CN116108169B - Hot wire work order intelligent dispatching method based on knowledge graph - Google Patents
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Abstract
The invention discloses a hotline work order intelligent dispatching method based on a knowledge graph, and belongs to the field of work order dispatching. The invention adopts natural language processing technology to extract the event description of the work order text, and obtains the trigger word and event role content of the hotline event, thereby obtaining the key information of the event text, the key information of the hotline event is used as the basic information for constructing the knowledge graph, a plurality of questions are designed according to the information of the hotline event such as event-event type, event-trigger word, event-event role and the like obtained by extracting the hotline event, and the candidate dispatching departments of the event are obtained by combining the information of the key information entity in the knowledge graph and using the answer selection method. Aiming at the situation that the manual dispatch accuracy of the thermal wire work orders in the prior art is deficient, the invention is beneficial to improving the dispatch accuracy of the thermal wire work orders and better realizing 'instant complaints'.
Description
Technical Field
The invention relates to the technical field of work order dispatching, in particular to a hotline work order intelligent dispatching method based on a knowledge graph.
Background
The city long heat line work order (hereinafter referred to as "work order") is text information recorded by an operator according to the incoming call of the city, and its elements are time, place, person and event. The work order text information presents layer-by-layer diffusion characteristics of buildings, cells, communities and streets on a spatial sequence, and the continuous expansion characteristics of various aspects of urban life are generally covered on a theme sequence. Operators need to find responsibility departments to be allocated for worksheets, and the number of selectable responsibility departments is often tens, so that the link of confirming the responsibility departments is time-consuming and labor-consuming. In addition, the accuracy of manual work order assignment depends on the accurate judgment of the classification of citizen appeal by operators and the deep knowledge of the functions of each responsible department. In urban hot-line operation practice, false dispatch frequently occurs, resulting in unnecessary secondary dispatch. Along with the increasing variety and quantity of city events accepted by the city long hotline, the intelligent dispatching of worksheets is imperative.
In order to realize automatic allocation of the city long hot line work orders, a machine learning-based method is generally adopted: firstly, extracting features from the worksheet text description, then connecting a plurality of features in series to form a high-dimension feature vector, and finally completing classification by using a classifier. This approach requires a lot of feature engineering, and the selection and analysis of features is complex, resulting in significant effort to design features that may not be relevant to the task specified. Still further, work order text feature extraction and classification tasks may be accomplished automatically using convolutional neural networks (CNN, convolutional Neural Networks), recurrent neural networks (RNN, recurrent Neural Network), long Short Term Memory recurrent neural networks (LSTM). However, worksheets belonging to the same general class but different subclasses have many similarities in text information descriptions. For example, the description of "road occupation parking" and "road occupation repair" belonging to the class of "street order" is very similar, but it belongs to different responsible departments (public security office and city administration), and it is difficult to find such a small difference by using a single neural network method, and it is difficult to judge the responsible department to which it belongs.
Through retrieval, the patent of publication No. CN112541351A discloses a method and a system for dispatching government hot-line work orders in the field of construction, document entry matrixes are constructed by segmenting the texts of the government hot-line work orders in the field of construction, and the responsibility units of the work orders are predicted by inputting a pre-trained support vector machine model. The method is only applicable to related worksheets of building departments, but not applicable to other departments.
Disclosure of Invention
1. Technical problem to be solved by the invention
Aiming at the situation that the manual dispatching accuracy of the hot wire work orders in the prior art is deficient, the invention aims to provide the hot wire work order intelligent dispatching method based on the knowledge graph, which is beneficial to improving the dispatching accuracy of the hot wire work orders and better realizing 'follow-up and instant-on'.
