摘要
针对电力公司在服务请求和服务人员数量上有冲突,设计一种智能客服系统,该系统主要分为5大模块,利用大数据技术将工单作为自动运维知识库的来源,进行提取存储。利用自然语言处理技术将问句进行分词处理,词向量的转换,采用句子相似度模型计算问句相似度,与知识库进行匹配从而获取答案,实现自动客服,提供更加有效的服务,最终降低人工劳动。
In view of the conflict between service requests and the number of service personnel in power companies,an intelligent customer service system was designed.The system was mainly divided into five modules,using large data technology to extract and store work orders as the source of the knowledge base of automatic operation and maintenance.Using natural language processing technology,questions were segmented and word vectors were transformed.Sentence similarity model was used to calculate the similarity of question sentences and match with the knowledge base to get the answers,so as to realize automatic customer service,provide more effective services,and ultimately reduce manual labor.
作者
鞠冬彬
JU Dong-bin(College of Data Science and Software Engineering,Qingdao University,Qingdao 266071,China)
出处
《通信电源技术》
2018年第11期47-49,共3页
Telecom Power Technology
关键词
系统运维
大数据
自然语言处理
智能问答
system operation and maintenance
big data
natural language processing,intelligent question and answer
