摘要
在电信行业中,客户对未解决或处理不满意的投诉进行重复投诉的现象较为常见。手动生成重投报告不仅耗时且主观性较强,难以满足企业对高效性和一致性的要求。针对这一问题,提出了一种基于改进Transformer模型的自动化报告生成方法。该方法通过引入情绪嵌入,有效捕捉客户在对话中的情绪变化,改善了生成报告对客户态度和诉求的理解能力。同时,结合定制化位置编码,提升了模型对投诉时序信息的感知能力,从而增强了生成内容的时间逻辑性和细节完整性。实验结果表明,改进后的模型在BLEU(bilingual evaluation understudy)和ROUGE(recall-oriented understudy for gisting evaluation)指标上分别达到0.352和0.482,显著优于原始Transformer和其他对比模型。此外,与人工对比,工作效率提高了89%。生成的报告内容不仅更加准确贴合实际需求,还在语义细节与时序一致性上表现优异。
In the telecommunications industry,repeated customer complaints about unresolved or unsatisfactory issues are a common challenge.Manually generating re-investment reports is not only time-consuming and prone to subjectivity but also fails to meet enterprise demands for efficiency and consistency.To address this issue,an automatic report generation method based on an improved Transformer model was proposed.This method introduced emotion embedding,enabling the model to effectively capture dynamic emotional changes in customer interactions and better understand customer attitudes and demands during the dialogue.Additionally,the incorporation of custom‐ized position encoding enhanced the model’s ability to perceive complaint time series information,significantly improving the time logic and detailed completeness of the generated content.Experimental results demonstrate that the proposed model achieves BLEU(bilingual evaluation understudy)and ROUGE(recall-oriented understudy for gisting evaluation)scores of 0.352 and 0.482,respectively,outperforming the original Transformer and other baseline models.Moreover,compared to manual efforts,the proposed model improves work efficiency by 89%.The generated reports not only align more accurately with real-world requirements but also exhibit superior performance in semantic detail and time sequence consistency.
作者
梁伟明
肖军
马晓亮
辛盛
徐荣彬
LIANG Weiming;XIAO Jun;MA Xiaoliang;XIN Sheng;XU Rongbin(China Telecom Corporation Guangzhou Branch,Guangzhou 510620,China;China DataCom Co.,Ltd.,Guangzhou 510630,China;Ma Xiaoliang Innovation Studio for Model Workers and Creative Talents,Guangzhou 510620,China)
出处
《电信科学》
北大核心
2025年第6期197-207,共11页
Telecommunications Science
