發(fā)布時(shí)間：2018-03-01 02:09

  本文關(guān)鍵詞： 本體 問答系統(tǒng) 語義網(wǎng) 推理 語義相似度 知網(wǎng)　出處：《青島理工大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著社會經(jīng)濟(jì)的發(fā)展、企業(yè)改革的深入和人們生活水平的提高，企業(yè)正面臨著良好的發(fā)展機(jī)遇，但同時(shí)企業(yè)和客戶對服務(wù)提供與消費(fèi)提出了新的要求：企業(yè)需要隨著市場環(huán)境的變化調(diào)整自己的戰(zhàn)略，及時(shí)、以最短時(shí)間、以最好的服務(wù)滿足顧客的需求；同時(shí)客戶要求更友好、方便、快捷的使用企業(yè)提供的服務(wù)。為此，企業(yè)需要通過不斷改進(jìn)客戶服務(wù)體系來提高客戶服務(wù)質(zhì)量。然而在互聯(lián)網(wǎng)發(fā)展的時(shí)代，傳統(tǒng)的電話呼叫客服系統(tǒng)需要大量的人力和物力，企業(yè)為此需要大量的投入；現(xiàn)有的在線客服系統(tǒng)不能很好的理解用戶意圖，同時(shí)也不具備完善的知識體系，向用戶提供所需信息。 基于以上需求，本文從用戶端和問題端兩個(gè)不同的角度解決用戶需求，針對手機(jī)領(lǐng)域?qū)κ謾C(jī)構(gòu)建本體，結(jié)合自然語言處理、信息檢索和語義網(wǎng)技術(shù)，一方面采用自然語言處理對用戶請求問句進(jìn)行處理，然后進(jìn)行語義相似度計(jì)算和本體推理查詢，從語義角度理解用戶意圖；另一方面結(jié)合本體，將手機(jī)領(lǐng)域知識構(gòu)建到本體中，通過本體的良好結(jié)構(gòu)實(shí)現(xiàn)知識的共享和組織；最后結(jié)合現(xiàn)實(shí)需求，設(shè)計(jì)與實(shí)現(xiàn)問答客服系統(tǒng)，以友好的自動問答方式與用戶進(jìn)行交互。針對基于本體的自動問答客服系統(tǒng)，本文主要工作和研究成果如下： （1）基于本體的自動問答客服系統(tǒng)的系統(tǒng)框架設(shè)計(jì)與實(shí)現(xiàn)。本文結(jié)合需求和當(dāng)前中文問答系統(tǒng)的不足，設(shè)計(jì)與實(shí)現(xiàn)基于本體的自動問答客服系統(tǒng)框架，系統(tǒng)具有友好的UI用戶交互，知識庫和用戶數(shù)據(jù)管理以web服務(wù)接口的方式提供。 （2）手機(jī)領(lǐng)域知識本體的構(gòu)建。本文結(jié)合手機(jī)領(lǐng)域知識的特點(diǎn)，以Protégé構(gòu)建了手機(jī)本體，，將手機(jī)相關(guān)的軟硬件、故障、現(xiàn)象、解決方法等組織到本體結(jié)構(gòu)上，為后續(xù)的推理，實(shí)現(xiàn)知識的共享。 （3）用戶問句語義理解。本文問答客服系統(tǒng)區(qū)別于傳統(tǒng)的搜索引擎，用戶通過交互頁面以自然語言形式輸入問句。系統(tǒng)對用戶問句結(jié)合分詞、去停用詞、同義詞擴(kuò)展、本體的語義擴(kuò)展等自然語言處理，然后基于知網(wǎng)和構(gòu)建的手機(jī)本體進(jìn)行語義相似度計(jì)算，從語義角度理解用戶問句。 （4）基于本體的查詢與推理。本文問答客服系統(tǒng)通過Jena解析構(gòu)建的手機(jī)本體文件，用戶問句經(jīng)自然語言處理后，結(jié)合本體和定義的推理規(guī)則文件進(jìn)行推理查詢，引導(dǎo)用戶進(jìn)行問答，更好地獲取用戶問句相關(guān)的FAQ問題和答案。 通過以上相關(guān)工作的研究，本文設(shè)計(jì)與實(shí)現(xiàn)了基于本體的自動問答客服系統(tǒng)。結(jié)合本文對問答系統(tǒng)的測評，相較于傳統(tǒng)的關(guān)鍵詞檢索方法和常見的基于知網(wǎng)的問答系統(tǒng)，本文采用的基于本體語義相似度計(jì)算+本體推理查詢方式，提升了查詢結(jié)果的準(zhǔn)確性，驗(yàn)證了系統(tǒng)的有效性，很大程度上能夠理解用戶的意圖，本體的推理也能很好的引導(dǎo)用戶進(jìn)行問答，完全滿足當(dāng)前實(shí)際應(yīng)用系統(tǒng)的需要。
[Abstract]:With the development of social economy, the deepening of enterprise reform and the improvement of people's living standard, enterprises are facing good opportunities for development. But at the same time, enterprises and customers put forward new requirements for service provision and consumption: enterprises need to adjust their strategies with the changes of market environment, timely, in the shortest time, with the best service to meet the needs of customers; At the same time, customers require more friendly, convenient and quick use of the services provided by enterprises. Therefore, enterprises need to improve customer service quality through continuous improvement of customer service system. However, in the era of Internet development, The traditional telephone call customer service system needs a lot of manpower and material resources, and enterprises need a lot of investment for this; the existing online customer service system can not understand the user's intention very well, and at the same time, it does not have a perfect knowledge system. Provide the user with the required information. Based on the above requirements, this paper solves the user's needs from two different angles of