CN110287301A - Failure consultation method, apparatus and system - Google Patents
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Abstract
The present invention relates to information query technique field, a kind of failure consultation method, apparatus and system are provided, which comprises receive the Fisrt fault request of failure problems, and obtain the first crucial phrase in Fisrt fault request；First crucial phrase is compared with each standard key phrase；When the first crucial phrase and all standard key phrases are inconsistent, it receives the second failed request of failure problems and obtains the second crucial phrase in the second failed request, again according to the first crucial phrase and the second crucial phrase, obtain failure crucial phrase, wherein, failure crucial phrase is consistent with one of standard key phrase；According to failure crucial phrase, the corresponding fault solution of failure problems is determined from mechanical breakdown question and answer library.Compared with prior art, the present invention can improve the description to failure problems, accurately to obtain the corresponding fault solution of failure problems.
Description
Technical field
This application involves information query technique fields, in particular to failure consultation method, apparatus and system.
Background technique
In the prior art, user often carries out information inquiry by electronic equipment, but since user proposes problem
Description is not comprehensive, so that the corresponding query information of problem cannot be inquired, or the query information inaccuracy inquired, to use
Family brings very big puzzlement.
Summary of the invention
In order at least overcome above-mentioned deficiency in the prior art, the first purpose of the application is to provide a kind of failure consulting
Method, apparatus and system.
In a first aspect, the embodiment of the present invention provides a kind of failure consultation method, it is applied to server, the server is preparatory
It is stored with mechanical breakdown question and answer library, mechanical breakdown question and answer library includes multiple fault solutions, each fault solution
Correspond at least one standard key phrase, which comprises receive the Fisrt fault request of failure problems, and obtain first
The first crucial phrase in failed request；First crucial phrase is compared with each standard key phrase；Work as institute
When stating the first crucial phrase and inconsistent all standard key phrases, receives the second failed request of failure problems and obtain
The second crucial phrase in second failed request, then according to first crucial phrase and second crucial phrase, obtain event
Hinder crucial phrase, wherein the failure crucial phrase is consistent with one of standard key phrase；According to the failure keyword
Group determines the corresponding fault solution of the failure problems from mechanical breakdown question and answer library.
Second aspect, the embodiment of the present invention provides a kind of failure counseling apparatus, described to be applied to server, the server
It is previously stored with mechanical breakdown question and answer library, mechanical breakdown question and answer library includes multiple fault solutions, and each failure solves
Scheme corresponds at least one standard key phrase, and described device includes: acquisition module, for receiving the first event of failure problems
Barrier request, and obtain the first crucial phrase in Fisrt fault request；Processing module is used for the first crucial phrase and each institute
Standard key phrase is stated to be compared；When first crucial phrase and all standard key phrases are inconsistent, connect
It receives the second failed request of failure problems and obtains the second crucial phrase in the second failed request, then is crucial according to described first
Phrase and second crucial phrase, obtain failure crucial phrase, wherein the failure crucial phrase and one of standard are closed
Keyword group is consistent；According to the failure crucial phrase, determine that the failure problems are corresponding from mechanical breakdown question and answer library
Fault solution.
The third aspect, the embodiment of the present invention provide a kind of failure consulting system, the failure consulting system include server,
And the electronic equipment connecting with the server communication, the server are previously stored with mechanical breakdown question and answer library, the machine
Tool failure question and answer library includes multiple fault solutions, and each fault solution corresponds at least one standard key phrase；
The electronic equipment, the Fisrt fault for sending failure problems are requested to the server；The server, for receiving event
The Fisrt fault of barrier problem is requested, and obtains the first crucial phrase in Fisrt fault request；By the first crucial phrase and each
The standard key phrase is compared；When first crucial phrase and all standard key phrases are inconsistent,
It receives the second failed request of failure problems and obtains the second crucial phrase in the second failed request, then closed according to described first
Keyword group and second crucial phrase, obtain failure crucial phrase, wherein the failure crucial phrase and one of standard
Crucial phrase is consistent；According to the failure crucial phrase, the failure problems pair are determined from mechanical breakdown question and answer library
The fault solution answered.
In terms of existing technologies, the application has the advantages that
The embodiment of the present invention provides a kind of failure consultation method, apparatus and system, passes through the Fisrt fault in failure problems
When the first crucial phrase in request and inconsistent all standard key phrases, the second failed request of failure problems is received
And obtain the second crucial phrase in the second failed request, and according to the first crucial phrase and the second crucial phrase, obtain and its
In the consistent failure crucial phrase of a standard keyword realize to improve failed request and propose the comprehensive of failure problems description
Property, and according to crucial phrase, the corresponding failure solution party of failure problems is determined from pre-stored mechanical breakdown question and answer exam pool
Case realizes accurate fault inquiry.
Detailed description of the invention
Technical solution in ord to more clearly illustrate embodiments of the present application, below will be to needed in the embodiment attached
Figure is briefly described, it should be understood that the following drawings illustrates only some embodiments of the application, therefore is not construed as pair
The restriction of range for those of ordinary skill in the art without creative efforts, can also be according to this
A little attached drawings obtain other relevant attached drawings.
Fig. 1 is the block diagram of failure consulting system provided in an embodiment of the present invention.
Fig. 2 is the partial structure diagram of server provided in an embodiment of the present invention.
Fig. 3 is the first pass figure of failure consultation method provided in an embodiment of the present invention.
Fig. 4 is the second flow chart of failure consultation method provided in an embodiment of the present invention.
Fig. 5 is that Fig. 4 shows the sub-step flow chart of step S1.
Fig. 6 is the block diagram of failure counseling apparatus provided in an embodiment of the present invention.
Icon: 10- failure consulting system；100- server；101- processor；102- memory；103- bus；104- is logical
Believe interface；200- electronic equipment；300- failure counseling apparatus；301- obtains module；302- processing module.
Specific embodiment
To keep the purposes, technical schemes and advantages of the embodiment of the present application clearer, below in conjunction with the embodiment of the present application
In attached drawing, the technical scheme in the embodiment of the application is clearly and completely described, it is clear that described embodiment is
Some embodiments of the present application, instead of all the embodiments.The application being usually described and illustrated herein in the accompanying drawings is implemented
The component of example can be arranged and be designed with a variety of different configurations.
