Scene Understanding Technology of Intelligent Customer Service Robot Based on Deep Learning

Abstract

As a value-added service that improves the efficiency of online customer service, customer service robots have been well received by sellers in recent years. Because the robot strives to free the customer service staff from the heavy consulting services in the past, thereby reducing the seller’s operating costs and improving the quality of online services. The purpose of this article is to study the intelligent customer service robot scene understanding technology based on deep learning. It mainly introduces some commonly used models and training methods of deep learning and the application fields of deep learning. Analyzed the problems of the traditional Encoder-Decoder framework, and introduced the chat model designed in this paper based on these problems, that is, the intelligent chat robot model (T-DLLModel) obtained by combining the neural network topic model and the deep learning language model. Conduct an independent question understanding experiment based on question retelling and a question understanding experiment combined with contextual information on the dialogue between online shopping customer service and customers. The experimental results show that when the similarity threshold is 0.4, the method achieves better results, and an F value of 0.5 is achieved. The semantic similarity calculation method proposed in this paper is better than the traditional method based on keywords and semantic information, especially when the similarity threshold increases, the recall rate of this paper is significantly better than the traditional method. The method in this article has a slightly better answer sorting effect on the real customer service dialogue data than the method based on LDA.