Journal of East China Normal University(Natural Science) ›› 2020, Vol. 2020 ›› Issue (5): 156-166.doi: 10.3969/j.issn.1000-5641.202091010

• Application of Data Platform • Previous Articles     Next Articles

GRS: A generative retrieval dialogue model for intelligent customer service in the field of e-commerce

GUO Xiaozhe, PENG Dunlu, ZHANG Yatong, PENG Xuegui   

  1. School of Optical-Electrical and Computer Engineering, University of Shanghai for Science and Technology, Shanghai 200093, China
  • Received:2020-08-12 Published:2020-09-24

Abstract: There are generally two ways to realize most intelligent chat systems: ① based on retrieval and ② based on generation. The content and type of responses, however, are limited by the corpus chosen. The generative approach can obtain responses that are not in the corpus, rendering it more flexible; at the same time, it is also easy to produce errors or meaningless replies. In order to solve the aforementioned problems, a new model GRS (generative retrieval score) is proposed. This model can train the retrieval model and the generation model simultaneously. A scoring module is used to rank the results of the retrieval model and the generation model, and the responses with high scores are taken as the output of the overall dialogue system. As a result, GRS can combine the advantages of both dialogue systems and output a specific, diverse, and flexible response. An experiment on a real-world JingDong intelligent customer service dialogue dataset shows that the proposed model offers better outputs than existing retrieval and generation models.

Key words: dialogue system, data center, natural language processing, intelligent e-commerce customer service

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