Therefore, the detailed description of the embodiments herein provided in the accompanying drawings is not intended to limit below claimed
Scope of the present application, but be merely representative of the selected embodiment of the application.Based on the embodiment in the application, this field is common
Technical staff's every other embodiment obtained without making creative work belongs to the model of the application protection
It encloses.
It should also be noted that similar label and letter indicate similar terms in following attached drawing, therefore, once a certain Xiang Yi
It is defined in a attached drawing, does not then need that it is further defined and explained in subsequent attached drawing.
In the description of the present application, it is also necessary to which explanation is unless specifically defined or limited otherwise, term " setting ",
" installation ", " connected ", " connection " shall be understood in a broad sense, for example, it may be fixedly connected, may be a detachable connection or one
Connect to body；It can be mechanical connection, be also possible to be electrically connected；It can be directly connected, it can also be indirect by intermediary
It is connected, can be the connection inside two elements.For the ordinary skill in the art, on being understood with concrete condition
State the concrete meaning of term in this application.
In the existing production system, it there are various mechanical breakdowns, quickly solved for the ease of user
Mechanical breakdown establishes mechanical breakdown question and answer library, and mechanical breakdown question and answer library includes multiple fault solutions, so that production system
In staff can quickly and accurately find fault solution by mechanical breakdown question and answer library, solve mechanical breakdown and ask
Topic.
The embodiment of the present invention is applied to the server 100 of failure consulting system 10, referring to Fig. 1, failure consulting system 10
It further include at least one electronic equipment 200, each electronic equipment 200 is communicated to connect with server 100, electronic equipment 200
Quantity can be one, be also possible to multiple.
Electronic equipment 200 and server 100 communicate to connect, and ask for obtaining the Fisrt fault of failure problems of user's input
It asks and/or the second failed request, and the Fisrt fault request that will acquire and/or the second failed request are sent to server 100.Electricity
Sub- equipment 200 may be, but not limited to, pocket computer on knee, vehicle-mounted computer, personal digital assistant (personal
Digital assistant, PDA), mobile phone, the smart machines such as plate.
Server 100 and electronic equipment 200 communicate to connect, and server 100 is previously stored with mechanical breakdown question and answer library and more
A standard key phrase, mechanical breakdown question and answer library includes multiple fault solutions, and each fault solution is right
At least one standard key phrase is answered, the corresponding standard key phrase of different fault solutions may identical, one mark
Quasi- crucial phrase may corresponding multiple fault solutions.Fault solution can be the technical side for solving failure problems
Case, for example, " the screen blackening of 16# display screen how to handle ", standard key phrase can be the institute for including in failure problems
Some keywords, for example, " 16# ", " display screen ", " screen ", " blackening ".
Referring to Fig. 2, Fig. 2 shows the partial structure diagrams of server provided in an embodiment of the present invention.Server 100
Including processor 101, memory 102, bus 103 and communication interface 104.Processor 101, memory 102 and communication interface 104
It is connected by bus 103, processor 101 is for executing the executable module stored in memory 102, such as computer program.
Processor 101 may be a kind of IC chip, the processing capacity with signal.During realization, failure
Each step of consultation method can be complete by the integrated logic circuit of the hardware in processor 101 or the instruction of software form
At.Processor 101 can be general processor 101, including central processing unit (Central Processing Unit, abbreviation
CPU), network processing unit (Network Processor, abbreviation NP) etc.；It can also be digital signal processor (Digital
Signal Processor, abbreviation DSP), specific integrated circuit (Application Specific Integrated
Circuit, abbreviation ASIC), ready-made programmable gate array (Field-Programmable Gate Array, abbreviation FPGA) or
Person other programmable logic device, discrete gate or transistor logic, discrete hardware components.
Memory 102 may include high-speed random access memory (RAM:Random Access Memory), it is also possible to
It further include non-labile memory (non-volatile memory), for example, at least a magnetic disk storage.Memory 102
It may be, but not limited to, random access memory (Random Access Memory, RAM), read-only memory (Read Only
Memory, ROM), programmable read only memory (Programmable Read-Only Memory, PROM) is erasable read-only to deposit
Reservoir (Erasable Programmable Read-Only Memory, EPROM), electricallyerasable ROM (EEROM)
(Electric Erasable Programmable Read-Only Memory, EEPROM) etc..
Bus 103 can be ISA (Industry Standard Architecture) bus, PCI (Peripheral
Component Interconnect) bus or EISA (Extended Industry Standard Architecture) be total
Line etc..It is only indicated with a four-headed arrow in Fig. 2, it is not intended that an only bus 103 or a type of bus 103.
Server 100 is realized other with outside by least one communication interface 104 (can be wired or wireless)
Communication connection between equipment and electronic equipment 200.Memory 102 is for storing program, such as failure counseling apparatus 300.Therefore
Barrier counseling apparatus 300 includes that at least one can be stored in the memory 102 in the form of software or firmware (firmware)
Or it is solidificated in the software function module in the operating system (operating system, OS) of server 100.The processor
101 after receiving and executing instruction, and executes described program to realize failure consultation method.
It should be understood that structure shown in Fig. 2 is only the structure application schematic diagram of server 100, server 100 may be used also
Including component more perhaps more less than shown in Fig. 2 or with the configuration different from shown in Fig. 2.Each group shown in Fig. 2
Part can be realized using hardware, software, or its combination.
Based on above-mentioned server 100, a kind of possible implementation of failure consultation method is given below, this method is held
Row main body can be above-mentioned server 100, referring to Fig. 3, Fig. 3 shows failure consultation method provided in an embodiment of the present invention
First pass figure.Failure consultation method the following steps are included:
S1, receives the Fisrt fault request of failure problems, and obtains the first crucial phrase in Fisrt fault request.
