企业智能客服人机对话管理模型构建

Construction of Man-machine Dialogue Management Model for Enterprise Intelligent Customer Service

针对传统客服智能化程度低,不能满足客户需求的问题,构建企业智能客户人机对话管理模型。该模型在RNN深度神经网络单轮对话模型的基础上融入顺序位置信息,增强注意力单轮对话模型结构,同时在Transformer架构中增加顺序信息模块。该模型测试结果表明,所构建的模型提升了企业智能客服人机对话管理水平与客服智能化水平,该模型对满足企业智能客服需求具有一定的应用价值。

An intelligent customer-service human-machine dialogue management model is constructed to address the low level of traditional customer service intelligence and its inability to meet customer demands.The constructed intelligent customer-service human-machine dialogue management model incorporates sequential positional information into the RNN deep neural network single-turn dialogue model,enhancing the attention-based single-turn dialogue model structure.Additionally,it integrates a sequential information module into the Transformer architecture.The developed customer-service human-machine dialogue management model is tested,and the results indicate that it enhances the level of enterprise intelligent customer-service human-machine dialogue management and customer service intelligence.This model has significant application value in meeting the demands of intelligent customer service in enterprises.