基于Lucene的全文搜索在NGCC中的应用与实现

发布时间：2018-05-13 04:38

本文选题：Lucene + 全文搜索　；参考：《北京邮电大学》2012年硕士论文

【摘要】：随着呼叫中心在日常生活中的广泛应用,用户在享受其提供的便捷服务的同时对其功能和服务质量提出了更高要求。作为现代信息社会的强力助手,全文搜索活跃在人们学习、工作和生活的各个方面,为人们解疑答惑。正是在这种背景下,越来越多的用户迫切需要在呼叫中心中实现全文搜索功能帮助他们更有效率更方便地工作。而作为一个简单易用的全文搜索引擎工具包,Lucene成为我们实现这一目标的首选技术。首先,论文简要介绍了NGCC(下一代呼叫中心)的相关概念、发展趋势以及全文搜索的概念和满足NGCC系统需求的实现方法。随后介绍了构建整个NGCC管理系统运用到的相关技术和框架,包括Spring, Struts, iBATIS。其中着重介绍了Lucene和Compass技术,这也是整个系统的核心技术,是实现全文搜索的关键之所在。其次,论文重点分析了全文搜索的需求。根据需求分析,把整个NGCC作为一个整体的管理系统划分为用户管理、呼叫中心管理和知识库管理3个子系统,并对每个子系统的功能进行了详细的分析。接着,对重新划分的与全文搜索功能相关的用户管理、企业管理和知识库管理3个子系统进行具体的功能设计和代码实现,且对搜索模块中的索引和查询的工作原理进行了解释说明。最后,论文总结了此次开发全文搜索功能的工作和经验,并对全文搜索在NGCC管理系统中的应用做出了展望。
[Abstract]:With the wide application of call center in daily life, users not only enjoy the convenient services they provide, but also put forward higher requirements for their functions and service quality. As a powerful assistant in modern information society, full-text search is active in all aspects of people's study, work and life. It is against this background that more and more users urgently need to implement full-text search in call centers to help them work more efficiently and conveniently. As a simple and easy-to-use full-text search engine toolkit Lucene has become our preferred technology to achieve this goal. First of all, the paper briefly introduces the related concepts of NGC (next Generation call Center), the development trend, the concept of full-text search and the implementation method to meet the requirements of NGCC system. Then it introduces the related technologies and frameworks used in building the whole NGCC management system, including Spring, Struts, iBATIS.. The Lucene and Compass technology are introduced emphatically, which is the core technology of the whole system and the key to realize the full-text search. Secondly, the paper focuses on the analysis of the full-text search requirements. According to the requirement analysis, the whole NGCC as a whole management system is divided into three subsystems: user management, call center management and knowledge base management, and the function of each subsystem is analyzed in detail. Then, the function design and code implementation of the three sub-systems related to user management, enterprise management and knowledge base management, which are related to the full-text search function, are carried out. The working principle of index and query in search module is explained. Finally, the paper summarizes the work and experience of developing full-text search function, and prospects the application of full-text search in NGCC management system.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：TP391.3

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