In embodiments of the present invention, Fisrt fault request can be the partly or completely failure that user uploads for the first time
Problem, failure problems include Fisrt fault request, failure problems be one objectively, comprehensively and the description of specific problem.Example
Such as, Fisrt fault request can be " the screen blackening of display screen what if ", and failure problems can be the " screen of 16# display screen
What if is curtain blackening ".First keyword can be the keyword in Fisrt fault request, for example, " display screen ", " screen "
Deng.First crucial phrase is the set of all the first keyword in Fisrt fault request, for example, " display screen ", " screen ",
" blackening ".
The Fisrt fault request of failure problems, and the step of obtaining the first crucial phrase in Fisrt fault request are received,
It is to be understood that sound fault request is converted to text failure when user inputs sound fault request by electronic equipment 200
Request obtains Fisrt fault request, when input be text failed request when, text input request is asked as Fisrt fault
It asks, and Fisrt fault request is sent to server 100, server 100 receives the text failed request of failure problems, will receive
The text failed request arrived carries out word segmentation processing, obtains multiple semantic participles, then, by multiple semantic participles according to preset rules
It is screened, to determine multiple first keywords from multiple semantic participles, forms the first crucial phrase.
In other embodiments of the present invention, user can input sound/character failed request by electronic equipment 200,
And extract the sound/character failed request in a manner mentioned above, the first crucial phrase is obtained, electronic equipment 200 is straight
It connects the first crucial phrase that will be obtained and is sent to the subsequent processing of 100 end of server progress.
As an implementation, the sound fault request that user inputs at 200 end of electronic equipment be voice " display screen
Screen blackening is what if ", sound fault request is converted to text by electronic equipment 200, obtains " the display of text failed request
The screen blackening of screen is what if ", and word segmentation processing is carried out to the text failed request, obtain multiple semantic participle " displays
Screen ", " ", " screen ", " blackening ", " ", " what if ", then, according to default rule, screened from multiple semantic participles
First crucial phrase " display screen ", " screen ", " blackening " out.
First crucial phrase is compared S2 with each standard key phrase.
In embodiments of the present invention, the first crucial phrase is compared with each standard key phrase, it is possible to understand that
For, by all first keywords in the first crucial phrase, with all standard keywords in a standard key phrase into
Row compare, each standard key phrase is handled in a manner mentioned above, can be realized by the first crucial phrase with
Each standard key phrase is compared.
As an implementation, when the first crucial phrase can be " display screen ", " screen ", " blackening ", standard key
Phrase can have multiple, can specifically include first standard key phrase, second standard key phrase.First standard is closed
Keyword group can be " 16# ", " display screen ", " screen ", " blackening ", and second standard key phrase can be " 4# ", " excavate
Machine ", " Beijing ", " time ", " calibration ".Respectively by the first crucial phrase keyword " display screen ", " screen ", " blackening " with
First standard key phrase " 16# ", " display screen ", " screen ", " blackening " are compared；By the key in the first crucial phrase
Word " display screen ", " screen ", " blackening " and second standard key phrase " 16# ", " display screen ", " screen ", " blackening " carry out
Compare.
S3 receives the second event of failure problems when the first crucial phrase and all standard key phrases are inconsistent
The second crucial phrase in the second failed request is requested and obtained to barrier, then according to the first crucial phrase and the second crucial phrase, obtains
To failure crucial phrase, wherein failure crucial phrase is consistent with one of standard key phrase.
In embodiments of the present invention, the second failed request can be some or all of of user N (N >=2) secondary upload
Failure problems, failure problems include the second failed request.For example, the second failed request can be " 16# ", it is also possible to " 16#
What if is the screen blackening of display screen ".Failure crucial phrase can be the word for covering all keywords in failure problems
Group.Second keyword can be the keyword in the second failed request, and the second crucial phrase is all in the second failed request
The set of second keyword.For example, the second crucial phrase can be " 16# ", be also possible to " 16# ", " display screen ", " screen ",
" blackening ".
When the first crucial phrase and all standard key phrases are inconsistent, the second failure for receiving failure problems is asked
Seek and obtain the second crucial phrase of the second failed request, then according to the first crucial phrase and the second crucial phrase, obtain and its
In the consistent failure crucial phrase of a standard key phrase, it can be understood as, when the first crucial phrase and all standard are closed
When keyword group is inconsistent, characterize the first crucial phrase in the first keyword it is not comprehensive, cannot completely, accurately characterize user
Think the failure problems of consulting, it is therefore desirable to receive the second failed request of failure problems and obtain the second of the second failed request and close
Keyword group, and the first crucial phrase is merged with the second crucial phrase, it obtains consistent with one of standard key phrase
Failure crucial phrase cannot be with one of standard keyword after the first crucial phrase is merged with the second crucial phrase
When the consistent failure crucial phrase of group, receive the second failed request of failure problems again and obtain in the second failed request the
Two crucial phrases, all crucial phrases that front is obtained three times merge, then whether judge fused crucial phrase
It is consistent with one of standard key phrase, if inconsistent, obtain, constantly recycle again, until fused crucial phrase
It is consistent with one of standard key phrase.
First is closed it should be noted that can be the process that the first crucial phrase and the second crucial phrase merge
The first all keywords is added with the second all keywords in the second crucial phrase in keyword group, then will add up
Identical keyword removes one in crucial phrase afterwards, and retains one, so that all in crucial phrase after being added
Keyword be mutually different.
It should be noted that receiving the second failed request of failure problems and obtaining the second keyword of the second failed request
The Fisrt fault of group and the reception failure problems in step S1 requests and obtains the first crucial phrase in Fisrt fault request
Method is consistent, and details are not described herein.
S4 determines the corresponding failure solution party of failure problems according to failure crucial phrase from mechanical breakdown question and answer library
Case.
In embodiments of the present invention, according to failure crucial phrase, failure problems pair are determined from mechanical breakdown question and answer library
The step of fault solution answered, it can be understood as, since failure crucial phrase is consistent with one of standard key phrase,
The standard key phrase is corresponding with fault solution, by the corresponding failure solution of the consistent standard key phrase of failure crucial phrase
Certainly scheme is as the fault solution for solving failure problems.
It should be noted that the corresponding fault solution of standard key phrase may be one, it is also possible to be it is multiple,
The embodiment of the present invention is not limited thereto.
