网络投诉意图识别：一种基于大模型增强的少样本学习方法

顾宁伦; 罗志毅; 王希栋; 丁建兵; 欧阳晔

doi:10.11959/j.issn.1000-0801.2025236

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网络投诉意图识别：一种基于大模型增强的少样本学习方法

研究与开发 | 更新时间：2025-11-06

- 网络投诉意图识别：一种基于大模型增强的少样本学习方法
- A large language model-enhanced few-shot learning algorithm for network complaint intent recognition
- 电信科学 2025年41卷第10期页码：161-171
- 作者机构：
  
  1.中国移动通信集团有限公司，北京 100032
  2.亚信科技（中国）有限公司，北京 100193
- 作者简介：
  
  [ "顾宁伦（1972- ），男，中国移动通信集团有限公司网络事业部副总经理、客户响应中心主任、一级技术副总师、正高级工程师，主要研究方向为网络、IT运营管理以及数智化转型。" ]
  [ "罗志毅（1982- ），男，中国移动通信集团有限公司网络事业部项目经理、高级工程师，主要研究方向为网络运营、IT系统规划、自智网络产业推进等。" ]
  [ "王希栋（1984- ），男，亚信科技（中国）有限公司通信人工智能实验室算法专家，主要研究方向为无线通信、网络智能化、大语言模型。" ]
  [ "丁建兵（1993- ），男，亚信科技（中国）有限公司通信人工智能实验室算法专家，主要研究方向为通信网络人工智能，包括大语言模型、机器学习和深度学习。" ]
  [ "欧阳晔（1981- ），男，博士，亚信科技（中国）有限公司首席技术官、高级副总裁，IEEE Fellow，主要研究方向为移动通信、数据科学与人工智能跨学科领域的创新与管理。" ]
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2025236
  中图分类号： TN911.7;TP18
- 收稿：2025-07-02，
  
  修回：2025-09-20，
  
  录用：2025-09-23，
  
  纸质出版：2025-10-20
- 稿件说明：
移动端阅览
顾宁伦,罗志毅,王希栋等.网络投诉意图识别：一种基于大模型增强的少样本学习方法[J].电信科学,2025,41(10):161-171.

GU Ninglun,LUO Zhiyi,WANG Xidong,et al.A large language model-enhanced few-shot learning algorithm for network complaint intent recognition[J].Telecommunications Science,2025,41(10):161-171.
顾宁伦,罗志毅,王希栋等.网络投诉意图识别：一种基于大模型增强的少样本学习方法[J].电信科学,2025,41(10):161-171. DOI： 10.11959/j.issn.1000-0801.2025236.

GU Ninglun,LUO Zhiyi,WANG Xidong,et al.A large language model-enhanced few-shot learning algorithm for network complaint intent recognition[J].Telecommunications Science,2025,41(10):161-171. DOI： 10.11959/j.issn.1000-0801.2025236.

摘要

针对5G时代日益复杂的网络架构与用户规模增长带来的网络投诉处理挑战，旨在解决实际投诉数据中普遍存在的少样本类别意图识别难题。传统小型自然语言处理（natural language processing，NLP）模型因对数据量和质量高度依赖，在少样本场景下泛化能力不足，识别效果欠佳。大语言模型（large language model，LLM）虽具备强大的通用语义理解能力，但受限于通信领域专业知识匮乏及巨大计算资源需求，难以直接高效应用于此特定场景。为此，提出一种基于大模型增强的少样本网络投诉意图识别算法。该算法创新性地融合了LLM的文本生成优势与小型模型的高效推理特性，通过LLM迭代生成针对少样本类别的高质量模拟训练样本，并引入小模型进行质量评估与反馈，持续优化样本生成过程。该机制显著提升了小模型对少样本投诉意图的识别准确率。基于实际网络投诉数据的测试结果表明，所提方案使3类少样本网络投诉的意图识别准确率提升了21%，并实现了全部8类投诉识别准确率9%的整体提升。

Abstract

Addressing the escalating challenge of network complaint handling in the 5G era

driven by increasingly complex network architectures and growing user bases

the aim is to solve the prevalent issue of few-shot intent recognition for complaint categories with scarce samples. Traditional small-parameter natural language processing (NLP) models exhibit insufficient generalization and suboptimal performance in such scenarios due to their heavy reliance on data quantity and quality. While large language models (LLM) possess strong general semantic understanding

their limited domain-specific knowledge in telecommunications and substantial computational demands hinder direct

efficient application to few-shot network complaint intent recognition. To precisely tackle this

an LLM-enhanced few-shot intent recognition algorithm for network complaints was proposed. This innovative algorithm integrated the powerful text generation capabilities of LLM with the efficient inference characteristics of small models. It leveraged LLM to iteratively generate high-quality simulated training samples for few-shot categories

incorporating a small model for quality evaluation and feedback to continuously optimize the sample generation process. This mechanism significantly boosted small model training and specifically enhanced the recognition accuracy of few-shot complaint intents. Test results on actual network complaint data demonstrated a 21% improvement in intent recognition accuracy for 3 types of few-shot network complaints

and a 9% overall improvement in recognition accuracy across all 8 complaint types.

关键词

Keywords

references

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