AI for Customer Service Automation


✕
Knowledge Graph Construction


Knowledge(environment) = action
e.g. The power light is not bright → Check power socket
Connective
¬ : negative (否定)
∧ : conjunction (合取)
∨ : disjunction (析取)
→ : implication (蕴含)
↔︎ : equivalence (等价)
Predicate
isFruit(apple) → unary
isFather(a, b) → binary
isBetween(a,b,c) → ternary
Information Retrieval
Environment Location
Knowledge Graph Embedding in the further research?

Entity Recognition
from genre.fairseq_model import GENRE
from genre.entity_linking import get_end_to_end_prefix_allowed_tokens_fn_fairseq as get_prefix_allowed_tokens_fn
from genre.utils import get_entity_spans_fairseq as get_entity_spans
# Load the model
model = GENRE.from_pretrained("../models/fairseq_e2e_entity_linking_aidayago").eval()
sentences = ["Hi, I have just bought one of your routers. I think the router is not working. No Wifi. No internet connection."]
prefix_allowed_tokens_fn = get_prefix_allowed_tokens_fn(model, sentences)
model.sample(
sentences,
prefix_allowed_tokens_fn=prefix_allowed_tokens_fn,
)
# Output
# Hi, I have just bought one of your { routers } [ Router (computing) ]. I think the { router } [ Router (computing) ] is not working. No { Wifi } [ Wi-Fi ]. No { internet } [ World Wide Web ] connection.
Checklist Templates
Situation_4

{
"observation": {
"SE1500": {
"is_power_button_on": unknown,
"is_power_button_off": unknown,
"is_power_light_on": unknown,
"is_power_light_off": unknown,
"is_light_1_blinking": unknown,
"is_light_2_blinking": unknown,
"is_cable_1_used": unknown,
"is_cable_2_used": unknown,
},
"Linksys": {
"is_power_button_on": unknown,
"is_power_button_off": unknown,
"is_power_light_on": unknown,
"is_power_light_off": unknown,
"is_cable_1_used": unknown,
"is_cable_2_used": unknown,
}
},
"action": {
"name": "power_check"
"object": "power_button"
"query": "check if the power button is up"
},
"next": [
{
"condition": {
"SE1500": {
"is_power_button_on": yes,
"is_power_button_off": no,
"is_power_light_on": unknown,
"is_power_light_off": unknown,
"is_light_1_blinking": unknown,
"is_light_2_blinking": unknown,
"is_cable_1_used": unknown,
"is_cable_2_used": unknown,
},
"Linksys": {
"is_power_button_on": unknown,
"is_power_button_off": unknown,
"is_power_light_on": unknown,
"is_power_light_off": unknown,
"is_cable_1_used": unknown,
"is_cable_2_used": unknown,
}
},
"next_situation": "situation_3"
}
]
}State Transition

Lanugage Understanding
Ask Questions
Understand Answers
Ask Questions
# Model Number Check
Given the context: Hi, I have just bought one of your routers and connected to a switch. I think the router is not working. No Wifi. No internet connection.
Generate a question for the customer to ask what the model number of your router is.
Question: ** What is the model number of your router? **
# Power Button Check
Given the context: Hi, I have just bought one of your routers and connected to a switch. I think the router is not working. No Wifi. No internet connection.
Generate a question for the customer to ask if the power button is up.
Question: ** Is the power button on the router up? **
# Power Light Check
Given the context: Hi, I have just bought one of your routers and connected to a switch. I think the router is not working. No Wifi. No internet connection.
Generate a question for the customer to ask what the status of the power light is (always bright / slow blinking / fast blinking).
Question: ** Is the power light on your router always bright, slow blinking, or fast blinking? **Understand Answers
# Model Number Check
Q: What is the model number of your router?
A: My router number is CBS110-8T-D.
The router number is ** CBS110-8T-D **.
# Power Button Check
Q: Is the power button on the CBS110-8T-D router up?
A: Yes.
the power button on the CBS110-8T-D router is ** up **.
# Power Light Check
Q: Is the power light on your router always bright, slow blinking, or fast blinking?
A: It is fast blinking.
The power light on the CBS110-8T-D router is ** fast blinking **.Pipeline

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By elfsong
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