As an implementation, 1# fault solution is stored in mechanical breakdown question and answer library " in display screen back side band
Have 13 of bar code or 11 characters ", 2# fault solution is " firstly, into information query interface；Secondly, selection
Language clock；Then, select nominal time type for Beijing, finally, clicking ACK button " etc..Wherein, 1# failure solution party
The corresponding 1# standard key phrase of case is " display ", " SIM card number ", " position ", the corresponding 2# standard of 2# fault solution
Crucial phrase is " Beijing ", " time ", " calibration ", will be with when failure crucial phrase is " display ", " SIM card number ", " position "
The corresponding 1# fault solution of its consistent 1# standard key phrase " has 13 or 11 of bar code at the display screen back side
Corresponding fault solution of the character of position " as failure problems.The fault solution can be sent to electronic equipment 200
It is shown, particularly shown mode may be, but not limited to, text, voice, picture or video.
On the basis of Fig. 3, Fig. 4 is the second flow chart of failure consultation method provided in an embodiment of the present invention.Failure is consulted
Inquiry method can with the following steps are included:
S201, receives the Fisrt fault request of failure problems, and obtains the first crucial phrase in Fisrt fault request.
In embodiments of the present invention, Fisrt fault request can be the partly or completely failure that user uploads for the first time
Problem, failure problems include Fisrt fault request, failure problems be one objectively, comprehensively and the description of specific problem.Example
Such as, Fisrt fault request can be " the screen blackening of display screen what if ", and failure problems can be the " screen of 16# display screen
What if is curtain blackening ".First keyword can be the keyword in Fisrt fault request, for example, " display screen ", " screen "
Deng.First crucial phrase is the set of all the first keyword in Fisrt fault request, for example, " display screen ", " screen ",
" blackening ".
The Fisrt fault request of failure problems, and the step of obtaining the first crucial phrase in Fisrt fault request are received,
It is to be understood that sound fault request is converted to text failure when user inputs sound fault request by electronic equipment 200
Request obtains Fisrt fault request, when input be text failed request when, text input request is asked as Fisrt fault
It asks, and Fisrt fault request is sent to server 100, server 100 receives the text failed request of failure problems, will receive
The text failed request arrived carries out word segmentation processing, obtains multiple semantic participles, then, by multiple semantic participles according to preset rules
It is screened, to determine multiple first keywords from multiple semantic participles, forms the first crucial phrase.
Referring to Fig. 5, Fisrt fault request can be sound fault request, step S1 can also include following sub-step:
Sound fault is requested to carry out speech-to-text processing, obtains text failed request by S11.
In embodiments of the present invention, user inputs sound fault request by electronic equipment 200, and electronic equipment 200 is by language
Sound failed request is forwarded to server 100, and server 100 receives sound fault request, and the sound fault is requested to carry out language
Sound turns word processing, i.e. voice in the request of identification sound fault, and it is shown in the form of text, obtains text event
Barrier request.
As an implementation, the sound fault request that user inputs at 200 end of electronic equipment be voice " display screen
How screen blackening is handled ", sound fault request is forwarded to server 100 by electronic equipment 200, and server 100 receives
Sound fault request, and sound fault request is converted into text, obtain " the screen blackening of display screen of text failed request
How to handle ".
S12 carries out word segmentation processing to text failed request, obtains multiple semantic participles.
In embodiments of the present invention, semantic participle, which can be, carries out point obtained after word segmentation processing to text failed request
Word, carrying out word segmentation processing to text failed request can pass through, but be not limited to segmenting method based on string matching, based on reason
The segmenting method of solution and segmenting method based on statistics.
As an implementation, when text failed request is " the screen blackening of display screen how to handle ", to text
Word failed request carries out word segmentation processing, obtain to multiple semantic participles be respectively " display screen ", " ", " screen ", " blackening ",
" ", " how ", " processing ".
S13 filters out the first crucial phrase from multiple semantic participles according to preset rules.
In embodiments of the present invention, keywords database has been stored in advance in server 100, and keywords database includes multiple default keys
Word compares multiple semantic participles with each predetermined keyword in keywords database, and by each and default key
The consistent semantic key words of word are used as the first keyword, obtain the first crucial phrase.
As an implementation, when include in keywords database predetermined keyword " display screen ", " 16# ", " brightness ",
" blackening ", " calibration ", " screen ", " time ", " Beijing " etc., multiple semantic participles be respectively " display screen ", " ", " screen ",
" blackening ", " ", " how ", " processing " when, determine consistent with the predetermined keyword in keywords database in multiple semantic participles
The first keyword be " display screen ", " screen ", " blackening ".
First crucial phrase is compared S202 with each standard key phrase.
In embodiments of the present invention, the first crucial phrase is compared with each standard key phrase, it is possible to understand that
For, by all first keywords in the first crucial phrase, with all standard keywords in a standard key phrase into
Row compare, each standard key phrase is handled in a manner mentioned above, can be realized by the first crucial phrase with
Each standard key phrase is compared.
As an implementation, when the first crucial phrase can be " display screen ", " screen ", " blackening ", standard key
Phrase can have multiple, can specifically include first standard key phrase, second standard key phrase.First standard is closed
Keyword group can be " 16# ", " display screen ", " screen ", " blackening ", and second standard key phrase can be " 4# ", " excavate
Machine ", " Beijing ", " time ", " calibration ".Respectively by the first crucial phrase keyword " display screen ", " screen ", " blackening " with
First standard key phrase " 16# ", " display screen ", " screen ", " blackening " are compared；By the key in the first crucial phrase
Word " display screen ", " screen ", " blackening " and second standard key phrase " 16# ", " display screen ", " screen ", " blackening " carry out
Compare.S203 judges whether the first crucial phrase and one of standard key phrase are consistent.
In embodiments of the present invention, judge the first crucial phrase and the whether consistent step of one of standard key phrase
Suddenly, it can be understood as, it is consistent with the first crucial phrase to judge whether there is a standard key phrase, when it is present, executes step
Rapid S206 executes step S204 and step S205 when it be not present.
