电力智能问答平台架构的研究与设计  

Research and design of electric power intelligent question answering platform

作　　者：张峰[1] 杨晓艺 刘奕湘 

机构地区：[1]广东电网公司江门供电局,广东江门529000

出　　处：《能源与环保》2017年第7期193-195,200,共4页CHINA ENERGY AND ENVIRONMENTAL PROTECTION

摘　　要：针对电力领域服务请求量较多和客服人员数量有限之间的矛盾,设计了一种新型电力智能问答平台架构。在公司已建立多元化服务渠道的基础上,通过分析智能问答平台4个主要模块的功能,依托知识库作为咨询问题解答来源,建立智能应答FAQ(Frequently Asked Questions)库;利用自然语言分词和关键字/词提取技术,自动对用户的问题语句进行分词和关键字/词的提取,实现系统自动回答用户提出的各类咨询问题。针对智能问答平台架构设计中4个关键问题提出解决方案。建立示范工程,证明新型能问答平台架构可以有效降低公司人力资源成本,实现客服人员为客户提供更快速、周到的优质服务。For the power of the field of service requests and the number of customer service was limited between the contradictions,a new type of intelligent intelligent question and answering platform was designed. Based on the the company has established a diversified service channel,through the analysis of intelligent question answering four main function modules of the platform,relying on the knowledge base as the consultation questions sources,the establishment of intelligent response to FAQ（ Frequently Asked Questions） library;the use of natural language words and keywords/word extraction technology,automatic problem statement of the users,extraction of word and keyword/word,to achieve all kinds of questions raised by users of automatic answering system. Aiming at the design of intelligent query platform,four key problems were put forward. The establishment of demonstration projects,to prove that the new platform could effectively reduce the company＇s human resources costs,customer service personnel to provide customers with more rapid and thoughtful service.

关 键 词：供电行业 远程服务 智能问答 FAQ 自然语言分析 

分 类 号：TM73[电气工程—电力系统及自动化]