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Method and apparatus for identifying customer service and duplicate questions in an online consultation system

机译:在线咨询系统中识别客户服务和重复问题的方法和装置

摘要

Embodiments of the present invention provide for a method of identifying customer service and duplicate questions submitted by a user to a consultation system by creating a model from features extracted from questions previously identified as customer service questions, extracting features from a newly submitted question by performing phrasal analysis of the question, comparing the extracted features of the newly submitted question to the extracted features of the model, and determining whether the newly submitted question is a customer service question.
机译:本发明的实施例提供了一种通过从先前被识别为客户服务问题的问题中提取的特征创建模型,通过执行短语从新提交的问题中提取特征来识别客户服务以及由用户向咨询系统重复提交的问题的方法。分析问题,将新提交的问题的提取特征与模型的提取特征进行比较,并确定新提交的问题是否为客户服务问题。

著录项

  • 公开/公告号US9275038B2

    专利类型

  • 公开/公告日2016-03-01

    原文格式PDF

  • 申请/专利权人 GANN BIERNER;EDWIN COOPER;

    申请/专利号US201213464287

  • 发明设计人 GANN BIERNER;EDWIN COOPER;

    申请日2012-05-04

  • 分类号G06F17/27;G06Q50;

  • 国家 US

  • 入库时间 2022-08-21 14:28:44

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