S204 calculates the crucial Word similarity of the first crucial phrase and each standard key phrase, and according to keyword phase
Prompt information is returned like highest standard key phrase is spent, is retransmited with prompting user to carry out failed request.
In embodiments of the present invention, when the judging result of step S203 is no, that is, all standard key phrases
When inconsistent with the first crucial phrase, the first keyword characterized in the first crucial phrase is not comprehensive, cannot completely, accurately
Characterization user thinks the failure problems of consulting, then, need to return corresponding prompt information, to prompt user to carry out secondary failure letter
Breath input, or more fault message input, it is perfect to carry out.
In embodiments of the present invention, crucial Word similarity can be the first keyword in the first crucial phrase and standard pass
The similarity between standard keyword in keyword group.For example, 80%.Calculate the first crucial phrase and each standard key phrase
Crucial Word similarity the step of, it can be understood as, firstly, determining the first crucial phrase of target, mesh in the first crucial phrase
The first keyword of target for marking the first crucial phrase is consistent with the standard keyword in standard key phrase；Then, target is counted
The quantity of standard keyword in the quantity of first keyword and the standard key phrase, finally, calculating the first keyword of target
Quantity and the standard key phrase Plays keyword quantity ratio, obtain the first crucial phrase and the standard keyword
The crucial Word similarity of group, in a manner mentioned above, the pass between available first crucial phrase and each standard keyword
Keyword similarity.
Below by taking the crucial Word similarity between the first crucial phrase and a standard key phrase as an example, carry out specifically
It is bright.
When the first crucial phrase includes " display screen ", " screen ", " blackening ", standard key phrase includes " 16# ", " display
When screen ", " screen ", " blackening ", firstly, the first crucial phrase is compared with standard key phrase, target first is determined
Crucial phrase includes that " display screen ", " screen ", " blackening " then count the first keyword of target in the first crucial phrase of target
Quantity be 3, the quantity of standard key phrase Plays keyword is 4, and the quantity 3 and standard for calculating the first keyword of target are closed
The ratio of the quantity 4 of keyword obtains crucial Word similarity 75%.
It in embodiments of the present invention, include at least one standard keyword in standard key phrase, it is similar according to keyword
Spend the step of highest standard key phrase returns to prompt information, it can be understood as, the highest standard of crucial Word similarity is closed
Keyword group is compared with the first crucial phrase；It determines to lack from least one standard keyword in standard key phrase
Keyword, wherein missing keyword is identical as the part of standards keyword in standard key phrase, in the first crucial phrase
The first all keywords are all different；Type according to missing keyword returns to prompt information.
As an implementation, when the highest standard key phrase of crucial Word similarity include " 16# ", " display screen ",
" screen ", " blackening ", it is when the first crucial phrase includes " display screen ", " screen ", " blackening ", the key Word similarity is highest
Standard key phrase is compared with the first crucial phrase, determines that the first crucial phrase is not present from standard key phrase,
But there is missing keyword " 16# " in the standard key phrase, the type of the missing keyword is the number of display screen, because
This, can return prompt information " number for woulding you please input panel " or " what the number of display screen is? " Deng.
It should be noted that missing keyword quantity can be one, be also possible to it is multiple, when missing keyword number
Amount be it is multiple when, can once according to it is all missing keywords types return prompt informations, can also be divided into repeatedly respectively into
Row prompt.
In other embodiments of the invention, mechanical breakdown question and answer library further includes multiple failure criterion problems, each failure
Typical problem corresponds at least one fault solution, and the corresponding standard key phrase of fault solution is asked with failure criterion
It inscribes corresponding.Failure criterion problem can be the description of pre-stored customized complete, comprehensive failure problems.For example,
Failure criterion problem can be " SIM card number of display screen where ".According to the highest standard key of crucial Word similarity
Phrase returns to the step of prompt information, it is also understood that be, it is corresponding according to the highest standard key phrase of crucial Word similarity
Failure criterion problem returns to prompt information, for example, be back to electronic equipment 200 according to failure criterion problem and plus question mark so that
User confirms, i.e., " you think inquiry be display screen SIM card number where? ".
It should be noted that returning to 200 end of electronic equipment so that user directly confirms in establishing criteria failure problems
When, if user selects "Yes", then it is considered that the second failed request of user's input is the corresponding standard of failure criterion problem
Keyword.
S205 receives the second failed request of failure problems, and obtains the second crucial phrase in the second failed request, then
According to the first crucial phrase and the second crucial phrase, failure crucial phrase is obtained.
In embodiments of the present invention, failure crucial phrase is consistent with one of standard key phrase.Second failed request
It can be the partly or completely failure problems of user N (N >=2) secondary upload, failure problems include the second failed request.Example
Such as, the second failed request can be " 16# ", be also possible to " the screen blackening of 16# display screen what if ".Failure crucial phrase
It can be the phrase for covering all keywords in failure problems.Second keyword can be the key in the second failed request
Word, the second crucial phrase are the set of the second keyword all in the second failed request.For example, the second crucial phrase can be
" 16# " is also possible to " 16# ", " display screen ", " screen ", " blackening ".
The second failed request of failure problems is received, and obtains the second crucial phrase in the second failed request, then foundation
First crucial phrase and the second crucial phrase, the step of obtaining failure crucial phrase, it can be understood as, it is set in user by electronics
Standby 200 when checking and accepting prompt information, according to prompt information carry out for the first time, second, the either more numbers of third time the
The transmission of two failed requests, the reception first time of server 100, for the second time, for the third time or more the second failed request of numbers,
And obtain the second crucial phrase in the second failed request.When 100 first time of server receiving the second failed request, obtain
The second crucial phrase in second failed request obtains the second crucial phrase of 1#, and the first crucial phrase and 1# second is crucial
Phrase is merged, and fused crucial phrase is compared with each standard key phrase, if it exists with it is fused
The consistent standard key phrase of crucial phrase, then using the fused crucial phrase as failure crucial phrase, if it does not exist with
The fused consistent standard key phrase of crucial phrase, then return step S204, to prompt user to carry out failed request again
Transmission, then second obtain the second failed request, and in the manner described above, constantly recycles, until existing and fused pass
The consistent standard key phrase of the consistent standard key phrase of keyword group, using the fused crucial phrase as failure keyword
Group.
