Discovering and Ranking Relevant Comment for Chinese Automatic Question-Answering System

Abstract

Intelligent customer service system is timely, efficient, and accurate, which is more and more popular in grid electric power companies, and the amount of customer consultation is increasing day by day. It is infeasible for human customer service to answer these questions on time, so an automatic question-answering system is of great help to the grid electric power company. The customer queries from the grid electric power company customer service is very different from open-domain questions: the problems questioned by customer tend to be for a specific device or system within the enterprise operation problem. Most grid electric companies provide customers with a communication platform where customers can get guidance on using equipment and the business process. The comments from communication platforms are valuable resources for answering customer questions. In our work, we use three neural network models which excavate potential answers to customer queries from comments. One of the key challenges, however, is the difficulty of matching customer questions with comments. To solve this problem, we propose a method based on deep learning to find the comments related to customer questions to generate more accurate and reliable answers. Experiments can prove that our method performed well in the customer service of grid electric power company.