融合神经网络与电力领域知识的智能客服对话系统研究  

Research on Intelligent Customer Service Dialogue Systems Integrating Neural Networks and Electric Power Field Knowledge

作　　者：吕诗宁 张毅 胡若云 沈然 江俊军 欧智坚[2] LYU Shining;ZHANG Yi;HU Ruoyun;SHEN Ran;JIANG Junjun;OU Zhijian(State Grid Zhejiang Electric Power Research Institute,Hangzhou 310000,China;Department of Electronic Engineer,Tsinghua University,Beijing 100084,China;State Grid Yuhuan Power Supply Company,Taizhou Zhejiang 318000,China)

机构地区：[1]国网浙江省电力有限公司电力科学研究院,杭州310000 [2]清华大学电子工程系,北京100084 [3]国网浙江玉环县供电有限公司,浙江台州318000

出　　处：《浙江电力》2020年第8期76-82,共7页Zhejiang Electric Power

基　　金：国家电网有限公司科技项目(5211DS180030)。

摘　　要：为了开发面向电力领域的智能客服对话系统,提出了融合神经网络和电力领域知识的方法。利用基于神经网络的自然语言理解技术从客户的话中提取有用信息;利用对话流配置框架和知识图谱将电力客服业务流程、客服数据库和标准问答对等电力领域知识融入对话系统,指导对话系统给出正确的回复。最后通过实现两个电力领域客服对话系统验证了方法的可行性。The paper presents a method integrating neural networks and electric power field knowledge to develop an intelligent customer service dialogue system oriented to the electric power field.Natural language understanding technology based on neural networks is used to extract useful information from customers′utterances;the dialogue flow configuration framework and knowledge graph are used to integrate field knowledge of electric power such as the customer service business process,customer service database and standard Q&A into the dialogue system to guide the dialogue system to give correct replies.Finally,the feasibility of the method is verified by implementing two customer service dialogue systems in the electric power field.

关 键 词：对话系统 神经网络 电力领域知识 智能客服 

分 类 号：TP18[自动化与计算机技术—控制理论与控制工程]