In embodiments of the present invention, according to the first crucial phrase and the second crucial phrase, the step of failure crucial phrase is obtained
Suddenly, it is also understood that being, first, it is determined that whether the second crucial phrase includes all first crucial in the first crucial phrase
Word；Then, if so, using the second crucial phrase as new crucial phrase；If it is not, then second in the second crucial phrase is closed
Keyword is added in the first crucial phrase, obtains new crucial phrase；Finally, by new crucial phrase and each standard key phrase
It is compared, and when new crucial phrase is consistent with any standard crucial phrase, using new crucial phrase as failure
Crucial phrase receives the second of failure problems when new crucial phrase and inconsistent all standard key phrases again
Failed request, and obtain the second crucial phrase in the second failed request, obtains the second new crucial phrase, and according to new the
Two crucial phrases and new crucial phrase, obtain failure keyword.
As an implementation, when the first crucial phrase is " SIM card number ", " position ", the second crucial phrase is " display
Screen ", when standard key phrase is " 16# ", " display screen ", " SIM card number ", " position ", the first crucial phrase and the second keyword
Group is compared, and determines that the second crucial phrase does not include the first crucial phrase, the second keyword in the first crucial phrase is added
Enter in the first crucial phrase, obtain new crucial phrase " display screen ", " SIM card number ", " position ", by new crucial phrase and mark
Quasi- crucial phrase is compared, and all standard key phrases are inconsistent with new crucial phrase, and server 100 needs again
The second failed request of failure problems is received, and obtains the second crucial phrase in the second failed request, new second is obtained and closes
The second new crucial phrase and new crucial phrase are compared, judge in the second new crucial phrase by keyword group " 16# "
It whether include new crucial phrase, judging result is not comprising by the new keyword of new second crucial phrase " 16# " addition
Group " display screen ", " SIM card number ", " position " obtain crucial phrase " 16# ", " display screen ", " SIM card number ", " position ", the pass
Keyword group is consistent with standard key phrase, using the crucial phrase as failure crucial phrase.
S206, using the first crucial phrase as failure crucial phrase.
S207 determines that the corresponding failure of failure problems is solved according to failure crucial phrase from mechanical breakdown question and answer library
Scheme.
In embodiments of the present invention, according to failure crucial phrase, failure problems pair are determined from mechanical breakdown question and answer library
The step of fault solution answered, it can be understood as, since failure crucial phrase is consistent with one of standard key phrase,
The standard key phrase is corresponding with fault solution, by the corresponding failure solution of the consistent standard key phrase of failure crucial phrase
Certainly scheme is as the fault solution for solving failure problems.
It should be noted that the corresponding fault solution of standard key phrase may be one, it is also possible to be it is multiple,
The embodiment of the present invention is not limited thereto.
Compared with prior art, the embodiment of the present invention has the advantage that
Firstly, passing through the first crucial phrase in the request of the Fisrt fault of failure problems and all standard key phrase
When inconsistent, receive the second failed request of failure problems and obtain the second crucial phrase in the second failed request, and according to
According to the first crucial phrase and the second crucial phrase, obtain with the consistent failure crucial phrase of one of standard keyword, with complete
Kind failed request realizes the comprehensive of proposition failure problems description, and according to crucial phrase, from pre-stored mechanical breakdown question and answer
The corresponding fault solution of failure problems is determined in exam pool, realizes accurate fault inquiry.
Secondly, prompt information is returned to according to the highest standard key phrase of crucial Word similarity, to user guided property
Opinion, so that user can more clearly be described failure problems.
For the method flow of above-mentioned Fig. 3-Fig. 5, a kind of possible realization side of failure counseling apparatus 300 is given below
Formula, the failure counseling apparatus 300 can be realized using the device architecture of the server 100 in above-described embodiment, or should
Processor 101 in server 100 is realized, referring to Fig. 6, Fig. 6 shows failure counseling apparatus provided in an embodiment of the present invention
Block diagram.Failure counseling apparatus 300 includes obtaining module 301 and processing module 302.
Obtain module 301, for receive failure problems Fisrt fault request, and obtain Fisrt fault request in first
Crucial phrase；
Processing module 302, for the first crucial phrase to be compared with each standard key phrase；When the first key
When phrase and all standard key phrases are inconsistent, receive the second failed request of failure problems and obtain the second failure and ask
The second crucial phrase in asking, then according to the first crucial phrase and the second crucial phrase, obtain failure crucial phrase, wherein therefore
It is consistent with one of standard key phrase to hinder crucial phrase；According to failure crucial phrase, determined from mechanical breakdown question and answer library
The corresponding fault solution of the problem that is out of order.
In embodiments of the present invention, it when Fisrt fault request is requested for sound fault, obtains the execution of module 301 and receives event
The Fisrt fault of barrier problem is requested, and obtains the mode of the first crucial phrase in Fisrt fault request, is specifically used for: by voice
Failed request carries out speech-to-text processing, obtains text failed request；Word segmentation processing is carried out to text failed request, is obtained more
A semantic participle；According to preset rules, the first crucial phrase is filtered out from multiple semantic participles.
In embodiments of the present invention, processing module 302 is also used to: when the first crucial phrase and any standard crucial phrase one
When cause, using the first crucial phrase as failure crucial phrase.
In embodiments of the present invention, processing module 302 is executed when the first crucial phrase and all standard key phrases are equal
When inconsistent, receive the second failed request of failure problems and obtain the second crucial phrase in the second failed request, then foundation
First crucial phrase and the second crucial phrase, are specifically used for: when the first crucial phrase and institute the step of obtaining failure crucial phrase
When some standard key phrases is inconsistent, the crucial Word similarity of the first crucial phrase and each standard key phrase is calculated,
And prompt information is returned according to the highest standard key phrase of crucial Word similarity, it is sent out again with prompting user to carry out failed request
It send；The second failed request of failure problems is received, and obtains the second crucial phrase in the second failed request, then is closed according to first
Keyword group and the second crucial phrase, obtain failure crucial phrase.
