METHOD AND DEVICE FOR IDENTIFYING CONVERSATION STATE OF CUSTOMER SERVICE ROBOT, ELECTRONIC DEVICE, AND COMPUTER-READABLE STORAGE MEDIUM

摘要

A method and device for identifying a conversation state of a customer service robot. The method comprises: a customer service robot obtaining word vectors corresponding to words by means of performing vectorization on words in an input sentence in a performed service conversation (210); obtaining a semantic vector corresponding to the input sentence by means of traversing each word vector in the input sentence (230); labeling a conversation state of the input sentence according to the semantic vector of the input sentence to obtain a conversation state probability vector of the input sentence (250); and selecting a conversation state labelled having a maximum probability label from the conversation state probability vector as the conversation state of the input sentence (270). The method above enables the customer service robot to adaptively converse with a customer, and has better initiative.