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随着互联网的发展,传统的信息咨询服务客户满意度低、自动化程度不高,难以满足组织和个人的需求。本研究拟在提升咨询服务的效率和效用,提高咨询服务的智能化水平。阐述了智能咨询服务、文本与Web语义分析的特征及相关研究。提出了基于文本与Web语义分析的智能咨询服务模式,包括基于文本和Web语义分析的知识库构建模式,基于本体知识库的动态启发交互式咨询引导模式,基于咨询行为的理论分析与Web挖掘的用户需求发现模式,基于本体知识库和智能咨询方法引导下的推理模式及基于不确定性推理的咨询效果评价模式。最后给出了基于文本与Web语义分析的智能咨询服务体系架构。构建基于文本与Web语义分析的智能咨询服务模式及体系架构,对提升咨询服务质量和智能化水平具有较高的价值意义。
With the development of the Internet, traditional information consulting services have low customer satisfaction and low degree of automation, which makes it difficult to meet the needs of organizations and individuals. This study intends to improve the efficiency and effectiveness of counseling services and improve the intelligence level of counseling services. The characteristics of intelligent consultation service, text and Web semantic analysis and related researches are described. This paper proposes an intelligent consulting service model based on text and Web semantic analysis, including knowledge base construction mode based on text and Web semantic analysis, dynamic enlightenment interactive advisory guidance mode based on ontology knowledge base, theoretical analysis based on consulting behavior and Web mining User requirement discovery mode, reasoning mode based on ontology knowledge base and intelligent consultation method, and evaluation mode of consulting effect based on uncertainty reasoning. Finally, an intelligent advisory service architecture based on text and Web semantic analysis is given. The construction of intelligent consultation service mode and system architecture based on text and Web semantic analysis is of great value to the improvement of the quality and intelligence level of consulting services.