面向智能客服系统的情感分析技术

Sentiment Analysis for Intelligent Customer Service Chatbots

该文以阿里小蜜为例,对智能客服系统中的情感分析技术进行比较全面的介绍,包括情感分析算法模型的原理及其在智能客服系统的多个应用场景中的实际落地使用方式和效果分析。智能客服在解决客户高频业务问题的同时,也需要给客户提供多维度的、具有类人能力的助理、导购、语聊和娱乐等服务,提高客户对智能客服机器人的整体满意度。在此过程中,情感分析技术在机器人类人能力建设中起到了至关重要的作用。该文围绕智能客服系统中人机结合的服务形式,从六个维度总结和介绍了情感分析技术在智能客服系统中的应用场景,包括用户情感检测、用户情感安抚、情感生成式语聊、客服服务质检、会话满意度预估和智能人工入口。

AliMe is a recently developed chatbot,focused on intelligent customer service domain.The emotion analysis technologies have been successfully utilized in many modules of AliMe.The technical details of those emotion analysis based modules are presented,including user emotion detection,user emotion comfort,emotional generative chatting,customer service quality control,session satisfaction prediction and intelligent entrance for manual customer service. Furthermore,some user interface examples of those emotional modules are also introduced to improve understanding of their effects.