client and problem, constructs the ontology of mobile phone in the field of mobile phone, combines natural language processing, information retrieval and semantic web technology. On the one hand, natural language processing is used to process user request questions, then semantic similarity calculation and ontology reasoning query are carried out to understand user intention from semantic point of view; on the other hand, mobile phone domain knowledge is constructed into ontology by combining ontology. Through the good structure of ontology, knowledge sharing and organization are realized. Finally, a Q & A customer service system is designed and implemented to interact with users in a friendly automatic Q & A mode. The main work and research results of this paper are as follows:. This paper designs and implements the framework of automatic Q & A customer service system based on ontology, which is based on ontology, combined with the requirement and the deficiency of Chinese Q & A system. The system has friendly UI user interaction, knowledge base and user data management are provided by web service interface. 2) the construction of mobile phone domain knowledge ontology. This paper combines the characteristics of mobile phone domain knowledge, constructs mobile phone ontology with Prot 茅 g 茅, organizes mobile phone related hardware and software, faults, phenomena, solutions and so on to ontology structure, for the subsequent reasoning. Knowledge sharing is realized. This system is different from the traditional search engine. Users input questions in the form of natural language through interactive pages. The system combines questions with participle to stop words and expand synonyms. Ontology semantic extension and other natural language processing, and then based on the knowledge network and mobile phone ontology semantic similarity calculation, from the perspective of semantic understanding of user questions. 4) Ontology-based query and reasoning. In this paper, Jena is used to analyze the mobile phone ontology files. After the user questions are processed by natural language, the user questions are inferred and queried by combining ontology with the defined reasoning rules file. Guide users to ask questions and get better FAQ questions and answers. Through the research above, this paper designs and implements the automatic Q & A system based on ontology, and compares with the traditional keyword retrieval method and the common question-answering system based on knowledge net, combined with the evaluation of the question and answer system in this paper. The ontology reasoning query method based on ontology semantic similarity calculation is adopted in this paper, which improves the accuracy of query results, validates the effectiveness of the system, and to a large extent can understand the intention of users. Ontology reasoning can also guide users to ask questions and answer questions, which can meet the needs of current practical application system.
【學(xué)位授予單位】：青島理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：TP391.1

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

1 賈明靜;基于用戶意圖和句法角色的問句相似度計(jì)算研究[D];青島理工大學(xué);2014年

本文編號：1549929