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arXiv 2109.01765cs.AI
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使用无监督词表示模型和主题建模进行有效的用户意图挖掘

Effective user intent mining with unsupervised word representation models and topic modelling

Smith School of Business, Queen’s University(女王大学史密斯商学院)

Bencheng Wei

摘要:

了解客户和客户服务代理之间聊天背后的意图已经成为一个至关重要的问题,如今由于来自不同文化和教育背景的人使用互联网的指数增长。更重要的是,电子商务的爆炸式增长导致客户和代理商之间的文本对话大幅增加。在本文中,我们提出了一种数据采掘的文本数据背后的会话意图的方法。使用客户服务数据集,我们训练无监督的文本表示模型,然后开发一个意图映射模型,将预定义的意图之间的余弦相似度的基础上排名的句子和意图。主题建模技术用于定义意图,领域专家也参与解释主题建模结果。通过这种方法,我们可以很好地理解未标记的客户服务文本数据背后的用户意图。

英文摘要:

Understanding the intent behind chat between customers and customer service agents has become a crucial problem nowadays due to an exponential increase in the use of the Internet by people from different cultures and educational backgrounds. More importantly, the explosion of e-commerce has led to a significant increase in text conversation between customers and agents. In this paper, we propose an approach to data mining the conversation intents behind the textual data. Using the customer service data set, we train unsupervised text representation models, and then develop an intent mapping model which would rank the predefined intents base on cosine similarity between sentences and intents. Topic-modeling techniques are used to define intents and domain experts are also involved to interpret topic modelling results. With this approach, we can get a good understanding of the user intentions behind the unlabelled customer service textual data.

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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