统计融合序列标注的电力客服术语识别

文中研究了电力客户服务领域文本的自动术语抽取.电力客服领域文本存在大量术语变体和嵌套的"复合术语",文中将电力客服领域术语识别分为"未登录术语部件识别"和"复合术语识别"两步骤.在"未登录术语部件识别"中,同时利用基于改进的互信息C-PMI与边界自由度的统计方法,以及序列标注分词算法挖掘候选术语部件,将前100个词语的...     

面向在线客服系统的调度算法研究

Different from traditional customer service systems, online customer service systems offer business services for multiple customers simultaneously, which makes the adaptation and scheduling between service providers and customers a big challenge. Based on the characteristics of online customer service, this paper proposes a scheduling model for online customer service systems. The scheduling model is composed of three constituents: a multi-priority customer queue, the states of the scheduling system and the transition relations between them, and the correspondence between scheduling strategies and states of the system. Its scheduling algorithm is designed. Experiments verify the rationality of the scheduling model and the effectiveness of the scheduling algorithm. In comparison to the operating customer service system, the algorithm can not only considerably reduce the average waiting time of customers, but also achieve load balancing among service providers, when guaranteeing high quality of services.