面向智能客服系统的情感分析技术

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Abstract AliMe is a recently developed chatbot, focused on intelligent customer service domain. The emotion analysis technologies have been successfully utilized in many modules of AliMe. The technical details of those emotion analysis based modules are presented, including user emotion detection, user emotion comfort, emotional generative chatting, customer service quality control, session satisfaction prediction and intelligent entrance for manual customer service. Furthermore, some user interface examples of those emotional modules are also introduced to improve understanding of their effects.

Key words： emotion analysis text matching generative chatbot

Received: 30 May 2019

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TP391

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	Articles by authors
	SONG Shuangyong
	WANG Chao
	CHEN Chenglong
	ZHOU Wei
	CHEN Haiqing

Cite this article:

SONG Shuangyong,WANG Chao,CHEN Chenglong, et al. Sentiment Analysis for Intelligent Customer Service Chatbots[J]. , 2020, 34(2): 80-95.

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http://jcip.cipsc.org.cn/EN/ OR http://jcip.cipsc.org.cn/EN/Y2020/V34/I2/80

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