2. Technical proposal
In order to achieve the above purpose, the technical scheme provided by the invention is as follows:
according to the hotline work order intelligent dispatching method based on the knowledge graph, the natural language processing technology is adopted to extract the events of the work order text, trigger words and event role contents of hotline events are obtained, so that key information of the event text is obtained, and the key information of the hotline events is used as basic information for constructing the knowledge graph. The event extraction result mainly comprises information such as an event-event type, an event-trigger word, an event-event role and the like, event triples are constructed according to the information, and then the triples are fused and associated by using knowledge graph related technologies such as entity fusion, relationship discovery, relationship reasoning and the like, so that a knowledge graph of event key information is constructed. According to the information such as 'event-event type', 'event-trigger word', 'event-event role', etc. extracted from the hotline event, designing a plurality of questions according to the key information of the event, combining the information of the key information entity in the knowledge graph, and using the answer selection method to obtain the candidate dispatch departments of the event.
The key of department assignment is analysis of the content of the work order text itself, and mining the relation between the events in the work order text and the government departments, the heat-line work order intelligent assignment method based on the event extraction and the knowledge graph provided by the invention comprises three main parts: s100, extracting events based on historical heat line work order texts; s200, constructing a knowledge graph based on event key information; s300, predicting the dispatching department based on the knowledge graph questions and answers.
The heat line work order text event extraction technology in S100 comprises two parts of event detection and event role identification, wherein the event detection process is as follows:
s111, sentence segmentation is carried out on the event text, and the jieba word segmentation is used for word segmentation processing to obtain documetteokens and sentencetoken;
s112, encoding the documetteokens by using a word embedding method, respectively extracting local features and global features of the hotline event text by using a CNN network and an RNN network, and obtaining a representation vector V of the hotline event text by combining an Attention mechanism 1 ；
S113, carrying out word embedding processing on sendencetokens, generating AMR graphs for each sentence by using an AMR algorithm, and connecting a plurality of AMR graphs by combining keywords, AMR root nodes and the like to obtain an event text integerEncoding AMR graph by GCN network to obtain representation vector V of hot line event text 2 ；
S114, processing each sentence of the hotline event text by using the BERT pre-training language model to generate word vectors of all words in the sentences, then using SIF weights to form the word vectors into a plurality of sentence vectors, and combining the sentence vectors into a representation vector V of the hotline event text by using a weighted average method according to the content hierarchical distribution of the text (such as the central content of the text is mainly concentrated in the first sentence or the last sentence, the sentence length and the like) 3 ；
S115, fusing three types of expression vectors V by adopting a gating mechanism 1 ，V 2 ，V 3 Obtaining a corresponding fusion vector V fuse And finally, carrying out event multi-label classification and event trigger word recognition on the fusion vector by using a fully connected network to obtain a corresponding multi-label event type and trigger word set.
The event role recognition process is as follows:
s121, performing jieba word segmentation on the event text to obtain a word segmentation result, and processing the event text by using a word embedding mode to obtain a corresponding coding result;
s122, using a BiLSTM+CRF model to carry out named entity recognition on the coded result, and recognizing all entity vectors in the hotline event text;
s123, for different event types, firstly, according to an embellishing table, finding an embellishing vector of a corresponding trigger word, and using a BiLSTM network to encode to obtain an event trigger word representation vector V t ；
S124, trigger word representing vector V corresponding to splicing event type t And entity vectors, calculating event roles of different event types.
In S200, based on the dispatching result of the historical hot line work order, information such as an event processing department and an event result can be obtained, information such as a trigger word, an event type, an event role and the like of a hot line event can be obtained according to the result of the event extraction algorithm, and a plurality of triples can be obtained by taking entities such as an event number, a department name, an event type name and the like as nodes:
"event-processing department-department name", "event-processing mode", "event-event type name", "event-trigger word name", "event-event role-role content";
the triples can obtain a relation diagram of a certain historical event, and the relation diagrams of the events are connected to obtain a knowledge graph of the hot-line work order event, wherein the same event can be associated with a plurality of types, a plurality of trigger words, a plurality of processing departments and the like, and the relation diagrams of the events are connected through information such as the event types, the trigger words, the processing departments and the like; the specific construction process comprises the following steps:
s201, processing the event role content, the processing result and other entities by adopting an entity alignment technology, discovering potential alignment entities, and renaming the potential alignment entities by using the same naming format;
s202, fusing the same event roles and event processing modes for the results after entity alignment, and associating different event relationship graphs through the event roles and the event processing modes.
