一个零射击的LLM框架,用于多式联络投诉分类,紧急性评分和在公民反系统中滥用检测
S C Rajkumar1, D Yuvasini2, Shitharth Selvarajan3,4,5
1Department of Computer Science and Engineering, Anna University Regional Campus Madurai, Keelakuilkudi, Madurai, Tamil Nadu, 625019, India.
Scientific reports
|December 16, 2025
概括
这项研究引入了一种统一的公民不满补救模式,改进了AI的投诉处理. 它在路由,紧急估计和用于各种公民环境的滥用检测方面实现了高精度.
科学领域:
- 人工智能的人工智能
- 自然语言处理自然语言处理.
- 语音识别 语音识别 语言识别
背景情况:
- 公民不满补救系统往往独立处理不同的投诉方式.
- 整合文本,语音和用户行为分析带来了重大的技术挑战.
- 现有系统可能缺乏用于紧急估计和滥用检测的强有力的机制.
研究的目的:
- 提出一个统一的公民不满纠正模式,整合多式联络方式的投诉接收.
- 开发一种能够实现零射击语义路由,情绪衍生紧迫性估计和行为敏感滥用检测的系统.
- 在可扩展的微服务架构中证明模型的有效性.
主要方法:
- 一个基于变压器 (MobileBERT) 的零射击分类器,用于输入和口语投诉的语义路由.
- 连接主义时间分类 (CTC) 训练的循环神经网络用于多语言语音转录.
- 基于词典的情感分析,以评估紧急情况,以及用于滥用检测的行为模型.
- 使用WebSocket和AES加密的容器化微服务架构.
主要成果:
- 在紧急估计中实现了92.4%的路由精度和0.041的平均绝对误差 (MAE).
- 证明了96.2%的毒性精度和96.8%的服务水平协议 (SLA) 合规性.
- 在多式联运数据集的实验中报告了150毫秒以下的端到端延迟.
结论:
- 统一模型提供了一个可扩展和有效的解决方案,用于在语言多样化的环境中解决公民不满.
- 综合方法提高了投诉处理和管理的效率和准确性.
- 未来的工作包括多语言自动语音识别 (ASR) 和基于图像的不满方式.
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