Question Classification

Question classification is the act of categorizing Q (user questions) in logs.

Create/Edit Categories

You can create multiple categories based on actual business scenarios.

• Category: A general description of the attributes of the question. For example: After-sales service
• Subcategory: Specific issues. For example: Return and refund, refund only, return shipping fee, etc. Multiple subcategories can be created under one category.
• Category Status: When the category switch is turned on, the category will participate in the matching.

Recognition Mechanism

After creating a new category, you can choose to manually match the Q (user query) in the conversation records to a category, or you can use the recognition mechanism, which incurs additional point costs.

• Disable Recognition: Prevents the matching of question classifications and performing emotion recognition for user questions. However, manual matching of question classifications is still possible.
• Standard Recognition: Supports the matching of a single question classification and performing emotion recognition, with the fastest speed and consuming the fewest points.
• Advanced Recognition: Supports the matching of multiple question classifications and performing emotion recognition, delivering optimal recognition results.