According to the process, a knowledge graph based on the event key information can be constructed.
The dispatch department prediction process based on knowledge graph questions and answers in S300 is as follows:
s301, performing word segmentation processing on the designed problem, and performing feature extraction on a word segmentation result by adopting a BiLSTM network to obtain a corresponding problem expression vector;
s302, performing graph embedding processing on a multilayer neighborhood relation containing key entities (such as XX types and XX trigger words) in the problems in the knowledge graph by using a TransR to obtain corresponding embedded vectors;
s303, regarding the multi-layer neighborhood relation entity of the input entity as a candidate answer, predicting the probability scores of the questions and the relation entity, and selecting the entity with the highest probability score as the answer (dispatch department) of the questions;
s304, obtaining a plurality of candidate departments according to the designed general questions, setting a specific threshold value, and selecting an entity with probability score exceeding the given threshold value as an answer candidate set (an optional dispatch department and an associated department).
3. Advantageous effects
Compared with the prior art, the technical scheme provided by the invention has the following beneficial effects:
the knowledge-graph-based heat line work order intelligent dispatching method can improve the accuracy of manual dispatching of the city long heat lines and can better realize 'order-taking and-handling'.
Drawings
FIG. 1 is a flow chart of event detection according to the present invention;
FIG. 2 is a schematic flow chart of event character recognition in the present invention;
FIG. 3 is a schematic diagram of a dispatch department prediction model based on knowledge graph questions and answers in the invention.
Detailed Description
For a further understanding of the present invention, the present invention will be described in detail with reference to the drawings.
In the description of the present invention, it should be noted that the directions or positional relationships indicated by the terms "center", "upper", "lower", "left", "right", "vertical", "horizontal", "inner", "outer", etc. are based on the directions or positional relationships shown in the drawings, are merely for convenience of describing the present invention and simplifying the description, and do not indicate or imply that the devices or elements referred to must have a specific orientation, be configured and operated in a specific orientation, and thus should not be construed as limiting the present invention. Furthermore, the terms "first," "second," and "third" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance.
The invention is further described below with reference to examples.
Example 1
The method for intelligently assigning the heat line work orders based on event extraction and knowledge graph in the embodiment comprises the following steps:
s100, extracting events based on historical heat line work order texts;
s200, constructing a knowledge graph based on event key information;
s300, predicting the dispatching department based on the knowledge graph questions and answers.
Specifically, the hot work order text event extraction technique in S100 includes two parts, event detection and event role identification:
the event detection process is as follows:
s111, sentence segmentation is carried out on the event text, and the jieba word segmentation is used for word segmentation processing to obtain documetteokens and sentencetoken;
s112, encoding the documetteokens by using a word embedding method, respectively extracting local features and global features of the hotline event text by using a CNN network and an RNN network, and obtaining a representation vector V of the hotline event text by combining an Attention mechanism 1 ；
S113, carrying out word embedding processing on sendencetokens, generating AMR graphs for each sentence by using an AMR algorithm, connecting a plurality of AMR graphs by combining a keyword, AMR root nodes and other modes to obtain an event text integral AMR graph, and encoding the AMR graph by using a GCN network to obtain a representation vector V of a hotline event text 2 ；
S114, processing each sentence of the hotline event text by using the BERT pre-training language model to generate word vectors of all words in the sentences, then using SIF weights to form the word vectors into a plurality of sentence vectors, and combining the sentence vectors into a representation vector V of the hotline event text by using a weighted average method according to the content hierarchical distribution of the text (such as the central content of the text is mainly concentrated in the first sentence or the last sentence, the sentence length and the like) 3 ；
S115, fusing three types of expression vectors V by adopting a gating mechanism 1 ，V 2 ，V 3 Obtaining a corresponding fusion vector V fuse And finally, carrying out event multi-label classification and event trigger word recognition on the fusion vector by using a fully connected network to obtain a corresponding multi-label event type and trigger word set.