It in embodiments of the present invention, include at least one standard keyword in standard key phrase, processing module 302 executes
The step of, it is specifically used for: the highest standard key phrase of crucial Word similarity is compared with the first crucial phrase；From standard
Missing keyword is determined at least one standard keyword in crucial phrase, wherein missing keyword and standard keyword
Part of standards keyword in group is identical, is all different with the first all keywords in the first crucial phrase；According to missing
The type of keyword returns to prompt information.
In embodiments of the present invention, mechanical breakdown question and answer library further includes multiple failure criterion problems, and each failure criterion is asked
Topic corresponds at least one fault solution, and the corresponding standard key phrase of fault solution is opposite with failure criterion problem
It answers；Processing module 302 executes the step of returning to prompt information according to the crucial highest standard key phrase of Word similarity, specific to use
In: prompt information is returned according to the corresponding failure criterion problem of the highest standard key phrase of crucial Word similarity.
In embodiments of the present invention, processing module 302 is executed according to the first crucial phrase and the second crucial phrase, obtains event
The step of hindering crucial phrase, it is specifically used for: judges whether the second crucial phrase includes all first in the first crucial phrase
Keyword；If so, using the second crucial phrase as new crucial phrase；If it is not, then second in the second crucial phrase is closed
Keyword is added in the first crucial phrase, obtains new crucial phrase；By new crucial phrase and each standard key phrase into
Row compares, and when new crucial phrase is consistent with any standard crucial phrase, crucial using new crucial phrase as failure
Phrase receives the second failure of failure problems when new crucial phrase and inconsistent all standard key phrases again
Request, and the second crucial phrase in the second failed request is obtained, the second new crucial phrase is obtained, and close according to new second
Keyword group and new crucial phrase, obtain failure keyword.
It is apparent to those skilled in the art that for convenience and simplicity of description, the failure of foregoing description
The specific work process of counseling apparatus 300, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
In conclusion the embodiment of the present invention provides a kind of failure consultation method, apparatus and system, which comprises connect
The Fisrt fault request of failure problems is received, and obtains the first crucial phrase in Fisrt fault request；By the first crucial phrase with
Each standard key phrase is compared；When the first crucial phrase and all standard key phrases are inconsistent, receive
Second failed request of failure problems simultaneously obtains the second crucial phrase in the second failed request, then according to the first crucial phrase and
Second crucial phrase obtains failure crucial phrase, wherein failure crucial phrase is consistent with one of standard key phrase；According to
According to failure crucial phrase, the corresponding fault solution of failure problems is determined from mechanical breakdown question and answer library.With the prior art
Compare, the embodiment of the present invention have the advantage that by the Fisrt fault of failure problems request in the first crucial phrase with
When all standard key phrases are inconsistent, receive the second failed request of failure problems and obtain in the second failed request
Second crucial phrase, and according to the first crucial phrase and the second crucial phrase, it obtains consistent with one of standard keyword
Failure crucial phrase realizes to improve failed request and proposes the comprehensive of failure problems description, and according to crucial phrase, from pre-
The corresponding fault solution of failure problems is determined in the mechanical breakdown question and answer exam pool of storage, realizes accurate fault inquiry.
In several embodiments provided herein, it should be understood that disclosed device and method can also pass through
Other modes are realized.The apparatus embodiments described above are merely exemplary, for example, flow chart and block diagram in attached drawing
Show the device of multiple embodiments according to the present invention, the architectural framework in the cards of method and computer program product,
Function and operation.In this regard, each box in flowchart or block diagram can represent the one of a module, section or code
Part, a part of the module, section or code, which includes that one or more is for implementing the specified logical function, to be held
Row instruction.It should also be noted that function marked in the box can also be to be different from some implementations as replacement
The sequence marked in attached drawing occurs.For example, two continuous boxes can actually be basically executed in parallel, they are sometimes
It can execute in the opposite order, this depends on the function involved.It is also noted that every in block diagram and or flow chart
The combination of box in a box and block diagram and or flow chart can use the dedicated base for executing defined function or movement
It realizes, or can realize using a combination of dedicated hardware and computer instructions in the system of hardware.
In addition, each functional module in each embodiment of the present invention can integrate one independent portion of formation together
Point, it is also possible to modules individualism, an independent part can also be integrated to form with two or more modules.
It, can be with if the function is realized and when sold or used as an independent product in the form of software function module
It is stored in a computer readable storage medium.Based on this understanding, technical solution of the present invention is substantially in other words
The part of the part that contributes to existing technology or the technical solution can be embodied in the form of software products, the meter
Calculation machine software product is stored in a storage medium, including some instructions are used so that a computer equipment (can be a
People's computer, server or network equipment etc.) it performs all or part of the steps of the method described in the various embodiments of the present invention.
And storage medium above-mentioned includes: that USB flash disk, mobile hard disk, read-only memory (Read-Only Memory, ROM), arbitrary access are deposited
The various media that can store program code such as reservoir (Random Access Memory, RAM), magnetic or disk.It needs
Illustrate, herein, relational terms such as first and second and the like be used merely to by an entity or operation with
Another entity or operation distinguish, and without necessarily requiring or implying between these entities or operation, there are any this realities
The relationship or sequence on border.Moreover, the terms "include", "comprise" or its any other variant are intended to the packet of nonexcludability
Contain, so that the process, method, article or equipment for including a series of elements not only includes those elements, but also including
Other elements that are not explicitly listed, or further include for elements inherent to such a process, method, article, or device.
In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that including the element
Process, method, article or equipment in there is also other identical elements.
The foregoing is only a preferred embodiment of the present invention, is not intended to restrict the invention, for the skill of this field
For art personnel, the invention may be variously modified and varied.All within the spirits and principles of the present invention, made any to repair
Change, equivalent replacement, improvement etc., should all be included in the protection scope of the present invention.It should also be noted that similar label and letter exist
Similar terms are indicated in following attached drawing, therefore, once being defined in a certain Xiang Yi attached drawing, are then not required in subsequent attached drawing
It is further defined and explained.
