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山东大学学报（理学版） ›› 2016, Vol. 51 ›› Issue (7): 66-73.doi: 10.6040/j.issn.1671-9352.1.2015.007

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网购客服对话标注与分析

侯永帅,王晓龙,陈俊杰,周小强,徐军,陈清财   

  1. 哈尔滨工业大学深圳研究生院智能计算研究中心, 广东 深圳 518055
  • 收稿日期:2015-11-14 出版日期:2016-07-20 发布日期:2016-07-27
  • 作者简介:侯永帅(1981— ),男,博士研究生,研究方向为自动问答、信息检索. E-mail: houyongshuai@hitsz.edu.cn
  • 基金资助:
    国家自然科学基金面上项目(61272383,61173075);深圳市战略性新兴产业发展专项(JCYJ20120613151940045)

Online shopping customer service dialogue annotation and analysis

  1. Intelligent Computing Research Center, Shenzhen Graduate School of Harbin Institute of Technology, Shenzhen 518055, Guangdong, China
  • Received:2015-11-14 Online:2016-07-20 Published:2016-07-27

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摘要： 在当前交互式问答的研究中,面向真实应用环境的交互式问答语料比较缺乏。首先收集大量网购客服对话日志作为交互式问答研究的语料数据, 对网购对话日志进行统计分析,然后从对话日志中抽取174组会话,对会话中的非规范语言现象、问句相关现象、问句答案匹配现象等交互式语言现象进行了标注和统计。基于标注统计结果发现:高频语句在网购对话中占较大比例,15%的语句的使用量占客服应答语句总量的45%以上;非规范语言现象出现比例占到会话语句的50%;问句相关现象中指代相关、省略相关、公共词序列相关是最重要的3个相关特征;问句答案匹配现象中交叉匹配的情形占到会话的60%以上;匹配的问答对中问句与答案具有显性匹配特征的占50%以上。

关键词: 语料分析, 语料标注, 交互式问答, 客服对话

Abstract: There is lack of research data on real application environment for interactive question-answering research. This paper collected a large number of online shopping customer service dialogue records as real application environment interactive question-answering corpus. First, the online customer service dialogue records were statistics and analysis. Then 174 groups service dialogues were randomly selected. Those dialogues were annotated and statistics on unnormal language, question relevance and question answer matching phenomena. The annotation and statistics results show that: high frequent dialogue sentences reached to large proportion, 15% of high frequent customer dialogue sentences covered 45% of all data customer sent out; 50% of dialogue sentences contained unnormal language phenomena; Anaphora relevance, omission relevance and common word sequences are the three most important features for judging relevance of client questions; more than 60% of service dialogue sentences are cross matching question answers pairs, and more than 50% of matching question answers pairs are recessive matching.

Key words: corpus annotation, interactive question answering, corpus analysis, customer service dialogue

中图分类号: 

  • TP391
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