The event role recognition process is as follows:
s121, performing jieba word segmentation on the event text to obtain a word segmentation result, and processing the event text by using a word embedding mode to obtain a corresponding coding result;
s122, using a BiLSTM+CRF model to carry out named entity recognition on the coded result, and recognizing all entity vectors in the hotline event text;
s123, for different event types, firstly, according to an embellishing table, finding an embellishing vector of a corresponding trigger word, and using a BiLSTM network to encode to obtain an event trigger word representation vector V t ；
S124, trigger word representing vector V corresponding to splicing event type t And entity vectors, calculating event roles of different event types.
In S200, based on the dispatching result of the historical hot line work order, information such as an event processing department and an event result can be obtained, information such as a trigger word, an event type, an event role and the like of a hot line event can be obtained according to the result of the event extraction algorithm, and a plurality of triples can be obtained by taking entities such as an event number, a department name, an event type name and the like as nodes:
"event-processing department-department name", "event-processing mode", "event-event type name", "event-trigger word name", "event-event role-role content";
the triples can obtain a relation diagram of a certain historical event, and the relation diagrams of the events are connected to obtain a knowledge graph of the hot-line work order event, wherein the same event can be associated with a plurality of types, a plurality of trigger words, a plurality of processing departments and the like, and the relation diagrams of the events are connected through information such as the event types, the trigger words, the processing departments and the like; the specific construction process comprises the following steps:
s201, processing the event role content, the processing result and other entities by adopting an entity alignment technology, discovering potential alignment entities, and renaming the potential alignment entities by using the same naming format;
s202, fusing the same event roles and event processing modes for the results after entity alignment, and associating different event relationship graphs through the event roles and the event processing modes.
According to the process, a knowledge graph based on the event key information can be constructed.
The dispatch department prediction process based on knowledge graph questions and answers in S300 is as follows:
s301, performing word segmentation processing on the designed problem, and performing feature extraction on a word segmentation result by adopting a BiLSTM network to obtain a corresponding problem expression vector;
s302, performing graph embedding processing on a multilayer neighborhood relation containing key entities (such as XX types and XX trigger words) in the problems in the knowledge graph by using a TransR to obtain corresponding embedded vectors;
s303, regarding the multi-layer neighborhood relation entity of the input entity as a candidate answer, predicting the probability scores of the questions and the relation entity, and selecting the entity with the highest probability score as the answer (dispatch department) of the questions;
s304, obtaining a plurality of candidate departments according to the designed general questions, setting a specific threshold value, and selecting an entity with probability score exceeding the given threshold value as an answer candidate set (an optional dispatch department and an associated department).
The invention and its embodiments have been described above by way of illustration and not limitation, but rather one of the embodiments of the invention is not limited thereto. Therefore, if one of ordinary skill in the art is informed by this disclosure, the structural mode and the embodiments similar to the technical scheme are not creatively designed without departing from the gist of the present invention.
