Automatic intention recognition in financial service scenarios faces challenges such as limited corpus size, high colloquialism, and ambiguous intentions. This paper proposes a hybrid intention recognition framework for financial customer service, which involves semi-supervised learning data augmentation, label semantic inference, and text classification. A semi-supervised learning method is designed to augment the limited corpus data obtained from the Chinese financial service scenario, which combines back-translation with BERT models. Then, a K-means-based semantic inference method is introduced to extract label semantic information from categorized corpus data, serving as constraints for subsequent text classification. Finally, a BERT-based text classification network is designed to recognize the intentions in financial customer service, involving a multi-level feature fusion for corpus information and label semantic information. During the multi-level feature fusion, a shallow-to-deep (StD) mechanism is designed to alleviate feature collapse. To validate our hybrid framework, 2977 corpus texts about loan service are provided by a financial company in China. Experimental results demonstrate that our hybrid framework outperforms existing deep learning methods in financial customer service intention recognition, achieving an accuracy of 89.06%, precision of 90.27%, recall of 90.40%, and an F1 score of 90.07%. This study demonstrates the potential of the hybrid framework to automatic intention recognition in financial customer service, which is beneficial for the improvement of the financial service quality.
Read full abstract