Research Of The Automatic Triage Method For Repair Requests Based On Dynamic Knowledge Base

In order to achieve effective tracking and controlling on building products,the informational property management system is created and widely used in the real-state industry.Customers can describe quality problems of building products using repair request records and submit them to get repair services.However,with the widespread use of informational property management systems,the number of repair request records is increasing and the scale of building defects is expanding,the triage work of the customer service staff becomes complex and time-consuming.Therefore,analyzing features of these repair request records and achieving triage automatically has become an urgent problem which should be solved.In this paper,an automatic triage method for repair request records based on dynamic knowledge base is proposed.This method spans a variety of technologies,such as natural language processing,entity extraction and short text classification.The main work done by this paper is as follows:(1)The improvement of the defect entity extraction method.Since only syntactic dependency relations and statistical characteristics of patterns are leveraged in most existing extracting methods which based on propagation,a method of calculating the defect entity domain relevance is proposed and used to assist extracting entities and relations from repair request records.The advantage of this method is that it can leverage both syntactic dependency and lexical semantic information.(2)The improvement of the defect entity hierarchy construction method.The list-based organization form of repair request records has the shortcoming of high randomness,which makes it difficult for the staff to get useful and important information rapidly and thoroughly.Therefore,a graph-based defect entity hierarchy construction approach is leveraged to overcome these shortcomings.Since most defect entities are described using professional words,most existing similarity calculation methods proposed for tasks in the general field can not achieve satisfactory result in this situation.So a method of calculating the defect entity peer confidence is introduced in this paper to improve the performance of the graph-based hierarchy construction method.(3)The automatic triage method for repair request records based on dynamic knowledge base.Considering the automatic triage problem can be converted into the short text classification problem,an automatic triage method for repair request records based on dynamic knowledge base is proposed.In this method,a knowledge base is constructed to improve the classification accuracy by introducing domain knowledge.In order to adapt up-to-date contents of repair request records,a dynamic buffer is constructed and an automatic update mechanism of the knowledge base and the dispatch classifier is designed.(4)The system implementation and performance testing.Based on these above-mentioned techniques and methods,an automatic triage system for repair request records is designed and implemented.We also test the performance of the defect entity extraction method,the defect entity hierarchy construction method and the repair request records classification method.The results of the experiment show that methods proposed in this paper can achieve superior performance compared with existing methods.And the automatic triage system can successfully achieve the purpose of simplifying the triage process.