Claims (1)
1. A hotline work order intelligent dispatching method based on a knowledge graph is characterized in that: comprising the following steps:
s100, extracting events based on historical heat line work order texts; including event detection and event role recognition, wherein the event detection process is as follows:
s111, sentence segmentation is carried out on the event text, and the jieba word segmentation is used for word segmentation processing to obtain documetteokens and sentencetoken;
s112, encoding the documetteokens by using a word embedding method, respectively extracting local features and global features of the hotline event text by using a CNN network and an RNN network, and then combining an Attention mechanism to obtain a representation vector V1 of the hotline event text;
s113, carrying out word embedding processing on sendencetokens, generating AMR graphs for each sentence by using an AMR algorithm, connecting a plurality of AMR graphs to obtain an integral AMR graph of an event text, and encoding the AMR graph by using a GCN network to obtain a representation vector V2 of the hotline event text;
s114, processing each sentence of the hotline event text by using the BERT pre-training language model, generating word vectors of all words in the sentences, then forming the word vectors into a plurality of sentence vectors by using SIF weights, and combining the sentence vectors into a representation vector V3 of the hotline event text by using a weighted average method according to the content hierarchical distribution of the text;
s115, fusing three types of expression vectors V1, V2 and V3 by adopting a gating mechanism to obtain a corresponding fusion vector Vuse, and finally carrying out event multi-label classification and event trigger word recognition on the fusion vector by using a fully-connected network to obtain a corresponding multi-label event type and trigger word set;
the event role recognition process is as follows:
s121, performing jieba word segmentation on the event text to obtain a word segmentation result, and processing the event text by using a word embedding mode to obtain a corresponding coding result;
s122, using a BiLSTM+CRF model to carry out named entity recognition on the coded result, and recognizing all entity vectors in the hotline event text;
s123, for different event types, firstly finding an embellishing vector of a corresponding trigger word according to the embellishing table, and encoding by using a BiLSTM network to obtain an event trigger word representation vector Vt;
s124, the trigger words corresponding to the spliced event types represent vectors Vt and entity vectors, and event roles of different event types are calculated;
s200, constructing a knowledge graph based on event key information; based on the dispatching result of the historical hot line work order, the related information of the hot line event can be obtained by combining an event extraction algorithm, and a plurality of event node triples can be obtained by taking a plurality of event information entities as nodes, wherein the event node triples comprise event-processing department-department names, event-processing modes, event-event types-event type names, event-trigger words-trigger word names and event-event role-role contents;
the knowledge graph construction process is as follows:
s201, processing event information entities by adopting an entity alignment technology, discovering potential alignment entities, and renaming the potential alignment entities by using the same naming format;
s202, fusing the same event roles and event processing modes for the results after entity alignment, and associating different event relationship graphs through the event roles and the event processing modes;
s300, predicting a dispatching department based on knowledge graph questions and answers;
the process is as follows:
s301, performing word segmentation processing on the designed problem, and performing feature extraction on a word segmentation result by adopting a BiLSTM network to obtain a corresponding problem expression vector;
s302, performing graph embedding processing on a multilayer neighborhood relation containing key entities in the problem in the knowledge graph by using a TransR to obtain a corresponding embedded vector;
s303, regarding the multi-layer neighborhood relation entity of the input entity as a candidate answer, predicting the probability scores of the questions and the relation entity, and selecting the entity with the highest probability score as the question answer;
s304, obtaining a plurality of candidate departments according to the designed general questions, setting a specific threshold value, and selecting an entity with probability score exceeding the given threshold value as an answer candidate set.
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| CN116795963A (en) * | 2023-05-25 | 2023-09-22 | 上海蜂威科技发展有限公司 | Hotline allocation method based on knowledge graph question and answer |
| CN117094688B (en) * | 2023-10-20 | 2023-12-19 | 国网信通亿力科技有限责任公司 | Digital control method and system for power supply station |
| CN117726104B (en) * | 2023-12-05 | 2024-10-29 | 广州市白云区政务服务数据管理局 | Hot line work order dispatching method, device, equipment and storage medium |
| CN117435697B (en) * | 2023-12-21 | 2024-03-22 | 中科雨辰科技有限公司 | Data processing system for acquiring core event |
| CN117829494A (en) * | 2023-12-27 | 2024-04-05 | 合肥工业大学 | Intelligent service heat line work order identification and distribution platform based on domain knowledge graph |
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