【摘要】 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。更多还原

【Abstract】 With the rapid development of the Internet, traditional information consulting services have low customersatisfaction and low automation degree, it is difficult to meet the needs of organizations and individuals. The researchintends to improve the efficiency and effectiveness of consulting services through enhancing its intelligence level. Firstly,the paper expounds the feature and existing related studies of Intelligence consulting services and text and web semanticanalysis. Then, the paper proposes the intelligent consulting service pattern based on the semantic analysis of text and Web,which includes the pattern of knowledge base construction based on the semantic analysis of text and Web, the dynamicheuristic interactive consulting guidance model based on ontology knowledge base, the user demand discovery model basedon theoretical analysis of consulting behavior and Web mining, the reasoning pattern guided by ontology knowledge baseand intelligent consultation method, and the evaluation pattern of consulting effect based on uncertainty reasoning. Finally,the architecture of intelligent consulting service based on the semantic analysis of text and Web is put forward. The resultshows that there is significance for the construction of intelligence consulting service mode and architecture based onsemantic analysis of text and Web to promote the quality and intelligent level of consulting services.更多还原