| The service upgrade strategy refers to the timing selection strategy for human customer service to intervene in the dialogue between users and task-based customer service.It is mainly used in the task-based intelligent customer service platform to improve customer satisfaction and reduce potential customer loss.The current mainstream service upgrade strategy is to control the timing of service upgrades by performing sentiment analysis on user interaction content.This method ignores the impact of the interaction content between users and task-oriented customer service on users’ emotions,and there is a problem of inaccurate control of the service upgrade timing.The thesis conducts a series of research on how task-based customer service can accurately control the timing of service upgrades.First of all,the thesis studies the sentiment analysis method used in the service upgrade strategy,and proposes an emoji-integrated sentiment analysis method,which can make full use of the co-occurrence relationship between wordword,word-expression and emoji-expression in the statement,so as to achieve more accurate emotion analysis effect.After that,the thesis numeralizes the service upgrade conditions and proposes a service upgrade strategy based on service upgrade index,so that the task-based customer service can control the service upgrade time not only by analyzing the emotion of user input content,but also by analyzing the interaction content between user and task-based customer service,so as to improve the accuracy of the task-based customer service in controlling the service upgrade time.Finally,a task-based customer service dialogue system is designed and implemented to verify the feasibility of the service upgrade strategy based on the service upgrade index proposed in the thesis.The thesis first introduces the relevant background knowledge and technology;then,it performs a requirement analysis of the task-based customer service conversation system,describes the functions and nonfunction of the system;then,it studies the sentiment analysis method that integrates Emoji expressions and the service upgrade strategy based on the service upgrade index,solving the key issues of the thesis;then the outline design of the system is completed according to the requirements analysis,and the detailed design and implementation of the system are explained according to the outline design;finally,it performs a complete functional and performance test of the subsystems in the system. |
