is lost is avoided.

The embodiment discloses a multi-scene task circulation system in intelligent customer service, which can greatly improve the experience of human-computer interaction by means of a scene switching technology, and avoids the problem that after a scene is temporarily switched, the user cannot return to the previous conversation scene, so that conversation is interrupted. By storing multiple rounds of conversations, scenes are timely converted, and user experience is improved.

Although the invention has been described in detail above with reference to a general description and specific examples, it will be apparent to one skilled in the art that modifications or improvements may be made thereto based on the invention. Accordingly, such modifications and improvements are intended to be within the scope of the invention as claimed.

Claims

1. A multi-scenario task flow system in intelligent customer service is characterized by comprising: the device comprises an intention identification module, a scene matching module, a scene switching module and a storage module, wherein after the intention identification module identifies conversation intents, corresponding scenes are matched through the scene matching module, the scene switching module is used for switching to the matched scenes, multi-round scene interaction is achieved, and the storage module stores multi-round conversations under each scene, so that scene switching back is facilitated.

2. The system of claim 1, wherein the intent recognition module recognizes intent of user dialog in human-machine dialog by semantic comprehension through a combination of semantic grammar algorithms and deep learning algorithms.

3. The intelligent multi-scenario task flow system of claim 1, wherein the scenario matching module matches a corresponding scenario among a plurality of scenarios according to the user's intention identified by the intention identification module, the corresponding scenario having a plurality of answers to the dialog questions.

4. The multi-scenario task flow-through system in intelligent customer service as claimed in claim 1, wherein the scenario switching module switches the matched scenario to a scenario matching the user's intention, and then performs multiple rounds of dialogue question answering.

5. The system of claim 1, wherein the scene switching module identifies other scenes matching the intention through the intention identification module after a problem other than the scene occurs during the multi-scene interaction of the user, and switches the scene in time through the scene switching module.

6. The system of claim 1, wherein the storage module stores each round of session process, and after the session is completed, the stored context information is obtained and switched to the last completed session by the session switching module.