Claims (10)
1. a kind of failure consultation method, which is characterized in that be applied to server, the server is previously stored with mechanical breakdown and asks
Library is answered, mechanical breakdown question and answer library includes multiple fault solutions, and each fault solution corresponds at least one mark
Quasi- crucial phrase, which comprises
The Fisrt fault request of failure problems is received, and obtains the first crucial phrase in Fisrt fault request；
First crucial phrase is compared with each standard key phrase；
When first crucial phrase and all standard key phrases are inconsistent, the second failure for receiving failure problems is asked
The second crucial phrase in the second failed request is sought and obtains, then according to first crucial phrase and second keyword
Group obtains failure crucial phrase, wherein the failure crucial phrase is consistent with one of standard key phrase；
According to the failure crucial phrase, the corresponding failure solution of the failure problems is determined from mechanical breakdown question and answer library
Certainly scheme.
2. the method according to claim 1, wherein the method also includes:
When first crucial phrase is consistent with any standard crucial phrase, using first crucial phrase as failure key
Phrase.
3. the method according to claim 1, wherein described close when first crucial phrase with all standards
When keyword group is inconsistent, receives the second failed request of failure problems and obtain the second keyword in the second failed request
Group, then according to first crucial phrase and second crucial phrase, the step of obtaining failure crucial phrase, comprising:
When first crucial phrase and all standard key phrases are inconsistent, first crucial phrase and every is calculated
The crucial Word similarity of a standard key phrase, and prompt is returned according to the highest standard key phrase of crucial Word similarity
Information is retransmited with prompting user to carry out failed request；
The second failed request of failure problems is received, and obtains the second crucial phrase in the second failed request, then according to described in
First crucial phrase and second crucial phrase, obtain failure crucial phrase.
4. according to the method described in claim 3, it is characterized in that, including that at least one standard is closed in the standard key phrase
Keyword, described the step of returning to prompt information according to the crucial highest standard key phrase of Word similarity, comprising:
The highest standard key phrase of crucial Word similarity is compared with first crucial phrase；
Missing keyword is determined from least one standard keyword in the standard key phrase, wherein the missing
Keyword is identical as the part of standards keyword in the standard key phrase, with all in first crucial phrase
One keyword is all different；
Type according to the missing keyword returns to prompt information.
5. according to the method described in claim 3, it is characterized in that, mechanical breakdown question and answer library further includes multiple failure criterions
Problem, each failure criterion problem correspond at least one fault solution, the corresponding mark of the fault solution
Quasi- crucial phrase is corresponding with the failure criterion problem；It is described to be returned according to the crucial highest standard key phrase of Word similarity
The step of prompt information, comprising:
Prompt information is returned according to the corresponding failure criterion problem of the highest standard key phrase of crucial Word similarity.
6. according to the described in any item methods of claim 3-5, which is characterized in that described according to first crucial phrase and institute
The step of stating the second crucial phrase, obtaining failure crucial phrase, comprising:
Judge whether second crucial phrase includes the first all keywords in first crucial phrase；
If so, using the second crucial phrase as new crucial phrase；
If it is not, then the second keyword in the second crucial phrase is added in first crucial phrase, new keyword is obtained
Group；
The new crucial phrase is compared with each standard key phrase, and is working as the new crucial phrase and is appointing
When the one standard key phrase is consistent, using the new crucial phrase as failure crucial phrase, when the new keyword
When group and inconsistent all standard key phrases, the second failed request of failure problems is received again, and obtains the second event
The second crucial phrase in barrier request, obtains the second new crucial phrase, and according to the second new crucial phrase and described
New crucial phrase obtains failure keyword.
7. the method according to claim 1, wherein when the Fisrt fault request be sound fault request when,
The Fisrt fault request for receiving failure problems, and the step of obtaining the first crucial phrase in Fisrt fault request, comprising:
The sound fault is requested to carry out speech-to-text processing, obtains text failed request；
Word segmentation processing is carried out to the text failed request, obtains multiple semantic participles；
According to preset rules, the first crucial phrase is filtered out from the multiple semantic participle.
8. a kind of failure counseling apparatus, which is characterized in that be applied to server, the server is previously stored with mechanical breakdown and asks
Library is answered, mechanical breakdown question and answer library includes multiple fault solutions, and each fault solution corresponds at least one mark
Quasi- crucial phrase, described device include:
Module is obtained, the Fisrt fault for receiving failure problems is requested, and obtains the first keyword in Fisrt fault request
Group；
Processing module, for the first crucial phrase to be compared with each standard key phrase；When first pass
When keyword group and all standard key phrases are inconsistent, receive the second failed request of failure problems and obtain the second failure
The second crucial phrase in request, then according to first crucial phrase and second crucial phrase, obtain failure keyword
Group, wherein the failure crucial phrase is consistent with one of standard key phrase；According to the failure crucial phrase, from institute
It states and determines the corresponding fault solution of the failure problems in mechanical breakdown question and answer library.
9. a kind of failure consulting system, which is characterized in that the failure consulting system include server and with the server
The electronic equipment of communication connection, the server are previously stored with mechanical breakdown question and answer library, and mechanical breakdown question and answer library includes
Multiple fault solutions, each fault solution correspond at least one standard key phrase；
The electronic equipment, the Fisrt fault for sending failure problems are requested to the server；
The server, the Fisrt fault for receiving failure problems are requested, and obtain the first key in Fisrt fault request
Phrase；First crucial phrase is compared with each standard key phrase；When first crucial phrase and own
Standard key phrase it is inconsistent when, receive the second failed request of failure problems and obtain the second failed request in second
Crucial phrase, then according to first crucial phrase and second crucial phrase, obtain failure crucial phrase, wherein described
Failure crucial phrase is consistent with one of standard key phrase；According to the failure crucial phrase, asked from the mechanical breakdown
It answers and determines the corresponding fault solution of the failure problems in library.
10. failure consulting system according to claim 9, which is characterized in that the server is also used to when described first
When crucial phrase is consistent with any standard crucial phrase, using first crucial phrase as failure crucial phrase.
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